Contact Cunard

Can't find what you are looking for? Try our frequently asked questions.

Alternatively, you can email our Customer Contact Centre using our online contact form below, or call us on 0344 338 8641 during our opening hours.

• Monday - Friday: 8.30am - 8.00pm
• Saturday: 8.30am - 6.00pm
• Sunday: 10.00am - 5.00pm
• Bank Holidays: 10.00am - 5.00pm

Please note, the contact centre will be operating under different opening hours during the festive period: 

• Thursday 12 December – 08:30am – 3:00pm
• Friday 13 – Monday 23 December – normal opening hours
• Tuesday 24 December – 08:30am – 3:00pm
• Wednesday 25 December – closed
• Thursday 26 December – 10:00am to 5:00pm
• Friday 27 – Monday 30 December – normal opening hours
• Tuesday 31 December – 08:30am – 3:00pm
• Wednesday 01 January – 10:00am to 5:00pm

Local call charges apply. Calls may be recorded for training and quality purposes.

At Cunard, we strive to ensure that every interaction whether before, during, or after you sail lives up to our high standards.

At times, things may not go according to plan, and it is important that such matters are brought to our attention as soon as they happen, or as soon as reasonably possible after. This is to enable us to seek an early resolution, so that there is a minimal impact on your overall experience.

Our fleet or shore-based customer service colleagues should always be the first point of contact for any issues that arise. Anything that has not initially been reviewed by these teams will be referred to our Guest Relations team to investigate and seek a resolution.

Should you experience any problems during your voyage, it is important these are raised while you are on board. Our complaint handling practices are aligned across our ship and shore teams, and we work collaboratively to resolve issues on first contact. By speaking to the team on board, they will have the opportunity to investigate and rectify the matter as soon as possible, leaving you to relax and enjoy what remains of your holiday.

If we are unable to fully resolve the matter while you are on board, or if you would like to discuss any other aspect relating to service, then you can contact our contact our shore-based team who will investigate further. We ask that you please contact us within 28 days of arriving home. For any matters not relating to an on board experience, please contact us as soon as possible after the problem first arises. This is to ensure we can obtain the right information and give you the best response possible. Please note, we may be unable to investigate any complaints made after 28 days, which may affect any right you have to compensation.

We work to ABTA’s Code of Conduct and always strive to resolve cases within 28 days. This can, at times, take longer depending on the matter at hand, the level of investigation required, or during some of our busier periods. Having said this, please rest assured that we’ll always aim to resolve the matter as soon as possible.

If we exhaust our complaints process and have been unable to reach a suitable resolution, we will inform you of the next steps to pursue the matter externally. As we are a member of ABTA, you will have access to their independent dispute resolution process, which is approved by the Chartered Trading Standards. All information can be found on the ABTA website.

Should you need to raise a complaint with us, you can do so by completing the form on this webpage, and selecting ‘Voyage feedback’ from the drop down menu. A member of our team will then be in touch, within the time frame stipulated above, to assist you.

If you are not a UK resident, please contact your local Cunard agent to book. Please do not call our UK contact centre or use the form below, as we will not be able to assist in completing your booking.

• Europe, not including the United Kingdom - +44 344 338 8635
• Canada and North America - 001 800 528 6273

Travel insurance

Travel insurance can be arranged through our preferred travel partner, Holiday Extras, by

• visiting holidayextras.co.uk/carnival/cunard
• calling 0800 093 3070, quoting reference CUNHX.

You can find more information after you have booked your voyage by checking the 'Travel Extras' section on My Cunard.

For more information on travel insurance requirements, visit our travel insurance page.

White Star Luggage Service

Cunard’s White Star Luggage Service, provided by Luggage Forward, is the perfect alternative to transporting your own luggage and is also the perfect option for those who choose to extend their travels pre- or post voyage.  

For more information, to reserve this service and for full terms and conditions, please visit the Luggage Forward website, or call on one of the following numbers (lines are open 24 hours a day):

• USA: +1 920 231 5114
  
• UK: +44 (0)33 0808 1294
• Italy: +39 06 97629508
• France: +33 1 76 54 28 07
• Spain: +34 518 88 93 48

Car parking

UK port parking is arranged via Cruise & Passenger Services. Call 0345 071 3939 or visit cruiseparking.co.uk to enquire and/or book port parking.

Airport parking is arranged via Airport Parking and Hotels Ltd. Call 0844 871 7561 (calls cost 5p per minute plus your network access charge).

You can give feedback, leave comments and report website issues using the black 'Feedback' tab to the left of this page (please do not include any personal information when filling out this form).

If you are having problems viewing itineraries or booking online, please refer to our helpful 'how to book' guide, which may help you during the online booking process.

If you are having problems locating FCC or applying it to a booking, we have a helpful FCC guide that may also be of use. 

If you are having problems logging in to My Account or My Cunard, please call 0344 338 8641 for assistance. Alternatively, describe your issue in the online contact form below, and submit it with any additional details relevant to your booking (this will help us respond to your query as quickly as possible).

Our advisors are more than happy to help you with your enquiry via our live chat service on our website. 

Live chat will be available on this Contact Us page and our Essential Information page during our Customer Contact Centre opening hours. To ask a question to one of our friendly advisors, simply click on the red box labeled "Chat is available" in the bottom right corner of your browser and enter your name and email address.

Please note that our live chat service will only appear on our website when advisors are available within the opening hours.

 

Cookie policy and privacy

To view and use our live chat service, you must opt into our 'Functional cookies'. You should be prompted to accept or reject functional cookies via a pop-up window the first time you visit our website during a browsing session. To amend your privacy preferences, please visit our cookie policy page and navigate to the bottom where you can select 'Amend preferences', and then ensure you opt-in to 'Functional cookies'. 

Your privacy is important to us. We will never ask for any payment information or other sensitive data during our live chat. To provide you with the best possible support, we will ask for your name and email address. Please be assured that this information is strictly for internal use and will not be used for marketing purposes. For more information on how we process your data, please view our privacy notice.