Menu
For Business Write a review File a complaint
Norwegian Cruise Line Customer Service Phone, Email, Contacts

Norwegian Cruise Line
Reviews and Complaints

www.ncl.com

Learn how the rating is calculated

1.3 5 Reviews 314 Complaints
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Norwegian Cruise Line Complaints 314

ComplaintsBoard
W
10:48 am EDT

Norwegian Cruise Line Unauthorised card payment

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.

Desired outcome: Refund and compensation for the damage caused

Read full review of Norwegian Cruise Line
Hide full review
ComplaintsBoard
D
1:43 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Norwegian Cruise Line My Sapphire status

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

Read full review of Norwegian Cruise Line and 1 comment
Hide full review
1 comment
Add a comment
C
C
Country Cruise and Travel
Slidell, US
Send a message
Oct 22, 2022 8:53 pm EDT

They just don't care anymore. NCL used to be one of the best, but no more. I think they are the worst!

ComplaintsBoard
A
9:42 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Norwegian Cruise Line Cabin

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

Read full review of Norwegian Cruise Line
Hide full review
ComplaintsBoard
D
2:26 pm EDT

Norwegian Cruise Line Alaska Cruise aboard Cruise Ship Encore August 7 2022

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.

Desired outcome: I want to discuss with a manager of the team to let them know their standards needs to be addressed. And possible compensation for missing our plans and having to do nothing because of her injury.

Read full review of Norwegian Cruise Line
Hide full review
ComplaintsBoard
N
2:51 pm EDT

Norwegian Cruise Line inclusive trip / flight arrangements

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>

Desired outcome: Would like for NCL to put the 7 in our group on same flight leaving at 7:28 AM from RIC arriving in JFK at 9 AM. The other 6 in our group flying out of another state are all together.

Read full review of Norwegian Cruise Line and 1 comment
Hide full review
1 comment
Add a comment
M
M
Meggy C
Ft Lauderdale, US
Send a message
Aug 19, 2022 9:37 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

I am having a similar issue with the flights that Norwegian booked. My elderly mother and I (2 people same stateroom) are going on the Hawaiian cruise that departs on August 27 out of Honolulu. Norwegian booked us on different flights and refuses to change them so that we fly together! We have been calling everyday and they keep running us around in circles. Why would a cruise line and their “air department” book two people that are sharing a stateroom and are on the same reservation on different flights? This is absolutely ridiculous we have planned this cruise over a year ago and my mother has mobility issues!

ComplaintsBoard
J
6:18 pm EDT

Norwegian Cruise Line customer service and food

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

Read full review of Norwegian Cruise Line
Hide full review
ComplaintsBoard
I
5:33 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Norwegian Cruise Line Do Not get ill, or injured too close to your cruise, you will pay for that.

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.

Desired outcome: I wouldn't even know what to request. This was to be my first cruise, and now is to be my last experience. Valuable information though I can share with others !

Read full review of Norwegian Cruise Line
Hide full review
ComplaintsBoard
T
4:31 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Norwegian Cruise Line NCL will not honor cruise credits

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]

Desired outcome: NCL allows us to use our $2000 towards a cruise...ONE cruise...

Read full review of Norwegian Cruise Line and 2 comments
Hide full review
2 comments
Add a comment
P
P
PaMore
Richmond Hill, CA
Send a message
Aug 24, 2022 11:36 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Try contacting Katty Byrd, NCL's VP of Guest Services to complain about this; its better to go right to the top in these cases (I did). None of these folks will ever call back but someone will respond to your email: vicepresidentguestservices@ncl.com Be sure to reference the email sent to all NCL customers on January 19, 2022 that specifically addresses refunds and cruise credits, among other points. You could also file a complaint with the Attorney General of Florida's office (AG is Ashley Moody), Consumer Protection division. NCL is based in Miami Florida and the AGs Consumer Protection division has the following mandate (taken directly from their web page https://www.myfloridalegal.com)

"The Consumer Protection Division of the Office of the Attorney General is the civil enforcement authority for violations of the Florida Deceptive and Unfair Trade Practices Act. The Division protects consumers by pursuing individuals and entities that engage in unfair methods of competition or unconscionable, deceptive and unfair practices in trade or commerce. The Division also partners with other state attorneys general as well as state and federal agencies in joint enforcement efforts. Since 2011, the Division has resolved 558 investigations and generated more than $10 billion in recoveries."

