Open letter to NCL

To whom it may concern.

We wish to complain in the strongest possible terms at the service offered during our Civil Ceremony occasion onboard the Norwegian Epic on Monday 23rd April 2018.

What should have been an amazing day for us was ruined by the stress caused and upset caused by a lack of interest, a lack of communication, Penny pinching and blame shifting by various representatives of NCL and Royal Ocean Events.

We did not get the service expected or required for the large amount of money we paid.

Sunday 22nd April.

(1)We boarded the ship on Sunday 22nd April, arriving at 1130 with the 25 guests that we had paid for as our wedding party.

There was no priority boarding given.

(2)We made our way to customer services onboard at approximately 1230 and deposited a wedding cake. At the same time advising we were due to meet a wedding planner. Was advised the wedding planner would contact us when she was available.

(3)At approximately 1630 we collected the mentioned cake from customer services, and again asked about meeting the wedding planner. Again, advised she would contact us when available.

The day played out, and we took part in lifeboat drill and enjoyed the ships excellent facilities before returning to our cabin around 1800hrs.

There was no messages left and we stayed in the cabin waiting until approximately 2000hrs before going to dinner, immediately followed by a show.

(4)After the show, approximately 2305hrs we went to customer services to express our concern and to find out what was happening. The girl initially knew nothing about it, but called for help and two group service co-ordinations came out to meet us.

They were Giannina Pedraza and Iulla Borodkina.

NOT Ligaya Dagasdas and Marina Caparros as we had been advised.

Only one really spoke.

She explained they had tried to contact us and left a message. (It transpired they left a message at 2035hrs).

I was angry explaining we had attempted contact twice and waited etc and they explained they were not actually wedding co-ordinators (as we had been led to believe) but group co-ordinators and they had been very busy and had a large group on board as well as college and other groups etc.

Being blunt, this should not be my concern. We paid a premium price for this service.

(5) I made it clear to them that we should not be expected to wait in on the off chance they may call. And would it not be common sense that in the evening, especially the night before our service, that guests would be out maybe having dinner, socialising and enjoying the ships facilities?

(6)it continued to go downhill. They explained they had it all under control and had the vows especially for us, all sorted. They proceeded to show us a A4 sheet set of vows which showed no resemblance to anything we had submitted, and referring to myself as my partners WIFE.

I was becoming more and more angry at the incompetence being shown.

(7)The ladies stated they had no record of the details we had sent to Jade Cockrill at Ocean events. There was information on the food ordered. No information on the music or detail.

We agreed, due to the late hour to reconvene the following morning at 0930 and bring our IPad to evidence and share what we had requested.

It was stressful, it was awkward and it was unprofessional and not the service we had been promised.

Myself only slept maybe two hours that night, worrying solely caused by my lack of trust or faith that any work had actually been put in to this by NCL and Ocean Events coordinators.

It only got worse.

Monday 22nd April-ceremony day.

(8)This morning, we had to forgo our planned lie in and stress free morning, in order to take my IPad to the coordinators so that they could get the vows etc. which they say had not been sent on.

This took ages as the ships office internet went down, so the coordinator took photographs of the details I had sent.

We were then advised to be in the Manhattan Room for 1145 and everything would be fine.

(9) The service went well, the room looked good.

The pianist was amazing. The Officer introduced himself and conducted a good service. The words we had chosen for exchange of rings were not read, but that was not his fault, but the fault of NCL/Ocean Events.

That was very disappointing.

We had no more contact or conversation with our so called dedicated coordinator so could not address this. She had gone without even a congratulations or ask if we needed anything else.

(10) The guests stayed for drinks and to sign our guest book.

The book had not been put out as our request, but left on a table in a carrier bag. Luckily we rescued this situation before our guests left. Most embarrassing.

The food was served and was amazing as were the serving staff who were lovely and worked hard.

There was no bar as we had been promised and asked for, but the staff did take orders of drinks. This had not been communicated to us in any way, so some of the guests were going outside to the main bar.

All in all, with no sign of the coordinators at all, the guests were happy.

(We were very angry and upset).

(11) we had dinner booked for 27 in The Manhattan Room. One big table had been requested and we had been advised had been approved. We had also requested that some family members would go a bit early and place wedding favours/hearts/name cards on the table.

We arrived at 1900hrs and out of courtesy I thought I would confirm with the Manhattan welcome staff.

They had no record of a 1930 booking but did have a 1915 booking for 32.

She said she could give me 15 minutes grace.

I was exasperated at this stage and angry, but knew it was not her fault. I did explain the booking had always been 27, and the time always 1930, and it was not grace. It was due to the incompetence of Ocean Events.

When I then said about the favours, they were too busy, the tables were not ready and maybe five minutes before they could go in.

The whole situation just got worse.

(12)At 1920hrs, my mother and sister were allowed to go in.

The promised large table was three separate tables. Not acceptable.

My mother at 69, my sister were helped by kind NCL waiting staff and at least were able to make it two tables, by moving chairs/tables etc.

They had not completed this til 1940hrs, and subsequently my mother became unwell.

(13)The horrible farce continued, when the coordinated came down and asked if there was a problem, and why we had not gone in yet.

I don’t know how I remained calm, but explained the awkward situation they had once again put us in due to the sheer incompetence.

It was obvious, I would have had more response, talking to the dog.

(14) Dinner was served as two separate tables. Table one had completed their meal before table two were served. All guests just sat where they could, and months of planning were rendered useless.

The food was excellent though as always.

The staff delivered the cake to the table with a song, which again was lovely.

Our planned one and a half hour meal took three hours, due to delays in service of the main course, desert and coffee.

Drinks service had to be requested as no one took orders.

Coffee service was requested three times, by the time it came, half the guests had moved on to the planned Epic Beatles show we had all planned to go to.

It just appeared like we were an added unplanned convenience.

The planned speeches were unable to be made.

At the end of a very stressful and ruined day for myself and partner, we returned to our warm cabin.

We were greeted by warm champagne and warm strawberries. We were not hungry, it had obviously been delivered late and forgotten.

Tuesday 24th May

(15) At 1330hrs we put in our grievance to the ships senior house manager at Guest Services. Unfortunately, we did not get the courtesy of a reply or even an acknowledgement. Again disappointing.

Many of our guests went to Priscilla that evening. We had been advised we could not reserve seats to sit together, so we sat where we could to this fantastic show. My mother sat next to a lovely family who’s son is NCL staff and was in the show, they had lovely central reserved seats.

We left the ship on Wednesday 24th April in Rome, with memories of our worst 3 days onboard a Norwegian ship in over 180 combined Norwegian nights at sea.

The ship and crew were excellent. The food and entertainment were amazing.

We feel let down by NCL’s partnership approach with Ocean Events.

And bearing in mind, we do not have the option of other companies to use at sea, we feel like we were not given the service we were promised in any way whatsoever.

I appreciate, the coordinators had a group of 300 also onboard, but frankly that should not have been my problem.

The photo in a frame never materialised. We ticked to decline to buy any photo packages, but still expected our one framed photo from the package.

No canapés were forthcoming.

The remainder of the passed trays (and there was a lot) was not delivered to our stateroom that evening.

No care, attention or interest was given to us whatsoever.

We chose a NCL due to being loyal customers and enjoying all our past experiences with the cruise line.

We felt we had trust in the brand and always felt until now that you delivered.

I would very much like this to be investigated as we feel wholly let down and do expect some form of recompense.

The literature stated that you would turn our dream wedding into a reality.

Instead the reality was that it was a nightmare caused by incompetence, apathy and poor communication by Ocean Events and NCL partnership.

Thank you.

Sent from my iPad

You might want to send your letter to Royal Ocean Events as well, since it seems like they really screwed up.

