On board account privacy

[lindacat]

I recently sailed on the Gem. On two occasions during the nine day cruise my on board account was shown to another party. On each of these occasions this individual requested a copy of his bill. On both occasions the front desk printed and presented him with my on board account statement. We were originally booked in the same cabin but switched rooms once on board. At no time were our accounts linked together.

 

I felt as though my privacy was violated, but NCL does not seem to think it is very important. Has something similar happened to anyone else?

[che5904]

Sounds like the confusion due to the cabin change.

 

When you say NCL does not think it is important. Are you referring to after you returned home, or while you were onboard.

 

Did you speak to a supervisor at the customer service desk or better yet the hotel director while onboard to make sure it did not happen again?

 

If after the fact, not really sure what NCL corporate could do except say "ooops sorry".

 

Not trying to belittle your privacy complaint, I actually think that sucks but I'm more interested in how it was handled onboard.

[DMH15]

My problem would mostly be with the person who asked for it. Twice.

 

 

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[luddite]

Switched rooms after boarding? The ship wasn't booked full?

[Beaver1975]

Just to clarify, did you inform the ships personnel about the room switch?

[che5904]

My problem would mostly be with the person who asked for it. Twice.

 

 

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:D :D Donna I was under the impression that the other person was requesting their own. But I'm rather curious, how this poster knew they had handed it to another person. Seems rather odd that they would be at the service desk at the same time twice, unless they were friends or related. :confused:

Edited January 15, 2014 by che5904

[lindacat]

After the first time it happened, the woman at the desk apologized and said that it was due to the rooms being switched. I am a female and the person who requested the bill is male. I asked how they could have mistaken him for a Linda and the just said "sorry".

 

On the second to last night of the cruise it happened again. I found out when he came down to the casino and joked about needing a heart pill after he saw how much I had spent on the cruise. I went back to the desk and complained again and all they did was shrug and say oops sorry.

 

I know that there is not much they could do after the fact, but I felt I deserved more than a shrug and an "oops sorry" when it happened a second time.

 

I was just wondering if anyone else had a similar occurrence.

[hawkeyetlse]

I suppose it is a violation of privacy, but given the nature of this "private information" I wouldn't get too worked up about it. You can walk down the hallway on the last night of the cruise and collect all your neighbors' account statements if you want.

[lindacat]

Yes we were a party of four booked into two casino rooms. Once on board, we rearranged the group so that I cruised with my mother and our friend and his girlfriend roomed together.

 

The switch was done at the front desk.

 

The first time we were both sitting in the atrium when Frank decided he needed to see his bill. They swiped his room card and printed my bill. He was looking for a credit as he had won Deal or no Deal and wanted to see the winnings on his account. When he couldn't find the credit he asked me to look. When I looked I noticed that the name on the account was mine not his. We went back to the desk together. I complained about them releasing my bill to him, they apologized and said it was because of the room switch.

 

 

The second time He went to the desk himself. He told me he first looked at he balance and realized he had the wrong bill again. He went to the desk and obtained his bill. I only found about the second occurrence because he tracked me down in the casino and joked about my balance giving him a heart attack.

 

I went to the desk alone the second time.

[NMLady]

I recently sailed on the Gem. On two occasions during the nine day cruise my on board account was shown to another party. On each of these occasions this individual requested a copy of his bill. On both occasions the front desk printed and presented him with my on board account statement. We were originally booked in the same cabin but switched rooms once on board. At no time were our accounts linked together.

 

I felt as though my privacy was violated, but NCL does not seem to think it is very important. Has something similar happened to anyone else?

 

Sounds as if the room switch didn't get into the accounting software.

[SeaShark]

While I firmly believe that a person has a right to their privacy, you have to appreciate the irony of discussing it on a public message board.

 

 

In front of EVERYONE. :rolleyes:

[che5904]

I know that there is not much they could do after the fact, but I felt I deserved more than a shrug and an "oops sorry" when it happened a second time.

 

Well since you already say you know there isn't much more they can do after the fact and yet say you think you deserve "more". What exact "more" do you want them to do. Sometimes if the answer is not obvious (and you admit that yourself), you actually have to tell them exactly what you do expect them to do to make you a happy customer.

[LizG12]

I asked how they could have mistaken him for a Linda and the just said "sorry".

 

Pretty easily if English, or more likely a latin-based, language isn't theirs. Not every language follows 'the rule' that names ending in 'a' are female.

[mpk218]

A simple error in room swapping. If it had been a stranger down the hall that would be a screw up for sure. But the card not getting switched to the right person in YOUR party is not that huge of a security leak in my eyes.

I would be more pissed that I had to go down twice to customer service..

 

Perhaps I feel this way because , as mentioned above its not really State secrets.

ALL the final bills are tucked halfway under every door on the final night . Not unlike most hotels. Plus , no credit information is on that bill , only your name and how many drinks you bought :eek:

 

P.S. Im not giving NCL any excuses , just it was a small bad ;)

[hpecorari]

When sailing the breakaway you can look at your room accounts on the TV.

