Problems with NCL PCC's

[antmilant]

Has anyone else had problems with your PCC always leaving NCL? I'm starting to get a complex. I don't know how many I have gone through but I never seem to hold on to the same one during my reservation. I always seem to get the response from them that they're here for the long haul.

 

How can I count on them to be there for my interest?:mad:

Edited February 1, 2015 by antmilant

[April7901]

Yep, I'm on #3 or 4. I've never relied on them to call me for changes - I'm proactive. Never had an issue getting what I want/need when I call, even if it's someone new.

[tiggerfan616]

Yep lost my 2 who were wonderful, after the last one left moved my reservation to a TA.

[mcmomny]

We started our NCL history with a TA who was very helpful and on that cruise we did the prepay deposit for OBC and when we returned home our assigned NCL PCC contacted us and wasn't pushy but was always available whenever we had questions or wanted to book another cruise

 

He was a huge help booking Hawaii and Europe, helped us pick the perfect cabin and got us answers about shows and specials. Always had great communication skills.

 

During the process of booking the Breakaway cruise, our PCC became less communicative and often did not return phone calls or emails. Than one day a new PCC reached out to me and he was not as good as our previous PCC.

 

so I transferred my reservation to a TA but every time I asked the TA questions she referred me to the NCL webpage, she was of no help nor did she follow up after our cruise to see how it went

 

So this next cruise we will did on our own, I booked online and picked the cabin I think will be good based on what our PCC had recommended in the past. I will do what I always have done which is spend countless hours looking at the NCL web page and reading CC for tips and suggestions!

[watchdiva]

We've had a great PCC for the past few years...he's been with NCL for a long time and is incredibly responsive (even at night and weekends) to emails. Wouldn't trade him for anything!

 

 

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[rvsullivan]

We went through a few short term PCC's before we landed this one. She has been there for about 10 years. Her days off are on weekdays, but she checks her messages on days off and always calls back within a couple of hours. Always able to get us an improved deal if one is available. These are typically entry level positions and a just call center job to most. If you find a good one they are invaluable. But working your way through to get one can be iffy.

[omc329]

I've given up trying to keep a pcc. I've had a few I've really liked, but they keep vanishing. My last several cruises I've booked through the main line, but I really miss a decent pcc who knows me, my quirks, those I travel with,(making it much easier on us all when changes are made), and is a familiar person to work with when I have questions. I felt like someone was looking out for me. Now I look out for myself.

[SeaShark]

Has anyone else had problems with your PCC always leaving NCL? I'm starting to get a complex. I don't know how many I have gone through but I never seem to hold on to the same one during my reservation. I always seem to get the response from them that they're here for the long haul.

 

How can I count on them to be there for my interest?:mad:

 

Don't take this the wrong way, but no PCC is there for your interest (or mine for that matter) . . . they are there for THEIR interest. Paying the bills, roof over the head, food on the table, etc

 

It is, unfortunately, a high-turnover profession. Just look at Cruise Critic. We are supposed to be the more educated and saavy cruisers out there. Read the threads...full of wrong information, conficting answers, complainers, etc.

 

Now just imagine that you're a PCC and you have to listen to that every day, all day long...AND keep a smile on your face!

 

It's a wonder that many of them last as long as they do.

[waxing witch]

PCCs are often pretty entry-level jobs, and many are insourced to home based workers. i used to work with a company that facilitated insourcing; my mom and i both worked from home offices for different, well-know companies. my mom actually worked for a cruise line (one of the major ones but not NCL), doing exactly what our PCCs do. there was a high turnover rate with her team; most people do it for a few months or a couple of years and then move on.

[browniegirl]

I kind of feel the same way although.......I have cruised NCL many times and this is the first cruise I have used a PCC, my TA actually retired and he was amazing......so my new PCC is okay....he's friendly enough, but getting responses back can be a bit frustrating. Yesterday was an example......I have booked a cruise and have the freestyle promo for the haven. Saw yesterdays email about getting third person free that you can combine with freestyle, so thinking that my pcc is off (normally off weekends) I call the NCL line, wait on hold for 2.5 hours.....finally get a nice lady who says because I booked through a pcc that they need to transfer me to a department that can change his bookings.....so I go on hold for another 10 plus minutes......then all of a sudden my PCC comes on the line, says he is working today but has 4 customers ahead of me and he will call me back....and what did I need? I tell him I want him to add this promo to my booking and he hangs up.....no goodbye nothing. So then....I wait.......nothing, nothing, nothing, I finally email him late in the afternoon and say that I am starting to worry as it says this is a one day promo only and I do not want to miss out as this is a cost savings for me. He writes back an hour later and says I don't have to worry, this promo is going on for all of February??? He says the computer systems are down and he is using pen and paper but he will get it done today.

