Irritated with NCL personal cruise consultant

[gkrnjlr]

I used to have a really awesome PCC. Now she's no longer there... :eek:

 

Looking at booking our next cruise and hoping we get an awesome PCC....

 

I did, too! She was AWESOME - and for several years!!! She was moved up to casino bookings I was told. So now I have "this guy". I'm not thrilled with at all.

 

Good luck on getting a new one that is just as great as your previous!

[DevCruise]

I did, too! She was AWESOME - and for several years!!! She was moved up to casino bookings I was told. So now I have "this guy". I'm not thrilled with at all.

 

Good luck on getting a new one that is just as great as your previous!

 

Ours is no longer with the company....:( Called one week she was there, two weeks later, gone.

 

Got the name of another PCC and finished that reservation with her, but she wasn't as chatty as I would prefer. She got what I needed done, but always felt like she has other things to do.

 

NCL assigned another one, but the only contact I've had with her is a couple of recorded cold calls.

 

Trying to decide if I want to go with a different PCC that's been passed to me or go through my credit card company. My dad used the credit card company and while he didn't have problems getting price drops, he couldn't get some of the goodies that my PCC was able to get me.

[Medtech2]

I booked last August with a PCC who was excellent, I just lucked up, anytime something better came along, she was on top of it before me. Well, apparently she is no longer with NCL and a better promo came along. I tried the PCC I had been "assigned" for a valentine promo that was to end over the weekend, never heard back so called the direct number, got a new PCC. But, he had to cancel the original booking and start all over, which seemed stupid to me. If the other PCC could just make changes, why couldn't he??? Had to give new credit card number, get refund on original one, etc. That has to be more expensive to the company than just making a change. A week later, another promo, and he was able to make that change without re-booking.

 

The other thing I have realized, when I originally booked, it was more than 9 months out, and I think you get more latitude points that way. Now that this guy cancelled and re-booked me, less than 9 months out, I will lose out on those loyalty points, even though it is the same cruise, same room, etc. so that stinks. This may be my first and last NCL cruise! Been on 5 other cruises and never this much trouble. The ship reviews have been scary enough and now all this. :(

 

And I've heard enough horror stories about TA's to not go that route either.

That is what happened to me. I had booked last May, over a year out....called in January just to inquire about a change and poof! Was cancelled and re-booked instead, so lost >9 months points.

 

(of course I just showed them-upgraded to a Suite so now back to triple points-of course it really should be quadruple but who's counting?)

Edited February 24, 2014 by Medtech2

[Medtech2]

My husband WAS able to get everything straightened out with whoever it was that answered the phone when he called. I'm curious if the PCC will find out it was done without his doing.

 

I do think that it's time for a new PCC. Sad thing is - this guy came recommended from my Carnival rep (who is excellent).

 

I really do wonder though....do they have quotas to meet? And do they get extra incentives for booking reservations with insurance?

 

Thanks for everyone's input. At least I'm not off in "la la land" thinking it was me that was losing it.

They do find out--when I booked a cruise through the main number my PCC at the time actually called me to chastise me for not letting him do the booking...

[rsato]

I don't wish to criticize anyone, but I am mystified why anybody would use a PCC when you can get better prices from TAs such as the agency owned by the largest warehouse club in the world. I have booked 4 NCL cruises - all in the Haven or Owners Suites, 1 Disney and 1 Princess thru this TA always getting a best rate (for Disney they just gave us a nice cash card). I am on the Breakaway next month and saved $300 plus got the equivalent OBC available - yes, I know certain promotions such as the Valentine's one are not available to every agency. But I am careful at bottom lining each offer and the PCCs never win.

 

On the Breakaway I booked pretty late (Valentine's day for the March 30 sailing), but for other cruises (in Europe on the Jade and Star) "our TA" went to bat for us with NCL and got OBC due to price reductions even though we were well past final payment.

 

I don't work for the warehouse club, but I just wanted everyone to know their options!

[DevCruise]

I don't wish to criticize anyone, but I am mystified why anybody would use a PCC when you can get better prices from TAs such as the agency owned by the largest warehouse club in the world.

 

We booked our first cruise with a TA after she got us into a group booking at a discounted rate. She was all nice before the booking. Once we were booked, she acted like she wanted nothing to do with us until final payment. I hate to fight with her every month to get her to make the monthly payments I wanted to make. We also had other issues with her regarding promises made that weren't kept.

 

On our last cruise, I booked through my PCC. My parents booked the same cruise through a credit card sponsored TA. When specials came up, we had no problem getting them applied, my parents could get the price drops, but none of the specials.

[OceanDreaming2]

I wish we could share the names of our PCC's but it's in violation of CC's rules. Our contact is now a Senior PCC and does a fantastic job. We did have to weed through some not-so-great reps but this one is a keeper. (Now I have to hope another cruise line doesn't snap her up!)

 

Oh, we have booked through TA's - even the super-duper warehouse club - but always come back to book direct.

Edited February 25, 2014 by OceanDreaming2

[kcwingwalker]

Haven't heard "boo" from our PCC in months. Have to say that the one time I asked for help she was useless. I don't wish to be unkind but she made a major error that caused a hurtful situation and didn't seem to care. My guess is that she's long gone.

 

Think I might send an email and she if she's still around.

Edited February 25, 2014 by kcwingwalker

[lettienets]

When you leave a message for your PCC to call you, how long do wait for the person to call back before you call again? A few hours, a day, give them over the weekend? I find they are quick to call if you want to book a cruise, but if you want to ask something, not quick at all and have to keep calling.

I too wish we could name names. NCL is not good at customer service.

[kcwingwalker]

I contacted my PCC a few days ago because I had not heard from her since August. She did reply the next day and blew me off:eek:

 

Some are good and some are not. Won't be using this PCC any longer.

[ZoneHPH]

I wonder if there is a difference in levels of service between the Miami office and the Mesa, AZ office.

 

My awesome PCC is in AZ! :D And we communicate regularly WITH the time difference! This PCC's policy is "service first, then sale".

[CruisersfromSD]

I did, too! She was AWESOME - and for several years!!! She was moved up to casino bookings I was told. So now I have "this guy". I'm not thrilled with at all.

 

Good luck on getting a new one that is just as great as your previous!

 

Is wonder if we had the same pcc. Our newer guy isn't very great. I typically call the normal 800 number for changes now. He is very unresponsive.

 

Sent from my LG-E980 using Forums mobile app

[NJ Johnny]

We also have a great PCC from Arizona.

[Froufie]

Call and ask for a supervisor. Tell them that you would like a new PCC but more importantly tell them WHY. If they don't know about the bad practices of their employees they can't make things better and someone else will just get the same runaround that you got.

 

Can you just call the 'regular' number and ask for a supervisor? Will they try and dissuade you? or ask what the problem is?

 

I started out with one PVP - who made several 'errors' - when I called him on it - he told me he was 'human' and made thousands of mistakes every day LOL - ya but not on my reservation - he actually changed my cabin when I had emailed him with an inquiry - after spending 30 mins on the phone choosing a SPECIFIC cabin - yes I was very upset - called me back telling me 'not to have a heart attack - he would fix it....since then my emails go unanswered and I still have no response to my initial OBC request?

 

So I now email another Pvp recommended by a gf - he also does not respond?

 

Yes I know I can call them - but sometimes I want things DOCUMENTED and in writing (e.g. when I cut and pasted the OBC offer into the email which was ignored)....I can't always call from work either - but can email which I prefer.

 

Anyways - I am really UNIMPRESSED with the customer service so far and wish to find someone who is responsive both by PHONE AND EMAIL who I don't have to worry about.

 

Last email to the 1st dude told him to PLEASE DO NOT CHANGE ANYTHING AT ALL ON MY RESERVATION BEFORE SPEAKING TO ME FIRST - never had to do that before!

[DevCruise]

I wonder if there is a difference in levels of service between the Miami office and the Mesa, AZ office.

 

My awesome PCC is in AZ! :D And we communicate regularly WITH the time difference! This PCC's policy is "service first, then sale".

 

My super awesome PCC was out of the Miami office.....

[toyotaford]

My husband WAS able to get everything straightened out with whoever it was that answered the phone when he called. I'm curious if the PCC will find out it was done without his doing.

 

I do think that it's time for a new PCC. Sad thing is - this guy came recommended from my Carnival rep (who is excellent).

 

I really do wonder though....do they have quotas to meet? And do they get extra incentives for booking reservations with insurance?

 

Thanks for everyone's input. At least I'm not off in "la la land" thinking it was me that was losing it.

Maybe your Carnival rep recommended a really bad PCC so your experience with NCL would not be as pleasant as your experiences with CCL.

[pookey1265]

My pcc is wonderful. Even called me 2 days after my last cruise to find out how everything went. He even made sure that everyone knew that the 2 cabins were 1 party. He was great. Glad everything worked out.

[ZoneHPH]

Just for fun (but you know ppl will get carried away)...I'd love to start a thread called

 

My NCL PCC is better than your PCC because:

 

 

 

Sent from my iPhone using Forums

[Clem Kadiddlehopper]

Just for fun (but you know ppl will get carried away)...I'd love to start a thread called

 

My NCL PCC is better than your PCC because:

 

 

 

Sent from my iPhone using Forums

 

 

People get carried away on the internet, NO! :eek:

[B6ConMe]

Just for fun (but you know ppl will get carried away)...I'd love to start a thread called

 

My NCL PCC is better than your PCC because:

 

 

 

Sent from my iPhone using Forums

 

Hahaha, yes that would be fun, but yes, you know darn well some ppl would make sure to ruin it.

 

It's nice when we can compliment our PCC's but sad that we can't promote them.

[Clem Kadiddlehopper]

Hahaha, yes that would be fun, but yes, you know darn well some ppl would make sure to ruin it.

 

It's nice when we can compliment our PCC's but sad that we can't promote them.

 

My PCC is better than yours! :p

[B6ConMe]

My PCC is better than yours! :p

 

Impossible!!! :p Mine is better than yours and he loves us Canadians!!

 

(Don't ask me why though :eek: )

[S&S Cruisers 1983]

They do find out--when I booked a cruise through the main number my PCC at the time actually called me to chastise me for not letting him do the booking...

 

Our old PCC did the same thing to us. I decided to book with my friends PCC since we were sailing together. My PCC at the time did not appreciate it and told me so. Dropped him like a hot rock! Now we use the one my friends use and love her. She returns calls and emails very quickly.

[bean24]

Had a great PCC, knew what we liked, called when things like kids sail free was coming up, etc. we went on a cruise in October and spoke to him the week before we left. He said I'll call you when you get back. When we got back there was an email from another PCC saying he was taking over Danny's clients, Danny had left the company. I called him to book a CTN. When we booked only guarantees were available. He said he would call me as soon as he had a cabin number for me. I never heard from him. Now I'm looking at booking the next cruise but will not use him.

 

 

Sent from my iPhone using Forums

[TrpngBilly]

I've also had a similar experience with a PCC. I don't find them at all helpful. We were looking to book a pre hotel stay in Miami and our PCC was looking around for us, at least said that he was. Every time we checked in he had no idea who we were and needed reminders about why were calling each and every time we called. I quickly figured out that it was better to completely avoid them altogether so whenever I called I just asked to speak to whoever answered.

 

The idea of a PCC is a good one, but if there's no personalization (they don't remember you AT ALL, or they need to be reminded EVERY time why you're calling) it's a waste of time. So, I just use the 866 number and find that I get excellent results from whoever answers. We love NCL and are pretty much exclusive to them.

 

Whether or not your issue is a quota thing I'm not sure, but it certainly makes sense to come that that conclusion from what you've described.

 

Enjoy your cruise!