Guest Relations
Cunard
Richmond House
Terminus Terrace
Southampton
SO14 3PN

May 18th 2006.

Dear Cunard

Queen Mary 2, Northern Odyssey, 11th May 2006

I have been cruising with Cunard for thirty-four years and am an extremely loyal customer. It is therefore horribly dispiriting to report that my recent cruise on board Queen Mary 2 is among the worst of my 120+ cruises. In terms of food, service, value for money and enjoyment it was a nightmare.

Things were not made any better by the fact that six days before embarking I had disembarked Celebrity’s Constellation after a transatlantic crossing that was seamlessly perfect in every respect. Whilst comparisons may be odious, they are also inevitable and I was staggered to find that Celebrity’s (cheaper) product exceeded Queen Mary 2 in every single respect.

From fresh flowers and cloth towels in the public washrooms to gourmet bites at night to genuinely attentive staff, Constellation was stellar where QM2 stank.

The first instance of the gulf between the two ships was embarkation. Stepping aboard Constellation, we were offered champagne or mimosas and relieved of our hand baggage by a white-gloved stewardess – one of a line – who took us to our stateroom. Boarding Queen Mary 2, a man gave us a leaflet and said “This’ll show you where your room is!” I was delighted the following day to learn that I wasn’t alone in my sentiments about this. Your charming Social Hostess met me at the travelling alone party and, when I said that embarkation had been an anti-climax she said (and I quote) “Oh, yes – I couldn’t agree with you more. I used to work for Celebrity and compared with them we’re rubbish!” It was an unusual but encouraging confirmation.

In the restaurant, despite requesting a table on the lower level, we were seated in the furthest reaches of the upper level, presumably the reason that all our food was tepid and dinner took at least an hour and three quarters to complete. Neither the steward, the assistant waiter nor the Section Waiter introduced themselves. The tables were set with just a knife and fork, and when I asked the Hotel Manager about this (more on him later) he said that it was due to Norovirus. In that case, presumably Grill Passengers are immune to it, as their tables were correctly and opulently laid for every meal. Open sitting breakfast featured stone-cold eggs Benedict and open seating lunch featured a 25-minute queue for a table.

Kings Court remains the worst designed casual restaurant afloat or ashore. Everyone referred to it as being worse than a motorway service station. The buffet layout is lunatic, there aren’t enough seats and the staff seems too harried to help anyone with a tray, or even offer coffee or juice (both features that come as standard aboard Celebrity). On one occasion, no fewer than eleven stewards passed our filthy table without removing as much as a teaspoon.

Afternoon tea was packed to the gunwales. Two stewards were trying to pour tea for five hundred people. When I suggested to the Head Waiter that it might be more sensible for them to put a pot of tea on each table, he snapped back that that was “impossible!” White Star Service, my foot. Another oddity – I have never sailed on a cruise where so many things – poached eggs, croissants, and summer pudding – “ran out”.

The Canyon Ranch remains an over-priced rip-off and their insistence that you must pay $29 if you want a shower and sauna after your workout is simply ludicrous – Carnival nickel-and-diming at its worst.

The shows are lacklustre and to have as star cabaret on the greatest ship afloat “Internationally renowned juggler Goronw…” says it all. Going back to comparisons, on Constellation we got Cirque du Soleil – on Queen Mary 2, we got Mysteriaque, two clapped out ex-Lido dancers.

Like everything else the bar staff on the ship were erratic. The boys and girls in both the Chart Room were delightful: but Barman Morales in the Commodore Club undid their good work. A thoroughly unpleasant man who shouldn’t be working in a service industry, he was rude and unprofessional. On one occasion, when he poured a guest a Fanta from an open can and the passenger said “Can I have a fresh can please?” Mr Morales sighed, “Yes,” then turned away and said so that it was audible to everyone at the bar “You prick!” The following night when I asked if he had to chew gum whilst working behind the bar, he replied, “It’s not gum, it’s candy – d’you want one?” If this is a return to the golden age of travel God help us. He should be fired, although as the Bar Manager is apparently invisible this might be difficult.

As a fervent believer that good leadership starts at the top, it is inevitably David Stephenson, the Hotel Manager who must take most responsibility for the lacklustre product delivered on board. Mr Stephenson was a bully when he ran Royal Princess in 1984. He has now graduated to the status of the John Prescott of the cruise industry – big, uncouth, and ill mannered. He really should learn that the first response to a passenger complaint letter is “I am so sorry you’re upset,” not “So what have you got to say about this then?” Nor should he greet criticisms by saying repeatedly “Well that’s subjective and I don’t agree!” However, I am sure it won’t be long before he retires which will be the best thing he has done for passengers for several decades.

