PAMJP Posted August 2, 2022 #1 Share Posted August 2, 2022 We are sailing on Queen Victoria in October and have started to look at excursions. We have booked one for Tromso and received a confirmation email. Is it normal for Cunard to add 15% service charge to your onboard account, which they say you can amend or cancel once on board? I can understand , I think, if I dealt with someone to help with booking but I did it through my Cunard online myself. Link to comment Share on other sites More sharing options...
Teddy123 Posted August 2, 2022 #2 Share Posted August 2, 2022 It's a long time since I booked an excursion(!) but I think this is a new departure, that I too noticed. I will be asking for my service charge to be removed unless I get a very convincing explanation for it. Given its quality, Cunard should be paying me to use their website, not vice versa! Link to comment Share on other sites More sharing options...
PAMJP Posted August 2, 2022 Author #3 Share Posted August 2, 2022 7 minutes ago, Teddy123 said: It's a long time since I booked an excursion(!) but I think this is a new departure, that I too noticed. I will be asking for my service charge to be removed unless I get a very convincing explanation for it. Given its quality, Cunard should be paying me to use their website, not vice versa! Totally agree!🤙 Link to comment Share on other sites More sharing options...
bluemarble Posted August 2, 2022 #4 Share Posted August 2, 2022 Cunard has apparently just recently started adding the 15% service charge to their shore excursions, with the proviso that I can be amended or removed. What isn't clear is who ultimately receives the money. If it goes back to the tour operators and ultimately to the guides and coach drivers, eliminating the need for us to tip those who served us during the excursion, then I could see that might be a useful step. If it ends up with Cunard, possibly to be distributed to the onboard shore excursion staff, then I'm less inclined to see how that charge is merited for an online booking. 1 Link to comment Share on other sites More sharing options...
Rare carlmm Posted August 2, 2022 #5 Share Posted August 2, 2022 Service charge on excursions? Is any other cruise company that greedy? Is this for real or an IT glitch? 1 Link to comment Share on other sites More sharing options...
bluemarble Posted August 2, 2022 #6 Share Posted August 2, 2022 (edited) 7 minutes ago, carlmm said: Service charge on excursions? Is any other cruise company that greedy? Is this for real or an IT glitch? I just read a post on social media indicating this is indeed some kind of glitch and that Cunard is not intending to add a 15% service charge on their shore excursions. That didn't come directly from Cunard but it is from a well informed contributor with Cunard contacts. I guess time will tell for sure. Edited August 2, 2022 by bluemarble 2 Link to comment Share on other sites More sharing options...
Rare carlmm Posted August 2, 2022 #7 Share Posted August 2, 2022 Just now, bluemarble said: I just read a post on social media indicating this is indeed some kind of glitch and that Cunard is not intending to add a 15% service charge on their shore excursions. That didn't come coming directly from Cunard but it is from a well informed contributor. I guess time will tell for sure. Well I hope so ... Thank you @bluemarble I just checked for my upcoming cruise and this charge is nowhere mentioned, neither directly nor in the T&Cs. Link to comment Share on other sites More sharing options...
Host Hattie Posted August 2, 2022 #8 Share Posted August 2, 2022 There's no service charge showing on mine, I didn't actually book any but I got as far as the page to enter my credit card information and the total was just the amount shown on the original page. Link to comment Share on other sites More sharing options...
Teddy123 Posted August 2, 2022 #9 Share Posted August 2, 2022 The confirmation e-mail says the 15% is added to the onboard account "after the service is rendered", not paid up front, so there's scope for Cunard to drop it. Link to comment Share on other sites More sharing options...
exlondoner Posted August 2, 2022 #10 Share Posted August 2, 2022 I have just checked our bill from last week and there has been nothing added to the cost of our one trip, which was booked on board. Link to comment Share on other sites More sharing options...
Host Hattie Posted August 2, 2022 #11 Share Posted August 2, 2022 7 minutes ago, Teddy123 said: The confirmation e-mail says the 15% is added to the onboard account "after the service is rendered", not paid up front, so there's scope for Cunard to drop it. Sounds like maybe the text should be on spa appointment confirmations not shore excursions? 1 Link to comment Share on other sites More sharing options...
