MUST READ: Terrible experience, NCL profits trump customer service or safety

Pride of America Cruise Review to Hawaii

Cruises: 4-6 cruises
Review: 1
Helpful Votes: 43

Overall rating:

1.6 out of 5
Pride of America

7 Night Hawaii (Honolulu Roundtrip)

Sail date: March 30, 2019

Ship: Pride of America

Cabin type: Inside

Cabin number: 4061

Traveled as: Family (older children)

Reviewed: 5 years ago

Review summary

Our overall rating of this cruise is poor for multiple reasons, the number one being the lack of compassion and assistance from the Guest Services staff when we learned of a family member back home being in critical condition. When our family tried to contact the ship to speak with us, NCL informed our family we were not on the ship. Knowing this was incorrect, our family eventually contacted the United States Coast Guard who assisting in locating us onboard the ship. We followed up with Guest Relations who could not provide us an answer as to why we couldn't be located and responded "does your family know your names?" When we tried to get assistance from Guest Services to book emergent flights home and inquired about internet access since we didn't have cell service, they tried to sell us an internet package, but subsequently stated we had to wait for the internet services crew to arrive to work because their shift had not started yet (despite being on a boat). We asked for a manager who also tried to sell us an internet package. Since the staff was no help, we continued to try to use our phones until we neared the island of Kauai and got service. We booked immediate flights and asked for assistance off the ship. Again, no assistance was provided in helping us off the ship or assisting with transportation to the airport. In addition to the obviously pressing issues above, my wife's luggage was damaged by staff when initially boarding the ship. The staff attempted to fix the wheel, but while leaving the ship, the repair fell apart. We additionally had paid extra for a speciality dining experience. We had terrible service not even receiving the pre-dinner appetizers. Our water glasses were constantly empty. We inquired about our food and sides on multiple attempts but eventually left the restaurant due to such terrible service. Post-cruise, we completed our post-cruise feedback survey and submitted multiple emails to guest relations and spent numerous hours on-hold. It took 36 days to receive a call from someone from guest relations who was seemingly apologetic. She informed us to get a quote for luggage repair and stated she would need two additional weeks to complete our claim. Three weeks later, we had not heard back from her so we continuously attempted to call until we finally reached her. She informed us NCL would only give us a small on-board credit to be used on another cruise, despite us saying we would never board another NCL cruise again. Inquiring for resolution, I subsequently called NCL's guest services and corporate numbers hundreds of times (literally), often being treated by very rude staff members or waiting on hold for extended periods of time. I left several messages for managers and supervisors who never returned my calls. We are now four months post-cruise without resolution to any of our issues. I continue to send emails and call nearly daily asking for assistance. Sometimes I are told by the operators answering the phone, "we don't have managers or supervisors," and other times we are able to leave voicemails without ever receiving a callback. If you are looking for a cruise and have a 100% guarantee that nothing will go wrong (e.g., family emergency, weather disasters, illness), then NCL may be a consideration. However, if you cannot guarantee this, I strongly encourage you to choose any other cruise line. For your safety, I strongly encourage you to consider any other company. If you pick up the phone and inquire about a new cruise, you will quickly be talking to a representative who is happy to take a deposit for your upcoming vacation. If you ask to be transferred to customer service, guest relations, a manager, or a supervisor, you will quickly learn that NCL profits are far more important than you and four months later, you still won't have any resolution.

Embarkation

2 out of 5
Typical, no better or worse than any other cruise

Ship experiences

Food and Dining

1 out of 5
Terrible dining service for specialty restaurant

Onboard Activities

1 out of 5
There were hardly any on-board activities

Entertainment

1 out of 5

Service and Staff

1 out of 5
State room stewards were amazing. All else were horrible.

Ship Quality

2 out of 5

Cabin / Stateroom

2 out of 5

Ship tip

Don't sail with Norwegian Cruise Lines, especially on the "Pride" of America.

Ports of call

Honolulu, Oahu

2 out of 5

Kahului, Maui

2 out of 5

Hilo, Hawaii

2 out of 5

Kailua-Kona, Hawaii

2 out of 5

Nawiliwili, Kauai

2 out of 5

Cruise Napali Coast, Kauai Did not visit port

left the ship before due to family emergency as discussed below

Disembarkation

1 out of 5
see below
Was this review helpful? 43

9 Comments

MountainMama08    1 year ago

Thanks for sharing So sorry to hear this - hoping that everything got resolved eventually.

66gt350ps    5 years ago

Sorry to hear about your sutuation. We always purchase travel insurance for these situations. We have done the Pride six times. Any incident from illness or injury/illness as well as problems with bathroom equipment all handled well. My wife has been through the onboard clinic two times and my brother once for different emergencies. Each handled well but do not expect your personal or travel medical insurance for reimbursement without a hassle. I have had damaged luggage wheels from airlines without any recourse. No telling how well luggage was made or handled.

willwork4cruz    5 years ago

Sorry about your family member. We had a similar situation when on the Pride years ago. My teenage kids were in an accident and my son broke his neck. Our family had no trouble reaching us and Guest Relations were very helpful putting us in contact with airlines to arrange a flight home. I didn't expect them to take us to the airport though, not would I be upset that some staff were off duty. Sometimes when we are stressed we are impatient with others and it only makes matters worse.

yailuv2cruise    5 years ago

So very sorry for your experience and truly hope your family member is doing better and on the mend. We sailed on the POA in January because they are the only ship that sails from Hawaii. While on the ship my sone got violently sick. Two trips to the ship doctor they insisted it was norovirus and kept him quarantined...only him not anyone else in the cabin despite how contagious it is. Upon arrival in Kauai they sent us to the hospital where my son was diagnosed with E. coli. Guest services, the doctors staff and everyone else on board and on land were terrible to deal with. I too asked for help getting our stuff off the ship and received nothing. My son spent 6 days in the hospital and was one blood test away from having his colon removed. The surgeon was appalled that given his symptoms the doctor did not do further testing and/or send him to the hospital in Kona. We are seasoned cruisers and have never experienced such a lack of compassion on any other line. We too will never sail NCL again. Wishing you all the best!

CruzeFan    5 years ago

Sorry you had a bad experience. The Pride of America is the only option for a Roundtrip Cruise within Hawaii on a major cruise line without visiting a foreign port.

gX662Du7TAkPJHs8mHFqfUf7q    5 years ago

Sorry you had such a awful experience, I guess maybe it’s hard to deal with just one family issues opposed to a few thousands other guest idk. Hopefully in the near future guest relations can step it up and focus their attention to the one family that is going though trauma while on vacation & on a ship in the middle of an ocean with absolutely no communication with the outside world. 🤷‍♀️ I truly hope your family member is doing well. Don’t give up on cruising because of this horrific expensive there are plenty of other Cruise lines that would be happy to have you on board. ♥️

cgriffis3150    5 years ago

I have three questions... 1. If you were willing to pay the very high price of using your cell phone why didn't you just purchase an internet plan and be done with it? 2. Why didn't you use the phone in your cabin and make a ship to shore call? 3.what was your expectation that they didn't meet?

DerekMire    5 years ago

Then don't cruise

bobduck1993    5 years ago

How is your family member doing by ,now I do hope better!

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