Personal Cruise Consultant Experiences

[Vvanalstine]

Since booking our cruise, I have never been able to reach my personal cruise consultant. Months ago, after booking my cruise, I received  a voicemail with their information. I have yet to reach them for questions since. Initially I would leave a voicemail. Eventually their mailbox was full. Only two of those being mine.

I gave up on ever contacting them. On any subsequent calls, the representative I have spoken to insists I go though my PCC. They’ve even messaged them and my PCC said they’d get back to me. They never have. I have been borderline yelled at by a representative for not using my PCC, despite explaining the situation. I have asked for another PCC, but nothing came of that.

My experience with NCL customer service up to this point really sucks. Is this normal?

[complawyer]

personal experience.  we got an offer from cesars entertainment for a free cruise in 2010. we needed to book through casinos at sea.  i did this type of booking for about 6 years when i get an unsolicited call from an ncl cruise consultant.  since i'd been booking cruises (may i add rather successfully) for 6 years, i asked what the pcc could so for me that i couldnt accomplish for myself. Actually there wasnt much, but i decided to give them a chance.  while i concede everything worked well, i looked at the cruise i wanted, the category cabin, then i called up and the only thing pcc had to do was confirm the booking, and take my credit card.

 

only problem is that my wife gets 20% off on a cruise, and my numbers and those of the cruise consultant were always different,  and obviously in favor of ncl resulting in a higher price. one day i got  particularly frustrated and decided to once again call casinos at sea. i found out that i had a free club balcony suite, and all sorts of coupons and goodies that the cruise consultant never told me about.  needless to say i never called them again.  I did discover they work on commission which is obviously not going to result in many extra  benefits to the traveler

 

my advice (and this is only my opinion) is to go to the ncl website, and book it yourself. or in the alternative, decide what you want, where you want to go and what cabin (price) you want to choose.

 

armed with t his information, then (and only then) contact the pcc. if you still get snubbed, "DEMAND" another one,or ask for a supervisor. as any job that works on commissions, you will find they fall over 

each other to do a booking.

 

by the way, i found a person who works directly for casinos at sea, and she is a godsend, and saved us a boatload of money (forgive the intentional pun) i would be delighted to give you her name and phone number, but alas and alack, this site forbids such activity.

[RocketMan275]

The best course of action is to find a Travel Agent that discounts (8-10%) fares.  

[tony s]

Follow Dr Phil's advice, ask for a Supervisor and don't settle for less...

[redbicycle]

I have talked to my PCC about 4 times since I'm a first time cruiser with a ton of questions. I got voicemail a couple times and didn't leave a message. I emailed twice and found response times pretty slow, but if I got her on the phone, she was helpful in answering all my questions.

 

My biggest issue just happened today. I had been debating a Thermal Suite Pass, which I could not book online or through the app. She told me it was $249 and that would also be the price onboard the ship. I finally decided to pull the plug today and was told I just missed the promo price, which ended June 1. It was now $299. I pointed out that I specifically asked her if the price was the same on the ship and she said yes, only to now be told it was $50 more. She apologized but claimed it was a surprise to her too and only after I expressed a ton of frustration did she offer to ask if she could get me the promo price. Since I repeatedly pointed out, nicely, that the fault was on her end for giving me wrong info and not telling me about the deadline,  she emailed me back to say she could get me the cheaper price. But it took a lot of nudging to get her there.

 

So my experience was hit or miss. Otherwise, she answered questions about the capacity of the ship, the difference between the beverage packages, and also checked into how much an upgrade would cost me.

[onivek]

I, too, booked my cruise (online) and later received a voicemail and email from a gentleman introducing himself as my PCC.  However, several days later when I called with some questions, he denied that he was my PCC, told me he didn't have time for me, didn't know how I had possibly gotten his name or extension, etc..  He said he'd call me back when he was available.  That was 4 months ago... 

Of course, I have since called back and spoken to other representatives, and some were more pleasant than others, and some were helpful and others much less so.  It's pretty inconsistent. 

 

This is my second NCL cruise, and I'm sadly finding that this seems to be typical.  It's unfortunate.  they have great itineraries, but my experiences with customer service so far have been rather lacking.

 

 

[FlGoodShips]

I've used the same PCC at NCL for more than 10 years. Excellent service. 

[phillygwm]

2 hours ago, complawyer said:

 

 

by the way, i found a person who works directly for casinos at sea, and she is a godsend, and saved us a boatload of money (forgive the intentional pun) i would be delighted to give you her name and phone number, but alas and alack, this site forbids such activity.

Other than my first NCL cruise, I always book through CAS.  I wouldn't blame your PCC; they can't see your casino play and have no idea whether you qualify for any of those offers.  

 

To anyone who spends a fair amount of time in the casino, I'd recommend giving them a call before you book anything.  You might get a better offer than you can get through your PCC.

[TrumpyNor]

I have had the same US based PCC at NCL since 2008, and I have absolutely no complaints. Very content with her. I live in Europe, so when I want to book a cruise or need her assistance with any changes regarding existing reservations, I just send her an e-mail. Usually receive a reply within a few hours.

[ziggyuk]

My PCC is excellent, I have one point of contact with direct telephone number and email address.
The real advantage, and why I use him over a TA who might get me a few $ OBC, is that he has direct access and knows who to call when things go wrong and something needs to be fixed.
He is worth his weight in gold as far as I'm concerned.

I do the legwork and find my cruise, even choose my stateroom but always let him book it so he remains responsible for the booking.

[ziggyuk]

10 minutes ago, TrumpyNor said:

I have had the same US based PCC at NCL since 2008, and I have absolutely no complaints. Very content with her. I live in Europe, so when I want to book a cruise or need her assistance with any changes regarding existing reservations, I just send her an e-mail. Usually receive a reply within a few hours.

Out of interest, if your PCC is in the US, are your bookings in in US$ via the US site or does she make the booking on the European site.

[kylenyc]

My PCC told me he gets credit if I book with him. You have to secure with a deposit/FCC with him and not using the NCL website. Most of my bookings are budget solo cruises. Even so, he was grateful I went out of my way to call and book with him.

 

I agree with others. Speak to a supervisor and get another one if you're unhappy. However, if you make it a habit of asking a PCC for help after you book cruises online for which they don't get any credit, you probably won't be on their priority list.

Edited June 7, 2022 by kylenyc

[yankprintster]

I haven't been very impressed with mine.  The next cruise I book will probably be with a TA.  I used to use a TA all the time, but she retired a few years ago so have been doing the PCC route since then and it's just been infuriating most of the time.  There doesn't seem to be much benefit to using the PCC.

 

It hadn't been all bad.  There was one time the PCC called me to say I could rebook some of my existing cruises and get triple latitude points and save money too.  But that was the only thing proactive they did for me.  Everything else I had to research myself and ask them to add it on, which they almost always screw up the first time, despite my exact instructions.

[TrumpyNor]

8 hours ago, ziggyuk said:

Out of interest, if your PCC is in the US, are your bookings in in US$ via the US site or does she make the booking on the European site.

They are in US$ and with US conditions. I find that in most cases the US prices offered are better than the European priced cruises (for me they would be priced in Euros when booking through NCL in Europe). As I always book quite some time in advance, I also appeciate the possibility to change my reservation up until final payment without any penalties in cases of pricedrops. Or, after final payment, in case of price drops being able to purchase an upgrade for a "bargain price" without penalties.

 

A few years ago I did the "mistake" of booking a couple of cruises myself on the European NCL webpage, I was then assigned to first one and then another European PCC - they were both extremely bad (never returned any e-mails, never replied to any questions, etc AFTER the cruise was booked). So never again......! NCL tried to "force" me over to NCL Europe some years ago - at the time I had alredy done more than 20 cruises with NCL and used my PCC since before they divided NCL in to different markets and different webpages, depending on your geographical location. So they let me "keep her" and let me book my cruises in USD according to US rules... 😊

Edited June 8, 2022 by TrumpyNor

[ziggyuk]

1 hour ago, TrumpyNor said:

They are in US$ and with US conditions. I find that in most cases the US prices offered are better than the European priced cruises (for me they would be priced in Euros when booking through NCL in Europe). As I always book quite some time in advance, I also appeciate the possibility to change my reservation up until final payment without any penalties in cases of pricedrops. Or, after final payment, in case of price drops being able to purchase an upgrade for a "bargain price" without penalties.

