Your questions answered.

In order to resume sailing, we need confirmation of how and when travel restrictions in the UK and around the world will be lifted, and the phased approach that will need to be adopted to restart operations. Once we have this, we will start the final logistical challenges to prepare our ships to welcome you on board once again. Key to this will be returning our thousands of crew from around the world back to their second home on board the Queens. This will take time, and therefore we need to extend our pause in operations. 

As we work through the evolving guidelines and restrictions put into place across the world future itineraries may be subject to change and so to give you further reassurance, we have put in place a policy to provide flexibility over the coming months. Details of this, along with the latest updates, are posted on our website.

Your booking will be cancelled, and you will automatically receive a 125% Future Cruise Credit (FCC) on monies paid to date on your booking. This will be applied to your guest account in the coming weeks and can be used for any new sailing that is booked before 31 December 2021.

You can use your FCC on a new booking for any voyages on sale now, or on new voyages that we introduce in the future. For full details on how to book using your FCC, please see our helpful guide. We have recently launched additional 2022 voyages to give you more flexibility and choice for your future holiday with us.

If you’ve already made a future booking, you can also use your FCC to upgrade your stateroom or fare type on an existing booking. To use your FCC to amend an existing booking you will need to contact your travel agent, or us if you booked directly with us.

We very much hope that you will accept the 125% FCC and enjoy a holiday on board with us. However, if this does not meet your needs and you would prefer a refund to the amount of monies paid on your booking, we ask that you use our online form to request one.

Please note, we are setting up a large number of FCCs for guests. Please bear with us while these are created.

Guests who cancelled recently will still be entitled to the FCC offer that they took at point of cancellation.

We are working to process all new and outstanding refund requests as quickly as possible.

Due to the extraordinary circumstances associated with Covid-19, we are dealing with an unprecedented level of refunds at this time, so please bear with us. We appreciate your patience.

We will not be giving loyalty points for the cancelled voyages, but you will get the loyalty points for the new voyage you book.

We apologise that our automated system in some cases has issued an invoice that references cancellation fees. Please disregard this and be assured that you will not incur any fees as a result of this cancellation.

Please contact your Travel Insurance provider in the first instance, however, if you are unsuccessful, please send details of your claim with appropriate receipts and confirmation from your insurance provider that they have denied your claim to Guest Relations for their consideration.  

Guest Relations, Cunard, Carnival House, 100 Harbour Parade, Southampton SO15 1ST

or email guestrelations@carnivalukgroup.com.

You can take advantage of our free flexible transfer policy up to 90 days prior to your holiday.

• Transfer your booking to any Cunard sailing currently on sale (and not just to those within the next 12 months).
• Transfer your booking to a voyage of higher or lower value (and not just of a higher value, as is usually the case).
• Transfer your booking an unlimited number of times (and not just once).
• Transfer your bookings free of charge.

This policy modifies the transfer policy in our Booking Conditions. This policy may be changed or withdrawn at any time without notice.

We have reduced our final payment due date for sailings before 30 June 2021 (please see below). 

For sailings after 30 June 2021, the cancellation policy in our Booking Conditions applies.

Cunard shall be entitled to levy a cancellation charge as a percentage of the price paid in accordance with the following scales:

Cancelling voyages due to sail before 30 June 2021.

Cancelling voyages due to sail after 30 June 2021.

Please be advised that any cancellation or transfer request submitted before 9 June 2020 will be subject to our previous flexible booking policy and we will deal with these requests in due course.

There’s no need to contact us; your 125% FCC will be automatically applied within the coming weeks to each individual named on the booking. Once your FCC is set up you have until 31 December 2021 to use it in full.

Log in to your ‘My Account’ on the Cunard website to view your FCC. The value will be displayed at the top of the screen when you are logged in and searching for voyages. If you haven't registered for My Account, you can do so using your Cunard World Club (CWC) membership number.

If your FCC amount does not display, please check that you have linked your FCC to your account by entering your CWC membership number under the My details section of My Account. For any questions regarding using your FCC online, please see our helpful guide.

You can use your FCC to make a new booking for any voyage on sale now, or on new voyages that we introduce in the future. You may also use your FCC to upgrade your Cunard fare type or stateroom on an existing booking.

Your FCC must be redeemed before 31 December 2021.

For new bookings, you can redeem your FCC online at Cunard.com: full details can be found in our guide. Alternatively, contact either your travel agent or our Customer Contact Centre.

To amend an existing booking, for example to add an additional stateroom or to upgrade, contact either your travel agent or our Customer Contact Centre, if you booked directly with us.

Please note an FCC cannot be used to upgrade any flights connected to your booking.

Yes. If your FCC is not currently showing when you log in online, please contact your travel agent or us directly and we can create your new booking using your FCC. You do not need to wait.

100% of the cruise fare paid by guests and held as an FCC is bonded by ABTA or ATOL (for fly cruises) so guests can be secure in the knowledge that their monies are protected under those arrangements.

Your available FCC balance is linked to your unique Cunard World Club (CWC) membership number.

When booking online, please either log in to your account or input your CWC membership number where indicated and the FCC will automatically be applied to any new booking made before 31 December 2021.

If your FCC is not yet showing online at the time you wish to book your voyage, please contact your travel agent or our Customer Contact Centre and they will be able to make the booking on your behalf using any FCC you are due to receive.

For help during the online booking process, refer to our FCC guide.

Unfortunately, we cannot offer this at present.

Where the cost of the new holiday is more than the FCC, guests simply pay the difference between the value of the FCC and the deposit or balance payment (if within 90 days of voyage departure date).

Please note, deposits are calculated against the remaining balance after your FCC has been applied. An FCC cannot be used against the cost of this deposit. 

If you would like to use your FCC as payment across multiple Cunard voyages, please contact your travel agent or our Customer Contact Centre.

If booking online, your total FCC balance will be applied against the cost of the new voyage you are booking online. If your FCC balance is greater than the cost of your chosen voyage, your remaining FCC balance will be retained for use towards the payment of another voyage.

FCCs will be created for all guests on the booking.

Once an FCC has been applied to a new booking, in the event of a cancellation of a voyage by the guest, any refund will be provided in the form of FCC.

If you had booked one of these now cancelled cruises using an FCC from a previously cancelled cruise, you will receive the same value of that FCC back. If you had paid any extra monies for this cruise, we will turn that amount into a 125% FCC.

Any shore experiences, dining, gifts or drinks packages you purchased for your voyage via My Cunard or our Customer Contact Centre will be automatically refunded back to the payment card you used to make these purchases and there is no need to contact us.

We aim to process these refunds as quickly as possible and kindly ask that you refrain from calling or emailing our Customer Contact Centre at this time, unless your enquiry is urgent.

Please note: The pre-cruise purchase refund request form, for all voyages that were due to depart on or before 1 November 2020 on Queen Mary 2 and Queen Victoria and 23 November 2020 for Queen Elizabeth, closed on 30 November 2020.

If you did purchase any extra experiences for your voyage, we are automatically applying an On Board Credit (OBC) to 110% of the value you paid and there’s no need to contact us. This OBC may be used on board the next time you sail with us and any remaining balance will be refunded at the end of your voyage. You have until 30 November 2022 to use your OBC.

If you completed the form to request an on board purchase refund before 30 November 2020 and have not received your refund to date, please fill out the form on our contact us page.

We are aiming to process these refunds as quickly as possible and kindly ask that you refrain from calling or emailing our Customer Contact Centre at this time unless your enquiry is urgent.

Any OBC you are due to receive will be set up for you, and will then be applied automatically to any new booking you make. Please note:

• The OBC will be applied to the guest’s account who made the purchase (except for gifts, which will go on the lead guest’s account).
• OBC is valid until 30 November 2022, and can be used on an existing voyage booking.
• The OBC may be used on board the next time you sail with us and any remaining balance will be refunded at the end of your next voyage.

OBC can only be used on board.

Any purchases made via My Cunard or our Customer Contact Centre, on voyages due to depart after 1 November 2020 on Queen Mary 2 and Queen Victoria and 23 November for Queen Elizabeth, will be automatically refunded back to the payment card you used to make these purchases and there is no need to contact us.

Please note: The pre-cruise purchase refund request form, for all voyages that were due to depart on or before 1 November 2020 on Queen Mary 2 and Queen Victoria and 23 November 2020 for Queen Elizabeth, closed on 30 November 2020.

If you did purchase any extra experiences for your voyage, we are automatically applying an On Board Credit (OBC) to 110% of the value you paid and there’s no need to contact us. This OBC may be used the next time you sail with us and any remaining balance will be rolled over from one voyage to the next if not redeemed. You have until 30 November 2022 to use your OBC.

If you completed the form to request an on board purchase refund before 30 November 2020 and have not received your refund to date, please fill out the form on our contact us page.