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QM2 Southampton-New York, 15th Dec, 2014 - Live Blog


Skipper Tim
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My mother and I are home and recovered from the journey yesterday and the day before. This is a post with final thoughts.

 

Overall we both felt that Cunard has slipped significantly in quality since our QE2 Transatlantic 9 years ago. We enjoyed the crossing very much and Cunard still leads in certain areas. I will elaborate in no particular order.

 

Perhaps the biggest change is in cabin service. On the QE2, our cabin steward introduced himself and his assistant, both wearing smart white jackets as soon as we arrived. They had a little steward's station nearby and could always be found there or in the corridor during the day. They dealt with room service orders, queries and quibbles etc. and no sooner had we vacated the cabin and they would pop in, change a towel if it had been used, empty the bin, straighten the bed etc.. every time time we left. Our cabins were always serviced, discretely, while we had breakfast, and turned down over dinner, no matter what time we ate. They have been replaced with nothing more than a hotel chambermaid service and often ours on the QM2 did not visit until lunchtime. The cabin stewards were front line staff and our one-stop-shop for most things, a little like butlers for the cheaper cabins. When I think of 'White Star Service' it is the cabins stewards I think of. This, sadly, has completely gone.

 

Service is the Britannia Restaurant was often very slow. On more than one occasion we abandoned the last course because we couldn't bear to wait any longer. Also, there are only three courses now, while before there were four or five. The food was often tepid, the tea always weak, the toast always cold, and a multitude of other details we couldn't fail to notice. I remarked early on in this blog how sparse I found the menus. The restaurant staff were usually rushed with little or no time to speak. We have such vivid memories of our QE2 waiter because he made us all laugh with his stories and quick wit. He also never wrote anything down (in front of us at least) and never made a mistake with our orders. Neither can be said of our experience aboard the QM2. The new service levels appear to be simply due to staff cutbacks to breaking point.

 

Food quality has also taken a dive with cheaper cuts of meat, fewer 'expensive' dishes (no lobster, oysters, fillet mignon, etc.), more vegetarian options (sometimes 3 out of 4 choices were vegetarian) and simpler presentation. I mentioned the sliver plate cutlery had gone, along with the cut glass and china. The drop in quality was palpable and we both had to reset our expectations pretty much from the first day aboard.

 

I have already mentioned the drastic increase in real terms in drinks prices to the point of choking off the vast majority from ordering drinks at all. This is the opposite to our experience of the QE2 where prices were so reasonable that almost everyone drank before, during and after dinner. Now there are empty spaces and pushy waiters where once were found merry, socialising people.

 

There is a much greater push for sales now too. Even afternoon tea is an up-selling opportunity (with champagne in the Winter Garden). One can pay extra for practically anything already included in the cruise fare and are constantly reminded about this. There is a huge loss of dignity when a cruise line behaves like this. The constant sales push was irritating towards the end. Had I been on the QM2 any longer I think I would have had an adverse reaction to it.

 

What remained excellent are the few Cunard brand-associated aspects: the library, the 'enrichment' lectures, and just a little more guest space pp everywhere than mass cruise lines.

 

The fake 'Britishness' and allusions to a heritage that the current owners have a very tenuous connection to are, at best, amusing. It is like a Disney take on Cunard of a hundred years ago. I almost expected Dick van Dyke, with his authentic Cockney accent, to make the captain's daily broadcasts.

 

The ship is beautiful and, as one poster predicted, won me over. Such rock-steady passage, especially mid ships, is impressive. I mentioned before that we met people on the first morning, after a delayed, mid-night start, who did not know that we had departed. Similarly, a couple of hours after docking in Brooklyn, we met a couple who didn't know we had arrived. Only a true ocean-liner could have pull this trick off!

 

My mother is different. She has judged all her other cruise experiences by the standard set by her first on the QE2 and they have been inferior. Her QM2 experience was disappointing and she says she is "cured", meaning she does not intend stepping aboard another liner or cruise ship again. Once she held out for Cunard at the right price but she waited too long.

