DVCruise
Contributor Level: Captain

When calling a cruise line, are they helpful or give a canned answer? Which line?

I am so tired of someone reading an answer to me that I have already read on the site but need clarification.  

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9 Answers

OldGreyWolf
Contributor Level: Cruise Director

I have called NCL a number of times and found them quite pleasant and helpful. I have booked with them and had to make a change of plans with them and it has always been a pleasant experience.On one cruise after driving all day to get ust outside of the port I cad to call at 5 PM in the evening to ensure that the departure was still as scheduled due to an approaching hurricane. The response in my opinion was anything but canned and once again the staff was very helpful and pleasant letting me know that the cruise would board and leave as scheduled 2 hours before the port was closed because of the incoming storm.

 

I have also called RCCL and found them pleasant and genuine.as well. I had booked and later had to cancel a trans Atlantic cruise with them and they were great.

Johngold
Moderator
Contributor Level: Captain

I have never had anything but polite, helpful and supportive responses from NCL, Princess and Carnival . In my view it is easy to deal with pleasant people when you yourself are pleasant.

askeegan
Contributor Level: Cruise Director

I found that there are 2 circumstance when calling.  If you are calling to book, pay or add features, they are very helpful, polite and will to work with you 100% and leave you thinking that was a pretty awesome experience.  If you are calling to lodge a complaint, request a lower fare, etc. you usually get the canned response, especially if it is a complaint, such as why did you cancel the port of call that I primarily booked this trip for?  NCL has done this to us twice now!  

meghad23
Contributor Level: Captain

I've called RCI twice (once to get a reduced price drink package and second for the OBC confirmation). Both times I felt it was genuine. 

 

Being that I am in a phone queue for an online school, I can pick up on canned responses and know the game. I don't like it and I try and be more human when on the phone, and it helps to open the rep up. 

JusMe
Moderator
Contributor Level: Captain

I have assigned people at Celebrity and Carnival that I call to deal with,   both are great to deal with for setting up and booking a cruise or just for getting information from them when thinking of a cruise.   So far no problems with any of them or with any random people that I have got when dealing with RCI.

 

Only problems I have had has been once on ship and NCL changed our cabin type with no notice,  I had checked with NCL before the trip and my TA re-confirmed a week before the cruise and they still changed it and then said "ship is full,  this is the cabin you will get" My TA called NCL main office and was told the same thing.  2 out of 3 NCL cruises had issues that the ship was not good at resolving.

BonMike
Contributor Level: Captain

I've called Carnival a few times when my PVP was not available, and I've always spoken to really nice, helpful people. 

AuntPinkie
Contributor Level: Captain

I have only called Carnival, they have been very friendly and helpful, with only one exception. The last few times I also received and e-mail from the company asking about my experience.  I have a vacation planner at Carnival and at Princess, they are both willing to answer questions and often need to get back to me if they don't know.

OldGreyWolf
Contributor Level: Cruise Director

There will be a whole lot of people upset with NCL for just this I am sure as I note that they announced today (Aug 22) that effective Aug 25 to Oct 20 their private island Great Stirup Key will be closed for renovations. How convenient that they wait until today to announce this so that anyone affected by this is already past last payment date. I am sure they could have given more than 3 days notice.

BAK1061
Contributor Level: Captain

NCL is easy to deal with.  I've never had a problem with their staff.   Now I have one person I can call if need be.   Before it was whoever picked up the phone.  

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