refund for pre paid ammenities

[crdtrnr]

Has anyone heard on when we are to be refunded for prepaid amenities (water, wifi) for cruise that was cancelled by NCL?

I have the FCC showing in my account, for everything but that...I am supposed to be refunded for my prepays, but when?

Cruise was cancelled (3/14 sailing of Star), on 3/13/20..over 2 weeks ago.

Thanks for any and all info.

[schmoopie17]

On March 8th I called NCL to cancel the Beverage and Dining packages for our May 3rd cruise and to request refunds of the gratuities. I was told that the refund would take 7 to 10 business days to be be applied back to my credit card. As of yesterday, it has been 15 business days and still no refund.

 

I called NCL and asked if this had even been processed. The Customer Service guy said, "Yes, it was processed March 8th but it is still pending."

 

Now, I realize that they are processing lots of refund requests, but seriously...still pending??

[poffles]

3 hours ago, schmoopie17 said:

On March 8th I called NCL to cancel the Beverage and Dining packages for our May 3rd cruise and to request refunds of the gratuities. I was told that the refund would take 7 to 10 business days to be be applied back to my credit card. As of yesterday, it has been 15 business days and still no refund.  

................

 

Ditto ... cancelled the 'extras' March 9th for my March 15th cruise and still no refund on credit cards.  I realize these are trying times but this does not seem right as it is not a refund due to suspension.  I called the next day to cancel the cruise so slightly different there.

 

Trying to put it into perspective with the reality of the horrific things going on around us right now.  It is reassuring to hear I am not alone.

[outlawd07]

I called and canceled my Premium Plus Beverage Package on Sunday, March 8th. I too was told it would take 7-10 business days for the refund to show on my credit card. After waiting 10-11 days from the 9th since the 8th was a Sunday, I emailed the NCL Concierge team about the status of my refund and was told they would look into it. Then, moments later I received this message:

I apologize for the wait, I had a supervisor look into this. In researching, all seems to be on track. We normally do have a 7 to 10 day turnaround for refunds. Unfortunately, under the current situation, it may take a little more as we are all working remotely.

Just rest assured that it is pending process and we are working diligently on your refund. We apologize for the delay, and any inconvenience this may cause. We appreciate your understanding.

Since then, I have email them twice to inquire when they would know the status of my refund and have heard nothing back from them. I know they’re busy and I am trying to be patient but not sure I understand to correlation between working remotely, which I too am doing with my job, and the delaying of the refund process.

[poffles]

38 minutes ago, outlawd07 said:

I know they’re busy and I am trying to be patient but not sure I understand to correlation between working remotely, which I too am doing with my job, and the delaying of the refund process.

 

Exactly, I am remote too so that isn't a roadblock.  I think the agents are throwing whatever excuse they can to end a call since they would be swamped and ultimately they don't have the answers.

[outlawd07]

1 hour ago, outlawd07 said:

I called and canceled my Premium Plus Beverage Package on Sunday, March 8th. I too was told it would take 7-10 business days for the refund to show on my credit card. After waiting 10-11 days from the 9th since the 8th was a Sunday, I emailed the NCL Concierge team about the status of my refund and was told they would look into it. Then, moments later I received this message:

I apologize for the wait, I had a supervisor look into this. In researching, all seems to be on track. We normally do have a 7 to 10 day turnaround for refunds. Unfortunately, under the current situation, it may take a little more as we are all working remotely.

Just rest assured that it is pending process and we are working diligently on your refund. We apologize for the delay, and any inconvenience this may cause. We appreciate your understanding.

Since then, I have email them twice to inquire when they would know the status of my refund and have heard nothing back from them. I know they’re busy and I am trying to be patient but not sure I understand to correlation between working remotely, which I too am doing with my job, and the delaying of the refund process.

I just called and spoke to a very nice NCL Reservation Specialist who stated she saw my refund "pending" since March 8th.  She placed me on hold and spoke with someone in accounting.  She informed me that due to the increased volume of cancellations and refunds, the accounting department is backed up and that it could now take up to 90 days.  I asked what their refund process was and she asked if I would like to speak with someone in accounting to which I replied, yes.  

 

I then spoke with a representative from NCL's accounting department who told me basically the same thing and apologized.  I know it is not her fault but I asked her what NCL's refund procedure was but she just kept stating they were processing refunds as fast as they could but that due to higher than normal refunds and cancelations, it would be a while.

 

It is odd to me that NCL is unable to refund people's money, electronically, but Delta was able to refunded my money in two days.  I sincerely hope that NCL is not holding people's hard-earned money in order to accrue interest.  It all seems a bit sketchy to me.