 

I remain open minded. Cunard has clearly moved into line with the most of the practices of the mass cruise lines I have experienced - MSC and Royal Caribbean. They retain their 'British' theme quirkiness, the (rapidly becoming obsolete) library and their excellent lectures. In most other aspects, unless sailing 'Grill Class', they offer little more than a mass cruise line. If I see the right price I would be tempted to sail Cunard again. However at typically three times the fare per night as an MSC Transatlantic, poorer service and food and much higher drinks prices this looks very unlikely any time soon.

 

I hope I have been fair and candid in all my posts. Tell me if I haven't!

 

For now, on the Cunard forum, I bid farewell and extend my best wishes for Christmas and the New Year.

 

Thanks for following!

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David, if you don't mind my asking, why don't you take your top coats with you to breakfast and totally vacate the cabin?

 

Seems to me that to properly clean a cabin, the previous passenger must leave the cabin, not to return to use the shower /loo, etc. Of course, it is the passengers right to occupy the cabin until the appointed time, but then once the passenger 'revisits' the cabin, it should be cleaned again, hopefully with proper disinfectants.

 

Ergo, I don't see the sense of 'cleaning' a cabin before the occupant has totally vacated the cabin with all his/her possessions - simply because cleaning can't be done effectively. -S

 

Well this isn't my problem really. We certainly would not carry our hand luggage and coats to breakfast, better to leave them there and until we return. Of course we use the bathroom and a towel which we leave on the floor, again not our problem. Whether the bathroom is cleaned again I don't know, I suspect not though the towel must be removed.

 

I agree with you that this is less than an ideal way to prepare cabins but it's almost certain that you will have taken possession of one that had had a similar treatment.

 

I couldn't put it better than this.

 

Cunard is synonymous with elegance, luxury and its renowned White Star Service which sets the standard by which all others are judged.

 

David.

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For now, on the Cunard forum, I bid farewell and extend my best wishes for Christmas and the New Year.

 

Thanks for following!

 

Tim, it's a long time since a post has had me "yessing" to every comment. I've stopped mentioning the Cunard food standards as I know the responses will come back "we thought the food was perfect". And the cabin service you received is normal now, certainly because the stewards have so many more to service.

 

We also sailed with QE2 and that experience obviously means we compare then with now. QM2 just does not measure up except for the ship itself which is technically superior as would be expected.

 

Thanks for your posts, the best cruise blog yet I think.

 

David

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...My mother is different. She has judged all her other cruise experiences by the standard set by her first on the QE2 and they have been inferior. Her QM2 experience was disappointing and she says she is "cured", meaning she does not intend stepping aboard another liner or cruise ship again. Once she held out for Cunard at the right price but she waited too long.

 

I remain open minded. Cunard has clearly moved into line with the most of the practices of the mass cruise lines I have experienced - MSC and Royal Caribbean...

 

Thank you for your comprehensive comparisons. I never sailed on QE2 having waited and waited until it was too late. Passengers today, except for those who book Grills, are not willing to pay the fares to sustain the service levels you experienced on QE2.

 

Just witness how many times our fellow posters will wait for the "best price" before booking. I've been admonished here that it just doesn't make any sense to spend more money than necessary. (Cunard and cruise lines have done this to themselves by training passengers to bid their time for a price break.)

 

It might be an interesting exercise to take the fare you paid on QE2 and run it through an inflation adjusted calculator. I don't know what price you paid but in Economics 101 you get what you pay for and you have to pay for what you get.

 

Given that you love the ship, but consider the fares to be some much higher on Cunard with service levels no better than other brands, you'll probably not sail Cunard again without a price break. And thus the perpetuating vicious circle of downward price pressure and declining service.

Edited by BlueRiband
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I know that there is great nostalgia for the past - and that some if not most of it is likely quite justified. That said, I wonder how the fares of cruises past compares to those of today? Our crossing this year cost more than 25% less than the same one (right down to the identical cabin) than it did two years ago. At those rates, I don't mind paying hotel rather than pub rates for cocktails, nor am I surprised that corners are being cut.

