Very Upset - NCL Cancel some 11-Day Mexican Riviera Cruises

[hpecorari]

from San Diego on September 30, October 11, and October 22, 2016 on the Sun.

 

I'll post the e-mail I received but what *really* bothers me is that they when I called them they stated they will NOT honor the 4 perks that I currently have on this cruise to any cruise I switch over to. I currently have the UBP and SDP (which included the 18% service charge) FREE DSC, and FREE INTERNET. I'm told I can still get the UBP and the SDP but will NOW have to pay the 18% service charge on both and will honor the FREE INTERNET but WON'T honor the FREE DSC. Instead I get the excursion perk. This is where I'm upset. Why should I have to pay more and get different perks when THEY cancelled my cruise. I'm more than understanding that sometimes cruises need to be cancelled. But ALLOW me to keep the PERKS that I had when I booked the cruise when you move me to another cruise! In addition, since I've been through the Panama Canal, for an 11 day and a 14 RT cruise before with NCL if I choose another cruise I have to use the current published fare, as they are only protecting the current paid fare IF you choose the Panama Canal Cruise. And, I have to decide by March 2nd. The actual cruise I want to go on that has been published will be available for September 30, 2017 isn't even available to book yet. Here's the e-mail I received today:

 

NCL

7665 CORPORATE CENTER DRIVE

Doral, FL 33126 US

 

IMPORTANT:

ITINERARY CHANGE INFORMATION

 

Dear Valued Guests and Travel Partners,

Norwegian Cruise Line has important information for you regarding Norwegian Sun's 11-Day Mexican Riviera sailings from San Diego on September 30, 2016, October 11, 2016 and October 22, 2016. All guests booked on these sailings need to be aware of this change and travel professionals are asked to forward this information to their clients.

 

Because of a scheduling change the 11-day Mexican Riviera sailings departing on these dates have been cancelled. Norwegian is offering guests

currently booked and fully deposited on these sailings the following options:

 

Option 1: Move to Norwegian Sun's new 14-Day Panama Canal sailing Sept. 30, 2016 from San Diego to Miami or the 14-Day Panama Canal October 14,

2016 from Miami to San Diego and your cruise fare will be protected.

 

Option 2: Select any available 5 day or longer sailing in our fleet from now until September 2017 at the current published fare and your deposit will be

applied towards the new sail date.

 

If you choose this option a $50 onboard credit will be applied to your onboard account, which can be used on any expenditure on the ship excluding service charges. If you are currently booked in a suite (categories beginning with S or H) you will receive a $100 per stateroom onboard credit.

 

Norwegian will also cover up to $300 maximum per person air change fees. We look forward to hearing from you by March 2, 2016, so that we can modify your reservation.

 

If we don't hear from you by March 2, 2016, your reservations will be cancelled. We are standing by to assist you on our dedicated support

line at (877) 461-1160 from 9:00 am to 7:00 pm ET Monday through Friday.

 

We thank you for choosing Norwegian Cruise Line and we look forward to assisting you.

 

Sincerely,

Vivian Ewart

Vice President, Passenger Services

 

Not really happy right now......

 

Harriet

Edited February 18, 2016 by hpecorari

[sjbdtz]

Write to Vivian Ewart and explain why you're unhappy.

 

 

It may be that what you learned was unintentional and can be remedied.

 

 

 

.

[hpecorari]

Write to Vivian Ewart and explain why you're unhappy.

 

 

It may be that what you learned was unintentional and can be remedied.

 

 

 

.

 

I'll try that, thank you. I called the number that was on the letter as well a CAS and both parties told me the same info. I was hoping one department had different information! LOL

 

Harriet

[Linda the Book Lover]

Sorry to hear about your cancellation. I agree I would be asking to receive the same perks I had with my original booking. As you said, NCL canceled your cruise not you. I hope this turns out fine for you. Good luck!

