Double Billing cruise fare (website glitch beware)

[Maggie May #1]

First post, sorry in advance it is not positive. Usually just lurk to learn from others with more experience. Where to start, we have been on several cruise lines and travel at least twice a year and never complain. I'm just so upset it has made me want to cancel our current cruise. Where to start,

Problem is after 12 plus calls and 3 plus hours I'm been told that NCL had a computer problem that made them lose all of the bookings and payments made on the day we booked, this resulted in us being double billed. It took multiple calls to agency, cruise line and credit card company before NCL's error was even acknowledged. Fast forward another 6 calls almost two weeks since booking and still and the extra $4K plus is still on the card. I really feel like they (NCL)

does not care about the frustration or time this has taken to resolve. No doubt in the end the extra charge will be removed. But how can I trust them, to maintain a ship or do the right thing for their customers. I feel as through they do not care, I'm just a number and oh well- if we cancel someone else will book. :(

[djmess]

Unfortunately, NCL is not the only cruiseline with website glitches. I recently cruised Royal Caribbean and was on the RLI forum. There were multiple complaints about being billed twice, logging in and cruise price being repriced up to the current going rate.

 

So, although it is a pain in the rear, NCL is not perfect and neither are other cruiselines or travel sites.

 

If you put a formal complaint in to your credit card company while all is being worked out, then you should not be charged any interest on the double charge.

 

Watch your CC statements, but try to put this out of your mind and go into your cruise with a wonderful and positive attitude so that you can have a great time!

[Maggie May #1]

Completely understand that mistakes happen, but what about service recovery. This is where NCL has failed me, there is no excuse for it taking a couple of weeks to credit a double billing to a credit card and the fact that NCL can not look to confirm how much they have actually billed one of their passengers is concerning.

[emcelh]

Completely understand that mistakes happen, but what about service recovery. This is where NCL has failed me, there is no excuse for it taking a couple of weeks to credit a double billing to a credit card and the fact that NCL can not look to confirm how much they have actually billed one of their passengers is concerning.

 

Save yourself the frustration and let your credit card company resolve it. They have access to resources and contacts most of us don't have.

[Johnny Bananas]

You mentioned agency... I would let them and your CC company work this out with NCL.

 

Shoreside customer service or lack thereof has nothing to do with how the ships are maintained....

[Maggie May #1]

Truth is I've never had such difficultly getting a simple billing issue resolved. Next time that is the way we will handle it. It is just with every phone call we really thought that the issue would be fixed.

[bear3412]

.....Shoreside customer service or lack thereof has nothing to do with how the ships are maintained....

 

Exactly. Also, other lines have these and many other issues shoreside. Your not alone.

 

Life will be different and improve significantly once aboard. :D

 

Hang in there. :)

[triptolemus]

Save yourself the frustration and let your credit card company resolve it. They have access to resources and contacts most of us don't have.

 

This.

 

Any company, NCL or otherwise, would have exactly ONE chance to reverse an erroneous charge. They do not get any phone calls on the matter after that. CC company deals with it.

[Maggie May #1]

Admit, I have wasted way too much energy trying to get the agency and cruise line to resolve this. Why we did not contest the fee after the 1st call was a concern over losing the room on a cruise we really did want to go on. Some lessons are learned the hard way. Hope that maybe by me sharing my story others will take a different more enlightened path to resolution than I did.

[triptolemus]

Yeah...just shake it off any enjoy your time.

[nlstigger]

I was double charged too, but it was my computer's fault. It hung up duiring the purchase and then I re-submitted causing the second billing.

 

I called and they said they couldn't do anything for me that day, but that there is an automatic process that will generate the credit. It took a week or so. I saw the credit after I had made some dinner reservations. I opened my updated cruise docs and the credit was reflected.