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Caroian

Anyone (especially in UK) managed to cancel with Peace of Mind?

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Like others we've been considering our options for our upcoming cruise in April and as it is part of a much longer trip with much potential for much disruption, we have reached the difficult decision to delay.

 

We booked through an agent here in the UK and contacted them today and they were very helpful, however ultimately couldn't process through "Peace of Mind". We also had an issue that they couldn't deal with the one shore excursion we'd booked plus the fact that the cruise we're transferring to is slightly cheaper than the one we're cancelling, so we'd have left over credit if it did go through and they did not know if that could only be used against another cruise or used again for shore excursions etc. So I rang Norwegian here in the UK and although the agent I spoke to was helpful, he basically said that "Peace of Mind" hasn't actually been launched  (thought it was from today?) and they were having meetings and trying to finalise. He told me to expect information on their website this afternoon (it's now 6.45pm here). All information about "Peace of Mind" has now vanished for the UK website (it' goes to a 404 error). Anyone any idea what's going on? Having had a decent quote for a different cruise I'm now concerned the prices will shoot up. I also have no idea how having prebooked extras given as cruise credit works when these were booked through NCL and the cruise through and agent - and that is the question neither agent nor NCL could help with!

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When you click on the link on that page to "More information" it just comes up with an error. And actually trying to make the cancellation just doesn't seem possible. I'm hoping it will be sorted tomorrow morning, but I'm also hoping in the meantime they don't push all the prices up! Anyone know if we paid the deposit on the new cruise in cash, could we still use the cruise credit (if we eventually get it) towards the new cruise, as this would at least lock in the current price!

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I used my VPN to get the information From the US site where the link is working, its a long post but I hope this helps.

 

 

Peace of MindFREQUENTLY ASKED QUESTIONS

Peace of Mind is the company’s new temporary policy that allows new and existing individual and group bookings in non-chartered sailings embarking from March 10, 2020 through and including September 30, 2020 to cancel their booking up until 48 hours from the start of their vacation date and receive a 100% future cruise credit (FCC). The FCC may be used for sailings that embark on or before December 31, 2022. The new booking must be made within one year of the cancellation date.

Effective March 10, 2020, the Peace of Mind policy applies to all non-chartered sailings from March 10, 2020 through September 30, 2020.

All future cruise credits must be redeemed within one year from issue date and can be used for sailings departing on or before December 31, 2022. FCCs can be used for any purchase other than an onboard credit (OBC).

FCCs will be credited to the guests via their Latitudes number within seven business days.

Yes. The policy applies to existing and active bookings for sailings from March 10, 2020 through September 30, 2020.

No. The policy does not apply to bookings canceled prior to March 10, 2020.

No. Final payment is based on our current standard policy.

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).

Norwegian Cruise Line reserves the right to modify the policy at any time. Any changes will be communicated.

If the cruise fare for the new booking exceeds the FCC’s value, guests will be responsible for the difference. Alternatively, if the new cruise fare is lower than the FCC’s value, a new FCC will be issued for the remaining balance.

The following will be applied to the FCC:

  • Cruise fare
  • Flight arrangements booked through Norwegian Cruise Line
  • Any ancillary items sold by Norwegian Cruise Line except Onboard Credits (OBC)
    • Ancillary items such as flowers, dining or beverage packages, among others.
  • Prepaid service charges

The following will not be applied to the FCC:

  • Travel Protection
  • Special Promotional Onboard Credits (OBC)

The new policy applies to both individual and group bookings. Charters are excluded.

Guests who secured air accommodations through Norwegian Cruise Line’s airfare program and now wish to alter their plans, can do so with peace of mind as accommodations and fees are protected. Guests who purchased flights independently, should contact their air travel provider for guidance.

At time of cancellation, all promotional offers, amenities and value adds will be removed from the booking and will not carry-over to future reservations. Future reservations are subject to prevailing fares and offers in market at the time of booking.

The safety and well-being of guests and team members are Norwegian Cruise Line’s number one priority. The company has a Chief Medical Officer on staff as well as dozens of medical professionals throughout its fleet, and it continues to consult with The World Health Organization (WHO) and the U.S. Centers for Disease Control and Prevention (CDC) to make the best decisions possible and take appropriate action as needed.

