Jump to content
zdad59

An unsettling situation with NCL. Your thoughts and suggestions ?

Recommended Posts

This is happening to a close friend of mine, not me personally. I am reposting their Facebook post to me and others All I ask here is your thoughts and possibly suggestions on things they might be able to do.

 

Thanks

 

For those of you planning a cruise or family vacation please verify ALL of the fine print and study company policy before booking.



We were FINALLY able to schedule a family vacation. If you have adult children then you know how hard that is with schedules. Our trip is a Bahama cruise May 2018. So the short story is this - Apx 40 days from sail date we found out Anthony is being deployed overseas during the planned vacation. We contacted Norwegian Cruise Lines and CSA Travel Protection insurance company (where we purchased the travel insurance from) to notify them of the deployment.

CSA stated "Military deployment is not a valid reason for filing a refund claim". NCL basically said the same thing. NCL will cancel the cabin within 30 days but penalize us 75% of the trip value. This is inexcusable. NCL and CSA do not support our military personnel who have no control over these deployments. It's not like they can say NO. It's a terrible practice. These insurance protection companies are a scam. They'll do anything to deny claims. And shame on NCL for their policy.

So remember this the next time you plan a vacation. And yes, I've been filing the BBB complaints and other boards......

Share this post


Link to post
Share on other sites

I have no suggestions but would like to thank Anthony for his service to our country.

Share this post


Link to post
Share on other sites

Does anyone, by chance have the email address for the CEO of NCL ?

Share this post


Link to post
Share on other sites

Ok....sorting though this and focusing solely on the cost factors that seem to be the issue (Thank you for your Service) ....why would the cabin need to be cancelled entirely because of one person? It is stated this is a family vacation. If the cabin is paid in full then that part is over and done, the family vacation part remains and the sailing part is what is left.

 

The only residual issue is how to backfill the cost for the Military Deployed guest who will not be there if that cost was shared since its not covered by insurance.

Share this post


Link to post
Share on other sites
Ok....sorting though this and focusing solely on the cost factors that seem to be the issue (Thank you for your Service) ....why would the cabin need to be cancelled entirely because of one person? It is stated this is a family vacation. If the cabin is paid in full then that part is over and done, the family vacation part remains and the sailing part is what is left.

 

The only residual issue is how to backfill the cost for the Military Deployed guest who will not be there if that cost was shared since its not covered by insurance.

Not 100% sure. All kids are adults in the family. I am not certain of the booking details.

Share this post


Link to post
Share on other sites

Not right. Military deployment should absolutely be covered. Thank you Anthony for your service!

Share this post


Link to post
Share on other sites

I echo all those in thanking Anthony for his service to our country. Even if deployment was a allowable reason for a refund everyone else wouldn't be eligible for a refund. Couldn't the rest of the family go ? Would NCL allow someone else to take his spot on the cruise ? Additionally it;s refreshing to see someone not try and "game the system" by canceling last minute and claiming sickness. Quite easy to pretend to be sick and obtain a doctors note.

Share this post


Link to post
Share on other sites

I guess this is a lesson for all of us to read terms of insurance carefully. Does any insurance cover military deployments?

Share this post


Link to post
Share on other sites
I guess this is a lesson for all of us to read terms of insurance carefully. Does any insurance cover military deployments?

 

I always buy trip insurance through NCL. I like the fact that they offer a cancel for any reason option: https://www.ncl.com/freestyle-cruise/booksafe

Norwegian Cruise Line will provide guests who are denied due to a non-covered reason with a future cruise credit equal to 75% of the non-refundable cancellation charge to use on your next cruise with us. For guests who upgrade to BookSafe Platinum Protection, this credit is increased to 90% of the non-refundable cancellation charge. Important note: Cruise credits cannot be applied to government taxes and fees, port expenses, air add-ons, land packages, travel protection, Shore Excursions, gratuities, incidentals, or any purchases of a personal nature. They are non-transferrable and may not be combined with other cruise credit certificates or fare reduction coupons.

