Cunard Cruises FAQs

What time does the ship leave port?

The ship will depart Southampton for sailing in the late afternoon (approximately 4-5pm). Specific departure times will be confirmed once you are on board.

Guests should ensure they check in as per the time provided on their e-ticket to ensure they are on board to attend a safety drill which is carried out prior to departure.

There are recommended check-in times stated on your ticket, which not only help to avoid congestion at the terminal but also ensures that everyone has time to check-in, embark and locate their stateroom prior to departure. The time that check in closes is also stated on the tickets and travel summary documents, which are available from Voyage Personalizer approximately five to six weeks prior to departure.

Are there viewing areas at the Southampton cruise terminals?

There are some excellent vantage points around Southampton which are recommended for witnessing our ships coming into or leaving the port.

These include: Weston Shore, Hythe Marina (the Itchen bridge) and Calshot Castle (at the mouth of Southampton Water) – For departures from all terminals.

Mayflower Park or Town Quay – For departures from Mayflower and City Cruise Terminals.

Dock Head or Weston Beach – For departures from Queen Elizabeth II terminal.

The best areas to catch sightings of the ships from the Isle of Wight are Cowes seafront and Ryde Esplanade.

Please see the map below showing most of these locations and the cruise terminals that the ships will depart from. 

What will happen if I am arriving by coach and it arrives later than my check in time?

The check in time that you are given is a guideline only. When you arrive at the port by coach you will be allowed to check in whatever your original check in time was.

Should the coach be delayed it will be in contact with the ship to ensure embarkation will be allowed.

What happens to my luggage at the cruise terminal when embarking at Southampton?

After you have taken your luggage from your car (or alternative transport), porters will assist you in placing your luggage onto conveyor belts which will take your luggage into the terminal before being loaded on to the ship. Suit carriers should be taken as hand luggage as we are unable to accept them through the luggage pods.

All your luggage (except hand luggage) will be delivered to your stateroom and placed outside your stateroom door as soon as possible. Please ensure you have attached your Cunard luggage label to each item. Personalized luggage labels are also recommended but not essential.

Your passport and any valuables or medication should be kept in your possession.

What are the cruise terminals in Southampton?

Terminal addresses are:

Ocean Cruise Terminal (approximately 1 mile from railway and coach stations, 5 miles from Southampton airport)

Berth 46/7
Cunard Way
Dock Gate 4, Eastern Docks
Southampton
Hampshire
SO14 3QN

Mayflower Cruise Terminal(approximately half mile from railway and coach stations, 5 miles from Southampton airport).

Berth 106
Herbert Walker Avenue,
Dock Gate 10, Western Docks
Southampton
Hampshire
SO15 1HJ

City Cruise Terminal(approximately half a mile from railway and coach stations, 5 miles from Southampton airport)

Solent Road
Dock gate 8 / 10, Western Docks
Southampton
Hampshire
SO15 1BS

Queen Elizabeth II Terminal(accessed via Dock Gate 4. Approximately 1 mile from railway and coach stations, 5 miles from Southampton airport)

Test Road
Berth 38/39
Dock Gate 4, Eastern Docks
Southampton
Hampshire
SO14 3GG

What is the latest time I can check in at the terminal in Southampton?

Your check-in time is stated on your ticket and you should aim to check in as close as possible to that time.

We stagger check in for all guests to ease congestion at the terminal and surrounding roads. However unavoidable circumstances sometimes happen and you may find that you are at the terminal earlier or later than your stated check in time.

While arriving early is not an issue as there is seating and refreshment areas at the terminals (however, please be aware that check in and luggage processing will not start until 11am), arriving later than planned may be a problem, depending on how late you are.

All guests must be on board at least an hour before the cruise departs.

What is the posting schedule for pre-voyage Documentation being sent to guests residing outside the U.K.?

The Pre Voyage Booklet is sent to our International Cunard guests via Royal Mail International and usually lands with the guest 4-6 weeks prior to departure.

How do I add my middle name online?

You can add your middle name when you enter your name, address and contact details while making your booking online.

If you have already made your booking and have booked through a Travel Agent, please contact your agent to make this change. If you have booked with us direct, please contact Cunard to advise of the correct details please visit our website for contact details.

How do I enter passport details against my booking if my passport does not have 6 months validity on it and I am getting an error?

If you do not have more than six months validity on your passport from the date that you return from your voyage then you will be required to renew your passport.

If my cruise departs from one cruise terminal in Southampton and returns into another, what happens with any cars that have been parked through Cruise and Passenger Services?

If this is the case, all of the cars are moved to the returning terminal so that they are ready for you to collect with no transfers involved. An effortless experience.

How many blank pages do I need in my passport for a World Cruise?

To allow for entry/exit stamps and visa stamps, we would recommend that you have at least 10 blank pages in your passport if you are booked for the whole World Voyage.

It is also a good idea to bring along some photocopies of the photograph/personal details page of your passport, as these are necessary for some ports of call.

What do the letters mean when referring to a grade of accommodation?

Different stateroom types are given codes to distinguish them from each other. The first letter of the grade refers to the stateroom type, the second to signify their location on the ship.

The codes for the stateroom types are as follows:

Queen Grill – Q

Princess Grill – P

Club Balcony – A

Balcony – B

Obstructed Balcony – C or D

Oceanview – E

Obstructed Oceanview – F

Deluxe Inside – G

Atrium View Inside – H

Inside – I

Single Inside – K or L

This should then be combined with the location code, deck height and ship location:

A, Mid, Midships

B, Mid, Mid-aft or Mid-forward

B, Upper or Lower, Midships

C, Upper or Lower, Mid-aft or Mid-forward

D, Mid, Aft

E, Upper or Lower, Aft

E, Mid, Forward

F, Upper or Lower, Forward

Neither of the letters in any code will relate to a specific deck. There are some exceptions to the above rules, and staterooms with a metal fronted balcony are coded as BU, BV, BY or BZ. Queens Grill and Princess Grill suites also sit outside this coding and a graded as Q1 to Q7 (Queens Grill) or P1 or P2 (Princess Grill).

