NCL Service? Just got a bad taste

[Checkmate1955]

Just blew up that theory - I just went back into my pre-registratiion for Feb. that was listed complete and updated info. The NCL lock out myth is busted:D Once you get very close to sailing they do in fact shut down and lock you out of the online registration.

This is a great example of what is being said... I spoke with the ncl rep and they told me why I could not go back in... You were able to go back in and I was not... Nothing is consistant with NCL and everyone is not treated the same...I can only repeat what was said to me... It was three weeks before my cruise... I understand that under 2 weeks this would be normal to be locked out of the pre reg form....:)Is it possible that some CC'ers are using the old NCL web page and others the new web page....? I understand that you are able to view available rooms on the old site but not on the new site....

[Cruisemom39]

If the regular 800 number is not a place for general questions or assistance with existing reservations (thru TA or not), then why not say so up front? On the phone i mean, instead of giving attitude to a customer that they are wasting their time (i.e., I'm not going to make any money off of you, so I won't use my pleasant tone), why cant they say "I can't help you but here's a number for general questions...."

 

ABSOLUTELY! The customer should not have to discern who is/is not a commissioned sales agent prior to asking a question. If a phone# is listed as "customer service" is it just that - customer service. Unless NCL is redefining customer service. I have worked in a call center for a major airline and am currently a travel agent - so I have seen both sides of the issue. However, there is no excuse for lack of professionalism toward the passengers who ultimately pay your salary/commission. Not everyone is a seasoned cruise traveler, but that doesn't mean they should be treated in a substandard manner for asking routine questions. Some of the posters on this topic are a little harsh.

[Cruisemom39]

And OP - you are not alone on this issue of inconsistent customer service with NCL, as other posters have mentioned. Just this week I have been going back and forth with the on-board credit with the current promotion. Booked pax inside, got $25 per cabin. Changed to outside cabin the next day and before deposit, should get $50 OBC. So far I have gotten three answers ($25, $50 and no credit at all) on three different calls. I obviously jumped on the $50 agent and took her name. But why the lack of knowledge of the promo? They are certainly making me earn my commission here - in reality, just wasting my time. We should not have to employ the "best of three" technique when seeking an answer.

 

BTW - I love the NCL experience onboard. And I will endure what is necessary for the benefit of myself and my clients, as I believe in the product. But what the he**......

[samtig]

Sorry you had a bad experience with customer service. They really need to work on it. The reward for putting up with this is going to be a fun cruise with great service on board. Going on our 3rd NCL cruise soon and the service was very very good on past cruises. Have a great time!

[Gypsea]

as an agent I have to call cruise lines many times in a day so here are a few tips that work for me.

 

1) As most cc members know the cruiseline agents don't want to deal with a customer if they have a travel agent. This is policy and protects the client and the cruiseline too. It seems like a dumb rule but it is the way this has been set up and it has worked for decades.

 

2)That said if you have a question you'd like an answer to just ask as if you are not already booked but curious about policy or protocal for a specific item, for example, the wine package. You will be courted if it is not known that your decision is already made.

 

3)At the end of this informative call they will offer their extension should you wish to reserve at a later date. You may even consider saving it if they are helpful.

 

4)My advice to any person who needs to deal with a company with a call center is this: if you aren't connected to a professional, knowledgable and helpful associate simply hang up and redial. You will hear a different voice on the line when you do. I do this when I call the mass market cruise lines(and even my credit card company). Sometimes I am connected with a new agent, a tired agent or someone who is just having a bad day. If this happens it can take 20 minutes to do something that should take a few moments. If I make the mistake of not ending the call and redialing I am usually sorry. If I continue to talk with the individual (maybe I have the time or I know they are doing their very best to help me)I call the next day or later to confirm that the issue was dealt with correctly.

 

5)Always be considerate and appreciate that the phone agent receives calls all day from people who are less than congenial. I have found courtesy has gotten me out of many a situation that could have left me in a pickle regarding a cabin change, name change or payment error. Treat these people well and you will be well treated. Naturally there will be a few exceptions but you can often change the course of a conversation by changing your tone.

 

Sorry things have not started out well for you but don't throw the baby out with the bath water. NCL is a great line and I think the ships are more fun than many I've sailed and I've sailed quite a few.

