Filed a complaint with guest relations but still want to book more

[ellasmomanddad]

Wow. I've never read about passengers getting broken bones in rough seas, much less so many of them. Were you near one of the various storms?

 

Wonder if the cruise line charges to set those bones, or how that's handled.

We where in port sunday Monday and Tuesday with basically a closed port kings warf was there but nothing opened because of jose. Jose passes Tues but captain got worried about Maria which is just getting to nc now bermuda is west he had a three day window before he would get winds, so he drove thru jose a second time to nova Scotia to come back down to boston.

It's 500 to walk into the clinic no insurance accepted if you have trip insurance it is covered somewhat with reimbursement. And that's just the 2 hours I was there from 3am until 5am, I'm sure there is more.

[ellasmomanddad]

You are assuming that there were calm seas somewhere, which might not be the case. I wouldn't use this as a complaint, unless you have facts to back up where the calmer seas were and can prove that the Captain wanted to stay in rough seas.

We where in calmer seas then he took off with an announcement from the bridge, I think that's proof. Everyone enjoying bermuda water but far enough for casino to open from 6 until 8 then the captain says Maria is behind us so we are heading back into jose brace for rough seas. I'm sure they record those calls.

[NLH Arizona]

And for the record as for compensation I asked for dinner at la cucina while I was on board and I would buy the haven cruise next certificate and was told my problems had to be resolved by Florida. I'm not looking for a free cruise just loyalty

I think you would have probably gotten the dinner, and possibly more, if you wouldn't have waived that carrot saying you would purchase a cruise next certificate if you got X. Loyalty goes both ways and I don't know any company that consideres a customer loyal, if they will only buy something, if they get their demand for something free. I think your issue as far as getting your issues solved onboard the ship and possibly getting compensation might have been your delivery.

[NLH Arizona]

We where in calmer seas then he took off with an announcement from the bridge, I think that's proof. Everyone enjoying bermuda water but far enough for casino to open from 6 until 8 then the captain says Maria is behind us so we are heading back into jose brace for rough seas. I'm sure they record those calls.

OMG, you just said the Captain said Maria was behind you (do you know how many miles an hour she was traveling and when she would have been knocking on the ships door?). You would have rather had calm seas for a short time and then let Maria kick your butt. Unbelievable!

[ellasmomanddad]

I think you would have probably gotten the dinner, and possibly more, if you wouldn't have waived that carrot saying you would purchase a cruise next certificate if you got X

There should be a space in there or a comma the replis are coming in like rapid fire. What I'm saying is if they would have just addressed 1 thing with the dinner I'm walking out with my mouth shut and content with ncl, at least it would be something but they couldn't do that I was handed business cards so I did not purchase the certificate. I'm not an idiot I don't go around flashing cash for bribes. I also didn't tell the Butler and concierge they stunk to there face what's the point it gets you nowhere.

[cruiser1955a]

We where in port sunday Monday and Tuesday with basically a closed port kings warf was there but nothing opened because of jose. Jose passes Tues but captain got worried about Maria which is just getting to nc now bermuda is west he had a three day window before he would get winds, so he drove thru jose a second time to nova Scotia to come back down to boston.

It's 500 to walk into the clinic no insurance accepted if you have trip insurance it is covered somewhat with reimbursement. And that's just the 2 hours I was there from 3am until 5am, I'm sure there is more.

 

Jose was a category 1 at that time. Maria was a category 5, and still unpredictable as to what path it would take north. It appears that the captain made a prudent decision. I'm not sure that you could get compensated for that. It is peak hurricane season. Rough seas are the norm right now along the entire east coast. We had 21 ft waves 3 weeks ago on the Dawn. It would have been nice to have calm sea's, but it was nothing we didn't expect.

[ellasmomanddad]

OMG, you just said the Captain said Maria was behind you (do you know how many miles an hour she was traveling and when she would have been knocking on the ships door?). You would have rather had calm seas for a short time and then let Maria kick your butt. Unbelievable!

Yes I know exactly how fast Maria jose and every other hurricane move I'm from new england. The fact of the matter is you could ride a bike faster than a hurricane moves nice try though study a weather chart and come back to me.

[SeaShark]

And who do you complain to when the Hotel director is the problem?

 

Easy...Klaus or Denis, depending on the ship.

 

Whatever problem there was would be resolved....pronto.

[NLH Arizona]

Easy...Klaus or Denis, depending on the ship.

 

Whatever problem there was would be resolved....pronto.

I'm beginning to wonder if the OP didn't start complaining that the Captain didn't know what he was doing and then every other complaint went on deaf ears. I also think that the rude staff was because they said no to the OP's demands for freebies.

[SeaShark]

Once again trolls I DON'T WANT A FREE CRUISE. In fact that more helpful post say they might credit the shore excursion deal that would have been cheaper than dinner. I'm sorry you like getting capped on when you go out I don't enjoy it nobody goes to a car dealership pays for a new one and walks out with a used one for the same price get a grip be helpful no hostile.

 

I don't think calling people trolls because you don't like or disagree with their response is the way to go. You are complaining about treatment on the ship, yet you ask people for help and call them names?? :confused:

 

The shore excursion offer was that you would get $50 off of any NCL shore excursion (once per port). If you didn't take any shore excursion...whether because there were no port visits or the excursions weren't offered...then you can't take $50 off of nothing. Since you paid nothing for shore excursions, there is no amount to apply the credit against.

[garycarla]

We recently had a rough cruise between rough rough seas ( the blood vessels in my eyes broke from lack of sleep I can provide pictures for doubters) rude staff and not receiving perks we paid for. Nonetheless I'm sitting here going in between cc and ncl websites researching my next reservation without receiving a call back to address my issues.

Should I call ncl and tell them I'm prepared to make multiple deposits for future cruises depending on how guest relations handles my past cruise, or do I wait the 3 weeks for a call. For the record I would be a suite or haven guest exclusively would they handle me different with that knowledge.

 

there was a long thread here a week or so ago about filing complaints after getting home.

 

Bottom line from most folks? Talk to them while onboard. I have no doubt you had issues, but... well... put yourself on the other side of the desk...

[All-ready2cruise]

OMG, you just said the Captain said Maria was behind you (do you know how many miles an hour she was traveling and when she would have been knocking on the ships door?). You would have rather had calm seas for a short time and then let Maria kick your butt. Unbelievable!

 

I agree, just wow! In Sept/Oct 2015 we cruised around BI's and then did a TA, total days 25. On the first leg I saw someone (at least one person) taken off the ship on a stretcher or wheelchair every day for the first 3 days... stopped watching after that... We had great weather around the BI's but when we left Dover for Tampa Oct 6th while the weather wasn't too bad we were told that we were heading into TS Joaquin... oh goodie, NOT! saw so many broken bones, (casts) wrapped ankles and people leaving the dining room before starting their meals, it was sad.

 

Did the Captain do anything wrong on this cruise? Not in my opinion. He kept us informed of the strength of the storm, it was displayed on a map at guest services and we were made aware of our route being changed in order to miss the worst of the storm. Was it bad... waves were quite high.. the Star was fighting the good fight to stay as stable as possible but, if you didn't hold onto the rails when walking you could easily slip or trip or fall, especially on the stairs.

[ellasmomanddad]

I'm beginning to wonder if the OP didn't start complaining that the Captain didn't know what he was doing and then every other complaint went on deaf ears. I also think that the rude staff was because they said no to the OP's demands for freebies.

Like I said trolls no help just hostility.

I simply asked if you would book a cruise without hearing from guest relations about another issue. The issue was never about the thread posters turned into that.

So I guess the question should be what's the point of guest relations if your not allowed to call because cc trolls get there underwear stuck up there good when someone says ncl messed up. If you actually read my post I have never been unreasonable or disrespectful toward the line we had a bad cruise it happens, alot in the last 2 months on every line. I believe most people questioning me would be the first to pull DSC money if there was 1 single thing wrong I'm not doing that or trying to cheat anybody I just asked if I wait to hear from the appearantly forbidden guest relations before researching more ncl cruises.

[NLH Arizona]

I believe most people questioning me would be the first to pull DSC money if there was 1 single thing wrong I'm not doing that or trying to cheat anybody I just asked if I wait to hear from the appearantly forbidden guest relations before researching more ncl cruises.

I think you are totally incorrect. Most on here would have (1) understood that the Captain had the ship and passenger's best interest at heart and didn't intentially make their cruise rough, (2) would have gone to the Hotel Director with any issues that couldn't be solved by his staff, (3) wouldn't have tried to get a freebie by holding a purchase over their heads and (4) would not have punished the crew by removing the DSC.

[abe3]

I was sea sick before never asked for compensation.

 

 

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[Budget Queen]

Dawn 9/15 all injuries fwd aft

 

 

I was on this cruise, plus the one prior. Sorry, the op is way out of line, questioning the navigation ability of the cpt. The route DID get altered and no way did I find the sailing, that rough. I certainly slept just fine. Of course there is movement- it is water, but no where as dramatic as the claims.

 

I also did not find any rude staff but saw plenty of naive, demanding passengers. Lines at the Service desk, demanding something for free, clearly a no win for the staff.

 

Have no clue as well, as why the shore excursion credit couldn't be used? There were some cancellations but a lot of tours did go out. I enjoyed my touring ALL 3 days. It could be there was only 1 tour they wanted? Sorry, how it goes if you don't use it. You loose it.

 

Always 2 sides to every story.

[All-ready2cruise]

Like I said trolls no help just hostility.

I simply asked if you would book a cruise without hearing from guest relations about another issue. The issue was never about the thread posters turned into that.

So I guess the question should be what's the point of guest relations if your not allowed to call because cc trolls get there underwear stuck up there good when someone says ncl messed up. If you actually read my post I have never been unreasonable or disrespectful toward the line we had a bad cruise it happens, alot in the last 2 months on every line. I believe most people questioning me would be the first to pull DSC money if there was 1 single thing wrong I'm not doing that or trying to cheat anybody I just asked if I wait to hear from the appearantly forbidden guest relations before researching more ncl cruises.

 

Personally, I wouldn't call NCL and suggest that you'll book more cruises with them if they satisfy your, hmmm how should I say it??, demands?, is that accurate? If you aren't comfortable about the way you've been treated by NCL customer service then at least wait a while longer.

 

Also, I would suggest that after the huge disasters that have taken place recently, it is likely going to take quite a while for Vivian Ewert to catch up with the emails from disgruntled customers... remember you weren't the only passenger on this cruise... so just give it some time. Try to think of the positive things you like about NCL and if they don't add up for you... move on. There are lots of other cruise lines available. I had a wonderful cruise on MSC Divina over NYE this year and would cruise with them again no problem. But NCL is still my favourite.

 

Cheers

[ellasmomanddad]

I think you are totally incorrect. Most on here would have (1) understood that the Captain had the ship and passenger's best interest at heart and didn't intentially make your cruise rough, (2) would have gone to the Hotel Director with any issues that couldn't be solved by his staff, (3) wouldn't have tried to get a freebie by holding a purchase over their heads and (4) would not have punished the crew by removing the DSC.

I disagree with everything you said except number 1. Even if his intentions where good it doesn't make them correct 90% of airplane accidents are pilot error they didn't intend for it but it happened. When you get a suite or haven you recieve a letter concierge will handle everything they couldn't. Every honest person expects a return if they didn't recieve services. Check the boards on cc and there is more boards about avoiding DSC than there are about food.

[perditax]

I think you are totally incorrect. Most on here would have (1) understood that the Captain had the ship and passenger's best interest at heart and didn't intentially make their cruise rough, (2) would have gone to the Hotel Director with any issues that couldn't be solved by his staff, (3) wouldn't have tried to get a freebie by holding a purchase over their heads and (4) would not have punished the crew by removing the DSC.

 

 

Unfortunately, the way you phrased this is going to have incoming posters assuming the OP removed the DSC charges, which to my knowledge they did not.

[NLH Arizona]

Unfortunately, the way you phrased this is going to have incoming posters assuming the OP removed the DSC charges, which to my knowledge they did not.

I was responding to this comment from the OP: I believe most people questioning me would be the first to pull DSC money if there was 1 single thing wrong

[ellasmomanddad]

Personally, I wouldn't call NCL and suggest that you'll book more cruises with them if they satisfy your, hmmm how should I say it??, demands?, is that accurate? If you aren't comfortable about the way you've been treated by NCL customer service then at least wait a while longer.

 

Also, I would suggest that after the huge disasters that have taken place recently, it is likely going to take quite a while for Vivian Ewert to catch up with the emails from disgruntled customers... remember you weren't the only passenger on this cruise... so just give it some time. Try to think of the positive things you like about NCL and if they don't add up for you... move on. There are lots of other cruise lines available. I had a wonderful cruise on MSC Divina over NYE this year and would cruise with them again no problem. But NCL is still my favourite.

 

Cheers

Thank you for a reasonable response. Ncl being the favorite is why I asked in the first place. The only reason I considered leaving was because so many people in the concierge breakfast and lunch said they had never been treated so poorly by the staff, which I said I attribute to the fact if I didn't sleep how could they we where on the same ship. The posters are trying to make it seem it's just me but like you said I wasn't the only 1 out there and if I'm the only crazy 1 I would have gotten a call back instantly which I didn't, don't, and never expected.

[phoenix1181]

We recently had a rough cruise between rough rough seas ( the blood vessels in my eyes broke from lack of sleep I can provide pictures for doubters) rude staff and not receiving perks we paid for. Nonetheless I'm sitting here going in between cc and ncl websites researching my next reservation without receiving a call back to address my issues.

Should I call ncl and tell them I'm prepared to make multiple deposits for future cruises depending on how guest relations handles my past cruise, or do I wait the 3 weeks for a call. For the record I would be a suite or haven guest exclusively would they handle me different with that knowledge.

 

I've been working customer service for over thirty years. When someone starts telling me what wonderful customers they are therefore I should do whatever it is THEY seem to think they deserve, I automatically shut down and do as little as possible.

 

For the most part, I have a lot of flexibility and can do a lot for those who deserve it but I don't respond well to threats and I'm not the only one in this line of work that feels this way. Play nice & you're much more likely to get something. Demand, threaten, or tell me how loyal you are therefore you deserve something extra and I'll give you the bare minimum.

 

I would definitely rethink your approach.............

[ellasmomanddad]

I was responding to this comment from the OP: I believe most people questioning me would be the first to pull DSC money if there was 1 single thing wrong

Correct I did not, but so others know it was offered to passengers because the alarms where going off. Maintenence is considered service so people complained and DSC refunds where offered, I was one that said no but many others on deck 10 certainly said yes and I'm sure none of them are on cc.

[ellasmomanddad]

I've been working customer service for over thirty years. When someone starts telling me what wonderful customers they are therefore I should do whatever it is THEY seem to think they deserve, I automatically shut down and do as little as possible.

 

For the most part, I have a lot of flexibility and can do a lot for those who deserve it but I don't respond well to threats and I'm not the only one in this line of work that feels this way. Play nice & you're much more likely to get something. Demand, threaten, or tell me how loyal you are therefore you deserve something extra and I'll give you the bare minimum.

 

I would definitely rethink your approach.............

I didn't have an approach that was the question how do I approach.

[Travel R]

You can try the hard-line approach, but honestly, unless your signature is not complete, it only shows one cruise on NCL prior to this one - which does not show much loyalty. Which means the customer rep may not fully believe you when you say that you will be booking three future cruises with them.

 

In addition, they may realistically also be thinking the following - if you had such a bad time on the last cruise - why would you want to book not one, but three future cruises with them?

 

On the other hand - customer service sometimes metes out compensation to people if they complain enough.