NCL phone customer service.

[SeaShark]

15 minutes ago, Jac199 said:

She is actually a great agent and responds immediately to my emails. The first time she tried to contact NCL, the hold was over 6 hours. The NCL rep told her all spa club balconies were sold out. She had to go back to them 3 times to get a straight answer.

 

That really doesn't clear things up the way you might think it does. Think about it this way: If she asked a question and got an answer, then why did she go back THREE more times looking for an answer? Did she think (and why) that she was being lied to? Did she think that by asking the same question multiple times that it might result in a different answer? Did she not know the proper contact person and so had to keep calling back to find the right one?

 

Also...a TA can see full and complete cabin availability on a sailing (unlike you or I) they would have no reason to call to inquire on cabin availability...they can see this for themselves. If it were me, (and it isn't) I might start to wonder why my TA was telling me things that just don't make sense and just raise additional questions. IMHO, a good TA takes responsibility for their actions and doesn't try to defect like this. So what that you were on hold for over 6 hours...that is your job...you don't need to dump this on your client.

 

Then again, I don't see a lot of "NCL" in your posted cruise history. Perhaps your TA isn't really familiar with NCL and how they work...who knows?

 

Again, why is it that some people never have issues with their bookings while others have all kinds of weird issues? There has to be a reason...

[tombli]

So today I tried again to book pre-cruise hotel, on hold for only 10 minutes, agent says your PCC can handle that. I said my PCC referred me to the reservations line. Agent tried to transfer me to PCC, said he's not answering (surprise, he never answers me but nearly always calls back right away using their caller ID I guess) so send me to PCC "backup" who books my hotel in less than a minute.  Well, mission accomplished!

[StolidCruiser]

On 6/19/2022 at 11:20 AM, SeaShark said:

Again, why is it that some people never have issues with their bookings while others have all kinds of weird issues? There has to be a reason...

 

I ask myself this very question whenever I read one of these "horrible customer service" rants.

 

Perhaps not having experienced the frustration diminishes my ability to commiserate.

[JTBCruiser]

I called NCL customer service 2 nights ago and had message of approximate wait time of 5 minutes. Instead of staying on hold it prompted me to enter my name and call back number. I was pleasantly surprised in getting a call back within minutes. I found the agent to be very helpful and friendly. She answered all my questions regarding OBC and told me she would forward a note to quickly process my request. I received OBC within 48 hours of uploading the proper documents. 

[btc1951]

On 6/15/2022 at 10:02 AM, SeaShark said:

The comments on "being on hold" and "waiting for a call back" would seem to indicate that someone is simply calling the 1-800 number looking for help from whatever random agent the call is routed to.

 

What everyone should be doing is calling the person who booked the cruise (whether that be your Travel Agent or your NCL PCC) directly. When I call my PCC, if my call isn't answered, it is because the PCC is on another call and they promptly call me back when available. The TA or PCC is invested in the booking and really should be your POC to get anything done.

Our Personal Cruise Consultant is also a Group Specialist, as we are part of a group. I have had to call a couple of times and leave messages. I'm lucky if she gets back to me in several days. This is not the type of customer service I expect and its disappointing. 

Edited June 29, 2022 by btc1951

[btc1951]

9 minutes ago, btc1951 said:

 

Our Personal Cruise Consultant is also a Group Specialist, as we are part of a group. I have had to call a couple of times and leave messages. I'm lucky if she gets back to me in several days. This is not the type of customer service I expect and its disappointing. 

 

9 minutes ago, btc1951 said:

 

 

Edited June 29, 2022 by btc1951