cunard.co.uk Reviews 40

Cruise aboard Queen Anne 30 November to 14 December - most unsatisfactory - unstable ship - poor food and small quantities - numerous bad points - once they have your money they certainly don't want any more to do with you - you have served your purpose that you have bolstered and put more money into Cunard!! How embarrassing that a company the once proud Cunard name has become SO shabby! I have written to them several times and they have made numerous excuses why they haven't replied - it is shameful to treat people the way they do. I'll say no more they are really not worth wasting time on - NEVER AGAIN - BEWARE OF QUEEN ANNE!

We sailed on the Queen Anne on 30th November 2025 on a 14 night cruise to the Canaries and back.

Right from setting off, it was obvious that the ship had mechanical issues, as regular loud banging and grinding noises could clearly be heard and the ship was rocking, rolling and wallowing about in calm seas.

Passengers were losing their balance and being seasick, and some reported falling out of bed due to the excess movement.

The Captain tried to fob it off on bad weather, but the weather wasn't bad, so very few believed her.

Cunard cancelled the last port (Vigo) and the ship sailed back to Southampton (still rocking and rolling) a day early.

This was so that emergency repairs could be carried out to faulty stabilisers - the cause of all the movement.
Passengers were not however allowed to leave the ship, and no offers of any compensation were forthcoming. Indeed,

Cunard are blaming (incredibly) that it was Force Majeure (an act of God) which they could not have anticipated - they obviously think that a faulty ship is God's fault and not their's.

A disgraceful bunch of chancers - had the weather really been bad, the ship would have been horrendously unstable, and likely to have led to serious injuries.

They should hang their heads in shame for lies and attempted cover-ups.

We sailed to the Canaries on the Victoria expecting to visit Lanzarote and Cadiz, both of which were the main reasons for going with Cunard. We missed Lanzarote because of bad weather but missed Cadiz for “operational reasons” according to our captain. We were insured for missed ports due to bad weather but not for the captains “operational reasons”. Cunard refuse to compensate us, saying their conditions of sale allow them to miss ports if they so choose. Best not to sail with Cunard, because they can’t be trusted to honour their basic contract to visit the ports they advertise in their sales literature. I am now taking the issue to ABTA and the ombudsman.

On QM2 for Northern Lights cruise, noisy cabin that they finally accepted after composing for 5 days, but no empty cabins to move us, pity next ones in cabin 4019.
Told them specifically on day 1 not to take gratuities but they ignored instructions and refused to refund until end of cruise.
Cold food and very limited choice, eaten better on P&O Australia.
Plenty of long time Cunarders also unhappy, seems they racing to the bottom not trying to be the best

I have been waiting for a letter from Cunard stating that we missed a port for our insurance claim since the beginning of August. I have rang several times and I have been promised the letter/email will arrive but it still hasn't. On the last call to them they cut me off! So disappointed with the Cunard customer service.

Poor service! I would give 0 score if I could. They need more staff on phones! I’ve been trying all week to call Cunard. Tells you every time they’re very busy then cuts you off! Now on phone and waited 42 minutes just to speak with someone! No apology… I said I’ve been waiting 42 minutes.. just met with silence!! Was told couldn’t use my on board credit to purchase the drinks package until onboard. I mentioned the wait again at which point she did apologise. Cunard… sort your customer service out and have more call handlers available!! Ongoing problem from reading reviews online!

Won't let my disabled wife take her own wheelchair onboard for use ashore in destinations due to some mad rule that says anyone who needs a wheelchair to enhance their shore experience MUST also be linked to an EVAC Chair and dedicated staff member, even though the user doesn't want this.
Would score zero stars if possible to do so, as they don't have any available EVAC Chairs (even though they are not wanted or needed) and have therefore said bringing your own wheelchair on board is not allowed. Shame on you discriminatory Cunard!

Booked a balcony room for 3 adults (was told they only had a few of these when I made the booking but that they were spacious enough for 3 people).
Check in at Southampton was great, happy and helpful staff.
On board the QM2, the room only had 2 beds and a sofa bed which when pull down prevented access to balcony and fridge. There was no room to swing a cat. Very disappointed.
The QM2 looked tired, the evening dress code standards were not adhered to by many guests and not enforced by staff.
Many King's Court staff were miserable, unsmiling, and pursers desk on the one occasion I went were sullen and gave the impression they
could not care less.
The cabin steward was lovely, albeit despite the fact we paid gratuities, still left an empty envelope and a reminder of his name on the desk in the cabin on the final evening.
The entertainment was average. The planetarium was no longer despite still being called the planetarium.
I first travelled on Cunard in 2012 and it was incredible, 100% faultless. I have cruised with cunard 4 times since then and the standards over the last 2 years have dropped significantly. Such a shame as they really were a cut above.

We booked a short cruise to celebrate our Golden Wedding with our family, to introduce them to cruising, with the intention of booking a longer cruise in the future if they enjoyed it. Unfortunately, there was a problem which I was told to enquire about on boarding the ship. There was no help whatsoever on board and I was told to contact Cunard on our return. This caused a great deal of stress which I managed to keep from the family fortunately , and they enjoyed the experience.
Since our return I have been in touch with Cunard who quoted ‘terms and conditions’ saying they were unable to do anything I then wrote again to escalate my complaint, and waited for over two months for a reply. Finally I rang to ask what was happening and after a very lengthy phone call I was told that it hadn’t been escalated!
From my experience it appears that if you have no problems with your cruise you are likely to be positive about Cunard. However, if there are issues you will be banging your head against a brick wall. We have travelled with Cunard over 14 times, but unfortunately after this experience , we will no longer travel with them. It’s very sad as we were loyal Cunard customers, but now feel very let down by their customer service and total disregard for our concerns.

