I need help with a payment

Here we have listed some of the common payment queries that we receive. If your query is not listed below, please chat with one of our Customer Care Agents.

Q: I have made a payment but my transaction is still not showing on my booking, what should I do?

A: When you make a payment by BACS or bank transfer it may take our Accounts Team up to 5 working days to apply the payment to your booking. If it has been longer than 5 working days, please contact our Customer Care Team.

Q: I cannot find where to make a credit or debit payment.

A: To pay by card online you need to log into My Booking. Once you have logged in you will see a menu to the left-hand side of your screen, and an option that says 'Payment' - click here to be taken to the payment page. You will need to scroll down slightly to find the two online payment options, including payment by credit or debit card.

Q: I want to cancel or re-schedule my Payment Plan payments/direct debits.

A: Yes, this is not a problem. Please contact our Customer Care Team for further assistance with re-scheduling or cancelling your payment plan with us.

Q: One of my Payment Plan payments/direct debits has failed, what do I need to do?

A: The missed payment will not be added to your remaining balance, and will not be added to your remaining scheduled payments so this amount will need to be paid for separately by your final balance due date. If you miss a payment, please log into My Booking to make the payment or contact our Customer Care Team who can take the payment separately. 

Q: Can I pay for my cruise using two cards?

A: Yes you can. Please log into My Booking, where you will be able to make an online card payment. Simply put the payment amounts through separately on the cards that you wish to use.

Q: I cannot get through to speak to your Customer Care Team and I need to pay my final balance. What can I do?

A: The easiest way to make a payment to Planet Cruise is via your online banking account or your banking app.

Simply log in to your own online banking account/app and to the section where you can make a payment. Use the following details to make a payment on your booking and make sure you quote your Planet Cruise booking reference.

Q: My friend made the booking, but I would like to pay off my part.

A:  The easiest way to make a payment to Planet Cruise is via your online banking account or your banking app (see above for our bank account details). You can speak with your friend and with their permission access the booking via My Booking to make an online card or BACS payment. If your friend is the lead passenger on the booking we will need their permission to speak to you or anyone else on the booking. Once we have permission you can contact our Customer Care Team to make a payment.

Q: I can't find my outstanding balance.

A: Log into My Booking to see your outstanding balance. If you have only made the initial deposit payment at the time of booking, your outstanding balance is also on the email confirmation sent to you at the time of booking.

Q: I have an error message when I try to make an online payment.

A: Contact our Customer Care Team via webchat for further assistance.

Q: My card is not accepted.

A: We accept payment from most major debit and credit cards. We do not accept American Express card payments.