Norweigian cruise line. Ship is the Gem. Cruise dates 11/28/2021 through 12/09/2021. Latitude Reward Level: Gold. Reservation number:[protected]. Stateroom: Balcony BA
After getting the Covid-19 testing done, on the pier, we were sent to the embarkation pier. We were scheduled to board at 12:00pm-12:30pm. We, were on time, that is when everything went really, really bad. We were trying to proceed through to the check-in counter and we had to stand in line for two hours and 15 min. before arriving at the check in desk.
There were people in wheelchairs who, were walking and standing perfectly well while waiting in the covid testing area, waiting line. They never complained of any discomfort at all, yet they were allowed to cut in line with a wheelchair at the check in counter. These same people were seen walking off the elevators once on board. Wheelchairs should be saved for those who really need them.
The staff pushing the wheelchairs cut in line, of standing customers, and did not use only one check in clerk, but cut in and took up six check in clerks. This was rude and unnessary as they were sitting in a chair while we were standing uncomfortably. We are senior citizens and were put last.
There weren't any NCL supervisors to control the private company who was checking everyone in. Get this, they started packing up their computers while we were still in line. Really? They said they wanted to go home. We wanted to get on board. We paid alot of money for this trip. When we did find a NCL staff member, we were told "there is nothing we can do, they are a private company and are a contracted company, working for NCL, it is out of our hands".
Also, we were supposed to leave NYC around 5pm, 11/28 we didn't leave until 1:30am 11/29. This caused a change of the original itinerary and we lost availability of certain ports, and shorter hours on others.
Communication from the bridge was extremely poor.
The debarkation process was another debacle, and also took approximately two hours of standing.
If we didn't have a future cruise already booked, we would not sail on Norweigian Cruise Line again. Your processing is so bad, I do not need to be stressed before and after my vacation.
If you must out-source your resources, make sure they care about your customers. They are hurting your business, big time. People are not talking about their vacation, but they are talking about the horrible processing to embark/disembark.
How about a separate line or two, to handle the wheelchair customers so the rest of us can be processed in a timely manner, to board on time.
If we didn't have a future cruise already booked, we would not sail on Norweigian Cruise Line again.