Help with Guest Relations

[BiancaV]

Hi guys need your help. I've had some trouble with post cruise guest relations for NCL. Does anyone know who I can contact that is above guest relations?

 

Thanks in advance!

[Briitini]

I would advise googling some names of executives at NCL and finding the email format of their email addresses such as first name.lastname@ncl.com or whatever it may be and emailing them directly. You may receive a quicker and better response that way.

 

 

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[BiancaV]

I would advise googling some names of executives at NCL and finding the email format of their email addresses such as first name.lastname@ncl.com or whatever it may be and emailing them directly. You may receive a quicker and better response that way.

 

 

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Done. Thanks!😊

[Briitini]

Done. Thanks![emoji4]

 

 

You're welcome! Regular customer service often sucks and this is a great way to get your issue handled to your liking. As long as the emails don't bounce back.. that means they went through! Good luck.

 

 

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[Barb Nahoumi]

Hopefully, they'll read the e-mails and reply.

[pokerpro5]

Hi guys need your help. I've had some trouble with post cruise guest relations for NCL. Does anyone know who I can contact that is above guest relations?

 

Thanks in advance!

 

Was your problem via e-mail or telephone?

 

If it was e-mail, try calling the Miami office and going from there.

[BiancaV]

Was your problem via e-mail or telephone?

 

If it was e-mail, try calling the Miami office and going from there.

 

It was actually both. I started with email then a phone call and then back to email. So frustrating.

[Briitini]

Any replies?

 

 

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[BiancaV]

Any replies?

 

 

 

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Nothing yet. I have an email in to the CEO. Not impressed with their customer service at all

[biker@sea]

Executive resolution desk = 1-800-327-9020 ext. 7599 "Susan"

[BiancaV]

Executive resolution desk = 1-800-327-9020 ext. 7599 "Susan"

 

Thanks so much! I'll try it

[spanishguy1970]

Trying to contact guest relations is like trying to stop the wind.

 

I have always believed that NCL customer service is not the best, that said, I got a good email through their social media Facebook page. In the past i have had a few problems and write to that email and they forward it to the right department and i have always gotten a response. You must be patient though sometimes takes them up to 3 days to respond.

 

socialmedia@ncl.com

 

Good Luck

[BiancaV]

Trying to contact guest relations is like trying to stop the wind.

 

I have always believed that NCL customer service is not the best, that said, I got a good email through their social media Facebook page. In the past i have had a few problems and write to that email and they forward it to the right department and i have always gotten a response. You must be patient though sometimes takes them up to 3 days to respond.

 

socialmedia@ncl.com

 

Good Luck

 

Thankyou!😊

[SailorSam42]

Hi guys need your help. I've had some trouble with post cruise guest relations for NCL. Does anyone know who I can contact that is above guest relations?

 

Thanks in advance!

 

If you are in the UK then NCL is a member of the ABTA and must conform to their code of conduct. This means that they must give you a full reply within 28 days of your contacting them. If they do not do this you can complain to the ABTA and NCL will be fined £400 for each violation. This may not help with the problem but will be very satisfying!

 

Also be aware that if they do not respond in a timely fashion your card company will issue a chargeback (in other words you'll get your money back). Ignoring customer complaints in this day and age isn't something a corporation is any longer able to do with impunity.

Edited September 24, 2015 by SailorSam42

[BiancaV]

If you are in the UK then NCL is a member of the ABTA and must conform to their code of conduct. This means that they must give you a full reply within 28 days of your contacting them. If they do not do this you can complain to the ABTA and NCL will be fined £400 for each violation. This may not help with the problem but will be very satisfying!

 

Also be aware that if they do not respond in a timely fashion your card company will issue a chargeback (in other words you'll get your money back). Ignoring customer complaints in this day and age isn't something a corporation is any longer able to do with impunity.

 

Actually I'm in the US but that's great information Thankyou. Typically I don't complain about anything but in this case I feel it's justified. They had damaged my clothing in the wash and returned it the day of debarkation. They are trying to tell me that because I didn't file a complaint onboard they will do nothing. I told my steward the night before we left it was damaged and they tried to fix it but when it was returned 1 hour before debarkation it was in the same condition. Not sure how at that point I was supposed to file a formal complaint onboard when I was being escorted off the ship! It shouldn't be this difficult one would think.

