Norwegian Unresponsive to the Coronavirus in Asia

[JCopp]

54 minutes ago, jaapie said:

Anthem of the Seas Updates
February 8th, 2020 at 5:00 PM EST
We'll share our next updates tomorrow, February 9th at 9:00 AM EST.

 

Thank you for your patience and understanding throughout this situation, that is so challenging for all of us. As we previously shared, we received an update from the CDC. Unfortunately, due to the volume of tests they are conducting for Coronavirus, they will need the next 24-48 hours to complete the test. Given the timing, we are going to push the departure date to Monday in order to have conclusive results before sailing.

Our goal is to now set sail from Cape Liberty, New Jersey on Monday, February 10th at 3:00 PM EST. Boarding will begin at 11:00 AM EST and all guests must be onboard by 2:00 PM EST. Please see our revised itinerary.

 

DATES	DAY	ORIGINAL ITINERARY	REVISED ITINERARY
2/7	Friday	Cape Liberty, New Jersey	-
2/8	Saturday	Cruising	-
2/9	Sunday	Cruising	-
2/10	Monday	Orlando (Port Canaveral), Florida	Cape Liberty, New Jersey
2/11	Tuesday	Perfect Day at CocoCay	Cruising
2/12	Wednesday	Nassau, Bahamas	King's Wharf, Bermuda
2/13	Thursday	Cruising	King's Wharf, Bermuda
2/14	Friday	Cruising	Cruising
2/15	Saturday	Cape Liberty, New Jersey	Cape Liberty, New Jersey

 

You may be wondering why our itinerary changed from a Bahamas cruise to a Bermuda cruise. With a Monday afternoon departure, we wouldn’t arrive into Nassau until around 3:00 PM and would need to depart later that evening to make our way back to Cape Liberty – not a great experience. Given that our goal is to provide you with the best vacation possible, we made the decision to sail to Bermuda, where you’ll have more than a day and a half in port to explore. Plus, the weather forecast is looking favorable in Bermuda during our visit.

We know how much you were looking forward to beginning your vacation, and we cannot apologize enough for the impact this situation has caused. But we can try to make up for it. 

Should you chose to join us, our updated compensation is:

• A 50 % refund, which will be added to your Onboard Account as a refundable onboard credit.

• And, because we know that this is not how any of us wanted this to go, and we want you to give us another shot, we will be also provide you with a 50% future cruise credit.

• In addition, if you purchased an internet or beverage package, unlimited dining package, or pre-paid your gratuities, you’ll receive a prorated refund as a credit for the 3 days your cruise was shortened by to your Onboard Account.

• Any pre-purchased Royal Caribbean International shore excursions for the impacted ports will also be refunded to your Onboard Account.

All credits applied to your Onboard Account can be used anywhere onboard, and any unused credits will be refunded back to your credit card on file about 3 – 5 business days after the sailing ends.

If you choose not to sail, we completely understand and you may cancel and receive a full refund. You do not need to do anything to cancel, no need to call or contact us for this, as we want to make it as easy for you as possible. If you do not show up to the pier, we will understand that you decided not join us and we will automatically process your refund. You should see it on your account 3-5 days after our updated departure.

If you decide to sail and are local, we ask that you please relax at home and make your way to the cruise terminal on Monday. If you flew in, we’ll assist you with hotel accommodations up to $200 USD per stateroom, per night. If you decide to cancel, and flew in, we will assist you with air change fees to get you back home. We will cover $200 USD per person for domestic flights or $400 USD per person for international flights. Please send your receipts to RoyalGuestRelations@rccl.com for reimbursement. And lastly, if you booked your airfare with us and choose to cancel, we will help you reschedule your return flights home.

As promised, we will continue to keep you informed and will share an update with you tomorrow at 9:00 AM EST, even if there is no new news.

Thank you for your understanding and cooperation as we ensure your safety and wellbeing.

 

 

Another good example of a company taking care of its customers. Great job Royal Carribean! I will be sailing with you later this year. Norwegian never again!

[Lou33]

34 minutes ago, mugtech said:

What is the latest on the Jade?  Are or were passengers being kicked off in Thailand so that the Jade can port in Vietnam?  We are scheduled to cruise RCI out of Singapore stopping in Vietnam, any Info would be helpful.