Why has my shore excursion been cancelled and what happens next?

From time to time it may be necessary for us to cancel a shore excursion due to operational reasons or if the port has been removed from the itinerary.

While this is regrettable, it is unfortunately unavoidable. If you have pre-booked and paid for an excursion that has been canceled, we will automatically refund the full amount to the card on which you made the purchase within five working days.

Please note once your refund has been completed your card company may hold the refund for a period of time, please speak to your card company first should your refund take longer than seven working days.

If you have booked a shore excursion on board, which would be charged to your onboard account, we will amend your onboard account to reflect the cancellation and no charges will be applied.

If we are able to operate a different excursion you will be advised.

If you have any queries regarding a canceled shore excursion please contact our Customer Contact Center please visit our website for contact details.

Will I receive visa information through the post?

Details of visa requirements will be communicated to you via your Voyage Personalizer approximately 3 months prior to travel and also via your pre voyage information booklet.

Guests without U.K. passports will need to check with their national embassy regarding visa requirements for the ports you are visiting.

Will I need to apply for an Eta Approval and will I need to take a printed copy with me on holiday?

We no longer process the Australian Electronic Travel Authority (ETA). The Australian government is requesting additional personal information that we have no way of collecting and storing at this time. Guests will need to obtain the ETA independently by going to https://www.eta.immi.gov.au/ETA/etas.jsp.

How do I apply for an eTA?

 We no longer process the Australian Electronic Travel Authority (ETA). The Australian government is requesting additional personal information that we have no way of collecting and storing at this time. Guests will need to obtain the ETA independently by going to https://www.eta.immi.gov.au/ETA/etas.jsp

What address should I enter for my ESTA application if I am on board a cruise ship?

For Canadian or Non-US. Citizens and If you are traveling to the US on board one of our ships and you are not staying ashore, you are classed as ‘in transit’ and can select this during the application process.

Alternatively you can select ‘Unknown’ and put the name of the ship as the ‘Contact’. If you are staying in a hotel in the US either pre or post cruise – you should enter the hotel details.

Do I need travel insurance on a round Britain Cruise?

US and Canadian Residents are not required to purchase Cunard Care/Insurance.

Will I need to apply for an ESTA every time I travel?

Not applicable to US guests.

Why do I need a passport / visa?

A passport is required for all of our voyage itineraries. This is a requirement of the countries that you will visit on your holiday. You will not be able to embark the ship without a passport.

Some countries will also require you to hold a visa to enter their country. Some countries will require you to obtain a visa in advance of your cruise and others may issue a visa upon arrival.

Traveling to the United States of America

The requirements changed on April 1, 2016, therefore you cannot enter the U.S. without an electronic passport. If your passport was issued after October 2006, it should have an electronic chip. Even if your ESTA was previously valid, it will now be invalid from the April 1 following this change if you do not hold an electronic passport.

Will I need to apply for an ESTA Approval and will I need to take a printed copy with me on holiday?

N/A to US or Canadian guests

Will I need to apply for an eTA every time I travel?

For US and Canadian Citizens an eTA is valid for a stay of up to 3 months valid for 1 year after issue. 

How do I apply for an ESTA?

N/A to US and Canadian Citizens. Non US and Non Canadian Citizens can apply for an ESTA by visiting http://www.esta.us/

What do I do if my title is incorrect on my boarding pass?

A title is not considered a name change on CRUISE ONLY bookings, and can be easily corrected. However, if Cunard Complete Air has been purchased, the following guidelines must be taken: Cunard’s Air Department must be contacted and advised of the Title Change.

IMPORTANT NOTE:

Please note that within 7 days of the voyage, we are unable to process name changes/corrections for guests with Cunard Air. The caller should be advised to deal directly with the airlines. Enroute Assistance: 1-800-576-1172 (valid in U.S. & Canada only) Callers outside of the United States and Canada may call 001-661-284-4409. 

Can I book a transfer to and from a U.K. port?

Due to U.S. and local customs restrictions, guests may not leave the ship until all luggage is off-loaded. Customs and Immigration inspectors will review the customs declaration form upon which guests have listed all the dutiable articles bought in foreign ports or in the ship’s boutique. To avoid having to pay customs tax on previously-owned property upon re-entry, U.S. residents should have a receipt for, or should register with customs prior to departure, their foreign-made cameras, expensive jewelry, video cameras, radios, and other electronic equipment. Customs will issue a certificate of ownership, so you can avoid duty and taxes upon your return. For details, guests may contact U.S. Customs and Border Protection at www.cbp.gov to request a copy of  “Know Before You Go”. Canadian residents can write to the Customs Office, 333 Dunsmuir Street, Vancouver, B.C. V6B 5R4 for a copy of “I Declare” or can contact their local customs office. U.S. residents returning to the U.S. are allowed a duty-free exemption of $800 per person, which includes the cost of 1 liter of alcoholic beverages (purchased onboard or ashore) for each guest 21 years of age or older. On Cruises calling at ports of the U.S. Virgin Islands, Puerto Rico, or American Samoa, U.S. residents are allowed an additional exemption of $1,200 USD when returning to the United States, including four liters of alcoholic beverages provided you have the proof of purchase from the designated ports. Of your $1,200 USD exemption, no more than $600 USD worth of articles may have been purchased in the islands. Articles acquired in these islands need not accompany you but may be sent to the United States and claimed under your duty-free personal exemption if properly declared. Please note that family members, who live in the same home and return together in the United States, may combine their standard personal exemptions. Children are allowed the same as adults, with the exception of alcohol and cigarettes. Please note that these are current exemptions and are subject to change. Canadian citizens Canadian residents when out of Canada for 48 hours or more, may bring back up to $800 CAD duty-free. It is recommended that guests keep their sales receipts handy for declaring their purchases. Many countries will prohibit you from taking food items ashore in port.