They (Consumer Protection Division) responded to my online submission within a week and wanted all my documentation/communication with NCL so they could "identify patterns of and investigate potentially unfair and deceptive trade practices and take action to protect the broad public interest."

Even if it doesn't get your cruise credits back, being able to contact and complain to a legislative body might provide you with some closure.

Additionally, there is another place to file a complaint: Elliott Advocacy Group https://www.elliott.org which is a consumer advocacy group who will reach out to NCL on your behalf.

Best of Luck!

L
L
Linda Sunderbruch
US
Send a message
Jan 01, 2023 9:50 am EST
Replying to comment of PaMore

PaMore, thank you for the information. The service level consultants are rude and obnoxious. I think they hire them for that purpose. I'm a gold member and I'm removing myself from all future NCL cruises. This airline bait and switch is unacceptable for me. Give me the credit and let me book my own. This lure of free airfare is extremely deceptive unless they advise you that they will book it when they want and how they want especially for single passengers traveling with a group. This leads to late flight arrangements and higher expenses to change anything. Don't ever fall for this free airfare unless you are prepared to have someone else decide.

ComplaintsBoard
M
2:59 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Norwegian Cruise Line Flight booked with them arrives a day early.

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.

Desired outcome: Flight arriving the day we depart OR hotel accommodations for the day they have us arriving

Read full review of Norwegian Cruise Line
Hide full review
ComplaintsBoard
R
2:42 pm EDT

Norwegian Cruise Line Mailings

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

Read full review of Norwegian Cruise Line
View 0 more photos
Hide full review
ComplaintsBoard
L
9:49 pm EDT

Norwegian Cruise Line NCL airline booking

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.

Desired outcome: NCL to change our airline flights to more direct flights with shorter layovers

Read full review of Norwegian Cruise Line
Hide full review
ComplaintsBoard
A
11:43 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Norwegian Cruise Line Booked a cruise for 4 people inclusive of air.

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.

Desired outcome: Will not change our flights therefore we are requesting credits to be used on the cruise line while aboard Jewel.

Read full review of Norwegian Cruise Line and 3 comments
Hide full review
3 comments
Add a comment
L
L
Linda Sunderbruch
US
Send a message
Jan 01, 2023 9:38 am EST

I have the same experience as most of you. I'm traveling with a group of 4 other people driving 90 miles to the airport. They received their flights 2 months ago. I called twice regarding mine and I got the same response each time stating they have until 30 days before departure to book your flight. I finally received my flight booking and I am not returning on the same flight as everyone else. I got the same repeated "read the fine print" information and absolutely NO concern about my situation. I argued with them for 20 minutes pointing out that their delay in booking my flight because I am a single in a cabin shows blatant discrimination. They book couples and groups first. That practice forces people like me to pay double to change seats or even more to change flights. All out of pocket. I am a gold tier member but this will be my last cruise with Norwegian. They ended up canceling my cruise saying I requested that and refunding me barely a third of what I've paid. This is horrible customer service.

They absolutely need to inform you when you book that the "free airfare" means you are at the mercy of when they choose to book it and how they choose to book it. If I wanted to vacation on their great deal with that understanding first, I would never do it. When I called back about the cancellation, I was in tears.

Norwegian you have lost a valuable customer and created a miserable vacation for me. Either I go on their terms or I lose my money. The free airfare is a nightmare. Don't fall for it!

