Norwegian Cruise Line Customer Support

[tuxedorentals]

I should say the lack of customer support. I booked a cruise for May on the Getaway. I made final payment this past Monday, March 17. As of today, March 21, the price is now down $100. I called Expedia who I booked the cruise from to call NCL to see what can be done. Expedia was very nice. at first NCL said I did not know what I was talking about. Only when I said that I could send a picture of their website with the lower price did they find the lower price. Their remedy, give me a $25.00 on board credit. Basically they said take it or leave it because they do not do anything for customers who have made final payment. Maybe the price will drop more and maybe I can get an upgrade at a later date. So much for best price guarantee! I was so very excited about this trip but now I wonder what kind of vacation this will be. My husband and I have cruised on over 25 cruises on various cruise lines and have never had this happen. In fact, last year the same thing happened on Carnival and they gave me a refund. This makes me wonder how far out to book a cruise? Next year I will be back on Princess.

[SissasMomE]

You're crying over $100?! Oh good grief.

[Quincella]

You are not entitled to any credit or price adjustment after final payment. In fact, that holds true for all lines, including Carnival, unless you book a specific rate type.

 

Oh, and there have been about a dozen threads just like this recently. People have been pretty frank in their responses. I wouldn't expect a whole lot of sympathy if I were you......

[tuxedorentals]

Better in my pocket than theirs. A penny saved is a penny earned. You must have money to throw away. I envy you!

[Quincella]

That's not the point. You have no claim or entitlement to the money.

 

 

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[SissasMomE]

Better in my pocket than theirs. A penny saved is a penny earned. You must have money to throw away. I envy you!

 

No, of course not ... but why would you get yourself in a tizzy over $100? Why did you even check the price after the final payment?? Take the $25 OBC and be done with it!

[blake1138]

That's a lot of cash! If I had an extra 100 dollars on my upcoming cruise I would order 15 pizzas to my room and tell them there is a 20 in it for whoever brings them but only if I can get some lobster tails on them. I would enjoy my lobster pizzas loudly on my balcony..in the nude...smoke a pack of cigs while drinking smuggled booze straight from the rum runner flasks and then stumble to the casino and put the last 5 on black. Good times!

[Valen9]

If the price goes up after final payment, you're not required to pay any more. If the price goes down, you're not entitled to any refund.

 

However, it is common for NCL to offer either upgrades or OBC if there is a price drop after final payment. We got upgraded from deck 11 adjoining balconies to deck 12 adjoining family mini-suites after the price dropped about $200 per person. It is not GUARANTEED, and I would think it happens a lot more if you are polite and persistent rather than hostile and demanding.

[Quincella]

Yep. I just for upgraded from a BC balcony to an MA mini suite, too. But that was because prices dropped dramatically with less than two weeks to go before sailing, and there happened to be inventory available.

 

I totally agree with you, Valen, about the benefits of a softer approach, combined with a bit of persistence.

 

 

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[ColinIllinois]

I should say the lack of customer support. I booked a cruise for May on the Getaway. I made final payment this past Monday, March 17. As of today, March 21, the price is now down $100. I called Expedia who I booked the cruise from to call NCL to see what can be done. Expedia was very nice. at first NCL said I did not know what I was talking about. Only when I said that I could send a picture of their website with the lower price did they find the lower price. Their remedy, give me a $25.00 on board credit. Basically they said take it or leave it because they do not do anything for customers who have made final payment. Maybe the price will drop more and maybe I can get an upgrade at a later date. So much for best price guarantee! I was so very excited about this trip but now I wonder what kind of vacation this will be. My husband and I have cruised on over 25 cruises on various cruise lines and have never had this happen. In fact, last year the same thing happened on Carnival and they gave me a refund. This makes me wonder how far out to book a cruise? Next year I will be back on Princess.

 

 

Perhaps you aren't familiar with the time limits and conditions of NCL's Best Price Guarantee.

