norwegian = worst customer service department ever

[spidybabe]

Its a shame that NCL hasn't handled this better. Both times we sailed on the Breakaway we found customer service to be lacking ,,, at guest services, in the casino, restaurants.... But on the Gem customer service is and always has been outstanding. Never understood how each ship can vary so much, except that the Gem has the best hotel manager in the entire fleet. They make sure everybody is as happy as they can be. Sorry this happened on your vacation. As I stated before, as a New Yorker and an adult, I really dislike those inside inside hallways. But to the cruise line EVERY inch of space counts....

Hope you get some sort of reply soon(still too late)

Safe sailing

[pokerpro5]

accmiller, this is getting ridiculous.

 

I am totally on your side here, but I also think you are sitting on your hands, waiting for a star to fall.

 

Don't bother with social media, web forms, or any other nonsense.

 

I understand that you already called the Miami office, but CALL AGAIN.

 

Ask for a supervisor. Tell them that you are getting zero response from all forms submitted online and from all social media accounts. Demand that someone in that office take ownership of the situation, and do not take NO for an answer. If you don't get satisfaction, ask who is the manager of that office, and when you can speak to them.

 

Anything short of the above will get you nowhere at this point.

[accmiller]

accmiller, this is getting ridiculous.

 

I am totally on your side here, but I also think you are sitting on your hands, waiting for a star to fall.

 

Don't bother with social media, web forms, or any other nonsense.

 

I understand that you already called the Miami office, but CALL AGAIN.

 

Ask for a supervisor. Tell them that you are getting zero response from all forms submitted online and from all social media accounts. Demand that someone in that office take ownership of the situation, and do not take NO for an answer. If you don't get satisfaction, ask who is the manager of that office, and when you can speak to them.

 

Anything short of the above will get you nowhere at this point.

 

I agree. I don't have time to deal with it today but if I don't hear from them today I will call in tomorrow and it won't be pleasant. To be honest, I can't believe I haven't received a single call or email back. It just amazes me.

[Crusin6]

I agree. I don't have time to deal with it today but if I don't hear from them today I will call in tomorrow and it won't be pleasant. To be honest, I can't believe I haven't received a single call or email back. It just amazes me.

 

Normally I wouldn't suggest this but if you feel it is warranted you could say that you want to alert them to a very serious issue you encountered on their ships and they must be made aware if it

 

Initially make it sound very very serious. You might want to sound upset and somewhat scared as well

 

They might take pity on you and connect you up the ladder

 

Don't sound irritating or wishy washy just go with the " I have a serious issue to report and I know Ncl wants to know about it"

 

IMHO the serious issue is the stupid agent they hired but in reality you had every right to not want your kids so far away

Edited May 7, 2014 by Crusin6

[accmiller]

Normally I wouldn't suggest this but if you feel it is warranted you could say that you want to alert them to a very serious issue you encountered on their ships and they must be made aware if it

 

Initially make it sound very very serious. You might want to sound upset and somewhat scared as well

 

They might take pity on you and connect you up the ladder

 

Don't sound irritating or wishy washy just go with the " I have a serious issue to report and I know Ncl wants to know about it"

 

IMHO the serious issue is the stupid agent they hired but in reality you had every right to not want your kids so far away

 

I hear you but to me it is very telling that they haven't contacted me yet. I can be very patient but this is ridiculous.

[time2cruise1]

I hear you but to me it is very telling that they haven't contacted me yet. I can be very patient but this is ridiculous.

 

 

You can be sure they have read in Miami everything you posted here. Not sure they ever will contact you. You have stated you are never coming back and will make sure others don't cruise on NCL. You expect a refund since you could have you kids sleep together across the hall which violates your contract with them. Clearly you were inconvenienced having to walk around the corner to sleep with one of the kids. I really don't understand all the effort to get an apology since that is all you will get.

 

 

Sent from my iPad using Tapatalk - Jim

Edited May 8, 2014 by time2cruise1

[hpecorari]

I hear you but to me it is very telling that they haven't contacted me yet.

 

You know.....you may be right. You started this thread May 2nd. Today is May 7th. The post before this one was post number 231. Maybe you are right.....and it is telling that they haven't contacted you.

 

In business we always want to keep our customers. However, there are a few times that we just realize that a customer is more trouble than it's worth.....and just accept that we've lost the customer.

 

My husband is self employed.....and we've had to do this a few times throughout our 35 years in business. Maybe.....NCL is doing the same and it's time to just 'let it go' and 'move on'.

 

Harriet

[Vacation Master]

What Harriet said. This horse is dead; therefore, stop beating it.

 

Sent from my SCH-I535 using Tapatalk

[Johnny Bananas]

NCL will typically chime in to threads like this.

Since that hasn't happened after 200+ posts I'm going to also suggest chalk it up to live and learn! Time to move on...

[NEMMRRC]

I suggest those telling the OP to drop it and move on take up a collection and make good on those $200 penalty he paid to cancel his original booking.

 

That should please the OP, the folks haranguing him and the cruise line.

 

Just an opinion from the peanut gallery.....

[accmiller]

You can be sure they have read in Miami everything you posted here. Not sure they ever will contact you. You have stated you are never coming back and will make sure others don't cruise on NCL. You expect a refund since you could have you kids sleep together across the hall which violates your contract with them. Clearly you were inconvenienced having to walk around the corner to sleep with one of the kids. I really don't understand all the effort to get an apology since that is all you will get.

 

 

Sent from my iPad using Tapatalk - Jim

 

If they have read everything I have said on here and still haven't contacted me that just highlights how bad their commitment is to customer service. I didn't violate any contract. There is nothing in my contract that says where people must sleep. I looked. In fact, the NCL rep told me how we needed to do it.

 

And it wasn't around the corner. I applaud you for your loyalty to them. For some reason, I expect people I do business with to actually honor what they agreed to. I asked for adjoining rooms was recommended by NCL that rooms across the hall would be just as good and cheaper. I agreed and paid the difference. NCL didn't live up to their end of the deal. It really is that simple.

[time2cruise1]

I suggest those telling the OP to drop it and move on take up a collection and make good on those $200 penalty he paid to cancel his original booking.

 

 

 

That should please the OP, the folks haranguing him and the cruise line.

 

 

 

Just an opinion from the peanut gallery.....

 

 

The odd thing I have never seen a $200 cancelation penalty. Minimum is full deposit then 25% of fare. Perhaps they lost a 200 OBC that came with the original booking which is the norm. Just saying.

 

 

Sent from my iPad using Tapatalk - Jim

[accmiller]

You know.....you may be right. You started this thread May 2nd. Today is May 7th. The post before this one was post number 231. Maybe you are right.....and it is telling that they haven't contacted you.

 

In business we always want to keep our customers. However, there are a few times that we just realize that a customer is more trouble than it's worth.....and just accept that we've lost the customer.

 

My husband is self employed.....and we've had to do this a few times throughout our 35 years in business. Maybe.....NCL is doing the same and it's time to just 'let it go' and 'move on'.

 

Harriet

 

I am self-employed as well. Ask your husband if he has ever walked away from a paying customer without so much as a phone call? Any attempt to work something out?

 

I have been nothing but polite in my attempted correspondence. Not sure why my persistence is a bad thing. It isn't like I have been rude. I just want an official explanation. And then I will move on.

 

If they chose to highlight their inept customer service than I will gladly help them do so.

[accmiller]

NCL will typically chime in to threads like this.

Since that hasn't happened after 200+ posts I'm going to also suggest chalk it up to live and learn! Time to move on...

 

If I was about to book a cruise with them I would be interested in knowing if they in fact ever contact the person and what the resolution was.

 

It would be hard for me as a first-time cruiser to pick NCL knowing this is how they handle things.

 

All they have to do is call me and let me know what their position is. Send an email. Reply on here. Anything at all and I am happy.

[Ewoodspark]

If I was about to book a cruise with them I would be interested in knowing if they in fact ever contact the person and what the resolution was.

 

It would be hard for me as a first-time cruiser to pick NCL knowing this is how they handle things.

 

All they have to do is call me and let me know what their position is. Send an email. Reply on here. Anything at all and I am happy.

This is so boring. Just pick up the dog and bone and speak to them. How many more times do people have to keep making the same suggestion?

[NEMMRRC]

This is so boring. Just pick up the dog and bone and speak to them. How many more times do people have to keep making the same suggestion?

 

How many times must the OP repeat the number of instances where he tried to communicate with NCL (onboard the ship and after the cruise was over) only to be ignored by NCL?

[biker@sea]

If I was about to book a cruise with them I would be interested in knowing if they in fact ever contact the person and what the resolution was.

 

It would be hard for me as a first-time cruiser to pick NCL knowing this is how they handle things.

 

All they have to do is call me and let me know what their position is. Send an email. Reply on here. Anything at all and I am happy.

 

Did you call Susan At the resolution desk ?

[ColinIllinois]

I have called, waited on hold on average one hour every time. When I finally stuck in long enough they asked me to write my issues on the guest relations form on the website and they would get back to me. It has been a week and no reply.

 

If you are tired of this then how do you think I feel?

 

 

I haven't posted in this thread and I don't in most threads like it but just a friendly word of advice. If you keep responding to people this thread will never die a natural death. Sometimes a compassionate poster will just know when to let go of a thread.

 

Let us know if you ever hear anything back. Hope you get the resolution you want. ;)

[graphicguy]

You know.....you may be right. You started this thread May 2nd. Today is May 7th. The post before this one was post number 231. Maybe you are right.....and it is telling that they haven't contacted you.

 

In business we always want to keep our customers. However, there are a few times that we just realize that a customer is more trouble than it's worth.....and just accept that we've lost the customer.

 

My husband is self employed.....and we've had to do this a few times throughout our 35 years in business. Maybe.....NCL is doing the same and it's time to just 'let it go' and 'move on'.

 

Harriet

 

This sounds like exactly what's happening.

 

OP....I empathize with you. You feel slighted. I get that. Not sure I think the issue is worth the amount of effort your expending is worth it, considering what you're complaining about is one of your cabin doors was too far away from your other cabin door. But, I do agree you should get a phone call one way or the other.

 

But, NCL, after reviewing your complaint and phone calls is probably thinking...."this is a lose-lose situation for us....best to just let it drop and let the customer cruise with another line."

 

What exactly do you want them to do? I would tell them...."here's my situation...all I want is for you to acknowledge my disappointment and apologize." I'll bet that will happen.

Edited May 8, 2014 by graphicguy

[NEMMRRC]

But, NCL, after reviewing your complaint and phone calls is probably thinking...."this is a lose-lose situation for us....best to just let it drop and let the customer cruise with another line."

And THIS is what is apparently aggravating the OP and has the attention of those of us wishing to sail NCL.

 

Can NCL take a bad deal and make a win-win for the parties involved?

 

If NCL cannot turn around a lose-lose to a win-win then I'm inclined to agree with the OP that NCL's customer service is not top tier.

[hpecorari]

And THIS is what is apparently aggravating the OP and has the attention of those of us wishing to sail NCL.

 

Can NCL take a bad deal and make a win-win for the parties involved?

 

If NCL cannot turn around a lose-lose to a win-win then I'm inclined to agree with the OP that NCL's customer service is not top tier.

 

But it won't be a win-win as OP already stated he'd never cruise with NCL again. NCL is simply 'cutting it's loses' by losing this customer, imo.

 

Harriet

[accmiller]

But it won't be a win-win as OP already stated he'd never cruise with NCL again. NCL is simply 'cutting it's loses' by losing this customer, imo.

 

Harriet

 

You are right. As things stand now, I would never book with Norwegian. But I am also open-minded. If someone from Norwegian called or even sent me an email explaining what their position and why it has taken so long my mind could be changed.

 

I will say this could have all be avoided if when got on board and discovered the problem that the Hotel Manager or someone at Guest Services said "they were sorry, however the ship is full and we really can't do anything about your rooms at this point. I understand this is a huge inconvenience can we give you the Restaurant package on us for the cruise or any offer at all to make things right. Instead they just continued to ignore me after repeated attempts to resolve the situation. I am just amazed.

 

Not even a form letter in reply for goodness sake.

[Crusin6]

But it won't be a win-win as OP already stated he'd never cruise with NCL again. NCL is simply 'cutting it's loses' by losing this customer, imo.

 

Harriet

 

However this thread is still going isn't it and that us good IMHO!!

 

Ncl is reading this thread and already knows they screwed up and also knows we know they screwed up

 

What will come of this is that we the cc population will of course know to look closely at deck plans which we do anyway. And hopefully

Ncl has already done some in house retrains of their incompetent reps.

 

Of course what will also come of it is that us ccers will tell others to not trust Ncl reps. And that is fine by me because already know to ask the same question 3 times in order to get the same answer 2 times. Lol

[hpecorari]

You are right. As things stand now, I would never book with Norwegian. But I am also open-minded. If someone from Norwegian called or even sent me an email explaining what their position and why it has taken so long my mind could be changed.

 

But, from day one (post one) you stated you would never sail NCL again and tell others not to as well.

 

I will say this could have all be avoided if when got on board and discovered the problem that the Hotel Manager or someone at Guest Services said "they were sorry, however the ship is full and we really can't do anything about your rooms at this point. I understand this is a huge inconvenience can we give you the Restaurant package on us for the cruise or any offer at all to make things right.

 

I will agree with you here. A free dinner, a bottle of wine, etc. and an 'I'm sorry' should have been extended to you at that time.

 

Not even a form letter in reply for goodness sake.

 

Truthfully, it's been so long at this point in time if I were you I'd just consider it water under the dam, be happy for the time you've spent with your family on vacation, and let it go. You only have so much hair you can keep pulling out over this.

 

Harriet

[GrabMyWrist]

Just trying to help get some resolution.

 

A little research goes a long way. Our first cruise was with NCL. I arranged travel for 12 people in 5 balcony cabins. Prior to arranging anything, I went to NCL's web site and looked at all the deck plans. I studied them carefully. When I was sure, I called and made the booking. Everything worked out as planned.

 

I'm this way with any travel arrangements I make though. Anyone who knows me will tell you, I look at every detail. I do so to avoid situations like this.

 

I'm truly sorry for your experience but it's not the norm, in my opinion. I do hope you get the resolution you're looking for.