Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Dear Mr [redacted] :Thank you for the opportunity to respond to your client's request.We have implemented a pricing structure where, within days prior to sailing, we may offer a reduced rate on select categoriesThe purpose of this is to assist in filling the ships but this is a bare bones rate, meaning there are no value addsThese reduced rates are for new bookings and are not combinable with any packages.Unfortunately, this reservation was booked days prior to sailing so the mentioned promotion does not apply.We would like to mention that under the Terms & Conditions on our website It states "Offer must be booked greater than days, Only Norwegian Breakaway, Norwegian Escape, and Norwegian Getaway can be booked days or less from the sailing We are sorry that your client was unable to obtain this promotion and hope they will enjoy their cruise onboard the Norwegian Dawn.Sincerely,Jean [redacted] G***Resolution DeskPassenger ServicesCase: [redacted] Jean De La G***Executive Office / Resolution Specialist
Initial Business Response / [redacted] (1000, 11, 2014/06/13) */ Mr [redacted] NV [redacted] RE: [redacted] Voyage of 04/06/ Dear Mr [redacted] : Thank you for your patience as we were reviewing your concerns about your recent cruise onboard the [redacted] After delivering cruises for over years, our goal remains the same: to offer a superior cruise experience to our guestsWe are truly sorry to learn that we fell short of your expectations in some areas, and apologize for any disappointment you experienced Your disappointment as your breakfast was not delivered in bed as indicated in the program, were read with great concernWe can understand how such situation could have had a negative impact on your enjoyment, and appreciate that you brought your concerns in that regard to our Guest Service desk's attentionA review of our voyage report shows that your breakfast order was not placed at the door before 4:am as it is indicated on the order card, which is the latest time that all requests for breakfast delivery are collectedWe are very sorry for the inconvenience created by this situation Further, we are as disappointment as you are to learn that the flowers delivered were not a total of 12, as promisedBut, we assure you that if this issue was reported every effort would have been made to replace the missing flowersAgain, we recognize the disappointment this may have caused and sincerely apologize to you and Mrs [redacted] for this shortfall We also noted your dissatisfaction as your pre-arranged seats were not available at the Cirque Dream & Dinner Jungle showLet us assure you that the situation that you described is of an extremely rare occurrence and not at all indicative of the way we operate the reservation processPlease accept our sincere apology as your reservation was not honored on the first day and as the upgrade seating was not readily available when you returnedTo avoid further occurrences such as the one you experienced, a copy of your correspondence was shared with our shore-side Entertainment Department for their review with the team onboard Further, your observations of the pool crowded with children were also duly notedThis type of vacation has become popular for families with small children, especially during summer, spring break and holidaysWe expect all guests to watch that their children behave with courtesy, and follow the rules at all timesUnfortunately, some guests may not be as considerate of their fellow passengers as we would hopeWhen we become aware of the existence of problems, our staff members take extra steps, as much as possible to keep the youngsters from disrupting or interfering with the cruise vacation of our other guestsAll crew members receive instructions on how to handle specific situations they might observeWe alerted our Hotel Director of this situation so he may see that these rules are reinforced more consistentlyPlease accept our sincere apology for the discomfort caused to you by this situation The dining experience on board should be one of our passengers' most favorable impressions of our line; therefore, we are very sorry to learn of your dissatisfaction with the quality of the food served at the Garden CafeLet us assure you that all of our Chefs work diligently in selecting the freshest ingredients, designing menus for all tastes, and taking care of every detail to bring out nothing but the best cuisine to our guests' tableWe have taken the liberty of sharing your comments in that regard with our Executive Chef onboard so he may be aware of your impressions and for corrective actions, as necessary Mr [redacted] , thank you for giving us this opportunity to review your concernsIt is never our desire for our guests to be disappointed or inconvenienced in any way, and we regret that your cruise experience did not fully meet your expectations this timeRegretfully, we are unable to honor your request of a refund of your Ultimate Romance Package as all of amenities were extended in the exception of the delivery of breakfast on your first dayWe however hope that aside from the points raised, you found other aspects of your voyage enjoyable and trust you will reconsider Norwegian Cruise Line for your next vacation Your patronage is important to us and as a gesture of goodwill, we have arranged for an Onboard Credit Certificate in the amount of $for your enjoymentThe original certificate will be mailed under separate cover to the above address within the next two business days It would be our pleasure to welcome you back onboard any one of our vessels soon Sincerely, [redacted] Coordinator, Guest Relations
