We were booked on QM 2 last December and the cruise agency never forwarded our pre-cruise documents and also never returned phone calls or emails. Our agent had left the agency so no picked up her accounts I guess. I contacted CEO at Cunard and we got upgraded from a balcony to Princess Suite. We had a fabulous cruise-special dining, lounge, etc.
Not sure upgrade was directly related to complaint to Cunard but other cruisers at our table in the Princess Suite had been upgraded but had cruised on Cunard many tmes before.