NCL not customer focused.

Cruises: 7+ cruises

Review: 1

Helpful Votes: 12

Review summary

The cruise itself was as expected...all went fine. However, this will be the last time I ever cruise on NCL. I booked this cruise on the Norwegian SKY, out of Miami, a couple of months ago. Three weeks before departure, NCL started the same cruise on the Norwegian SUN out of Port Canaveral. I live 15 minutes from Port Canaveral and three hours from Miami. I called the SKYMILES booking agent and asked to change my cruise from the Miami ship to the Port Canaveral ship. The SKYMILES booking agent was willing to make the change and checked with NCL. She stated that NCL would not agree to a change and the agent suggested that I talk to NCL directly. I contacted NCL and asked to transfer the cruise to the Port Canaveral ship (Norwegian SUN). They were adamant that they would not change. After speaking to a supervisor with NCL, they said they would change with a $1350 cancellation fee. I again explained why I wanted to change, explained that I am a previous NCL cruiser, and stated that I would be willing to pay a "reasonable" cancellation fee. (It would save me a three hour drive each way and a week of parking fees.) I also stated that I was flexible on the category of cabin, I would take lower category or pay to upgrade to a higher category. I also stated that I was flexible on the dates of travel. They would not consider any adjustments. Having worked for Carnival Cruise Lines, I know that they had the ability to make adjustments, but simply refused to consider it. Not good customer service in the least bit. We take a couple of cruises a year and will avoid NCL in the future.

Embarkation

Ship experiences

Food and Dining

Onboard Activities

Entertainment

Children's Programs

Service and Staff

Ship Quality

Cabin / Stateroom

Ports of call

HAVANA, CUBA

Great Stirrup Cay (Cruise Line Private Island), Bahamas

Disembarkation

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