UNBELIEVABLE Customer Service on the Jade - Do you have arthritis or bad knees?

This may only apply to very few folks, but if it helps even ONE person enjoy their cruise more then it will be worth posting.

I have severe mobility issues as a result of rheumatoid arthritis, and I especially have issues with my knees and getting up and down from most chairs/furniture. I cruise with a mobility scooter and a rollator with a very high seat - since most furniture on cruise ships is too low and impossible for me to navigate.

If you are familiar with the lounge chairs on suite balconies or in the Haven, you know they have a thin (couple of inches high) cushion on each chair. In the past, in order to use my balcony lounge chair, I have asked the room steward or butler to pile 3 or 4 of the thin cushions on one chair - which kinda worked, but not really great.

Anyway, I recently sailed on the Jade and mentioned this ongoing issue to the Access Officer onboard. She sent an email to the Executive Housekeeper, and 24 hours later I had this SPECIALLY MADE cushion delivered to my balcony! The onboard upholsterer created this for me - can you believe that? It is a waterproof fabric ZIPPERED cover over a cushion insert.

So, now that they have this cushion on the Jade, I wanted to share this info here in case using this cushion may be able to help someone else better enjoy their cruise! If you are in a suite and need a higher lounge chair - just ask the Access Officer Kat - she will remember the cushion and be able to locate it.

By the way, of course I asked for the name of the upholsterer and housekeeping supervisor that were involved in creating this so that - in addition to Vacation Hero cards - I could write a letter to NCL Corporate to commend them. But fate is funny. I needed extra assistance debarking the ship and the concierge assigned a young man to help me. When I saw his name tag - James Layug / Upholsterer - I almost fell over! I was so happy to have the opportunity to thank him personally and express my appreciation. (and yes of course I did for those who are wondering ;))

I truly hope this can help someone else the way it helped me! :D

That is wonderful service. Thank you for sharing.

Great story!

Brilliant, congratulations. I hope that upholsterers on other ships would do that too.

Great story and even better that you got to meet the upholsterer.

Awesome! I didn’t even realize they had on board upholsterers.

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Excellent! Thank you for this.

Outstanding! Thank you so much for sharing.

Love to hear a happy story - thanks for sharing.

Thanks for sharing.

Keith

Amen to this story!:)

Great story thanks for sharing.

This may only apply to very few folks, but if it helps even ONE person enjoy their cruise more then it will be worth posting.

 

I have severe mobility issues as a result of rheumatoid arthritis, and I especially have issues with my knees and getting up and down from most chairs/furniture. I cruise with a mobility scooter and a rollator with a very high seat - since most furniture on cruise ships is too low and impossible for me to navigate.

 

If you are familiar with the lounge chairs on suite balconies or in the Haven, you know they have a thin (couple of inches high) cushion on each chair. In the past, in order to use my balcony lounge chair, I have asked the room steward or butler to pile 3 or 4 of the thin cushions on one chair - which kinda worked, but not really great.

 

Anyway, I recently sailed on the Jade and mentioned this ongoing issue to the Access Officer onboard. She sent an email to the Executive Housekeeper, and 24 hours later I had this SPECIALLY MADE cushion delivered to my balcony! The onboard upholsterer created this for me - can you believe that? It is a waterproof fabric ZIPPERED cover over a cushion insert.

 

So, now that they have this cushion on the Jade, I wanted to share this info here in case using this cushion may be able to help someone else better enjoy their cruise! If you are in a suite and need a higher lounge chair - just ask the Access Officer Kat - she will remember the cushion and be able to locate it.

 

By the way, of course I asked for the name of the upholsterer and housekeeping supervisor that were involved in creating this so that - in addition to Vacation Hero cards - I could write a letter to NCL Corporate to commend them. But fate is funny. I needed extra assistance debarking the ship and the concierge assigned a young man to help me. When I saw his name tag - James Layug / Upholsterer - I almost fell over! I was so happy to have the opportunity to thank him personally and express my appreciation. (and yes of course I did for those who are wondering ;))

I truly hope this can help someone else the way it helped me! :D

Thanks for sharing.I have attended M&Gs and requested they add some sort of handicapped seating around the pool for those who are physically challenged. The House keeping director has always assured me this would be a good idea. It sounds in some ways, they are listening.

Thanks for sharing your story. I didn't know about access officers and the upholsterer is an unsung hero! Folks like these are the people behind the scenes that benefit from the undesignated service charge.

What a wonderful story! Thank you for sharing.

This is great.

When I sailed the Jade in 2015 the access officer was brutally useless.

So glad to see she was replaced with someone who excels at her job and who built a useful team to help guests.

Thanks for posting.

This is so great. Thank you for sharing.

What a wonderful story! Thank you for sharing!

What an amazing story! Thank you so much for sharing and I'm so glad you were able to meet the Upholsterer.

Great, positive post..thanks for sharing !!!

Thanks to all for such kind comments! :) I didn't know there were onboard upholsterers, either! And I never thought they would do something as generous as a custom cushion without prompting (I mean, who would even think or dare to ASK for a professional, custom solution like this??) I couldn't believe it.

And I was SO happy to get to meet the upholsterer and let him know just what an awesome DIFFERENCE he made in my vacation. Even with the letter I am writing to NCL, I would never have been sure that HE knew that the work he is doing truly touches peoples lives. It was an extra gift to me that I was able to thank him personally. :)

Great, positive post..thanks for sharing !!!

Forgot to ask OP...who was the ever so kind.. Head of Housekeeping on your cruise ?

Forgot to ask OP...who was the ever so kind.. Head of Housekeeping on your cruise ?

I really should have credited all folks involved in my original post! :) Below are the folks who worked together to make this happen for me (without telling me in advance.) The delivery of the cushion to my stateroom was done as a SURPRISE! :)

Access Officer: Katherine (Kat) Quiestas-Kabiling

Executive Housekeeper: Christopher Wright

Upholstery Team: James Layug and Benjamin Daag

And a big shout out to the other "elves" who knew about this but didn't tell me:

Concierge: Omar O'Besso

Butler: I Putu Suardika

Room Steward: Renato Suela (the BEST! :) )

An altogether awesome team that made my first Jade cruise a wonderful experience all around! :) (We shall not speak of the casino LOL)

Love your story. Thank you so much for sharing.

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I really should have credited all folks involved in my original post! :) Below are the folks who worked together to make this happen for me (without telling me in advance.) The delivery of the cushion to my stateroom was done as a SURPRISE! :)

Access Officer: Katherine (Kat) Quiestas-Kabiling

Executive Housekeeper: Christopher Wright

Upholstery Team: James Layug and Benjamin Daag

 

And a big shout out to the other "elves" who knew about this but didn't tell me:

 

Concierge: Omar O'Besso

Butler: I Putu Suardika

Room Steward: Renato Suela (the BEST! :) )

An altogether awesome team that made my first Jade cruise a wonderful experience all around! :) (We shall not speak of the casino LOL)

I have made note of the people involved. Like you I have a bad knee and have a mobility scooter. I will be sailing on the Jade in May for 22 days and will ask for the thicker lounge cushion. It will make my life a whole lot easier. Thank you for the information and for the post.:)