Over sold and unprofessional NCL Bliss sorry long report

[vacation1996]

Back from the Bliss January 26th -February  2nd.Was NOT Bliss

All excited for a holiday and ability to book last minute due to having my week blocked off.

Watching various cruises/flights for that week I was able to confirm both the day before.

Booked local and Flying direct from Toronto to Miami  and  booked  cruise direct with NCL - didn't know you could book so close more on that later.

From the time of booking til I got to the pier went smooth.Got my E-docs and they did say cabin to be assigned at pier and please don't arrive til noon .

Arrived at pier at 11:15am so I knew I had to wait a little...Went through security and walked right up to check in (this is too good to be true) going to be on the boat by noon.

NOT

Handled over my e-Docs and I did mention I know I am a little early. So they scanned my docs and asked if I am traveling with crew as my cabin was 99999. Thought they were joking as it was very last minute solo cruiser.After a 5 min or so  discussion 2 supervisors basically told me to go in the corner and shut up. Now its noon and was informed NO CABIN FOR YOU. Cruise is over sold by 1 hopefully someone doesn't show or cant board they said. In the naughty corner other passengers has some issues but NCL where dealing with them professionally.

Every 30 mins I was asking for someone higher up or from head office. I would need about 5 pages to go into detail how poorly this was handled about 100 people seen it 1st hand.

At 2pm they escorted me to the other terminal as they were closing down that side .NO offer of water,snack to buy been there almost 3 hours and traveling since 4am Thank God I had breakfast at 5 am .

About 2:30pm maybe 40 people to process  I am frantic  to say the least that I was going home that night trying to secure a flight... . the ship officer made an appearance just before 3pm and explained she got an email this morning that its over sold and was hoping that there was a no show and to give her 10 minutes.

Some how they found a cabin and I was escorted on with the officers for the safety drill . No food or drink  to buy  since 11:15am now 3:30pm  nothing opens til after drill so close to 5pm.

 

Day 3 they offered  a bottle of wine OR a dinner that had no reservations available by then.   I DECLINED told them damage is done. Did get chocolate covered strawberries  :(

 

I DID A REPORT ON THE BOAT ABOUT HOW UNPROFESSIONAL THE  STAFF HANDLED THIS I WAS SO  HOPING FOR A FOLLOW UP  BUT NOTHING AT ALL

THEY REALLY DON'T CARE IF YOU SEEN 1ST HAND MY ORDEAL YOU WOULD UNDERSTAND JUST WANT CRUISERS  TO BE AWARE.

 

NCL has lost my family and friends future travels . This was my 20th cruise.

 

 

 

 

[tallnthensome]

I wouldn't blame you as I would have ended up in jail probably with my temper ...... It's unacceptable and I wouldn't sail with them again either. Whether they sell you a cruise ticket 2 years before for a cruise or 2 days before expectations are you will be on that ship. They screwed up royal and no excuse is acceptable. I'd bombard them with complaints to as many people as possible. I'd tell them you're posting this incident on Cruise Critic, Facebook, and everywhere else for thousands to see. You are in the right for whatever action you take ......

Edited February 28, 2019 by tallnthensome

[ColeThornton]

Sorry that happened to you.  Not a good way to start the cruise.   Other than that how was the cruise itself and what kind of cabin did they give you?

[loupana]

Wow...I don't blame you, take your business elsewhere

[vacation1996]

11 minutes ago, ColeThornton said:

Sorry that happened to you.  Not a good way to start the cruise.   Other than that how was the cruise itself and what kind of cabin did they give you?

I met lots of wonderful people  had drinks and dinner them and some running up to me saying your the lady in the terminal you made it are you bunking with the crew ... they found me an inside cabin I did find out there were other solo cabins available, The cabin was perfect the cabin steward  asked where my partner was ...hmmm .

 

[ColinIllinois]

2 minutes ago, vacation1996 said:

I met lots of wonderful people  had drinks and dinner them and some running up to me saying your the lady in the terminal you made it are you bunking with the crew ... they found me an inside cabin I did find out there were other solo cabins available, The cabin was perfect the cabin steward  asked where my partner was ...hmmm .

 

 

Glad to hear it turned out well.

