Your questions answered.
Please find below answers to key questions relating to any voyages that have been cancelled by Cunard.
For frequently asked questions relating to our ships, life on board and more, visit our main FAQ page.
Cancelled voyages.
All Future Cruise Credits (FCCs) issued as part of our pause in operations have already been applied to guest accounts. FCCs issued as a result of any further cancellations by Cunard will be applied to guest accounts in the weeks following the announcement.
Please see our helpful guide for how to use your FCC.
We very much hope that you will accept the 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.
We will process all refund requests as quickly as possible.
We will not be giving loyalty points for the cancelled voyages, but you will receive the loyalty points for the new voyage you book and sail on.
We apologise that, in some cases, our automated system 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.
Scheduled voyages.
You can take advantage of our free flexible transfer policy up to the balance due date for 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 administration charge.
This policy modifies the transfer policy in our Booking Conditions. This policy may be changed or withdrawn at any time without notice.
For all sailings on or after 1 May 2022, 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:
The Cunard Fare and Early Saver: |
|
Period before departure within which written notice of cancellation is received by Cunard. |
Cancellation charges (percentage of fare). |
From the date of booking until 91 days before departure. |
Deposit. |
90 - 57 days |
50% |
56 - 42 days |
60% |
41 - 16 days |
75% |
15 - 6 days |
90% |
Less than 6 days before departure or failure to embark. |
100% |
For fly-cruises, departure day is the date of the flight departure. |
|
Saver: |
|
Period before departure within which written notice of cancellation is received by Cunard. |
Cancellation charges (percentage of fare). |
From the date of booking until departure, including failure to embark. |
100% |
Future Cruise Credit (FCC).
If you cannot find your question on Future Cruise Credit (FCC) below, try the FAQs on our helpful FCC guide.
There’s no need to contact us; your FCC has been automatically applied to each individual named on the booking.
If your Cunard booking was cancelled by us, there’s no need to contact us; your FCC will automatically be applied to each individual named on the booking in the coming weeks.
If you cancelled your booking, then the Cunard refund policy applies.
Log in to ‘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 at that time. You may also use your FCC to upgrade your Cunard fare type or stateroom on an existing booking.
For new bookings, you can redeem your FCC online at Cunard.com: full details can be found in our guide. You can also call our contact centre or your travel agent.
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.
You can also use your FCC to pay for other guests on your booking or to pay for any flights or hotels that have been booked with Cunard.
ATOL.
At the time of booking, you would have been sent a Cunard-issued ATOL certificate along with your booking confirmation. These FCCs can be redeemed at any time before 30 September 2022.
ABTA.
Any FCC issued on or prior to 30 June 2021 is protected by ABTA to the value of 100% of the monies paid on your booking. These FCCs can be redeemed at any time before 30 September 2022.
If your FCC was issued on or after 1 July 2021 then is it not protected by ABTA until it is used to make a new booking. The new booking will then be protected to the value of 100% of the original monies paid.
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.
For help during the online booking process, refer to our FCC guide.
Where the cost of the new holiday is more than the FCC value, guests simply pay the difference.
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.
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 an FCC less any cancellation charges that have been incurred.
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 the value of your FCC payment was less than the value you had paid, any additional monies paid will be returned as an FCC.
Whilst FCCs issued prior to July 2021 by ABTA, and January 2022 by ATOL, are protected under ABTA or ATOL’s scheme of financial protection, both organisations will have withdrawn protection for FCCs across the travel industry by 30 September 2022 (if they remain unused and not applied to a booking). When a FCC is used on a new booking, the monies will then be protected to the value of 100% of the original monies paid.
FCCs that have been accepted by guests following a cruise cancelled by us due to Covid can be redeemed at any time. FCCs offered because of denied boarding, isolation on board or cancellations due to other operational reasons, are offered as a gesture of goodwill and are valid for two years.
Please refer to your FCC issue correspondence for clarification.
Pre-cruise purchase cancellations.
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 are processing refunds as quickly as possible.