 

And on the subject of nostalgia, I'm always reminded what a dear friend who is a classical archaeologist once told me: that one consolation of the study of ancient history is the realization that, for more than four thousand years, old ladies have been convinced that strawberries tasted better when they were young...

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It might be an interesting exercise to take the fare you paid on QE2 and run it through an inflation adjusted calculator. I don't know what price you paid but in Economics 101 you get what you pay for and you have to pay for what you get.

 

Yes.

 

The figures. For the January, 2006 QE2 crossing we paid £365 each on an inside-guarantee, two-sharing basis with flight back JFK direct to Manchester. This time we paid £599 each for two sharing a balcony cabin with flight back from Newark to London (Manchester was £150 pp extra despite being nearer). Both times we booked around 3 weeks before the sailing after significant discounting without any previous intention of travelling. My mother is long-since retired and I can work via the internet wherever I am.

 

I would say, after years of near zero inflation, the fare, in real terms, is a quite a bit higher. You can do the exact calculations.

 

I find that one is very fortunate indeed ever to receive what one pays for. It is very easy to pay far more.

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Hi Captain Tim

If you come across a lovely lady called Dizzy in her wheelchair and her devoted mum Bette say hello from Darren and Louise. It was they who got us to cruise a few years ago. Great reading your blog as we are coming back on her next November. Happy cruising. Daz and Lou.

 

Since your post I looked our for a lady in wheelchair and possible mother but did not see them. I made my mother memorise your names too, just in case I forgot them. Sorry, I tried!

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Does anyone know or seen on Cunard site ,if there are any B2B in 2015 from Brooklyn NY 2015 , to Southampton ?

There haven't been any of these crossing in s few years.

 

******************************

Haven't re-checked today but I think I saw that availability at the end of April--beginning of May?

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Hi Skipper Tom.

 

Tim!

 

In my opinion, it is totally unacceptable for that to happen. I am very surprised at such actions. Twelve voyages on QM2, and we never experienced such a thing...if we had, I would have been not in the least amused.

 

I vacate my cabin at the assigned time, leaving the cabin pretty much as I found it. Cleaning crew should not enter the cabin without permission until the assigned time - a fairly simple rule which works for all concerned. Unless of course, crew members and cabin stewards have suffered such cutbacks that they need to resort to unacceptable measures in order to get their job done.

 

At any rate, I've read more than a few accounts of cabins being "cleaned" before the previous occupant vacated the cabin. Getting the bum's rush is unacceptable.

 

Harumph.

 

Salacia

 

There has to be a rule which we can all abide by. With hotels, it is usually 12pm. We were told 8:30 a.m. and were happy to comply. We would have been happy to vacate hours earlier if requested. To have our personal possessions interfered with before Cunard's instructed departure time was way too much.

 

To think of the amazing service I have had for a fraction of Cunard's price in Turkish, five-star, all-inclusive hotels,they must be mad.

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Yes, there are two:

 

June 3 to 21 and

Oct. 11 to 29

via Soton and Hamburg.

 

No stops in Cuba, however :D

Hi Cats. LOL. Not cuba. But I found about 4 , including stops

At Halifax. Yes , the June 3 via Hamburg

I made a post about this.

Cheers

And Happy holidays !

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Perhaps the biggest change is in cabin service. On the QE2, our cabin steward introduced himself and his assistant, both wearing smart white jackets as soon as we arrived. They had a little steward's station nearby and could always be found there or in the corridor during the day. They dealt with room service orders, queries and quibbles etc. and no sooner had we vacated the cabin and they would pop in, change a towel if it had been used, empty the bin, straighten the bed etc.. every time time we left. Our cabins were always serviced, discretely, while we had breakfast, and turned down over dinner, no matter what time we ate. They have been replaced with nothing more than a hotel chambermaid service and often ours on the QM2 did not visit until lunchtime. The cabin stewards were front line staff and our one-stop-shop for most things, a little like butlers for the cheaper cabins. When I think of 'White Star Service' it is the cabins stewards I think of. This, sadly, has completely gone.