Share this post


Link to post
Share on other sites

OP might also want to post this on the Travel Insurance sub-forum of CC:

 

https://boards.cruisecritic.com/forumdisplay.php?f=635

 

There might be useful comments for many of us about which types of insurance (if any) do include deployments (or other employment conflicts).

 

I know that there are some with "employment conflict" coverage, and presumably a mandatory deployment would fit that!

 

GC

Share this post


Link to post
Share on other sites

First I want to say I am a vet. What we don't know is how many people in the group. How many cabins are involved and if they are trying to cancel the entire group or just his part? Does this leave a cabin with one person?

Share this post


Link to post
Share on other sites
First I want to say I am a vet. What we don't know is how many people in the group. How many cabins are involved and if they are trying to cancel the entire group or just his part? Does this leave a cabin with one person?

I've asked. When I get more details on the booking, I will update

Share this post


Link to post
Share on other sites

I think most insurance policies exclude military action (including training exercises and service). I’m not judging the practice, I just think it’s standard (it’s an exclusion in the NCL-sold policy.)

 

The issue I have (and it was being discussed on another forum yesterday) is you have to read the contract - which the quoted poster is telling people to do, as a “lesson learned.”

 

If they didn’t read the contract, why is it now the company’s fault?

 

I’m actually surprised that a military family wouldn’t have run into this issue before. Military service is very risky, which is why we should be thankful for those who serve.

 

“Cancel for any reason” policies may cover deployments, but it would depend on the specific policy, and those policies need to be purchased very early.

 

 

Sent from my iPad using Forums

Share this post


Link to post
Share on other sites

As a military family, when I purchase travel insurance, I verify that changes in military orders is stated within the terms for cancelation. The military can revoke leave and deploy members without much notice, so it's never a good idea to plan an expensive trip without it.

 

I don't think this is case of a company being heartless. It's business. There are plenty of policies available for purchase who do offer this coverage for members of the military. Always read the fine print.

 

I know it's a tough lesson learned for the entire family when they are already sad about an unexpected deployment.

Share this post


Link to post
Share on other sites

As the wife of a retired military officer first off my heart goes out to your friends. He has no control over what the military does or does not do. We cannot give travel agencies but I would suggest a large military bank that also offers travel and travel insurance. They are now open to all ranks in the military are accustomed to handling our military and their families. I pray that Anthony deploys and returns safely.

Share this post


Link to post
Share on other sites

Suggest checking to see if insurance is available from credit card company that may have been used to book the travel plans. As an example, just checked my Chase Sapphire Reserve guide which states it covers "Change in military orders for you, your spouse or your domestic partner".

Share this post


Link to post
Share on other sites

Did the insurance have cancel for work reasons? Not sure if it could include that but exclude military.

 

Sent from my SM-G920V using Tapatalk

Share this post


Link to post
Share on other sites
I guess this is a lesson for all of us to read terms of insurance carefully. Does any insurance cover military deployments?

I always book through NCL/CAS, decline their insurance, and purchase insurance through USAA. Their travel insurance covers change of orders and leave rescinded.

Share this post


Link to post
Share on other sites
I guess this is a lesson for all of us to read terms of insurance carefully. Does any insurance cover military deployments?

It is really simple. Buy “cancel for any reason” insurance. Not the cheapest policy you can find.

Share this post


Link to post
Share on other sites

It sounds like the non-military parents paid for the cruise fare and insurance. If their child recently enlisted, one can understand how they might not have known military deployment is not usually covered. It also read (to me) that since this was primarily a family get together cruise the family doesn’t seem keen to continue with the cruise missing a member of their family.

 

 

Sent from my iPhone using Forums

Share this post


Link to post
Share on other sites
I've asked. When I get more details on the booking, I will update

 

I understand you are saying the one who is being deployed is not getting a refund.

 

But also, it only makes sense that the rest of the 'family' can not cancel because one is deploying. From cruise line's point of view, all of the others can travel. So no NCL refund or insurance refund should be due the rest of the family.

Share this post


Link to post
Share on other sites

I don’t think this, in any way, is somehow a lack of support for the military. That’s merely an unrelated fact. The direct point is the son can’t go because of his job, which so happens to be working for the military.

