NCL lost customer due to PCC

[whenisthemidnightbuffet?]

That is wonderful news for you and your nephew and glad it worked out. Your nephew may not accept this offer, and that may no be because he didn't want to all along but because of the stressful situation that was created that may have left a bad taste. In any event, I am happy for you and have a wonderful cruise.

[nycmode]

My PCC was always good and called me frequently to update me on deals. That's how I booked the current cruise that we're set to sail in 3 days.

 

But honestly, whenever I wanted to inquire and didn't get an answer from my PCC quickly enough I'd just call 800 number and it was always handled properly. They either tried to get a hold of that person or sent me to someone who could take care of it.

[che5904]

Today, to my surprise, a CAS Manager called me. He said he was informed about a post I'd written on CC. He said he was aware of the situation and offered my nephew a deal that I presented to my nephew. Basically, it's an inside cabin in the same category that he originally had. As the prices have gone down now and with the additional discount the CAS manager gave him he can have that inside cabin and pay for the UDP for the two of them as well as keep the $100.00 OBC that he had with his other reservation. The total price is now about $350 to $400 cheaper. (Sorry, I can't remember exactly what he was paying before).

 

That reservation is on hold for him until tomorrow at which time he needs to pay in full for it or let it cancel on his own. I've e-mailed him all the information, the reservation that is on hold, etc.

 

Now....we'll see if he accepts it. I think it's a great deal and he should.

 

However, if he does not.....then those who stated that they think he was just looking for an excuse not to cruise NCL would be right.

 

I, myself, am curious so time will tell.....

and I'll report back tomorrow or Saturday letting everyone know what he decided.

 

Bottom line......

NCL ROCKS! I won't use tat CAS PCC anymore but will continue to cruise with NCL And a huge 'High Five' to CAS manger Charles. he really went out of his way to try and help even though my nephew and his wife are only one small piece of sand in the sandbox.

 

Harriet

 

Harriet that is very good news and a lesson to be learned. If you are unsatisfied move up the ladder to someone with a little more pull.

 

That's 3 stories so far today, I've heard that ended on a happy note with NCL's customer service.

[rochelle_s]

Nice to hear that NCL has worked to ry and make this right with you. I hope your nephew joins you on the cruise and becomes a big fan of NCL.

 

Rochelle

[LrgPizza]

I'm glad they are going to make it right. I'm even more impressed that they were able to identify and call you based on a post on CC.

 

 

Sent from my iPhone using Forums mobile app

[time2cruise1]

I'm glad they are going to make it right. I'm even more impressed that they were able to identify and call you based on a post on CC.

 

 

Sent from my iPhone using Forums mobile app

 

How many guests named Harriet from S. PA do you think CAS has a fully comped booking in June. One maybe. :D

[Medtech2]

Today, to my surprise, a CAS Manager called me. He said he was informed about a post I'd written on CC. He said he was aware of the situation and offered my nephew a deal that I presented to my nephew. Basically, it's an inside cabin in the same category that he originally had. As the prices have gone down now and with the additional discount the CAS manager gave him he can have that inside cabin and pay for the UDP for the two of them as well as keep the $100.00 OBC that he had with his other reservation. The total price is now about $350 to $400 cheaper. (Sorry, I can't remember exactly what he was paying before).

 

That reservation is on hold for him until tomorrow at which time he needs to pay in full for it or let it cancel on his own. I've e-mailed him all the information, the reservation that is on hold, etc.

 

Now....we'll see if he accepts it. I think it's a great deal and he should.

 

However, if he does not.....then those who stated that they think he was just looking for an excuse not to cruise NCL would be right.

 

I, myself, am curious so time will tell.....

and I'll report back tomorrow or Saturday letting everyone know what he decided.

 

Bottom line......

NCL ROCKS! I won't use tat CAS PCC anymore but will continue to cruise with NCL And a huge 'High Five' to CAS manger Charles. he really went out of his way to try and help even though my nephew and his wife are only one small piece of sand in the sandbox.

 

Harriet

Wow, that is great! I have been reading this thread out of curiosity as I am not CAS but know that all PCC's seem to be very, let's say, variable. It is always nice to reconfirm that NCL reads these boards and responds to legitimate complaints fairly often.

 

Not all, but a good portion....

[Medtech2]

Different scenario. They were getting a discounted cabin (would be the same if it was an AARP booking)

Yes, but there are a lot of promotions that are not combinable with AARP.

[hpecorari]

How many guests named Harriet from S. PA do you think CAS has a fully comped booking in June. One maybe. :D

 

None, actually! My cruise starts in May! LOL

 

Still, amazing that someone read it and forwarded it to a CAS Manager and the Manager looked me up and called me!

 

My nephew said he'll be making his decision later today and more than likely paying in full.....I'll report back later this afternoon as I'll be out most of the day today!

 

Harriet

Edited March 21, 2014 by hpecorari

[reaperman]

CAS, PCC, UDP ????? Worse than the army.

[che5904]

CAS, PCC, UDP ????? Worse than the army.

 

:D :D This gave me a huge laugh today. I remember speaking, one day, with my son (Military). After a very frustrating conversation, I finally said "would you please stop speaking in acronyms, I am so confused".

