Review by Cruiser589

Terrible treatment by crew

In response to review, TravlinArchitec says ...

NCL has the WORST customer service - ever.  They lost our business a few years ago.  Not as drastic as this, but similar staff with attitude.

Tags: Norwegian Cruise Line Norwegian Breakaway Caribbean - Bahamas

10 Answers

When I started reading this, I realised half way through that it was a complete joke. This is the longest waffle I have ever heard when there is no real story. What is all the guff about Ashley and a card and waiting 2 hours for her???. It really is so funny. A review about a cruise is supposed to do exactly that, not harp on about something that children squabble about.

Quite a damning statement !! I have been dealing with NCL since 2012, and everybody I have spoke to either on-board, check-in or customer services by telephone or E-mail have been exceptionally polite and helpful. Sometimes, I believe the conception of service is borne out by the person making the statement in the first place. Be nice to others and reap the benefits. 

I will agree with the OP that "Ashley" treated the passenger incorrectly (based only upon the OP's post). I will have to disagree on the rest though.

Perhaps (probably) Ashley went so far as to report the incident to her boss, who would in turn be required to report it up the chain of command to the "Crew Captain". In the interest of getting the whole story, he would naturally want someone to look into both sides of the story, hence the "interrogation" (which was probably nothing more than trying to coax the other side of the story from an unhappy passenger). As far as the "invasion of privacy as far as distributing your pictures", your photo is on record and tied to your sail and sign card. Your picture is displayed when you board the ship (in order for security to verify that the person boarding is actually the card holder). The officer (probably the security 2nd officer) was waiting for you to board in order to interview you.

Granted, when something goes wrong, it seems to escalate from bad to worse, however it appears that after the first bad thing, the rest was simply the line trying to find out what went wrong so they could 1) Ensure it doesn't happen again, and 2) try to find out how to make the guest "whole" again.

Seems like a lot of drama for a VIP card. I suspect based on the post that the writer has several of these overly dramatic stories in her past. The cruise line takes your picture when you board for their use in security and investigative matters. If you are under  the impression the crew won't look at it you are living in LaLa Land. I'm sure the employee "Ashley" reported your "incident" to the ship's administration and they are bound by policy to look into the "incident'. My issue in the story is how the writer states that when the incident occurred those in line were laughing at her,(Indicating agreement with Ashley) but later she states she met those people and they said they were appalled by her treatment. So which is it?  I'm guessing none of them took her side officially and went to the crew. Seems like the greed of obtaining a likely useless VIP card started this issue, but the writer dwells on the incident for the entire cruise ruining the entire trip even giving up several free dinner deals. With the wait, the argument, and even the follow-up investigation I doubt the entire incident took up more that 3 hours, but the writer allowed several days of the cruise to be ruined. Life is what "YOU" make of it. Congratulations to your sister on her overcoming her illness issues and certainly her inner strength has been tested and she prevailed. Having said that I am sure with her history she had the fortitude to answer some questions from the investigator about the "incident". The VIP issue aggravated you, we get it but "You" ruined the rest of your cruise by allowing that aggravation to overtake you. Solution; Stop cruising and start hiking desolate trails then you have no one to blame but yourself for little aggravations along the way;)

I have never had an issue with customer service folks from NCL, and neither has any member of my family. We are booked for July 2016, so I guess we will see. I'm quite surprised though, that NCL did not resolve the issue... Or have they? And we are unaware that the issue is closed....

What I wonder is why one incident warrants an entire bad cruise. You are on vacation to have fun. One bump in the road knocks you off the cart. Get up, brush off the dust and go have fun. File your complaint if you must through the proper channels after your home and do not let someone else's behaviour spoil a perfectly good vacation. 

The detail of this write up makes it difficult to follow but it seemed to go from a review to a rant. It also appears to have been written directly to the cruise line toward the end.  This is not an NCL-specific or sponsored cruise line group, nor does it have a responsibility to filter complaints like this over to NCL. I suggest if the OP wants this to go to NCL, look up a contact address or email on the NCL website. 

 

It is unfortunate that this situation wasn't handled better but I also question the whole issue of waiting that long in line for a VIP card. We've cruised for years and learned that most of those 'deals' aren't worth the time or energy spent on getting to the venues to use them.  Most experienced cruisers figure this out pretty quick.

NCL is bottom of the barrel in my list of customer service, service and food of the major cruise lines.  I try and pick any other line.

 

Reviews are to get one persons opinion of the cruise.   You can not argue with her saying that NCL is great,  it may have been good for you on the ship you were on,  but it was not good for her.  

 I have been on cruises where I had great service and no problems and a friend on the same cruise has bad service,  A/C not working in his cabin, sink drain not working well and TV remote not working,   his cabin steward did nothing to help when he mentioned it.....  2 people on the same cruise having very different cruises. 

This rant makes no sense.  Once you realized the thing they are "giving away" is a teaser or a trap you should have walked away.  They don't GIVE you anything on cruises, they try to get your money that's it!  We wouldn't waste 3 mins with a bad "shopping" experience even if we believed we were getting something of value for less which is page 1 lesson 1 of ripping people off.  Then throwing a paper at an employee, i'd have probably decked you stupid if i was there.  Going on a trip and "paying good money" doesn't guarantee you the right to turn off your brain and trust strangers in the sales game.  

You will realise if you keep reading this post that it is nothing more than a complete joke. I found it pretty funny to read

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