Thanks. I have done. I still love NCL, and truly believe it is mainly ocean events, but they are working in partnership.

Best regards.

Jim

One correction Monday was 23rd and I really would have been a little more fact based your emotion comes through and I am not sure they will care . I would have asked for 50 % refund as you did that much work.

Welcome to Cruise Critic. Your first post was an interesting read (as most first posts of this kind are).

this is terrible and certainly not the service requested. But- the dining rooms, are not set up for one large table and it will always be smaller ones. I believe there is only one table of 16, and smaller. So, no way, one table was even a possibility in the Manhattan room.

Contact NCL and Royal Oceans Events. Neither work here.

To whom it may concern.

 

We wish to complain in the strongest possible terms at the service offered during our Civil Ceremony occasion onboard the Norwegian Epic on Monday 23rd April 2018.

What should have been an amazing day for us was ruined by the stress caused and upset caused by a lack of interest, a lack of communication, Penny pinching and blame shifting by various representatives of NCL and Royal Ocean Events.

We did not get the service expected or required for the large amount of money we paid.

 

Sunday 22nd April.

(1)We boarded the ship on Sunday 22nd April, arriving at 1130 with the 25 guests that we had paid for as our wedding party.

There was no priority boarding given.

 

(2)We made our way to customer services onboard at approximately 1230 and deposited a wedding cake. At the same time advising we were due to meet a wedding planner. Was advised the wedding planner would contact us when she was available.

 

(3)At approximately 1630 we collected the mentioned cake from customer services, and again asked about meeting the wedding planner. Again, advised she would contact us when available.

The day played out, and we took part in lifeboat drill and enjoyed the ships excellent facilities before returning to our cabin around 1800hrs.

There was no messages left and we stayed in the cabin waiting until approximately 2000hrs before going to dinner, immediately followed by a show.

 

(4)After the show, approximately 2305hrs we went to customer services to express our concern and to find out what was happening. The girl initially knew nothing about it, but called for help and two group service co-ordinations came out to meet us.

They were Giannina Pedraza and Iulla Borodkina.

NOT Ligaya Dagasdas and Marina Caparros as we had been advised.

Only one really spoke.

She explained they had tried to contact us and left a message. (It transpired they left a message at 2035hrs).

I was angry explaining we had attempted contact twice and waited etc and they explained they were not actually wedding co-ordinators (as we had been led to believe) but group co-ordinators and they had been very busy and had a large group on board as well as college and other groups etc.

Being blunt, this should not be my concern. We paid a premium price for this service.

(5) I made it clear to them that we should not be expected to wait in on the off chance they may call. And would it not be common sense that in the evening, especially the night before our service, that guests would be out maybe having dinner, socialising and enjoying the ships facilities?

 

(6)it continued to go downhill. They explained they had it all under control and had the vows especially for us, all sorted. They proceeded to show us a A4 sheet set of vows which showed no resemblance to anything we had submitted, and referring to myself as my partners WIFE.

I was becoming more and more angry at the incompetence being shown.

 

(7)The ladies stated they had no record of the details we had sent to Jade Cockrill at Ocean events. There was information on the food ordered. No information on the music or detail.

We agreed, due to the late hour to reconvene the following morning at 0930 and bring our IPad to evidence and share what we had requested.

It was stressful, it was awkward and it was unprofessional and not the service we had been promised.

Myself only slept maybe two hours that night, worrying solely caused by my lack of trust or faith that any work had actually been put in to this by NCL and Ocean Events coordinators.

 

It only got worse.

 

Monday 22nd April-ceremony day.

 

(8)This morning, we had to forgo our planned lie in and stress free morning, in order to take my IPad to the coordinators so that they could get the vows etc. which they say had not been sent on.

This took ages as the ships office internet went down, so the coordinator took photographs of the details I had sent.

We were then advised to be in the Manhattan Room for 1145 and everything would be fine.

 

(9) The service went well, the room looked good.

