The staff were beyond impersonal. They are like magicians, appearing on stage at "show time", speaking into a microphone then getting whisked off through "crew passages". We spent six days on the ship as one of our ports was cancelled. We NEVER saw a crew member interact with a passenger other than from behind a microphone. On the last night the maitr'de stopped by our table for the first time. It was the first time all cruise anyone had said anything in a restaurant at all other than "do you want wine with that". As I said, we tried to contact the cruise director for four days and her only response was a card to say she was sorry they made the error and she hoped my daughter can participate for the last two cruise days. She never called us. In addition, although they were well aware we had a terrible time, they didn't even send my daughter so much as a birthday card. It was incredibly "procedural" and very unpersonal.
We went on this cruise to celebrate our daughter's 13th birthday. Despite their on board literature, they refused to allow her to participate in the activities with her age group. The only options they gave her were to spend the week in activities in the room with kids aged 5-11 or walk around alone. She spent the week walking around alone, which was not what we had anticipated in her birthday trip. On the eve of her birthday (the last day of the cruise) she was celebrating at an activity. At the stroke of her turning 13, they asked her to leave the party as it was for 18 and up. We tried to get them to honor their on board literature for four days before we got a response. On the actual day of her birthday we met personally with the hotel manager. His response was to offer an apology and a free dinner (you get dinner free every night) and a cake. The final straw was when he suggested she go that night to the teen club. She went in there and the other kids were talking about their week and taking photos. She spent ten minutes sitting in there with NO response from anyone before leaving. What a way to spend a birthday cruise.
As we traveled the cruise, we talked to other passengers who experienced sewerage overflows all down floor 7. Norwegian's response was to put fans in there to dry it out. The people on floor 5 had ongoing alarms from the engine room all night. Norwegian's response was to give her a pillow to put over her head.
We have taken many cruises and travel internationally at least two times per year. I have never had a vacation experience this unbelievably customer unfriendly. It is amazing to me they keep the ship afloat.