Dream, Wind, Dawn, Pearl and Pride

by David Underwood
(Sequim, WA)

As a cruise agent of close to 20 years I have sailed on many NCL ships, many other cruise lines as well. Was on an NCL cruise and having lunch with Colin Veitch when he told me about the implementation of Freestyle Cruising. We discussed the challenges as well as the positive and negative of being the first to try this new idea in dining.

Personally, I don't like it. Mostly due to the added cost of opting to dine without the 1 hour or longer wait. The fee is minimal but seldom worth it, mostly I find it tacky as if NCL feels a need to nickle and dime its guests. But what is worse is when you express any discontent with the service staff or crew, you are met with a very defensive and at times aggressive attitude... which is obviously due to the staff being tired of hearing complaints. Example: On one sailing I had someone at the pursers desk out and out lie to me, I knew it and he knew it. I asked for the hotel manager and he refused. So I found her myself and we sat down to discuss it. She was very defensive which puzzled me. When I finally asked if she would like the name of the person who lied to me and was rude to me, she said "no". I informed her that this kind of an attitude would prevent me from ever sailing with NCL again or putting any of my clients on their ships... her reply "you have the right to do what you want". Yup... I know how long I'd be in business if I responded that way to my clients.

We all know that everyone has their personal views on ship decor, layout, room size, wait and service staff, itineraries, etc. etc. For myself, the most important aspect of a cruise line is the corporate office. Whether you are buying a new car, boat, plane, insurance or taking a cruise... the product is only as good as the company behind it and NCL is one of the worst in this respect.

From the attitude of the crew to those in Guest Relations is greatly lacking in customer service. NCL repeatedly has shown they do not care if they lose a customer, they seem to have little value on customer service. I personally have had to talk long and hard to keep a client (he's a lawyer) from filing a law suit against NCL. I have lost friends who have chosen to sail on NCL after I cautioned them, and I personally have had very bad experiences on each of my sailings with NCL. So much so that I won't take a cruise if they give it to me free... it's not worth the frustration.

Just this week NCL Guest Relations sent a form letter (which took them 3 months to reply to our initial filing) refusing to issue a partial credit or extend credit for a future cruise to a client of mine who's mother died the day before her Hawaiian cruise. NCL coldly responded, "this is why we sell insurance". Actually, they sell insurance because overall it is profitable.

Their refusal to even entertain a resolution to my clients situation again proves they just don't care if you come back or not. There is no question about it, I am not alone in feeling that NCL has come a long ways since Colin took over, but still has a very long ways to go!