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IDCompany / PersonClaim TitleIncident DateAddedPostsAdd commentDetails
5293CUNARD [Southampton]
Total claims:3
BAD SERVICE »20TH JULY 200905/10/20091

 


M.W. and C.A. Moulton.


2, Blagdon Terrace, Blagdon,


Crediton, Devon. EX17 1EQ.  U.K.


Tel: (0044) 01363776539. Email:mwandcamoulton@btinternet.com


 


 


Peter Shanks


President & Managing Director


Cunard

Mountbatten House


Grosvenor Square


Southampton SO15 2BF.


 


12th August 2009.       Re Cruise on Queen Mary 2


 


Dear Peter Shanks,


 


It is with regret that I have to write to you to get some sort of reply to the email I sent to Cunard Customer services some weeks ago now.


 


On 20th July my wife and I embarked on our second Cruise of the year with Cunard in Princess Class on Queen Mary 2.


Our first Cruise two months earlier on Queen Victoria was our first taste of Cruising to see if we like it.


We did and thought the service and facilities on Queen Victoria were excellent.


As we eventually intend to do a world cruise which will cost us about £35,000 we have decided to build up to it by doing lots of small cruises on different ships to get it right.


 


Our Princess Class Cabin was very nice and we decided to do the same as on Victoria and book the Spa.


When we arrived at the spa we were told no one was available to show us around, to come back at 7-30pm. Unacceptable!


At this sort of time we are getting ready for dinner and said we would come back the following day.


We came back the next morning and shown some of the facilities. We booked for the day to see the rest of the facilities as not all of it was shown.


We found our favourite aromatherapy steam room that we used on Victoria was not functioning, we complained and were told it would be fixed.


At the end of the day it was still not fixed so were denied the use of it. No refund or part refund was offered despite complaint.


 


Long before embarking on our voyage we contacted Cunard to let them know our dietary needs and that we only drink goats milk and eat goat's butter, being dairy intollerent.


On our first meal in the Princess grill we requested this and they said there was none on board and they were not informed but they had Soya milk.


Have you seen what a mess that makes in coffee?


So we were denied the luxury of butter and milk the whole cruise.


What are we to do on future cruises should we choose Cunard again, especially on longer cruises? Take our own supply?


 


We were disappointed to say the least, especially as your motto is White Star service goes the extra mile.


 


Now after contacting Cunard to vent our disappointment and to get an explanation we have had no reply apart from an email on 28th July from Shelley of Cunard World Club who said she would pass it on to Passenger relations Department.


 


I resisted putting this on the passenger blog as the last thing any company wants is bad publicity, I would rather it be sorted in house, and hopefully by you Peter.


 


Yours Sincerely


 


 


 


 


Mackenzie Moulton


REPLY SOME TIME LATER


SAID THEY DO NOT GIVE REFUNDS AND THAT I DID REQUEST GOATS MILK AND BUTTER BUT MAYBE I DIDN'T SEE THE HEAD WAITER.


MY REPLY 


MW and CA. Moulton


2, Blagdon Terrace, Blagdon,


Crediton, Devon. EX17 1EQ


Tel:01363 776539. Email:mwandcaMoulton@btinternet.com


 


Kim Sonksen (Ms)


Passenger Relations Executive


Cunard Line


Carnival House


100 Harbour Parade


Southampton SO15 1ST


 


30TH August 2009


 


your ref: Queen Mary 2 Voyage M920N


Booking CX6Q5K


 


Dear Ms Sonksen,


 


Thank you for the letter dated 27th August 2009 in reply to my complaint.


Firstly is this in reply to the email I sent ages ago or the recent personal letter I sent to Peter Shanks?


 


Firstly let me answer your reply to the goat's milk and butter complaint.


There were 3 waiters attending to us in Princess Grill all were aware of our needs the first day and therefore so should the headwaiter, he may well have been one of the waiters serving us.


Secondly after letting them know our needs we called at 3 more ports.


Surely that was the time to rectify the situation and send someone out to buy Goats Milk and butter.


 


Now to the Canyon Ranch complaint.


No one and I repeat not one member of staff pointed out the aroma steam room was not available.


