My husband was very excited and really looked forward to sailing with QM2 as being one of the best ships. Overall experience was pretty good and most of the staff were very helpful and polite, plenty to eat in Kings Court , Britania provided good choice of food and excellent service. There was a good entertainment , library-which my husband loved. Also daily updates by captain and daily program- really interesting and informative. Room service was excellent , very prompt, polite and responsive. However all the above compliments were overshadowed by a few minor but at the same time important things which were not professionally dealt with. Website was providing information about 20kg in each piece of luggage while information desk (purser's desk) stated that even 23 kg was excepted as all luggage was mostly lifted mechanically. Also it is stated that travel insurance was a must and passengers wouldn't be allowed on the ship without insurance. No one asked for any of these details at the time of embarkment.There was no one to guide us once we embarked the ship...where to go, there was no indication which room numbers are to the left and which to the right on each floor, to explain better how exactly on board cards work etc- once we were given those cards we were on our own.
Internet was another disappointment , it was too expansive and too slow. We were charged for something that we didn't even end up using as it kept downloading. Once I mentioned it and complained at the pursers desk we were told that's how it is...VERY DISAPPOINTING, not even offering a partial refund or discount. That's what excellent customer service is all about, especially when so much money is spent on board.
My husband needed medical advice about a blister on his foot. Doctor prescribed a cream with steroid which made things much worse and all toes got infected that he needed to see another doctor in London. Disembarkation was very unorganised and no enough staff was provided for assistance, people didn't know where and when to exit the ship. We were waiting for our call for half an hour after recommended time hoping not to kiss our coach to London. There was no one around to ask what's happening, I had to go to pursers desk to check. Then we had to catch a taxi to coach station after being told to go one way to catch a taxi and than the other....VERY FRUSTRATING.
I had abut 8 postcards to post and was advised to bring them to purser's desk, once I did I was advised that they will be posted once we reach Southampton, on 10th May. Paid for postage and until today, 22nd May no one received a postcard.
Before we disembarked the ship we filled in feedback form with our details stating Internet disappointment and cost. That was 10/05/2013 and until today there was no response by QM2 but we already received a new brochure with new package deals and offers.