[Doughboy139]

Question???? is the CAS-PCC an employee of NCL or is this like an independant agent. If an Independant agent, then you can't blame NCL for any mess up or lack of communication.......I've had a PCC thru NCl for the past 4 years and I've had nothing but great responses and help from him. In fact, I had to switch a 14 day cruise last november to a 7 day cruise this coming may and he let me keep my $450.00 OBC......

[time2cruise1]

Question???? is the CAS-PCC an employee of NCL or is this like an independant agent. If an Independant agent, then you can't blame NCL for any mess up or lack of communication.......I've had a PCC thru NCl for the past 4 years and I've had nothing but great responses and help from him. In fact, I had to switch a 14 day cruise last november to a 7 day cruise this coming may and he let me keep my $450.00 OBC......

 

 

All CAS associates are employees of NCL.

 

 

Sent from my iPad using Tapatalk - Jim

[hpecorari]

My nephew and his wife have paid in full for their cruise and will be sailing with us in May. Not only will they be sailing with us but after reading up on the Getaway and joining CC and reading the 'good, the bad, and the ugly'......they are excited! I'm sure it will be a good Anniversary week for them!

 

Thank you NCL for reaching out.

 

Harriet

[peg013]

My nephew and his wife have paid in full for their cruise and will be sailing with us in May. Not only will they be sailing with us but after reading up on the Getaway and joining CC and reading the 'good, the bad, and the ugly'......they are excited! I'm sure it will be a good Anniversary week for them!

 

Thank you NCL for reaching out.

 

Harriet

 

I hope they have an awesome cruise!

[WaldosPepper]

Fantastic news, Harriet. I'm looking forward to hearing about their experience and impressions after the sailing. Here's wishing a fabulous time for all!

[NJ Johnny]

Have a great cruise.

[hpecorari]

As the prices on this cruise for my nephew's inside cabin has been going down the PCC was contacted. I told him that they didn't have to offer him anything......OBC or Upgrade as it was past final payment.

 

However, for no additional charge our new PCC moved them to a Large Picture Window cabin at the front of the ship and also transferred over their $100.00 OBC to that cabin.

 

Needless to say they are happy and are looking forward to this cruise although they will be purchasing the UDP since they've read so many reviews good and bad about the MDR's. That's okay with me, though.

 

Maybe we'll make them NCL lovers after all!

 

Harriet

[js4rq]

That's awesome news! Hope you all have a great cruise! :D

[Chudley]

Hi all, I'm a new NCL cruiser, I just booked our first cruise with them and my PCC has been wonderful. I just have a quick question, what is CAS and UDP?:o

[WaldosPepper]

Hi all, I'm a new NCL cruiser, I just booked our first cruise with them and my PCC has been wonderful. I just have a quick question, what is CAS and UDP?:o

 

CAS = Casinos At Sea, the Casino Division of Norwegian. You can get details about that here: http://www.ncl.com/freestyle-cruise/casinos-at-sea/players-club

 

UDP = Ultimate Dining Package, the new program that allows you to dine at all of the specialty restaurants onboard, throughout the cruise. You can get details about that here: http://www.ncl.com/freestyle-cruise/gifts-and-more#diningpackage

 

:)

[mom2tcdx2]

I too don't bother with a PCC, I call the 800 number and will speak with whoever will answer the phone. Get much quicker and faster service that way. There truly isn't anything the PCC could do any better than the reps who answer the phone daily. They are all the same, I could care less if I speak with a different person each time.

[cruise4kicks]

Hi, Harriet ~

 

Reading the boards for the first time in several weeks and saw your post. I've also had problems with "A" and if I use CAS again I definitely won't be using him. We've had trouble with him returning calls, and being downright rude on other occasions. It was also Charles who worked something out for me recently. Glad this all worked out for you. Enjoy your cruise!

[dalgirl]

My nephew and his wife have paid in full for their cruise and will be sailing with us in May. Not only will they be sailing with us but after reading up on the Getaway and joining CC and reading the 'good, the bad, and the ugly'......they are excited! I'm sure it will be a good Anniversary week for them!

 

Thank you NCL for reaching out.

 

Harriet

 

I hope he has a good time, because if he doesn't like it, then his unhappiness (why did I do this when I hate NCL!!!!) will run through the family like wildfire and poor Harriet will be the culprit:D

 

Harriet - please come back and let us know how he liked it!

[dcollette]

My nephew did really want to go. However, I do put a small part of the blame on him. He thought he had to deal with the actual CAS PCC who he booked through.

 

Harriet

 

Harriet,

 

It is very unfortunate that this whole thing happened. Perhaps he thought of it like a "regular" TA, where you have to keep dealing with the same person. I'm not a CAS member, but I understand the reasoning why you would need to contact a CAS PCC, but I'm sure any CAS PCC would have been able to assist him.

 

I have a "regular" PCC who is absolutely terrific, and we usually have a much easier time communicating via email for the most part. I have sung his praises to upper management, as these folks really are the first point of contact and can (sometimes) make or break the deal when booking a cruise. I think it is abhorrent that he did not receive a call back, and I used to have an awful PCC like that who never got back to me either.

 

If I were in your shoes, I do feel I would make it known how rude the CAS PCC was to your family and saying that s/he was "too busy" is a very lame excuse. The company is out to make money, and that PCC did not do their job. If they cannot handle their workload, they should get someone to assist them if they cannot get back to people due to schedules or whatever. From a business perspective, if I had an employee costing me money like that, they would need to find employment elsewhere.

 

Debbie