[Imalismom]

I had a similar issue when they sold out my Panama Cruise to some Star Trek (Wars?) group. I only had two cruises to choose from to switch to, and if I switched to one of those (which I did but was not overly happy about the dates), my 4 incentives went with me, including my UDP and gratuity package - sometimes I think large companies forget that it is the small returning customers that help make them.

[janpo]

Last year NCL cancelled a lot of cruises all at one time and if I remember right, they also lost their perks.

 

Imo, that's not right to lose the perks you booked with.

Edited February 18, 2016 by janpo

[deladypilot]

Please let us know if you get any resolution regarding this and who you ended up having to speak with.

 

I too understand the canceled cruise thing but the perks things just seems to be wrong

[pspercy]

NCL.com showing October 2016 as blank for the Sun. I wonder what triggered the triple cancellation?

[Arzeena]

from San Diego on September 30, October 11, and October 22, 2016 on the Sun.

 

I'll post the e-mail I received but what *really* bothers me is that they when I called them they stated they will NOT honor the 4 perks that I currently have on this cruise to any cruise I switch over to. I currently have the UBP and SDP (which included the 18% service charge) FREE DSC, and FREE INTERNET. I'm told I can still get the UBP and the SDP but will NOW have to pay the 18% service charge on both and will honor the FREE INTERNET but WON'T honor the FREE DSC. Instead I get the excursion perk. This is where I'm upset. Why should I have to pay more and get different perks when THEY cancelled my cruise. I'm more than understanding that sometimes cruises need to be cancelled. But ALLOW me to keep the PERKS that I had when I booked the cruise when you move me to another cruise! In addition, since I've been through the Panama Canal, for an 11 day and a 14 RT cruise before with NCL if I choose another cruise I have to use the current published fare, as they are only protecting the current paid fare IF you choose the Panama Canal Cruise. And, I have to decide by March 2nd. The actual cruise I want to go on that has been published will be available for September 30, 2017 isn't even available to book yet.

 

Not really happy right now......

 

Harriet

 

Harriet,

THAT totally sucks! Especially for an NCL loyalist like you. (I remember you from our Sun cruise a couple of years back)Time to put your eggs in newer baskets. I would book a similar itinerary on another cruise line. NCL's loss is someone else's gain. We have equal number of cruises on NCL and Royal and are exploring Carnival, Princess and have sailed Celebrity and are liking it a lot not just going on one cruise line. Our reason to diversify was to explore different ships, different perks, etc and NCL does not do much to keep its existing clientele as a supervisor very recently quoted to me..."you are booked, you already are a client, we have to now attract the new clients."

Cruises get cancelled but they should have let you keep the perks.

[littlelulu01]

Good luck. If going by the last mega canceled cruise round in August I would say its luck of the draw. A few people got to price protect on similar dates but the majority lost perks and sailing dates, had to rebook at today's rates and today's perks. I found ms ewart's office very difficult to deal with but since had better luck with Angela at her office. Bottom line though is that there's a very good chance that unless you want the alternative offer you will be out of luck. Epic cancelled sailings only price protect offer was to sail an entire year early! These types of cancellations are becoming the norm for NCL. I have started booking two lines with dates I want so I'm not left hanging if one is cancelled or changed. That way I can still take advantage of mileage airfares, which in order to get business class or better long haul, need to be snagged a year ahead.

[Rob0519]

From what I've seen on the forums lately, this is the world of the "new" NCL. I was on the Escape in November and right now have a reservation on the Getaway for September 2016. While we had an ok cruise on the Escape, any interaction with Guest Services before and during the cruise and stories like this are making me question that September booking.

[Casino Comp Chick]

Harriet that totally blows but I know that NCL appreciates your business (I know CAS does) I think they will make it right.

You know we can all go gang up on the cruise consultant guy in 72 days ;)

[Trumpster]

Of course they did. :rolleyes:

 

At least they were able to communicate this change in a timely manner.

