NCL Terrible customer service - buyer beware

This is our third, and will be our last NCL cruise. We spent A HUGE amount of money to have the cruise of a lifetime in a Penthouse suite on Norwegian looking forward to the "exceptional" customer service, We haven't had our cruise yet, but all of the customer service we have had to date has been HORRENDOUS! Our agent and myself have been on hold hold or the one with them for over 7 hours trying to solve problems THEY created (such as deleting one of our group members) and trying to get Latitudes member cruise benefits (which they said we were eligible for, said they put a note in our account to credit once our agent called, only to have done NOTHING, no note or anything and refused to apply the credit with our agent.). And the final straw is their customer service after a SIGNIFICANT price drop - we understood we wouldn't be able to get an upgrade with our category, but they were unwilling to do ANYTHING at all after a $2000 price drop, when others we know received category upgrades and on board credit. I have lodged a complaint about their customer service and received NO reply from corporate. This is our third Norwegian Cruise and will be our last after this experience. It has really taken a lot out of our anticipation for the vacation. If you want a once in a lifetime special cruise experience and to be treated with consideration and respect, choose another cruise line.

11 Answers

Unfortunately you are not the first to less than thrilled with NCL’s customer service. I’ve had my issues with them and I have personally found their customer service to be lacking to say the least. I have enjoyed all my cruises on NCL. However, they have fallen to the forth choice for me.

Hopefully you can get these things resolved and go enjoy your cruise. One thing I have learned is the ship experience is far superior to any of their land based operations. Go enjoy your cruise!

Thanks for the warning! I have a few others I want to try before even considering NCL.

Good to know. Certainly being forewarned helps.

If you have been on the line with the same CS representative, then it may not be demonstrative of their entire line.

I know that with Princess, if you don't like the answer you receive, hang up and try again with a different agent. It may be the same with NCL?

I have had difficulty "getting thru" to them off n on for years. Once we do, every single experience has been pleasant ...except for one a couple of years ago, when, somehow, they actually swapped ships on us and we found out completely by accident. (we fixed it after a weekend from hell)..and lately, when they "give" us an onboard perk of 250 internet minutes (which we have absolutely no use for) and cant substitute anything else. We have 4 more cruises booked with them, but are actively investigating others. There is virtually no difference in the perk level from where we are to the next one, if I live that long. Their loss will be my gain, one way or another.

Its kind of a shame, because we really like their mega ships..

That is excellent advice, thank you. Unfortunately my experience came from three different agents and my travel agent spoke to two different ones so it was a pretty across the board bad. I wish I felt like calling another agent would be different at this point but don’t see it happening. I am generally a pretty egalitarian person, I don’t think I’m general spending more money should get you better treatment, it I thought being in the Penthouse balcony they would at least try a little to make us feel that our concerns and issues matter, but I feel like they have treated us worse than when we travelled in a balcony stateroom in the past . Either that or customer service has just gone downhill all around in the pay few years. Either way just a frustrating experience and we are done with Norwegian if this is how they treat us. I do appreciate your advice though.

I am sorry to hear that your troubles continue.I think my next step would be to contact their upper management (I do not have the email for the line's president, but you should be able to find it) and explain your troubles to them (note that it would not be read by the president, but it would at least be read by someone who can do something).

I would also find the line's facebook account and explain your troubles there.

If you do follow this advice, it would be best to explain the facts and leave your emotions out of your narrative.

Simply state what is wrong and what the line needs to do to make it right. If you start getting emotional or opinionated, then you will lose your support.

BD has it right as usual. Every co has its share of complaints and horror stories. Its hard to do what he suggests, but unless you do, the thing will probably be ignored...its almost counterintuitive to be nice when you KNOW you're being screwed. The Pres's name is ANDY STUART, you can get the address just by looking up NCL....from time to time I have written letters of complaint...I ALWAYS send em certified, return receipt requested...make someone sign for it! and address the envelope to him specifically. They DO have a "presidential complaint unit"...If they satisfy you once on board, then its worth fighting for. If you think you can do better else where, take your cruise $$ and vote with your feet. we've been with NCL for a long time, but nothing lasts forever..good luck.

Appreciate your sharing and feel bad that you have been having trouble. We have not personally had any issues with NCL but this is not the first bad customer service story I have heard about them. But then I have also heard some horror stories about some of the other lines. Unfortunately I suspect this is a sign of the times when 40% of the people work in a service industry and most of the cruise line customer service has been off shored to remote locations. Sigh.

So right. I would send a hand written letter, with all the facts, comments and responses in a point form. Leave emotion out of it. Send the letter directly to the boss, with a signature required. I know that an admin asst. will handle it, But I have gotten answers that way before, and not just with cruise lines.

Good luck

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