And The Cruise Industry Wonders Why It Has An Image Problem: NCL Screws Another Customer in Distress
David Lazarus of the LA Times writes about how Norwegian Cruise Line (NCL) refused to either refund or credit the cruise fare to 66 year old David Warlick and his wife after she was diagnosed with bladder cancer and underwent emergency surgery.
In his article "Cruise Line Unmoved By Customer's Cancer Emergency," Lazarus points out that although cruise corporations are considered to be a person under the U.S. Constitution, "when called upon to demonstrate a little human decency, they almost unfailingly respond with profound corporate indifference."
NCL defended itself by saying that it has a strict cancellation policy. Moreover, NCL pointed out the couple should have purchased insurance. But NCL had no legal obligation to screw its cancer stricken guest. From a moral perspective, it could and should have done the right thing and let the couple reschedule their cruise until a later date.
This is not the first time NCL has acted like a bad corporate citizen.
NCL refused to refund the cruise fare of a passenger whose brother died and the funeral was on the same day as the cruise. The guest notified NCL, asking for a credit on a future cruise. NCL said no. He asked for their cruise to be donated to charity (Make-A-Wish) so a child with cancer could enjoy a once in a lifetime cruise. NCL said no. Then NCL re-sold the cabin to another couple.
NCL got a double profit due to the death of a guest. Ugh.
NCL also demonstrated a lack of humanity when a grandmother, whose home was destroyed last year after being submerged by Superstorm Sandy, tried to reschedule a $4,000 cruise aboard the Norwegian Jewel for her family and grand kids. She appealed to NCL for help.
She even wrote the CEO Kevin Sheehan (above right) asking to refund the cruise or reschedule it, but the cruise line and its CEO wouldn't make an exception. NCL said absolutely no refund or rescheduling, even though the grandmother works driving special needs kids to school. This trip was going to be her first vacation ever, in 70 years.
But NCL refused to help the family and took their money. A news station says that when it approached NCL about the terrible situation, the cruise line erected a "stone wall of silence."
Photo Credit: prhub.com