 

I had my account set up with my CC and my niece had her account set up with her CC.

 

When looking at room accounts she could click my name at anytime and I could click her name at anytime.

 

I understand we're in the same room and that's why the room account shows up with both names.....

 

But I DIDN'T like that she could see my account billing!

 

Harriet

[hawkeyetlse]

Pretty easily if English, or more likely a latin-based, language isn't theirs.

I think the Guest Services staff should have good enough English and knowledge of the world to know that "Linda" is typically a woman's name. It's more likely that the staff member(s) just didn't bother looking at the name on the print out to make sure that it matched the name on the keycard. And I wonder if they checked the photo associated with the card to make sure that they had the right person standing in front of them. This should be standard procedure when handing over potentially sensitive information. If NCL notices this thread, maybe they'll send out a reminder to all GS staff. I think that would be a good result.

 

By the way, Linda, how much was your bill, anyway? :D (ETA: Never mind, I just called up NCL and they told me :p)

Edited January 15, 2014 by hawkeyetlse

[hpecorari]

ALL the final bills are tucked halfway under every door on the final night . Not unlike most hotels. Plus , no credit information is on that bill , only your name and how many drinks you bought :eek:

 

Or how much you spent in the Casino ::double eek::

Why I'm always the first one up to get that bill from under the door or outside the door!

 

Harriet

who at least doesn't drink! LOL

Edited January 15, 2014 by hpecorari

[che5904]

I think the Guest Services staff should have good enough English and knowledge of the world to know that "Linda" is typically a woman's name. It's more likely that the staff member(s) just didn't bother looking at the name on the print out to make sure that it matched the name on the keycard. And I wonder if they checked the photo associated with the card to make sure that they had the right person standing in front of them. This should be standard procedure when handing over potentially sensitive information. If NCL notices this thread, maybe they'll send out a reminder to all GS staff. I think that would be a good result.

 

By the way, Linda, how much was your bill, anyway? :D

 

In my experience guest services knowledge of the English language is extremely limited unless you speak to a supervisor.

 

Having sailed prior to the wonderful ships that have bill viewing on their TV. I went at least every 2nd day and have my bill printed. Two reasons, I want no surprises at the end of my cruise and to keep an eye on my expenditures.

 

They took my cabin number, printed it on their printer that the paper came out upside down. Then flipped it over as they handed it to me. Not once did they look at my name, or any place I seen that could have matched my photo. They didn't even double check to see that what they printed matched my cabin number. I also seen the exact same approach for everyone in front of me that had the same request.

 

Also while on the subject of customer service practices, a funny story to us, but possibly a worrying story to some. The first morning at sea, DH went to grab a bite for breakfast, when returning to our cabin forgot his cabin # and of course they are not written on the room key. He sheepishly went to the front desk to find out what room he belonged in :D. Now here is the part that may worry some. All he did was give them his first and last name and they gave him his room number, no need for ID, did not hand them his key card.

[lindacat]

I actually wouldn't mind so much a stranger seeing what I spent. I do not know them and they do not know me. I always charge my gambling on my room card and I did not want my "friend" to know my personal business. The first time I accepted it as a mix-up, but it happened twice.

 

As far as what I would have liked. A more heartfelt apology. More than a shrug and an oops?

[tvguy72]

Don't worry, adult movie titles do not appear on your room bill.

 

But, get that gambling problem in check...

[SissasMomE]

I actually wouldn't mind so much a stranger seeing what I spent. I do not know them and they do not know me. I always charge my gambling on my room card and I did not want my "friend" to know my personal business. The first time I accepted it as a mix-up, but it happened twice.

 

As far as what I would have liked. A more heartfelt apology. More than a shrug and an oops?

 

Should they have fallen on a sword or something? LOL

[garycarla]

..I felt as though my privacy was violated, but NCL does not seem to think it is very important. Has something similar happened to anyone else?

 

There are lots of comments and questions, but most are just blah-blah-blah by various folks. (not meant to an insult to anyone here)

 

Here is my question.

What should NCL have done about this?

 

What would you have done about it?

Edited January 15, 2014 by garycarla

[artist47]

There are lots of comments and questions, but most are just blah-blah-blah by various folks. (not meant to an insult to anyone here)

 

Here is my question.

What should NCL have done about this?

 

What would you have done about it?

 

I'm an artist but I also have a day job working with the public. If I were the desk rep, I would have apologized and asked my supervisor for drink comp. for the lady. Swords are too messy. Drinks are more fun.

 

Or, if she did not drink, perhaps a $10 credit in the gift shop.

[Ilovesailing]

What a waste of energy! What could you personally be hiding thats so confidential, maybe that your an alcoholic and drinks are showing on your bill.

[hawkeyetlse]

Or, if she did not drink, perhaps a $10 credit in the gift shop.

Better: 10% off a minimum purchase of $100. Also valid in the Photo Gallery and Internet Cafe. :)