N
N
Nancy Wall
US
Send a message
Aug 18, 2022 3:03 pm EDT

We are having same problem. However they are saying 75% penalty if cancelled over 30 days out and 100% penalty if cancelled 30 days or less. The fact that they have had plenty of time to get our group on same flight (which we were told as group should be no problem) and Delta confirmed there were seats on the first flight (one already assigned ), and will not budge in helping us. WE HAD ABSOLUTELY NO IDEA this would happen to us. Don't make your airline reservations with NCL and beware of Promotions.. You will be sorry

M
M
Meggy C
Ft Lauderdale, US
Send a message
Aug 19, 2022 9:22 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Replying to comment of Nancy Wall

I am having a similar issue with the flights that Norwegian booked. My elderly mother and I (2 people same stateroom) are going on the Hawaiian cruise that departs on August 27 out of Honolulu. Norwegian booked us on different flights and refuses to change them so that we fly together! We have been calling everyday and they keep running us around in circles. Why would a cruise line and their “air department” book two people that are sharing a stateroom and are on the same reservation on different flights? This is absolutely ridiculous we have planned this cruise over a year ago and my mother has mobility issues!

ComplaintsBoard
M
10:29 pm EDT

Norwegian Cruise Line Boarding and tours

On June 16th my wife and I went the Getaway for a week cruise. Boarding was a nightmare. After paying for a rapid covid test were we told by a boarding person that the 3 day test was not valid but for $75 each we had to take another test. After paying for the test we were told to join the line waiting(with the general public) waiting to board the ship. After the test we went through 4 separate stations, waiting about 1/2 hour per station showing the same exact papers at each station,

On June 18th we took a tour of the Dominican Republic. At the last stop on the tour my wife was tired and stayed on the tour bus. The bus driver started leaving I'm still on the bus", the bus driver told her that they woud be back. He drove to a tour bus rest stop, got off the bus locking the door leaving my wife on the tour bus alone.My wife called and told me what happened. When I told the tour guide he told me Don't worry they will be back then he walked away ignoring me. An hour later the tour bus came back.

I wouldn't sail with this company if the BIBICAL FLOOD came again

Desired outcome: Refund for the unneeded Covid test. Refund for the Tour and an apology to my wife for making sure the bus was empty

Read full review of Norwegian Cruise Line
Hide full review
ComplaintsBoard
P
9:27 am EDT

Norwegian Cruise Line Customer service

We had 8 phone calls with gabriel zorrilla (personal cruise consultant with ncl) concerning our flights starting at 109 days out from cruise. Every time we received notice from air canada for our trip home which was scheduled from montreal (the cruise did not even stop at montreal) to toronto to home. I spoke to gabriel each time requesting that we fly from quebec as this is where the ship docks, and further we booked an extended stay through ncl which they booked hotel pur quebec for 2 nights. Gabriel kept reassuring us at 110 days out that the flights were not final (permanent) and were just “place holders”. My brother-in-law walks with a cane so we paid extra to be on the same flight from same town. Ncl just sent a notice a couple of weeks ago that they no longer honor. Finally, on july 23 when ncl finally emailed us the true flights which they waited for 56 days out so now we only get 25% instead of 50% of what we paid for this cruise refunded. I immediately contacted ncl after on hold for 2 hours for flights office I spoke to stephanie (very curt). She stated that was the flights and ncl would not change and stated there were a lack of flights out of quebec. This is not true because my husband found 12 flights from quebec on september 23rd. Further, she stated that we could have taken the $75 shuttle but since we made hotel reservations through ncl we would have to take a train at our own expense. The problem with the train is the earliest train from quebec to montreal is 6 am and it is a 2 and ½ hour ride. The train station is 30 minutes from the airport. We would not make it to the airport by 8 am as we should for the 10 am flight ncl scheduled so this does not work for us. When I inquired who was paying for this train she stated we would have to pay and get reimbursed by the travelers protection insurance. Then I contact ncl again to discuss the train problem, as well as the 12 flights from quebec when I spoke to another employee in resolutions by the name of victor after waiting on hold for 2 hours and explained all of this he stated he could not change flights because we agreed to these flights but we did not agree to and tried on several occasions to change and victor hung up on me. We recommended to katherine in the executive offices of ncl that we could give up our hotel reservations and depart straight from the ship to the airport. However, we were told we would have to forfeit land, air and cruise. Ncl also keeps telling us to use our travel protection insurance for refund. We sent it to aon (company we purchased from ncl but it will be 21 days before they review. When I contacted the accounting department at ncl regarding the refund, I only got a message that they are behind on the refunds. As you can see this company is very unorganized and I truly believe they are in trouble by the long waits every time you contact them. Ncl should work with their customers to understand their needs. So unless you want to be a senior citizen as we are and lose over $3228.50 of your money, I would not recommend using ncl or gabrielle zorrilla as cruise consultant as he is dishonest because air canada called me back when I was on the phone with gabrielle so I conferenced him into conversation which he was not happy and air canada told me these flights were booked since march 2 which was well beyond my initial conversation with gabrille who just tells you anything. Use a more reputable customer friendly company that at least lets you use toward another cruise. We have been on about 20 other cruises and never experienced anything like this before. Terrible shady company.

