Manhattan Cruise terminal does not acknowledge Priority Embarkation for Joy

[Drumstix40]

We are on the Joy next Tues Aug 23rd.  Friends of ours also had a non haven suite. category SP.  They just returned from the Joy.  Upon their embarkation they showed two supervisor the document that clearly shows that category is eligible for priority embarkation & debarkation.  They did not care.  

Now we board on Tuesday.  We believe we will have the same issue.  If we are supposed to be entitled to a perk, why not take advantage of it. Any feedback on how to try to handle this would be greatly appreciated.  

[ChiefMateJRK]

15 minutes ago, Drumstix40 said:

Upon their embarkation they showed two supervisor the document that clearly shows that category is eligible for priority embarkation & debarkation.  They did not care.  

What document was that?

[phillygwm]

The last time I went out of Manhattan was pre-pandemic.  I recall Platinum and up got to board early; I assume Haven boarded even earlier.  On my two post-pandemic cruises, Platinum also boarded early, after Haven.  However, neither was on the Joy or in Manhattan.  I'll agree, I'm always at the terminal early (it's a Type A thing) so it's nice to board even 5 minutes earlier than everyone else.  I usually plan it out and I'm on a mission once I cross the gangplank:  Hit the lifeboat check-in, up to the pool deck to enroll in Premium Plus, finalize restaurant plans, then down to Internet Cafe to enroll in that (so I can use OBC,) then find a quiet bar (i.e. NOT pool deck.)  Maybe find a light lunch and my first glass of Champagne 🙂

 

As am aside, the new check-in procedure is so much better than the old "sit around and listen to announcements."  I'll be well acquainted with the spiel by the time I get on the ship.

 

As far as disembarkation, I usually don't avail myself of "preferred" and never found it to be that big of a deal.  I'll almost always carry my stuff off the ship.  I've never travelled Haven so I'd imagine that would be a nice benefit, down the freight elevators.

 

Did your friend say there was NO priority boarding at all, or just none for Category SP?

Edited August 19, 2022 by phillygwm

[CleverUserNameHere]

I can confirm, we sailed on the Joy out of Manhattan in May in a suite and our boarding passes clearly said "Priority" or something like that. We tried showing several workers our passes and asked where the "priority" line was and they said the only priority they recognized was Haven. It took us almost 3 hours to get through all of the lines to board.

 

I would recommend getting there as early as possible.

[Yodalicious]

22 minutes ago, phillygwm said:

The last time I went out of Manhattan was pre-pandemic.  I recall Platinum and up got to board early; I assume Haven boarded even earlier.  On my two post-pandemic cruises, Platinum also boarded early, after Haven.  However, neither was on the Joy or in Manhattan.  I'll agree, I'm always at the terminal early (it's a Type A thing) so it's nice to board even 5 minutes earlier than everyone else.  I usually plan it out and I'm on a mission once I cross the gangplank:  Hit the lifeboat check-in, up to the pool deck to .****enroll in Premium Plus, ****

finalize restaurant plans, then down to Internet Cafe to enroll in that (so I can use OBC,) then find a quiet bar (i.e. NOT pool deck.)  Maybe find a light lunch and my first glass of Champagne 🙂

 

As am aside, the new check-in procedure is so much better than the old "sit around and listen to announcements."  I'll be well acquainted with the spiel by the time I get on the ship.

 

As far as disembarkation, I usually don't avail myself of "preferred" and never found it to be that big of a deal.  I'll almost always carry my stuff off the ship.  I've never travelled Haven so I'd imagine that would be a nice benefit, down the freight elevators.

 

Did your friend say there was NO priority boarding at all, or just none for Category SP?

What is Premium Plus

[Drumstix40]

38 minutes ago, ChiefMateJRK said:

What document was that?

Posted on Jan 2022
Suite Categories:
Suite Categories - SP and SC on Norwegian Joy are entitled to Concierge Service for dining/ entertainment/ recreational activity reservations only. 

Guests in Suite Categories - SC and SP on Norwegian Joy receive a welcome letter signed by Concierge and General Manager providing Concierge’s office phone number which is available between 8:00 am – 8:00 pm to assist with making these reservations.

Additional amenities for guests staying in Suite Categories on Norwegian Joy - SP and SC include:

• Distinctive color key card
• Priority embarkation and disembarkation
• Nespresso coffee machine in the Suite
• F & B Amenity (2 X per week)
• Tranquility mattress
• Feather Pillows
• Feather duvet insert
• Oversized bath towels
• Waffle weave bathrobes
• Q tips
• Bvlgari Bleu Bathroom Products (shampoo, conditioner, shower gel, body lotion)
• Flatscreen TV
• Complimentary iTV

Tips for Butler and/or Concierge are NOT included in the daily service charge. We recommend guests consider offering a gratuity commensurate with services rendered.
 

 

[casofilia]

@Drumstix40

 

Two places:-

 

NCL Website

Bottom of page "Contact Us"

Guest Relations "After you Cruise"

 

But also

Katty Byrd | Senior Vice President, Guest Services
kbyrd@ncl.com 

[mking8288]

@Drumstix40  Assuming that you booked the SP (Family Inside Suite w the virtual balcony ... dual 720p HD screen w live feed, it's not 1080p or 2k) a while back - almost all the perks & benefits should be granted onboard.  Newer bookings since the beginning of 2022 no longer include these & reflected in the current descriptions on official NCL website, ESPECIALLY priority check-in and/or embarkation.  But, you might've still received nicely printed color luggage tags that say "Priority" in the mail (either by now or no longer being "issued") and you will most likely get "Priority Disembarkation" luggage tags and possibly, a farewell letter with what the Joy team can do with embarkation, up to the gangway at the front of the line.  

 

It's supposed to be a known problem both with Joy's onboard leadership/team as well as NCL Miami HQ, citing issues with the outsourced, shore-based contractors on the pier.  You "can" write or leave a message with the GM onboard and possibly get a follow-up response with the asst. manager or manager of guest services ... and possibly even a token OBC for your "trouble" & maybe also a bottle of house wine of their choice with a note.  No butler services and even though we booked 2 SP for our May cruise, never once heard from the assigned concierge ... never did we pursue help with reservations onboard; and, as stated in writing - butler services was never part of the bundled package deal.  Everything & anything needed, just go to your room steward ... we did get a visit from the head of housekeeping mid-way thru our cruise b/c of something else, not directly or indirectly related to our "suite" classification whatsoever.  The F&B amenity "treat" was the biggest laughing joke for us during the week ... could've done better by going upstairs to the buffet to get them fresh or pay a little to get more goodies from room services, afterall - we had quite a bit of non-refundable OBC to burn anyway.  

 

On the plus side, the size of these suites are truly spacious by NCL standard, nice - just not fancy unlike Haven, basic no-frills with superior beddings ... it's about the same size as the top tiered Haven 2 BR suite, minus the hot tub - just the double sink with bath tub & shower, like the ones in the mini (club balcony "suite" as renamed these days).  It was nice for 3 adults to be in one of these - the extra bathroom was most important to us, and even the smaller bedroom designed originally for larger family with children - is quite roomy & better than almost all the typical "Inside" staterooms onboard.  Think positive & make the best out of it ... 

[phillygwm]

10 hours ago, Yodalicious said:

What is Premium Plus

The upgraded drink package.  You can pre-enroll (as you can for Internet) but by doing it onboard you can apply OBC to the cost.

[SeaShark]

11 hours ago, Drumstix40 said:

We are on the Joy next Tues Aug 23rd.  Friends of ours also had a non haven suite. category SP.  They just returned from the Joy.  Upon their embarkation they showed two supervisor the document that clearly shows that category is eligible for priority embarkation & debarkation.  They did not care.  

Now we board on Tuesday.  We believe we will have the same issue.  If we are supposed to be entitled to a perk, why not take advantage of it. Any feedback on how to try to handle this would be greatly appreciated.  

 

Priority embarkation is called BEOFRE general boarding (when they call group 1, group 2, etc) begins. It is generally suite guests, those needing assistance, and high level latitudes. When you have priority embarkation you board with the appropriate group regardless of the boarding number you received.

 

If your friends arrived after this was called, then they missed it. If your friends showed a document to a supervisor "upon their embarkation" then they missed it as this occurs before boarding. If your friends showed this to a supervisor who has nothing to do with calling groups to board, then they missed it because they asked the wrong person. Sorry, but there isn't enough detail in what happened, when, and who your friends talked to for me to provide a better answer.

[vacation44]

11 hours ago, Drumstix40 said:

We are on the Joy next Tues Aug 23rd.  Friends of ours also had a non haven suite. category SP.  They just returned from the Joy.  Upon their embarkation they showed two supervisor the document that clearly shows that category is eligible for priority embarkation & debarkation.  They did not care.  

Now we board on Tuesday.  We believe we will have the same issue.  If we are supposed to be entitled to a perk, why not take advantage of it. Any feedback on how to try to handle this would be greatly appreciated.  

This issue has been an ongoing discussion since the Joy came to New York.    As we are also in a non-Haven suite for an upcoming cruise, I have communicated with K Byrd's office a few times over the last couple of months.   As Mking8288 stated, NCL is well aware of the situation and have stated they are trying to fix it, but, unfortunately, to no avail.    However, I would definitely e-mail her office.

 

There was another poster a few weeks back, Mike A, that gave a detailed account of how he handled it and we plan on taking his advice and handling it the same way.  

[mking8288]

@Drumstix40 - do share how your embarkation is being handled and good luck, bon voyage - hoping for a positive outcome, ship is sailing much fuller now than before but the onboard team do try very hard, some of the junior officers/alike that we met might still be on their rotation & vacation ... and not 95% familiar with this ongoing issue.  

 

We are going to be back onboard the Joy next month and going to "monitor" this - our Platinum friends are sailing as Casino at Sea guests along and we, being Sapphire, aren't staying in the SP this time (not sure if we are going to again, for other reasons) - we should get Priorities for checking in and boarding, not escorted unlike Haven, if we get there early & there's room in the roped off & designated "lounge" area, minus any refreshment or goodies.  

