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

[anniegb]

Thanks for the info, my husband has been in touch with ABTA so if no joy there will look at trading standards or small claims court like you said.

 

I do not blame you for not trusting them I don't know where your from but there is definitely no protection for non USA travellers.

 

I am from the UK.

 

You are not by any chance a subscriber to Which??

 

Another couple of thoughts CAB ??

 

Simon Calder has a travel clinic on LBC Sunday afternoons I think.

 

Still thinking.

 

Annie

Edited February 22, 2016 by anniegb

[Brits 2006]

I am from the UK.

 

You are not by any chance a subscriber to Which??

 

Another couple of thoughts CAB ??

 

Simon Calder has a travel clinic on LBC Sunday afternoons I think.

 

Still thinking.

 

Annie

 

No we do subscribe to Which. NCL UK are not referring our case to their Miami office so we are keeping our fingers crossed they might increase their offer to us.

 

Thanks again for all the info.

[Whatshallicallmyself]

If you paid NCL uk in GBP then what are they doing offering you dollars anyway, each country should be offered compensation in the currency they paid in and within each countries trading standard laws shouldn't they? As this is all NCL's fault why should the airline, the insurance company and you lose out, it is so unfair. NCL must realise people book their flights straight away and should compensate them for any loses.

 

Would you be able to use your original flights and then a connection to your port might be cheaper?

[Whatshallicallmyself]

Could you ask around among the crew and maybe find out why this change was made? Maybe they need to do work on the ship in San Diego before the South America cruises start. Or perhaps they got a short charter out of San Diego with some corporate or government group? I'm dying to know what was worth angering so may customers.

 

 

I will try!

[Brits 2006]

If you paid NCL uk in GBP then what are they doing offering you dollars anyway, each country should be offered compensation in the currency they paid in and within each countries trading standard laws shouldn't they? As this is all NCL's fault why should the airline, the insurance company and you lose out, it is so unfair. NCL must realise people book their flights straight away and should compensate them for any loses.

 

Would you be able to use your original flights and then a connection to your port might be cheaper?

 

Hi

 

They are offering us £200 sterling.

 

The alternative cruise they are offering us has two dates one a week before and the other a week after our original flight hence they are now of no use to us.

 

NCL will not even guarantee which sailing we will get on at the moment so we cannot even change the flight yet. Everyday that passes the cost gives up as unfortunately the flight prices are increasing.

 

The whole thing is very stressful

[anniegb]

Hi

 

They are offering us £200 sterling.

 

The alternative cruise they are offering us has two dates one a week before and the other a week after our original flight hence they are now of no use to us.

 

NCL will not even guarantee which sailing we will get on at the moment so we cannot even change the flight yet. Everyday that passes the cost gives up as unfortunately the flight prices are increasing.

 

The whole thing is very stressful

 

Of course it is stressful, I would be tearing my hair out.

 

What happens if you decide to forego the cruise? Does NCL refund all your money? I had a holiday booked and the tour company cancelled. I received all my money back.

 

Could you use the existing booked flights to build another holiday itinerary?

 

I am sure you will have thought about all of that but just thinking out loud.

 

Annie

Edited February 22, 2016 by anniegb

[Brits 2006]

Of course it is stressful, I would be tearing my hair out.

 

What happens if you decide to forego the cruise? Does NCL refund all your money? I had a holiday booked and the tour company cancelled. I received all my money back.

 

Could you use the existing booked flights to build another holiday itinerary?

 

I am sure you will have thought about all of that but just thinking out loud.

 

Annie

 

They will only refund deposit for cruise as flight booked separately.

 

As the cruise was departing from San Diego not much else happening there. There are some from Los Angeles but nothing is working out right with our flight. We are travelling with my elderly parents so a cruise is best for us rather than a land based holiday really.

 

If our flights were to Miami there would be numerous cruises we could change to its a a lesson to learn for the future.

[SeahawkSiren]

It's a lottery I afraid. We have been told today that they will not even guarantee which sailing you can get at the moment.