Todd English was a rarity: a wonderful restaurant that delivered in terms of service and food. The friend who I was travelling with said on his comment card “This is what your hype and publicity had led me to expect the whole ship would be like. The wine steward, with whom I have sailed several times before – was leaving the ship. He told me “All these Princess people are very poor and standards are going down and down. Cunard is vanishing. I have had a gutful. I have been on the ship since she started but I’ll be glad to go”. How tragic.

All in all, I was bitterly disappointed with my holiday. I doubt very much whether I will sail on the ship again and I could never recommend it to anyone. The five friends who came with me will never sail Cunard again.

Odd that dear old QE2 is so much better in almost every respect. I want to know what you are going to do to compensate me for this holiday as I feel that it is not simply disappointing, but basically and materially misrepresented in your publicity materials, brochure and advertising.

I look forward to hearing from you,

Yours sincerely

Last August I had an excellent time on the QM2. The 'Britannia' food and service was great, as was most of the entertainment. It just shows you how inconsistent a cruise product can be over time.

I think Celebrity spoilt you!

[ 05-18-2006: Message edited by: Malcolm @ cruisepage ]

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Originally posted by mec1:
Got back from QM2 yesterday and just finished writing to Cunard...

May 18th 2006.

Dear Cunard

Queen Mary 2, Northern Odyssey, 11th May 2006

I have been cruising with Cunard for thirty-four years and am an extremely loyal customer. It is therefore horribly dispiriting to report that my recent cruise on board Queen Mary 2 is among the worst of my 120+ cruises...

I want to know what you are going to do to compensate me for this holiday as I feel that it is not simply disappointing, but basically and materially misrepresented in your publicity materials, brochure and advertising.

I look forward to hearing from you,

Yours sincerely

Mike Court

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Mec1, if you post this on liner's list they will thrash you. There Cunard can do no wrong and applaud waiters who would urinate in their food.

[ 05-19-2006: Message edited by: joe at travelpage ]

It drives home the point that readers, first-timers especially, should get a variety of opinions about a particular cruise or line before deciding which one is right for them.

We see this time and again in the Reader Reviews. I have some theories as to the reasons two people could have such divergent views of what essentially was the same experience, but would like to hear what others think. Any takers?

Perhaps I should rethink my desire to cruise on QM2, and just save the money for the Royal Clipper instead.

[ 05-18-2006: Message edited by: BigUFan ]

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I have some theories as to the reasons two people could have such divergent views of what essentially was the same experience,

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But I wonder if it was the same experience? Obviously it was the same cruise, but things can differ for different passengers. In the case of Cunard, which comes closest of all to retaining First Class, Second Class, etc, this can be especially the case.

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Originally posted by joe at travelpage:
I think this thread is an excellent example of how two people on the very same cruise can have a very different experience.

It drives home the point that readers, first-timers especially, should get a variety of opinions about a particular cruise or line before deciding which one is right for them.

We see this time and again in the Reader Reviews. I have some theories as to the reasons two people could have such divergent views of what essentially was the same experience, but would like to hear what others think. Any takers?

Joe at TravelPage.com

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For several years I was Quality Assurance Mgr. at Carnival, when I was based shoreside (late 1980s.) I oversaw the department which analyzed the comment cards and put together reports which went to the onboard department heads. I also followed up many complaints with phone calls to passengers the following week.

It was amazing how subjective things were like food and entertainment. I could interview people even sitting at the same dinner table, with varying responses as to how they liked food and service. Same thing for people sitting at the same evening show.

Sometimes our expectations are just too high. For a first-timer who has no idea what to really expect, they may imagine a cruise as being like 7th Heaven or something, the people who think they are going to eat caviar and lobster all day, every day.

Others have simply become jaded by going on so many cruises, so many ships, so many cruise lines that they lose perspective of the current cruise, and may be comparing it unfairly to a much higher-caliber product (and much more expensive.)

Sometimes the cruise product really does need improvement--reasons why it may be lacking in service or quality usually stem from the top on down; from the Captain, or the Hotel Director, or the Maitre D', Cruise Director, etc. If a blind eye is turned towards problem areas from the top, there is going to be much unhappiness from both crew and passengers. Sometimes when things change for the worse over time, it's the result of poor decision making in a cruise line headquarters, resulting in poor procedures or policies on board.

It's too bad that Mike had such a bad experience on his cruise--I know he's cruised a lot and has seen better, and knows what to expect. Even if others on the sailing had a great time, there often can be isolated incidents or problem areas which affect some people, but not everyone, and the cruise line needs to hear about these things. Believe me, they do listen and act accordingly, if there is just cause to do so.

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Originally posted by philcheese2001:
The shows, particularly "Rock at the Opera" and "Apassionata" were superb.

