Is NCL's compensation to displaced Dawn passengers fair?

[jentroubles]

I'm glad to hear that Carol was able to snap her fingers and get her GV rebooked in one phone call.....was it really this easy, Carol?

 

It may not have been just one call for Carol, but she noted how wonderful her personal cruise consultant was and how smooth the rebooking was. She had the same concerns I had-- rebooking at an exorbitant price. My answer from NCL was---you are getting 25% back, quit complaining. Granted I changed to the spirit leaving the same day, but was losing OBC and a multi-level upgrade. (not to mention this is my second cancelled cruise in a row.) Changing to an inferior cabin on the Spirit was going to cost much more than the offered compensation and at risk of restarting the "apples and oranges" discussion, I did not think it was fair.

 

My experience was not one that was either smooth or pleasant, and I felt like nobody wanted to listen, call me back or answer my questions. The poor customer service was my point-- Carol didn't seem to have these issues....

[NCL_Cruiser]

This was not a sudden problem. The Dawn's problems had been known by management before the cruise was canceled. You don't keep customers who are paying top dollar waiting over the weekend so that management has time to "get the whole picture". Management, good management that is, will have the whole picture before the decision is made.

 

You're assuming that management can accurately predict exactly what those guests want. They did make an initial attempt, offering 125% in refunds and credits. For many, this was more than adequate. Unfortunately, in Carol's situation, she had to pick a date that fit into her schedule, that had a higher price.....If she had been able (and desired to) sail in September, for instance, the offer may have been more than sufficient. Giving NCL the equivalent of a whole business day to come up with an amicable solution for THIS PARTICULAR GUEST not unreasonable, IMHO.

[carol54]

I'm glad to hear that Carol was able to snap her fingers and get her GV rebooked in one phone call.....was it really this easy, Carol?

 

It may not have been just one call for Carol, but she noted how wonderful her personal cruise consultant was and how smooth the rebooking was. She had the same concerns I had-- rebooking at an exorbitant price. My answer from NCL was---you are getting 25% back, quit complaining. Granted I changed to the spirit leaving the same day, but was losing OBC and a multi-level upgrade. (not to mention this is my second cancelled cruise in a row.) Changing to an inferior cabin on the Spirit was going to cost much more than the offered compensation and at risk of restarting the "apples and oranges" discussion, I did not think it was fair.

 

My experience was not one that was either smooth or pleasant, and I felt like nobody wanted to listen, call me back or answer my questions. The poor customer service was my point-- Carol didn't seem to have these issues....

 

Jen ~

 

I am very sympathetic to what you have been through. Two canceled cruises is rough. I found out that the May 26 cruise had been canceled by an email. It was sent to my home email address and I fortunately check that email during lunch each day. I couldn't believe it. I was so very fortuntate to be working with an amazing PCC. On Friday when I called she asked me to please give her until Monday to see what could be done. It worked out for me on MOnday.

 

I sincerely hope you have a wonderful cruise. I'm sure you will if only because you worked so hard for it.

 

Good luck to you.

[cmh]

NCL is offering passengers who are booked on those voyages a full refund and 25 percent credit toward another cruise. Carol54 says that amount doesn't cover the rate increase since she booked

 

My daughter's cruise to Hawaii was cancelled last year because of a propeller problem. She was not given notice until four days prior to sailing. She was given all her money back and she was given a free cruise to Hawaii as long as she took it within the next 6 months. She sure got a better deal than you are being given.

[ScubaJim]

Did you have travel insurance? If so would that cover some of the extra cost?

[Cuizer2]

Did you have travel insurance? If so would that cover some of the extra cost?

 

What extra cost? She could get a full refund. She is trying to book another cruise. Insurance only covers the cruise you are on, not the one you want to replace it with.

[juniordog]

It was NCL fault. I was on the Thanksgiving cruise, stranded in Norfolk Virginia for three days due to the Izopod (whatever problem). I rebooked another cruise on the Dawn for June 2, 2007, mini suite, 3 other couple coming and look what happend again. Do I blame them, yes I do. Am I mad, yes I am. I did get a room on the Spirit leaving on June 2nd. Am I happy, I don't know. I think it will be crowded, 2 of the couples didn't want to go to Bermuda, and I don't have a mini suite. And I did not get a break on the cruise. Okay, it is 8 day versus 7, but IT IS NOT THE CRUISE I WAS SUPPOSE TO EXPERIENCE. Wish me luck, I hope we get to have a good time.

[cruizinwithkids]

Okay, it is 8 day versus 7, but IT IS NOT THE CRUISE I WAS SUPPOSE TO EXPERIENCE. Wish me luck, I hope we get to have a good time.

 

Good luck, BUT it seems to me you are approaching the cruise with way too much negativity to truly enjoy yourself. Say, "YIPPEE, I'm going on a cruise."

 

Bermuda would be my first choice to visit.

[aldewitt]

 

NCL is offering passengers who are booked on those voyages a full refund and 25 percent credit toward another cruise. Carol54 says that amount doesn't cover the rate increase since she booked.

 

 

Where are you people booking your cruises? What are you paying for them? If a 25% credit won't cover the increase, you must not be buying discounted cruises. You must be buying the top of the line and paying two or three years ahead of time. I really like the cruise lines, but I am not into making interest-free loans over a 2 year period.

 

Here's a tip. Unless the cruise is routinely sold out 6 months in advance, you can usually book your cruise a lot lower through a travel agent that sells only cruises.

 

Just my two cents; it may be overvalued.:)

[KerCar]

Where are you people booking your cruises? What are you paying for them? If a 25% credit won't cover the increase, you must not be buying discounted cruises. You must be buying the top of the line and paying two or three years ahead of time. I really like the cruise lines, but I am not into making interest-free loans over a 2 year period.

 

Here's a tip. Unless the cruise is routinely sold out 6 months in advance, you can usually book your cruise a lot lower through a travel agent that sells only cruises.

 

Just my two cents; it may be overvalued.:)

 

Unfortunately for those of us who like to sail out of NYC in the spring and summer months there is a significant price increase as you get closer to the sail date. I booked my June Spirit sailing through a discounter back in Feb. of this year. By March, my same cabin cat was selling for $500 more!!!!! By April it was selling for almost $1000 more :eek: Now our entire ship is sold out!!!! It is my understanding that most NYC cruises sail at or just about near capacity so there aren't many last minute deals. Not to mention suites and Villas and inside cabins are hard to come by the closer you get to sailing.

[KerCar]

 

Bermuda would be my first choice to visit.

 

I agree! And I'll be there in 30 days:):):)

[familyof4cruising]

I think they should have matched her original price and then given her 25%.

 

I was booked on the HAL Westerdam for President's Week, and thanks to CC I found out the Hal chartered the boat. They never called my TA. Well the ironic thing is that I was on the Jewel last President's week when Rosir O'Donnell chartered that. I guess President's week is always a problem for me. NCL was great and I booked the Pearl and I was very happy. HAL offered me $100 on board credit. That doesn't even cover my family of 4 to change our airfare. I love NCL they are very good to me, so I can not complain, but in this case they should have matched her price and then compensated her.

[electricron]

Most are being unrealistic, to say the least.

 

For a summer season cruise, many wishing to book a Suite apparently book their cruises over a year in advance. Haven't you seen all the questions about next year's summer itineraries? And yes, the earliest you can book a summer cruise, the cheaper the prices are, especially for suites. So, those booking suites early are receiving discounted fares.

 

But, one has to look at the number of cruise ships that have changed itineraries or canceled cruises over a years time. I replied on another thread just yesterday, that close to 33% of ships are affected.

 

So, which one of three ships will have a canceled cruise or changed itinerary during the next year?

 

So, when one in three ships have mechanical or other troubles, changes have to be made. It's either sail the crippled ships for up to 3 years for it's next dry dock to make necessary repairs, make repairs while continuing to run the ship, or cancel a cruise to make the repairs.

 

If you check recent history, NCL first tries to make repairs while the ship is in service, changing itineraries as little as possible. But some repairs can't be made with the ship in service, on these occassions NCL cancels a cruise or two as soon as they can to take the ship out of service to make the repairs. This reduces the amount of passengers inconvienced by changed itineraries. Of course NCL tries to schedule these repairs before the next peak demand season, to reduce revenues losses caused by the canceled cruises.

 

But someone scruise will be canceled. It's lady luck at work. It's difficult to know a year in advance which ships will require work, or when. I don't think any of us have the ability to predict the future with that much detail a year in advance.

 

But those complaining the most expect to get the same deal they got last year for a cruise on the same ship at a different time during the same peak demand season, or the same deal on a different ship at the same time as their original cruise. Why? Fares have changed because cabin availability has changed. Fares ar eno longer being discounted for the suites anymore. It's a dynamic maket, not a frozen market.

 

The only way the cruise lines can keep fares equivalent to what they were last year is to have fixed prices, without discounts early for suites, and discounts later for lesser cabin classifications. Or eliminate all discounts, period.

[Cuizer2]

Most are being unrealistic, to say the least.

 

For a summer season cruise, many wishing to book a Suite apparently book their cruises over a year in advance. Haven't you seen all the questions about next year's summer itineraries? And yes, the earliest you can book a summer cruise, the cheaper the prices are, especially for suites. So, those booking suites early are receiving discounted fares.

 

But, one has to look at the number of cruise ships that have changed itineraries or canceled cruises over a years time. I replied on another thread just yesterday, that close to 33% of ships are affected.

 

So, which one of three ships will have a canceled cruise or changed itinerary during the next year?

 

So, when one in three ships have mechanical or other troubles, changes have to be made. It's either sail the crippled ships for up to 3 years for it's next dry dock to make necessary repairs, make repairs while continuing to run the ship, or cancel a cruise to make the repairs.

 

If you check recent history, NCL first tries to make repairs while the ship is in service, changing itineraries as little as possible. But some repairs can't be made with the ship in service, on these occassions NCL cancels a cruise or two as soon as they can to take the ship out of service to make the repairs. This reduces the amount of passengers inconvienced by changed itineraries. Of course NCL tries to schedule these repairs before the next peak demand season, to reduce revenues losses caused by the canceled cruises.

 

But someone scruise will be canceled. It's lady luck at work. It's difficult to know a year in advance which ships will require work, or when. I don't think any of us have the ability to predict the future with that much detail a year in advance.

 

But those complaining the most expect to get the same deal they got last year for a cruise on the same ship at a different time during the same peak demand season, or the same deal on a different ship at the same time as their original cruise. Why? Fares have changed because cabin availability has changed. Fares ar eno longer being discounted for the suites anymore. It's a dynamic maket, not a frozen market.

 

The only way the cruise lines can keep fares equivalent to what they were last year is to have fixed prices, without discounts early for suites, and discounts later for lesser cabin classifications. Or eliminate all discounts, period.

 

I must say, I question almost this entire post. First of all, who decides what is realistic and what is not. If someone books in advance, and through no fault of their own, the cruise has to be canceled or changed, then it is very realistic to expect the cruise line to honor that fare when the replacement cruise is booked.

 

Back up your 1/3 figure. I have been on six cruises and have not had one itinerary change for any reason at all (weather, mechanical, person going overboard ...). I doubt that 1/3 of all cruises change their itineraries over the course of one year.

 

It appears to me that you are making up facts to support your position.

[electricron]

I must say, I question almost this entire post. First of all, who decides what is realistic and what is not. If someone books in advance, and through no fault of their own, the cruise has to be canceled or changed, then it is very realistic to expect the cruise line to honor that fare when the replacement cruise is booked.

 

Back up your 1/3 figure. I have been on six cruises and have not had one itinerary change for any reason at all (weather, mechanical, person going overboard ...). I doubt that 1/3 of all cruises change their itineraries over the course of one year.

 

It appears to me that you are making up facts to support your position.

 

I didn't write one third of all cruises sailings, I wrote one third of all cruise ships have changed itineraries, or canceled cruises over a year.

If you need data, check out the events at sea cruise site and count the ships yourself. Yesterday, for just the last half of 2006 (not even a full year), I listed over 25 ships. Just the law of averages means over 50 ships suffer the same consequences over a full year. I doubt events at sea caught every instance of a changed itinerary. So, the 33% number should be approximately accurate, if anything, reflecting a smaller percentage than what really happen.

 

Whereas many will say if you bought anything at a huge discount last year, that one should get the same discount this year. But there will be just as many who will disagree. A year has passed after all. I know this analogy is poor, it expresses my opinion. but try buying a new car this year without a discount with at last year's sale prices. Good luck!

[flyingpirate]

Where are you people booking your cruises? What are you paying for them? If a 25% credit won't cover the increase, you must not be buying discounted cruises. You must be buying the top of the line and paying two or three years ahead of time. I really like the cruise lines, but I am not into making interest-free loans over a 2 year period.

 

Here's a tip. Unless the cruise is routinely sold out 6 months in advance, you can usually book your cruise a lot lower through a travel agent that sells only cruises.

 

Just my two cents; it may be overvalued.:)

 

Not everyone buys "discounted" cruises, it's not the only way to go ;).

 

We reserve through our cruise specialist TA or direct with NCL. We book when we decide to cruise, be it a year or a month in advance and the suite usually costs just the same.

 

We always pay full price and have never gotten an upsell or a "deal", and would expect the company to make our reservation "right" if they were to cancel on us. Since our cabin is one of two like it on the ship, they would also have to make adjustments and I would expect them to.

 

I don't find that unreasonable when the fare for two is reaching five figures.

[time4u2go]

OP, I must ask...why did you put an exclamation point after "Yes" in your poll answers, but not after "No"?

[momofmeg]

Seems like a couple of people just don't get it till it happens to them, then lets see them call NCL.... NICE:confused: Quick story. I once sailed on Royal Carribean when they owned a couple of ships from an old company. I didn't pay much and it was my 2nd cruise. The cabin was dirty,as well as the ship, I complained to RCCL and they gave me 4-25% discounts to be used on any sailing for 3 yrs. The rep even told me not to waste my 2 childrens credits on the 3rd and 4th passenger. So We took 1 cruise and my wife and I were the 1st and 2nd passenger at 25% off. Then we took a 2nd cruise and my 2 daughters were listed as 1st and 2nd passenger at 25% off. Since then we have been on RCCL appox 25 times. We are lifetime loyal cruisers with RCCL. Good business sense always pays back 100 fold.;)

 

Ralph we were booked on the jewel of the Seas 2007 repo from Europe. That cruise was canceled so the ship could go into an previously unscheduled drydock. we did receive our refund but no offer off on another cruise.

 

However, I can't complain too much as Celebrity Constellation had a much better price for her repo (almost the same identnicll ports we would have taken on JOS)and thanks to Kewlguy, ( a poster here who told us about thsi cruise on our roll call for the canceled cruise) I learned about that and I was able to book that cruise instead. I do believe the difference in price ($1200 for 2 people) I did better with booking the Celebrity cruise than I would to have booked another on RCI. Celebrity had made a last minute change on this also, the original cruise was just a 8 day crossing. I think they did this for us who wanted that itinerary so although RCI did not "take care of us" her mother company did.

[*Luv2Cruz*]

When I first read this thread I thought I might be effected. Then I noticed the date of this old thread and realized I was ok!:D Scared me for a while!:eek:

[cruizinwithkids]

When I first read this thread I thought I might be effected. Then I noticed the date of this old thread and realized I was ok!:D Scared me for a while!:eek:

 

Yeah, I know the feeling as I sail in less than three weeks. I've been on vacation in Disney and not on the computer so thought I had missed some major happenings. Whew!!!

 

Wonder why it appeared like this after two years.?!?!?!

[LaShelle2]

Keep in mind they'll lose their airfare, since it will not be refundable!

[*Wink*]

Keep in mind they'll lose their airfare, since it will not be refundable!

True. That's why we always buy the insurance.

[momofmeg]

When I first read this thread I thought I might be effected. Then I noticed the date of this old thread and realized I was ok!:D Scared me for a while!:eek:

 

I know, I goofed.

[rusty27811]

we had our NCL cruise cancelled last October for the Pearl. They cancelled 48 days before sailing. We quick hurried and booked a cruise leaving the same day from the same port. NCL gave us a full refund a 25% ccredit towards a future cruise. We did take advantage of the 2% and booked a bermuda cruise leaving in May aboard the Majesty.

 

I feel for the people who had their cruise cancelled it absolutely sucks! but also I dont think NCL will be offering you more than a refund and the 25% booking credit.

 

Just as a side note the pearl had the same problem with azipod thruster...pretty crappy consideriing the pearl was less than a year old when it had the thruster problem.

[fin]

If someone is going to book the same ship, I'm of the opinion that it shouldn't cost them more than they originally paid (regardless of which week they book). In fact (again just my opinion) they should get the same type of cabin they originally booked for 25% less than they originally paid.

 

If someone books a different ship, than I do think it's fair compensation.

 

And yes, I do know that according to the cruise contract, they aren't legally entitled to anything other than a refund.

 

-Monte

 

Concur. I also agree that the wording of the poll should be much closer to the suggested one further up the page than the way it was worded.