 

Thank you for this information. I was told something completely different when I called. I was told that you can choose which sailing. I was also told that although they cannot guarantee your stateroom number they will guarantee the stateroom category. So even though they have a dedicated support line for this situation, different information is being given to different people who call NCL. We can't do the September 30 sailing for various reasons so the October 14 sailing is the only option for us. I'm not going to get my hopes up about anything at this point. We just may have to consider cancelling entirely.

 

I wish you all the best in trying to get your situation resolved. Such an unfortunate event for so many.

[Brits 2006]

Thank you for this information. I was told something completely different when I called. I was told that you can choose which sailing. I was also told that although they cannot guarantee your stateroom number they will guarantee the stateroom category. So even though they have a dedicated support line for this situation, different information is being given to different people who call NCL. We can't do the September 30 sailing for various reasons so the October 14 sailing is the only option for us. I'm not going to get my hopes up about anything at this point. We just may have to consider cancelling entirely.

 

I wish you all the best in trying to get your situation resolved. Such an unfortunate event for so many.

 

Thank you hope it works out for you to. It will probably be a big topic of conversation should we all eventually get on the cruise.

[BabsinTX]

This morning my travel agent called the special NCL line that deals with these cancellations and possible rebookings. She said they seem very unprepared and the itineraries aren't even finalized yet. She isn't sure they'll be ready on Wednesday morning to deal with our calls. This doesn't give me a good feeling. :(

[mexico8]

Great reply!

 

Agree. I don't think I would have stated it all as nicely as Harriet did considering the rude post she was replying to. Good for her. Hope it works out okay for everyone.

[hpecorari]

Agree. I don't think I would have stated it all as nicely as Harriet did considering the rude post she was replying to. Good for her. Hope it works out okay for everyone.

 

OP was upset - and had a right to be. I think he/she lashed out 'at the moment'.

 

Harriet

[RDC1]

If the holiday was booked in the uk as a package( flight and cruise together) then you should contact trading standards or citizens advice as the package you booked is no longer available and you should get a full refund of all costs. If you booked the flights direct with airline and the cruise separately you have no rights if one part is cancelled.

 

However I feel that NCL are being very unfair and should really pay for your loss in full. I do hope you all get sorted and NCL step up and help you.

 

Not necessarily. Under the Package Travel Regulations Act 1992, a traveler may be entitled to additional compensation for expenses beyond just the refund of the amount paid, if those expenses were incurred specifically for the trip.

 

Now in order to collect one would have to file a claim with the appropriate entity and I suspect that potential damages would only be actual loss. In these cases airline tickets, even those not purchased through the cruise line, would be considered to be items purchased specifically for the trip. Now if they can be and are repurposed the claim would only be for actual loss of value, such as the change fees.

 

The following paragraph is from http://www.which.co.uk/consumer-rights/regulation/package-travel-regulations

 

"If you withdraw from the holiday contract, or where the organiser cancels the holiday for any reason other than the fault of the consumer, then Regulation 13 gives you the following implied rights:

to take a substitute package (if available) of equivalent or superior quality

to take a substitute package of lower quality (if available) and to recover from the organiser the difference in price between the price of the package purchased and that of the substitute package

to have the purchase price repaid as soon as possible

 

You would also be entitled to compensation in addition, if appropriate. For example, kennel fees, clothes bought for the holiday, suntan lotion etc. provided you can show that these costs were genuinely incurred, they could, in principle, be recovered."

[anniegb]

Not necessarily. Under the Package Travel Regulations Act 1992, a traveler may be entitled to additional compensation for expenses beyond just the refund of the amount paid, if those expenses were incurred specifically for the trip.

 

Now in order to collect one would have to file a claim with the appropriate entity and I suspect that potential damages would only be actual loss. In these cases airline tickets, even those not purchased through the cruise line, would be considered to be items purchased specifically for the trip. Now if they can be and are repurposed the claim would only be for actual loss of value, such as the change fees.

 

The following paragraph is from http://www.which.co.uk/consumer-rights/regulation/package-travel-regulations

 

"If you withdraw from the holiday contract, or where the organiser cancels the holiday for any reason other than the fault of the consumer, then Regulation 13 gives you the following implied rights:

to take a substitute package (if available) of equivalent or superior quality

to take a substitute package of lower quality (if available) and to recover from the organiser the difference in price between the price of the package purchased and that of the substitute package

to have the purchase price repaid as soon as possible

 

You would also be entitled to compensation in addition, if appropriate. For example, kennel fees, clothes bought for the holiday, suntan lotion etc. provided you can show that these costs were genuinely incurred, they could, in principle, be recovered."

