Cunard Complaint - Cunard's Customer Loyalty Care Plan... Got A Problem? Tell Someone Who Cares
Following 8-9 years of regular transatlantic+ travel on Cunard for 13-14 bookings, Cunard, with respect to our complaints for Transatlantic Voyage in 2008 told our family (in not so many words)they had no interest in our problems.
Our family of 3 booked one year ahead. The pleasure of our trips, to spend precious time together with our child at dinner. Not only could we not be seated as promised, but thereafter further promises to fix things went by the wayside and ultimately we declined to go to our seating. No one attended to our complaint... until it was to late to address it. Additionally service was terrible generally and complaints ignored almost completely. We can say that in the last few days we received many apologies and acknowledgments from Officer's in charge as to how upset they were that our family had been treated poorly (the seating was one of several issues), that staff had ignored us for 4 days, etc.
However the most amazing aspect of this experience was that upon our return and at the recommendation of the on board staff, when we complained to Princess/Cunard they did absolutely nothing including not answering our letters. It was not until many months later (when we had gone to small claims court) that they got in touch to advise us that because we had gone to court months after they ignored us....now they could do nothing to address our legitimate complaints. However after we got a judgment they did spend thousands of dollars to lawyers (we did not see the legal bill on their end but believe they must have paid a fee)to overturn our judgment because technically it should not have been heard in Small Claims Court.
After many years of being a loyal customer....Cunard does not care about customer satisfaction. As our travel agent advised..."Yes it is unbelievable; but they have taken a page from the airlines".
We are a modest middle class family and this was our only yearly vacation extravagance since our family faced serious medical and other issues before we decided we should indulge ourselves after coming through some very difficult situations.