Customer service

[hilomelko]

If you want to book a new cruise on ncl there is no wait time on the phone, but if you have any other issues to ask a question about or get info customer relations/support is obscene wait times on hold?are there that many people calling complaining?or do they have 1 agent in that department because once they got your vacation money they could care less?

[shof515]

different departments within the call center.
new bookings is part of sales so there is more people there to answer the phones

if you booked with a travel agent and that travel agent needs to contact Norwegian, there is a different department within the call center to handle those types of calls

and then finally if you are booked directly with Norwegian, this is also a different department in the call center too that only handles these types of calls 

 

Depending on the issue you are calling, sometimes it can be a quick minutes to make changes or take about 30 minutes or longer to get all of the necessary approvals to make any booking modification. 

 

I book directly with Norwegian on most of all my cruises, sometimes it is a quick call lasting less then 10 minutes and other times it is about 30 minutes. 

 

[BirdTravels]

25 minutes ago, hilomelko said:

If you want to book a new cruise on ncl there is no wait time on the phone, but if you have any other issues to ask a question about or get info customer relations/support is obscene wait times on hold?are there that many people calling complaining?or do they have 1 agent in that department because once they got your vacation money they could care less?

I have called 6 times in the past month to change my reservation. I have not waited more than 5 minutes. Most recently on Sunday. 

[Peachypooh]

Call within the first 5 minutes of them opening and no wait at all.

[Birdie And Sue]

1 hour ago, hilomelko said:

If you want to book a new cruise on ncl there is no wait time on the phone, but if you have any other issues to ask a question about or get info customer relations/support is obscene wait times on hold?are there that many people calling complaining?or do they have 1 agent in that department because once they got your vacation money they could care less?

 

All depends on what number you use to call in.  I get answers within minutes.  It si actually good that they COULD care less.  It would be a shame if they COULDN'T care less. 😛

 

 

[Barker16]

Waited last week on hold exactly 75 minutes to be told they couldn't transfer or help with what we needed. Yup 75 minutes and the next day tried one more time waited another 20 minutes..... yup I know all of you are thinking who's the dumb one waiting for that long lol

We are done with Norwegian after at least 25 cruises with them we have found the customer service lacks after your cruise is booked. They are fantastic when booking a new one though.

[graphicguy]

So, if I’m not mistaken, you booked the Encore and immediately wanted to cancel.  I’m trying to remember but there was a thread where you said you didn’t think your parents would enjoy a ship with race tracks and laser tag.  If I’m wrong, my apologies.

 

If that is indeed you, then after 25 cruises you really should know the rules and regs.  Hopefully, you find what you’re looking for on another line.  Even better, I hope you have a really good time on your currently booked cruise.

[Barker16]

Yes it is me that really wanted to change my Encore trip, but this call had nothing to do with that. It was about another cruise we have booked in March 2020. All we wanted was to add  an adjoining room for our kids. Even if it was a no we cant help, 75 minutes on hold no matter what it's for just is not good business.

[hilomelko]

Bottom line is ncl has declined big time in the 10yrs my wife and I have been sailing with them..even as casino quests with comped sailings 3 times a year(more if we had time)it’s not worth it...they are great when there is no issues but any issues and you get stuck in a loop of incompetence and you realize how little they care about individual customers no matter your loyalty or amount of $$$ you have spent in the past..and not for nothing the clientele has gotten to be on par with carnival...

[newmexicoNita]

14 hours ago, hilomelko said:

If you want to book a new cruise on ncl there is no wait time on the phone, but if you have any other issues to ask a question about or get info customer relations/support is obscene wait times on hold?are there that many people calling complaining?or do they have 1 agent in that department because once they got your vacation money they could care less?

How long the wait is depends on many things, no they do not have only 1agent for the entire company that takes questions and complaints. Obviously you had a bad experience and yes, there are more selling cruises than there are assigned to answer questions. If you had ever worked in a large call center you would have a better understanding of how the system works

[disneylover89]

I put my email in on the NCL site to have promotions sent to me and I received a phone message and an email from a PCC.  When my husband and I decided to inquire about cabins and prices I called her and ultimately booked 2 cabins through her.  This was the best thing we did especially once I stated hearing about the wait times on the main NCL phone number because now we have her direct number and any questions or problem with my reservation I call or email her directly and I get prompt attention.  

[Barker16]

Thank you, I will give this a try!

[San10s]

I wish I had seen this thread before placing a call to deal with my eDocs.  I have just hit 45 minutes of wait time.  Ugh!  I'm not hanging up now.  Too much time invested at this point.  Thanks for a couple of pointers above. 

 

Judy

[graphicguy]

19 hours ago, Barker16 said:

Yes it is me that really wanted to change my Encore trip, but this call had nothing to do with that. It was about another cruise we have booked in March 2020. All we wanted was to add  an adjoining room for our kids. Even if it was a no we cant help, 75 minutes on hold no matter what it's for just is not good business.

OK...I see.  Can you make the change on line?  Transfer your reservation to a TA and let them do all the work for you.

[Dar & Bob]

5 hours ago, disneylover89 said:

I put my email in on the NCL site to have promotions sent to me and I received a phone message and an email from a PCC.  When my husband and I decided to inquire about cabins and prices I called her and ultimately booked 2 cabins through her.  This was the best thing we did especially once I stated hearing about the wait times on the main NCL phone number because now we have her direct number and any questions or problem with my reservation I call or email her directly and I get prompt attention.  

Our PCC was great with the booking also.  But when we had issues and called, no answer.  Emails, no answer.  Finally escalated it to customer service which basically stated they couldn't help.   Only got an answer when we escalated it to a VP.  

I will say our cruise was great with the exception of any dealings with the "customer service personnel" , shore excursions, dinner reservations and guest services.   Even though everyone else on the ship was absolutely the best we most likely will not ever be sailing NCL again.  

[disneylover89]

33 minutes ago, Dar & Bob said:

Our PCC was great with the booking also.  But when we had issues and called, no answer.  Emails, no answer.  Finally escalated it to customer service which basically stated they couldn't help.   Only got an answer when we escalated it to a VP.  

I will say our cruise was great with the exception of any dealings with the "customer service personnel" , shore excursions, dinner reservations and guest services.   Even though everyone else on the ship was absolutely the best we most likely will not ever be sailing NCL again.  

 

[disneylover89]

Sorry that happened to you.  I called her and e-mailed her a few times and she has always been attentive.  Most recently I called her to add the extra $50 Shore excursion credit and she did it with no problem.

[BirdTravels]

23 hours ago, hilomelko said:

Bottom line is ncl has declined big time in the 10yrs my wife and I have been sailing with them..even as casino quests with comped sailings 3 times a year(more if we had time)it’s not worth it...they are great when there is no issues but any issues and you get stuck in a loop of incompetence and you realize how little they care about individual customers no matter your loyalty or amount of $$$ you have spent in the past..and not for nothing the clientele has gotten to be on par with carnival...

We all get it. We are all sorry that the Hurricane Dorian messed up your cruise. And that the changes in the US Coast Guard status of PortMiami caused continuing, evolving plans. Sorry.  
 

I have been on two cancelled cruises this year and multiple cruises that change because of weather and because of the cruise line. In each case, if you treat the cruise line with respect, they have always come through for us with full compensation for costs. Others that go in angry, yelling at the guest services personnel to the point where they don't want to talk with them,, have gotten exactly what was promised and not a penny more. Again, we're sorry that you had to spend a few extra days on the ship and end up in NOLA. You knew when you boarded the ship that the hurricane was scheduled to be in Florida at the same time as your return. That was no secret. And if you treat NCL with respect in your communications, you will get compensated for any costs. 

[newmexicoNita]

On 9/23/2019 at 7:04 PM, hilomelko said:

Bottom line is ncl has declined big time in the 10yrs my wife and I have been sailing with them..even as casino quests with comped sailings 3 times a year(more if we had time)it’s not worth it...they are great when there is no issues but any issues and you get stuck in a loop of incompetence and you realize how little they care about individual customers no matter your loyalty or amount of $$$ you have spent in the past..and not for nothing the clientele has gotten to be on par with carnival...

OK, you opinion but many of us disagree. Don't like NCL find another lime. I searched until we found our line of choice. I do not see NCL as going down at all in the past 10 years. If anything I see them as going up except maybe, food quality. But all lines are cutting back on their food quality. And as for the clientele, that is such as insult I can't believe it. 😱

[disneylover89]

On 9/24/2019 at 11:09 AM, disneylover89 said:

I put my email in on the NCL site to have promotions sent to me and I received a phone message and an email from a PCC.  When my husband and I decided to inquire about cabins and prices I called her and ultimately booked 2 cabins through her.  This was the best thing we did especially once I stated hearing about the wait times on the main NCL phone number because now we have her direct number and any questions or problem with my reservation I call or email her directly and I get prompt attention.  

Called my PCC last night at 7:45pm, I thought she would not be there and would leave a message but she was there until 8:00pm and answered the phone right away. I noticed the price of my cruise went down $100 per person.  She happily adjusted the price for me on our 2 cabins and we saved $400. Everything was done within 5 minutes of dialing her number.  I am really glad to have her.

[Alatraveler1]

8 hours ago, disneylover89 said:

Called my PCC last night at 7:45pm, I thought she would not be there and would leave a message but she was there until 8:00pm and answered the phone right away. I noticed the price of my cruise went down $100 per person.  She happily adjusted the price for me on our 2 cabins and we saved $400. Everything was done within 5 minutes of dialing her number.  I am really glad to have her.

Good for you, we only got the standard 25% of the difference.  Were you already paid on full and past cancellation date?

[shof515]

8 hours ago, disneylover89 said:

Called my PCC last night at 7:45pm, I thought she would not be there and would leave a message but she was there until 8:00pm and answered the phone right away. I noticed the price of my cruise went down $100 per person.  She happily adjusted the price for me on our 2 cabins and we saved $400. Everything was done within 5 minutes of dialing her number.  I am really glad to have her.

 

41 minutes ago, Alatraveler1 said:

Good for you, we only got the standard 25% of the difference.  Were you already paid on full and past cancellation date?

 

for my cruise in November, my price went down about 200 dollars per person and i was given a free cabin category upgrade instead of the 25% difference. i am already paid in full

[disneylover89]

1 hour ago, Alatraveler1 said:

Good for you, we only got the standard 25% of the difference.  Were you already paid on full and past cancellation date?

No, we don't cruise until July 2020.  I'm hoping it goes down a few more times. 🙂

[disneylover89]

31 minutes ago, shof515 said:

 

 

for my cruise in November, my price went down about 200 dollars per person and i was given a free cabin category upgrade instead of the 25% difference. i am already paid in full

That's great!  We booked early because I wanted 2 connecting cabins.  I'm going to have to be happy with 25% of the difference if my cruise goes down after paying in full because I doubt their will be any connecting cabins left.  No bidding on upgrades for me either

[Alatraveler1]

1 hour ago, disneylover89 said:

That's great!  We booked early because I wanted 2 connecting cabins.  I'm going to have to be happy with 25% of the difference if my cruise goes down after paying in full because I doubt their will be any connecting cabins left.  No bidding on upgrades for me either

We did get to keep same cabins and all existing perks and were offered an upgrade but it was basically only in a better location and we'd rather have the $.  We do understand that you can't ask again if price goes down and they've adjusted once already after final payment and cancellation date.