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I've seen these and they are two of the best ship 'production' shows that I've ever seen.

Mec1: I don't really know how to put this, but you didn't murder a staff member onboard did you?

[ 05-18-2006: Message edited by: Malcolm @ cruisepage ]

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Originally posted by joe at travelpage:
[...] I have some theories as to the reasons two people could have such divergent views of what essentially was the same experience, but would like to hear what others think. Any takers?

Joe at TravelPage.com

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Ernst wrote:
...so what does this tell us about the relevance of reviews?

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Take them all (good and bad) with a pinch of salt?

******

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Originally posted by Malcolm @ cruisepage:

I've seen these and they are two of the best ship 'production' shows that I've ever seen.

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I remember these shows being quite good, but I honestly can't remember a single detail about them. I guess they were not that memorable after all? I'm pretty sure I've seen better production shows on Carnival as they are very good.

For me, the best production shows are the ice skating shows on the Voyager class ships. They stand out as being truly unique and memorable.

Going back a bit further, NCL used to perform Broadway musicals onboard the NORWAY, and I remember "Hello Dolly" as being especially good. It must have been if I remember it from 25 years ago!

As far as the Norwalk virus, if there were an outbreak on board, I am sure that there are procedures that the staff must follow in order to contain it. I certainly would have no problem with two pieces of silver on the table if it would keep me from getting sick. BTW I was a victim on my first cruise on the Norway. Thought I was going to die. Believe me, you don't want it.

Back to QM2. I think the reason different people have different experiences is attitude. We were seated in the upper far reaches of Brittania. So what? We were on the QM2. It beats being in the office. We were at a table of 8. Everyone at the table was happy. We had a great time with our table mates and would linger at the table after dinner with them every night talking, drinking, having fun. It was a blast. All had a great attitude. We were on vacation and we going to have FUN! Our waiters were cute, curteous, and went out of their way to make us happy. Someone didn't like an entree or dessert? Send it back. It's the QM2 you can have whatever you want. My table mates and I did that on several occasions. No problem. The waiter quickly whisked the dish away and just as quickly the new dish appeared. Of course I always asked nicely and flashed the pearly whites. Remember the song "Please and Thank You"? Courtesy was always met with courtesy. It's all about attitude baby!

Cheers,

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Originally posted by eroller:
For me, the best production shows are the ice skating shows on the Voyager class ships.

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I agree. The RCI 'Production' (Dance) shows are normally very good too. However, I do rate the two QM2 shows.

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Originally posted by Pendragon:
Remember the song "Please and Thank You"? Courtesy was always met with courtesy. It's all about attitude baby!

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Pendragon, Great response...couldn't have said it better myself! I have been on over 200+ cruises, on many different lines, and if I were to have a "critical" attitude I could find countless things to grumble about and compare with past cruises, but I don't. Mec1 has consistently shown on Cruise Talk to be a very critical and sarcastic individual from the way he writes....so it's no wonder to me that he had a miserable experience on the QM2.

When I cruise with my wife...she has not cruised, or seen much of the world before we were married...I enjoy watching her as we are served in the dining room...even if the service is poor...everything is so new and fresh and exciting to her. I have to actually point out to her when the service is poor...because she doesn't recognize it. My point is that I could be very critical, but I don't let it bother me...I look for ways to enjoy my vacation to the fullest...not pick apart every little issue. The simple things like the soothing ocean air, the gentle movement of the ship at sea, a beautiful sunrise...walking the deck with my wife hand-in-hand, it all has to do with your perspective and your heart.

BUT one should get what one has paid for - it is not the mercy of e.g. Cunard which allows yo ut be on e.g. QM2 - you paid for a certain kind/category of product and there is no excuse for AVOIDABLE or inadquate shortcomings. If I get the nicer cruise on e.g. on the above mentioned Celebrity ships for less money there certainly is a reason to be unsatisfied.
Usually 'problems' can be sorted out by telling the concerned person (I do not want to use the word complaining) - as said one just must not allow this to spoil the expierience - but one might take measures to prevent it form happening the next time.

The argument that it is up to yo to make the best out of your holiday is certainly true - and some of my 'worse' cruises were great fun and still an enjoyable expierience - but this does not change the fact that e.g. Cunard did not deliver what they were paid for. Sic!

[ 05-19-2006: Message edited by: Ernst ]

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Originally posted by Ernst:
Usually 'problems' can be sorted out by telling the concerned person (I do not want to use the word complaining)...

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Can they? "You are a crap waiter and you are a crap Chef". Will that sort it, then?

Are you trying to tell Mec1 that he should have enjoyed it more?

[ 05-19-2006: Message edited by: Malcolm @ cruisepage ]