What is the telephone number for Cruise Connect coach company?

The telephone number for Cruise Connect is 0843 374 2246 from 8:30 am to 6:00 pm, Monday to Friday and 9:00 am to 4:00 pm on Saturdays.

Their website address is www.intercruises.com/cruiseconnect

Can I leave my luggage on board if I am travelling on a part of a world voyage?

Due to security reasons it is not possible to leave your luggage on board unless pre-arrangements have been made on board with the Purser’s Desk. Do not contact White Star Luggage to make arrangements for storage. Luggage must clear Customs and Excise, so forms will need to be filled out onboard the ship.

Where do Coach transfers pick up from?

In addition to the motorcoach group transfer Cunard also offers a private car transfer as well as a private minivan transfer. Please see below for details:

Private Car – Generally a sedan. Can hold 2 persons and 2 pieces of luggage

Minivan – Can hold up to 4 people and 4 pieces of luggage.

When selecting the private transfer please make sure to advise the guest of the number of pieces of luggage. Also please select the correct transfer for their pick up or destination point.

Guests booking their own flights must inform Cunard with their flight details at least 35 days prior to departure in order for Cunard to make appropriate transfer arrangements. Guests should also ensure that Cunard is informed of any flight schedule changes so that the transfer is provided at the correct time. If Cunard does not have these details, transfers cannot be guaranteed. No refund or compensation will be issued in these cases.

If I am sailing on consecutive cruises do I need to disembark the ship for immigration reasons?

All ports are different and some ports require a face to face Immigration Inspection. These will either be conducted on-board the ship or ashore, details of this will be provided once you are on board and are subject to operational requirements.

When transferring between two ships on the same day, there will be a transfer for both guests and their luggage. The transshipping guests must be disembarking/embarking on the same date. The transfers will be organized by the ships and you will be notified on board if this transfer is possible and all further details regarding this.

U.S. Ports

All guests must disembark regardless of nationality and whether they are in-transit or not to pass through the Immigration and Customs Inspection with CBP (Customs and Border Protection). CBP relates to U.S. cruises only.

The zero count requiring everyone to disembark is a CBP requirement.

Do you offer priority check in?

Cunard Grills guests and Cunard Platinum / Diamond World Club members will receive priority check-in and embarkation in New York and Southampton.

Priority embarkation is available to our Platinum and Diamond World Club members for voyages departing from New York or Southampton where operationally possible.

Priority disembarkation is also available to those in Queens Grill and Princess Grill suites.

Can tickets be issued early for back to back cruises?

Your Cruise E-Tickets only become available once your cabin number has been allocated. Once your cabin numbers have been allocated on both of your booking references you will be able to log on to the Voyage Personaliser and print your E-Tickets. In the Pre Voyage Document packet the guest will receive four luggage tags per booking, shore excursion guide, instructions on how E-Tickets can be retrieved, as well as new voyage details, visa, vaccine and other important information. This mailing will be sent from Southampton, England approximately 70 days prior to voyage departure.

Preliminary and Final Documents may be issued or reissued via the standard methods described above until 22 days before sailing.

Within 21 days of sailing, documents will only be issued or reissued at the specific request of the TA/Direct Guest. If this is the case, manual documents will be created and sent by the Cunard Documentation department.

Correct names of all guests

There is an assigned stateroom

Complete mailing address to send documents to

Collection of full payment on booking

Complete ALL 3 pages of immigration information for all guests in the booking

Is there a route sector change on the booking? If so, NO DOCUMENTS WILL BE ISSUED. Guests will appear on the ships manifest.

If the booking was created within 21 days of sailing, advise the guest that the booking is categorized as a “no document booking” and only manual documents can be requested. 

Advise the caller their request will be processed within 48 hours (Monday Thru Friday) and generic documents will be sent from Cunard. The guests sail date will determine the method of mailing.

Fill out Survey. Only call the documentation department within 7 days of sailing (x13037) to request manual documents

Will I receive new luggage labels if I upgrade?

A new cruise booklet will not be issued; however, you will be able to print new labels from the Voyage Personaliser after 24 hours. All etickets and luggage labels will need to be printed prior to day of sailing as the Voyage Personaliser will be shut off within this period.

Luggage must display another form of identification in case of any damaged or missing labels. Any luggage not labelled will not be placed on the conveyor belt.

What is the embarkation and disembarkation port address?

Your embarkation and disembarkation port address can be found on your E-ticket.

Addresses for your ports of call will be provided on board.

Do you offer complimentary car parking or coach transfers?

Cunard US does not offer complimentary parking at hotels, airports or cruise terminals. Please contact the parking attendant directly. Transfers are available from the airport to the port and vice versa. If you have any questions please contact Cunard at 1-800-728-6273

What kind of luggage labels do you send in the post?

Pre-printed luggage labels will be included in your pre-voyage mailing booklet which will be sent to U.K guests approximately 4 weeks prior to departure as long you have not opted to create your own e-brochure.

If you have elected to create your personalized e-brochure these can be downloaded from the Travel Documents section on Voyage Personalizer approximately 40 days prior to sailing.

Luggage labels will only be available once your cabin number has been allocated. Once your cabin has been allocated an email will be sent to all guests on the booking with an email address to advise luggage labels are available to print.

Please note: All luggage must display another form of identification encase of any damage or missing labels. Any luggage not labeled will not be placed on the conveyor belt.

I booked direct with you on board, can I assign this booking to the travel agent wo made my previous booking?

If you wish to assign the booking to the agent who you booked your previous cruise with (i.e. the agent who made the booking that you booked another cruise on board), you may do so within seven days of returning. You cannot, however, assign the booking to a different agent.

I haven’t made my booking directly, how do I pay my balance?

If your booking has been made through one of our travel agent partners please contact them to settle the outstanding balance of your holiday.

My payment keeps being rejected. What do I do?

