Huge penalty for cancelling one person in final week

[wichitastatecruiser]

Yes, I understand your point, but still think it's a harsh way of dealing with this situation. I'm sure some people would take the route you suggest, but I'd be amazed if very many did (and you couldn't keep on doing it).

 

Basically, the implication is that NCL's policy is based around the assumption that people who cancel one person in a room at this point are doing so as part of an insurance fraud (because taking out insurance to cover an event you intend to cause is fraud). I still find that to be harsh.

 

Next time the OP should have a single individual pay for the cabin. The reason this is happening is because the cabin was charged to two separate accounts. If only one account was charged they two individuals could work out their own method of paying one or the other back and they could cancel a person out without a penalty.

[tedwit]

OMG! Thanks for the laugh. Made my day!

 

 

So, a poster said they booked 7 cabins and the OP is traveling in the group. Is it possible the OP has a free berth for booking the group and if one cruiser cancels then the group doesn't meet the minimum for the free berth, so now the free berth also has to pay?

 

 

It takes a lot more cabins than 7 for a free cruise. All a group that size got was $50 OBC per cabin. Apparently you are making insinuations without having any idea what you are talking about.

[newmexicoNita]

Most travel agents would know this. Yes?

 

No show still pays - or should I say, they already paid and will not get anything back.

 

We too often think alike. I was about to say the same thing: OP, how long have you been an agent and did you discuss with your boss or the corporate office of the company you work for? This isn't a situation people on this board can answer with true knowledge.

 

for those who want to know about a group booking, it takes 8 cabins to make constitute a group. and 16 people for one passenger to cruise free.

 

yes, the call would have been recorded; when a legit TA calls a cruise line they have a special number they call, the representative will know exactly what travel agency is calling. Then the first thing the agent will ask, when they find out it is question about a booking is, can I have the reservation number please. That gives them all the information they need. Now, if the agents is just a guy or gal, not really connected with a major agency, we have a different situation: we have an agent possibly in name only.

Edited August 28, 2014 by newmexicoNita

[tedwit]

Next time the OP should have a single individual pay for the cabin. The reason this is happening is because the cabin was charged to two separate accounts. If only one account was charged they two individuals could work out their own method of paying one or the other back and they could cancel a person out without a penalty.

 

 

He did originally book the cabin for one and months later added her for an additional charge for taxes and port charges. Who said the cabin was charged to two separate accounts?

[newmexicoNita]

I was wondering the same thing. Do TAs go through a certification process and testing?

 

Unfortunately not many anymore and that is what gives the good ones and companies a bad name. This is why it is important to ask questions when using one and getting referrals from friends. A good agent can be priceless, but not agents have the background to know enough about traveling to be good councilors. Let me add though, no matter how much training or experience an agent has, just like any field, there will be times when the face situations for the first time.

[tedwit]

Right....because as everyone knows, a good TA always seeks advice from Internet message boards :rolleyes:

 

Do you actually think the Norwegian Cruise Academy covers this situation. And another TA wouldn't know either unless the same thing happened to him. And when I talk to an NCL rep about anything I usually get a different answer from each one I talk to. I am trying to help somebody by possibly finding someone that had the same experience. If you get your rocks off by bashing me then go right ahead.

[DrNora]

If the ACL is not compromised, your patient may want to opt for a knee resurfacing procedure as opposed to a TNR. The procedure will preserve the integrity of the ACL and MCL and have a shorter recovery period.

 

:D Sorry, couldn't help myself.

 

TKR, not TNR

 

Sorry. Couldn't help myself!!

[hawkeyetlse]

Next time the OP should have a single individual pay for the cabin. The reason this is happening is because the cabin was charged to two separate accounts.

One account, two accounts: It doesn't matter. All that matters is that there are two passengers in the cabin, whose individual cruise fares are individually subject to the cancellation policy.

Basically, the implication is that NCL's policy is based around the assumption that people who cancel one person in a room at this point are doing so as part of an insurance fraud

I don't believe there is any assumption necessarily; that's just how the 100% cancellation penalty and the single supplement policy work. Both of these policies are designed to favor the cruise line and not the passenger, but they are legitimate policies and I think most of us understand their justification.

 

I agree however that it is "harsh" for both policies to apply strictly in this case to penalize both passengers in the booking, but the average phone rep would not be able to do anything about it. I would like to believe that if one chose to pursue the matter, someone higher up would eventually concede that NCL doesn't really need to collect the equivalent of three cruise fares for a cabin with only one passenger in it.

[wichitastatecruiser]

One account, two accounts: It doesn't matter. All that matters is that there are two passengers in the cabin, whose individual cruise fares are individually subject to the cancellation policy.

I don't believe there is any assumption necessarily; that's just how the 100% cancellation penalty and the single supplement policy work. Both of these policies are designed to favor the cruise line and not the passenger, but they are legitimate policies and I think most of us understand their justification.

