I wanted to share my experience on this message board about the NCL Pride of America cruise thru Hawaii since I found that this site's review of the Pride of America cruise to be spot on regarding customer service: http://www.cruisemates.com/articles/...cl/america.cfm
My family and I sailed on the Pride of America Jan.3 - 10. This was the first cruise for my wife and me and we were really looking forward to the experience. We went with our 1 yr old son, my brother and my parents so there were 6 of us total. My parents have been on many cruises and cruise lines.
The Aloha Buffet was fine, we ate there on our first night. On our second night of the cruise and first night at a "sit-down" restaurant in the Skyline Lounge. Our server Tamara gave us the impression that she was irritated with us, this was shown when we asked for things such as appetizer with the meal ("she said she had to ask the manager"), saying we made a mess with the cutlery and in general bad body language conveying that we were somehow bothering her. When we asked for ketchup for my son's fries and she again sighed and rolled her eyes, the whole table said that we need to see the manager. We spoke with the Maitre d': Sonny and a director who happened to be there: Allan Munn. Sonny asked for our room number and promised us that our issues would be addressed. Nothing was done and it was not acknowledged.
We were really not expecting much from the service but even this really fell below our expectations. I don't think we were being unreasonable with any of our requests and we were there to enjoy the meal and not have a server choose to wreck our first formal dinner. I have other examples of just things that were "off" with the service such as the the looks on some of the bus people and servers with requests such as asking for a high-chair, or gravy for beef, asking the front desk for towels and an iron that were promised but never received. It's all these small things that left the impression with all of us.
This type of customer service is really a stark contrast to what we experienced when we were actually in the ports of Hawaii. The people of Hawaii seem to understand customer service much more than the crew of the Pride of America. I've read it on someone else's review of this ship before I came on board and it does seem true: the crew seem to be of the attitude that they are on vacation themselves and why are you bothering me. I only had two bright spots of customer service besides that it was really a bad experience overall. My parents said that this was way below the standard they had seen on other cruise lines, since this was my wife and mine first cruise we really can't compare this to any other cruise line but the service was below what you would expect from any restaurant and definitely way below what we saw when we dined out in Hawaii.
Like others have said read the reviews and make up your own mind, but from our experience we are a bit soured on going cruising again with NCL and would not recommend going on the Pride of America again.