Payment error has occurred

Whilst trying to make your payment an error has occurred. Please try again. If you continue to experience problems completing your payment please contact us at 800-528-6273 (Travel Agents) or 1-800-728-6273 (Direct Guests) where someone can assist you. 

Cruise has sailed

It appears the sail date for your booking has passed. 

 

Booking has been cancelled

This booking has been cancelled and Cunard does not display cancelled bookings. Please contact the cruise line directly for assistance with this booking. 

 

Incorrect booking reference

We cannot find a booking with the booking reference you have supplied. Please try again. If you continue to experience problems with your booking reference please contact us at 800-528-6273 (Travel Agents) or 1-800-728-6273 (Direct Guests) where someone can assist you. 

 

Problem processing card details

We are unable to process the card details you have entered. Please edit your card details and try again. If you continue to experience problems completing your payment please contact us 800-528-6273 (Travel Agents) or 1-800-728-6273 (Direct Guests) where someone can assist you. 

 

Unable to process payment

We are unable to process your payment at this time. Please verify your card number, your address and that you have sufficient funds available to make your payment and try again. If you continue to experience problems completing your payment please contact 800-528-6273 (Travel Agents) or 1-800-728-6273 (Direct Guests) where someone can assist you. 

 

Unable to retrieve booking

 

We are unable to retrieve your booking for you. Please check the details you have entered and try again. If you continue to experience problems accessing your booking please contact us 800-528-6273 (Travel Agents) or 1-800-728-6273 (Direct Guests) where someone can assist you. 

 

System is unavailable

System is temporarily not available, please try again later, or contact us at 800-528-6273 (Travel Agents) or 1-800-728-6273 (Direct Guests) where someone can assist you. 

Balance has been paid

We are pleased to confirm that the balance for your holiday has been paid in full. 

How do I arrange car hire?

In addition to the motorcoach group transfer Cunard also offers a private car transfer as well as a private minivan transfer. Please see below for details:

Private Car – Generally a sedan. Can hold 2 persons and 2 pieces of luggage

Minivan – Can hold up to 4 people and 4 pieces of luggage.

Guests booking their own flights must inform Cunard with their flight details at least 35 days prior to departure in order for Cunard to make appropriate transfer arrangements. Guests should also ensure that Cunard is informed of any flight schedule changes so that the transfer is provided at the correct time. If Cunard does not have these details, transfers cannot be guaranteed. No refund or compensation will be issued in these cases.

Can I change my address online?

Yes, please visit your Voyage Personalizer where you will be able to update your address by going to your “personal details”

Or you can contact our Customer Contact Center at 0344 338 86480

Can I make a name change on an existing booking?

There is no such thing as a “name change” to replace one guest with a different person on the booking.

Why was I not told the itinerary had changed?

 If you have booked directly through Cunard, please double check all of your email accounts as you may have been sent an Emergency or Booking Notification detailing the change. Otherwise the information will be sent to you in the post. If you have any questions please contact our Customer Contact Center at (800) 728-6273.

Can I make a partial payment online?

No, partial payments cannot be made online. If you make a booking online, you can make your initial deposit and final payment. Otherwise, you must contact the Customer Service Dept for payments between the hours of 5:00 am – 6:00 pm Monday through Friday

6:00 am – 3:15 pm Saturday and Sunday at Phone Numbers: 800-528-6273 (Travel Agents) or 1-800-728-6273 (Direct Guests) 

Do cruise fares apply to children of all ages?

Children who will be under 2 years old at disembarkation, traveling in a 3rd or 4th berth will not pay a fare to sail, however they will still be assessed the Taxes, Fees and Port Expenses. Any child regardless of age sailing in a first or second berth will pay full fare.

I have made a booking already, but you have launched a new promotion what are my options?

It may be possible to change your booking to take advantage of the latest promotion. Please be aware depending on the fare you have booked it may not be possible on your new booking to secure the same benefits and terms and conditions as on your previous booking.

If you are happy with the alternative promotion you can either:

Cancel & rebook the same cruise under the standard terms and conditions

or

Transfer your booking to a new cruise under the standard terms and conditions

By calling our Customer Contact Centre on (800) 728-6273 or your travel agent.

How can I make a booking?

The guest has three options they can book online at Cunard.com; call Cunard Customer service at 1 800 728 6273 (Toll Free) or contact their travel agent. 

Can I change my dining option?

It is possible to amend your dining option from 1st sitting to 2nd sitting, or vice versa, after you have made your booking, providing of course that there is sufficient availability.

I have multiple bookings, can I pay all of the outstanding balances together?

Yes, you are able to pay for multiple booking at the same time. They must be on the same voyage or have a Link ID.

How long does it take for a confirmation to go through the post?

As confirmations are sent in batches via postal service, it is very unpredictable to determine the timing of delivery until the moment it comes to your mailbox. The preferred method would be; if the guest can provide an email address at time of booking. Confirmations which arrive via email are generally received in your in email box within an hour.

Is there a fee for using a credit card?

No, Cunard does not charge a fee for using a credit card. However, your credit card company may charge an exchange rate fee or processing fee. So it is always best to check with your credit card company for any additional charges.

How do I make a surprise booking?

If you would like to purchase a cruise as a surprise, you may do so by contacting the US Customer Service Department at Phone Numbers: 800-528-6273 (Travel Agents) or 1-800-728-6273 (Direct Guests) 

What is a pre-cruise mailing, and when is it sent?

Pre-voyage Documents for guests who have not chosen to go green and print them online will be sent directly to the guest’s address as shown on the booking.

Bookings without the address information will have the pre-voyage documents sent to the travel advisor.

Guests & travel agents will receive an email at approximately 40 days prior to embarkation, informing them that their eTicket is available, with reminders to generate, print and bring their eTickets to check-in. The email contains direct links to the Voyage Personaliser for ease of access – Early e-tickets are not available.

In the Pre Voyage Document packet, the guest will receive four luggage tags per booking, shore excursion guide, instructions on how E-Tickets can be retrieved, as well as new voyage details, visa, vaccine, and other important information. This mailing will be sent from Southampton, England approximately 70 days prior to voyage departure.

