mariocira

You seem to enjoy reading beyond the story, so here it is. We cancelled before the cruise, on September of 2023. Our daughter lives in Holland, so we left immediately to be with her. When we called NCL, the agent informed us that our Cruisenext certificates would be returned to us. We were in shock with the news, and it never occurred to us to check if the agent was telling us the correct information. Maybe you would have checked, maybe you would not have been affected as we were, but we didn't; we relied on the information given to us. I hope you never have to undergo having to leave immediately to deal with your child's cancer. After our return to the States, we realized that the certificates had not been returned to us. We wrote to NCL, and to this day they have not answered, despite our repeated queries. Even if the first follow-up inquiry was on January 3rd, and even if for argument's sake that was too quick, since then more than 5 business days have transpired, wouldn't you agree? We expected a response from Cruisenext, as it promised in its email it would do. We are still waiting for it. Maybe, if you worked for NCL or Cruisenext, your response would count for something. It does not.

And if they were not refundable, at the very least I would expect a response from Cruisenext or NCL

They said the certificates would be refunded. I trusted them. I cannot amend the insurance claim, since the payment by the insurer was already made.

We were informed by NCL that the certificates would be refunded.

My wife and I, both Saphire members of NCL, booked an 11-day cruise starting on 0ct 2, 2023 from Quebec City and ending in Baltimore on Oct. 13, 2023. To book the cruise, we used two of our three CruiseNext certificates, of $250 each. We were forced to cancel the cruise on Sept. 27, 2023, after our daughter in Holland was diagnosed with breast cancer. At the time of cancellation, we were told that our two certificates would be returned to our account. We were insured. Had we not been informed by NCL, rightly or wrongly, that the Cruisenext certificates would be credited back to us, we would have claimed them from the insurer. However, relying on its assurances, we did not. The insurance company paid our claim, but since we did not include the value of the CruiseNext certificates, they were not repaid to us. Checking our account for another trip, we found out that the two Cruisenext certificates had NOT been returned to our account. On December 28, 2023, we wrote to Cruisenext about this matter. On that same date we received an automated response from Cruisenext, which a assigned a case number to my claim, and stated: "We appreciate your patience as we work hard to get back to you as soon as possible. Please note, due to the high volume of inquiries, our response may take up to 3-5 business days". Since I had not heard from them by January 3, I sent another email to Cruisenext inquiring about the status of my case. I received another automated response, saying that they would take "up to 3-5 business days" to respond. By January 19, we had received no response, so we wrote again, referencing again our case number. All we got was the same automated response. On February 15 we again inquired about our case. This time we did not even received the automated response. As Saphire Latitude memters we have traveled extensively with NCL.. We cannot understand why NCL and Crtuisenext have not responded to our repeated inquiries, and they are treating us so unfairly and shabbily. Tp those who have Cruisenext certificates, beware. Do not fall in the same trap we fell. Mario & Cira Pabon