Janice G.

My husband and I along with another couple had booked a Hawaiian Cruise on Pride of America scheduled to depart on May 9,2020.
Four days ago we received an email stating that our cruise had been canceled because the ship is coming out of the water on April 25,2020 and not going back in until June 3,2020. We were given a phone number to call as this was the only number that could deal with changes in reservations for this cruise. The window was between 9:00-5:00.
My husband called and was on hold for exactly 1 hour and 30 minutes at which time he hung up. This pattern followed after repeated attempts. When he called the main number of NCL, the rep was very rude telling my husband that he doesn't handle this situation and to continue to try the other phone number. My husband proceeded to tell him that it was literally impossible to get through to a representative and the response from this person was very short and curt saying that over 4000 passengers needed to be rescheduled so we would have to be patient. This to me is the worst customer service I have ever encountered and I will absolutely never book another cruise on NCL no matter what kind of deal they throw my way. This cruise, by the way, was no bargain. Since then we have given up on rescheduling and we have booked a Mediterranean Cruise through Royal Caribbean, a line on which we have sailed many times and will certainly continue to so in the future!