Key Aspects:
- P&O Cruises has confirmed that no refunds or compensation will be issued to passengers on a recent sailing aboard Britannia.
- The cruise line has directed guests to seek reimbursement through travel insurance for missed port calls due to a technical failure.
- The decision has sparked anger among passengers who demand P&O Cruises take responsibility.
Passengers who sailed on P&O Cruises Britannia during its holiday December 26, 2025, New Year’s Caribbean cruise are angry, and rightfully so.
The cruise line informed them that no refunds or compensation would be issued following significant itinerary changes tied to a technical failure, including an extended stay in Barbados and the cancellation of multiple ports of call.
In a letter addressed to guests and signed by P&O Cruises Guest Relations, the cruise line confirmed its position in writing, stating no refunds or compensation would be provided as a result of the amended itinerary.
The letter triggered an immediate backlash from affected guests, many of whom said they felt the cruise line failed to take responsibility for a situation they believed was within P&O Cruises’ control.
“So, P&O are not going to take any responsibility and give anything in compensation? First and last time I will use them,” said one passenger.
Another described the financial and emotional impact the cruise had on her family, saying they had spent £15k on the vacation and were, “Completely disgusted with P&O.”
The guest added that passengers deserve more transparency, saying they want a detailed explanation of the mechanical problems that led to the disruption, as well as a breakdown of what went wrong and why information from the crew was so limited.
In a separate onboard letter dated January 8, 2026, P&O Cruises acknowledged passenger frustration and apologized for the disruption, stating, “On behalf of all of us on Britannia and at P&O Cruise, we would like to apologize and thank you for your patience following the recent itinerary changes and the unexpected diversion to Barbados due to a technical issue.”
The letter emphasized that guests only missed two calls and had one replacement port, highlighting the extra time in Barbados meant more time to discover its vibrant culture, stunning beaches, and warm hospitality.
They advised passengers seeking reimbursement for missed ports should turn to their travel insurance providers.
“If you wish to make a claim with your travel insurance provider for the missed ports of call, please retain a copy of this letter for your records,” the cruise line advised.
This didn’t help the situation, with passengers questioning why they were being directed to travel insurance and noting the unexpected extra days at sea and homeport resulted in the vessel running out of food and beverage provisions, also affecting the experience.
“This should not be for our insurance to cover. It’s a failing from P&O to provide what was paid for,” said a guest, comparing the situation to airline refunds when flights are cancelled due to mechanical failure.
What Happened Aboard Britannia?
Britannia, carrying more than 3,600 passengers, set sail on a 16-night New Year’s Cruise from Bridgetown, Barbados, on December 26, 2025.
Although the cruise began in high spirits and with successful calls in Grenada and Curaçao, its December 31, 2025, stop in Aruba was scrapped due to forecasted high winds. Guests onboard spent the evening enjoying a sea day instead.
Read Also: What You Should Know About Cruise Port Cancellations
But, the situation escalated when a technical issue emerged, requiring urgent repairs and prompting the ship to slowly return to Barbados, with one passenger saying the 143,000-gross-ton vessel was “limping back” to its homeport.
Britannia arrived in Barbados on January 3, 2026, and remained there until late January 5 for repairs, keeping guests in Bridgetown for three additional days.
The disruption led to the cancellation of visiting St. Lucia as well as Antigua, which was replaced with a call to Martinique on January 6.
In total, Britannia spent six of 16 days in Barbados, five days at sea, and five days on other Caribbean islands.
At the same time, P&O Cruises was also dealing with the aftermath of a US military strike on Venezuela that forced Caribbean airspace to shut down for 24 hours. The closure forced the cruise line to reschedule or issue refunds to 5,000 fly-cruise guests sailing on Arvia.
