Who/where is the best contact regarding an issue with a recent cruise?

[hawkeyetlse]

A confirmation is mostly useless, because even if it's authentic, it's only valid the moment it's produced. Your booking can be changed any number of times by the time you set foot onboard, and whatever the confirmation said may no longer be true. That's why they usually won't do anything for you simply because you showed them a confirmation; they verify that it's in their system, too. (It's still useful to have your confirmation, because it tells them exactly what to look for.)

 

All of that said, what apparently happened in the OP's case is out of the ordinary. Things don't normally change just like that, without the customer doing anything or at least being notified. And when they contacted shoreside to look into the OP's case, they should have been able to retrace everything that happened with the booking. Unfortunately, the ship only passed along the "no" decision, so the OP should definitely contact NCL for further details and a reexamination of the booking.

[MrsK]

I really don't think that Guest Services are particularly bothered if you are a first time cruiser or a Platinum member. Equally so, the service that everybody receives should not be dependant on status.

 

I'm pretty sure that I never mentioned at any time to the Guest Services people that I was a Platinum level.

 

They might have been able to see that for themselves when they pulled up the reservation, or maybe not? I don't really know that.

Edited February 1, 2017 by MrsK

[NLH Arizona]

I'm pretty sure that I never mentioned at any time to the Guest Services people that I was a Platinum level.

 

They might have been able to see that for themselves when they pulled up the reservation, or maybe not? I don't really know that.

I might have missed it, but did you call NCL since you've been back? If so, what did they say? If they said you were entitled to the items, what was their reasoning?

[MrsK]

I might have missed it, but did you call NCL since you've been back? If so, what did they say? If they said you were entitled to the items, what was their reasoning?

 

So, I started by calling the customer service number that I was given onboard the ship.

 

Talked to a gentleman and you want to know his answer......

 

"always make sure that you book your cruises more than 30 days before sailing date so that you don't lose any of the perks" :eek::rolleyes::rolleyes::rolleyes:

 

WHAT? Thanks for that piece of useful advice. He seemed to use the fact that we booked before 30 days out as the reason why we didn't get them?

 

He gave me an address to submit my case for review.

 

So I guess, I will go to some of the emails that were suggested further up in this thread.

Edited February 1, 2017 by MrsK

[NLH Arizona]

So, I started by calling the customer service number that I was given onboard the ship.

 

Talked to a gentleman and you want to know his answer......

 

"always make sure that you book your cruises more than 30 days before sailing date so that you don't lose any of the perks" :eek::rolleyes::rolleyes::rolleyes:

 

WHAT? Thanks for that piece of useful advice.

 

He gave me an address to submit my case for review.

 

So I guess, I will go to some of the emails that were suggested further up in this thread.

So basically he didn't give you any real answer, WOW! Was this the same number as the post cruise Guest Relations number? If not, I would try calling them and ask for one simple question to be answered. If I had the confirmation and you told me when I booked the cruise, why didn't I get the items promised. If that person can't answer, then I would ask for a Supervisor and if that person can't answer, I would definitely send an email to Frank Del Rio and Andy Stuart and ask why a simple question could not be answered.

[DinaS]

So, I started by calling the customer service number that I was given onboard the ship.

 

Talked to a gentleman and you want to know his answer......

 

"always make sure that you book your cruises more than 30 days before sailing date so that you don't lose any of the perks" :eek::rolleyes::rolleyes::rolleyes:

 

WHAT? Thanks for that piece of useful advice. He seemed to use the fact that we booked before 30 days out as the reason why we didn't get them?

 

He gave me an address to submit my case for review.

 

So I guess, I will go to some of the emails that were suggested further up in this thread.

 

 

Well that's one of the most USELESS and IRRELEVANT pieces of advice I have heard yet.

 

I hope you got his name - you should mention that little tidbit when you write to the next department/person/group.

[MrsK]

So basically he didn't give you any real answer, WOW! Was this the same number as the post cruise Guest Relations number? If not, I would try calling them and ask for one simple question to be answered. If I had the confirmation and you told me when I booked the cruise, why didn't I get the items promised. If that person can't answer, then I would ask for a Supervisor and if that person can't answer, I would definitely send an email to Frank Del Rio and Andy Stuart and ask why a simple question could not be answered.

 

Yes the same number... 1-866-625-1164.

 

No, he was pretty much useless. He was also not all that pleasant about it.

 

I started out by saying that I just wanted someone to help me understand what had happened with my reservation.

 

Well that's one of the most USELESS and IRRELEVANT pieces of advice I have heard yet.

 

I hope you got his name - you should mention that little tidbit when you write to the next department/person/group.

 

Yes, I do have his first name at least, along with the date and approximate time that I spoke with him.

