24 June 2009. My original onboard complaint after being refused the right to sit in a window seat "because we have luxury class passengers on board and they might come in". Request was repeated, pointing out a specific table by the window, again refused.

click on the complaint form to see full size

To say that 'Gordon Ramsay is a correspondent of mine'  is stretching a point, and was said for effect. I have written to Gordon on more than one occasion and have received replies from his personal assistant, though not from him personally.

 July 8. My letter to Radio 4 "You and Yours". Similar letters sent to Gordon Ramsay; and by email to Gordon Prentice Mp and The Times 

Dear You and Yours

I recently travelled with P&O on their North Sea Ferries. On entering the Four Seasons Restaurant I was asked to show my ticket. I was then shown to a table. I said I would prefer to sit by the window and was told that I could not sit there, as there were "luxury class" passengers on board and they "might come in". I pointed to a table for two by the window and again said I wished to sit there. I was refused.

I got my food from the buffet and thought about this. No one was sitting at any of the tables near the windows - this is an area at least three tables deep. Everyone was crowded together on the other side of the gangway, next to the food service area. It was obvious that no one was being allowed to sit near the window when, given a choice, that is where everyone would normally want to sit on a ship. I decided to have my dinner and then do something about it.

I asked a waiter about complaints procedure and he told me to go to the Information Desk. I made him aware of my feelings and also spoke to the restaurant manager before leaving, pointing out to him that no one had occupied the window seating while I was there. I accused him of operating an undercover class system. I said if he wished to have special seating for luxury class he should put up a notice, and not do it in this underhand way. He became upset. I complained at the information desk and told them that this was a disgusting way to behave in this day and age. I filled in their complaints form and made them aware that I would be writing to 1) my MP; 2) Radio 4 You and Yours; 3) The Times and 4) Gordon Ramsay. I also told them I would post this information on my web site, www.pendlepeople.com, which gets an average of 23,300 hits a month. I have done this.

Perhaps you would like to investigate for yourselves, and at the same time you might like to know that this bunch also refuse to let foot passengers bring dogs on board, even though they convey dogs and even provide kennel space. When I travelled home from Ireland I had to pay £400 for someone to come over to Dublin with a car and pick me up. This is both outrageous and scandalous, and discriminates against non-car owners.

Yours sincerely

Received July 10; dated July 8. 

click on letter to bring full size

July 10. My reply by email to P&O

customerservices@poferries.com

att Mike Webb

from Geraldine Murfin-Shaw

Date 10 July

I have read your letter of 8 July and it is a complete lie. Go to my website www.pendlepeople.com, follow the link to "P&O operating undercover class system" and you will read the verbatim account - substantiallly the same as written on your customer complaint form.

I reported to you what happened. It is a true statement. I do not accept your feeble excuses.

If matters are as you say, what is your explanation for the fact that NO seats by the windows - at least three tables deep - were occupied? Surely that is where any normal person would choose to sit on a ship. Why does the restaurant manager check the tickets? This clearly shows the type of cabin occupied.

I spoke to some other cyclists on board and told them of my experience. They said, as the restaurant manager signalled to other waiters to seat passengers, they would watch at breakfast to see what system was being used to detect passenger type. We were enlightened at breakfast when there was a VERY long queue to enter the restaurant. Hm, I thought, "luxury class" passengers will not be joining this queue I think. I was right. SOME passengers were walking straight in by another entrance beside our queue. These passengers are obviously told "don’t queue, go straight in".

Secondly, you are by implication calling me a liar. I reported to you word for word the conversation with your restaurant manager "Mr Smart Pants" or whoever he is, a very self important personage - who absolutely refused to let me sit by the window - a request which was repeated TWICE in a polite manner.

Are you saying that you doubt my word?

You do not even apologise, a growing habit these days. Any complaints are met with suspicion and denial. No apologies are ever issued and the customer is assumed to be in the wrong.

A disgruntled passenger.

ps I have written to The Times, You and Yours, my Mp and Gordon Ramsay. So let us hope this is not the end of the matter. In the event of no result from these, I may try the News of the World.

Good day

ps  

14 July 2009 10:16 from Mike Webb P&O

Dear Mrs Murfin-Shaw

Thanks for your email of 10 July.

I’m sorry you felt my response some in some way a denial of your complaint. I can assure you that this was not my intention.

I was attempting to assure you that details of the matter have been discussed with my colleagues on board and they will take this feedback as an opportunity to re-train staff as necessary.

I note that you have had problems in the past by your reference to travelling with your dog as a foot passenger. Without specific details I am unable to comment but I do not wish to leave you with a negative impression of your experience of dealing with P&O Ferries.

Therefore, in an effort to restore your faith in our service, I would like to offer you complimentary meals for one on one leg of a future North Sea crossing. This offer is valid, subject to availability, for 12 months and may be redeemed by phoning our Call Centre on 08716 646464 quoting reference SF25825.

I hope that this gesture is accepted as intended and that you will feel able to make use of it in the future.

If we can be of any further assistance, please do not hesitate to contact us in writing at the above address, by fax on 08707 625425, or by e-mail at the following address: customer.services@poferries.com

Yours sincerely

Mike Webb

Passenger Services Manager

Customer Contact Centre

14 July 2009 14:12 Mike Webb

14 July 2009 16:35 from me

Thankyou

received

16 July 2009 from Gordon Prentice Mp

received

16 July 2009 from BBC Radio 4