GetHuman: gethuman-denise - can you tell our other Norwegian Cruise Line customers when your case took place?
gethuman-denise: Yeah. It was late at night, on November 19th.
GetHuman: Did you reach out to Norwegian Cruise Line, and if so, how?
GetHuman: And which of these common Norwegian Cruise Line customer issues best describes the reason you wanted to talk to them?
(Shows gethuman-denise a list of common Norwegian Cruise Line problems)
gethuman-denise: "Change booking" was why I was trying to call.
GetHuman: So how would you sum up your experience for GetHuman's Norwegian Cruise Line customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
gethuman-denise: This is about the **th time I have complained.**I was on the Pearl to Alaska, July **th to Aug *. It was a nightmare. First my son and I checked in and went to get on the boat and were turned away back to check in. The first guy Matthew did not take our picture did not check us in correctly. My son and I were treated like criminals, we had to go back to the check in desk and I spoke to the manager there, we were told that Mathew did not check us in correctly. I also told Matthew I wanted to pay cash for things on the ship, but he insisted I need a Credit card, which later I found out from calling Norwegian that wasn’t true. I tried to pay cash while on the ship and was refused, so who knows ?**Once in the room ****, there were stains on the floor, food left in the refrigerator(a sandwich in a zip lock bag) and safe was broken and we had a double bed not two twins and we didn’t get our luggage. I called the front desk ask to speak to a manager, got transferred around, told several people about the problems finally got a guy named Kevin(I believe). He said he was the manager. I told him about the problems, told him I had been traveling all day and I had to eat because of health problems. I told him I was going to faint, he said “you are not going to faint, and if you do call ***”. I explained several times, I could not leave the room without my stuff in the safe and he told me it might take * hours for that to be done, and * hours to get the bed fixed. I called the main number to NCL and explained the whole thing to some lady that wouldn’t transfer me to a manager, she said she could not help me to call the main desk on the cruise which I had already done. I called the main desk back, could not understand most of the people because they hardly spoke English. I asked for a manager to come to my room at this point to see the problems, several times in the conversation, they refused to come down. Then I had a knock on the door, a big guy, stating that he was the manager of the deck?, then he said manager of customer relations, then he said of housecleaning. So I don’t know what he was in charge of, he left and the safe guy came and the room service finally fixed the bed. I have pictures of the dirty sheets and sandwich, also the stains everywhere on the carpet. I had asked to be moved to a different room, I was refused. Later that night my son picked up the remote for the TV and it was covered in blood. Yes, Blood. I have the pictures and I also work in the medical field. That is a major health concern.**We were supposed to have the beverage package for free. Everywhere we went, we got the third degree about why we needed two sodas. If my son was sitting and I went to get the sodas, I got a hard time. One staff member told my son that he was going to give one of his soda away to someone besides me. What ****. My card was scanned sometimes and sometimes not. We also learned that we should have gotten a refillable cup, which we never received or a note about getting one. My son was offered drinks(he is a minor), meanwhile I asked for two beers, just so I would not have to stand in line while bingo was going on, and was told I was not going to drink two beers. What the heck??? Staff was rude.**On the day we arrived in Alaska, Juneau. We had an off shore exclusion planned, no one said anything about it being cancelled. So we stood outside waiting in the rain, then had to ask and then we were told. Shouldn’t the ship inform you if your off shore exclusion is cancelled? Then we were walking back to our room and my son was in the lead. As we are walking up, we see one big guy in a dark blue*black jacket with security on the back of it, standing at our door. My son said to him this was our room and the guy stood in front of the door, calling in to the two big guys inside, that we were there and they both came out. I asked what were you doing in our room. Didn’t get a reason, but one was the same guy that came into our room the first night. If this was a cleaning check or something, Why would it take * big guys in security jackets and one standing guard at the door? I felt violated at this point, once again I called guest relations, got nowhere. I honestly felt raped and unsafe the whole trip. **I called several times to guest relations, each time asking to speak to a manager, never getting one. Couldn’t understand the staff most of the time. Finally got a voice message, offering a free meal. I called back again and was told I could not talk to the manager and I told customer relations that a free meal was not going to take care of this and not to call me if they were going to offer something like that. Finally the manager called, over and over again. At this point I was exhausted and really was sick of the ******** .
GetHuman: Let's quantify your experience contacting Norwegian Cruise Line. On a scale of 1 to 5, how easy is it go get help on a Norwegian Cruise Line problem?
gethuman-denise: I'd give them a four out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
gethuman-denise: I'd give them a one out of five on communication.
GetHuman: And what about Norwegian Cruise Line's ability to quickly and effectively address your problem?
gethuman-denise: For that I would say five out of five.
GetHuman: And finally- any advice for other Norwegian Cruise Line customers?
gethuman-denise: Call them early in the day or late. Don't forget any personal or account information you might need for Norwegian Cruise Line to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from gethuman-denise taken from his Norwegian Cruise Line customer service problem that occurred on November 19th, 2017.