 

If you're on Quantum,  then you have the option to cancel.  What are you waiting for?

 

Yes, it appears that is what is happening in Thailand.

[Lou33]

My letter to Norwegian:

 

Katy, Harry, Andy,

 

Please Help!  Many passengers who are booked on the Jade February 17 sailing have serious concerns about their safety, and the high risk that our cruise will be impacted by coronavirus in some way.   I feel that this sailing is a "catastrophe waiting to happen".  At least two other ships have had confirmed cases of coronavirus.  The Diamond Princess has the 2nd most cases of any country.  The HAL Westerdam has no port for debarkation.  The virus cases are surging in Singapore.   Several countries are banning all cruise ships.  

 

We feel that we are being forced to take a cruise that is not safe and probably will not end well.  A few days ago a government official, possibly the surgeon general, was asked if he thought it was OK for Americans to take cruises in Asia.  His answer was "It's up to them to decide".  But NCL is not giving us a choice.  

 

If NCL will not cancel this cruise, then please give us the "option" to cancel!  Even if it is only for FCC.

 

Other cruise lines are really stepping up.  For example, the Royal Quantum Feb 15 sailing had a similar itinerary change to Jade, and they were immediately offered:

 

While we’re taking every precaution possible to avoid the spread of this virus and maintain a safe and healthy environment onboard all of our ships, it’s important to us that if you prefer to remain at home, you may do so. If you want to postpone your cruise and come back at a later time, we will provide you with a 100% Future Cruise Credit in hopes that you’ll join us again in the near future.

 

When Royal Anthem changed itinerary in New Jersey, the next cruise was immediately offered:

 

If you choose not to sail, we completely understand and you may cancel and receive a full refund. You do not need to do anything to cancel, no need to call or contact us for this, as we want to make it as easy for you as possible. If you do not show up to the pier, we will understand that you decided not join us and we will automatically process your refund.

 

Just today, it was announced that Malaysia is closed to cruise ships.  Guests already on board Millennium received the attached letter.

 

If the Jade should become the next Diamond Princess, people will be asking why passengers were not offered an option to cancel.  Please do the right thing and help us.  To put this into perspective.  If you had family members or close friends booked this cruise, would you want them to go?  Sadly, I don't know if anybody will even read this letter or if I will get anything more than a canned computer generated response.  

[mugtech]

59 minutes ago, Lou33 said:

 

If you're on Quantum,  then you have the option to cancel.  What are you waiting for?

 

Yes, it appears that is what is happening in Thailand.

Been in the Philippines since October, have round trip nonrefundable airline tickets.  In addition Cignal Cable and the NBA never came to an agreement this year, used to get two NBA games live every morning, so I got nothing better to do.

[EDLOS]

The domino effect continues as a friend on Cruise & Maritime world cruise emailed me that China port calls a month away have been canceled and replaced by 2 Japan ports and one So. Korea port, which going forward, are likely to be canceled as more countries cancel Cruise ship calls, particularly Japan which already has one (Diamond Princess) ship health care debacle anchored there. There is a major downside and not much upside  to NOT ban cruise ship landings.

[cassie55]

Everyone on the current Jade cruise who came from, stayed in or transitted China, HK or Macao were escorted off the ship yesterday and taken to Bangkok. 105 people in total.

 

It makes little sense. There have been 26 cases in HK but 40 in Singapore.  It seems to me that the risk of infection in Singapore is greater than HK. It even applied to those who just transferred at the airport.

[caneable]

Never fails to amaze me how swiftly the NCL oppo rush to champion their preferred line and batter NCL.  Frankly it helps no one.

If Norwegian’s approach to the Jade is as described here then I find their behaviour baffling.  As an intended future cruiser to Japan aboard Norwegian Spirit I was disappointed but encouraged by the e-mail I found in my inbox explaining that our back to back cruises in October had been cancelled.  On contacting NCL UK I learned that in addition to full refund of any fees paid, I would also receive goodwill gestures representing 10% of the cost of each cruise against any NCL cruise booked within the next 45 days and up to $300 against airline charges.  I accept the latter could have stung  but in our case a change of airports in part of our itinerary notified but not acknowledged by ourselves gave a loophole for change of schedule which qualifies for full refund.  So all in I was very impressed by NCL’s forward planning to alleviate risk to the staff of the Spirit and future cruisers on the ship.

