Norwegian Cruise Line passengers are used to having a lot of choices when they sail with the cruise line, especially when it comes to dining.
Known for its freestyle dining with no fixed dining times or pre-assigned seating, and an array of complimentary and specialty restaurants, Norwegian Cruise Line endeavors to offer passengers more dining options to enjoy on their own schedule.
Related: Norwegian Cruise Line passengers mixed on long cruise conundrum
The cruise line even made “more” its new brand positioning recently as it introduced an enhanced “More At Sea” cruise package that offers passengers more premium beverage choices, more specialty dining meals, and other perks.
But the cruise line wants to balance more with less in some cases. When it comes to dining, Norwegian’s research has found that having slightly smaller, simpler restaurant menus increases operational efficiency as well as guest satisfaction.
Norwegian Cruise Line Holdings CEO Harry Sommer explained in an interview with Travel Weekly that removing a third of its restaurant menu items that passengers weren’t ordering allowed the cruise line to do a better job of delivering the dishes that passengers were ordering.
But as the cruise line’s leadership continues to make tweaks to improve operations, they seem to be learning that they need to be careful not to take away some of the key choices their passengers have come to expect.
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Norwegian reverses unpopular change to Cagney’s Steakhouse menu
Passengers who were used to having choices that let them customize their meals weren’t happy with a recent menu change at Norwegian’s specialty dining restaurant Cagney’s Steakhouse. Rather than offering passengers their choice of side dishes, the updated menu paired each entrée with specific, pre-selected sides.
Luckily, the cruise line listened to passenger feedback and quickly changed the menu back to again offer side dish choices.
Related: Norwegian Cruise Line takes a more simplified approach to dining
“We listen and we don’t judge…” the cruise line wrote in a social media post announcing the return of side dish choices. “We’re lucky to have guests like you, who care so much about specialty dining, and we heard you! Effective immediately, sides are here to stay at Cagney’s!”
In the comments on Norwegian’s Facebook post about the change, many passengers expressed their excitement to again have the option to choose their own side dishes at the popular steakhouse.
“So happy to hear the sides are back,” wrote Yvonne Corridori. “Cagneys is one of our favorite places to eat. Thank you NCL.”
Passengers have more feedback for Norwegian
While passengers are happy to know that the cruise line is listening to their feedback, some made it clear that there are more things that they want to see return to Norwegian cruise ships.
“Thanks so much for responding to your customers. Dining is a significant factor in my choice of cruise lines, and I was very upset with scaling back my options,” noted Susan Rynard. “I know NCL Norwegian Cruise Line is toeing a line between costs and service (and frankly I think you’ve gone way too far on entertainment—I want Broadway shows back!) but this is at least a little acknowledgment of customer preference. So this time, I’ll book with NCL again.”
Related: Norwegian Cruise Line passengers rate its dining options
Norwegian Cruise Line has made a number of significant changes in the last couple of years from overhauling its entertainment to replacing its Free At Sea package with the revamped More At Sea package. Some passengers are hopeful that the cruise line will also listen to their feedback and bring back a popular drink package offering that was discontinued recently as the cruise line rolled out More At Sea.
“Good news Norwegian Cruise Line now if only you’d bring back Free At Sea Plus we really missed our bottled water, Starbucks and some of the bottled red wines that we loved in September that aren’t available by the glass,” commented Jamie Waites.
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