Mark B.
⭐️⭐️ Disappointing customer service…
⭐️⭐️ Disappointing customer service overshadowed the experience We travelled on Havila Polaris and, while there were genuinely positive aspects, a modern ship, beautiful scenery and friendly onboard crew Our overall experience was let down significantly by poor customer service and lack of accountability. We were fortunate to receive a suite upgrade ( after a significant payment) which was appreciated. However, we were not informed of the included perks, such as complimentary access to the coffee shop, and as a result we missed out on benefits we were entitled to. Something as simple as a written list or a verbal explanation at check-in would have avoided this entirely. The biggest issue, however, was the Geiranger excursion. This was the highlight of our itinerary and the reason we chose the trip. Due to ice in the fjord, the boat could not proceed, which is understandable from a safety perspective. However, in winter in Norway, icy conditions are entirely predictable, and it is reasonable to expect robust contingency plans. Instead, the excursion was significantly altered. We were initially told we would continue by bus, but this was later abandoned, and the experience became an extended fjord cruise. While the scenery is stunning, this was not what we paid for and did not deliver the core experience advertised. What was most disappointing was the response afterwards. Despite clearly explaining the situation, the replies from customer service were scripted, dismissive, and focused on internal “guidelines” rather than the actual experience delivered. A small onboard credit was offered, but there was no meaningful acknowledgment that the excursion had not been delivered as sold. Having since read other reviews, it is clear that we are not alone in experiencing frustration with Havila’s customer service, which is also reflected in their low Trustpilot ratings. This suggests a broader issue rather than an isolated case. At this price point, customers expect not only a quality product, but also fairness and accountability when things do not go to plan. Unfortunately, that was lacking here. A real shame, as the voyage itself had so much potential but customer service is what ultimately defines the experience.