 

A few years ago I did the "mistake" of booking a couple of cruises myself on the European NCL webpage, I was then assigned to first one and then another European PCC - they were both extremely bad (never returned any e-mails, never replied to any questions, etc AFTER the cruise was booked). So never again......! NCL tried to "force" me over to NCL Europe some years ago - at the time I had alredy done more than 20 cruises with NCL and used my PCC since before they divided NCL in to different markets and different webpages, depending on your geographical location. So they let me "keep her" and let me book my cruises in USD according to US rules... 😊

 

That is really interesting, thank you.
My PCC is in Malta and very good, so am happy with him.
I did read some time ago a European PCC can book in either the US market or the European market but I have never asked him if he can do it to confirm this. I am lucky I can pay in my local currency so there is no additional conversion fees for me.
I have seen some good deals on in the US market, the only down side is you lose some of the additional protection we get in the European market.
Food for thought, thank you.

Edited June 8, 2022 by ziggyuk

[Goldconnection]

We have a excellent CC and have used him for years.  A friend of ours also had an excellent CC who suddenly stopped returning his calls and emails. He learned that person had past away. I connected him with our CC and he is very please with his level of service. They first thing the CC did was looked over his upcoming cruises and informed him of a price drops and made the adjustments which were substantial. Needless to say our friend couldn’t be happier.

[Vvanalstine]

20 hours ago, onivek said:

I, too, booked my cruise (online) and later received a voicemail and email from a gentleman introducing himself as my PCC.  However, several days later when I called with some questions, he denied that he was my PCC, told me he didn't have time for me, didn't know how I had possibly gotten his name or extension, etc..  He said he'd call me back when he was available.  That was 4 months ago... 

Of course, I have since called back and spoken to other representatives, and some were more pleasant than others, and some were helpful and others much less so.  It's pretty inconsistent. 

 

This is my second NCL cruise, and I'm sadly finding that this seems to be typical.  It's unfortunate.  they have great itineraries, but my experiences with customer service so far have been rather lacking.

 

 

It really is hit or miss! I have spoken to some really nice people and some people who were pretty rude.

Answers to any questions have been have pretty inconsistent as well.

My main things were adding a new reservation for my husband, who initially wasn’t able to travel with us and also the nightmare of booking flights with NCL. We are currently 29 days from our flight with absolutely no information. 
Will use a travel agent as suggested by others from here on out. Not being a regular “cruiser”, this experience thus far, will probably prevent me from ever doing another one!

[cmjars]

We have had the same person for the last 10 years and he's great always responds to me.

[Trimone]

10 hours ago, ziggyuk said:

 

That is really interesting, thank you.
My PCC is in Malta and very good, so am happy with him.
I did read some time ago a European PCC can book in either the US market or the European market but I have never asked him if he can do it to confirm this. I am lucky I can pay in my local currency so there is no additional conversion fees for me.
I have seen some good deals on in the US market, the only down side is you lose some of the additional protection we get in the European market.
Food for thought, thank you.

The bloke with a hand on *****

[Trimone]

Went to afternoon tea with NCL booked a cruise whilst there with a PCC in USA….useless rang the Maltese and got transferred back to him.

[kgmorris]

I was in the same situation and about 2 years ago, I got lucky!  I called the line where you take to the first available and made the changes I needed was super helpful, then I made the off comment "wish you were my PCC", he said "I can change it now if you like", he did and has always gotten had great communication (email within 24-48 hours and phone message call back within the day).  His name is Ryan Tran.

 

Ryan Tran |Personal Cruise Consultant 

P: 877.416.9722 EXT 44399 | Direct: 954.514.4399

Text Free 954.947.1195

rtran@ncl.com

[adlb1300]

Our has been excellent especially with our first cruise as we had a bunch of questions and she answered all of them. She genuinely sounds happy to be doing what she is doing for a living. Hit or miss being able to reach her by phone on the first try but responds to emails and voicemails within 30 minutes usually. Given all of her help on our first cruise I could have easily just booked our upcoming April 2023 cruise myself but wanted to make sure she got the credit due to how much help she wass so booked through her.  That being said just like in any occupation there are going to be those that are good at and like their jobs and others that are not good and just there for the paycheck.