[FranknBeans]

1st off its a ship not a boat. I've never ever seen unprofessional staff on NCL  in 30 plus cruises.

 

Also there is a large possibility the staff that was rude might have been employed by  terminal staff who happen to handle other cruise lines as well.

 

 

Edited February 28, 2019 by FranknBeans

[vacation1996]

5 minutes ago, FranknBeans said:

1st off its a ship not a boat. I've never ever seen unprofessional staff on NCL  in 30 plus cruises.

 

Also there is a large possibility the staff that was rude might have been employed by  terminal staff who happen to handle other cruise lines as well.

 

 

Sorry it is a ship...I have been on boats,ships and ocean liners. It was a combination of terminal  staff, ship staff and no follow up from guest retention at NCL I did mention it would take about 5 pages .

[Nic6318]

Hi

 

I can understand how bad you would feel about being put in this situation and on top of it staff treating you in a rude manner. It happens. Some people just don't know how to deal with others, especially when they feel they are put in a situation where they don't have any control and cannot themselves correct the situation. 

 

While I would myself also feel mad about how poorly I was treated, I would at the same time be thinking that getting on the boat () was a soooo much better outcome than if you were telling us a story about how rudely they handled your situation when you weren't allowed to board. That is the silver lining.

 

You can keep complaining, but at this time you would have to assess if it was worth it to you and what outcome would make you feel better. If you are satisfied with just venting here and not rewarding NCL with you business in the future, then just move on. You might feel different in time.

 

good luck in your future cruises

 

 

[Son of a son of a ...]

That stinks, OP.  And, under the circumstances, you can call it a boat, ship, or whatever you feel like ... you get a pass after how you were treated

[mjkacmom]

You were treated rudely by a staff that isn’t NCL, but it appears NCL made the mistake of booking you a non existent cabin. I don’t blame NCL for the rude treatment, but they should’ve made it right once you were on the ship.

[vacation1996]

21 minutes ago, Nic6318 said:

Hi

 

I can understand how bad you would feel about being put in this situation and on top of it staff treating you in a rude manner. It happens. Some people just don't know how to deal with others, especially when they feel they are put in a situation where they don't have any control and cannot themselves correct the situation. 

 

While I would myself also feel mad about how poorly I was treated, I would at the same time be thinking that getting on the boat () was a soooo much better outcome than if you were telling us a story about how rudely they handled your situation when you weren't allowed to board. That is the silver lining.

 

You can keep complaining, but at this time you would have to assess if it was worth it to you and what outcome would make you feel better. If you are satisfied with just venting here and not rewarding NCL with you business in the future, then just move on. You might feel different in time.

 

good luck in your future cruises

 

 

Won't stop me from cruising have a few in the works just wont be with NCL ...took me almost a month to post just want people and 1st timers that thinks do happen and but my love of cruising will prevail 🙂

[vacation1996]

24 minutes ago, Son of a son of a ... said:

That stinks, OP.  And, under the circumstances, you can call it a boat, ship, or whatever you feel like ... you get a pass after how you were treated

 Thank you

[vacation1996]

4 minutes ago, mjkacmom said:

You were treated rudely by a staff that isn’t NCL, but it appears NCL made the mistake of booking you a non existent cabin. I don’t blame NCL for the rude treatment, but they should’ve made it right once you were on the ship.

Everything comes full circle it is all about approach and they are representing NCL on shore as staff on board. I waited for a follow up as shore/ship and myself did a report. I love cruising and will continue just won't be on NCL

[bonvoyagie]

While I consider myself a loyalist to NCL, I feel that you were treated very poorly by both the cruise line (overbooking the cruise) and the pier staff (be they NCL employees or not). I wish you better luck on your future cruises. BTW have you tried last minute bookings on other lines? You might find them to be just the same.

[vacation1996]

17 minutes ago, bonvoyagie said:

While I consider myself a loyalist to NCL, I feel that you were treated very poorly by both the cruise line (overbooking the cruise) and the pier staff (be they NCL employees or not). I wish you better luck on your future cruises. BTW have you tried last minute bookings on other lines? You might find them to be just the same.

I have not tried last minute before  I usually plan way  way ahead  and pick my balcony placement depending on  itinerary . The only thing I planned was being away that week as I was booked off work. I seen the ship in Alaska last spring and knew I wanted to sail one day.

