Free upgrades on a cruise ship

I've always liked to think I'm quite a fair person, so when I took a call the other day from a passenger who wanted to complain about a cruise I'd booked for him I was obviously concerned. As it turns out the complaint was about P&O cruises, not me, but it really did leave me gobsmacked.
I really wasn't sure what to say to the passenger. Have a read and see what you think.............