[hpecorari]

Thanks everyone for your input. Part of me was worried that some would think I was wrong wanting my perks to move over to a new cruise with me!

 

However, I've e-mailed Vivian and also left her a voice mail. Not much more I can do at this point but wait and hope for a response.

 

Thanks!

 

Harriet

[NLH Arizona]

You are definitely not wrong wanting all your perks. I had a similar situation on Celebrity. My cruise was cancelled. I didn't like any of the cabins on the cruises they offered to change to, so my TA worked with Celebrity got all my perks (Automatic gratuities, beverage package and $450 OBC), plus $100 inconvenience OBC for them cancelling my cruise and was able to book a cruise outside the ones they offered. It took my TA a few days, but she got me everything I wanted.

 

I would keep going up the ladder and hopefully they will give you all the perks that you are entitled to.

[firegal2539]

My October 22, 2016 10 day Mexican Riviera cruise was cancelled. I have spent about three hours on the phone to NCL to try and book one of the Panama Canal cruises and because my cruise is a Casinos at Sea offer, they won't let me book until Wednesday of next week. Of the four reps I spoke to no one could tell me why I have to wait until next Wednesday. I was told four different things by all four reps, one said they had to get approval from the CAS supervisors to let me take a 14 day Panama cruise, another said that cruise fare is protected, but the insurance I bought, the beverage package I bought, the gratuities I already paid for and the transfers I have paid for will not move to the new cruise. I will have to get a refund on them and rebook at the new price, that is totally wrong. I have already booked my air and I asked about the up to $300 towards new air and was told by another rep that he didn't think a CAS offer would get the $300.

 

I have called Vivian Ewart and emailed her also, with my concerns and problems, especially that I can't book until next Wednesday, so rooms might be gone and I won't get the room I want. The airfare that I will lose if they don't reimburse up to $300.

 

I am hoping she will do the right thing and either call or email me so I can get a cabin on the September 30 Panama Canal cruise.

 

Candie

[hpecorari]

My October 22, 2016 10 day Mexican Riviera cruise was cancelled. I have spent about three hours on the phone to NCL to try and book one of the Panama Canal cruises and because my cruise is a Casinos at Sea offer, they won't let me book until Wednesday of next week. Of the four reps I spoke to no one could tell me why I have to wait until next Wednesday. I was told four different things by all four reps, one said they had to get approval from the CAS supervisors to let me take a 14 day Panama cruise, another said that cruise fare is protected, but the insurance I bought, the beverage package I bought, the gratuities I already paid for and the transfers I have paid for will not move to the new cruise. I will have to get a refund on them and rebook at the new price, that is totally wrong. I have already booked my air and I asked about the up to $300 towards new air and was told by another rep that he didn't think a CAS offer would get the $300.

 

I have called Vivian Ewart and emailed her also, with my concerns and problems, especially that I can't book until next Wednesday, so rooms might be gone and I won't get the room I want. The airfare that I will lose if they don't reimburse up to $300.

 

I am hoping she will do the right thing and either call or email me so I can get a cabin on the September 30 Panama Canal cruise.

 

Candie

 

I'll tell you why you have to wait until next Wednesday.

 

It does not matter if you booked through CAS, if you booked directly through NCL or via a TA. The cruise simply isn't LISTED yet, therefore, it's not bookable for anyone.

 

I believe you were told wrong. IF you book one of the two Panama cruises they are offering as a substitute everything you have will follow you EXCEPT for your perks and you will be price protected. If you book a different cruise I know you are not price protected and I know your Perks will NOT follow you.

The up to $300 airfare will be available for you to towards changing your flights only after you prove to them what the actual cost was to you to change your flights. This does not matter with who you booked with, CAS, NCL or a TA.

 

Harriet

[Sterling]

How common are cruise cancellations?

[kollegekreed]

So why not just take the 14 day panama canal for the same price?

[littlelulu01]

How common are cruise cancellations?

