NCL Refusing to HOnor our OBC- SLEAZY MOVE!

[Kathylovescruises]

Just a warning, my little ducks-

 

we booked our upcoming Holiday cruise while aboard another NCL cruise. Both were in CV A3- a pricey little piece of real estate during the holiday! We had to change our dates but were assured that our OBC and other promos would be honored. Lo and Behold- the e-docs come, no OBC and extremely obnoxious response from NCL .The messenger was quite pleasant, a lady named Jennifer, but the superiors were not. Looking into the grand scheme of things, we can no longer trust NCL and will not cruise with them again. many times I was reassured that the promo codes on our confirmations represented an OBC ( wow- 200 bucks on a Villa AND we spend TONS in the casino and on board! )

We feel this shows a lack of committment and a " who cares- you jerks already paid" attitude on behalf of NCL.

They readily admit that they told me there was an OBC, but they ain't gonna honor it. Anyone else run into this problem? Are they in such bad shape financially that they can randomly screw people?

Excuse the language, but this is insane! What's next- they put us in steerage and claim that it is the same as the Courtyard/I do NOt understand, ESPECIALLY in economic times that are trying, such a crappy customer relations attitude.

 

Love the Courtyard, don't like the attitude

[cruizinwithkids]

They readily admit that they told me there was an OBC, but they ain't gonna honor it.

 

I understand your anger, but it makes it a little difficult to figure out what actually happened. Did someone at NCL say, "Yes, we promised you an OBC, but we aren't going to give it to you?" Do you have your confirmation for your new booking with the OBC on it? I know that frequently when there is a promo that does not transfer to another booking, but it really is tough to figure out what happened in your case.

[lvtotrvl1]

I agree..without details it's hard to comment....

[maggie0104]

My OBC is not listed in the E-Docs. Should it be? I do have a confirmation of my final payment with OBC listed.

OP, sorry for stealing your post like that.

[lvtotrvl1]

My OBC is not listed in the E-Docs. Should it be? I do have a confirmation of my final payment with OBC listed.

 

OP, sorry for stealing your post like that.

 

If the OBC is direct from a NCL promo it will be listed...if it is from a TA that is giving it as their own promo (out of their commission) it will nt be listed.

[JohnIreland]

There was no mention of my OBC on the edocs , but they were automatically applied the ships account without a problem...

[jkrislc]

My confirmations all showed the OBC, but my eDocs don't. Of course, your eDocs don't show how much you paid either except for taxes, so I wouldn't expect the OBC to be there.

 

My recommendation is to take your invoice/reservation confirmation with you and go to the front desk and show them that you're suppose to have an onboard credit. If you want to get this resolved now, then ask for a supervisor and ask them for a fax number where you can send the documentation of the OBC. However, if you invoice/confirmation doesn't show an OBC, you're probably out of luck.

[Baitman19]

Just a warning, my little ducks-

 

we booked our upcoming Holiday cruise while aboard another NCL cruise. Both were in CV A3- a pricey little piece of real estate during the holiday! We had to change our dates but were assured that our OBC and other promos would be honored. Lo and Behold- the e-docs come, no OBC and extremely obnoxious response from NCL .The messenger was quite pleasant, a lady named Jennifer, but the superiors were not. Looking into the grand scheme of things, we can no longer trust NCL and will not cruise with them again. many times I was reassured that the promo codes on our confirmations represented an OBC ( wow- 200 bucks on a Villa AND we spend TONS in the casino and on board! )

We feel this shows a lack of committment and a " who cares- you jerks already paid" attitude on behalf of NCL.

They readily admit that they told me there was an OBC, but they ain't gonna honor it. Anyone else run into this problem? Are they in such bad shape financially that they can randomly screw people?

Excuse the language, but this is insane! What's next- they put us in steerage and claim that it is the same as the Courtyard/I do NOt understand, ESPECIALLY in economic times that are trying, such a crappy customer relations attitude.

 

Love the Courtyard, don't like the attitude

 

Kathy

 

Check your Confirmation Guest Copy that NCL e-mailed you when you made final payment or changed dates. It should have any OBC listed on it.

 

Our E-docs don't have any OBC listed on them but it's on both my cabin's Confirmations.

 

$150.00 On-Board Credit Per Stateroom Included

$300.00 On-Board Credit Per Stateroom Included

 

Then give NCL a call if it's lsited on your Confirmation you got from them.

 

I don't recall ever seeing a OBC listed on the e-docs.

 

Hope everything works out for you.

 

Happy Cruising

Monty

[garycarla]

sorry you are having a problem.

