Open Letter from Norwegian Cruise Line's CEO Kevin Sheehan
November 1, 2012
On behalf of Norwegian Cruise Line and all of our officers, crew and corporate team members, we are deeply saddened by the catastrophic impact of Hurricane Sandy. Our sincere thoughts are with everyone who has been affected by the storm.
As you may know, New York is my home town. I was born and raised in New York and I consider myself a New Yorker through and through. I can tell you that I truly feel your pain and frustration and sympathize with everyone who is living with the realities of the storm’s devastation. My family and I have been affected as well, as my house in New York is flooded and we are still trying to process it all.
The situation that has unfolded in the wake of this natural disaster has been unprecedented and extremely unpredictable. I would like to extend my personal apology to all of our guests who have been patiently waiting for the latest news and information from us regarding the status of their cruise on Norwegian Gem. Like you, we have been disappointed and frustrated with the uncertainty regarding the re-opening of the Port.
For those guests who were originally scheduled to set sail on October 29, I hope that you decide to take a much needed vacation and join us tomorrow on the five-day Bermuda cruise. While I know this is not ideal and is not the vacation you had planned, I am confident that you will find this opportunity to get away on a cruise an escape from the stress caused by the storm. The officers and crew of Norwegian Gem look forward to welcoming you aboard and offering you all of the wonderful amenities, services, dining and comfortable accommodations that you would expect.
Rest assured that you will be fully credited for the four cruise days missed. In addition, if you chose to sail with us tomorrow, I would also like to extend a 25% future cruise credit (based on cruise fare paid, valid for one year) as a thank you for your patience and understanding.
I also recognize that many of you who have been impacted by the hurricane may prefer to forgo the five-day cruise and sail on a future date. Therefore, I would like to extend to you the option to cancel and provide you with a future cruise credit for the remaining five days, so that you can re-book with us on another date. This would be in addition to the pro-rated refund for the four missed cruise days. If you would like to take this option, please call our reservations team at 800-327-7030.
On behalf of all our New York area guests who have been impacted, we will make a donation to the American Red Cross to aid in the relief efforts. New York is the most resilient city in the world and I know that the city will come back stronger than ever.
Kevin M. Sheehan