NCL apologizes for service flaws

[Jason]

NCL America apologized yesterday to passengers of the Pride of Aloha for service it said has been below company standards because of startup "challenges" on its first U.S.-flag ship.

Before beginning its seven-day Hawaiian Island cruises in July, the Pride of Aloha sailed to Hilo in June. Passengers got to familiarize itself with the U.S.-flag cruise liner, including its pool on Deck 11.

Advertiser library photo

The company said it will send passengers refunds of approximately $35 and offer discounts on future cruises "in recognition of the shortcomings of the Pride of Aloha's past cruises."

The Pride of Aloha is Norwegian Cruise Line's first U.S.-flag ship, and unlike most large cruise liners, must be crewed by U.S. workers. It began sailing seven-day Hawaiian Island cruises on July 4 with a crew of nearly 800.

NCL canceled a two-night travel-agent cruise out of San Francisco in June and a one-night "party cruise" out of Honolulu on July 2, saying the crew needed rest.

Yesterday, NCL America said in a statement: "The company has faced a number of start-up challenges that have affected some of the Pride of Aloha's guests' experience, and the company would like to apologize for that."

The company said it has received many positive comments on the friendliness and quality of the ship's crew, but "for a variety of reasons the service on the initial cruises was generally not up to the standard for which NCL is known."

NCL added that it was taking "aggressive actions to address specific issues" and "senior management is onboard the vessel to ensure quality levels quickly reach the high levels the company is known for."

In addition to refunding 50 percent of its service charge — which will total about $35 per person for a seven-day cruise — NCL will issue cruise credits worth 20 percent of the cruise portion of the Pride of America ticket, good for cruises booked and sailed through 2005. The average cost of cruises is between $800 and $1,000, travel agents said.

Passengers can expect credit certificates and refunds in the next few weeks, the company said.

Eight cruises have set sail since July 4. They are usually fully booked, said Shufen Rakay, managing director of Regal Travel. The ship can hold up to 2,000 passengers; that means about 16,000 passengers may receive the refunds and discounts.

Under NCL America's plans, Pride of Aloha is the first of three ships to sail in Hawai'i. The Pride of America is scheduled to be delivered June 6, 2005, and the Pride of Hawai'i will arrive in summer 2006.

SOURCE: By Catherine E. Toth, The Honolulu Advertiser