Email to NCL Customer Service

[Montanagirlalways]

I agree with your letter and thank you for writing it. Time will tell how these changes will impact their customers and their loyalty. We are platinum level. I have had some great cruises with NCL and great service from their employees

We have cruised with Princess recently and plan to try more Princess cruises. Love that specialty coffee's are included in their drink package.

 

[Navis]

4 hours ago, DMH15 said:

I status matched to black on MSC and have booked YC for May.

 

As a previous NCL Haven guest, I went from loyal to looking after Del Rio took over.  Besides my Haven costs I always had a ton of onboard costs and I was an exceptional tipper over and above the DSC.  I find the "Priceline-esque" bid system an insult to those of us who book suites outright.

 

Doubt they have missed me though.

 

 

So, I've been off of CC since our cruise last September and apparently lost access to my account when the UI switched over so, sadly I am starting over on here! That said, I could not agree with this comment more. We have been on 8 NCL cruises, all in the Haven and all in deluxe owners suites.  Don't get me wrong, we have enjoyed each of our cruises (even our cruise to just Port Canaveral last September) but certainly have noticed a continual degradation in the product.  I also think it is gotten much worse since the bidding system was installed.  The included liquors have been downgraded, the food quality has slipped and it seems the demands placed on the Haven staff seem to have exponentially increased (and, at least the requests I overhead, were unreasonable).

 

We decided that, given all the changes that have happened to the Haven product (anyone remember the $3.95 upcharge for Johnny Blue?), we just can't justify the cost anymore. We decided to make the move to Seabourn for our next cruise. We'll see how it goes, but I don't expect we'll be returning to NCL until they reconsider the watering down of their Haven offering.

[booklady26]

1 hour ago, erdoran said:

Those of you switching to MSC, what do they have that's comparable to the Haven area?  That's our biggie - DH likes the "ship within a ship" concept, the private restaurant/bar, uncrowded pool & hot tub.

msc yacht club has spacious cabins with huge tv, huge pool area with jacuzzis, grill bar with good selections of fish, meats, and salads. very attentive staff who remember you and enjoy chatting. top sail lounge much larger than Haven with panoramic views and piano/violin music. menu in YC restaurant changes daily for lunch and dinner and maitre'D very accommodating to special requests. other areas of ship can sometimes feel crowded but the YC is a world apart. Book it while you can because they sell out quickly.

[DMH15]

2 hours ago, erdoran said:

Those of you switching to MSC, what do they have that's comparable to the Haven area?  That's our biggie - DH likes the "ship within a ship" concept, the private restaurant/bar, uncrowded pool & hot tub.

YACHT CLUB.  

[fshagan]

13 hours ago, zqvol said:

Letters, like the one posted, that are long and full of inaccuracies go directly to the deleted folder. If you are going to complain and compare to other lines and changes make sure you are accurate.

 

In the companies I have worked for the complaint letters and email were scored by hourly workers and the tallies presented to management in reports. I did the reports for one department in a company, and none of the elegance or lack thereof was ever seen by anyone over my management level.

They are important because you add to the number of people complaining that week. And if the person scoring the letter reads it all, your specific complaints can be registered. Being concise is best; it can be in crayon but it will be counted if it's short enough to read.

"You bad, you louse me bag." is better than an eloquent, 5,000 word treatise suitable for publication in New York magazine.

[Cafedumonde]

17 hours ago, booklady26 said:

In the wake of NCL's new liquor pricing, I sent the following email to their Customer Service. As you can see, my dissatisfaction goes beyond no longer being able to drink my vodka of choice. The new policy is just one more manifestation of their corporate greed.  Maybe if enough people voice their opinion to the company, or better yet, choose not to sail with them, things may change. On the other hand, they may not give a crap, which is far more likely. Either way, it did feel good to hit the send key.

 

Dear NCL Customer Service,

 

My husband and I are currently booked on the 2/23/19 sailing on the Norwegian Bliss. We are Platinum Plus Latitudes members, having taken 20 cruises with NCL. We are also NCL shareholders.

 

In the past few years there has been a steady erosion of onboard offerings and a steady increase in additional charges. We have accepted these changes and have continued to cruise with NCL. We always felt that you offered a good value for your product, in spite of the changes. However, after the latest changes to the Ultimate Beverage Package, which will be in effect for our Bliss cruise, we are seriously rethinking about any future cruises with NCL.

NCL is no longer in step with its competitors. The product offered has been skinnied down and the upcharges and service charges far exceed those charged by lines such as Celebrity, Princess, Royal Caribbean and MSC. Base cruise prices are also no longer as competitive as they once were, making the overall cost to the consumer much higher. I will cite some specific examples:

BEVERAGE PACKAGE

 

I’ll start with it since this is the most recent change and the most contentious, based on the recent postings on the Cruise Critic website.

If chosen as a perk, a service charge of 20% of the total package price must be paid. Based on the outrageous current price of $99 per day/per person, this is a charge of $277.20 for 2 people. This includes any alcoholic beverages up to $15, which NO LONGER INCLUDES brands such as Grey Goose and Belvedere vodkas, single malt scotch such as Glenmorangie, as well other premium brands of bourbon, whiskey, gin and liqueurs which had previously been included in your package. Cruise lines such as Celebrity, Princess and Holland America do not charge service fees when chosen as a perk. If one chooses to purchase a package when sailing on these lines, the cost ranges from $60-$70 per day per person with an additional service charge of a maximum of 18%. The beverage packages on these lines includes the aforementioned premium brands, as well as bottled water, fresh squeezed juices and specialty coffees, such as cappuccino, latte and espresso, all of which are excluded from the NCL packages. So, not only do you charge more, you provide less.

 

 

TAX ON PURCHASES IN PORT

NCL charges sales tax on purchases made while in port, such as beverages bought in Florida or New York embarkation ports. I don’t have problem with the tax charge as such, but I have never been charged this on any other cruise line. In fact, while on our last cruise on the Epic in November, we were still being charged tax for a glass of wine at dinner, which was at 7:30. We had sailed at about 4:00PM and we were told that the ship had not yet reached international waters, but noted that the casino and gift shops had already been open for some time. It made me wonder if the state of Florida was actually collecting this tax or was it just another money maker for NCL. 

 

 

SPECIALTY DINING

NCL is the only cruise line which charges a service fee on both dining packages and fixed or ala carte priced meals. In fact, some lines such as Celebrity & Royal Caribbean specify that the per person charge in the specialty restaurants includes gratuity. You charge 20% additional, even when a dining package is selected as a perk. In the past few years, you have also removed more popular items from the various specialty restaurants such as lobster, ribeye steak, Dover sole, rack of lamb and roast duck. Many of these items are offered in main dining rooms on select nights on other cruise lines free of additional charge.

 

 

SHORE EXCURSIONS

We’ve  cruised often enough (71 total cruises) on just about every major cruise line (top or near top status on Celebrity, RCCL, Princess and MSC among others) and know that we pay a premium for the convenience of an excursion offered by the ship. We have also done excursions on our own and know just how much that premium can be. But we do pay it willingly when we choose to book a cruise sponsored excursion. But NCL’s prices are often considerably higher for the same excursions offered on other cruise lines. For example, on our recent cruise on the Epic, in Jamaica, there was a VIP excursion to Bamboo Beach Club offered at a price of $109 per person. Earlier in the year, we took this same excursion on a Princess cruise for $79. This was also the price for this excursion last week on our MSC cruise. That’s a $60 price difference for 2. In comparing excursions on our upcoming Bliss cruise with other lines, your price is generally at least $20 higher per person. Let’s face it, we know cruise lines make money on shore excursions, but NCL seems to be gouging its passengers.

 

 

I could go on with more comparisons, such as your Haven experience versus MCL’s Yacht club. We have done both and would never do The Haven again but will always do the Yacht Club on MSC, who offers a far superior experience for several thousand dollars less with 30% lower service charges with butler and concierge services included. AND YACHT CLUB GUESTS CAN GET PREMIUM ALCOHOLIC DRINKS WITH NO UPCHARGE THROUGHOUT THE SHIP.  In my opinion, upcharges for premium liquor for Haven guests is an insult to them. I can’t put that any plainer.

 

 

We have been cruising for 38 years and have seen many changes take place, some good, some not so good. However, we have always accepted the changes as the “new normal” in cruising. What used to be included is no longer free, but ships are more expansive and offer so many more amenities to guests, so it’s a trade we’ve been willing to make.