 

If there are two guests who live at different addresses & against one booking reference, both guests will receive a copy. (As long as at the time the information is posted both guests have different addresses against their booking).

Please note guests traveling on other promotional fares will not receive the above via post, this can be viewed via the Voyage Personaliser.

How do I claim my complimentary booking benefits?

Your onboard amenities will be included in your onboard account and/delivered to your room.

Can I change my cabin?

Depending on availability and the promotion booked you may be able to choose another location. It is necessary to contact the customer service team at 1 800 728 6273

If I change my booking will the amount of benefit I should receive automatically increase/decrease?

All complimentary benefits as part of the Cunard Fare are fixed and do not increase/decrease if you were to change your cabin grade (changing to a higher or lower grade of cabin).

If you have booked at a time where we offered on board spending money, in addition to the Cunard Fare benefits, the amount can increase/decrease if you were to change your cabin grade. This can be the case if, for example, you were to upgrade your cabin.

Please note that this will not apply to any complimentary or reduced fare upgrades. Should you receive a complimentary or reduced fare upgrade, the amount of benefits will not increase.

Have I opted in to create my own personalized eDocs?

To see if you have opted in to create your own personalized eDocs, simply log on to Voyage Personalizer and then select “Your Holiday Information” from the “Travel Documents” menu. If you can select items to print, this means that you have opted into create your own personalized eDocs.

Please note – Late Saver or other promotional fare bookings and bookings made within 21 days of departure will be automatically opted in to create eDocs.

What are automatic eDocs?

eDocs and Automatic eDocs are pre-cruise information which you can download via Voyage Personalizer. They include general information about your cruise and ship, life on board, useful things to know, port information along with shore excursion information, visa & vaccination information, gift & celebration collection & luggage labels.

If you have opted to create your own eDocs (you do this by downloading the above information via Cruise Personalizer), you can revert this by calling our Customer Contact Center at 0344 338 86480.

Some fares are automatically opted in to view all pre-cruise information this way. This is part of the booking conditions and cannot be reversed.

Can you resend my pre-cruise documentation?

Pre-cruise information is sent to the lead passenger once a cabin has been allocated, approximately four weeks prior to departure date; however all pre-cruise information is accessible via the Voyage Personalizer approximately 12 weeks prior to departure.

Please note that U.K. bookings made on Late Saver and other promotional fares can access pre-cruise documentation via Voyage Personalizer only and will not receive a paper version as per the terms and conditions of these fares.

You can request another copy to be sent to you (excluding those on Late Saver or other promotional fares) by calling our Customer Contact Center at 0344 338 86480, If your booking is with a travel agent, please check with them to see if it has been sent to your travel agent.

Can I make a booking for someone who lives outside the U.K.?

If a guest lives overseas but has a U.K. address, we can book them directly (as a U.K. booking). However, if a guest lives overseas and does not have a U.K. address, this must be booked through the international team.

This must be booked under their U.K. address and the guest must be made aware that, in the event of a medical landing or emergency, we will only repatriate them to their U.K. address.

U.K. Terms and Conditions apply.

Insurance

The guest must have insurance with the adequate level of medical coverage. Most insurance policies will only cover you for medical repatriation to the country you have booked the holiday through (the U.K.) but they would need to check this with their insurance provider.

Will I need travel insurance?

No, Insurance is option and can be purchased through Cunard.

How can I request a cancelation confirmation or letter?

If you are unable to retrieve the cancelation confirmation we have sent you, please contact our Customer Contact Center at 0344 338 86480 who will be able to resend the confirmation to you.

When will I receive a cabin number for my guaranteed booking?

Bookings made on the Cunard Fare will have their cabin allocated where possible approximately 42 days prior to sailing. Should you make a booking after this date, you will be allocated a cabin between approximately 14 – 28 days prior to sailing.

Bookings made on the Early Saver Fare will have their cabin allocated where possible approximately 28 days prior to sailing, but can be up to the day before.

Bookings made on the Saver Fare will have their cabins allocated where possible approximately 14 days prior to sailing, but can be up to the day before.

Changing allocated cabin

·       Saver Fare – Cabin allocated will be in the grade booked or higher and once allocated, guests do not have the option to change it.

·       After D-14, new guarantee bookings will usually be allocated on a daily basis.

·       The last time we will berth guarantees is the day before sailing for any late bookings.

Luggage Labels

·       Only once a cabin has been allocated can luggage labels be printed via Voyage Personalizer.

·       Cabins will be allocated as per the above time scales, which means guests will be able to print luggage labels in time for their cruise

·       If a cabin has not been allocated (which will be rare), guests can use their passport and booking reference to confirm their booking at both the luggage labeling facility and check-in

·       If guests are unable to access their luggage label before departure, there will be a labeling facility at the Terminal. We recommend luggage should arrive pre-labeled to facilitate speedy service

What is the telephone number for Holiday Extras emergency assistance company?

From outside your home country, phone +44 20 8666 9389 textphone +44 20 8666 9562

From within your home country, phone 020 8666 9389 textphone 020 8666 9562

Email international.dept@allianz-assistance.co.uk Quote ref: Holiday Extras HX018

What is a future cruise deposit (FCD), what are the benefits and how do I apply this to my booking?

A Future Cruise Deposit (FCD) allows guests to secure the onboard booking benefits to apply to a future booking without having to commit while on board.

Benefits

·       By securing an FCD you will receive Onboard Spending Money when you make your next booking*

Onboard Spending Money:

·       6-9 nights on board
Grill Accommodation = $200 USD
Balcony Accommodation = $150 USD
Inside / Outside Accommodation = $100 USD

·       Sailings of 10 nights or more
Grill Accommodation = $400 USD
Balcony Accommodation = $300 USD
Inside/ Outside Accommodation = $200 USD

·       *You do not have to take your cruise within this year. The FCD has to be applied to a booking within 1 year.

