Does NCL respond to customer letters? What are your experiences?

[SirDomino]

I am wondering if NCL will actually respond to customer letters sent to their Miami office?

 

Anyone write NCL and get a response? If so, what was the turn around time?

[ImADaneFan]

I have sent emails to the CEO, Kevin Sheehan and to Customer Relations. I emailed them last weekend and by 9am Monday I got a phone call from Kevin Sheehan's office. By noon, I had a call from the Customer Relations department. I was very impressed with the response time. I think that NCL was very concerned about the issues I brought to their attention, and worked to immediately address my concerns. I give them an A+

[njhorseman]

I have sent emails to the CEO, Kevin Sheehan and to Customer Relations. I emailed them last weekend and by 9am Monday I got a phone call from Kevin Sheehan's office. By noon, I had a call from the Customer Relations department. I was very impressed with the response time. I think that NCL was very concerned about the issues I brought to their attention, and worked to immediately address my concerns. I give them an A+

 

 

But that would mean there are better ways to deal with NCL issues than come on Cruise Critic and write a "poison pen" review under a fictitous name! :eek:

 

How could you make such an outrageous assertion? :confused:

 

:D

[fin]

My experience was astoundingly wonderful, but the individual who made it so is no longer associated with the firm in the same manner as when it happened.

 

Someday I really should write up the episode, which I have carefully not talked much about to preserve the confidentiality of the events.

 

I would only hope that people would have similar good luck with the crew in place today.

[JoJo1554]

I wrote a letter to the Miami office. I got a postcard in about a week telling me they received the letter and they were working on it. Then about 2 weeks later they responded to my letter. I was really happy with the outcome and they kept my business! Definitely worth the time to write the letter!

[CruisnGram]

My experience was the same. I wrote a letter and received a post card that it had been received and a response would be given soon. I actually hadn't expected a response as it was a letter praising NCL...the crew of the Dawn specifically. I did receive a very nice letter a couple weeks later thanking me for my comments about my experience and a request to let them know when I was sailing NCL again. I did just that and was pleasantly surprised to find a bottle of wine waiting for me in my cabin on my next trip.

 

CG

[DavidPatrick]

I wrote the home office with a problem that I had and recieved a phone call within days. We discussed the problem to our satisfaction and the responder sugested a slight upgrade to fix the problem at a more than fair price and everything was settled. Very professional, very personable, very intelligent response to a small problem. :)

[MT_DreamChaser]

After our Alaska cruise on the Star last May I wrote to NCL. I started my letter by saying:

 

"I am positive that with a company as big as NCL, you get many letters every day from customers complaining about their cruise experiences onboard NCL ships. The complaints range from substandard service to horrible food and the fact that customers didn’t like the ports their cruises went to. Luckily, this isn’t one of those letters."

 

I went on to say what I specifically enjoyed about the cruise and named each of the crew members who were anywhere from great to spectacular for our entire 6 person group. We booked inside rooms so it was the regular wait and bar staff along with our 2 cabin stewards that really stood out for the week.

 

This was my first cruise and I enjoyed it. A lot. I think it is just as important, if not more so, to say "thank you" when things go right instead of just speaking up when they don't go the way you hope for.

 

I got a phone call from someone within NCL thanking me for the letter and to let me know the crew members I had mentioned would hear about how much I enjoyed the trip and be rewarded for it.

 

The only downside is that I wasn't home when the call came so all I got was the message. The acknowledgement of my letter was more than I expected.

[taxgirl8900]

I am wondering if NCL will actually respond to customer letters sent to their Miami office?

 

Anyone write NCL and get a response? If so, what was the turn around time?

 

When we had our "episode" on the Crown 06/2006 hitting the coral reef, flooded cabin, loss of electronic equipment due to flood, etc... I wrote to NCL in Miami a slightly scathing letter. We received a postcard in about 10 days basically acknowledging that they received our letter then a phone call about 5 days after that (where I really really let the snotty guy have it) and then a follow up letter 5 days after that. So the response time if you are expecting one is pretty darn good. :cool:

[marelind]

I sent a letter after our 2007 cruises. We did a back to back to back: 7 day Alaska, 1 night Seattle/Vancouver, 4 day Pacific Coastal. We drove up to Seattle to start so we were on the road for 18 days. Consequently, we had a LOT of luggage. The problem came when we were supposed to get off in Vancouver. No one told us there was no baggage handling on a 1-nighter and my husband has emphysema! :eek: There was no way we could get all that luggage off the ship and through customs on our own. We asked for help several times and different people were dispatched to no avail. Finally, the deck "captain" came himself, wrangled our luggage all the way to the curb. He was wonderful, patient and compassionate. I wrote a letter mild on the complaint and heavy in praise of Hobdon (I think that's his name). I got a written response in about 2 weeks. I hope he got a raise or promotion. He was great!

