Past guest offer. How to ensure two extra points are applied to my reservation?

[lixogab]

On 9/29/2021 at 6:25 PM, zerooveride said:

I finally got a response back from Jolle Brito, Senior Director Guest Relations, that now says that the sailing wasn't eligible. Neither the Terms and Conditions or the Offer e-mail says this. It actually says 2021 Sailings and does not list any exclusions. Plus I know of individuals on my sailing that DID get the bonus points. I am just blown away by excuse after excuse that they keep coming up with not to honor it. I prove one assertion wrong, then they come back with a different reason . . . 

I’m working for a big IT company, so looking from that prospective …

The error could happen during the booking: the system failed to add the LATDBLX to your reservation, or in the middle: some glitch triggered the removal of the code,  or it could happen when processing the point after the cruise, meaning that you do have the code in your reservation but the system failed to process it.

You can check it by verifying the promo codes on the original reservation confirmation letter you got and, if you had modifications, all other  confirmation letters you got.

What really surprised me is the last response you got.

For a Senior Director there should be no issue at all to give you the points regardless if you are right ot not. The value of those points for NCLH  is less than the time they spent on denying you the points.
The only reasonable explanation that comes to my mind is that the NCL system simply doesn’t allow manual override so even Del Rio can’t fix it now.

 

[reeinaz]

Well here’s something interesting. Maybe most of you are already aware of it. But I just completed my 1st NCL cruise and my latitudes account now reflects that I am bronze. I made a payment on a previously booked cruise using my remaining FCC that are expiring this year. When I received my confirmation, I saw that I received the latitudes offer that was valid at the time of my booking in May (latdblx). I went and made nominal $20 payments on other cruises and received the appropriate promo code on my invoice for whatever latitude promo was running at the time. We’ll see if they stick. But I was surprised to see them applied retroactively. 

[ChiefMateJRK]

4 minutes ago, reeinaz said:

Well here’s something interesting. Maybe most of you are already aware of it. But I just completed my 1st NCL cruise and my latitudes account now reflects that I am bronze. I made a payment on a previously booked cruise using my remaining FCC that are expiring this year. When I received my confirmation, I saw that I received the latitudes offer that was valid at the time of my booking in May (latdblx). I went and made nominal $20 payments on other cruises and received the appropriate promo code on my invoice for whatever latitude promo was running at the time. We’ll see if they stick. But I was surprised to see them applied retroactively. 

That’s funny.  NCL’s computer systems provide us with many great unknowns.  It sounds like you came out pretty good!   My upcoming triple points cruise will get me to 77, which is three short of the eighty advertised for platinum, but often rumored to get folks platinum if they were in the program for many years.  I’ll soon find out!

[tinkr2]

On 10/2/2021 at 5:51 PM, ChiefMateJRK said:

I don't understand this.  The "surefire" way is to check your invoice and see the "LATDBLX" promo code listed.

Are you just arguing for the sake of argument? Yes you can certainly check invoice also.

[ocdb8r]

On 10/5/2021 at 9:55 PM, lixogab said:

I checked the web archive but it’s not there.

( It has Jan-Mar offer and some older). 
Please check if you have the original invoice they sent you. The .pdf should mention all Promo codes you got.

If the additional points is not there then you out of luck regardless if the offer was active when you booked it. 
 

What if you don't have an invoice from NCL?  Booked via TA and only have their invoice, which has no promo codes listed...

[julig22]

1 minute ago, ocdb8r said:

What if you don't have an invoice from NCL?  Booked via TA and only have their invoice, which has no promo codes listed...

TA should be able to get you a copy.

[Melody7]

On 9/23/2021 at 7:56 AM, aubreyc1988 said:

It is my understanding that LATDBLX is 2 points per night, and LATREW is 1 point per night. I only have recent experience with the triple points, but one would think for double points you would see LATDBLX. 

This screenshot of an invoice was for my 9/4 sailing, and I indeed got triple points. 

 

Is there somewhere to see these codes in the app or MyNCL? I booked through a travel agent and his invoice does not have any codes on them!

[ChiefMateJRK]

13 hours ago, tinkr2 said:

Are you just arguing for the sake of argument? Yes you can certainly check invoice also.

Are you?  I'll stand by the point that the only "surefire" approach is to confirm that the correct promo code is listed on an NCL issued invoice.

[aubreyc1988]

6 hours ago, Melody7 said:

 

Is there somewhere to see these codes in the app or MyNCL? I booked through a travel agent and his invoice does not have any codes on them!

They way they appear on the invoice is different if you booked via a TA but your TA does input the codes when creating the invoice, that is my understanding 

 

 I asked my TA if he inputted certain NCL codes and he was like “wow, I didn’t know that was the code for double points” and he added it on, it wasn’t on there previously so I am glad I checked. On my invoice from my TA the included offers are listed out in long form, but if I book with NCL they are spelled out AND the codes are on the upper right hand corner of the invoice

 

 

so definitely run these codes by your TA, doesn’t hurt 

Edited October 9, 2021 by aubreyc1988

[aubreyc1988]

18 hours ago, julig22 said:

TA should be able to get you a copy.

