Booking is TERRIBLE!!!

[ChezR]

I have been on QM2 several times ... tried to go again November 2019. 

The booking process is now SO BAD I'll never sail her again!

Booked a month ago ... no money down ... told a full refund available June. 

Booking evaporated without so much as an email confirming it. 

It was via phone call to a call center from in USA. 

From Europe I booked again ... via web site ... this time I gave them $500.  Got confirmation including flights I never ordered.  Called UK call centre.  NO REFUNDS!!!  Wanted to rehome my guest and told the only flights available from Southampton were to Germany!

They did refund me the flights ... then argued with me about everything.  Every email takes 10 days to be replied to.  

I had $250,000 earmarked for a world cruise.  Can think of better ways to spend it!

Did they outsource their booking services? 

 

[Host Hattie]

Welcome to Cruise Critic, it sounds as if you would be better using a Travel Agent if you are unhappy dealing with Cunard direct.

[ChezR]

Not the point!  Cunard should do a better job!

[Griller]

Can't say I ever had a problem with the booking process, however all my problems and unanswered letters and emails started from problems once on board, I agree Cunard should do a better job rather than rely on past glory.

 

I have not sailed Cunard for 5 years after a less than stellar T/Atlantic on QM2 but are giving them another try soon after a $65 a day balcony offer came my way.

[ChezR]

And besides.  It's 2019.  Who uses Travel Agents?  Seriously?  I use apps and web sites and I'm middle aged.

 

 

 

[Se1lad]

23 minutes ago, ChezR said:

And besides.  It's 2019.  Who uses Travel Agents?  Seriously?  I use apps and web sites and I'm middle aged.

 

 

 

I book online with everything but cruises.  I have always found i get a better deal with a TA than with Cunard ... and an even better deal if I speak to the TA on the phone rather than booking via their website.

[MCC retired]

2 hours ago, ChezR said:

And besides.  It's 2019.  Who uses Travel Agents?  Seriously?  I use apps and web sites and I'm middle aged.

 

 

 

CLIA states approx 65% of all cruises are booked by TA’s.

Cruise Line apps and their websites will get you current retail available to all , including TA’s who can always sweeten the deal .

[Underwatr]

2 hours ago, ChezR said:

And besides.  It's 2019.  Who uses Travel Agents?  Seriously?  I use apps and web sites and I'm middle aged.

I routinely save 10% with a travel agent (plus I avoid the new Cunard website booking process)...

[safarigal]

4 hours ago, ChezR said:

And besides.  It's 2019.  Who uses Travel Agents?  Seriously?  I use apps and web sites and I'm middle aged.

 

 

 

Booking through a travel agent is still the best way to go. I know that doesn't help with your issues with Cunard, and they should do better, but using a TA saves times and money. Good luck with your booking - I do hope you get to do a world cruise. It really is something amazing, and worth the cost :)

[daisybel]

book with a TA face to face. Find one who is a Member of CLIA (cruise lines international association)

 Members are usually fully trained and more importantly they are able to get the best deals for your cruise and also they know who to contact if there is a problem

good luck

 

[exlondoner]

12 hours ago, ChezR said:

I have been on QM2 several times ... tried to go again November 2019. 

The booking process is now SO BAD I'll never sail her again!

Booked a month ago ... no money down ... told a full refund available June. 

Booking evaporated without so much as an email confirming it. 

It was via phone call to a call center from in USA. 

From Europe I booked again ... via web site ... this time I gave them $500.  Got confirmation including flights I never ordered.  Called UK call centre.  NO REFUNDS!!!  Wanted to rehome my guest and told the only flights available from Southampton were to Germany!

They did refund me the flights ... then argued with me about everything.  Every email takes 10 days to be replied to.  

I had $250,000 earmarked for a world cruise.  Can think of better ways to spend it!

Did they outsource their booking services? 

 

 

How you spend your money is, of course, entirely up to you. However, if you find the experience of Cunard cruise very agreeable (and lots of people don't), it would seem both an extreme reaction and a shame to deprive yourself of that just because of the total frightfulness of the booking system. Once you are booked you are done with it, and have the delights of the voyage to look forward to and enjoy.

[majortom10]

Would never book direct with any cruise line always use a TA and always get a better deal than booking direct.

 

[Host Hattie]

13 hours ago, ChezR said:

And besides.  It's 2019.  Who uses Travel Agents?  Seriously?  I use apps and web sites and I'm middle aged.

 

 

 

I do, I made the mistake of thinking I didn't need my usual TA and booked via the Cunard website earlier this year and it didn't go very well !

Having said that, it only took 1 phone call to UK customer service and it was all sorted.

[david,Mississauga]

15 hours ago, ChezR said:

And besides.  It's 2019.  Who uses Travel Agents?  Seriously?  I use apps and web sites and I'm middle aged.

