Son of a son of a ... Posted December 30, 2016 #326 Share Posted December 30, 2016 NCL -> No Customer Love Link to comment Share on other sites More sharing options...
pieshops Posted December 30, 2016 #327 Share Posted December 30, 2016 So,,, you were notified. That the bottom line. And you understand that different people booked through different offices and different systems. And that notifications to non-US passengers is often "customised" to the customers booking through,,, say the U.K. Office. So,,, I assume that you understand that notifications to all passengers can't be done instantaneously through all systems at the same time to 2000 passengers. So,,, a 2 day lag from the primary guest services office to a remote office should be expected. Nothing shambolic about that. Additionally we were supposed to be on the current sailing (Dec 22) and we found out officially about the changes while sitting at JFK on the 16th on our way to Hong Kong. We cancelled and did a great land vacation starting with Hanoi, Sapa, Da NAng, (Hoi An and Hue), Siem Reap (Angkor Wat), now in Bangkok then to Ko Samui and in Singapore to wave hi to the Star as it arrives on the 4th. We knew there would be changes on Monday the 12th when a new itinerary was posted on cc, NCL would not confirm all week with many phone calls from me But even though we knew what was posted here it was not the itinerary announced on Friday officially so anything posted here as far as changes go is not official. We had no choice to cancel as we planned this trip with my wife returning to Da nang for the first time since her parents were killed in the war and she was adopted by a us marine, we got to meet the nuns who took care of her and brought a ton of stuff for the kids there still being taken care of. Link to comment Share on other sites More sharing options...
BettyNL Posted December 30, 2016 #328 Share Posted December 30, 2016 (edited) \\ On Star right now heading for Chabang due to arrive 6am 31st December and leaving 10pm on the 1st January. Due into Singapore at 9pm Wednesday evening, 4th January Having a great time, weather has been perfect. Enjoyed two ports in Vietnam, touring Hue and Saigon. Despite the difficulties and changing itinerary most on board seem very content and happy !! Good for all of you .... And going to Bangkok -- On a half price cruise Edited December 30, 2016 by BettyNL Link to comment Share on other sites More sharing options...
CruiseTillYouBruise Posted December 30, 2016 #329 Share Posted December 30, 2016 Still having problems -January 5, 2017 sailing from Singapore is missed up. Customer Service number is facility and staff is overwhelming with calls. Not offer in same compensation for missed ports as for earlier problems. Customer service nightmare! Link to comment Share on other sites More sharing options...
CruiseTillYouBruise Posted December 30, 2016 #330 Share Posted December 30, 2016 NCL -> No Customer Love NCL customer service is not helpful. We will look elsewhere for vacation options and suggest that you do, too Link to comment Share on other sites More sharing options...
SuncoastSlim Posted December 30, 2016 #331 Share Posted December 30, 2016 For a cruise that does not call at any US ports, or that doesn't involve unfair practices against US flag cruise ship operations in the area of the world involved, I don't believe the FMC has any jurisdiction to involve itself with this issue. I wrote to FMC Office of Consumer Affairs and Disputes Resolution Services (CADRS) to file a complaint on NCL behavior. They advised they exercise regulatory authority over passenger vessels only to the extent that it requires them to obtain a certificate of financial responsibility of carrier to compensate passenger for liability they incur for death or injury to passengers on voyages to or from U.S.'ports and to reimburse passengers for nonperformance of purchased cruises in the United States. For safety related issues the recommend contacting the Coast Guard Marine Safety Office. Link to comment Share on other sites More sharing options...
Aburn09 Posted December 30, 2016 #332 Share Posted December 30, 2016 Hopefully the powers that be in NCL are now starting to realise that the passengers won't be fobbed off with a 20% cruise only offer !! We need to keep the pressure on them before during and after the cruise until they give us a fair offer that pervious passengers got !! But i hope no one gives the staff on the NCL Star any grief as they are stuck with the ship too !! It's customer and guests services we need to keep pushing and sending emails to the CEO's as they have the power to sort this shambolic situation out !! Link to comment Share on other sites More sharing options...
casofilia Posted December 30, 2016 #333 Share Posted December 30, 2016 Hopefully the powers that be in NCL are now starting to realise that the passengers won't be fobbed off with a 20% cruise only offer !! We need to keep the pressure on them before during and after the cruise until they give us a fair offer that pervious passengers got !!But i hope no one gives the staff on the NCL Star any grief as they are stuck with the ship too !! It's customer and guests services we need to keep pushing and sending emails to the CEO's as they have the power to sort this shambolic situation out !! Use the power of the "press"; paper; radio and TV. Link to comment Share on other sites More sharing options...
