CaptRat

We arrived home late last evening and, following a 35 minute phone hold, was finally able to speak with Cunard customer service this afternoon. According to the person I spoke with, those stranded should email an accounting of their expenses with receipts to guestrelations@cunard.com. No guarantee was given for any kind of compensation. Our cruise fare was refunded to the credit card this morning and I confirmed with customer service that the FCC used for a portion of the fare was also reinstated. However, the 20% FCC has yet to be calculated and added to our account. (Not that any FCC means much to us now as we'll probably never sail on Cunard again after this fiasco.) Also, one's Cunard World Club account is currently unavailable online without a booking (they're working on that and it will be available .... eventually.)

To add to my comments above, I'm sure that Cunard is aware of the double standard. In fact they know specifically which passengers received lodging and transportation assistance and which of us did not. At this point, the right thing for Cunard to do is offer reimbursement to those not assisted at a commensurate level to those who were. And yet, five days after the cancellation email, my only communication from them is an email with no message with a one page .pdf breakdown of my cruise fare attached. And even that breakdown isn't correct.

Exactly this. Cunard did not inform anyone that an option to check-in and receive room, board and transportation would be made available. Only those already onboard, those who didn't receive the email cancellation, and those who ignored the email or were already at the pier received those benefits. The rest of us were abandoned with a “ sorry for the inconvenience” email. This is, intentional or not, definitely a double standard. One can attempt a defense of Cunard with remarks such as “be prepared when traveling,” or “these things happen,” or “Cunard's T&C applies,” etc. But those remarks ignore the fact that not all were treated the same and that many of us incurred thousands of dollars to return home while others did not.