Beware of booking onboard, they'll take a deposit but cancel your booking-surprise

[dancer11]

On January 6, while onboard Queen Victoria, I made a future booking, gave a credit card for what I was asked, and thought I had a Princess Grill cabin reserved for next April. When I returned home, I verified on my credit card statement that I had been charged the deposit. If you book onboard, a smaller deposit is required than other bookings. You'd think that was all I needed to do.

Today I emailed my travel agent a copy of the booking given to me by Cunard and she informed me my booking had been cancelled for non-payment of the deposit. I called Cunard, and they said that due to a computer glitch, the computer didn't accept the $600 I had paid onboard as sufficient deposit and cancelled the booking.

Since there were only 2 P1 cabins left at the time I booked onboard, I was pretty upset.

I could have spent the next 6 months assuming I had a booking, then found out when the final payment was due that we had no booking. And apparently, they were going to keep my $600 as well!

So I'm booking a similar voyage with Crystal instead.

So lesson to be learned: if you book onboard, BEWARE!

[Salacia]

Yikes! Sorry about that Dancer. I hope Cunard immediately credited the $600 on your credit card?

 

Out of 10 voyages, only once did I book on board (QM2). I gave the Future Voyage rep my travel agent's info at that time. I had better luck as my booking went without any problems.

 

Thanks for the heads-up. -S.

[pmb1]

That stinks, Dancer. I don't understand how Cunard could cancel a booking and not inform you of the cancellation at once. Not crediting your deposit was their error and they should have bent over backwards to make it up to you.

 

We have booked all our recent QM2 cruises at the Voyage Sales Office on board and have never had a problem. But from now on I'll be phoning Cunard soon we dock to request a booking confirmation, just to be on the safe side.

[ricki]

On January 6, while onboard Queen Victoria, I made a future booking, gave a credit card for what I was asked, and thought I had a Princess Grill cabin reserved for next April. When I returned home, I verified on my credit card statement that I had been charged the deposit. If you book onboard, a smaller deposit is required than other bookings. You'd think that was all I needed to do.

Today I emailed my travel agent a copy of the booking given to me by Cunard and she informed me my booking had been cancelled for non-payment of the deposit. I called Cunard, and they said that due to a computer glitch, the computer didn't accept the $600 I had paid onboard as sufficient deposit and cancelled the booking.

Since there were only 2 P1 cabins left at the time I booked onboard, I was pretty upset.

I could have spent the next 6 months assuming I had a booking, then found out when the final payment was due that we had no booking. And apparently, they were going to keep my $600 as well!

So I'm booking a similar voyage with Crystal instead.

So lesson to be learned: if you book onboard, BEWARE!

 

Ouch! I'm sorry to hear about your experience. I notice that you haven't sailed Crystal since 2010. You will be surprised at the beautiful changes on Symphony. Serenity is due for a big re-do by the end of this year. We've done over 20 cruises on Crystal and have never been disappointed. Their customer service is excellent, too.

 

Ricki

[cunardaddict]

I have booked a few cruises onboard. Everytime a coparably small deposit was asked for and taken off my CC. Returning home I received a letter from my TA requiring the full appropriate deposit. Once after a WC a had already a reminder in my mail at home. My TA informed me that Cunard Germany always requires the full deposite despite of any agreement by the onboard booking.

 

I don't mind because I have to pay it one day, but fortunately no booking was ever cancelled.

[chester8]

Ouch! I'm sorry to hear about your experience. I notice that you haven't sailed Crystal since 2010. You will be surprised at the beautiful changes on Symphony. Serenity is due for a big re-do by the end of this year. We've done over 20 cruises on Crystal and have never been disappointed. Their customer service is excellent, too.

 

Ricki

The nice thing about Crystal is that if anything goes wrong, they will do their best to sort it out.They are also very gracious when dealing with problems.