 

I agree however that it is "harsh" for both policies to apply strictly in this case to penalize both passengers in the booking, but the average phone rep would not be able to do anything about it. I would like to believe that if one chose to pursue the matter, someone higher up would eventually concede that NCL doesn't really need to collect the equivalent of three cruise fares for a cabin with only one passenger in it.

 

Actually it DOES matter how many accounts there are. If they had charged all of the money to one persons credit card then that person already paid for two people. As long as one person's name remains on the cabin you can remove another passenger. Example: If I book a cruise for myself and my mom and put it ALL on my credit card I can change her to someone else or totally cancel her out up to three days before the cruise with no penalties because I paid for two people. Now if she paid her half on her card and mine on mine and one of us cancelled after final payment then that person would incur the penalty and the remaining person would have to pay the remaining half.

[more cruises]

It takes a lot more cabins than 7 for a free cruise. All a group that size got was $50 OBC per cabin. Apparently you are making insinuations without having any idea what you are talking about.

 

I was making "assumptions" or "speculations" about why such a high fee would be assessed. The word "insinuation" has such a negative connotation and nothing negative was inferred in my post.

[hawkeyetlse]

Actually it DOES matter how many accounts there are. If they had charged all of the money to one persons credit card then that person already paid for two people. As long as one person's name remains on the cabin you can remove another passenger. Example: If I book a cruise for myself and my mom and put it ALL on my credit card I can change her to someone else or totally cancel her out up to three days before the cruise with no penalties because I paid for two people.

The OP has stated that everything was on one account: the man in the couple paid for both passengers. And there is still a penalty. You definitely cannot cancel a passenger three days before sailing with no penalties, no matter who paid for them or how. NCL also states that name changes are considered to be cancellations and incur the same penalties.

[Cruisercl]

Regardless of this being cc or not, logical deduction and life experience tells us that they keep phone logs.

 

This is one reason why I only use my cell or a family members cell for certain calls versus using my landline for certain calls

 

 

Sent from my iPhone using Forums

 

Not necessarily!! :)

I would not agree with you 100% on your analysis 'Regardless of this being cc or not, logical deduction and life experience tells us that they keep phone logs.'......seems illogical and speculative; not sure what data this is based on, this seems anecdotal and an opinion. :)

 

However if that is your opinion, I will respect it and totally agree on using a cell phone for certain calls.

Edited August 28, 2014 by Cruisercl

[justhere]

Doesn't matter. I use my land line phone and number is always blocked and private. However, they always call me back, somehow, getting that number I'm calling from even though I don't give name, etc. but am calling for basic info.

 

Harriet

If you are calling a toll free number your number isn't blocked. That's how they are calling you back.

[luvtheships]

Not necessarily!! :)

I would not agree with you 100% on your analysis 'Regardless of this being cc or not, logical deduction and life experience tells us that they keep phone logs.'......seems illogical and speculative; not sure what data this is based on, this seems anecdotal and an opinion. :)

 

However if that is your opinion, I will respect it and totally agree on using a cell phone for certain calls.

 

Ok um so a large corporation does not have their cust service personel log in the calls they take? My opinion is that they do log on the discussions from all cust service inquiries especially if a particular ressie is referenced.

 

As the customer if I am calling with a problem that I know will need follow up I outright ask them if they are documenting the call

 

I know the some companies even notate tone of voice and cust attitude as well.

 

 

So yes if you call and give them your ressie # I would bet that if you called back again they would have the info from the first call on your file

 

First hand experience on this!

 

 

 

 

 

Sent from my iPhone using Forums

Edited August 29, 2014 by luvtheships

[Samstress]

I must be really stupid;) Or, I am totally missing something here (not the first time this has happened). If the person who cancelled had insurance covering the cancellation then NCL wouldn't be out a dime..they would still get their money. If this person didn't have insurance, then NCL gets to keep the money that was originally paid. So where does a penalty come into play. Is it because of the lost revenues from what they expect that passenger to spend onboard? Just curious.....

[CasinoCruzGirl]

I almost had to cancel my last cruise I was taking with my SIL and niece. I booked it with a casino cert. when I called a week before the cruise to find out what my options were....there were NONE. My SIL and niece would have to pay more because I was the one with the certificate not them and yes there was a penalty fee amount I don't remember what it was because I was hysterical it's all a fog right now but I remember I wasn't a happy camper. Needless to say it all worked out and I went on the cruise but it was a scary 24 hours.

[hftmrock]

I must be really stupid;) Or, I am totally missing something here (not the first time this has happened). If the person who cancelled had insurance covering the cancellation then NCL wouldn't be out a dime..they would still get their money. If this person didn't have insurance, then NCL gets to keep the money that was originally paid. So where does a penalty come into play. Is it because of the lost revenues from what they expect that passenger to spend onboard? Just curious.....

 

 

if you are booking a cabin and you are solo, you pay a supplement rate which is close to double the normal rate.

 

they booked a cabin for 2 and one person is cancelling. not only does the person lose their fare, the person going is now solo and needs to pay the supplement rate (which is what they are calling the penalty)

[Cruisercl]

Ok um so a large corporation does not have their cust service personel log in the calls they take? My opinion is that they do log on the discussions from all cust service inquiries especially if a particular ressie is referenced.