 

So many insurance companies, offering so many different policies, covering a ton of situations for many different price points. So,it is important to read the terms of each and buy what fits best.

Share this post


Link to post
Share on other sites

Perhaps they can check to see if NCL will allow them to reschedule for a future date (for sometime next year). This way, no money is lost. They can reschedule for a tentative future date. Then they can reschedule again once they determine an actual date that works best for everyone.

 

 

Sent from my iPhone using Forums

Share this post


Link to post
Share on other sites

You might want to have them contact a different department within Ncl. Perhaps an email to guest services?

 

Not Ncl but an impressive customer service story: My daughter’s boyfriend was due back from deployment last year. They planned a vacation to Hawaii and I booked them a room at Aulani using my Disney vacation points. They purchased Alaska Airlines airfare. No trip insurance and both bookings with Alaska Airlines and DVC were non refundable/highly restrictive. It was a fairly inexpensive vacation in comparison to a cruise and so trip insurance was not even something that had been contemplated.

 

 

His deployment was extended after we bombed Syria last year. Alaska Airlines rescheduled both their airfares with zero fees and zero additional cost to switch dates-even daughter’s airfare and she was just a girlfriend.

 

 

Disney vacation club threw in some pixie dust and got them a room for the later date too. They ended up with a fabulous vacation.

 

 

I was extremely impressed how great both companies were willing to help. I had previously thought very highly of both companies but i’d have to say Alaska Airlines and Disney now at the top of my list for best companies. It wasn’t any hassle at all and both companies voluntarily offered up a simple solution without even asking when we called to cancel.

 

 

Best of luck to this family. I never knew how difficult it is for military families to plan in advance for something like a cruise. Certainly something I as a civilian, and someone who plans vacations far in advance to save $, had previously took for granted.

Share this post


Link to post
Share on other sites
Does anyone, by chance have the email address for the CEO of NCL ?

 

Here is a solution to this:

 

LINK: http://www.elliott.org/about-elliott-consumer-advocacy/

 

Contact Elliott for ombudsman assistance in this matter - almost 100 % sure of favorable results also note

LINK to NCL front office with phone numbers email etc.:

 

LINK: http://www.elliott.org/company-contacts/norwegian-cruise-line-ncl/

 

Elliott publishes a column in a great deal of newspapers and other publications and has a way of encouraging

companies to resolve issues with positive results to the consumer.

 

The best of luck and come back later and tell us of the outcome !

Share this post


Link to post
Share on other sites
Here is a solution to this:

 

LINK: http://www.elliott.org/about-elliott-consumer-advocacy/

 

Contact Elliott for ombudsman assistance in this matter - almost 100 % sure of favorable results also note

LINK to NCL front office with phone numbers email etc.:

 

LINK: http://www.elliott.org/company-contacts/norwegian-cruise-line-ncl/

 

Elliott publishes a column in a great deal of newspapers and other publications and has a way of encouraging

companies to resolve issues with positive results to the consumer.

 

The best of luck and come back later and tell us of the outcome !

 

Dear "don't use real name". Thank you for your positive post. You gave some very helpful suggestions rather than lectures on trip insurance.

Share this post


Link to post
Share on other sites

I think they should cover the loss due to deployment, but since they don't can you not just change the name of the guest for a small fee and put someone else in his slot? Seems better than losing 75% of the cruise cost. Not sure how NCL does it but CCL charges 50.00 for a name change

Share this post


Link to post
Share on other sites

As upsetting at it may seem, and perhaps this is callus, but if you don't read the fine print, you can't blame the company or the cruise line for having such a policy, even if it appears to be unfair. It seems to be there are many insurance companies that will cover deployment as a reason to recover trip fare. Knowing many people in the military, the vast majority do not get quickly deployed and know deployment is always a possibility. There is also no reason the rest of the family cannot still go away and enjoy a vacation and spread the cost of the member of the military. Really though, you can't blame anyone but the person who chose that insurance company for not reading the fine print. There is nothing unsettling about a company following their own policy. There is something unsettling about people thinking they deserve special treatment.

