We have just returned from a 14 nighter on Norwegian Jade. This was our first NCL cruise, previously sailed with seven other cruiselines. Interestingly NCL, who automatically apply $10pppd, in common with many other lines, state that this is not a "tip" or "gratuity" but rather a service charge and gratuities are at your discretion above the service charge. NCL also add 15% to all bar bills.
There were many disgruntled passengers, mainly English, who claimed to have insisted on having the service charge removed from their account, citing various reasons (excuses) none of which seemed reasonable to me. The only excuse that, for me, had a degree of reasonableness was related to the NCL alcohol policy.
They are extremely hot at picking out liquor in luggage and carry this out to a ridiculous degree in Gibraltar, the capital of cheap booze. They had everyone queuing on return to the ship, carefully scanning everything and confiscating all liquor for collection on the final night of the cruise. It took 30-45 minutes in this queue, whether or not you had any booze! Those who had the stuff confiscated then had to wait on a lengthy queue on final night between 7-9pm, which is the time you want to eat and get to the show etc! Highly irritating, and the cause of many English passengers removing service charge in total...which is extremely unfair, as the crew members suffer for a policy from the Executive Management of the cruiseline.
We paid our service charge in full, and had no issues with doing so. What I did do was to have a discussion with the Hotel Director Julian, a lovely English guy, to pass on my views regarding some issues that had irritated me....like people with no alcohol in Gibraltar having to stand for 45 minutes in searing heat.
Gratuities will always be an emotive subject. As stated before my views have changed over the past couple of years as I have gained a better understanding of the tipping system. For me, when the brochures state clearly what the policy is regarding tipping then passengers ought to "play ball" instead of trying to reduce their total cruising bill by penalising staff who work extremely hard and often get the worst from people supposed to be chilled out enjoying themselves!