However it seems odd that they should set up communication teams to spread this news among cruisers who are still some 6 weeks plus away from sail date but don’t seem to be addressing issues surrounding impending cruises in Asia.  I suspect that’s because they are wanting to rush arrange fresh itineraries for the Spirit ( I understand it will be based at Athens) in order to meet demand for displaced cruisers. But certainly the welfare and health of current staff out in Asia and impending cruisers should have come first.

I would hope that they will get all passengers on the Jade sorted out in the same way that they did for us on the Spirit.  That is full refund, plus goodwill gesture plus airline assistance, which should be far higher than $300 as folks about to get on a cruise in a matter of days have little chance of rearranging flights swiftly.  In addition any Cruise Next vouchers used as deposits should be reinstated as ours have been.

As far as our cruise has been concerned, NCL has worked superbly in our interests. Hopefully they will address their inconsistencies very soon.  Good luck to everyone due to be sailing on board Norwegian Jade.

Edited February 9, 2020 by caneable
Correcting spellchecker!

[hamrag]

11 minutes ago, caneable said:

Never fails to amaze me how swiftly the NCL oppo rush to champion their preferred line and batter NCL.  Frankly it helps no one.....

 

.....As far as our cruise has been concerned, NCL has worked superbly in our interests. Hopefully they will address their inconsistencies very soon.  Good luck to everyone due to be sailing on board Norwegian Jade.

 

Our cruise too....24 nights Cape Town to Singapore has been extended to 28 days and is now debarking in Athens. For that, we have a 50% cash refund on the cruise price paid (for 24 nights) and up to $300 air change fees. That means we have 4 days free cruising and 'free at sea'!

 

We think that is very generous, as we still have all but one of our original ports through the Indian Ocean, and then Luxor Suez Canal and Israel (2 days in each) as the new 'big hitter' ports. For the life of me, I do not understand such intransigence from NCL in relation to the Jade.....and this is now shameful.

[PhilBenz]

We are booked on the 17 Feb sailing of the Norwegian Jade and very disappointed that NCL is not offering full refunds. We have decided not to go, even if we have to kiss over $3000 goodbye. I read this morning that the Norwegian Spirit is cancelling their Asian itinerary, so all we can hope for is that the Norwegian Jade follows suit. As far as I can tell, we have no legal recourse to force reimbursement, so we are at the mercy of NCL's decisions.

 

I hate to knock NCL for this, because we have had nice experiences with them in the past. But NCL needs to know that this will be our very last booking with them or with any Carnival-owned cruise, unless they come through and allow refunds.

 

Contacting NCL is nearly imposssible. If anyone has an email contact for them, it would be much appreciated.

[mugtech]

2 hours ago, cassie55 said:

Everyone on the current Jade cruise who came from, stayed in or transitted China, HK or Macao were escorted off the ship yesterday and taken to Bangkok. 105 people in total.

 

It makes little sense. There have been 26 cases in HK but 40 in Singapore.  It seems to me that the risk of infection in Singapore is greater than HK. It even applied to those who just transferred at the airport.

What, if anything, is being given to these 105 being shipped to Bangkok? Refunds? credits? airfare?

[caneable]

15 minutes ago, PhilBenz said:

We are booked on the 17 Feb sailing of the Norwegian Jade and very disappointed that NCL is not offering full refunds. We have decided not to go, even if we have to kiss over $3000 goodbye. I read this morning that the Norwegian Spirit is cancelling their Asian itinerary, so all we can hope for is that the Norwegian Jade follows suit. As far as I can tell, we have no legal recourse to force reimbursement, so we are at the mercy of NCL's decisions.

 

I hate to knock NCL for this, because we have had nice experiences with them in the past. But NCL needs to know that this will be our very last booking with them or with any Carnival-owned cruise, unless they come through and allow refunds.

 

Contacting NCL is nearly imposssible. If anyone has an email contact for them, it would be much appreciated.

