“Our cruise line didn’t tell us about US e-visas, then left us at the dock”

Gilles Charlton has been fighting for and solving Telegraph readers’ travel problems for over 30 years, securing refunds, righting wrongs and suggesting solutions.

Here is this week’s question:

Dear Gill,

In April we booked a trip to New York, sailing on Cunard’s Queen Mary 2 to celebrate my 80th birthday. Unfortunately, my wife and I, along with several others, were left on the dock in Southampton because we did not have an ESTA visa waiver permit.

I am a retired long-haul pilot but had never heard of ESTA (Electronic System for Travel Authorization). So when I read that visas were no longer required for British passport holders on the government’s travel advice site, I asked no further. An ESTA permit was also not mentioned on the Cunard booking confirmation.

I was alerted to the problem by a friend 24 hours before departure. Cunard suggested I use their visa agent’s expedited service, but the permits still didn’t arrive on time.

Our confusion cannot be an isolated case, as Cunard staff were yelling at everyone about the need for an ESTA permit when we arrived at the terminal. Can you denounce Cunard’s lack of attention in this regard so that others are not refused boarding?

-Dick Atkinson

Dear Dick,

This is not the first time I have heard of people being refused boarding a transatlantic cruise for this reason. Your original confirmation states: “This booking confirmation contains everything you need to know about your upcoming trip”, but there is no mention of the need for an ESTA permit under “important information”. It simply says “visit my.cunard.com for visa information.”

Later, on your QM2 pre-boarding information, it only states that you must present “any other documents and visas required” at the terminal.

Although your cruise-only booking is not covered by the Package Travel Regulations 2018, Cunard is a member of ABTA, whose code of conduct complies with the regulations. These say that the documents at the time of purchase should include information on visas required for the “destination country”.

I asked Cunard why the ESTA visa waiver, required by all eligible non-US passengers, was not mentioned in its documentation. “We do our best,” he replied, “to make this clear by sending a number of pre-cruise emails to guests…” I pointed out that none of these communications does not contain specific wording on ESTA permits. They simply say: “Check whether specific visas and/or ESTA for the United States are required.” Cunard has now told me that she is “happy to look for ways to make things clearer.”

The best way to obtain an ESTA permit is to apply directly through esta.cbp.dhs.gov. Most take less than 24 hours to arrive. Apply as early as possible, as some applications are rejected (often because your name resembles a name on a US watch list) and you may need a full tourist visa, which involves a consular interview which currently takes up to 95 hours. days to plan in the UK.

Your travel problems solved

Gill takes on a different case every week – so please send your issues to him for consideration at [email protected]. Please provide your full name and, if your dispute concerns a travel agency, your address, telephone number and any booking reference. Gill cannot answer every question, but she will help where she can and all emails will be acknowledged.