Adam Packett

As far as I know it is pretty simple: 1. Room was booked with FAS packages. 2. Asked rep if we upgraded to a suite that we would still have FAS packages. Was told Yes... 3. Upgraded room 4. No FAS packages present Rep screwed up... should have informed us correctly before we upgraded. No apology, no help.... just what is your credit card number.... that will be $350... After we've given them 5 grand. That's my gripe....

Edit... Ignore 🙂

How does the time frame even matter here? Why should I need to back check NCL? I mean yes, it is always a good idea.... But how is this the customer's issue? It isn't about the money.... If you promise a customer something and you screw up, it is on you to make it right.... within reason of course.

was this charge for the FAS gratuities? - No I'll guess that the agent assured you that FAS package was included in your booking - Correct... and it is in fact no longer in my booking despite being informed that it was.

We will have to agree to disagree here.... The rep specifically told us that it was included in the purchase. If they screwed up, it isn't on the customer.... It is on them. Especially something at that price point. It is all about customer service.... of which there is none.

Thanks for the help... Unfortunately it isn't a Haven Suite.

The $350 is the cost of the upgrades that were removed without my knowledge. (Specifically told that they were STILL in the package actually.) And no, I did not pay them.

If a car salesman says that the car I'm ordering has a stereo, and it arrives without a stereo.... Yes I would demand what I was told I would be receiving.... at no extra cost.

I understand all of this. However this was not what was presented at time of sale.

Maybe\ Maybe not... But it isn't the customer's problem that the rep screwed up. It is the cost of doing business if they want to keep customers happy. A $350 package probably costs NCL a hundred bucks.

The sad part is we never had this much trouble with Carnival.... LOL It is insane.

Yea, and under 120 days...

Honestly I would... and I told the rep exactly that. However we were the ones that invited our friends to come along. We are kind of stuck. I'm sure that we will wind up paying them more money at this point.

So.... I'll try to keep this short but if anyone has any ideas I would really appreciate it... The wife and I originally purchased a standard balcony room back in September for a 3/2024 sailing. The room came with the "Free at sea" program with a Restaurant and Beverage package. We also purchased access to the Vibe Beach Club for our entire sailing (7 Days) Trip was paid off in October: $3000 plus total In November we decide to upgrade to a suite. All is well until the agent determines that they can no longer find the Vibe Beach Club access and they want $500. I have proof that the access was purchased via their own web site, yet he wants another $500 when we call to upgrade the room. We get it sorted out after 30 minutes of on hold and I specifically ask: "Do we still have the Free At Sea Promotions?" He answers emphatically: "Yes" Now $5200 + total paid December 1st: I still do not see the Vibe Beach Club Access on our itinerary on the web site. Call NCL.... They confirmed the Vibe Beach Club Access but now we no longer have the upgrades. Rep states that the previous rep was incorrect. Wants $350 for items that were already purchased and assured that we had. Spoke with a "supervisor". Wants $350 dollars. Basically admitted that it was a rep screw up but I get to pay them more money because we decided to upgrade our room (Give them an additional two thousand dollars). I told the "supervisor" that at this point we are stuck on the trip due to going with others but stated point blank: No matter how awesome the cruise experience may be, I will never recommend NCL to anyone I know because NCL's customer experience is terrible. It isn't about the money.... NCL flushes tens of thousands of dollars a day in bilge water. Anyone have any ideas ideas on who to speak to? Thanks in advance cruisers!