NCL lost customer due to PCC

[khaide612]

I had a PCC who called me every time I logged in. I told her never to call me again that if I wanted anything I would call her. No more calls. I get the occasional email but that's it.

 

I book through CAS and didn't even realize there were dedicated CAS PCCs. I just call and speak to whoever answers and they make the changes I request, etc. A week before final payment, a nice man got us a refund. Then the day before final we decided to upgrade and a nice woman took care of that for us. Never had an issue with just speaking to whoever answers.

[Always Cruising]

I find it very difficult to deal with CAS - either the Miami Mon-Fri 9-5:30 top level people, or the regular CAS reservation agents. I am usually on hold at least an hour before getting to someone - then often disconnected. Whenever I see a promotion or special offer, I'm told it doesn't apply to CAS bookings. I do like the program, but it's not straightforward at all with information. When calling the 7 day CAS #, I often get an agent who puts me on hold to find an answer; taking up to 5 minutes with each answer search. We're all kinda stuck with them, though - it's a decent program and once on the ship, it's all forgotten (kind of like giving birth).

[DevCruise]

I agree with OP that the PCC should have called him back, but if he didn't hear from them he should have been proactive and called himself. I have no doubt the PCC was fielding calls from lots of people who wanted to get the deal. Your nephew wanted the personal attention of getting a call back, but as is evident, NCL had plenty of other people who wanted it too.

 

This exactly! Even the 1-800 numbers have been busy with long wait times if you believe what's been posted on Facebook. To me, it sorta sounds like the OPs friends were looking for a reason to cancel and this gave it to them. :(

[DevCruise]

Do you know what CAS is? No one.....can touch a CAS booking but CAS

 

CAS does have a "1-800" number....

 

For casino information and reservations, contact a Casinos At Sea Cruise Specialists

9:00 AM to 5:30 PM EST

Monday to Friday

1 877-PLAY NCL

(1-877-752-9625) or email us at casinoinquiries@ncl.com

 

I would assume this would have gotten them to someone?

[che5904]

I'm taking a cruise in May on the Getaway. I had talked my nephew and his wife into joining us on this cruise. When I say 'talked them into it' I really mean that as they didn't like their first NCL cruise which was on the Epic the first month that the ship came out.....but agreed to give NCL another try since I do like NCL. This was also to celebrate their wedding anniversary.

 

Harriet

 

Harriet, sorry to hear your nephew was basically ignored. I think that is wrong and nothing is probably more infuriating to me, than to wait for a return call that never comes.

 

But, in my experience, someone that you have to work that hard to talk into something. It usually takes very little to say "see I told you that company sucked". And once onboard finds small things that are annoying and "ruin their cruise" I'm not saying this applies in this case but that is what I have found. But if it does, this may have all been for the best.

 

As for the PCC, if you get good service then you may want to stay with them. If you are unhappy with them over this issue, find someone else. NCL has lots of employees, even with CAS.

Edited March 18, 2014 by che5904

[MCAT48]

Honestly, would you have been happy with another reason from the PCC? I doubt it. At least the guy was honest.

[ch7012]

That's what I was doing with my CAS PCC who's name starts with an 'A'. However, he is the one that told me to have my nephew call him to book the cruise. My nephew did and all was fine. Then the promotion came about. They played phone tag for a few days and then my CAS PCC never called back and my nephew was already a little upset. By that time the promo for the UDP was over. My nephew, otoh, incorrectly thought that he had to deal with the CAS PCC that booked his cruise for him. The phone number I gave my nephew was my CAS PCC's personal number.

 

 

 

Truthfully I can understand how things can go wrong from time to time.....but his excuse that he was just to busy really got under a wrong nerve of mine.

 

 

 

Harriet

 

 

 

Harriet, I also have a CAS PCC whose name starts with "A" who I also tried to get in touch with for the same promotion as you nephew and he never responded to me. I booked a cruise yesterday on the Sun for November and did not use my PCC and also will never use him again.