Dear Mrs. [redacted] :Thank you for choosing the Norwegian Dawn for your vacation at sea.As Norwegian Cruise Line aims to continuously enhance its valued passengers' experience in their stateroom, it is disappointing to us to learn of the problem that you experienced... during your voyage. We understand how such a situation could have a negative impact on an otherwise enjoyable cruise vacation. Please be assured that we make every effort to maintain a high standard of excellence and to ensure that all of our valued guests' accommodations are kept comfortable for their enjoyment from beginning to end. We sincerely apologize for any discomfort this situation caused you and Mr. [redacted] . The maintenance of any passenger liner is an ongoing project that required some work to be carried out while the vessel is at sea. We endeavor to conduct the majority of this work while the ship is in port and our guests are ashore. Please be assured it is never our intent that this undertaking be a detriment to our guests' relaxation and enjoyment. We sincerely regret any inconvenience you may have experienced.A copy of your correspondence was shared with our shore-side Fleet Operations Department for their immediate review with the team onboard. You can be certain that they have worked very closely together to ensure that such situation is not repeated in the future.The effectiveness and dedication of our staff members to our customer's needs play a vital role to the continued success of our organization. Therefore, our guests' concerns, however large or small, should be dealt with in the most efficient manner. Please accept our sincere apology for the lack of enthusiasm and professionalism demonstrated by the staff during this time of discomfort. As we take comments concerning the attitude of our staff very seriously, we assure you that a copy of your correspondence has been passed to the Master of the Norwegian Dawn for internal review. We appreciate your feedback in that regard and are sorry for the disappointment caused to you. It is never our desire for our guests to be disappointed or inconvenienced in any way, and we regret that your cruise experience did not fully meet your expectations this time. Your patronage is very important to us and as a gesture of goodwill, we have arranged for cruise credits, valid towards the cruise fare only on one future voyage. To use your cruise credits, please contact your travel professional or our reservations department at [redacted] , and refer to your identification numbers at the time of booking. The numbers and amounts are as follows: [redacted] - ID# [redacted] and John [redacted] - ID# [redacted] in the amount of $270.00 per person.Please note cruise credits are valid for sailings within 12 months from the date of this letter, are non-transferable, and have no cash value. They cannot be applied to government taxes and fees, airfare, insurance, hotel packages, and other add-ons. They are not combinable with other cruise credits or fare reduction coupons. Commission is based on the discounted fare.Thank you for the time you took to write to us. We hope that aside from this situation, you found other aspects of your cruise enjoyable and trust this situation will not deter you from accepting our invitation to sail again with us. It would be our pleasure to welcome you back onboard any one of our vessels very soon.Sincerely, Harold R [redacted] Coordinator Guest Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: while it is true that I have heard from the tour operator, nothing has been resolved as of yet Also, my complaint about the customer service of Norwegian Cruise Lines still stands They only made this response because I went through a 3rd party (Revdex.com) to get any assistance Sincerely, [redacted]
*** *** ***
*** *** ***
* ***
*** *** ***
*** ** *** RE: *** ** ***
sans-serif;"> Voyage of 10/11/ Your Client(s): *** *** *** *** *** Company ID: *** Complaint ID: *** Dear Ms***: Thank you for your recent email on behalf of your clientOur Claims department has advised us that they heard from the tour operator on December 15, 2014. They advised that they would be contacting your clients shortlyWe appreciate the opportunity to respondSincerely, *** ** *** Team Lead Guest Relations
Re: *** ** *** *** of 7/4/ Your Client(s): *** *** Complaint ID: *** Dear Mr***: Thank you for your recent email on behalf of your client. Below is a copy of the
response which was sent to Ms***, a family member of Mrs*** addressing their concerns. Thank you for taking the time to contact us regarding your recent cruise onboard the *** ** *** After delivering cruises for over years, our goal remains the same: to offer a fantastic cruise experience to all our guests from beginning to endWe are truly sorry to learn about the incident that occurred during your participation in the *** *** *** *** *** and offer our sincerest apologies We truly regret to learn of the loss of your personal items during your post- cruise tour and can understand the inconvenience caused to you by this situationPlease be certain that this type of incident is of an extremely rare occurrence, and is taken very seriouslyThis is an excursion that many of our guests have enjoyed with much success and positive feedbackThe well-being and safety of our passengers are of an utmost importance to us, and as soon as we were aware of this situation, we alerted the Tour Operator as well as local law enforcement who are investigating While we regret this incident, please also note that our Shore Excursion ticket contract clearly indicates that: “All Guests hereby release Norwegian Cruise Line, its agents and vessels, from any and all liability associated with independent shore excursion(s).” Additionally, the Passenger Ticket Contract also disclaims any responsibility for loss of valuable itemsWe strongly recommend that such items be kept in your personal care at all times Regretfully, we are unable to offer any type of compensation in this regardIf you purchased travel protection you may file a claim with your insurer or if you have other insurance coverage that may assist with reimbursement of this loss Thank you for giving us this opportunity to respond to your concernsWe trust that this incident will not overshadow the positive aspects of your overall cruise and that over time you will understand our Company’s position in this matter ...... We appreciate the opportunity to respondSincerely, Tara R*** Team Lead Guest Relations
From: NCL US Guest Relations *** Sent: Wednesday, February 25, 6:AMTo: ***
***Subject: Norwegian Getaway Voyage of 5/23/
Mr*** *** Revdex.com
*** *** *** ***
*** *** ***
Re:Norwegian Getaway Voyage of 5/23/Your Client: *** *** Complaint ID-***
DearMr***: Thank you for your recent inquiry on behalf of your clientWe are sorry to learn that your client continues to receive unsolicited emails from us.We have sent an email to our Marketing department to remove your clients email from our data baseWe appreciate the opportunity to respond
Sincerely,
*** ***
Team Lead
Guest Relations
Case:***
Dear Ms. [redacted]: Thank you for your recent letter on behalf of your clients. We are sorry to learn of the problems...