 

Priorities were difficult to sort out for the shore-based (sub)contractors - and cruises that're going to Bermuda had the extra screening "stop" for the TA checks, making it much worst ... after the "general" security screening first, with the third checkpoint for the "actual" check-in where Platinum, Haven & others get "sorted" out & directed by the "greeters" & they are often overwhelmed and under-staffed.  From what we observed in early May, even some of the accessible passengers were not given considerations to skip ahead to the front of some of the lines - inconsistent, period.  Some were helped but others were snaking thru the main line like the masses, not good.  

 

If your sailing has a good Roll Call going, you are on it and there is an onboard M&G, perhaps - make an effort to join them & see if some of the key officers, like the GM or the deputies are there, get their names/calling card ... and have a private conversation with them afterward and/or as a follow-up.  Let them know you ("we") are on and with CruiseCritic and it's an issue with NY Terminal and we aren't giving up ... not just with Byrd's Miami office.  Ship has plenty of staff roaming inside the terminal, including the concierge team - it's not as if they aren't seeing & possibly hearing about the chaotic situations in Pier 88.  

 

Again, be positive and enjoy the cruise ... on disembarkation morning, Mrs. M repeated the lines, must we get "rushed" off the ship again.  We are hate standing in long lines, anywhere.  

[graphicguy]

IIRC…..all “priority” boarding has a place for you to sit to wait and board.  Someone will come to announce you’re boarding in these “priority” areas when it is your turn.  Haven is different because all of those guests are escorted on in small groups.

 

I don’t recall anyone who looked at my reservations checking for or directing me to, any sort of priority boarding.  Signs are there identifying where they are, however.

 

I forget the priorities, but it goes something like….

 

1.  Haven

2.  Ambassador

3.  Diamond/Sapphire

4.  All the rest of Latitudes

5.  Non-Latitude guests

 

Honestly, unless you’re in the Haven or an Ambassador, the rest doesn’t really matter when you board.

 

You’ll hear when your group is called.  Just wait until you hear your group.

Edited August 19, 2022 by graphicguy

[wolft927]

I can not speak to New York, but in New Orleans, We stayed in a Haven and the only line that was different was once we got passed the Security Check point. We then went to a Haven check in, then to the Lounge and  waited to board. Haven was called first, then priority, then high level latitudes, and then priority. 

 

I am sailing on the Getaway in the haven out of Port Canaveral and I believe they actually have a separate entrance to the terminal for Haven Guests. I will soon find out lol

[ChiefMateJRK]

3 hours ago, mking8288 said:

If your sailing has a good Roll Call going, you are on it and there is an onboard M&G, perhaps - make an effort to join them & see if some of the key officers, like the GM or the deputies are there, get their names/calling card ... and have a private conversation with them afterward and/or as a follow-up.  Let them know you ("we") are on and with CruiseCritic and it's an issue with NY Terminal and we aren't giving up ... not just with Byrd's Miami office. 

Or just relax and enjoy your cruise once you are on the ship. 😎

[Peachypooh]

I talked to someone who looked official and he indicated that there was no Haven area in the Manhattan terminal and he had never heard of it. We just wandered around and found it LOL.

[scooter6139]

13 minutes ago, Peachypooh said:

I talked to someone who looked official and he indicated that there was no Haven area in the Manhattan terminal and he had never heard of it. We just wandered around and found it LOL.

 

I think it all depends on who you talk to, NCL employee's or port contractors.  The contractors can be super dense and uniformed in our experience at different ports.  We had Priority boarding at the LA port pre-pandemic and every person we asked didn't know what we were talking about, even after we got inside the tent area and could see the "Priority" line.  I even pointed at it and asked and the last lady (nice enough) said "I don't know".  

[The Shrike]

4 hours ago, wolft927 said:

I can not speak to New York, but in New Orleans, We stayed in a Haven and the only line that was different was once we got passed the Security Check point. We then went to a Haven check in, then to the Lounge and  waited to board. Haven was called first, then priority, then high level latitudes, and then priority. 

 

I am sailing on the Getaway in the haven out of Port Canaveral and I believe they actually have a separate entrance to the terminal for Haven Guests. I will soon find out lol

Please report back on that.  We're going out of Port Canaveral for the first time next year.

[kylenyc]

14 hours ago, mking8288 said:

If your sailing has a good Roll Call going, you are on it and there is an onboard M&G, perhaps - make an effort to join them & see if some of the key officers, like the GM or the deputies are there, get their names/calling card ... and have a private conversation with them afterward and/or as a follow-up.  Let them know you ("we") are on and with CruiseCritic and it's an issue with NY Terminal and we aren't giving up ... not just with Byrd's Miami office.  Ship has plenty of staff roaming inside the terminal, including the concierge team - it's not as if they aren't seeing & possibly hearing about the chaotic situations in Pier 88. 

Did this months ago. Doesn't sound like much has changed.

Edited August 20, 2022 by kylenyc