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Please help! 2 cancelled cruises and NCL saying I won't get my money back.


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I am so frustrated this morning.  Through the casino department I had a cruise booked in May 2020 on the Encore to Bermuda.  This cruise was cancelled by NCL.  I also had a cruise for January 24, 2021 on the Epic to Southern Caribbean with airfare paid.

 

So when the cruise on the Encore was cancelled I called the casino department and asked if I could move my money that I paid in full to the Epic cruise.  She said yes.  She moved the money and since she was redoing the cruise she cancelled the airfare but gave me a room in the Haven.   I also had FCC on my account as I got an additional 25% because of the cancellation to use on a future booking.  

 

Ok so today I called up to see if they thought the cruise would be cancelled.  I was told yes most likely.  I said can I just move this cruise to next January.  She said yes, then looked up the price and said it would cost me an additional $3000.   Even though the cruise only shows a slight difference on line in price they still want to charge me that price.  Ok I say then as soon as you cancel the cruise I will just take my money back.   She said yes you will get $100 back.  HUH???  I said I paid in full $1800 for the Encore and then $100 for the Epic.  That is $1900.   How would I not get my money back.  She said she only shows $100 and she thinks the rest is FCC.   But she was not sure so she said to call Guest Relations and gave me the phone number.   Well there is no talking to guest relations.  You must go to the website and send in your question.  

 

Have any of you experienced something like this?  Did you get your money back?   I am a stockholder and a platinum member so I have taken a lot of cruises with them.  I never heard of not getting your money back especially if they cancel the 2nd cruise.

 

Thank you for any input you can provide me with.  

 

 

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When they cancelled the first cruise, you chose to use the money toward a second future cruise.  This would have been processed as a FCC rather than a refund, since you immediately applied it to a future cruise.  Once money is converted into an FCC, it remains FCC funds.  So cruise #2 was booked with FCC + $100 in cash.  I can't tell from what you wrote if that FCC amount would have included the 25% bonus from the first cancellation.

 

If they cancel cruise #2, you can't get a refund of the FCC, because you already crossed that bridge when cruise #1 funds were converted to FCC.  

 

You should have $1800 in FCC to use toward a future cruise, if you let them cancel.  You should be able request a refund of the $100, or convert it into the FCC pool.

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4 hours ago, MeHeartCruising said:

When they cancelled the first cruise, you chose to use the money toward a second future cruise.  This would have been processed as a FCC rather than a refund, since you immediately applied it to a future cruise.  Once money is converted into an FCC, it remains FCC funds.  So cruise #2 was booked with FCC + $100 in cash.  I can't tell from what you wrote if that FCC amount would have included the 25% bonus from the first cancellation.

 

If they cancel cruise #2, you can't get a refund of the FCC, because you already crossed that bridge when cruise #1 funds were converted to FCC.  

 

You should have $1800 in FCC to use toward a future cruise, if you let them cancel.  You should be able request a refund of the $100, or convert it into the FCC pool.

I guess since this has never happened before I did not realize they would do that to me.  I had both cruises booked.   I asked her to move my money from the one to the other.  I did not realize they would  make it FCC.  Yes I did get the 25% extra.  She even redid my cruise and gave me a better offer by I lost my free airfare.  I cannot use a travel agent since it was through the casino department.  NCL has not allowed my travel agent to book for me.

 

Well live and learn I guess.   My fault for assuming that my actual cash was being applied.   I do appreciate all of your answers.  I will know for the next time.   Hopefully no more cruises get cancelled!

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2 hours ago, DCGuy64 said:

Yep. Even better: Should have used a travel agent, and never have agreed to FCC.

I would use a travel agent but NCL casino department does not let me.  I have to book directly with them.   Live and learn...never should have agreed to FCC.  Even though I didn't know that I did.  The girl I have used at NCL was put on furlough so I can't even speak to her to see what she did.   I just rebooked for 2022.   I did not get as good of a deal but it is ok and it is a cruise.   I have to book it as I cannot afford to lose that money.

 

Thank you for your input.  Much appreciated!!

 

Mary

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9 hours ago, CUontheC said:

Have any of you experienced something like this?  Did you get your money back?   I am a stockholder and a platinum member so I have taken a lot of cruises with them.  I never heard of not getting your money back especially if they cancel the 2nd cruise.

So it is really simple. When you re-booked, did you look at (1) your MyNCL account and see FCCs and (2) your Guest Confirmation which clearly shows how the new cruises were paid. If your Guest confirmation lists "PAID by FCC Coupon for you on date", then you accepted the FCC and it was used to pay for the new cruise. 

