November 2015 - Norwegian Breakaway to Caribbean - Bahamas
Breakaway Nov 15 2015 I had sailed 13 times with NCL 1 -2008, 1- 2009, 1- 2010, 2- 2011, 3- 2013, 3-2014, and 3-2015 I have guided many people to sail with NCL due to my experience with your cruise line. I cannot say that now. On the November 15 cruise on the NCL Breakaway, I had a extremely troubling situation occur. Ashley the NCL port representative gave the three of us a charm and told us if we came to her talk we would get a bracelet. We went the next day and did not receive the bracelet but was instead told of where to get in on the port ? Truthful ? I don't think so. Ashley said that interested guests would have to wait on line to get a VIP card to get the discounts she promised. We waited 2 hours and ten minutes. One hour for the talk then 1 hour and ten minutes on line to get the card. While we were waiting other guests came into the theater for a game show deal no deal and left while we were still waiting on that line. Everyone at the back of the line was complaining about how long it was taking. Many left some went to eat and returned and others stood with complains of aching back foot etc. NO effort whatsoever was made to see how we were doing, if assistance was needed or any update on why it was taking so long to get a VIP card. No one came to explain why it was taking so long. When it finally was our turn, I saw what was happening. There was not one VIP card there were several. The reason it was taking so long was Ashley had cards for all the stores and she had to sign each card and write what the people were buying. She had to coach guests on what to say about what to buy so she could write more and more. Tell me is there any reason she couldn't pre sign these card?????? When it was my turn I told Ashley, I couldn't believe it took one hour and 10 minutes standing on line for a card. And that she had several cards not one, and she had to sign all of them. Her answer was "NO ONE TOLD YOU TO STAND IN THE LINE " you could pick up card any time. We told her SHE SAID SHE might run out of card to stay in the line. I handed her my paper to get my card and she refused to give me a card and returned my paper. She didn't like our complaints so she refused to give us a VIP card. Do u get it? After waiting 2 hours and 10 minutes she refused to give me a VIP card. Since I didn't need the paper she returned to me , I tossed it on her table saying I don't need this. Ashley preceded to ridicule and mock me to the few guests who were left and they were all laughing at me. First of all why did she say "NO ONE TOLD U TO WAIT ON THE LINE", in the most snotty childlike tone. What happened to guess experience like Ashley could have easily said I am sorry u had to wait, let me speed u through now, or let me give u something rather than yelling "NO ONE TOLD U TO WAIT ON THE LINE". I was willing to drop this whole experience but then something more astonishing happened. The next day when my sister a cancer survivor 5 surgeries, 4 rounds of chemo 25 days of radiation, loss of her husband to cancer, and being wiped out by two hurricanes was picked out of boarding guests by site by a crew member. I cannot remember his name ?steve?john a former cop and scared her not knowing why she was asked to step aside. Apparently the crew captain asked him to look into the disagreement we had with Ashley. The only way he could have found her was with the paper that I tossed on the table. It had my name on it. We were asked to meet with this crew member after 9 pm. We went to the guest services as instructed he wasn't there we had to wait for him to be called. He took us to a private room to discuss what happened. I asked him point blank did Ashley report us he said no. He said the captain of the crew asked him to look into this. Again I asked him who told the crew captain he said he didn't know he was asked to investigate this he was a retired cop. He said he knew nothing about it and wanted to get our side. The he mentioned something about paper throwing. As I said earlier Ashley refused to sign the paper gave it back to me and I tossed it onto the table. We told him what I wrote above I will not explain it again except to say why didn't Ashley simply say I'm sorry u had to wait ? Instead she said " NO ONE ASKED U TO WAIT IN THE LINE" Is that really how u want your employees to speak to guests? What really troubles me is the way we were treated like criminals. He said he recognized my sister picture ? So my privacy was invaded someone took my name and looked at my information?????? Did he really pick her out remembering her picture or was a copy of our pictures distributed ???? He said no formal complaint was made yet he invaded our privacy looked at our pictures and picked my sister out in front of other guests asked to step aside for what? A questioning ordered by the crew captain about what ? About hearing rumors about what? This is how u treat guests with 13 cruises up to 3 a year for the last 3 years ?????? This whole incident ruined my vacation that my sister had to be treated this way with all she had been through. I didn't use my free dinner cards for the 4 free special meals I was so upset. I stayed in my room trying to figure out what could have cause NCL to treat all of us like this. I have seen many horrible behaviors by guests and we were not horrible, we only complained!!!! By the way, I ran into a few of the people who were standing on line with us and told them what happened to us, and they couldn't believe it and were talking about going to guest services themselves to support us. You should teach your employees to say sorry !!!! That would have been the correct response not set us up for what a investigation? Inquire? What ? For What? This is the worst I have ever been treated on a cruise ship in all the cruises I've taken. I am going back to work with knee and back pain and will always remember the horrible way you treated my and my family. Lesion learned you seriously don't care about guests there are just too many of us. With great disappointment Barbara PS I voice tapped our interrogation with your officer.