On hold with NCL - how long was your wait?

[rollo89]

2 hours 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".

How did they end up refunding you or putting what you paid to a future cruise?

[WeCruiseEveryDay]

8 minutes ago, rollo89 said:

How did they end up refunding you or putting what you paid to a future cruise?

They said FCC.  But, I have nothing in writing.  I can see my cruise is cancelled when I look online.  Although, I can still upgrade my room on my cancelled cruise, LOL!!

Edited March 10, 2020 by WeCruiseEveryDay

[rollo89]

On hold with CAS for 22 minutes and counting.

[Sand and Seas]

For those of you cancelling today, thanks for keeping the rest of us informed about the process. 

 

We have a few weeks until we get to the '48 hour' mark and are still trying to figure what we will do.

[rollo89]

Well was on hold for 40 minutes.  I called the CAS number but somehow I got a PCC---so then they transferred me back to CAS and on hold again.  UGHHH!

[GettotheSun]

I called my NCL rep guy whom I booked with.  He picked up on the 2nd ring.  He reiterated the policy to me (including the parameters of when I need to book by, and when I need to sail by).  Already received my email confirmation(s) that it is cancelled.  They sent one per guest.  He said I should see the credit on my account within a week.

[bbixler18]

Called CAS....18 mins until I got through.  Said it was being canceled and I would receive an email within 24-48 hours.....anyone actually cancel and get an email already today?  My cruise is departing Sunday the 15th so the 48 hour deadline is quickly approaching.

[Bruiser85]

5 minutes ago, bbixler18 said:

Called CAS....18 mins until I got through.  Said it was being canceled and I would receive an email within 24-48 hours.....anyone actually cancel and get an email already today?  My cruise is departing Sunday the 15th so the 48 hour deadline is quickly approaching.

I got my cancellation email immediately. So sad to have had to cancel. Just decided to be cautious and let things settle.

[cindi53]

I've been on hold for 36 min so far

 

[bbixler18]

1 minute ago, Bruiser85 said:

I got my cancellation email immediately. So sad to have had to cancel. Just decided to be cautious and let things settle.

Yeah, that's what my expectation was but that's not what he said.  Although he didn't give me much confidence during the entire conversation.  Guess I'll give it 24 hours and then call back.  The reservation is still active on my NCL account looking at the website.

[rollo89]

14 minutes ago, Bruiser85 said:

I got my cancellation email immediately. So sad to have had to cancel. Just decided to be cautious and let things settle.

I was told 24-28 hours also but that the paperwork would have TODAY'S date on it.

 

I also was leaving on the 15th.

 

 

[bbixler18]

18 hours ago, rollo89 said:

I was told 24-28 hours also but that the paperwork would have TODAY'S date on it.

 

I also was leaving on the 15th.

 

 

Have you received anything yet?  I was booked with CAS (discounted Total Rewards cruise) and it seems like their process is different than people that are booked through a direct NCL agent.  I had a family member that canceled the same cruise and received an immediate email.  Contacted CAS later yesterday afternoon and they said there wouldn't be an email...so how do we have proof of what is happening?  They actually said call back Monday...the cruise is leaving Sunday.  As of this morning, the cruise is still 'active' on my online account. 

[macandlucy]

We also booked with cas. I called yesterday to cancel, was told there would be an email  in 24-48 hours. But the cruise is still showing in my account. We were set to sail March 14. 
 

I feel uncomfortable having no proof that I cancelled and the fact that the cruise is still showing in my account is not helping.

[rollo89]

1 hour ago, bbixler18 said:

Have you received anything yet?  I was booked with CAS (discounted Total Rewards cruise) and it seems like their process is different than people that are booked through a direct NCL agent.  I had a family member that canceled the same cruise and received an immediate email.  Contacted CAS later yesterday afternoon and they said there wouldn't be an email...so how do we have proof of what is happening?  They actually said call back Monday...the cruise is leaving Sunday.  As of this morning, the cruise is still 'active' on my online account. 

I was told that I should receive an email in 24-48 hours confirming the cancellation.  This was through CAS.  The email that the PCC sent to CAS was effective 3/10 so I am not worried.

Edited March 11, 2020 by rollo89

[cruisefan30]

I called CAS yesterday and waited on hold for  45 minutes and hung up. Called today and was on hold for 30 minutes and an agent answered and asked for my reservation number and put me back on hold and am still waiting.

 

 

[NLH Arizona]

I would hope that those that their cruise isn't sailing for more than a week or more are staying off the phones allowing those sailing in the next few days a chance to cancel their reservations without having to hold on for so long.  You have a lot of time to cancel, please let those who don't get their business done.

[Mike_DeA]

14 minutes ago, NLH Arizona said:

I would hope that those that their cruise isn't sailing for more than a week or more are staying off the phones allowing those sailing in the next few days a chance to cancel their reservations without having to hold on for so long.  You have a lot of time to cancel, please let those who don't get their business done.

 

Not likely, but nice try.  Common courtesy is not that common.

[poffles]

8 hours ago, bbixler18 said:

Have you received anything yet?  I was booked with CAS (discounted Total Rewards cruise) and it seems like their process is different than people that are booked through a direct NCL agent.  I had a family member that canceled the same cruise and received an immediate email.  Contacted CAS later yesterday afternoon and they said there wouldn't be an email...so how do we have proof of what is happening?  They actually said call back Monday...the cruise is leaving Sunday.  As of this morning, the cruise is still 'active' on my online account. 

 

I cancelled with CAS yesterday morning and still nothing yet.  Booking is still active on NCL site and I have received no email or anything.  My cruise was (is) leaving Sunday the 15th too.   Hate things feeling unsettled.  If nothing changes by tomorrow morning in the claimed 24-48 hour window I guess another call will be needed.  Ugh.h

[HuliHuli]

On 3/10/2020 at 10:17 AM, familycruizer said:

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

I booked through a TA and let them handle the cancellation - no waiting.

[mjcatlvr]

I am as sad as I could be.

As of last night, we were still "all in" to depart this Saturday on the Escape out of Miami. Today, things got just a little bit scarier in our area and our kids piped up that they were concerned for us if we go, so we just cancelled 😭.

I prepared myself for a long wait on the phone today at 5:26pm and shock of all shocks, a lovely NCL Gal picked up within 3 minutes and the entire call was finished in less than 5 minuets. YES NCL!!! great job! The confirmation email came about one minute later.....DONE!    

Still super bummed as I am back to just waiting at home to catch this damn virus, can't wait until this all blows through.

[drvmywifecrzy]

10 minutes on Friday at noon

[SouthLyonCruiser]

Another fine example as to why I use a travel agent. I call or email her and she does the calling and waiting.

You just have to make sure you get a good one and stay loyal.

We have been using ours for 19yrs.

[ericapearl]

I've been on hold for over 3 hours this morning.

To the "Premium Air " department.