My wife and I had to cancel a recent Alaska cruise to celebrate my 60th Birthday as she tested positive for Covid on our pre departure covid test. We informed NCL of our cancellation 3 days before our embarkation and the cruise showed as cancelled on our account. During the conversation we were advised that 'as we were cancelling due to covid within 14 days ' we would be reimbursed in the form of part cash refunded to our original method of payment and the remainder in Future Cruise Credit (FCC). We were directed to make a case submission via the NCL website which we duly did. We received confirmation of our submitted request and were asked to allow 30 days for a response. Seven days after we noticed a credit to our credit card of approximately 20% of the invoice total. without any correspondence from NCL to advise us of this. I made a call to NCL and was advised that different teams deal with the FCC and cash refunds and that I would hear within 30 days.
Today I received my first email from them. It included a sentance ' if you purchased travel insurance, please first file a claim directly with your insurance carrier. Should your claim be denied, please reply to this email with the documents requested below so we may move forward with your request for a future cruise credit: '
I was really shocked by this. I was lead to understand in my previous call that the FCC would be issued and show in my account. There was no mention of 'claiming from my insurance company.
Having checked with my insurance provider they advised me to inform NCL that although I do have travel insurance I would only want to make a claim as a 'last resort'. In order to do so I would need a letter from NCL clearly stating that they are prepared to pay and what will not be refunded in the form of FCC. I sent a reply to the email from Roxane NCL Guest Co-ordinator but I am really disappointed that I will now be engaged in a drawn out process. I really feel unsettled / unsure about making a booking for next year. It has not been possible to speak 'in person' with a member of their team and It looks like future correspondence will be by email with inherent delays.
Is anyone else in the same or similar position ? Would welcome any advice that would help me to remove this situation ?
