First time cruiser having booked passage on Westbound QM2 June 05 2004. Arranged through WLCL in Sydney (which is the front for Carnival, Cunard, Seabourne etc) in Oct 2003. So far have have been totally appalled with the unprofessional and generally poor service.
Without too much detail, so far Statements haven't been sent when payments made, Emails go unanswered "we don't respond to Email" up to 45 minutes on hold (no exaggeration) misspelled my name (despite it being written on the Booking Form), now I have been informed the Booking form is lost.
That upset I wrote to both the Asia Pacific Manager.....(who didn't bother to respond) and CEO of Carnival, who forwarded it back to the Customer relations section in Australia. All the problems were put down to a new computer system (how convenient!!) and the "unexpected response" to the QM2. (I would have thought that launching the largest passenger ship in the world, you would expect nothing less)
I just hope the QM2 lives up to all the hype.........because Cunard/Carnival has a lot of work to do to if they ever want my business again.
We had some of the same problems in booking here in the US. Yes, they should had more staff available in the booking and response divisions of the company and no doubt, the phrase, Can You Wait? takes on a whole new meaning. However, once your on the ship whatever hassle you have experienced is definately worth the wait. Don't despair as you only have a few months to go to experience something really great!
I have found that it can be impossible to get through to Cunard UK on the phone recently.
One of the most basic rules of customer service/sales is that every unanswered call is a lost sale so Cunard is only hurting themselves by this.
I personally try to avoid companies that do not answer their phones as it shows one of a number of things,amogst others:
a) They are incompetent (as lots of people are calling to complain)
b) They have planned things poorly (expect uncertain service)
c) They are cutting corners to maximise profits (expect bad service and poor quality generally)
d) They are in financial trouble
Each of these is a reason to avoid a company or you could be throwing your money away for nothing.
Thanks to the advice from a member of this forum, who kindly supplied contact details for a senior Cunard Customer Relations officer, I have since recieved a sincere apology and an offer of financial compensation in the form of an "on board credit".
All my documentation was expedited and arrived by express delivery. It appears some members of the Australian operation at WLCL have had some attitude adjustment.
So my faith has been restored................Now looking forward to my voyage on the QM2.