First and foremost, the fact that the customer experience is not fluid from booking to post-cruise is ridiculous! I was traveling with 3 other girls. We all booked the cruise using one credit card to make things “easier.” Turns out that was a bad decision since Norwegian does what they want to do with the cards they have on file. When we went to the shore excursions desk to clarify an error on their part, they told us that there is nothing they can do on the boat since we didn’t book the excursion on the boat. After calling the “Customer Service” number they provided us, we were told that we had to “work things out amongst ourselves.” What if I didn’t have the money to “refund” my friend properly?? Why is Norwegian’s mistake now my problem??

Secondly, we didn’t discover that we had to “activate” our room keys for purchases on the boat until we were all trying to get a drink at the club on board. We went to Guest Services, where the person “assisting” us was very rude. At that point, we were told we were going to be charged an additional fee per day to cover gratuities and such. Why weren’t we told that we needed to “activate” our cards while checking in to the boat?? Why are we being told at that point that there is an extra fee which should have been included in the total paid when booking the cruise?? The response from Guest Services was that I should have read their website or my travel agent should have explained that to me. She then proceeded to have an attitude while activating all 4 of our cards.

Lastly, the racist and rude comments that were made by one of the waitresses in the Palace restaurant was the icing on the cake for me. I noticed a waitress arguing with some people at the table next to me. There was clearly a language barrier. The people at the table spoke Portuguese and I can speak Spanish, so I stepped in to try to help since the languages are similar. They kept telling her to calm down since she was clearly stressed. She told me that those Spanish people always come in one at a time and sit with their party when they feel like it, so she cannot do her job properly. Why is that my problem and why do you think that it is okay to say that to me?? The party advised me that there was only one person missing and they were prepared to order for that person. The waitress continued to be rude and showed no empathy for the fact that they didn’t speak English. I was totally disgusted by her attitude. Read more