 

Becoming much more common. There's certain sailings and ships that can get chartered, the Pearl comes to mind, but usually charters are planned prior to booking availability.

 

With NCL however this past year I've seen a number of cancelled cruises. In August, 2015 they redeployed 1/3 of the fleet. No cruise line has ever done that before. Ironically after all that hassle they reinstated some sailings since then at a much higher price and then recently changed up embarkation/debarkation ports on some Europe sailings.

 

If you are affected by a cancellation for whatever reason NCL, per their contract, needs only to give you your money back. They usually throw in $50 obc if you rebook an alternative sailing at the new price minus the perks you originally got. They don't need to give you anything for the loss of airfare change...

 

Sometimes a cruise is cancelled at the last minute like as in hours before embarking for a mechanical problem or storm(think anthem)and again, they only need give you your $ back and not a thing more. It's part of the risk of cruising, NCL much more so than other lines. Even great cruise insurance doesn't cover all the cost when it occurs. Luckily most lines haven't followed NCL's suit yet and the other lines typically offer price protect for valid alternative sailings along with covered airfare change fees. What I've seen with NCL is great alternative offers for some and $50 for most.

[hpecorari]

How common are cruise cancellations?

 

Prior to this cruise cancellation, which I just assume was cancelled since the ship is sailing but is now sailing a different Itinerary.....NCL had cancelled two other cruises of mine, one year after the other, both on the Pearl and both in January. I won't book the Pearl again January and/or February. Both times, the Pearl was chartered out.

 

Harriet

[hpecorari]

So why not just take the 14 day panama canal for the same price?

 

If that question was for me, I'll tell you why.

 

October I went from Miami through the Canal and back to Miami on an 11 day cruise.

 

The year before that I took a B2B cruise through the Canal leaving Miami going to LA for 14 days and then returning from LA to Miami for an additional 14 days. Basically, been there done that already twice.

 

Harriet

[CruisinMaterial]

Prior to this cruise cancellation, which I just assume was cancelled since the ship is sailing but is now sailing a different Itinerary.....NCL had cancelled two other cruises of mine, one year after the other, both on the Pearl and both in January. I won't book the Pearl again January and/or February. Both times, the Pearl was chartered out.

 

Harriet

 

NCL has done a good job limiting the charter business to just the Norwegian Pearl after the stink it raised after doing it two years in a row. When they acquired Sixthman, it solidified the ability of NCL to take a ship out of service to the general public for booking and just dedicate it to the special cruises.

 

Something more has to be in play here but I doubt we will ever find out from NCL. For instance, is the demand stronger for a Panama Canal transit versus the 11 day you were originally booked on and because of that they decided it was worth the expense to take the ship through the Canal instead of discounting to fill it for the 11 day itinerary?

 

I wasn't following the pricing structure of those cruises, only the repo to South America to know though.

[Brits 2006]

We are currently waiting for ncl uk to sort out the mess they have caused us. We were booked on 11 October sailing and have booked our flights from the uk. Ncl have told us that that they will pay £200 each for flight amendments, but when we called to check the cost to change our flights we have been informed it will cost £500 each so we are looking at being £1200 out if pocket, as there are four of us travelling. Alternatively we cancel all together and lose the cost of our original flights. It's all getting very stressful as we don't really know where we stand and how it can be resolved without us being out if pocket.

[BabsinTX]

Prior to this cruise cancellation, which I just assume was cancelled since the ship is sailing but is now sailing a different Itinerary.....NCL had cancelled two other cruises of mine, one year after the other, both on the Pearl and both in January. I won't book the Pearl again January and/or February. Both times, the Pearl was chartered out.

 

Harriet

 

Harriet: Were you booked on the Pearl for a B2B in January 2015, eastern and southern Caribbean? We booked those for our 35th anniversary and when they were cancelled we ended up on Princess to Hawaii. We now have four Princess cruises booked. NCL's cancellation turned into business for Princess.