Edited February 1, 2017 by MrsK

[NHL Philly Fan]

So, I started by calling the customer service number that I was given onboard the ship.

 

Talked to a gentleman and you want to know his answer......

 

"always make sure that you book your cruises more than 30 days before sailing date so that you don't lose any of the perks" :eek::rolleyes::rolleyes::rolleyes:

 

WHAT? Thanks for that piece of useful advice. He seemed to use the fact that we booked before 30 days out as the reason why we didn't get them?

 

He gave me an address to submit my case for review.

 

So I guess, I will go to some of the emails that were suggested further up in this thread.

 

 

I do not follow. Bookings made within 30 days of the sailing date DO NOT qualify for the freebies usually. It is unclear as to whether you booked within the 30 day window or before it, but if it was within the 30 day window chances are that is the entire issue.

[MrsK]

I do not follow. Bookings made within 30 days of the sailing date DO NOT qualify for the freebies usually. It is unclear as to whether you booked within the 30 day window or before it, but if it was within the 30 day window chances are that is the entire issue.

 

The booking was made 11 days before the sailing.

 

I made an online booking and then actually spoke to someone at NCL who verified that I qualified for the free ship to shore calls, an internet package, casino play and 10 free photos, apparently known as the Norwegian Selects package.

 

It was clearly stated on the website when I booked the cruise that these freebies were indeed included in with the cruise fare and I received a confirmation that states that I was to receive the items.

 

Edited to add that there were lots of freebies offered at the time that I booked including beverage packages, dining packages, internet packages and more. Including the Canadian at Par offer which I selected and received.

 

I was on the Breakaway out of New York and I think they were trying to fill the ship at the last minute.

Edited February 1, 2017 by MrsK

[hawkeyetlse]

I do not follow. Bookings made within 30 days of the sailing date DO NOT qualify for the freebies usually.

Yes, they DO usually. For a short period at the end of 2015, they introduced a 30-day advance booking requirement to get the Choice perks, but that only lasted for a couple of months.

 

At the moment, even if you book the day before sailing, you qualify for Free At Sea perks and for Norwegian Selects perks (on eligible Gem and BA sailings). I'm only talking about US bookings here; the rules/promos are different in other offices.

[MrsK]

An email has been sent.

 

I will update if and when I hear anything.

[MrsK]

UPDATE:

 

I received a phone call a few minutes ago from someone at NCL.

 

He just wanted to let me know that my email had been received and that he was going to look in to what happened.

 

He said I would hear from him either today or tomorrow sometime.

[MrsK]

FINAL UPDATE:

 

Got a call this morning from NCL.

 

The gentleman said he had totally reviewed our situation and that we should not have been eligible for the Norwegian Selects package. The computer screen clearly stated that we should have when I booked but I let that go.

 

He says the problem comes down to a customer service error. The lady I spoke to on the phone obviously tried to force the package onto our reservation.

 

If I had left it at that, then probably we would have gotten it while we were onboard. But, then I went online to prepay my soda package and our gratuities. That triggered the computer to recognize that the Norwegian Selects package shouldn't be there and it deleted it. I didn't notice that that happened and went blissfully onboard non the wiser to the fact that we no longer had the perks we thought we did.

 

He said that since it was obviously a customer service error (the agent did not recognize that we were not eligible and did not explain that to me when I called), he offered us some onboard credit as a compensation. Not that I was looking for compensation. I more wanted to know how this happened and how to prevent it from happening again.

 

The lesson I learned: make sure if you make any changes to your booking that you check your confirmations carefully to ensure it contains what you think they should.

[Crusin6]

Will you have to book another cruise to use that obc or are they sending you a check or putting through a credit card refund now?

 

 

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[hawkeyetlse]

Thank you for the update! Good to know that purchasing extras can cause the system to re-verify (and potentially invalidate) your existing amenities.

[MrsK]

Will you have to book another cruise to use that obc or are they sending you a check or putting through a credit card refund now?

 

 

Sent from my iPad using Forums

 

I think we will have to book another cruise to use it.

 

He said that he will attach the OBC to our Latitude numbers.

 

I'm still waiting for an email from him confirming the outcome of his review but I have no reason to doubt that I will get it. He seemed very thorough and always called when he said he would.

[MrsK]

Thank you for the update! Good to know that purchasing extras can cause the system to re-verify (and potentially invalidate) your existing amenities.

 

Yes this is a good lesson to learn. Always keep an eye on things.

[NLH Arizona]

Yes this is a good lesson to learn. Always keep an eye on things.

Thanks for the update. I'm glad to hear that NCL took responsibility for their mistake.

[DinaS]

FINAL UPDATE:

 

Got a call this morning from NCL.

 

The gentleman said he had totally reviewed our situation and that we should not have been eligible for the Norwegian Selects package. The computer screen clearly stated that we should have when I booked but I let that go.

 

He says the problem comes down to a customer service error. The lady I spoke to on the phone obviously tried to force the package onto our reservation.

 

If I had left it at that, then probably we would have gotten it while we were onboard. But, then I went online to prepay my soda package and our gratuities. That triggered the computer to recognize that the Norwegian Selects package shouldn't be there and it deleted it. I didn't notice that that happened and went blissfully onboard non the wiser to the fact that we no longer had the perks we thought we did.

 

He said that since it was obviously a customer service error (the agent did not recognize that we were not eligible and did not explain that to me when I called), he offered us some onboard credit as a compensation. Not that I was looking for compensation. I more wanted to know how this happened and how to prevent it from happening again.

 

The lesson I learned: make sure if you make any changes to your booking that you check your confirmations carefully to ensure it contains what you think they should.

 

May I ask where on your reservation do you see the Norwegian Selects items that you have? We supposedly have it (we have the printed amenities sheet from our PCC), but on our reservation I only see the beverage, dining, and 100 internet minutes. I do not see the free phone calls, free photos, and free casino credits on our reservation.

[hawkeyetlse]

Do you have an NCL guest confirmation, or is it a document from a TA?

 

On the NCL confirmation I'm looking at, Norwegian Selects shows up as the promo code VALUEPAC; and all of the add-ons are listed explicitly at the end of the Payments section. They are also listed in the Amenity Invoice (a separate document that you should request from NCL every time you do anything to your booking), distributed between passengers 1 and 2 according to the promo terms.

[DinaS]

Do you have an NCL guest confirmation, or is it a document from a TA?

 

On the NCL confirmation I'm looking at, Norwegian Selects shows up as the promo code VALUEPAC; and all of the add-ons are listed explicitly at the end of the Payments section. They are also listed in the Amenity Invoice (a separate document that you should request from NCL every time you do anything to your booking), distributed between passengers 1 and 2 according to the promo terms.

 

I have the NCL Guest Confirmation that has the add-ons listed, but it is NOT showing anywhere online on our reservation on NCL. The OP had the printed confirmation as well, and that didn't seem to help.

[hawkeyetlse]

Sorry I misunderstood what you were asking. This is a long-standing issue with the Vacation Summary: A lot of things are left out of the summary… I can see the 100 minute internet package, but none of the other Selects perks. But I'm not worried about it. Did you book Canada At Par? If not, there's no reason to think that what happened to the OP will happen to you. Something else might go wrong, randomly, but the chances are small.

 

Even if everything showed up perfectly in your online reservation, when embarkation day comes around, you no longer have access to any of that, so there's nothing you could show them on board anyway.

 

I think the best you can do is ask for your amenities confirmation one last time a couple of days before the cruise.

[DinaS]

Sorry I misunderstood what you were asking. This is a long-standing issue with the Vacation Summary: A lot of things are left out of the summary… I can see the 100 minute internet package, but none of the other Selects perks. But I'm not worried about it. Did you book Canada At Par? If not, there's no reason to think that what happened to the OP will happen to you. Something else might go wrong, randomly, but the chances are small.

 

Even if everything showed up perfectly in your online reservation, when embarkation day comes around, you no longer have access to any of that, so there's nothing you could show them on board anyway.

 

I think the best you can do is ask for your amenities confirmation one last time a couple of days before the cruise.

 

Thanks - I will ask for an amenities confirmation a few days before our cruise - just to be sure :)

[tumblew467]

Do you have an NCL guest confirmation, or is it a document from a TA?

 

On the NCL confirmation I'm looking at, Norwegian Selects shows up as the promo code VALUEPAC; and all of the add-ons are listed explicitly at the end of the Payments section. They are also listed in the Amenity Invoice (a separate document that you should request from NCL every time you do anything to your booking), distributed between passengers 1 and 2 according to the promo terms.

 

I made a reservation in may 2016 for our may of 2017 cruise. My NCL confirmation sheet does not show the add ons. I have the promo codes of (CHOALLHA,EASYFARE, META) I do have the amenity confirmation sheet that states all of the add ons I received when I booked.

However the cruise that I booked in Oct 2016 for Jan 2018 does show the add ons for that cruise on the confirmation sheet.The add on section --is this new or has it been there all along.?

[hawkeyetlse]

It hasn't always been there. Maybe they added it sometime in 2016, not sure.

 

Your promo code is there (CHOALLHA), and if all the perks are listed correctly on your amenities confirmation, you have nothing to worry about. I mean, if you follow threads like this, there's always something to worry about, but 99% of the time you will be worrying about nothing.