·       The OBC is based on nights spent on board and does not include travel to and from the vessel.

·       Onboard spending money can be spent in the onboard shops, bars, spa and shore excursions.

Cost

·       Each Future Cruise Deposit costs £50 per person and payment is taken via a credit / debit card. You can purchase Future Cruise Deposit(s) via credit / debit card by visiting the Future Voyage Sales desk on board.

·       When you come to book your next cruise holiday, the £50 you paid for your FCD will be deducted from your deposit amount and you will be required to pay the difference (to make up the 15% deposit which includes any flights, hotels and transfer packages). The FCD will show as a payment received against your new booking.

·       Please note some fares will be required to pay the full balance at the time of booking. These types of fares are not combinable with FCDs.

·       This benefit is available exclusively to you during your cruise and it is not available for purchase afterwards.

Who can purchase an FCD?

·       FCDs can only be purchased by guests traveling on board. Guests traveling on board cannot purchase an FCD for a friend or family member that is not also traveling.

Validity

·       FCDs are valid for 1 calendar year. The FCD should be applied to a future booking within the calendar year. If the FCD is not used within this timescale, the FCD is canceled. The life of the FCD cannot be extended and refunds of unused FCDs are not available.

How to book

·       The Future Cruise Deposit (FCD) is added to your Unique Reference Number (also known as URN or Cunard World Club membership number) ready for when you come to place your booking.

·       Once you have chosen your cruise you can book by speaking to our Customer Contact Center at 0344 338 86480 or by speaking to your Travel Agent.

·       You will need to quote your unique reference number (also known as a URN or Cunard World Club membership number) at the time of booking to ensure Future Cruise Deposit is applied to your booking.

Terms & conditions

·       Each person on the booking must have an FCD in order to secure the OBC

·       FCDs are loaded against the guest’s URN. When you have decided on a cruise, this can be booked either through a Travel Agent or directly with Cunard Line. It doesn’t have to be made through your existing Travel Agent.

·       Combinable with the Cunard Fare and Early Saver Fares only (subject to the cruise of your choice being available)

Can only be made on board

·       They are non-transferable and cannot be transferred between brands (e.g. between Cunard Line and P&O Cruises)

·       They may only be used against new bookings

·       They can be used against a cruise of any duration or value

·       Future Cruise Deposits cannot be redeemed against Net Rate, Puncture Rate, Late Saver or any other promotional fare

*Must be used within 1 calendar year of the date of creation

·       Cunard Line standard booking conditions will apply

·       onboard spending money cannot be redeemed for cash

·       Cannot be refunded or transferred if you cancel your booking

·       Each person on the booking can only use one FCD. You cannot have more than one FCD per person on a booking. If there are two people on a booking, they must each purchase an FCD in order to receive the benefits.

What is a Redress Number?

A Redress Number is a unique number you can obtain from the U.S. Department of Homeland Security if you share the same name as someone on the U.S. watchlist and have experienced difficulties during your travel screening when crossing U.S. borders.

A Redress Number is a unique number that helps TSA eliminate watch list misidentification.

To apply for a Redress Number go to: https://trip.dhs.gov/.

Can I purchase a dining venue for all cruise durations?

Yes: if you are purchasing an Alternative Fine Dining venue via Voyage Personalizer, you have the option to select the date and time that you wish to dine.

If pre-purchasing via our Customer Contact Center at (800) 728-6273, you may only pre-purchase for cruises of eight days or more. You will only be able to pre-purchase the cover charge and select a date and time once you are on board.

Can I shop my luggage at the port before or after my cruise?

There is not the facility to shop luggage at any port through Cunard Line, however there are various luggage storage companies available at many destinations.

Any alternative option may be to have White Star transport your luggage to meet you at the ship or to your home address.

I had to leave the ship early and my car is parked in Southampton, who do I contact to arrange collection?

If your car is parked at Cruise and Passenger Services, please contact them directly to arrange a convenient time for collection.

CPS – 0345 071 3939
info@cruiseparking.co.uk

If you are unable to collect your car on your original disembarkation date, please rest assured that your car will be safely stored in the car park until you are able to make further arrangements.

Is a transfer provided if I have sailed out of one terminal and returned into another?

Yes, for US and Canadian guests for same day transfer.

What should I do if I find my luggage is missing?

If you find you are missing your luggage, you should first seek assistance from staff in the luggage hall who will try to locate your luggage. If your luggage has not been located then proceed to the luggage enquiries office (within the luggage hall) and complete a missing luggage form.

After disembarkation is completed we will then look at the luggage that is leftover and the reports of missing luggage and try to work out who has taken the wrong luggage. The guests concerned will be contacted to advise them they may have taken the wrong luggage home.

If you take an item of luggage that is not yours, please contact The Baggage Handling Company who will arrange for the item to be returned to the correct passenger. If you have left your luggage at the terminal, The Baggage Handling Company will return your item at a cost at the same time.

Should you have any further queries regarding missing luggage in Southampton, please contact the The Baggage Handling Company or email: info@thebaggagehandlingcompany.com.

If you have lost/left luggage at an overseas cruise terminal please contact our Customer Contact Center at 0344 338 86480.

How can I change my address?

If you have a future booking then please visit the Voyage Personalizer to make any amendments.

However, if you do not have a future booking please visit the Cunard members area and once signed in you can amend your address. Please note you will need to register for an account the first time you use the online members area.

Alternatively please call the Contact Cunard Customer service at  1800 728-6273 and one of our Personal Cruise Experts will be able to make the amendments to your records.

How do I receive my E-ticket?

Guests & travel agents will receive an email at approximately 40 days prior to embarkation, informing them that their eTicket is available, with reminders to generate, print and bring their eTickets to check-in.  The email contains direct links to the Voyage Personaliser for ease of access – Early e-tickets are not available. Your E-Ticket will only be available to print from Voyage Personaliser through the Travel Documents section, once you have completed your personal immigration details and your cabin number has been assigned to you. If you are less than 40 days to departure and you have not yet received an email advising your E-Ticket is available and you have completed your personal immigration details and your cabin has been assigned please call our Customer Contact Service at Phone Numbers: 800-528-6273 (Travel Agents) or 1-800-728-6273 (Direct Guests)  or your travel agent.