[Sparkylok6]

I sent a letter along with my review that I posted on CC and received a letter back within 2 weeks.

[SirDomino]

I'm glad to hear all this!

 

I sent a letter to the NCL Miami office, and it has been 10 days (6 business days) as of today. I just want to know that they received it and that they would address it, but I also do not want to pester them.

 

So I guess I should be keeping an eye out for a post card in the mail within the next few days.

 

If I have still not heard anything by the end of this week, what is the best way to get in touch with them to followup?

[dznymom]

I wrote a letter to the Miami office. I got a postcard in about a week telling me they received the letter and they were working on it. Then about 2 weeks later they responded to my letter. I was really happy with the outcome and they kept my business! Definitely worth the time to write the letter!

 

That could be my response :) My timeframe was identical, and I also was very pleased with the outcome. It was after my first NCL cruise and I am so glad it all worked out because NCL is now my line of choice. If they had not responded it is unlikely I would have cruised NCL again. Now I have #4 booked, and every day I am looking for #5.

[maggiecatenjay]

Just curious... it seems from reading your posts that snail mail is 'the way to go' for contacting NCL. I wonder if the NCL procedure is similar for E-mails... I know where I used to work the 'paper' letters were addressed with more focus than e-mails... but that was a few years ago...

[SirDomino]

I sent a letter along with my review that I posted on CC and received a letter back within 2 weeks.

 

I am curious as to what their reaction to your review was? Did they actually care about your review? And what action did they take to address your concerns?

[Sparkylok6]

I am curious as to what their reaction to your review was? Did they actually care about your review? And what action did they take to address your concerns?

 

This is how they responded:

"We have taken the liberty of forwarding a copy of your correspondence to the Master of the M/S Norwegian Pearl, so you can be sure your kind words regarding the staff will be passed along and they will be recognized for their fine work."

 

No other mention of the review. I really didn't care if they responded about it - I wanted mostly to have the employees that made our cruise great to be recognized by NCL. It was a very upbeat review. I made mention of one minor glitch in their system for suite passengers upon embarkation, which I would think came across as constructive criticsm.

 

In my letter to them I pointed out the glitch and touched on it with an idea of how to solve it. The response letter from them did not address that item though.

[SirDomino]

Well, it has been 16 days since I sent the letter, as of today, and I still have not received any response to my phone, mail, or email address.

 

Does anyone know of an email address that I can use to contact them about the letter I sent to them?

 

Thank You.

[cruiseaddictColleen]

Can somene please forward the best address to use to get in touch with NCL??? Thanks

[halos]

I've written (review letters) to the Miami address and recieved phone calls and letters after each correspondence...usually within a week to 10 days.

[SirDomino]

I've written (review letters) to the Miami address and recieved phone calls and letters after each correspondence...usually within a week to 10 days.

 

Well I guess I will send the Miami office an email and perhaps call up my personal cruise specialist who also works in the Miami office to let her know.

 

I know they received the letter, and I am wondering why they have chosen to ignore it.

 

Perhaps it was a simple oversight?

[Giantfan13]

I read on this site about emailing the CEO if you have a problem. Well THAT nite, I did just that, and 10:00 the NEXT morning I got a phone call about my email, and before I could even state what the problem was (it was a minor thing), they informed me that they took the inititive and solved my problem. I couldn't thank them enough and I did email them back telling them so.

[SirDomino]

Well, I sent a letter on 4/18, then an email on Monday, and another yesterday and I have yet to receive any response.

 

Maybe they are all on vacation??? ;)

[llachance]

wrote a letter with positives and negatives on one of her (three Pride of America trips and she lives on Oahu) and received a week on the Pride of America for free (albiet an inside cabin) - her letter was by snail mail!

[SirDomino]

Just wanted to give an update that I have still not received an official response.

 

Sent the letter 4/17 (not 4/18 as I previously thought), and sent 5 follow-up emails and a follow-up letter. It has now been nearly 8 weeks without a response.

 

From what you guys are saying this is not typical, but I find it odd that they would ignore my correspondence completely.

 

I'm beginning to lose a little faith in NCL.

[smrtypnts]

I hope I only want to write a complimentary letter, after my cruise.