 

 

But the latest change to your beverage package was really the proverbial straw that has broken this camel’s back. In the past few years, you have chipped away at what you offer your guests and charge them more money for the privilege of depleting their vacation experience.

 

 

Both of us also spent many years in the business world before retiring and know that the ultimate goal of any company is to make money, especially when you have shareholders to answer to. We are also NCL shareholders, but do not believe that turning a profit should come at the expense of shortchanging your customers. There also comes a time when some companies go from a desire to be profitable to being just plain greedy and we think that NCL is now crossing that line.

 

 

We will have to think very hard about booking another NCL cruise when we can get a superior product on another cruise line, often for less money.

Great email

[Cafedumonde]

15 hours ago, SeaShark said:

Writing a proper complaint letter is almost an art...and something that most people can't/won't do.

 

A glaring problem with your letter is the final statement:

"We will have to think very hard about booking another NCL cruise when we can get a superior product on another cruise line, often for less money."

 

You are making the case that other cruise lines offer a superior product for less money. Which begs the question, why on earth are you not cruising with them? You shouldn't have to think very hard about it...superior product, less money...EASY decision.

 

The fact that you care enough about NCL to want to write the letter, that you are still considering them (even though the competition offers a superior product for less money), the fact you care about NCL to even post your thoughts to Cruise Critic...all signs that you WANT to sail NCL.  That is not going to cause worry/concern with NCL management.

 

What WILL cause worry/concern is when loyal customers simply walk away, sail with the competition, and not say one word about it. That is a lost customer.

 

The person who is "thinking very hard about it" is someone who still wants to be the customer of a line with an inferior product for a higher price...just makes no logical sense.

 

Lol.  That "silent" lost customer is me (and my family).  So we are out here making a difference, living large on other lines.   Unfortunately, now I have to figure out how to unload these cruise next certificates.  

Edited January 23, 2019 by Cafedumonde

[dexddd]

19 hours ago, roger001 said:

And....67% filled already for 2019.....they say.  Regarding marketing, I have a local nephew who is a lawyer and a big housing land lord in the area.  I have an aircraft hanger at the local airport that I rent.  Hangers are very much in demand with a big waiting list.  As such, my nephew can't imagined why I'm not paying much more because of the demand, more revenue for the city that owns them.  He says it should be a case of the city raising, raising, raising rental rates until they finally are not getting rented, and then keep it right at that level.   Unfortunately, my nephew, from a business perspective, is absolutely right.  And that is what NCL is probably doing.  That's business and profits.  And you're right...new cruisers is what it is all about...not us.   

I read that in another post.  I guess that doesn't surprise me much because people probably book far in advance, what is the comparison to other years?

 

I also had to ask why so much marketing lately?  TV ads regularly.  Flyers in mail weekly. Heck, DW got 3 yesterday alone.

[newmexicoNita]

21 hours ago, shof515 said:

 

Carnival Cruises sail out of New York and there is a tax on alcohol when purchased on board the ship until it reaches international waters. The same thing happens when Carnival sails out of Texas. Royal Caribbean is the only cruise line that i read about that has no alcohol port tax during embarkation day 

It is important to make sure facts are correct or gripes are before sending a letter. I agree with you: most lines are charging the tax on drinks. It isn't their fault the tax are required. Yes, there was a time when the cruise lines did not, but this is changing and the cost is so little, why bother to complain. That becomes nit picking and complaints go out the window when we start nit picking.

To all of those who are so unhappy and think writing a letter will accomplish anything, just go to any cruise line forum on CCand you will see similar complaints: maybe not the liquor changes but the nickel and diming gripe. Does this mean we like it? Absolutely not. For those who want to write letters,  it is a good way to vent, but don't expect things t change, especially when, like the poster you think listing so many gripes at once will impress the management. One or two at a time is a better way to handle the concerns. Those of us who have worked behind the scenes dealing with customer service problems understand this. 

[newmexicoNita]

20 hours ago, ColeThornton said:

It's way too long, they won't give a crap and don't have to when the ships are still going to sail full.

you hit the nail on the head, not to mention, when sending a letter of disappointment in a product a few positives should be added. No one in corporate cares about how many other lines you have cruised, the fact you were in management back when or how many cruises you have taken.

[SeaShark]

5 hours ago, Cafedumonde said:

 

Lol.  That "silent" lost customer is me (and my family).  So we are out here making a difference, living large on other lines.   Unfortunately, now I have to figure out how to unload these cruise next certificates.  

