Cunard Customer Service (USA) issues


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#1
20 Posts
Joined Jul 2015
What experience have people had with Cunard's 800 number customer service (USA)? I've encountered a number of problems: long delays getting through, a lack of adequate knowledge by some reps and even impatient (to put it mildly) employees with an 'attitude'.
#2
Brooklyn, NY, USA
760 Posts
Joined Mar 2009
Our recent experience with Cunard 800 reps were pleasant exchanges.

There were two calls for separate reasons, a question and then a booking. This was done on a Tues afternoon about 3PM Eastern time.

First was about a recent email offer which we received, the information was very professionally given after waiting about 10 minutes to speak to the rep.

The second call about a half hour later and the wait was about a few minutes (less than 3). At that time we booked an upcoming sailing. The Cunard rep was very professional and courteous in looking up the information and booking our particular requests for the sailing. She verified all the information and also answered any other questions. She then transmitted the confirmation while we were still on the phone.

We were very pleased after not speaking to a Cunard rep for a while and booking thru a private TA. Due to a not pleasant experience with the private TA the last time, we called Cunard direct and will again in the future.

A Very Good Experience.
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Luv Cruising,
BklynBoy8 "Eddie"
Cunard WC - Diamond Member
Booked....QM2 - 7 Day Canada/NE Jun 30th - Jul 7th, 2019 (Independence Day Sailing)
including the Port of Newport, Rhode Island

Sailed in the Past - Cunard, HAL and Chandris Lines
(QE2, QM2, Caronia, Rotterdam, Qx Anna Maria & Ellis)
#3
USA
165 Posts
Joined Mar 2012
I honestly can't say I've had anything but positive experiences with Cunard's 800 reservations in the US. Indeed, I had an agent spend the best part of 20 minutes completely rebooking us when the fare went down. Everyone I've spoken with are professional, proactive and efficient. And way way better, if I might add, then the "old" Cunard reservations dept. when it was still at 555 Fifth Ave. in New York.
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FRANCE-RAFFAELLO-LEONARDO DA VINCI-STEFAN BATORY-QUEEN ELIZABETH 2-CANBERRA-UGANDA-GUGLIELMO MARCONI-EUROPA-CENTAUR-VISTAFJORD-BALTIKA-ORIANA-ACHILLE LAURO-OCEANIC-BRITANIS-AKDENIZ-ROTTERDAM-ST. HELENA-EUGENIO C.-BLACK PRINCE-BLACK WATCH-R7-PILGRIM BELLE-REGAL EMPRESS-VICTORIA-REGATTA-MAASDAM-CARONIA-QUEEN MARY 2-EURODAM-NIEUW AMSTERDAM-MARINA-RIVIERA-QUEEN ELIZABETH
#4
Hawaii
334 Posts
Joined Aug 2012
I have had only prompt and courteous and totally helpful service the many MANY times I have called CUNARD in the USA.
#5
Mississauga, Canada
1,492 Posts
Joined Oct 2000
Although I always book through my very experienced travel agent, I have had several occasions to deal - both directly and indirectly - with the US booking office. The reps I have spoken with have been friendly and give the impression they know what they are talking about.

Sadly, the reality is that I have been given wrong information most times. Also, whilst on board a ship I have had (not too often fortunately) issues which the purser's department has had to solve with the U.S. office. One time it took four days to get the promised on board credit even though I had written confirmation. Last year we were sent three gifts which were to be delivered on sailing date. The first gift didn't arrive until the next day, which is no big deal. But when the other gifts didn't arrive our friend had to complain to that office and they finally arrived three days late.

I'm please to read that others have had positive experiences and I hope this is more typical. But I would never book a voyage with that office. I want someone on my side.