Hi PhilBenz, you have my sympathies, friend.  All I would say is this.  My wife has immunity issues and we were due to go to China this week.  We took the decision that we wouldn’t be going but didn’t declare it to our TA and sat tight hoping that events would overtake, as they did.  That company, cruise.co.uk, cancelled the tour three days later with full refund, which included cancelling a RCI cruise which did not declare as much as a week after.  Not so rapid response as some RCI fans would seem to have us believe.  Folks were beside themselves with worry and all we could do was offer sympathy.  My advice, leave that phone alone, you know what you want but you might not necessarily get it if you cancel too soon.  Best wishes, Steve

[PhilBenz]

10 minutes ago, caneable said:

My advice, leave that phone alone, you know what you want but you might not necessarily get it if you cancel too soon.  Best wishes, Steve

Thanks for the kind words. It doesn't feel right, but we are waiting, hoping for the situation in Singapore to get worse so that the Jade sailing is cancelled. I don't want to wish this disease on anyone, but NCL needs to step up. They can't seriously expect cruise passengers to risk their lives or a 14-day quarantine just to go on a cruise. We booked before this whole situation started, and now we are shaking our heads at the ludicrous "business-as-usual" policy that NCL seems to have adopted.

[ace2542]

10 hours ago, Lou33 said:

My letter to Norwegian:

 

Katy, Harry, Andy,

 

Please Help!  Many passengers who are booked on the Jade February 17 sailing have serious concerns about their safety, and the high risk that our cruise will be impacted by coronavirus in some way.   I feel that this sailing is a "catastrophe waiting to happen".  At least two other ships have had confirmed cases of coronavirus.  The Diamond Princess has the 2nd most cases of any country.  The HAL Westerdam has no port for debarkation.  The virus cases are surging in Singapore.   Several countries are banning all cruise ships.  

 

We feel that we are being forced to take a cruise that is not safe and probably will not end well.  A few days ago a government official, possibly the surgeon general, was asked if he thought it was OK for Americans to take cruises in Asia.  His answer was "It's up to them to decide".  But NCL is not giving us a choice.  

 

If NCL will not cancel this cruise, then please give us the "option" to cancel!  Even if it is only for FCC.

 

Other cruise lines are really stepping up.  For example, the Royal Quantum Feb 15 sailing had a similar itinerary change to Jade, and they were immediately offered:

 

While we’re taking every precaution possible to avoid the spread of this virus and maintain a safe and healthy environment onboard all of our ships, it’s important to us that if you prefer to remain at home, you may do so. If you want to postpone your cruise and come back at a later time, we will provide you with a 100% Future Cruise Credit in hopes that you’ll join us again in the near future.

 

When Royal Anthem changed itinerary in New Jersey, the next cruise was immediately offered:

 

If you choose not to sail, we completely understand and you may cancel and receive a full refund. You do not need to do anything to cancel, no need to call or contact us for this, as we want to make it as easy for you as possible. If you do not show up to the pier, we will understand that you decided not join us and we will automatically process your refund.

 

Just today, it was announced that Malaysia is closed to cruise ships.  Guests already on board Millennium received the attached letter.

 

If the Jade should become the next Diamond Princess, people will be asking why passengers were not offered an option to cancel.  Please do the right thing and help us.  To put this into perspective.  If you had family members or close friends booked this cruise, would you want them to go?  Sadly, I don't know if anybody will even read this letter or if I will get anything more than a canned computer generated response.  

I don't think they read each post. Reply directly to the NCL post like I did and might get a reply from them. They appear to change their position about sacking chinese staff after I replied to their post calling them out on it  although that part of their post may have been a typing error.

Edited February 9, 2020 by ace2542

[cassie55]

1 hour ago, mugtech said:

What, if anything, is being given to these 105 being shipped to Bangkok? Refunds? credits? airfare?

I don't know.  Due to the speed with which they were offloaded I sort of assume they booked them airfares home but that's a guess. No idea re refunds/FCC.

[AliciaandMark]

The NCL inconsistencies are completely baffling. Such a great response to all those booked on the Spirit cruises with what I would call very generous compensation and arrangements several weeks and months in advance of those sailings. No doubt all those passengers are grateful for the early heads up and the client centred response to the changes.
 

Why or why then do they remain so recalcitrant and headstrong on the current Jade sailings and treating their guests who are extremely stressed about their health and well-being as though they simply don’t matter at all. Their current communication to those guests includes advice that temperature checks will be undertaken on embarkation and every time they leave the ship and re-enter and in the event someone spikes a fever they will be disembarked and told to “open an insurance claim” no offer of refunds or FCC. NCL are well aware that there are no current insurance policies that cover this epidemic! So effectively what they are saying is sail at your own risk in a very high risk scenario knowing if it goes south you’re on your own! Of course this is anxiety provoking for their paid guests and such poor customer service!

