Customer Service Scoreboard
I left the sky ship this morning in Miami . I may have left one teva sandle behind in my cabin zesut is my last name
I tried. Calling but no one ever answered the phones �°�¸�?�¥ I would appreciate a response to this email . I phone
This was my first cruise ever overall I was pleased with the service but not being able to reach a real person via your customer service Dept does not impress me
NCL DAWN cruise on 12/20/15: Free Style means you never really get a reserved dining time. Every night needs a separate reservation, and times are never when you want them. Extra cost dining is pushed constantly. MY wife was food poisoned by escargot in Le Bistro, and Dean Smith Maitre D' Hotel refused to even refund the extra cost dining surcharge, without a doctor's visit onboard for a $149 fee. BTW the doctor's office is open from 8AM to 9:30 AM ONLY, or by extra cost special emergency appointment. Service was really poor in restaurants, as tips were guaranteed, and you never eat in the same place twice. We gave cash tips to stewards and those who really served us, BUT now ONE MONTH later, I still cannot get refund of pre-paid tips. New majority China & Malaysian ownership has reduced NCL to a only profit motive line. All pre paid extra cost packages are a promotional rip-off, with extra service charges added on in addition. Just really felt like a number making profit for the owners, not any cruising fun here anymore.
I cruised on the Getaway 12/6 - 12/13/15. The service was horrible. I am a Latitudes Platinum member so I am a good, long-time NCL customer. For the first time ever, I asked onboard to adjust the gratuities. I gave cash tips to those few crew members who did give good customer service. The front desk gave me a form and told me to fill it out, take a photo of it, and email it to an email address on the form. They said it would be processed in two weeks. I followed these instructions on 12/14/15. I have still not had the adjustment/ refund posted to my credit card. Today, 1/14/16, I called NCL at 800-327-7030. I was told by Andrea to call Customer Service at 866-625-1164. I was on hold for almost an hour before I was disconnected. I went on line and found another Customer Service number...866-234-0292. After being on hold for 20 minutes I hung up and called Corporate at 305-436-4000. I have been on hold now at that number 45 minutes and I am still holding. It seems the only NCL number where you can reach a live agent is the reservation number. Once NCL gets your reservation and your money they make it impossible for you to reach them. NCL is not the cruise line it once was!
Horrible response. THEY DON"T CARE. I had to call 3 times to find out about my reimbursement check that should be posted to my credit card.
I was re-assured by the representative that the check will be arriving within 2 weeks.
I called them in 2 weeks stating that I didn't receive anything. I was told again, that I have to wait 2 more weeks for the check to arrive. It has been a month! I called today and was placed on hold. HORRIBLE!!!!!!!!! I will complain to BBB
Good Morning,
I returned from the Christmas ,new year Gem, my experience was very disappointing this year. The meat was the worst at theMonderno Resturant. A piece of medium rare filet mignon was tough. The fish was over cooked . I actually cancel my reservation on 1/1 for Cagney. The front service desk was rude on 1/1 when I try to solve my unrefundable on board credit of $17 dollars when I brought a $500 cruise next. They prtetended to solve it but then on 1/2 I got my bill and the $17 was on the bill. Both day Luis PrÃ?Æ?Ã?Âncipe was rude . He didn't want to help anyone. Keep saying no service charge can be applied. He is so not well trained as a front desk employee. You need to train your staff to be more pleasant SMILE at the customer and treat customer with respect. We are paying your salaries. The last 2 days ruined my vacation because I stood in line for 1hour when NCL could have fixed a computer glitch that they knew about. Everyone had the same complaint.
Gong cabin
When you open a cash account on board and you have the Ultimate Beverage Package, etc.
(1 of four offers)you have to pre-pay the gratuities, While on board purchased a few things and ran out of cash. Our account was closed. (Which we get, of course.)BUT not to be able to get a beverage which you pre-pay in gratuities. I think you should not be able to make purchases of course, BUT you should be able to get what you pre-paid for. (NCL swipes your card even though you have the UBP)
Also, the refund forms say, "Refunds will be processed within 2 weeks". It takes up to 6 weeks to receive tour refund. NCL leads you to believe that it is no longer than 2.