 

First off, and MOST IMPORTANT, OBC is part of the pricing. If they want to discount a cruise, they can lower the price or keep the price and offer an OBC. It is not something trivial. It is MONEY.

 

Now that you have changed sailings, there could be many other issues. Maybe cabins are more expensive on the new sailing than the last. This is VERY COMMON from one week to the next.

 

Penthouse and above have a much longer time period for cancel than normal cabins. NCL has very little flexibility if a suite gets cancelled. Going on another date is the same as a cancel in their book.

 

You need to take it all into account and maybe share the whole story.

 

If NCL is truly telling you to go pound salt, then shame on them. But, I am guessing there is just a little bit more to this story than is being shared. Might still be wrong, but there must be more to the story.

[terrymtex01]

I may get flammed for this, and if so , so be it, but I have read the OP's postings for some time and always found her postings to be very reasonable and full of good advise, comments, etc. I say that because I don't think she is one of those that comes on here and trys to flame NCL etc. Goiing just from what I have read in the OP's original posting, I do think NCL should give her the OBC and I totally understand her frustraition.

 

One question I have for the OP is did you get any kind of a price reduction when you changed sailings? If so, that might explain why they are not offering the OBC. Either way, I'm sorry that this has happened to you and I hope NCL makes it right.

[Jamrenjer]

I agree with Terry- the OP is usually very positive-- and has good advice.... there maybe more too the story-- but I feel confident in the OP that something went hay-wire with their OBC. Hopefully, she will post again as to what has happened.... I know a few years back our online travel agent offered us OBC-- NCL never knew about it.... they said they called their Miami office etc.... ended up calling from Cozumel the online agent.... NCL wouldnt budge-- and the online agent insisted it had been paid/credited.... long story short-- ended up getting a check in the mail after the cruise from the online agent... as we never got the OBC on the ship.... never did find out if it was NCL's fault or the agent....

It is true that the week to week the prices change dramatically.... so maybe that is what happened-- but they shouldn't have told her it would remain. Hope it gets sorted out for her.

Hang in there, Kathy!:)

[Kathylovescruises]

Thank you for the kind comments. I am certainly not a basher and I have told the whole story. NCL admits they promised an OBC but will not honor it now. Cut and dry, no furthur explanation.

 

I have spoken to a bunch of people there, one supervisor yelled at me- wow!

 

Anyway, we will enjoy this cruise and not deal with them in the future.

 

kathy:mad:

[terrymtex01]

Thank you for the kind comments. I am certainly not a basher and I have told the whole story. NCL admits they promised an OBC but will not honor it now. Cut and dry, no furthur explanation.

 

I have spoken to a bunch of people there, one supervisor yelled at me- wow!

 

Anyway, we will enjoy this cruise and not deal with them in the future.

 

kathy:mad:

 

Kathy.. if I may make a suggestion.. if you have the "confirmation" of your new booking where it shows the OBC, take that with you. Maybe the front desk will apply them if they see it on your actual confirmation.

[Kathylovescruises]

All the confirmations we received had little Promo codes- when I called to ask what they were, i was told it was the OBC and an early booking discount. Now they won't tell me what they mean, but I am bringing it anyway. It isn't much money in the scheme of things, but it just reeks of inpropriety!

 

Hope you are un-dizzy now, Terry!

 

Thnaks

Kathy

[*Wink*]

Kathy.. sorry you're going through this. Does your original invoice from NCL (before you made the change) show the OBC? Have you checked and rechecked all your paperwork to see if there's anything in writing?

[garycarla]

I am not trying to defend NCL, but depending on what date you switched from might have something to do with their actions - warranted or not.

 

For example, the Dec 28th cruise it appears you are booked on currently is showing rates almost three (3) times what the same cruise two weeks earlier shows. I compared the balcony as there are NO SUITES available at all on your cruise, at any price. Non - zip - zero. Not even mini-suites. That situation would have me a bit concerned.

[CruisnGram]

All the confirmations we received had little Promo codes- when I called to ask what they were, i was told it was the OBC and an early booking discount. Now they won't tell me what they mean, but I am bringing it anyway. It isn't much money in the scheme of things, but it just reeks of inpropriety!

 

Hope you are un-dizzy now, Terry!

 

Thnaks

Kathy

 

Kathy,

 

This is bull on NCL's part. If you were promised an OBC then it should have been your reservation confirmation. There would have been codes up in the right hand corner, but more importantly, right after all the pertinent info (sailing date, passenger names, balance owed, etc. and right above where it says "Important Information: it should have been printed out "xxx on board credit per stateroom included". If that is on your confirmation, you have the proof to get your OBC.

 

What I'm afraid of is that someone who had no clue what they were talking about rebooked you and even though they told you you had an OBC, they didn't do it in right and you actually didnt' get it. And now they won't give you something that isn't in writing from them, even thought the agent told you you would get it.

 

Check out your original confirmation and see if it's there.

 

CG

[Jamrenjer]

We are so sorry to hear that! Carry whatever you have-- and maybe you will find some sympathetic person in customer service.;) Did you get the supervisor's name who shouted at you? I would write a letter-- and get it to some one higher up... of course write it diplomatically! That is just plain wrong! I deal with people on a daily basis-- and you can never shout at someone! How rude!

p.s. I see you are going on the Adventure next December.... on a bright note-- we loved the Adventure! Is it still leaving from San Juan then? It was one of our favorite cruises! (Don't worry NCL loyalists-- we still love NCL too!-- I guess we are just "diverse":))You will have a great time!

[ce2000]

Take all of your paperwork with you and before boarding the ship very CALMLY explain the OBC situation upon check in. Let them know this could be your last NCL cruise due to their behavior. I believe that they will make it right with you before boarding ship, and you will be boarding the ship as a very happy camper. I know that no one has ever accused any NCL Staff agent of being brilliant, but they really are smarter than this, they really are not the only game in town and I believe that they know it, but I don't know why some agents act like it.

[watchdiva]

Like some other posters, I've never had an OBC listed on my e-docs. It has always appeared on either the confirming final payment invoice from my TA or when booked directly with NCL on their invoice as well.

 

If you've got something/anything that shows your OBC for this sailing I would escalate this seriously up the food chain. Offer to fax it to them. Do you have a PCC that you booked through? He/she may be able to help you here.............

 

Please enjoy your cruise - if you can get this resolved before your cruise you'll feel better and can anticipate your upcoming cruise.

[CruisnGram]

All the confirmations we received had little Promo codes- when I called to ask what they were, i was told it was the OBC and an early booking discount. Now they won't tell me what they mean, but I am bringing it anyway. It isn't much money in the scheme of things, but it just reeks of inpropriety!

 

Hope you are un-dizzy now, Terry!

 

Thnaks

Kathy

 

What are the codes? Maybe we can help you a little with those...I know a few of them. LOL

 

CG

[newmexicoNita]

My OBC is not listed in the E-Docs. Should it be? I do have a confirmation of my final payment with OBC listed.

OP, sorry for stealing your post like that.

It will not be on your e-docs, if you have it on your conformation you are just fine. I think the OP needs to explain a little better what really happened. I almost think we are hearing one side..

 

Of course she is upset with reason, but anytime any changes are made, all bets are off.

 

Nita

 

Kathy, I have since read the rest of your comments, I don't know what to say. As suggested take any paper work with you and see what happens. I don't know what else to advise...Again any change can result in diffrerent policies, but if you were told, verbally it should have been honored...If your final conformation didn't show the OBC I think you are stuck.

Nita

[newmexicoNita]

I may get flammed for this, and if so , so be it, but I have read the OP's postings for some time and always found her postings to be very reasonable and full of good advise, comments, etc. I say that because I don't think she is one of those that comes on here and trys to flame NCL etc. Goiing just from what I have read in the OP's original posting, I do think NCL should give her the OBC and I totally understand her frustraition.

 

One question I have for the OP is did you get any kind of a price reduction when you changed sailings? If so, that might explain why they are not offering the OBC. Either way, I'm sorry that this has happened to you and I hope NCL makes it right.

I agree with you Terry and I don't think you will get flamed, I do know any changes can nulify any previous promos...

 

I do understand her frustration, believe me I do..I would be upset as well.

 

Nita

[garycarla]

I am sure the poster has a good reason to be upset. Since we don't know the whole story, maybe this posting from last June is part of the reason that NCL is holding their ground. And, as mentioned above, there are zero suites available at any price for this cruise.

 

...Anyway, my cruise price has gone UP over 1500.00 since I booked ( Courtyard Villa over New Year Eve) but my price remains the same......and they honored my OBC from the previous booking)..:p

 

 

And please, I am not slamming Kathy or defending NCL. Something just does not add up.

[flashdog_1]

but I've always gotten them.

 

I called this to the attention of the travel agency I booked with. She sent me an email saying I am getting the $50 OBC from NCL plus the $50 from the agency. I trust them since it worked last time.

 

However, every sailing does not necessarily contain the OBC for same ship, same cat etc.