Cunard Never Again

[cccruisin]

Dont ever bother trying to reach Cunard post cruise, they dont want to know you.. Sailed British Isles QM 2 in September, casino was closed 6 of 8 days and all purchases on board were subject to a 20% tax (no duty free) for the same 6 of the 8 days. When you try to reach Cunard regarding the issue you are told the only form of communication is email - no telephone. After almost 4 weeks their snail mail response is like they never read your complaint. The staff in corporate is so infuriating that I will never sail Cunard again, There are way too many other lines out there that want and appreciate your business.

[fishywood]

From the Cunard Voyage Guide:

 

UK Tax

For any voyage that is solely within the European Union, UK VAT, at a rate of 20%, will apply to all purchases made in the shops and Art Gallery. All prices shown in those locations are exclusive of VAT and therefore, this will be added on completion of the purchase.

 

Looks like a form letter is the more polite option given the remonstration for failure to read your voyage guide that is warranted here.

[BlueRiband]

I was on the same voyage and the daily program explicitly stated that 1) the casino could not legally open while in British waters and 2) by law Cunard was required to add VAT to any on board purchases while in British waters. Had you read the daily schedule - and it was repeated each day - you would have known this and would not be complaining about it now.

 

You're blaming Cunard for something completely out of their control. If casino gaming and duty-free shopping were important to you this is something that you could have and should have researched before signing on.

[southwestie]

I dont understand the reply issue, I have emailed re a few things for my next voyage and I am amazed now how fast they are, you should still if need be phone them as well

[Chunky2219]

I can understand part of the OP's observation. After a Cunard cruise I wrote a letter of critique (not complaint), offering some comments about things I thought were done better on less premium lines.

 

My letter went to the main man, Peter Shanks and I got a quick and polite acknowledgement saying it had been passed on and would be looked into. So far, so good.

 

Unfortunately, the next reply from further down the food chain was standard corporate waffle from someone who clearly hadn't taken the time to read and digest what I said. We exchanged correspondence back and forth several times but with my blood pressure progressively rising at the obvious inability or unwillingness to even acknowledge the things I wanted to raise.

 

We have travelled with Cunard again and will continue to do so but this is despite their back office customer service, not because of it.

.

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[Salacia]

Dont ever bother trying to reach Cunard post cruise, they dont want to know you.. Sailed British Isles QM 2 in September, casino was closed 6 of 8 days and all purchases on board were subject to a 20% tax (no duty free) for the same 6 of the 8 days. When you try to reach Cunard regarding the issue you are told the only form of communication is email - no telephone. After almost 4 weeks their snail mail response is like they never read your complaint. The staff in corporate is so infuriating that I will never sail Cunard again, There are way too many other lines out there that want and appreciate your business.

 

Hi Busterc3. Perhaps if you could be more clear about your issues with Cunard, we might be better able to direct you to an individual contact?

 

We've looked at the British Isles QM2 cruise as something we might do when time permits. I'm suprised to hear the ship did not sail in International Waters where the casino and duty free shopping would be permitted for more than 2 days out of 8. Was weather a factor? - Or is this the standing policy on that cruise?

 

Anyway, thanks for posting. I hope you will respond further as this is a question that might be of interest to some of us.

 

Regards,

Salacia

[paulista1950]

"When you try to reach Cunard regarding the issue"

 

Should Cunard break it?

[heywood]

Dont ever bother trying to reach Cunard post cruise, they dont want to know you.. Sailed British Isles QM 2 in September, casino was closed 6 of 8 days and all purchases on board were subject to a 20% tax (no duty free) for the same 6 of the 8 days. When you try to reach Cunard regarding the issue you are told the only form of communication is email - no telephone. After almost 4 weeks their snail mail response is like they never read your complaint. The staff in corporate is so infuriating that I will never sail Cunard again, There are way too many other lines out there that want and appreciate your business.

 

It's a few years since I sailed on other lines but if I remember rightly, we had different taxes added when we sailed in Italian and Spanish waters.

You must be unlucky with the email, on the odd occasion I have contacted Cunard, I got a quick response.

The Casino rule applies to all ships- Princess/P&O etc when they are sailing in British waters.

[Bell Boy]

Quite correct heywood, even though we (UK citizens) are part of the EU we are still subject to the dreaded Spanish IVA tax at 8%. This is in addition to the already added onboard 15% bar charges/alternative dining charges etc. When ever the ship is sailing (or in port) in Spanish territorial waters.

 

 

Bell Boy:)

[heywood]

... and because we pay 20% VAT, we can't afford to visit the Casino :D

[Lake Barcroft Sailor]

The answer is quite simple. Stay out of the shops and use all the money saved by not going to the casino or buying trinkets as the nest egg for your next Cunard voyage.

[brigittetom]

We mostly try to research the voyage ahead of time but sometimes it just falls into the "fine print". We were on an RCL Northern Capitals trip and after spending a long day in France, we reboarded around 9PM and were told that all bars on board were closed until sailing.....1AM...due to local jurisdiction. Geez, normally, not a big deal but after the hard time we had getting back to the ship...a cold beer really seemed like a good idea. Oddly enough, at 11PM France decided that it was okay for the ship to open their bars. Regulations aside, I find it odd that certain territories enforce such strickt rules considering the money these ships bring in during their stay. Even more odd is that those rules can bend so easily. :)

[Salacia]

... and because we pay 20% VAT, we can't afford to visit the Casino :D

 

 

Hey Heywood, oh yeah, that Casino visit can be costly (seems that Himself wins whatever I lose :eek::))

 

BTW, on a TA, when does the Casino and the on-board shops open? Do you really have to wait until you're mid-way in the Atlantic?

 

Hope Mr Heywood is feeling much better. Regards to you both, -S.

[brigittetom]

Hey Heywood, oh yeah, that Casino visit can be costly (seems that Himself wins whatever I lose :eek::))

 

BTW, on a TA, when does the Casino and the on-board shops open? Do you really have to wait until you're mid-way in the Atlantic?

 

Hope Mr Heywood is feeling much better. Regards to you both, -S.[/quot

 

 

Yep, you have to wait until the ship sails halfway to Southampton, and then you can drink and gambil. WhooHoo.

[Salacia]

Thanks Brigittetom for your reply which confirms Bell Boy's post regarding when the casino (and the shops on board) are open for business. I've never been on a transatlantic cruise, but I am rather suprised that the ship has to be in the middle of the Atlanic before you can gamble. Drinking is another matter entirely.:D:rolleyes:

 

Regards,

-S.

 

 

 

Yep, you have to wait until the ship sails halfway to Southampton, and then you can drink and gambil. WhooHoo.

 

For the ship to have sailed in 'International Waters' you would have had to have been almost halfway across the Atlantic well on your way back to your homeland.

 

Bell Boy.:)

[cccruisin]

I read many papers supplied prior and never noticed a specific mention to this cruise duty free and casino restrictions. When I spoke to Cunard prior to emailing the rep said he himself could find it mentioned no where and advised I email. Yes, the daily paper in the cabin did tell of the casino closed and vat tax but the casino closure should have been highlighted before sailing ( btw Normandy and Cork are considered Intl and the casino is open. The store clerks insisted us citizens would be refunded the vat tax upon leaving at the airport WRONG...

The response from Cunard was completely incorrect all it stated was the maritime law and that the Mayfair shop on the ship is always duty free. They looked at my folio and said they saw no tax. WRONG had they pened some charges on the folio at the shops they would have clearly seen the tax charged and how incompetent can they be to state Mayfair shop is always duty free...

[heywood]

Hey Heywood, oh yeah, that Casino visit can be costly (seems that Himself wins whatever I lose :eek::))

 

BTW, on a TA, when does the Casino and the on-board shops open? Do you really have to wait until you're mid-way in the Atlantic?

