JennP
01-18-2007, 04:15 PM
Hi everyone,
I know this isn't directly related to R Family, but trying to find any help I can get. We have been having a really hard time with NCL customer service. We booked our first family cruise in July for Christmas of 2006. In November, one of our family was deployed to military duty in Afghanistan. We had travel insurance, but because the deposit was made on a seperate credit card, they disqualified it (loop hole!). So, we phoned the cruiseline and we were still within the 30+ days to cancel. We would lose the deposit on the cabin but would receive a refund for the rest of the payment. Since there were 6 of us going, five of us still decided to go as he would still be in Afghanistan during that time. We decided to cancel one cabin and go as a triple occupancy in one of the others. NCL was quick to charge the triple occupancy on our credit card the very next day, but said it would take longer to issue a refund for the inside cabin. (is this making sense?)
It was difficult enough given the circumstances, but we have still not recieved the refund. We phoned at the end of November to be told it would take a few weeks to process. We phoned in December and were told they had computer problems, it was coming soon etc etc.
Finally on the cruise itself, I arranged a meeting with the Front Office Manager. She said she contacted the Supervisor in Miami with my information and gave me a number to call once we were back home following the cruise. I have phoned three seperate times in January and have never spoken to the supervisor. She is always away. I have spoken to the call center people who keep telling me to wait a few more weeks. I am growing more and more disheartened at this whole situation. We had a nice cruise, but this whole situation has left a negative impression of NCL. They told me to call back in two more weeks. I don't know if I should keep pursuing it further or wait yet another two weeks...?
It's sad that even with circumstances like being deployed to military duty in Afghanistan, we have had so much extra un-needed stress because of this. I have spent hours on hold, and so much energy trying to resolve something that should be fairly straightforward.
I guess I just needed to vent and hope that maybe someone reading this would have any thoughts or be able to offer any advice?
Thanks so much,
Jenn
I know this isn't directly related to R Family, but trying to find any help I can get. We have been having a really hard time with NCL customer service. We booked our first family cruise in July for Christmas of 2006. In November, one of our family was deployed to military duty in Afghanistan. We had travel insurance, but because the deposit was made on a seperate credit card, they disqualified it (loop hole!). So, we phoned the cruiseline and we were still within the 30+ days to cancel. We would lose the deposit on the cabin but would receive a refund for the rest of the payment. Since there were 6 of us going, five of us still decided to go as he would still be in Afghanistan during that time. We decided to cancel one cabin and go as a triple occupancy in one of the others. NCL was quick to charge the triple occupancy on our credit card the very next day, but said it would take longer to issue a refund for the inside cabin. (is this making sense?)
It was difficult enough given the circumstances, but we have still not recieved the refund. We phoned at the end of November to be told it would take a few weeks to process. We phoned in December and were told they had computer problems, it was coming soon etc etc.
Finally on the cruise itself, I arranged a meeting with the Front Office Manager. She said she contacted the Supervisor in Miami with my information and gave me a number to call once we were back home following the cruise. I have phoned three seperate times in January and have never spoken to the supervisor. She is always away. I have spoken to the call center people who keep telling me to wait a few more weeks. I am growing more and more disheartened at this whole situation. We had a nice cruise, but this whole situation has left a negative impression of NCL. They told me to call back in two more weeks. I don't know if I should keep pursuing it further or wait yet another two weeks...?
It's sad that even with circumstances like being deployed to military duty in Afghanistan, we have had so much extra un-needed stress because of this. I have spent hours on hold, and so much energy trying to resolve something that should be fairly straightforward.
I guess I just needed to vent and hope that maybe someone reading this would have any thoughts or be able to offer any advice?
Thanks so much,
Jenn