 

(I am also on the Getaway in May...any chance you are on the May 3 sailing?)

 

Christine

 

 

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[sweetride]

Honestly, would you have been happy with another reason from the PCC? I doubt it. At least the guy was honest.

 

"You're PCC was honest about doing a crappy job, so you should be happy" :rolleyes:

[kenlyn]

I booked a cruise 3 days ago through CAS and I asked him right out if he received any commission on the bookings as I had 2 more to book for my daughters wedding. He told me they do not receive anything for bookings and did not even offer to take care of the extra cabins. I believed him for that reason. It would have been an easy extra couple of sales. He was nice as was the rep I had last night when I switched cabins. I just spoke with whomever answered the phone.

[MCAT48]

"You're PCC was honest about doing a crappy job, so you should be happy" :rolleyes:

 

That is not what I wrote or implied.

 

The op states she's mad at the excuse. I asked if they'd be happy with any other excuse.

 

Truthfully I can understand how things can go wrong from time to time.....but his excuse that he was just to busy really got under a wrong nerve of mine.

[punkincc]

Having never been a big gambler, I've never had dealings with CAS, but am curious to know if the PCCs who answer the phone at the CAS number are actually NCL employees or do they just work for CAS?

 

If they just work for CAS, then if they give bad customer service and you blame the cruiseline, it's a little like blaming the cruiseline when a TA gives you bad service.

 

It is unfortunate they did not know the 800 # could not be called at CAS. And far too many people who have PCCs at NCL unfortunately think that only their assigned PCC can assist them.

[shelly11]

I've never dealt with CAS.

 

I would never let a deal pass me by waiting on a call from a PCC. Mine is wonderful but if I ever can't get him I speak to someone else and he gets with me later to make sure that person handled whatever I needed.

[whenisthemidnightbuffet?]

I will. I have already e-mailed my CAS PCC and told him how I felt and that him being busy was no excuse. If he was that busy he should have assigned it to another CAS PCC. I'll still book through CAS but I won't use this PCC ever again.

 

Harriet

 

So sorry this happened, I can imagine how disappointing this must be to you not having your family join you and embarrassing since you were the reason they reconsidered NCL. Too busy may be an okay excuse for someone doing you a favor, not someone who is supposed to be doing their job. It is my understanding that all PCC's get a commission on bookings (including CAS)so your not using him for your future bookings should impact him!

[swedish weave]

I am a little confused about this. The nephew got a good price for an inside cabin, but lost his cool and cancelled when he couldn't upgrade to get the UDP. Why didn't he just go ahead with the inside which was supposedly a good deal ?

 

Sounds like he just found an excuse to cancel.

Edited March 19, 2014 by swedish weave

[ttnc4me]

My situation is different. I must use the CAS department since my cruises are comped.

Now the whole price drop adjustments thing makes sense.:cool:

[ttnc4me]

That's what I was doing with my CAS PCC who's name starts with an 'A'. However, he is the one that told me to have my nephew call him to book the cruise. My nephew did and all was fine. Then the promotion came about. They played phone tag for a few days and then my CAS PCC never called back and my nephew was already a little upset. .

 

Truthfully I can understand how things can go wrong from time to time.....but his excuse that he was just to busy really got under a wrong nerve of mine.

 

Harriet

Apparently the PCC did call back (a few times?). Does this nephew not have a cell phone?

 

What reason would have been acceptable? He was being honest, and it sounds like he did return calls and made an effort to make this happen. Not his fault that the nephew wasn't available either.

Sounds like much ado about nothing.

[Casino Comp Chick]

Do you know what CAS is? No one.....can touch a CAS booking but CAS

 

Harriet

 

I use CAS all the time, why didn't he just call the CAS line and speak to anyone who answered? All the agents could have handled the change in the booking. I have done it on numerous occasions.

