Refund for mattress problem?

[CaroleF]

In yesterday's Money section of the Telegraph (22Feb) there was a letter on the Consumer Problems page from a woman who went on a P&O cruise - doesn't say which ship - last December to the Canaries with her disabled 82 year old husband. The gist of the complaint was that she says P&O had installed new mattresses which were super-soft so that her husband nearly fell off the bed several times and she was crippled with back pain and hardly able to walk. According to her P&O said they didn't have any firmer mattresses and had her sleep on the 'corrugated iron base of my twin bed, covered with three polyester duvets and a folded blanket instead of a mattress. P&O said it was that or nothing.'
She said that it became an endurance test not a holiday. She complained and P&O initially was offered £400 as a 'gesture of goodwill.' The Consumer Guru contacted P&O who said the make of the mattress was Matterol but wouldn't give the model. The Guru asked P&O to refund the full price of the woman's £4089 ticket, not her husband's as he slept ok apparently. Then P&O offered a third of her total holiday cost. The Guru went back to P&O with a seven-point argument - she doesn't say what it was - asking it to reconsider. Eventually it phoned the woman and said it wanted to refund the full price of her ticket. The article also said that maybe P&O should keep a stock of different mattresses as they had many elderly passengers who might need a different mattress.
What do people think about this?

Carole




What do people think about this?

[david63]

I think, like anything else, that if you have a specific requirement then you should inform the cruise company before you sail.

[Ray B]

Exactly David, how many 'just in case' items would be required to be carried.

[towny44]

I tend to find the mattress too firm and nearly always have to request something to make it softer. They used to have foam egg crate mattress toppers, but no longer, so the steward puts a quilt under the bottom sheet.
Last cruise on Aurora after her refit was the first for a while that I did not need this.

[Stephen]

Never had a problem with the mattress. Now pillows, that's a different matter.

[towny44]

Never had a problem with the mattress. Now pillows, that's a different matter.

Yup, ones not enough 2 is too many.

[Manoverboard]

Perhaps they should have slept on the floor ….. compo seekers I reckon

[Ray B]

Know anyone having had a bad holiday who secured a full refund from PandO? Or any cruise line?

[Kenmo1]

Perhaps they should have slept on the floor ….. compo seekers I reckon

They have probably read Premier Inns refund policy where they will refund your money if you don't have a good night's sleep and got confused with them, or just trying it on. But a complete refund of her fare - Wow, that's one worth trying.

Maureen

[Onelife]

Never had a problem with the mattress. Now pillows, that's a different matter.

After a skin full l can sleep anywhere

[Mervyn and Trish]

We've always found cruise ship mattresses comfortable. Princess probably the best. But yes pillows can be an issue. Very much personal preference. A friend always takes his own. Not sure he'd pack a mattress though.

[Stephen]

I always have to ask for soft feather pillows. I find the foam ones or whatever is in them too firm.

Southern softy

[towny44]

Tried 2 feather pillows once but no good, neither was one feather and one foam. I must remember to complain about this on my next cruise questionnaire.

[Ray B]

John, did your post follow up end in LOTP?

[towny44]

John, did your post follow up end in LOTP?

No I just didn't think it was related to mattresses, whereas LOTP is good for any old rubbish.

[Ray B]

Fly tipping is not allowed on this site John.

[GillD46]

I absolutely hate the Cunard pillows, and if I can remember correctly, I hated the ones P&O used to use too. Those on Cunard are down and far too soft. I like a nice firm Dunlopillo, so usually pack my own.

[Mervyn and Trish]

I'm a soft feather sort of a bloke

[Stephen]

Tried 2 feather pillows once but no good, neither was one feather and one foam. I must remember to complain about this on my next cruise questionnaire.

Don't forget the compo claim.

[Manoverboard]

Feathers make me sneeze … just saying

[Stephen]

Southern softie

[GillD46]

Feathers make me sneeze … just saying

They bring me out in a rash.

[Manoverboard]

Feathers make me sneeze … just saying

They bring me out in a rash.

When I was but a wee lad laying in bed feeling unwell one morning my old Mum told me that I had got ' Chicken Pox ', I told her that I thought I could have it because I had pulled a feather out of the eiderdown only a few minutes earlier …

[Manoverboard]

Southern softie

It's a manly sneese

[GillD46]

Feathers make me sneeze … just saying

They bring me out in a rash.

When I was but a wee lad laying in bed feeling unwell one morning my old Mum told me that I had got ' Chicken Pox ', I told her that I thought I could have it because I had pulled a feather out of the eiderdown only a few minutes earlier …