12-day cruise for January 2020 out of New Orleans was cancelled by NCL. Flights had already been booked for the initial cruise, and had to be changed. I re-booked to a 9-day Western Caribbean, also out of New Orleans. I did this by phone and was given the 15% discount for the new reservation as promised in their cancellation letter. Now, for the airline ticket change fees – where they promised a refund of up to $300 per person -- they directed me to a different phone number.
I called this separate number (waited 30+ minutes), and was then advised that I had to contact NCL through the website help section, "After You Cruise". So not a direct email, but a "pop up" form (standard now), which allows for attachments to include my receipts. Now, "After You Cruise" doesn't allow you to pull down the cruise date because obviously the cruise hasn't occurred yet (it's in February 2020). I chose to use the "Before You Cruise" help option, advised them of my situation and attached all of my receipts showing the old and new flights with the change fees paid.
It's been two weeks and I have submitted the request twice, with no response. I'm pretty frustrated. I booked my initial flights in good faith, and re-booked my flights for the new cruise, staying loyal to NCL. Why is it so hard to even get a response -- never mind my $420 back in change fees!
Has anyone had experience with airline change fee refunds? Is it because they won't refund them *before* my cruise and I must wait until the cruise has been completed? Is there a more direct email address that I should be using? You'd think they would at least tell me either way.
Any assistance or suggestions would be appreciated. Thanks all.