Alaska is beautiful, the ship was good but the customer service/representative on board was rude and wasted hours of my vacation time.

Norwegian Sun Cruise Review to Alaska - Gulf of Alaska


Contributor Level: Purser
Experience: 2-3 cruises
Review: 1
Helpful Votes: 9

Overall Rating:

2.0 out of 5
14 Night Alaska Glacier Bay (Seward Roundtrip)
Sail Date: July 13, 2015
Ship: Norwegian Sun
Cabin Type: Balcony
Cabin Number: 8250
Traveled As: Family (older children)
Reviewed: 2 years ago

We took 10 of our family members on the cruise and generally the ship was totally good. It was clean, pretty, efficient, with nice decks and viewing areas. Our balcony staterooms were great, the steward that took care of us was excellent. Transfers from Anchorage to Seward and from the dock in Vancouver to the airport were made through Norwegian. The Norwegian staff that took the reservations were inpatient and would not verify the reservations or payment by email. I was assured that it was in the system and that there was nothing to worry about. All transfers were paid in full months before the cruise. Upon arrival at the boarding center in Anchorage, four of my family members were told they did not have a transfer reserved or paid for. This was not correct but they said it could be verified once on board the ship and the transfer to Seward was fine. Once on the ship transfer fares were charged for the four family members and three more transfers charged for the airport transfer. The customer service representative said there was nothing that could be done because the reservations and payments were not in the system and there was no one that they could contact to verify. I produced online credit card payment records for all of the transfer reservations to no avail. I spend at least 3 - 4 hours over several days trying to resolve this matter and finally on the last day the manager said that "as a courtesy" they would remove the charges from my accounts after finding the paid reservations in the system. This was too little too late. In addition the photography session that we signed up for clearly stating our expectations of buying prints for the quoted $200. package, turned out to be a $999.00 package of photographs on canvases on our last day of the cruise.

We did enjoy three of the specialty restaurants. Dinners in the free style restaurants were very disappointing. Our shore excursions were fun, we saw a bear (in Hoonah) and a whale (in Juneau) which was fun for all. The grandkids loved the zip line adventure in Ketchikan.

There was much to love about the cruise but the disappointing events ruined my opinion of Norwegian and would therefore not recommend Norwegian Cruise Line, but would highly recommend the Alaskan itinerary.

 

Food and Dining

1 out of 5
see above comments

Onboard Activities

3 out of 5

Entertainment

3 out of 5

Service and Staff

1 out of 5
see above comments

Ship Quality

5 out of 5

Cabin / Stateroom

5 out of 5
Cabin was very clean and comfortable, we enjoyed the balcony and being next door to the rooms are family members were in.
5 out of 5
Sitting on the back of the ship gave us a wonderful view of the glacier.
5 out of 5
Don't miss Victoria, BC
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