 

I hope everyone is doing okay during this difficult time.  Stay positive out there!

[schmoopie17]

38 minutes ago, outlawd07 said:

 

Stay positive out there!

 

I am positive. I'm positive NCL wants to hold onto our money for as long as they can.

[mnsweeps]

50 minutes ago, outlawd07 said:

I just called and spoke to a very nice NCL Reservation Specialist who stated she saw my refund "pending" since March 8th.  She placed me on hold and spoke with someone in accounting.  She informed me that due to the increased volume of cancellations and refunds, the accounting department is backed up and that it could now take up to 90 days.  I asked what their refund process was and she asked if I would like to speak with someone in accounting to which I replied, yes.  

 

I then spoke with a representative from NCL's accounting department who told me basically the same thing and apologized.  I know it is not her fault but I asked her what NCL's refund procedure was but she just kept stating they were processing refunds as fast as they could but that due to higher than normal refunds and cancelations, it would be a while.

 

It is odd to me that NCL is unable to refund people's money, electronically, but Delta was able to refunded my money in two days.  I sincerely hope that NCL is not holding people's hard-earned money in order to accrue interest.  It all seems a bit sketchy to me.

 

I hope everyone is doing okay during this difficult time.  Stay positive out there!

 

NCL is BSing. I cancelled my Fiji trip in April and India trip in May and I got 100% refund on all my charges including airlines, hotels, airbnb, tours and most of them were from merchants based in Fiji , US and India. If they all can do it , why cannot NCL? Mostly likely NCL is waiting to file bankruptcy and make our charges invalid. Thats why I have been telling everyone to immediately initiate CC chargebacks.

 

[haiyez22]

I’m in the same boat, canceled prepaid stuff on 3/9, was told 7-10 business days.

 

7-10 business days came and went with nothing. Finally got tired of waiting on Friday and disputed the charge with American Express. AMEX credited the money back to my account within a couple of hours.

Edited March 29, 2020 by haiyez22

[poffles]

16 minutes ago, haiyez22 said:

I’m in the same boat, canceled prepaid stuff on 3/9, was told 7-10 business days.

 

7-10 business days came and went with nothing. Finally got tired of waiting on Friday and disputed the charge with American Express. AMEX credited the money back to my account within a couple of hours.

 

Interesting.  Mine is a portion of a total so it won't show as a transaction on its own on my card so curious how they would do that.  My daily service charge was done later so that is a lone charge so that might bne be easier but the charge for beverage and dining was part of the booking so my credit card would have that lumped together though I know what the refund should be.

Edited March 29, 2020 by poffles

[poffles]

On 3/29/2020 at 7:47 PM, haiyez22 said:

I’m in the same boat, canceled prepaid stuff on 3/9, was told 7-10 business days.

 

7-10 business days came and went with nothing. Finally got tired of waiting on Friday and disputed the charge with American Express. AMEX credited the money back to my account within a couple of hours.

 

I know you disputed with your CC and got the refund, but did you ever get it from NCL?  I am still waiting and now over a month.  I have nothing that specifically shows the cancellation of the prepaid stuff other than a new receipt with those items no longer on the booking  ... so frustrating and ridiculous at this point.  I know there are bigger things happening all around and this is minor in comparison ... but when I see new business still happening with NCL ... grrr.

[luv2kroooz]

Same. I cancelled back in early March. Received an email stating 7-10 business days for refund of port fees and beverage surcharges. Waited 21 total days and called NCL. Even though I had my confirmation number, the rep I spoke with was unable to tell me if my refund was scheduled to be processed or when I could expect it to happen. They were also unable or unwilling to get me to someone that could speak to this. Based on this response and the expired time stated in the email NCL sent, I opened a dispute with Bank of America.

[haiyez22]

4 hours ago, poffles said:

 

I know you disputed with your CC and got the refund, but did you ever get it from NCL?  I am still waiting and now over a month.  I have nothing that specifically shows the cancellation of the prepaid stuff other than a new receipt with those items no longer on the booking  ... so frustrating and ridiculous at this point.  I know there are bigger things happening all around and this is minor in comparison ... but when I see new business still happening with NCL ... grrr.

Nope, still haven’t gotten it back from NCL.

