Excessive charges from Cunard

[ak1004]

Well, our experience with Cunard just getting better and better. After worst embarkation experience, almost unusable internet, mediocre food and service, we now found an extra charge from Cunard on our credit card. The first charge was in line with the final statement, but after 2 days there was another charge of $149 USD.

 

No notice or email has been sent.

 

We contacted Cunard, but I'm not very optimistic that we will hear back.

 

What a terrible customer service!

[Victoria2]

17 minutes ago, ak1004 said:

Well, our experience with Cunard just getting better and better. After worst embarkation experience, almost unusable internet, mediocre food and service, we now found an extra charge from Cunard on our credit card. The first charge was in line with the final statement, but after 2 days there was another charge of $149 USD.

 

No notice or email has been sent.

 

We contacted Cunard, but I'm not very optimistic that we will hear back.

 

What a terrible customer service!

Get your CC company to query the charge if no action by Cunard.

 

 

[majortom10]

Happening all too frequently with no explanation from Cunard why these erroneous charges are being charged to credit cards after disembarkation. Very worrying.

 

[PORT ROYAL]

3 hours ago, majortom10 said:

Happening all too frequently with no explanation from Cunard why these erroneous charges are being charged to credit cards after disembarkation. Very worrying.

 

Agreed.  Two weeks after disembarking a sum appeared in CC statement.  Queried and confirmed it was for Internet use.   Diamond was one’s reply.  Put on hold for about 6 minutes.  Sorry will credit.  But debited it again.  Queried again. Sorry will credit.  Then only one.  Back again finally resolved.  A week later a small amount appeared.  Discovered this was for minibar drinks on the day we left the ship (?) and this was cancelled.  Obviously, nobody checks prior to debiting.

 

[Lakesregion]

Beginning to sound like a log time ago in Atlantic City thee was a very large souvenir shop on the boardwalk. Every time we bought something over multiple years we were short changed. However when we brought the matter to the attention of the clerk, they immediately corrected the issue. Now that might happen now and then but every time over several years? Multiple that times thousands of people every day and you have a nice piece of "change". Cunard (not saying they are doing it on purpose) but many people will never look that carefully at their cards and that amounts to a nice piece of "change "for Cunard.

[TouchstoneFeste]

19 hours ago, majortom10 said:

Happening all too frequently with no explanation from Cunard why these erroneous charges are being charged to credit cards after disembarkation. Very worrying.

 

Strangely enough, we got an unexpected *credit* on our account about two weeks after disembarking, with no indication why. I decided not to challenge it :) but it is indicative of something systematic being wrong.

[ak1004]

After almost a week, finally got a reply on Facebook PM. Instead of actually looking into this, they want me to call their customer service. I reminded them that this is 2022, and things are usually resolved via email. Obviously Cunard lives in the past..

 

I filed an official complaint with BBB and I will dispute the charges with my credit card company.

[exlondoner]

6 minutes ago, ak1004 said:

After almost a week, finally got a reply on Facebook PM. Instead of actually looking into this, they want me to call their customer service. I reminded them that this is 2022, and things are usually resolved via email. Obviously Cunard lives in the past..

 

I filed an official complaint with BBB and I will dispute the charges with my credit card company.

 

Why not save yourself all that trouble and just ring them? This seems to happen quite a lot (much too much), but is invariably sorted by one phone call. And surely a personal conversation is what you would expect from a cruise line purporting to be upmarket.

[majortom10]

1 hour ago, exlondoner said:

 

Why not save yourself all that trouble and just ring them? This seems to happen quite a lot (much too much), but is invariably sorted by one phone call. And surely a personal conversation is what you would expect from a cruise line purporting to be upmarket.

Perhaps the prospect of waiting hours for Cunard to answer which seems to be the norm these days wherever you are in the World. Apparently its called White Star Service.

 

Edited May 30, 2022 by majortom10

[ak1004]

2 minutes ago, majortom10 said:

Perhaps thee prospect of waiting hours for Cunard to answer which seems to be the norm these days wherever you are in the World. Apparently its called White Star Service.

 

Exactly. Why i should call them to fix their mistake??

[exlondoner]

5 minutes ago, majortom10 said:

Perhaps the prospect of waiting hours for Cunard to answer which seems to be the norm these days wherever you are in the World. Apparently its called White Star Service.

 

 

Not the norm for me. Whenever I've rung them in the morning, I have got through in no time at all. After lunch, much longer, though never hours. I have no idea why it should be so different.

[david,Mississauga]

4 minutes ago, exlondoner said:

 

Not the norm for me. Whenever I've rung them in the morning, I have got through in no time at all. After lunch, much longer, though never hours. I have no idea why it should be so different.

 

Perhaps the Southampton office has better service than the one in California. Canadians are required to deal with the latter and I know from experience they are - well, maybe not totally hopeless but close to it. 

 

A friend in Toronto reached an agent after just 15 minutes on hold, but as usual they were of no help.

Edited May 30, 2022 by david,Mississauga

[Fifer]

I can offer a slightly different experience.  When I got off in February from our 28 days to the Caribbean, I did not receive a final bill, as is customary.  I though nothing of it as I had been monitoring my on board spend via interim bill printouts and expected the normal automatic charging on disembarkation day.  However, when my statement came in, I realised that they had not charged my card.  I felt no great need to pursue them on the matter - nice be on the smooth end with Cunard for once and not be left holding the sticky end.  However, all good things come to an end and last week I got the call from a "Revenue Specialist" in Southampton.  She initially suggested that perhaps my card had been declined and after a robust exchange, then offered profuse apologies for their failure to deal with the issue more effectively.  For my part, I was happy to pay my dues and just grateful that they called me and not vice-versa!

[2Oldpeopleinlove]

We are in the US and do not share the “hours-long” experience. Instead, the shortest time was immediate, and the longest was about 90 minutes. If it’s going to be a while, we just put the phone on speaker and go about our close-by business.

 

As to why one should have to call, we’ll, it’s your money you’re concerned about, so why wouldn’t you? Many things are hard for everyone right now. We try to be as friendly and polite as possible to the reps with the understanding that many callers are taking their exasperation out on them.

[ak1004]

42 minutes ago, 2Oldpeopleinlove said:

 

As to why one should have to call, we’ll, it’s your money you’re concerned about, so why wouldn’t you? Many things are hard for everyone right now. We try to be as friendly and polite as possible to the reps with the understanding that many callers are taking their exasperation out on them.

 

Because it's obviously their mistake, so why I should waste my time on phone to fix it? They should resolve it by email, and if not, then I cause their BBB rating to go down and dispute with my credit card. Companies should be held accountable for their actions, and in this case, it seems like there is a pattern. Charge a customer credit card, majority will not notice anyway. A nice stream of an extra income for Cunard.

 

As for things being hard for everyone right now, I really don't see how this is related to Covid, but it seems like everyone is using Covid as an excuse for the incompetence and laziness.

[Victoria2]

5 hours ago, ak1004 said:

 

Because it's obviously their mistake, so why I should waste my time on phone to fix it? They should resolve it by email, and if not, then I cause their BBB rating to go down and dispute with my credit card. Companies should be held accountable for their actions, and in this case, it seems like there is a pattern. Charge a customer credit card, majority will not notice anyway. A nice stream of an extra income for Cunard.

 

As for things being hard for everyone right now, I really don't see how this is related to Covid, but it seems like everyone is using Covid as an excuse for the incompetence and laziness.

It will be a mistake rather than deliberate but still shouldn't happen, but it does occasionally. You're not the only one although thousands and thousands of passengers won't have that problem. However, your  'nice stream of an extra income' gives a slight impression  Cunard is erring on the deliberate which I would dispute.

I'm quite sure you couldn't care less about Cunard's BBB rating so the CC company will sort it. Easy. Simple. Sorted.

Next!

 

 

Edited May 31, 2022 by Victoria2

[LibertyBella]

Why is Cunard thought about as some corporate entity floating above us that makes supreme decisions, whether good or bad?

 

Cunard has been in business for centuries, and I have been cruising with them for decades, so I have faith that the staff are trying to do their best, even in difficult circumstances.

 

Cunard is a company composed of individual people who are only human, and can quite easily make mistakes. Covid has stressed many of us over the past few years, and the world is still NOT back to normal,  especially including cruise travel.  Many travel staff are overwhelmed as they try to manage and merge old processes with new requirements.

 

When the bank teller hands me an extra bill, or counts wrong and puts the incorrect balance amount in the computer, I will first inform her of the error, and then perhaps a higher up, but I would never write a review in the BBB about my bank!  A long time ago I was a bank teller, so I completely understand that mistakes do and will happen.  

 

 I never leave the ship without checking my final invoice, and if incorrect charges do pop up, I would certainly contact the company various ways immediately to resolve the issue, and document the process.

 

I would probably be annoyed, but I would also try to be patient and kind, because that person's error could mean a negative mark on their employee review. Or, perhaps there is an employee with criminal intent, and thus the supervisors  need to be informed so they can address the problem.  In any case, because I am a persistent person, the issue would soon be resolved, and then I could move forward to planning my next cruise!

 

[majortom10]

2 hours ago, Victoria2 said:

It will be a mistake rather than deliberate but still shouldn't happen, but it does occasionally. You're not the only one although thousands and thousands of passengers won't have that problem. However, your  'nice stream of an extra income' gives a slight impression  Cunard is erring on the deliberate which I would dispute.

I'm quite sure you couldn't care less about Cunard's BBB rating so the CC company will sort it. Easy. Simple. Sorted.

Next!

 

 

Sorry but it is happening a lot more than occasionally and there are many complaints of people having unknown charges added to their account either onboard or on credit card or after the cruise. Many are of some considerable amounts in my case over 80 dollars for a bottle of wine. Luckily we were onboard and I went straight to Queens Lounge where charge was made. It was 1030pm when I spoke to the manager and asked what the charge for wine was at 8pm. She waffled for a while and then she blamed one of her staff and said we realised it was a mistake straight away. So I asked why wasn't it removed straight away and she couldn't answer me and sorry to say due to her body language and face didn't believe a word. She then removed the amount there and then but I honestly believe they were hoping I wouldn't notice the charge for a bottle of wine during dinner.

[Victoria2]

7 minutes ago, majortom10 said:

Sorry but it is happening a lot more than occasionally and there are many complaints of people having unknown charges added to their account either onboard or on credit card or after the cruise. Many are of some considerable amounts in my case over 80 dollars for a bottle of wine. Luckily we were onboard and I went straight to Queens Lounge where charge was made. It was 1030pm when I spoke to the manager and asked what the charge for wine was at 8pm. She waffled for a while and then she blamed one of her staff and said we realised it was a mistake straight away. So I asked why wasn't it removed straight away and she couldn't answer me and sorry to say due to her body language and face didn't believe a word. She then removed the amount there and then but I honestly believe they were hoping I wouldn't notice the charge for a bottle of wine during dinner.

major tom. It's happened to us, twice now I recall. One was a reasonably big bar bill added to our account and the other, a booked excursion we didn't book.

 

Both were sorted out at the Front desk with no palaver or black looks. When I say occasionally, I mean occasional. You will hear of the mistakes but not the final invoices which are correct. You and I were unlucky, but as we're both sensible and check everything, no harm done. 🙂

 

I wasn't present when your confrontation with a member of staff took place so will take your body language comment at face value but I can't believe any deliberate deception attempt took place, but then maybe I naively take mistakes at face value knowing they will be corrected, as ours were  with a sorry and a smile.

 

 

 

[Megabear2]

14 hours ago, ak1004 said:

 

Because it's obviously their mistake, so why I should waste my time on phone to fix it? They should resolve it by email, and if not, then I cause their BBB rating to go down and dispute with my credit card. Companies should be held accountable for their actions, and in this case, it seems like there is a pattern. Charge a customer credit card, majority will not notice anyway. A nice stream of an extra income for Cunard.

 

As for things being hard for everyone right now, I really don't see how this is related to Covid, but it seems like everyone is using Covid as an excuse for the incompetence and laziness.

I understand your annoyance at being over charged, however surely rather than expend your energy on this board you may be better directed to speak to Cunard as requested.  The longer you allow your anger to fester the worse it will feel which would surely not be a solution.  If you do as suggested and call not only might they rectify the situation but you could also politely voice your displeasure of their handling of the issue.  Sometimes what we think should happen doesn't no matter how hard we insist it will.  I suggest you swallow your ire and get your money back as clearly it is due to you.

Edited May 31, 2022 by Megabear2

[escrick]

My husband and I moved back to the UK, after having lived in the USA for a long time.  This year, we have had problems with several businesses because of computer glitches.  Also, in the UK at present,  there are staff shortages everywhere.  Therefore, people who are at work are overloaded.  Yes, we need patience these days!

[PORT ROYAL]

28 minutes ago, escrick said:

My husband and I moved back to the UK, after having lived in the USA for a long time.  This year, we have had problems with several businesses because of computer glitches.  Also, in the UK at present,  there are staff shortages everywhere.  Therefore, people who are at work are overloaded.  Yes, we need patience these days!

Agree, patience is needed, because of the 28 day reply protocol.

Are you sitting comfortably?
Once upon a time, there were PCSs, one call, or one email and problem solved in a matter of a day/s, with no subsequent errors or mistakes.

Now?  ….

Think there are more people (Snowflakes?) now, but not as productive, except in the creation of mistakes, or extending the acceptable deemed time to rectify errors.

This is the evidence of a new, improved and modernised Cunard, moving forward with the times that “today’s people” require.

 

 

 

 

 

 

[exlondoner]

I don't know what a PCS is, but don't think I've ever encountered one.

 

Carnival at Soton made a third of their staff redundant at the beginning of the pandemic. I have seen no mention of the reemploying them, so those remaining must be very pressed. Why are they snowflakes?

[Victoria2]

24 minutes ago, exlondoner said:

I don't know what a PCS is, but don't think I've ever encountered one.

 

Carnival at Soton made a third of their staff redundant at the beginning of the pandemic. I have seen no mention of the reemploying them, so those remaining must be very pressed. Why are they snowflakes?

 

27 minutes ago, exlondoner said:

I don't know what a PCS is, but don't think I've ever encountered one.

 

Carnival at Soton made a third of their staff redundant at the beginning of the pandemic. I have seen no mention of the reemploying them, so those remaining must be very pressed. Why are they snowflakes?

I googled it.

Personal Care Services.

The mind boggles! 😮

[North West Newbie]

46 minutes ago, exlondoner said:

I don't know what a PCS is, but don't think I've ever encountered one.

 

Carnival at Soton made a third of their staff redundant at the beginning of the pandemic. I have seen no mention of the reemploying them, so those remaining must be very pressed. Why are they snowflakes?

 

Personal Cruise Specialist.