Unfortunately I asked my TA for this and said he was unable to get me an invoice that came directly from NCL, could only give me what this agency puts together for their clients 

[julig22]

27 minutes ago, aubreyc1988 said:

Unfortunately I asked my TA for this and said he was unable to get me an invoice that came directly from NCL, could only give me what this agency puts together for their clients 

Interesting.  My TA has sent them to me in the past if I asked- I don't know if they had them on file or if they had to contact NCL to get it.

[aubreyc1988]

2 hours ago, julig22 said:

Interesting.  My TA has sent them to me in the past if I asked- I don't know if they had them on file or if they had to contact NCL to get it.

Well I feel like it’s probably dependent on what the agency wants to give you too! I normally book via Casinos at Sea, but sometimes when I don’t have a comp or sailing with someone who doesn’t gamble, I’ll book with a TA, and I find them all to be wildly different in the way they do things. I mean, it surely doesn’t hurt to ask and get an NCL one from a TA if you can, easy to verify the codes that way 

[julig22]

11 minutes ago, aubreyc1988 said:

Well I feel like it’s probably dependent on what the agency wants to give you too! I normally book via Casinos at Sea, but sometimes when I don’t have a comp or sailing with someone who doesn’t gamble, I’ll book with a TA, and I find them all to be wildly different in the way they do things. I mean, it surely doesn’t hurt to ask and get an NCL one from a TA if you can, easy to verify the codes that way 

This is why I always do a mock-booking first (book online with a courtesy hold) - then I get an invoice from NCL.  At that point I can call my TA and give them the reservation # for them to complete,  pay a deposit and transfer the reservation to the TA (within 30 days, if your TA will accept assignment), or just have your TA complete a new booking (if you want to see the "true" NCL invoice amount vs what your TA gives you, need to do the same day).

[NikiPinkston]

On 9/23/2021 at 7:56 AM, aubreyc1988 said:

It is my understanding that LATDBLX is 2 points per night, and LATREW is 1 point per night. I only have recent experience with the triple points, but one would think for double points you would see LATDBLX. 

This screenshot of an invoice was for my 9/4 sailing, and I indeed got triple points. 

 

On 9/23/2021 at 1:56 PM, BirdTravels said:

On our August 7th cruise, Guest 1 (The Bird) got three points per night. Guest 2 only got one point per night. The Bird submitted a "missing cruise" inquiry from the cruise history screen for Guest 2 and the two additional points were added after a couple of weeks. 

 

So, it was more that the system is still not set up correctly (a mistake) vs. not honoring the three point deal. (Guest 1 and Guest 2 are both Platinum Plus latitude members (with no hope of ever being an ambassador 😄)).

@aubreyc1988 & @BirdTravels, Would you be comfortable telling me when you booked your August & September Encore cruises?  I've been corresponding with the Latitudes Dept. because we did not receive the promised triple points for our 8/14 cruise, and their latest email to me states that the promo didn't START until 7/1, but they told @zerooveridethat it ENDED 7/1!  (We booked in June.)  Thank you!

Edited October 13, 2021 by NikiPinkston

[aubreyc1988]

48 minutes ago, NikiPinkston said:

 

@aubreyc1988 & @BirdTravels, Would you be comfortable telling me when you booked your August & September Encore cruises?  I've been corresponding with the Latitudes Dept. because we did not receive the promised triple points for our 8/14 cruise, and their latest email to me states that the promo didn't START until 7/1, but they told @zerooveridethat it ENDED 7/1!  (We booked in June.)  Thank you!

I know the TRIPLE sale started on the first week of July.  When I initially booked early August 2021, I had the double points promo. Final payment was like the day after the triple points sale begin, so I was able to call into CAS and have my promos changed. I know for sure it started first week of July because I was doing jury duty and I vividly remember seeing the sale and called CAS during my lunch break. 

[NikiPinkston]

5 minutes ago, aubreyc1988 said:

I know the TRIPLE sale started on the first week of July.  When I initially booked early August 2021, I had the double points promo. Final payment was like the day after the triple points sale begin, so I was able to call into CAS and have my promos changed. I know for sure it started first week of July because I was doing jury duty and I vividly remember seeing the sale and called CAS during my lunch break. 

Thank you, Aubrey!  At least now I know that we weren't eligible, but it sounds like @zerooveridewas!  Hopefully, they can get their triple points now.

[zerooveride]

5 hours ago, NikiPinkston said:

Thank you, Aubrey!  At least now I know that we weren't eligible, but it sounds like @zerooveridewas!  Hopefully, they can get their triple points now.

