Do Cunard Ever Listen ???

[oldsilverfox]

I have been reading a lot of posts recently, with some complaining about some or other practice that Cunard has instituted, which the poster isn't happy, which often end on the lines of "I hope that someone from Cunard is listening", so I thought I would tell you all a true story.

 

In the year after the QM2 was introduced, I did a TA crossing on her.

 

As is often the case we organised a CC roll call during the trip.

 

Just as we got started a very elegant lady joined us and soon was talking to all and sundry about our thoughts about the boat and the service. She was so easy to chat to, she seemed to have that listening manner.

 

We noticed that when the Cruise Director eventually appeared for his nominal presence, he was extra polite to this lady, as was the Cunard hostess organising the event.

 

It eventually revealed that she was the Captain's wife who read all the CC Cunard forums, listened to the passengers and tried to distill all the genuine concerns about the QM2 into a form that she could convey to her husband, in a digestible form.

[Sicky Vicky]

I have been reading a lot of posts recently, with some complaining about some or other practice that Cunard has instituted, which the poster isn't happy, which often end on the lines of "I hope that someone from Cunard is listening", so I thought I would tell you all a true story.

 

In the year after the QM2 was introduced, I did a TA crossing on her.

 

As is often the case we organised a CC roll call during the trip.

 

Just as we got started a very elegant lady joined us and soon was talking to all and sundry about our thoughts about the boat and the service. She was so easy to chat to, she seemed to have that listening manner.

 

We noticed that when the Cruise Director eventually appeared for his nominal presence, he was extra polite to this lady, as was the Cunard hostess organising the event.

 

It eventually revealed that she was the Captain's wife who read all the CC Cunard forums, listened to the passengers and tried to distill all the genuine concerns about the QM2 into a form that she could convey to her husband, in a digestible form.

 

The problem is this:

 

Those on board seek to look after passengers to the best of their ability.

 

Those on shore seek to maximise revenue to the best of their ability.

 

Sometimes I wonder if shoreside even know that Cunard operates ships.

[guernseyguy]

It eventually revealed that she was the Captain's wife who read all the CC Cunard forums, listened to the passengers and tried to distill all the genuine concerns about the QM2 into a form that she could convey to her husband, in a digestible form.

 

Sounds like Julie Rynd, Chris Rynd's wife - both a credit to Cunard.

[Cruachan]

I have been reading a lot of posts recently, with some complaining about some or other practice that Cunard has instituted, which the poster isn't happy, which often end on the lines of "I hope that someone from Cunard is listening", so I thought I would tell you all a true story.

 

In the year after the QM2 was introduced, I did a TA crossing on her.

 

As is often the case we organised a CC roll call during the trip.

 

Just as we got started a very elegant lady joined us and soon was talking to all and sundry about our thoughts about the boat and the service. She was so easy to chat to, she seemed to have that listening manner.

 

We noticed that when the Cruise Director eventually appeared for his nominal presence, he was extra polite to this lady, as was the Cunard hostess organising the event.

 

It eventually revealed that she was the Captain's wife who read all the CC Cunard forums, listened to the passengers and tried to distill all the genuine concerns about the QM2 into a form that she could convey to her husband, in a digestible form.

 

Similar thing happened to me on a QV cruise. I went off on a shore excursion in Denmark and got chatting away to our bus escort. She was also a very pleasant person and an easy person to talk to. We had a great chat about this and that and mutual acquaintances and so on. It was only later that I discovered that she was the Captain's wife and that she did a bit of "moonlighting" as a bus escort.

 

J

[Cruachan]

Sounds like Julie Rynd, Chris Rynd's wife - both a credit to Cunard.

 

Peter you beat me to it! See my post #4 - that's exactly who I was talking about.

 

J

[MadScientist_01]

She would be bending his ear right now then :)

 

If anyone from Cunard was listening/reading it would be good to stress that this isn't a bunch of people just whinging and saying 'this is an outrage, we'll never sail on Cunard again, give us lots of free stuff or else' - it is people who are passionate about the line, but also understand the financial state of the world and are pretty realistic about things that may need to be done. However, they are concerned with the way it is being done, with seemingly ad hoc initiatives arbitrarily applied on loyal customers.

 

My message to Cunard would be - just be honest, open and upfront about the things you need to do, we'll understand.

[Sicky Vicky]

My message to Cunard would be - just be honest, open and upfront about the things you need to do, we'll understand.