I agree that your nephew used it as an excuse otherwise why didn't he contact you prior to the expiration of the promo. I know I would have. The booking dates for the promo were clearly listed on the website.

Edited March 19, 2014 by iimmie

[rochelle_s]

Just curious,

 

I called during the Freesome Promotion inquiring about booking a Haven Spa Suite. During this promotion the UBP and UDP would be included and was told that these do not apply to CAS bookings.

 

The agent was very clear about that. I felt I would be better off then just to book independently and not through CAS. The agent said I would be saving about $300 if I booked through CAS and added on the two packages. This certainly does not sound much like a 'free' cruise to me. In this scenario CAS would also be saving on the other 'perks'... as the dinner for two and drink cards would be already included.

 

So was the OP's PCC just not willing to share this information? Or was I perhaps misled by the person I spoke with?

 

Rochelle

[Casino Comp Chick]

Just curious,

 

I called during the Freesome Promotion inquiring about booking a Haven Spa Suite. During this promotion the UBP and UDP would be included and was told that these do not apply to CAS bookings.

 

The agent was very clear about that. I felt I would be better off then just to book independently and not through CAS. The agent said I would be saving about $300 if I booked through CAS and added on the two packages. This certainly does not sound much like a 'free' cruise to me. In this scenario CAS would also be saving on the other 'perks'... as the dinner for two and drink cards would be already included.

 

So was the OP's PCC just not willing to share this information? Or was I perhaps misled by the person I spoke with?

 

Rochelle

 

It depends on your comp level. If you were comped a suite you would have been entitled to the UDP & UBP, if you were comped a balcony-minisuite you would receive the UDP, If you were comped an inside/oceanview you aren't entitled to any promo.

In this case I called CAS and found I was better off going with a consolidator for the same cruise as I got the UDP, UBP & $550.00 OBC. The price through CAS was $1500.00 cheaper but included no perks ($238.00 UDP, $1972.75 UBP & $550.00 OBC) so in this case the consolidator was cheaper by $1260.25 when you add in all the perks I received. I also received passenger 3-5 free but I believe that was the same with CAS.

Edited March 19, 2014 by iimmie

[rochelle_s]

It depends on your comp level. If you were comped a suite you would have been entitled to the UDP & UBP, if you were comped a balcony-minisuite you would receive the UDP, If you were comped an inside/oceanview you aren't entitled to any promo.

In this case I called CAS and found I was better off going with a consolidator for the same cruise as I got the UDP, UBP & $550.00 OBC. The price through CAS was $1500.00 cheaper but included no perks ($238.00 UDP, $1972.75 UBP & $550.00 OBC) so in this case the consolidator was cheaper by $1260.25 when you add in all the perks I received. I also received passenger 3-5 free but I believe that was the same with CAS.

 

 

Yes you were definitely much better off and I believe I would have also been better off if I had pursued this further during the promotion going with a consolidator.

 

You have just confirmed who can receive the extra promotions The OP stated that her family was offered a good deal for an inside cabin but wished to then upgrade to a balcony to receive the UDP. My understanding is that they would not have qualified for the UDP with a paid upgrade even if they had been able to speak directly with the PCC prior during the promotion. Which would then raise the question of why didn't the PCC just say this?

 

Rochelle

Edited March 19, 2014 by rochelle_s

[hpecorari]

I've been out of touch yesterday so I'm hoping to reply to many posts in this one.

 

My nephew is not a CAS player. However, because I am a CAS player and get MY cruises comped.....he gets a 10% or better price if he books through CAS using my reservation as a reference.

 

Due to the fact that his cruise was not comped he can pay for an upgrade and the UDP promo would have been available to him.

 

I, unfortunately, only gave my nephew my CAS's personal phone number. He had no other number to call. He also was under the impression that since he booked with my CAS PCC that any and all changes had to go through that PCC

 

If, in fact, my CAS PCC was to busy to return a phone call from Wednesday through Monday closing time then he should have passed it onto someone else.

