harert56

Nobody seems to understand that there were no charges when we changed credit cards. We had not even boarded the ship.  Had NCL said that changing cards would have been an issue, we would have gladly retracted our request.

As far as complaining on the ship. I agree it is a desperate attempt to solve the problem, she is only trying to get someone to help us with a name or contact to for us to use moving forward.  My wife is having a lovely time. She has approached them once on the ship and that was it.  Please don't make comments based on assumptions. We are very reasonable people who rarely get involved in disputes such as this.   Customer service has fallen off the cliff in american business, it is up to indivdiuals like us to make sure it does not become extinct.

Please read my post  for the facts.

The $300 is a valid charge, but my wife already paid it. Valid, but duplicated because it Both credit cards were charged for the same amount. 

3 cruises on NCL in 6 months.  That certainly would warrant attention if I owned NCL. 

We registered the new credit card prior to boarding and asked if it was possible to make the change. Come on now, do you think I would pull out a random card that is not in their system and attempt to use it with out their prior knowledge??

I have a letter from NCL stating that they did in fact have prior authorization to use my wife’s card.  

We will try anything at this point. We have exhausted all options. Regarding the issue on the current ship , I agree that they don’t want to be bothered about an issue that occurred 6 months ago, but a supervisor could make an attempt to alert the proper dept within NCL.   If you owned a restaurant, would you want a disgruntled customer who got

food poisoning without some sort of compensation, standing around discussing it with those who are waiting in line For a table. If I am a business owner....... I think not.

Thank you to those who responded and offered insight.

 

My wife was told on Sunday  that since the matter occurred on a different cruise trip. It was out of their hands. She was denied access to a supervisor.

They are valid charges. Reason for the change in credit card was for points. My wife scanned her card and signed electronically for the ship to use that specific card.

I will send the same letter to the CEO of NCL. Thank you for the info.

Chase Bank sided with NCL which blows my mind since NCL couldn’t give a reason for the back charges.  I am not done with Chase Bank.

The $300+ was for incidentals and the remaining amounts was for artwork which is not in dispute.    
 

Customer service should be a priority for every passenger, but especially for a couple who has cruised 3 times in less than a  year.s time.

Hello fellow CruiseCritic subscribers,

It pains me to create this new forum,  but I want to warn those that read this post to be aware of NCL's  poor customer service and their attempt to take money from their passengers without just cause.  My hope is that NCL will see this post and do the right thing to erase their negligence.

My wife and I are avid travelers and in fact we have taken two cruises on NCL this year and ironically my wife is currently on a third cruise with NCL's Breakaway with a friend.  My last contact with her today indicated that she is getting nothing but excuses from the staff and has been told that she can not speak to a customer relations supervisor.   In terms of customer relations, this is down right criminal in my mind. "Hello, If I want to speak to a supervisor, make it happen".    I AM YOUR CUSTOMER!

We were on a cruise in April/May of 2019 and when we boarded the ship we instructed the NCL to switch onboard payment  from my credit card (used to register online) to my wife"s credit card.  After we got off the ship at the conclusion of the cruise, I noticed that are request was ignored and my credit card was used for all on-board charges.  As soon as we got home my wife called and requested that they credit my account and transfer all charges to her card. Initially they denied that they had my wife's credit card info and stated "Once you are off the ship, nothing can be done".  Several weeks and phone calls later, they admitted their accounting mistake.

My credit card was credited the full amount and all charges were transferred to my wife's card.  She payed the bill in full.  You would think that would be the end of the story.  Not quite.

I few days after they credited my account for the full amount, they back charged me for incidentals which amounted to a bit more than $300.

So now not only do I have a duplicate charge that was already paid in full by my wife, but they had no authorization to charge anything to my credit card.

Over the next several months my wife and I have been trying to secure a refund for the duplicate charge. We have been handed off from one NCL employee to the next and each time we are told "We will be back in touch" or "We will call you in a few days".  Guess what?  No follow-up.    They have dragged this on for so long that Chase Bank is telling us that too much time has gone by to continue the dispute process.   When Chase Bank asked NCL why they felt the dispute was without merit, we were told by Chase Bank that NCL gave no explanation.

I have sent a certified letter to Mr. Del Rio( NCL's CEO), but I have yet to receive a response.   My wife and I have endured this matter way to long. It has caused us stress, wasted/unproductive time and frustration.  We will not back down until there is resolution to this matter.

Meantime ,NCL has a a very disgruntled passenger on one of their cruise ships at the present time and I assure you there is no "NCL Love" being spread throughout the ship.

It just so happens to be National Stress Awareness Day"  How appropriate is that!

I hope this is cautionary tale to those thinking of ever sailing on a NCL ship.    Thanks for your time and attention. Safe travels and great adventures to you all.

NCL, It is never too late to do the right thing.

HW