Norwegian Cruise Line is very proud of the protocols and preventative measures it has in place to address concerns regarding COVID-19. In addition to extensive cleaning and disinfection protocols on board all voyages and health screenings of passengers and crew members, the Company has been denying boarding to guests who have traveled from, visited or transited via high-risk areas; and it has modified several sailings to avoid areas of concern. To learn more about the preventative measures we are taking to ensure your health and safety, click here for a helpful infographic.

At the current time, our plans are to avoid any area that is denoted as a ‘Level 4 – do not travel’ area by the State Department at the time of voyage. We will modify any itinerary visiting those areas approximately 30 days prior to arrival date to avoid last-minute changes. As always, we will continue to monitor all State Department advisories and take appropriate action as necessary.

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Thank you. That does seem to imply we can't cancel until tomorrow. It also says we have to wait 7 days for the credit to come through (via Latitudes? I assume we have automatically been assigned a number - this was to be our first NCL trip) which means we can't just move the booking. I think we might have to bite the bullet and a pay a cash deposit on the new cruise and just swallow the extra cost. I can only see cruise prices going up over the coming days, not down!

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Posted (edited)
8 minutes ago, Caroian said:

Thank you. That does seem to imply we can't cancel until tomorrow. It also says we have to wait 7 days for the credit to come through (via Latitudes? I assume we have automatically been assigned a number - this was to be our first NCL trip) which means we can't just move the booking. I think we might have to bite the bullet and a pay a cash deposit on the new cruise and just swallow the extra cost. I can only see cruise prices going up over the coming days, not down!

 

 

I think you will be fine, normally when you get a credit it will show up on the payment screen as an available payment method.

 

As you have an booking you now have a Latitudes account (its like a customer number) and the credit will be applied against that number, if it does not show on the payment screen you just call them and they will see it and apply it.

 

On the FAQ above it does say:

 

Yes. The policy applies to existing and active bookings for sailings from March 10, 2020 through September 30, 2020.

 

Based on that, I'm sure if you make a booking you can either apply the credit yourself or get them to do it for you.

 

 

 

Edited by ziggyuk

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Posted (edited)

 

I'm not sure you can use any left over credit against anything else, I am sure if the new cruise is less, any unspent credit is lost, I am not 100% certain but it is to the best of my knowledge.

Edited by ziggyuk

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Thank you for all your help. We have so many separate bits of this trip to change and cancel that my head is swimming with it all! I assume if we pay a cash deposit now on a new cruise that although the credit can then be applied to pay the full balance, we won't get back whatever cash deposit we pay. I should probably be patient, but losing the trip we've planed so carefully is gutting, and now we've got an alternative I want to make sure that we get that booked so we (hopefully) don't have to change plans again!

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Posted (edited)
1 hour ago, Caroian said:

Thank you for all your help. We have so many separate bits of this trip to change and cancel that my head is swimming with it all! I assume if we pay a cash deposit now on a new cruise that although the credit can then be applied to pay the full balance, we won't get back whatever cash deposit we pay. I should probably be patient, but losing the trip we've planed so carefully is gutting, and now we've got an alternative I want to make sure that we get that booked so we (hopefully) don't have to change plans again!

 

I don't believe there is any way to get the cash deposit back if you pay before you receive the FCC.

 

If you pay a cash deposit you won't even need to apply the FCC to your new cruise, you could just leave it safe and sound in your account and just hold the cruise with the cash deposit. There is really no need to apply the FCC until you reach final payment, that way if you change your mind or something else happens you have more flexibility.

 

I have just noticed your other question is answered in the FAQ I posted above

 

If the cruise fare for the new booking exceeds the FCC’s value, guests will be responsible for the difference. Alternatively, if the new cruise fare is lower than the FCC’s value, a new FCC will be issued for the remaining balance.

 

So I was wrong in post #7 above, any remainder of your FCC will be issued back to your account to use against a future cruise.

Edited by ziggyuk

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18 minutes ago, ziggyuk said:

 

I don't believe there is any way to get the cash deposit back if you pay before you receive the FCC.

 

If you pay a cash deposit you won't even need to apply the FCC to your new cruise, you could just leave it safe and sound in your account and just hold the cruise with the cash deposit. There is really no need to apply the FCC until you reach final payment, that way if you change your mind or something else happens you have more flexibility.

 

I have just noticed your other question is answered in the FAQ I posted above

 

If the cruise fare for the new booking exceeds the FCC’s value, guests will be responsible for the difference. Alternatively, if the new cruise fare is lower than the FCC’s value, a new FCC will be issued for the remaining balance.