 

This is happening to a close friend of mine, not me personally. I am reposting their Facebook post to me and others All I ask here is your thoughts and possibly suggestions on things they might be able to do.

 

Thanks

 

 

For those of you planning a cruise or family vacation please verify ALL of the fine print and study company policy before booking.



We were FINALLY able to schedule a family vacation. If you have adult children then you know how hard that is with schedules. Our trip is a Bahama cruise May 2018. So the short story is this - Apx 40 days from sail date we found out Anthony is being deployed overseas during the planned vacation. We contacted Norwegian Cruise Lines and CSA Travel Protection insurance company (where we purchased the travel insurance from) to notify them of the deployment.

CSA stated "Military deployment is not a valid reason for filing a refund claim". NCL basically said the same thing. NCL will cancel the cabin within 30 days but penalize us 75% of the trip value. This is inexcusable. NCL and CSA do not support our military personnel who have no control over these deployments. It's not like they can say NO. It's a terrible practice. These insurance protection companies are a scam. They'll do anything to deny claims. And shame on NCL for their policy.

So remember this the next time you plan a vacation. And yes, I've been filing the BBB complaints and other boards......

Share this post


Link to post
Share on other sites

As unfortunate as this situation is (and ditto to others thanking Anthony for his service), I do not think it is right to write reviews on the BBB, etc, for something that was seemingly in the terms and conditions of the travel insurance plan. NCL and the Insurance company were well within their terms and conditions, that were agreed upon when booking and paying for the cruise.

Share this post


Link to post
Share on other sites

zdad59

 

 

You are a nice guy just wanting to help a friend. But NCL doesn't care about you or your friend. Or the young man who is putting his life on the line for his country. NCL should be thanking him for his service as I am doing along with all the humans here. Instead they show again they only care about profit.

 

 

Time to take the fight to them. You or the family need to contact local news outlets and get the sorry told..... Big mean Corporation putting the screws to young American Military man. Do the Facebook thing, contact local Vet groups they may have some connect that can help you. Reach out to Fox News, CNN, etc. Tell the story to anyone that will listen.

 

 

Consider starting online petition about this. Maybe try a go fund me page, not really for the money but to be seen.

Another thing google cruise law news and then send the information to Jim, this is the stuff he puts on his Facebook page and blog. Jim Walker is a Miami based Maritime Lawyer, he is the go to guy for anything about cruise companies for the media, US Congress, etc. I know he has a special with the military, so he may get involved, without any fees. One email or SMS from him and it would be corrected.

 

 

Become the flat tire on the NCL bus. If the corporate office feels any heat past the normal customer service people they will fix this. Because it is good for business. Best of luck hopefully they will be am to take the cruise in the future,

Share this post


Link to post
Share on other sites

Oh for crying out loud. NCL is not putting the screws to anyone. Military folks are able to read insurance policies and plan just like anyone else. If things come up then that's when your proper covered insurance kicks in. NCL owes them nothing. Not sure what your major problem is with NCL in all your posts. Do you even sail on this cruise line?

 

Oh and before I get accused on not caring about the military, I am a retired Navy man.

Share this post


Link to post
Share on other sites
zdad59

 

 

You are a nice guy just wanting to help a friend. But NCL doesn't care about you or your friend. Or the young man who is putting his life on the line for his country. NCL should be thanking him for his service as I am doing along with all the humans here. Instead they show again they only care about profit.

 

 

Time to take the fight to them. You or the family need to contact local news outlets and get the sorry told..... Big mean Corporation putting the screws to young American Military man. Do the Facebook thing, contact local Vet groups they may have some connect that can help you. Reach out to Fox News, CNN, etc. Tell the story to anyone that will listen.

 

 

Consider starting online petition about this. Maybe try a go fund me page, not really for the money but to be seen.

Another thing google cruise law news and then send the information to Jim, this is the stuff he puts on his Facebook page and blog. Jim Walker is a Miami based Maritime Lawyer, he is the go to guy for anything about cruise companies for the media, US Congress, etc. I know he has a special with the military, so he may get involved, without any fees. One email or SMS from him and it would be corrected.