that your clients has encountered with her reservation. We have reviewed your clients reservations and would like to mention to qualify for an [redacted] promotion at least one guest in each stateroom would need to be a member. We do apologize that the appropriate follow-up was not done by the Supervisor. Please be assured that this is not the typical service that is provided to our valued guests. We are reaching out to Mrs. [redacted] to acknowledge her concerns and see if we are able to provide her with a resolution. We appreciate the opportunity to respond. Sincerely,
Initial Business Response /* (1000, 11, 2014/06/13) */
Mr. [redacted]
[redacted]
[redacted] NV [redacted]
RE: [redacted]
Voyage of 04/06/14
Dear Mr. [redacted]:
Thank you for your patience as we were reviewing your concerns about your recent cruise...
onboard the [redacted].
After delivering cruises for over 45 years, our goal remains the same: to offer a superior cruise experience to our guests. We are truly sorry to learn that we fell short of your expectations in some areas, and apologize for any disappointment you experienced.
Your disappointment as your breakfast was not delivered in bed as indicated in the program, were read with great concern. We can understand how such situation could have had a negative impact on your enjoyment, and appreciate that you brought your concerns in that regard to our Guest Service desk's attention. A review of our voyage report shows that your breakfast order was not placed at the door before 4:00 am as it is indicated on the order card, which is the latest time that all requests for breakfast delivery are collected. We are very sorry for the inconvenience created by this situation.
Further, we are as disappointment as you are to learn that the flowers delivered were not a total of 12, as promised. But, we assure you that if this issue was reported every effort would have been made to replace the missing flowers. Again, we recognize the disappointment this may have caused and sincerely apologize to you and Mrs. [redacted] for this shortfall.
We also noted your dissatisfaction as your pre-arranged seats were not available at the Cirque Dream & Dinner Jungle show. Let us assure you that the situation that you described is of an extremely rare occurrence and not at all indicative of the way we operate the reservation process. Please accept our sincere apology as your reservation was not honored on the first day and as the upgrade seating was not readily available when you returned. To avoid further occurrences such as the one you experienced, a copy of your correspondence was shared with our shore-side Entertainment Department for their review with the team onboard.
Further, your observations of the pool crowded with children were also duly noted. This type of vacation has become popular for families with small children, especially during summer, spring break and holidays. We expect all guests to watch that their children behave with courtesy, and follow the rules at all times. Unfortunately, some guests may not be as considerate of their fellow passengers as we would hope. When we become aware of the existence of problems, our staff members take extra steps, as much as possible to keep the youngsters from disrupting or interfering with the cruise vacation of our other guests. All crew members receive instructions on how to handle specific situations they might observe. We alerted our Hotel Director of this situation so he may see that these rules are reinforced more consistently. Please accept our sincere apology for the discomfort caused to you by this situation.
The dining experience on board should be one of our passengers' most favorable impressions of our line; therefore, we are very sorry to learn of your dissatisfaction with the quality of the food served at the Garden Cafe. Let us assure you that all of our Chefs work diligently in selecting the freshest ingredients, designing menus for all tastes, and taking care of every detail to bring out nothing but the best cuisine to our guests' table. We have taken the liberty of sharing your comments in that regard with our Executive Chef onboard so he may be aware of your impressions and for corrective actions, as necessary.
Mr. [redacted], thank you for giving us this opportunity to review your concerns. It is never our desire for our guests to be disappointed or inconvenienced in any way, and we regret that your cruise experience did not fully meet your expectations this time. Regretfully, we are unable to honor your request of a refund of your Ultimate Romance Package as all of amenities were extended in the exception of the delivery of breakfast on your first day. We however hope that aside from the points raised, you found other aspects of your voyage enjoyable and trust you will reconsider Norwegian Cruise Line for your next vacation.
Your patronage is important to us and as a gesture of goodwill, we have arranged for an Onboard Credit Certificate in the amount of $150.00 for your enjoyment. The original certificate will be mailed under separate cover to the above address within the next two business days.
It would be our pleasure to welcome you back onboard any one of our vessels soon.
Sincerely,
[redacted]
Coordinator, Guest Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Mr. [redacted]:Thank you for the opportunity to respond to your client's request.We have implemented a pricing structure where, within 30 days prior to sailing, we may offer a reduced rate on select categories. The purpose of this is to assist in filling the ships but...
this is a bare bones rate, meaning there are no value adds. These reduced rates are for new bookings and are not combinable with any packages.Unfortunately, this reservation was booked 7 days prior to sailing so the mentioned promotion does not apply.We would like to mention that under the Terms & Conditions on our website It states "Offer must be booked greater than 30 days, Only Norwegian Breakaway, Norwegian Escape, and Norwegian Getaway can be booked 30 days or less from the sailing. We are sorry that your client was unable to obtain this promotion and hope they will enjoy their cruise onboard the Norwegian Dawn.Sincerely,Jean [redacted] G[redacted]Resolution DeskPassenger ServicesCase: [redacted]Jean De La G[redacted]Executive Office / Resolution Specialist
Dear Ms. Burns: Thank you for your recent email on behalf of your clients. We are sorry to learn of the problems that your clients encountered with their flight arrangements. We have sent a request to our accounting department to refund $202.93 per person to the...
credit card on file ending in 3814. Your clients should see this credit reflected on their credit card statement within the next one to two billing cycles. We appreciate the opportunity to respond. Sincerely,
Norwegian makes misleading advertisement regarding its sales. It offered "Free at sea" for 11/28/2016 to 12/8/2016 10days round trip from MIA Panama Canal for all the room categories, no exclusion for any of them within its fine prints: file:///C:/Users/JCWang/Documents/HSW/Sale%20doc/Booking%20-%20Stateroom%20Optio...⇄ />
Thought the offering looks too good to be true, so called in on 11/12/2016 before booking this trip (for the lowest Guaranteed Inside stateroom), the rep confirmed me with the offering. After booked the trip, I don't see the "Free at sea" offering. Called in again as booked -> online direct, the rep. and his supervisor (she) were not very nice, insisted that the exclusion of GI is written in the other pages -such as in the general sale offering, during the booking for room selections. When I suggested the supervisor that NCL may consider to have the exclusion for each specific trip offering as the site listed above, her answer was: "we can't change it, we can't do it just you like the way ...." and she hung up while I was still talking. Very bad attitude! I was then curiously went back to the site selected the trip as listed above, select $399, it got the error page:
--------------------------------------------
Looks like our site needed
to take a short vacation.
500 - Internal Server Error
Please check back to ncl.com momentarily or call
1.866.234.7350 to start planning the perfect vacation.
Norwegian Cruise Line
---------------------------------------------
It looks Norwegian may not honer its promised offerings with very misleading advertisement and some of its rep, supervisor are NOT professional at all: rude, not patient enough to listen. We have been cruising 6 times previously mostly with Princess. Wonder if we can trust Norwegian's Ad. anymore in the future.
Complaint: [redacted]
I am rejecting this response because: while it is true that I have heard from the tour operator, nothing has been resolved as of yet. Also, my complaint about the customer service of Norwegian Cruise Lines still stands. They only made this response because I went through a 3rd party (Revdex.com) to get any assistance.
Sincerely,
[redacted]
Dear Mrs. [redacted]:Thank you for choosing the Norwegian Dawn for your vacation at sea.As Norwegian Cruise Line aims to continuously enhance its valued passengers' experience in their stateroom, it is disappointing to us to learn of the problem that you experienced...
during your voyage. We understand how such a situation could have a negative impact on an otherwise enjoyable cruise vacation. Please be assured that we make every effort to maintain a high standard of excellence and to ensure that all of our valued guests' accommodations are kept comfortable for their enjoyment from beginning to end. We sincerely apologize for any discomfort this situation caused you and Mr. [redacted]. The maintenance of any passenger liner is an ongoing project that required some work to be carried out while the vessel is at sea. We endeavor to conduct the majority of this work while the ship is in port and our guests are ashore. Please be assured it is never our intent that this undertaking be a detriment to our guests' relaxation and enjoyment. We sincerely regret any inconvenience you may have experienced.A copy of your correspondence was shared with our shore-side Fleet Operations Department for their immediate review with the team onboard. You can be certain that they have worked very closely together to ensure that such situation is not repeated in the future.The effectiveness and dedication of our staff members to our customer's needs play a vital role to the continued success of our organization. Therefore, our guests' concerns, however large or small, should be dealt with in the most efficient manner. Please accept our sincere apology for the lack of enthusiasm and professionalism demonstrated by the staff during this time of discomfort. As we take comments concerning the attitude of our staff very seriously, we assure you that a copy of your correspondence has been passed to the Master of the Norwegian Dawn for internal review. We appreciate your feedback in that regard and are sorry for the disappointment caused to you. It is never our desire for our guests to be disappointed or inconvenienced in any way, and we regret that your cruise experience did not fully meet your expectations this time. Your patronage is very important to us and as a gesture of goodwill, we have arranged for cruise credits, valid towards the cruise fare only on one future voyage. To use your cruise credits, please contact your travel professional or our reservations department at [redacted], and refer to your identification numbers at the time of booking. The numbers and amounts are as follows: [redacted] - ID# [redacted] and John [redacted] - ID# [redacted] in the amount of $270.00 per person.Please note cruise credits are valid for sailings within 12 months from the date of this letter, are non-transferable, and have no cash value. They cannot be applied to government taxes and fees, airfare, insurance, hotel packages, and other add-ons. They are not combinable with other cruise credits or fare reduction coupons. Commission is based on the discounted fare.Thank you for the time you took to write to us. We hope that aside from this situation, you found other aspects of your cruise enjoyable and trust this situation will not deter you from accepting our invitation to sail again with us. It would be our pleasure to welcome you back onboard any one of our vessels very soon.Sincerely, Harold R[redacted] Coordinator Guest Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Dear Mr [redacted] :Thank you for the opportunity to respond to your client's request.We have implemented a pricing structure where, within days prior to sailing, we may offer a reduced rate on select categoriesThe purpose of this is to assist in filling the ships but this is a bare bones rate, meaning there are no value addsThese reduced rates are for new bookings and are not combinable with any packages.Unfortunately, this reservation was booked days prior to sailing so the mentioned promotion does not apply.We would like to mention that under the Terms & Conditions on our website It states "Offer must be booked greater than days, Only Norwegian Breakaway, Norwegian Escape, and Norwegian Getaway can be booked days or less from the sailing We are sorry that your client was unable to obtain this promotion and hope they will enjoy their cruise onboard the Norwegian Dawn.Sincerely,Jean [redacted] G***Resolution DeskPassenger ServicesCase: [redacted] Jean De La G***Executive Office / Resolution Specialist