[vacation1996]

2 hours ago, tallnthensome said:

I wouldn't blame you as I would have ended up in jail probably with my temper ...... It's unacceptable and I wouldn't sail with them again either. Whether they sell you a cruise ticket 2 years before for a cruise or 2 days before expectations are you will be on that ship. They screwed up royal and no excuse is acceptable. I'd bombard them with complaints to as many people as possible. I'd tell them you're posting this incident on Cruise Critic, Facebook, and everywhere else for thousands to see. You are in the right for whatever action you take ......

Just seen you are cruising soon enjoy !!!!!!! thank you for your comment

[esm54687]

3 hours ago, vacation1996 said:

 JUST WANT CRUISERS  TO BE AWARE

What exactly do you want to make cruisers to be aware of? 

 

Other than your description of how you were verbally treated by the check in staff (there's 3 sides to every story: your side, their side and then the truth) ..... what was so horrendous? 

 

- You chose not to eat after 5am and expected the port agent to feed you. You passed hundreds of food opportunities on the plane and in the airport..... you were told to arrive after 12pm and decided to get there at 11:15am. 

- No one could eat or drink during muster so it wasn't just you. After 20 cruises you should know all services are suspended.

- They overbooked..... sucks but it happens yet a room became available so that was solved.

- They attempted complimentary wine / dinner that you said no to yet complain they did nothing to apologize 

- you say you were given an inside but "there were solo cabins available"..... what did you originally book that you expected a solo cabin category? 

 

While having your room assignment done at the terminal is stressful I really don't understand your "long report" warning

 

Please understand I'm not being negative towards you at all but I'm just confused as to what you want to caution me about. 

 

 

Edited February 28, 2019 by esm54687

[vacation1996]

4 minutes ago, esm54687 said:

What exactly do you want to make cruisers to be aware of? 

 

Other than your description of how you were verbally treated by the check in staff (there's 3 sides to every story: your side, their side and then the truth) ..... what was so horrendous? 

 

- You chose not to eat after 5am and expected the port agent to feed you. You passed hundreds of food opportunities on the plane and in the airport..... you were told to arrive after 12pm and decided to get there at 11:15am. 

- No one could eat or drink during muster so it wasn't just you. After 20 cruises you should know all services are suspended.

- They overbooked..... sucks but it happens yet a room became available so that was solved.

- They attempted complimentary wine / dinner that you said no to yet complain they did nothing to apologize 

 

While having your room assignment done at the terminal is stressful I really don't understand your "long report" warning

 

Please understand I'm not being negative towards you at all but I'm just confused as to what you want to caution me about. 

 

 

Reading your view points

I booked last minute when I received e-docs about 5 mins after confirmation. It said  to arrive  at or after 12 time.Cabin will be assigned at check in (knowing that all documents get sent to port  a few days before)   I was able to book 1st flight out that  got me to the port at 11:15am Usually to get through security and get in line and it would be a while after 12 for sure but all that took all of 5 mins. When I walked up I told the agent that I booked last minute and I WAS EARLY.I did mention that .

 

To be told  NO cabin  at check in that I purchased crew visitors ticket  then stand by (no such thing in cruising )and go and sit in the supervisor corner as we discuss with numerous port and ship staff  what we are going to do with you As I stand with my confirmation this all took about 20 mins or so of confusion on their part.They check in people all the time and ship assigns last minute cabins as I sat next to the ship office that had their officer and her laptop. After a while she even told me she got an email that they oversold the cruise by 1 cabin and I was it  and was hoping for no-shows. This was not comforting  and I should book a flight back tonight for their mistake.

 

Had a full breakfast in Canada and did have water and juice on plane. Hoping I would be on board around 1pm didn't feel the need to stop at airport to stock up on snacks for what lied ahead. where I was in the terminal there was NO access to vending machines to purchase so I asked if I could BUY a water and lunch  by 2pm knowing I was either going back to the airport or if they found a cabin I would be on board AFTER all was closed til after the drill and they need to set up for their clients.

MOST had time to enjoy lunch ,make reservations to shows,dinners and such by the time I got on ALL were booked.

