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Norwegian Sun Review

4.0 / 5.0
2,168 reviews

Disabled? Don't experience what we did. Be prepared.

Review for Alaska Cruise on Norwegian Sun
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Retired007
First Time Cruiser • Age 70s

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Sail Date: May 2009

In May 2009 my husband and I cruised with the NCL Sun.  My husband is mobility-impaired and uses a small electric cart which, up to the time of our cruise, has been capable of taking us any where we wanted to go.  Less than a week prior to going on the cruise we had the cart checked out and were assured it was in excellent condition and should not give us any problems. The only access to the outside decks of the Norwegian Sun was over door sills.  They were hard to do in the cart and I needed to accompany him to help push him through the doorways.  This could be explained as necessary on the lower decks, but the 11th deck had automatic doors leading to outside eating areas, but only high sill doorways leading to the pool area.  As my husband loves to sit outside and watch the passing scenery it was necessary that I was with him at all times. When we disembarked for our first stop at Juno, the angle of the ramp to the dock was sharp and jolted his cart severely and the cart stalled.  Although my husband managed to get the cart started temporarily it wasn't long before he could not get it moving again. I pushed him back to the ship and up the ramp.  As the problem seemed electrical I asked NCL personnel if I could rent, borrow or buy a screwdriver so we could fix the problem but was flatly denied.  The man standing behind me became very concerned and asked the NCL representative to show some compassion as we were stuck and needed a hand.  Although the representatives smile did not waver she flatly denied our request.  She did however, offer to rent us a wheelchair but we would have to pay the rate for the entire cruise. As we did not have the tool to check the equipment we had to take the wheelchair so at least my husband could get out of his cabin to eat.  At the last port, Skagland, we were able to purchase a screwdriver and found the wiring had been severed.  The nature of the breaks indicated that several jolts caused the wires to break.  We asked the NCL representative if we could access some electrical tape to complete the repair but were smiled at beautifully and flatly denied.  Fortunately there were some wonderful staff on the Sun (who we will not identify) who sympathized with us, and loaned us some masking tape and an old rubber glove as an insulator.  The cart was quickly fixed. We wrote to NCL about this problem with a list of 3 requests.a) a copy of their policy for creating a handicapped friendly environmentb) did they intend to make their ships more handicapped friendly?  If so when?c) a refund, in American dollars for the use of the wheelchair.  We would begrudgingly pay for the three days that we used it - although it should not have been necessary. We have received the following reply from them. 1.  they provide "reasonable accommodations for mobility impaired passengers" and "can provide the necessary tools, upon request".  "Please accept our sincere apology for any inconvenience."  They didn't send a copy of their policy so perhaps they don't have one. They "can provide tools" - but wouldn't.  And "any inconvenience" - well we missed touring Juno and had a very limited and awkward time exploring the other two stops while my independent husband had to be pushed in an inadequate wheelchair that caused him considerable physical discomfort.   My response also includes "reasonable accommodations for mobility impaired passengers"  Does that include showers that pour water over the bathroom floor leaving the showerer to slide over tile in 1/2 inch of water? And my husband has a falling problem. (To be fair, the assist bars were beautifully placed for a 5"10" man.)  Does "reasonable" include heavy cabin doors and no door stop which would enable to mobility impaired passengers to enter/exit easily?  And there were no trays available at the buffet to help me load and carry two meals.  And inconveniences.  At one port I had to push the wheelchair up a steep and crowded ramp to board the ship.  My long legged husband is 190 lbs and I'm a smaller retired person.  We made it because of the help of some wonderful fellow cruisers who pushed me pushing him, and braced me when we had to stop.    They advised that our "comments were forwarded to the management in the respective departments, so they (are) aware of your experience".  But that doesn't indicate that they are going to do anything about it.  Perhaps they all had a good laugh, I have no idea. The went on to say that  "we understand your disappointment, unfortunately, we are unable to honour your request for a refund for the wheelchair rental."  Unable???  Who is in charge of the wheelchair?   Well they say we learn from our mistakes.  I think that maybe NCL "Earn from their mistakes". The final kicker was the gesture of goodwill they offered.  My husband and I get $155.00 US each for cruise fares within the next 12 months with NCL.  Naturally it is subject to lots of terms and conditions.  (such as "Cannot be applied to...", "Not combinable with fare reduction...")  And then they said they "value our patronage".  Wow. I never would have put in a complaint but the denial of proper access to public areas, the denial of a small hand tool which resulted in the loss of independence for a passenger; and then for NCL not to take responsibility for their service inadequacies but to profit from them and dismiss them as an "inconvenience".   That I will protest. We don't take holidays to complain or receive special treatment.  We go to enjoy ourselves.  And we go because we want to see what is there.  We met wonderful people cruising.  They helped us through doorways and up ramps when we had the wheelchair, and then seemed so pleased when we got the cart working again.   Will we travel NCL again?  The food ranged from lousy to wonderful, some of the staff were wonderful, others we couldn't warm up to.  The buffet was a trying experience.  Crowded food bars, inadequate inside seating.  Often we had to eat outside as we couldn't get a table inside, so expect to eat some cold meals. Travelling NCL is simple.  Don't bother packing your good clothes and as there isn't a Captain's Dinner clean gardening outfits (no shorts or jeans) are sufficient.  If you want to dress for dinner be prepared to pay a cover charge.  We do plan on doing more cruising.  Maybe we will go NCL, if they are the only option to where and when we want to go.   Why am I submitting this?  I will never again let my husband or myself go through the humiliation and exertion we went through on this trip.  Before going NCL check on what is important to you and be sure you have everything you may need in case of emergency.  Be sure you are prepared to handle "inconveniences" by yourself as they may arise.  Don't rely on getting any assistance. 

Cabin Review

Not luxurious, but totally adequate.  We paid extra for a handicapped room to equip my husband's cart and were pleased with the amount of space - he could even get his cart into the bathroom.  We were disappointed that the shower water covered the entire bathroom floor making it slippery. The drains surrounding the shower seemed inadequate to remove the water properly.  As the wall tiles were stained near the floor we guessed that this was the way it always is.The over stocked bar fridge was not appreciated.  We would have prefered not to have alcohol in our room. 

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