Not even been on our cruise yet and so disappointed. After our card was declined on first trying to pay the deposit I tried to book again and two deposits were taken!!!
Cunard won’t refund one of the deposits so I’ve lost £399
Won’t be booking with them again.

Just back from a 35 night Caribbean cruise on the QM2. Couldn't really fault anything. Entertainment was 5* and the classical concerts you would pay serious money to see . The pianist (Nurry Lee) and clarinet player (Ben) were just incredible for their 5 concerts. Great food, great ports of calls. Great table. Yes there were a few hiccups that you could moan about (missing Grenada, Antigua tender issues) but why do that as everything else was pretty much spot on and we had sun and calm seas for 32 out of 35 days . A few negative comments here and ... Their website is ok but could be made better. I've never had an issue phoning them. Popular tours do sell out so book early. 4.8/5 overall for us..

got off Queen Anne on 11th Oct (thank God) and settled our on board account. In the following week 2 more pending amounts appeared on our credit card. This is a regular Cunard ploy so we were not too worried and they disappeared a few days later. On 2nd Dec we paid Cunardfor our QM2 cruise on the same card. On 4th Dec QM2 took the same amount from the credit card (£7000+)This put our card into serios arrears. They have since returned it. Obviously no reason or apology. Please don't trust Cunard, they have no regard for Law or Customer Service,just a group of money grabbers.More of a 1 star than a 5 star line,their advertising is a joke.

Before travelling on Queen Victoria to celebrate my 60th birthday both mine and my husbands mother died within two weeks of each other.On top of that my father in law who has terminal cancer was given two weeks to live.We didn’t want a refund,just a credit to use later,but were told no that wasn’t Cunard policy and it would be 100% cancellation fee,claim off insurance.The parking company refunded no questions asked,I would of hoped that a company like Cunard would of been able to show a little flexibility and compassion under the circumstances,they haven’t even had the courtesy to answer the emails sent.We look forward to eventually going on another cruise but it won’t be with Cunard.

How do I contact Cunard by phone? They are useless.

We joined the Queen Ann 14 days cruise to 6 Europe countries. However due to ship engine problem, the ship cancelled the first port to Cadiz, Spain. Our friend has usd2.85 Port Tax Refund while we didn’t. I complain by email and they replied
‘we do not offer refunds for missed ports. Depending on your travel insurance, you may be able to claim this back by making a claim.’
I am very disappointed for they are not helpful even it is their fault not including us in the refund.

Lost their 5 star standard customer service no common sense take your money and dont care after. I booked 3 cabins which there system cannot handle as one not even gone on cruise and they wont address the issue of bringing a 90 year old on board that needs assitance you would think it would be easy to put a party of 5 close but as they are seprate booking they allocate you anywhere you contact them and they just quote terms and condtions contact your travel agency . wheres the fantastic cunard we know of old they dont care about older disabled passengers even spending the amount i did im third class they just think i should pay out more and they cannot acknowledge their system is wrong as much as i love cunard they are a no go only by not using them will they improve their service as a HR professional im disgusted and would sack the lot of them. please dont use them as i dont want you to have my upset.

The additional star is for all the service staff continuous courtesy and politeness, as well as for the excellent food in the Lido buffet. As well as the entertainment programs.
However, the following points are sooo annoying to be mentioned.

1. They'll charge you 5$ per 750ml bottle of water - ridiculous.
2. Their logistics when trying to sort an issue lacks discipline and care.
3. Their "fancy" Britanica restaurant service is terribly slow, and the food quality is meh.
4. Their AC unit in our room was very old, only possible to turn the temperature up or down, with delay, and we couldn't adjust the power itself, or turn it off temporarily.
5. Other small details disappointing here and there, that you won't bother to write down... but which affected our pleasant experience.

After 1hr. flight delay at Gatwick and 2hr. 30 min. waiting for luggage at Rome airport eventually boarded Queen Victoria. The ship itself was far from impressive although the interior was of a good standard the exterior was a bit of a mess and needs some urgent T.L.C. lots of rust everywhere,filthy windows, especially in the Lido restaurant where you struggle to see out of the windows, a long time since they were cleaned, not what we expected from Cunard! Our cabin was very basic and compact with a very small shower and plastic curtain. The toilet caused us problems and we reported it 4 times because it would not flush, on one occasion we had to rush to find another toilet on a different deck.Our balcony was very small and filthy with rust stains on the panels dirty floor and damaged chairs. I paid extra for the balcony but did not use it. The food in the Britannia restaurant was good quality and service excellent. The entertainment was a bit hit and miss and repetitious same acts on different nights. The itinerary was very good with interesting ports of call. On the day we left the ship we arrived at Rome airport and queued for over 1 hr. to check in and had a 2hr. 30min. flight delay, we spent total of 6 hrs. in the airport. So to be honest we were not impressed with the Queen Victoria and Cunard were a very big disappointment for us the ship has seen better days !!

First cruise and very disappointed from the welcome on board couldn’t even get a smile from the young lady checking our boarding passes .
First morning waited over hour for breakfast omelette and didn’t improve.
Entertainment was shocking.
Paid lot of money for this cruise and so disappointed with the service .
The best staff I must say were guys in the champagne bar .
My husband ex Royal Navy and even said he didn’t think it was a happy ship to work on and this shows when it comes to customer service.Booked another cruise since returning home and not Cunard .
Such a disappointing experience .

Had to cancel due to a medical emergency. Cunard kept 75% of the invoice amount and takes 3 weeks to refund the balance. No alternative offered such as a credit note for a later cruise. First time customer - won't be repeating the expereince.