 

Exactly. What they really fear is the "silent" lost customer...not the whiners.

 

To put it another way...

 

FDR made changes that people do not like. When the people complain, write letters, and explain what they are upset about, FDR has the OPPORTUNITY to adjust his strategy. (IIRC, at one point he said in an interview that he wanted to clear out the budget cruisers that NCL had attracted...people who worried over the cost of each and every little thing...and replace them with a more affluent group who wasn't as concerned about the cost of things).

 

However...the "silent" cruiser is lost business without an explanation as to why...when customers start disappearing without explanation, you don't "adjust", you replace. And if enough business disappears, the Board will eventually show FDR...and his policies...the door.

[c r u i s e]

26 minutes ago, SeaShark said:

.........the Board will eventually show FDR...and his policies...the door.

I don't see that happening soon, FDR does seem to be the board of directors' and shareholders' darling 😞 

[gmbhardy]

16 hours ago, c r u i s e said:

I don't see that happening soon, FDR does seem to be the board of directors' and shareholders' darling 😞 

 

I don’t know why. The stock continues to underperform.

[KateQ22003]

I don't agree with everyone saying this letter is too long. If it was addressed and sent to FDR I might agree, but this is going to the customer service department. It's their job to monitor the pulse of the cruisers. If I were in customer service, I would read every word of this letter. Twice.

 

[newmexicoNita]

On 1/23/2019 at 4:45 AM, dexddd said:

I read that in another post.  I guess that doesn't surprise me much because people probably book far in advance, what is the comparison to other years?

 

I also had to ask why so much marketing lately?  TV ads regularly.  Flyers in mail weekly. Heck, DW got 3 yesterday alone.

they have been doing marketing for years. We get NCL ads in the mail all the time, In fact one of our friends that used to own this house still gets NCL ads here and she never sailed NCL. Also TV ads are not new. They go in spurts. The company advertises on TV for a few months, then you do not see their ads for months or years. Now 3 flyers in one day, that must be a record. 

[newmexicoNita]

1 hour ago, KateQ22003 said:

I don't agree with everyone saying this letter is too long. If it was addressed and sent to FDR I might agree, but this is going to the customer service department. It's their job to monitor the pulse of the cruisers. If I were in customer service, I would read every word of this letter. Twice.

 

You obviously never worked in customer service. Actually it would have been better to send it to Andy or someone up the ladder. Even then, it is too long and will never go past the person who reads it. Addressing one issue or maybe 2 might get some attention but when someone goes into detail about all that are making them unhappy, writes about how many cruises they have taken, the past work experience, and compares one company with another, the letter is a waste of time, except to vent. What does the OP expect NCL to do, go back to the old pricing? Of maybe do like another line does, not offer the option to pay extra for a particular brand. You can not pay extra, without buying a much more expensive booze package. Don't get me wrong, I hate the change as well and think it stinks, but I also know what types of letters get satisfactory action and which do not. 

[KateQ22003]

34 minutes ago, newmexicoNita said:

You obviously never worked in customer service. Actually it would have been better to send it to Andy or someone up the ladder. Even then, it is too long and will never go past the person who reads it. Addressing one issue or maybe 2 might get some attention but when someone goes into detail about all that are making them unhappy, writes about how many cruises they have taken, the past work experience, and compares one company with another, the letter is a waste of time, except to vent. What does the OP expect NCL to do, go back to the old pricing? Of maybe do like another line does, not offer the option to pay extra for a particular brand. You can not pay extra, without buying a much more expensive booze package. Don't get me wrong, I hate the change as well and think it stinks, but I also know what types of letters get satisfactory action and which do not. 

I have worked in customer service, and do so now. They have customer service departments for a reason. You think they pay those folks to sit and not read letters they receive? Then what do they do? Every thought their customers have is crucial; that's customer service 101. No letter is EVER a waste of time if it opens up eyes to the pulse of the consumer.

[dexddd]

8 minutes ago, KateQ22003 said:

I have worked in customer service, and do so now. They have customer service departments for a reason. You think they pay those folks to sit and not read letters they receive? Then what do they do? Every thought their customers have is crucial; that's customer service 101. No letter is EVER a waste of time if it opens up eyes to the pulse of the consumer.