 

Although my nephew was happy with the cabin and price he received when he initially booked the prices had gone down. The prices for a balcony were about the same price as he paid for the inside. He could have been ugraded for free or for a small price to the balcony and then had the UDP which was a promo at that time. He could do this because as I stated above, his cabin was not comped but just given a discount through CAS due to my reservation.

 

CAS are NCL employees.

 

My sailing is May 31st on the Getaway.

 

Anything I missed?

 

Harriet

[hpecorari]

Today, to my surprise, a CAS Manager called me. He said he was informed about a post I'd written on CC. He said he was aware of the situation and offered my nephew a deal that I presented to my nephew. Basically, it's an inside cabin in the same category that he originally had. As the prices have gone down now and with the additional discount the CAS manager gave him he can have that inside cabin and pay for the UDP for the two of them as well as keep the $100.00 OBC that he had with his other reservation. The total price is now about $350 to $400 cheaper. (Sorry, I can't remember exactly what he was paying before).

 

That reservation is on hold for him until tomorrow at which time he needs to pay in full for it or let it cancel on his own. I've e-mailed him all the information, the reservation that is on hold, etc.

 

Now....we'll see if he accepts it. I think it's a great deal and he should.

 

However, if he does not.....then those who stated that they think he was just looking for an excuse not to cruise NCL would be right.

 

I, myself, am curious so time will tell.....

and I'll report back tomorrow or Saturday letting everyone know what he decided.

 

Bottom line......

NCL ROCKS! I won't use tat CAS PCC anymore but will continue to cruise with NCL And a huge 'High Five' to CAS manger Charles. he really went out of his way to try and help even though my nephew and his wife are only one small piece of sand in the sandbox.

 

Harriet

[Casino Comp Chick]

Today, to my surprise, a CAS Manager called me. He said he was informed about a post I'd written on CC. He said he was aware of the situation and offered my nephew a deal that I presented to my nephew. Basically, it's an inside cabin in the same category that he originally had. As the prices have gone down now and with the additional discount the CAS manager gave him he can have that inside cabin and pay for the UDP for the two of them as well as keep the $100.00 OBC that he had with his other reservation. The total price is now about $350 to $400 cheaper. (Sorry, I can't remember exactly what he was paying before).

 

That reservation is on hold for him until tomorrow at which time he needs to pay in full for it or let it cancel on his own. I've e-mailed him all the information, the reservation that is on hold, etc.

 

Now....we'll see if he accepts it. I think it's a great deal and he should.

 

However, if he does not.....then those who stated that they think he was just looking for an excuse not to cruise NCL would be right.

 

I, myself, am curious so time will tell.....

and I'll report back tomorrow or Saturday letting everyone know what he decided.

 

Bottom line......

NCL ROCKS! I won't use tat CAS PCC anymore but will continue to cruise with NCL And a huge 'High Five' to CAS manger Charles. he really went out of his way to try and help even though my nephew and his wife are only one small piece of sand in the sandbox.

 

Harriet

 

I am happy they came through for you, that is 1 of the reasons I love NCL. They really do try to keep customers happy when they have a legitimate gripe as yours was. I hope your nephew takes the deal & you all have a lovely vacation.

[Casino Comp Chick]

Yes you were definitely much better off and I believe I would have also been better off if I had pursued this further during the promotion going with a consolidator.

 

You have just confirmed who can receive the extra promotions The OP stated that her family was offered a good deal for an inside cabin but wished to then upgrade to a balcony to receive the UDP. My understanding is that they would not have qualified for the UDP with a paid upgrade even if they had been able to speak directly with the PCC prior during the promotion. Which would then raise the question of why didn't the PCC just say this?

 

Rochelle

 

Different scenario. They were getting a discounted cabin (would be the same if it was an AARP booking)

[A1SusieQ]

That's great news. Hope he takes it. Yes CAS is great.

 

 

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