Cunard Complaints

[tag1000]

Hello,

 

I had some serious problems with a booking with Cunard made through their call centre in California back in April. I wrote three emails and sent letters. The issue did get resolved with Cunard through their call centre in California but I never did get any formal acknowledgement to my emails and letters. It was not a petty compliment and the problem was not really anyone's fault and as I said everything eventually got resolved so the matter is closed. To this day I would have thought someone would have replied! Just leaves a bad taste in my mouth.

 

Has anyone else experienced such silence from Cunard? It does give the sense they do not care!

[BlueRiband]

Welcome to Cruise Critic and your very first post. I'm not sure where you are going with this. The problem was not petty, wasn't anybody's fault, but did get resolved and the matter is now closed.

 

If they never replied how did it get resolved?

[jimmybean]

I asked Cunard a question via email (which I clicked-on at their website) about 5 years ago. Nothing that would have been tricky for them to answer. ….Never received a reply.

 

Have taken a number of Cunard voyages since that time. Like you, I found calling them the best way to communicate, if a reply is needed.

 

What did impress me was receiving an email on the morning before boarding for a crossing. QM2 was arriving late in Brooklyn, so boarding was going to be delayed a few hours. Because of the email, we were able to adjust our arrival and avoid inconvenience.

 

So, they do have an email account and they can use it… : )

 

But, my experience is the telephone is the more dependable approach if a response is needed.

 

Good communication is a cornerstone of good service. In any business, occasionally something can run into a snag. Quick resolution is necessary to maintain customer satisfaction. I can understand why, despite resolution, the experience has left you with a negative feeling.

 

Personally, we have never had any problems of note on a Cunard ship. It's good to learn your problem was ultimately resolved.

Edited December 19, 2013 by jimmybean

[bazzaw]

Problem with emails -- is, how do you know it ever found it's way to the recipient. If I send an email expecting an answer - and one is not forthcoming, I send more :)

 

 

Probably - more to the point, many Companies do not set up their organisations to actively process emails that they receive via their websites.

 

 

Barry

Edited December 19, 2013 by bazzaw

[DDBINK1]

Over the years, I have sent e mail questions to Cunard via their web site and received an answer each time. I have also gotten phone questions answered. I wonder if they actually got the e mails due to computer problem or glitch of some sort or maybe your e mail went into their spam file??

[Deely]

we had cause to make a complaint to GS on board QM2 recently, which was written out but we never heard anything back from them while we were still on board.

Over a week after we returned home, my DH phoned Cunard to tell them of this complaint and that we had not gotten a response while on board, and they asked him to email the complaint to them which he duly did. He received the automated receipt by return but have not heard a peep from them in almost 2 weeks now so can only assume they have chosen to ignore it.

 

I was once told not to judge a company by having to make a complaint, but in how they deal with it, so to say after just 2 Cunard cruises we would seriously think twice about using them again if they don't have the common courtesy to respond to a customer complaint in a timely manner.

[Cruise NH]

I had a question about a Cunard policy sometime ago and posted it to their Facebook page. I received a response pretty quickly.

 

Posts to Facebook are public so I think companies are keen to answer them in some fashion just to show they do respond.

 

I used this same tactic with Premier Inn's when they didn't get back to me (on email) about an issue and it worked very well. I got another prompt and very pleasant answer along with an email address to use for any additional questions.

Edited May 7, 2014 by Cruise NH

[Deely]

I had a question about a Cunard policy sometime ago and posted it to their Facebook page. I received a response pretty quickly.

 

Posts to Facebook are public so I think companies are keen to answer them in some fashion just to show they do respond.

 

I used this same tactic with Premier Inn's when they didn't get back to me (on email) about an issue and it worked very well. I got another prompt and very pleasant answer along with an email address to use for any additional questions.

 

Thanks, knew I had a FB account for something!!!!

[maitai999]

speak of the devil

 

http://www.marketingweek.co.uk/news/carnival-uk-hires-premier-inns-tempest-as-top-marketer/4003637.article

[Yoshikitty]

speak of the devil

 

http://www.marketingweek.co.uk/news/carnival-uk-hires-premier-inns-tempest-as-top-marketer/4003637.article

 

That article is from 2012!

[maitai999]

duhhhhhhhh ...... it is referencing the Premier Inns post above, for those that didn't know Gerard's background!