 


Of course the staff are going to tell you they told us, they are not stupid. Its OUR word against theirs.


There was another passenger, an Australian who complained I wish I got his name.


 


You say there will be no discount applicable despite the fact I did not get what I paid for.


 


Well I am a man of principle, I don't need the money I am very well off, but because of your reply we have decided to spend our money and try other cruise lines


before we do the world cruise.


 


You have damaged our feeling of loyalty to Cunard Line.


 


I am posting my complaint on the Blog and YouTube


For thousands of other potential customers of Cunard to see what sort of reply one gets when you get it wrong.


 


Yours Sincerely


 


 


Mackenzie Moulton


TO DATE NO RESPOSE TO THE ABOVE LETTER SO WROTE TO PETER SHANKS AGAIN


 


M.W. and C.A. Moulton.


2, Blagdon Terrace, Blagdon,


Crediton, Devon. EX17 1EQ.  U.K.


Tel: (0044) 01363776539. Email:mwandcamoulton@btinternet.com


 


 


Peter Shanks


President & Managing Director


Cunard

Mountbatten House


Grosvenor Square


Southampton SO15 2BF.


 


8th September 2009.       Re Cruise on Queen Mary 2


 


Dear Peter Shanks,


 


As I have not herd from you personally in answer to my letter dated 12th August 2009 I can only assume you passed it down to Kim Sonksen in Passenger relations as it was her reply that really wound me up explained in the letter I sent to her. (Copy enclosed).


 


Its now 8th August and I have had no reply to that letter or an explanation as to what we should do in the unlikely event we use Cunard again and want Goats Milk and Butter.


 


Well it worked for Dave Carroll when he got no satisfactory result from United Airlines when he complained so I'm sure it will work for me  [http://www.youtube.com/watch?v=5YGc4zOqozo] (link: http://www.youtube.com/watch?v=5YGc4zOqozo)


 


When this music video appeared on Youtube United lost $20,000,000 on their stocks overnight!


Think that got their attention don't you?


 


Also enclosed is a preview of the song my band will post on Youtube, hopefully in about two months time when all the filming is done.


Hope you like it.


 


Regards Mackenzie Moulton



MY CUNARD SONG 

 


 


 





CUNARD THEY DON'T CARE SONG


 


MY WIFE AND I WENT CRUISING WITH CUNARD IN JULY


REQUESTED GOATS MILK AND BUTTER THEY SAID THEY WOULD SUPPLY


BUT WHEN WE STARTED DINING THE WAITERS GAVE A SIGH


NO ONE TOLD US YOUR REQUEST


NO GOATS MILK OR BUTTER DID THEY BUY


 


CHORUS:


DON'T SAIL WITH CUNARD THEY SAY THEY ARE THE BEST BUT WHEN IT COMES TO COMPLAINTS


THEIR NOT ALL THAT IMPRESSED


 


WE PAID EXTRA FOR PRINCESS GRILL


THEY TOLD US ITS BEST


 


BUT WHEN YOU MAKE A COMPLAINT YOUR JUST LIKE ALL THE REST


CUNARD DON'T MAKE THE EFFORT YOUR JUST LIKE ALL THE REST.


 


CHORUS:


DON'T SAIL WITH CUNARD THEY SAY THEY ARE THE BEST


BUT WHEN IT COMES TO COMPLAINTS


 THEIR NOT ALL THAT IMPRESSED


 


WE CALLED AT 3 OTHER PORTS


YOU'D THINK THEYED GET SOME THERE


BUT OUR ASKING FOR GOATS MILK AND BUTTER WAS JUST MET WITH A STARE


THEY SAY THEY MAKE MORE EFFORT


BUT THAT'S NOT REALY TRUE


OTHERWISE I WOULD'NT BE SINGING THIS TO YOU.


 


CHORUS:


 


WE HAD A DAY AT CANYAON RANCH


THE STEAM ROOM DIDN'T WORK


THE STAFF SAID WELL FIX IT


BUT NOT TODAY THEY SMIRKED


WELL HOW ABOUT A REFUND


THAT WOULD MAKE THINGS RIGHT


OH NO WE DON'T DO THAT CUNARDS FAR TO TIGHT.


