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Casinos At Sea - Anyone cancel a comped cruise yet?


RHilla619
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Hi all, I have a cruise coming up in April that was a "comp" from Casinos at Sea. I tried calling in yesterday to get some additional information on my options for canceling, but after 45 minutes on hold I gave up. I am wondering if anyone has canceled a comped sailing with Casinos at Sea, and what was the outcome of the cancellation? Just a Future Cruise Credit? Full refund? Offer to change to a different sailing at the same comp costs?

 

My concern is I paid roughly $1,400 after upgrading to a balcony, drink/dining gratuities, and port taxes/fees (awesome deal!). If I am only offered a F.C.C. that would stink because if I don't get another comp cruise offer from C.A.S. then I would have to pay the going rate of a new cruise, essentially having to put in another $1,600+ just to use the $1,400 I already put in. Really hoping they'll refund me or just allow me to move to another sailing but at the same cost I already paid.

 

At the end of the day I am thankful for Norwegian's leniency, and a F.C.C. is way better than them just saying either sail or eat the cost of your cruise.

 

For those who got through to C.A.S. yesterday, what was the outcome of your call or cancellation? 

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FCC for only paid items so you would get the $1,400 as you paid, the comp just goes bye bye.  The day before I called to cancel my prepaid DSC and remove the drink and dining perk so I got all that back on my credit cards before the kickoff off FCC yesterday.  Figured less locked in by them.  I had paid for a room upgrade too and told yesterday when I called to cancel that this will go to the FCC too along with the other taxes.  I have yet to see the cruise actually cancelled and see the FCC on my account so guess it takes time to be processed.

 

Maybe it depends on the type of 'comped' cruise but i suspect all the same since how do they monetize something like that.

Edited by poffles
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Same here.  Cancelled yesterday.  Got $1253 FCC which was port fees, taxes, and upgrades.  I agree the offer by NCL is nice, but that $1253 is.....poof, gone.  Also, I too did not receive any email or notice in my account yet.

Edited by WeCruiseEveryDay
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I'm on the phone with them right now regarding this. I got through after only 8 minutes on hold. The lady that I spoke with through the Casinos at Sea line did not have an answer for me so had to transfer me to someone else. Now I'm on hold again awaiting an answer. 

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34 minutes ago, unotrainer99 said:

I'm on the phone with them right now regarding this. I got through after only 8 minutes on hold. The lady that I spoke with through the Casinos at Sea line did not have an answer for me so had to transfer me to someone else. Now I'm on hold again awaiting an answer. 

Please let us know what you find out. I dont want to cancel my 3/29 sailing on the Encore but if things continue to deteriorate I might have to.  I didnt upgrade my interior but I have a lot tied up in the other usual charges and excursions.

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57 minutes ago, poffles said:

.......Maybe it depends on the type of 'comped' cruise but i suspect all the same since how do they monetize something like that........

I would say it would depend on what type of comped cruise you are on.  First, if it's a certificate from a land-based casino, those usually have an expiration date of 6 months from when you received the comp.

 

There are also two types of CAS comped cruises.  One is an offer you get that usually lists specific cruises within a few months out time period.  These usually go to those who have played on-board but perhaps not their biggest players.  They want to fill some vacant cabins with known players.  Obviously, they may be sending more of these offers out by mail or email due to the current situation.

 

Or, If you are comped directly from CAS based on your play on board they would most likely comp you again.   Just give them a call and ask about another cruise.  When I get my CAS comped cruises I can book any date on any ship with an on-board casino.

 

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poofles & wecruiseeveryday - thanks for chiming in! not the news I was looking for, but at least that will help with my decision on what to do. Really stinks they're not just offering CAS players to just move to a new sailing. Figured they'd want to get us on board.

 

unotrainer99 - any luck getting through? I called the CAS number and got through in 6 minutes, at least I thought so, turns out they are funneling calls to the main reservation line, so the guy who answered the phone was unable to help me with anything CAS. Seemed like if I just wanted to cancel he could handle it though. He transferred me back after and I waited 30 minutes before giving up again. 

