Wow, what a mess!!! Once you presented your copy of the reservation/purchases to the customer service rep, that should have been enough. I always carry copies of extras purchased with me as proof just as you did. Did you ask to speak to a supervisor? If they wanted proof beyond what you had, THEY should have contacted the NCL corporate office and/or your agent to verify. You should not have to do that. You had the proof in hand. Hope it all works out for you.
In response to review, CrusinTim says ...
That stinks! Not sure why they proof had to come from the travel agent. I even asked my travel agent I'm using this time and they said entertainment and food/drink packages I do through the site. I would have asked for the supervisor.
I am sorry that you had these problems. In fairness to the people that you dealt with on the cruise ship, a confirmation from your agent means little to them. They will only accept the confirmation from the NCL office. Did your agent provide proof from NCL?
Also you mentioned that you purchased 1 beverage package. Was that person travelling solo? NCL has a policy where all passengers in a cabin must purchase the beverage package if anyone in the cabin wants it. I wonder if your agent was aware of this policy.
Not sure why you let this ruin your vacation? Worst case scenario, book it again on the ship, and enjoy and work with the service desk to resolve the issue. It is frustrating for sure when they screw up you plans, that you have worked hard to set in place, but at the end of the day, not catastrophic.
Another shining example of customer service. The desk should have called your TA, not you. I always go to the cruise line's web site and print out all of our information of extras that we payed for before the cruise so I have proof with me. I can see they would not take a e-mail from your TA..... that can be faked very easy, But the desk clerk should have called your TA not told you to do his job. I would have asked for a supervisir and asked them to call the TA and work this out.
Next time as the fella at the desk to split his salary with you and you will gladly do his job. Til then, do your job! LOL
Where you ever able to get in touch with your agent Sandy? Your whole vacation should not have been ruined. Only that you would have a larger bill than usual when your cruise was over. At this point how did it all turn out?