Rare mking8288 Posted December 30, 2016 #334 Share Posted December 30, 2016 (edited) Has anyone affected by the upcoming sailing gone to social media (FB) & use the messaging function to also contact NCL; and, make use of Twitter ... afterall, POTUS-elect is using it to his advantage (no "opinions" of what I think or sidetracking of topic, please) Andy Stuart, CEO/COO has his Twitter account - "others" had previously make use of it (whether he will respond or acknowledge, reply or delegate to others down the chains of command to respond ... I don't think) [but, doubtful - IMO ... won't hurt to try and post there as well] The "Star" is sailing between HKG and SIN this/next month with the altered itinerary, post/write up & see if the travel news staff might pick up this already developing story - (possibly as a "group" sailing onboard, voicing concerns & upload some images at sea) South China Morning Post and Straits Times - (links embedded here) you can easily look them up online directly. We are still looking at the Jewel's 2018 Asia itinerary ... having sailed both of these ships in years past, but we are nowhere near booking it (several cabins + so far) yet - following this closely. It is all those port stops or else, a land tour with overnight stay would be far superior for the group as a whole. Edited December 30, 2016 by mking8288 Link to comment Share on other sites More sharing options...
kiwicruisers51 Posted December 30, 2016 #335 Share Posted December 30, 2016 (edited) Has anyone affected by the upcoming sailing gone to social media (FB) & use the messaging function to also contact NCL; and, make use of Twitter ... afterall, POTUS-elect is using it to his advantage (no "opinions" of what I think or sidetracking of topic, please) Andy Stuart, CEO/COO has his Twitter account - "others" had previously make use of it (whether he will respond or acknowledge, reply or delegate to others down the chains of command to respond ... I don't think) [but, doubtful - IMO ... won't hurt to try and post there as well] The "Star" is sailing between HKG and SIN this/next month with the altered itinerary, post/write up & see if the travel news staff might pick up this already developing story - (possibly as a "group" sailing onboard, voicing concerns & upload some images at sea) South China Morning Post and Straits Times - (links embedded here) you can easily look them up online directly. Edited December 30, 2016 by kiwicruisers51 changed mind Link to comment Share on other sites More sharing options...
TheDougOut Posted December 30, 2016 #336 Share Posted December 30, 2016 (edited) I wonder if the current offer only seems unfair when compared to the prior offer, which seemed surprisingly over-generous (to me, at least). Those passengers won the lottery, IMO. Happy & safe travels to all those about to depart. Easier said than done - but try not to let the lead up carry over to your onboard experience. What a great opportunity to go on an itinerary like this. Edited December 30, 2016 by TheDougOut Link to comment Share on other sites More sharing options...
susan0000 Posted December 30, 2016 #337 Share Posted December 30, 2016 I have tried everything Facebook, twitter, instagram, the news, emailed called and written to Stuart and the other woman. They don't seem to care. I got one phone call back from a secretary that said sorry nothing we will do. All I wanted was an upgrade from ocean view to balcony. I even tried the Upsell office can't get a balcony even if I pay and I know there were many empty balconies when they took it down! I have never seen them be so unhelpful. Sent from my iPhone using Forums Link to comment Share on other sites More sharing options...
pieshops Posted December 30, 2016 #338 Share Posted December 30, 2016 I wonder if the current offer only seems unfair when compared to the prior offer, which seemed surprisingly over-generous (to me, at least). Those passengers won the lottery, IMO. Happy & safe travels to all those about to depart. Easier said than done - but try not to let the lead up carry over to your onboard experience. What a great opportunity to go on an itinerary like this. Ding ding ding ding ding. Winner winner chicken dinner Link to comment Share on other sites More sharing options...
Rare BirdTravels Posted December 30, 2016 #339 Share Posted December 30, 2016 I have tried everything Facebook, twitter, instagram, the news, emailed called and written to Stuart and the other woman. They don't seem to care. I got one phone call back from a secretary that said sorry nothing we will do. All I wanted was an upgrade from ocean view to balcony. I even tried the Upsell office can't get a balcony even if I pay and I know there were many empty balconies when they took it down! I have never seen them be so unhelpful. ] You got MUCH more than you are entitled to. Be happy. Link to comment Share on other sites More sharing options...
Aburn09 Posted December 30, 2016 #340 Share Posted December 30, 2016 (edited) You got MUCH more than you are entitled to. Be happy. Interesting throughout this post how negative you are towards other passengers......I assume you are not on any of the cruises affected otherwise you would appreciate that people have spent thousands of pounds/ dollars etc on a cruise with a particular itinerary they wanted to go on and have saved hard for all year only for a problem which doing research shows the Azipod on the Norwegian Star is a reoccurring problem which turns up every so often starting in 2004 and 2015 and now twice in 2016 that NCL knows only to well about but chooses to keep patching the problem up rather than take the Star out put it in dry docks and redesign the Azipods to a much more reliable propulsion system which would prevent passengers having their chosen itinerary ruined and then be treated to a miniscule 20% cruise discount for the inconvenience of a wholly preventable fault !! So if you aren't a passenger on one of the effected cruises may i suggest you keep your negative views to yourself as it almost feels you may have some alliance/ connection to NCL ?? Edited December 30, 2016 by Aburn09 Link to comment Share on other sites More sharing options...