 

So I was wrong in post #7 above, any remainder of your FCC will be issued back to your account to use against a future cruise.

But only to use against a future cruise. The thing that is bothering me at the momet is that we'll get a refund for additional spends - such as shore excursion we had booked - as a cruise credit. I want to be able to use that against another shore excursion or other additional spend. Especially as we already have another (non-NCL) cruise booked next year and are unlikely to book another NCL cruise against which to apply to the credit within the available time frame. If it was originally for a shore excursion it should be able to go against another shore excursion! I'm hoping I'll be able to get a straight refund for the shore excursion - the terms at the time we booked it were very clear that a refund was possible, and that would be the simplest option.

 

I'm also not to sure about leaving that money "safe and sound" in my account. The coming months are going to be tough for the cruise industry and whilst I doubt NCL is close to going bust, if the worst were to happen and unspecified "credit" might prove difficult to get back. An actual booking made through an ABTA agent though would be protected (it was also originally paid by CC, so covered by Section 75)

 

I'll see what happens tomorrow!

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2 hours ago, ziggyuk said:

 

I'm not sure you can use any left over credit against anything else, I am sure if the new cruise is less, any unspent credit is lost, I am not 100% certain but it is to the best of my knowledge.

 

 It looks like you do get credit in the form of FCC...probably with the same terms:

 

 

If the cruise fare for the new booking exceeds the FCC’s value, guests will be responsible for the difference. Alternatively, if the new cruise fare is lower than the FCC’s value, a new FCC will be issued for the remaining balance.

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3 minutes ago, KSSS2013 said:

 

 It looks like you do get credit in the form of FCC...probably with the same terms:

 

 

If the cruise fare for the new booking exceeds the FCC’s value, guests will be responsible for the difference. Alternatively, if the new cruise fare is lower than the FCC’s value, a new FCC will be issued for the remaining balance.

 

Thanks, yes I spotted my error and corrected it two posts up. 

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7 minutes ago, ziggyuk said:

 

Thanks, yes I spotted my error and corrected it two posts up. 

 

 Reading in a linear manner is hard for me.

 

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2 minutes ago, KSSS2013 said:

 

 Reading in a linear manner is hard for me.

 

 

No problem, its all helpful 🙂

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Quick update: I spoke to NCL UK, who are still getting their heads around the policy themselves! I was able to cancel our shore excursion for a full refund (UK contract law applies, so they cannot wiggle out of it). However, had I left this in the booking, then that portion of the FCC would have been available to use against shore excursions on a new cruise. Cruise credit left over from the actual fare, however, apparently cannot be used in this way. So if we get a cheaper price for the new booking, we can't use the difference against other spends. Still not entirely clear though as the actual wording they read out was that FCC can be used against anything except on board credit. I'm happy to have had the refund though. If we don't use the last bit of FCC because the new cruise is cheaper I can accept that - after all, we were happy with the price we paid for this year and it's already a sunk cost.

 

The one thing NCL are definitely not doing - which I know some cruise lines are - is allowing transfers. So you do have to cancel the existing cruise and then wait a week for the credit to show up on your account before you can book again. I think this is shame as we do just want to transfer.

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Well done, sounds like it has worked our pretty well for you.

 

You might find the FCC turns up quicker than the week they suggested, I guess it depends how many they are processing (probably a lot) but as you got in quick hopefully you will be processed quickly too. 🤞🏻

 

You might be able to prepay your gratuities to use up some more of the FCC if they allow that use.

 

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In the light of the U.K. government advising all over 70s not to Cruise I contacted my Travel Agent to cancel my cruise on Spirit for 31st May RT Athens.  There was no problem and I have left it with TA who are applying for a full refund on my behalf.  I am not obliged to accept the FCC as decision has been made Iine with U.K. Government guidelines.  Did not really fancy taking FCC as do not want to be obliged to book with NCL if there is a better deal elsewhere when I opt to take another cruise.

 

Might be worth checking with travel agents to see whether they can get you a better deal than having NCL dictate what you do with your money.

 

Suron (Bristol UK)

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The above information is all very helpful.  I am still 20 days from final payment and weighing up the options as to whether to cancel before then or make the payment and then get FCC/refund if I have to cancel later (or, as I think may be more likely) the cruise is cancelled anyway.  It's good to know the process works for us in the UK as the rules are different for us on some things.

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