The situation has deteriorated to the point where Non Stop Travel, a major travel agency partner for NCL America in Hawai'i, has temporarily stopped recommending the cruise. State officials have voiced concern that the ship's poor service may harm Hawai'i's image among visitors.

The cruise line apologized for the problems and has begun to implement immediate solutions, said Robert Kritzman, executive vice president and managing director of Hawai'i operations for NCL America, a subsidiary of Norwegian Cruise Lines.

"This is part of being a startup, to go through this," Kritzman said. "It seems like things are coming along this week. Things have improved."

Trainers and other NCL officials from company headquarters in Miami are aboard the Pride of Aloha this week, conducting training and reviewing the work process, Kritzman said. Most of the crew on board are new to the cruise-line industry, he added.

The Pride of Aloha is NCL's first U.S.-flagged ship for interisland cruises in Hawai'i. It must employ U.S. workers and follow U.S. labor laws.

Earlier this week, NCL America said it would send all customers a $35 refund check and coupon for 20 percent off a future cruise.

The gesture will not win back Evelyn Vick of New York City, a veteran of 12 cruises who was on the Pride of Aloha this week.

"We won't be going back on them," said Vick, who was interviewed on Maui, where the ship was docked yesterday. "Everything is wrong. The food is not good. The service is terrible. Everything is limited. It's the worst ship I've been on."

Complaints like that convinced Danny Ching, president of Non Stop Travel, to steer clients away from the Pride of Aloha. "We're warning future clients that the service level may not be up to what they're used to on a cruise," Ching said.

More than a quarter of passengers who booked through Non Stop Travel have called to comment — mostly complain — about service on board.

Ching said his agency has been recommending other destinations or ships — or to wait a few months until NCL fixes the problems on the Pride of Aloha.

"If (NCL) doesn't get service up to where agents like us are satisfied, it's hard for us to recommend the cruise," Ching said.

Part of the problem has been a lack of experience among the 750 crew members, Kritzman said, adding that 40 to 50 crew members a week had been taking their previously scheduled monthlong vacations, with newer, less experienced crew rotated in.

One of the biggest complaints has been service in the Pride of Aloha's restaurants, Kritzman said. Long waits topped the list. He attributed those problems to growing pains.

"We've moved some people around and changed the way things were being done. ... The waits times are (now) minimal, if any at all," he said.

Passengers interviewed on Maui gave mixed reviews.

"I've taken many cruises, and this is the worst," said M.S. Savoy of Louisiana. "I feel sorry for (NCL America). They're in business, and it looks like everything's gone wrong."

Honeymooners Chris and Alison Baker of Denver said their only complaint was the quality of food at the buffet. "The staff is friendly and helpful," Alison Baker said. "If there are any problems, they are willing to find the answers. We have no complaints. We're having lots of fun."

Most passengers didn't complain about the ship's crew, saying most were helpful, courteous and friendly.

Still, Rex Johnson, executive director of the Hawai'i Tourism Authority, said any complaints about Hawai'i could hurt the industry as a whole.

"Anytime you get bad press ... it certainly doesn't do the image any good," Johnson said. "But in support of NCL, it's a brand-new product and they need to work the kinks out of it as soon as possible. They've admitted it."

The cruise-line sector is still a small part of the state's tourism industry, Johnson added. NCL remains committed to establishing an interisland presence in Hawai'i, realizing the potential in the market here, he said.

"We'll get through this startup phase, and we intend to make sure the product lives up to the destination as well," Kritzman said.

Hank and Phyllis Miller would say the company has a long way to go. After arriving in Hilo on board the Pride of Aloha, the couple headed for the Wal-Mart to buy disinfectant spray — not exactly what the Michigan couple had in mind on their 40th wedding anniversary and first trip to Hawai'i. But the smell in the bathroom aboard the Pride of Aloha was just too much to bear.

"Nobody's happy," said Hank Miller, 61, who complained of two-hour waits to get into the dining room, and longer to get food. "The ship is not ready to sail with half its crew that can't properly take care of these people. ... It's a shame."