I am writing this post not only to express my negative experience with NCL’s Customer Support, but also to get feedback if Social Media really influences decisions made by companies. To make a long story short, I booked a cruise through a travel agent that included at hotel package at Waikiki Beach and a seven night tour of the Hawaiian Islands. A week after paying the tour in full, I learned that they have changed my hotel from a very nice hotel to one that is nice but in an undesirable location. When my travel agent and I complained that this change was unacceptable we were told that they were sorry but they had a clause in the contract that the could change hotels at their discretion. That is true. What upset me was their attitude. They said it was too late to cancel as the penalty would be substantial as I had already made my full payment which was required by last week. I asked if there were any compensation and both the first person we talked to and the supervisor said there would be no compensation. They even admitted that the new hotel was in a less desirable location. This change had been in the works long before I booked the reservation, but they waited until I made my full payment before they informed me. I wasn’t asking for much. A hotel upgrade, a meal at one of their speciality restaurant ($30), or free Wi-Fi which would not have cost them anything as I wasn’t signed up for it anyway. They held firm. No compensation. My Travel Agent said she would not be recommending NCL to other customers. I said I was very savvy on Social Media and they weren’t concerned in the least.
Have any of you ever had trouble with NCL or any other company over a very trivial matter that could have been resolved easily? I think the harm a person can do on Social Media to a company should weigh heavy on a company when a $30 comp could have resolved the matter. Obviously, I would have liked more compensation, but I thought I would see if they even would take me up on one speciality dinner. No compensation.