We have spent over £50,000 with Fred. Olsen on two holidays, including a large family cruise booked via them with Princess Cruises.
At the time of booking, we clearly told the Fred. Olsen agent that our daughter-in-law was pregnant and that a baby would need to be added later. We were explicitly told this would be fine and would cost no more than £300.
When we later contacted them to add the baby (now 9 months old at time of travel), we were first told we’d need to upgrade the room for £1,700. When we instead offered to add the baby to our suite, the price suddenly became £999.
We explained what we were told at the time of booking and asked them to review the recorded call. They flatly refused, would not escalate the issue, and simply repeated “this is our policy.”
This isn’t about Princess Cruises’ pricing — it’s about Fred. Olsen misrepresenting costs at the point of sale and then refusing to investigate when challenged.
Very disappointing customer service, zero accountability, and not what you expect after spending this level of money. We are now having to consider formal escalation purely because Fred. Olsen won’t review their own call recordings.
Response to your reply: Your company is within the same group, interesting that you are only trying to distance yourselves
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