Read the reviews below to see the experience other people have had when dealing with customer service from Norwegian Cruise Line.
Your customer service and trying to get ahold of your company SUCKS! I've called at least 50 times in the last two days and today and when I get a real Person, they transfer me back to hold and HOLD lines and NO ONE ANSWERS! THIS IS SUCH POOR SERVICE! THEY HAVE MY NUMBER TO CALL BACK, BUT THEY DIDN'T SAY WHAT year!
To whom it may concern,,Hello,
My family & I are gold latitudes members & love NCL
But I feel I need to write & air my displeasure about the new NY-Bahamas cruise aboard the Breakaway
We have taken this cruise before,although we usually go to Bermuda
But the kids wanted to do the Atlantis waterpark like we have done before ,(it was a shore excursion that NCL offered & was great)
But now you have changed the DAYS & TIMES' that we will be in the Bahamas & because of that we cannot do the waterpark which is the main reason for cruising to the Bahamas in the first place
I mean who really cares about the days that we will be there,, but now getting into the Bahamas at 1:00 pm !!!!??WHAT'S WITH THAT????? WE MISS OUT ON HALF A DAY! & any full day plans are virtually impossible
The other way we had the whole day to spend in the Bahamas since the ship got in at like 8 am,,this new schedule is ridiculous!!
Needless to say the kids are devastated because one of the best parts of their vacation is now gone for some strange reason
Thanks,,, Dave
Your customer service lines are not really CUSTOMER SERVICE LINES. On hold for 45 min 2xs with no other way of contacting. Your service charges are totally out of line. Shame on me for not reading the fine print. Booked 2 rooms for 4 people and was blown away at $13.50 per person per day. Not to mention the $99.50 service charge per person for the drink packages.
All total $800.00 in service charges after tipping the invisible stewart and grumpy bartenders.Filled out service charge reimbursement form online. I really think they ignored them.
I need help please. We were on the Norwegian Sky from 8-19 through 8-22. We had pictures taken through the ship and I may have left them in my stateroom 6210. There would have been 2- 8x10's. Is there a lost and found? This was a trip for my son who is leaving for college and I'm hopeful that Mark L. Our room steward found them. Please let me know!
Traveled With Ncl On The Gem This Summer, I Had Such A Terrible Experience, The Room Was Backed Up With Sewer Rubbish, It Smelled Horrible, The Air Conditioning Didn't Work Properly And The Balcony Curtains Had Mildew On Them. I Complained To The Front Desk But They Didnt Even Change My Room Or Offer A Credit. I Will Never Travel With This Cruise Line, Aldo Tipping In Not Optional It Is Taken From Your Credit Card Then You Cant Even Get Thru To Customer Service To Request Any Credit. Terrible, Disgusting And Horrible.
I sent the service charges for on 5-18 and it was returned to me. We went on another vacation to Mexico for 2 months to Mazatlan. We returned last week and just got thru all our mail and I found the return letter. Please call me so you can advise me where to send it. Rose Marie Guajardo Sail date4-16-16 Norwegian Jade.
Years ago (probably about 25-30) I LOVE, LOVE, LOVED NCL. I took a few different cruises and experienced incredible food, with incredible service. I can NOT say that any longer. I think the freestyle eating and prepaid tips have ruined EVERYTHING. NCL used to be great, but now it is just another cruise line. So disappointing. I had such good experiences in the past, that I got my sister and brother in-law to join my husband and I this time. We all felt the same - not so great. I knew the freestyle was going to make it different, but not that different. Before freestyle, you had to choose a time to eat and you were assigned a table. (I didn't think that was so bad). In that dining room there was a waiter and few other staff assigned to a few tables. The service was INCREDIBLE. Also, without having any paid restaurants on board (or none that I was aware of back then) the food was FABULOUS. I even remember a night when the waiters all lined up, and to fun music they did a sort of congo line around the restaurant - I think they were carrying a dessert. It was so much fun and great entertainment. It was memorable and made the cruise special. No more of that. ALSO, the entertainment on my previous cruises was unbelievable! I saw broadway productions - and they were good. Not just lame singing and dancing - EVERY NIGHT!! The magician and comedians were great - but on the previous cruised, you got BOTH. GREAT entertainment at 2 different times, and THEN you also got extra entertainment in another room later in the evening - good entertainment. It was SO MUCH BETTER BACK THEN. I will not recommend NCL to any one, unless you go back to what you used to be. For now, you are not worth it. Next time, I will try Princess or Celebrity. I hear good things about both of them. One more thing - cruise ships need to have separate pool areas for kids and adults. Yes - there were two pools and a designated adults only hot tub - but they were right there together. I work hard for my money and when I take a vacation, I want to be with other adults - not kids. I'm with kids everyday.
