Satisfaction with NCL Cruise Consultants

[Cb2534]

I am wondering what kind of experiences you have been having if you utilize a NCL cruise consultant.  I engaged with one for the first time last fall when Norwegian was cold calling people and encouraging them to book cruises so that their cruise next certificates would not expire (that was before the latest extension).  I decided to stay with this person with a recent booking because my long term travel agent had retired.   I have become very frustrated with the lack of response to my emails and phone calls.   There was a price drop on our cruise and I immediately emailed my consultant with no subsequent response and now seem to have missed out on this opportunity.   Is there a way to call and request a different representative?  At this point I don't know if it's even worth it or allowed.    Final payment is coming up and there are a few things I need clarification on.    General NCL customer service just tries to refer me back to this person.    Very frustrating. 

[JamieLogical]

I have been very happy with my PCC overall. She has been infinitely patient through all of the cancellations, FCC issues, price drops, perks changes, etc. She is usually very quick to respond as well. If NCL's general customer service is just referring you back to a PCC you are unhappy with, may try explaining your frustrations and asking them about being assigned a new one?

[RumRunner2021]

45 minutes ago, Cb2534 said:

General NCL customer service just tries to refer me back to this person.    Very frustrating. 

I've never experienced this.  I just call the main reservations number if/when I need help and they're always very helpful.

[CarolinaMamma]

I hear that sone of them are good, but I was underwhelmed with mine. I felt I knew more about the ship and logistics from my time on cruise critic than she did. And she keeps calling my teenage son to try to sell new cruises, despite my repeatedly telling her that my number was the “primary” one.  She’s always going on about the “30% off,” even after I’ve told her that means nothing, because NCL is always running the same “30% off” sale. I’ve asked if she will contact me if the Haven drops to x price on x date, and she’s not willing to do the work. She’s like “feel free to call me and check prices anytime.” 
 

I decided to book my upcoming cruise with a travel agent who I felt had earned my business by doing very informative YouTube videos about the NCL ships.  He’s actually sailed on the ships and was able to give my good cabin advice, plus am OBC above what NCL would give me. 

[casofilia]

 @Cb2534

 

Go to NCL.com and then scroll to the bottom and click on Contact Us.   Then use the "Contact a Guest Relations Department" "Before you cruise" tab.  NOT the email address which will get diverted straight to your PCC.

 

Lay out your complaint and request clearly.   HTH

 

[kdmbluerzr]

I have had super good luck with my PCC. I have used him for years. When I call him to book a new cruise or ask questions regarding an exsisting reservation, he is always very helpful and goes above and beyond to find ways to reduce price for me as well as book us into a more desireable location on the ships for the balcony staterooms we like. He was exceptional during all the cancelled cruises and FCC, Cruise Next Certs, etc. He is always quick to return my calls. Everyone needs a great PCC like this. Makes a difference. 

[casofilia]

We were on the ill fated Spirit cruise to South Africa in 2020 and had a fabulous PCC who really worked hard for us for the 6 months we were battling to get everything sorted; long story!!   She left when she had it finished and we were given someone else.   

Seems to be quite efficient in dealing with questions and bookings that are straight forward.   However he walks the company line when it comes to my "bucking the system" unlike the previous one.   

Lately I went above his head over something and he was "forced", I imagine, to back down and agree to deal with my request; it was sorted to by advantage.    I am sure that he was "forced" into doing it so someone further up the chain of command didn't have to "lose face".

[saltsandknit]

I have an excellent PCC he is very knowledgeable, loves to cruise and keeps us up to date on everything. He notifies us if there are changes and he’s very honest about what is going on.

[ShelleyQT]

How do you get a PCC?  I've always just called the reservations desk and set up the cruise with whomever answers.  Is there some special program you sign up for to get assigned to a PCC?

 

[JamieLogical]

10 minutes ago, ShelleyQT said:

How do you get a PCC?  I've always just called the reservations desk and set up the cruise with whomever answers.  Is there some special program you sign up for to get assigned to a PCC?

 

 

After my first cruise, we were just assigned one I guess? Got a mailing with her business card in the mail after we got home.

[STARFISH*4]

Have had so many since the begining.   Get one we like and seems they are gone in a year or so.   In the begining our PCCs were better I feel and now days I don’t see that-not our experience with them anyway.

[Named-Tawny]

I've been generally unimpressed.  I've tried using him a few times - because might as well let a human get credit for things, right?

But he refuses to connect with me in ways that work for me.  I ask for prices and ideas over email, he insists on a phone call.  *sigh*.  If I wanted to call, I'd call a TA.

So, in the end, it's a couple of emails, he can't/won't do anything to help, and I just book it myself on the NCL website.

[ClevelandCruisin]

Just not for me. You have to do everything through them to book anything,  change anything. We like doing the booking on our own. Just our preference. 

[Lvntrvl]

I am NOT impressed with the PCC that we currently have. The price appeared to have dropped on our Dubai to Cape Town cruise in December 2021. I took a screen shot of the offer and immediately called her and had to leave a message. When she didn’t call back, I tried to rebook it on the NCL site on my own and got the original price without my 10 percent credit from a previously cancelled cruise. She finally called me back a WEEK later and basically said that offer was no longer available. I thought that booking with NCL directly would be a plus, but not so sure at this point.

