Poor disembarkation experience from Queen Mary 2

Was your cruise, good, great or wonderful?

Poor disembarkation experience from Queen Mary 2

tonyl
Officer
tonyl
Officer
Joined: May 26th, 2017, 8:20 pm

May 29th, 2018, 2:45 pm #1

Just came back from the UK on QM2 transatlantic crossing. I wrote the following letter to Cunard it tells the story. Was i being too hard on them ?

Cunard Customer Relations                                                    23th May 2018
 
I wish to inform you of our displeasure at the disembarkation from The Queen Mary 2
on the 17 May in Brooklyn. It caused us a lot of disruption and additional cost for our homeward journey. We had purchased transfers from the ship to the Port Authority where we had booked a Greyhound bus departing at 11 am. When we completed your transfer form we specified when we needed to be at the bus station and there was no ‘warning’ that this could not be met. Our nominal departure time from the ship was specified for 8 45, therefore plenty of time to get through customs and board your transfer bus.
 
We were asked to assemble at the theatre 10 minutes before our departure time which we did. Nobody was departing clearly there was a hold up but there was no announcement by Cunard informing us of why, which would have been common politeness. The theatre was overflowing so people had to sit on the stairs outside and couldn’t hear the announcements inside the theatre anyway. Cunard should have had extra people around the theatre to instruct people outside also and not expect passengers to pass it along. It was really a shambles.
 
Once off the ship there was no apparent delay at customs and the broken escalators were not a problem so I do not know why there was the initial delay other than something occurred on the ship. Nevertheless we were on the transfer bus by 9 50, still time to catch our Greyhound bus from the Port Authority. However the bus sat for over 1 hour because two passengers were missing. We had been told in your transfer forms that if we were not at the bus on time it would go without us, apparently this was not so since it waited over 1 hour for the two missing passengers. There was a uniformed Cunard agent around the buses but as far as I can see no effort was made by her to find these two who were in the terminal waiting for assistance. This was despite repeated complaints by several bus passengers to her and the bus dispatcher and driver. That was very poor customer service, especially for Cunard, a line which prides itself and advertises it superior service.
 
The upshot was we missed our bus and it cost us 298 $ to hire a car to drive home rather than wait 7 more hours for the next bus and pay 150$ extra. We have sailed Cunard many times before and never had such a problem but I felt the need to mention this so that you can maybe change your procedures especially about keeping passengers more informed  and for the bus dispatch policy.
 
I would appreciate a written reply or even e-mail (glinsdell@videotron.ca ) indicating you have read this and will hopefully do something about this situation in the future.
 
Regards
 
Anthony Linsdell
Quote
Like
Share

Manuela
Cruise Director
Manuela
Cruise Director
Joined: July 31st, 2006, 1:29 am

May 31st, 2018, 5:19 pm #2

Sorry to hear that. Not a good way to finish a trip. Hope the cruise was good.
... ...
Quote
Like
Share

tonyl
Officer
tonyl
Officer
Joined: May 26th, 2017, 8:20 pm

May 31st, 2018, 7:21 pm #3

Yes the cruise was totally up to Cunard Standards, except the singers and dancers seemed a little 'inexperienced' we gave a glowing report card in at customer relations , but that was before we disembarked :(

It has been over a week since I sent my letter and I have heard nothing . I am now wondering if they will even respond now.
Quote
Like
Share

Lancashirelad
Captain
Joined: July 28th, 2006, 11:07 pm

June 3rd, 2018, 7:40 pm #4

I am sorry to hear you had a bad experience Tony.  If you do not hear this week, then I would write again but head your letter, formal complaint, that should get some action.
Stephen 
Quote
Like
Share

tonyl
Officer
tonyl
Officer
Joined: May 26th, 2017, 8:20 pm

June 4th, 2018, 3:44 pm #5

To the same Florida address ? Don't they have a head office in the UK that might pay more attention ?
Quote
Like
Share

Lancashirelad
Captain
Joined: July 28th, 2006, 11:07 pm

June 4th, 2018, 7:00 pm #6

Here is the head office address. 

Cunard Line
Carnival House
100 Harbour Parade
Southampton
SO15 1ST
Stephen 
Quote
Like
Share

tonyl
Officer
tonyl
Officer
Joined: May 26th, 2017, 8:20 pm

June 4th, 2018, 7:11 pm #7

Great thanks Stephen. I'll give them the rest of this week.
Quote
Like
Share

tonyl
Officer
tonyl
Officer
Joined: May 26th, 2017, 8:20 pm

June 8th, 2018, 3:27 pm #8

So I have just mailed my original letter to Head Office with the additional complaint that I had no response at all from Customer Relations. This should put them on the back foot, so lets see what happens now. I hope they don't demote me from Platinum for being a pain.
Quote
Like
Share

Lancashirelad
Captain
Joined: July 28th, 2006, 11:07 pm

June 8th, 2018, 9:51 pm #9

I hope it does the trick Tony.
Stephen 
Quote
Like
Share

tonyl
Officer
tonyl
Officer
Joined: May 26th, 2017, 8:20 pm

June 11th, 2018, 12:57 pm #10

If not my next letter will go to The Palace :)
Quote
Like
Share