Cruise boss responds to New York delay

USATODAY

Norwegian Cruise Line's Norwegian Gem sails out of New York.

The top executive at Norwegian Cruise Line late Thursday apologized for the company's handling of a cruise scheduled to depart this week from storm-ravaged New York and said it would reverse course on a decision not to allow refunds to customers who wanted to cancel the voyage.

The Monday departure of the 2,394-passenger Norwegian Gem has been repeatedly pushed back due to the closure of the Port of New York in the wake of Hurricane Sandy and now is expected to begin today -- four days behind schedule. The ship will operate an abbreviated five-day sailing to Bermuda instead of the originally planned nine-night sailing to the Caribbean.

"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," Norwegian CEO Kevin Sheehan wrote in an open letter posted at the line's website. "Like you, we have been disappointed and frustrated with the uncertainty regarding the re-opening of (New York's) port."

Norwegian customers living in the New York area had taken to online message boards and social media this week to complain about the amount of information they were getting about the voyage. Some also were upset that Norwegian wasn't allowing them to cancel the trip even as they struggled with devastation from the storm, power outages and limited transportation options. Out-of-towners noted they weren't sure they would be able to re-book canceled flights into the city in time to reach the ship for a delayed departure.

Noting that his own home in New York had been flooded, Sheehan wrote that he sympathized with Norwegian customers who have been affected by the storm. "I can tell you that I truly feel your pain and frustration," he said. "My family and I have been affected as well."

The fine print in cruise contracts allows lines to alter itineraries due to inclement weather and other events without offering compensation to passengers. But calling the situation unprecedented and extremely unpredictable, Sheehan said the company is now allowing customers who want to cancel the voyage to do so. They will be given a pro-rated refund for the four days the ship did not sail and a credit toward a future cruise for the remaining five days of the voyage that will take place.

Sheehan also offered passengers who choose to go ahead with the trip a 25% credit for a future cruise in addition to a pro-rated refund for the four days the ship did not sail.

"While I know this ... 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," Sheehan wrote.