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Sailed on the Norwegian Escape for my partner's mother's Birthday (one night cruise from Southampton). Firstly - the ship was beautiful with fantastic restaurants, good food from what we experienced, good facilities, nice clean staterooms and overall great potential. However, on this occasion we were extremely disappointed by the NCL customer service, complete lack of organization and very poor communication between staff and towards customers. The first example of this concerns evening dining - we were told early in the day there would be no need to book a table at the complementary restaurants as we would not have a problem getting a place. However, when we arrived for dinner that evening we were met with an hour long queue, with no staff seeming to know what was going on or willing to offer an explanation or any help or assistance. Eventually we were turned away along with many customers who HAD booked tables (having been given the opposite advice to our party). The customers at the back of the queue were not kept updated or informed of the situation and continued to queue long after those at the front had been told there would be no spaces for over an hour. This situation was the same for all complementary restaurants and we ended up paying to eat at one of the fine dining restaurants. On this occasion - after a great deal of complaining - NCL did the right thing and refunded us for this meal, but there were many customers who were not so lucky and this did not detract from the stress and time taken out of our one night on board the ship. The second issue concerned lost property - An hour or so after leaving the ship my partner and I realised we had left both our passports and my purse in the safe in our cabin. A very stupid mistake on our part but one which NCL dealt with extremely poorly. I called the Southampton office straight away and was told they'd call me back promptly and would do everything they could to reunite me with my belongings. They did not call me back. I called again later that day and again they failed to call me back. The next day, having been told everything would be done to track down the belongings, I was simply told I would have to send an email describing my belongings as they had all the lost property in boxes which had not been checked yet. Over the next few weeks I had to call again and again and explain the situation over and over again, each time I was told they had not checked the lost property yet and would call me back with information and each time they did not. It was about 4 weeks later that I was finally informed that my passports were in an office in London and about a month after my cruise I got them back. My purse, which had been with the passports in the safe in cabin had somehow 'gone missing' and could not be returned. No effort was made to look further into this by NCL. Overall, a cruise with fantastic potential ruined by NCL's incompetence. Would not recommend.

Terrible Customer Service

Norwegian Escape Cruise Review by RebeccaGR

Trip Details
  • Sail Date: October 2015
  • Destination: Nowhere
Sailed on the Norwegian Escape for my partner's mother's Birthday (one night cruise from Southampton). Firstly - the ship was beautiful with fantastic restaurants, good food from what we experienced, good facilities, nice clean staterooms and overall great potential. However, on this occasion we were extremely disappointed by the NCL customer service, complete lack of organization and very poor communication between staff and towards customers.

The first example of this concerns evening dining - we were told early in the day there would be no need to book a table at the complementary restaurants as we would not have a problem getting a place. However, when we arrived for dinner that evening we were met with an hour long queue, with no staff seeming to know what was going on or willing to offer an explanation or any help or assistance. Eventually we were turned away along with many customers who HAD booked tables (having been given the opposite advice to our party). The customers at the back of the queue were not kept updated or informed of the situation and continued to queue long after those at the front had been told there would be no spaces for over an hour. This situation was the same for all complementary restaurants and we ended up paying to eat at one of the fine dining restaurants. On this occasion - after a great deal of complaining - NCL did the right thing and refunded us for this meal, but there were many customers who were not so lucky and this did not detract from the stress and time taken out of our one night on board the ship.

The second issue concerned lost property - An hour or so after leaving the ship my partner and I realised we had left both our passports and my purse in the safe in our cabin. A very stupid mistake on our part but one which NCL dealt with extremely poorly. I called the Southampton office straight away and was told they'd call me back promptly and would do everything they could to reunite me with my belongings. They did not call me back. I called again later that day and again they failed to call me back. The next day, having been told everything would be done to track down the belongings, I was simply told I would have to send an email describing my belongings as they had all the lost property in boxes which had not been checked yet.

Over the next few weeks I had to call again and again and explain the situation over and over again, each time I was told they had not checked the lost property yet and would call me back with information and each time they did not. It was about 4 weeks later that I was finally informed that my passports were in an office in London and about a month after my cruise I got them back. My purse, which had been with the passports in the safe in cabin had somehow 'gone missing' and could not be returned. No effort was made to look further into this by NCL.

Overall, a cruise with fantastic potential ruined by NCL's incompetence. Would not recommend.
RebeccaGR’s Full Rating Summary
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