 

It seems it’s been a luck of the draw approach to how NCL manage things and those sailing on the Spirit hit the jackpot whilst those sailing on the Jade got the boobie prize! 

[Atgatsea]

For the 2/6 Jade sailing:

1.  Unless NCL completely switched out the crew, some of them had recently been in Hong Kong,

2.  This crew has been in contact with other crew members and all passengers on the Jade.  
3.  We know by the number of people who were removed that the entire staff was not removed and that the majority of crew members remain,

4.  How many cruisers were removed?  How many were not removed who have been in contact with crew members who have recently been to HK?

 

Am I missing something or should the 2/6 sailing be shut down per NCL’s policies?

[Atgatsea]

41 minutes ago, ace2542 said:

I don't think they read each post. Reply directly to the NCL post like I did and might get a reply from them. They appear to change their position about sacking chinese staff after I replied to their post calling them out on it  although that part of their post may have been a typing error.

Are you referring to the typing error in the company name?  I saw a typo there in that there is an extra “n” between the “i” and the “e” in the last word in the company name.  Their name is Norwegian Cruise Lies...isn’t it?

[luv2kroooz]

Good morning. To anyone that may have interest in Jade's current or future sailing on Feb 17, according to marinetraffic the ship has timely departed Laem Chabang Thailand just about 1 hour ago. What is interesting to me is that the next port is currently listed as Laem Chabang Thailand with no estimated arrival time but the ship is sailing away from the port. Typically, this would reflect the next scheduled port of call with a stated arrival time. Maybe just a mistake but typically the next port of call is displayed.

Edited February 9, 2020 by blcruising

[Atgatsea]

13 hours ago, Masekr11 said:

Thanks, I sent an email to this address. Also sent one to Katty (kbyrd@ncl.com) and Harry Sommer (hsommer@ncl.com). Harry’s email came back with an automated message thanking me for reaching out and said Katty will be contacting me which I doubt is true. 

I sent an email to Katty at the address you found and it was not bounced back as undeliverable.  This must be a valid email address.  Thanks for finding these addresses, I am moving in to the others you found.

[nomad098]

3 hours ago, hamrag said:

 

Our cruise too....24 nights Cape Town to Singapore has been extended to 28 days and is now debarking in Athens. For that, we have a 50% cash refund on the cruise price paid (for 24 nights) and up to $300 air change fees. That means we have 4 days free cruising and 'free at sea'!

 

We think that is very generous, as we still have all but one of our original ports through the Indian Ocean, and then Luxor Suez Canal and Israel (2 days in each) as the new 'big hitter' ports. For the life of me, I do not understand such intransigence from NCL in relation to the Jade.....and this is now shameful.

 

Sounds like a good deal for you hamrag.

 

But in reality their not being that generous. The bean counters have probably worked out what is the minimum they can offer you to keep you on this cruise and still break even.

 

As the legal alternative if you booked in the UK/EU is a full refund plus compensation for the change of disembarkation port.

 

And the chances of filling your cabin at such short notice would be quite small unless they took a big hit on price, even then it would be difficult.

 

Plus the chances are cruisers will use NCL excursions in the new ports especially Egypt and Israel.

 

I would be curious to know what deals they have offered to non UK/EU customers as I know the US contract allows them to change disembarkation port without financial penalty.

 

 

 

2 hours ago, PhilBenz said:

We are booked on the 17 Feb sailing of the Norwegian Jade and very disappointed that NCL is not offering full refunds. We have decided not to go, even if we have to kiss over $3000 goodbye. I read this morning that the Norwegian Spirit is cancelling their Asian itinerary, so all we can hope for is that the Norwegian Jade follows suit. As far as I can tell, we have no legal recourse to force reimbursement, so we are at the mercy of NCL's decisions.

 

I hate to knock NCL for this, because we have had nice experiences with them in the past. But NCL needs to know that this will be our very last booking with them or with any Carnival-owned cruise, unless they come through and allow refunds.

 

Contacting NCL is nearly imposssible. If anyone has an email contact for them, it would be much appreciated.

 

I really feel for you in this situation.

