OscarMcSloth

12 hours ago, Montanagirlalways said:

A very different scenario. I also would have loved1 less sea day. We had 2 additional sea days and 2 less ports plus there were 2 itinerary changes within a week of cruising meaning cancelling excursions rescheduling then cancelling again and rescheduling over a holiday weekend. And your getting 50% off your next cruise for missing 1 sea day. 

Agreed, it is completely different. We're also talking about the way it was handled by NCL retrospectively, not how we enjoyed, or felt, or celebrated on said cruise. 

It could not be more different:

- 1 day vs 2

- 50% of our ports

- a true trans-ocean cruise, not a domestic cruise from the NoCal to Hawaii

You need to understand who the demographic is on a TA leaving from NYC is. According to the Cruise Next team the average age on our cruise was 60 years old. Rebooking international flights and hotels 96 hours out is challenging enough, but when you're talking about an international cruise, with jacked up shore excursions (many folks were going just for Normandy or Paris) and needing to rearrange travel on top of everything... 

3 hours ago, NLH Arizona said:

If you read my post, I said the 25% refund was  less taxes and port charges.  So, you thought they were going to hand you $300 without out you providing receipts.  Generous,  50% plus $300, with receipts, for missing two ports, yes I do, but if you don't that is your right to disagree.  

I'm not sure what it is, maybe you have to have been a part of the cruise to fully understand but please keep in mind...

25% of the cruise fare doesn't touch the taxes or port fees. So for most people that math ends up being more like 16-18%, not 25%. Also keep in mind:

- the itinerary was modified twice from its original course

- the second itinerary change was AFTER most folks rebooked travel. This was over the holiday weekend making it a disaster when they re-added ports for those of us that made plans to go see places like Normandy after it was removed the first time... oh but wait... the $300 travel credit can cover a SECOND rebooked flight right!?!? I think not...

-50% of our ports were cut

- the NCL Cruise Portal was not updated to reflect the changes until 24 hours before sailing.

- the only notice NCL gave on the cruise portal was a vague banner that the trip had been changed, not to what, not why, no details (attached)

- Passengers were told their booked excursions for the ports that were cut and then again re-added (La Havre and Belgium) were canceled and that they would have to rebook - only to find the excursion tickets for the original purchase in their staterooms upon boarding

- the second change was made with 96 hours before sailing... 96 hours. At this point many people weren't even aware of the FIRST itinerary change, let alone a second. 

- customers, like myself that pleaded to switch to the Pearl TA or be refunded were denied, even after messaging executive leadership - we had no options

- Because of the ships northern route most of the outdoor activities remained unusable or closed

- future cruise credits and travel compensation has still not been refunded for anyone as far as I know

- this is all on top of expected inconveniences with a ship going into dry dock such as: sections of the ship being closed for prep work

You need to understand that what was offered was not 50%, it was not 50% mathematically or on principal. Remember this cruise went from 50% to nearly full capacity because of the RCL fiasco. You really think that after the way NCL handled this that people from RCL sailing with NCL for their first time would ever return to use their "generous" 25% future cruise credit? I'll tell you right now, most NCL loyalists won't be returning to use that credit let alone those whose first experience with NCL was this cruise. Anyone with an ounce of common sense understands that NCL is counting on people not using that 25% (really 17%) future cruise credit.

Listen, everyone is entitled to their opinion but unless your a glutton for punishment the way that NCL handled this situation is/was completely unacceptable and unprofessional. I've grown up in, on and around boats, my brother was a submariner - you're kidding yourself if you don't think NCL knew when Getaway was launched when and where she would have her first refurb.

I did see a member of the same group take two heaping plates literally piled 5 inches high with walnuts over to his table as well as another member filling up a thermos with honey. Talk about adding insult to injury, I mean, I'd like to get one over on NCL too but reselling walnuts on eBay is not my preferred method. 

I think so many of you make valid points, that said the largest factor that is missing out, is the timing and announcement to passengers. Not only was the itinerary changed. But most folks did not find out until 6-8 days out (if they were lucky). I was checking NCL every day for upgrades and had the NCL app... I sill did not find out until CC. I even messaged NCL on twitter only to have the Official NCL account CONFIRM that the itinerary was 12 days with as planned ports... So regardless of if you think the comp was or wasn't adequate, or if NCL knew or did not know... It does not change the fact that they should have notified passengers sooner and in a better manner than the ambiguous banner that eventually did display 96 hours out on the NCL page. 

Also let's not forget that they then changed the itinerary AGAIN following the holiday weekend. So those of us that made arrangements to then see France or Belgium, because they had been removed in the 2nd version of the itinerary were sorely frustrated when they were then again added back.  While we made a great time of it and the water was pleasant during our crossing. The attitude of many staff and the cleanliness of the ship were undeniably impacted. The bathrooms by Tropicana literally smelled like cat litter and urine the ENTIRE cruise, foul. Oh and one last thing, we were told that all of our excursions were canceled and this was confirmed by the NCL phone agents before departure, only to find tickets and billing for said excursions upon day two of our trip. And for the record the Customer Service desk was immensely long until day 7 or 8, believe me... I know.

