Need Latitudes help

[kicia]

Does anyone have a phone number to contact the Latitudes department? I just started dealing with NCL as a TA and it's very frustrating to me. I need answers for my clients and all I keep being told is to send an e-mail. So I sent the e-mail and it's been 4 weeks now with no answer. Not a great introduction to NCL. I'd appreciate any info you can give me. Thank you!

[Shelli]

Found it here: 1.866.234.0292

[smeyer418]

that just gets you reservations as well...what are the questions?

[McDebbie]

Normally TA's have a dedicated NCL rep to help you, did you try that? Are you working for a big on line agency? They should be able to get you that number.

[Nalagh]

http://www2.ncl.com/latitudes-rewards/rewards-points-and-benefits

 

That is the NCL link. At the bottom of the page there is a number to call for that latitudes rewards desk.

 

Hope this helps. 800-327-7030 press 6 then 3.

 

Cherie

[mitsugirly]

I find it weird that you are a TA, but don't have a rep to work with. I'm only a client and when I've had problems with a booking (booked using a TA) even I've been able to call NCL and they get me over to the NCL TA line with a specialist that was able to talk to me (even though they were not suppose to because they only deal with the TA's) and all I had to do was call the main number to get there. :confused:

[sdmike]

When I had my latitudes issue the only numbers I could find got me to reservations, who could not help me. I was finally helped by the customer relations person who monitors social media.

[jdvmd]

Does anyone have a phone number to contact the Latitudes department? I just started dealing with NCL as a TA and it's very frustrating to me. I need answers for my clients and all I keep being told is to send an e-mail. So I sent the e-mail and it's been 4 weeks now with no answer. Not a great introduction to NCL. I'd appreciate any info you can give me. Thank you!

As a TA, you should have many options available to you. Suggest you contact your business manager.

[kicia]

Thanks for all of your help. The numbers (and I have four of them) all take you to general reservations or the TA help desk but still for general reservations. I was on the phone for 1 hour and 45 minutes today and I think it is straightened out but it is very frustrating. I can't believe there is no phone number to the Latitudes department and just supposed to send e-mails. It has been four weeks today since I sent the e-mail and still have not received an answer.

 

My clients are Latitudes members and are booked on a Latitudes cruise. I was told last month (before I sent the e-mail) that they would only receive 7 points for their 7 day cruise and I thought it should have been 14 points. I was also told that if you took a 4 day or less cruise and were officially enrolled in Latitudes and received the 4 points that you were not eligible for the double points on a Latitudes cruise because it had to be more than 5 days to start.

 

Today I was told that the cruise must be booked more than 9 months in advance to receive double points on a Latitudes cruise. I disagreed and the rep went to her supervisor who said she was correct. I said she was wrong and maybe they should look at their website, which I happened to have up at the time. Basically we went back and forth for a while until they finally agreed with me.

 

So, last month two people told me different incorrect things and today I had another two try to tell me I was wrong.

 

I am new to booking NCL but I do a lot of research before I do anything new and was pretty confident in what I was saying but I could not get anyone to agree with me. I did ask for something in writing and was told I could not get anything but notes were made on my clients' files. So far NCL has been the hardest to work with and it does not make me want to do a lot more bookings with them. The cruises may be fine but their reservations and customer service seem to be lacking.

 

Hope the rest of the maintenance on these bookings goes easier than it has so far. It makes me wonder how much I can trust them when I ask new questions.

[WaldosPepper]

The answers to all your questions can be found here: http://www.nxtbook.com/nxtbooks/ncl/latitudes/#/0

 

Specifically, on Page 4, it details how points are earned.

 

You are completely correct that if your clients are Latitudes members, and they booked a Latitudes Monthly Offer during the month of the offer, they will receive an additional point per night.

 

They will also receive another additional point per night if they booked nine months or more in advance.

 

They will also receive another additional point per night if they booked a suite.

 

Hope that helps.

[kylenyc]

I'm surprised you're running into such problems as a TA. I've made changes, rebookings, transfers both through NCL and via TA working with NCL, and things happen rather quick and smoothly.

 

Latitudes points aren't awarded until after a cruise is completed. Are you trying to get points awarded for completed cruises? If not it may be easier to wait until your clients complete the cruise, have the NCL computer system award the points, and then have them ask for missing points if any. Also, the Latitude program changed recently and there is a backlog and I got a reply in two weeks not a month. Maybe after your clients complete their cruise the Latitudes desk will be caught up.

[kicia]

I was just trying to get answers for my clients before they sailed so there is no problem afterwards. I know the points won't show up until after they cruise again. Apparently I did have the correct information but I couldn't get anyone to verify that and they kept telling my that my information was wrong. Usually as a TA I can get pretty fast info but not this time. Even as a TA I could not get to the Latitudes department.

 

Also when I booked the cruises in July for one couple, both were listed as Bronze and a couple of weeks later one was changed to Prospect. The most frustrating thing was being told that bronze members do not get double points on a Latitudes cruise unless they booked more than 9 months out.

 

These were some of the things I was trying to get straightened out. I think everything is OK now but it does make me wonder if other information is correct or not. Like I said earlier, I do a lot of research when I'm doing something new but I'm sure I don't know it all and that's why I call the cruise line for help. It doesn't inspire a lot of confidence when the reservations rep and her supervisor are telling me, a newbie to NCL, things that I know are wrong. After all of this, I haven't given up on NCL and will enjoy our cruise in February with my group.

 

In reply to WaldosPepper - thanks for the link but the problem is that I already had that information and it is clearly stated how to earn points. The problem is that the reps apparently don't know that information. I even asked them to look at their own website to see the information. The first wrong info was that unless you sailed on a cruise of 5 or more days than you don't get the double points on the next cruise if booked during a Latitudes Insider cruise special. The second was that you can only get double points if a Latitudes Insider cruise is booked more than 9 months out.

 

I get more good information here from people who cruise NCL a lot than I do from their reps.

[kylenyc]

You seem to know the correct point system better than the NCL Latitudes Desk. They are badly backlogged and if your experience with their confusion is any indication, I can see why! I haven't read any recent posts about the computer system allocating the wrong points so hopefully it will all show up in their account correctly regardless of what the NCL Latitudes Desk says.

[Nalagh]

Did you try the number that I gave you? It should have worked, because I had someone on the phone in 5 minutes, just to verify for you that this was the right number. :confused:

[peg013]

Did you try the number that I gave you? It should have worked, because I had someone on the phone in 5 minutes, just to verify for you that this was the right number. :confused:

 

The number you posted is the actual Latitude phone number.....the problem being only rarely does it get answered by the Latitude Department before it rolls over to the general reservation number. I've gotten through twice but have also had it roll over many times. You can tell because they'd don't say "Latitude Desk" when they do answer.

 

You might as well just say never mind and hang up if they don't say Latitude Desk because you will never get transferred back to the actual Latitude department number.

[Nalagh]

The number you posted is the actual Latitude phone number.....the problem being only rarely does it get answered by the Latitude Department before it rolls over to the general reservation number. I've gotten through twice but have also had it roll over many times. You can tell because they'd don't say "Latitude Desk" when they do answer.

 

You might as well just say never mind and hang up if they don't say Latitude Desk because you will never get transferred back to the actual Latitude department number.

 

:( I hope it works for the OP.

[kicia]

That was the number I used and it went to general reservations. Maybe the Latitudes help will be better after all of the backlog is cleared up. Right now it is non-existent.

 

I did a survey after my call yesterday and aside from friendliness of the rep the other questions received a poor rating from me. The good thing is that I received a call just a few minutes after from an actual person wanting to know about my ratings. I explained everything to her and she agreed that it was unacceptable and would send a message to the parties involved. I was more disappointed that the supervisor kept giving incorrect information to the rep to pass along to me. This is also supposed to be addressed. I'm hopeful that my future dealings with NCL will be an improvement on this.

 

Thanks again for everyone's help!