My wife and I took the 4/10-17 cruise on the Getaway. We have no complaints with the service on board the ship. However we went to the shopping seminar put on by Kevin and Aisling. We went to one their recommended and guaranteed stores to buy rings. In short the store Silver Creations personnel hustled us and sold us silver for gold and glass for diamonds. We paid and they rushed us to the ship by car so we did not have time to check or notice the receipt. We have a case pending with proof of fraud with the credit card company. They altered the receipt after the fact to read .925 silver and Swarovski stones. We have tried to call and advise NCL but on speaking to an executive secretary in Miami, it was MY TOUGH LUCK.
My wife and I recently cruisediscovered to Bermuda on the Dawn. Left boston on 6/17/16. Weven travel with a large group. We have traveled on NFL many times. Most of us are Gold or Platinum members.
We were very disappointed on this cruise. It was very hard to get a drink. The service was not as good as other cruises. You removed the pearly king and replaced it with a wine bar. This was disappointing because we always enjoyed the atmosphere there. It was a meeting place for us as well as a fun time. We enjoyed the karaoke and the staff. Boston is a pub/bar town, not a wine place. I walked through the wine bar every day and never saw more than six people there.
Also a world about the cigar room. There is not enough ventilation so the smoke comes out into the Catsby lounge. The doors should not enter intoa public areas. Also you make the bar staff go in there for the bar supplies and to wait on customersome. We all know how bad second hand smoke is, so whyso why would you put your staff in harms way.
In closing I would like to add that this may be our last cruise to Bermuda for a while, as we were all dissatisfied with the service.
Thank you
I waited on hold for over 1 1/2 hours listening to the Norwegian loop advertising. I hung up, called back Norwegian and Gill transferred my call to Customer service where I waited on hold for another 1/2 hour saying the next available agent would take my call, but no one did. I suspect it's because I am owed a refund from my December Cruise. Any other number I called with Norwegian is always answered within 15 seconds. Outrageous!!!
terrible. Seems you cabin stewards just toss anything left. I regret leaving an extra tip, let alone the required tips. I left some great photos purchased from your ship for almost $100 and now can't even get a copy of any of them and have zero memories with my kids. I sent a submission 10 days ago and heard silence. I finally called and waited on hold for 25 minutes only to be told they had nothing.
Very very disappointing.
Just returned from a ncl cruise on the spirit to the Caribbean.
My complaint: food was comparable to Golden Corral restaurant. Same menu as buffet.
This cruise was given to us by a casino in Nevada. But it was not free. We had to pay a casino promotion fee plus cruise tax.
now we have $650.00 for 2 invested in cruise.
ok. Fine. Now our room is inside cabin. Ok.fine.
but....it's located under the buffet kitchen.
all night noise unbearable to sleep. Anyone, when you book, know where the kitchen is, preping starts at midnight until 5:30 in the am, then breakfast starts at 6:30.
next, if you like the casino, which is why we were rewarded these tickets, be prepared for the worst. The casino is not ventilated correctly and the cigarette smoking is so bad that we both had severe sinus infection and ruined our entire vacation and beleive me I was not the only one complaining. Several people would not even enter that room because of the putrid smell.
Why can't they eliminate one of those restaurants and have another casino for non-smokers..beleive me the money was spent and lost on gambling.
It's unfair that we had to avoid something we enjoy. I understand the the smokers have their right and I am not judging them. Just make it comfortable for the non-smokers and give us our right to breathe fresh air and enjoy what we like doing. Playing slots.
we have gone on many cruises and were excited about this one, because it now travels out of Port Canaveral. It will be the very last time. The experience was horrible and am still suffering from a bad cold received on board the ship, which I would say 50 percent of the people on board were sick with colds. Its a big germ carrier, in my opinion..think twice before booking. There
are no frills. Those days are gone. No activies, no fancy meals, just their hand in your wallet and paying for service daily. Weather you like it or
Not.
I left the sky ship this morning in Miami . I may have left one teva sandle behind in my cabin zesut is my last name
I tried. Calling but no one ever answered the phones �°�¸�?�¥ I would appreciate a response to this email . I phone
This was my first cruise ever overall I was pleased with the service but not being able to reach a real person via your customer service Dept does not impress me
NCL DAWN cruise on 12/20/15: Free Style means you never really get a reserved dining time. Every night needs a separate reservation, and times are never when you want them. Extra cost dining is pushed constantly. MY wife was food poisoned by escargot in Le Bistro, and Dean Smith Maitre D' Hotel refused to even refund the extra cost dining surcharge, without a doctor's visit onboard for a $149 fee. BTW the doctor's office is open from 8AM to 9:30 AM ONLY, or by extra cost special emergency appointment. Service was really poor in restaurants, as tips were guaranteed, and you never eat in the same place twice. We gave cash tips to stewards and those who really served us, BUT now ONE MONTH later, I still cannot get refund of pre-paid tips. New majority China & Malaysian ownership has reduced NCL to a only profit motive line. All pre paid extra cost packages are a promotional rip-off, with extra service charges added on in addition. Just really felt like a number making profit for the owners, not any cruising fun here anymore.