 

Service is the Britannia Restaurant was often very slow. On more than one occasion we abandoned the last course because we couldn't bear to wait any longer. Also, there are only three courses now, while before there were four or five. The food was often tepid, the tea always weak, the toast always cold, and a multitude of other details we couldn't fail to notice. I remarked early on in this blog how sparse I found the menus. The restaurant staff were usually rushed with little or no time to speak. We have such vivid memories of our QE2 waiter because he made us all laugh with his stories and quick wit. He also never wrote anything down (in front of us at least) and never made a mistake with our orders. Neither can be said of our experience aboard the QM2. The new service levels appear to be simply due to staff cutbacks to breaking point.

 

Food quality has also taken a dive with cheaper cuts of meat, fewer 'expensive' dishes (no lobster, oysters, fillet mignon, etc.), more vegetarian options (sometimes 3 out of 4 choices were vegetarian) and simpler presentation. I mentioned the sliver plate cutlery had gone, along with the cut glass and china. The drop in quality was palpable and we both had to reset our expectations pretty much from the first day aboard.

 

I have already mentioned the drastic increase in real terms in drinks prices to the point of choking off the vast majority from ordering drinks at all. This is the opposite to our experience of the QE2 where prices were so reasonable that almost everyone drank before, during and after dinner. Now there are empty spaces and pushy waiters where once were found merry, socialising people.

 

There is a much greater push for sales now too. Even afternoon tea is an up-selling opportunity (with champagne in the Winter Garden). One can pay extra for practically anything already included in the cruise fare and are constantly reminded about this. There is a huge loss of dignity when a cruise line behaves like this. The constant sales push was irritating towards the end. Had I been on the QM2 any longer I think I would have had an adverse reaction to it.

 

What remained excellent are the few Cunard brand-associated aspects: the library, the 'enrichment' lectures, and just a little more guest space pp everywhere than mass cruise lines.

 

The fake 'Britishness' and allusions to a heritage that the current owners have a very tenuous connection to are, at best, amusing. It is like a Disney take on Cunard of a hundred years ago. I almost expected Dick van Dyke, with his authentic Cockney accent, to make the captain's daily broadcasts.

 

The ship is beautiful and, as one poster predicted, won me over. Such rock-steady passage, especially mid ships, is impressive. I mentioned before that we met people on the first morning, after a delayed, mid-night start, who did not know that we had departed. Similarly, a couple of hours after docking in Brooklyn, we met a couple who didn't know we had arrived. Only a true ocean-liner could have pull this trick off!

 

My mother is different. She has judged all her other cruise experiences by the standard set by her first on the QE2 and they have been inferior. Her QM2 experience was disappointing and she says she is "cured", meaning she does not intend stepping aboard another liner or cruise ship again. Once she held out for Cunard at the right price but she waited too long.

 

I remain open minded. Cunard has clearly moved into line with the most of the practices of the mass cruise lines I have experienced - MSC and Royal Caribbean. They retain their 'British' theme quirkiness, the (rapidly becoming obsolete) library and their excellent lectures. In most other aspects, unless sailing 'Grill Class', they offer little more than a mass cruise line. If I see the right price I would be tempted to sail Cunard again. However at typically three times the fare per night as an MSC Transatlantic, poorer service and food and much higher drinks prices this looks very unlikely any time soon.

 

I hope I have been fair and candid in all my posts. Tell me if I haven't!

 

For now, on the Cunard forum, I bid farewell and extend my best wishes for Christmas and the New Year.

 

Thanks for following!

 

I thoroughly enjoyed your voyage! Sounds like not much has changed from our back to back transatlantics last year. I never got the chance to experience the QE2 and I wish that were not so.

