My wife and I, both Saphire members of NCL, booked an 11-day cruise starting on 0ct 2, 2023 from Quebec City and ending in Baltimore on Oct. 13, 2023. To book the cruise, we used two of our three CruiseNext certificates, of $250 each.
We were forced to cancel the cruise on Sept. 27, 2023, after our daughter in Holland was diagnosed with breast cancer. At the time of cancellation, we were told that our two certificates would be returned to our account. We were insured. Had we not been informed by NCL, rightly or wrongly, that the Cruisenext certificates would be credited back to us, we would have claimed them from the insurer. However, relying on its assurances, we did not. The insurance company paid our claim, but since we did not include the value of the CruiseNext certificates, they were not repaid to us.
Checking our account for another trip, we found out that the two Cruisenext certificates had NOT been returned to our account.
On December 28, 2023, we wrote to Cruisenext about this matter. On that same date we received an automated response from Cruisenext, which a assigned a case number to my claim, and stated: "We appreciate your patience as we work hard to get back to you as soon as possible. Please note, due to the high volume of inquiries, our response may take up to 3-5 business days".
Since I had not heard from them by January 3, I sent another email to Cruisenext inquiring about the status of my case. I received another automated response, saying that they would take "up to 3-5 business days" to respond. By January 19, we had received no response, so we wrote again, referencing again our case number. All we got was the same automated response.
On February 15 we again inquired about our case. This time we did not even received the automated response.
As Saphire Latitude memters we have traveled extensively with NCL.. We cannot understand why NCL and Crtuisenext have not responded to our repeated inquiries, and they are treating us so unfairly and shabbily. Tp those who have Cruisenext certificates, beware. Do not fall in the same trap we fell.
Mario & Cira Pabon