Cunard Line

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Iain's complaint against Cunard Line

Iain Gilmour

01/09/2015

[RESOLVED] - Senior Cunard staff, including the Marketing Director, have an arrogant attitude towards complaints

Complaint against Cunard Line

In early May 2015, my wife and I celebrated a special family occasion by travelling on the Queen Mary 2 from Southampton to New York. We had some issues with service on board and, when these were discussed with staff on board, felt that they had not been appropriately addressed. On our return I wrote a letter detailing the problems to the Marketing Director. I sent this on 25th May 2015. No reply was received. On 15th August 2015 I sent another letter, enclosing a further copy of the previous letter. A further 2 weeks have since passed and I still have not received a reply, nor even an acknowledgement, to either letter.

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Cunard Line resolved this complaint

  • Comments (3)

Iain Gilmour | | VERIFIED

I was eventually contacted by someone in the customer services area. I received an apology for the service problems encountered on our trip on the Queen Mary 2 and also for the subsequent poor handling of my formal complaint. They offered to send me a gift of some wine , which I have accepted. It was a shame that they couldn't have done the right thing before and avoided damaging their brand.

Iain Gilmour | | VERIFIED

I eventually received an apology. I am happy enough with this but some aspects of service included in my complaint are things that Cunard didn't feel needed to be changed. It seems that my expectations of quality and level of service were just too high. Cunard's literature stresses their commitment to providing quality service reflecting the great days of ocean travel. Sadly, they fall short. I am happy they made a gesture and sent me some wine but I am not sure I would use Cunard again.

Iain Gilmour | | VERIFIED

Received phone call from customer relations person at Cunard
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