On May 19 of this year, The Colucci Family found out that their 5-yr-old son Nicolas had a large cancerous tumor growing inside his liver. Nicolas needed a surgery ASAP, where they removed 60% of his liver, his gallbladder, part of his diaphragm, and many of his lymph nodes. He is now undergoing chemo.
Prior to finding out that their son had cancer, The Colucci family had bought a family cruise on Norwegian Cruise Line that was scheduled for June 1, 2014. Of course, due to Nicolas being in Chemo, they could no longer make those dates, so they contacted Norwegian, explained their circumstances and asked that they be able to reschedule. They weren’t looking for a refund. They still very much wanted to go on the trip. In fact, Nicolas has been using the idea of the trip as motivation to get better and even made a calendar where he is counting down the days, because he thinks they are going when he finishes his treatment.
But, unfortunately that’s not the truth as of right now. When The Colucci Family spoke to Norwegian, they were told their trip couldn’t be rescheduled. In fact, they wouldn’t even consider it because The Colucci’s hadn’t bought the trip insurance. They didn’t buy it because they couldn’t afford it and of course NEVER thought their son would be diagnosed with cancer just WEEKS before they were supposed to travel. They were disheartened by Norwegian’s response to say the least.
Nicolas’ Mom – Tara – well, she’s a Lil’ Mama. And she told all of us Lil’ Mamas in our Facebook group what was going on. And all of us Lil’ Mamas reached out to Norwegian, and to news stations, and tweeted like mad, and posted comments in hopes that Norwegian would hear us and change their minds. And they HAVE heard us and are not so very happy with us. But we’re cool with that.
Here’s the thing — THIS is the power of social media. It’s a two way conversation with customers and sometimes it’s not all unicorns and rainbows. We aren’t here to debate trip insurance or corporate policies. There have to be better ways for customer service to handle these types of situations going forward.
The Lil’ Mamas are rallying behind Tara to make her feel heard, and hopefully change the way Norwegian responds to these types of terrible situations – especially involving children. Because as Mamas – believe us when we say that although we DO understand that rules are rules, we also know that sometimes rules really should be broken.
Especially for a 5-yr-old fighting cancer.
If you would like to say something to Norwegian, The Colucci Family, or to The Lil’ Mamas, please leave a comment below. If you would like to help The Colucci Family, please consider visiting one of these wonderful links: