I'm a part time travel agent working from home. I came across a customer during a recent visit to the local Hospital. This customer overheard a conversation I was having with another nurse at the time about promotions one of my cruise lines were offering. Upon leaving the office she had stopped me and started asking questions about the promo's. She claimed she already had a reservation pending with Priceline for a cruise on the NCL Epic but had until midnight to finalize it. She's was hesitant in doing so because her and her husband wanted to fly down a few day's earlier so he could visit with some military friends in Miami and she couldn't get the airfare she was looking for. She asked if I could help her find airfare. I agreed and started looking when I got home. At 7:30 I called the customer to go over the flight details and to possibly book them. However she asked if she could call me back later for her and her husband haven't discussed this yet and she was baby sitting there grand daughter. She was to call back around 9 PM. Come 9:45 PM I had yet to hear from her so I called them. She still claimed she had yet to discuss this with her husband and began doing so while I was holding on the phone. After about 15 minutes she agreed to purchase the airline tickets. Then she asked if I could honor the Priceline quote. I said I could. She asked about an $100.00 On Board Credit that Priceline was offering them and if she would still get that along with another promo (Freesome) that NCL was running. My response was if they were in the guidelines of the promotions running she would get them. She repeated this several times and I responded with the same answers each time. After several minutes she decided to book her cruise with me. I took all their personal information along with Credit Card info. Started plugging the information into NCL's booking program when I hit a snag and the program wouldn't except the booking. So I called NCL this was at 10:30 PM. At that time I informed the customer I was on hold and the wait time was extensive do to all the promo's NCL was running so we hung up. Come 11 PM I was still on hold so. I decided to switch websites and book their airfare. When I brought the information up the fare had increased by $20.00 pp. Being so late I didn't want to call and disturb the customer. I also was going by what she had told me about her husband wanting to hook up with his military buddies before anymore of them passed on. So thinking I was doing what was best for my customer I went and booked their flights. I was still on hold with NCL. Come 11:30 NCL finally picked up I told them the problem I was having with their booking program. The CRS tried to book and failed several times as I did. Not understanding why she called her supervisor this resulted in another 15 Minute wait time. Her supervisor tried and couldn't get the booking to go through. Then the supervisor responded that they were all sold out of that category and didn't understand why it was still in the system. So again I was forced to make a decision on behalf of my customer. Since I already had purchased the Airfare I went ahead and booked my customers at the next category level, knowing there would be a difference in price this was at 12:30 the next morning. I also new I could more than likely convince NCL to match the original quote I gave if things didn't workout. While I was on hold I received an e-mail from NCL explaining the details of one of the promotions in which this customer asked about, so I had forward that over to them. I really didn't have time to read it because I was so tied up in trying to get there booking to go through. The promo ad very clearly stated her cruise did not qualify for that particular promo. The next day I called the customer and explained my delemers of the night before. This is when it all blew up in my face. I explained about the airfare and they seemed content then I said let me get back to them on the cost of the cruise. After speaking to NCL sure enough they matched my original quote. So I called the customer, again being not satisfied because she was to get a $100.00 On Board Credit and was wondering what happened to it. I had told her I had explained to her if that credit was part of NCL's program she would get it. Come to find out this was something that Priceline was offering and not NCL. Then she started complaining stating I told her she would get the Freesome promo with there booking. Again I reminder her that I had said if her cruise qualifies. However there is no convincing this women, she still claims I told her She would get both promo's if she booked with me. I offered to call NCL and see what and if there was if their was anything they could do to help out in resolving this matter. And basically the answer is NO. I have accomplished in getting them a $50.00 OBC. However still not satisfied. Customer is claiming I did a bait and switch on them. Please advise, Ron XXX
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