If you have recently traveled with Cunard Line and were unhappy with some part of your cruise experience, you may want to file a formal complaint. Whether the issue involved your stateroom, dining, onboard service, shore excursions, accessibility, billing, entertainment, staff behavior, itinerary changes, or another aspect of your voyage, Cunard provides several ways for guests to raise concerns.
The best approach is to report a problem as soon as possible, provide clear details and supporting evidence, and explain what resolution you are seeking. Cunard's current contact information includes an online contact form and customer service telephone support. For UK guests, Cunard also provides an escalation route through ABTA's Alternative Dispute Resolution process in appropriate circumstances.
This guide explains how to file a complaint with Cunard Line, what information you should include, when you should complain, and what you can do if you are not satisfied with the response.
A complaint gives Cunard an opportunity to investigate a problem and determine whether an appropriate remedy is available.
Cruise complaints can involve relatively minor service issues, such as repeated housekeeping problems, or more significant matters involving financial loss, accessibility, safety, missed services, or a major difference between what was booked and what was provided.
Some common reasons passengers contact Cunard include:
If you believe Cunard failed to provide a service that you paid for, it is generally better to make a documented complaint rather than relying only on an informal conversation.
There are several ways to raise a complaint, depending on whether you are currently onboard, have already returned home, or need help with an existing booking.
The first and most important step is to report the problem while you are on the ship whenever possible.
Cunard's booking conditions state that problems arising during a holiday should be raised with a Cunard representative at the time. This gives the cruise line an opportunity to investigate and, where possible, correct the problem during the voyage.
For example, if your stateroom has a maintenance problem, contact the appropriate onboard team rather than waiting until you return home.
Similarly, if there is a problem with a dining reservation, shore excursion, accessibility arrangement, or another service, notify a Cunard representative as soon as you become aware of it.
When making the complaint onboard, keep a record of:
If the issue remains unresolved, ask whether your complaint can be formally recorded.
Cunard provides an official Contact Us page where guests can submit inquiries through an online contact form. Cunard also lists customer service telephone support on its website.
When submitting your complaint online, provide enough information for Cunard to identify your booking and investigate the matter.
Your complaint should normally include:
Avoid writing an extremely long emotional explanation without specific facts. A chronological description is usually more useful.
You can also contact Cunard by telephone.
For customers in the United States, Cunard currently lists (800) 728-6273 for customer service and general inquiries. Opening hours are listed on its Contact Us page.
If you are calling from another country, use the contact information applicable to your region. Cunard's UK FAQ currently lists an International Customer Contact Centre at +44 2380 657064 for customers outside the UK, along with other regional contact numbers.
When you call, explain that you want to make a formal complaint rather than simply ask a general question.
Ask the representative to provide:
Keep notes of the conversation.
Cunard also offers live chat for questions about voyages, ships, and existing bookings. The current UK live-chat instructions say that customers can start a conversation through the Live Chat icon and can request a transcript after the conversation.
Live chat can be particularly useful when you want a written record of your communication.
After the conversation, use the transcript option where available and save the transcript with your other complaint documents.
For certain matters, Cunard provides specific email contacts. For example, its FAQ identifies Guest Relations as a contact for certain claims involving out-of-pocket expenses and lists.
However, you should not automatically use a specialized email address for every type of complaint. The appropriate contact can depend on the country where you booked, the nature of the complaint, and whether your issue concerns an existing booking, refund, accessibility, luggage, or another matter.
For general complaints, the safest starting point is Cunard's current official Contact Us page.
A strong complaint should make it easy for the customer service team to understand exactly what happened.
Include:
Booking reference: Your Cunard booking numberPassenger name: The name used on the bookingShip: The name of the Cunard shipVoyage: Cruise or voyage number, if knownDeparture date: The date your cruise startedStateroom: Your cabin number, if relevant
Describe the problem in chronological order.
For example:
On 5 August, I reported a problem with the air conditioning in my stateroom to the onboard customer service team. A member of staff advised that the issue would be repaired. The problem continued for the remainder of the voyage, despite two further reports.
This is more useful than simply writing:
The service was terrible and nobody helped me.
Tell Cunard when and how you previously tried to resolve the problem.
Mention:
This demonstrates that you attempted to resolve the issue during the voyage.
Depending on your complaint, useful evidence can include:
Keep the originals and submit copies where possible.
Do not wait unnecessarily.
Cunard's published booking conditions state that a problem arising during a holiday should be raised with a Cunard representative at the time. If it is not resolved during the holiday, the complaint should be notified to Cunard as soon as possible and, under the cited conditions, no later than 28 days after returning from the package. The conditions also warn that failing to report a complaint within the applicable period may affect Cunard's ability to investigate it and may prejudice a future claim.
Because complaint deadlines can depend on the applicable booking conditions, country, and type of claim, check the terms that apply to your particular booking.
For complaints involving passenger-rights legislation, additional deadlines may apply. Cunard's published conditions, for example, state that complaints relating to EU Regulation 1177/2010 should be made in writing within two months of the date on which the service was performed.
