Cruisers plea for refunds

A group of passengers on an ill-fated P&O cruise through the South Pacific are demanding compensation for what they describe as a traumatic ordeal.

Seventy-seven people were injured when the P&O cruise ship Pacific Sun rolled up to 31 degrees during a severe storm in winter last year. Many of those injured were Kiwis.

In a letter to P&O, Thames woman Diane Connors - part of a group of more than 50 passengers - said holidaymakers were left traumatised.

The letter, written last month and obtained by the Herald on Sunday, implies the passengers will take legal action unless P&O can resolve their claims.

An official report earlier this year said it was pure luck that no one was killed as the ship battled severe conditions and unsecured furnishings, including casino slot machines, toppled over. The report said the ship was on a tight schedule and this placed the captain in a "difficult situation".

Passengers' injuries ranged from broken limbs to cuts and bruises.

Connors told the company in her letter that she understood why it was reluctant to accept liability.

"Passengers were alone, scared and the lack of confident, calm and informative bulletins from the captain lead to rumours, speculation ...

"The ordeal we were put through ... was frightening, worrying, painful and uncomfortable, to say the least. The incident left many with post-trauma stress disorders as well as some long-term physical and neurological injuries.

"Our 'summer dreamtime' cruise had become a nightmare."

Her letter listed requests:

A formal apology;

A full refund and reimbursement of other expenses incurred as a result of the incident, and for which there was no ACC;

A 50 per cent discount on another P&O cruise for those who might want to take one.

Connors said in her letter that another passenger and her daughter had been awarded a full refund through the courts. "As a group, we would prefer not to go down this road."

In a statement yesterday, P&O said the ship had been hit by freak weather. Neither the company's inquiry nor an official investigation attached any blame to the crew or P&O Cruises, said public affairs manager Anthony Fisk.

Other passengers had praised the crew, he noted.

Since the incident, the company had introduced night vision equipment to assist bridge teams; provided additional training and guidance in the effective handling of vessels in heavy weather; and reviewed its itinerary planning processes. Fittings and furnishings on the Pacific Sun had been secured, and this was the case with all of the company's ships.

Fisk said the company had apologised to all passengers and most claims had been settled.

He said P&O was discussing how this group of passengers might be compensated but the company would not be debating its options publicly.

- HERALD ON SUNDAY