New DSC Removal Form

[rochelle_s]

They lose their comp room from CAS.

 

Not likely.

 

That comped room is usually based on prior play. Gamble enough and they will comp your entire on board account too. Gratuities and withdrawals of cash, as far as I know, are the only two things they cannot comp. The casino department tracks your on board play not your tipping habits.

 

 

Rochelle

[hpecorari]

Here is a Word copy

 

Did you copy this from somewhere and type it up yourself to post here?

 

Harriet

[abe3]

Not likely.

 

 

 

That comped room is usually based on prior play. Gamble enough and they will comp your entire on board account too. Gratuities and withdrawals of cash, as far as I know, are the only two things they cannot comp. The casino department tracks your on board play not your tipping habits.

 

 

 

 

 

Rochelle

 

 

It was a joke

[NLH Arizona]

Well if it was set up on a Credit Card, as I would assume most do, it was never instant anyhow. So most people didn't walk away with cash in hand anyway. Those with cash accounts got a check at one time and later a refund by check in the mail. I have gotten cash but usually it was small amounts remaining on the account.

 

CCL used to give a check face to face, now you have to wait for accounting to send it to you. It's a delay nothing more.

 

NCL hopes this will be a deterrent and then a delay.

I didn't mean that they were handed money, but that they had the instant gratification of knowing that they are getting their money back instantly.

 

Of course, they are hoping it is a deterrent.

[sjbdtz]

Notwithstanding people on CC (everybody knows who you are)... the intent here is to put in writing again, that removing DSC is something you do to express your displeasure (unhappiness, discontent, dissatisfaction, etc.) at the service you received. It makes somebody explain their decision, rather than just acquiescing at the Service Desk because these poor people deserve better than to be lectured at over a Service Charge. I've seen it. People are awful.

 

 

 

 

then they take a portion for administrative fees.

Cruise lines do this so they can get a hold of the money first and decide when , how, and how much to disburse.

 

Two things:

 

1) Prove your statement that they take a portion for administrative fees.

 

2) Cruise lines get hold of your fare first, and don't ask you how, when or how much they should disburse on your cruise. Do you challenge how much they pay the Captain, Staff Captain? Hotel Director? They're paid out of your cruise fare, which benefits the cruiseline first because they get to decide who gets paid what, and based on what metrics.

 

 

In case you're confused, I'm saying that this argument is hogwash. All companies determine who gets paid what. My customers love me, but it's my company who decides (in agreement with me) what I get paid, not my customers.

 

 

 

DING DING DING.. Now this a winner

 

You've summed up exactly what I HATE about the DSC. Takes away control of who actually gets your tip errr "service charge" or "incentive fund" or whatever the heck you want to call it and how much. And the form was simply a measure so that the cruiser could adjust if they had "bad" service. Take that element away and where is the incentive to provide "good" service or go above and beyond???

 

 

See above.

[hpecorari]

I don't know where you found this but.....Is this legit? It looks like someone, anyone, could just type this up themselves. Where's the logo. Where's the signature? Who's it from? Nothing on this letter looks like it's from NCL. Could someone be pranking us here. I know the rules has changed...but this form just......doesn't look real.

 

Harriet

 

 

It was posted 9/12 by someone onboard

 

[legion3]

It's the polite and courtesy thing to do to help pay all the hard working crew that you don't even see from day to day.

 

Perhaps, but they are getting a paycheck with or without my DSC, correct? Does NCL reduce their paycheck based on DSC? Or is this added on...maybe, maybe not.

 

At least other lines are willing to tell me where and who get's the $

 

This feels like Union dues, taken out whether I want them to or not. Going to who knows what.

[abe3]

I don't know where you found this but.....Is this legit? It looks like someone, anyone, could just type this up themselves. Where's the logo. Where's the signature? Who's it from? Nothing on this letter looks like it's from NCL. Could someone be pranking us here. I know the rules has changed...but this form just......doesn't look real.

 

 

 

Harriet

 

 

I actually might have to agree with Harriet for once. The form does look a little fishy. I think not having a company logo makes it very skeptical that this is the actual form.

[abe3]

Perhaps, but they are getting a paycheck with or without my DSC, correct? Does NCL reduce their paycheck based on DSC? Or is this added on...maybe, maybe not.

 

 

 

At least other lines are willing to tell me where and who get's the $

 

 

 

This feels like Union dues, taken out whether I want them to or not. Going to who knows what.

 

 

Do you ask other resorts where the service fees goes? Do you ask each restaurant you tip if it only goes to the server or go for all the staff into a pool to share?

[legion3]

I didn't mean that they were handed money, but that they had the instant gratification of knowing that they are getting their money back instantly.

 

Of course, they are hoping it is a deterrent.

 

I think you overestimate instant gratification, but so be it.

 

Short term I will feel bad, when the check arrive, I will feel good.

[NLH Arizona]

I think you overestimate instant gratification, but so be it.

 

Short term I will feel bad, when the check arrive, I will feel good.

I'm happy that they can accommodate you. I certainly won't feel bad, because I will keep my DSC intact and as usual, I'll tip over and above that figure for excellent service....this is what makes me happy. Edited September 15, 2015 by NLH Arizona

[Jane Don]

Notwithstanding people on CC (everybody knows who you are)... the intent here is to put in writing again, that removing DSC is something you do to express your displeasure (unhappiness, discontent, dissatisfaction, etc.) at the service you received. It makes somebody explain their decision, rather than just acquiescing at the Service Desk because these poor people deserve better than to be lectured at over a Service Charge. I've seen it. People are awful.

 

 

 

 

 

 

Two things:

 

1) Prove your statement that they take a portion for administrative fees.

 

2) Cruise lines get hold of your fare first, and don't ask you how, when or how much they should disburse on your cruise. Do you challenge how much they pay the Captain, Staff Captain? Hotel Director? They're paid out of your cruise fare, which benefits the cruiseline first because they get to decide who gets paid what, and based on what metrics.

 

 

In case you're confused, I'm saying that this argument is hogwash. All companies determine who gets paid what. My customers love me, but it's my company who decides (in agreement with me) what I get paid, not my customers.

 

 

 

 

 

 

See above.

 

Why should I give a gratuity to NCL? I have worked in pooled tips and kept my own tips. You are doing the crew a disservice by not tipping in cash to the people you feel deserve it. Instead, NCL doles it out according to THEIR incentive system which has little or nothing to do with the level of service I received.

 

Prove NCL, unlike other lines, does not account for DSC as revenue! Show me what they take in and how it is divided amongst the crew and I might pay it (reducing the percentage that goes to management). Until then, I know for a fact that the hard working crew prefers cash in hand - so that is what I do.

[legion3]

Do you ask other resorts where the service fees goes? Do you ask each restaurant you tip if it only goes to the server or go for all the staff into a pool to share?

 

No

 

And I'm not asking NCL either, I'm just removing a non-mandatory non-obligation fee I am allowed to.

 

But I would like to know who get's what but it won't change whatever choice is made, to tip or not to tip, depending on service.

[time2cruise1]

Perhaps, but they are getting a paycheck with or without my DSC, correct? Does NCL reduce their paycheck based on DSC? Or is this added on...maybe, maybe not.

 

At least other lines are willing to tell me where and who get's the $

 

This feels like Union dues, taken out whether I want them to or not. Going to who knows what.

 

 

The fact is for many jobs 80-90% of their paycheck is based on DSC.

[kteachcruiser52]

No wasting time in the guest service line the last night will make this program more attractive for removing the DSC.

 

NCL will not deny the refund, and really can't legally.

 

 

NCL can't legally say No to a refund request when they list it as discretionary. I think it may backfire because people can request it be removed without actually facing a person. I wish all cruise lines would just include it in the price of the cruise.

[phoenix2mn]

The fact is for many jobs 80-90% of their paycheck is based on DSC.

 

 

Can you provide a legitimate, official source for this? Its so hard weeding through all the BS people spout out to make their argument seem like it's on a more solid foundation. This is an internet forum after all.