Rare BirdTravels Posted December 30, 2016 #341 Share Posted December 30, 2016 Interesting throughout this post how negative you are towards other passengers......I assume you are not on any of the cruises affected otherwise you would appreciate that people have spent thousands of pounds/ dollars etc on a cruise with a particular itinerary they wanted to go on and have saved hard for all year only for a problem which doing research shows the Azipod on the Norwegian Star is a reoccurring problem which turns up every so often starting in 2004 and 2015 and now 2016 that NCL knows only to well about but chooses to keep patching the problem up rather than take the Star out put it in dry docks and redesign the Azipods to a much more reliable propulsion system which would prevent passengers having their chosen itinerary ruined and then be treated to a miniscule 20% cruise discount for the inconvenience of a wholly preventable fault !! So if you aren't a passenger on one of the effected cruises may i suggest you keep your negative views to yourself as it almost feels you may have some alliance/ connection to NCL ?? We take about 6-7 cruises a year. We have had many cancellations, changes, new itineraries. We recognize that we are one cruise out of many that change every month. And that we are not special nor entitled We have also found that if you treat NCL with professionalism and respect, you get a lot further. They are willing to help and compensation can, if respectfully coordinated, will greatly exceed the basic compensation published. If you start out an email or letter flaming the customer service, you are not likely going to get very far. Respect and Professionalism is the key to being helped. Just a suggestion from a frequent cruiser. Link to comment Share on other sites More sharing options...
casofilia Posted December 30, 2016 #342 Share Posted December 30, 2016 We take about 6-7 cruises a year. We have had many cancellations, changes, new itineraries. We recognize that we are one cruise out of many that change every month. And that we are not special nor entitled We have also found that if you treat NCL with professionalism and respect, you get a lot further. They are willing to help and compensation can, if respectfully coordinated, will greatly exceed the basic compensation published. If you start out an email or letter flaming the customer service, you are not likely going to get very far. Respect and Professionalism is the key to being helped. Just a suggestion from a frequent cruiser. I concur wholeheartedly. "There are more ways of killing a cat than choking it with cream" but the cream way is probably more pleasant and still works. Link to comment Share on other sites More sharing options...
ogie oglethorpe Posted December 30, 2016 #343 Share Posted December 30, 2016 Totally agree. However Respect and Professionalism is a two way street wouldn't you agree? Sent from my iPhone using Forums Link to comment Share on other sites More sharing options...
susan0000 Posted December 30, 2016 #344 Share Posted December 30, 2016 Totally agree. However Respect and Professionalism is a two way street wouldn't you agree? Sent from my iPhone using Forums I completely agree and started off that way but when I was ignored and not even given a call back that was a game changer. I have always found NCL in the past to be caring and responsive to any feedback from passengers. However this time this has been handled very differently and I wonder why that is? Sent from my iPhone using Forums Link to comment Share on other sites More sharing options...
ogie oglethorpe Posted December 30, 2016 #345 Share Posted December 30, 2016 I think that's the common thread Susan0000. It's the complete lack of communication right from the start, the promise of calls back that never materialise etc. We've had exactly the same experience. We've cruised with NCL before and it was excellent although there were no problems. The mark of true customer excellence is what happens when things go wrong. We can all be superstars when things go perfectly. Some people are in privileged positions to be able to cruise a lot each year, some spend 2 years saving for a cruise of a lifetime and some have life long dependencies tied into their trips, what's clear is that 'one size doesn't fit all'. Let's hope NCL step up to the plate eventually. Sent from my iPhone using Forums Link to comment Share on other sites More sharing options...