 

This may help:

 

http://www.ncl.com/freestyle-cruise/best-price-guarantee#48hours

[gerry1.10]

I should say the lack of customer support. I booked a cruise for May on the Getaway. I made final payment this past Monday, March 17. As of today, March 21, the price is now down $100. I called Expedia who I booked the cruise from to call NCL to see what can be done. Expedia was very nice. at first NCL said I did not know what I was talking about. Only when I said that I could send a picture of their website with the lower price did they find the lower price. Their remedy, give me a $25.00 on board credit. Basically they said take it or leave it because they do not do anything for customers who have made final payment. Maybe the price will drop more and maybe I can get an upgrade at a later date. So much for best price guarantee! I was so very excited about this trip but now I wonder what kind of vacation this will be. My husband and I have cruised on over 25 cruises on various cruise lines and have never had this happen. In fact, last year the same thing happened on Carnival and they gave me a refund. This makes me wonder how far out to book a cruise? Next year I will be back on Princess.

 

All cruiselines have more or less same policy including Carnival whereby one can get an upgrade if available. sometimes a % of the drop is offered as an obc but never a full refund. i normally be happy with an upgrade. hard to believe carnival offered a full refund. anybody out there have received a full refund on a price drop from any of the mass cruiseline?

[Da-Painter]

You're crying over $100?! Oh good grief.

 

Thank you. My first thoughts exactly.

 

What did the OP feel they were entitled to, moved to a Owners Suite, and also given $100 OBC? :eek:

[garycarla]

Here we go with the twice daily complaint that NCL did them in.

 

I opened this thinking it was about customer support. Nope - it is about last minute sale prices.

[Demonyte]

Next year I will be back on Princess.

 

Just this week there was another thread about the exact same thing where poster stated that they were happy for NCL either upgrading or giving out 25% of the difference in OBC because Princess didn't do absolutely anything for them in the same situation. So have fun with Princess. ;)

Edited March 22, 2014 by Demonyte

[sparks1093]

All cruiselines have more or less same policy including Carnival whereby one can get an upgrade if available. sometimes a % of the drop is offered as an obc but never a full refund. i normally be happy with an upgrade. hard to believe carnival offered a full refund. anybody out there have received a full refund on a price drop from any of the mass cruiseline?

 

Carnival has an Early Saver fare which allows a passenger to obtain a price drop up until 48 hours before sailing (after final payment it is given as an OBC). Of course terms and conditions do apply and it isn't the best deal for everyone.

 

OP, cruise lines will typically cut fares after final payment in order to fill the ship and these fares are for new bookings only. What NCL offered you was generous under their policy. They provided excellent customer service, they just did not give you the answer you were looking for.

[disfan13]

OP - please keep in mind that NCL or any other line ( accept CCL's early savor) is not obligated to offer you anything, after final payment The fact that they do sometimes is very generous of them.

 

You agreed to a specific price when you booked - read your contract. Your TA did what they could, NCL offered you an OBC yet you are still unhappy.

 

Consider this - I'm sailing on the Gem in 2 weeks - the price of my cabin wenyt up about $300 per cabin - I'm not expected to pay the additional money, my contract locked me in at that rate.

 

Go on your cruise and have a great vacation, do yourself a favor, don't look at the prices anymore.

[rvsullivan]

On top of which the OP apparently never really talked to NCL, they are going by what Expedia told them. When using a TA that is your point of contact. If Expedia told the OP that the price guaranty would protect them until sailing they were wrong. And if the OP assumed there was a guarantee, they were wrong. Take the $25 and buy a dinner for yourself.

[garycarla]

Again, why do people call things like this a "Customer Support" issue. The people on the other end did what they are supposed to do.

 

Drives me nuts!

 

I run a business where some "things" are included and some are extra. I get people asking what kind of "customer service" is this when some things are extra. Drives me nuts. Everybody just wants, wants, wants, wants. (not everybody)

[DMH15]

I guess almost nobody ever reads their contract?