 


CHORUS:


 


AND SO I WROTE TO PETER SHANKS


INFORMING HIM MY PLIGHT


HOPING THE CHIEF EXECUTIVE COULD PUT EVERYTHING RIGHT


SO FAR I'VE GOT NO REPLY FROM HIM


AND MAYBE NEVER WILL


THE SOYA AND RICE MILK MADE US FEEL QUITE ILL


 


CHORUS:


 


SO BE WARNED AND DON'T COMPLAIN IF CUNARD GET IT WRONG


THEY'LL JUST WRITE WITH EXCUSES


AS I'VE EXPLAINED IN THIS SONG


 


CHORUS:


DON'T SAIL WITH CUNARD


THEYSAY THEY ARE THE BEST


BUT WHEN IT COMES TO COMPLAINTS


THERE NOT ALL THAT IMPRESSED



MY MOST RECENT LETTER


 


M.W. and C.A. Moulton.


2, Blagdon Terrace, Blagdon,


Crediton, Devon. EX17 1EQ.  U.K.


Tel: (0044) 01363776539. Email:mwandcamoulton@btinternet.com


 


 


Peter Shanks


President & Managing Director


Cunard

Mountbatten House


Grosvenor Square


Southampton SO15 2BF.


 


5TH October.       Re Cruise on Queen Mary 2


 


 


Dear Peter Shanks,


 


It is now coming up 3 months since I first wrote to you (my letter dated 12th August 2009 about my complaints on the Queen Mary 2.


 


I have been advised to send you my previous letter by recorded delivery before I go ahead with anything previously mentioned to be sure you actually got my correspondence.


 


To date our complaint has still not been addressed.


No one has told us why goat's milk and butter could not be obtained at other ports of call.


No one has told us whether on future occasions we have to take our own.


Quite frankly the customer care is appalling. It's as if everyone just says, oh ignore them and they will go away.


I'm afraid that will not be the case.


 


Yours Faithfully


 


 


Mackenzie Moulton


 


more details »


2727Carnival Legend [Tampa Fl]
Total claims:1
Ports Missed »05/03/09 - 05/10/0917/05/20090

We were told before our shipping date that Cazumel was not going to be one of our stops.  We understood, it was the swine flu.  Fine, than a day before we were to go to Roatan, Honduras, we were told that port will be missed, since there's some sort of demonstrations going on there.  Meanwhile, we get $20 ships credit per port missed, a total of $40 for me and my daughter $40.  There were other Carnival ships out the same time we were.  Carnival Valor, and Carnival Liberty.  Those ships were sent to replacement ports.  Virgin Islands, Jamaica.  We were left floating on the water 3 days to kill time, until we got back to our Port of Tampa destination.  Carnival advised us we were not getting any restitution or refund.  They have the right to do this.  Keeping our money?  Sit on the ship to NOWHERE?  I will never use Carnival again.   


more details »


2860carribbean cruise line [Florida]
Total claims:1
Refund »21st April 200920/05/20090

I bought a holiday package with carribbean cruise line in March 2009.It has a validity of 18 months. At the time of purchase they promised me the foll:


1) 8 days & 7 nights package outside state room on the cruise & accomodation at the sheraton or ramada in Florida.


2) I can take 4 additional passengers on the cruise just by paying the additional boardign charge of USD128 per adult & USD 99 per child below 12.


3) Cost of the package will be USD 798 all inclusive of taxes ect.


I was supposed to recieve the acutal package in the mail within 21 working days It arrived after over a month & several calls I placed.


When I called them to confirm the travell dates & make the final booking there is always a surprise either hidden cost or they had down graded the package or reduced the number of days or additional taxes to pay.


They made me purchase an additional package of USD 498 in the mean time saying that they will give me a discount on my existing one & all of us can be accomodated comfortably.


I have called them 5-6 times in the last few months. The customer care executives are very rude & inconsiderate, they transfer you from one dept to another. Today I have been on the fone for over 2 & 1/2 hours & trying to get my issues resolved. They transfer me to a special agent who says that everything is sorted out & then this agent transfers  me back to the booking Dept, where they tell me nothing is sorted out & that the 2 departments work seprately & are not responsible for what the other dept just said. 