Teddy123 Posted August 2, 2022 #12 Share Posted August 2, 2022 (edited) I suppose it could be that Cunard's IT systems are really that bad! Edited August 2, 2022 by Teddy123 1 Link to comment Share on other sites More sharing options...
Rare 2BACRUISER Posted August 2, 2022 #13 Share Posted August 2, 2022 I booked two trips today and also got the 15% will be added on my confirmation. They can go take a running jump their excursion prices are a third more expensive than doing independently sadly my independent choice has had to cancel so I've booked thro my voyage. 🤔🙄 Link to comment Share on other sites More sharing options...
exlondoner Posted August 2, 2022 #14 Share Posted August 2, 2022 22 minutes ago, Teddy123 said: I suppose it could be that Cunard's IT systems are really that bad! There's a lot of evidence to support that view. 😀 1 1 Link to comment Share on other sites More sharing options...
PAMJP Posted August 2, 2022 Author #15 Share Posted August 2, 2022 Thanks for all replies, yes my confirmation email mentioned the 15% would be added to our on board account. I intend to cancel the charge when we are on board. Maybe Cunard will be giving me 15% refund of excursion cost as a thank you for booking online! Link to comment Share on other sites More sharing options...
longton Posted August 2, 2022 #16 Share Posted August 2, 2022 1 hour ago, Host Hattie said: There's no service charge showing on mine, I didn't actually book any but I got as far as the page to enter my credit card information and the total was just the amount shown on the original page. I almost booked 2 shore excursions yesterday. The amount that would have been charged to my credit card was the amount quoted. There was nothing about service charges and I doubt they could legally add them once I had made the purchase. In the end I didn't buy them since I couldn't use OBC. If I book the trips onboard, then I can pay for them from my OBC. Link to comment Share on other sites More sharing options...
longton Posted August 2, 2022 #17 Share Posted August 2, 2022 Friends have booked excursions prior to departure and this appears on the email confirmation: A suggested 15% service charge will be applied to your onboard account after this service is rendered. Should you wish to remove, reduce or increase this amount, please make this request once on board. Link to comment Share on other sites More sharing options...
Rare 2BACRUISER Posted August 2, 2022 #18 Share Posted August 2, 2022 1 hour ago, longton said: Friends have booked excursions prior to departure and this appears on the email confirmation: A suggested 15% service charge will be applied to your onboard account after this service is rendered. Should you wish to remove, reduce or increase this amount, please make this request once on board. Same as I got today Link to comment Share on other sites More sharing options...
Bell Boy Posted August 3, 2022 #19 Share Posted August 3, 2022 IMPORTANT CLARIFICATION ! Just to clarify and put everyones mind at rest, there will be NO 15% service added to Cunard Shoreside Tours. Yesterday I contacted a good friend of mine (Tours Manager Q.Victoria) who confirms it's a Glitch in the system. The onboard Tours Team were unaware of it until it was brought to their attention , they are taking steps to rectify the e mail that customers/guests have received. Just to add, the Glitch is from shoreside and not from the onboard tours office across the fleet. Hattie is correct, it appears the author of the E mails ( shore side) has been using the wrong Template possibly the one used for Spa appointments . 5 Link to comment Share on other sites More sharing options...
Teddy123 Posted August 3, 2022 #20 Share Posted August 3, 2022 This reflects incredible disorganisation within Cunard. Any communication with customers about any department's activities should be approved by that department (not each individual e-mail, of course, but they should see an example as part of the overall verification process). 1 Link to comment Share on other sites More sharing options...
exlondoner Posted August 3, 2022 #21 Share Posted August 3, 2022 47 minutes ago, Teddy123 said: This reflects incredible disorganisation within Cunard. I'm afraid it is all too credible. 2 Link to comment Share on other sites More sharing options...
bluemarble Posted August 3, 2022 #22 Share Posted August 3, 2022 (edited) 5 hours ago, Bell Boy said: IMPORTANT CLARIFICATION ! ... Thank you for posting that clarification as our "well informed contributor with Cunard contacts." 😉 Edited August 3, 2022 by bluemarble 1 Link to comment Share on other sites More sharing options...
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