 

Simply, if you want to wait to the last minute aka after final payment... You might get a "fire sale" price for whatever cabins are left over. Or maybe the fare goes up. Or maybe the ship is sold out.

 

You have the choice. But if you buy early, you have entered into an agreement. Read it.

 

 

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[newmexicoNita]

I should say the lack of customer support. I booked a cruise for May on the Getaway. I made final payment this past Monday, March 17. As of today, March 21, the price is now down $100. I called Expedia who I booked the cruise from to call NCL to see what can be done. Expedia was very nice. at first NCL said I did not know what I was talking about. Only when I said that I could send a picture of their website with the lower price did they find the lower price. Their remedy, give me a $25.00 on board credit. Basically they said take it or leave it because they do not do anything for customers who have made final payment. Maybe the price will drop more and maybe I can get an upgrade at a later date. So much for best price guarantee! I was so very excited about this trip but now I wonder what kind of vacation this will be. My husband and I have cruised on over 25 cruises on various cruise lines and have never had this happen. In fact, last year the same thing happened on Carnival and they gave me a refund. This makes me wonder how far out to book a cruise? Next year I will be back on Princess.

 

I find it impossible to believe you ever got any cruise line to give you a refund unless you were on a special promo like Early booking guarantee Carnival offers or did offer anyway. After final payment most cruise lines including NCL will upgrade if something is available. Other than that, they do nothing. Some would not have even offered you a OBC and you are talking about a lousy $100.00. In the realm of things, when you consider the cost of a cruise, a $100 isn't worth arguing about.

 

You can always book after final payment date and take a chance on getting a lousy cabin or no cabin at all. If this is worth $100 to you, book a month or so out. It is up to you. If the price had dropped before final payment date you would have gotten a full refund on the difference. That is the gamble we all have to take.

 

I am sorry you will not use NCL again, but I don't think you would have found Princess any different. In fact I am sure you wouldn't have. BTW, we have cruised a few more times than you and have learned, through the 30 years of cruising, not to worry about a price change after final payment date.

[Ilovesailing]

Deduct the $100 from your casino budget.

Unbelievable, you were obviously happy with the price u booked at so take the $25 and consider yourself lucky.

[hpecorari]

I should say the lack of customer support. I booked a cruise for May on the Getaway. I made final payment this past Monday, March 17. As of today, March 21, the price is now down $100. I called Expedia who I booked the cruise from to call NCL to see what can be done. Expedia was very nice. at first NCL said I did not know what I was talking about. Only when I said that I could send a picture of their website with the lower price did they find the lower price. Their remedy, give me a $25.00 on board credit. Basically they said take it or leave it because they do not do anything for customers who have made final payment. Maybe the price will drop more and maybe I can get an upgrade at a later date. So much for best price guarantee! I was so very excited about this trip but now I wonder what kind of vacation this will be. My husband and I have cruised on over 25 cruises on various cruise lines and have never had this happen. In fact, last year the same thing happened on Carnival and they gave me a refund. This makes me wonder how far out to book a cruise? Next year I will be back on Princess.

 

I know you're upset about the price drop. However, when you booked with your TA, why did you do that rather than book directly with NCL? Not that it matters in regard to the price drop but I'm wondering if you did that because the TA was giving you more OBC or any other perks?

 

This comes up all the time. Prices do drop in everything one buys after purchased. Airfare, clothes, cars, etc. NCL has a policy which is sent out to you when you get your confirmation. If the prices go down after final payment they don't HAVE to do anything. They do, though, many times. You just didn't like what they offered even though they didn't have to offer anything. If the prices went up would you have called them and paid the difference?

 

You can always wait to book at the last moment. However, then you have to worry about if there will be a cabin in the category that you want? Will it be at a location that you like? Will there be any cabins at all on the date you want? For *me* it's worth the $100.00 you're talking about for peace of mind that I have the date I want, the cabin I want, in the location I want.

 

Harriet

[Love my butler]

Best price guarantee?!? Hahaha, oh my sides are splitting, hahaha. Read the fine print. It's basically worthless.