 

sand and seas - thanks for the helpful information. I have used certificates from land based casinos in the past, but this one in April was a direct offer from CAS. Didn't have specific sailings listed, just a book by date and a sail by date that were like 6 moths apart. Hoping that is a "good" offer and will allow some flexibility on my new booking.

 

Anyone else deal with CAS today?

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Im curious to where I stand also but havent called yet because I still plan on going at this time. My cruise was booked thru the casino but its not a casino cruise, its a MyVegas gaming app comped cruise reward. A few years ago something similar happened when due to a hurricane Houston airport was shut down and it wasnt expected to open until afternoon the day of cruise. With that comped cruise I was offered to take the cruise, which I did since I drove to port, book any other cruise that was sailing within a 2 week window, or get a cash refund.This was on Royal, doesnt sound like Norwegian will be as understanding or generous.

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I cancelled today-

 

If a land based cruise offer I.E. Caesars, etc they are extending that offer even if expired for a year as long as it is booked within seven days from cancelling your cruise for FCC 

 

They also extended that same offer on my NCL CAS offer as well. She did state that new change took effect today as new changes are fluid at the HQ. Again, that was my rep, but she seemed very knowledgeable and booked my new cruises for later in year and early 2021

 

This info is what I experienced an hour ago...I am not sure what changes are going to happen in the next few days with all the new news....

 

Cheers,

Mike

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2 hours ago, toohod said:

I cancelled today-

 

If a land based cruise offer I.E. Caesars, etc they are extending that offer even if expired for a year as long as it is booked within seven days from cancelling your cruise for FCC 

 

They also extended that same offer on my NCL CAS offer as well. She did state that new change took effect today as new changes are fluid at the HQ. Again, that was my rep, but she seemed very knowledgeable and booked my new cruises for later in year and early 2021

 

This info is what I experienced an hour ago...I am not sure what changes are going to happen in the next few days with all the new news....

 

Cheers,

Mike

That sounds very nice and I hope it stays that way.  I may have to call and do that.  

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Mike - thanks for that info! Was hoping that would be the solution as I didn't want to just lose the comp and get stuck with a $1,400 FCC. Hopefully when I call in later today I get the same rep you got, if not might be a classic case of hang up and call again..

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My comp was from MyVegas slots on FB. I was able to move from 3/15 on the Bliss to August 9 on the Encore. The money I put out for gratuities, port fees and all else, will come back as an FCC with 7 days. I than have to call NCL and have it applied to my new cruise. I also had to plop down $250 for a deposit because the FCC isn't immediate. It may end up costing a few books more, port fees are $100 more and the balcony was $100 more, but well worth it for Bermuda.

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I eventually got transferred to someone else after waiting on hold for 51 minutes yesterday. My comp is also from MyVegas. The lady at NCL CAS said she has no idea what will happen to my point and directed me to send an email to Play Studios. I did that 24 hours ago with no response as of yet.

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29 minutes ago, unotrainer99 said:

I eventually got transferred to someone else after waiting on hold for 51 minutes yesterday. My comp is also from MyVegas. The lady at NCL CAS said she has no idea what will happen to my point and directed me to send an email to Play Studios. I did that 24 hours ago with no response as of yet.

 

Try calling the NCL CAS # again. My cruise was supposed to be 03/16 - Monday of next week. It was also comped from MyVegas game. I called this morning and ask what options are there. Same as sammee - postponed to a sailing in September of 2020. Told me the old reservation - everything else besides the insurance cost would be in FCC. Have to make a deposit today for the September cruise and wait about 7 days for the credit in order to call NCL to apply it to the new cruise.

 

Good luck everyone! 

 

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6 hours ago, unotrainer99 said:

I eventually got transferred to someone else after waiting on hold for 51 minutes yesterday. My comp is also from MyVegas. The lady at NCL CAS said she has no idea what will happen to my point and directed me to send an email to Play Studios. I did that 24 hours ago with no response as of yet.

Deleted ... I found their contact.  Going to do the same.

Edited by poffles
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7 hours ago, sammee said:

My comp was from MyVegas slots on FB. I was able to move from 3/15 on the Bliss to August 9 on the Encore. The money I put out for gratuities, port fees and all else, will come back as an FCC with 7 days. I than have to call NCL and have it applied to my new cruise. I also had to plop down $250 for a deposit because the FCC isn't immediate. It may end up costing a few books more, port fees are $100 more and the balcony was $100 more, but well worth it for Bermuda.

Did they only offer specific dates?  And were they only in the summer? And was it only on the Bliss out of NY?  Just curious.

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14 minutes ago, poffles said:

Did they only offer specific dates?  And were they only in the summer? And was it only on the Bliss out of NY?  Just curious.

Have some ideas in mind. I looked up cruises for August leaving from same port. When I called in, I told them I heard that they received an email for playrewards and that I wanted to change my cruise. The woman was all happy to help me. For August, out of NYC - Encore, Bliss & Pearl are sailing. Bermuda, Carribean & New Eng./Canada. I didn't ask about any other ports, as that would involve travel for me. Just search your choices before calling. If you had your heart set on another port, it can't hurt to ask.

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13 minutes ago, sammee said:

Have some ideas in mind. I looked up cruises for August leaving from same port. When I called in, I told them I heard that they received an email for playrewards and that I wanted to change my cruise. The woman was all happy to help me. For August, out of NYC - Encore, Bliss & Pearl are sailing. Bermuda, Carribean & New Eng./Canada. I didn't ask about any other ports, as that would involve travel for me. Just search your choices before calling. If you had your heart set on another port, it can't hurt to ask.

 

Oh I am just a bit excited again and hope they will do the same for me.  Perhaps where I already cancelled they might not be able to do anything now but nothing ventured ...

 

Thank you!

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10 hours ago, sammee said:

Have some ideas in mind. I looked up cruises for August leaving from same port. When I called in, I told them I heard that they received an email for playrewards and that I wanted to change my cruise. The woman was all happy to help me. For August, out of NYC - Encore, Bliss & Pearl are sailing. Bermuda, Carribean & New Eng./Canada. I didn't ask about any other ports, as that would involve travel for me. Just search your choices before calling. If you had your heart set on another port, it can't hurt to ask.

Thank you sammee ... we shall see how this goes.  Not sure if they extended an offer that any date will work but need to get options first.

 

So to verify, who was it you talked to for this? I was emailing playrewards but reading your post it sounds more like it was CAS?  If it was CAS then that ship may have already sailed with my cancellation and not taking that opportunity to ask about options while I was talking to them then..

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2 hours ago, poffles said:

Thank you sammee ... we shall see how this goes.  Not sure if they extended an offer that any date will work but need to get options first.

 

So to verify, who was it you talked to for this? I was emailing playrewards but reading your post it sounds more like it was CAS?  If it was CAS then that ship may have already sailed with my cancellation and not taking that opportunity to ask about options while I was talking to them then..

I talked to the casino. The casino should have received the email from player rewards telling them how to handle our cancellation/changes. From others that told me what to do on the myvegas pages, the casino received that email on Wednesday. From what the woman on the phone told me, it was an extension of the temporary peace of mind policy.

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44 minutes ago, sammee said:

I talked to the casino. The casino should have received the email from player rewards telling them how to handle our cancellation/changes. From others that told me what to do on the myvegas pages, the casino received that email on Wednesday. From what the woman on the phone told me, it was an extension of the temporary peace of mind policy.

 

Oh okay now I get it.  I will be calling today and see what they say.  I am curious first 'IF' they accommodate me with alternate options and then what the options are and how far out they are able to offer.

 

Thank you very much, I had not even considered this would be a possibility so appreciate your sharing this.

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I spoke with the CAS department yesterday to inquire regarding options around my booking via a MyVegas reward. My cruise isn't until mid April, and at this point I still want to go, however also wanted to know my options depending on things change. The situation is obviously fluid and changing often as the agent was messaging a supervisor with me on the phone to give me the most updated info.

