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The staff on the ship was, for the most part, excellent and helpful. The food was average to poor. The NCL excursions were too limited in what was offered. One day our excursion was cancelled at the last minute due to not enough people have signed up. We were told nothing else was available. We had to scramble to contact other companies and found a good selection of independent excursions of which we took advantage. The shows were pedestrian aside from the magician who was very good. The cabin was small but fine for two people. The poor customer service was from NCL before the cruise. We booked the cruise directly with NCL. When we spoke to the booking agent we discussed that the reason we choose this cruise was because it toured the Napali Coast off Kauai. That was our only "absolutely must see" of the Hawaii trip. We discussed and understood that itinerary is subject to change due to weather, natural disasters or other emergencies. Well a few weeks before the cruise were were notified by NCL that the Napali Coast was going to be skipped due to maintenance being performed on the ship. We called to try to reschedule the cruise for when it would return to its normal itinerary or to cancel. We were told by NCL that we did not call soon enough before the sail date to do that. We explained that we called as soon as we were notified about Napali being skipped for ship maintenance but basically we were told tough luck, NCL can change the itinerary for any reason and you have no recourse. I am sure that NCL has enough satisfied customers that they do not have to concern themselves with a situation such as ours. However, we will not use them again.

Poor customer service

Pride of America Cruise Review by Harro10

4 people found this helpful
Trip Details
  • Sail Date: December 2019
  • Destination: Hawaii
  • Cabin Type: Family Oceanview Picture Window
The staff on the ship was, for the most part, excellent and helpful. The food was average to poor. The NCL excursions were too limited in what was offered. One day our excursion was cancelled at the last minute due to not enough people have signed up. We were told nothing else was available. We had to scramble to contact other companies and found a good selection of independent excursions of which we took advantage. The shows were pedestrian aside from the magician who was very good. The cabin was small but fine for two people.

The poor customer service was from NCL before the cruise. We booked the cruise directly with NCL. When we spoke to the booking agent we discussed that the reason we choose this cruise was because it toured the Napali Coast off Kauai. That was our only "absolutely must see" of the Hawaii trip. We discussed and understood that itinerary is subject to change due to weather, natural disasters or other emergencies. Well a few weeks before the cruise were were notified by NCL that the Napali Coast was going to be skipped due to maintenance being performed on the ship. We called to try to reschedule the cruise for when it would return to its normal itinerary or to cancel. We were told by NCL that we did not call soon enough before the sail date to do that. We explained that we called as soon as we were notified about Napali being skipped for ship maintenance but basically we were told tough luck, NCL can change the itinerary for any reason and you have no recourse.

I am sure that NCL has enough satisfied customers that they do not have to concern themselves with a situation such as ours. However, we will not use them again.
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