 

Last winter our eastbound voyage was on the QM2 in a Britannia veranda and we had a great cabin steward who did everything right. His english was good and he was an engaging personality, we became new friends talking about our respective lives and circumstances. All this in snippets throughout the course of the week, or when time allowed him an invited minute on our couch as he was cleaning. He took pride in keeping our stateroom spotless and it seemed he or his helper was always within nearby or within earshot, eager to help with the little extras that go a long way toward making a passenger feel like they are part of the ship's family and valued Cunard customers. In contrast on our return to NY via QE we had a nuts and bolts chamber person who often couldn't be found although his vacuum and trash can were always somewhat blocking the corner of the corridor near our room. He did the bare minimum required. On occasion when I was successful finding him I attempted to engage him in any kind of conversation. I finally figured out that he had a pretty poor command of the English language at best and a poor job attitude at worst. I'm not sure where the blame lies? In my expectations, fatigued over-worked employees, less than ideally trained employees, high employee turnover, or the last less than appreciative passenger? The problem with service on these two back to back voyages in our case was definitely inconsistency.

 

At the bottom of the barrel we frugal fare hunters (no disrespect intended) are used to the least desirable staterooms but are we receiving poor hotel staff as well? Is housekeeping management simply doing the best they can with the crew they are provided? Is the hotel management part of the problem or working toward a solution? A ship's crew can't all be great, right, and some are learning their skills or just plain new to their job? And, as an earlier poster pointed out it's arguable that on a whole we are getting what we pay for (I put us in the $75-$150/night customers, loosely).

 

Contrast this with the Grills customers experience; here we have butlers and/or stewards who I would hope are polished, professional, seasoned. gracious, and appropriately serving and inconspicuous at the same time. The epitome of White Star Service. We don't as often hear these passengers griping. But all this comes at a price, lets say $300-600 pp/night. This makes sense.

 

This leaves the $150-$300pp/night GULF, into which some Cunarders are willing to explore at a fare closer to the top of this spectrum than the bottom, for instance in Club Brittannia or perhaps the lower end of Princess Grill accommodation. A better stateroom, a more private dining experience, and one would have to hope some level of concierge service and at a minimum a great steward.

 

One thing is probably true. Cunard would love to have us all paying $300 per night and I would hope they then would invest more in the Experience, from better stewarding, to better menus and food quality, and one would hope less nickel an dime'ing.

 

However, herein lies the dilemma. Cunard is obviously not able to fill these 2000 passenger ships with Premium/Luxury customers willing to pay minimum $300/night. Therefore, these inconsistencies we've all noted must originate from the Line trying to be all things to all customers but having to 'cut corners' because there isn't enough demand (fare revenue) to fund the product they are purporting to deliver. They've trimmed all the fat from the bone to maintain profitability but the resulting product isn't catching on and some loyal customers are turning elsewhere in search of more value. This is the identity crisis I've alluded to before: how can they sustain, promote, and grow the Line/Brand in one luxury image with a bifurcated product?

 

Maybe this is all well and good; the ships are profitable, the business is just humming along, and Carnival is happy, but I doubt it. The Line has seen little growth. On the surface Cunard would seem to be Carnivals most logical Line to compete in the growing premium inclusive segment but how? For now Carnival's approach seems to be doubling down on the marketing and promotions budget, telling us 'Cunard is Luxury', and experimenting with adding long overdue inclusivity to their loyal and dedicated Grills passengers (ref. the most current promotion). If we just drive this square peg into this round hole a little harder....

 

Meanwhile NCL's Oceania/Regent has grown rapidly in the last 10 years providing premium inclusive fares including airfare on eight 1200 passenger ships at say a bare minimum of say $225 pp/night with no published discounting. HMMM. Seems to be working for them...

 

As for me, I'm still a big fan and I hope that shows. I'm just hoping for great White Star Service on our next voyage.

 

thanks again Skipper Tim.

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Tim!

 

 

 

There has to be a rule which we can all abide by. With hotels, it is usually 12pm. We were told 8:30 a.m. and were happy to comply. We would have been happy to vacate hours earlier if requested. To have our personal possessions interfered with before Cunard's instructed departure time was way too much.

 

To think of the amazing service I have had for a fraction of Cunard's price in Turkish, five-star, all-inclusive hotels,they must be mad.

 

OOPS! Sorry I called you Tom, Tim!

 

As I mentioned previously, I agree that the treatment of your personal possessions prior to the assigned time to vacate your cabin was totally unacceptable. I hope you will send a note to Cunard and let them know what happened - that way, perhaps, it won't happen again.

