Cunard let me down.

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#21
NYC
3,800 Posts
Joined Mar 2011
The loyalty program of a hotel or airline would probably handle your situation the same way. If you had a non-refundable air ticket and cancelled, you would not get the flight miles despite having paid for them. Same with a hotel. Should you have used a non-refundable rate and cancelled you would not get the paid for nights credited to a loyalty account.

You've essentially said that you are now done with Cunard and that is your perogative. But what are you hoping for now? Some advice on how to appeal further? To warn us that we might expect the same treatment? Just want to vent? We occasionally see first time posters here who find this forum after they search for some hoped for resolution to their disappointment.
#22
UK
628 Posts
Joined Dec 2011
It is apparent that many regular Cunard cruisers think themselves as special and think Cunard will treat them as such. Don’t be fooled. Cunard want your custom and money, and that’s it. You won’t get refunds or special treatment.


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#23
3 Posts
Joined Oct 2017
You are quite right Blue Riband - I have been an avid reader of Cruise Critic but never posted, I do find it useful to read others points of view on all sorts of matters. On the subject of Cunard's loyalty points scheme I am not expecting any recompense - after all I am just a number to them, a cash cow, but I really cannot see the logic in their argument, and that's what really pees me off. I can get satisfaction in knowing I will not travel with them again, trouble is as they are part of the Carnival group I am running out of ships...........................
#24
Lancashier
246 Posts
Joined Feb 2013
Originally posted by bernyp
Thank you, thank you for all who took the time to comment - it is much appreciated and all the comments taken on board. I didn't make it clear that we did have insurance and most of the trip was covered but we were still a fair bit short of the actual cost!! The unfortunate thing as far as I was concerned that we have travelled Cunard for many years - this one was to be where we pushed the boat out a little so spent considerably more than normal. I just think it sad that Cunard take such a short sighted view, I just know that if I had run my business on their model I wouldn't have had many customers, after all in real terms what would it have cost them? - a couple of glasses of cheap fizz at the next officer's party! I know it wasn't their fault that I couldn't make the trip but it is their fault I won't be boardong another Cunard ship.
Thanks again to everyone who took time out to read my thread.
This is why we are advised to get insurance, I would think your insurance company, would have loved you to have been fit enough to go to the land of OZ.
#26
At Sea
5,285 Posts
Joined Mar 2006
Originally posted by pepperrn
Well said Solent Richard.
And thank you Richard, so pleased we agree
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#27
Gower Peninsula, Wales
2,944 Posts
Joined Jan 2006
Originally posted by PRINCESSTHE BEST
It is apparent that many regular Cunard cruisers think themselves as special and think Cunard will treat them as such. Don’t be fooled. Cunard want your custom and money, and that’s it. You won’t get refunds or special treatment.


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They CAN be very reasonable and obliging about having to cancel - even after final payment has been made - in exceptional circumstances.

I experienced exceptional understanding myself, when my grand daughter was born two years ago, but 13 weeks early. And loyalty was quoted then, as one of the reasons they felt inclined to help when our Insurance Co wanted to "wait and see"
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#28
NYC
3,800 Posts
Joined Mar 2011
Originally posted by cruiseluvva
They CAN be very reasonable and obliging about having to cancel - even after final payment has been made - in exceptional circumstances.

I experienced exceptional understanding myself, when my grand daughter was born two years ago, but 13 weeks early. And loyalty was quoted then, as one of the reasons they felt inclined to help when our Insurance Co wanted to "wait and see"
When somebody does get a concession of some kind - nights credited, credit toward a new booking, etc, - it begs to ask how is it decided. Who does Cunard decide to "be nice" to and who is held to the T&C? Loyalty level? Days between cancellation and sailing? The mood of the supervisor at any given time? The ability to tell a heart wrenching story? If I'm the OP and reading your response I'd be asking how is it that you got "exceptional understanding" but I was told "sorry".
#29
3,505 Posts
Joined Sep 2008
Originally posted by luckymal
This is why we are advised to get insurance, I would think your insurance company, would have loved you to have been fit enough to go to the land of OZ.
It’s a bit more than advised I think. Cunard need an insurance number as part of the booking process. Whether you can make up the number though, I don’t know.

Dvid.
#30
Iowa
1,267 Posts
Joined Mar 2010
Originally posted by balf
It’s a bit more than advised I think. Cunard need an insurance number as part of the booking process. Whether you can make up the number though, I don’t know.

Dvid.
I believe the insurance requirement is a UK thing. The US booking process does not ask for an insurance number.

For the record, from the UK booking conditions document:

It is a condition of the Contract that every Passenger must have full and valid medical insurance which includes cover for pre-existing medical conditions worldwide, or as a minimum, in the countries that the Passenger is due to visit and which must remain in force for the entire duration of the Package. The insurance policy must, as a minimum, include medical and repatriation coverage for not less than £2 million and must include cover for the cost of emergency evacuations from the ship, including but not limited to, evacuations by helicopter.

On the other hand, from the US passage contract document:

Carrier recommends that You obtain Your own insurance and/or travel protection against loss or damage to baggage and personal effects, trip cancellation and emergency evacuations, accidental death or injury, illness and medical expenses sustained or incurred in connection with Your Voyage.

Regards,
John
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#31
London, UK
555 Posts
Joined Apr 2010
I might be wrong but I fear that both UK and US Insurance holiday contracts do not cover loss of points or credits for cancelled cruises. It is up to the cruise line.
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#32
Chester, UK
1,406 Posts
Joined Apr 2011
Originally posted by balf
It’s a bit more than advised I think. Cunard need an insurance number as part of the booking process. Whether you can make up the number though, I don’t know.

Dvid.
You can just type any old random numbers in. If not, they would have to check that the number you gave them was a valid policy number, which would be almost impossible to do.