The practical rule is simple:
Report the problem onboard, document it, and submit your written complaint as soon as possible after the cruise if it remains unresolved.
Do not simply tell Cunard that you are unhappy. Clearly explain what you want the company to do.
Depending on the circumstances, you could request:
Be realistic and specific.
For example:
I am requesting reimbursement of the £150 expense because the originally booked service was not provided. I have attached the receipt and booking documentation.
This is stronger than:
I want a huge amount of compensation for ruining my holiday.
Refund disputes should be distinguished from general service complaints.
Cunard has specific online refund procedures for certain circumstances. Its refund-request page says that eligible refund requests can be submitted through the applicable online form and that the booking reference and other booking information may be required.
If your refund issue concerns a normal cancellation rather than a special refund situation, follow the instructions and booking conditions applicable to your voyage rather than assuming that the special refund form applies.
If you booked your Cunard cruise through a travel agent, you may need to involve the agent in resolving certain issues.
Your travel agent may have access to booking information or payment records that Cunard's customer service team cannot directly change.
However, if the complaint concerns the actual service provided by Cunard during the cruise, you should also document the matter with Cunard.
A good approach is to:
If the initial response does not resolve your concern, do not immediately start over with a new complaint.
Instead, reply to the existing correspondence and explain why you remain dissatisfied.
Include:
Ask for the matter to be reviewed or escalated.
For UK bookings, Cunard states that its UK voyages are protected by ABTA and that ABTA's Alternative Dispute Resolution process is available to help with eligible complaints.
Before escalating externally, check the terms applicable to your booking and the relevant ADR eligibility requirements.
Stick to what happened rather than making accusations you cannot prove.
Give dates, locations, names, amounts and booking information wherever possible.
Save emails, photographs, receipts and correspondence.
Do not wait months if the applicable terms require earlier notification.
Tell Cunard what you believe would resolve the matter.
A polite, well-organized complaint is easier for a customer service representative to understand and investigate.
Create a simple record showing:
DateContact methodDepartment/personIssueResponse
5 AugOnboardGuest ServicesCabin problemRepair requested
6 AugOnboardGuest ServicesProblem continuedFollow-up requested
15 AugOnlineCustomer ServiceFormal complaintCase opened
This can be extremely useful if the complaint is later escalated.
A concise complaint could follow this structure:
Subject: Formal Complaint – Cunard Booking [Booking Reference]
Dear Cunard Customer Service,
I am writing to make a formal complaint regarding my recent voyage on [Ship Name], which departed on [Date].
My booking reference is [Reference].
The issue occurred on [Date] when [brief description of problem].
I reported the issue to [department/person] on [date/time]. Unfortunately, [explain what happened next].
The problem resulted in [financial loss/inconvenience/service not received/etc.].
I have attached [list evidence].
I would appreciate an investigation into this matter and would like Cunard to consider [specific resolution].
Please confirm receipt of my complaint and provide a complaint reference number if applicable.
Kind regards,[Name]
You can start by contacting Cunard through its official Contact Us page, telephone customer service, or available live-chat service. If you are onboard, report the problem to a Cunard representative immediately.
Yes. If an onboard problem was not resolved during the voyage, you can submit a written complaint after returning home. However, applicable booking conditions may impose deadlines, so it is important to complain promptly.
Provide your booking reference, passenger name, ship, voyage dates, stateroom number if relevant, details of the incident, previous attempts to resolve it, supporting evidence and the resolution you are requesting.
Yes. Explain which excursion you booked, the date, what happened, what service was promised, and how the experience differed from what you expected. Include your booking or excursion documentation and receipts where relevant.
Yes. Identify the charge, amount, date and transaction details. Attach relevant receipts or account statements and explain why you believe the charge is incorrect.
Report the problem immediately to an appropriate Cunard representative. Waiting until after the cruise can make it harder for the company to investigate or correct the problem. Cunard's published conditions specifically emphasize raising problems during the holiday.
Yes. Cunard currently provides live chat for voyage and existing-booking assistance, subject to availability and opening hours. A transcript can be requested after a chat.
Ask for the decision to be reviewed and explain why you disagree. If appropriate, investigate the dispute-resolution options applicable to your booking. UK customers may have access to ABTA's ADR process for eligible complaints.
Filing a complaint with Cunard Line does not have to be complicated. The most important steps are to report the problem as soon as it happens, keep evidence, submit your complaint in writing, explain exactly what went wrong, and state the resolution you are seeking.
If you are still onboard, give Cunard an opportunity to resolve the problem before the voyage ends. If the issue remains unresolved, submit a formal complaint promptly after returning home and keep copies of all communications.
For current contact options, Cunard's official Contact Us page is the best starting point because telephone numbers, online contact options and operating hours can vary by region.
Official Cunard contact page:Contact Cunard
A clear, factual and well-documented complaint gives Cunard the information it needs to investigate your experience and determine what action, if any, is appropriate.
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