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The bad service was from start to finish Cunard talk about pride and quality and high standards please let me tell you Cunard are fooling themselves if they think this is true twice i went on the Queen Mary 2 and 2 times they break my suitcase on loading a great way to start the holiday wasting time at the Pursers desk I am sure that there are many happy customers but that is when nothing goes wrong and they have a trouble free voyage what you fail to do and understand customer service begins when there is a problem this means you look listen and try and resolve the problem ASAP not quote company policy and refuse to use Comon sense and help the customer my problem lasted the whole week why ???????? my case was repaired by using black silicon and i was pushed away told dont worry we did a good job Everyday I went to see the Purser wasting my own time when I should have been on holiday this cruise was something we saved up for for 3 years this was a present for my mother who is 86 years old a present to my wife as we were married last year and did not have a honeymoon instead it cause us to argue and fight over a suitcase as we had to go every evening to talk to the purser as without the case how was I able to make our onward travel When Cunard broke the case the first time I vowed never to go back on the Queen Mary or use Cunard again but as I said my mother is 86 and wanted so much to go again as she felt comfortable on the ship as it would be familiar to her I really did not want to book but after my first cruise on the Queen Mary I was sent a e mail apologising and making a promise if I was to return that I would not be dissapointed again and Cunard would make it special well I can say that you made it special you broke another case and made my holiday hell I thought I was going on The Cunard flag ship shame it was run like a Dover ferry So let's go right back to the start as the booking experience was a total nightmare I had to make many calls from Turkey at a premium rate to sort out Mothers luggage tags and try to sort out her world club status that I must say was never sorted even after many calls and promises I know it not a lot but Mother would have loved to be able to show her Silver key card instead of the standard first time card so as you can see your booking experience is hard the way to contact was expensive and difficult and the response and again ability to sort out small problems was to hard for Cunard staff this is when I had my first doubts and realised that you don't want happy customers you just want their money as I had paid at this point and I was no longer important Also I booked online and booked a early savers rate we had been saving a long time so saving a few hundred pounds was important after a few phone calls I was told with the rate I booked I could not grantee my cabin being close together and even being able to have a double bed so with my mother being 86 we needed to be close by and as we booked together and to be then told this by the sales team was a concern and to get a cabin with separate beds really ??? So guess what I was talked into changing my booking in fear as to get what I needed so well done the sales team they took more money from me no problem that was the easy part but did I get my problems sorted or better servive no again Cunard robots did their job took the money and gave nothing This brings me to another complaint as I paid for the upgrade and got what you call a queen bed ? Which was in fact two single mattresses which to me was a joke let's look at it another way I paid for a queen bed and got two singles pushed together not what I call quiality I have had better beds in the travelodge and the premier inn So moving on to the facilities on board last time I was happy to past the time by using the gym and signing up for the free classes there was 3 one early one before lunch one and one around 4pm giving enough time to wash and prepare for my early dinner this year the last session did not give enough time as it finished about 5.30 how can you do this class and get back rest and shower and prepare fore dinner the first night I was told by dining staff I was late I was made to be uncomfortable I was rushed to order and was not able to enjoy so after two nights stopped going to the dinning room and yes I know I could have asked for second seating but mother can not eat that late So the classes where not available you also charge for more of the classes as you have removed all the free ones and the times that were good for the classes for me were swaped to talking about excerise and diet and not physical classes also two of the classes were cancelled as first day the room was being used to store bed mattresses and the last day the room was used to store the suitcases ready for departure also as Cunard call the Queen Mary luxury why is the gym a dark hole in the bottom of the ship stuck by the store were you have to dodge staff and fork lift trucks which is dangerous and a joke So as you can see so far Cunard high standards and service is where ???????????? During the time of the voyage I spoke to many staff including the Pursers front desk staff and no one seems to have any long service on board the longest serving member on the desk was just over a year a lot seemed to be new also I would look at why this is as to build up good customer service experience would be required to give good service this clearly shows their inexperience and maybe why do they not carry on and serve longer ?????????? Also I spoke with a lot of passengers that were unhappy for other reasons and they shared my view that the Pursers staff wher poor I spoke with 3 passengers that also had suitcases broken so clearly a regular problem and stil happening after 3 years and pleas I remind you I traveled many miles from Turkey to UK and New York to Heathrow I stayed in many hotels in the UK traveled on many trains and my cases where handled by many airport staff and various hotel staff and nobody broke my case not once Cunard did it twice Its is not just about my suitcase damage I wasted so much time in my 3 days in New York looking time i could be sight seeing I only stayed just 3 nights so at least one day was wasted doing this as I said I paid a lot of hard earned money to go on this cruise only to be treated like a second class person I need you to understand I paid over £4,000 and as I see it a waste of money for what service ????? So read think and let me know is Cunard interested in customers as people are you interested in making customers return ? Or are you just intrested in making as much money as possible as there are always more fools out there that will accept this and say nothing I think its all about the money you clearly have a class divide on board and your service and treatment is based on how much you have spent i recomend people avoid Cunard and choose another cruise as there are plenty out there the Queen Mary is just a name that you are paying extra for