The last response that they sent me was a list of "eligible" cruises for the promo. Below is the chart of Encore cruises they say are the ONLY ones in 2021 that are eligible. As you can see they claim that the first Encore to allow double/triple points isn't until the 11/21/2021 sailing out of Miami. So what Joelle Brito (JBrito@ncl.com if anyone would like to talk with her) is saying is that NONE of the Alaska sailings on the Encore were eligible for bonus points.

 

I really don't think I'll ever cruise with NCL again, just out of principal. They come up with one story and then when I show proof otherwise they have a new story. I guess NCL just doesn't care about their customers. 

 

 

[NikiPinkston]

12 hours ago, zerooveride said:

The last response that they sent me was a list of "eligible" cruises for the promo. Below is the chart of Encore cruises they say are the ONLY ones in 2021 that are eligible. As you can see they claim that the first Encore to allow double/triple points isn't until the 11/21/2021 sailing out of Miami. So what Joelle Brito (JBrito@ncl.com if anyone would like to talk with her) is saying is that NONE of the Alaska sailings on the Encore were eligible for bonus points.

 

I really don't think I'll ever cruise with NCL again, just out of principal. They come up with one story and then when I show proof otherwise they have a new story. I guess NCL just doesn't care about their customers. 

 

 

That is really shady, especially since we know that other August Encore passengers received triple points.  Latitudes Support first told me the same thing, that voyages before 11/2021 weren’t eligible and then, when I persisted, they said that the promo wasn’t available “until July” (we had booked June 24).  I’m certain that our PCC had told me that we'd receive triple points when I booked with him.

From Latitude Support’s latest reply: “We received your email and would be happy to assist you. We have reviewed your booking and the available promotions. At the time that the booking was made, the promotion "Latitudes Rewards Members' Offer" (code: LATDBLX) was not an available promotion. It did not become an available/active promotion until July 2021.”

I don’t know if you’ve given up at this point, but this might help your case.  Good luck if you do, and let me know if I can help.

BTW, when they weren’t responding to my emails, I copied hsommer@ncl.com and vicepresidentguestservices@ncl.com & that got a reply.

We really like the vibe on NCL, but this is definitely testing our loyalty.  At least I now know what code(s) to look for on our invoice in order to avoid this problem in the future.

[ChiefMateJRK]

3 hours ago, NikiPinkston said:

they said that the promo wasn’t available “until July” (we had booked June 24). 

It was also available prior to May 31.  I made several bookings during that promo that show LATDBLX on my NCL issued invoices.  I believe that June was the "dark" month for the promo.

[HuliHuli]

On 9/23/2021 at 6:50 AM, Acruzaholic said:

How do you confirm double points when booked thru a big box travel (cxxstco) and you don't see/get an actual NCL invoice.  

That TA does not reflect the extra points on their confirmation documents unless you press them to do so.  You can always ask NCL for an Amenities Confirmation.

Edited October 14, 2021 by HuliHuli
typo

[NikiPinkston]

2 hours ago, ChiefMateJRK said:

It was also available prior to May 31.  I made several bookings during that promo that show LATDBLX on my NCL issued invoices.  I believe that June was the "dark" month for the promo.

Just my luck! Oh, well, lesson learned.

[lixogab]

5 hours ago, ChiefMateJRK said:

It was also available prior to May 31.  I made several bookings during that promo that show LATDBLX on my NCL issued invoices.  I believe that June was the "dark" month for the promo.

I didn’t clean my mailbox for long time so I still have the June Latitudes promo email. One additional point in June.

[lixogab]

Here it goes. Now, the email had  “June 2021” on the top left corner, but it’s not part of the image!

 

The email has this link. Hope it works
 

http://x.email.ncl.com/ats/msg.aspx?sg1=0dbd702c0ebdde62e77ab9b0fc0c0013f7af3c6364d13a236374d5abcb747d8f&type=family&type=notcn&type=notfcc&cheetahid=5000007741636&mi_u=5000007741636&cid=EM_MKL_LTM_PGU_EML_web_EML_LATOFF_LAT060521
 

 

 

Edited October 15, 2021 by lixogab

[NikiPinkston]

1 hour ago, lixogab said:

Here it goes. Now, the email had  “June 2021” on the top left corner, but it’s not part of the image!

 

The email has this link. Hope it works
 

http://x.email.ncl.com/ats/msg.aspx?sg1=0dbd702c0ebdde62e77ab9b0fc0c0013f7af3c6364d13a236374d5abcb747d8f&type=family&type=notcn&type=notfcc&cheetahid=5000007741636&mi_u=5000007741636&cid=EM_MKL_LTM_PGU_EML_web_EML_LATOFF_LAT060521
 

 

 

Thank you, @lixogab! I really appreciate that.  When I click on the link, it does show "June 2021," so tomorrow I guess I'll go back for round three. It's certainly worth a try.  You rock!

[ChiefMateJRK]

I thought we were talking about the two additional points promo.