Norwegian Cruise Line

I have contacted Norwegian guest services, special assistance and the air department several times regarding requirements for my certified service dog. The waits on hold for the air department are excessive (1.5, and 2 hours). I'm currently on hold again for the air department. Offering the option of a callback would be far more convenient. Most modern businesses do this. Furthermore, the air itinerary that I have been given is not direct, so that will add anxiety for me and my dog due to the transfers and risk of missing a flight. I naively thought that direct flights to Seattle, and from Miami would be offered. My preferred airline would be Air Canada, as they know my dog.

My reservation is [protected], Norwegian Encore, 23 October 2022 to 13 November.

Alistair Mackay

[protected]

I am booked on the Norwegian Sun to Alaska leaving this Thursday, September 22, 2022. My traveling partner tested positive for Covid. I called Norwegian to find out my options and the representative canceled my reservation without my consent. She told me to contact my travel insurance company to get reimbursed. I did not want to be reimbursed I wanted to reschedule, but she said she could not help me. I contacted the insurance company only to find out that my policy does not cover cancelations. I called Norwegian back and of course got a different representative that advised me to contact RCI, my travel agency, which I did. The RCI representative said the Norwegian representative should have never canceled my reservation as it should have been done through RCI. Therefore, RCI contacted Norwegian and without my knowledge or consent the reservation was reinstated without my traveling partner's name. So now I have a reservation in my name only. The reservation was for two travelers. I paid for two travelers so what happened to the extra money I paid? How do I add another traveler? How do I rebook? Can I rebook? I NEED to talk with someone to find out what is going on, and I need to talk to someone ASAP, as my reservation is for this Thursday.

I booked a cruise to Hawaii in the spring of 2020 for my 35th Anniversary. It was postponed and cancelled every year until 2022, due to covid. I have requested my full refund since last spring. Still NO REFUND. I have had several conversations with various reps. STILL NO REFUND. Who in the Dept of the United States do I need to speak with? Is the Cruise line hold my thousands of dollars and everyone else`s money to collect interest. Any help would be appreciated.

Had cruise paid in full for new years hawk an cruise. Cruise consultant told me I could fly day before and they booked hotel. Was emailed what additional would be. Next email few hours later cruise canceled.

Norwegian Jewel

RES # [protected]

Sailing Date: July 11,2022

On Monday, March 10, 2022, I and my wife booked a cruise to Alaska on Norwegian Cruise Lines. We were going to depart from Vancouver, Canada on July 11, 2022, aboard the Norwegian Jewel. The Norwegian Cruise Line (NCL) had an air promotion where you pay airfare for one passenger, the second guest is free. When we booked on the above date we paid for the cruise, airfare, and some add on aboard ship as well as shore excursions. The total amount paid was $4,668.11 on Reservation #[protected]. At time of booking, they were informed we would be disembarking at Seward at the end of the cruise and would not need airfare to return as we our staying in Alaska for another week.

On April 12,2022 I received an email from Norwegian with information on the ‘Fly Free’ and ‘Travel with Guarantee Air Program.’ I called the Customer Service number, [protected], I spoke with a representative on the phone after being on hold off and on for over 1 ½ hours. My concern was that I had not received an airflight confirmation. I was told I would have that information within 48 hours. I went through numerous extended ‘on hold’ time and promise the information coming soon over and over again.

On May 25, 2022, I received an email stating they are experiencing issues and our flight information would be delayed and we should have the flight information days prior to embarkation date. At this time, I noticed on my cruise confirmation that it didn’t look like my wife had a flight departure city. I again contacted NCL by phone and was told I would get a confirmation within 48 hours of her flight along with mine. I waited 72 hours, I called NCL back and after being on hold off and on for nearly 2 hours, again they said I would receive the airline ticket information/confirmation within 48 hours. I called NCL three additional times and told every time I would receive the information/confirmation within 48 hours.