 

Quite right. They need to play the game with a straight bat. Realise that it is Cricket, not baseball. They seem to have lost the sense of maturity and fair play that was present under Carol Marlow, who was also willing to listen to sensible complaints - especially when "more in sorrow than in anger"......

[John Paul Conti]

She would be bending his ear right now then :)

 

If anyone from Cunard was listening/reading it would be good to stress that this isn't a bunch of people just whinging and saying 'this is an outrage, we'll never sail on Cunard again, give us lots of free stuff or else' - it is people who are passionate about the line, but also understand the financial state of the world and are pretty realistic about things that may need to be done. However, they are concerned with the way it is being done, with seemingly ad hoc initiatives arbitrarily applied on loyal customers.

 

My message to Cunard would be - just be honest, open and upfront about the things you need to do, we'll understand.

 

 

As one of those people who care (and sometimes complain) about Cunard and its ships... very well said!

[Pennypocket]

Every single cruise line monitors these boards and those elsewhere on the internet to be able to guage customer satisfaction. If a particular line's passenger's want to hold to tradition and are strong in their beliefs then mamangement holds to tradition. If another passenger consist regularly posts that all they care about is being on a cruise and really do not care about tradition and amenities then management sees this as a nice window of opportunity to do some cost savings through amenity shrink.

 

Cunard passengers for the most part sail Cunard because of something very special that can not be found on a regular basis on other lines. Therefore the old addage should be followed carefully "IF IT ISN'T BROKEN - DON'T TRY TO FIX IT"

 

.A new head always tries to make their own mark. Sometimes they stub their toe a bit as they are not quite up to speed on the company bones.It is up to the customers to let the head know when they are stubbing their toes via posts here and with direct communication with headquarters. Only very dumb and hence short lived companies and heads ignore the paying public and their desires in a product.

[flag fan]

Every single cruise line monitors these boards and those elsewhere on the internet to be able to guage customer satisfaction. If a particular line's passenger's want to hold to tradition and are strong in their beliefs then mamangement holds to tradition. If another passenger consist regularly posts that all they care about is being on a cruise and really do not care about tradition and amenities then management sees this as a nice window of opportunity to do some cost savings through amenity shrink.

 

Cunard passengers for the most part sail Cunard because of something very special that can not be found on a regular basis on other lines. Therefore the old addage should be followed carefully "IF IT ISN'T BROKEN - DON'T TRY TO FIX IT"

 

.A new head always tries to make their own mark. Sometimes they stub their toe a bit as they are not quite up to speed on the company bones.It is up to the customers to let the head know when they are stubbing their toes via posts here and with direct communication with headquarters. Only very dumb and hence short lived companies and heads ignore the paying public and their desires in a product.

 

 

I agree that if it isn't broke, don't fix it, but I think a lot of cruise lines want to expand their passenger base--get people to cruise who have not before, rather than just settle with satisfying the same customers they have had. That puts them in the difficult position of changing to attract new customers without alienating their loyal customer base. There are also economic pressures to economize to compete with other lines and to meet the business needs of the parent company.

 

I think the key is for a cruise company to establish an identity and then stick to it, with changes consistent with that identity. RCCL and NCL are innovative and for people who want a lot of activites. Seabourn and RSSC focus on the highest standards of food and service.

 

I think of Cunard as focusing on oceanliner traditions, with quality service, good food, lots of lectures mixed in with the more lively forms of entertainment, and a general more formal ambience at night. I think Cunard is doing a pretty good job of keeping its identity while making evolutionary (rather than radical) changes. Some of the recent changes--Britannia club to give more flexibility to dining, charges for alternative dining rooms in King's Court--are relatively minimal while meeting passenger or corporate needs. I hope they do what they is needed to remain financially successful (yes, even selling the Queen Elizabeth 2) while maintaining their unique niche in the industry (and perhaps even adding a new ship and new itineraries).

[mabel58]

The problem is this:

 

Those on board seek to look after passengers to the best of their ability.

 

Those on shore seek to maximise revenue to the best of their ability.

 

Sometimes I wonder if shoreside even know that Cunard operates ships.

Agree entirely with this.

[GAV BOY]

I have always received exceptional service from Shoreside they have bent over backwards to help and i will defend them to the end. Also the Crew and Staff onboard the Ships are excellent. :D

They make an excellent team.:)

Gavin.

[Sicky Vicky]

I have always received exceptional service from Shoreside they have bent over backwards to help and i will defend them to the end.