Initial Business Response / [redacted] (1000, 11, 2014/06/13) */ Mr [redacted] NV [redacted] RE: [redacted] Voyage of 04/06/ Dear Mr [redacted] : Thank you for your patience as we were reviewing your concerns about your recent cruise onboard the [redacted] After delivering cruises for over years, our goal remains the same: to offer a superior cruise experience to our guestsWe are truly sorry to learn that we fell short of your expectations in some areas, and apologize for any disappointment you experienced Your disappointment as your breakfast was not delivered in bed as indicated in the program, were read with great concernWe can understand how such situation could have had a negative impact on your enjoyment, and appreciate that you brought your concerns in that regard to our Guest Service desk's attentionA review of our voyage report shows that your breakfast order was not placed at the door before 4:am as it is indicated on the order card, which is the latest time that all requests for breakfast delivery are collectedWe are very sorry for the inconvenience created by this situation Further, we are as disappointment as you are to learn that the flowers delivered were not a total of 12, as promisedBut, we assure you that if this issue was reported every effort would have been made to replace the missing flowersAgain, we recognize the disappointment this may have caused and sincerely apologize to you and Mrs [redacted] for this shortfall We also noted your dissatisfaction as your pre-arranged seats were not available at the Cirque Dream & Dinner Jungle showLet us assure you that the situation that you described is of an extremely rare occurrence and not at all indicative of the way we operate the reservation processPlease accept our sincere apology as your reservation was not honored on the first day and as the upgrade seating was not readily available when you returnedTo avoid further occurrences such as the one you experienced, a copy of your correspondence was shared with our shore-side Entertainment Department for their review with the team onboard Further, your observations of the pool crowded with children were also duly notedThis type of vacation has become popular for families with small children, especially during summer, spring break and holidaysWe expect all guests to watch that their children behave with courtesy, and follow the rules at all timesUnfortunately, some guests may not be as considerate of their fellow passengers as we would hopeWhen we become aware of the existence of problems, our staff members take extra steps, as much as possible to keep the youngsters from disrupting or interfering with the cruise vacation of our other guestsAll crew members receive instructions on how to handle specific situations they might observeWe alerted our Hotel Director of this situation so he may see that these rules are reinforced more consistentlyPlease accept our sincere apology for the discomfort caused to you by this situation The dining experience on board should be one of our passengers' most favorable impressions of our line; therefore, we are very sorry to learn of your dissatisfaction with the quality of the food served at the Garden CafeLet us assure you that all of our Chefs work diligently in selecting the freshest ingredients, designing menus for all tastes, and taking care of every detail to bring out nothing but the best cuisine to our guests' tableWe have taken the liberty of sharing your comments in that regard with our Executive Chef onboard so he may be aware of your impressions and for corrective actions, as necessary Mr [redacted] , thank you for giving us this opportunity to review your concernsIt is never our desire for our guests to be disappointed or inconvenienced in any way, and we regret that your cruise experience did not fully meet your expectations this timeRegretfully, we are unable to honor your request of a refund of your Ultimate Romance Package as all of amenities were extended in the exception of the delivery of breakfast on your first dayWe however hope that aside from the points raised, you found other aspects of your voyage enjoyable and trust you will reconsider Norwegian Cruise Line for your next vacation Your patronage is important to us and as a gesture of goodwill, we have arranged for an Onboard Credit Certificate in the amount of $for your enjoymentThe original certificate will be mailed under separate cover to the above address within the next two business days It would be our pleasure to welcome you back onboard any one of our vessels soon Sincerely, [redacted] Coordinator, Guest Relations
Dear Mrs. [redacted] :Thank you for choosing the Norwegian Dawn for your vacation at sea.As Norwegian Cruise Line aims to continuously enhance its valued passengers' experience in their stateroom, it is disappointing to us to learn of the problem that you experienced... during your voyage. We understand how such a situation could have a negative impact on an otherwise enjoyable cruise vacation. Please be assured that we make every effort to maintain a high standard of excellence and to ensure that all of our valued guests' accommodations are kept comfortable for their enjoyment from beginning to end. We sincerely apologize for any discomfort this situation caused you and Mr. [redacted] . The maintenance of any passenger liner is an ongoing project that required some work to be carried out while the vessel is at sea. We endeavor to conduct the majority of this work while the ship is in port and our guests are ashore. Please be assured it is never our intent that this