Help . Cunard have shattered our dreams

Hello lovely people I’m in need of advice please .
we booked a cruise for 2022 with Cunard sailing on The QM2 The offer was amazing a 7 nights crossing from New York to Southampton, to include up to six nights in a New York hotel with breakfast . Too good an opportunity to turn down . We researched this offer for over a week before we took the plunge.
We are not new to transatlantic crossings in fact I’ve done it 17 times with Cunard.
As the offer was so good I decided to spend the money that I would have spent on a hotel on upgrading us to one of the highest tier on QM2 and booked us into queens grill . There is no way we could ever afford to do this if the hotel accommodation wasn’t included. It was to be a bucket list fulfilment . A trip of a lifetime.
Cunard confirmed our flights , hotel accommodation and transatlantic voyage.
A week later we received a call from our original reservations clerk to say Cunard had listed the offer in error and the hotel accommodation was no longer available . This completely changes everything . We can of course no longer afford to spend six nights in New York and of course not pay the £6000.00 queens grill prices.
I’m in desperate need of advice . We have escalated a query with Cunard but so far they say they won’t honour our original booking . As you can imagine we are absolutely gutted .
Can Cunard really do this ? Any advice would be so helpful.

10 Answers

I certainly don't know the answer, but it seems to me they should honor the original offer. Please post the results of all your inquiries as it will help others. Sorry they are giving you the run around.

Thank you so much . I will of course let you know the results.

When you booked, did you book directly with then or through a third-party? I would just call and verify, especially if it was through a third-party.

Good morning thanks for taking the time to reply . We booked direct with Cunard . The voyage , flights, and hotel accommodation were all confirmed that same day .

Many thanks for taking time to reply . It’s so frustrating not knowing who to talk to within Cunard . I will of course let others know the out come

Just how high in the CUNARD organization did you go? Get the Pres/CEO name, use the internet to find it...its no secret........send them your equivalent of a certified letter with copies of all the proofs of what they offered and what they did...Make them sign for it...the fee for doing that is tiny compared to the alternative. You can copy in the equivalent of your Better Business Bureau...and if it was me, given the amount of $$ involved, I'd copy in a couple of newspapers, and accuse them of outright bait n switch, if not fraud. Even a certified letter from a lawyer (including his fee for doing it) night be worthwhile. You have a battle on your hands....don't let the SOB's walk all over you....the bottom line is you need to get the attention of somebody in that organization who would realize what they're doing is wrong, and has the horses to fix it. And I DON'T mean some Customer Service geek......GOOD LUCK TO YOU..and by all means, let us know how it turns out...fortunately, you have some time.....

Many thanks for taking the time to reply . Currently at the customer relations stage . To be fair they I’m remaining fairly calm. It’s a question of doing what is right and as far as I’m concerned I just want what I was sold . I won’t let matters go and I have managed to get the presidents name and email address also the Vice Presidents so if it is a matter of having to go through them I will . I’ll keep you posted! Feeling a little less fraught with all the helpful advice . Thank you 😊

Watching for updates. Good luck in your quest.

Many thanks . I feel It’s going to take a while but I’m holding out on what I was sold . It makes no sense to me to suddenly cancel an offer 🤨

If all else fails large corporations do not like seeing storied like this showing up in the news media. That is always an option and sometimes the mention of that to the cruise line can make them a bit more amenable to honouring their commitments.

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