Over priced and Over rated

Queen Mary 2 (QM2) Cruise Review by didimandy

9 people found this helpful
Trip Details
The bad service was from start to finish Cunard talk about pride and quality and high standards please let me tell you Cunard are fooling themselves if they think this is true twice i went on the Queen Mary 2 and 2 times they break my suitcase on loading a great way to start the holiday wasting time at the Pursers desk

I am sure that there are many happy customers but that is when nothing goes wrong and they have a trouble free voyage what you fail to do and understand customer service begins when there is a problem this means you look listen and try and resolve the problem ASAP not quote company policy and refuse to use Comon sense and help the customer my problem lasted the whole week why ???????? my case was repaired by using black silicon and i was pushed away told dont worry we did a good job

Everyday I went to see the Purser wasting my own time when I should have been on holiday this cruise was something we saved up for for 3 years this was a present for my mother who is 86 years old a present to my wife as we were married last year and did not have a honeymoon instead it cause us to argue and fight over a suitcase as we had to go every evening to talk to the purser as without the case how was I able to make our onward travel

When Cunard broke the case the first time I vowed never to go back on the Queen Mary or use Cunard again but as I said my mother is 86 and wanted so much to go again as she felt comfortable on the ship as it would be familiar to her I really did not want to book but after my first cruise on the Queen Mary I was sent a e mail apologising and making a promise if I was to return that I would not be dissapointed again and Cunard would make it special well I can say that you made it special you broke another case and made my holiday hell I thought I was going on The Cunard flag ship shame it was run like a Dover ferry

So let's go right back to the start as the booking experience was a total nightmare I had to make many calls from Turkey at a premium rate to sort out Mothers luggage tags and try to sort out her world club status that I must say was never sorted even after many calls and promises I know it not a lot but Mother would have loved to be able to show her Silver key card instead of the standard first time card so as you can see your booking experience is hard the way to contact was expensive and difficult and the response and again ability to sort out small problems was to hard for Cunard staff this is when I had my first doubts and realised that you don't want happy customers you just want their money as I had paid at this point and I was no longer important

Also I booked online and booked a early savers rate we had been saving a long time so saving a few hundred pounds was important after a few phone calls I was told with the rate I booked I could not grantee my cabin being close together and even being able to have a double bed so with my mother being 86 we needed to be close by and as we booked together and to be then told this by the sales team was a concern and to get a cabin with separate beds really ??? So guess what I was talked into changing my booking in fear as to get what I needed so well done the sales team they took more money from me no problem that was the easy part but did I get my problems sorted or better servive no again Cunard robots did their job took the money and gave nothing

This brings me to another complaint as I paid for the upgrade and got what you call a queen bed ? Which was in fact two single mattresses which to me was a joke let's look at it another way I paid for a queen bed and got two singles pushed together not what I call quiality I have had better beds in the travelodge and the premier inn

So moving on to the facilities on board last time I was happy to past the time by using the gym and signing up for the free classes there was 3 one early one before lunch one and one around 4pm giving enough time to wash and prepare for my early dinner this year the last session did not give enough time as it finished about 5.30 how can you do this class and get back rest and shower and prepare fore dinner the first night I was told by dining staff I was late I was made to be uncomfortable I was rushed to order and was not able to enjoy so after two nights stopped going to the dinning room and yes I know I could have asked for second seating but mother can not eat that late

So the classes where not available you also charge for more of the classes as you have removed all the free ones and the times that were good for the classes for me were swaped to talking about excerise and diet and not physical classes also two of the classes were cancelled as first day the room was being used to store bed mattresses and the last day the room was used to store the suitcases ready for departure also as Cunard call the Queen Mary luxury why is the gym a dark hole in the bottom of the ship stuck by the store were you have to dodge staff and fork lift trucks which is dangerous and a joke

So as you can see so far Cunard high standards and service is where ????????????

During the time of the voyage I spoke to many staff including the Pursers front desk staff and no one seems to have any long service on board the longest serving member on the desk was just over a year a lot seemed to be new also I would look at why this is as to build up good customer service experience would be required to give good service this clearly shows their inexperience and maybe why do they not carry on and serve longer ??????????

Also I spoke with a lot of passengers that were unhappy for other reasons and they shared my view that the Pursers staff wher poor I spoke with 3 passengers that also had suitcases broken so clearly a regular problem and stil happening after 3 years and pleas I remind you I traveled many miles from Turkey to UK and New York to Heathrow I stayed in many hotels in the UK traveled on many trains and my cases where handled by many airport staff and various hotel staff and nobody broke my case not once Cunard did it twice

Its is not just about my suitcase damage I wasted so much time in my 3 days in New York looking time i could be sight seeing I only stayed just 3 nights so at least one day was wasted doing this as I said I paid a lot of hard earned money to go on this cruise only to be treated like a second class person I need you to understand I paid over £4,000 and as I see it a waste of money for what service ?????

So read think and let me know is Cunard interested in customers as people are you interested in making customers return ? Or are you just intrested in making as much money as possible as there are always more fools out there that will accept this and say nothing

I think its all about the money you clearly have a class divide on board and your service and treatment is based on how much you have spent i recomend people avoid Cunard and choose another cruise as there are plenty out there the Queen Mary is just a name that you are paying extra for
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