undertaking be a detriment to our guests' relaxation and enjoyment. We sincerely regret any inconvenience you may have experienced.A copy of your correspondence was shared with our shore-side Fleet Operations Department for their immediate review with the team onboard. You can be certain that they have worked very closely together to ensure that such situation is not repeated in the future.The effectiveness and dedication of our staff members to our customer's needs play a vital role to the continued success of our organization. Therefore, our guests' concerns, however large or small, should be dealt with in the most efficient manner. Please accept our sincere apology for the lack of enthusiasm and professionalism demonstrated by the staff during this time of discomfort. As we take comments concerning the attitude of our staff very seriously, we assure you that a copy of your correspondence has been passed to the Master of the Norwegian Dawn for internal review. We appreciate your feedback in that regard and are sorry for the disappointment caused to you. It is never our desire for our guests to be disappointed or inconvenienced in any way, and we regret that your cruise experience did not fully meet your expectations this time. Your patronage is very important to us and as a gesture of goodwill, we have arranged for cruise credits, valid towards the cruise fare only on one future voyage. To use your cruise credits, please contact your travel professional or our reservations department at [redacted] , and refer to your identification numbers at the time of booking. The numbers and amounts are as follows: [redacted] - ID# [redacted] and John [redacted] - ID# [redacted] in the amount of $270.00 per person.Please note cruise credits are valid for sailings within 12 months from the date of this letter, are non-transferable, and have no cash value. They cannot be applied to government taxes and fees, airfare, insurance, hotel packages, and other add-ons. They are not combinable with other cruise credits or fare reduction coupons. Commission is based on the discounted fare.Thank you for the time you took to write to us. We hope that aside from this situation, you found other aspects of your cruise enjoyable and trust this situation will not deter you from accepting our invitation to sail again with us. It would be our pleasure to welcome you back onboard any one of our vessels very soon.Sincerely, Harold R [redacted] Coordinator Guest Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: while it is true that I have heard from the tour operator, nothing has been resolved as of yet Also, my complaint about the customer service of Norwegian Cruise Lines still stands They only made this response because I went through a 3rd party (Revdex.com) to get any assistance Sincerely, [redacted]
*** *** ***
*** *** ***
* ***
*** *** ***
*** ** *** RE: *** ** ***
sans-serif;"> Voyage of 10/11/ Your Client(s): *** *** *** *** *** Company ID: *** Complaint ID: *** Dear Ms***: Thank you for your recent email on behalf of your clientOur Claims department has advised us that they heard from the tour operator on December 15, 2014. They advised that they would be contacting your clients shortlyWe appreciate the opportunity to respondSincerely, *** ** *** Team Lead Guest Relations
Re: *** ** *** *** of 7/4/ Your Client(s): *** *** Complaint ID: *** Dear Mr***: Thank you for your recent email on behalf of your client. Below is a copy of the
response which was sent to Ms***, a family member of Mrs*** addressing their concerns. Thank you for taking the time to contact us regarding your recent cruise onboard the *** ** *** After delivering cruises for over years, our goal remains the same: to offer a fantastic cruise experience to all our guests from beginning to endWe are truly sorry to learn about the incident that occurred during your participation in the *** *** *** *** *** and offer our sincerest apologies We truly regret to learn of the loss of your personal items during your post- cruise tour and can understand the inconvenience caused to you by this situationPlease be certain that this type of incident is of an extremely rare occurrence, and is taken very seriouslyThis is an excursion that many of our guests have enjoyed with much success and positive feedbackThe well-being and safety of our passengers are of an utmost importance to us, and as soon as we were aware of this situation, we alerted the Tour Operator as well as local law enforcement who are investigating While we regret this incident, please also note that our Shore Excursion ticket contract clearly indicates that: “All Guests hereby release Norwegian Cruise Line, its agents and vessels, from any and all liability associated with independent shore excursion(s).” Additionally, the Passenger Ticket Contract also disclaims any responsibility for loss of valuable itemsWe strongly recommend that such items be kept in your personal care at all times Regretfully, we are unable to offer any type of compensation in this regardIf you purchased travel protection you may file a claim with your insurer or if you have other insurance coverage that may assist with reimbursement of this loss Thank you for giving us this opportunity to respond to your concernsWe trust that this incident will not overshadow the positive aspects of your overall cruise and that over time you will understand our Company’s position in this matter ...... We appreciate the opportunity to respondSincerely, Tara R*** Team Lead Guest Relations
From: NCL US Guest Relations *** Sent: Wednesday, February 25, 6:AMTo: ***
***Subject: Norwegian Getaway Voyage of 5/23/
Mr*** *** Revdex.com
*** *** *** ***
*** *** ***
Re:Norwegian Getaway Voyage of 5/23/Your Client: *** *** Complaint ID-***
DearMr***: Thank you for your recent inquiry on behalf of your clientWe are sorry to learn that your client continues to receive unsolicited emails from us.We have sent an email to our Marketing department to remove your clients email from our data baseWe appreciate the opportunity to respond
Sincerely,
*** ***
Team Lead
Guest Relations
Case:***
Dear Ms. [redacted]: Thank you for your recent letter on behalf of your clients. We are sorry to learn of the problems...
