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Business Profile

Cruises

Cunard Line

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/10/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I would like to inform staff at Cunard Line regarding individuals ******* ****** and ******* ******* who will be traveling on your cruise line in the coming months. Please be aware that Mr. ******* is a known grifter with the intention of fleecing retired wealthy and disabled individuals out of large sums of money and is specifically targeting wealthy older customers of the ********************** and ******************** **** on transatlantic and world voyages. The reservation booking is most likely under Mr. ****** and will be for December 2024 or January 2025 voyages and beyond.

  • Initial Complaint

    Date:11/07/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Over the past two years, I have repeatedly contacted Guest Relations in both ************* and the UK regarding recurring issues, but have only received automated responses indicating that my concerns are being addressed. I was unaware that I could escalate this matter to the Better Business Bureau (BBB). I am now reaching out to the BBB before considering further action through the ************************************** (****) or legal *********** May 2022, I received a notification from Cunard USA about the sudden cancellation of my familys upcoming cruise to ******. The cancellation caused significant stress for my family, as my parents were already aboard, and my wife, parents-in-law, and I were scheduled to join them. The lack of clear communication left us scrambling to adjust our plans, disrupting our journey. Despite repeated emails to Cunards customer service over nearly two years, I have only received automated replies, with no actual resolution provided.I was also promised a 25% cruise credit as compensation, but this has yet to be received due to the unexpected closure of my account. Additionally, I incurred a $100 financial loss from the refunded drinks package, caused by unfavorable exchange rates at the time of refund, for which I believe compensation is warranted.I have made multiple attempts to reach a resolution and have requested the following from Cunard:Confirmation of the 25% cruise credit and clarification on how it can be applied given my closed account.Compensation for the $100 exchange rate loss.A formal acknowledgment of my concerns and a plan to resolve them.Despite Cunards high reputation, their lack of response and accountability has been deeply disappointing. I am now seeking BBBs assistance to help prompt Cunard to address these issues fairly and provide the compensation and communication I was promised.

  • Initial Complaint

    Date:10/29/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Cunard is refusing to send me a refund check in my legal name because I had a different name when I booked the trip. I have no way to cash the check and theyre refusing to issue a check in my legal name.

  • Initial Complaint

    Date:08/26/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Cunard has not offered any resolution to this issue despite multiple emails and escalations. The client has offered suggestions, I his Travel advisor have offered suggestions. August 16, 2024 my client held a reservation for a fully accessible stateroom with Cunard.Client suffers from long Covid and uses a mobility device because he can't walk long distances.Subsequent calls were made to Cunard prior to deposit payment to a) ensure stateroom was accessible, b) correct mailing address for client and c) to make deposit on stateroom Immediately the same day, mobility form was submitted on the booking (It can only be filled out after booking). A second call was made to Cunard to inquire if there were any additional necessities. An email was given to contact ************************************** This was done asking whether there were any additional requirements.Client received email indicating that despite securing an accessible room, he would not be able to bring any mobility devices, including wheelchair. ******************* was contacted. Cunard requires (claiming Solace?) requirements that every mobility device be assigned an evacuation chair. We are not disputing there is a safety requirement.However, Why would there not be adequate evacuation chairs for a specifically accessible room?Additionally, we were told this is a "right now" evaluation. There is no waiting list, you just are declined, but with no alternatives. It is unclear if Cunard just wants to cancel this passenger because they've not manned the accessible staterooms properly. I"ve asked if we are to call daily, The client has asked to be moved to a more central accessible stateroom at Cunards cost if they cannot support a mobility device in a FULLY ACCESSIBLE STATEROOM Reservation..Additionally there are 4 dependent reservations for family members with active deposits to celebrate with the Client.

  • Initial Complaint

    Date:08/19/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On August 17, 2024 I Googled the telephone number to ***************, but unfortunately the first result, and number I called, was a scam customer service phone number. I spoke to ******* who held himself out to be ***************. He asked me security answers to access my account. ******* advised that prepaid gratuities were ****** for my booked cruise. The correct value of prepaid gratuities is $160.00. He charged my credit card in two transactions. One in the name of Royal Caribbean that was credited to Royal Caribbean in the amount of $160 (correct amount) and a second charge in the amount of $****** under the name "Flightassist." The ****** is a fraudulent charge.

