On hold with NCL - how long was your wait?

[jxtgreek]

I am currently on hold to cancel my 3/22 reservation.  I knew it would be ugly this morning.  I called right at 8AM which is when they open.  So going on 15 minutes with no end in sight.  what is everyone else's experience that is trying to cancel?  I will update again when I finally get thru.

[GA Dave]

Just now, jxtgreek said:

I am currently on hold to cancel my 3/22 reservation.  I knew it would be ugly this morning.  I called right at 8AM which is when they open.  So going on 15 minutes with no end in sight.  what is everyone else's experience that is trying to cancel?  I will update again when I finally get thru.

I called three weeks ago.  Still waiting.  🤣

[bklynmustang]

I waited 15 minutes

[WeCruiseEveryDay]

Called at exactly 8am EST.  On hold for 21 minutes and then they cut the call off and hung up.  Now on hold for 10 minutes so far this time.

 

Update:46 minutes total thus far.  Still on hold.

Edited March 10, 2020 by WeCruiseEveryDay
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[TopperM]

I called in at 8am as well and was on hold for just under 15 minutes.  The entire phone call probably took about 20 minutes. 

[babydaryl24]

Have all of you got cruise credit?

I've been told by 3 supervisors in the last couple days that because I was trying to cancel exactly when the new policy rolled out on Thursday at 455PM... That they will honor me cancelling at that rate.

 

I'm hoping regular customer service honors it...... and I don't have to go through the hooplah of the managers.

[jxtgreek]

want to let everyone know what a pleasant customer service rep I just had.  It took 40 minutes to get to someone but she was so accommodating and canceling was done in less than 5 minutes once I was talking to someone.  I have another cruise in January 2021 so hopefully this issue will be in everyone's rear view mirrow

[bbixler18]

So you can call and cancel today for the FCC?  That's not what the FAQs say.....

 

Those interested in canceling and opting for a FCC should call Norwegian Cruise Line beginning March 11, 2020 at 1-800-327-7030 (U.S. and Canada).

Edited March 10, 2020 by bbixler18

[bbixler18]

18 minutes ago, WeCruiseEveryDay said:

Called at exactly 8am EST.  On hold for 21 minutes and then they cut the call off and hung up.  Now on hold for 10 minutes so far this time.

 

Update:46 minutes total thus far.  Still on hold.

When is the cruise scheduled to depart?

[SeaShark]

Waiting on endless hold for a random 1-800 operator to cancel a cruise.

 

Add this to the list of why it is better to book thru a travel agent or a PCC as opposed to booking yourself online or through a random operator. When you use a dedicated travel professional, you don't have to deal with this type of stuff.

[WeCruiseEveryDay]

7 minutes ago, bbixler18 said:

When is the cruise scheduled to depart?

Saturday 3/14.  I am on right now, but since I have a casino reservation, they are telling me I have to.....ugh!  The call cut off in the middle of talking to the person.  It was their system and the rep even said "here we go again".

[bbixler18]

1 minute ago, WeCruiseEveryDay said:

Saturday 3/14.  I am on right now, but since I have a casino reservation, they are telling me I have to.....ugh!  The call cut off in the middle of talking to the person.  It was their system and the rep even said "here we go again".

Wow!  Best of luck

[Akwakop]

Has NCL offered any incentive to not cancel?  OBC?

 

[babydaryl24]

I was supposed to be able to cancel with a 2300 penalty.

She cancelled me with a 100% penalty, less my deposit. so the paperwork I have shows me just getting $150 back............

 

I cannot use that for our insurance claim.

She said, "Well we will just work on it, on the back end, but I promise you will get what we told you.."

 

I DON"T NEED IT WORKED ON, ON THE BACK END.....

 

I've never been so upset with a company...

 

Edited March 10, 2020 by babydaryl24

[graphicguy]

20 minutes ago, SeaShark said:

Waiting on endless hold for a random 1-800 operator to cancel a cruise.

 

Add this to the list of why it is better to book thru a travel agent or a PCC as opposed to booking yourself online or through a random operator. When you use a dedicated travel professional, you don't have to deal with this type of stuff.

