NCL, Norwegian Dream
Norwegian Dream
Western Caribbean

Rob McMillan

To Whom It May Concern:

I have had the very unfortunate, unforgettable and possibly unforgivable voyage on the Norwegian Dream October 15-22, 2005. Before I go into the details, let me first describe myself. My family and I just started cruising late last October. This is our fourth cruise this year. The first three were on Carnival; we had heard that cruising on Norwegian was a step above. Boy, were we misinformed. Below are some of the many problems we have had.

1. The cruise was to go to Cozumel, Belize, Roatan and then Playa del Carmen. We chose this cruise because of Belize and Roatan; we had been to the other locations on the former cruises.
A. On the day prior to the cruise we were informed that the trip had been changed to Belize and Cozumel due to unforeseen engine problems and a late arrival into Houston on the day of departure. As we could not rearrange our schedule we accepted the $200.00 per cabin offer. Later we were informed that the engine had been acting up since July. Lie number one. Lie number two was that you had known we were never going to go to Roatan for several months and had not informed us. If we had known this back in July or August we would have made other plans.
B. The availability of food on board is horrible! Freestyle cruising what a joke or as I like to call it lie number 3. You can only eat at specific times in specific areas and not every place has the same options. When I wanted Coffee twice and there was no cups in the pizzeria, I was told ‘Well people take them to other areas”. Why paper cups for coffee and juice?
C. The embarkation was a joke the personnel did not know how to do their jobs and kept blaming the computer. They told my Aunt she did not exist.
D. I had called NCL prior to the sailing date to inform them of the need for a wheelchair for all embarkations and debarkations for my Uncle. I was informed that there would be one free of charge. Lie number 4. At Cozumel, when I called down for one I was told that there would be a charge of $25.00.
E. We could of gone to Playa del Carmen, Cozumel and Progresso if you would of simply left an hour earlier and arrived an hour later for each location. If the ship was truly planning on going to all 4 stops.
F. Out of curiosity what happened to the port charges we paid? I take it that all the diesel savings for not traveling so far will be forthcoming?
G. I checked your website while on the ship and saw this ship is still advertising that it is going to all 4 locations even though with the current mechanical problems it is not possible. Isn’t this false advertising?
H. Norwegian made decisions based upon current cost but not cost in the future. If your company was looking out for the long run. You would have been truthful and forthcoming of the problems. As a result you might not ever have me as a customer again. What a shame last year I spent over $5,000 on cruise fairs alone. As I am only 39 years old I plan to spend quite a bit more in the future.
I. I further found out that you had called some of the guest on Thursday and informed them of the change and even offered them the opportunity to sail on the Sun leaving on Sunday. Why was this offer not made to me?
J. I caught the tale end of a discussion between one of the ship officers and some of the guest, in which he told the guest not to take their frustrations out on the crew. I thought that was poorly worded, we were and are frustrated by Norwegian and the crew and officers work for Norwegian. You not only let down your customers but also your staff. This was a family cruise for my wife, kids, in-laws, and Great Uncle and Aunt. What a disappointment!!!
K. I just spent 5 minutes on hold to find out you do not accept emails how appropriate.
I do wish to speak highly of our room stewards and two waiters on the staff. The room stewards I do not know their names but the waiters or Fe and Harold.
I will not cruise with Norwegian again!