 

Thanks again for your interesting reports from on-board. Best wishes to you and your Mum for a happy new year. -S

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Hi Cats. LOL. Not cuba. But I found about 4 , including stops

At Halifax. Yes , the June 3 via Hamburg

I made a post about this.

Cheers

And Happy holidays !

 

Hi turquoise,

yes, I found them too, but concentrated only on those you asked for .... Anyway, Happy Holidays to you and

Cheers!

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For a direct NYC-Southampton-NYC back-to-back you can book the August 19 eastbound followed by the August 27 westbound. They're both 8-day transatlantics, which could be seen as good news or bad news...

There are also some b2b via Halifax

Good news or bad news. , what do you mean:confused: ? Take the b2b or fly one way from UK/italy or

Usa as was done since time of transatlantic voyages

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...At the bottom of the barrel we frugal fare hunters (no disrespect intended) are used to the least desirable staterooms but are we receiving poor hotel staff as well? Is housekeeping management simply doing the best they can with the crew they are provided? ... (I put us in the $75-$150/night customers, loosely). ..

 

..They've trimmed all the fat from the bone to maintain profitability but the resulting product isn't catching on and some loyal customers are turning elsewhere in search of more value. This is the identity crisis I've alluded to before: how can they sustain, promote, and grow the Line/Brand in one luxury image with a bifurcated product?

 

Just to play Devil's Advocate, if you are a frugal fare hunter and long time loyal customer Cunard (nor does any other line) does not really want your business.

 

"Brucemuzz" has mentioned that loyal repeat customers are the worst customers in terms of profitability. He cliams with each voyage passenger onboard spending goes down about 9%. So by the time a person reaches Diamond status their onboard spend is zero.

 

If Cunard does offer rock bottom late promotions I probably should not blame anybody for taking advantage. But they seem have backed themselves into the proverbial corner. People will lament that "it's not like QE2" but won't pay the equivalent of what that QE2 fare would be today. So instead of 5-day crossings like QE2 we see 7, 8, and even 9 day (stop at Halifax) crossings.

 

In the "Ask a cruise question" forum somebody who had never sailed on Cunard lamented that ships don't have proper promenade decks, the decor is loud and gaudy, dressing for dinner has gone by the wayside, etc. and is there anything for traditionalists like herself? I wrote that she should check out Cunard, expecially QM2. Her response? She didn't care to pay the Seabourn-like prices.

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As I mentioned previously, I agree that the treatment of your personal possessions prior to the assigned time to vacate your cabin was totally unacceptable. I hope you will send a note to Cunard and let them know what happened - that way, perhaps, it won't happen again.

 

Note duly sent. I do not expect it to make any difference unless what happened is totally against company policy. Then it may be looked into.

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Regarding the cabins the morning of departure -- I always put the "do not disturb" sign out when I go to breakfast. Never had a steward try to clean my room prematurely.
Twice in the past I've had the "Do Not Disturb" sign strangely vanish during the last night "turn down" service.

 

So now, as I said previously, I speak to my cabin steward in person before breakfast the final morning and explain, in a nice way, that I will not be "rushed" from my cabin.

 

Best wishes :)

Edited by pepperrn
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Twice in the past I've had the "Do Not Disturb" sign strangely vanish during the last night "turn down" service.

 

So now, as I said previously, I speak to my cabin steward in person before breakfast the final morning and explain, in a nice way, that I will not be "rushed" from my cabin.

 

Best wishes :)

 

Pepperrn, I think that is very sage advice.

 

Regarding the "Do not disturb" sign on the door - at dinner tonight, the topic came up about cruise ships, and recent assaults on passengers by crew members having a master key to cabins*. I was asked if there was a key chain lock on the cabin doors on QM2. To the best of my memory, there was no key chain on any of the 12 QM2 balcony cabins I've occupied.

 

Hopefully there is there now a key chain lock on all cabin doors on QM2? Thanks in advance for replies -S.

 

*http://www.nj.com/hudson/index.ssf/2014/12/cruise_ship_worker_accused_of_sexually_abusing_sleeping_woman.html

Edited by Salacia
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