Who/where is the best contact regarding an issue with a recent cruise?

We were on a cruise out of New York that left January 15 and returned January 29.

 

We had a confirmation from Norwegian Cruise Line stating the "perks" that we were entitled to. I actually spoke to a representative on the phone the day that the cruise was booked and confirmed that we would be entitled to these perks.

 

When we got on board, we found out that we were not going to be allowed to have those perks even though we had a confirmation as proof and no notification of any cancellation before we left.

 

We could not get any suitable resolution of this onboard because they said they sent an email to NCL onshore and they denied that we were entitled to them.

 

Who would I contact to express my displeasure about the way this situation played out?

Guest Relations After Your Cruise: 1.866.625.1164

We were on a cruise out of New York that left January 15 and returned January 29.

 

We had a confirmation from Norwegian Cruise Line stating the "perks" that we were entitled to. I actually spoke to a representative on the phone the day that the cruise was booked and confirmed that we would be entitled to these perks.

 

When we got on board, we found out that we were not going to be allowed to have those perks even though we had a confirmation as proof and no notification of any cancellation before we left.

 

We could not get any suitable resolution of this onboard because they said they sent an email to NCL onshore and they denied that we were entitled to them.

 

Who would I contact to express my displeasure about the way this situation played out?

Sorry you had an issue. Did you print out the amenity confirmation page they sent you?

 

After the cruise contact the following:

 

1.866.625.1164

Mailing Address

Norwegian Cruise Line Guest Relations, 7665 Corporate Center Drive Miami, Florida 33126

Guest Relations After Your Cruise: 1.866.625.1164

 

Thank you.

Sorry you had an issue. Did you print out the amenity confirmation page they sent you?

 

After the cruise contact the following:

 

1.866.625.1164

Mailing Address

Norwegian Cruise Line Guest Relations, 7665 Corporate Center Drive Miami, Florida 33126

 

I had the printed confirmation with me that I received from NCL that clearly showed the items on it.

Edited January 30, 2017 by MrsK

 

Who would I contact to express my displeasure about the way this situation played out?

 

The following E-mail always seems to work:

 

fdelrio@ncl.com

The following E-mail always seems to work:

 

fdelrio@ncl.com

 

Thank you for the information. I appreciate it.

Out of interest, was there anything unusual about your booking, and did they say why you didn't get the perks?

 

Are you talking about free at sea perks or something else? The free at sea ones have been ongoing in various forms for a couple of years now, and I don't recall anyone ever reporting that they didn't receive confirmed perks once onboard. It sounds very odd.

Out of interest, was there anything unusual about your booking, and did they say why you didn't get the perks?

 

Are you talking about free at sea perks or something else? The free at sea ones have been ongoing in various forms for a couple of years now, and I don't recall anyone ever reporting that they didn't receive confirmed perks once onboard. It sounds very odd.

To ask question as well. OP did you change your reservation after booking it; cabin, price, etc.? Edited January 30, 2017 by NLH Arizona

In answer to the above two posters:

 

KeithJenner:

 

I booked myself online.

 

The website offered various discounts or perks such as free dining, free beverages and several others, including Canadian at Par which is the option I chose. Also included in that offer (clearly stated, pick your choice of above offer and you will also receive this package) was the one where you received the Casino play of $50, 100 free internet minutes, 10 free photos and Unlimited Phone Calls.

 

Everything looked good so I booked and then when I immediately looked at the confirmation they sent I realized that somehow, somewhere there was a mistake. I was given a package with the free internet package included, which I didn't want.

 

I immediately called NCL and got a nice lady on line who fixed that for me. We discussed the other items.....casino/internet/photos and phone calls. She looked it up and said yes I was entitled and thank you very much for pointing that out to her so she could make sure it was all done correctly.

 

She then sent me out the revised confirmation, confirming the Canadian at Par price and the extras, clearly shown on the confirmation.

 

NHL Arizona:

 

There were no changes made to the basic reservation after that point, cabin category, price or anything else.

 

The only thing that I did was to go online and prepay my gratuities and pay for one soda package.

 

My first hint that there was a problem was when I went onboard and found out that I did not have any of the perks that I was promised. I tried to hook up to the internet and was informed that I had no internet package available.

Edited January 30, 2017 by MrsK

KeithJenner, I missed part of your question.

 

They said that I did not qualify for the perks. Sent an email to the onshore people and that was their response.

 

I wasn't able to get what I thought was a sufficient reason why, when I had a written confirmation to say that I was entitled. Just was told that I didn't qualify?

 

If that's the case, then why wasn't I notified of the changes before I got on the ship?

 

We thought we were getting a great price along with the great benefits of that package but unfortunately that was not to be.

The website offered various discounts or perks such as free dining, free beverages and several others, including Canadian at Par which is the option I chose. Also included in that offer (clearly stated, pick your choice of above offer and you will also receive this package) was the one where you received the Casino play of $50, 100 free internet minutes, 10 free photos and Unlimited Phone Calls.

I have never heard of Canada at Par being combinable with Free At Sea (free UBP, SDP, etc.), but it was reported in this thread that Canada at Par could be combined with the Norwegian Selects offer (which is the phone calls and the photos etc. for BA and Gem sailings)

The option that I chose was not to spend a penny extra while we were onboard the ship. […]

Our onboard balance remained at $.00 the whole trip.