 

Thanks for posting. I hope the UK resident cruisers affected read your post.

 

Annie

[halos]

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 hope they do the right thing too. We have had cruises cancelled out from under us on two different lines (both in the same year, unfortunately!!)

NCL is my favorite cruise line, however when they pull a cruise out from under you, they do a crap job of making you happy afterwards. RCI on the other hand???? Let's just say a HUGE difference in how they treat people they pull cruises from (at least in our experience)

 

I really hope everyone has a good outcome from this.

Good luck :)

[Brits 2006]

Not necessarily. Under the Package Travel Regulations Act 1992, a traveler may be entitled to additional compensation for expenses beyond just the refund of the amount paid, if those expenses were incurred specifically for the trip.

 

Now in order to collect one would have to file a claim with the appropriate entity and I suspect that potential damages would only be actual loss. In these cases airline tickets, even those not purchased through the cruise line, would be considered to be items purchased specifically for the trip. Now if they can be and are repurposed the claim would only be for actual loss of value, such as the change fees.

 

The following paragraph is from http://www.which.co.uk/consumer-rights/regulation/package-travel-regulations

 

"If you withdraw from the holiday contract, or where the organiser cancels the holiday for any reason other than the fault of the consumer, then Regulation 13 gives you the following implied rights:

to take a substitute package (if available) of equivalent or superior quality

to take a substitute package of lower quality (if available) and to recover from the organiser the difference in price between the price of the package purchased and that of the substitute package

to have the purchase price repaid as soon as possible

 

You would also be entitled to compensation in addition, if appropriate. For example, kennel fees, clothes bought for the holiday, suntan lotion etc. provided you can show that these costs were genuinely incurred, they could, in principle, be recovered."

 

Thanks for the info I will look into this.

 

NCL have started to listen to us now especially as we have advise them that we have reported this to ABTA, ( Association of British Travel Agents), who if they find in our favour will fine them too.

 

I will keep you posted, NCL still don't know when they will be able to start making the switch to the new cruise for those you want to do this.

[Brits 2006]

Quick update phoned NCL who still haven't got the new cruises loaded yet. They can't give an exact time but hope it will be by Friday. My advice would be for you to contact them now and tell them of your requirements so theses can be noted on your booking. They advised me they would then call to confirm as and when it becomes available.

 

Good luck.

[firegal2539]

I thought I would post an update. The two Panama Canal cruises were to be open for booking of the passengers whose Mexican cruise was cancelled, yesterday. I called and they weren't open yet. I just got off the phone with a casino supervisor and NCL is waiting for confirmation from all of the ports on the itinerary. They haven't got confirmation on any of them yet. Why would you cancel a cruise and offer two others when you don't have the itinerary set in stone. I explained that the letter from Ms. Ewart states they will cancel all booked Mexican cruises on October 2, 2016 and we lose our money. The supervisor said she is trying to find out sometime today what is going to happen, will they get the itinerary approved or offer two different cruises and since the cruises will be cancelled will they change the cancellation date. She promised me she would call me sometime today to tell me what she found out. I am becoming more and more upset about this.

[Brits 2006]

I thought I would post an update. The two Panama Canal cruises were to be open for booking of the passengers whose Mexican cruise was cancelled, yesterday. I called and they weren't open yet. I just got off the phone with a casino supervisor and NCL is waiting for confirmation from all of the ports on the itinerary. They haven't got confirmation on any of them yet. Why would you cancel a cruise and offer two others when you don't have the itinerary set in stone. I explained that the letter from Ms. Ewart states they will cancel all booked Mexican cruises on October 2, 2016 and we lose our money. The supervisor said she is trying to find out sometime today what is going to happen, will they get the itinerary approved or offer two different cruises and since the cruises will be cancelled will they change the cancellation date. She promised me she would call me sometime today to tell me what she found out. I am becoming more and more upset about this.

 

Thanks for the update. I'm very interested as to what you will find out.

[bellevuemountain]

What is going on with this new NCL?