15 hours ago, gogators! said:

Emotion stress is an understatement.  My best friend has had about a dozen siezures over this nonsense.  It's important to understand the psychological impact of their selfish decision.  We couldn't take it anymore and cancelled.  Can't imagine a negative cruise ship atmosphere.

Sorry to hear about your friend and your trip.

We are working with Vivian to try and cancel. With 24hrs to go we should be relaxing and looking forward to tomorrow but it's just been a mess of trying to replan travel, get refunds for hotels, regain approval for time off, rebook daycare... it's just a lot, especially to get on a ship with less than trilled passengers, owned by a company that has been outright hostile towards it's customer base. I'm really let down because I've never had a bad experience with NCL before and I really loved the brand - I feel like a complete idiot for having been a huge advocate and brand ambassador for them. 

11 minutes ago, km202 said:

As happy as I am that they are still going to Belgium and France after all, the second last minute change to our itinerary in less than a week has me really freaked out and extremely anxious about changing our flights. I don't want to book my alternative plans until we 100% know that this is the final change and that the ship is really going out and won't be cancelled like the Oasis TA. I know we risk the airfare rising to Lisbon or Dublin, but worst case scenario, we change our Manchester flight for free rather than cancel it and just leave early. Not ideal, but I'm not going to get screwed twice. 

Good call... We rebooked the extra two days in France to see Normandy since it was axed from the new, new itinerary and now obviously with the new, new, new itinerary I would have definitely booked some time in Spain, Lisbon or Dublin instead of seeing France 3 times/days... It was a nice gesture that they were "listening" to customers but making changes like this 96 hours out is honestly just adds more chaos. And to be really honest it's hard to believe that this second switch up wasn't planned. The notice in NCL Portal is/was extremely vague all it says in NCL Portal Message center is that the trip was reduced from 12 to 10 days and for folks to call for more details. It's said that since Monday. After emailing the CEO of NCL holdings and the CEO of NCL as well as the head of the NCL holdings board I am fairly certain that this adjustment is a ploy to look reasonable if customers to decide to pursue litigation. At this point, I honestly don't care, it is what it is, I almost just want it to be over with, the whiplash is more painful - "NCL just take my money, tell me where I should go" 

They knew darn well with this change up that they weren't going to be able to please everyone and that many folks rebooked over the holiday weekend. The fair thing to do would be to refund 50% straight up and continue to sail, or give folks the option to #getaway from this trip with a full refund. 

2 minutes ago, Turtles06 said:

I'm not on the Getaway TA, but as I posted on here several days ago, I am appalled at what NCL has done.   Over the weekend, I sent an email, as a long-time NCL customer and shareholder, to Andy Stuart and Vivian Ewart expressing my dismay at the last-minute , substantial itinerary change and the unacceptable compensation being offered.  (This was before NCL lifted the restriction of $300pp to air travel, and before NCL offered a future cruise credit; this is still insufficient as far as I'm concerned.) 

 

In my email to NCL I said I thought they should allow people to cancel without penalty, and, for those still going on the cruise, pick up the full cost of transportation changes and two nights in a hotel, etc., give people more than 25% back, and give a future cruise credit as well.   I told them that I would be watching how they ultimately handled this, and would make my future cruising decisions accordingly.

 

To my great surprise, I received a voice mail this morning from a woman in NCL's Executive Office (darn, I wish I'd been able to take that call!) stating that they had received and read my email, and that she was calling to thank me for it and tell me how much they value me as a customer.  

 

That was nice, but they still need to do more for the people on the Getaway TA!

 

 And I will repeat a comment I posted here several days ago: folks who are NOT on this cruise should ALSO be emailing NCL to express how disgusted they are about what NCL has done.

As someone booked on this cruise - I sincerely thank you for taking the time to reach out to the NCL executive team. There is certainly power in numbers and when they receive notes from loyal customers not even sailing 4/27 I am sure NCL begins to grasp the reputational risk. 

Tweeted @JaninePuhak  who covered the NCL Sun fiasco last April to see if she could help bring this to light. Please share/retweet if you feel so inclined. 

https://twitter.com/perrypetrozelli/status/1120443176752435200

8 minutes ago, smplybcause said:

 

That's more or less what they're doing. 25% refunded, 25% as a future cruise credit, and $300 pp for either transportation changes or hotels. 

That's a negative ghost rider...