[Toyz711]

great advice:)

[HIPPIE KILLER]

:o TAKE A PERCOCET,MELLOW OUT,REPEAT AFTER ME,MEELLLLLLLLLLLLOOOOOOOWWWWWWWWWWWWWMEMEMEMELLLLLLLLLLOOOOOOOOOWWWWWWWWW:eek: OUT

[VoyageVirgin]

Not sure what you mean?

[7SeasLover]

I think OP's complaints were very minor and I also think she should have gone to her TA despite the TA being related. That's what TA's are for. I know that I called NCL once and admitted that I had a TA, but my question was just to find out what port the ship sailed from. She was very nice and assisted me. I then asked another questions, which was to confirm my room change, but I had my stateroom number and provided it. She confirmed that was my room. Before getting this info from her she did tell me that I had to contact my TA, but I persisted in a nice way (not that OP wasn't) and I was able to elicit the info.

 

On a separate call (different cruise), they would not assist me. I was calling because the name on my reservation was wrong. I think it depends on which rep you get and how busy the lines are.

 

I have successfully complted not only our pre-registration, but booked and confirmed our excursions as well. I really DO think it's the browser, not the website. I notice a difference just between my desktop and laptop.

 

I do hope the OP has a more open mind when boarding the ship, otherwise she may make herself have a miserable time. Personally, I don't think NCL did anything wrong to warrant the complaint... other than to not help and refer her to her TA. If they were rude, then that's a different story. And I think most companies will defend their company when criticized... such as when OP commented negatively about the website.

 

Notwithstanding all of this, I'm sorry OP had a negative experience. It can be very frustrating regardless of one's perception, or tolerance level. I hope the situations improve for your. You'll have a wonderful cruise.

[Down-Unders]

;) Let's get real, the NCL agents you get on the phone business is selling tickets for NCL. That's the same business your travel agent is doing, selling tickets. If you used a travel agent to purchase your tickets, then your travel agent is getting the commission for the sale, not the NCL service agents. It's not their job to jump through hoops answering questions for a sale they will never get the commission for, it's your travel agent's responsibility. That's why they always refer you back to your travel agent. It shouldn't take a genius to figure that out. There's much more incentive to provide great service when you're getting the commission ($$$$).

This question should have been asked and answered by your travel agent.

 

This should have been handled by your travel agent when you upgraded.

 

;) The first person you contacted probably knew the answer, but just dumped you because you had a travel agent. They aren't getting the commision for your cruise, your travel agent is. That's also why you just got a no answer without an explanation. The supervisor at the call center isn't getting paid per each commission, but by a steady salary. That's why they show more interest in answering your questions, and giving explanations to "no" answers.

:) By the way, it isn't "rude" to answer your questions with a "no", "without giving an explanation."

 

A poor analogy, but should get my point across. Let's supposed you ordered a new car or truck over the internet, or via a third party. Then you have questions, and go down to the local dealership for answers. Once the sales person learns you have already bought your new car from someone else, do you really believe they have any incentive at all to answer your questions? It's not the salesman job to answer questions, it's to sell the car. And he's paid by commission, not by a salary.

 

:( I would love to be your mother, getting paid a commission for selling you your cruise tickets, and apparently relying upon you and the NCL service representatives to do all the work for her.

 

Personally NCL are always very helpful but using words like " genius and dumped " really are not helpful to someone who is aggreived.

Wouldn"t it be nice if we had empathy and good manners towards each other, the world would be even better to live in.

[electricron]

Personally NCL are always very helpful but using words like " genius and dumped " really are not helpful to someone who is aggreived.

Wouldn"t it be nice if we had empathy and good manners towards each other, the world would be even better to live in.

 

I'm from Mars, you must be from Venus. Yesterday, the Today Show ask both men and women the same everyday questions, the men usually replied with a sentence of less than a dozen words, the women with paragraphs with over three times as many words. Interesting. If I sound abrupt at times, that's normal for men.

 

Dumped is how the OP felt, why not use it? The "shouldn't take a genius" phrase is a common phrase used in America. I don't consider using either of them poor manners. I'm not their parents, I really didn't feel much empathy to the OP in this case, so why should I pamper them like they were my own children?

[hilltopfamily]

Personally NCL are always very helpful but using words like " genius and dumped " really are not helpful to someone who is aggreived.

Wouldn"t it be nice if we had empathy and good manners towards each other, the world would be even better to live in.

 

Excellent! I live in America and I don't really think that "shouldn't take a genius" is all that common in the people I "hang with"...I never say it unless I want to be rude or sarcastic to someone.

 

Anyway, back to OP. I've unfortunately dealt with poor land-based customer service from NCL and can understand your need to "vent". I wish you well on your cruise....hopefully all will go wonderfully and you will have a terrific time! :) Happy sails to you!

[alisa726]

Let us hope that her Mother, being the TA, gave her back her commission:rolleyes: Maybe that is why she told her to call NCL direct:D

 

She did give me the commission. She had NCL take it directly off my bill so they didn't cut her a check. She didn't tell me to call, I just didn't want to bother her. My point was that with Princess & HAL this information is given to the passenger for them to take care of themselves. Even Costa had a form for pre-order wines. With those lines I was treated like I mattered to them not just a commission. Maybe sales reps and customer service should be two different lines. People just want to feel like they matter. That is why I choose to cruise because service is amazing. I do hold more hope for sea service since that is where it really counts anyway. ;)

 

To all of you, please don't get so worked up because I'm not. I don't like starting fights. We are all here for a common purpose, we learn from each others experiences, and we love to cruise. Even those who think I made a big deal about nothing- I care about you oppion, what you have to say, and your experience. Thanks to all who responded.

[newmexicoNita]

She did give me the commission. She had NCL take it directly off my bill so they didn't cut her a check. She didn't tell me to call, I just didn't want to bother her. My point was that with Princess & HAL this information is given to the passenger for them to take care of themselves. Even Costa had a form for pre-order wines. With those lines I was treated like I mattered to them not just a commission. Maybe sales reps and customer service should be two different lines. People just want to feel like they matter. That is why I choose to cruise because service is amazing. I do hold more hope for sea service since that is where it really counts anyway. ;)

 

To all of you, please don't get so worked up because I'm not. I don't like starting fights. We are all here for a common purpose, we learn from each others experiences, and we love to cruise. Even those who think I made a big deal about nothing- I care about you oppion, what you have to say, and your experience. Thanks to all who responded.

But if you weren't worked up you wouldn't have started the thread. NCL does allow you to pre-order wine for your cabin in the form of a bon voyage gift which you can do on line. I just did it not too long ago for clients. As for a wine program I don't know about Costa, but most lines do not offer one anymore. NMNita

[alisa726]

But if you weren't worked up you wouldn't have started the thread. NCL does allow you to pre-order wine for your cabin in the form of a bon voyage gift which you can do on line. I just did it not too long ago for clients. As for a wine program I don't know about Costa, but most lines do not offer one anymore. NMNita

 

Like I said, I started this thread when I got off the phone. So many times we are more frustrated before cooling down- so we vent (that is what venting is for). :cool:

 

HAL has a wonderful wine program. Wine Cards to get a glass carefree at any bar. Wine bottle packages (3 good, 3 better, 5 good, 5 better). Plus you can download the wine menu on-line and pre-select each bottle if you like. I don't expect any cuise line to be like another. They all seem to offer soda cards (which I would never use) so why can't I ask about something I do use. Maybe if they knew there was a want for this, they would consider offering it.

 

Princess & RCI have wine lists, pre-order forms, all available too. What lines other than NCL are getting away from this?

[shoreguy]

Like I said, I started this thread when I got off the phone. So many times we are more frustrated before cooling down- so we vent (that is what venting is for). :cool:

 

HAL has a wonderful wine program. Wine Cards to get a glass carefree at any bar. Wine bottle packages (3 good, 3 better, 5 good, 5 better). Plus you can download the wine menu on-line and pre-select each bottle if you like. I don't expect any cuise line to be like another. They all seem to offer soda cards (which I would never use) so why can't I ask about something I do use. Maybe if they knew there was a want for this, they would consider offering it.

 

Princess & RCI have wine lists, pre-order forms, all available too. What lines other than NCL are getting away from this?

 

And this is a great place to vent ;)

 

RCI list and pre order form

 

http://www.royalcaribbean.com/giftcatalog/category/home.do;jsessionid=0000c6XJPw0gbp2zCYghKQKvEs_:10ktmf1jr?org.apache.struts.taglib.html.TOKEN=9fc79dc4f0a84e1dc008a91f2a584289&catCode=WINE

 

Princess list and pre order form

 

http://www.princess.com/onboard/services/gifts/cellars.html

 

HAL - forget it - the website with perhaps even less useful info then the new NCL site. :D

[newmexicoNita]

Like I said, I started this thread when I got off the phone. So many times we are more frustrated before cooling down- so we vent (that is what venting is for). :cool:

 

HAL has a wonderful wine program. Wine Cards to get a glass carefree at any bar. Wine bottle packages (3 good, 3 better, 5 good, 5 better). Plus you can download the wine menu on-line and pre-select each bottle if you like. I don't expect any cuise line to be like another. They all seem to offer soda cards (which I would never use) so why can't I ask about something I do use. Maybe if they knew there was a want for this, they would consider offering it.

 

Princess & RCI have wine lists, pre-order forms, all available too. What lines other than NCL are getting away from this?

Gee I just got off HAL, I must have missed this and I am sure others did as well. I never saw anyone using anyone else using any kind of wine card nor have I ever had a client report back on this. We learn something new everyday. Princess will allow you to pre order for your cabin, so will all lines, NCL has wine bon voyage gifts as I said. NMnita

[Leafpeeper]

I don't remember having to call a cruiseline directly--unless it was to book a last minute cruise.

 

I always prefer having a TA handle everything for me. If she doesn't answer my call, I have her call me back. I don't have time to deal with this sort of stuff.

 

Someone once told me that when your vacation starts off with lots of negatives, it usually means you will have good luck the rest of it. It sure worked for us the last time we went to a casino. Our luggage was lost, but DH never stopped winning. It paid for all the new stuff we had to buy. The luggage showed up 3 months later.

 

Happiness is a state of mind for which you are in control. We sail on lots of different cruiselines, and every single cruise has had things we loved and things we would like to change. I'd rather focus on the positive--like being on a cruise during the winter. No cruise could be worse than being here on a cold clammy New England day. Fortunately, Apres Skiing is all that keeps me here until my cruise. Love my winter cocktails by a fire!

[theonlyjoie]

If you call NCL and make a reservation direct.......they DO get commission.

Hi, Ann!

 

Is that also the case if you book through the Latitudes department? Just curious...haven't had a bad experience (yet) booking through them;)

 

And what is a NCL "Personal Cruise Consultant?"

 

Thanks for your expertise, BTW:D!

[shoreguy]

Hi, Ann!

 

And what is a NCL "Personal Cruise Consultant?"

 

Thanks for your expertise, BTW:D!

 

 

That is Ann or if they work for NCL her competition:D NCL started a new program where you have an assigned PCC. You have their direct number and email address so you can work with the same person every time.

[cruiseinfoseeker]

I have only had one experience with an NCL service rep. I called to see the price if I booked thought them and found that it was the same as if I went throught the online travel site that was a link from Upromise. I discussed the different cabin options and explained to the gentleman that I would book through the link because of the 1% college savings program. He was very nice about it and even continued on the phone with me for several more minutes.

I can only hope that should there be in a need in the future to contact NCL via telephone again that I get that same gentleman or one that behaves as professionally as he did.

[cruiseinfoseeker]

I have only had one experience with an NCL service rep. I called to see the price if I booked through them and found that it was the same as if I went through the online travel site that was a link from Upromise. I discussed the different cabin options and explained to the gentleman that I would book through the link because of the 1% college savings program. He was very nice about it and even continued on the phone with me for several more minutes.

I can only hope that should there be in a need in the future to contact NCL via telephone again that I get that same gentleman or one that behaves as professionally as he did.

[AuntieBarb]

You will never get a CS rep to take a bar setup order.

 

That's not totally true. We pre-ordered a 3 liter bottle of Grand Marnier for our cabin, billed directly in advance to our credit card/not our onboard account.

[AuntieBarb]

Personally, we've never had any difficulty with the C/S reps for bookings or questions. The thing that gets me is the "Personal Cruise Consultants" that Latitudes members get now. Although ours was courteous and helpful, we still ended up calling the main # for most arrangements and questions. THAT makes no sense to me.

[theonlyjoie]

That is Ann or if they work for NCL her competition:D NCL started a new program where you have an assigned PCC. You have their direct number and email address so you can work with the same person every time.

Since I've only dealt with the Latitudes reps...Is this PCC system working well for everyone?

 

If I tell them I know shoreguy, I'll get upgrades and champagne and free dinners, right? :p