I booked a cruise on NCL for Thanksgiving. From time to time I would check to see if the rates changed. Two weeks before the cruise I checked and saw my cruise rate was $1100.00 difference and was shocked, so I called Icruise at 4:30 PM on November 4th 2022, and reached a customer service agent. I gave him the reservation number and he confirmed the rate dropped. You would think a travel agency would check for rate drops to protect their clients, but that was not the case. The customer service agent said that I was correct and he would contact NCL to get the rate difference refunded. I was happy to hear this and waited to hear back from the customer service that day. I was not aware that when I called that day, my called was the last day to get a refund; once you are 14 days from your sail date, the cruise lines will not honor the refund. Well, Icruise didn't call that day and waited until the next day. I called again and the agent said no problem we will call NCL and get you the refund. NCL said your one day to late! I spoke with another cruise agent at Icruise and they said they will try and connect NCL to resolve. I got an email saying I was out of luck and there was nothing they can do. I know their call center calls are all recorded, and I told the agent that I was not happy that Icruise didn't act the day I called to resolve the $1100.00 cruise rate difference. I called to escalate the issue and received a call from ICruise 7 days before my cruise, so it's been one week trying to resolve. I asked since I couldn't get a refund of $1100.00, if I could get $800.00 in shipboard credit? Icruise said no, they would only give me $300.00 SBC. I politely said not enough, this was not my fault, and Icruise should make good on their mistake. Icruise sent $300 SBC to my ship account. The moral of the story is, booking with a third party travel agency, you are not getting any benefits, and they are not looking after your investment. $1100.00 is a lot of money and I would not be writing this review if Icruise took care of their clients. Their lack of concern and resolving my issues were not met by doing the right thing. My questions is, is $800 in SBC worth not writing a review that can hurt future bookings by people who read reviews, the answer is YES. I now book directly with the cruise lines and not an agency, you get the same service, but you're dealing with the cruise line and can direct answers.
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