NCL room service charge defended

The boss of Norwegian Cruise Line has defended the decision to impose a US$7.95 room service charge on cruisers from this month. In an interview with USA Today, Andy Stuart said it wasn’t a revenue raising excise, but an effort to improve customer service.

Mr. Stuart explained that delivery of room service was very labour intensive, especially when guests ordered just one item from the menu. He said that imposing a charge would discourage guests from placing small room service orders, thereby freeing up staff to provide better service.

Morning coffee and continental breakfast will not attract the NCL room service charge. Early feedback from customers showed this was a deal-breaker. Indeed, Mr. Stuart described it as “a big deal” for their customers.

Guests staying in suites or Haven rooms will also avoid the new NCL room service charge for any item ordered at any time to the day.

Norwegian are not alone in seeking to charge cruisers for room service deliveries. Royal Caribbean and Carnival are also trialing service charges on selected ships. CruiseOyster see this as a watershed moment for cruisers who have grown accustomed to free room service delivery. As competition forces reductions in upfront cruise fares, companies might well see these charges as a way of recouping earnings.