Finally, on June 17,2022 I received a flight confirmation for myself, Carroll Cacy, but not for my wife, Katherina Cacy. Again, I called, and after being on the phone for a total of 3 hours, I spoke with Annie and Stephanie (Supervisor), I was told it was their mistake and would have the airline ticket to us within 48-72 hours. Also, Annie had me email her at [protected]@ncl.com How could this be our mistake?

After waiting over 72 hours, I called on June 24th the NCL customer service number, and after of being on hold again, I was told the issue would be escalated per Karen, since the sail date is less than a month away. Again, was told we would get the airline ticket information/confirmation within 48 hours. We did not receive any information or any communication via email or phone after 48 hours.

On June 29th, my wife, Katherina Cacy called the NCL customer service number and spoke with Claudine. She was told that the issue was escalated and should receive resolution within 48 hours.

On July 6th, still have not received airline ticket, my wife called the NCL customer service at 11:00 AM left her cellphone number for call back. Received call back around 12:30 pm from Francis. I was put on hold by Francis to read all the notes on our issue. She stated that an email was sent to back office on June 23rd, then escalated on June 29th. Francis transferred Katherina to a supervisor, she was on hold 12:35 – 1:00 PM. Novada, Supervisor answered, then placed on hold again while Novada is waiting for air travel department. Novada stated our issue was escalated to Air’s Supervisor, and call back Friday, July 8th noon if I haven’t received Katherina’s ticket information.

On July 8th, I, Katherina called back and was on hold and disconnected several times. I spoke with Roselyn, transferred to Air Dept, was disconnected. Called back immediately, spoke with Dan, which he asked for my phone number in case we were disconnected. Which did happen, didn’t get a call back. I called and of course I’m on hold waiting for a representative, which at 4:59 pm Destiny answered. Disconnected again, called again spoke with Shelby at 5:03 pm. Shelby stated that the note on our reservation states an email was sent on July 6th stating that Air is going to credit Air cost to our credit card. Disconnected again! Call again at 5:39 pm, spoke with Megan explaining again the issue, placed on hold and again disconnected. Called back, on forever hold, spoke with Masos transferred to resolution desk, I spoke with Wantisha at 7:02 pm who transferred me to Air Dept. at 7:08 pm. I spoke Stephanie in the Air Department who saw the email stating Sonya email about us to be reimbursed by Stephanie put me on hold to get a hold of Sonya – Air Supervisor. Notes say reimbursement to us for $634.00 per Sonya and she sent the email stating just that, however, Stephanie couldn’t forward the email to us because it was an internal email. I was also told by Destiny, Shelby, Megan, and Masos that the email stated for us to get reimbursement for the cost of Air travel.

In reviewing, on July 8th, I spoke with 7 different NCL representatives and was disconnected four times. I was on the phone from 3:45 – 8:00 pm! Carroll booked and paid for my airfare on the same Alaskan flight that Norwegian had booked for me. The total came to $727.33 for one way trip, which was the last seat on the plane. We didn’t get to sit together. We are still waiting for our refund. Please send our refund immediately, there is no reason for this going over 45 days.

This has been such a bad experience for us, and the stress level was high. This never should of happen at all and why wasn’t the issue taken care of immediately? Where’s the customer service, accountability or integrity? I thought this was going to be easy and relaxing, I believed NCL was taking care of everything.

Sincerely,

Carroll and Katherina Cacy

[protected]@specturm.net

I need to contact you in relation to the issue with the cruise credits which we had on our account and which I discussed with NCL representative Eric on a number of occasions before we went on our holiday.

In March 2022 it was confirmed to me that we had £455.18 of cruise credits which were available for us to use. I rang and spoke to Sherilee as I wanted to use some of them to upgrade the wifi package against my husband to Unlimited and also purchase Social Media Packages for our two children.

