Why is Queen Elizabeth’s Alaska and Asia season cancelled?

Given the current restrictions in place and new guidelines from the US Centers for Disease Control and Prevention (CDC) and Public Health England, Queen Elizabeth’s planned season in Alaska and Asia is cancelled. We are working on plans for her future deployment and will update guests as soon as possible.

What about guests who cancelled affected voyages before the suspension?

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

I asked for a refund online earlier. When will I get it?

If you have already completed a refund form with a valid request then there is no further action you need to take. 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.

Why are the refunds taking so long?

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.

What happens to the on board spending money that I was offered for continuing with my cruise?

As voyages between 16 March and 1 November (23 November for Queen Elizabeth) are now cancelled, you will not receive the previously offered on board credit. You will however receive a future cruise credit to the value of 125% of your booking.

Will I receive my loyalty points for this voyage?

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

I received a cancellation invoice showing incorrect amounts – what should I do?

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.

I booked with a travel agent and now my voyage has been cancelled due to Covid-19. How will I receive my refund?

We will be issuing all refunds directly to our guests. If your payment was made to us directly by credit or debit card than we will refund that, otherwise we will issue cheques. When completing the refund request form online you will be asked to advise us how much you had already paid for your voyage. We will then reconcile this against our records and, if required, further checks will be made.

I booked a kennel – what happens with that?

Guests will receive an On Board Credit to the value of 110%, similar to gifts. If a guest wishes to apply for a refund they should do so using the online form .

What if I want to transfer my booking and I am travelling after the new pause dates?

If you are sailing after 1 November 2020 on Queen Mary 2 or Queen Victoria, or after 23 November 2020 on Queen Elizabeth then 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.

What if I want to cancel my booking and I am travelling after the new pause dates?

If you're booked on Cunard sailing after 1 November 2020 on Queen Mary 2 or Queen Victoria, or after 23 November 2020 on Queen Elizabeth and you wish to cancel your holiday, 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% 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.

How long is Future Cruise Credit valid for?

The FCC can be redeemed against any booking made before 31 December 2021, on any sailing on sale at the time you make your booking.

Can I now use my FCC for a holiday after March 2022?

Yes, we are pleased to say that you may now use your FCC to make a new booking on any voyage on sale. You will have until 31 December 2021 to redeem your FCC in full.

When will the holidays after March 2022 go on sale?

We do not yet know when the rest of our 2022 and 2023 holidays will go on sale.

When will I get my FCC?

There’s no need to contact us; your 125% Future Cruise Credit 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.

Are FCCs protected by ABTA?

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.

Can I use my FCC to book land tours and hotels?

We cannot offer this option at present, however, we are currently investigating how we may be able to introduce this in the future.

What happens if the cruise I want to use my FCC on is of greater value than the FCC?

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.

Can I use my FCC on an existing booking?

Yes. You can use your FCC to upgrade your Cunard fare type, your own stateroom grade, or to add a second stateroom to your existing booking to bring friends or family with you on your voyage. Further details can be found in our FCC terms and conditions .

Which guests on the booking will receive FCC?

FCC will be split across all guests in the party: this makes it easier for you when it comes to rebooking your next Cunard holiday.

What if I decide to cancel a cruise that I've used my FCC to book?

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

What happens to my FCC if I pass away?

We can transfer your FCC to someone else upon written request or we exchange for cash and the money goes to the estate.

When will the On Board Credit (OBC) be set-up for anything booked on My Cunard?

The OBC will be set-up within 60 days and there is no need for any action from Travel Agents or guests. The OBC will automatically be applied to a new booking when it is made. 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. OBC can be used across multiple sailings (expiry date of 30 November 2022). OBC can only be used on board.

I would like to split the OBC with my guest, is that possible?

OBC is assigned to the person who made the pre-cruise purchase; it is not possible to split this.

I don’t want an OBC for anything booked on My Cunard, I want my money back.

Please complete this web form to request a 100% refund. Please note this will take approximately 60 days to process.

Frequently asked questions

It’s evident that given current Government guidance and global travel restrictions our revised date of 31 July 2020 to resume sailing is not feasible. We have always maintained that we will not return our fleet to sea until it is safe for our guests and crew, and we are able to offer our guests the holiday they expect from us. 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, on any voyage that’s on sale at the time of booking. We don’t yet know when our 2022 and 2023 voyages will go on sale but this will give you additional flexibility and choice for your future holiday with us.

We are working on creating a large volume of FCCs and anticipate that this will take some time. Please bear with us while we process these.

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.

If you’ve already made a future booking, you may wish to use your FCC for a second stateroom to bring friends or family with you.

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 take the 125% FCC and enjoy a holiday on board with us. However, if this does not meet your needs and you would like to forfeit the 125% FCC, we are happy to give you the amount of monies paid on your booking. We ask that you use the online form if you are requesting a refund whether you booked your voyage through us or a travel agent.

If your booking has been made directly with Cunard and is departing after 1 November on Queen Victoria or Queen Mary 2 or after 23 November on Queen Elizabeth, you may transfer your booking by calling our Customer Contact Centre on 0345 355 0300. If you booked with a travel agent please contact them.

If you wish to cancel your booking please call your travel agent, or our Customer Contact Centre on 0345 355 0300 if you booked directly with us, to discuss the options available to you.

If you are sailing after 1 November 2020 on Queen Mary 2 or Queen Victoria, or after 23 November 2020 on Queen Elizabeth then 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.

If you're booked on Cunard sailing after 1 November 2020 on Queen Mary 2 or Queen Victoria, or after 23 November 2020 on Queen Elizabeth and you wish to cancel your holiday, 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%

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.

If you booked an on board or shore experience and you wish to cancel or transfer your voyage, any pre-cruise purchases made you will be automatically cancelled and refunded, in accordance with our standard booking conditions.

If you have any out of pocket expenses 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 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 for a second stateroom to bring friends or family with you or to upgrade your Cunard fare type or stateroom on an existing booking.

Your FCC must be redeemed before 31 December 2021.

You can redeem your FCC online using the Cunard.com online booking: full details can be found in our guide. Alternatively, contact either your travel agent or our Customer Contact Centre.

To use your FCC to add an additional stateroom to an existing booking, or to upgrade an existing booking, contact either your travel agent or our Customer Contact Centre.

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

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 where indicated and the FCC will automatically be applied to any new booking made before 31 December 2021. You can use FCC on any cruise on sale at the time of booking.

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

Alternatively, contact your travel agent or our Customer Contact Centre.

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

If booking online, your total FCC balance will be used 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.

The OBC will be set-up within 60 days and there is no need for any action from Travel Agents or guests. The OBC will automatically be applied to a new booking when it is made.

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.
OBC can be used across multiple sailings (expiry date of 30 November 2022).

OBC can only be used on board.

Your questions answered.

Cancelled voyages.

Voyages still sailing.

Future Cruise Credit (FCC).

Pre-cruise purchase cancellations.

More on Cunard's response to COVID-19.