Nope, if Nita says you never worked in Customer Service, it must be true.

[newmexicoNita]

13 minutes ago, KateQ22003 said:

I have worked in customer service, and do so now. They have customer service departments for a reason. You think they pay those folks to sit and not read letters they receive? Then what do they do? Every thought their customers have is crucial; that's customer service 101. No letter is EVER a waste of time if it opens up eyes to the pulse of the consumer.

Oh for heaven's sake, I didn't say the letter would not be read, I said no action would be taken. Of course they are read and as a retired customer service manager, I know how the system works. A good,legit complaint is addressing and hopefully some resolution is reached.. The long letters are read and forgotten. Maybe  response, a very generic one at that is sent. The two things that will get little attention is 1-too long with too many complaints all at once and 2-the one that threatens not to us the product anymore.. A letter like she wrote will not open up anyone's eyes. What do you think her letter accomplished? She never did anything except complain. There is nothing NCL could have done or any complaint they could have helped solve. She already said, I like other lines better than yours. For me, there is nothing more to say on the topic. It is over and we are not going to solve the problem she has. Not you, not me!!!!

[erdoran]

So everyone on this topic that is criticizing OP's letter - if you agree with OP, why not write your OWN letter instead of telling her what to do?  Seems common sense that if NCL gets a LOT of letters with the same complaint, that complaint will be taken more seriously than a single letter, no matter how perfect that single letter is.

[mjkacmom]

50 minutes ago, KateQ22003 said:

I have worked in customer service, and do so now. They have customer service departments for a reason. You think they pay those folks to sit and not read letters they receive? Then what do they do? Every thought their customers have is crucial; that's customer service 101. No letter is EVER a waste of time if it opens up eyes to the pulse of the consumer.

Short and concise is complaint letter 101.

[DMH15]

Read the book, "Shocked Appalled and Dismayed".  Open with a positive, state negative(s), close with a positive.   Letter should fit one page.  No smaller than a 10 font.  

[gmbhardy]

3 hours ago, newmexicoNita said:

You obviously never worked in customer service. Actually it would have been better to send it to Andy or someone up the ladder. Even then, it is too long and will never go past the person who reads it. Addressing one issue or maybe 2 might get some attention but when someone goes into detail about all that are making them unhappy, writes about how many cruises they have taken, the past work experience, and compares one company with another, the letter is a waste of time, except to vent. What does the OP expect NCL to do, go back to the old pricing? Of maybe do like another line does, not offer the option to pay extra for a particular brand. You can not pay extra, without buying a much more expensive booze package. Don't get me wrong, I hate the change as well and think it stinks, but I also know what types of letters get satisfactory action and which do not. 

 

As a customer service professional why don’t you write a form letter on the issue that everyone could copy and paste over their own signature and send to NCL.

[BlueLadyBlue]

We booked two Princess cruises last year after comparing prices, perks with NCL.  We were sorry to do that as we have enjoyed NCL in the past but we were very happy with Princess so will be looking at them more in the future.  Will also look at MSC as we are platinum on NCL and they offer “status match”. 

So after our next cruise in April, our feet and our $$ are going elsewhere.

 

Edited January 24, 2019 by BlueLadyBlue

[luv2kroooz]

On 1/23/2019 at 7:50 AM, SeaShark said:

 

 

 

FDR made changes that people do not like. When the people complain, write letters, and explain what they are upset about, FDR has the OPPORTUNITY to adjust his strategy. (IIRC, at one point he said in an interview that he wanted to clear out the budget cruisers that NCL had attracted...people who worried over the cost of each and every little thing...and replace them with a more affluent group who wasn't as concerned about the cost of things).

 

Aw man, I love this strategy! Lets rip off and gouge affluent people. They can afford it, and might enjoy being gouged. I don't know too many affluent people that enjoy being ripped off on a regular basis.  I wonder why more businesses haven't thought of this, first. Or maybe they have, and failed miserably.

 

The fact remains NCL is the entry level (budget) brand for Norwegian Cruise Line Holdings.  Many of NCL passengers are budget-minded, working class folks, that spend their hard earned money to enjoy a vacation. It is the Carnival of Carnival Corporation and the Royal Caribbean of the RCL Group. When a think about upscale cruise lines, I think Silversea, Cunard, or Regent Seven Seas and Oceania (which are part of  NCL Holdings).