No response from Guest Relations?

[Blackrose73]

I sent some feedback on our cruise to guest relations a few weeks ago and asked for a response back. The auto reply email I got said I would receive a response within 15 business days. It's now been more than that (yes I took holidays and weekends into account). My question is do others that email guest relations find that they get a response back within the allotted time or are they always really slow to respond?

[garycarla]

I would guess the speed or even a response would depend on the issue and possible response(s).

[Blackrose73]

Even a quick email saying we are still looking into this for you would be good customer service in my opinion.

[macanudo23]

They will respond....take way more than 2 weeks but they are really good at responding. think about how many people probably email them at any given time with all the ships they have, every week between 2-4k passengers per ship. Any time I have emailed them it has taken a 30-45 days for a response but I always got one. Just be patient :)

[cruiselover1268]

I had a huge problem on our cruise in November and am still waiting over a month for a reply. Called NCL yesterday and after a 35 minute hold, finally got someone (very nice woman) who said her supervisor was “still reviewing” and would “hopefully” email me by end of this week. I then asked why an email as my complaint also asked for direct contact so I could have a conversation about it, not a one-way email from someone who reviewed things and makes a determination without having all the facts. There were also a number of issues that occurred (all related) after this complaint was sent (1/2 way through the cruise) that I want to add and discuss.

[newmexicoNita]

I sent some feedback on our cruise to guest relations a few weeks ago and asked for a response back. The auto reply email I got said I would receive a response within 15 business days. It's now been more than that (yes I took holidays and weekends into account). My question is do others that email guest relations find that they get a response back within the allotted time or are they always really slow to respond?

one of my few gripes with NCL is their responding after the fact. I have had a couple of occasions to email or write them letters about problems after we have returned home from a cruise. I have yet to get a response. No, none have been super drastic nor have I even asked for anything for the inconvenience but I would expect a "I am sorry" responses.

[gmbhardy]

They responded to my issue but it took about 25 days.

[garycarla]

I can not begin to imagine how many emails and calls they get.

 

And how many are full of whining over stuff that just is... and nothing to be done.

 

And how many complain, even with good issues, but do not specifically ask for something to be done.

 

And how many complain and just want a response. (yea, we are sorry and care and blah blah blah, thanks for cruising with us)

 

And how many just have random complaints that NCL can do nothing about after the fact such as:

* Lost my ___

* Neighbors were loud.

* Did not serve ____ flavor ice cream.

* Chair hogs

* People next door were smoking

* Somebody was wearing shorts to dinner

* Specialty dinner was not worth it

* Departure line was long

* Nobody told me about ____, (was in documents, but who reads it?)

* Tour bus guide was rude

etc etc

[NLH Arizona]

 

And how many complain, even with good issues, but do not specifically ask for something to be done.

 

And how many complain and just want a response. (yea, we are sorry and care and blah blah blah, thanks for cruising with us)

 

And then you have those that want the cost of their cruise refunded or want some monetary amount, because of a very small issue, like those you listed above.

[zqvol]

I sent some feedback on our cruise to guest relations a few weeks ago and asked for a response back. The auto reply email I got said I would receive a response within 15 business days. It's now been more than that (yes I took holidays and weekends into account). My question is do others that email guest relations find that they get a response back within the allotted time or are they always really slow to respond?

 

I would be surprised if you ever get a response.

[BirdTravels]

Most people with “Big Problems” get it resolved onboard. If you don’t resolve it on board, don’t expect much from post cruise customer relations. With thousands of people whining about just about everything that “ruined their vacations”, the off-shore minimum wage reps reading the thousands of emails a day have a canned set of responses that they are permitted to send by the company lawyers.

 

We have normally seen about a six week response time on emails. And 4-6 months if compensation is required.

[Captain-John]

Most people with “Big Problems” get it resolved onboard. If you don’t resolve it on board, don’t expect much from post cruise customer relations. With thousands of people whining about just about everything that “ruined their vacations”, the off-shore minimum wage reps reading the thousands of emails a day have a canned set of responses that they are permitted to send by the company lawyers.

 

We have normally seen about a six week response time on emails. And 4-6 months if compensation is required.

 

What severity/types of issue warrant compensation?

[casofilia]

I have had quite good 'service' from NCL in response to refunds, questions or complaints.

Try dealing with Greyhound. We had a bus trip from Quesnel to Vancouver on 4 August cancelled due to the fires in Northern BC, we are STILL waiting for a refund. NCL is not that slow with refunds where due.

[Blackrose73]

Thank you for all of the responses. I'm hoping to get some kind of response. We did try to resolve the issues on board, but to no avail. It wasn't something that ruined our cruise. We had an amazing time. But with such attention to detail on so many things from NCL, I was surprised that this issue has not been dealt with before. Especially since we were told it would be one way we booked the cruise and it was completely different when we got on the cruise.