I am so disappointed! I travel with Norwegian every year. I swore Norwegian to be the best before I took the Getaway. customer service was horrible and my luggage with my valuables was stolen on the ship. THEY HAVE CREW MEMBERS WHO STILL. DO NOT TRUST THEM! TO MAKE IT WORSE, THEY DO NOT CARE! I AM DEVASTATED!
My husband and I just returned from our Adriatic cruise (Sept 26, 2015 thru Oct. 2, 2015)aboard Norwegian Jade. We had a great time meeting people and most especially the friendliness and efficiency of your staff. I would especially commend a few of your staff during our stay. Avelino Resurrecion (Asst. Maitre D); John Nunez (Waiter); Jennice Carpio(Rest. Hostess); Aileen Mabini(Asst. Maitre D); Marilou Mateo(Waitress)& Vanice Vergara (Waitress). We won't hesitate coming back for another cruise if you have the same staff like them They are definitely assets to the company and we hope they get the necessary recognition they deserve. Long live NCL!! By the way, we also looked forward to the entertainment and the dance instructions because I love to dance. Thank you for a fun and relaxing getaway.
My husband and I just returned from a cruise in Hawaii on the Pride of America! There were no porters at the pier when we arrived to help us. The food was awful. Breakfast was ok but the Skyline & Liberty were miserable. Bad service and
bad food. Went to Italian Specialty and the food equally disgusting. Manager there tried really hard, however.
We had no hot water. I reported it at 4 AM and they didn't fix it until 5 pm. Doug at the Cadillac Diner was EXCELLENT.
He went above and beyond to help us. Wilmer, our room porter was very nice. Customer service was miserable except for Dionna. The mgr., Charles was to say the least rude and did not help us. We r seniors and NCL booked us back to Miami via Dallas on 8:30 pm flight. We left the ship at 8 AM. They don't care. We sat at airport for 12 hours before our flight back. I will never go NCL again. Never Ever!
My travel agent made reservations for us to go in a 7 night cruise on Norwegian spirit on Dec. 12-19. She called and left deposit last Thursday, 9/24/15. When she called to put balance on our cc today, Norwegian people said they never received our deposit. Our travel agent got a name and we just contacted our cc company and we were never charged. Evidently there was a mix up on your part since this never happened to our travel agent before. She tried to explain to your representative and he was rude and hung up on her since she wanted to leave a message. In the meantime the price went up $50 per person. I traveled on the Norwegian Getaway last year and had a wonderful time. Because of this incident and the fact that your representative wasn't professional, I will never travel Norwegian again.
Dorothy Paponetti-
I just came home yesterday from a day cruise to Bermuda on the Breakaway! The staff was excellent, very helpful, Kind, two complaints when going to a gym or using a gym the Sauna and Steam room go hand in hand to use, along with showers. On the Breakaway if you wish to use the Sauna and Steam room it's a $199.00 charge for the week! That is just wrong. The adult pool area is to small to accommodate that amount of people. Two adult pools are needed and more room for deck chairs around the pool, you can't get into the pool without a struggle . No children allowed in the adult pool so they swim in the Hot tubs instead while mom and dad stand at the bar,
The pool area is the worst feature of the ship, over crowded not accommodating for adults at all.