The pianist was amazing. The Officer introduced himself and conducted a good service. The words we had chosen for exchange of rings were not read, but that was not his fault, but the fault of NCL/Ocean Events.

That was very disappointing.

We had no more contact or conversation with our so called dedicated coordinator so could not address this. She had gone without even a congratulations or ask if we needed anything else.

(10) The guests stayed for drinks and to sign our guest book.

The book had not been put out as our request, but left on a table in a carrier bag. Luckily we rescued this situation before our guests left. Most embarrassing.

The food was served and was amazing as were the serving staff who were lovely and worked hard.

There was no bar as we had been promised and asked for, but the staff did take orders of drinks. This had not been communicated to us in any way, so some of the guests were going outside to the main bar.

All in all, with no sign of the coordinators at all, the guests were happy.

(We were very angry and upset).

(11) we had dinner booked for 27 in The Manhattan Room. One big table had been requested and we had been advised had been approved. We had also requested that some family members would go a bit early and place wedding favours/hearts/name cards on the table.

We arrived at 1900hrs and out of courtesy I thought I would confirm with the Manhattan welcome staff.

They had no record of a 1930 booking but did have a 1915 booking for 32.

She said she could give me 15 minutes grace.

I was exasperated at this stage and angry, but knew it was not her fault. I did explain the booking had always been 27, and the time always 1930, and it was not grace. It was due to the incompetence of Ocean Events.

When I then said about the favours, they were too busy, the tables were not ready and maybe five minutes before they could go in.

The whole situation just got worse.

(12)At 1920hrs, my mother and sister were allowed to go in.

The promised large table was three separate tables. Not acceptable.

My mother at 69, my sister were helped by kind NCL waiting staff and at least were able to make it two tables, by moving chairs/tables etc.

They had not completed this til 1940hrs, and subsequently my mother became unwell.

(13)The horrible farce continued, when the coordinated came down and asked if there was a problem, and why we had not gone in yet.

I don’t know how I remained calm, but explained the awkward situation they had once again put us in due to the sheer incompetence.

It was obvious, I would have had more response, talking to the dog.

(14) Dinner was served as two separate tables. Table one had completed their meal before table two were served. All guests just sat where they could, and months of planning were rendered useless.

The food was excellent though as always.

The staff delivered the cake to the table with a song, which again was lovely.

Our planned one and a half hour meal took three hours, due to delays in service of the main course, desert and coffee.

Drinks service had to be requested as no one took orders.

Coffee service was requested three times, by the time it came, half the guests had moved on to the planned Epic Beatles show we had all planned to go to.

It just appeared like we were an added unplanned convenience.

The planned speeches were unable to be made.

At the end of a very stressful and ruined day for myself and partner, we returned to our warm cabin.

We were greeted by warm champagne and warm strawberries. We were not hungry, it had obviously been delivered late and forgotten.

Tuesday 24th May

(15) At 1330hrs we put in our grievance to the ships senior house manager at Guest Services. Unfortunately, we did not get the courtesy of a reply or even an acknowledgement. Again disappointing.

Many of our guests went to Priscilla that evening. We had been advised we could not reserve seats to sit together, so we sat where we could to this fantastic show. My mother sat next to a lovely family who’s son is NCL staff and was in the show, they had lovely central reserved seats.

We left the ship on Wednesday 24th April in Rome, with memories of our worst 3 days onboard a Norwegian ship in over 180 combined Norwegian nights at sea.

The ship and crew were excellent. The food and entertainment were amazing.

We feel let down by NCL’s partnership approach with Ocean Events.

And bearing in mind, we do not have the option of other companies to use at sea, we feel like we were not given the service we were promised in any way whatsoever.

I appreciate, the coordinators had a group of 300 also onboard, but frankly that should not have been my problem.

The photo in a frame never materialised. We ticked to decline to buy any photo packages, but still expected our one framed photo from the package.

No canapés were forthcoming.

The remainder of the passed trays (and there was a lot) was not delivered to our stateroom that evening.

No care, attention or interest was given to us whatsoever.

We chose a NCL due to being loyal customers and enjoying all our past experiences with the cruise line.

We felt we had trust in the brand and always felt until now that you delivered.

I would very much like this to be investigated as we feel wholly let down and do expect some form of recompense.

The literature stated that you would turn our dream wedding into a reality.

Instead the reality was that it was a nightmare caused by incompetence, apathy and poor communication by Ocean Events and NCL partnership.

Thank you.

 

Sent from my iPad

They messed up. Didn't provide what they said they would. I have always felt that a very short letter outlining the salient points works better than a long emotion filled letter. Not that you don't deserve to be upset it is just they probably just want the bottom line of what happened. And I partly agree that most people on this board have experienced similar upsetting and mismanaged events if not on NCL perhaps land based. It happens. It is not fun. Sorry this happened to you.

Wow. I'm so sorry this is how your marriage kicked off; someday, perhaps in the late 2020s, you'll hopefully look back and laugh (as we eventually did with our gaffe-stricken wedding day...try to imagine an unairconditioned venue in Aug, with molting animal heads on the wall and servers smuggling all the champagne out to their cars, which was only the beginning). Kudos to you both for being firm yet relatively calm, thinking about your family and friends.

Should you decide to give NCL another chance (sheesh, this has me really perturbed so I can only imagine your dissatisfaction), with another group celebration, I'd suggest booking a suite (outside of the Haven so your guests could visit whenever). A good concierge would run interference for you. But then who knew Ocean Events wouldn't?

But bottom line: CONGRATULATIONS!<3

Some of the happiest marriages start off with imperfections... Live , Love and Laugh often. Congratulations and best wishes for many years of happiness and Remember Don’t sweat the small stuff!

Sent from my iPad using Forums

My prediction is that when NCL gets this letter it goes right into the circular file because it is too long, repetitive, and wordy.

Can someone post a summary of the actual issues encountered?

Thanks.

Is reading the first sentence of each numbered paragraph that difficult? If so, here is the summary: NCL made a promise, promise was not kept.

Is reading the first sentence of each numbered paragraph that difficult? If so, here is the summary: NCL made a promise, promise was not kept.

I don't think so. Even as the OP said in later posts, it was the sub-contractor to NCL that dropped the ball.

I think the real issue is the fact that you paid a huge premium to have a reserved room for your vows. Beyond that, there didn't seem to be any special acknowledgement nor treatment that was anticipated and expected. I would focus on that as you pursue ratification in the experience.

Here is a possible way to escalate this to get a wider audience attention than this forum - might even make

"BREAKING NEWS" where NCL's attention will certainly be scrambling to make amends !

LINK: http://www.elliott.org/about-elliott-consumer-advocacy/

Contact Elliott for ombudsman assistance in this matter - almost 100 % sure of favorable results also note

LINK to NCL front office with phone numbers email etc.:

LINK: http://www.elliott.org/company-conta...uise-line-ncl/

Elliott publishes a column in a great deal of newspapers and other publications and has a way of encouraging

companies to resolve issues with positive results to the consumer.

The best of luck and come back later and tell us of the outcome !

Or just contact NCL and give them a chance to address it!

NOTE: in my post I provided the LINK to contact NCL with phone numbers mail and email contacts !

Repeating: http://www.elliott.org/company-conta...uise-line-ncl/

I think the lesson is that making plans like the OP did in advance for a wedding should be given some thought. NCL offers her an apology and explanation at best.

While it was quite long, I think the details might help others down the road.

Unless the Host takes thread down, I would like to see more empathy for OP.

Let us all at least wish her a happy marriage - which Maniacal Cruiser did do at the bottom of comment.

I don't think so. Even as the OP said in later posts, it was the sub-contractor to NCL that dropped the ball.

There was no choice of sub-contractor. It was decided by NCL.

NCL also made a performance promise. It doesn't matter how NCL chose to deliver the promise, the fact is it was not delivered.

There was no choice of sub-contractor. It was decided by NCL.

 

NCL also made a performance promise. It doesn't matter how NCL chose to deliver the promise, the fact is it was not delivered.

Again, read the thread. The OP even said it was on the sub-contractor. Regardless, folks are married, life is good and the future is bright.

I think the lesson is that making plans like the OP did in advance for a wedding should be given some thought. NCL offers her an apology and explanation at best.

 

While it was quite long, I think the details might help others down the road.

 

Unless the Host takes thread down, I would like to see more empathy for OP.

 

Let us all at least wish her a happy marriage - which Maniacal Cruiser did do at the bottom of comment.

Not that it matters, but I don’t believe there is a her in the original post.

Not that it matters, but I don’t believe there is a her in the original post.

Well I guess you could be right. I assumed the bride was upset as they are so than grooms.

But l hope the couple were not dealing with issues if they were same gender. NCL would be in the wrong then.

I never would want to get married on ship anyway as planning sounds like a nightmare. Perhaps this is why wedding chapels are disappearing.

Can someone post a summary of the actual issues encountered?

The people in charge of organizing the wedding missed a 12:30 appointment to discuss the details of the ceremony. When the couple finally found the organizers at 11 pm, they discovered that the organizers did not have a copy of the wedding ceremony the couple had customized, nor did they have the wedding music.

On the morning of the ceremony, the couple gave the coordinators a copy of their vows, but the wrong vows were read at the ceremony. The guest book was not displayed but the couple found it and set it up themselves. A promised bar was not set up, although drink orders were taken by waiters in the reception room.

The couple had booked and confirmed a single table for all 32 guests. This reservation was lost, although the restaurant tried to accommodate them at 3 separate tables. Dinner was delayed as the couple's relatives combined three tables to two so the party would only be split in half. The two tables were not served at the same time, and the first finished before the second was served. The couple missed their wedding speeches due to the set up delays and the confusion in trying to serve such a large group without any notice since the reservation was lost.

After dinner, they went to see the Epic Beetles show. They were told they could not reserve seats to sit together, but discovered that other audience members had reserved seating.

I am really sorry your wedding was so stressful, and I hope they at least refund whatever ceremony fees you paid and possibly your cruise fare. And hopefully if anyone else tries to get married on NCL, they will learn from your unfortunate experience and designate a relative to double check all of the details ahead of time (I would have assumed this type of wedding would go pretty smoothly since you didn't have a large number of special requests. And the one thing you asked for that couldn't be accommodated - the one table at dinner - they should have told you ahead of time since you have no way of knowing what the restaurant's limit is.)

Is reading the first sentence of each numbered paragraph that difficult? If so, here is the summary: NCL made a promise, promise was not kept.

There was just so much overwrought drama to wade through.

I got to the part where the world stopped turning because a guestbook was in a bag instead of on a table, and wondered if there was an efficient summary.

Thanks to kitkat343 for providing just that.

OP, I agree with others, I almost couldn't continue reading because you were way to emotional and went overboard with a few of your comments; the guest book being one and you couldn't all sit together as requested. Heck when our granddaughter had a ship wedding the most we could have sitting together for meals was 10 I believe. That wasn't NCL by the way. I know this was an emotional time for you. I would certainly expect some form of apology but just when you write the letter, keep it simple and only hit the highlights. You might want to add, after hitting the highlights there were other issues as well. Be sure and let them know you are loyal to NCL and you want to stay that way.

Good luck, and now go on with your new life; many happy years may be ahead for you. I am about to celebrate 60 of them.

Congratulations on your wedding! I'm so sorry all that planning was useless, and clearly people dropped the ball. Hoping someone makes it up to you, as you deserve it. Nonetheless, here's wishing you many wonderful happy and healthy years together.