 

Hope Mr Heywood is feeling much better. Regards to you both, -S.

 

I think it opens almost immediately but we only ever walk through and observe so it's a good job it doesn't rely on us for revenue :)

Mr H is still waiting (the National Health system is a wonderful but has no sense of time). We are getting closer though- one procedure planned for a couple of weeks and then a bigger operation in the new year. Thanks for asking Salacia.:)

 

Apologies for digressing Buster. It's a pity that these things marred your holiday. I have seen stores in Ireland where visitors get paperwork to reclaim certain taxes I think but sadly it doesn't apply to UK citzensl

[guernseyguy]

The store clerks insisted us citizens would be refunded the vat tax upon leaving at the airport WRONG...

 

IF they had given you the correct paperwork and IF you had filled it in and processed it at the airport correctly, then they would have got most of the VAT back.

 

Did they? Did you?

 

Since Cunard ships so rarely sail these "inter-EU-only" or 'UK-only' cruises, I doubt they had the required forms.....

[canny_cruiser]

I dont understand the reply issue, I have emailed re a few things for my next voyage and I am amazed now how fast they are, you should still if need be phone them as well

I have found the UK division very s-l-o-w to respond to e-mails - although they do eventually.

[cccruisin]

I found pre cruise Cunard was most attentive. Any question was answered promptly and professional. Post cruise the land staff first give you the run around with no one can handle any issue everything must be emailed. Then the snail like response is totally like a deaf dumb blind person reviewed it. It does not address the issue, what it says is incorrect and completely opposite what is said at sea. When you telephone to respond to the snail mail again you are given the run around and told to email again....Never again Cunard.... Have sailed many other quality lines and never had such rude, incompetent staff. My issue is really not a big problem but what if you really need their assistance you would be better off jumping overboard....

[cccruisin]

IF they had given you the correct paperwork and IF you had filled it in and processed it at the airport correctly, then they would have got most of the VAT back.

 

Did they? Did you?

 

Since Cunard ships so rarely sail these "inter-EU-only" or 'UK-only' cruises, I doubt they had the required forms.....

 

I am a seasoned traveler and have travelled by land and sea to most continents. I did specifically ask the clerks for the forms and was assured they were not needed, just show your receipt I was told. I knew in past years I had forms completed and as I recall showed the items and receipts and forms at the airport and received a check at a later date..

[guernseyguy]

I did specifically ask the clerks for the forms and was assured they were not needed, just show your receipt I was told.

 

You were lied to.....

 

In mitigation (but no excuse) it sounds like Cunard needs to make sure the shops are either MUCH better organised - and have the forms (but I doubt they will as they'll only use them on one or two voyages a year) - OR the staff are MUCH better briefed 'I'm sorry, because of this itinerary we have to charge Sales Tax which we are not set up to refund'......

[nfcu]

We were on board for QM2's first around the British Isles cruise a couple of years ago (round trip from/to NY). We did not find out about the casino being closed until we departed Southampton. No where was this advised in advance of the voyage.

 

In fact, the casino staff were also not aware that the casino was to be closed for almost the entire voyage. They were told after the ship arrived in Southampton. Talk about keeping a secret, Cunard obviously does not want to advertise this in advance of the voyage.

[fishywood]

buster--Thank you for clarifying what the real issue is. Obviously Cunard is the party in line for reprobation.

 

[thinking out loud]I wonder if there is a relevant regulatory agency in the UK that would be interested in a report of a specific incident where a merchant failed to give accurate information and to have the appropriate forms available for VAT refunds [/again, just thinking out loud]

[MCC retired]

With the concerns/complaints posted , this is when having a good TA on your side , would be worth the price (oops , forgot TA's cost you $0).

TA's have contacts for resolving things , especially TA's that book a lot of Cunard.

Then again , a good TA would have alerted OP of the unique situation before booking.:rolleyes: