Lesson Learned - do NOT buy airfare through NCL!

[rivkadr]

So my husband and I booked a 10 night Mediterranean cruise on the Norwegian Viva that set sail on May 25. We were stupid and included airfare as part of the package, because they were having a special deal. We also had them set the flight days to 1 day before the cruise and 3 days after the end, so we could have time in Athens and Rome outside of the sailing dates. The flight to Athens was a complete mess; here’s what happened:

 

• We woke up on Wednesday to find that our original flight time had been pushed from 1:20pm to 5:00pm, due to a flight delay on the airline's part (no other explanation given to us). Our next flight was in Chicago at 6pm, and if we left at 5pm EST, we would get there at 5pm CST - tight but doable.
• We get to the airport in the afternoon and find our flight is now delayed to 5:25pm; now we're getting worried about catching that 6pm Chicago flight.
• Continue to sit there and it’s delayed further to 5:45pm; we'd never catch that Chicago flight. We call NCL and they say to talk to the airline (United).
• So we call United, and the best they can tell us is to ask our flight attendant to contact the Chicago flight and hold it for us. 
• At this point, it’s all moot, as our first flight is now delayed to 6:25pm, and we would arrive after our Chicago flight. 
• It’s roughly 5pm now, and I begin frantically calling NCL and United to try to figure out what we're supposed to do - do we take this first flight and hope for some solution in Chicago? United tells us they have no other flights today that would get us where we need to go (everything is booked) from either our home airport or Chicago and that we would have to stay overnight in Chicago if we go there. Okay, but if we do that, what happens then? United tells us we have to talk to our "travel agent" (e.g. NCL) and have them coordinate our plane tickets.
• So I talk to NCL's "airfare specialists" who were absolutely useless. They could not/would not help us, and just told us to talk to United. They would then forward me to United which ended up going to a voicemail box that told me that my situation would be resolved within 30 days. Awesome.
• I finally found someone at United who thought she could get us from our home airport to Newark, then Amsterdam, then Athens. But she couldn’t finalize the whole thing, because Lufthansa (who were the carriers for our last two legs of flight) would have to sign off on it (I don’t know why, that’s just what I was told). 
• I then spoke to a nice gentleman at Lufthansa who said the United lady had fried everything up, but he would fix things - eventually he had us set up for a new set of tickets leaving the next morning that would get us to Athens eventually. I could see the new flights in my United app, and *received an email confirmation of them*. So we went home, expecting to be able to leave the next day.
• Later that night, I try to check us in. No record of these new tickets. United says they have no idea what I’m talking about. I try to call Lufthansa and their US support line is giving a busy signal (no joke). After multiple attempts, I finally try calling the Canadian support office, who confirmed that they were getting a busy signal too when they tried calling the line; also confirmed that he could see no new tickets in his system and that there was nothing he could do to help us, and that we need to speak to our travel agent.
• I then called NCL's "airfare specialists" again, and they’re shut down for the night. Awesome. So I call the personal cruise consultant line, and get told there’s nothing they can do, I have to wait till the airfare office is open in the morning.
• At this point, it seemed like a risk to try to rely on them to resolve this and get us to Athens in time, as they had been zero help so far, so I just said eff it, and shelled out $3600 for Delta tickets for an airport 2 hours away; we managed to get to Athens in time for the cruise, thankfully.

 

As for what happened to the new tickets that strangely disappeared - my best guess is that because they were tied to that original confirmation number, when we didn’t show up in Chicago, somehow the whole thing got cancelled, including our new tickets. I don’t know what we could have done differently in this situation to resolve it better.

 

Another lesson learned - make sure you check what is surrounding your cabin, not just on the sides, but above and below. Our cabin is apparently above a dishwashing station and there is non-stop clattering and a thumping noise from the washing machine. It goes all day from about 5am to midnight. So far our complaints have started an "investigation" - at this point, I would take a downgrade room-wise, so long as it’s quiet. I’m so tired that I’m having trouble getting through our excursions; too exhausted to enjoy them, and we've still got 5 more days to go.

 

I’m feeling pretty disheartened about this whole trip - we've spent a *lot* of money on this trip, and it’s not the experience I was hoping it would be.

[dexddd]

Welcome to CC.  I'm last to defend the line, but sounds like lots of newbie mistakes.

 

Airfare thru line from reports is about 2/3 good, rest not.

 

A few reports over years ncl air dept not helpful if issues.

 

Room location?

Edited May 29 by dexddd

[Acruzaholic]

I would never never never let NCL handle the air flights.Did it once-learned lesson you will get the worst departure/connections times, and cheapest flights they can find.

[Asawi]

It seems to me that most/all of the problems here were airline-related and not really NCL-related. HAving said that, maybe they could have been more supportive, but it seems like United/Lufthansa are the ones that messed up really bad.

Fortunately when I buy air through NCL (I'm in EU) I can see what flights they plan to put me on and can say yes or no. It's not as much discount as US BOGO, but still can be worth it on long/expensive routes. 

Either way, once approaching flight date the airline is who I need to deal with, not NCL. (Like when Lufthansa had a strike cancelling my flight to South Africa earlier this year (day before flight departure or something like that). A stressful couple of hours before Lufthansa could put me on new flights with other airlines.)

 

[david_sobe]

1 hour ago, Acruzaholic said:

I would never never never let NCL handle the air flights.Did it once-learned lesson you will get the worst departure/connections times, and cheapest flights they can find.

That's probably true but airline delays and cancellations can happen with the most expensive, first class seats and airlines.  

Sort of reminds me when people book everything with a TA and then when they need a flight home and the TA wont answer the phone on the weekend, they blame and vent at NCL.  Flight delays happen on every airline.  But there definitely are less reliable airlines than others.  But if you accept the deal what can you do?

[hallux]

35 minutes ago, Asawi said:

It seems to me that most/all of the problems here were airline-related and not really NCL-related. HAving said that, maybe they could have been more supportive, but it seems like United/Lufthansa are the ones that messed up really bad.

I agree. Once you get to the day of travel it falls on the airline to get you where you need/want to go.  Could NCL have helped by trying to find an alternate carrier?  Maybe, but if they did this for everyone that had air carrier issues on travel day they would need to add staff to handle the call volume (and possibly drop the BOGO offer as it would no longer be sustainable when they need to start buying new tickets half the time).

 

 

[G-DawgMN]

3 hours ago, rivkadr said:

 

So my husband and I booked a 10 night Mediterranean cruise on the Norwegian Viva that set sail on May 25. We were stupid and included airfare as part of the package, because they were having a special deal. We also had them set the flight days to 1 day before the cruise and 3 days after the end, so we could have time in Athens and Rome outside of the sailing dates. The flight to Athens was a complete mess; here’s what happened:

 

 

 So sorry that you had flight issues, but NCL has nothing to do with it. I know it's too late now (except for your return flight), but reading the terms and procedures of what to do if there's a delay or problem would have saved you some fruitless phone calls:

 

 Schedule changes after tickets have been issued
All air itinerary changes are the responsibility of the airline and are beyond the control of NCL. However, any air itinerary schedule change initiated by the airline more than 72 hours prior to your travel date will be managed by the NCL Air team. A schedule change communication containing your new flight information will be sent to the email on file. If there are delays, cancelations, or any schedule changes within 72 hours of your departure time, or during your travels, you will need to work directly with the airline for re-accommodations. These changes are beyond the control of NCL. It is important that you reconfirm your flight times within 72 to 24 hours of departure on the airline website to ensure no changes have been made. Please note, the policy applies to guests booking under the Air promotion and the Interactive Air Program.

 

 The only thing for that the call center is for once you're within 72 hours is for you to call them to let them know the new flights, I assume for transfers.

 

  

Flight Assistance While Traveling En-Route (Pre and Post Cruise)
In the event that your flight is changed or cancelled by the airline due to mechanical, inclement weather, strikes or any other involuntary reason, you should immediately advise an airline representative at the airport that you are a guest of Norwegian Cruise Line, and you are on your way to join a cruise. In most circumstances, the airline can arrange alternative flights at the airline counter, so you can get to the ship or the hotel destination. Please notify NCL through the "Flight Assistance Hotline" (contact numbers below) as soon as possible if a delay or cancellation. Please provide the agent with the new flight information, if applicable. Please note that air tickets cover flights from and to the vessel. Failure to travel on the outbound flight may resolve in automatic cancellation of the return flight.

 

https://www.ncl.com/freestyle-cruise/airsea

 

 

 

 

 

[Capitan Obvious]

Wow...there is just a LOT to unpack in this first post to CC.

 

In another thread, I made a point of explaining the importance of asking the right person when you seek the right answer. I think it applies here too.

 

NCL offers BOGO/discounted airfares as a part of the ongoing Free @ Sea promotion. When a guest selects this, the tickets are assigned through a 3rd party flight clearinghouse. You have no choice and no say in the flights. NCL's only involvement is to give your information to the 3rd party and pay for the ticket...they have no other control or involvement and are not able to help with day-of issues.

 

NCL also offers airfare for purchase. If a guest selects this, they work with a reservation agent and they DO get some say in the flight/airline/times. Costs a bit more, but you have a degree of control. Additionally, NCL is able to assist with day-of issues on these flights.

 

Needless to say, these are NOT handled by the same group at NCL...one group does not work with or for the other.

 

From what I'm reading, it appears that the OP likely booked one of these and then tried to resolve day-of airline issues through the other (as the only airline specialists at NCL are the second group...there is no contact info for the BOGO flight bookings). No surprise then that when the wrong group is contacted that they can't provided the desired help.

 

NCL's air promo likely would not have been a problem going from Michigan to (for example) Miami for a cruise. However, when a flight crosses an ocean (iow MANY time zones) and you only select 1 day deviation, I think the odds of issues goes waaaay up. Not sure that BOGO air is the safest choice for these long flights with multiple connections and multiple airlines.

[G-DawgMN]

1 hour ago, Acruzaholic said:

I would never never never let NCL handle the air flights.Did it once-learned lesson you will get the worst departure/connections times, and cheapest flights they can find.

 

I wouldn't agree with that. I've used it 2X for flights in the US and they've been direct and great times. Also my last flights to New Orleans would have cost me over $1000 a person, I paid $250 through NCL. But I only use NCL air when I'm willing to be flexible just in case I do get crappy flights.

 

 You really only hear about the bad experiences online. 

[BirdTravels]

3 hours ago, rivkadr said:

I’m feeling pretty disheartened about this whole trip - we've spent a *lot* of money on this trip, and it’s not the experience I was hoping it would be.

 

Welcome to Cruise Critic!

 

Sorry to hear about your experience.

 

But if you had booked the flights yourself, the outcome would have been the same. 99% of your "issue" was with the airline. Once you have a ticket (whether bought on your own or through NCL or through a travel agent), it is up to the airline to get you from Point A to Point B.

 

I travel frequently for work and the situation is the same. When delays and cancellations occur (and they occur frequently), the airlines are the best resource to get you rebooked. My travel agent does not have the resources/ability to make the changes that the airline can do (without calling the airline and having them do it).  

 

We use the NCL air often. We realize that we will likely get suboptimal routing and times going to and returning from our cruise. But,,,, we don't mind relaxing in an airport after the cruise and waiting for an evening flight. 

 

Using NCL air provides you with a certain level of "protection" should you get delayed and miss your cruise. If you booked on your own and missed your cruise, it is all on you to get back home or get to the next port. And do the coordination for late embarkation.  

Edited May 29 by BirdTravels

[graphicguy]

Whew.....Sorry to hear of your flight troubles.

 

Sounds like a comedy of errors, but mostly a United Airlines issue.  I have my own opinions about United, but that's besides the point.

 

While airlines have all been lacking in services while they try to stuff more and more passengers into their flights.  Personal service/help from them is lacking, as you found out, to say the least.

 

NCL....never booked through them.  No matter how much money I'd save, it's just one more thing that can go wrong that I can't personally take care of.  So, I book my own.

 

No matter, all this is moot at this juncture.  I've heard Viva is an amazing ship.  And, I truly love sailing the Mediterranean itineraries.  

 

Hope everything gets sorted.  I don't think anyone here can give you advice that would help your situation.

Edited May 29 by graphicguy

[shof515]

51 minutes ago, BirdTravels said:

it is up to the airline to get you from Point A to Point B.

 

I travel frequently for work and the situation is the same. When delays and cancellations occur (and they occur frequently), the airlines are the best resource to get you rebooked. My travel agent does not have the resources/ability to make the changes that the airline can do (without calling the airline and having them do it).  

 

depending on the airline and the airport, sometimes the airlines can be useless and not the best resource. On Monday afternoon i had flight get canceled, this airline only does 2 flights a day out of the airport. The evening flight was all booked up with no availability and the flight next day had some standby availability with no guarantee of getting a seat. I did not want to take the risk of being stuck at the airport an extra day on my expense and not getting on a flight. 

 

This airline does not have any alliance or partnership with other airlines, they were unable to rebook me on a different airline 

 

I needed to fly  on the same day and my only choice was to cancel that flight and rebook a very expensive last minute flight on a different airline in the evening that had availability with a free seat i was able to book 

Edited May 29 by shof515

[Bulk-head]

[schmoopie17]

Others have (correctly) pointed out that the flight issues are not the fault of NCL. The flights would have gone the same way even if you had booked them directly on your own.

 

However, nobody has addressed the cabin issue. I assume you chose this cabin and it was not a guarantee cabin? Even if a reservation agent or a TA picked it for you, a little checking of deck plans beforehand would have gone a long way to allowing you to pick a cabin in a more desirable location. There are numerous websites with cruise ship deck plans and reviews to allow intelligent cabin choices. So, I don't know what kind of "investigation" would result. Good luck with that.

 

Edited May 29 by schmoopie17

[PhillyTravelBug]

So sorry you had to deal with this nightmare of an experience. I can’t imagine the hopelessness and frustration you must have felt. We used the air promo last year on our Iceland sailing and had no issues besides a short delay. You definitely have me second guessing doing that again.

 

again, sorry. After saving, spending, and looking forward to a big getaway, only to have several issues.

