Passengers on a luxury cruise ship were left shocked after reportedly being hit with a 15% service charge for using a mini-bar in their bedrooms. Popular for its elegant traditions, Cunard cruise line has justified its decision to impose a mandatory service fee on the guests.
The company explained that the charge is intended to acknowledge and reward the high level of service provided by its staff. By framing the fee as a way to “recognise the service,” Cunard emphasises its commitment to maintaining premium hospitality standards while supporting its crew.
But the disgruntled passengers have called the charge “ridiculous” explaining that it increases the prices of half a bottle of prosecco by £2.50, reports The Telegraph.
John Crampton, a 71-year-old retiree from London, set off on a three-week round-trip cruise on Queen Mary 2 from Southampton to New York on July 25 where he was unexpectedly charged an additional £2 for a drink he consumed from his cabin’s mini-bar.
Mr Crampton was clearly unhappy with the charge as he could not understand the rationale behind it.
He told The Telegraph: “[I understand that] someone has to physically put the items into a mini-bar for me to purchase, but what happens then if I go into a shop and bring a bottle of wine to the till, and they tell me it’s £10 for the wine, plus £1.50 because someone has put it on the shelf for you to buy.”
A spokesman for Cunard told the publication: “A 15% service charge is applied to all beverage purchases on board, including those from the in-stateroom mini-bar. This ensures a consistent approach and helps us recognise the service delivered by all of our teams across the ship.”
The Express has reached out to the Cunard for a comment.
Meanwhile, Martyn James, a consumer expert, said the fee was “ridiculous”, and an example of “microcharging”.
He told The Telegraph: “It’s the process of adding on tiny charges that annoy you, but not necessarily to the point where you make a full-on complaint. The alleged service is the act of restocking the fridge. But of course that doesn’t constitute service at all.”