Can I upgrade my cabin? - Travel agent only
Upgrading an existing booking at a cost
For a guide on how to upgrade a cabin on Polar online, please click here. If the grade of cabin the guest is interested in is not available, a waitlist can be made.
If a promotion becomes unapplied during the upgrade process, please call the Partnership Helpdesk.
Complimentary upgrades
Since we are not able to upgrade every booking, you should book your customer in a category in which they will be happy to sail.
If an upgrade occurs, it will be automatically added to the booking prior to sailing, and a confirmation will be sent to the agency.
We do not guarantee the following:
- That linked bookings will all be upgraded, or that they will be upgraded to cabins near each other.
- That an upgrade will occur.
How to set the upgrade option online:
Step 1: Select the brand and click Manage Booking
Step 2: On the Booking Confirmation screen select the Booking Information button located in the bottom left hand corner.
Step 3: Change the Auto Upgrade option by clicking on the radio button highlighting the option green and click.
Step 4: Your option will then be amended. Your amendment will be confirmed by a message that appears in the top right hand corner of the page.
Things to remember:
Open to any upgrade:
Choosing this option will mean the guests would like to be considered for an upgrade.
Only upgrade to the next cabin type (ex. Balcony to Mini Suite):
Choosing this option will mean the guests would like to be considered for an upgrade but only if the upgrade is to a higher meta, e.g. from an inside grade to an outside grade.
Do not upgrade:
Choosing this option will mean the booking will not be considered for any upgrade.
We recommend declining the automatic upgrade if the guests are linked to other bookings and would like their cabins near each other or if the guests have very specific requests regarding their cabin (side of the ship, near the elevators, etc.) In order to decline the upgrade, click the “DO NOT UPGRADE” box.
Declining an upgrade that has been assigned
If a complimentary upgrade is given, a confirmation is automatically sent. The cabin cannot be changed if an automatic upgrade has been allocated. Please note if the booking has been made on a guarantee basis you cannot decline the automatic upgrade option, this includes bookings made on Getaway, Early Saver or any other promotional fares.
P&O Cruises Upgrade
On selected holidays, guests will be able to put forward an offer for an upgrade at a price that they’re happy with. This is available to lead guests who're aged 18 or over and have paid their balance in full and have not opted out of receiving pre cruise communications. Once allocated, all upgraded cabins are final and cannot be changed or cancelled. P&O Cruises Upgrade may not be suitable for guests who have selected a particular cabin because it has certain features or is in a particular location on-board. If we've been unable to offer the guest the cabin they made an offer on originally as there is no availability, we may be able to offer an alternative. Guests who have booked through a travel agent must pay P&O Cruises the cost of the upgrade directly by calling our dedicated number 0345 351 3775 (local call charges apply).
Emergency assistance
- You must ensure to ask every guest “In the unlikely event of an emergency, would anyone on the booking need assistance?”. If they would require assistance, please add the relevant level of support to Polar Online using the "package list" option. If a guest is bringing a mobility scooter or wheelchair on board, you must add evacuation chair assistance for them. However, it’s not possible to add this resource to existing bookings. If this step is missed or needs to be added post-booking, please complete the Partnership Helpdesk Webform and we'll come back to you as soon as possible. For bookings sailing within the next six months, you should call the Partnership Helpdesk for urgent support.
- If the guest has mobility or accessibility requirements, they must complete their "Your on-board needs" questionnaire via My P&O Cruises as soon as possible after booking and no later than two weeks before they sail. You can send them a reminder to do this by following this process guide.
- We have a range of how-to-guides on Shine Rewards Club. Please click here for P&O Cruises.