Contact Planet Cruise

From 4th May 2020 to 25th May 2020 our call centre opening hours will be as follows:

18/05 Monday 8am - 2pm

19/05 Tuesday 8am - 2pm

20/05 Wednesday 8am - 2pm

21/05 Thursday 8am - 2pm

22/05 Friday 8am - 2pm

23/05 Saturday - closed

24/05 Sunday - closed

25/05 Monday - closed (Bank Holiday)

We are doing this to be able to serve our customers more efficiently. We apologise if you have attempted to speak with us, but have found longer than usual wait times. We are experiencing unprecedented volumes in the call centre as we work as fast as we can to prioritise and process over 20,000 booking changes. Outside of these phone line opening times, the business will remain trading and working through the backlog of emails and administrative tasks that require urgent action.

The decision to reduce the phone line opening hours was not taken lightly, we feel it is necessary for us to offer a higher level of service to our customers. Our staff will be working tirelessly to contact our customers to rebook, refund and reassure as we work through in sailing date order.

Thank you for your patience. We appreciate your support during these uncertain times, please be assured that we are doing everything we can for our valued customers.

Coronavirus Travel Impact

As a result of the travel disruption and restrictions caused by the Coronavirus outbreak we are receiving high volumes of calls into our Customer Care department.

Our teams have worked tirelessly in recent weeks to assist customers whose holidays have been affected by Covid-19. As we are now experiencing exceptionally high demand on the contact centre, we need to prioritise customers whose holiday dates have already passed and who were due to travel next month. Our Customer Care team will need to focus on administrative tasks as well as servicing calls to be able to provide the necessary support to all of our guests. As a result, we will be reducing our Call Centre opening hours. You will still be able to contact us via email, however please be patient as our response time might be longer than usual. We would like to reassure you that all guests will receive the assistance they need and we will come back to standard opening hours as soon as possible.

We have increased the number of staff to handle these calls and we are dealing with customers on a priority basis, with those customers currently travelling or with imminent departures being dealt with first. Please refrain from calling if your query is not urgent, please use our customer contact form so that we can direct your query to the relevant department and get back to you as soon as possible.

If your query is about travel and boarding restrictions you may find the information you are looking for here

If your query is about cruise line change and cancellation policies you may find the information you are looking for here

Thank you to our customers for your understanding during this exceptional and unprecedented situation.