Desired outcome: refund our money

Read full review of Norwegian Cruise Line
Hide full review
ComplaintsBoard
C
4:28 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Norwegian Cruise Line difference price with what I paid..

Norwegian Encore Oct. 23rd. I have paid 14383$ and the price this week end is 12842$ for the same room. My travel agency called on friday to see what you can do for it and "nothing" was the conclusion. We traveled 3 times whith you this year and we are very frustrated about it. We will reconsider to make cruises with Ncl in the future.. When something like that happen with Celebrity they upgrade us.

Danielle Richardson / Claude Touquet reservation number [protected].

[protected]

We hope to get good news from you.

Read full review of Norwegian Cruise Line
Hide full review
ComplaintsBoard
H
11:51 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Norwegian Cruise Line 4/30/22 HNL Cruise on Pride Of America - Reservation 4847110 Svc & Ins.

7/21/22 - Overall disappointed with buffet food quality, closed Restrauant’s and difficult to find customer Svc desk open. Realize staffing shortage was a problem but disappointed overall. The staff we interacted were well trained, just not sufficient staff. The last straw was after paying for a insurance Policy that NCL recommended (AON Affinity) for COVID and catching COVID. AON still has not issued a a check. AON confirmed they received my claim on 5/24/22. AON finally answered one of my follow-up messages on 7/8/22 they were busy and would get back to me when claim processed (no date). Meanwhile I keep receiving adds from NCL. Why would I even consider a cruise when I am still waiting for insurance payment.

Desired outcome: Any support you can provide to expedite my insurance claim would be appreciated

Read full review of Norwegian Cruise Line
Hide full review
ComplaintsBoard
N
1:22 am EDT

Norwegian Cruise Line Norwegian Canceled my cruise because of their own screw up!!!

My reservation number was #[protected] booked for Alaska October 9-16, 2022. Last month, July 2022, I booked and paid for our cruise in full! We had signed up for a special that Norwegian was running where the second guest flies free. I called 2 days ago to make the flight reservations and they gave me 2 seperate prices, one with transportation and one without transportation. I told them to let me call my husband real quick to see which one he wanted. He stated to get the one WITHOUT transportation because he's seen bad reviews about the shuttle system. I called back and told them to book a flight without transportation. So they then gave me a different quote. I told them no, it's supposed to be $478 and that the transfer fee needed to be taken off. Then Norwegian representative kept putting me on hold, then I get an email with a billing statement stating that I owed them money but they still didn't take off the transfer fee. I called again, and explained the situation. Then I get another email stating that my cruise is being canceled for nonpayment. I've called multiple times trying to get them to correct the amount owed and book the flight, but I have had nothing but issues with this. BAD CUSTOMER SERVICE! We are first time cruisers with Norwegian and this is completely unacceptable!

Desired outcome: I want our cruise reinstated, our flights booked and any prepaid gratuities to be returned back or a free balcony upgrade. I have screenshots of my emails that I've sent them but not all of them will upload.