 

They certainly are friendly and willing. But quite incapable. Your opinion is the only one I have heard defending shoreside.

 

Also the Crew and Staff onboard the Ships are excellent.

 

No-one has suggested anything else.

 

They make an excellent team.

 

From what I have been told, at least one ex-Cunard captain has suggested otherwise. I remember stories of frustration that shoreside would not seek advice as to how long it would take to get from A to B. Some team......

[GAV BOY]

 

They certainly are friendly and willing. But quite incapable. Your opinion is the only one I have heard defending shoreside.

 

 

 

No-one has suggested anything else.

 

 

 

From what I have been told, at least one ex-Cunard captain has suggested otherwise. I remember stories of frustration that shoreside would not seek advice as to how long it would take to get from A to B. Some team......

 

Sadly, as im sure your aware people can sometimes only complain but rarely praise. I expect there are many happy guests. :D

 

Gavin.

[CtheW0rld]

sure cunard reads these boards. they would be silly not to. however, CC members represent only a very tiny fraction of actual passengers.

[Sicky Vicky]

Sadly, as im sure your aware people can sometimes only complain but rarely praise. I expect there are many happy guests. :D

 

Gavin.

 

Quite.

 

One good example of this, you'll presumably agree, would be the smoking changes?

 

Those who were anti were the only ones who whined, so the only ones who were heard. I doubt that they represent the majority.

 

My experience of shoreside has been poor however. Certainly polite, willing and friendly, but simply not knowledgeable.

[Salacia]

Sadly, as im sure your aware people can sometimes only complain but rarely praise. I expect there are many happy guests. :D

 

Gavin.

 

If I were a guest, I'd not only be happy, I'd be ecstatic! However, I am a paying passenger.:D

 

And as a frequent passenger, much like the majority of posters here, I both recognize and praise those aspects of Cunard that are worthy of praise. But I also recognize and comment on those areas that are in need of improvement. -S

[Seachase20]

I have always received exceptional service from Shoreside they have bent over backwards to help and i will defend them to the end. Also the Crew and Staff onboard the Ships are excellent. :D

They make an excellent team.:)

Gavin.

 

May I respectfully disagree, Shoreside are completely inept, most have not even set foot up a gangway and have no idea how a ship is run, and that it is NOT a hotel on land. It is very hard to get a definitive answer from anyone ashore, suggesting training is very poor. I do have to agree, however, that onboard, things are very different. But it is very much an US/Shoreside against THEM/Shipboard situation, I'm afraid. Sadly they are very far from being a team.

[Seachase20]

If I were a guest, I'd not only be happy, I'd be ecstatic! However, I am a paying passenger.:D

 

And as a frequent passenger, much like the majority of posters here, I both recognize and praise those aspects of Cunard that are worthy of praise. But I also recognize and comment on those areas that are in need of improvement. -S

 

Quite so. I have always wondered what twit first thought of calling us - quite incorrectly - guests, when clearly we are paying passengers. I realise that the term passenger was originally used when ships carried people from Point A to Point B, and most of today's ships cruise rather than cross the Atlantic. But "guests" don't pay, at least not in my house!

[phillipahain]

We loved our original Cunard cruises on QV

 

Sadly joining the QM2 in Cape Town on the last leg of its World Cruise this year was an utter Fiasco

 

Since The Cunard President , The Captain Nick Bates and John Duffy all just stood there looking at the 2.5 hr line and did absolutely nothing to ease the passengers distress not even providing cool drinks and once onboard not one ounce of apology was forthcoming i very much doubt anyone in Cunard cares a damm

 

The rest of the cruise continued in much the same vein of poor and disinterested service and attitude

 

We have 3 Cunard cruises that were already booked before boarding the QM2 and if it was possible to cancel them without a major loss we sure would

 

Totally saddened that Cunard top brass or maybe its Carnival Plc are wrecking a once proud name and great service

[Salacia]

Quite right. They need to play the game with a straight bat. Realise that it is Cricket, not baseball. They seem to have lost the sense of maturity and fair play that was present under Carol Marlow, who was also willing to listen to sensible complaints - especially when "more in sorrow than in anger"......

 

:confused: We play baseball with a staight bat on this side of the pond.

 

I agree with you otherwise. :) -S.

[The Real PM]

:confused: We play baseball with a staight bat on this side of the pond.

Of course, we have Wall Steet here! What could be straighter than that?:eek: