‘I felt like crying’: P&O error leaves cruisers stranded in New Zealand

More than 50 P&O cruise passengers, some elderly, were left on an Auckland wharf after an issue with their visas.

The stranded passengers had been informed that they wouldnt require Australian visas to enter Norfolk Island, as they were permanent residents of New Zealand. But that information was wrong and they were denied boarding the ship.

The information was incorrectly shared by a member of P&O’s call centre team. Pre-cruise communications had said there was a visa requirement, but information given by a call centre worker to a travel agent resulted in the mix up.

The travel agent represented more than 50 Chinese passengers, with P&O confirming the error came from their call centre.

The cruise line shared in a statement: “P&O Cruises Australia can confirm that a number of foreign passport holders were denied boarding Pacific Explorer in Auckland on July 17.

“Guests who do not hold an Australian or NZ passport or who are not Australian permanent residents require a visa to enter Australia (Norfolk Island).  Guests and travel agents are sent emails and an SMS advising them of the need to check entry requirements. P&O Cruises pre-cruise communications stated the correct information.

“However, P&O Cruises acknowledges that one travel agent was provided incorrect information from our call centre and the guests of this agent were supported upon denial of boarding by providing full refunds and future cruise credits.”

Elderly Chinese passenger Nancy Li, speaking to Te Waha Nui newspaper, said it was an extremely distressing experience.

“We have been preparing and looking forward to this trip for a year,” she said.

P&O response ‘not comforting’

A P&O human resources representative came to speak to the group, however Li did not find them comforting.

“He said the Australian Immigration Office did not agree to let [the] passengers board, and P&O couldnt argue with the immigration office.”

Li said she found the attitude arrogant and there were no “comforting or understanding words”.

“I was very angry at the time, but my English wasnt good so I couldnt argue with them,” she said “This scene was very distressing for my parents, and they were both mentally and physically exhausted.”

Li, 66, then had to make her way back home from the port and wasnt provided transport. She had to spend three hours on buses home.

“When I got home, it was already past eight. I was tired and angry, and after a day of struggle, I felt like crying.”

One passenger even fainted amongst the confusion. No water or food was provided to the cruisers despite them waiting for hours.

New Zealand permanent resident Selina Jiang, who also spoke to Te Waha Nui, had invited her cousins family who had spent about $8000 on return air tickets from Guangzhou.

“I dont even expect P&O to make up for my cousin’s airfare. I just hope they’ll refund our cruise ticket money soon. It’s already been a month and a half.”

Moreover, Jiangs family and her cousins family spent a total of $14,900 on cruise fares, however so far have only received a refund of $7434.98 and no future cruise credits which were promised.

Li is now in a social media chat with more than 50 of the affected passengers. She says many of the other passengers arent happy being offered future cruise credits. They say they dont want to book with P&O again.

10 thoughts on “‘I felt like crying’: P&O error leaves cruisers stranded in New Zealand”

  1. Australian border force are brutal.
    I was left traumatised by 1 particular agent who took it upon herself to interrogate me in full view of passport control at a major airport in Australia. I was in a wheelchair and she towered over me. I felt so intimidated and humiliated.
    I’d done absolutely nothing wrong, I had the correct visa.
    I think she was having a bad day and needed to berate someone to make herself feel better.
    It’s a shame because of her actions I will never return to Australia, I couldn’t endure what happened ever again, she has left me terrified of airports.

  2. If they stayed on the boat at Norfolk Island a visa is not required and they were ok for the other ports. Should have offered that to them .. just miss the 6 hours on Norfolk and still do the cruise. I did a similar p&o cruise in August.

  3. I had the same problem. P&O told me that it recommends getting a visa and at no time does it say it is mandatory or I could talk to my embassy, ​​I contacted my embassy, ​​and other departments, including Australian immigration and no one knew how to answer if I really needed a visa. When I spoke to Norfolk Island immigration they told me that I would need a visa. So I asked if I stayed on the cruise during the stop at Norfolk Island, would I need a visa? and Norfolk Immigration told me “sorry, not sure”. It is highly disrespectful for P&O to do this to us.

  4. Even Australia permanent resident has to have their PR visa valid or a returning visa to enter Australia. Why a NZ permanent resident visa holder can be exempted? It’s P&O staff’s fault so they refunded and give future credit, but not a fault of the Australia Immigration Officer, they only do their job, why is there a need to criticize them?

  5. In reply to Mr.Paul Gerrard, it depends on how you get to know if a visa to visit China is required.
    If you learn it through your agent or the organiser, then they should bear the responsibility for the accuracy of the information given to you.
    If the agent or the organiser say they have no idea, then I think you would Google to find out at the relevant government website.
    Thus, who is responsible in this P&O case?

  6. That just isn’t true. P&O distinctly told my colleague that he didn’t need a visa to go on the cruise then 7 days ago told him he did. Australian government are quoting 22 working days to process the application so he won’t be going on the cruise. This is 100% P&O’s fault!

  7. So if i wish to visit china i dont need a visa? This isnt p&o s fault. It is the responsibility of each passenger to have the correct visas. Cruise lines go to extreme lengths to say this

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