Shore Excursion Changed without permission or notification

[sailincajunns]

Just thought I'd share a 'heads up' to any other folks on the board who have/will book excursions through NCL. I was looking over details and notcied that in Kona, NCL showed us having two different shore excursions at the same time. Those details did not match the receipts I had printed, and in fact the NCL site does not allow a person to book conflicting excursions. I conacted my PCC NCL, who informed me that the PCC's at NCL do not "handle" shore excursions. When I reached the Shore Excursion "number" at NCL, they informed me the time we had selected for one of the excursions had been 'cancelled', so NCL "moved" our excursion. Obviously, the restrictions that help prevent confliciting excursions do NOT apply when NCL makes a change. We were able to resolve the issue, but the fact NCL would make such a change to a confirmed reservation, with no attempt to notify us, and without even assuring the "new" arrangements were even physically possible does not make for a good first impression on this virgin NCL customer. You would think a courtesy email would have been easy enough. On well, Bon Voyage in any case.

[sparks1093]

I don't think that expecting notification of this is asking too much. Hope the rest of the cruise goes well!

[NJ04SS]

Sorry to hear this. To be honest, I called NCL the other day in regards to a Shore Excursion - and OMG they have NO CLUE of what is going on. I am alittle leary to book a Shore Excursion with them...

[MrLee]

Someone dropped the ball on this one. I'm glad it worked out for you but I wonder how many of those who weren't notified will be on here to tell us about it when the cruise is over. Worse yet, what about the majority of cruisers who aren't on CC who will just take their business elsewhere next time?

[newmexicoNita]

Just thought I'd share a 'heads up' to any other folks on the board who have/will book excursions through NCL. I was looking over details and notcied that in Kona, NCL showed us having two different shore excursions at the same time. Those details did not match the receipts I had printed, and in fact the NCL site does not allow a person to book conflicting excursions. I conacted my PCC NCL, who informed me that the PCC's at NCL do not "handle" shore excursions. When I reached the Shore Excursion "number" at NCL, they informed me the time we had selected for one of the excursions had been 'cancelled', so NCL "moved" our excursion. Obviously, the restrictions that help prevent confliciting excursions do NOT apply when NCL makes a change. We were able to resolve the issue, but the fact NCL would make such a change to a confirmed reservation, with no attempt to notify us, and without even assuring the "new" arrangements were even physically possible does not make for a good first impression on this virgin NCL customer. You would think a courtesy email would have been easy enough. On well, Bon Voyage in any case.

 

yes, it would have been nice and should have been done. Don't let this influence your cruise too much. Shoe excursion dept are not always the best, regardless of the line. At least you were able to straighten it out. Have a great cruise and look at the bright side, you are going to be enjoying time away from work, responsibilities and whatever else..

 

Nita

[bakerintn]

I think that the right way of handling this would have been to cancel the first excursion and notify you about that and let you take it from there.

 

Not notifying you and then booking you on a different excursion is not customer friendly at all.

 

You should have plenty of time to select an alternative...thru NCL or privately.

[SeaShark]

Shore Excursions Terms & Conditions

 

General Information

Tour Descriptions, Durations and Departure Times

The information provided on this website is designed to help you select the excursions most suited to your interests. The tour descriptions are as current and accurate as possible. Please note that occasionally changes in the descriptions do occur. Some tours will operate in an order that is different from that presented in the tour descriptions. This helps to alleviate crowding at local venues. The individual tour descriptions include approximate durations and can be found under each tour name. Please note that departure times are subject to change.

 

Prices

All prices are in U.S. dollars, capacity controlled and subject to change without notice. Prices for Hawaii only, DO NOT INCLUDE the additional Hawaiian State Tax that is assessed on all Shore Excursions. Prices include meals, refreshments as indicated in the tour description (including gratuities for these services), plus guide and entrance fees, unless otherwise noted. There is no charge for children under the age of 2 (at the time of sailing) who do not occupy a separate seat on most tours. Children's prices are only available as indicated at time of booking. Participants under the age of 13 pay child prices and participants 13 years of age and older pay adult prices (unless otherwise noted). An adult must accompany participants under the age of 18 on all tours. Due to weight and balance limitations as well as passenger safety and comfort, guests weighing 250 lbs. (113kg) or more (fully dressed) will be required to pay a surcharge to reserve extra space on the helicopter and all flightseeing tours.

 

Cancellation or Modification

Cruise schedules are subject to change at the discretion of the Captain, and may occasionally be affected by variations in arrival or departure times, inclement weather, and mechanical or equipment difficulties. NCL reserves the right to change Shore Excursion prices, itineraries and departure times without notice. Excursions are subject to cancellation or modification depending on the number of guests participating. NCL reserves the right to cancel a Shore Excursion for any reason, including inclement weather, and shall not be liable for any loss to participants. Participants holding tickets for canceled Shore Excursions will receive a full refund. Should it be necessary to abandon a Shore Excursion due to difficulties en route, NCL will arrange the best possible refund for participants according to the circumstances.

 

Refunds and Cancellation Fees

All tours cancelled within 48 hours prior to arrival in the port where the tour is scheduled to operate are non-refundable. Certain tours, such as overland tours, customized tours and tours with theater performances or special events may be subject to different cancellation fees. Check with the Shore Excursion Desk for details. If a flight departure is cancelled due to weather by the flight company in conjunction with the Shore Excursion Manager, a full credit is given. You can cancel a tour by returning the tour ticket to the Shore Excursion Desk and advising the staff of the cancellation. Refunds will be credited to the guest's onboard account.

 

Guests with Disabilities

While NCL strives to make its Shore Excursion program available to all its guests, inherent tour venue limitations and/or tour operator limitations exist that are beyond NCL's control that limit the ability of guests with special needs to participate in certain Shore Excursions. We urge such guests to advise the Shore Excursion department of disabilities when requesting tours and to further meet with the Shore Excursion staff on board to discuss their disabilities as they relate to the unique characteristics of each Shore Excursion. We typically recommend independent transportation for the comfort and convenience of guests with disabilities.

 

Important Considerations

We want you to have a great time, but we also want you to be safe. With that in mind, we ask you to be careful if you purchase tours or guide services from anyone not affiliated with NCL. As you might imagine, many are not licensed, even fewer are insured, and getting you back to the ship on time is probably not their main concern. Here at NCL, we only use insured, fully licensed tour operators for our Shore Excursion program.

 

 

 

 

 

FWIW...I believe that anytime you enter into an agreement with another party, that you should understand the terms of that agreement. It goes a long way toward avoiding confusion later.

[marym933]

Just thought I'd share a 'heads up' to any other folks on the board who have/will book excursions through NCL. I was looking over details and notcied that in Kona, NCL showed us having two different shore excursions at the same time. Those details did not match the receipts I had printed, and in fact the NCL site does not allow a person to book conflicting excursions. I conacted my PCC NCL, who informed me that the PCC's at NCL do not "handle" shore excursions. When I reached the Shore Excursion "number" at NCL, they informed me the time we had selected for one of the excursions had been 'cancelled', so NCL "moved" our excursion. Obviously, the restrictions that help prevent confliciting excursions do NOT apply when NCL makes a change. We were able to resolve the issue, but the fact NCL would make such a change to a confirmed reservation, with no attempt to notify us, and without even assuring the "new" arrangements were even physically possible does not make for a good first impression on this virgin NCL customer. You would think a courtesy email would have been easy enough. On well, Bon Voyage in any case.

 

Cajunns, when I checked out booking yesterday, I found that the price of the Kona Land and Sea was listed at $119 pp. I thought that was not right, so I checked my receipt. I booked it at $99 pp. I called the shore excursion desk and they said that it "looked" like I would be getting it for $99. BRING ALL OF YOUR RECEIPTS!!

[*Wink*]

OP ~ Sorry for this snag. One thing you should know about NCL's customer service is that it's not the best. So I assume it goes along with the excursion dept.

I use a PCC too, and she is the best, so hopefully you have a good one.

 

What SeaShark posted is important. Cruise Lines seem to have a concession for every possible error they may make. The best thing someone can do is read EVERY stupid fine print there is. That way, you'll know how screwed you might get. At least you won't be surprised when something like this happens.

 

I hope this won't tarnish your future choices to book NCL. Hopefully your cruise will be so awesome you'll forget about this.

[Zeno]

Just thought I'd share a 'heads up' to any other folks on the board who have/will book excursions through NCL. I was looking over details and notcied that in Kona, NCL showed us having two different shore excursions at the same time. Those details did not match the receipts I had printed, and in fact the NCL site does not allow a person to book conflicting excursions. I conacted my PCC NCL, who informed me that the PCC's at NCL do not "handle" shore excursions. When I reached the Shore Excursion "number" at NCL, they informed me the time we had selected for one of the excursions had been 'cancelled', so NCL "moved" our excursion. Obviously, the restrictions that help prevent confliciting excursions do NOT apply when NCL makes a change. We were able to resolve the issue, but the fact NCL would make such a change to a confirmed reservation, with no attempt to notify us, and without even assuring the "new" arrangements were even physically possible does not make for a good first impression on this virgin NCL customer. You would think a courtesy email would have been easy enough. On well, Bon Voyage in any case.

 

You are absolutely right to be annoyed. On our recent cruise, we had one excursion cancelled and were informed by email. They did not re-book us - we contacted them and booked a different excursion. I would have been pretty ticked off if NCL had changed our excursion without letting us know.

 

Complain IN WRITING.

[sparks1093]

I can understand the whole "cancel without notification" thing, after all it is in the terms and conditions. But to rebook, especially at the same time as another previously booked excursion? That should have required some sort of customer contact.

[*Wink*]

I can understand the whole "cancel without notification" thing, after all it is in the terms and conditions. But to rebook, especially at the same time as another previously booked excursion? That should have required some sort of customer contact.

Good point. Really crazy. I swear, with all the unemployed out there, there are a million people who would know better than that!! A CHILD would know better than that! It's maddening that the person who made that decision is actually drawing a paycheck.

[surroundedbyboys]

Of course all cruise lines have the legal jargon in fine print to cover every possibility or eventuality. What's missing here is the customer service follow through to let people know what's going on.

We've had excursions canceled in the past by NCL and have always gotten a notification from them. Someone dropped the ball here.

[SwimnwFishes]

If it was simply a matter of quoting the Terms & Conditions SeaShark, then there wouldn't be any need for a customer service office period.

 

The whole point of the OPs frustration is that NCL failed to even offer them the basic courtesy of letting them know so that they, the customer, could make an informed decision about what options were available to them.

 

If you read the OP's post carefully, you'll note that they mention "without even assuring the "new" arrangements were even physically possible". Clearly there's a reason why the new excursion was inappropriate for them.

 

As the customer, I have a perfect right to be able to spend my discretionary funds onboard how I see fit, not how someone in the corporate headquarters sees fit.

[MrLee]

Shore Excursions Terms & Conditions

 

General Information

Tour Descriptions, Durations and Departure Times

The information provided on this website is designed to help you select the excursions most suited to your interests. The tour descriptions are as current and accurate as possible. Please note that occasionally changes in the descriptions do occur. Some tours will operate in an order that is different from that presented in the tour descriptions. This helps to alleviate crowding at local venues. The individual tour descriptions include approximate durations and can be found under each tour name. Please note that departure times are subject to change.

 

Prices

All prices are in U.S. dollars, capacity controlled and subject to change without notice. Prices for Hawaii only, DO NOT INCLUDE the additional Hawaiian State Tax that is assessed on all Shore Excursions. Prices include meals, refreshments as indicated in the tour description (including gratuities for these services), plus guide and entrance fees, unless otherwise noted. There is no charge for children under the age of 2 (at the time of sailing) who do not occupy a separate seat on most tours. Children's prices are only available as indicated at time of booking. Participants under the age of 13 pay child prices and participants 13 years of age and older pay adult prices (unless otherwise noted). An adult must accompany participants under the age of 18 on all tours. Due to weight and balance limitations as well as passenger safety and comfort, guests weighing 250 lbs. (113kg) or more (fully dressed) will be required to pay a surcharge to reserve extra space on the helicopter and all flightseeing tours.

 

Cancellation or Modification

Cruise schedules are subject to change at the discretion of the Captain, and may occasionally be affected by variations in arrival or departure times, inclement weather, and mechanical or equipment difficulties. NCL reserves the right to change Shore Excursion prices, itineraries and departure times without notice. Excursions are subject to cancellation or modification depending on the number of guests participating. NCL reserves the right to cancel a Shore Excursion for any reason, including inclement weather, and shall not be liable for any loss to participants. Participants holding tickets for canceled Shore Excursions will receive a full refund. Should it be necessary to abandon a Shore Excursion due to difficulties en route, NCL will arrange the best possible refund for participants according to the circumstances.

 

Refunds and Cancellation Fees

All tours canceled within 48 hours prior to arrival in the port where the tour is scheduled to operate are non-refundable. Certain tours, such as overland tours, customized tours and tours with theater performances or special events may be subject to different cancellation fees. Check with the Shore Excursion Desk for details. If a flight departure is canceled due to weather by the flight company in conjunction with the Shore Excursion Manager, a full credit is given. You can cancel a tour by returning the tour ticket to the Shore Excursion Desk and advising the staff of the cancellation. Refunds will be credited to the guest's onboard account.

 

Guests with Disabilities

While NCL strives to make its Shore Excursion program available to all its guests, inherent tour venue limitations and/or tour operator limitations exist that are beyond NCL's control that limit the ability of guests with special needs to participate in certain Shore Excursions. We urge such guests to advise the Shore Excursion department of disabilities when requesting tours and to further meet with the Shore Excursion staff on board to discuss their disabilities as they relate to the unique characteristics of each Shore Excursion. We typically recommend independent transportation for the comfort and convenience of guests with disabilities.

 

Important Considerations

We want you to have a great time, but we also want you to be safe. With that in mind, we ask you to be careful if you purchase tours or guide services from anyone not affiliated with NCL. As you might imagine, many are not licensed, even fewer are insured, and getting you back to the ship on time is probably not their main concern. Here at NCL, we only use insured, fully licensed tour operators for our Shore Excursion program.

