New CAS tier calculation contrary to historical treatment?

[hpecorari]

I have to agree with some of Spidybabe's comments. I was on the Dawn in March and loved the casino, perks and staff - they couldn't do enough for us. The Breakaway Inaugural (I know it is new and has "kinks" to work out, but...) disappointed me. The casino staff did their jobs, but there wasn't the camaraderie I found on the Dawn. I was given nothing from the casino, even though I made the Hot level during the Breakaway cruise. No cash off at end of cruise (I made 3750 on Dawn and had $350 taken off my bill) - on Breakaway, I accrued 3780 more points, and had nothing taken off. Dawn gave us a complimentary dinner for my entire group - including wine and drinks - at Cagney's - and treats in the room every day. Breakaway....nothing.

There is also an issue w/ my Breakaway points not having been added to my total yet - I changed a Breakaway Aug cruise to the Gem (and I have a Sept Gem booked also) because I feel the smaller ship gives a more personal level of service. CAS keeps telling me I am only at the Lucky level....but after 45 min of searching, they seem to find the Breakaway points, but can't add them to my Dawn accrual - and I'm only Lucky....Go figure.

It will be interesting to compare Gem when I sail...but I'm looking forward to a Dawn type experience.

Does anyone else experience the loooong waits on hold to reach CAS? Also, when a question is asked of the rep finally reached.....more minutes on hold for each question? And a different answer from each agent?

 

 

I believe they don't transfer point over from one ship to another until you're on the other ship. Go to the Players window, tell them what ship you were on last and that you have points you want transferred over and they'll do it for you there. That's what they did for me on the Breakaway. I did receive cash off my bill as I went to the window the last night and asked them to do so and they did. I also received treats to my room from CAS: One night Chocolate covered strawberries, another night a plate of truffles and chocolates, another night Chocolate covered strawberries again and yet one more night a cheese, fruit and crackers tray. I was Golden.

[chars]

I cruised last Aug on the Gem and had my points transferred over from the Jewel, since that was my previous sailing at the time. But, in a few weeks I will be back on the Gem, will my points automatically show up since it is the same ship, or will I still need to go to the desk and have my card updated?

[Always Cruising]

There seem to be two types of points - points that can be cashed in or applied to credit toward a final cruise bill - and the points accrued to reach tier status (ie lucky, hot, golden etc) - my points from my second cruise do not show up yet for my tier status - six weeks after I've returned from my cruise. Those tier points should show to NCL CAS dept as a total so they can give future cruises - ie whether one qualifies for an inside, oceanview, balcony etc...I can only get an inside from my first cruise points - since the second cruise points don't show.

[luvcruzing]

I have to agree with some of Spidybabe's comments. I was on the Dawn in March and loved the casino, perks and staff - they couldn't do enough for us. The Breakaway Inaugural (I know it is new and has "kinks" to work out, but...) disappointed me. The casino staff did their jobs, but there wasn't the camaraderie I found on the Dawn. I was given nothing from the casino, even though I made the Hot level during the Breakaway cruise. No cash off at end of cruise (I made 3750 on Dawn and had $350 taken off my bill) - on Breakaway, I accrued 3780 more points, and had nothing taken off. Dawn gave us a complimentary dinner for my entire group - including wine and drinks - at Cagney's - and treats in the room every day. Breakaway....nothing.

There is also an issue w/ my Breakaway points not having been added to my total yet - I changed a Breakaway Aug cruise to the Gem (and I have a Sept Gem booked also) because I feel the smaller ship gives a more personal level of service. CAS keeps telling me I am only at the Lucky level....but after 45 min of searching, they seem to find the Breakaway points, but can't add them to my Dawn accrual - and I'm only Lucky....Go figure.

It will be interesting to compare Gem when I sail...but I'm looking forward to a Dawn type experience.

Does anyone else experience the loooong waits on hold to reach CAS? Also, when a question is asked of the rep finally reached.....more minutes on hold for each question? And a different answer from each agent?

 

This is very interesting, because I was on the Dawn in April and received dinner for two at a specialty restaurant, but no wine. And, I was delivered chocolate-covered strawberries one day - and nothing more. And, I am Hot, not Lucky.

[Kaboochi]

I don't understand the levels, I just play the slots "a lot" because I like to. DH and I are in a free penthouse in Sept. what level,do you need to be at to get that offer? Where can I search to find out more about the new tiered program. Thank you for your help::)

[SuiteCruiser]

I don't understand the levels, I just play the slots "a lot" because I like to. DH and I are in a free penthouse in Sept. what level,do you need to be at to get that offer? Where can I search to find out more about the new tiered program. Thank you for your help::)

 

You need to call CAS to find out your level. Unfortuntely it's the only way.

[Fishbait17]

I finally got around to calling CAS yesterday to check on my points/level after my Breakaway sailing - I had a lot of computer work to do which allowed me to sit in one place with the speakerphone on in order to wait the full hour it took for someone to answer! It took a while to get the first answer - roughly 8000 points and Hot status. I knew this was incorrect, as I had gotten way more than that on the Breakaway alone. I explained the situation, and the agent went off to investigate. After a while, she returned and said she had checked a "different" system, which said I had roughly 18,900 points and was Golden. I have no idea where this number came from, because by my own calculations I should have either ~16,000 or ~25,000, depending on how they are including at the moment. But since this "new" answer came from a "different" system, I am mostly concerned that the Casino Mgr will not have access to this other system on my next sailing, and I will have no proof as to my "newly earned" status. I plan to email CAS to confirm (in writing) my new status. What a complete mess this all is.. You'd think they could at least record our earned points correctly!

 

Robin

[tel2]

Hi, I had pretty good luck with emailing them. I got a response within 24 hours. The whole string is below, which I will definitely be taking with me :-)

 

 

____________________________

 

From: Casino lnquiries [mailto:Casinol@ncl.com]

Sent: Tuesday, July 02, 2013 10:31 AM

To:

Subject: RE: CAS Tier Question

 

 

That is correct.

 

The tier you started with on April 1, 2013 was based on the points you earned from April 1, 2012 to March 31, 2013, which was 10047, which started you at HOT. When you earned your 18548 points on the Breakaway you tiered up to GOLDEN with 28595 points. If you go over 35001 in September you will be VIP on your February cruise.

 

All this time you are establishing your tier for the year beginning April 1, 2014 as well. All points earned from April 1, 2013 to March 31, 2014 will count towards this. With the 18548 points you accrued on the Breakaway you are already starting at GOLDEN for next year with two more cruises to add to it. You are sitting pretty for sure. Thank you very much for your loyalty.

 

 

 

Norwegian Cruise Line ®

7665 Corporate Center Drive | Miami FL 33126

Freestyle Cruising ®

ncl.com

 

_________________________________

 

From:

Sent: Tuesday, July 02, 2013 9:14 AM

To: Casino lnquiries

Subject: Re: CAS Tier Question

 

Thank you. Just so I understand the new system, does that mean if I earn approx 6500 points on my September breakaway cruise, I will be VIP tier level for my February Gem cruise?

 

____________________

 

On Jul 2, 2013, at 8:49 AM, "Casino lnquiries" <Casinol@ncl.com> wrote:

Thank you for your email,

 

For your upcoming cruise you will have 28595 tier points.

 

 

Norwegian Cruise Line ®

7665 Corporate Center Drive | Miami FL 33126

 

_______________

 

From:

Sent: Monday, July 01, 2013 5:57 PM

To: Casino lnquiries

Subject: CAS Tier Question

 

Hello,

 

I was on Breakaway June 17 cruise, and started as Hot and moved up to Golden during cruise. I am currently booked again on Breakaway for Sept. 29, 2013 cruise. I am just trying to determine how many points I have total, and how many I earned on the June 17 cruise. Thanks. My Latitudes # XXXXXXXX

[Tom-n-Cheryl]

I don't understand the levels, I just play the slots "a lot" because I like to. DH and I are in a free penthouse in Sept. what level,do you need to be at to get that offer? Where can I search to find out more about the new tiered program. Thank you for your help::)

 

Our Penthouse on the Breakaway in September is also "on the house". I called them a few weeks ago and confirmed that I was at their lowest level... The "free" suite was thanks to 3 long days in the casino on the Sky shortly before I called last year to make the booking. Timing is everything (well, that and losing a chunk of change at blackjack)!

 

Tom

[pe4all]

Our Penthouse on the Breakaway in September is also "on the house". I called them a few weeks ago and confirmed that I was at their lowest level... The "free" suite was thanks to 3 long days in the casino on the Sky shortly before I called last year to make the booking. Timing is everything (well, that and losing a chunk of change at blackjack)!

 

Tom

Hi Tom! Just had to break into this thread and say I won't be on the CCL Freedom Premier VIP cruise in August. I got a deal too good to pass up from NCL for a free inside cabin on the Breakaway leaving the same weekend. I upgraded to a large balcony (balcony snob here!) for less than the Freedom would have cost me - plus I saved a bundle on air to FLL and a pre-cruise hotel! I had no idea I had anything waiting on NCL, but it seems they are tied into Foxwoods casino in CT for some kind of promo. I had been to Foxwoods 2x this year for overnighters - but I am at their lowest tier level. Still, couldn't pass up this opportunity to sail on a brand new ship. They are also giving me 2 free "drinks on us" cards. Not bad for first-timers! Now, I just have to figure out how the CAS system works, as I am reading people get $$ off the end of their cruise on NCL!

[Tom-n-Cheryl]

Hi Tom! Just had to break into this thread and say I won't be on the CCL Freedom Premier VIP cruise in August. I got a deal too good to pass up from NCL for a free inside cabin on the Breakaway leaving the same weekend. I upgraded to a large balcony (balcony snob here!) for less than the Freedom would have cost me - plus I saved a bundle on air to FLL and a pre-cruise hotel! I had no idea I had anything waiting on NCL, but it seems they are tied into Foxwoods casino in CT for some kind of promo. I had been to Foxwoods 2x this year for overnighters - but I am at their lowest tier level. Still, couldn't pass up this opportunity to sail on a brand new ship. They are also giving me 2 free "drinks on us" cards. Not bad for first-timers! Now, I just have to figure out how the CAS system works, as I am reading people get $$ off the end of their cruise on NCL!

 

I don't blame you for making the switch!!

 

Regarding the cash off (on the last night), I've seen that a couple of times, and a couple of times = nothing. :confused:

 

The free drink cards are a nice perk! ENJOY (and good luck)!!

 

Tom

[pe4all]

I don't blame you for making the switch!!

 

Regarding the cash off (on the last night), I've seen that a couple of times, and a couple of times = nothing. :confused:

 

The free drink cards are a nice perk! ENJOY (and good luck)!!

 

Tom

And enjoy the Freedom! Have been on her (and Premier VIP cruises) a few times- I am sure you will enjoy the ship, the party, the give-aways, etc. May the blackjack g-ds shine down on you!

[Tom-n-Cheryl]

And enjoy the Freedom! Have been on her (and Premier VIP cruises) a few times- I am sure you will enjoy the ship, the party, the give-aways, etc. May the blackjack g-ds shine down on you!

 

Lady Luck is a fickle one, that's for sure!! Just when you think you're on a roll (and upping your bet) you get cut down to size! :D

 

Tom

[kiyoko]

Hi, I had pretty good luck with emailing them. I got a response within 24 hours. The whole string is below, which I will definitely be taking with me :-)

 

 

____________________________

 

From: Casino lnquiries [mailto:Casinol@ncl.com]

Sent: Tuesday, July 02, 2013 10:31 AM

To:

Subject: RE: CAS Tier Question

 

 

That is correct.

 

The tier you started with on April 1, 2013 was based on the points you earned from April 1, 2012 to March 31, 2013, which was 10047, which started you at HOT. When you earned your 18548 points on the Breakaway you tiered up to GOLDEN with 28595 points. If you go over 35001 in September you will be VIP on your February cruise.

 

All this time you are establishing your tier for the year beginning April 1, 2014 as well. All points earned from April 1, 2013 to March 31, 2014 will count towards this. With the 18548 points you accrued on the Breakaway you are already starting at GOLDEN for next year with two more cruises to add to it. You are sitting pretty for sure. Thank you very much for your loyalty.

 

 

 

Norwegian Cruise Line ®

7665 Corporate Center Drive | Miami FL 33126

Freestyle Cruising ®

ncl.com

 

_________________________________

 

From:

Sent: Tuesday, July 02, 2013 9:14 AM

To: Casino lnquiries

Subject: Re: CAS Tier Question

 

Thank you. Just so I understand the new system, does that mean if I earn approx 6500 points on my September breakaway cruise, I will be VIP tier level for my February Gem cruise?

 

____________________

 

On Jul 2, 2013, at 8:49 AM, "Casino lnquiries" <Casinol@ncl.com> wrote:

Thank you for your email,

 

For your upcoming cruise you will have 28595 tier points.

 

 

Norwegian Cruise Line ®

7665 Corporate Center Drive | Miami FL 33126

 

_______________

 

From:

Sent: Monday, July 01, 2013 5:57 PM

To: Casino lnquiries

Subject: CAS Tier Question

 

Hello,

 

I was on Breakaway June 17 cruise, and started as Hot and moved up to Golden during cruise. I am currently booked again on Breakaway for Sept. 29, 2013 cruise. I am just trying to determine how many points I have total, and how many I earned on the June 17 cruise. Thanks. My Latitudes # XXXXXXXX

 

Thanks for posting the above. Based on the response you got, I called CAS this morning to inquire as to how the tier level is determined. I was told by the rep that whatever points earned on my May 2013 cruise would be added to the total of points earned from April 2012 to March 2013 to determine my tier level for my next cruise in August 2013. The email response you received seems to collaborate this. Am I understanding the calculation of tier levels correctly?

 

The reason I ask is because of all the inconsistent answers I've received in the past from CAS. I had initially thought that any points earned after March 2013 would not be added to the previous tier earning period's total and that from April 2013 to 2014 starts a new tier earning period. Sorry if I'm so confused, but this latest information if true, would be great. Hope I don't get a different answer if I call CAS again.

[Coastalbreezes]

I called CAS yesterday to make final payment on my September cruise and was told that I was still "Lucky" because they had not received my points yet from my May 12th cruise. Something seems amiss!

 

Tracy

[SASA13]

How many other cruise lines even have a players program for their casinos? I think NCL is very appreciative of the gamblers on board with their program. Even if one doesn't gamble much, they get promotional offers, exclusive embarkation, birthday offers and that is pretty generous, because on other cruise lines all you get is nothing but a good time gambling. How are they misleading customer, I wasn't mislead on anything. Was it because someone told you the wrong tier? I wouldn't call it misleading (you really think they told you the wrong tier on purpose), I would call it a mistake by an employee that didn't know the program well. Yes, NCL should have made sure their employees were fully aware of the changes to the program. Did you ever thing that the casino manager who said it was okay to use the same card, was just saying that to you to either (1) get a tip or (2) just made a mistake when they told you that.

 

I never said you were the bad guy, I just don't understand someone automatically saying: Well I won't gamble as much. Which means "I'll show them" or "I'll make them give me what I want".

 

I guess if one doesn't like the new program or how it is implemented, then don't gamble on the ship, but, then again, if you don't, your perks will be zero....everyone has the choice!

 

 

FYI: CCL has a casino program, and as a matter of fact, we are going on a Premier Casino Cruise with CCL in August.

 

This is the first I am reading about the new NCL casino program. Now I know why when I called CAS this morning for a price on a Dec Epic cruise ( which we are usually comped on ), I was told No Free cruise this year, all I would get is a discounted rate.

[Tom-n-Cheryl]

FYI: CCL has a casino program, and as a matter of fact, we are going on a Premier Casino Cruise with CCL in August.

...

 

We're on the Carnival Freedom in August. It's also a Premier Casino Cruise: free balcony cabin plus $1,000 cage cash. We did opt to pay for a suite upgrade though... still, a nice deal.

 

Tom

[kiyoko]

I called CAS yesterday to make final payment on my September cruise and was told that I was still "Lucky" because they had not received my points yet from my May 12th cruise. Something seems amiss!

 

Tracy

 

When I called CAS this morning, although my May 19th cruise points weren't showing up in one place where the rep looked, I got put on hold and the rep came back and gave me a total that included the May 19 cruise points. So you might want to try calling again. I find that depending on which rep answers the phone, I get differing results.

[Fishbait17]

I called CAS yesterday to make final payment on my September cruise and was told that I was still "Lucky" because they had not received my points yet from my May 12th cruise. Something seems amiss!

 

Tracy

 

Call again and tell them about the cruise and have them check again, in the "different system". Same thing happened to me, but about 15 minutes later they "found" my May 19 points and "new" Golden Status..

 

Robin

[tel2]

Thanks for posting the above. Based on the response you got, I called CAS this morning to inquire as to how the tier level is determined. I was told by the rep that whatever points earned on my May 2013 cruise would be added to the total of points earned from April 2012 to March 2013 to determine my tier level for my next cruise in August 2013. The email response you received seems to collaborate this. Am I understanding the calculation of tier levels correctly?

 

The reason I ask is because of all the inconsistent answers I've received in the past from CAS. I had initially thought that any points earned after March 2013 would not be added to the previous tier earning period's total and that from April 2013 to 2014 starts a new tier earning period. Sorry if I'm so confused, but this latest information if true, would be great. Hope I don't get a different answer if I call CAS again.

 

I gather from my many conversations with them, the hosts and my emails, that you can "tier up" during the year. So yes, as I understand it, they will take whatever you earned on your May 2013 cruise and add it to the total of points earned from April 2012 to March 2013 to determine your tier level for your next cruise in August 2013. BUT, when April 1 next year comes around, your tier will again be based only on the points you earned from April 2013 to March 2014.

[Always Cruising]

Does anyone have a way around the approx. one hour time "on hold" when calling CAS in Miami? I've had the same problem with my points from Breakaway May 12 cruise not showing....and my new level not registering; but when pushed, the points somehow appear. It seems like enough time to have somehow fixed the system....and it's frustrating to spend a minimum one hour to ask a question.

[Tom-n-Cheryl]

Does anyone have a way around the approx. one hour time "on hold" when calling CAS in Miami? I've had the same problem with my points from Breakaway May 12 cruise not showing....and my new level not registering; but when pushed, the points somehow appear. It seems like enough time to have somehow fixed the system....and it's frustrating to spend a minimum one hour to ask a question.

 

Yes, there's been enough time to fix the system -- assuming they're devoting ample resources (experienced people, time, money, and the desire to "fix" the problems). BUT, just like ongoing issues with Mlife (MGM) players card, it's apparent that customer service is not really their top priority.

 

Tom

[Fishbait17]

Does anyone have a way around the approx. one hour time "on hold" when calling CAS in Miami? I've had the same problem with my points from Breakaway May 12 cruise not showing....and my new level not registering; but when pushed, the points somehow appear. It seems like enough time to have somehow fixed the system....and it's frustrating to spend a minimum one hour to ask a question.

 

You can email. There's a link on the CAS page of the NCL website.

 

Robin

[Always Cruising]

Thanks, Tom - and Robin, for the link to an email.

[Coastalbreezes]

Call again and tell them about the cruise and have them check again, in the "different system". Same thing happened to me, but about 15 minutes later they "found" my May 19 points and "new" Golden Status..

 

Robin

 

Thanks Robin. I emailed them this morning so I'd have something in writing and as I thought I am "Hot" and will probably be Golden by my January cruise. In their email, they said the confusion is due to the fact that Breakaway is not yet "linked" in the system to the other NCL ships.

 

Tracy