My wife is 83. I am 68. We are both handicapped. On May 16th, 2015 our wedding anniversary, we went to the casino on the "Sun." Am man was setting between us. He was not winning and was using extremely profane language and beating on the machine. I politely asked him to stop. He immediately threatened to rip my head off, and defficate in the hole, and put me in the hospital. He simply would not stop with his filthy mouth. I went to get someone to have security come immediately. Not wanting to leave my wife trapped in the coroner by this man, I returned and was going to set down. I couldn't even set at the machine and he started right in again. His wife was trying to get him to leave and he shoved her back against some stools and machines. Now, I could definitely be mistaken, but I sincerely believe I saw his should move back as if to prepare to hit me. I hit him in the now (I think.) He attempted to swing, for sure this time, and I hit him on his right cheek, causing it to bleed. Security arrived and took him away. There were at least four passengers who told me I was a hero. I do not feel like a hero, I was simply trying to keep from getting hit in the head or my left side. I have a "shunt" in my spine that drains excess spinal fluid. The head injury is from Viet Nam.
I am requesting any and all reports, statements, surveillance video, and associated documentation with this incident. And, that said documentation be provided in a timely fashion. In other words, this message can be passed on to the "powers that be" to expedite this request.
Apparently I am being blamed for this incident, which is ridiculous. I was informed by the chief of security on the Sun that my "behavior has risen to an unacceptable level." I have no idea how much of problem can be caused by a man who has to use a walker, a cane or a wheelchair. Be that as it may, as a 20 year veteran I take this report seriously. Therefore, and this is not a request, it is a demand, you will immediately remove any and all information from your files pertaining to Harold Linscott Smith and Sally Smith. The only information/contact I demand from your cruise line is the information previously requested and the name and address of the man who communicated threats of bodily harm at a disabled seniors citizen. I expect to have this information in my hands no later than September 4, 2015. (If I am required to pay for duplicating the surveillance videos, I will gladly do so. It the event that it is not abundantly clear, we are through with Norwegian.
Recommendation: Have a security guard n the casino when it is open. Many people don't want to lose their money and take it out on machines and people around them.
From: H. Smith
We recently was on an Alaskan cruise on your cruise ship, the Norwegian Pearl, and had a wonderful time. Every thing regarding the cruise was excellent. The only problem we had did not involve you at all but want you to be aware of it. I purchased a ring at Sockeye Sam's and did notice that it had an imperfection until we had left port. At home the set came out of the ring. we contacted Sam's and he accused me of damaging the ring. He agreed to repair the ring at my cost. Just wanted you to know about this unfortunate incident that happened to me. You can make other travelers aware of this.
We have a week-long 7-day cruise on NCL scheduled this coming December. We have over 15 cruises with multiple lines. We have 2 different couples who are going with us for what will be their first cruise. We are very concerned that they will leave with a negative opinion of cruising based on the recent comments regarding the beverage service that NCL is using as an incentive to book a cruise with you. Having to wait 30 minutes plus for a drink in a long line where there are no waiters or limited service, seems to be a tactic to reduce the amount of drinks associated with this offer. We believe that this situation should be addressed immediately so that the negative impact and image of NCL can be remedied. It appears that corporate needs to step in to rectify this situation. We do not want this to be our last cruise with NCL nor that of our first time cruise companions.
Good morning this is Lorna David who recently cruised with Norwegian Gem to Florida and the Bahamas from New York city pier 88-90 on 07/18/2015-07/25/2015. My room number was 5571 I called my daughter on the 24th to send money to pay for the expenses on the ship which was a total of 181.30, she sent 300.00 with intention that I was going to recieve the difference in cash. This was denied and the cashier told me that the rest of the funds would be put back on her card. Today my daughter found out from her bank that another 182.00 was deducted from her card and caused 500+ overdraft. I telephoned the ship and was unable to speak to anyone. I left a message with my telephone number for someone to contact me immediately . I need urgent attention to this problem.Can someone take action because if I was the one who messed up you would be all over me like everyday on the cruise messages were left for me to pay the bill the bill is now paid and I ned the refund to my daughter' card. Thanks for your urgent reply.
I added a fourth person to my cruise and ncl pearl changed my cabin to accommodate the four of us. We had a much bigger cabin when there were only 3 of us. We were given cabin 9028 we could not even get our luggage put away with the four of us. The balcony was so small only two people could sit there. I have used NCL many times and was really disappointed. So I was charged more to move to a smaller cabin? I am disabled and could not even get to the balcony without tripping over our luggage. If I was told that the cabin was smaller in the beginning I would have rebooked on another line. By the way you need to take a look at the other lines i.e. Carnival who wait till you are out of your room in order to clean, also the towels are replaced every time you use them. No dirty dishes were removed and had to call room service to pick them up or take them upstairs my self. I can keep going but I am pretty sure that I am not going to sail NCL again.
Thanks
NCL Cruise Line
I am writhing this letter to your customer service department as well as the president and CEO of NCL. The reason for this letter is the disgusting way in with we was treated on board the getaway by your crew.
First of all I was under the impression that it was mandatory that all passengers and crew attend the life boat drill, well on May 23rd not only did I not attend but it seems as no one from the haven attended either as people were still eating lunch and drinking while the drill was taken place. I will be contacting the U.S. Coast Guard to file a complaint that this ship is not complying with the law. It is the responsibility of the Captain and the crew to make sure that all passengers attend this safely briefing. Your crew should be ashamed of themselves for not taking this mandatory drill more seriously.
We purchased what we though was a suite in the haven, when we checked in our key cards said we were in the haven, however we were located on a completely different floor. We were sold on the fact that the haven was a ship with in a ship, and it's privacy, and access was limited. This was not the case what we received was a spa suite with haven access. I feel this was a complete bait and switch. Your sales team should have been honest and upfront about what we were getting. When I complained I was told it was the haven because we had access to the haven. But I was not sold a suite with haven access I was sold that I was in the haven otherwise I just would have gotten a mini suite. The results would have been the same except with out access to the haven.
On Monday, the first day of our sailing we had to notify security that the people in the cabin next to us became very aggressive with us. The wife leaned over the balcony and asked me to turn down the music, which I did, mind you it was at 3 pm in the middle of the afternoon. About 5 minutes later the husband Leaned over and asked me to turn down the music, I said no it was 3 in the afternoon and he became aggressive with me, words were exchanged but once he told me he was going to throw me overboard and get back at me, we decided to call security. I took what he said as a threat, however security did not take it serious at all. I was treated like a criminal for doing absoultely nothing illegal or wrong.
Security came and we all resolved the problem. I didn't want to have issues with them all week long as our cabin were next to each other, the cabin that the other guests where in was not a suit or a room with haven access. To my surprise that is exactly what we had people next door that love to cause problems, and they did.
They continued to complain about noise, they even complained when we were not in our cabin. On Tuesday at 4:30 pm they called security and waited at the elevators for security to come. Security came to the door but we were not there so how could there have been noise coming from our cabin? The reason we know about this is we were told by the David your head of security on Wednesday.
The straw that broke the camels back was Tuesday night at about midnight there is a knock on my door, I open the door to find a aggressive security team accusing me of scratching the walls and the floor just to upset the cabin next door. I was in bed making love to my wife, so you can imagine how pissed off I was at these claims. There was absolutely no reason for anyone to be knocking on my door at midnight unless there is an emergency. I assumed that I would receive privacy when the do not disturb sign was turned on.
I told security off and closed the door, shortly after, the harassment from you crew continued, I guess the head of security (David) or something shows up talk to me, my wife answered the door, and this man who had a chip on his shoulder became very aggressive asked to speak to me, she said why that there were no issues here and that I had calmed down, he demanded screaming at my wife with no respect for her, it was so bad that she told him not to speak to her in that manner he then pushed his way into my cabin without permission, he never asked if he could come in he just flowed her in the cabin while I was naked and in bed. He started in with me I repeatedly demanded that he leave my cabin, but he refused to. I must have asked over 10 times, mind you I'm now standing naked face to face with this man in the middle of my cabin, which he was not invited to come into. I did nothing illegal, nothing to jeopardize the crew, passengers or the ship, this man over stepped his boundaries when he placed his hands on me without any provocation, he has no idea how to deal with people, (paying passengers on vacation). I have filled an official complaint with the Miami Dade Police Department upon my return, I was verbally and physical assaulted by this officer / crewmember on this ship. I may be out at sea, but I still have rights, and these right were violated by your employee, 1st by entering my cabin without consent, there was no probable cause for him to enter my room I did noting illegal, 2nd by placing him hands on me in my cabin while naked, 3rd he refused to leave my cabin when asked to well over 10 times.
