impossible to contact with NCL, any ideas ?

[greg2014]

I have very unusual problem with NCL and no idea how to solve it. Did not want to make it public but I am doing it now to hear if it is only my problem or it is something common - and ask for advice.

 

I have open booking for cruise on Bliss from NY in May 2020. I booked it directly using NCL website (European version). In booking I received some perks including drink package and credit for excursions - 50 USD credit per port.

In January I asked by e-mail my PCC to book selected excursions (I sent him list of them) without payment - to use credit I have in booking. I received short answer that it is impossible - he said I have to pay to book excursions now.

Because from CC forum I know that it is possible without payment, I asked him to check it with his supervisor and return back when done. It was on 8 January. No answer until now although I send several remainders...

 

After 2 weeks with no response I decided to write message to NCL asking them to answer my questions. I informed that I am disappointed with my PCC and also asked to change him for somebody else.

Until now - no answer.

 

I send several e-mails using different contact ways found on NCL website - general e-mail for reservations, for Latitudes (I am Platinum), using forms to different departments (pre-cruise guest service, shore excursions, reservations etc.). Every time I received autoresponder reply  with case number under which my message has been registered...and no answer. Resuming I am waiting for answer approx. 1,5 months. Only yesterday I received from NCL final payment remainder and started to think if I really want to go for this cruise with such bad pre-cruise service delivered. Because of described problems, in meantime I decided not to confirm open option for another cruise with NCL in October and booked it in different cruise line.

 

I must say that I have many other topics I wanted discuss with NCL (regarding existing reservation). I put list of them in my message but unfortunately any trial to contact with NCL failed.

 

So far I do not prefer phone contact (have very bad experience with them in the past) and wanted to fix everything by e-mail. I did few cruises with NCL before and so far it was easy - but not now. On the other hand when tried to contact my old PCC phone number, nobody answer. I also found that in newsletters I am receiving from NCL from time to time they are informing only about US 1-800 phone number.

 

Resuming: I am more and more disappointed with pre-cruise service of NCL and think about cancelling my cruise. Before I do it I wanted to ask if somebody else had similar experience or has any ideas how to contact them (I prefer e-mail). Thank you very much for any advice 🙂

 

[Georgia_Peaches]

I don't typically book excursions through NCL despite the $50 excursion credit but I am aware that you can book your excursions on line (at least in the US) through your online cruise planner.  Although they charge you, my understanding is that you receive a $50 credit to your on board account for each port excursion you book/take once you start your cruise.

Your description of NCL's pre-cruise customer service sounds pretty typical...at least as it is often reported on Cruise Critic.

[smplybcause]

Yeah, I don't think it's under the purview of a PCC to book your excursions for you. That's why you have the ability to do so on myNCL. So you shouldn't be disappointed in your pre-cruise service because your PCC booking excursions for you is not part of the service. It'd  be like going to an ice cream shop and being mad that they sold you ice cream but won't sell you a burger. 

 

This is from the US site, so maybe yours is different, but it clearly states how to book using the promo https://www.ncl.com/termsandconditions/promotions 

 

Shore excursion credit can be redeemed by booking online via NCL.com, by calling 1-866-625-1167, or onboard.

 

 

No mention of PCC.

Edited February 24, 2020 by smplybcause

[greg2014]

Maybe I am wrong but in my opinion PCC is not only salesmen responsible for selling new cruises but also to service existing bookings. It is my experience from HAL or Costa. 

 

On the other hand, as I wrote I have some other topics - not only shore excursions. One of them is big price drop of my cruise in meantime - I wanted to ask about any upgrade or OBC because of that. I also wanted to ask about changes of itinerary of the cruise and some other things.

 

Is it really normal that nobody do not answer any question ? 

Edited February 24, 2020 by greg2014

[HuliHuli]

Call the Shore Excursion Desk at +1 866 625-1167.

[greg2014]

HuliHuli - thank you very much for your tip.

Do you know any phone number in Europe ? Also for other topics - not only shore excursions. 

