Well I wanted to share my recent experience with Carnival on a missed Cruise. We were scheduled to go out on the Conquest the week that hurricane Gustav came into the Gulf of Mexico. We live in South Louisiana and Gustave was heading straight for us. Needless to say we could not leave family and elderly parents in a hurricane to go on a cruise. After the fact we wrote a letter of explanation to Carnival and they did indeed give us a very generous credit. As a matter of fact we took the cruise last week and had a wonderful time. They only kept $80 from each passenger, I though that was more than fair!
Also I want to say that we had purchased the insurance but in the fine print it said that for natural disasters as Hurricanes, Tornados etc that you are only covered if your home was deemed unlivable! Make sure you read all of the fine print on those insurance policies!
Bucher, Sorry to hear you missed your original cruise. I hope all turned out alright. I've had the same thing happen to me before. CCL has definitely lightened up in this area. They still have the policies in place, but have recently demonstrated much more flexibility in the enforcement.
Yes, read the insurance fine print carefully. Very good point! I have to have coverage for evacuations as well. I am glad CCL has taken this new approach towards their customers.
And, I'm aware this is a NCL topic. A little lee way is given to all.
We just got home today from NCL's 19 day Panama Canal Cruise. 19 days X 3+ meals a day and no problems. We did dress in long pants for the dinner meals the customary thing to do.
It seems your are not happy with NCL then try another cruise line and they will also ask you to dress in long pants. When you are not happy with that line try another and so on and so on... A problem can always be found when one goes looking.
Boy, I just read the above because something similar is happening to me. I can't beleive the responses!!
The point is surely that a credit was requested (partial) or something for future travel with NCL!! Now if a full refund was requested then yes it would be unfair, but a partial CREDIT against future travel ... surely is what a company should do??
Anyways, I have the exact same issue. I contacted NCL C/S and they said email the admin department (firstname.lastname@example.org) - guess what - no response and we are due to travel in 3 days (but it will take 2 days to get from South Africa to Miami). I will never use NCL every.
I sure wish you would have joined the forum earlier. You would've been able to ask questions and get advice from everyone. We have the most knowledgeable, experienced, and friendly members of any cruise forum.
Just by reading this thread you would have learned the importance of getting travel insurance.
Chiming in a little late here but as I read further up the thread...the insurance is cheap and well worth it. I think we're paying about $58 each for a 7-day.
Also, John SA, I think the whole point is that if NCL did give a credit for this unfortunate event it would have come out of MY pocket as well as yours. I don't think that I should pay for something that was clearly the fault of a driver on I95!
Also, regarding NCL customer service...2 cruises under our belts, calls to the Latitudes line and other contacts with customer service and I'll tell you this. On the Dawn in 04 we had a crew member in the casino (of all places) that was borderline rude. I chalked it up to a bad day and sure enough, the next evening she more than made up for it...we all have bad days!
Originally posted by gamecockks:
Norwegian Customer Service is undoubtedly the WORST in the industry. Our family (my parents, two sisters, their husbands and four children...a total of 11 of us), booked a five (5) night cruise in September, 2007, on the Norwegian Jewel for December 16, 2007, to celebrate my parent's 50th wedding anniversary. We were involved in a head on collision that was not our fault after a pick-up truck crossed the median on I95 and struck us head on 100 miles from Miami, the morning of the date of departure and we all were hospitalized, some overnight. Of course none of us were able to go on the cruise. When we returned from Miami, we contacted Norwegian to ask if they might be willing to help us with some type of credit for a future cruise. Their Customer Service department informed us that they did make certain exceptions with regard to credit for missed cruises and stated that we would need to send a formal letter with documentation to their Customer Service department. We spent three days and countless hours putting together the letter and documentation only to get a response three weeks later stating that it would be unfair to other NCL customers that had accepted their terms and conditions if they were to issue us any type of credit or even partial credit and that there were NO exceptions! We spent a number of hours on the phone with Customer Service representatives and even two "Executive Assistants", to the CEO. We were floored when two of those "Executive Assistants", actually said it was "too bad"! It was incredible to us that not only did they flatly say "NO!" to our request, but they were rude and uncaring. Their Customer Service department had instructed us during a difficult and traumatic time to organize and draft a letter with documentation of our ordeal for credit or even partial credit on a future cruise, and then later sent us a letter stating that they would never have even considered the request to begin with. We had never sailed on a NCL ship before and obviously we never will in the future. We have, however, sailed on Royal Caribbean, Carnival and Celebrity and have never had an experience with their Customer Service department even remotely similar to that of the experience we had with NCL. It is just incredible that NCL Customer Service, after intentionally leading us to believe we could expect some type of consideration, would then dismiss that request and callously declare that there would never be any exceptions! How could it possibly be a good business decision to dismiss our request for even partial credit, despite our having received prior instructions from their own Customer Service department to make that request? NCL, to our amazement, totally discounted the opportunity to make 11 new and forever loyal NCL customers for life. They never showed any kind of empathy and quite frankly became belligerent, annoyed and rude during phone conversations. Our friend who actually did make the cruise because he flew reported that the entertainment and food on the ship were average, but that the rooms were cramped and the Customer Service on the ship was every bit as lacking as that of the Corporate Office! We just want to tell everyone about our horrible experience with NCL and hope that when others choose a cruise line for their travel experience, they will choose a cruise line that values its' customers.
If you had taken insurance, you would have received a complete refund. I had booked on the NCL Jewel and had an accident 7 days before sailing. I had to fill out the necessary paperwork and have my doc & surgeon sign and return to NCL. They refunded everything but the cost of the insurance and I am now including that amount in my settlement request from the accident. I have traveled with NCL for 12 years and have found them to be totally customer service oriented. Hope you and your family have recovered by now.
Thanks for providing yet another testimonial to the importance of getting insurance for a cruise. No one expects anything to happen, but things do happen. It's great when you're covered for accidents before or during your trip.
Welcome to Cruise-Chat, gemgirl! Insurance is worth it just for the peace of mind. I, too, have had to use the insurance when my mother-in-law fell and broke her hip a week before my wife I were suppose to go on a cruise. We got a full refund except for the cost of the insurance.