Sherilee informed me that I could use the credits for the upgrade to wifi (using £36.23) but I was unable to use them to purchase the social media packages. However, she said that on boarding the ship I could speak to staff onboard and look to get these packages with the credits at that time as well as use them for other things such as excursions, going to the spa etc.

This left me with credits of £455.18 to use on the ship which I was quite happy with.

The confusing thing about what Sherilee had said was that I received an invoice which showed me not only did I have the upgraded wifi package but that I also had two social media packages so I assumed that I also had these.

When I went to Guest Relations on the ship on my first day (I stood in a really long queue in order to make sure that I spoke to someone on my first day as advised) I received a completely different answer. I was told by Rodel Morales that I did not have any credits or any social media packages and that he would look into and get back to me. Later that day I received a telephone call to my cabin from Marsha Lewis. She said that the social media packages were showing as unpaid, which I queried seeing as I had an invoice showing me they had been applied to my account and she also said that any credits had to be used before boarding. I explained to her about the conversations I had with Sherilee when I was told that they could be used on the ship for excursions and use of the spa. Marsha said she would investigate further and get back to me.

In the meantime, myself and my family found ourselves on the ship with a lot of confusion. All the children wanted to do was to access wifi and I had information showing that we should have it but then I was being told I didn't. This made our first day on the ship very stressful to the point where I was in tears.

On Day 3 (27th July) of our cruise I received a telephone call from Guest Relations at 6:45pm asking if my queries had been resolved. As I had not heard back from Marsha I answered that they had not been resolved as I had not received any further contact. They offered to transfer me to Marsha to get an update but I was then informed that she was unavailable and so they would ask her to get back to me.

It was not until late on Day 4 (28th July) when I received an answerphone message on my cabin telephone at 8:18pm from Marsha asking me to ring her back. As I was out having dinner at this time I rang back at 10:15am on 29th July (Day 5 of our 7 day trip) but was told that she was again unavailable. I asked if she could ring me back and leave a message regarding the position of my queries if I was not there.

No message was left on my answerphone so later that day I again went to Gust Relations and spoke to Carolina Soler. I had to once again explain my query and she took a copy of the invoice which I had which showed credits of £455.18 and said she would speak to Marsha about it.

In view of the fact that this was on Day 5 of our 7 day cruise and I had raised the query on Day 1 I informed Carolina that I now wanted a refund of the credits on my account as there was no time to use them. She made a note of this on my account.

At 12:16pm on Day 6 of the cruise (30th July) I received an answerphone message to my cabin stating that Guest Relations had no further update and could only refer me to Customer Services, hence my email to you.

As you may be aware, our cruise was originally booked to sail in 2020. We have stayed loyal to NCL over the last two years in keeping our booking and was looking forward to the trip as it was our first ever cruise.

I took what I was informed before we went at face value and was looking forward to using the credits on the boat and then was completely shut down by all the staff I spoke to once on the ship. The hassle and distress which has been caused has left me feeling utterly dejected and spoilt what should have been a wonderful holiday. Instead, I spent all of my time trying to sort out this but to no avail.

Had I been aware of the fact that the credits needed to be used before I boarded, I would have used them. There is no-one who would waste £400+ when they could have spent it.

All of the above is also in addition to other actions by NCL which had a negative impact on our holiday (and made us incur additional charges) including:

1. The trip was also initially scheduled to leave from Venice. We booked return flights from Venice only to be informed later (and much later than the decision had been made by NCL) that the ship was then leaving from Trieste - this resulted in us having to organise a taxi to and from Trieste at our cost and added 2 hours onto our travelling time at the start and end of our cruise. A complaint was logged months ago about this on behalf of our group by Sarah Monk and this still has not been addressed or responded to.