 

 

 

 

 

FWIW...I believe that anytime you enter into an agreement with another party, that you should understand the terms of that agreement. It goes a long way toward avoiding confusion later.

 

 

What we're discussing here (and no one disputes) is not the legalities but the customer service.;)

[tgptmp]

This is in part why I don't (if I don't have to) book my excursions through the cruise line. I use private companies--smaller groups--more personal attention--more bells and whistles--cheaper!!

[yoyocruiser]

Even legally I get that they can cancel with out any notice. but I really don't get how they can totally rebook you. It's not a change of itinerary, or a change of price, or a change of description--it is an actual change in a booking.

 

Beyond the legalities--yes--service wise I am actually very surprised they did not contact you. For what it's worth, we have not had a problem with booking excursions. Just so you know that this doesn't happen to everyone. 9But it sure sounds like a lot of people have problems.)

[SeaShark]

It seems like some people (not all) aren't getting that they only changed the time of the excursion.

 

The "new" excursion is the same as the old one.

 

The "new" price is the same as the old one.

 

 

 

NCL does this so that you still have both reservations....then you can choose which one to drop....rather than making the choice for you, since NCL has no idea which of the booked excursions is more important to you.

[*Wink*]

It seems like some people (not all) aren't getting that they only changed the time of the excursion.

 

The "new" excursion is the same as the old one.

 

The "new" price is the same as the old one.

 

 

 

NCL does this so that you still have both reservations....then you can choose which one to drop....rather than making the choice for you, since NCL has no idea which of the booked excursions is more important to you.

Well all I know is now I'm really confused! LOL Thanks SeaShark!!! :D

[MrLee]

It seems like some people (not all) aren't getting that they only changed the time of the excursion.

 

The "new" excursion is the same as the old one.

 

The "new" price is the same as the old one.

 

 

 

NCL does this so that you still have both reservations....then you can choose which one to drop....rather than making the choice for you, since NCL has no idea which of the booked excursions is more important to you.

 

I mthink the real issue here is lack of notification.

[flashdog_1]

i booked my post cruise excursion on line thru the NCL site, printed out my confirmation etc. When "black luggage tags" were not delivered to my cabin (the black designating an area near the tour bus) I went to the front desk because shore excursion desk was unmanned.

 

They looked it up and did not show us having a reservation despite my confirmation. They mentioned that there was no charge for it in my final bill.

 

They found someone who booked us and we got our new cfm paper (the # for the shore excursion was different) and the tags, but it was iffy for a while. That piece of paper from home didn't get me on the tour, but fortunately with a good manager and space available, we did get NEW reservations, and the next morning onto the bus.

[SeaShark]

I mthink the real issue here is lack of notification.

 

If they weren't notified...we wouldn't even know there was an issue.

 

 

It all depends on how particular you get with "notified".

[MrLee]

If they weren't notified...we wouldn't even know there was an issue.

 

 

It all depends on how particular you get with "notified".

 

It was found when the OP checked on it, not thru notification.

[IWORK2CRUISE]

Just thought I'd share a 'heads up' to any other folks on the board who have/will book excursions through NCL. I was looking over details and notcied that in Kona, NCL showed us having two different shore excursions at the same time. Those details did not match the receipts I had printed, and in fact the NCL site does not allow a person to book conflicting excursions. I conacted my PCC NCL, who informed me that the PCC's at NCL do not "handle" shore excursions. When I reached the Shore Excursion "number" at NCL, they informed me the time we had selected for one of the excursions had been 'cancelled', so NCL "moved" our excursion. Obviously, the restrictions that help prevent confliciting excursions do NOT apply when NCL makes a change. We were able to resolve the issue, but the fact NCL would make such a change to a confirmed reservation, with no attempt to notify us, and without even assuring the "new" arrangements were even physically possible does not make for a good first impression on this virgin NCL customer. You would think a courtesy email would have been easy enough. On well, Bon Voyage in any case.

I know that on our Dawn cruise last month the vendor cancelle our preferred shore excursion in Samana. NCL ShoreEx emailed about the cancellation right away and we were then able to select a different excursion.

Is it possible that you were notified via email but it went to your SPAM?

If that is not the case then you do have reason to be upset.

Keep in touch with them and I hope that all works out well for you.

[Jenbo57]

Count me as another person who would never book through the cruise line, no matter how much they try to "scare" passengers with stories about groups not getting back to the ship on time, etc. Not only do they not always know what they're doing, as the OP found out, but they charge way too much and the reimbursements to the tour operators is not nearly enough.*

 

(*We were at the Seattle Travel Show two weeks ago and heard this firsthand from a couple who run a tour on the Big Island. They contract with NCL - and maybe other lines, but I'm not sure - and have not had a good experience. If we do their tour when we're there in May, we'll book directly through them.)