My Nonprofit Reviews

My saga begins...Four couples planned a trip to Hawaii for April, 2020. It included hotel, air fare & 7 day cruise all booked through a travel agency (WMPH/ICruise) & Norwegian Cruise Lines. Because of Covid 19, NCL suspended the trip & stated full refunds would be made available after certain forms were filled out through the travel agency & NCL.
After notifying the travel agency & NCL of our wish to cancel & receive a full monetary refund we were told 60-90 days was the wait time. That made sense until the 3 other couples received their refunds but we didn’t!!! When we inquired as to why we hadn’t we were told by NCL it was because WE had cancelled the trip before NCL had suspended it!!!! THAT DID NOT HAPPEN!!!
We then spent days/weeks calling/sending emails to the travel agency & NCL. NCL said that all requests & information had to go through the travel agency. Phone calls to them went to voicemail & not returned until days later. No resolution was being offered to us.
In late June we received a portion of a refund, 1/3 of the amount we had paid, with no explanation other than that’s all we were receiving because we had canceled!!!
Now enter Elliott Advocacy Group...and Michelle Couch-Friedman. We read Chris Elliott’s article every week in the Sunday newspaper and decided to contact him. The response was immediate.
After submitting all our information, as well as all emails from NCL & WMPH/ICruise, plus our desired resolution of this issue Michelle sent constant/daily emails to us.
She kept us up to date on every contact she was having with NCL. She sent a single email to the travel agency & suddenly we received a phone call with assurances that there was indeed a problem and it would be resolved. They also apologized!
We awoke this morning to the most wonderful email/news from Michelle. The travel agency was returning the remainder of our refund while admitting NCL had rejected our claim in error.
We sing the praises of the Elliott Advocacy Group!!! They are there for those of us who feel like “no one is listening”!
Michelle’s professionalism, thoroughness, positive emails as well as attention to detail gave us so much comfort during what became a very stressful & frustrating experience.
Michelle, a sincere appreciation to you for helping us.
Thankfully,
Margaret Prendergast