CAS bait and switch. Ticked OFF!

[HokiePoq]

Good answer - But in the UK a contract once made can not be rescinded without the loss being made good (there is of course E&OE)

 

But the funny thing here and it always make me chuckle - there is no such thing as a comp from CAS do you not think they know how much you will play and and how much they will win overall thats why Casinos are such big business, Whilst you think you have a comp NCL have an unsold cabin used by someone who is likely to lose money so where's the comp? You may even make them more money than a non gambler at a regular price.

 

The CAS cards give CAS all the info they need.

 

Its great marketing by NCL. Bit like the free cruise on playing Bingo! Free??? I met someone who won one it was anything but free.

 

They area public company remember share price is driven by profits.

 

Bingo! Agree with all this...but

OP, I think you are right. A booking number for a specific room seems like a contract to me.

We don't go to the casino...when we have we are the ones who drop the dollars to make someone who knows what they are doing win, lol.

Edited August 31, 2015 by HokiePoq

[jaja]

Like I said earlier the same exact thing happened to me via CAS. No resolution was ever made. It even a return phone call from the manager I asked to return my call. A simple apology was never even given.

 

Geri

 

Geri...and Video Tech...I am sorry you are experiencing all this...I do hope you both get some answers . It seems CAS, as of late, really is not taking care of their customers...:mad:

[whenisthemidnightbuffet?]

OP really hoping things work out to your satisfaction. I can understand how you must feel.

[detroitlions]

I am NOT complaining about a free cruise (although it's far from free if you include casino play). I am complaining about what I consider to be extremely poor customer service. I feel justified in complaining because this is so off-the-wall and unusual, and not at all what we have come to expect from NCL & CAS

 

If a business - any business - makes a mistake in a contract, and then realizes it later, good customer service would be to honor the contract anyway. It's not the customer's fault that the company rep made a mistake. If you value the customer's ongoing business, you swallow the mistake, honor the contract, and next time around you make sure you don't make that mistake again. That, and only that, is what we are upset about.

 

As for their being some "list" of badly behaving customers? Really doubt that.

Even though you know you were not supposed to get that room you expect to get it anyway because its not your fault they made a mistake. HMMMM. I do not agree with this way of thinking. It reminds me of a childs game called finders keepers. So your also saying if the bank gave you $1000 for a check you cashed for $500 you would expect to keep it? Good luck with that one something similar happened to me and I went into the bank and gave them the money that was not mine. Even if I did take the money they would have know at the end of the day the money went to me and I would have to pay it back.

[abe3]

Even though you know you were not supposed to get that room you expect to get it anyway because its not your fault they made a mistake. HMMMM. I do not agree with this way of thinking. It reminds me of a childs game called finders keepers. So your also saying if the bank gave you $1000 for a check you cashed for $500 you would expect to keep it? Good luck with that one something similar happened to me and I went into the bank and gave them the money that was not mine. Even if I did take the money they would have know at the end of the day the money went to me and I would have to pay it back.

 

 

Excellent post.

[rochelle_s]

Excellent post.

 

Some people need to FOCUS.

 

The analogy made is not even close to what happened. That analogy might apply if the OP was quoted one price and was charged a different amount. This case is about someone inquiring about a cruise, being given a quote, agreeing to it, paying for it and confirmation being made. Then the cruise line changed the original offer completely.

 

If you were having renovations done on your home and a contractor comes in and quotes you a certain amount for your kitchen remodel. You agree to the plan and pay in full for it. Contractor sends you a confirmation of such and you go out and purchase some no refundable appliances to go with that new kitchen. Couple of days later the contractor calls back and says oops sorry that quoted price etc is for a bathroom renovation. Would you just say okay sounds good to me?

 

I think CAS/NCL should make good on this whole thing with the OP. One would think they would if for nothing more than good will in the eyes of many CAS guests.

 

 

Rochelle

Edited August 31, 2015 by rochelle_s

[hpecorari]

Even though you know you were not supposed to get that room you expect to get it anyway because its not your fault they made a mistake.

 

There is *no way* anyone can absolutely know what they are entitled to get comped until they call and and ask. At one point I used to only get mini suites. Then one day I called and was given a suite. The next time I called and was given a Haven suite. The next time a suite.....then the next three times a Haven Suite. It can and does change.

 

Harriet

[sjbdtz]

I wonder how often this happens. Not everyone who has a similar experience is going to report it on CC.

OP, I hope you get it worked out to your satisfaction. I would think that, if someone has to review the reservation, that should be made clear at the time of booking and a confirmation not given until that takes place.

 

It happened to me, and I didn't come here to report it.