2. The original trip called at a different place each day – Agrostoli was then removed and Day 5 turned into a day at sea

As I received no help whilst on the ship I am now looking for your help in resolving this matter and for a refund of the credits of £418.95 to the credit card which was used to pay for the holiday, plus reimbursement of the additional costs incurred in the transfers from and to Venice and Triests (I can provide email confirmation of these bookings), plus compensation for the way in which everything has been mis-handled and for the removal of the visit to Agrostoli. In view of the above I think this is only fair and it will go some small way in restoring my faith in NCL.

I lodged this complaint with NCL on 4th August and was informed that I would receive a reply within 30 days. I have not had a reply and so I tried to get a telephone number of email address of someone I could speak to in Guest Relations, only to be told they do not have a telephone or email address and that the only option was for me to complete another form. This is unacceptable as these forms are just ignored and are not responded to.

Originally booked a cruise and put a deposit down of $300. NCL canceled the cruise and converted our deposit into a Cruise First Certificate. Now they won't honour the $300 credit saying it can't be converted from Canadian to US dollars. So Norwegian essentially stole $300 from us.

This certificate should be allowed to be used towards our current booking.

I have been on hold for countless hours and hung up on multiple times. This is the worst experience with customer service from any company.

An employee did not load my luggage on the ship, was without my luggage for four days, had no clothes to wear they gave me a robe to wear and said we will wash your clothes you are wearing and will get them back to you asap, did not get my clothes till two days later missed all my sightseeing, did not have my meds were in the luggage, landed up in their emergency clinic and next day gave me a $2100 bill for two hours I was in there, charged my credit card was stuck with the bill, only thing I am asking for is a refund, it has been two months and nothing. I want my money it should have been a free cruise the way I was treated. DID NOT ENJOY THIS VACATION AT ALL!

Hi ther , your comps took the bill payment twice out of my account, left me with no money for rest of holiday once off the cruise ship,Norwegian escape. I was stranded and had no money to continue my journey. I want to claim all monies back plus cancel future cruise and be compensated by your companies error as this has caused emotional and financial distress to myself and my family.

I have taken 12 cruises since 2006 with Norwegian and am now to Sapphire status. I have been noticing over the years that the customer service to platinum has declined. Yes you get 2 extra specialty dinners and a free bag of laundry but if you read the tier benefits there should be a concierge to help make your reservations for dinner , entertainment, and excursions , people to seat you in the theater, early access before the cruise to book restaurants, and a behind the scenes ship tour which I looked forward to. We had none of this. I asked a crew member outside the theater if there was special seating for platinum, they had no idea. Same answer calling before the cruise to make my dinner reservations. I was told I had to do that on the ship where I waited probably 20 minutes to do. Priority embarkation is great, but friends that traveled with us for the first time on NCL paid for this so there was a longer line than normal. The cruise was great and our first time friends bought 4 cruise next rewards but I really wish there was more recognition for loyal NCL cruisers. It seems now the only ones fussed over are in the Haven. We cruised in an aft cabin haven suite in Feb and loved It.

Our reservation # was 4581673 RM 11156 Aug. 8th thru 15 Alaska out of Vancouver. I just had to vent.

Thank you

Donna Hepner

Hello,

I, Amanda Peavey, reservation #[protected] checked into stateroom 9254 on the Norwegian Breakaway on Sunday, August 14,2022. When I opened the minifridge there were 2 roaches in the fridge. I took a napkin, killed them and threw napkin in trash.

I immediately went down to customer relations desk and complained. They moved from mid ship to aft, over the engine to room 9912.

Two nights later, we discovered roaches on the bed in that cabin.

I decided not to say anything because I knew that the boat was infested and no where would be safe.

Needless this affected my dining, my sleeping and every other activity.

I will never cruise on Norwegian again.

I am thoroughly disappointed and my vacation I had planned for so long after the pandemic was ruined.

