We are long time customers of NCL. Many of our cruises have been on the line, but our last sailing with them may be our upcoming Panama Canal sailing.
Here is a brief explanation of our recent experience with NCL air and reasons for you to be aware and to fully understand how they are currently operating the department before you consider using the service:
1) The flight to Miami was cancelled by JetBlue on the day of the flight. Several attempts were made to contact the emergency number at NCL. Calls were never answered! Finally, after a “hold” for over an hour, near midnight, the equivalent of an “answering service” answered and took our information. She said we were “protected” and that NCL would make things right after the cruise. They could/would not provide any information for new flights, etc.
2) We booked flights on our own to ensure we would arrive in Miami before departure, as most flights were quickly filling up.
3) The luggage finally arrived after we departed the ship at our first port, following two sea days. After two complaints about the lack of support from the air department, customer service agreed to provide a bit of compensation to purchase items of clothing to use until the luggage finally arrived. We had to “beg” for the funds, they were not forthcoming.
4) At the conclusion of the cruise, we contacted NCL air to receive a refund for the additional funds we were required to pay for the flights to get to the port on time.
5) NCL had no intention to refund us for the additional payments we made to replace the flights that they had booked for us. After two repeat contacts with their customer service department, following the cruise, they finally agreed to refund to us half of the airfare we had paid with the original booking. We provided proof of the funds paid directly to American Airlines, but they would not budge to increase the refund to the amount we paid. They used the “cop out” that we should refer to our cruise insurance for the additional amount.
6). We contacted two levels above the regular Guest Relations department with no success. They are insistent that there is nothing further they will do for us.
So, please be aware that in addition to all the other issues associated with NCL air, these are yet additional reasons to avoid the service unless you are fully aware of the lack of service and commitment that they are willing to provide.
- No assistance on the day of travel, even though an emergency number is provided, it is unlikely that your call will not be answered
- If you decided to take matters into your own hands, you may be able to successfully book last minute replacement flights, but don’t expect NCL to support you with anything other than a minimal reimbursement of only half of the fare paid, if your flights were only impacted in one direction. You will not be compensated for the amount you are deserving of unless you have more success with their senior management then we did.
BEWARE and Be Aware…. NCL Air is a very questionable operation of the business!
Happy Sailing!
