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Guest Feedback Comments & Complaints Policy

If it matters to you, it matters to us…

We realise that sometimes, things may not go as planned.

If this is the case and you would like to bring something to our attention, we have the following policy in place to ensure that your views and comments are acknowledged, reviewed, and responded to accordingly.

All feedback is welcomed at Ambassador Cruise Line, whether that’s before you sail or once you have returned home.

If you have not yet travelled…

  • In the first instance, we ask that you complete the online form found here. Please provide as much information as possible, including your desired resolution.

  • Once received, your comments will be reviewed by a member of our experienced Guest Services Team. If you have booked directly with us, we will contact you by telephone within 7 working days to discuss further. If you have booked with a travel agent, we will respond via your agent.

  • If you are unsatisfied with the response, the matter will be escalated to our Guest Services Manager. A written response will then be provided (either directly or via your agent) once your comments have been reviewed.

  • If you are still unhappy with the resolution despite our best efforts to reach a suitable conclusion, the final escalation point will be to our Head of Pre and Post Cruise. Your comments and the offers made available to you will be assessed and our final outcome will be confirmed in writing.

Please note, if you have a general enquiry about your booking (such as discussing your cabin number, notifying us of a medical condition, dining requests, adding car parking, queries with My Ambassador Sailing etc) then please contact our Guest Services Team via the following details, rather than completing the online form.

Guest Services Telephone: 0808 102 8031 (Mon – Fri 9am – 5.30pm, Sat 9am - 5pm)

Guest Services Email: guestservices@ambassadorcruiseline.com

            One of our friendly Guest Services Team will be happy to assist you.

If you are currently onboard….

  • If you experience an issue during your cruise, you should initially report this by visiting Reception. A member of our Onboard Guest Services Team will assist you, resolving the matter as quickly as possible so that you can continue to enjoy your cruise.

  • If you are not satisfied with the solution offered by the Onboard Guest Services Team, the matter will be escalated to the Guest Experience Manager to review.

  • Should the onboard team be unable to resolve the matter to your satisfaction, they may obtain further support from the Shore Side Guest Services Team.

  • If you are still unhappy with the resolution despite the best efforts of the Onboard Guest Services Team, you should contact us via the ’If it matters to you, it matters to us’ page on our website when you return home.

If you have already travelled and have now returned home…

Please note that if you experience an issue during your cruise and do not raise this with the Guest Services Team whilst onboard, allowing them the opportunity to resolve the situation, it may affect your outcome.

  • In the first instance, we ask that you complete the online form which can be found here. Please provide as much information as possible, including any attachments that may assist us with handling your comments. Please also include your desired outcome.

  • Once received, your comments will be reviewed by one of our Guest Relations Team. If you have booked directly with us, we will aim to contact you within 7 working days however, please allow up to 28 days for a response, inline with ABTA guidelines. If you have booked with a travel agent, we will respond via your agent.

  • If you are unsatisfied with the response, the matter will be escalated further to our Guest Relations Manager. A written response will then be provided (either directly or via your agent) once your comments have been reviewed.

  • The final escalation point within Ambassador Cruise Line will be to our Head of Pre and Post Cruise. Your comments and the offers previously made available to you will be assessed and our final outcome will be confirmed in writing.

  • If you are still unhappy with the outcome offered despite our best efforts to reach a suitable conclusion, then please refer the matter to ABTA. We will not be able to assist any further if we reach this stage.

All feedback is appreciated and valued.

Thank you for sailing with Ambassador Cruise Line and we sincerely hope to welcome you onboard soon.

Copyright 2024 Ambassador Cruise Line is a trading name of Ambassador Cruise Holidays Limited.

Ambassador Cruise Holidays Limited is a company registered in England and Wales. Registered number: 13299365