Bad cruise experience and terrible customer service

We booked a Hawaiian cruise with Norwegian on the Pride of America for our 40th anniversary. Two weeks before the cruise they cut a day off the cruise making our 7 day cruise a 6 day cruise. The ‘gesture of gratitude’ was to reduce the cost by 1 day. So the gratitude for reducing my cruise by a day was to refund me 1 day. Really? To make matters worse, we get a letter in the cabin telling us that my first excursion of Road to Hanna is cut short due to a landslide. We decided to still do the excursion because the person at the excursion desk convinced us that we were not missing anything really because not much is past the town of Hana. We get on the tour bus and find out that there is no landslide. The tour was cut short at the request of NCL because they got to port later than expected. Also found out that we missed the seven sacred pools and the wine tasting. Yet we paid full price for the tour. Not cool.

I also have to say that the ‘Pride of America’ is in serious need of some pride. My wife and I have cruise over 20 times in the past 40 years. Mostly on Carnival and Royal. First time on Norwegian and likely our last. Dining area windows were so dirty that my camera couldn’t focus on the dolphins we noticed swimming by. Lots of rust areas on the ship including on our balcony. We were watching a show in the theater while it was raining outside and water was dripping from the ceiling. Overall the ship is old and dated. Staff was nothing like any of the other cruises we have been on. They just didn’t seem happy. Few smiled or even said Hi. Never saw our steward until the last day.

We made the best of it for our 40th anniversary but I wish I could go back in time and do something different.

Tags: Norwegian Cruise Line

20 Answers

Now you have a baseline for NCL. You were able to spend a celebration with the love of your life. 40 years together is a wonderful milestone.Love

Don’t make your final decision about NCL based on Pride of America. It’s the only ocean going cruise ship in the world registered in the US and staffed by mostly Americans. And yes that makes a HUGE difference.

Sorry to hear your cruise went so badly.

I’ve sailed NCL Pearl twice and it was wonderful. From what I’ve read about Pride of America, I have no plans to ever sail on that ship.

Sorry to see your cruise was a disappointment, but it sounds like you and your wife had a wonderful anniversary anyway. Congratulations on 40 yrs together. Love

Happy 40th Anniversary!

I'm sorry that your cruise was disappointing, but I'm glad you didn't let it spoil your entire trip. Some folks would have.

Congrats for 40 years !!!!!!!!! Big Smile

IMHO I have found once NCL has your money they really do not care to keep you happy. I would suggest you try a better cruise line like HAL or Celebrity. I have done about 30 cruises on most of the major lines and I rate NCL at the bottom of the list.

Congrats on your 40th. My wife and I are celebrating 30 years in a couple of weeks on NCL’s a Escape. The PoA routinely gets poor grades on service and staff. This got me thinking. I wonder if the staff of the Pride is made up primarily of Hotel / Restaurant Hospitality majors doing some sort of internship ? Why else would such a large corporation permit such bad reviews ? Hawaii has so many hotels, with many jobs up for grabs. Just wonderin’.

Thanks to all for the congrats on our anniversary.

Jusme, I agree with you on NCL just wanting your money. Before the cruise I contacted NCL in multiple ways escalating up to the SVP Customer Relations and every time I got the answer of fine print allowing NCL to make changes and basically it is what it is. Terrible customer service. Also agree on other cruise experiences. We love to cruise but it will be hard to go with NCL in the future.

Kergan66, your wonderin' has merit. It is amazing that NCL leadership allow for the negative reviews with no action. Is also likely the cause of the somber mood of the crew. They really did not seem happy. Every other cruise we have been on the crew go above and beyond. NCL was depressing in many ways. The ship is not maintained well. They cut the trip by a day so they could do maintenance on the ship. Would have been nice if they had a cleaning crew do some work while it was in dock.

I agree with JCOAKML though, don't write off NCL completely. Every line has its pros and cons but I've definitely heard a lot of negative reviews about Pride of America in particular. I went on a cruise last year aboard one of NCL's older ships and it was a fantastic experience, so much so that out of the big three I've sailed (Royal, NCL, Carnival) I would consider NCL my favorite at the moment. If another Norwegian cruise comes up someday that looks promising, still consider it! :)

This is very concerning as we have a cruise booked for this same sailing but in 2 years. I have read a lot of mixed reviews but I guess my thought process is, we are taking the cruise to see and experience Hawaii, not for the cruise. It is just a means to get us where we want to be and allow us to see several islands.

I had a horrible experience on my first NCL cruise as well. It took me 10 years before I got on another NCL cruise. That was NCL Breakaway. Their newer ships are a lot better. I fell in love with NCL because of the Breakaway. I look forward to going on the Bliss in June. Don't miss out on NCL until you go on one of their newer ships. Thank you for letting me know about Pride of America. I'm scheduled to go on there in July 2019. I will keep my expectations low when it comes to the ship. I just want to see Hawaii and I will make that my focal point.

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