 

I would like to point out that NCL is not owned by Carnival

 

I believe what NCL are doing is totally based on it's bottom line and not in the interest of it's customers.

 

But from what I have read it has done nothing legally wrong.

 

 

Edited February 9, 2020 by nomad098

[Georgia_Peaches]

14 minutes ago, nomad098 said:

I believe what NCL are doing is totally based on it's bottom line and not in the interest of it's customers.

But they are a for profit company whose bottom line matters.  They are in the very precarious position of balancing their financials with customer care.  Like walking on a tight rope...in unprecedented circumstances.  If you take a look at any cruise line board on CC right now, you'll find threads suggesting that the company is doing the wrong thing in the wrong amount of time and for the wrong reasons...preserving the bottom line.  I believe NCL and the others put the onus of taking care of the customer, on the customer...in the form of insurance.  Not saying it's right or wrong...just saying.

Edited February 9, 2020 by Georgia_Peaches

[ace2542]

1 hour ago, Atgatsea said:

Are you referring to the typing error in the company name?  I saw a typo there in that there is an extra “n” between the “i” and the “e” in the last word in the company name.  Their name is Norwegian Cruise Lies...isn’t it?

ha ha ha.

 

No you but your are probably right. But I was referring to the lines about not allowing any chinese/hong kong/macau to board any of their ships no matter when they had last been home which basically means they are fired. I am sure that was a mistake, they can't have meant that. They probably changed the posting because they caught the mistake or because the email they registered to cruise critic flagged up my direct reply.

[Atgatsea]

2 minutes ago, Georgia_Peaches said:

But they are a for profit company whose bottom line matters.  They are in the very precarious position of balancing their financials with customer care.  Like walking on a tight rope...in unprecedented circumstances.  If you take a look at any cruise line board on CC right now, you'll find threads suggesting that the company is doing the wrong thing in the wrong amount of time and for the wrong reasons...preserving the bottom line.  Not saying it's right or wrong...just saying.

Balancing financials vs. customer care - and not offering cruisers a refund/credit - demonstrates quite clearly that the health and safety of customers and crew is NOT their first priority as stated by then repeatedly in this post.  Their actions have contradicted their words many times which means they are lying to all of us in an effort to keep the fares of a couple of cruises.  This is why they are Norwegian Cruise Lies.

[perditax]

People are pretty happy with how RC is handling the Anthem situation, ditto Princess, who has it the worst right now ... assuming you disregard the cranks who seek out NYPost interviews.

[debshomespun]

NCL is definitely not looking out for their crew and guests.

 

1 hour ago, Atgatsea said:

For the 2/6 Jade sailing:

1.  Unless NCL completely switched out the crew, some of them had recently been in Hong Kong,

2.  This crew has been in contact with other crew members and all passengers on the Jade.  
3.  We know by the number of people who were removed that the entire staff was not removed and that the majority of crew members remain,

4.  How many cruisers were removed?  How many were not removed who have been in contact with crew members who have recently been to HK?

 

Am I missing something or should the 2/6 sailing be shut down per NCL’s policies?

 

This states it all right here.  We are booked on the 2/27 sailing which was booked way before the Coronavirus hit.  NCL has cancelled the Spirit due to the Coronavirus for months down the road could care less about their passengers booked on the Jade right in the middle of this mess.  This situation is prejudicial for all the passengers currently on the Jade or booked on the Jade 2/17 or 2/27 Sailings.

 

They could at the very least offer us an FCC, they still keep our money . . . 

 

Yes, we have insurance, but we all know it doesn't pay out in this situation with a pandemic.  

 

Under normal circumstances, I'd be elated to be going on my dream cruise.  Now, not so much, there's way to much anxiety with the possibility of being exposed either on the ship or at one of the port stops.  Having our temperature taken a couple times a day and if it's slightly elevated, getting the boot at the next port to try to figure out how to get home then possible quarantine for 14 days!!

 

Doesn't sound like a dream vacation, rather the nightmare from Hell!  All because NCL refuses to do the right thing for their passengers and are more concerned with their bottom dollar.

 

Obviously other cruise lines are doing this for their passengers.

 

Come on Norwegian Cruise LIES, actions speak louder than words!!  Let's see you stand up and really do what's right for your passengers!!

Edited February 9, 2020 by debshomespun