I can understand this reaction, but if you had paid for some of the extras that they denied you, not only would you have been able to enjoy those during the cruise, but you could now ask for a refund of a specific amount of money. And if they refused to refund you, you could try disputing that specific amount with your credit card. With a charge of $0, this option is unavailable to you.

 

Since you didn't actually spend any money, the only thing you can hope for is some vague "compensation" from NCL which will certainly be less than whatever these perks cost on paper. It will very possibly be $0, if they even bother to respond to you…

I would definitely follow up with a letter to NCL. Send it certified, so you know someone in Guest Relations/Customer Service got it. Write it factually, as you did on this thread, and include a copy of the amenity form they sent you when you booked. If you have the name of the person you spoke to at Guest Services on the ship, include that. Then just sit back and wait. You will probably get a response - may take a while, but I think you will.

I would email the contacts below. I had a problem on an NCL cruise and got an immediate response from customer relations after emailing these two executives at NCL. My issue was resolved to my satisfaction and I emailed a thank you to all parties for their prompt resolution.

 

EXECUTIVE CONTACTS

Primary Contact

Vivian Ewart

Vice President, Passenger Services

7665 Corporate Center Dr.

Miami, FL 33126

(305) 436-4011

vewart@ncl.com

 

Chief Executive

Andy Stuart

President and Chief Operating Officer

7665 Corporate Center Dr.

Miami, FL 33126

(305) 436-4000

astuart@ncl.com

 

 

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hawkeyetlse, I could have done as you suggested and just used those items anyway as if I was entitled but that could have been a very costly gamble on my part.

 

If I had decided to do that and then not got any reimbursement it could have cost well over $500.00 (after I added on the taxes and the US $ exchange rate I would have had to pay), and that was going conservative estimates on the number of ship to shore phone call minutes.

 

Not a chance I was really willing to take.

 

I'm not actually worried about getting any compensation for what I missed while I'm on the cruise. I'm more interested in how such a situation can happen and is it going to happen sometime again in the future.

 

I feel cheated out of something that I was given basically a "contract" for. Doesn't leave me with the warm fuzzies for NCL anymore. How can I trust when I book a cruise with them that I am going to get the value that I was promised?

 

We are Platinum Latitude members and have never had any problems of any kind in the past before. We enjoy Norwegian's product, along with other cruise lines.

Edited January 31, 2017 by MrsK

I would email the contacts below. I had a problem on an NCL cruise and got an immediate response from customer relations after emailing these two executives at NCL. My issue was resolved to my satisfaction and I emailed a thank you to all parties for their prompt resolution.

 

 

Thank you for the contact numbers. I appreciate your help.

From the way you described it, there were some problems with your booking and you had to get an NCL agent to fix things. That's always a red flag, when they have to go off-script and mess around manually with your booking… It sounds like maybe they made changes that were initially accepted by the system and confirmed, but then later detected as invalid and undone. That's just a guess.

 

You might want to start another thread asking if other people have successfully booked and cruised with both promos, Canada At Par and Norwegian Selects. Or people who tried and were unable to combine them. But in your case, I think NCL should have honored the perks that they confirmed.

 

I hope you receive a satisfactory answer.

Thanks hawkeyetlse, I think I will start another thread and see if anyone else has had the same problem.

I don't know anything about these specific offers, but from what I've read here it does seem as though hawkeyetise's theory is likely to be correct.

 

I'd agree that once a confirmation was sent then, unless it was corrected very soon afterwards then they should have honoured it.

 

Certainly once you were onboard was too late to decide that the confirmation you have was incorrect.

 

I'd agree that once a confirmation was sent then, unless it was corrected very soon afterwards then they should have honoured it.

 

Certainly once you were onboard was too late to decide that the confirmation you have was incorrect.

 

I agree with this.

 

Unfortunately NCL did not :p

 

I tried to argue, the , I've got a printed confirmation. How can you not honour the confirmation that you sent to me. They just kept replying, NCL onshore offices say no, so there's nothing we can do about it.

 

After 3 days out of my 14 day cruise visiting with guest services representatives I decided it wasn't worth wasting any more of my vacation over the aggravation.

I agree with this.

 

Unfortunately NCL did not :p

 

I tried to argue, the , I've got a printed confirmation. How can you not honour the confirmation that you sent to me. They just kept replying, NCL onshore offices say no, so there's nothing we can do about it.

 

After 3 days out of my 14 day cruise visiting with guest services representatives I decided it wasn't worth wasting any more of my vacation over the aggravation.

I was going to say how much would it have cost them to just give you the extra's, but 14 days calling home could have been a killer for them!

I am really amazed at the lack of cooperation you received, being a Platinum member. I hope this gets resolved successfully for you!

 

 

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I am really amazed at the lack of cooperation you received, being a Platinum member. I hope this gets resolved successfully for you!

 

 

Sent from my iPhone using Tapatalk

 

I really don't think that Guest Services are particularly bothered if you are a first time cruiser or a Platinum member. Equally so, the service that everybody receives should not be dependant on status.

I don't get it. Why does NCL email confirmations to it customers if they do not honor them? Doesn't that just make the confirmation useless? I have personally never had a problem with my reservations but I would be ticked off if this happened to me. Email Andy Stewart. He is much more responsive and helpful than Del Rio.