 

Since you are a Platinum member, you should be very familiar with your MyNCL account and how to read a Guest Confirmation. If there was an error, you should have immediately addressed it. Now it is too late. 

 

Terms and Conditions: 

Note FCCs have no cash value and cannot be redeemed for cash. If a guest opts to retain the FCC provided, the guest hereby agrees to all of NCL's terms and conditions associated with the FCC, which can also be found on www.ncl.com/cruise-faq. Please be advised that at no time will an FCC be redeemable for cash, including but not limited to situations of possible future cruise suspensions, displacements, cancellations or if the FCC exceeds the time in which it must be used.

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18 minutes ago, BirdTravels said:

So it is really simple. When you re-booked, did you look at (1) your MyNCL account and see FCCs and (2) your Guest Confirmation which clearly shows how the new cruises were paid. If your Guest confirmation lists "PAID by FCC Coupon for you on date", then you accepted the FCC and it was used to pay for the new cruise. 

 

Since you are a Platinum member, you should be very familiar with your MyNCL account and how to read a Guest Confirmation. If there was an error, you should have immediately addressed it. Now it is too late. 

 

Terms and Conditions: 

Note FCCs have no cash value and cannot be redeemed for cash. If a guest opts to retain the FCC provided, the guest hereby agrees to all of NCL's terms and conditions associated with the FCC, which can also be found on www.ncl.com/cruise-faq. Please be advised that at no time will an FCC be redeemable for cash, including but not limited to situations of possible future cruise suspensions, displacements, cancellations or if the FCC exceeds the time in which it must be used.

 

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Just now, CUontheC said:

 

Nope it does not show that I paid with FCC it shows cash.  I do know how to read my confirmation.  And not sure if you go through the casino but it is a bit different.  No worries for me at this point I was able to rebook for next year with a fantastic price and cabin.  Also have $1300 in FCC for my shore excursions.  Hopefully by 2022 we will be traveling again.

Oh and btw I sold NCL stock today. Bought for approx $8 per share and sold at $22 today.  So all in all what I thought was going to be a bad day totally turned around into a good day.

 

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27 minutes ago, CUontheC said:

 No worries for me at this point I was able to rebook for next year with a fantastic price and cabin.  Also have $1300 in FCC for my shore excursions.  Hopefully by 2022 we will be traveling again.

 

Very happy that things seem to be working out well for you. 

All the best. 

Cheers

🥂

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8 minutes ago, Summerstravel said:

You can always dispute the charges with your credit card company that you used to purchase the cruise since services were never provided. I believe this has worked for some people. 

Stay Safe 

Thank you. I thought about doing disputing it today but she gave me such a good deal I opted to book again.  

You stay safe as well 😊

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2 minutes ago, All-ready2cruise said:

You  are so welcome... we all need some positive reinforcement... especially now.   Just keep on keeping on.  

 

Cheers

You are so kind.  Yes we do for sure!!  Stay safe and well 😊

Mary

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With most of the cruise ship companies having, literally, "one foot in the grave & the other on a banana peel" if you show ANY interest in a future cruise you can almost name your own price & terms IF you're willing to wait until sailing resumes at some future date.  When my original cruise was cancelled back in April I read the cancellation terms VERY carefully (THANK YOU @BirdTravels!!!) & opted for the cash refund rather than a FCC.  As others have pointed out once you accept the FCC for ANYTHING you're basically playing with 'NCL Monopoly Money' with NCL as the banker!

 

In any case, glad that things seem to be working out for you!  Stay well & safe!

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On 11/18/2020 at 6:35 AM, tomk3212 said:

With most of the cruise ship companies having, literally, "one foot in the grave & the other on a banana peel" if you show ANY interest in a future cruise you can almost name your own price & terms IF you're willing to wait until sailing resumes at some future date.  When my original cruise was cancelled back in April I read the cancellation terms VERY carefully (THANK YOU @BirdTravels!!!) & opted for the cash refund rather than a FCC.  As others have pointed out once you accept the FCC for ANYTHING you're basically playing with 'NCL Monopoly Money' with NCL as the banker!

 

In any case, glad that things seem to be working out for you!  Stay well & safe!

Thank you....you stay safe and well too!

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1 hour ago, DarkJedi said:

Call a lawyer.

 

I expect that NCL will do everything it can to keep your money and refuse you any form of refund while constantly increasing the cost of you rebooking.

You didn't read the entire thread - it appears the OP got favorable pricing on a new booking, look at the post from 8:49 PM 2 days ago (they took away post numbers in the last update)

 

I'm not a contract lawyer, but I suppose a REALLY good one will be needed in order to figure out how to reverse accepting the terms of cancellation and refund in the form of FCC.

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