Read full review of Norwegian Cruise Line
View 0 more photos
Hide full review
ComplaintsBoard
D
4:57 pm EDT

Norwegian Cruise Line Phone Air Department

I called the number that was listed on the website as the air number, after someone did answer I was informed that it was the regular customer service department, and that I would need to talk to air. He transferred me and stayed on the line, after he checked back 3 times without the air department answering, I asked him for the direct number to air and I would call back. He gave me a different number. Then next time I called again when a person answered it was regular reservation I asked to be transferred to Air I was on hold for an hour when I talked to someone they said that it was within 75 days and no changes could be made. We had not been issued our flight tickets and just wanted to add an pre cruise day in our initial port. Last time we used your flight service it was 40 days to request a change. Since we wanted to add a day I am sure your partner hotels would be thrilled that they lost out on a reservation, especially when the cheapest partner hotel was well over 400 a night. This might make sense if we already had our air confirmation, but prior to travel being booked in my opinion is because you don't want to be helpful and don't care about your customer service reputation. After being on hold in one of the prerecorded messages the phone gets noisier with static, maybe this is a tactic to make people think they have a bad connection and hang up, happened every time I was on hold. I am a haven guest and have used your air one other time, we were booked on a horrible red eye. I don't care how many people fly free I won't use it again, and will look at other cruise lines.

Desired outcome: I don't think it matters what I would like the out come to be, but being able to add a pre night additional hotel before air is issued would be helpful. I believe this will fall into the 89% of unresolved complaints.

Read full review of Norwegian Cruise Line
Hide full review
ComplaintsBoard
P
10:26 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Norwegian Cruise Line NCL suspends cruise multiple times, refuses to refund money as promised.

NCL canceled and rebooked my 7-day Hawaiian island cruise 3 times in 2 years. First sailing was supposed to be April 2020 and I paid in full by the due date. In March of 2020 I was told that cruise had been suspended but if I would be willing to rebook for a later date there would be no additional fees as well as the addition of free upgrades and future cruise credits; if I chose to cancel and since it was so close to the embarkation date, I would lose all but about $500. I rebooked the same cruise for August 2020, and it too was cancelled in July of 2020. again I was given the same "choice" as above: rebook with even more bells and whistles at no additional charge to me or, lose about 95% of the money I had already paid. I again rebooked for a much later sailing date of November-December 2021 as I believed the NCL propaganda machine with their promises to deliver. This rebooked cruise was suspended in March 2021 and for the third time I was given a "choice" of rebooking the same cruise for a later date with upgrades and future cruise credits or, losing almost all the money I had already paid. I foolishly rebooked the Hawaiian island cruise and added another state room to my booking which was for March 2022. Suspended.

During this period I spoke with six different cruise consultants and received several emails from the VP of guest services (Katty Byrd) and the President and CEO of Norwegian Cruise Line (Harry Sommer) indicating that all active future cruise credits would be extended until the end of 2023 and a full refund of all payments would be returned to the original form of payment by June 21, 2022. In my NCL Latitudes (Future Cruise Credits) Account there is a total of $5586.26. I have received a refund to my Visa credit card of $486.61. I paid a total of $13969.43 for this cruise in 2019. NCL states that after reviewing my account I have the "choice" of carrying my future cruise credits over to another cruise in the future or having the balance of my Latitudes account, $5586.26 paid out. This leaves a difference of $8383.17 of money that I paid from two credit cards (Visa and American Express) that NCL is keeping for not providing the service they promised. I have every email, invoice, receipt and phone call documented from May 19, 2019 until July 4, 2022 that shows I did everything possible to comply with NCL's offerings and abided by their policies in the the spirit of good faith while they absolutely did not comply nor honour their own company policies.