Here is the details (as of March 12, 2020):
- This offer is an extension of the Peace of Mind policy, and currently only offered until April 3, 2020.
- You call to cancel under 'Peace of Mind', everything you paid will be put into a FCC that you will receive in 7 days.
- From the day of cancelling, you have 7 days to decide which new sailing you want that departs anytime before Sept 30, 2020; you will have to pay the deposit.

- You can select any sailing up to 9 days long (this is great as my MyVegas reward was for a 5 day cruise), and will be booked in the same category as your MyVegas reward certificate was for. In my case, an Oceanview Room.
- This is the downside of the offer // When you FCC arrives, you call into have it applied to the new booking, HOWEVER the FCC can only be used towards admin fees ($20/day), and room upgrade fees; cannot be used towards the taxes, or gratuities on 'free' items such as the beverage or dining packages.  
I requested clarification, as the original amount paid that they are converting to the FCC was the original taxes, and gratuities therefore it made no sense that I couldn't transfer it over to a new booking to cover those same fees.   She confirm that is the policy, but did stress that any FCC amount left over after admin fees and upgrades, would be reissued into a new FCC to be used on another voyage in the future. 

I thanked her for her assistance and I would keep this in mind as things continue to evolve.   Keep in mind if NCL does follow suit of Viking, Princess, Virgin, and Disney Cruise Line by cancelling, we should get a full refund vs a FCC. It would be a question though how they than handle our MyVegas reward certificates. 

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21 minutes ago, flyboy88 said:

I spoke with the CAS department yesterday to inquire regarding options around my booking via a MyVegas reward. My cruise isn't until mid April, and at this point I still want to go, however also wanted to know my options depending on things change. The situation is obviously fluid and changing often as the agent was messaging a supervisor with me on the phone to give me the most updated info.

Here is the details (as of March 12, 2020):
- This offer is an extension of the Peace of Mind policy, and currently only offered until April 3, 2020.
- You call to cancel under 'Peace of Mind', everything you paid will be put into a FCC that you will receive in 7 days.
- From the day of cancelling, you have 7 days to decide which new sailing you want that departs anytime before Sept 30, 2020; you will have to pay the deposit.

- You can select any sailing up to 9 days long (this is great as my MyVegas reward was for a 5 day cruise), and will be booked in the same category as your MyVegas reward certificate was for. In my case, an Oceanview Room.
- This is the downside of the offer // When you FCC arrives, you call into have it applied to the new booking, HOWEVER the FCC can only be used towards admin fees ($20/day), and room upgrade fees; cannot be used towards the taxes, or gratuities on 'free' items such as the beverage or dining packages.  
I requested clarification, as the original amount paid that they are converting to the FCC was the original taxes, and gratuities therefore it made no sense that I couldn't transfer it over to a new booking to cover those same fees.   She confirm that is the policy, but did stress that any FCC amount left over after admin fees and upgrades, would be reissued into a new FCC to be used on another voyage in the future. 

I thanked her for her assistance and I would keep this in mind as things continue to evolve.   Keep in mind if NCL does follow suit of Viking, Princess, Virgin, and Disney Cruise Line by cancelling, we should get a full refund vs a FCC. It would be a question though how they than handle our MyVegas reward certificates. 

 

Thank you for this!!!  I notice it says departs anytime ... do you know if it has to depart from same place?  Mine was from NY but I would rather Florida.  I am assuming by omission it is assuming same departure port.

 

Edited to add ...

 

My cruise is already canceled, did it Tuesday as it sails this Sunday, so my clock would already be ticking.

Edited by poffles
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53 minutes ago, poffles said:

 

Thank you for this!!!  I notice it says departs anytime ... do you know if it has to depart from same place?  Mine was from NY but I would rather Florida.  I am assuming by omission it is assuming same departure port.

 

Edited to add ...

 

My cruise is already canceled, did it Tuesday as it sails this Sunday, so my clock would already be ticking.

I was told any cruise up to 9 days long from anywhere. 

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