 

Fingers crossed that I get a response soon. :D

[don't-use-real-name]

Have a serious issue with NCL and after a reasonable time (allowance for the present holidays) and still not

getting anywhere - you can escalate this to an outside ombudsman who seems to have a way of getting

solutions that favor the consumer cruise customer (that's you);

 

LINK: http://www.elliott.org/about/

 

NCL Contact LINK: http://www.elliott.org/company-contacts/norwegian-cruise-line-ncl/

 

#*# - READ this very carefully to insure the best success and follow a chain of command.

Document everything as much as possible - written data not so much phone calls.

The more you get NCL to put its foot (make that anchor) in its mouth and state incorrect

or incomplete information the better.

Sometimes if a situation is noteworthy; Chris Elliott will intercede and may even publish

his results in a news publication getting all kinds of attention pro and con for the offender.

 

Good Luck in your quest to resolve your issue with NCL.

[Blackrose73]

Wow! Awesome info. Thank you so much! Hopefully it doesn't have to come to that.

[fshagan]

Thank you for all of the responses. I'm hoping to get some kind of response. We did try to resolve the issues on board, but to no avail. It wasn't something that ruined our cruise. We had an amazing time. But with such attention to detail on so many things from NCL, I was surprised that this issue has not been dealt with before. Especially since we were told it would be one way we booked the cruise and it was completely different when we got on the cruise.

 

Fingers crossed that I get a response soon. :D

 

It's very bad service. Very bad. Not because you never got a response, but because you got an initial response that promised another response in 15 business days. They over-promised and under-delivered. They lied. And it is completely avoidable for them. Either ignore all the emailed complaints and respond with a "thank you for your concerns" email, or follow up before the allotted time is up. I would escalate the issue to someone higher in the organization (search the forum; Andy Stewart's email address is on here somewhere).

[don't-use-real-name]

It's very bad service. Very bad. Not because you never got a response, but because you got an initial response that promised another response in 15 business days. They over-promised and under-delivered. They lied. And it is completely avoidable for them. Either ignore all the emailed complaints and respond with a "thank you for your concerns" email, or follow up before the allotted time is up. I would escalate the issue to someone higher in the organization (search the forum; Andy Stewart's email address is on here somewhere).

 

Here is that LINK again:

 

NCL Contact LINK: http://www.elliott.org/company-conta...uise-line-ncl/

[Blackrose73]

Go to their social media page and send a private message with the details and request a follow up and status. They are good at doing that there.

 

 

That's a good idea too. Thanks! :)

[delaware32]

We also had concerns with regard to our November cruise . I wrote to Customer Relations @ Nov. 26 and heard from them today . Given the mess the hurricanes' impact on many cruises ,I wasn't surprised by the time it took . They took our concerns seriously and responded to our concerns in a positive manner . To be honest , I wasn't sure we'd get a response . We were pleased with how our concerns were handled .

[NLH Arizona]

Go to their social media page and send a private message with the details and request a follow up and status. They are good at doing that there.

Maybe the OP can post a post like the guy on there who thinks a casino machine cheated him and said he was going to keep shaming them until they responded to him. Sounds a lot like gamblers remorse

[casofilia]

Go to their social media page and send a private message with the details and request a follow up and status. They are good at doing that there.

 

Send an email to as many upper management people as possible on a daily basis.

[Blackrose73]

We also had concerns with regard to our November cruise . I wrote to Customer Relations @ Nov. 26 and heard from them today . Given the mess the hurricanes' impact on many cruises ,I wasn't surprised by the time it took . They took our concerns seriously and responded to our concerns in a positive manner . To be honest , I wasn't sure we'd get a response . We were pleased with how our concerns were handled .

 

 

 

This is good to hear. I’m hopeful our concerns will be responded to positively as well. :)

 

 

Sent from my iPhone using Forums

[bob brown]

I think one valuable lesson to learn from all of this, is to try to settle the problem on board, when it happens, if at all possible, rather than complain about it after the fact, when little can be done that really matters.

I've attended several Cruise Critic Meet and Greets on NCL ships, and invariably, the Hotel Director will attend, introduce himself, and give out his personal ship phone number, with the request to call him, with any issues on board that can't seem to be resolved, and give him the opportunity to resolve it on the spot, rather than to suffer through it, and then go on Cruise Critics after the cruise and complain about it.

NCL is the only line that I have seen that....:cool:

[Blackrose73]

I think one valuable lesson to learn from all of this, is to try to settle the problem on board, when it happens, if at all possible, rather than complain about it after the fact, when little can be done that really matters.

I've attended several Cruise Critic Meet and Greets on NCL ships, and invariably, the Hotel Director will attend, introduce himself, and give out his personal ship phone number, with the request to call him, with any issues on board that can't seem to be resolved, and give him the opportunity to resolve it on the spot, rather than to suffer through it, and then go on Cruise Critics after the cruise and complain about it.

NCL is the only line that I have seen that....:cool:

 

As I mentioned above, I tried to get it resolved on board. I knew that before going on the cruise from reading CC posts. We tried to get the issue resolved many times while on board. I'm not the type to suffer through without saying something right away. ;)