Best n Worst Cruise Line Telephone Customer Service

I think this one has been asked months ago but there are new folks here.

In your opinion which cruise lines have the best n worst customer service over the telephone? (Not ship board customer service)

I’ve only dealt with Norwegian and Princess over the phone. Norwegian once and Princess several times. NCL customer service was surly and rude, maybe the guy was having a bad day??? The Princess folks have always been friendly and helpful when I’ve called.

22 Answers

I've only called Princess and Carnival. They have both always been great. The last time I called Carnival for a major glitch on their part, I was ready to "make heads roll".... but it wasn't necessary as the person I spoke with was very helpful. The problem was resolved to my satisfaction; no additional compensation was provided (or offered).

LOL! Make heads roll! I wonder what the outcome would be if they let you be the queen for a day at one of the renaissance fairs?


I never thought of that in regards to a bad customer service agent on the phone. Hang up and try again. I think NCL is great and I just had a guy that was in a crummy mood. I’m sure their telephone agents must generally be good folks.

I've only talked to three of them over the years. Princess has always been tops. HAL not so good. Regent is the worst, with obstinate agents, who don't listen to the question before coming up with the wrong answer, then later, after having found the caller was correct offering no apology but attempting to convince themselves they were correct all along. I often wondered if Regent didn't reserve their top agents for their more moneyed clientele.

I wouldn't want the job! I've seen that job and when the opportunity to apply arose.... I didn't apply! But if forced, I'd be a kind and gentle queen.....mostly.Wink

Haw, I tried that a couple of times with Regent, only to find they had a record of my earlier conversations with other agents, which prejudiced the new agent adversely toward my predicament.

Wow! That’s crazy stuff. Thanks for the heads up about Regent. I want to try them someday. But I’ll have to save up.

Running my own thread off the tracks but could everyone have free cake if you’re the queen at one of those events?


Back to the topic, I wonder what training the folks get for telephone customer service. I suspect the better ones have formal training while the others just shove a telephone in front of some poor sap and tell them to answer the phone and do your best. Make stuff up if need be.

This thread is going sideways, but who cares? Seems like its just us
"old" veterans...ooops scuse me, including the "kind and gentle renaissance queen".....right, sorta like Cardinal Richelieu...the TRUE power behind the throne...cant bend the knee AUNTIE...with my knees I'd never get up again....hehehe...anywho depending on the company, you get first line "phone answerers" who read a script..mostly at call centers...asking them to explain or solve a problem is usually impossible...and even more so if they don't speak the language...nuff said...getting a supervisor with them is impossible...they don't know much more either usually.....HERES A TIP...for those companies you MUST deal with that hire out their customer service people can request an AMERICAN rep.....they note your account...think its rude to do that??? I think companies that hire customer service out to somewhere in East Bumbleroo are telling you something as a customer....FM....just being conversational helps...I almost ALWAYS ask "where are you?" can meet the most interesting folks that way...course you cant stay on the phone all that long either...their calls are almost always timed I haven't had that experience with cruise lines fortunately.

Back to the topic at hand...I have never had a bad experience with NCL...other than occasionally waiting too long...yknow, the ol sweaty ear crick in neck that Ive said that, I just know what will happen next time I feel the need to call.

I've only dealt with Celebrity, Princess and Carnival. All three seemed polite and genuinely interested in helping.

On board customer service, on the other hand -- Celebrity and Princess had it right -- Carnival pursers could use a bit (a lot) of training.


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