Amen!

[sbjm53090]

Anyone that has been successful know how the FCC is issued? I was told each individual in the booking would get separate credit. Do they issue the credit via email like a code to use when rebooking or do you have to just call and they have the credit in the system under your name? Is the credit instant?

[macandlucy]

If you made your booking through CAS, do you have to call the CAS number to cancel, or can you call the number given in Harry Sommer’s email to cancel?

[Roger88]

Well, according to the recent threads that I just read, the process usually takes something around 5-7 weeks. I even read about a oneday refund lol. I think it will all depend on the cost of your cruise, the time you booked and the duration of travel. As far as I am concerned its better to give the office a call from time to time to clarify the time when you will be reimbursed. You can alsoask them to add this money to a gift card or smth. I hear it also works. Anyway, just call the office and clarify all this information. Dont trust people in here IMHO 

[LisaLisa87]

1 hour ago, WeCruiseEveryDay said:

Called at exactly 8am EST.  On hold for 21 minutes and then they cut the call off and hung up.  Now on hold for 10 minutes so far this time.

 

Update:46 minutes total thus far.  Still on hold.

 

I had a very similar experience. Called right at 8am, was on hold for about 20 minutes, and then was abruptly disconnected. Called back and was on hold for about 30 minutes. The woman I spoke with was very pleasant, and the process was quick. I received two emails afterward, one confirming the cancellation with an invoice attached and the other confirming that I canceled under the Peace of Mind policy. I just wish I had asked the rep to confirm the amount of the FCC. The invoice attached shows only the cruise fare under "Cancellation Charges Per Guest." Maybe that means the port fees will be refunded?? I had already canceled all the add-ons I could over the weekend.

 

ETA: I called the main NCL phone number, not the number in the FAQs. 

Edited March 10, 2020 by LisaLisa87

[babydaryl24]

My issue ended up being fixed by a Supervisor named Angelina.

She was amazing... and a Goddess... and I cannot thank her enough.

 

We got our appropriate refund at the appropriate penalty.

[babydaryl24]

20 minutes ago, macandlucy said:

If you made your booking through CAS, do you have to call the CAS number to cancel, or can you call the number given in Harry Sommer’s email to cancel?

Mr. Sommer didn't want me bothering his secretary Ms. Byrd until I gave CAS a chance.

 

AS I just posted above, Manager Angelina handled it. I was given my cash refund at a 25% penalty. She was a Goddess.

 

However the ONLY reason I was given this was because I  was previously attempting to cancel on Thursday at 455PM when the new policy rolled out. That's the only reason they honored it.

 

I am making a claim through my insurance for the 25% because my husband's newspaper job is requiring him to work and cover the baseball State Tournaments in May.

Edited March 10, 2020 by babydaryl24

[Bruiser85]

It took about 20 minutes to get through. Agent was very nice.

It broke my heart to have to cancel!

[familycruizer]

If you book thru a travel agent do we have to cancel with the TA or can we call the NCL customer service number?

[WeCruiseEveryDay]

I finally got through.  I run a call center, so I know this is tough.  The rep was very nice as others have stated.  Unfortunately, she could not tell me the amount of the FCC and said I would not get notification of the cancellation for 7-10 days.  Not a lot of confidence there.

We were booked through CAS, so our cost for the 8 day cruise for 4 was just fees and the dining add-on.  I doubt I will ever be able to use the FCC.

 

Also, our friend booked through a TA who charged her $100/person to cancel and will refund back if she books next cruise with them.

Edited March 10, 2020 by WeCruiseEveryDay
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[turtlegirl2]

We filled out a cancellation form that Cruise dot Com sent us (after we asked via email what we needed to do). Added statements on the form that we were canceling under the NCL Peace of Mind program. The TA that booked us sent us a message that our cruise will be cancelled (my response); my father in law’s response was “will be cancelled & credited”. I’m sure that the travel agents are very busy with this. I just hope we actually get the FCC acknowledgement sometime soon (we are 3 days from cruise as of today). I will probably call NCL tomorrow to find out more but as of now we are in wait and see what happens. Stressful!