Customer Service is Terrible

[pepcab]

Let me start off by saying that we are familiar with all forms of travel and have cruised on several different lines. We are pretty relaxed traveller and have an easy going attitude towards those travelling plans. We know that there are times when things don't always go as planned and that is to be expected when travelling anywhere. We were actually on the Escape when it was grounded in the Dominican recently and thought that Norwegian did a pretty good job handling that situation. The communication broke down with getting everyone on an airplane, but I'm not sure that was Norwegian's doing per se. Having said that, we have been trying to use our FCC to book another cruise for the summer, as I work in education and the only time I can go would be the summer. At first, the people that I talked to assured me that the credit was indeed in my Latitudes account, even though I could not see it there. We were getting quotes for different scenarios of a particular cruise. Since we did that, we have not been able to get the proper price according to what we were originally told we would be getting. The initial people that take our call are quite pleasant and polite. It is when they transfer us to the "Cruise Specialists" that they become rude and impatient with us. They don't even listen to what we are trying to tell them in regards to our situation. They interrupt us when we explain what is happening. I have never been so disheartened with using a service as I am with the Cruise Specialists for Norwegian. Once this credit is used we will probably never sail with them again. 

[roboref]

Completely agree. I have submitted email on the website and still no reply after 4 weeks. I also wrote a letter to customer relations at corporate headquarters 3 weeks ago and no reply either. After refusing to extend my NCL Escape cruise beyond April 1, NCL cancels it. NCL while giving a FCC for another booking for one year, refuses to extend the Nest cruise credit beyond Dec. 31. I am at the point that I am willing to forfeit the $125 Cruise Next certificate and the 50% FCC for the cancellation if NCL can't handle or communicate any better. The level you and I are being treated at doesn't warrant me being a customer and if we are treated this way you can be assured we aren't the only ones. It will come back to haunt NCL.

[pepcab]

I know we are not the only ones for sure. It's just sad because as I said they had great intentions when the Escape grounded but the follow through has left a very bad taste in my mouth for sure. 

[kjquilts]

5 hours ago, roboref said:

Completely agree. I have submitted email on the website and still no reply after 4 weeks. I also wrote a letter to customer relations at corporate headquarters 3 weeks ago and no reply either. After refusing to extend my NCL Escape cruise beyond April 1, NCL cancels it. NCL while giving a FCC for another booking for one year, refuses to extend the Nest cruise credit beyond Dec. 31. I am at the point that I am willing to forfeit the $125 Cruise Next certificate and the 50% FCC for the cancellation if NCL can't handle or communicate any better. The level you and I are being treated at doesn't warrant me being a customer and if we are treated this way you can be assured we aren't the only ones. It will come back to haunt NCL.

 

Re the Cruise Next   

 

Go in to your account and check the expiration date.  All of our CruiseNext Certificates have been extended without requesting.  My earliest expiration date is now 10/04/2024 for a CN that was set to expire in 2022.