NCL PCC - promises not kept

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#1
Pennsylvania
1,038 Posts
Joined Jun 2010
We booked a Baltic cruise for June 2011 (we are a group). I called around for the best deal. TA promised obc and wine, price was good. PCC promised amenity points - comparable price. Told us the amenity points would be worth much more so we went with the NCL PCC.

The group contract came through with NO amenity points. He says, "oops guess you booked to late to get them. " (11 months early is too late??!!)

This is the first time that I did a group cruise so each time I spoke with him, I took good notes. I know what was promised

I'm pretty upset. Now we have no obc, no wine, no amenity points. What would you do? I'm angry enough to consider another cruise line. I made the decision for the group and feel like I was scr***d.
#2
Granby CT
295 Posts
Joined Aug 2008
Originally posted by MS52
We booked a Baltic cruise for June 2011 (we are a group). I called around for the best deal. TA promised obc and wine, price was good. PCC promised amenity points - comparable price. Told us the amenity points would be worth much more so we went with the NCL PCC.

The group contract came through with NO amenity points. He says, "oops guess you booked to late to get them. " (11 months early is too late??!!)

This is the first time that I did a group cruise so each time I spoke with him, I took good notes. I know what was promised

I'm pretty upset. Now we have no obc, no wine, no amenity points. What would you do? I'm angry enough to consider another cruise line. I made the decision for the group and feel like I was scr***d.
What are ammenity points?

Can you cancel the cruise and rebook with a TA? I'm not familiar with how group cruises work.
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#3
North Falmouth, MA USA
4,636 Posts
Joined May 2003
You are well before final payment ---- go ahead and look around for a better deal, and transfer your reservation (or cancel and rebook.) There have been a number of postings on these boards about PCCs who have promised various things to get a booking, and then not delivered.
#4
81 Posts
Joined Aug 2010
First of all, I have been the group planner before and I know the feeling of "everyone is mad at me for every tiny little thing"

Secondly, this sounds like a crappy travel agent problem, NOT an NCL problem.

I think your best bet is simply shrug your shoulders and say to the TA "I hope your commision for this booking was worth never having my business, or the buiness of anyone in my group, again."
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#5
Granby CT
295 Posts
Joined Aug 2008
Originally posted by SpecialPurpose
First of all, I have been the group planner before and I know the feeling of "everyone is mad at me for every tiny little thing"

Secondly, this sounds like a crappy travel agent problem, NOT an NCL problem.

I think your best bet is simply shrug your shoulders and say to the TA "I hope your commision for this booking was worth never having my business, or the buiness of anyone in my group, again."
He didn't go with the TA. He went with the NCL Personal Cruise Consultant.
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#6
desert SW
9,689 Posts
Joined Nov 2004
You could ask your PCC for a written "amenity confirmation". I think what you mean by "amenity points" is On Board Credit, correct?

If the current PCC is not working with you to your satisfaction, ask a supervisor that another person be assigned to your booking.
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#7
Pennsylvania
1,038 Posts
Joined Jun 2010
Originally posted by OceanDreaming2
You could ask your PCC for a written "amenity confirmation". I think what you mean by "amenity points" is On Board Credit, correct?

If the current PCC is not working with you to your satisfaction, ask a supervisor that another person be assigned to your booking.
Amenity points are like obc. they can be used for wine in the room, speciality restaurants, beverage packages, etc.
I got the writen amenity points on the group contract - it was ZERO.

Maryann
#8
8,028 Posts
Joined May 2000
Originally posted by MS52
We booked a Baltic cruise for June 2011 (we are a group). I called around for the best deal. TA promised obc and wine, price was good. PCC promised amenity points - comparable price. Told us the amenity points would be worth much more so we went with the NCL PCC.

The group contract came through with NO amenity points. He says, "oops guess you booked to late to get them. " (11 months early is too late??!!)

This is the first time that I did a group cruise so each time I spoke with him, I took good notes. I know what was promised

I'm pretty upset. Now we have no obc, no wine, no amenity points. What would you do? I'm angry enough to consider another cruise line. I made the decision for the group and feel like I was scr***d.
Have you taken this up the chain of command? If that doesn't work, find a different TA and move the whole group there.

