EstTXlakeLady

We recently canceled our Feb 6 Jade sailing from Singapore due to canceled airline flights and our concerns about the changing corona virus situations in SE Asia.   We cancelled knowing that even though we had purchased insurance through NCL, it would not provide a full refund because we didn't meet the criteria.  We did expect 75% of the non-refundable cancellation charges in FCC.  After submitting our documentation to AoN, we received a letter within 5 days saying we would receive the 75% FCC, the credits should be received in the next few weeks, and contact NCL with any questions regarding future cruise credits.

Anytime you deal with the NCL call center, be prepared for the twilight zone.  I can honestly say that everyone we've talked to has been gracious and as helpful as they can be.  The problem is NCL has segregated all of their customer services and a gracious friendly representative can only answer limited number of questions before referring you to another department.   While trying to determine if FCC are posted to our Latitudes account, my calls have been dropped numerous times and once I suddenly went to the survey at the end of the call.   The representatives cannot call you back so each dropped call means you go through the entire process--select #2, #6, #2--and retell your story one more time.

Yesterday I talked to a gracious representative who advised me to submit a case through guest relations.   ncl.com/case-submission (if you need this).   I received an email with case number and a promise to "reply as quickly as possible"    Today I received an email telling me it takes NCL 8-10 weeks to post AoN FCC credits.   

Since I've also dealt with airline, hotel, excursion booking agencies, travel insurance during the cancellation process, I can say that this is NOT how it works with other companies.   

Frustration abounds.   I've followed the travels and frustrations of those who took the cruise and our frustration is small compared to theirs.  Once we receive our FCC (hopefully in this century), we plan to take our last cruise with NCL.   I suspect our departure is no loss to them however I'm ready to work with a company that values customer relations. 

Thank you for your trip report. We're booked on the December 20 Jewel cruise and your wealth of information will help us plan.

Going on the 11/21/15 POA cruise.

We love our cameras and enjoy taking photo tours when we cruise. We found a Kauai photo tour done by the Kauai Photo Tour company, which has high recommendations on Trip Advisor. The company is closed on Thursday, Nov 26 for Thanksgiving however they can offer an early morning photo tour on Friday, Nov 27th. They need at least four people to conduct the tour.

Looking for others to join the group. You can check out their website http://www.hawaiianphotos.net/Kauaitours.htm

Or Call Michele at 808-823-1263 for more info.

Dennis and Sheryl