 

It's ok to cancel a cruise but they should honor the perks given. But that is just my opinion. I totally agree with OP - the perks should follow.

 

I found galensgrl observation to express my exact thoughts about my last cruise.

 

You are right about cruise lines keeping their loyal customers happy. DH and I had several wonderful cruises with NCL. Good times, lots of fun, NCL was our cruise line. Then our last cruise left a lot to be desired. A lot of things were just "off." When we very nicely let our concerns be known, we were treated very poorly. The attitude was pretty much like "Oh well, you get what you get and there's nothing we can do about it." The staff on the ship seemed very stressed out and unhappy, blatantly so. There was obvious tension among some of the staff...

 

It was a very weird and unhappy atmosphere on that particular cruise. Oh, and the food wasn't good, even in the pay restaurants. So that cruise alone put us off from NCL..

 

After that we decided we were going to try other cruising options.

 

Lorie

 

Well said!

 

Will keep on reading the post for final outcome to OP's request. Good luck!

[firegal2539]

Harriet,

 

I am sorry you are having so much trouble with your posts. Perks are perks and when I book a cruise I always look at what the cruise line or travel agent is giving me for perks and I count it in as money I spent. Nobody will agree but it is money I would have paid if it wasn't put in by the cruise line or agent.

 

Today, I heard from NCL again. I, too, like Harriet, was very nice when I called and emailed Vivian Ewart. I figure you get more of a response by being nice. This time I did get mad. I am losing my air fare of $350 because NCL can't get the two Panama Canal sailings set up so the passengers that have been cancelled can book the cruise. I am told that the date for NCL to cancel all Mexican Riviera cruises has been moved from March 2 to March 16, (that is the date that NCL will refund all monies paid on the Mexican cruise), so if I can book the Panama cruise they will pay for the air changes. But the woman I have been speaking with said that March 16th isn't set in stone and could possibly be moved again or NCL might just cancel the cruises and refund the passengers money with the only offer being that we all book a brand new cruise at today's price, no cruise fare will be protected. That is why I am angry. I have three more cruises on NCL and I am thinking of cancelling two of them because I haven't bought air for them and I don't want to go through this again.

 

Everyone is upset about the cancelled cruises. We aren't the only ones, the woman from NCL said there are cruises to the Mexican Riviera in 2017 that they have cancelled, approximately a total of 8 cruises.

 

Candie

[littlelulu01]

Seems like the only area that has not been severely affected with all these cruise cancelations and redeployments is Alaska.

 

Either the teams who come up with these itineraries are woefully inadequate and costing NCL a fortune or its a calculated move to dump old pricing and perk bookings.

 

NCL has canceled and redeployed an enormous amount of cruises since August, 2015.

 

The idea that a cruise booking would be canceled used to be far fetched and not on most people's radar. Now it's the norm with NCL.

 

"Sorry about your vacation. Here's 50 bucks per cabin obc should you wish to try us again at our new higher priced alternative, minus the perks we gave you" Doesn't seem like an earnest attempt at retaining a customer.

[Sotermarler]

Any idea on why they canceled all of these Mexican itineraries? Zika? Violence in Mexico? Not popular itineraries?

 

 

Sent from my iPhone using Forums mobile app

[sjbdtz]

Seems like the only area that has not been severely affected with all these cruise cancelations and redeployments is Alaska.

 

Either the teams who come up with these itineraries are woefully inadequate and costing NCL a fortune or its a calculated move to dump old pricing and perk bookings.

 

NCL has canceled and redeployed an enormous amount of cruises since August, 2015.

 

The idea that a cruise booking would be canceled used to be far fetched and not on most people's radar. Now it's the norm with NCL.

 

"Sorry about your vacation. Here's 50 bucks per cabin obc should you wish to try us again at our new higher priced alternative, minus the perks we gave you" Doesn't seem like an earnest attempt at retaining a customer.

 

 

Or, could it be that they had a change in management?

 

 

 

.

[All-ready2cruise]

Any idea on why they canceled all of these Mexican itineraries? Zika? Violence in Mexico? Not popular itineraries?

 

 

Sent from my iPhone using Forums mobile app

 

This is what I'm interested in as well, why all these cancellations?