  • Initial Complaint

    Date:08/19/2024

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We booked a Cunard cruise leaving 07/22/2024 at 5PM from ********* ,****** . Due to the Global software update crisis (Crowd strike) all flights where cancelled and we where unable to catch the ship. We informed Cunard immediately about the extraordinary circumstances . ****** from customer service cancelled our trip in order to be able to consider a full compensation. 07/23/2024 the customer relation office in ********** advised us to describe our case and send to Cunard Guest Relations . We got an automated answer that they received our mail but nothing ever since. We tried to contact the California office twice to be informed about our case. But never got any answer in return . We have done anything Cunard asked us to do (among the crazy idea to fly from ******* to Ketchikan and board the ship in a US port which i believe is even illegal) . Attached our letter to Cunard in which we are not even asked for a money refund but rather a compensation in cruise credits anywhere in the ** or ******. We are a retired couple and have time . But Cunard never answered. We never asked for but received from Cunard $550 ...we would accept a cruise credit voucher of $1650

  • Initial Complaint

    Date:07/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Cruised from ****** to ******** on May 16, 2024 on the Queen Mary 2, reservation 2HWP2N cruise code M412B. Prepaid for a massage for $250 to take place on 5/21. Once onboard I paid $268 for a transfer to train station when we got off the ship. Became horribly sick onboard due to incredibly lax sanitation protocol on the ship. On 5/20 went to the spa to cancel the massage for 5/21. It was very obvious I was too ill for the massage. They told me they would cancel it and have it refunded and I would get an email within 7 days telling me the refund was issued. Never got the email or the refund. When we got off the ship, we spent over an hour trying to get our supposed priority prepaid private transfer. We ended up giving cash to one of the drivers at the cruise terminal to get him to take us to the station so we would not miss our train due to the unorganized mess Cunard had at the transfer station at the terminal. I have attempted to contact them repeatedly by phone and email. When I phone, they say I have to email. No one ever responds to my emails. I am disputing with my bank, however, since they put it through as one big charge after you disembark I am only disputing part of the charge and i as soon as you get off the ship you cannot access the charge detail from onboard.

  • Initial Complaint

    Date:10/23/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went on a 7 day cruise with Cunard Cruise Line from July 16-July23 (2023) to ***************. The confirmation # was 2V3NMP. Overall, the experience was great. Food and the accommodations as well as the customer service was superb. However, I purchased an exclusive **************** prior to departure that Cunard offered that failed the entire 7 day period. The Internet package covered 2 devices (phone and IPAD) for $319.20. From the day of departure the internet on board of the Queen Victoria did not work! While the ship staff continued to announce that the Internet was down or not working each day was informative, it was not acceptable. As a result, I am requesting a refund for the above amount.I have made 5 written attempts but have not received a response. The only form of communication is via email address **************************************** There is only one telephone contact for Cunard is ************ which for making reservations. The folks at this number do not have contact number for guest services division, only email. The customer service is awful and customers are at the mercy of Cunard.

  • Initial Complaint

    Date:06/09/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a transatlantic cruise for my daughter ******************************* and her family and myself last July on the Queen ****. Booking # 2NWCC6D and 2NWC6R respectively. I was unable to go on the cruise and notified my Cunard ******************************* email ********************************** on March 25, 2022. She had indicated last spring " she was working on it"Based on the cancellation policy , cancellation fee of $922.72, with a credit remaining of I should get a credit of $6469.07. I have sent emails to Cunard on 6/15/22, 7/20/22,7/29/22, 10/31/22 , and 11/10/22 to Cunard with no resolution. I was assigned a RESOLVER number # RES10405254 and the response was that I had reached the highest level of complaint and my issue would be addressed( this was last December (2022) . I have received no resolution to this matter as of this date ( June8,2023). Anything you can do to help me in this matter is appreciated. Sincerely, *****************************

  • Initial Complaint

    Date:07/23/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I'm a savvy traveler and we own an online travel agency so I do travel for work & pleasure!! I travel a lot specially on cruises but it's my first time ever with Cunard and I was really surprised by how discriminated they can be against ****************** I got my first and only **** 2 years ago so right now she's****************** I was trying to book a long transatlantic cruise with ****** departing from ******* for my wife and I along with ******************** and everything was working fine for our reservation , so an inside cabin for my wife and I is around ***** but when I added ************** suddenly this cabin is not available anymore and only highest end suite is available for ******* as our only option to travel *********** on ****** !!! I was totally surprised of how they ************ against*************** and they can do anything to discourage you to travel with a baby !!!! Now I understand why some of our clients were unhappy with Cunard Cruise Lines and I had to refer them in the past to different cruise lines ************************** I'm not even sure if this business practice is legal as they discriminate ************************

    Business Response

    Date: 10/11/2022

    Business Response /* (1000, 14, 2022/10/11) */ Better Business Bureau RE: ****** ***** - Complaint Number ******* To Whom It May Concern: Thank you for contacting our office regarding **. *****, which is the subject of your complaint #*******. I appreciate the opportunity to respond at this time. I sincerely apologize for the upset **. ***** experienced during his pre cruise booking telephone call with our Cunard agent. Cunard does not condone discrimination of any kind. What our guest has described is definitely not representative of these standards and therefore, I do sincerely apologize for any discomfort **. ***** experienced. Please be assured that his comments will be forwarded to senior management for their information and future planning. I am more than happy to contact the guest to address his concerns. I appreciate the opportunity to address this matter. Until I may be of further service, I send my kind regards Sincerely, *********** Specialist, Guest Relations

Cunard Line is NOT a BBB Accredited Business.

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