Not the Haven experiance that I expected

I assume a few posters have forgotten what we teach our kids...if you don't have something nice to say......

...preceded by...

Geeze, some of you folks are a little vicious, blaming the op' and family.

Ironic?:rolleyes:

I am sorry to read that something didn't go as planned for OP. But, I'm not really convinced from the original post made that reflected a disappointing Haven experience. The issues - as written - had more to do with poor organizational management and operations at POM (Port of Miami) Could NCL done a little more and/or make an effort to discuss & review future matters as a whole, surely ... of course, as an advocate for passenger comfort & good customer care/services. OP has reasons to be upset and not happy, but it's deflected and off tangent, IMHO - left behind by the extended family clan ...

Sure, I understand the excitement and eagerness for anyone & everyone to get onboard ASAP, whether it's a Haven experience or plain sailing without all the bells & whistles, that ... not even many have the luxury and benefits of taking advantage of.

Both my FIL and mom - when they're still around then - had mobility issues, used a walking cane, walker, rollator and transport wheelchairs when needed ... with their gradually frailing health - we would never walk ahead or have the attendant trail us from behind. We walk alongside them when possible or behind them - sometimes, one of us in front and another behind, that's how we do our "escort" duties.

Was there something else that the Haven experience left the OP with an unpleasant experience - something else the butler and/or concierge did or did not attend to, or, other NCL team/crew members ... I like to read about it, in keeping an open mind about all these. Was NCL aware of and informed of the "incident" and make any efforts to address it ?

...preceded by...

 

 

 

Ironic?:rolleyes:

Yeah

Sent from my iPhone using Forums

It is easy. Walk WITH them not in front of them. I used to do that with my mother. But after she pointed it out to me I tried/worked hard to do just that, slow down. I lost my mother on Sunday. Would give the world to do that slow walk with her one more time.

 

 

Sent from my iPhone using Forums

My condolences; I have read your posts on CC saying you cruised with your Mom.

Thoughts are with you.

From what you are saying, your issue is with The Port of Miami and Not with Norwegian or The Escape.

 

Norwegian only controls what happens on board any ship.

 

The Port of Miami is the authority once you enter their property and until you walk on board your ship.

Doesn't NCL contract with the Ports and the process for boarding their customers?

Is it really that the port can do what they want; I am thinking they have a contract about the processes etc. within the port requirements and NCL can make some requirements?

So, NCL could contract for better service for people with disabilities. Some of the situations on this post alone are unacceptable and NCL should help better this situation in every port.

NCL, after all is known for their good customer service and it should start at embarkation at the port; there really is no difference between the port and the ship to NCL customers, and so the experience shouldn't be.

Doesn't NCL contract with the Ports and the process for boarding their customers?

 

Is it really that the port can do what they want; I am thinking they have a contract about the processes etc. within the port requirements and NCL can make some requirements?

 

So, NCL could contract for better service for people with disabilities. Some of the situations on this post alone are unacceptable and NCL should help better this situation in every port.

 

NCL, after all is known for their good customer service and it should start at embarkation at the port; there really is no difference between the port and the ship to NCL customers, and so the experience shouldn't be.

The port has rules, it appears one rule is that the elevator is only used for those leaving the ship during disembarkment, and it’s common knowledge that passengers can’t board until the ship is cleared.

The escalator was broken, what should’ve happened?

Yes and no...

As part of negotiations, certain terms can be established but also the port likes to keep procedures common between lines for obvious reasons, so changing them often incurs a substantial cost, and is typically reserved for issues that affect a large passenger base.

To put it another way, NCL is not going to worry about PortOps elevator policy unless its causing a substanatial problem for a large number of customers.

Doesn't NCL contract with the Ports and the process for boarding their customers?

 

Is it really that the port can do what they want; I am thinking they have a contract about the processes etc. within the port requirements and NCL can make some requirements?

 

So, NCL could contract for better service for people with disabilities. Some of the situations on this post alone are unacceptable and NCL should help better this situation in every port.

 

NCL, after all is known for their good customer service and it should start at embarkation at the port; there really is no difference between the port and the ship to NCL customers, and so the experience shouldn't be.

Doesn't NCL contract with the Ports and the process for boarding their customers?

 

Is it really that the port can do what they want; I am thinking they have a contract about the processes etc. within the port requirements and NCL can make some requirements?

 

So, NCL could contract for better service for people with disabilities. Some of the situations on this post alone are unacceptable and NCL should help better this situation in every port.

 

NCL, after all is known for their good customer service and it should start at embarkation at the port; there really is no difference between the port and the ship to NCL customers, and so the experience shouldn't be.

Unless NCL operates in a different way than the other cruise lines down here, those are NCL shoreside employees in the terminal. They're wearing NCL name tags and NCL jackets, ties, etc.