 

 

Become the flat tire on the NCL bus. If the corporate office feels any heat past the normal customer service people they will fix this. Because it is good for business. Best of luck hopefully they will be am to take the cruise in the future,

 

 

That is waaaaay too much of an over reaction. Absurd suggestions.

 

There are many reasons why people in all kinds of professions cannot make their cruise. That is why to you tailor travel insurance to your needs and circumstances.

Share this post


Link to post
Share on other sites
That is waaaaay too much of an over reaction. Absurd suggestions.

 

There are many reasons why people in all kinds of professions cannot make their cruise. That is why to you tailor travel insurance to your needs and circumstances.

 

Sorry I get results and really do not care how I get to the end as long as it is legal. You may see it as a over reaction that is your choice, as it is my choice to consider it as the best way to correct this.

Share this post


Link to post
Share on other sites

1) Thanks for his service.

 

2) I can see them refunding his portion of the cruise fare, but only he got orders. No need for everyone to cancel, the rest of the family still go on the cruise.

 

3) Did the family read the terms of the insurance before buying it? When I was serving I made sure that when I made plans, the possibility of getting orders was addressed. Perhaps a 'cancel for any reason' policy is what they needed.

 

4) I hope he remains safe while deployed.

Share this post


Link to post
Share on other sites
zdad59

 

 

You are a nice guy just wanting to help a friend. But NCL doesn't care about you or your friend. Or the young man who is putting his life on the line for his country. NCL should be thanking him for his service as I am doing along with all the humans here. Instead they show again they only care about profit.

 

 

Time to take the fight to them. You or the family need to contact local news outlets and get the sorry told..... Big mean Corporation putting the screws to young American Military man. Do the Facebook thing, contact local Vet groups they may have some connect that can help you. Reach out to Fox News, CNN, etc. Tell the story to anyone that will listen.

 

 

Consider starting online petition about this. Maybe try a go fund me page, not really for the money but to be seen.

Another thing google cruise law news and then send the information to Jim, this is the stuff he puts on his Facebook page and blog. Jim Walker is a Miami based Maritime Lawyer, he is the go to guy for anything about cruise companies for the media, US Congress, etc. I know he has a special with the military, so he may get involved, without any fees. One email or SMS from him and it would be corrected.

 

 

Become the flat tire on the NCL bus. If the corporate office feels any heat past the normal customer service people they will fix this. Because it is good for business. Best of luck hopefully they will be am to take the cruise in the future,

 

Or just own up to the fact that they did not read the insurance they bought to know it was not a cancel for any reason policy. Also there is no need for EVERYONE to cancel. Only one person got orders. Jeeze there is ALWAYS one isn't there?

Share this post


Link to post
Share on other sites
Sorry I get results and really do not care how I get to the end as long as it is legal. You may see it as a over reaction that is your choice, as it is my choice to consider it as the best way to correct this.

There is nothing to correct, NCL and the insurance company did nothing wrong. The consumer made the only error. Personal accountability.

Share this post


Link to post
Share on other sites
Sorry I get results and really do not care how I get to the end as long as it is legal. You may see it as a over reaction that is your choice, as it is my choice to consider it as the best way to correct this.

 

 

So basically...

 

Who cares if I don't deserve anything more than what I got?

Who cares about personal responsibility?

Who cares about anything or anyone but me?

 

So sad we have come to this. "all about me" is, never mind.

Share this post


Link to post
Share on other sites

If he's military, he had to know that this could be a possibility, so he had to know he was taking this risk. I'm glad that the enlisted man isn't the one who is playing the victim here. If he didn't know he could potentially be deployed, then he isn't worthy of all this praise.

Share this post


Link to post
Share on other sites
I guess this is a lesson for all of us to read terms of insurance carefully. Does any insurance cover military deployments?

 

USAA has a very reasonable insurance that includes deployments and leave cancelations. I use that because I know one day Uncle Sam is going to stomp on a vacation I already paid for.

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

×