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Pain and Discouragement on Norwegian Cruise Lines
By Denise M.
My husband and I just returned from back to back cruises. I have been and he now are Latitudes members. We experienced issues on both cruises…the second cruise being the intense one.
On the 1st cruise on the sun (western from Miami), my husband and I decided to see what it was like in a casino. We were told that the slots were the easiest to try. We went to the main desk and signed up to get the $10 for $10 card for the game. We explained to her that we knew nothing about it and she said we’d be helped. My husband was given a pink piece of paper and showed VERY quickly how to juggle the 2 cards and a pin *. Before I got help, she walked away, so I tried to copy what I thought she said to do. After putting in the cards and pushing buttons for about 10 minutes it finally let me play. The next day we both had to toy with the combination and for whatever reason, I still couldn’t get in. Finally it told me I didn’t have a “pin” and to go see someone for help. With no one around I went up to the window and then found someone. I was then told that I shouldn’t leave my machine and that someone else was playing my money! I asked for a manager and and told him that the machine said to “GO” find help which I did. He also gave me the runaround. I finally took my card and slammed it in his hand. My husband and I said it wasn’t worth destroying the flavor of a cruise with this and vowed not to bother with casinos anymore.
Then we left the following Sunday (Jan 27 from Miami) on the Dawn. The water was very rough most of the trip and our first excursion should have been cancelled for it was a disaster! We signed up for the “Whale watching” experience. We got out to where the whales were being sighted and suddenly half the people in the boat began throwing up. Family members where yelling to go to the island and let them off the boat, so the guide turned the boat around and started back.
When we got back to the island, I was last off ( I have mobility trouble due to a recent knee surgery). I told the guide, “I would like to go out and finish so I can see a whale!” He answered with directions to the beach and said the boat ride was over. My husband and I were so stressed over the issue that we decided to just go back to the ship and went to wait for the next tender. It was THEN that we learned that the guide DID, IN FACT, take others back out and when the one little girl who was on earlier came back all in smiles because she “saw a whale”, my husband and I were livid!
Then when trying to get into the tender, it was my turn to get in and I looked down and there was, at least, a 2 foot drop to the step in the boat! I told them, “I can’t get down to that. I just had knee surgery. That’s too far down!!!” They responded, “Yes ma’am. You can do it” and they each took one arm and pulled me forward. Sure enough, I went down on my knee! I had to stand still until the intense pain went and I could catch my breath. Then they ask, “Oh, ma’am, are you alright?” I answered, “NO! I told you it was too far!”
I did all I could to keep from crying from the pain. It ruined much of the rest of my cruise as I couldn’t walk far to any where or enjoy the excursions
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like I should have been able to. I even had to be taken by wheelchair off the ship at the end of the cruise.
We filed a written complaint on board. You know what came of that???? We were given a 35% discount on that excursion and told that they were told that none of this had actually happened. Well we were standing right in front of the excursion desk with a group of others. Can you argue when total strangers came for the same reason? And denying issues seems to be practice for on one persons transport on another excursion, the vehicle crashed into something and the report came back for that as well that, “Nothing like that happened.” Besides that, when I asked about what they were going to do about my injury, I was told that the manager (excursion) was going to contact them about that again……I never heard a word back.
We asked why we even went out on the excursion and were told we could have cancelled (what and lose our money. It was the morning of the cruise...not 24 hours earlier). They also said they didn't know the water was so rough, yet it was rough enough several days later to cancel a different excursion because of possible unsafe tendering? Double standards, rules, management or protocol? There were sooooooo many people affected by this issue that I exchanged email addresses and gave the this planetfeedback web address to voice their opinion.
We have deposits on 3 more cruises/staterooms for upcoming cruises with other family members. Your response will determine what we do with these, and what our families decide to do.
First, we should be credited 100% on the Whale watching excursion. I am waiting for an appointment with my surgeon to see what damage was done to my knee and if they have to go back in and replace it this time or not. However, YOU SHOULD offer something considering the rest of my trip was tainted with pain and discouragement.
I have spoken highly about to dozens of people. I hope that can live up to the extensive praise I've shared all these years since I began sailing with you with my first husband.
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