[Roger88]

Never heard of it. In most cases these amenities are not refunded. I mean I wish there was some kind of explanation on what is refunded and what is not. So far only the initial cruise can be refunded 30-70% depending on your insurance plan. Moreover, you will not be refunded for the additional excrsions and etc booked in addition to the cruise. Unfortunately these things are also not refundable

[LisaLisa87]

I called on 3/6 to cancel DD’s beverage package and SDP and our upgrade to unlimited WiFi. I called the next day and canceled the Free at Sea promotions so I’d get the service charges/gratuities back. I was told I’d get all the refunds in 7-10 days. Exactly one week later, I got the refunds for DD’s bev package and SDP. I still haven’t received the other 2 refunds.  I called a couple of days ago and got the same lame excuses everyone else has gotten. My refunds are “pending,“ but they can’t tell me how much longer it will be until they’re processed. I was told the amenities department handled the first two refunds and another department is handling the others, and that department is backed up because it’s the same one refunding people’s cruises. Not totally buying it since I called before any of that started.  I’ll keep checking, but I have a feeling it’s going to be at least another few weeks. 

Edited April 18, 2020 by LisaLisa87

[luv2kroooz]

1 hour ago, Roger88 said:

Never heard of it. In most cases these amenities are not refunded.

Amenities are refunded when you cancel with NCL at full penalty and elect out of NCL peace of mind. This can be done when you have your own peace of mind policy, called travel insurance, and when you would prefer cash vs a gift certificate (FCC) that must be redeemed within one year of issuance.

Edited April 18, 2020 by blcruising

[BirdTravels]

On 3/29/2020 at 11:18 AM, crdtrnr said:

Has anyone heard on when we are to be refunded for prepaid amenities (water, wifi) for cruise that was cancelled by NCL?

I have the FCC showing in my account, for everything but that...I am supposed to be refunded for my prepays, but when?

Cruise was cancelled (3/14 sailing of Star), on 3/13/20..over 2 weeks ago.

Thanks for any and all info.

Nope. Our future cruise credit seems to be high. E.g., things that I thought were automatically refunded in cash were added to the FCC. In any case, the balance after the FCC is still not credited to our credit card. My husband is checking daily. We're anxious to see if anything is missing. We were cancelled on 3/30/20. 

Edited April 18, 2020 by BirdTravels

[poffles]

4 hours ago, haiyez22 said:

Nope, still haven’t gotten it back from NCL.

 

At least that indicates not just me.  There are so many different situations here and so many blur them but what we did is the same so good to hear from those that did the same as me.  I think because our 'extras' being cancelled so close to the suspensions happening and the 90 day refund statement I think ours is being lumped into that.

[Zippeedee]

I called in early March (right before the deadline of the new policy starting) and cancelled water, internet, spa and DSC. I called a few days later and cancelled one shore Ex and my paid dining package. I received the first credit after 10 business days and another about a week later. They have not refunded my DSC or the cruise they cancelled, but I just applied for the cruise refund on the 13th.

[EBRB]

Like many of you I cancelled our thermal spa passes and dining/beverage packages in early March. I was told 7 to 10 business days in the case of the thermal spa passes and 4 to 7 business days for the gratuities on the dining and beverage packages. I waited the two weeks and nothing so I called several times during the course of the following three weeks and received a major runaround each time. Finally I was told the refunds were processed and pending but that they would take 90 days. Not sure if any of you got that answer but I wouldn't expect anything before the beginning of June.

 

We were really hoping they would show good faith and honor their word. We're very disappointed that they haven't and because of that we've decided to forgo the FCC and requested a full refund for our cancelled cruise today. So I guess we'll see our refund for that sometime in July.

[poffles]

23 minutes ago, EBRB said:

Like many of you I cancelled our thermal spa passes and dining/beverage packages in early March. I was told 7 to 10 business days in the case of the thermal spa passes and 4 to 7 business days for the gratuities on the dining and beverage packages. I waited the two weeks and nothing so I called several times during the course of the following three weeks and received a major runaround each time. Finally I was told the refunds were processed and pending but that they would take 90 days. Not sure if any of you got that answer but I wouldn't expect anything before the beginning of June.

 

We were really hoping they would show good faith and honor their word. We're very disappointed that they haven't and because of that we've decided to forgo the FCC and requested a full refund for our cancelled cruise today. So I guess we'll see our refund for that sometime in July.

 

Ya I think all refund for cancelled extras for any later suspended sailings are all in the same bucket regardless of situation and either the staff really don't all see that pattern or they are pressured to provide a fluff answer to appease.  It's the not knowing that is irritating and having to keep checking card.

 

Oh well,  I finally sent an email to inquire and even if it takes weeks to get an answer I will at least have something in writing when they do respond, assuming the do.