Desired outcome: I want a refund in full by July 15 to my credit cards of all the money I paid to NCL for services I never received. That is: American Express $1237.66 and CIBC Visa $12731.77

Read full review of Norwegian Cruise Line
View 0 more photos
Hide full review
ComplaintsBoard
S
10:25 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Norwegian Cruise Line Misinformation given at time of booking

When we booked the cruise and when we made final payment we were told following when asked specifically,

1. If booked thru NCL, air tickets will be issued 45 days before actual date and today we are 30 days away and still not received any tickets but some airlines send email about our flights being cancelled!

2. Only one stop or non stop flights will be reserved but many of my friends in same group have 2 stops and my online account shows tentative 2 stop and the return date is wrong even though my booking shows correct date and I called them 3 times already to make the correction

3. When booking we were assigned a group coordinator to help us plan the entire group planning but they kept passing the group to diff reps and none of them return calls when we call!

4. When booking, we had specifically mentioned that my parents will be celebrating 50th wedding anniversary and hence the trip was planned and they r old and need lot of help with different things...their tickets are not yet out, their online account shows no info on air tickets and when called their system shows wrong return date! This is how NCL helps planning ! Just ridiculous and pathetic!

Desired outcome: I ask them to make arrangements for my parents to have a pleasant first cruise experience for their 50th wedding anniversary.....possibly non stop/1 stop flight and correct return date with no red eye flight for them and me.

Read full review of Norwegian Cruise Line and 1 comment
Hide full review
1 comment
Add a comment
K
K
Ken mcc
Hanson, US
Send a message
Jul 02, 2022 12:51 pm EDT

Just got off the phone with Arleen from costumer service after a 60 minute hold. (This woman should be fired) booked a cruise and 20 days before sailing e-mail states that adult deck and sports complex will be closed during our trip. They believe a 50 dollar on board credit will compensate us on a 5000 dollar trip. What has happened here is we bought a expensive sports car and on pick up day the dealer changed all the parts to cheap aftermarket stuff. I would not have planned this trip on this boat if we knew the decks were undergoing maintenance. They knew for at least a year about the maintenance and said nothing. We should have let the cruise industry sink during Covid because they could give a [censored] about the customer . The airfare was a disaster, trying to get them to allow credits towards the cruise was a disaster. I have not put a foot on the boat yet and hate this cruise line already along with the customer service department. If your thinking of a cruise go with Royal Caribbean

S
Author of the review
S
sweta74
CHESTER SPRINGS, US
Send a message
Jul 07, 2022 7:19 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Replying to comment of Ken mcc

Finally i get my tickets with wrong date and after taking a week to make the correction in date, I have been assigned a 2 stop flight though I was the first one to ask them to correct my date. They said I can cancel or be a no show and they do not care. Not only they booked my handicap parents in a different flight but they booked them with not a single person from our group of 50 people. Never ever travel Norwegian even if they offer it for free!

Norwegian Cruise Line Reviews 0

Looks like Norwegian Cruise Line has no reviews yet.
Write a review
Subscribe to receive notifications of all new customer feedback

If you represent Norwegian Cruise Line, take charge of your business profile by claiming it and stay informed about any new reviews or complaints submitted.

👉 Claim your business

About Norwegian Cruise Line

Screenshot Norwegian Cruise Line
Norwegian Cruise Line offers a variety of cruise vacations to global destinations. Their services include onboard accommodations, dining, entertainment, and various recreational activities. Travelers can choose from multiple ships and itineraries to suit their preferences.
How to file a complaint about Norwegian Cruise Line?

1. Log in or create an account: To begin, please ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, you will need to create one by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint submission form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Norwegian Cruise Line. Make it specific and clear, such as "Overcharged for Cabin on Norwegian Cruise Line" or "Poor Customer Service on Norwegian Getaway Cruise".