 

I never heard back......and my booking is still the same......so I am not super impressed with him getting back to me, even to say that he will get it done blah blah blah........I hate being left hanging but that's just me.

 

I had a female pcc a few years back that kept calling me and trying to get me to book through her and not our ta and she was super fabulous really....but I felt too guilty not going through our ta, so we did. Wish I had her now.......

 

I am still waiting for my pcc........all I can say is that I had better get this promo added or I will be choked.

 

Leah

[ClaireAndMike]

I too have been through a handful of them, though I really only utilized one. She was at the recommendation of an NCL "superfan" on Facebook.

 

I booked two cruises through her and both times, she told us we would get things that we ended up never getting.

 

Also, I requested adjoining rooms on one of them and when we boarded the ship and entered the rooms, they were not adjoining. I could have probably figured that out on my own if I'd looked at the deck plan, but I didn't think I needed to given that I was on the phone with her and she would know better than I. It wasn't a huge deal at all, but I figured she'd be right!

 

Also, on our Breakaway cruise, she told us we'd have a complimentary bottle of wine and complimentary dinner in Cagney's, which never happened. Well I don't eat meat anyway so that was no huge loss. But still, to be told something and it never happen... Kind of weird.

 

So now I'm back to my TA. My needs and requests are few, but even the small things are meaningful to me, thus kind of a bummer when they fall through.

[my_crib_too]

We had a great PCC when we started with NCL. Then we got passed around after the good one left. We no longer care who NCL has assigned us to. When we need something from NCL, we use the person that answers the 1-800 number. In the olden days, seemed like a specific NCL PCC added value. These days they don't seem to for us.

 

We have moved reservations from NCL to a TA to get additional OBC and may do that in the future too. The TAs that we have worked with added little value for us either. Nice to get the small TA perks though (OBC, Wine, dinner).

[SeaShark]

Also, I requested adjoining rooms on one of them and when we boarded the ship and entered the rooms, they were not adjoining. I could have probably figured that out on my own if I'd looked at the deck plan, but I didn't think I needed to given that I was on the phone with her and she would know better than I. It wasn't a huge deal at all, but I figured she'd be right!

 

 

 

I thought this issue was interesting.

 

Just to clarify, did you ask the PCC for adjoining rooms (rooms located next to one and other) or did you ask the PCC for connecting rooms (rooms with a shared doorway between them)?

 

 

All connecting rooms are adjoining, but not all adjoining rooms are connecting.

[coraljoy]

I've never used an NCL PCC until yesterday when I wasn't able to book online. She called our home and helped me book two rooms right across from each other. The odd thing is when I login to our ncl account only one of them shows up. I've tried typing in the other reservation # to look it up, but that doesn't bring it up either. I contacted her and she pretty much said I won't be able to have two reservations show up on the same original login. Is that weird or normal? Sounded fishy to me. I just wanted her to "fix" it for me, but it doesn't sound like that's going to happen on her end. Luckily she helped me checkin online and I have printed my edocs, but since I can't "find" my reservation # thru the website, I can't book excursions or dining for that other room. Sorry for rambling on, but I'm frustrated. Anyone else go through something like this with booking multiple rooms?

[GeezerCouple]

We've had a great PCC for the past few years...he's been with NCL for a long time and is incredibly responsive (even at night and weekends) to emails. Wouldn't trade him for anything!

 

 

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Hmmm.... sounds like we might have the same PCC ;)

(Hopefully, there is more than one gem among the bunch!)

 

We started our recent cruise reservations (after not cruising for quite a few years) with a cruise specialist at green/platinum card [don't think we can "name names", etc.].

We still use someone else there for non-cruise travel, and will continue to do that.

 

However, at about the time that we had a complaint with the TA (first time ever), and requested a change, we got a cold-call from an NCL PCC.

 

We had read about them here on CruiseCritic, including lots of complaints, so I asked him, "What can you do for us?" :confused:

 

We are very glad we gave him a chance, as he is not only available on off days and evenings (through is cell, by phone or text), but gets back to us fast from office phone messages or email.

We don't pester him at home in the middle of the night, but with yesterday's feeding frenzy at the NCL phone banks, we did contact him through his cell phone.

 

And he has been pro-active, letting us know about some specials or new itinerary/dates that we might be interested in.

 

He's been there several years, and we hope he stays.

 

Mostly, he's been able to get us "inside info" about cabin/suite specifics.

By "inside info", I mean simply REAL information (not "secret"), and not just word of mouth of TA's who might not really know.

Things like exact dimensions of a specific cabin/suite when the category has a wide range. We don't want to know the range or the average; we want to know about the cabin/suite WE will be in. Things like that.