I have found that independent TA's are much more advantageous to groups than NCL's PCC's.

PE
#9
desert SW
9,689 Posts
Joined Nov 2004
Originally posted by MS52
Amenity points are like obc. they can be used for wine in the room, speciality restaurants, beverage packages, etc.
I got the writen amenity points on the group contract - it was ZERO.

Maryann
I've received booking confirmations which do not list OBC's when, in fact, we had them.
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#10
Pennsylvania
1,038 Posts
Joined Jun 2010
Thanks, I'll take it up the chain of command as suggested. And I'm early enough to keep shopping around - maybe I can find a better deal.

I'm too gullible and tend to believe people when they tell me that they're going to do something.

Maryann
#11
81 Posts
Joined Aug 2010
Originally posted by CT Cruiser10
He didn't go with the TA. He went with the NCL Personal Cruise Consultant.
My bad.

Aren't conversations with PCC's 'recorded for training and quality purposes'?

Call NCL and tell them you want a copy of the recording.
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#12
Philadelphia
519 Posts
Joined Sep 2007
I would try getting somewhere with NCL. Go up in the chain of command. If that doesn't work, you have plenty of time...Transfer the reservation to a TA who can get you what you requested.
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#13
Pennsylvania
6,842 Posts
Joined Nov 2006
You've gotten a lot of very well-intentioned advice here.

Let me try to save you some stress and trouble.


Amenity points are determined by, and assigned by the Groups Department.

The PCC has NOTHING to do with this. Being in the same boat, a non-NCL TA will also have to deal with the Groups Department as they have no control on amenity points assigned either.

"Going up the chain of command" or switching the booking to a TA will do nothing toward any amenity points.


You need to call and speak directly with the responsible people in the Groups Department.

You should also know that the number of spaces allowed for group booking is limited on each and every cruise. Even though it is 11 months out, the available group space for your cruise might be spoken for. Even if they want to help you, they just can't create more group space.
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#14
Pennsylvania
1,038 Posts
Joined Jun 2010
Originally posted by SeaShark
"Going up the chain of command" or switching the booking to a TA will do nothing toward any amenity points.

You need to call and speak directly with the responsible people in the Groups Department.

You should also know that the number of spaces allowed for group booking is limited on each and every cruise..
1) Switching to a TA may get me obc and wine....better than what NCL is offering now
2) that's the plan this afternoon
3) when we booked there where 90+ cabins available in group
#15
Columbus, Ohio
2,493 Posts
Joined Sep 2002
Originally posted by MS52
1) Switching to a TA may get me obc and wine....better than what NCL is offering now
2) that's the plan this afternoon
3) when we booked there where 90+ cabins available in group
The issue with switching to a TA might not get you anything. Most "deals" are for new bookings only. This may not qualify.



One personal piece of advice when working with anyone at NCL Corporate (customer service especially, but anyone).... GET IT IN WRITING! Have them fax or email you something quickly. NCL is well known for saying what you want to hear when they have you on the phone...but then not following through with it and denying it was ever said later.
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#16
82 Posts
Joined Jul 2010
Originally posted by cynbar
You are well before final payment ---- go ahead and look around for a better deal, and transfer your reservation (or cancel and rebook.) There have been a number of postings on these boards about PCCs who have promised various things to get a booking, and then not delivered.
This is not a "PCC" thing. My PCC is wonderful, and has never lied to get a booking. It is unfortunate that your's was dishonest, but there are dishonest people in every business or company. I had more issues with my old TA than going direct as I do now.
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#17
4,173 Posts
Joined Nov 2006
Originally posted by MS52
1) Switching to a TA may get me obc and wine....better than what NCL is offering now
2) that's the plan this afternoon
3) when we booked there where 90+ cabins available in group
Definitely contact the group department. I organized a group cruise a while back, and our cutoff date for amenity points was much closer than 11 months. The amenity points are dependent on how many cabins are booked, also, so ensure that you have enough and you shouldn't have a problem. It's possible that you just had an inexperienced PCC; they should have directed you to the group department in the first place, based on my experience.
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