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Dear Katie,
In early 2022, I experienced a serious health scare and decided that I needed something positive to look forward to while waiting for my operation. Given my love for travel, I impulsively used our savings to book a £27,000 cruise around the world for my wife and me in 2024 on the Queen Victoria by Cunard.
The intention behind this decision was to make up for all the missed opportunities during the pandemic. However, when my friends invited us to join them on a Christmas cruise in 2022, also on the Queen Victoria, the entire experience turned out to be a disaster from the start.
There were no health screenings upon embarkation, and although we were required to provide proof of Covid vaccinations, our certificates were not checked. Several people on board were visibly ill, and a virus quickly spread throughout the ship, causing both my wife and me to fall ill. Our doctor later diagnosed us with bronchitis.
A couple of days into the cruise, the Captain announced a change in the itinerary to allow the ship to undergo repairs in Cadiz for four days due to a broken propeller. We learned from fellow passengers who had been on the Queen Victoria in November that the propeller had been damaged then but left unrepaired. The port of Lisbon was canceled to accommodate the ship’s stay in Cadiz.
Furthermore, there were plumbing issues that resulted in leaks. The Commodore Club, a large bar area, had water seeping through the ceiling, leading to the closure of half the room. In addition to these problems, the cabin’s WiFi didn’t work, and the TV reception was poor.
It became clear to us that we could not endure three months on the Queen Victoria given the circumstances. Additionally, due to economic downturn, our savings had dwindled significantly, leaving us unable to cover the cost of the cruise. As retired NHS workers living on our pensions, we made the difficult decision to cancel.
Upon returning from the cruise in January 2023, we contacted ROL, the booking agency, to initiate the cancellation process. To our disappointment, Cunard informed us that while we could cancel without forfeiting our £1,500 deposit, we would have to either book a future cruise of equal value (£27,000) or a combination of cruises totaling that amount.
– Anon
Dear reader,
I’m sorry to hear about your health issues and the regrettable circumstances that led to your impulse purchase of a £27,000 cruise, which you no longer wish to take. Your decision to cancel appears to stem from two factors: your unsatisfactory experience on the Christmas cruise with your friends and your current financial difficulties.
Let me first address the concerns you raised about the 2022 Christmas cruise. It seems there were multiple problems that affected your enjoyment of the trip. It was unfortunate that you fell ill during the cruise. However, it’s important to recognize that these issues may not necessarily occur on separate trips. In fact, Tripadvisor reviews generally reflect positive experiences on the Cunard Queen Victoria, indicating that most passengers have a good time onboard.
Regarding the 2022 Christmas cruise, a Cunard spokesman stated: “To address the particular issues raised, Queen Victoria underwent a two-night dry dock in Cadiz in January to install a new blade on one of the propellers. While infrequent, dry docks during a cruise have occurred in the past, and although guests were unable to visit the scheduled port of Lisbon, they had extra time to explore the city of Cadiz.”
Secondly, you mentioned that you can no longer afford the cruise. However, when asked, you confirmed that you and your wife still receive guaranteed defined benefit NHS pensions. Therefore, I must inquire: What has changed since you booked the £27,000 cruise? You informed me that you made a significant investment in Vodafone shares, resulting in substantial losses.
I apologize if this sounds unsympathetic, but your stock market misfortune has no connection to Cunard, and therefore I cannot request them to waive their terms and conditions due to your financial limitations resulting from an unfortunate investment. If you genuinely cannot proceed with the world cruise or book alternative options, I’m afraid you will have to accept the £1,500 loss as a learning experience.
The Cunard spokesman added: “If guests wish to reschedule their holiday, they can take advantage of our fee-free flexible transfer policy if they have booked on a Cunard Fare holiday only.”
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