hello - I have had to call in 3 times to NCL and every single time it has taken multiple attempts, with me on hold for at least 20 minutes every time. Why can't you start an online chat option, or give us an email to send questions to? I am seriously considering never cruising again due to the fact that I can't get a simple question answered. My situation - I received a 'free' cruise through a casino. Booked everything and am ready to go. Waited until the exact second that I could add the spa to our cruise, as I want my husband and I to have access every day to the spa. In that case, the website said I could sign up for the spa on 5-24-19, I waited up til midnight to pay for it, and when I logged in, it said I had to wait until 5-25-19. Logged out and back in 3 times, and it let me book it on the 24th. Systems giving conflicting information? So, last week I was offered to bid for an upgraded room. One of the options is a spa stateroom. I see in the description that the spa staterooms include access to the spa. I put in my bid, and have a question that is not answered anywhere on the NCL website. Called 3 times over the past 2 days, at least 20 minutes on hold every time, demands of my job interrupted the first 2 attempts. Got through this morning - my question is if I am upgraded to a spa stateroom, can I get a refund on the $$ I paid for the spa? The customer rep said yes - I can just CALL IN AND ASK FOR A REFUND. My stress level is at 1000. You have up until 2 days before my cruise to upgrade me, which I have to wait and see if I am successful. The potential situation is for me to get upgraded to a spa stateroom the day before the cruise, and me to be in New York City sitting on hold waiting for my call to be answered for hours, so I can request my $400 back. The very idea of this is making me want to cancel my bid for the spa stateroom! But that would only punish me. There is no reason in this day and age you wouldn't have a different options. Let us text questions, IM them in. Email them. SOMETHING so we can get an answer without having to be put through torture sitting on hold, listening to your annoying music and commercials. The cruise is supposed to be a relaxing, restful break. The planning of it is giving me heart palpitations.s And my free cruise is costing me about $1000. Which I don't mind, but I certainly don't want to throw away $400 paying for something that I don't need to pay for. Thank you for your time. PLEASE develop a customer friendly system for simple questions to be asked / answered. Michelle