 

After reading thread after thread of people calling each other names and rattling off made up stats, its become quite obvious that no one knows where the money goes or how it's divided up. People make up their minds and pass judgement on how others should act and behave based on their own personal reference frame (their lives) without even the smallest attempt to try and understand the other persons opinion or viewpoint.

Edited September 15, 2015 by phoenix2mn

[abe3]

If true, then NCL should be ashamed of itself. Not me!

 

 

 

However, I will disagree with this assertion. I find this amount dubious.

 

 

 

Either way DSC is a non-mandatory non-obligation.

 

 

 

It is as it is.

 

 

NCL states in its own website what the DSC goes to. They don't break it down to percentages but they do state where the DSC goes.

[legion3]

NCL states in its own website what the DSC goes to. They don't break it down to percentages but they do state where the DSC goes.

 

Well that's not good enough. ;) And its still not mandatory.

[abe3]

Except when NCL starting referring to the DSC as "Free Gratuities!" in the recent promotions.

 

 

To me I have ways viewed the DSC as a gratuity.

[legion3]

To me I have ways viewed the DSC as a gratuity.

 

Me too,

 

Just not mandatory ones.

 

And certainly not the crews wages.

Edited September 15, 2015 by legion3

[swedish weave]

Thank you for posting the form. It seems straightforward enough. I don't see anywhere that states the person using the form needs to prove or justify their reasoning.

 

Personally I have never had a reason to remove or adjust my DSC but I do think there needs to be an option to do so if necessary. People can argue till they are blue in the face about whether these monies are gratuities or service charges. The fact is NCL themselves use the terms interchangeably and as such as long as they are set up as the replacement of the old way that gratuities were handled then there needs to be a means to adjust.

 

I believe this will take a lot of pressure of guest relations, especially on the last day and morning of disembarkation. Furthermore the NCL offices will have a better idea of issues on board that might have caused an adjustment.

 

As for NCL being able to 'track' and 'punish' those that remove part or all of the gratuities this is just a little fear mongering in my opinion. There was nothing to stop NCL from tracking those that remove part or all of the DSC in the past. It was right there in their computer system.

 

I hope I never have a reason to need to use this avenue of recompense but I appreciate that issues do happen and people do have their own personal reasons for making adjustments. For those folks I hope the process goes smoothly.

 

 

Rochelle

 

The comment about gratuities or service charges triggers a question that I haven't seen addressed.

 

If I select the "free gratuities" as a booking bonus, can NCL still bill me for a portion of the DSC and call it service charges ??

[SeaShark]

Thoughts and observations based on NCL’s language…

 

From the website FAQ:

 

If there is a service issue can the service charges be adjusted on board?

Guest satisfaction is the highest priority at Norwegian Cruise Line. We have structured a guest satisfaction program designed to handle any concerns about service or on-board product quickly and efficiently. However, in the event a service issue should arise during your cruise please let our on-board guest services desk staff know right away, so that we can address these in a timely manner. It is our goal to reach a satisfactory solution to any issue when it happens and make sure our guests can focus on enjoying their cruise. Should your concerns not be met with satisfaction you can adjust the charges.

 

 

From reading this, it would appear to outline a three-step process:

 

1) The guest receives less than satisfactory service and reports same to the on-board guest services desk staff. One would expect this complaint to be documented on the guest’s reservation.

 

2) The ship’s staff attempts to resolve the issue for the guest with the procedures outlined in the guest satisfaction program. Again, one would expect these steps to be documented on the guest’s reservation.

 

3) If…after going though both steps 1 and 2 above…the guest remains unsatisfied, the guest is allowed to adjust the charges.

 

 

This clearly shows that NCL only wants to offer adjustments to those guests who the are not satisfied after the guest satisfaction program is used. This is also stated in the first part of the plain white paper letter that we’ve been shown:

 

 

"We are sorry to hear that you are unhappy with the service provided to you by our crew members and that we were unable to resolve your concerns through our guest satisfaction program."

 

 

 

Everything points to using the guest satisfaction program.

 

 

It seems likely that NCL is attempting to force guests to use the program and not simply remove all of the charges simply because they “want to”.

 

 

I can easily see some people filling out this form and sending it in. Then the person in Miami will contact the ship with the guest’s information and ask what the problem was, and what was done to resolve it. If the ship replies back that the guest never registered a complaint because of a service issue or that the guest never took part in the guest satisfaction program, I wouldn’t be surprised if the person in Miami replies back to the guest with a: “Sorry, but since you didn’t make a service related complaint while on-board, and since you didn’t partake in the guest satisfaction program, your request for a refund is denied.”

[legion3]

The comment about gratuities or service charges triggers a question that I haven't seen addressed.

 

If I select the "free gratuities" as a booking bonus, can NCL still bill me for a portion of the DSC and call it service charges ??

 

I doubt it but if they could...Its only for the first two people in the cabin, correct?

[legion3]

Thoughts and observations based on NCL’s language…

 

From the website FAQ:

 

If there is a service issue can the service charges be adjusted on board?

Guest satisfaction is the highest priority at Norwegian Cruise Line. We have structured a guest satisfaction program designed to handle any concerns about service or on-board product quickly and efficiently. However, in the event a service issue should arise during your cruise please let our on-board guest services desk staff know right away, so that we can address these in a timely manner. It is our goal to reach a satisfactory solution to any issue when it happens and make sure our guests can focus on enjoying their cruise. Should your concerns not be met with satisfaction you can adjust the charges.

 

 

From reading this, it would appear to outline a three-step process:

 

1) The guest receives less than satisfactory service and reports same to the on-board guest services desk staff. One would expect this complaint to be documented on the guest’s reservation.

 

2) The ship’s staff attempts to resolve the issue for the guest with the procedures outlined in the guest satisfaction program. Again, one would expect these steps to be documented on the guest’s reservation.

 

3) If…after going though both steps 1 and 2 above…the guest remains unsatisfied, the guest is allowed to adjust the charges.

 

 

This clearly shows that NCL only wants to offer adjustments to those guests who the are not satisfied after the guest satisfaction program is used. This is also stated in the first part of the plain white paper letter that we’ve been shown:

 

 

"We are sorry to hear that you are unhappy with the service provided to you by our crew members and that we were unable to resolve your concerns through our guest satisfaction program."

 

 

 

Everything points to using the guest satisfaction program.

 

 

It seems likely that NCL is attempting to force guests to use the program and not simply remove all of the charges simply because they “want to”.

 

 

I can easily see some people filling out this form and sending it in. Then the person in Miami will contact the ship with the guest’s information and ask what the problem was, and what was done to resolve it. If the ship replies back that the guest never registered a complaint because of a service issue or that the guest never took part in the guest satisfaction program, I wouldn’t be surprised if the person in Miami replies back to the guest with a: “Sorry, but since you didn’t make a service related complaint while on-board, and since you didn’t partake in the guest satisfaction program, your request for a refund is denied.”

 

While its a long post, not likely. This idea has been mentioned before.

 

Nothing suggests anywhere they can reject the refund. such wording does not exist, expressly or implied.

 

Make a complaint then is the answer. I have no doubts they will not be able to correct it to my satisfaction, which is subjective.

[triptolemus]

I wouldn’t be surprised if the person in Miami replies back to the guest with a: “Sorry, but since you didn’t make a service related complaint while on-board, and since you didn’t partake in the guest satisfaction program, your request for a refund is denied.”

 

That's nice, but the passenger contract doesn't require that they make a service related complaint.

 

The contract says that the charge can be adjusted at the passenger's discretion.

 

Let's review:

 

© Service Charges: Certain members of Carrier’s crew are compensated by a combination of salary and incentive programs that are funded in part by the service charge paid by each Guest. The charge , which is automatically added to your onboard account and subject to adjustment at your discretion, is intended to reward service provided...

 

It doesn't say subject to adjustment after making a service related complaint.

 

The world would be a better place if people just posted FACTS. I'm a little surprised by your post, SeaShark. You usually stick to facts.

Edited September 15, 2015 by triptolemus