 

 

In my opinion, the sticking point in this case is that it was not an "offer". It was not a category discussed and left with the traveler thinking it over and calling back. It was an accepted offer which progressed to a solidified booking with payment exchanged. At that point, no matter how big the error, it should be honored by NCL.

 

My situation was the exact same. But there was no harm caused, only disappointment.

[CRAustin]

That is exactly the point. The downgrade takes us way down from what CAS has routinely offered us in the past. We know more or less exactly our value to CAS, based the points we earn on each cruise, and on what they have always done for us in the past.

 

And we just came off an Alaskan cruise where they comp'd us the class of cabin they originally offered on the Escape. It's also the same class that we have usually received in the past - and our Alaskan cruise casino play was no different than it's been in the past.

 

Yes, we understand that the Escape is a new ship, sailing a popular itinerary at a popular time of year. We understand that affects the comps that CAS will offer.

 

I am 7* with CET and Golden with CAS - did Alaska right before you in a CAS comped AFT mini-suite, got back and rebooked Escape for March - they would give me a mini-suite but not a spa mini-suite so went with a spa balcony instead. I'd be PO'd and I am wondering if you don't keep up your play and you book 3 or 4 cruises out can they take your cabin down a notch or take the offer back. Hope you get it worked out to your satisifaction. The CET offer is never as good as CAS and I have stopped even using my free cruise per year. Now I'm worried if I don't keep the level of play I might get bumbed down or out! I was going to book another cruise for next year before my Nov cruise to stay in the free zone.

[abe3]

In my opinion a company has the right to fix human error by employees and rescind an offer given to the OP.

 

Let me give you an example. I once purchased a washer and dryer online from a box store and when I made the purchase I couldn't believe the price that I saw online. I chose to pick it up at the store and when I got to the store to pick it up with my receipt they told me they couldn't accept it and it must of been an error on their website. They got the manager involved and also someone on the phone and confirmed that was the price online but it was put on there by error. They did offer me a gift card for their mistake and apologized for any inconvenience it may have caused. I said no problem I understand and I thank them.

 

Company employees are humans and can make mistakes. I do hope the OP can get what they had originally booked and was offered, but the company has the right to fix errors made.

Edited August 31, 2015 by abe3

[detroitlions]

There is *no way* anyone can absolutely know what they are entitled to get comped until they call and and ask. At one point I used to only get mini suites. Then one day I called and was given a suite. The next time I called and was given a Haven suite. The next time a suite.....then the next three times a Haven Suite. It can and does change.

 

Harriet

 

There was no mistake made how is this the same.

[detroitlions]

Some people need to FOCUS.

 

The analogy made is not even close to what happened. That analogy might apply if the OP was quoted one price and was charged a different amount. This case is about someone inquiring about a cruise, being given a quote, agreeing to it, paying for it and confirmation being made. Then the cruise line changed the original offer completely.

 

If you were having renovations done on your home and a contractor comes in and quotes you a certain amount for your kitchen remodel. You agree to the plan and pay in full for it. Contractor sends you a confirmation of such and you go out and purchase some no refundable appliances to go with that new kitchen. Couple of days later the contractor calls back and says oops sorry that quoted price etc is for a bathroom renovation. Would you just say okay sounds good to me?

 

I think CAS/NCL should make good on this whole thing with the OP. One would think they would if for nothing more than good will in the eyes of many CAS guests.

 

 

Rochelle

 

This is a bad comparrison in you version the worker swinging the hammer that his boss never offered. Plus contractors add cost all the time if they find things into the job that was unexpected. Nice try thou.

[abe3]

This is a bad comparrison in you version the worker swinging the hammer that his boss never offered. Plus contractors add cost all the time if they find things into the job that was unexpected. Nice try thou.

 

 

This is true. Sometimes things pop up and can add to the cost.

[rochelle_s]

This is a bad comparrison in you version the worker swinging the hammer that his boss never offered. Plus contractors add cost all the time if they find things into the job that was unexpected. Nice try thou.

 

Well we could go back and forth with analogies all day. Let's focus on the issue at hand. The OP inquired about a cruise, was quoted what would be comped plus charges, OP agrees to this, pays for this and receives a confirmation of such. The OP then goes on to make other arrangements for the cruise. It is after this that he is told an error has been made. In my opinion, which you do not have to agree with, NCL/CAS should be honouring the original agreement. If not because it is the right thing to do then for goodwill.

 

I have seen threads where travel agents make mistakes and everyone thinks the travel agent or the agency should be responsible. Why is this any different?