 

 

 

 

[Goldconnection]

So sorry to hear the lack of service provided by some PCC. Our PCC has been great. He is always on point with returning phone calls and responding to emails. If I spot a drop in price I can contact him on his cell and he will make the adjustment. He actually encouraged me to use his cell if he does not answer the NCL number. Not sure if the cell is his private line or is issued by NCL and I really don’t care as long as I continue to receive great service.

[Trimone]

Timothy is first class 

[4774Papa]

Our favorite was Gida Rodriguez and she was the best.  She is not there anymore.

[SouthLyonCruiser]

Like many things in life going in 'cold' you may be buying a 'pig in a poke', you wont know what your are getting.

I have been using the same travel agent for 20 years and am happy with the results.

When she retires I will ask her for a referral.

The same should apply for you; either get a PCC or travel agent referred to you by a friend or relative and go with that. Nothing like a good referral for good results.

[complawyer]

i had been previously satisfied with my consultant, but lately, i feel that they (gender not mentioned) are not working in my best interests, or just dont care. i admit to being very anal, so i check the prices at least twice a day. we currently have 4 cruises booked. i am on the getaway this nov in a 2 bedroom.  yesterday i noticed the price went down almost $400 per person. i wasnt contacted  and i called my pcc.  i was able to get the price lowered by $1000. 

 

also, i called casinos at sea and was advised we had a free cruise certificate. again, something i found on my own.  while i commend my pcc as being knowledgable when i call, i almost always have to relate my findings, rather than the other way around.

 

i think from now on, i'll just contact casinos at sea.

[yankprintster]

I used to use a travel agent, but like one of the previous posters, she retired about two years ago so we've been using a PCC now. I say it's mixed.

 

My biggest issue is the PCC we have refuses to put anything in email, do any business in email--she only will talk on the phone.  I really hate using the phone.  I like to see all the details and options spelled out so I can think about things. When so email her a question, even a simple question, she calls me back.  This is the total opposite of my former travel agent whom I never spoke to one the phone except one time during a ten year period due to an emergency.

 

The good thing is the PCC is incredibly responsive.  Usually she calls back just minutes after an email, or first thing in the morning if I send her an email late at night.  Also, when the extra 2 latitude point promotion was going on, I had not heard about it, and she called me and asked if we wanted to switch our existing bookings over to the new promotion.  We were able to do it (and the price on one of the sailings even came down by quite a few hundred dollars).

[Old & Retired]

People, do your own research and educate yourselves.  You will get faster and much more accurate answers on these boards than you will get from any NCL pcc.  The vast majority of them are worthless like the vast majority of their phone reps.  Once you are up to speed, go through a reputable TA and you will save lots of money and get perks that you CANNOT get using a PCC.  Booking with an NCL pcc will get you NOTHING extra, nada.  The booking is the exact same as if you booked it on the NCL website.  Going through a TA, most of them add lots of extras that NCL cannot and will not.

[julig22]

In the past, I've used an "online" TA because they gave me a 5% rebate and they were willing to go to bat for me with a changed itinerary/cancellation (pre-covid), although I ultimately contacted NCL to negotiatiate a resolution.  I normally booked via the website, then transferred the reservation, and kept track of price changes, etc. - and they took care of making any changes for me.  But they never reached out with price adjustments, etc.

 

A few months back, I had a NCL PCC cold-call me and that relationship has been good so far, although I'm finding that if I've made multiple requests, I need to make sure that it all gets done.

 

7 hours ago, Old & Retired said:

Booking with an NCL pcc will get you NOTHING extra, nada.

I usually travel solo and it seems the only way to get info regarding solo discounts is through a PCC.  I think there used to be a link but try as I might, I'm no longer able to find the info any other way.

[HowardK]

I had a good one from 2011-2013 but then around 2014 or whenever I wanted to upgrade to a balcony and they didn't know how to do it so tried to talk me out of it so I just called back.

I prefer to use the website only, and only call when I am upgrading a week before. 

[Huntingdon1701]

Not great. His number got disconnected (seriously!) and he didn't respond to emails. Cruises I'd booked through him could not be handled by the main call centre - they had to email him and I had to wait until he responded. 

 

He was very nice and helpful when I did speak to him, but it was too convoluted. At the end of the day, I value having my query dealt with immediately by whoever answers the phone. That means I book on the website myself and then can deal with whoever I call. I now know enough about NCL's operations (12 cruises) to be able to challenge them if they say something obviously wrong (rare) or call again if I get an operative beyond help. It's still better than dealing with the PCC. 

 

You do get some perks through dealing with a travel agent, but in the UK they're limited and come with additional cancellation and change penalties which more or less cancel the benefits out. I like flexibility most of all, and I get that by managing the booking myself and dealing with whoever answers the phone. 

[bkrickles1]

I've been very happy with my pcc too.

All I really ask for is responsiveness and I've gotten that with the one I'm working with since 6/16.

I booked the Joy for 1/15/22 out of Miami on 6/16/21 for a reasonable fare with all the perks, including airfare. The fare was similar to what I paid in January 2020 for the Encore and that's ok with me.

I'll do a mock booking almost every week to check my pricing and 3 times, since I booked, I noticed the price was less.

I emailed my pcc each time and within 24 hours she not only responded but had already adjusted the price and sent me the confirmation.

I'm ok with finding the information myself. I just want someone to get back to me in a reasonable time with a confirmation or answer to what I find and my pcc has done that.