 

 

 

 

This is not the first time we have seen comments like this. Even though it is 2019, there are benefits to using a travel agent. I don't mean just any travel agent who might be chosen because they offer a discount on the fare, but a specialist in cruises. A knowledgeable agent who may have “connections” can be of great assistance.

 

When Cunard (or any cruise line) says in answer to your request: “It can’t be done” or “the ship is sold out and the wait-list is too long so forget it” you may be pleased with what an experienced travel agent can do.  It would take too long for me to tell you the wonderful experiences I have had in the past decades.

 

I book almost all our air and rail travel and hotels on-line, but an ocean voyage is serious business to us and I will always use an agent.

[candle in the wind]

 The only time I dealt with Cunard directly was when I had pre-paid a future deposit. Everyone was helpful and charming, but one of my flight bookings was cancelled, and they couldn't see that on their screens when I told them, but as I had already checked with Air Canada Cunard did follow up and reinstated my flight, but you have to be vigilant. I feel ChezR's frustration, but perhaps in time she/he will weigh the pros and cons.

[Solent Richard]

1 hour ago, david,Mississauga said:

 

This is not the first time we have seen comments like this. Even though it is 2019, there are benefits to using a travel agent. I don't mean just any travel agent who might be chosen because they offer a discount on the fare, but a specialist in cruises. A knowledgeable agent who may have “connections” can be of great assistance.

 

 

When Cunard (or any cruise line) says in answer to your request: “It can’t be done” or “the ship is sold out and the wait-list is too long so forget it” you may be pleased with what an experienced travel agent can do.  It would take too long for me to tell you the wonderful experiences I have had in the past decades.

 

 

I book almost all our air and rail travel and hotels on-line, but an ocean voyage is serious business to us and I will always use an agent.

 

How correct you are David.

 

In matter of fact as an exercise I tested two UK Travel Agents, one claiming to be the largest online site and the other one who advertises through the press.

 

On a 19 night 'Cruise Only' in Princess Grill the latter clipped £400 off the online  agent plus a bottle of Champagne complimentary in the stateroom.

 

Regular Cunarders who don't shop around must have money to burn.

 

 

[Jack E Dawson]

ChezR,

You mentioned, in your original post, that you had taken "several" voyages on the QM2. I can only guess that your past experiences had been positive if you were attempting to book another trip. Unfortunately, sometimes a relationship can be irrevocably poisoned by just one bad experience. It sounds like this is the case and that is why you are moving on. But, as you said, there are better ways you can spend your money. Enjoy.

 

Jack

[CruisinGirl777]

On 5/27/2019 at 5:42 PM, Griller said:

I have not sailed Cunard for 5 years after a less than stellar T/Atlantic on QM2 but are giving them another try soon after a $65 a day balcony offer came my way.

 

Please give details about this balcony offer. When are you sailing? Thx 

[megr1125]

Who books with TAs??  People who don't want to spend 90 minutes of their own time on hold with cruise lines trying to fix stuff, that's who books with TAs.  And people who want service.  And people who want the advice of someone who is trained, a member of CLIA, preferably with top certification...and people who don't want their cabin for their honeymoon to be a connecting cabin because the future cruise sales agent wasn't paying attention.

 

How's that for starters??  😄 😄 😄

 

[Ynox]

The new Cunard site sucks. It's useless. Cunard are aware though.

 

I booked my next trip on board the other day. I blame morning drinking at the senior officers party!

[Tonopah]

19 hours ago, Ynox said:

I booked my next trip on board the other day. I blame morning drinking at the senior officers party!

 

Good a reason as any, I guess.

[bazzaw]

I do seriously dislike the Cunard website!!!! I don't know who designed their website - but it is atrocious to use!!!!   😞 For me , it is just simple things like trying to find out what ports a ship visits - they have this interactive "thingie" whereby you have to click though all the ports individually - I would just like to see a simple list of ports !

[Bigmike911]

On 5/30/2019 at 11:57 AM, megr1125 said:

Who books with TAs??  People who don't want to spend 90 minutes of their own time on hold with cruise lines trying to fix stuff, that's who books with TAs.  And people who want service.  And people who want the advice of someone who is trained, a member of CLIA, preferably with top certification...and people who don't want their cabin for their honeymoon to be a connecting cabin because the future cruise sales agent wasn't paying attention.

 

How's that for starters??  😄 😄 😄

 

I have booked 15 crossings with my travel agent. I have found her to be an absolute treasure. She has gotten me reduced fares on existing bookings as well as generous on-board-credit. I can usually call her and get her on the line directly, and on those occasions where she has to call me back it is usually within minutes. So I for one will always book with her.