4. Detailing the experience: In the complaint details section, provide a thorough description of your experience. Include key areas such as booking process, cabin conditions, customer service, onboard facilities, hygiene standards, food quality, and any specific incidents that occurred. Mention any transactions you had with the company, including booking numbers, dates, and amounts paid. Clearly describe the nature of the issue, the steps you took to resolve it, and how the company responded. Explain how this issue has personally affected you, whether it be stress, financial loss, or disappointment.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, correspondence, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred as a result of the issue with Norwegian Cruise Line. In the 'Desired Outcome' field, clearly state what resolution you are seeking, whether it be a refund, compensation, or another form of resolution.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, make sure to regularly check your account on ComplaintsBoard.com for any responses or updates regarding your complaint. Engage with any follow-up queries or resolutions offered by Norwegian Cruise Line or the ComplaintsBoard.com community.

Overview of Norwegian Cruise Line complaint handling

Norwegian Cruise Line reviews first appeared on Complaints Board on Sep 28, 2006. The latest review Lost wheelchair - Norwegian jade was posted on Aug 5, 2024. The latest complaint Unethical behavior was resolved on Oct 26, 2012. Norwegian Cruise Line has an average consumer rating of 1 stars from 319 reviews. Norwegian Cruise Line has resolved 26 complaints.
Ratings on other review websites
Trustpilot
Trustpilot
1.5
910 reviews
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. Norwegian Cruise Line Contacts

  2. Norwegian Cruise Line phone numbers
    800 0310 2121
    800 0310 2121
    Click up if you have successfully reached Norwegian Cruise Line by calling 800 0310 2121 phone number 45 45 users reported that they have successfully reached Norwegian Cruise Line by calling 800 0310 2121 phone number Click down if you have unsuccessfully reached Norwegian Cruise Line by calling 800 0310 2121 phone number 58 58 users reported that they have UNsuccessfully reached Norwegian Cruise Line by calling 800 0310 2121 phone number
    50%
    Confidence score
    Customer Service
    +47 21 956 210
    +47 21 956 210
    Click up if you have successfully reached Norwegian Cruise Line by calling +47 21 956 210 phone number 6 6 users reported that they have successfully reached Norwegian Cruise Line by calling +47 21 956 210 phone number Click down if you have unsuccessfully reached Norwegian Cruise Line by calling +47 21 956 210 phone number 2 2 users reported that they have UNsuccessfully reached Norwegian Cruise Line by calling +47 21 956 210 phone number
    50%
    Confidence score
    Norway
    +358 931 579 407
    +358 931 579 407
    Click up if you have successfully reached Norwegian Cruise Line by calling +358 931 579 407 phone number 1 1 users reported that they have successfully reached Norwegian Cruise Line by calling +358 931 579 407 phone number Click down if you have unsuccessfully reached Norwegian Cruise Line by calling +358 931 579 407 phone number 1 1 users reported that they have UNsuccessfully reached Norwegian Cruise Line by calling +358 931 579 407 phone number
    Finland
    +46 840 308 702
    +46 840 308 702
    Click up if you have successfully reached Norwegian Cruise Line by calling +46 840 308 702 phone number 1 1 users reported that they have successfully reached Norwegian Cruise Line by calling +46 840 308 702 phone number Click down if you have unsuccessfully reached Norwegian Cruise Line by calling +46 840 308 702 phone number 0 0 users reported that they have UNsuccessfully reached Norwegian Cruise Line by calling +46 840 308 702 phone number
    100%
    Confidence score
    Sweden
    +1 (866) 234-7350
    +1 (866) 234-7350
    Click up if you have successfully reached Norwegian Cruise Line by calling +1 (866) 234-7350 phone number 0 0 users reported that they have successfully reached Norwegian Cruise Line by calling +1 (866) 234-7350 phone number Click down if you have unsuccessfully reached Norwegian Cruise Line by calling +1 (866) 234-7350 phone number 0 0 users reported that they have UNsuccessfully reached Norwegian Cruise Line by calling +1 (866) 234-7350 phone number
    More phone numbers
  3. Norwegian Cruise Line emails
  4. Norwegian Cruise Line address
    7665 Corporate Centre Drive, Miami, Florida, 33126, United States
  5. Norwegian Cruise Line social media
  6. Olivia
    Checked and verified by Olivia This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Aug 10, 2024
  7. View all Norwegian Cruise Line contacts

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.