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Norwegian Sun Cruise Review
4.0 / 5.0
Cruise Critic Editor Rating
2,215 Reviews

Terrible Customer Service

Norwegian Sun Cruise Review by Adkins14

2 people found this helpful
Trip Details
  • Sail Date: May 2019
  • Destination: the Bahamas
  • Cabin Type: Balcony

Chose this cruise to getaway for a quick birthday trip. Purchased a balcony room which came with 2 of their “extra” offers. Selected unlimited beverage package and $50 onshore excursion credit. The following day, after reviewing the excursion options, we called customer service and they happily switched us from the $50 excursion credit to the 100 minute WiFi package. Upon arrival at the terminal, the associate checked us in and was sending us on our way. We stopped her to ask what we needed to do to utilize our unlimited beverage package. She pointed to our room keys and advised we would just show those when ordering beverages. Fast forward to later that day and we are ordering drinks at the bar and the bar-tender isn’t asking us for our cards. We brushed it off thinking that maybe they give everyone free drinks on the first night or something to that effect. By the next day we notice that they are still not asking for our cards and as we watch other guests go to the bar, they aren’t being asked either. This was the day that we spent at Great Stirrup Cay so we went on about our business and had a nice time. The following day, we finally decide to go to Guest Services and ask them why we aren’t being asked for our cards. We are told that this cruise is all-inclusive. Obviously, we are frustrated because we used one of our two freebies to have unlimited drinks. We were also aggravated that the customer service associate we originally spoke to when we change our freebie from the excursion credit to the WiFi and the associate that checked us in at the port never mentioned that the cruise was all-inclusive and we would get almost all available drinks on board. Come to find out, our freebie just gets us access to bottled water, Red Bull, coffee, drinks in excess of $15... none of which we needed. We kindly asked the guest services associate if they could give us a $25 credit towards 1 photo or allow us to go to a specialty dining that night (that was one of the other freebie options). We were told no, that they had no ability to make any changes like that on the ship. We would need to wait and speak with customer service once we returned back to Port Canaveral. We expressed concern that if we waited until we were off of the ship, what would they really be able to do to help us. They assured us that they would submit a case under our file with their recommendation as to how the issue might be resolved.

Fast forward to the next day as we disembark and we call the customer service number and surprise surprise there is no case or any details documenting the conversations we had with the guest services associates. After approximately 1 hour on the phone and demanding to speak with someone (they wanted us to email them) they transferred us to the sole associate who could assist with these issues (cruise coordinator) (not sure what that means) and we had to leave a voicemail. 6 hours later we receive a return call from this associate who offered to reimburse us for the $32 in service fees/gratuity that we paid for this package. We thanked her for that but asked that something be credited to reimburse us for the 2nd free amenity that we were supposed to get but didn’t. She said that there was absolutely nothing they could do. After arguing for close to 15 minutes, she said that we could submit a case on the website but that it takes up to 15 business days and it would ultimately come back to her, she would add a few details and forward to her supervisor who would automatically decline to do anything for us. She refused to allow us to speak with her supervisor.

We didn’t ask for much. We said that if they would even credit the $25 picture that we purchased, that would suffice. They said no. What makes that more frustrating is that when you go to the photo gallery to view and purchase photos, they print every single one out as an 8x10. We only purchased 1, meaning they will be disposing of over 50 photos of us. But they are not willing to just refund one $25 photo as though they handed us one picture for free?! Doesn’t make sense.

Rewinding to the evening that we addressed these concerns with the guest services desk, we had paperwork in hand to participate in Norwegian’s “CruiseNext” program which allows you to place a deposit on a future cruise and earn an onboard credit. We explained that if they couldn’t do something to show they cared about our issue, we wouldn’t cruise with Norwegian ever again. They along with the associate at the call center both essentially said “Oh well”. If you are looking for a company with terrible customer service and no desire to make things right, Norwegian is the brand for you.

The food selection was very repetitive each night and underwhelming. There were minimal activities to do on this cruise. They had various talks about how to shop in the Bahamas but couldn’t think of more creative activities for their guests. We were willing to overlook both of those flaws as we knew going in that we were selecting a shorter and not as luxurious ship as some of the other ships that Norwegian offers.

Outside of this, our particular stateroom was good, our steward was very nice, but we did not receive the full incentive value for what we paid. Customer service is huge in our book. If you treat us like a valued customer, we will return. If something goes wrong, as long as the company makes an effort to fix it, we are fine. A company that refuses to fix something by giving us $25 value for something that we could have had a $100 value and is willing to lose potentially thousands of dollars from one family alone, clearly shows they have no care in the world about their customers. We will tell our loved ones to choose another cruise line to make their special memories, we will not sail with Norwegian again.

Adkins14's Full Rating Summary
Onboard Experience
Enrichment Activities
Value For Money
Public Rooms
Fitness & Recreation
Shore Excursions
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Cabin Review

Cabin BC 1093

Could use update but fairly spacious considering typical size of staterooms.

Port & Shore Excursion Reviews

Port Canaveral (Orlando)

It’s the port where we got on the ship, no need to take any excursion.

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