that your clients has encountered with her reservation. We have reviewed your clients reservations and would like to mention to qualify for an [redacted] promotion at least one guest in each stateroom would need to be a member. We do apologize that the appropriate follow-up was not done by the Supervisor. Please be assured that this is not the typical service that is provided to our valued guests. We are reaching out to Mrs. [redacted] to acknowledge her concerns and see if we are able to provide her with a resolution. We appreciate the opportunity to respond. Sincerely,
Initial Business Response /* (1000, 11, 2014/06/13) */
Mr. [redacted]
[redacted]
[redacted] NV [redacted]
RE: [redacted]
Voyage of 04/06/14
Dear Mr. [redacted]:
Thank you for your patience as we were reviewing your concerns about your recent cruise...
onboard the [redacted].
After delivering cruises for over 45 years, our goal remains the same: to offer a superior cruise experience to our guests. We are truly sorry to learn that we fell short of your expectations in some areas, and apologize for any disappointment you experienced.
Your disappointment as your breakfast was not delivered in bed as indicated in the program, were read with great concern. We can understand how such situation could have had a negative impact on your enjoyment, and appreciate that you brought your concerns in that regard to our Guest Service desk's attention. A review of our voyage report shows that your breakfast order was not placed at the door before 4:00 am as it is indicated on the order card, which is the latest time that all requests for breakfast delivery are collected. We are very sorry for the inconvenience created by this situation.
Further, we are as disappointment as you are to learn that the flowers delivered were not a total of 12, as promised. But, we assure you that if this issue was reported every effort would have been made to replace the missing flowers. Again, we recognize the disappointment this may have caused and sincerely apologize to you and Mrs. [redacted] for this shortfall.
We also noted your dissatisfaction as your pre-arranged seats were not available at the Cirque Dream & Dinner Jungle show. Let us assure you that the situation that you described is of an extremely rare occurrence and not at all indicative of the way we operate the reservation process. Please accept our sincere apology as your reservation was not honored on the first day and as the upgrade seating was not readily available when you returned. To avoid further occurrences such as the one you experienced, a copy of your correspondence was shared with our shore-side Entertainment Department for their review with the team onboard.
Further, your observations of the pool crowded with children were also duly noted. This type of vacation has become popular for families with small children, especially during summer, spring break and holidays. We expect all guests to watch that their children behave with courtesy, and follow the rules at all times. Unfortunately, some guests may not be as considerate of their fellow passengers as we would hope. When we become aware of the existence of problems, our staff members take extra steps, as much as possible to keep the youngsters from disrupting or interfering with the cruise vacation of our other guests. All crew members receive instructions on how to handle specific situations they might observe. We alerted our Hotel Director of this situation so he may see that these rules are reinforced more consistently. Please accept our sincere apology for the discomfort caused to you by this situation.
The dining experience on board should be one of our passengers' most favorable impressions of our line; therefore, we are very sorry to learn of your dissatisfaction with the quality of the food served at the Garden Cafe. Let us assure you that all of our Chefs work diligently in selecting the freshest ingredients, designing menus for all tastes, and taking care of every detail to bring out nothing but the best cuisine to our guests' table. We have taken the liberty of sharing your comments in that regard with our Executive Chef onboard so he may be aware of your impressions and for corrective actions, as necessary.
Mr. [redacted], thank you for giving us this opportunity to review your concerns. It is never our desire for our guests to be disappointed or inconvenienced in any way, and we regret that your cruise experience did not fully meet your expectations this time. Regretfully, we are unable to honor your request of a refund of your Ultimate Romance Package as all of amenities were extended in the exception of the delivery of breakfast on your first day. We however hope that aside from the points raised, you found other aspects of your voyage enjoyable and trust you will reconsider Norwegian Cruise Line for your next vacation.
Your patronage is important to us and as a gesture of goodwill, we have arranged for an Onboard Credit Certificate in the amount of $150.00 for your enjoyment. The original certificate will be mailed under separate cover to the above address within the next two business days.
It would be our pleasure to welcome you back onboard any one of our vessels soon.
Sincerely,
[redacted]
Coordinator, Guest Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Mr. [redacted]:Thank you for the opportunity to respond to your client's request.We have implemented a pricing structure where, within 30 days prior to sailing, we may offer a reduced rate on select categories. The purpose of this is to assist in filling the ships but...
this is a bare bones rate, meaning there are no value adds. These reduced rates are for new bookings and are not combinable with any packages.Unfortunately, this reservation was booked 7 days prior to sailing so the mentioned promotion does not apply.We would like to mention that under the Terms & Conditions on our website It states "Offer must be booked greater than 30 days, Only Norwegian Breakaway, Norwegian Escape, and Norwegian Getaway can be booked 30 days or less from the sailing. We are sorry that your client was unable to obtain this promotion and hope they will enjoy their cruise onboard the Norwegian Dawn.Sincerely,Jean [redacted] G[redacted]Resolution DeskPassenger ServicesCase: [redacted]Jean De La G[redacted]Executive Office / Resolution Specialist
Dear Ms. Burns: Thank you for your recent email on behalf of your clients. We are sorry to learn of the problems that your clients encountered with their flight arrangements. We have sent a request to our accounting department to refund $202.93 per person to the...
credit card on file ending in 3814. Your clients should see this credit reflected on their credit card statement within the next one to two billing cycles. We appreciate the opportunity to respond. Sincerely,
Norwegian makes misleading advertisement regarding its sales. It offered "Free at sea" for 11/28/2016 to 12/8/2016 10days round trip from MIA Panama Canal for all the room categories, no exclusion for any of them within its fine prints:
file:///C:/Users/JCWang/Documents/HSW/Sale%20doc/Booking%20-%20Stateroom%20Optio...⇄ /> Thought the offering looks too good to be true, so called in on 11/12/2016 before booking this trip (for the lowest Guaranteed Inside stateroom), the rep confirmed me with the offering. After booked the trip, I don't see the "Free at sea" offering. Called in again as booked -> online direct, the rep. and his supervisor (she) were not very nice, insisted that the exclusion of GI is written in the other pages -such as in the general sale offering, during the booking for room selections. When I suggested the supervisor that NCL may consider to have the exclusion for each specific trip offering as the site listed above, her answer was: "we can't change it, we can't do it just you like the way ...." and she hung up while I was still talking. Very bad attitude! I was then curiously went back to the site selected the trip as listed above, select $399, it got the error page:
--------------------------------------------
Looks like our site needed
to take a short vacation.
500 - Internal Server Error
Please check back to ncl.com momentarily or call
1.866.234.7350 to start planning the perfect vacation.
Norwegian Cruise Line
---------------------------------------------
It looks Norwegian may not honer its promised offerings with very misleading advertisement and some of its rep, supervisor are NOT professional at all: rude, not patient enough to listen. We have been cruising 6 times previously mostly with Princess. Wonder if we can trust Norwegian's Ad. anymore in the future.
Complaint: [redacted]
I am rejecting this response because: while it is true that I have heard from the tour operator, nothing has been resolved as of yet. Also, my complaint about the customer service of Norwegian Cruise Lines still stands. They only made this response because I went through a 3rd party (Revdex.com) to get any assistance.
Sincerely,
[redacted]
Dear Mrs. [redacted]:Thank you for choosing the Norwegian Dawn for your vacation at sea.As Norwegian Cruise Line aims to continuously enhance its valued passengers' experience in their stateroom, it is disappointing to us to learn of the problem that you experienced...
during your voyage. We understand how such a situation could have a negative impact on an otherwise enjoyable cruise vacation. Please be assured that we make every effort to maintain a high standard of excellence and to ensure that all of our valued guests' accommodations are kept comfortable for their enjoyment from beginning to end. We sincerely apologize for any discomfort this situation caused you and Mr. [redacted]. The maintenance of any passenger liner is an ongoing project that required some work to be carried out while the vessel is at sea. We endeavor to conduct the majority of this work while the ship is in port and our guests are ashore. Please be assured it is never our intent that this undertaking be a detriment to our guests' relaxation and enjoyment. We sincerely regret any inconvenience you may have experienced.A copy of your correspondence was shared with our shore-side Fleet Operations Department for their immediate review with the team onboard. You can be certain that they have worked very closely together to ensure that such situation is not repeated in the future.The effectiveness and dedication of our staff members to our customer's needs play a vital role to the continued success of our organization. Therefore, our guests' concerns, however large or small, should be dealt with in the most efficient manner. Please accept our sincere apology for the lack of enthusiasm and professionalism demonstrated by the staff during this time of discomfort. As we take comments concerning the attitude of our staff very seriously, we assure you that a copy of your correspondence has been passed to the Master of the Norwegian Dawn for internal review. We appreciate your feedback in that regard and are sorry for the disappointment caused to you. It is never our desire for our guests to be disappointed or inconvenienced in any way, and we regret that your cruise experience did not fully meet your expectations this time. Your patronage is very important to us and as a gesture of goodwill, we have arranged for cruise credits, valid towards the cruise fare only on one future voyage. To use your cruise credits, please contact your travel professional or our reservations department at [redacted], and refer to your identification numbers at the time of booking. The numbers and amounts are as follows: [redacted] - ID# [redacted] and John [redacted] - ID# [redacted] in the amount of $270.00 per person.Please note cruise credits are valid for sailings within 12 months from the date of this letter, are non-transferable, and have no cash value. They cannot be applied to government taxes and fees, airfare, insurance, hotel packages, and other add-ons. They are not combinable with other cruise credits or fare reduction coupons. Commission is based on the discounted fare.Thank you for the time you took to write to us. We hope that aside from this situation, you found other aspects of your cruise enjoyable and trust this situation will not deter you from accepting our invitation to sail again with us. It would be our pleasure to welcome you back onboard any one of our vessels very soon.Sincerely, Harold R[redacted] Coordinator Guest Relations