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Friends had fortunate experiences and we were looking to see if Cunard could be a standard way of traveling from the US to Europe, South Africa, Australia, and through the Panama Canal. The answer was a definite NO! we now don't even want Cunard literature through the internet or by mail. The basic aspects of the cruise consisting of stateroom, entertainment, dining, library, and their associated service were excellent as expected. Areas of the ship suffered from severe smoker's stench despite smoking being restricted to two specific areas, The vaunted Planetarium showed an aged tape on construction of the space station and the age showed in its clarity. One had a feeling of being nickle and dimed throughout the cruise. The photographing was ubiquitous and expensive. The shopping was primarily for the wealthy although a few cheaper things could be found. My wife suffered food poisoning and we both suffered a major respiratory ailment by the time we left the ship. Embarkation was easy, provided you arrived early although they lost our picture and credit card so we had to have them re-entered, then they lost the credit card again, and again. it is disturbing that they had such problems with a critical piece of information. The debarkation was a horrific debacle suggesting they had never done it before. We were supposed to have priority to meet our shuttle buses to the airport to make our Cunard scheduled flights but wound up stuck in the assembly area for two and a half hours without any information and no Cunard staff so that food, drink, or bathroom breaks were essentially unavailable as we could be called at any moment. The luggage pickup indicated that we were the last people off the ship and there was no information in debarkation documentation or Cunard people that indicated where the shuttle buses were. The Shuttle drivers did not appear to know what airlines were at which gates at the airport, which extended the delay. We missed our flight, which began the real inexcusable aspect of our cruise. We had purchased, by heavy recommendation, Cunard "Care" which was supposed to provide complete protection and handling of our vacation from the moment we arrived at our home airport until we returned. Understand that Cunard scheduled everything and we paid a lot of extra money as both flights were one-way on different airlines. Because of the debarkation debacle we missed our flight and discovered that Cunard had not provided a phone number for Cunard Care in the debarkation documentation. Fortunately we found a Customer "Service" number which eventually routed us to Cunard Care after a multitude of "Please Hold" delays. Once reaching Cunard Care we were initially told that it wasn't their problem, further delays, and a clear indication that these people had no interest or understanding of how to solve our travel problems. One Cunard Care person told us to save our food and drink receipts because they covered that, but that turns out to be a falsehood. We essentially got home with the assistance of American Airlines in spite of Cunard "Care". After getting home, we requested reimbursement from Cunard Care through their insurance company and were rejected for interrupted travel expenses because "Cunard delayed our disembarkation" rather than a common carrier! We then experienced Cunard Customer Service which was an unending series of fatuous platitudes about how wonderful Cunard Care is despite how worse than worthless our experience with it proved it to be. Needless to say, Cunard apparently has no interest in making this right despite the promises made by Cunard in their literature. Our recommendation is to: 1. Find reliable trip insurance and avoid Cunard Care. 2. Do not use Cunard scheduled shuttles as our experience showed they were totally unreliable, neither arriving on time or knowing where they were going. 3. Do not use Cunard scheduled air transportation. 4. Do not trust Cunard to make things right.

Sometimes excellent, sometimes horrible

Queen Mary 2 (QM2) Cruise Review by taddfranke

13 people found this helpful
Trip Details
  • Sail Date: December 2016
  • Destination: Transatlantic
  • Cabin Type: Balcony
Friends had fortunate experiences and we were looking to see if Cunard could be a standard way of traveling from the US to Europe, South Africa, Australia, and through the Panama Canal. The answer was a definite NO! we now don't even want Cunard literature through the internet or by mail.

The basic aspects of the cruise consisting of stateroom, entertainment, dining, library, and their associated service were excellent as expected. Areas of the ship suffered from severe smoker's stench despite smoking being restricted to two specific areas, The vaunted Planetarium showed an aged tape on construction of the space station and the age showed in its clarity. One had a feeling of being nickle and dimed throughout the cruise. The photographing was ubiquitous and expensive. The shopping was primarily for the wealthy although a few cheaper things could be found. My wife suffered food poisoning and we both suffered a major respiratory ailment by the time we left the ship.

Embarkation was easy, provided you arrived early although they lost our picture and credit card so we had to have them re-entered, then they lost the credit card again, and again. it is disturbing that they had such problems with a critical piece of information. The debarkation was a horrific debacle suggesting they had never done it before. We were supposed to have priority to meet our shuttle buses to the airport to make our Cunard scheduled flights but wound up stuck in the assembly area for two and a half hours without any information and no Cunard staff so that food, drink, or bathroom breaks were essentially unavailable as we could be called at any moment. The luggage pickup indicated that we were the last people off the ship and there was no information in debarkation documentation or Cunard people that indicated where the shuttle buses were. The Shuttle drivers did not appear to know what airlines were at which gates at the airport, which extended the delay. We missed our flight, which began the real inexcusable aspect of our cruise.

We had purchased, by heavy recommendation, Cunard "Care" which was supposed to provide complete protection and handling of our vacation from the moment we arrived at our home airport until we returned. Understand that Cunard scheduled everything and we paid a lot of extra money as both flights were one-way on different airlines. Because of the debarkation debacle we missed our flight and discovered that Cunard had not provided a phone number for Cunard Care in the debarkation documentation. Fortunately we found a Customer "Service" number which eventually routed us to Cunard Care after a multitude of "Please Hold" delays. Once reaching Cunard Care we were initially told that it wasn't their problem, further delays, and a clear indication that these people had no interest or understanding of how to solve our travel problems. One Cunard Care person told us to save our food and drink receipts because they covered that, but that turns out to be a falsehood. We essentially got home with the assistance of American Airlines in spite of Cunard "Care".

After getting home, we requested reimbursement from Cunard Care through their insurance company and were rejected for interrupted travel expenses because "Cunard delayed our disembarkation" rather than a common carrier!

We then experienced Cunard Customer Service which was an unending series of fatuous platitudes about how wonderful Cunard Care is despite how worse than worthless our experience with it proved it to be. Needless to say, Cunard apparently has no interest in making this right despite the promises made by Cunard in their literature.

Our recommendation is to:

1. Find reliable trip insurance and avoid Cunard Care.

2. Do not use Cunard scheduled shuttles as our experience showed they were totally unreliable, neither arriving on time or knowing where they were going.

3. Do not use Cunard scheduled air transportation.

4. Do not trust Cunard to make things right.
taddfranke’s Full Rating Summary
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Cabin Review

Balcony
Cabin BF 6085
As good as could be hoped for an ocean liner and not being a suite.
Deck 12 Inside Cabins, Balcony Cabins