Consumer protection
When you book directly with Cunard, you can rest assured that your money and holiday are in safe hands, with the added confidence of ATOL and ABTA protection. Our Fly-Cruises are financially protected by the ATOL scheme (ATOL number 6294), and you’ll receive an ATOL Certificate when you pay for your holiday. Cunard non-Fly-Cruises that are sold in the UK are protected by ABTA (membership number V8764), which offers you the support and expertise of ABTA’s assistance and Code of Conduct. Should you need support with resolving a complaint, ABTA's approved Alternative Dispute Resolution (ADR) process is at your disposal.
Financial Protection
The combination of travel services offered to you by Cunard is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, you will benefit from all EU rights applying to packages Cunard will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, Cunard has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.
Please click here for more information on key rights under the Package Travel and Linked Travel Arrangements Regulations 2018. You can view a copy of the Package Travel and Linked Travel Arrangements Regulations 2018 here.
ATOL
The fly-cruises on this website are financially protected by the ATOL scheme. Our ATOL number is 6294. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. ATOL protection does not apply to all holiday and travel services listed on this website. All non-fly cruises sold in the UK are protected by ABTA. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to www.atol.org.
EU Passenger Rights
International Passenger Protection (IPP)
Guests and enquirers from European countries (excluding Germany and the United Kingdom) that use cunard.com/en-gb are protected by IPP insurance.
To view the full policy, click the links below:
For European guests outside of the United Kingdom, Germany and Ireland
Guest rights when travelling by sea
EU Regulation 1177/2010 concerning the right of guests when travelling by sea became effective in the EU on 18th December 2012. It applies to any disabled person or person with reduced mobility booking a cruise where the port of embarkation is in the EU, including guests who book outside the EU but embark in the EU. It also applies to guests affected by delay and cancellation of services (see our Booking Conditions). "Disabled person" or "Person with reduced mobility" means any person whose mobility when using transport is reduced as a result of any physical disability (whether sensory, locomotor, permanent or temporary), intellectual or psychosocial disability or impairment or any other cause of disability or impairment or as a result of age, and whose situation needs appropriate attention and adaptation to his/her particular needs for the services made available to all guests.
Set out below is some general information to help you understand your rights under this Regulation. Please note, however, that this is not intended to be a comprehensive guide. Should you require further information relating to the Regulation please refer to the guidance documents that can be found on the Department for Transport (DfT) website.
Right to transport
Your request to travel cannot be refused solely on the grounds of disability or reduced mobility, and you are entitled to travel at no extra cost, under the same conditions that apply to all other guests.
Exceptions
Guest need to bear in mind that ships are fundamentally different from other buildings ashore e.g. hotels and, whilst every effort will be made to accept a booking, a request to travel can and may be refused if we cannot carry a guest in a safe and operationally feasible manner, taking into account any issues relating to the design of the ship or port infrastructure and equipment including port terminals which may make it impossible to carry out the embarkation, disembarkation or carriage of a guest and which may have an impact on the guest's safety and comfort. If, for any reason, your travel is refused we shall inform you immediately and you can request that the reason for the refusal is put in writing to you within five working days.
Right to assistance in ports and on board
You are entitled to assistance in embarking and disembarking the ship, assistance with baggage and/or any specific medical equipment that you may be carrying, and also assistance in making your way to any public toilet facilities.
Notice
You should notify us of the nature of your disability, your need for assistance and of any specific equipment you are intending on bringing as early as possible but in any event at the very least 48 hours before you are due to travel. If you have been unable to provide us with this information with at least 48 hours notice we shall still make all reasonable efforts to provide the assistance that you require to enable you to travel.
Accompanying persons
After assessing your specific requirements, we may require that you are accompanied by an individual who can assist you during your cruise if we consider that this is necessary for your safety and comfort. Please note that such an accompanying person is not entitled to travel free of charge.
Loss of or damage to mobility or other specific equipment
If any damage is caused to mobility or other specific equipment used by a disabled person or person with reduced mobility as a result of our fault or neglect then, subject to our absolute discretion, we shall either repair or replace the equipment.