Now by this time I'm steaming the man is threatened me that he was going to put me in the brig so I told him to f off and continue to asked him to get out of my cabin, he finally did and as I closed the door in his face he once again threated me, and I once again told him to f off. He stated to the other security officer to make sure he documented everything; I did not know what that meant till the next day.
Wednesday morning we are getting ready to go one our shore excursion when the phone in our cabin rings, I answered the phone and once again the harassment continue, its that David person again, except this time he telling me that the captain has ordered me off the ship, I said you have got to be kidding me, and that I would like to speak directly to the captain, He stated for me to go to guest service and we could meet the captain there. About a half and hour later my wife and I went to guest services and David one again met us, no sign of the captain. My wife did most of the talking as she was trying to explain to David that the way he handled the situation the night before was extremely unprofessional and that there are many ways to deal with people that he was wrong for how he irritated and created a situation that there was no reason to. David created this mess not me or my wife his aggressive actions and unprofessional manner are to blame not me.
At this point we explain the issues we were having with the people next door an David kept validating what we were saying by checking on our statements, we once again asked to speak to the captain again, finally we were told that he would be down in a moment. We waited about 10 minutes and another man came in stating the he represented the captain, he barley spoke any English and was extremely hard to understand. We tried to talk to him but he could of careless what we had to say, all he kept saying was that i miss behaved as if I were a child. This man treated me as a complete criminal; he had no right talking to me as if I were his child. I am a paying passenger who has travel 2 other times in the last 8 months with NCL, once in the Haven and the other in a Spa Suite, I am entitled to some respect, no of which I was given by any of your crew members.
The man was judge, jury and executioner, had not interest in resolving the issue or hearing how his crew treated your guests. Instead he decided to lecture me a 46-year man like I was a teenager or his child, with no respect for my wife or me.
I once again asked to speak to the captain, I was once again told to hold on. We waited yet another 10 minutes and this man returned and stated that his decision stood and that I was to disc embark the vessel, however, my wife was welcome to stay on board. REALLY, you have got to be kidding me, what away to treat people. My wife then told the man that ok we would both leave as they have made her feel very unwelcome. The was a complete abuse of power by this officer and your security department.
We where then told that they would help us make all the necessary arrangements, they did noting but sit us at a computer and demanded that we purchase an airline ticket so that we could disembark in tortilla. I was told that if I refused that they would call the police and have me removed until I agreed to purchase a ticket home at my expense.
At this point my wife called guest services and spoke to yet another extremely unprofessional person, she explained what was going on and the response from your guest services department was that we should call a family member to make arrangements to get home.
I now completely understand the attitude of all NCL employees, its apparent that this lack of professionalism comes all the way from the top down.
The person that handled our dis embarking was more professional then your staff, he help us more that any of your staff members. He also confirm that he was instructed to call the police if we did not purchase a ticket home, this man even agreed that there were may ways that this situation and he was as shocked as we were. Wow your own agent!
We incurred well over $5,000.00 in additional expenses to get home due to no fault of ours, due to your officers chip on his shoulder because I told him off for entering my cabin without consent and assaulted me.
My vacation was ruined, and there is no price tag for what that costs.
I understand that the laws are different on the sea, but I still have rights, and my rights were violated, I will be seeking the maximum that the law will allow both monetary and criminally against your officer.
Dear Sir or Madam,
We Adrian and Jacomina Verhulst sailed with the Norwegian Epic From Miami on April 19 to Barcelona and arrived there on April 30 2015.