What is meant by “guaranteed” accommodation?

This means that your stateroom has yet to be allocated. You are guaranteed to be allocated, at least, the grade of stateroom you have booked. This could be situated on any one of the decks that offer that grade of cabin and can be allocated at any time from the date of booking until the day before sailing.

For example, you may book a BC grade guarantee stateroom, which means you will be allocated at least a BC grade stateroom or higher, which could be situated on any deck.
If you have a preference of stateroom grade and where you would like to be positioned on the ship, you will need to book this stateroom. We are unable to take any requests for cabin location when booking on a guarantee basis.

Can I purchase a Hotel package if I am cruise only?

Yes, it is possible to book a hotel if you are booked on a voyage only cruise. Transfers are not included but would also be available.

Please contact our Customer Contact Center for further information on 0344 338 86480.

How can I book airport hotels?

You can book airport hotels through Holiday Extras via Voyage Personalizer in the “Getting there and Back” section. Once you have made a booking, Holiday Extras will email a booking confirmation confirming the hotel details, directions, dates and times booked.

What is Voyage Personalizer and what can I do on it?

The Voyage Personalizer is an online tool which is available 24 hours after a booking is confirmed.

You can use Voyage Personalizer to view a whole host of essential information, relating to your customer and their cruise including:

Full voyage itinerary, which will incorporate any pre-purchased products and services

Visa and vaccination requirements

Embarkation and disembarkation arrangements

Dress code information

Shuttle bus information

Little Luxuries information

You can also:

Amend bed configuration

Amend evening dining preference (Select Price and Cunard Fare only)

Collate and print an eBrochure

Provide us with all of the necessary passport, next of kin and travel insurance information

Retrieve and print E-Tickets and Luggage Labels

Print and complete the Cunard registration form, required by those traveling with children who would like to use the children’s facilities

Pre-purchase products and services:

Product

Approximate on sale date

Shore excursions

6-8 months prior to departure

Select Dining Venues
N.B – not all venues are available to pre-purchase

120 days before sailing

Spa
N.B – you cannot pre-purchase Spa for Queen Mary 2

120 days before sailing

Please note, the pre-purchase window closes 3 days prior to sailing. After this time, all further bookings, modifications and cancelations must be handled on board.

What is the latest time I can book a gift?

We require a minimum of 72 hours’ notice to arrange a gift (the order can be made pre- or mid-cruise as long as the order is made 72 hours prior to the date you wish the gift to arrive), with the exception of flowers, where the notice period may vary.

To place an order please call our Customer Contact Center at 0344 338 8631. All gifts must be paid for at the time of placing the order via credit card or debit card.

When will my gift be delivered?

The majority of our gifts can be arranged for a date of your choice, which will be required from you at the time of placing the order. Please ensure that there is sufficient time (all gift orders require at least 72 hours’ notice prior to delivery with the exception of flowers, where the notice period may vary) for the recipient to take advantage of the item you have purchased.

There are certain items that can only be booked for the day of departure, so if the cruise has already sailed you may need to choose an alternative. Further information can be found in the Gift Collection brochure.

Do I get a confirmation?

We do not issue confirmation of gift orders; your bank statement is proof of purchase.

Please see our Gift Guide for available products and services

If I have canceled my cruise booking will my gift(s), package(s) and shore excursion(s) be refunded?

Should you need to cancel your booking, any pre booked gifts, packages or shore excursions including pre paid Internet will be refunded when the booking is cancelled.

Land Tours and certain shore excursions (please see -“Is there a cancellation charge for shore excursions?” Is there a cancellation charge for shore excursions? are non refundable or have different refund terms, therefore please check with our Cunard Customer Service before making the cancellation.

To cancel your booking, please contact Cunard Customer Service at (800) 728-6273 or speak to your travel agent.

What facilities will be available when I embark the ship?

facilities will be available to you when you embark the ship, for example, some restaurants, cafes, pools, the library, and some bars will be open.

Because of legal and tax reasons, the casino, shops and spa will remain closed until we are 12 miles from British waters.

Do cruise fares apply to children of all ages?

Children who are under 2 years old at disembarkation, traveling in a 3rd or 4th berth will not pay a fare to sail, however they will still be assessed the Taxes, Fees and Port Expenses. Any child regardless of age sailing in a first or second berth will pay full fare.

What are the regulations for travelling to South Africa with Children?

If your itinerary includes a call into South Africa, or you are joining or leaving the ship in South Africa and you are traveling with children, then there are specific immigration requirements that you will need to fulfill.

Do you offer discounts for group bookings?

For guests in a group of 16 people* or more, we can offer a group booking promotion. The terms and conditions and benefits available will depend on the size of the group, therefore, for full details, please call our Customer Contact Centre please visit our website for contact details.

(* minimum group size to be 16 guests occupying lower berths)

Group bookings are combinable with Cunard Fare and Early Saver Fares but not combinable with Late Saver or Other Promotional Fares

Why can I not enter my insurance details on Voyage Personalizer?

If you are receiving an error message when inputting details into the Voyage Personaliser please check to see if you have booked via the Cunard office in the US. If your booking has been made via the US office then travel insurance details will not be required on your booking. We would advise you contact your travel agent via the US or the Cunard US office for further assistance.

Why do I get an error when entering my personal details on Voyage Personalizer?

If you are receiving an error message when inputting your personal details page please check you have not entered alphanumeric symbols such as +, (, ).  Please ensure you have entered the correct format for your telephone number. This should be a standard eleven digit numerical number: E.G: 08954221111. 

