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Old April 12th, 2007, 10:15 AM
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Default NCL Customer/Reservation Relations Stinks!

Back in October, 16 of us booked a total of 5 rooms on the Pearl going to Alaska. We were all down the same hallway, all right togeter. It was perfect. We all had Category G rooms on the 8th deck for a great price. We were all happy.


Now....we just found out some distressing new JUST 2 DAYS AGO!!

Apparently, NCL realized back in January that their official brochure had an error and that there were NO 4 passenger rooms on the 8th deck under Category G. So NCL went and moved those passengers to other parts of the ship WITHOUT telling us until 2 days ago.

My travel agent was completely shocked, stating that this has never happened to her before in all her years of cruise agenting.

So now, 2 rooms are on the 5th deck, one room is on the 8th deck, and one room is on the 9th deck. True, that almost everyone got a bit of an "upgrade" in their room compared to what we initially booked.....BUT this was a family reunion cruise amongst us and we all really wanted to be together.

We've called NCL and our agent has called numerous times, and they repeatedly keep denying any other good alternative. They also won't give us any "hardship" or "customer-trouble" reimbursement or credit saying that "our upgrade is credit enough".

I think that this is complete garbage. Not everyone wants a better room. I spent hours upon hours back in the fall researching various cruise ships, prices, itineraries, and excursions......and strayed away from RC and booked with NCL.

Don't get me wrong, i am still looking forward to the incredible Pearl and alaska, but really am very unimpressed with NCL customer relations.
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Old April 12th, 2007, 10:57 AM
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Default Stop Whinning!

You said "They also won't give us any "hardship" or "customer-trouble" reimbursement or credit saying that "our upgrade is credit enough"."

You got an upgrade and now are looking for a "hardship" reimbursement? Get real!

NCL messed up and they made good on it. So you're scattered on several decks. Do you plan to stay in your staterooms the entire time? Of course not.

You're going to Alaska on a beautiful ship with your family. Years from now you won't remember whose stateroom was where, just the memories the trip!

Let it go. Otherwise you will come off as someone who wants something for nothing and it will overshadow your cruise.
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Old April 12th, 2007, 11:41 AM
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Default Re: NCL Customer/Reservation Relations Stinks!

Quote:
Originally Posted by nujdawg
Back in October, 16 of us booked a total of 5 rooms on the Pearl going to Alaska. We were all down the same hallway, all right togeter. It was perfect. We all had Category G rooms on the 8th deck for a great price. We were all happy.


Now....we just found out some distressing new JUST 2 DAYS AGO!!

Apparently, NCL realized back in January that their official brochure had an error and that there were NO 4 passenger rooms on the 8th deck under Category G. So NCL went and moved those passengers to other parts of the ship WITHOUT telling us until 2 days ago.

My travel agent was completely shocked, stating that this has never happened to her before in all her years of cruise agenting.

So now, 2 rooms are on the 5th deck, one room is on the 8th deck, and one room is on the 9th deck. True, that almost everyone got a bit of an "upgrade" in their room compared to what we initially booked.....BUT this was a family reunion cruise amongst us and we all really wanted to be together.

We've called NCL and our agent has called numerous times, and they repeatedly keep denying any other good alternative. They also won't give us any "hardship" or "customer-trouble" reimbursement or credit saying that "our upgrade is credit enough".

I think that this is complete garbage. Not everyone wants a better room. I spent hours upon hours back in the fall researching various cruise ships, prices, itineraries, and excursions......and strayed away from RC and booked with NCL.

Don't get me wrong, i am still looking forward to the incredible Pearl and alaska, but really am very unimpressed with NCL customer relations.
I don't blame you for being upset, but there would be no reason for NCL to give you any reimbursement. this isn't the end of the world, in fact it shouldn't even bother you a tiny bit unless the cabins that are away from yours will be occupied by little kids only; then it would be a major problem. BTW, I am shocked your travel agent didn't pick up on this way back when. The blame for this falls on both the shoulders of NCL and your TA. She should have been checking to make certain the cabins could hold more than two. I realize no one is perfect, TAs certainly make mistakes, just ask me and so do cruise lines, but she does have to fess up to not checking closely the cabins. NMnita
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Old April 12th, 2007, 02:30 PM
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My agent did not mess up. NCL advertised the rooms as four person quads. NCL's website advertised them as four person quads. NCL phone reservation agents advertised these as four person quads.

In jan-feb, NCL realized that they "MIS-LABELED" all of these rooms that they had advertised as quads. They then reassigned all of these people without telling any travel agent or customer.


With regard to the "credit" response. My room has my wife, my 4 year old, and my 1 year old. We are traveling with my folks, my in-laws, my brother, and multiple cousins.

My room with the the babies is completely far away from both sets of grandparents. I really couldn't care less about this upgraded room. What I cared for mostly was to have my kids near their grandparents. Now they are 4 decks apart.

you're right that hopefully in years to come I won't care about this issue, but right now, I feel pretty pissed off that my kids and their grandparents are no longer next door, and I am really pissed off that NCL changed these rooms back in February and DIDN"T TELL ANYONE!
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Old April 12th, 2007, 04:22 PM
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Unfortunately customer service on most lines, and in most cases, leaves much to ask for. I find it over and over again, and it does get frustrating, because it's difficult to understand how they can do such a good job with the onboard experience, and then drop the ball so often in their land based operations.

In the end, hopefully you'll enjoy the onboard experience so much, that the pre-cruise experience won't feel as bad.
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