Caroline Ross | January 7, 2022 | Cunard | Queen Mary 2
A transatlantic would be an amazing voyage, having cruised before on Princess we were looking forward to the ‘Cunard experience’. Well what can I say, I am not talking affects of Covid, but what has happened to customer service and offering an experience of a lifetime. I very much appreciate Covid has had an impact but service should remain the number 1 priority to ensure the customers experience.
The biggest let down for me was the Customer service desk team – if you ever want a team of people who can push a problem around and tell you to email Southampton (when you are mid Atlantic with no WIFI), then QM2 has that team on board. I am not going to list all of our complaints of the cruise however I will share my two biggest issues.
The quality of food on board – my assumption here is protecting the bottom line post Covid and it shows or maybe the experienced Chefs have not come back post covid?? Soup on the menu every night but they all tasted much the same just with difference names. Also, what’s happened to the experience of French Onion Soup, a tiny crouton on the side with some cheese melted and all served cold!?!? The scallops were served swimming in a very creamy mashed potato. We sent food back with feedback however what became obvious is that there was a big communication break down with the restaurant staff and the kitchen.
Second issue – lateral flow testing. I understand the need for this to happen and I had comms delivered to my stateroom saying this was a complementary service, then I find out I have been charged $25 per person to have this completed. I went to the customer service desk who said it wasn’t their problem, despite the fact they made the transaction on my account, and I had to email Southampton. There was a mistake made and why do the onboard team NOT want to take responsibility for it.
Cunard need to make drastic changes to their on board strategy and customer service experience as they are behind the times compared to the other cruise liner companies out there and they genuinely have no competitive edge.
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