If you are experiencing further difficulties please call please call our Customer Contact Centre on 0843 374 0000 (Calls cost 3p per minute plus your telephone company’s network access charge)

If you have booked in the US, Australia/New Zealand or Germany we would advise you contact your travel agent or call Cunard via the numbers below:

US:   1-800-728-6273
AU/NZ:   13 24 41 (AU) and 0800 543 431 (NZ)
DE:   +49 40 415 33 555

What is my to do list for on the voyage personalizer?

Once you are logged into your Voyage Personaliser, your ‘To Do’ list is there to advise you of the mandatory details we require from yourself prior to departure. You can use the boxes on the ‘To Do List’ to complete all compulsory fields.  Once you have completed an item on the check list a green tick will display to the right hand side. 

What is an eTA?

A eTA is an Electronic Travel Application.

For further information on eTA’s please visit the dedicated website – http://www.cic.gc.ca/english/visit/apply-how.asp

What do I do if I am expecting to arrive late at the Terminal?

First and foremost, the guest should be directed to immediately advise an airline representative at the airport that he/she is a cruise passenger destined for sailing that day. Typically, airlines are able to arrange alternative flights at the airline counter for passengers to continue with their travel to the point of embarkation. Upon learning their new flight arrangements, passengers should immediately contact Cunard with the new flight information. UK Contact: En-Route Delays Guests may call the following UK phone number: 44-0-845-071-0300 – available 24 hours a day.

German, Austrian and Swiss guests may call 00800-180-84-180 for assistance.

 En-Route Assistance – CREW For CREW enroute issues, please direct the crew member to contact the following number: 

The emergency number (out of office hours) is :

1-310-418-6386 or ext. 32830 internally

Does everyone on a booking receive pre-cruise information?

Pre-voyage Documents for guests who have not chosen to go green and print them on-line will be sent directly to the guest’s address as shown on the booking.

Bookings without the address information will have the pre-voyage documents sent to the travel agents.

Guests & travel agents will receive an email at approximately 40 days prior to embarkation, informing them that their eTicket is available, with reminders to generate, print and bring their eTickets to check-in.  The email contains direct links to the Voyage Personaliser for ease of access – Early e-tickets are not available.

In the Pre Voyage Document packet the guest will receive four luggage tags per booking, shore excursion guide, instructions on how E-Tickets can be retrieved, as well as new voyage details, visa, vaccine and other important information. This mailing will be sent from Southampton, England approximately 70 days prior to voyage departure. 

If there are two guests who live at different addresses & against one booking reference, both guests will receive a copy. (As long as at the time the information is posted both guests have different addresses against their booking).

Please note guests traveling on other promotional fares will not receive the above via post, this can viewed via the Voyage Personaliser

Can I cancel my booking free of charge if I am pregnant?

No, all standard cancellation fees will apply. If you have purchased Cunard Care you may file a claim. 

Will I receive a discount for booking consecutive cruises?

No discount is given when you book consecutive voyages.

However when booking a logical voyage, which consists of 2 consecutive cruises sold as 1 voyage, with 1 booking reference and usually has a letter at the end of the cruise number (e.g. M123A) you can typically expect a saving as you are booking 2 holidays as 1, compared to if you were to book the 2 voyages individually.

If you were to book two or more consecutive voyages not classed as logical voyages, no discount is given. An air credit may be applicable when booking two consecutive fly cruises if one of the flights is not needed. For example, if you booked two consecutive Mediterranean fly cruises, the flight that would bring you home after the initial cruise wouldn’t be needed, so a deduction from your fare might be applicable.

Please note that air credits only apply to the first two guests in each cabin.

Please note that if traveling on consecutive cruises some elements of your initial cabin set up will only be provided when you embark on the first of your consecutive cruises.

Can I cancel or change my booking?

Yes, you can cancel your voyage. Please see the following cancellation schedule:Voyage Length 30 nights or less

Voyage Length 30 nights or less Number of Days before Sailing  Cancellation Fee

120 to 91   25% or Deposit Amount

 90 to 61     40% of full fare

 60 to 31     50% of full fare

 30 to 15     75% of full fare

 14 days or less or non-appearance 100% of full fare

 

Voyage Length 31+ nights

 Number of Days before Sailing Cancellation Fee

 150 to 121  30% or Deposit Amount

 120 to 91    40% of full fare

 90 to 64      50% of full fare

 63 to 43      75% of full fare

 

 42 days or less or non-appearance 100% of full fare Reduced Deposit Cancellations: For those guests booking a reduced deposit promotion, the initial cancellation fee or “deposit amount” will not exceed the deposit required/paid at time of booking. Details below.

 Voyage Length Cancellation Period Before Sailing Cancellation Fee

 Less than 31 nights         120 – 91 days         Reduced deposit amount

 Less than 31 nights         90 days or less       Standard cancellation fees apply

 31 nights or longer         150 – 121 days         Reduced deposit amount

 31 nights or longer         120 days or less       standard cancellation fees apply

Is E-ticket valid for both a cruise and flight?

The E-Ticket is a ticket for both the voyage and any flight, scheduled or chartered, booked through Cunard. No additional flight documentation is required.

It is increasingly important when travelling abroad, especially to destinations outside of Europe, to travel with proof of return arrangements. All guests should arrive at check-in with their E-Ticket documentation and their valid passport and any visas required to travel.

Can I add my passport details online?

You can view your purchased shore excursions by logging in to Voyage Personaliser  and following the simple steps below:

Select the ‘Going Ashore’ tab from the top menu and then select ‘Purchased Shore Excursions’ from the drop down list.

The excursions that you have purchased will then appear on screen. From here you can cancel or amend your shore excursion bookings.

How can I view my purchased Shore Excursions?

You can view your purchased shore excursions by logging in to Voyage Personaliser  and following the simple steps below:

Select the ‘Going Ashore’ tab from the top menu and then select ‘Purchased Shore Excursions’ from the drop down list.

The excursions that you have purchased will then appear on screen. From here you can cancel or amend your shore excursion bookings.