 

We wish we could refer others to him, and it's a shame that isn't permitted here. (Otherwise, we may have found out about him or the other good PCC's sooner!)

 

It's a two-way street. He is extra helpful; we book a lot with him, for ourselves and now for friends, too.

 

GeezerCouple

[GeezerCouple]

I've never used an NCL PCC until yesterday when I wasn't able to book online. She called our home and helped me book two rooms right across from each other. The odd thing is when I login to our ncl account only one of them shows up. I've tried typing in the other reservation # to look it up, but that doesn't bring it up either. I contacted her and she pretty much said I won't be able to have two reservations show up on the same original login. Is that weird or normal? Sounded fishy to me. I just wanted her to "fix" it for me, but it doesn't sound like that's going to happen on her end. Luckily she helped me checkin online and I have printed my edocs, but since I can't "find" my reservation # thru the website, I can't book excursions or dining for that other room. Sorry for rambling on, but I'm frustrated. Anyone else go through something like this with booking multiple rooms?

 

Are your two rooms made with the same first passenger name (yours, for example)? If so, you should be able to see them both.

I can see a bunch of reservations out for the next 2+ years in my acccount.

 

If it is in someone else's name (spouse?), then you *might* need to log in under that person's name.

 

Can you find one reservation number and not the other?

That would be worrisome.

 

GeezerCouple

[coraljoy]

Are your two rooms made with the same first passenger name (yours, for example)? If so, you should be able to see them both.

I can see a bunch of reservations out for the next 2+ years in my acccount.

 

If it is in someone else's name (spouse?), then you *might* need to log in under that person's name.

 

Can you find one reservation number and not the other?

That would be worrisome.

 

GeezerCouple

 

One reservation is under my name, the other is under my husbands. It's so complicated. Normally we book one room and it isn't an issue. It'll all work out, it's just hard (er) than normal.

 

I'm just going to keep trying to login and search for the reservation #. We don't cruise until March so I've got time.

 

Thanks!

[Laszlo]

Has anyone else had problems with your PCC always leaving NCL? I'm starting to get a complex. I don't know how many I have gone through but I never seem to hold on to the same one during my reservation. I always seem to get the response from them that they're here for the long haul.

 

How can I count on them to be there for my interest?:mad:

 

Its a call center.............I don't think their are many people who say I want to be a personal cruise consultant for the rest of my life :eek::rolleyes:

Edited February 1, 2015 by Laszlo

[GeezerCouple]

One reservation is under my name, the other is under my husbands. It's so complicated. Normally we book one room and it isn't an issue. It'll all work out, it's just hard (er) than normal.

 

I'm just going to keep trying to login and search for the reservation #. We don't cruise until March so I've got time.

 

Thanks!

 

Just a thought: Try creating a new online account using your husband's name/info.

(Actually, he should be the one doing this, but...)

 

I'm guessing that he'll see his reservation, but not yours.

 

If both reservations had been in your name, I'd have been more worried.

 

GeezerCouple

[ClaireAndMike]

Well, yeah, connecting. She knew what I meant, we had a whole conversation about it.

 

I thought this issue was interesting.

 

Just to clarify, did you ask the PCC for adjoining rooms (rooms located next to one and other) or did you ask the PCC for connecting rooms (rooms with a shared doorway between them)?

 

 

All connecting rooms are adjoining, but not all adjoining rooms are connecting.

[ClaireAndMike]

Looks like the term may be give and take.

 

adjoining rooms: Two guest rooms located next to each other which are connected by a door between them. They may be booked together for one traveling party, or they may be booked separately by two different parties. These are useful if you are traveling with older children or a larger group and need more space. If you don't know the guests in the adjoining room, always check to make sure the door in between is locked.

 

 

I thought this issue was interesting.

 

Just to clarify, did you ask the PCC for adjoining rooms (rooms located next to one and other) or did you ask the PCC for connecting rooms (rooms with a shared doorway between them)?

 

 

All connecting rooms are adjoining, but not all adjoining rooms are connecting.

[SeaShark]

Looks like the term may be give and take.

 

adjoining rooms: Two guest rooms located next to each other which are connected by a door between them. They may be booked together for one traveling party, or they may be booked separately by two different parties. These are useful if you are traveling with older children or a larger group and need more space. If you don't know the guests in the adjoining room, always check to make sure the door in between is locked.

 

All I asked was which term you used. No need for all of this.

 

 

Thanks, though, for finding a definition of adjoining rooms. Did they not have one for connecting rooms? Are these definitions based on what NCL uses to describe the rooms?

 

 

No need to protest so much....especially to me. I'm not the one affected by the miscommunication.

[antmilant]

Its a call center.............I don't think their are many people who say I want to be a personal cruise consultant for the rest of my life :eek::rolleyes:

 

There are some people who enjoy their jobs.