Complain to P&O Ferries
P&O Ferries complaints: email complaint@poferries.com, the 25% to 50% of the ticket price a late arrival earns, and the 2-month deadline to claim it.
TravelContact emails
complaint@poferries.com
Complaints
customer.services@poferries.com
Customer Service
Public complaints often get faster responses
Common P&O Ferries complaints
Sailing cancelled or held at the port
A crossing pulled, or held for hours, with no clear offer of a later sailing or your money back
Refund refused after a missed crossing
Turned away or rebooked at your own cost when the delay was P&O’s rather than yours
Cabin, lounge or seat not as booked
A paid-for cabin, Club Lounge or Sleep Lounge that was unavailable, downgraded or shut on the day
Damage to your vehicle on the ship
Scrapes or dents picked up on the vehicle deck, which P&O Ferries routes to Commercial Services rather than the Care Team
Amendment and booking fees
Charges for moving a sailing, or fees added on top of the price you first saw
Laws that protect you
Maritime passenger rights (Regulation (EU) No 1177/2010, retained in UK law)
Rights when travelling by sea: refreshments once a departure is held more than 90 minutes, re-routing or a refund within 7 days if the sailing is cancelled, and 25% to 50% of the ticket price when you arrive late.
Consumer Rights Act 2015
A crossing is a service, so it must be performed with reasonable care and skill, and you can ask for money back where it wasn’t.
Tips for P&O Ferries complaints
- Email complaint@poferries.com rather than the general customer services address. It is the Care Team inbox P&O Ferries names in its own complaints procedure, and it promises the complaint goes to someone who wasn’t involved in it.
- Put the booking reference, the route and the sailing date in the subject line. P&O Ferries aims to answer in full within 14 days and says every complaint is fully replied to within 28.
- If you are claiming under sea passenger rights rather than just complaining, say so and send it within 2 months of the date you travelled. That deadline is in the regulation and P&O Ferries repeats it in its own policy.
- For a late arrival, ask for the percentage rather than an apology. It is at least 25% of what you paid for that leg once you land an hour late on a crossing scheduled at 4 hours or under, and 50% if the delay doubles.
- Cancelled, or held more than 90 minutes at the port? You get a choice: a later sailing at no extra cost, or your money back within 7 days. Being told to wait is not that choice.
- Keep the receipts. Past 90 minutes you should be offered refreshments, and if an overnight becomes necessary, accommodation, which the carrier may cap at £70 a night for up to 3 nights.
- Bad weather cancels the payout, not the care. A carrier can refuse the ticket-price compensation where the weather endangered the ship, and still owes you the meals, the accommodation and the refund or re-routing.
- If the Care Team says no, ask the Customer Relations Manager to review it. P&O Ferries offers that final review in its own procedure and aims to come back within 5 working days.
If P&O Ferries doesn't respond
- 1
P&O Ferries Care Team
14 days for a full reply, 28 days at the outsideEmail complaint@poferries.com, or write to P&O Ferries, Maybrook House, Queen’s Gardens, Dover CT17 9AH. A passenger rights complaint has to be in writing within 2 months of travel.
- 2
Customer Relations Manager
5 working daysAsk for the final review P&O Ferries offers when the Care Team’s answer doesn’t fix it.
- 3
Maritime and Coastguard Agency
The National Enforcement Body for sea passenger rights. It investigates whether the rules were broken, but says in its own guidance that it will not act on individual claims for compensation or act as an appeals body.
Visit website - 4
Money Claim Online
P&O Ferries is not an ABTA member, so no arbitration scheme covers it. For the money itself the route is the small claims track, for claims up to £10,000.
Visit website
Contact emails
complaint@poferries.com
Complaints
customer.services@poferries.com
Customer Service
Public complaints often get faster responses
Expected response time
14 days
P&O Ferries aims to reply in full within 14 days and says every complaint is fully answered within 28. A passenger rights complaint must be sent within 2 months of travel, after which it has 1 month to say where the complaint stands and 2 months to give a final answer.
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