 

 they did find  me a cabin for me as it would of cost me $700 to return home that evening for their mistake. ...its all about how it was handled being professional at all levels as they represent the brand, Just wanted to let seasoned cruisers and new ones  what happen to me and the outcome.

 

[Two Wheels Only]

I'm just asking out of curiosity....

 

In cases like this, what happens to your luggage?

Do the porters take it and if so, what does the luggage tag say as far as where it goes?

If they didn't find a room, how would you get your luggage back?

Do you keep your luggage with you the entire time?

[vacation1996]

21 minutes ago, Two Wheels Only said:

I'm just asking out of curiosity....

 

In cases like this, what happens to your luggage?

Do the porters take it and if so, what does the luggage tag say as far as where it goes?

If they didn't find a room, how would you get your luggage back?

Do you keep your luggage with you the entire time?

I was sailing solo and only had a carry on and backpack  Thank Goodness ... so no  luggage tag required  but I did print one off just in case they wanted me to check carry on said GUAR AT PIER

[Njkrewzer]

Very sorry that you had quite an unwelcoming experience. Just know that you could've come on here and said that every NCL employee lined up and smacked you, and provided video evidence, and some on here would STILL jump all over you. Must be something in the koolaid. I've sailed Norwegian many times, currently have cruises booked with them, and as of now, will continue to do so in the future. But with that being said, I have seen and experienced firsthand some absolutely unacceptable customer service on board. Once had a bartender on board tell me the drink I wanted to order was stupid, and why would anyone want to drink that, and he refused to make it for me. I'm a very easy going person, don't expect much, but NCL is most definitely not leading the pack in the customer service department as a whole, but then again I have encountered some amazing staff members on board as well. I even wrote a few nice emails to corporate commending team members on board and couldn't even get a response back. Anything would have sufficed, even a simple "got your mesage". And cheerleaders, before you attack me, yes I did fill out the Vacation Hero cards for them as well, but I felt their service was above and beyond, so their commendation should be as well. 

Edited February 28, 2019 by Njkrewzer

[esm54687]

40 minutes ago, tallnthensome said:

Here folks, is one of those cheerleaders .......... 99.9% of cruisers would have been just as mad and shocked as the original poster ......... except you. When you book a cruise you expect to be treated with kindness and professionalism the minute you arrive. A bottle of wine on the 3rd day doesn't fix initial horrible treatment. Telling the OP that they should have eaten at the airport is just dumb. I think most cruisers have an eating plan for lunch as soon as they board in the buffet or wherever. Most expect to board around lunch time and eat. I and most others would be starving to death if we were unable to eat a thing since arriving at 11:15 and being forced to wait until after 5 pm to eat due to their mistake and mistreatment. I don't think too many people hit fast food or whatever before boarding if you'll normally eat lunch aboard. You can take that cheerleader outfit off now, Scott. It doesn't look so good on you. 

Actually I'm not a cheerleader but am someone who travels extensively for his job and understands "***** happens"....... I am not niave enough to listen to one side of a story and blindly believe someone when there are no checks and balances on the authenticity concerning mistreatment. I'm sympathetic to the OP but when they add details for dramatic effect (not eating since 5:15am) I may point out these are self-inflicted (being told to arrive after 12p but arriving at 11:15a and also being a seasoned cruiser should have known that there was a chance to run into muster and services being closed)....... it's not a good look to blindly drink the Kool Aid - ask those at Jonestown, Guyana

 

I clearly asked the OP what they were "warning" me about and how this would help me..... still waiting

[david_sobe]

Wow, I know this happens on flights fairly common but its pretty rare for a cruise ship?  Sounds like a very frustrating boarding.  IMHO, I would be more upset with the person who booked the cruise rather than the port people who are just doing their jobs.  Unfortunately they have a job that does not make them popular in such circumstances.   

Playing devil's advocate:  NCL would say you were told your cabin would be assigned at the port and that is what happened.

IMHO, I would like anyone else be upset because there is a difference between assigning a cabin at port  VS  there may not be a cabin for you since the ship is over sold and you are on stand by.

 

Cruises are generally more expensive than an airline ticket which would make no-shows on cruises more rare than airlines.  So does anyone know if over booked cruises are common?

Edited February 28, 2019 by david_sobe

[puppycanducruise]

Thanks for sharing your experience.

Hope your next cruise is better.