[Briitini]

Fight this until the end. That's piss poor customer service.

 

 

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[SailorSam42]

Fight this until the end. That's piss poor customer service.

 

 

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Unfortunately my experience with NCL is that they habitually ignore all complaints hoping that you will "go away" if they ignore you for long enough. As previously stated don't play this game for too long, it will only get you down, go straight for a charge back for breach of contract if they continue to ignore you.

[Briitini]

I like how you think

 

 

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[SeaShark]

Actually I'm in the US but that's great information Thankyou. Typically I don't complain about anything but in this case I feel it's justified. They had damaged my clothing in the wash and returned it the day of debarkation. They are trying to tell me that because I didn't file a complaint onboard they will do nothing. I told my steward the night before we left it was damaged and they tried to fix it but when it was returned 1 hour before debarkation it was in the same condition. Not sure how at that point I was supposed to file a formal complaint onboard when I was being escorted off the ship! It shouldn't be this difficult one would think.

 

It would have been proper to file a complaint with guest services the night before debarkation when you first noticed the damage...even before discussing it with your room steward.

 

Without a documented incident, NCL really has no way to determine if the damage occurred before or after you departed the vessel.

[SailorSam42]

It would have been proper to file a complaint with guest services the night before debarkation when you first noticed the damage...even before discussing it with your room steward.

 

Without a documented incident, NCL really has no way to determine if the damage occurred before or after you departed the vessel.

 

I buy a huge amount of things from Amazon. The reason I do that is their quite remarkably excellent customer service. I even pay a little more sometimes just to buy from them directly (rather than using a marketplace vendor or other supplier). If anything goes wrong they fall over themselves to keep you a happy customer and give you the benefit of the doubt in everything. If you don't like something for no good reason they'll not only take it back with good grace but even arrange collection (free) and pay you before they even receive the item. That's an example of an excellent customer-focused company. I'm sure most people on CC have also had direct experience of outstanding customer service form a supplier and then (like me) never considered using any other supplier in the future. I don't agree with everything Amazon do of course, but everybody can learn from their customer service ethos.

 

If NCL had the Amazon ethos the room steward would have profusely apologized and put things right there and then - with an instant reduction from the bill for the agreed value of the damaged goods. Then they might have gone even further and offered some future cruise discount coupons, or maybe a free NCL T-shirt, as a token of their disappointment that they had caused a problem. They might then have followed up a week later to apologize once again, confirm that the customer was happy with the their remedy and to assure the customer that measures had been taken to ensure that the problem couldn't occur again, and to confirm that the customer will be happy to cruise with NCL again in the future.

 

If NCL had the Amazon ethos why would you ever want cruise with anybody else ever again.... you'd even pay a little more to cruise with them... but of course they don't!

 

I know that excellent customer service "above and beyond" pays dividends in the long term even though it may be a little more expensive in the short term. NCL should wake up and realize that without happy customers they don't have a business at all.

[RuthlessBoss]

I buy a huge amount of things from Amazon. The reason I do that is their quite remarkably excellent customer service. I even pay a little more sometimes just to buy from them directly (rather than using a marketplace vendor or other supplier). If anything goes wrong they fall over themselves to keep you a happy customer and give you the benefit of the doubt in everything. If you don't like something for no good reason they'll not only take it back with good grace but even arrange collection (free) and pay you before they even receive the item. That's an example of an excellent customer-focused company. I'm sure most people on CC have also had direct experience of outstanding customer service form a supplier and then (like me) never considered using any other supplier in the future. I don't agree with everything Amazon do of course, but everybody can learn from their customer service ethos.

 

If NCL had the Amazon ethos the room steward would have profusely apologized and put things right there and then - with an instant reduction from the bill for the agreed value of the damaged goods. Then they might have gone even further and offered some future cruise discount coupons, or maybe a free NCL T-shirt, as a token of their disappointment that they had caused a problem. They might then have followed up a week later to apologize once again, confirm that the customer was happy with the their remedy and to assure the customer that measures had been taken to ensure that the problem couldn't occur again, and to confirm that the customer will be happy to cruise with NCL again in the future.

 

If NCL had the Amazon ethos why would you ever want cruise with anybody else ever again.... you'd even pay a little more to cruise with them... but of course they don't!

 

I know that excellent customer service "above and beyond" pays dividends in the long term even though it may be a little more expensive in the short term. NCL should wake up and realize that without happy customers they don't have a business at all.

 

Guess they don't have Amazon's "ethos" :eek::eek:

[abe3]

Did a button fall off your shirt? What kind of damage are we talking about?

Edited September 25, 2015 by abe3

[abe3]

It would have been proper to file a complaint with guest services the night before debarkation when you first noticed the damage...even before discussing it with your room steward.

 

 

 

Without a documented incident, NCL really has no way to determine if the damage occurred before or after you departed the vessel.

 

 

I would have to agree. A trip to customer service the day it happened to document it would of been the way to go. Otherwise it's hearsay and with no documentation from customer service doubt anything will be resolved.

[SeaShark]

I buy a huge amount of things from Amazon. The reason I do that is their quite remarkably excellent customer service. I even pay a little more sometimes just to buy from them directly (rather than using a marketplace vendor or other supplier). If anything goes wrong they fall over themselves to keep you a happy customer and give you the benefit of the doubt in everything. If you don't like something for no good reason they'll not only take it back with good grace but even arrange collection (free) and pay you before they even receive the item. That's an example of an excellent customer-focused company. I'm sure most people on CC have also had direct experience of outstanding customer service form a supplier and then (like me) never considered using any other supplier in the future. I don't agree with everything Amazon do of course, but everybody can learn from their customer service ethos.

 

If NCL had the Amazon ethos the room steward would have profusely apologized and put things right there and then - with an instant reduction from the bill for the agreed value of the damaged goods. Then they might have gone even further and offered some future cruise discount coupons, or maybe a free NCL T-shirt, as a token of their disappointment that they had caused a problem. They might then have followed up a week later to apologize once again, confirm that the customer was happy with the their remedy and to assure the customer that measures had been taken to ensure that the problem couldn't occur again, and to confirm that the customer will be happy to cruise with NCL again in the future.

 

If NCL had the Amazon ethos why would you ever want cruise with anybody else ever again.... you'd even pay a little more to cruise with them... but of course they don't!

 

I know that excellent customer service "above and beyond" pays dividends in the long term even though it may be a little more expensive in the short term. NCL should wake up and realize that without happy customers they don't have a business at all.

 

All well and good for Amazon. However, you "conveniently" forgot to address the main point. How can NCL practically be expected to fix damage without evidence that the damage even occurred on their ship?

 

How do they know that this guest even had laundry done while onboard?

How do they know that this guest even had this particular type of garment laundered?

How do they know that this guest actually had this exact item laundered?

 

What is the definition of "rhetorical"?

 

 

Even Amazon's "ethos" is going to stop them from giving you things to make you happy without some evidence that you even purchased the item in question from them.

 

 

The sad part is that it would have taken LESS time to talk to the correct person (Laundry Master, Executive Housekeeper, Guest Services, or the HD...as opposed to the room steward) than it took to start a thread here. Especially since the issue isn't going to be resolved on Cruise Critic.

 

Of course, I guess we could just say the item(s) were damaged by Amazon...

[abe3]

All well and good for Amazon. However, you "conveniently" forgot to address the main point. How can NCL practically be expected to fix damage without evidence that the damage even occurred on their ship?

 

 

 

How do they know that this guest even had laundry done while onboard?

 

How do they know that this guest even had this particular type of garment laundered?

 

How do they know that this guest actually had this exact item laundered?

 

 

 

What is the definition of "rhetorical"?

 

 

 

 

 

Even Amazon's "ethos" is going to stop them from giving you things to make you happy without some evidence that you even purchased the item in question from them.

 

 

 

 

 

The sad part is that it would have taken LESS time to talk to the correct person (Laundry Master, Executive Housekeeper, Guest Services, or the HD...as opposed to the room steward) than it took to start a thread here. Especially since the issue isn't going to be resolved on Cruise Critic.

 

 

 

Of course, I guess we could just say the item(s) were damaged by Amazon...

 

 

Yes just return it to Amazon. They bend over backwards for anything.