We have taken several cruises from 1979 to now and have never been on a ship that was so disorganized and had so many issues. embarkation and disembarkation was chaotic. we had a customs check while on the cruise and that was a total disaster. ncl told everyone to be ready at 8 am, but customs did not get onboard until 10 am, and when approached about being late. the customs agents said they were not scheduled for 8 am, but were exactly on time at 10 am. all the excursions were late and as a result we were rushed through the excursion. another thing the excursions in alaska and canada were very expensive and not worth the cost. the only excursion that was worth the money was the train ride. we went on the fjords wilderness cruise, and it was explained that wildlife is frequent, but not guaranteed, but as soon as we boarded the boat, we were told that "they didn't want to lie to us" we would not be seeing wildlife, as they were migrating and going into hibernation that time of year. That is a far cry from sightings being frequent, but not guaranteed! since we are from florida and have idea about this, ncl should have informed us that this was the case. we would not have spend over $400 for another boat ride!!! as far as the food, it was just fair, nothing special. we asked what night lobster would be served (as all cruise ships have a night for serving lobster) and we were told ncl stopped doing that a couple of years ago. the best way to describe the service in the dining room was that they were "detached" and robot like in the service. of course, there were a couple of waiters that were more friendly and more like what we are used to sailing on celebrity, princess and carnival. The best thing on the ship was the entertainment. also, the "free" drink package they give you is not free you have to pay a big "additional service fee which was $149.00 each. on the other cruise lines free is actually free!!!! unfortunately, we already bookd a cuba cruise with ncl when we booked this alaska cruise. the cost for cuba went down $200 per person and ncl would not upgrade telling our agent there were no rooms open other than a 25sf bigger room. this was not true, as i went on the site and there were still rooms available to book in a higher category for less $$ than we were paying. again, no customer service. this feed reduction happened to us on princess and they immediately upgraded our room to a balcony suite which was in the price line we were paying at that time. WE WILL NEVER CRUISE NCL AGAIN, AND WILL TELL AS MANY PEOPLE OF THESE BAD EXPERIENCES AS I CAN