Speaking onboard Britannia during the Clia Conference on Friday (5 June), Ruth Venn, P&O Cruises' Associate Vice-President for Sales and Distribution, revealed the average call wait time for agents is currently 11 minutes.
However, Venn and Senior Sales Manager Paul Moran confirmed the new live chat function demonstrated how keen the line was to improve its agent support.
Moran said: "We want to be easier to do business with. It's really important for us to make it easier for agents to transact. We've got our ship visit programme, our Shine Rewards Programme and our regional trade team. Travel agents offer something unique regardless of their size or shape. We thank you for your support."
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P&O Cruises's Chief Commercial Officer Stuart Allison noted the "challenging period" for both agents and suppliers alike – a nod to the economic downturn and the Middle East conflict. "This has been the hardest period for selling holidays since Covid," he added.
"There has been so much fear mongering going on, but there has never been a better time to recommend a cruise from your doorstep. In times like this, people need to book with a trusted partner.
"We've been selling to Brits for something like 180 years. We're certainly a brand that people can trust."
Venn said there were "some really good deals out there", while Moran added: "Our guests are notoriously loyal. Once you get them onboard they will come back again and again. When you've got a guest on P&O Cruises, they almost become a guest for life."
Last December, P&O Cruises started offering all-inclusive onboard packages for the first time on cruises from March 2026. The packages included drinks, WiFi and specialist dining credit.
Allison admitted the transition had been "clunkier" than the line thought it would be, particularly when trying to add packages to bookings made before the launch.
But he added that ultimately the move had been "really positive", with guests who choose the package saving more than 30% than what they would have paid without buying a package. "It's probably one of the best value upgrades in the industry," he continue. "It's a no brainer."