[Capitan Obvious]

1 hour ago, Bulk-head said:

 

Great screen grab. You've captured exactly why it is important to read, and to understand, information regarding your purchase.

 

 

How many people don't read this, or just skim over it, and not realize the "provide guidance" and "take decisive action to resolve" in the event of irregular operations are NOT the same thing? Your flight is delayed? "Call United's reservation department" is guidance...they've told you what you should do....which is all "provide guidance" means.

[DCGuy64]

Sorry to the OP, but NCL is 0% responsible, same as if you'd bought tickets yourself or had a travel agent do the booking. Why people continually blame NCL when they're not a fault, I'll never understand. I *am* sorry things went awry, that is certainly no way to start a vacation. But airlines have delays all the time, this week it's been especially bad due to some nasty weather. I hope OP is able to have a good time and hope NCL resolves the issue with the noisy dishwasher. BTW most people are perfectly happy with NCL's airfare, only the angry ones usually post about it, the rest (the silent majority) remain silent.

[zqvol]

Sorry that the OP had issues but flight delays have nothing to do with NCL. This time of year they are common especially due to weather.  
 

As far as the cabin issue a little research before booking would have gone a long way to avoid those issues. 

[Menocchio]

1 hour ago, Bulk-head said:

Yeah, they're being misleading at best here. A real TA can act as your advocate with the airline. Someone like NCL Air is just going to point you to the airline. And the airline will prioritize their direct customers first, if it comes to that. So booking direct is almost always a better idea, barring a really great deal. 

[ontheweb]

The airline experience was obviously poor, but that is the fault of the airline. If you had booked it yourself, the flight problems you encountered would have still happened.

 

We once booked a direct flight to Fort Lauderdale from one of the NY area airports (I forget which one as it was years ago). The airline changed our direct flight adding a stop in Dallas! With the extra mileage and layover, we would have been lucky to be even able to wave goodbye to our cruise ship.

[pghflyer]

Very sorry that this happened to you and all the challenges - travelling now days is often rough and needs multiple days buffer for safety. Unfortunately, NCL is better at marketing a sale and getting you excited about BOGO airfare than they are about being clear about the risks and responsibilities. If you have never travelled or always used agencies, I can understand and empathize with someone thinking NCL is going to help more than they can/ will.   NCL has zero influence with the airlines, so unfortunately it isn't realistic to hold them accountable for those issues.   The only thing they have ownership of is if they book you too tight of an arrival time where it isn't feasible to make the ship.  Not sure what their criteria is there - 8 hours from departure? IDK.   Realistically, they should just force everyone to come in the night prior, but then the forum would be filled with people complaining they have plenty of time and don't want a hotel.

[Ellis1138]

I'm so sorry this happened. It's part of why I do everything piecemeal by myself on a trip. I need the control of all aspects. I learned my lesson about 18 years ago with Orbitz, about how 3rd parties save you so much money and it's wonderful when it all goes to plan; But when it doesn't, it becomes a bigger nightmare than if I had booked direct.

[DCGuy64]

I agree with @zqvol. There's nothing wrong with blaming a cruise line for things that are within its control. It's not Norwegian Airlines, it's Norwegian Cruise Line, i.e. they have nothing to do with when airplanes take off, weather delays, short staffing, etc. One person's cheerleader is another person's fact checker. I see nothing wrong with pointing it out when someone blames the wrong company. I also strongly agree with @Capitan Obvious that coming onto Cruise Critic for the very first time to air a grievance is not going to create a good first impression. It's gotten tiresome to see this play out repeatedly. The person who authored this thread is still on the cruise, so it's a bit premature to slam the cruise line before the cruise itself is even finished.

[BirdTravels]

4 hours ago, Menocchio said:

Yeah, they're being misleading at best here. A real TA can act as your advocate with the airline. Someone like NCL Air is just going to point you to the airline. And the airline will prioritize their direct customers first, if it comes to that. So booking direct is almost always a better idea, barring a really great deal. 

 

A real TA can not advocate for you with the airline. They are going to make the same calls you would, commit changes, and the results may be undesirable for you. 

 

An airline does not prioritize their direct customers first.

 

At the point there are delays and cancellation, it is 100% better to work directly with the airline (as the OP did) to find an acceptable resolution. 

 

My opinion, after being a Premiere 1K flyer for many years. Most of my travel booked through American Express. And when a flight cancelled, not working with AmEx is always the best. 

 

[julig22]

1 hour ago, DCGuy64 said:

The person who authored this thread is still on the cruise, so it's a bit premature to slam the cruise line before the cruise itself is even finished.

Yea, as to that...OP made no mention of using a NCL hotel post-cruise yet said they had a 3-day deviation on the back end. NCL doesn't do 3-day deviations without the hotel, hope that works out for them.