In what world is 25% of CRUISE FARE only (mind you they cut 50% of our ports, but no refund on port fees or taxes) and 25% off of a future cruise the same as a 50% refund? As it is that 25% is really more like 18% and the $300 per person fee is not for whatever you want... as the NCL rep explained to me on the phone it's primarily for pre-booked and re-booked travel arrangements and is limited to their approval and to be paid out.... god knows when. Not the same as 50% refund especially considering a good chunk of these folks were from the Oasis and were giving NCL a try, that 25% future cruise credit is as good as toilette paper. 

27 minutes ago, blcruising said:

It isn't about value or contracts or calculations. It is simply about doing right by your passengers. As a gesture of goodwill, you give these people an option to cancel for a 100% refund or choose to carry on with the abbreviated sailing. That is strong, A+ customer service...going above and beyond what all of the BS in the "contract" requires. That is how you build long-term goodwill and customer relationships. NCLs actions have repeatedly shown they couldn't care less about this. All they want is revenue, nickels, and dimes. They're not bashful about it. It's a choice they've decided to make. Anyone can be average. It is a heck of a lot tougher to initiate a culture that goes above and beyond average.

👏100%

The point that cruiser1955a makes is like justifying running down a pedestrian because you had a green light and they had a do-not-cross... People are generally reasonable, we understand that things happen, that plans change. But this isn't the Epic hitting a pier, this isn't the Escape being hit by 100mph winds, it's not an unexpected pod failure or being caught in a bomb cyclone. It's about the modification to the trip being unreasonable, which sucks... but larger, the fact that many people like myself that STILL have not been notified from NCL and would not otherwise know to modify their travel arrangements if it were not for Cruise Critic, Twitter and Facebook... Notified of a change that was WELL known in advance, not 8 days before she sailed. For anyone in this situation, the comp and the 25% may sound fantastic... but when you have 8 days over a holiday weekend to rebook something you already booked a year ago.... AND to shell out money for new travel arrangements without a refund in advance, thats tough for most folks, financially and logistically. 

Anyway, no hate from me. The whole experience has been a positive overall. I've used Cruise Critic for info here and there in the past but never for a roll-call or to be actively a part of a cruise. If it were not for the Getaway roll call folks my partner and I would still have no clue our trip as modified. So I am extremely thankful for the folks in this community. And as far as NCL is concerned, I have been more or less a fanboy for years. I've honestly never had a bad experience until this. Like I posted earlier, mistakes happen, its inevitable. However, the quality of a company really comes to light in how they handle mistakes and situations like these. I am extremely happy to be better educated, to have a point of view on NCL as well as where I'll be spending my $$$$ next cruise. I love me some lemonade, so whether I choose to proceed and embark (or not and dispute with my cc) I will be having a fantastic time.

1 minute ago, Laszlo said:

 

Good luck with that. This is why people should get insurance. My wife and I went thru the same crap last September on the Escape when our cruise to Bermuda turned into a cruise to Port Canaveral Florida, GSC and Nassau, we never did make it to Nassau. Our entire itinerary was screwed up. NCL offered us Zero. Consider yourself very lucky your getting back 25%

Thanks for the advice. The majority of insurance packages 3rd party and direct with NCL don't cover since this is not an act of God.

I just sent a little note to some folks at NCL sharing my thoughts and I suggest if you're unhappy with this situation that you do so as well. I added the CFO since many of these CC transactions for the cruise are being disputed, the head of their board as well as Franky D. 

vewart@ncl.com,
astuart@ncl.com,
MKempa@ncl.com,
RGalbut@crescentheights.com,
FrankDelRio@nclcorp.com

1 hour ago, sverigecruiser said:

I only say that some people don't care about the ports and that is fact, not my opinion.

  

I have never said that I should be happy with the situation but it's defenitely incorrect to say that "NO ONE" should book the new itinerary.

 

I don't defend NCL, why should I?

Your statement could not be less of a "fact". The facts are that the vast MAJORITY of people on this cruise and in general that purchase one thing, i.e a 12 day cruise (regardless of ports) and then receive another without the option of a full refund - are going to be upset. Mistakes happen, they are inevitable, we live in an imperfect world. Forget the situation I outline above of being given a different product than you paid for; what is unacceptable is that this happened a week out. NCL knew when Getaway was christened when and where she would be dry docking... To give guests such little notice, cut 50% of the ports out (of which they will not be refunding port fees or taxes) in addition to changing the duration of the initial cruise - that is unacceptable. And we are fortunate enough to be aware of the change. Many, and I mean MANY, folks have not even been notified by NCL or their travel agents yet. I have the NCL iOS app, I log into the NCL web portal every day and I log into our TA portal frequently... all of which still show the normal dates, all of which still allow you to book shore excursions for locations we are not visiting. We found out through twitter that the cruise was modified. 

I hope that you and no other NCL customers are treated with the disrespect and indecency that we have experienced throughout this process. I understand your inability to be empathetic, but perhaps this thread is not the right place for you to be trolling your opinion. 

1 hour ago, sverigecruiser said: