Interview Article - Del Rio's Shake Up Plans for NCL

[NLH Arizona]

I'm Platinum with NCL and some reciprocal benefits might be just the push I need to give Oceania and Regent a shot.

In a conversation with NCL last week, I asked the reciprocal question and was told they will be two different entities. I certainly hope that some day, I'll be able to use my Platinum or CAS benefits on either Oceania or Regent.

[barnacle_boy]

I was in a non-Haven suite in November and I did not have a purple card.

 

 

I described the system as it was designed to function. Results "in the field" will vary.

[sjbdtz]

NCL key card colors are not entirely random. The old system had silver cards for Haven suites and purple cards for non-Haven suites.

 

The new system, which went into effect a few months ago, maintains silver cards for Haven suites and purple cards for non-Haven suites, but also introduces orange cards for first time cruisers and turquoise cards for repeat cruisers.

 

The Haven cards are no longer platinum, they're white with beige accents and say The Haven in the corner. Much more discreet.

 

This is most recently from my cruise which ended earlier this month on Getaway.

 

.

[barnacle_boy]

The Haven cards are no longer platinum, they're white with beige accents and say The Haven in the corner. Much more discreet.

 

 

 

This is most recently from my cruise which ended earlier this month on Getaway.

 

 

 

.

 

 

You're right! I meant to put gold. It might appear beige, but it's supposed to be gold ;)

[Kortehgehn]

The Haven cards are no longer platinum, they're white with beige accents and say The Haven in the corner. Much more discreet.

 

 

 

This is most recently from my cruise which ended earlier this month on Getaway.

 

You're right! I meant to put gold. It might appear beige, but it's supposed to be gold ;)

 

That's interesting, does anyone have a picture of the new Haven cards?

 

We were just on the Breakaway last week and I think we had the silver cards. Although they did say Haven on them which I think may have been different from the previous cards. However, they might just be using the silver ones until they run out.

 

I did notice the new colored cards with the sand dollar on them. I didn't know that the new colors meant anything though, I just thought that the colors were random like before. I wonder why NCL would want to have visually different cards for first time cruisers. :confused:

[buckirj1]

But is it the kind of white and gold card that other people see as black and blue?

[LrgPizza]

But is it the kind of white and gold card that other people see as black and blue?

You win the forum today. Well done.

[HowardK]

I wouldn't leave sleep over any of this. Once EPS and revenue are down the board of directors will figure it all out and get a more appropriate leader.

 

If he doesn't think we spend enough on board there is money to be spent elsewhere. I haven't heard about anything adding to the experience itself

[sjbdtz]

But is it the kind of white and gold card that other people see as black and blue?

 

 

LOL. Doesn't matter how you 'dress' it up, this is how it looks in reality:

 

 

[DachshundsRule]

Here's another thought: right now NCL is competing directly against Carnival and Royal. DelRio may want to move up a little to avoid the "commodity" cruise business where everybody is cutting quality to keep cost down. The last thing he will want to do is have NCL compete with Oceania, since they already own that -- but there's a nice space in between at the Celebrity level. That would mean improving quality, adding more ports and some longer cruises (but still keeping plenty of 7-nighters). [breaking the week into 3- and 4-night cruises has not worked well for Princess -- remember the desperation of last year's promotion of 100% credit from those cruises on your next one.]

 

Totally agree with this. Celebrity's niche is uncrowded.

[SeaShark]

Here's another thought: right now NCL is competing directly against Carnival and Royal. DelRio may want to move up a little to avoid the "commodity" cruise business where everybody is cutting quality to keep cost down. The last thing he will want to do is have NCL compete with Oceania, since they already own that -- but there's a nice space in between at the Celebrity level. That would mean improving quality, adding more ports and some longer cruises (but still keeping plenty of 7-nighters). [breaking the week into 3- and 4-night cruises has not worked well for Princess -- remember the desperation of last year's promotion of 100% credit from those cruises on your next one.]

 

More than a thought, this has been NCL's business direction for some time now. Kevin Sheehan made it clear on numerous occasions that NCL wasn't competing with the Carnivals/Royals of the world...their intent was to transform NCL into a leader in the Premium Segment of the market. Considering FDR's experience, I see no reason why he would not want to continue on the path.

[Pikaia]

It took me a while to track it down, because I couldn't remember where I had seen it, but here's a link to a picture of the recently redesigned NCL key cards.

 

Link

 

They come in four flavors:

 

The Haven Guest - "Welcome To Your Sanctuary."

 

Guest suites - "Welcome To The Good Life."

 

Guests who have traveled with Norwegian - "Welcome Back Norwegian."

 

New guests - "Welcome, Norwegian First Time."

Edited March 1, 2015 by Pikaia
Edited to fix link. :)

[newmexicoNita]

I understand that some cannot take off from work for longer cruises, but we rarely book any cruise less than 12 days.

 

NCL was our first cruise line, but we have cruised seven cruises with Celebrity vs. five for NCL in the past five years since Celebrity has cruises all over the world. They have cruises in Australia/NZ, Asia, South America (NCL does now), the British Isles (NCL does now) and the Black Sea.

 

NCL does need to expand to longer cruises. Also, they need to consider more itineraries.

 

We will book a 7 day, but prefer 10 to 12.We don't want much longer, but do enjoy those couple of extra days.

[Travelcat2]

Pretty much every cruise line has an area that not everyone can go or an event that not everyone can go to, only suite passengers or some loyalty passengers.

On Celebrity, there is a dedicated lounge for suite and Zenith (their top tier loyalty program), there will also be a suite restaurant, there is also a Elite and Elite+ Captain's Club cocktail party nightly.....not everyone can go to these events or areas.

 

On Princess, there is a dedicated lounge for suite passengers, events for only their loyalty passengers...not everyone can go to these events or areas.

 

Royal Caribbean, there is VIP pool deck seating for suite passengers, private breakfast and lunch seating in specialty restaurant on certain ships, nightly cocktail party for Diamond customers....not everyone can go to these events or areas.

 

I could go on and on, but I'm sure you can figure out, that it is the standard on cruise lines. You pay more, you get more.

 

Yes, the cards are random colors. I've cruise the same ship in the same suite more than once and the key cards are different colors.

 

I don't understand why people are so upset over what others get, unless it is jealousy. I don't cruise in a Haven suite, just a regular old penthouse suite and I don't get to use the Haven area, but I could care less and have no issue with someone else getting to use the area. It is not that NCL is taking every passenger up to the Haven and saying, see this is what you can't have or introducing them to the Concierge, but saying you can't use them. I would even bet that the majority of the passengers have no idea that the Haven exists (on my last cruise, a couple pushed the button for the Haven floor and when it didn't work, because you have to have a key, they had to ask what was on the floor and you know what, it wasn't an issue for them, their comment was, well hopefully one day when we are older, we can cruise up there) nor do they have any idea that suite passengers, like me, can have breakfast and lunch in a specialty restaurant. Which, BTW, I rarely have in these restaurants, because I enjoy breakfast and lunch in the buffet.

 

[This "class" system as you call it is everywhere. It is in hotels, where there are dedicated concierge floors, where they get drinks and snacks for free, on airlines, where first class gets bigger seats, booze and meals, etc.

 

Would like to address the areas in bold above.

 

First I should say that I am still learning about mainstream and premium cruising as some people on this thread are learning more about luxury cruising.

 

On luxury cruise ships, there are no restricted areas for passengers - regardless of their loyalty status or suite in which they are staying. Boarding is first come - first served.

 

In terms of jealousy (good question BTW). I guess you could call me an anti-snob because we stay in top suites (used stay in lower level suites) and do not want to see anyone sitting around waiting to board for hours when they arrived before we did. We do not want priority tendering (not available on luxury cruise lines except for some cases of getting a disabled passenger onto the tender). We do want to dine to with every category of passenger on the ship -- not just people in the upper suites (talk about boring:D). This isn't just my feeling but that of many luxury cruisers. There are some luxury cruisers that select Celebrity or NCL because they want to receive such special treatment in areas like the Haven. That is their choice. For us, we want smaller ships and to have everyone treated with respect (regardless of which category they are staying in).

 

You are right about "class" systems in hotels, airlines, etc. I just cannot compare a cruise ship where you are living 24/7 for days at a time with an airplane or hotel.

Edited March 2, 2015 by Travelcat2

[eroller]

 

For us, we want smaller ships and to have everyone treated with respect (regardless of which category they are staying in).

 

 

 

 

I'm with you on this 100%. We certainly think alike in this regard but I respect everyone choices as to what best suits them.

 

I cruise a lot and I'm lucky in that I love variety and I could never be loyal to one line. I really enjoy the mega mass-market ships for all the innovations and amenities they offer along with the great entertainment, tons of dining options, and the overall vibrant feel they have. I equally love small luxury ships for the overall feeling of space, elegance, refinement, and exquisite service. Like TravelCat2, when I'm in the market for a luxury cruise experience I would much rather be on a cruise line and ship where the entire expertise is focused on the luxury experience and all passengers experience pretty much the same level of luxury on the ship. This is opposed to a mass-market ship with a luxury concept built in. While nice, it's just not quite the same to me. I do think it's great that mass-market ships offer such an experience to those that want it, but for me if I'm going to spend that kind of money I would rather sail on a 100% luxury ship.

 

This is not to say I haven't sailed in suites on mega-ships. I have but it's generally not because I was seeking a luxury experience, but because a deal was offered that was too good to pass up.

 

In any case it's great that there are so many choices out there these days. There is pretty much something that suits about every taste and budget.

[NLH Arizona]

[/b]

 

Would like to address the areas in bold above.

 

First I should say that I am still learning about mainstream and premium cruising as some people on this thread are learning more about luxury cruising.

 

On luxury cruise ships, there are no restricted areas for passengers - regardless of their loyalty status or suite in which they are staying. Boarding is first come - first served.

 

In terms of jealousy (good question BTW). I guess you could call me an anti-snob because we stay in top suites (used stay in lower level suites) and do not want to see anyone sitting around waiting to board for hours when they arrived before we did. We do not want priority tendering (not available on luxury cruise lines except for some cases of getting a disabled passenger onto the tender). We do want to dine to with every category of passenger on the ship -- not just people in the upper suites (talk about boring:D). This isn't just my feeling but that of many luxury cruisers. There are some luxury cruisers that select Celebrity or NCL because they want to receive such special treatment in areas like the Haven. That is their choice. For us, we want smaller ships and to have everyone treated with respect (regardless of which category they are staying in).

 

You are right about "class" systems in hotels, airlines, etc. I just cannot compare a cruise ship where you are living 24/7 for days at a time with an airplane or hotel.

 

Yes, I certainly do believe that some need to learn more about luxury cruising. You are totally incorrect, most luxury lines have either areas restricted to some passengers or priority embarkation and disembarkation based on their cabin type, loyalty status, etc. On Oceania, for example, suite passengers can embark at 11:00am, while veranda stateroom passengers watch them until 12:00. Cunard has different restaurants, depending on what type of accommodation you have. If I had more time, I'd point out the other suite/loyalty benefits the other luxury lines have. So it is not only Celebrity, NCL, Princess, RCCL, etc., it is the luxury lines that do it as well, but I'm sure being a seasoned luxury cruises you already knew it.

 

Some suite passengers want to be out with the general population of the ship, while others don't. It is your choice not to use any of the suite amenities, but don't put people down or say that it is wrong to have them, just because you don't want to use them. I cruise in suites on NCL and use only a few of the suite benefits, by my choice not because I'm anti-snob (to allude that customers that want to use the suite amenities are snobs, is quite offensive), but I have no issues with those that want to use it. I find your remark of only dining with "suite" folks to be boring to also be very offensive. How would you like it if someone in a suite said the same about those not in suites.....I'm sure you wouldn't like it and, because of your anti-snob attitude, would be quite upset with the comment. People are people, there are great people in all categories (from inside to suite) of staterooms and there are boring folks there as well. But I guess if you find it boring, you don't have to be in there talking to us "suite" folks.

 

I don't consider it a real "class" system, because anyone can purchase a suite and use the amenities if they wish. I see it more as, the more you pay, the more amenities you have and for those that complain, it is merely jealousy.

 

Some luxury cruisers might agree with you, but this luxury cruiser (have done more Crystal cruises, than NCL and Celebrity combined) doesn't.

Edited March 2, 2015 by NLH Arizona

[Emperor Norton]

What I remember most is his tenure at Renaissance Cruises, which built the 8 R-class ships. They tried to bypass travel agents completely to help eliminate their distribution costs. It was a disaster and pretty much spelled the end for Renaissance. Travel agents would not even mention Renaissance Cruises let alone book them. What I don't remember is if Del Rio joined Renaissance before, during, or after that debacle?

 

It's no surprise that he is very keen on Cuba, since that is his origin.

 

He's likes to raise prices while lowering the quality of food and service.

[hondorner]

He's likes to raise prices while lowering the quality of food and service.

Examples of lowering quality, please?

[Emperor Norton]

Examples of lowering quality, please?

 

This is probably a waste of my time but...

 

This is from Regent -

Allowed the food per diem to be below acceptable levels for a 'luxury' line (per the exec chef)

Cut the number of room stewards/assistants

Combined galleys so both those in the restaurant and ordering room service had to wait far longer for their food (average time for breakfast? 45 minutes for an English muffin and orange juice)

Sent experienced Regent staff over to Oceania, had the Regent customers pay their higher per diems to train green staff

Then there are the 'free' tours that cost more than they should

Jacked the single supplement to 200% yet won't give double OBC or airfare credit to a solo paying that 200% supplement

Edited March 2, 2015 by Emperor Norton

[old nutter]

It really is amusing at times watching Americans discussing the moral rights and wrongs of "Class". The more I read the more I realise the accuracy of the saying that we are two nations separated by a common language.;)

 

Class can have two completely separate meanings depending whether you are talking about things and places or people. Big cruise ships are microcosms of small villages/towns. In each there are lots of people who have different requirements and different resources (mainly cash). Within the town/village those resources buy different styles of living. For example there are fancy restaurants, mainstream eating houses, takeout/takeaways, superstores and corner shops, large and small houses and different styles and sizes of cars. Some of these things are open to all and some are restricted by being within gated communities, memberhip only or by having specific dress rules and so on. These things are all thing/place classes. The First Class zone on a train, reserved seating in a restaurant etc are also just examples of thing/place classes. The common denominator for all of these classes is how much they cost for the services they provide.

 

Large cruise ships also have differing thing/place classes bases purely on what the cruiser is prepared to pay for them. People class on the other hand is little to do with money, it is a way of life and a way of interacting with those around you. It is not even to do with how people dress, it is how you behave. I am sure everyone on this board will have met people with lots of cash to splash around who are truly obnoxious and display no class at all. In Europe, the French had a couple of words to describe these people. They referred to them as “Noveaux Riche” – people who had money and thought that alone elevated them to Upper Class.

 

What I think FDR is trying to say he wants to do is to cater for all types of people in his cruise ships, most of all, for the benefit of his company and shareholders and he wants to extract the maximum cash from all types of people by providing appropriate surroundings in which they feel most comfortable. He clearly wants to provide an environment where he can have those people who want to cruise in low cost places, those who want the middle road and who want more facilities and are willing to pay a bit more from them and also he wants to have high-end environments that cost a lot more but are attractive to those who want a top class environment. Looking at the demographics to do that he will need to provide a cruise ship that has more of the low price environments, less of the middle ones and fewer still of the top cost areas because that will be the mix of spending profile of his customer base. That means he has to have ships with restricted areas to suit the numbers of cruisers with the cash to spend in the way they want. Small specialist top-end cruise ships have to hope that there are enough people with the cash to spend on them to survive and that can be difficult in difficult economic times because they have not got room for those who want to spend less on their ship environment.. It is pure economics and demographics, not social engineering.. And it certainly is not about “people” class.

[xenagurl]

Interesting. I see his point but he sounds like he has a major chip on his shoulder and like he doesn't quite understand his customer base. He's stuck in luxury like mentality, but we'll see. Yes, I'll give him an extra $50 for an extra $50 OBC.

Edited March 3, 2015 by xenagurl

[Emperor Norton]

Yes, I certainly do believe that some need to learn more about luxury cruising. You are totally incorrect, most luxury lines have either areas restricted to some passengers or priority embarkation and disembarkation based on their cabin type, loyalty status, etc. On Oceania...

 

I have to disagree. First - Oceania is far from a luxury cruise (in price it might be). Secondly I've never seen any tangible benefits on SilverSea, Seabourn or Crystal based off room category. No early embarkation/disembarkation, nothing really tangible outside of room size and perhaps a butler. Perhaps this has changed since I've sailed Crystal/SilverSea. Even Regent gives you what outside the room? Just more restaurant reservations? A far cry from 'sorry you can't go here'.

 

Also, loyalty status has nothing to do with the type of line.

[NLH Arizona]

I have to disagree. First - Oceania is far from a luxury cruise (in price it might be). Secondly I've never seen any tangible benefits on SilverSea, Seabourn or Crystal based off room category. No early embarkation/disembarkation, nothing really tangible outside of room size and perhaps a butler. Perhaps this has changed since I've sailed Crystal/SilverSea. Even Regent gives you what outside the room? Just more restaurant reservations? A far cry from 'sorry you can't go here'.

 

Also, loyalty status has nothing to do with the type of line.

Sorry, but you named just a few luxury cruise lines....there are more than just those three.

[Emperor Norton]

Sorry, but you named just a few luxury cruise lines....there are more than just those three.

 

Does SeaDream give you anything? That's about it for American lines (are you counting the grills in Cunard?) unless you get into explorer type ships which I don't believe fall in the luxury category. Hapag Lloyd give some kind of massive benefit based on room? Precisely which lines were you alluding to?

Edited March 3, 2015 by Emperor Norton

[NLH Arizona]

Does SeaDream give you anything? That's about it for American lines (are you counting the grills in Cunard?) unless you get into explorer type ships which I don't believe fall in the luxury category. Hapag Lloyd give some kind of massive benefit based on room? Precisely which lines were you alluding to?

Not going to get into an argument with you with regard to what are luxury lines and not. I gave a couple of examples, if you don't agree, that is fine by me.