pieshops Posted December 31, 2016 #346 Share Posted December 31, 2016 Interesting throughout this post how negative you are towards other passengers......I assume you are not on any of the cruises affected otherwise you would appreciate that people have spent thousands of pounds/ dollars etc on a cruise with a particular itinerary they wanted to go on and have saved hard for all year only for a problem which doing research shows the Azipod on the Norwegian Star is a reoccurring problem which turns up every so often starting in 2004 and 2015 and now twice in 2016 that NCL knows only to well about but chooses to keep patching the problem up rather than take the Star out put it in dry docks and redesign the Azipods to a much more reliable propulsion system which would prevent passengers having their chosen itinerary ruined and then be treated to a miniscule 20% cruise discount for the inconvenience of a wholly preventable fault !! So if you aren't a passenger on one of the effected cruises may i suggest you keep your negative views to yourself as it almost feels you may have some alliance/ connection to NCL ?? I assume I am allowed to comment since I was supposed to be on the current sailing? A few thing first of all as you have stated the star has had issues in the past, I assume you knew that when you booked? Or did you decide to research that now? Secondly any cruise itinerary is subject to change, it says so in the contract, now I know this particular cruise is a bit different then the weekly Caribbean sailings as it is a long way away and a unique itinerary but still subject to change. I knew that going in Now knowing all that and knowing we saved for years for this particular itinerary and cruise I purchased insurance to cover us in the event something happened. And something happened. We cancelled switched to a Asia land vacation and are having a great time You have weeks to make alternate plans and put in your insurance claims, I had 36 hours. 20% is plenty compensation when no on was really entitied to anything Link to comment Share on other sites More sharing options...
Son of a son of a ... Posted December 31, 2016 #347 Share Posted December 31, 2016 The "tough nut" force is strong tonight. Let the repulsion spin free like the water through a functional azipod and leave you among friends with Royal. NCL cares not for you. Link to comment Share on other sites More sharing options...
Aburn09 Posted December 31, 2016 #348 Share Posted December 31, 2016 (edited) I assume I am allowed to comment since I was supposed to be on the current sailing? A few thing first of all as you have stated the star has had issues in the past, I assume you knew that when you booked? Or did you decide to research that now? Secondly any cruise itinerary is subject to change, it says so in the contract, now I know this particular cruise is a bit different then the weekly Caribbean sailings as it is a long way away and a unique itinerary but still subject to change. I knew that going in Now knowing all that and knowing we saved for years for this particular itinerary and cruise I purchased insurance to cover us in the event something happened. And something happened. We cancelled switched to a Asia land vacation and are having a great time You have weeks to make alternate plans and put in your insurance claims, I had 36 hours. 20% is plenty compensation when no on was really entitied to anything Ok just to cover a few points........It's not my intent to annoy anyone else on this forum we all have valid points and opiions of own to make with what we've experienced so far. With regards the Azipod issues......Up until the 22 nd of December i didn't know what one was so the research was done after i found out the Star had problems with them.......As for insurance 'pieshops' we have spoke about this before a few pages back and I'm glad you got to change your holiday through your insurance and i understand what your trip was about with regards your wife but like i said you have a very rare policy as most insurance companies won't cover for this problem they will say you have to take it up with the cruise company.......I personally didn't have weeks to sort this out as i was only made aware of the problem on the 22nd so with the Christmas and New Years holiday affecting who i can contact and when I've worked out i have 6 days to try and sort something out before i go. Now like most on here i too have had many cruises including NCL and I've enjoyed them all bilut as has been pointed out on here is not until something goes wrong that a cruise company shows its true colours and with NCL on this issue they have got it wrong !! Firstly they should not treat the different cruise dates differently if you get and i quote from them "significant itinerary changes " and missing an entire country like Thailand is just that then offering previous passengers a 'much' better compensation deal than the passengers on the 5th January then NCL have only themselves to blame !! We should all be treated the same !! And as also mentioned in 'BirdTravel' you should treat NCL with professionalism and respect but if that doesn't work which i think we've all seemed to have tried then what ?? Well this is where we are now !.......So keep the pressure on NCL Guest and Customer services keep the emails and phone calls going email the CEO's as indivually we will achieve nothing but together we can achieve much more......People power is a great platform that will hopefully get the likes of NCL to sit up and listen that they have problem and fobbing off with a 20% cruise discount just won't wash with us !! Edited December 31, 2016 by Aburn09 Link to comment Share on other sites More sharing options...
herdingdogmom Posted December 31, 2016 #349 Share Posted December 31, 2016 Would love to see this revert back to the original thread. Any updates on whether the part needed has been made and is on its way to the Star? Link to comment Share on other sites More sharing options...
karoo Posted December 31, 2016 #350 Share Posted December 31, 2016 (edited) Would love to see this revert back to the original thread. Any updates on whether the part needed has been made and is on its way to the Star? You're right! The people who want more compensation because that's going to make them enjoy their cruise more need a thread all of their own. The title could even be More Compensation Needed or Free Cruise Free Booze or Money Needed for Therapy Dog!!! I'm sure there are other great titles! Any how Happy New Year everyone. Widshing you the all the best of health and happiness for 2017. I'm in my way to my New Years Celebration! Sent from my iPhone using Forums Edited December 31, 2016 by karoo Link to comment Share on other sites More sharing options...
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