Plus, I tried it once just to see what happened when I entered random numbers; it just accepts it.
#33
Iowa
1,267 Posts
Joined Mar 2010
Originally posted by ToadOfToadHall
You can just type any old random numbers in. If not, they would have to check that the number you gave them was a valid policy number, which would be almost impossible to do.

Plus, I tried it once just to see what happened when I entered random numbers; it just accepts it.
Just out of curiosity then, I take it that UK passengers are not asked to show proof of medical insurance during the voyage check-in process. Is that correct? As a US passenger, I have never been asked about insurance during check-in, but I wondered if the process might be a little different for UK passengers since the UK booking conditions do specifically require medical insurance cover.
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"There’s nothing―absolutely nothing―half so much worth doing as messing about in boats." ― Kenneth Grahame, The Wind In The Willows

CroisiEurope Douce France, Rhine River (2004) ... Queen Mary 2, Transatlantic (2005, 2010, 2014, 2015, 2016) ... Queen Elizabeth 2, Norwegian Wonders (2008) ... Island Princess, Panama Canal (2008) ... Queen Victoria, Gallic Getaway (2009) ... Norwegian Epic, Eastern Caribbean (2010) ... Brilliance of the Seas, Suez Canal (2011) ... Queen Elizabeth, Eastern Mediterranean (2012) ... Maasdam, Canada and New England (2013) ... Queen Mary 2, Caribbean Fiesta (2013) ... Serenade of the Seas, Baltic (2017)


#34
At Sea
5,285 Posts
Joined Mar 2006
On my early bookings I often put fictitious insurance details in as a "place holder" in order to complete a booking, replacing them at a later date with the real thing.
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...over 3.5 million visits, thank you.
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#35
At Sea
5,285 Posts
Joined Mar 2006
Originally posted by bluemarble
Just out of curiosity then, I take it that UK passengers are not asked to show proof of medical insurance during the voyage check-in process. Is that correct? As a US passenger, I have never been asked about insurance during check-in, but I wondered if the process might be a little different for UK passengers since the UK booking conditions do specifically require medical insurance cover.
Hi bluemarble,

I've never been asked to prove I've insurance during the check-in process.

Best wishes
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Pepper........... (Cunard & QM2; "It is not the only way to cross, but it is the only way to cross")
QM2 - QE - QV - QE2 - interiors. QM2 cabin photos & ship tour. Crossings & Cruises - photographs here . . .
http://www.flickr.com/photos/pepperrn/sets/
...over 3.5 million visits, thank you.
Sailed: QM2, QE, QV, QE2. Booked: QE, ...
#36
Iowa
1,267 Posts
Joined Mar 2010
Originally posted by pepperrn
Hi bluemarble,

I've never been asked to prove I've insurance during the check-in process.

Best wishes
Thanks, pepperrn.

I could see how it would slow down the check-in process considerably if they did have to verify insurance coverage for UK passengers. Plus, I haven't read any stories here about passengers being denied boarding for not having proof of insurance, so that in itself should have been a pretty good clue that they don't verify coverage beyond making sure you have entered insurance details online in order to issue your e-tickets.

All the best,
John
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"There’s nothing―absolutely nothing―half so much worth doing as messing about in boats." ― Kenneth Grahame, The Wind In The Willows

CroisiEurope Douce France, Rhine River (2004) ... Queen Mary 2, Transatlantic (2005, 2010, 2014, 2015, 2016) ... Queen Elizabeth 2, Norwegian Wonders (2008) ... Island Princess, Panama Canal (2008) ... Queen Victoria, Gallic Getaway (2009) ... Norwegian Epic, Eastern Caribbean (2010) ... Brilliance of the Seas, Suez Canal (2011) ... Queen Elizabeth, Eastern Mediterranean (2012) ... Maasdam, Canada and New England (2013) ... Queen Mary 2, Caribbean Fiesta (2013) ... Serenade of the Seas, Baltic (2017)


#37
Gower Peninsula, Wales
2,944 Posts
Joined Jan 2006
Originally posted by BlueRiband
When somebody does get a concession of some kind - nights credited, credit toward a new booking, etc, - it begs to ask how is it decided. Who does Cunard decide to "be nice" to and who is held to the T&C? Loyalty level? Days between cancellation and sailing? The mood of the supervisor at any given time? The ability to tell a heart wrenching story? If I'm the OP and reading your response I'd be asking how is it that you got "exceptional understanding" but I was told "sorry".
Our situation arose about two months before travel. Our Insurance Co said they would only make a decision a week before travel " in case the baby died" Far too late to expect Cunard to help then. But unthinkable that we could go on holiday while she was in Neonatal Intensive Care.

I approached Cunard and asked if they would consider letting us transfer to a similar cruise at a later date, given they had the two months notice. They went away, discussed it with some higher being with more authority and agreed, quoting our loyalty to the Company.

It was more than I had expected but all I had hoped for. Fortunately, the baby was fine - she is now two - and we travelled six months later. I shall always be grateful to Cunard for their understanding.
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#38
Gloucestershire
260 Posts
Joined Aug 2006
Originally posted by ToadOfToadHall
I would think £5k each and 60 days would cover the vast majority of cruises undertaken by your average cruise customer.
Quite possibly, but the average cruise passenger probably doesn't have a life limiting, potentially terminal illness. It rather changes your outlook as we have found. We want to travel whilst we still can and 14 days to the Med has been replaced with a desire to see parts of the world which we have never visited. Those cruises tend to be 30 plus days.
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#39
Chester, UK
1,406 Posts
Joined Apr 2011
Originally posted by bluemarble
Just out of curiosity then, I take it that UK passengers are not asked to show proof of medical insurance during the voyage check-in process. Is that correct?
Indeed it is.