[smplybcause]

In my experience if you have the ability to do it yourself, it's not something your PCC does. So excursions, dining reservations, check in, etc are all things you do. I'd say three only exception is the PCC will take payments which you can also do online. 

[HuliHuli]

From NCL's website:  Call NCL at +44 845 201 8907 or +44 845 201 8907 to speak with a Shore Excursion Specialist.

[julig22]

1 minute ago, greg2014 said:

HuliHuli - thank you very much for your tip.

Do you know any phone number in Europe ? Also for other topics - not only shore excursions. 

Keep in mind that the rules could be different because you are using the European site.  For example, if you do cancel, do you lose your deposit (in US no, other countries have non-refundable deposits)?

I would assume that your version of MyNCL would have the correct phone number to call for excursions as well as other questions you may have.

For US passengers, you have to pay for excursions if you book them using the web site.  You pay on board if you reserve them by calling.  I personally have never asked my TA to book my excursions - that is something I take care of myself.

Bottom line is that you need to take what you read on this site with an eye to the source. 

[greg2014]

OK, but for other topics probably Shore Excursion Specialist is not correct person. That is why I wanted to do it by e-mail (also becaue of my English speaking skills). So far it was working at NCL but as I see not now.

 

Maybe I am naive but when pay almost 3k EUR for the cruise it is nothing extraordinary having possibility to contact with cruise line by e-mail. Sorry if I am wrong.

Edited February 24, 2020 by greg2014

[greg2014]

Julig22 - thank you, you are right - when cancel I will loose my deposit (I used future cruise certificate for it) but I think that sometimes it is better to cancel than to pay more than I can pay booking now. I wanted to discuss about it but do not know with whom.

 

European site, myncl and rules could be different than in US, so maybe somebody have any experience with them. In myncl I have only phone contact for booking hotels and flights (00 800 0310 21 21). Earlier here there was also phone number for PCC but now it disappeared (on the other had it was not working-I tried it earlier).

Edited February 24, 2020 by greg2014

[SpainAlien]

I have booked with NCL Spain before: we have non-refundable deposits and no OBC price adjustment after booking even before final payment, I haven't tried to get an upgrade because I like the cabin I have chosen.  I too have given ip with my assigned PCC and tried to get a different one without success.

 

I now book through a US TA for better service and flexibility.

 

[smplybcause]

2 hours ago, greg2014 said:

OK, but for other topics probably Shore Excursion Specialist is not correct person. That is why I wanted to do it by e-mail (also becaue of my English speaking skills). So far it was working at NCL but as I see not now.

 

Maybe I am naive but when pay almost 3k EUR for the cruise it is nothing extraordinary having possibility to contact with cruise line by e-mail. Sorry if I am wrong.

 

But if you booked through a PCC you're just dealing with a call center agent. They are NOT travel agents. Heck half the times I've talked to them I'm more knowledgeable than them. Again this is from the US perspective. 

 

In my experience if you want someone to do more than book your cruise, take payment for the cruise, and make changes to your assigned cabin/category you're better off with a real travel agent. PCCs have their lane and the vast majority of them stay strictly in it. 

[Travelling2Some]

3 hours ago, greg2014 said:

Is it really normal that nobody do not answer any question ? 

Yes, actually.  NCL's customer service is famously terrible.  Lucky for we passengers that they keep those people well away from us in an office in Miami.  I'm sure none of them would last a day as crew!

[julig22]

3 hours ago, greg2014 said:

Is it really normal that nobody do not answer any question ? 

Yes - I tried to ask some airfare questions via email and never received any response. Even sent an email asking if anybody was home - still no answer.

But I have gotten a response at other times, so I don't know if it is the department or the questions.  I kinda think that they don't respond if it's not something they can help you with.

[greg2014]

Thank you for all ideas and advice. As I see, my problem is common and it is not only my experience that NCL does not answer e-mails/has very bad customer service. If I book any cruise with NCL in future, I will certainly not book it directly at NCL.

[dexddd]

You are experiencing normal NCL response.  Auto confirmation email then no follow up.  Latitudes Dept, forget it.