 

 

In this case to change from a full suite to a lesser category is a significant difference, especially in terms of perks and promotional inclusions. If the OP booked and paid for a cruise that is supposed to include UBP, UDP, internet and gratuities, then to have them say sorry you are not entitled to the cabin or the benefits that you agreed and paid for.. is plain and simply..wrong. If these things are important to the OP then now he will have to pony up the funds to pay for them after already agreeing and paying a set price to have them included. If I recall correctly this is also a cruise booked after final payment so he himself is not able to cancel without penalty. Also the OP stated that there were still cabins available in this category, so it is very likely that NCL will be trying to up-sell these cabins anyways.

 

The CAS program has diminished considerably over the last year and this thread is doing them no favours. They should be the ones sucking it up and making it work for this passenger and make this 'bad press' go away.

 

 

Rochelle

Edited September 1, 2015 by rochelle_s

[DevCruise]

I think if nothing else NCL/CAS/CET should allow the OP to cancel without penalty since they altered the deal after the OP was within the penalty phase.

[pokerpro5]

Rochelle is 100% correct.

 

In legal terms, this is known as offer/acceptance/confirmation.

 

While CAS may have some fine print allowing this after-the-fact cancellation on comped cruises, it is highly unethical and would in fact be illegal in certain jurisdictions.

 

This isn't "a business changing an offer". It's a business rescinding something already given, after confirming that the customer would be receiving it.

 

Anyone taking NCL's side on this one must be taken advantage of regularly in every day life.

[abe3]

I think if nothing else NCL/CAS/CET should allow the OP to cancel without penalty since they altered the deal after the OP was within the penalty phase.

 

 

I think that would be fair.

[pokerpro5]

I think if nothing else NCL/CAS/CET should allow the OP to cancel without penalty since they altered the deal after the OP was within the penalty phase.

 

What about the airline tickets?

 

The OP should just eat the cost of them?

 

What if I owned two hotels across the country from where you lived -- one a luxury 5-star, and the other a dumpy motel, and I invited you for a week to stay at my luxury 5-star for a week free.

 

You accept, I send you a confirmation letter, and you buy airline tickets to fly out and do this. Then I call you a week later and say, "LOL I made a mistake! I meant to say you could have a week free at my dumpy motel! Sorry!"

 

Are you saying that it should be within my rights to do this?

 

Because that's basically what happened here.

 

It is simply unbelievable to me that anyone could think NCL should have a right to downgrade someone after confirmation, whether it was a "mistake" to offer them the room or not.

[MaryLS]

Agree Rochelle. CAS has changed over the past year and not for the better!

[tarps14]

Apparently CAS has taken the same position as NCL regarding contract changes after final payment. I see this as no different than what NCL has done to many, many others out there this year. Agreed on a set price for a set product with the consumer, taken payment in full and sent confirmation to them and then changed the terms of the contract leaving said consumer with no options other than to suck it up and take it on the chin. I wish I could say this surprises me, however, it does not. While I would attempt to fight this as far as I could, that can only go so far in this circumstance as the chain of command isn't near as long with CAS as it is with NCL. Neither seems to care about the reputation they are getting and they certainly do not care about loyalty. All CAS is interested in is getting someone, anyone, into their casino to fill the seat and spend the money. And the less CAS has to put out, the better.

[missintuitive]

Even though you know you were not supposed to get that room you expect to get it anyway because its not your fault they made a mistake. HMMMM. I do not agree with this way of thinking. It reminds me of a childs game called finders keepers. So your also saying if the bank gave you $1000 for a check you cashed for $500 you would expect to keep it? Good luck with that one something similar happened to me and I went into the bank and gave them the money that was not mine. Even if I did take the money they would have know at the end of the day the money went to me and I would have to pay it back.

 

 

Cash is different because no contract is involved. If I buy a car under contract and go and find it cheaper the next day I can't cancel the contract bc I've signed a binding document. OP signed a contract and in good faith provided a payment. Good customer service would dictate that he would get what he paid for, even if most of it was comped. He may not have signed up if the mini-suite was initially offered. A vacation is booked based on individual preferences.

 

A similar situation happened to me at a poor customer service furniture store. They sold me the furniture I wanted and kept pushing out the promised delivery date. After 2-3 months over the summer passed, the store finally told me my furniture was indefinitely backordered and I would have to take what they had available at the time. They did not want to give me my money back. I disputed through my credit card company bc I paid for specific pieces which fit in my decor not what they had excess inventory of. In the end, I received my money back bc they didn't deliver what I signed up for under contract. This scenario is more similar... It's a veritable bait and switch. Who knows if the salesman quoted me the correct delivery date. It could have been an error (unintentionally or purposely) and the store wanted me to eat that error instead of making me whole.