They wont let me cancell & get a refund saying that the  date to review the package & cancell has passed & now package is non refundable. Please Help.


more details »


3985Via- voyage [Aldershot]
Total claims:1
! »31July 200902/08/20090

I paid for a mini cruise on 16 July 2009 the sum of £712.10 to Via Voyage from their web site and made the booking by phone and by debit card  I thought everything was fine a UK company as the address was in Hampshire reg office in London and a ABTA no ( ABTA L325X) and a 0800 no, the cruise was booked and the  e tickets received OK 25 July all seemed fine. Then when I checked my bank on Friday 31 July to my horror another unauthorised payment of £712.10 had being taken from my bank account which put me overdrawn also all my monthly payments where due so I had no choice but to transfer funds to my account so these would be paid and raise a claim with my bank for this payment and have my debit card stopped and wait for a new card and all that goes with it  Now this is where things start to really worry me Via -Voyage gives the impression that they are UK travel cruise companies only they are not they are a USA company based in Florida and there UK HQ is a just a private house in Aldershot there e-mails address they give are returned as delivery failures and when you do speak to a person nothing can be done because of the5 hour time difference and its another department and they contact you. Is it leagal that a firm can trade giving its details as in the UK when if fact they are not and how can I get my money back and all my costs !!! from them.


more details »


21615CUNARD [Southampton]
Total claims:3
Queen Mary 2 Cunard Line and their internet scam »10/13/201120/10/20110
Although I only now claim $25 is because I cannot put a dollar amount on what I was overcharged. The $25 stems from 2 charges on my account that were completely unauthorized internet charges. What Cunard does (and I imagine is the same for all ships), is that you log in and choose the time slot for internet services, with obviously the shortest time, l minute, being the most expensive. We logged in 4 times but were charged 6 charges, $167, $167, $89, $21, $4.76, and $13.50. The $4.76 and $21 were incorrect and when we questioned this we were told that upon termination of the contracted period, that it immediately converted to individual more expensive minutes (.75/minute versus .35/minute). Since there is no pop-up or alert that your time has expired, this is a huge scam and it translates basically with them charging for unauthorized internet use time. When I finally (the Persur's desk is a joke) got through to a manager, he said "it is not within my powers to do anything", literally this is what he kept repeating, a Stephan H.
So the $25 is therefore an unauthorized charge, but what also happens all the time is that one successfully logs on, from which the internet time is calculated, but then cannot actually get the internet connection OR one logs on and is connected but then to pass an email or log on to a site does not work and even a sign pops up that the internet is very slow....so all the internet minutes one is paying for is actually lost money due to poor internet service.
Right now I want my $25 refunded. It is absolutely amazing that I paid 4 first class rooms and they refused to adjust my account for this unauthorized amount and were quite rude on top of it.

more details »


27686CUNARD [Southampton]
Total claims:3
no information re change of cruise terminal »27th November 201211/12/20120
On 27th of November 2012 we had booked a taxi from our hotel in New York $88 to the Brooklyn Cruise terminal where we were due to board Queen Mary2 -our 3rd crossing.
We were having our breakfast in a New York diner when a couple sitting opposite asked if we were travelling on the QM2 that day "yes" we replied
"You do know it's going from Pier 88 and not Brooklyn don't you?"
Neither the hotel, The Empire, nor our travel agent(Trailfinders) had been contacted us to tell us of this change.
Fortunately we were able to cancel our taxi to Broooklyn and take a $5 one to pier 88.
I was talikg to one of the SPEAKERS of the cruise who also had not been told and had spent 4hrs in a taxi from Newark airport to Brooklyn and then to pier 88.
We complained to the purser IMMEDIATELY we got on board but they refused to admit any liability for this mistake, blaming it on Trailfinders. On our return Trailfinders also denied any knowledge of the change.
We would have been very happy with an apology but would now like to tell everyone of Cunards disregard for loyal cruisers.

more details »



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