I cruised on the Getaway 12/6 - 12/13/15. The service was horrible. I am a Latitudes Platinum member so I am a good, long-time NCL customer. For the first time ever, I asked onboard to adjust the gratuities. I gave cash tips to those few crew members who did give good customer service. The front desk gave me a form and told me to fill it out, take a photo of it, and email it to an email address on the form. They said it would be processed in two weeks. I followed these instructions on 12/14/15. I have still not had the adjustment/ refund posted to my credit card. Today, 1/14/16, I called NCL at 800-327-7030. I was told by Andrea to call Customer Service at 866-625-1164. I was on hold for almost an hour before I was disconnected. I went on line and found another Customer Service number...866-234-0292. After being on hold for 20 minutes I hung up and called Corporate at 305-436-4000. I have been on hold now at that number 45 minutes and I am still holding. It seems the only NCL number where you can reach a live agent is the reservation number. Once NCL gets your reservation and your money they make it impossible for you to reach them. NCL is not the cruise line it once was!
Horrible response. THEY DON"T CARE. I had to call 3 times to find out about my reimbursement check that should be posted to my credit card.
I was re-assured by the representative that the check will be arriving within 2 weeks.
I called them in 2 weeks stating that I didn't receive anything. I was told again, that I have to wait 2 more weeks for the check to arrive. It has been a month! I called today and was placed on hold. HORRIBLE!!!!!!!!! I will complain to BBB
Good Morning,
I returned from the Christmas ,new year Gem, my experience was very disappointing this year. The meat was the worst at theMonderno Resturant. A piece of medium rare filet mignon was tough. The fish was over cooked . I actually cancel my reservation on 1/1 for Cagney. The front service desk was rude on 1/1 when I try to solve my unrefundable on board credit of $17 dollars when I brought a $500 cruise next. They prtetended to solve it but then on 1/2 I got my bill and the $17 was on the bill. Both day Luis PrÃ?Æ?Ã?Âncipe was rude . He didn't want to help anyone. Keep saying no service charge can be applied. He is so not well trained as a front desk employee. You need to train your staff to be more pleasant SMILE at the customer and treat customer with respect. We are paying your salaries. The last 2 days ruined my vacation because I stood in line for 1hour when NCL could have fixed a computer glitch that they knew about. Everyone had the same complaint.
Gong cabin
When you open a cash account on board and you have the Ultimate Beverage Package, etc.
(1 of four offers)you have to pre-pay the gratuities, While on board purchased a few things and ran out of cash. Our account was closed. (Which we get, of course.)BUT not to be able to get a beverage which you pre-pay in gratuities. I think you should not be able to make purchases of course, BUT you should be able to get what you pre-paid for. (NCL swipes your card even though you have the UBP)
Also, the refund forms say, "Refunds will be processed within 2 weeks". It takes up to 6 weeks to receive tour refund. NCL leads you to believe that it is no longer than 2.
My husband and I just returned from our Adriatic cruise (Sept 26, 2015 thru Oct. 2, 2015)aboard Norwegian Jade. We had a great time meeting people and most especially the friendliness and efficiency of your staff. I would especially commend a few of your staff during our stay. Avelino Resurrecion (Asst. Maitre D); John Nunez (Waiter); Jennice Carpio(Rest. Hostess); Aileen Mabini(Asst. Maitre D); Marilou Mateo(Waitress)& Vanice Vergara (Waitress). We won't hesitate coming back for another cruise if you have the same staff like them They are definitely assets to the company and we hope they get the necessary recognition they deserve. Long live NCL!! By the way, we also looked forward to the entertainment and the dance instructions because I love to dance. Thank you for a fun and relaxing getaway.
My travel agent made reservations for us to go in a 7 night cruise on Norwegian spirit on Dec. 12-19. She called and left deposit last Thursday, 9/24/15. When she called to put balance on our cc today, Norwegian people said they never received our deposit. Our travel agent got a name and we just contacted our cc company and we were never charged. Evidently there was a mix up on your part since this never happened to our travel agent before. She tried to explain to your representative and he was rude and hung up on her since she wanted to leave a message. In the meantime the price went up $50 per person. I traveled on the Norwegian Getaway last year and had a wonderful time. Because of this incident and the fact that your representative wasn't professional, I will never travel Norwegian again.
Dorothy Paponetti-
