Your questions answered.
Please find below answers to key questions related to our temporarily suspended voyages.
We are working with government and industry bodies at the highest possible level, such as Public Health England and the US Centers for Disease Control and Prevention (CDC), to review every aspect of a vacation with us and establish a framework of policies and procedures. Our aspiration is to be adopting best practice in managing COVID-19 within the travel industry. The media has shown that many countries are starting to gradually ease restrictions. It does sound promising, but sadly it still looks like there will be quite some months of uncertainty ahead, particularly for travel. With many differing restrictions across countries, people’s ability to move freely and safely across borders remains seemingly someway off.
Newly paused voyages:
Q028, Q028A, Q029, Q029A, Q030, Q030A, Q030B, Q030C, Q030D, Q030E, Q031, Q031A, Q031B, Q031C, Q031D, Q032, Q032A, Q032B, Q032C, Q033, Q033A, Q033B, Q033C, Q033D, Q033E, Q033F, Q034, Q034A, Q034B
V023, V024, V025, V025A, V025B, V025C, V025D, V026, V027, V028, V029
Queen Mary 2:
M025, M025A, M026, M026A, M027, M028, M028A, M028B, M028C, M029, M029A, M029B, M030, M030A, M031, M031A, M032, M032A, M032B, M032C, M032D, M033, M033A, M033B, M033C, M034, M034A, M034B, M035, M035A, M035B, M036
All guests booked on cruises departing prior to November 1, 2020, on Queen Mary 2 or Queen Victoria, or November 23, 2020, on Queen Elizabeth will be contacted to inform them of our announcement, and we will automatically apply a 125% Future Cruise Credit (FCC) to their account.
If a guest has paid a deposit only at this time they will receive the FCC at 125% value of the deposit. If they’ve paid their balance, they’ll receive an FCC to the value of 125% of their cruise fare.
If unhappy with the FCC guests can apply for a cash refund via an online form, payments could take up to 60 days due to significantly high volumes.
The Future Cruise Credit may be redeemed against any sailing booked by December 31, 2021.
The Future Cruise Credit is non-refundable but may be used on multiple sailings.
Guests who canceled recently will still be entitled to the Future Cruise Credit offer that they took at point of cancelation. Please note however that the Future Cruise Credit is not refundable.
As cruises between March 16 and November 1, or November 23 for Queen Elizabeth, are now canceled 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. On Board Credit that was offered to guests continuing with their voyage after July 31 will remain available.
We will not be giving loyalty points for the canceled voyages, but you will get the loyalty points for the new voyage you book.
While we work through the cancelation process, we are aware automatic cancelation invoices may be produced that reflect incorrect cancelation fees.
This is not correct and you may disregard the confirmation. We apologize the confusion this may have caused and thank you for patience while this process is being rectified.
We will issue a refund to the credit card account that is used to purchase your cruise. 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.
Voyages still sailing.
If your booking has been made directly with Cunard please call our Customer Service department at (800) 728-6273 to discuss options available to you.
Alternatively, please contact your Travel Advisor.
Bookings that have been canceled between February 1, 2020, and March 5, 2020 for sailings before the end of July 2020, will be automatically given a Future Cruise Credit if they have NOT already received one.
The policy applies for ALL guests sharing a stateroom.
If you choose to cancel your cruise vacation, cancelation fees for any elements of your cruise vacation you have booked with us will be refunded back to you.
Future Cruise Credit.
The Future Cruise Credit can be redeemed against any booking made before sailing booked by December 31, 2021.
The Future Cruise Credit will automatically be applied to any new booking made before December 31, 2021.
We cannot offer this option at present, however, we are currently investigating how we may be able to introduce this in the future.
For all FCC’s that have been created due to changes in sailings, associated with COVID-19, guests are now able to have more flexibility with their FCC. If you already have an existing Cunard booking, you may wish to use your FCC for a second stateroom to bring friends or family with you. Alternatively, you can use your FCC to upgrade your stateroom or fare type.
Please contact Customer Service to assist with these options.
Your Future Cruise Credit may be redeemed for one or more new sailings booked before December 31, 2021.
Your FCC can be redeemed online using the Cunard.com online booking. Alternatively, contact either your travel agent or our Customer Service department.
To use your FCC to add an additional stateroom to an existing booking, or to upgrade an existing booking, contact either your Travel Advisor or our Customer Service department.
Please note FCC cannot be used to upgrade any flight connected to your booking.
If booking online, your total FCC balance will be used against the cost of the new voyage you are booking. If your FCC balance is greater than the cost of your chosen voyage, your remaining FCC balance will be retained for use towards another voyage.
If you would like to use your FCC across multiple Cunard voyages, please contact your Travel Advisor or the Customer Service department.
Future Cruise Credit will be split across all guests in the party.
Where the cost of the new vacation booking is more than the Future Cruise Credit amount, guests can simply pay the difference between the value of the Future Cruise Credit and the deposit or balance payment (if within final payment).
Once a Future Cruise Credit has been applied to a new booking, in the event of a cancelation of a cruise by the guest, the remaining refund will be given in Future Cruise Credit.
If a 125% Future Cruise Credit has been applied to a canceled voyage, and the Future Cruise Credit was applied to a subsequent voyage that has also been canceled, the same Future Cruise Credit will revert back to the original booking. You will not receive twice the Future Cruise Credit.
Pre-cruise purchase cancelations.
The On Board Credit will be set up within a few weeks and there is no need for any action from guests. The On Board Credit will be applied to the new booking when it is made.
• The On Board Credit will be applied to the guest’s account who made the purchase (except for Gifts which will go on the lead passenger’s account)
• On Board Credit is valid until November 30, 2022, can be used on an existing cruise booking
• Can be used across multiple sailings (expiration date of November 30, 2022)
•Loyalty discount value included in the On Board Credit – loyal guests still get their benefit
On Board Credit can only be used onboard.
Given the volume of refund requests and the care being dedicated to handling each booking accurately, we appreciate your continued patience during this time. Please note that we are unable to use our usual automated process. Each request, therefore, requires a thorough manual review that is further constrained by the fact that our teams are required to work from home under the “stay-at-home” orders. Please know that we are doing our best to expedite where possible.
On Board Credit is assigned to the person who made the pre-cruise purchase; it is not possible to split this.