As some of you might have seen from the Facebook group, DBM members approached P&O Cruises after it was brought to our attention that their attitude towards breastfeeding was a long way from supportive.
Within the 'Frequently Asked Questions' section of P&O's website the only mention of breastfeeding was as follows:
"Although we do not have any rules on this this, we would prefer that actions such as these are done in the privacy of your stateroom..."
Er - 'actions such as these'? Whatever do they mean? What comparison are they making here? Are they comparing breastfeeding to popping a zit, or something requiring even more privacy?
Seemingly adding insult to injury, their FAQ's made it clear that bottle feeding was supported by the company, and in fact they will even provide the formula...
I left a response on their website, and wrote this on the wall of their Facebook Group:
'I was disgusted to read that you recommend that nursing mothers stay in their cabins to feed their babies but you are perfectly happy to supply powdered formula milk etc? Do you suggest mums using bottles hide away too? Breastfeeding is normal and protected by many laws worldwide. Discouraging mums from doing what is healthiest for them and their babies is a disgrace and is also sexual discrimination. I have shared this information with my group and will continue to raise awareness of P&O's questionable treatment of nursing mums elsewhere. #epicfail'
After being contacted both on their website and through their Facebook group, P&O responded, saying:
'Hi there, thanks for bringing this to our attention. We apologise that the previous wording on our website was incorrect - in fact we do not have any policy relating to where breast-feeding should take place and place no restrictions on this. We have now amended the wording to this effect.'
Shortly afterwards they made a change to the wording on this page of their FAQ's. This maintained that they do not have a breastfeeding policy, but stated that breastfeeding was welcome without restriction on board their ships. However, they 'helpfully' suggested that breastfeeding mums behave 'discreetly' (sadly this page was not online long enough for me to take the wording down exactly!).
Now, although this alteration initally seemed like progress, for me it wasn't enough. You see, I don't need to be told to be discreet when I'm feeding my child. I am not a flasher. I am just feeding my child. It is normal. I resent any implication that breastfeeding mothers should hide-away, be it in a 'state-room', behind some sort of cover or in a dark corner.
In order that we all come (back) to the realisation that this is a normal, non-sexual activity and that one of the functions of our breasts is to feed our infants, I (personally) feel we need to stop hiding away. So I responded to P&O, as did several of our other members.
Now, although this alteration initally seemed like progress, for me it wasn't enough. You see, I don't need to be told to be discreet when I'm feeding my child. I am not a flasher. I am just feeding my child. It is normal. I resent any implication that breastfeeding mothers should hide-away, be it in a 'state-room', behind some sort of cover or in a dark corner.
In order that we all come (back) to the realisation that this is a normal, non-sexual activity and that one of the functions of our breasts is to feed our infants, I (personally) feel we need to stop hiding away. So I responded to P&O, as did several of our other members.
'I note you have changed the response on your FAQ. However, your company SHOULD have a Breastfeeding policy!!! And it should say (like any supportive family service providers would...) Breastfeeding is welcome anywhere on board our ships. THE END. Breastfeeding mums don't need to be advised about discretion, we are not flashers.'
and:
'You should have a policy. Without one 'anything goes' and that's not ok for a 'family friendly company'. Nursing mums just want to be normal. The same. Welcomed and supported.'
and (following a very illuminating conversation with a lawyer friend):
'Just a side note - having taken some legal advice I need to say that despite P&O saying they DON'T have a policy on breastfeeding, in practice the wording we have been reacting to serves the same function as a policy. You could just as easily claim not to discriminate on the grounds of colour, but 'suggest' that persons of colour eat in their rooms. It's still discrimination. In addition 'advising discretion' is the same as having a policy that advises nursing mothers to cover up or remain out of sight. Really hoping for a positive response here P&O - and assure you that we'll be just as pro-active in sharing a pro-breastfeeding stance as what seems to be an 'anti' breastfeeding one!'
P&O responded speedily once again to tell us they were looking into the issue:
'Thank you for your feedback, which we really appreciate. We are looking into this.'The FAQ advice regarding how a breastfeeding mother should behave whilst feeding (and the entire page) was removed from the website.
Shortly afterwards this appeared:
'As a family friendly organisation, the company recognises the benefits of breast feeding to mothers and infants, and breast feeding is welcome in all areas where infants are allowed.'
Hurrah! Brilliant, a victory for common sense! Needless to say we were all very pleased and many of us wrote to them to thank them for making such an important change.
But why am I bothering to write this all down for you? Well, I'd be lying if I said I wasn't extremely chuffed that P&O Cruises took notice of the many complaints from members of our group (and others I'm sure!) and acted so quickly.
However, that's not why I blogged about this.
However, that's not why I blogged about this.
I want to make a comparison between the behaviour of P&O, a multi-national company (Carnival, it's parent company is currently valued at £25.73 Billion), and another multi-national company (one valued at only slightly more, approximately £31 Billion).
Yes Facebook. I mean you.
You see, they have some similarites.
- Both are multi-national companies with a world-wide outlook and presence and a similar market value.
- Both show(ed) ignorance about the rights of breastfeeding mums. Our rights to breastfeed - and to be seen to breastfeed - are protected under countless laws around the world.
- Both suggest(ed) that breastfeeding is something which should be done in private, to avoid causing offence.
- Both are quite happy to promote formula and bottle feeding (in the case of P&O by providing formula and in the case of FB by a constant stream of formula advertising).
However, there the differences between the two companies end - in my opinion.
- When P&O cruises were approached with a problem, they made it clear they were investigating and they followed through on their statements.
- When P&O realised their mistake and that they were guilty of discrimination (however unintentional), they responded and entered into a mutally respectful dialogue.
- P&O responded swiftly, admitted their error ('We apologise that the previous wording on our website was incorrect') and took steps to resolve the problem.
- Facebook are notoriously difficult to contact - they often do not respond to messages or even repeated emails. With the exception of a few individuals, it is incredibly difficult for anyone with a problem to discuss it with FB.
- Facebook do not respond swiftly - they have been deleting photographs of breastfeeding, individual profiles and even groups for several years now! They still have not amended their terms and conditions, nor publicly acknowledged the underlying discrimination these t&c's mask.
- Facebook do not admit their mistakes - no, they say things like this: 'The Page was disabled initially disabled in error and appears to have been affected by some sort of glitch.'
It is clear which company takes it's responsibilities to it's service users most seriously. It's obvious which company is willing to move with the times and doesn't consider itself above listening to it's customers & responding to their needs.
P&O Cruises proudly announces on it's Facebook Page that it can trace it's roots back to 1837. Facebook was established in 2004. Customer service is everything, particularly in a recession. No business is bigger than that. When it comes to customer service, Facebook has been totally out-classed by the old-timers.
Which company do you think will still be around in 2061?
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You can sign a petition asking Facebook to stop deleting breastfeeding support groups and images here.
Links:
I am grinning from ear to ear. What a wonderful piece and fabulous comparisons. P&O have certainly gone up in my estimation...
ReplyDeleteI love it! I was so heartened this morning to see that the combination of all of our voices made at least some little bit of change. Thank you for being so persistent in getting P&O to change its wording.
ReplyDeleteI also find it interesting with regard to FB that our 260,000 member (Hey Facebook, BF is not obscene) group has not been disabled, yet they pick off smaller groups and individuals because they can do it without as much notice...
I have often wondered about that too. I think you're spot on - they are just bullies, happy to pick on people when they think they'll get away with it. We may not feel comfortable 'going public' with our individual problems concerning facebook, but, (like all bullies), that's what they rely on. That's what I love about these groups, together we're stronger and we can achieve much more. My suspicion is that Facebook will be replaced by another, less arrogant, social networking facility before too long. I look forward to it.
ReplyDeleteThank you so much for posting this. It's wonderful to see how it really is possible to be a force of change in the battle to make our society more breastfeeding friendly! Some companies really just don't know any better (because of the society we live in), and often they are happy to make changes. So important to speak up! Now Facebook on the other hand is a different story....
ReplyDeleteThe revised version which came out earlier on this morning was:
ReplyDeleteWe do not have any policy on this this, and would just ask that discretion and courtesy to fellow passengers is taken into consideration.
Thanks anon! Two problems with them saying that 1/ in the absence of an official policy, their statement formalises an 'unofficial' one. 2/ asking that nursing mums use 'discretion and courtesy' is really (to me) just a backward way of saying 'make sure you don't flash the other passengers'. Because, obviously breastfeeding mums are by nature exhibitionists. Or something. ;)
ReplyDeleteYou absolute star!
ReplyDeleteSuch a brilliant - and speedy result!
ReplyDeleteOne thing though - on the first change of wording - the request for 'courtesy' could be directed to OTHER people, asking that they to show courtesy towards breastfeeding mothers. In the light of P&O's handling of the matter, that's the meaning I'm inclined to take from it.