 

As the customer if I am calling with a problem that I know will need follow up I outright ask them if they are documenting the call

 

I know the some companies even notate tone of voice and cust attitude as well.

 

 

So yes if you call and give them your ressie # I would bet that if you called back again they would have the info from the first call on your file

 

First hand experience on this!

 

 

Sent from my iPhone using Forums

 

:p; don't you just love Cruise Critic!

 

IMO, it is mostly an opinion forum, based on anecdotal experiences, but occasionally there is some factual information but the information here can really only be verified by NCL. Again, opinions should be respected.

 

Happy and safe cruising all! :)

Edited August 29, 2014 by Cruisercl

[wasiii]

if you are booking a cabin and you are solo, you pay a supplement rate which is close to double the normal rate.

 

they booked a cabin for 2 and one person is cancelling. not only does the person lose their fare, the person going is now solo and needs to pay the supplement rate (which is what they are calling the penalty)

 

.....why cancel? Just become a no-show so the other person does not incur a penalty.

 

wasiii

Edited August 29, 2014 by wasiii

[Love my butler]

Most travel agents would know this. Yes?

 

No show still pays - or should I say, they already paid and will not get anything back.

 

Guess I am smarter than most travel agents because I know it. No shows don't pay any more, and actually get some refunds. I guess I know more than you too.....

[pokerpro5]

Doesn't matter. I use my land line phone and number is always blocked and private. However, they always call me back, somehow, getting that number I'm calling from even though I don't give name, etc. but am calling for basic info.

 

Harriet

 

Off topic, but I'll explain this.

 

There are two ways your phone number gets received by a party you call.

 

One way is caller ID, which you can block. (By the way, when you block it, you aren't REALLY blocking your number. You are sending a signal to the other person's phone company not to display it, which the major companies all do, but some small VOIP companies don't!)

 

The other way is ANI (Auto-Numeric Identificaion). ANI does not exist on regular phone lines, but does on many 800 numbers. There is no way to block ANI, so whenever you call an 800 (or other toll free) number, expect that they can see the number you're calling from.

[hpecorari]

If you are calling a toll free number your number isn't blocked. That's how they are calling you back.

 

Hmmm, thanks! I should have said 'unlisted' number. Not sure if that makes a difference being 'unlisted' rather then 'blocking'.

 

Either way, nice to know!

 

What I've been known to do now is call from my fax machine number. They call that back it simply rings until the fax machine picks it up!

 

 

Harriet

Edited August 29, 2014 by hpecorari

[pokerpro5]

Anyway, this is an interesting discussion topic, and one where I'd like an answer, just out of curiosity.

 

The subject at hand is getting mucked up because some people are making a big deal about a TA asking questions here. Who cares? Get over yourselves and lets focus on the real issue.

 

Anyway, do we have confirmation yet that, in the event of a last-minute cancellation, a single cruiser has to pay an ADDITIONAL penalty beyond their companion forfeiting their fare? Because that really makes no sense, and is a pretty damn shady business practice if true. As someone pointed out, they are forcing a single cruiser to pay TRIPLE to occupy a double-occupancy room.

 

But as others pointed out, perhaps the NCL rep just wasn't communicating the whole thing well. Or maybe the NCL rep was clueless.

 

I almost want to call NCL myself and ask this hypothetical question, just to end this whole debate.

 

It would be ludicrous if the second person no-showing somehow dodges a penalty, which otherwise would be paid for canceling that same person. No-showing just creates hassle for NCL because it is unclear to them what happened to that person, whereas a cancellation gives closure. If NCL is punishing the people who are responsible and inform them that the second passenger can no longer make it, that's really bad.

 

But before we castigate NCL for this, we should find out the truth here.

[hpecorari]

Off topic, but I'll explain this.

 

There are two ways your phone number gets received by a party you call.

 

One way is caller ID, which you can block. (By the way, when you block it, you aren't REALLY blocking your number. You are sending a signal to the other person's phone company not to display it, which the major companies all do, but some small VOIP companies don't!)

 

The other way is ANI (Auto-Numeric Identificaion). ANI does not exist on regular phone lines, but does on many 800 numbers. There is no way to block ANI, so whenever you call an 800 (or other toll free) number, expect that they can see the number you're calling from.

 

I just responded in another post that I should have said 'unlisted number' but I'm guessing that it doesn't matter if the number is 'unlisted' or blocked'.

 

Still nice to know.

 

Harriet

[hpecorari]

Unlisted only applies to directory assistance and the phone book. It has nothing to do with your number being blocked, as it appears you have guessed.

 

BTW, it is time for phone companies to stop charging people NOT to list their number! What a scam!

 

Duh! I guess that's why I also have my phone number auto blocked! Either way, when calling certain people I just use the phone attached to my fax...which is also blocked but if a company calls back they get the fax.

 

Harriet