Norwegian Cruise Line's response

February 18, 2008 5:24:33 PM PST
Norwegian Cruise Line's response to 7 On Your Side:

I'm responding to your inquiry about Mr. & Mrs. Holmes on Norwegian Dream's April 6, 2006 voyage. As you know, this situation involves the severe damage that Cancun experienced during Hurricane Wilma in the fall of 2005. We did reach out to both direct guests and travel agents with our December 28, 2005 letter (as referenced in the salutation of the letter), so we are not sure why Mr. & Mrs. Holmes did not receive the letter in December 2005 and we want to make it clear that our intention was to notify all guests and travel partners of the itinerary change at that time.

It is important to note that the situation in Cancun was fluid because of the continuing Hurricane Wilma recovery efforts. We had every hope that Cancun would recover enough so that the ship could call there before the end of the spring sailing season. That is the reason that we still charged the government taxes and fees for Cancun in January and kept Cancun on the itinerary for the April sailings. However, the recovery efforts were out of our control.

When it became evident that the recovery efforts would not be proceeding as smoothly as hoped, we had no choice but to continue to cancel this port and sail an amended itinerary. Our records indicate that our special affairs desk placed a phone call to the Holmes several days prior to the sailing and left a message letting them know about the itinerary change.

As noted in our ticket contract, NCL, in its sole discretion, may cancel, postpone or delay any port of call without prior notification. While every effort is made to adhere to the published schedule, there are those instances, such as this, that necessitate change. The Holmes received an onboard credit for government taxes and fees for the missed port of call and we sincerely apologized for any inconvenience or disappointment this itinerary change caused.

The Holmes would have received the Ticket Contract when they received their cruise tickets. By taking the cruise, the guest agrees to the Terms and Conditions in the Ticket Contract. We always recommend that guests read the terms carefully.

It is always our goal to deliver an exceptional cruise experience for all of our guests and we hope that despite the change, the Holmes' enjoyed their vacation aboard Norwegian Dream.


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