Amanda Peavey

We are seasoned cruise vacationers. 30 plus. It seemed that from the beginning in signing up for this cruise to walking off the ship after the cruise we have had a difficult time. The agents in the beginning were not that helpful and expected us, the customer to fill out all their forms and information ourselves. Required questionnaires were difficult to work through and manage. The day of arrivals was a fiasco also with the security and registering procedures. You expected old people to use their phones for verifications etc which we are not that familiar with the technology. Upon arrival in our cabin, we found it smaller than many of the other lines we have sailed with and was charged for the so called up grade. Ship personnel in general we pleasant will the exception of the bar tenders. (And we only drink soda, not alcohol. General food was of the average and in most cases sub par from other lines. Offering were limited in taste and quality. My wife was injured the second day. She tripped over some chair legs and carpet strips and sprained her ankle and fell on her kneel of the leg that she had hip replacement in march. I had to spend my day in Juneau, traveling to areas where I could purchase medical supplies and braces costing me greatly for transportation and missing out for our dinner at the Crap Restuarant. At this time we needed a wheelchair to transport her for dining. She did recover enough to go out on our excursion in Ketchikan. Dining in the restaurants was sub par for both food offerings and service. Entertainment was amateurish and sleezy. The missing of the Skagway port was very disappointing but understood the reason but replacing it with Icy point was not. One of my biggest complaints was the Victoria visit. If I was told that we wouldn't arrive in Victoria until 8 pm at night, I would have chosen a different cruise because we were looking forward to visiting the Buchart gardens again. The injury to my wife caused us not to be able to do or visit what we planned. The inefficiency of the performance of customer service both on and off the ship was very disappointing. Our so called cruise coordinator did NOTHING to help. and it seemed that when we needed something done, we were the ones that needed to do it. Sorry, but with our other experiences with cruises, this one didn't even come close to our standards.

Group cruise using a "promotion" made months in advance of departure on October 9, 2022.

Were told they could not guarantee airline we preferred, but we should be together as a "group" . Part of our group on same airline and same times. The other 7 of our group split up into 3 different flights. Group reservation should mean something! We have various health needs in the group and planned to help each other out. We have called the airline and there are seats available but were told that NCL is only one to make changes.

After several days talking to NCL, they WILL NOT BUDGE on policy to help us. One of us (senior) will be traveling by herself, two not arriving into NY until later, therefore rushing them (will need wheelchair), and other four traveling to Newark. Not sure if representative in the Air Dept for NCL was a new employee, but this really is unacceptable. We are still over 50 days out before our cruise date. We have learned our lesson, not to accept a "promotion deal" at all. DO NOT BOOK YOUR FLIGHT ARRANGEMENTS THRU NCL. MAKE YOUR OWN.

Because NCL refuses to help getting us together on same flight from small airport, we will not be cruising with them again nor will we recommend NCL>

Hello, I cruised on Norweign Spirit on 8/5/2022 to Alaska. I was looking forward to this cruise for over 1 year. I flew into Seattle and boarded the ship there. I found that the customer service was not very nice at all. First of all I had paid for evertying in advance, I understand they take your card info and at end of curise they bill you, but I was told they hold money everday and what you dont use they give you back,this was so confusing, i was told at end of cruise, that I could get cash back, but did not, i dont like the way they did things, I know i was not the only one, I heard others compaling about it, I also paid for the upgraded Wifi where i get streaming, and there were problmes with it, they did give me ond ay of credit, but still was not very good, when there were excursions outside, not sure where to go, the whale watching had 4 different events at same time and noone to tell us the correct spot, finally someone came to tell us, could not hear the captain from my room, and the food serviced in the buffet was Terrible. The same thing all the time and it was cold. I would not take the Sprit again, i have traveled another norweign line the Escape in Oct 2019,a nd it was m uch better thant he Spriirt. Very disappointed in the service I received on the ship

I had the misfortune to break my ankle just 4 days before my cruise. Apparently, it is an ugly break that requires additional medical attention. Since I am unable to walk it was necessary to cancel my vacation.