Our room was 11293. Our daughter Joyce Galenkamp had her room at 11301.
We were unable to open the survey, perhaps because we are late in responding. Our apologies for that.
Food: Excellent.
Entertainment: Some shows excellent. Disliked the loud music. It was very difficult to find a quiet area.
Swimming: we were disappointed that we could not swim lengths and do exercises since it was a shallow pool with sprinklers.
Other complaints: We traveled with our daughter Joyce Galenkamp(11301) We booked and payed for her trip and had explained to the sales agent Kim Badeker her situation. She had been seriously ill and had a partly foot amputation. The wound is still not healed and she has severe pain. She also was not allowed to walk on it. We requested to have a room with easy access to the activities.
We mention it again on the final payment on Jan. 12 2015. Our daughter also called the cruise line direct several weeks before the departure and also asked for wheelchair assistance on arrival.
There was no help or wheelchair for us on our early arrival and no help available. We did complain to the office about it.
Our rooms were in the back of the ship. All the activities ( dining rooms etc.) are located in the front. We had to walk to the front with her step scooter if we wanted the elevator going to 5. The few elevators for 5 were always crowded. Sometimes our daughter just went out of the elevator and returned to her room since being bumped on her foot was very painful. The other way to get there was with the escalator and walking through the casino's on an uneven floor, which again was very difficult with her scooter.
We have been very disappointed and unfortunately we can not recommend your cruise to our others.
Sincerely:
Adrian and Jacomina Verhulst.
Over the years, I have cruised NCL many times, most recently 3 times in a four-month period. I'm not certain why I would keep returning given the fact that my best cruise was my first (1980's) and each subsequent cruise has become worse (specifically customer service).
On my January 2015 sailing, I hurt my ribs and went to the hospital on-board for treatment. An x-ray was taken, and the ship's doctor (very disheveled appearance) told me I had shingles and that my chest x-ray was completely normal. Two days later, I disembarked, flew home to Atlanta, and went straight from the airport to the hospital. 30 minutes after my arrival, I was told I had four broken ribs (as a nurse of 35 years, I already knew I had rib fractures). The ship's doctor would not allow me to look at my own x-ray. This was a tremendous waste of time and money on the ship, and truly another disappointment.
I feel compelled to write this complaint about the service we received on the Epic 8-15Mar15. It was so poor. We were celebrating our 25th wedding anniversary. I cannot believe we paid for this trip!
With the only exception of the housekeeping and dining staff, my opinion of the rest of the staff is that they didn't want to be there and therefore did not care about giving good customer service.
Right off the plane, we encountered a condescending transfer rep. The bus driver begged for tips. Reaching the ship,the very rude Port of Miami workers demanded tips or our belongings may not get to the ship. Onboard,we dealt with the very rude photography staff (Art,Eugene and Aung). One of the photographers,Art Laynos, was new and did not know or care about the fact that he gave me one price and charged another higher price. It was a big hassle trying to get the picture for the price Art initially quoted. I felt harassed by the manager, Eugene trying to get this settled and he,
too, didn't seem to care.
We used the spa daily and it was clearly evident that the workers were unhappy. I constantly had to ask for help when they were clearly standing right there. This is not McDonalds In the States....it's a spa for goodness sakes!
The reggae singer was much better than her band members. They were not only unengaging but obviously just going through the motions. It also seemed that the bass player was just learning how to play. This is not what I paid for!
The food at OSheehan's was not good at all!
It has been my experience that when a company renders a service good or bad, it is a clear reflection of the leadership of the executive office. I will let you make the connection. I cannot in good conscience give your cruise line raving reviews or referrals any longer and plan not to cruise with Norwegian again.
Won't cruise NCL again. Going back to RCL and Princess Cruise's. Don't believe a word they tell you. I was told if I book directly with them they would honor the better pricing if prices went down. When I found the better pricing they told me that was not their policy. That's Ok I will spend my money elsewhere.
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