[violetta58]

I have booked a few cruises onboard. Everytime a coparably small deposit was asked for and taken off my CC. Returning home I received a letter from my TA requiring the full appropriate deposit. Once after a WC a had already a reminder in my mail at home. My TA informed me that Cunard Germany always requires the full deposite despite of any agreement by the onboard booking.

 

I don't mind because I have to pay it one day, but fortunately no booking was ever cancelled.

 

That's not good in Germany ,we almost always book on board with Cunard UK ,booked the two cruises this year last year on board and always pay a very low deposit.Our booking is transferred to our TA and we pay nothing else till the final payment. It seems crazy that there are differences within Cunard re deposit .

[NeilT66]

We booked a transatlantic crossing whilst on the Baltic cruise a couple of weeks ago. Cunard took a deposit on my credit card and transferred the booking to the TA who we use. Upon our return we received from the TA a copy of the paperwork we had received on board, and the TA has already made an amendment in our favour. I would suggest your experience was one of those occasional unfortunate incidents that can happen. The moral is to check with your TA as soon as possible.

 

Neil

[lannp]

I've never had this happen to me but it is good to know and be sure to keep tabs on any bookings.

[dancer11]

On January 6, while onboard Queen Victoria, I made a future booking, gave a credit card for what I was asked, and thought I had a Princess Grill cabin reserved for next April. When I returned home, I verified on my credit card statement that I had been charged the deposit. If you book onboard, a smaller deposit is required than other bookings. You'd think that was all I needed to do.

Today I emailed my travel agent a copy of the booking given to me by Cunard and she informed me my booking had been cancelled for non-payment of the deposit. I called Cunard, and they said that due to a computer glitch, the computer didn't accept the $600 I had paid onboard as sufficient deposit and cancelled the booking.

Since there were only 2 P1 cabins left at the time I booked onboard, I was pretty upset.

I could have spent the next 6 months assuming I had a booking, then found out when the final payment was due that we had no booking. And apparently, they were going to keep my $600 as well!

So I'm booking a similar voyage with Crystal instead.

So lesson to be learned: if you book onboard, BEWARE!

 

 

Yes, lesson learned. Even though I had a printed confirmation and a charge to my credit card, I had no cruise reservation. So glad I emailed my agent a copy and she checked on it, not just filed it away

[keithm]

On January 6, while onboard Queen Victoria, I made a future booking, gave a credit card for what I was asked, and thought I had a Princess Grill cabin reserved for next April. When I returned home, I verified on my credit card statement that I had been charged the deposit. If you book onboard, a smaller deposit is required than other bookings. You'd think that was all I needed to do.

Today I emailed my travel agent a copy of the booking given to me by Cunard and she informed me my booking had been cancelled for non-payment of the deposit. I called Cunard, and they said that due to a computer glitch, the computer didn't accept the $600 I had paid onboard as sufficient deposit and cancelled the booking.

Since there were only 2 P1 cabins left at the time I booked onboard, I was pretty upset.

I could have spent the next 6 months assuming I had a booking, then found out when the final payment was due that we had no booking. And apparently, they were going to keep my $600 as well!

So I'm booking a similar voyage with Crystal instead.

So lesson to be learned: if you book onboard, BEWARE!

Never had problems booking on board...But I've found the fares to drop quite a bit & not get the difference. This also takes into account the OBC. What we've done is cancel & rebook through our TA. Now a days we don't book on board.

[pmb1]

Never had problems booking on board...But I've found the fares to drop quite a bit & not get the difference. This also takes into account the OBC. What we've done is cancel & rebook through our TA. Now a days we don't book on board.

The couple of times that fares dropped after our initial booking, but before the final payment date, we did get the lower fare. But we phoned Cunard to request it, Cunard didn't volunteer it.

[missfrankiecat]

Yes, lesson learned. Even though I had a printed confirmation and a charge to my credit card, I had no cruise reservation. So glad I emailed my agent a copy and she checked on it, not just filed it away

 

Frankly, I cannot imagine how Cunard cannot have honoured this booking. From what you tell us, you had an oral contract clearly evidenced by written confirmation and payment of deposit. Their internal computer mishaps are nothing to the point and you should have had the booking honoured - if your choice of cabin had then sold out, by upgrading you or someone else to accommodate your choice. Leaving aside public relations, I don't understand what legal basis Cunard has for cancelling your booking.

[NeilT66]

Frankly, I cannot imagine how Cunard cannot have honoured this booking. From what you tell us, you had an oral contract clearly evidenced by written confirmation and payment of deposit. Their internal computer mishaps are nothing to the point and you should have had the booking honoured - if your choice of cabin had then sold out, by upgrading you or someone else to accommodate your choice. Leaving aside public relations, I don't understand what legal basis Cunard has for cancelling your booking.

 

It's quite simple, the Terms & Conditions will no doubt demand a deposit at the time of booking. If that deposit is not made then the contract fails. It's unfortunate but normal business practice.

 

Neil

[Salacia]

It's quite simple, the Terms & Conditions will no doubt demand a deposit at the time of booking. If that deposit is not made then the contract fails. It's unfortunate but normal business practice.

 

Neil

 

But the deposit was paid: the OP stated that he did make a deposit at the time of booking on board, and later verified on his credit card statement that this trasnsaction was completed. -S.

[fantasy51]

I know I would have fought hard for the room I had been promised, or would have asked for an upgrade at their expense if they did not have my grade available. I agree that a contract had been formed, and sealed by them taking the deposit. I would have argued it all the way to the head of Cunard. However, I know this takes time, energy and determination (a strong sense of justice). The other alternative is to do what the OP did and simply go to another cruise company. If you can find something else as good elsewhere, then vote with your feet.

[Southampton Cruiser]

Bit late to this but I've booked onboard three times with other lines. P&O gave confirmation the next day the first time and emailed the second. Royal Caribbean printed it off while you were still at future cruises and sent a copy by email. I had several emails due to her booking errors but at least had it. Neither gave any confirmation until that credit card had been accepted so very poor of Cunard to do that. Enjoy Crystal. :)

[travelplus]

Shouldn't there be an e-mail stating "A Charge was made on Account 444 by Visa ending in 12345 in the amount of $600 Dollars? Please note that the balance of xxxx is due on or before the final payment date of December 3,2013?

 

Along with this e-mail there should be another one with your booking info.

[BlueRiband]

The OP made this post on June 24th. He's move on to Crystal so how Cunard handles on board bookings will no longer be a problem for him.

 

I don't understand why he didn't get both an email and paper confirmation delivered to his state room. He's been on these boards since then so some of us would like to know if these problems ever get resolved.

[Jimsgirl]

The OP made this post on June 24th. He's move on to Crystal so how Cunard handles on board bookings will no longer be a problem for him.

 

I don't understand why he didn't get both an email and paper confirmation delivered to his state room. He's been on these boards since then so some of us would like to know if these problems ever get resolved.

 

 

 

 

Recently on QM2 I made a booking on board, paying $300 deposit. I did NOT get any paperwork delivered to my cabin, so after 3 days I went down to the sales office, and asked for proof of booking. A confirmation was then printed out for me.

 

I was fortunate that I made the booking with several days still to do on my cruise, not sure what would have happened if I had left the ship without getting the printed confirmation, which is obviously that which happened to the OP.

 

I was also fortunate that I met a CC member on board who gave me the name of a good TA, I transferred the booking and was delighted to get a much lower fare and extra OBC.

 

Thank you Friend.

[pmb1]

Recently on QM2 I made a booking on board, paying $300 deposit. I did NOT get any paperwork delivered to my cabin, so after 3 days I went down to the sales office, and asked for proof of booking. A confirmation was then printed out for me.

 

I was fortunate that I made the booking with several days still to do on my cruise, not sure what would have happened if I had left the ship without getting the printed confirmation, which is obviously that which happened to the OP. ...

We had a completely different experience. On Tuesday morning, July 23, we booked our next QM2 cruise with Barrie Dodgson, Voyage Sales Specialist, on QM2. We received a confirmation email before noon and a confirmation letter that evening. Luck of the draw? Being in a QG cabin? Catching the new guy on a really good day? I don't know, but of all the times we've booked on board, last month's experience was especially speedy and satisfying.

[Jimsgirl]

We had a completely different experience. On Tuesday morning, July 23, we booked our next QM2 cruise with Barrie Dodgson, Voyage Sales Specialist, on QM2. We received a confirmation email before noon and a confirmation letter that evening. Luck of the draw? Being in a QG cabin? Catching the new guy on a really good day? I don't know, but of all the times we've booked on board, last month's experience was especially speedy and satisfying.

 

 

 

I booked with Barrie as soon as the office opened on Aug 9, when 3 days later I had not received confirmation, I went down and he printed out the missing needed paperwork . He gave no explanation for the delay.

 

I do not want to think that the difference in our cabins was the cause of the delay , but perhaps , money does talk . ( I was in the lowest price inside cabin, booking lowest price inside cabin, whilst previous writer was in the QG presumably booking QG.).

 

I think the moral here is , book on board, but check that you receive the necessary confirmations within 24 hours, if not take action. Then as soon as you get home, follow up with your own agent, do not assume that all will be well because you made the booking in person on board with a staffer you know.

 

You may even find as I did that on giving the booking to your own agent you can get a more advantageous fare, and extra OBC.

[pmb1]

... I do not want to think that the difference in our cabins was the cause of the delay , but perhaps , money does talk . ( I was in the lowest price inside cabin, booking lowest price inside cabin, whilst previous writer was in the QG presumably booking QG.)...

I hope not either, but I'm not so naive that I believe that doesn't happen. By the way, we were in a QG only thanks to an upgrade; we always book a PG cabin and an upgrade from PG has only one grade to go up to.

 

... I think the moral here is , book on board, but check that you receive the necessary confirmations within 24 hours, if not take action. Then as soon as you get home, follow up with your own agent, do not assume that all will be well because you made the booking in person on board with a staffer you know. ...

That's good advice; always check, regardless of your previous experience, good or bad.

 

... You may even find as I did that on giving the booking to your own agent you can get a more advantageous fare, and extra OBC.

Can't comment on travel agents because in ten years traveling on QM2 we've never used one, but glad to hear that you have a helpful agent.

[3rdGenCunarder]

I booked with Barrie as soon as the office opened on Aug 9, when 3 days later I had not received confirmation, I went down and he printed out the missing needed paperwork . He gave no explanation for the delay.

 

I do not want to think that the difference in our cabins was the cause of the delay , but perhaps , money does talk . ( I was in the lowest price inside cabin, booking lowest price inside cabin, whilst previous writer was in the QG presumably booking QG.).

 

I think the moral here is , book on board, but check that you receive the necessary confirmations within 24 hours, if not take action. Then as soon as you get home, follow up with your own agent, do not assume that all will be well because you made the booking in person on board with a staffer you know.

 

You may even find as I did that on giving the booking to your own agent you can get a more advantageous fare, and extra OBC.

 

You booked on a Friday, which might explain why you didn't get confirmation within 24 hours. I think the people the onboard office must contact don't work weekends. I know, I know, in these days of 24/7 internet you'd think that doesn't happen, but it might. We haven't done an onboard booking in many years, but I do remember being told in the past that there might be a delay because "the office" whoever they were, would be closed for the weekend.

 

But you should have had confirmation on the Monday when "the office" opened again.

[dancer11]

I don't think it matters what category you are traveling, the mistake was made by the Cunard system. We were traveling Queen's Grill, booked Princess Grill, and received written confirmation while on board. When we returned to the U.S., I saw that they had charged my credit card for the deposit. You would think those 2 events would ensure I had a booking.

There was no justification for cancelling our booking, other than to tell us it was their system error, which failed to accept the amount of deposit as the correct amount. You would think that after I talked to a clerk, a supervisor would call or write and apologize, but we heard nothing. And that is a major reason for changing our booking to Crystal.