 

 

Sent from my iPhone using Tapatalk

[Moby0215]

It is a comped room. Of course the op can be disappointed but these things happen. Take for example when I book a comp room in Atlantic city. On the website I may be choosing a certain type of room but I am not guaranteed that type of room. Good luck, I hope the op does get a solution that they are happy with but I wouldn't hold your breath.

 

 

Sent from my iPhone using Tapatalk

[asubaru]

I agree with you on all counts pokerpro5

 

Article from a few years ago and it was due to human error:

 

United Airlines will honour flight tickets mistakenly sold for $5 to $10

Human error blamed for period in which only airport and security fees were charged and customers rushed to purchase

 

United Airlines will honour plane tickets it mistakenly sold online for between $5 and $10, the company said on Friday.

 

Customers using the airline's website were able to book tickets without paying airline fares – just airport and security fees – for a brief time on Thursday due to a human error, United confirmed. The mistake saw some customers quickly book discount flights to high-desirability locations including Hawaii and Las Vegas. United rectified the problem on Thursday but said it would honour the sales.

 

"We've reviewed the error that occurred yesterday and based on these specific circumstances, we will honor the tickets," the company tweeted on Friday afternoon.

 

United said it had accidentally filed some fares for $0, due to a human error. It did not reveal how many tickets were sold at erroneous prices. It shut down its website entirely on Thursday afternoon before reopening at around 2.45pm, according to reports. The discount flights were no longer available when the site came back online.

 

Andy Farrimond, a software consultant from Washington DC, told CNN Money that he discovered the error as he booked a business trip to Minneapolis. Farrimond alerted a number of co-workers to his discovery, he said. His colleagues spent the next hour booking personal trips to the West Coast and Hawaii, CNN Monday reported.

 

"It was pandemonium in the office for a while yesterday," Farrimond said.

 

He came away from the United website having booked trips with his wife to Honolulu, Los Angeles, San Francisco and San Jose. His co-workers had booked flights to Las Vegas and other popular vacation destinations.

 

Bob Stokas, from Chicago, told NBC that he had stumbled across the cheap flights while searching for a round-trip ticket to LA next June. He had been expecting to pay up to $400 per ticket when he noticed the cheap fares.

 

"When I scrolled down past the non-stop fares, when I got to the connecting flights, the flights to and from Los Angeles per person was $10," Stokas told NBC. "That was a shock and a surprise, and I was like, 'I've got to book this flight right now before they rescind their offer of $10 for this flight.'"

 

Stokas bought six tickets for $60. He said he returned to United's website to buy tickets for a trip to Roanoke, Virginia, this weekend, but found the website to be offline.

 

 

 

 

 

 

 

 

 

Rochelle is 100% correct.

 

In legal terms, this is known as offer/acceptance/confirmation.

 

While CAS may have some fine print allowing this after-the-fact cancellation on comped cruises, it is highly unethical and would in fact be illegal in certain jurisdictions.

 

This isn't "a business changing an offer". It's a business rescinding something already given, after confirming that the customer would be receiving it.

 

Anyone taking NCL's side on this one must be taken advantage of regularly in every day life.

[VideoTech]

What about the airline tickets?

 

The OP should just eat the cost of them?

 

What if I owned two hotels across the country from where you lived -- one a luxury 5-star, and the other a dumpy motel, and I invited you for a week to stay at my luxury 5-star for a week free.

 

You accept, I send you a confirmation letter, and you buy airline tickets to fly out and do this. Then I call you a week later and say, "LOL I made a mistake! I meant to say you could have a week free at my dumpy motel! Sorry!"

 

Are you saying that it should be within my rights to do this?

 

Because that's basically what happened here.

 

It is simply unbelievable to me that anyone could think NCL should have a right to downgrade someone after confirmation, whether it was a "mistake" to offer them the room or not.

 

Thank you Pokerpro, Rochelle and others who have agreed with our position. For those that don't agree, of course that is your right.

 

At this point there has been no offer to make anything good from CAS or NCL. Given their silence on the matter, we doubt anything will happen. We are going to make one more attempt to reach someone higher in the food chain at CAS, but if that does not work, we will cancel the cruise, and dispute the port fees and taxes already paid.

 

It's a shame that customer good will seems to mean little to CAS and NCL anymore.

[Ctrinh225]

I'm sorry that this happened to you. But to cancel a comp cruise in a mini suite????!!! I know some people will disagree. But any comp cruise (in any category) is better than NO cruise at all.

 

 

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