I was under the impression that they put on different name tags/jackets/ties depending on what cruise line was there that day.

I was under the impression that they put on different name tags/jackets/ties depending on what cruise line was there that day.

It's possible that NCL's doesn't operate the same way. I thought they ran ships out of their Miami terminal on a regular schedule. The terminal decorated in such a way that I thought they used it regularly. There is a lot of signage to be swapping out during the coat and name tag changes.

My mom needs wheelchair assist to embark/disembark - the distance, incline and rushing crowds are too much for a petite woman in her late 80s. Next cruise, she will bring a rollator for the first time, at my assistance, as for most distances, she is fine with a cane.

In Miami, last Escape, there was a little confusion probably because it was our first experience with wheelchair assist and a new person at the assist area in the port; but we still boarded with wheelchair and CAS (which we were as well). In retrospect, I assume the delay in obtaining a wheelchair was that they were in use for disembarking passengers. Our next cruise is out of Miami in the Haven and we've requested wheelchair assist and I assume it will be handled smoothly.

I'm sorry the OP had a bad experience and that it carried through the week.

I am writing this because we experienced a port attendant who went above and beyond for our June 2016 BA Haven cruise. I actually think she was more frustrated than we were. Unfortunately, I no longer have her name available, but I hope POA is correct and port attendants are NCL employees as I completed a hero card for her. Her service recovery and numerous attempts to ensure service recovery made it impossible for us to be upset.

Shocking, I know, but there was total confusion in NY, obtaining a wheelchair to embark, thanks to the first port attendent we encountered. The wheelchair assist was very close to the entrance to the terminal; the Haven closet, oops registration area, is "a soccer field" length to the back. The first attendant knew we needed assist and told us to walk to the back and they would get a wheelchair - flat surface so ok. The Haven registrar requested a wheelchair but the Gem was also in port and they didn't have enough radios so our hero kept trying to flag down someone in charge to get a chair. We sat there and watched the terminal clear, as all were boarding. Two hours later, after just about everyone had boarded, out of frustration, our hero, ran to the ship and got a chair and an escort. The ship escort told us we were in the wrong spot and he was worried he'd be in trouble. Apparently, they were ignoring the radio requests?? She kept telling him, they've in the Haven. We told him, not to worry. We boarded and enjoyed the rest of the cruise. Yes, it was frustrating but it didn't last - all was well by the time we heard the washy, washy song and the Haven elevator welcomed us.

One person can make a difference!

I can find out on Monday, but Carnival, Princess, and Holland America employ the shoreside terminal employees at their respective terminals. Carnival's are year round jobs, while HAL and Princess are seasoned because they don't sail out of Florida year round. One of our neighbors has worked for Princess seasonally for years. We also know some people who work for Holland America.

 

It's possible that NCL's doesn't operate the same way. I thought they ran ships out of their Miami terminal on a regular schedule. The terminal decorated in such a way that I thought they used it regularly. There is a lot of signage to be swapping out during the coat and name tag changes.

I’m really only familiar with the Manhattan raise terminal, but I do believe the employees are hired by the port of NY, NCL is their customer, just like the other lines that sail from there.

https://www.portsamerica.com/portofmanhattan-new-york.html

I don't have a dog in this fight...just putting it out there that some (not all) responses were downright rude. I assume a few posters have forgotten what we teach our kids...if you don't have something nice to say......

How was calling people rude a nice thing to say?

Stinks when you don't live up to your own scolding.

Self-awareness is a good thing.

I was very disapointed in the way things were handled. First let me say I have mobility issues. We arrived at the port of Miami and got through the security check just fine. From that point on, it was a mess. We waited in the Haven lounge and got our key cards. They took my family through the port, but when we got to the escalator to go upstairs, it was broken and I cant do stairs. Well, they took the rest of my family up leaving me to sit in a crowded corner. They wouldnt let me go up in the elevator because they said there were still 59 people still on the ship. What that had to do with taking the elevator up I have no clue. About 1/2 hour later, the got me into the elevator and up I went to find my family. When we finally got to where they scan your card, my daughter's and mine didn't work, so had to sit right there in folding chairs for another 20 min while they went back down and reprinted them...We missed the welcome talk in the Haven. I will get back to this with an update when I hear back from customer relations. Just wasn't what I was expecting [emoji35]

 

Sent from my SM-G935P using Forums mobile app

A bad day on ac cruise is better than a good day at work.

That's somewhat correct.

In most cases they are not employed by the lines directly, but through a third party, which may or may not be the port. Different lines may use different 3rd party companies and at some ports where they have a daily presence, they may run their own staff (RCCL did this out of FLL for a while not sure if they still do because they had at least one ship per day). So it may not be as much of a swapping ties as you only work the days your contractee is in port and may do something else on the other time. I have a friend who works at port of Galveston, she does Carnival and RCCL through the same company and when not working on a cruise day they have her working security at a museum that hired the same firm.

It's also more complicated because it may depend on the job. Porters are usually via the port, but folks like wheelchair assistance could either be third party or via the port, not typically hired direct. Line agents can be third party, port or direct (see RCCL above), cargo is usually the port unless the shipping company provides the staff etc. And special jobs may be filled by cruise line staff (for example, the Haven check-in host could be because that's not a common job across lines)

In this case, because it is very rare for disability assistance people to be cruise line direct, I would assume port operations handles it. If the issue was with a desk agent, I wouldn't be as sure, NCL does enough out of Miami to warrant their own staff if they went that way.

I was under the impression that they put on different name tags/jackets/ties depending on what cruise line was there that day.

I have to be honest, getting very tired of hearing this...

Yes, I mean I suppose it is, but its still a bad day on a vacation that good money was paid for and it implies that issues should just be let slide because you are not at work.

That doesn't mean every issue is major, but it is also very dismissive.

A bad day on ac cruise is better than a good day at work.

It's frustrating for sure and I can totally see your point. The elevator issue just doesn't seem right to me, sounds like a communication issue on the land part to get to the upper level which should have made no difference... unless they were sending people all the way down on the elevator and didn't want to stop in the middle.

I've never sailed in the Haven because I just cant afford it. I'm not saying this about you but I have often wondered if folks that pay that extra money to be there have a thought of entitlement because of what they pay for that location or status of staying there. Seems these days I see a lot of Haven related questions but maybe it's just me.

Hope the rest of your cruise went better than that.

The elevator issue just doesn't seem right to me, sounds like a communication issue on the land part to get to the upper level which should have made no difference... unless they were sending people all the way down on the elevator and didn't want to stop in the middle.

 

I have to be honest, getting very tired of hearing this...

 

Yes, I mean I suppose it is, but its still a bad day on a vacation that good money was paid for and it implies that issues should just be let slide because you are not at work.

 

That doesn't mean every issue is major, but it is also very dismissive.

Agree 100%

Agree 100%

of course a bad day is a bad day. But it appears the OP is basing the entire cruise experience on the embarkation and the fact they had a suite. OK, suite guests are entitled to certainly a little more attention than the rest of us, but I almost get the idea she is saying: I am special so I should have been given special attention over others. That plus one bad experience does not ruin a cruise unless one is very negative to start. I think we have all had experiences on a ship or elsewhere that didn't sit right. We don't go nuts over them. I think if I were to go back over every cruise we have taken(about 40) on every mass marketed line, I could find something to grip about 90% of the time. Heck we had a nightmare debarkation in NYC on the Breakaway our last sailing. it didn't cause any in our group to post "poor me"

While away I was also wondering if it had something to do with customs/borders, i.e. the elevator is emptying into the 'secure' zone and even though the difference may be a stanchion, incoming passengers can't enter the secure zone until debarkation is done.

I can see why they would only want the elevator for departing guests. First, if someone see someone, walking or in a wheelchair, getting into the elevator, you would have folks trying to get on to get on the ship (you know how people are....if he got on, I'm getting on). Now if they did take someone up, when you get to the deck, you would have someone trying to push their way out of the elevator, while folks are pushing to get on. It would be a disaster, IMHO.

While away I was also wondering if it had something to do with customs/borders, i.e. the elevator is emptying into the 'secure' zone and even though the difference may be a stanchion, incoming passengers can't enter the secure zone until debarkation is done.

The people who work in the Miami terminal are employed by a company which has the contract from NCL to manage their check in, credit card / payment set up, ID checks, etc.

It looks it might be Aramark based on the job ads for port positions. In any case, it is a company operating for NCL on an NCL contract. They're not Port Miami employees.

Thx. In some ports the port contracts with Aramark, etc - wasn't 100 percent sure at Miami.

The people who work in the Miami terminal are employed by a company which has the contract from NCL to manage their check in, credit card / payment set up, ID checks, etc.

 

It looks it might be Aramark based on the job ads for port positions. In any case, it is a company operating for NCL on an NCL contract. They're not Port Miami employees.

How was calling people rude a nice thing to say?

 

Stinks when you don't live up to your own scolding.

 

Self-awareness is a good thing.

I think Chips Mom is absolutely right to call people out for their rudeness. It's not rude to be intolerant of rudeness. I suppose I'm rude for commenting on this. :confused:

This board is pretty good and it's so much better when people are nice to each other. I'm totally new to NCL, just researching for a possible trip.