Cruise line informed me because it is too close to our departure date the penalty is 100% of the price I paid, ie you get nothing. I did purchase insurance which only covers injuries while on the cruise. I was supposed to purchase a different insurance - the one I never saw advertised.

Since that cabin has been paid for and I have a friend booked on this same cruise and has an inside cabin, I asked if she could move into mine, Nope can't do that either.

Bottom line. You get hurt or ill, they get your money and you lose.

On 4/2019 we went on a NCL cruise and an agent convinced us to spent $1000 to purchase credits on future cruises and they would match our $1000. we spent $l000 for that credit and were told clearly that we could use these credits either for our family and for ourselves. ($2000 total)

Covid Hit.

I called numerous times to make sure we still had our cruise credits and each time asked if we could use the $2000 for a future cruise and was told every time by every employee YES. i even asked if it could all go towards one cruise and again was told YES.

3/4/2020 I called again and talked to our cruise consultant Juliette. She assured me we were fine and even gave me her personal number to contact her with concerns but that the credits were still there and we had another two years to book a cruise when we felt safe.

Finally on 7/28/2022 i called to book a cruise with NCL. When we were finalizing the cruise i was told I COULD NOT use the $2000 credits..only $250 per cruise. I was shocked and said i was given misinformation by several agents. I was sent to a resolution supervisor and she was rude and blunt. She said she checked the phonelines and i had never called..not true! she said i should have read the fine print and it was my fault but i told her i had asked specifically if we could use all of our credits towards one cruise and was told yes. she finally thanked me for calling NCL and hung up on me.

I have sent emails, letters, called and waited online to chat. on 8/8/2022 I waited to chat nearly four hours. I was actually told i was #1 next in line for nearly two hours when i finally disconnected. I do not know where to go.

We are retired and on a limited budget. If i can not use my $2000 credits, I would like my $1000 refunded to us.

Please help us. Please.

Thomas Gardner - Hope Gardner

[protected]@cox.net

]NCL account number 246 963 21 and [protected]

[protected]

NCL booked the flight it arrives Friday but the ship doesn't sail until Sunday. I didn't request this day early arrival. I have requested help and also requested to speak to my agent's supervisor or their complaint department. My agent refuses to forward me to either of those or provide their number. I've been very frustrated with him. We've booked four cruises this year but get very little assistance and constant misinformation. I need a place for my husband and me to stay the day early NCL has us arriving.

Please stop sending promotional mail to my home. We will not be getting the Covid shots and will therefore not be able to cruise with NCL.

Randall Raley

29791 Sloop Dr

Canyon Lake CA 92587

After not travelling for the past two years my spouse and I were excited to book a European cruise with Norweigan Cruise Line. For the first time we also booked our airline with NCL... big mistake. We were shocked when we received our airline booking. It had multiple stops and a 5 hour layover! We found more direct flights with a much shorter layover. We contacted NVL and our travel agent several times only to be told no changes were allowed even though our tickets stated they were flexible. So beware fellow travellers and stay away from NCL. Avoid disappointment and frustration.

My name is Agathe Braithwaite, Reservation # [protected] & [protected] on Jewell for Aug 15/22.

2 weeks before departure we find out our foursome is booked on different flights. It was understood when we booked that we would be travelling together because of travel arrangements to get to Detroit airport from Canada. The 2 couples have a 5.5 hour difference in flight bookings. This presents a problem given that we have to make special travel arrange together to travel from Windsor to Detroit Airport. Our cruise was booked in March/April with the understanding that flight information was to follow. Just this past week we received the flight info showing different travel arrangements for our foursome. When we need seek resolution your representative would only refer us to the air travel terms and conditions which we was just received with the flight info. Your resolutions representative would not consider our dilemma and eventually hung up on us when we asked to speak to a supervisor. We called back and spoke to Crystal and her comment was there was nothing she could do. We would not have made such travel arrangements if this would have been known. I am a Gold Member and future travel with Norwegian may be in jeopardy should no resolution be found.