Norwegian Cruise Line
reviews and complaints

My explanation of NCL cruise cancellation.

I booked a reservation with NCL #[protected] for 10-day tour (July 13 – July 23, 2023) starting and ending in Reykjavik, Iceland. It was fully paid in March 2023; I added some extras - excursions in June 2023.

On June 28th , I received an email advising to start the check-in – they said in the email that it would save time on July 13th - cruise departure day. Around 3 pm, I started the check-in process using NCL online, entered some required personal information, etc.

While I was entering the information, I saw a protection plan offering, which seemed reasonable to me, so I selected this plan and proceeded by paying with my credit card. The transaction did not go through, the card was declined. I tried one more time with the same result and decided to call the NCL representatives a little bit later. I did not think that it was a big deal since that was an extra offering.

When I opened my mailbox around 5:30 pm, I saw three contradicting emails:

1. Declined Credit Card Notification (dated June 28, 3:30 pm), recommending choosing another credit card.

2. Confirmation letter (dated June 28, 3:42 pm) describing all the booking components of my reservation. Everything seemed okay according to this email.

3. Cancellation Confirmation Letter with due amount 364.60?, (dated June 28, 4:41 pm).

When I called NCL around 6 pm and spoke with customer service representative [edited], he could not understand what exactly happened, and he contacted his supervisor [edited], who tried to reinstate the policy and unfortunately could not do it on her end. She contacted another department (directly the ship) and promised to get back to me ASAP.

On June 30th, I called NCL again, spoke with Sebastian and then with Joanna, supervisor of Department of Consumer Research, the supervisor was absent. Joanna reassured me that the supervisor is working with the Norwegian Star Department directly and will get back to me on Monday, July 3rd with an answer.

On July 1, the supervisor called back and left a message that there is no inventory available on the ship, so the reservation is cancelled. I called back the number she left for me [protected]), was on the line for two hours with hours with customer service representative, who offered to replace the existing cruise tour by another one, starting in Reykjavik on July 23 and ending in Tromso, Norway on August 4th. That was her only one offer and I had to decide by 9 pm. Meanwhile, I had 4 other reservations lined up and linked to this trip including the airline tickets and was frustrated and unsure of what to do.

I decided to take this offer hoping that I will be able to cancel my tickets and get another set of tickets for the new dates. But the new air tickets were way too expensive, much more than the money we would lose on the cruise tour itself, the itinerary included many transfers/stops on the way from Tromso to New York - that would be too difficult for both of us, especially for my husband, who is 86.

We are very upset with the whole situation and this NCL’s cancellation. This crucial and unfair automatic rejection by the system caused loss of money, rising blood pressure and anxiety, and moral distress for us. I truly believe that any cancellation should be done by direct people contact, not by a system, where computer program is designed to benefit the cruise line.

I hope that you can help me to resolve this issue - we want NCL either try to reinstate the original trip or offer us a full refund for the trip.

Alaskan Debacle

Reservation #: [protected]

Reservation #: [protected]

SHIP: NORWEGIAN ENCORE

SAILING: 2-Jul-2023 to 9-Jul-2023

CATEGORY / STATEROOM: IA / 14649

CATEGORY / STATEROOM: BA / 14234

So in 2021 we booked a massive 21 day trip with NCL to Alaska. For the first part of the trip we booked the above referenced 2 rooms. We are traveling with 3 children, so we booked a balcony and the room across the hall. At the same time we booked this cruise, we also booked

SHIP: NORWEGIAN JEWEL

SAILING: 10-Jul-2023 to 17-Jul-2023

CATEGORY / STATEROOM: H6 / 14512

ITINERARY: 12-DAY DENALI/ALYESKA EXPLORER - NORTHBOUND CRUISETOUR

EMBARKATION: VANCOUVER DISEMBARKATION: SEWARD

Reservation #: [protected]

In April of 2023 I noticed that I had no transport between Seattle (where the Encore disembarked) and Vancouver (where the Jewels embarks) so I called NCL to arrange travel. The only option was a flight between Seattle and Vancouver, which was booked and charged to me without my consent. As soon as I received the new confirmation, I called to cancel the flights. Apparently, when canceling the flights (booked just a few minutes earlier without my consent) The agent canceled my entire reservation and then rebooked me without telling me that the room had changed. My reservation number did not change and I was not notified.

It was not until last night while sharing my room numbers with a friend also traveling with us that I noticed the 14234 had been changed to room 15234. Our rooms, that were supposed to be across the hall are now on different floors! I have been trying to work with NCL, but they will not do anything about it…. Not even allow me to change rooms with my friend- 14258 which would only be a few doors down. I want to room near my husband and not have our rooms be on separate floors, which is what I booked and had paid in full for

I booked a cruise on Dec 4th 22, for a Jun 19th 23 departure out of Venice to Athens. I paid for the free at sea which included unlimited open bar for cocktails and beer under $15, specialty dining, a discount on one shore excursions and wi-fi. I called three weeks before the departure and inquired about the free at sea plus and was told I had the free at sea open bar and if I wanted to upgrade it would be $1200.00. I declined to pay for the plus. When I got on the boat, I found out that I had all of it but not the free open bar. NCL sold me a cruise and promised a package and didn't deliver. NCL also knew a month if not 3 months in advance that we weren't going to Venice and did not inform the passengers until the first day aboard. We know this from speaking with other passengers that were on a online forum. This is my 3rd cruise with NCL and will be my last. NCL lied to me and the passengers on the ship Gem. Myself and many others I spoke too are very angry about this trip. I will file a complaint with the BBB and every site I can find on the web to inform future customers.

June 7, 2023 called to get price drop. Was offered cabin upgrade or cruise credit. Choose cruise credit. Was given $=amount of credit. Told we had one year to use it after end of our cruise. Got email from price drop dept. that said not eligible as no air availability on that date from my Hub. Have a screenshot of June 7 and air was available at the same price. Spoke with Supervisor who agreed that are was available at the exact price we paid. Got another email from price drop dept saying air not available so we were denied. Called corporate resolutions twice. First guy was totally useless did nothing and hung up on me. Second guy who was supposedly at the top of resolutions did zero. They would not even look into it. It’s a scam. They just don’t want to give the cruise credit. Resolutions dept is rude and totally a joke. Don’t know why they even pay for these people. Told them to listen to past phone calls to hear what was going on. Told them to look up prices on June 7, 2023. Wouldn’t do any of it because it’s a big scam. Cabin price was down almost 3k from what we paid

Norwegian Cruise Line Complaint

In December 2022, we decided to book a cruise with Norwegian Cruise Line. We called and spoke with Luis Espinoza who was going to help us book our GROUP cruise as we were booking 5 cabins. With this group booking we were promised a discount off each cabin, and he quoted us 15% as well as free birthday cakes for the 2 birthdays that we will be celebrating while on board. We went ahead and booked with him the 5 cabins. After booking, Multiple attempts to reach Luis went unanswered. Shortly after, another representative called another member of the grouping, his name was Sebastian. She informed him that he would need to speak to Dennis or Donna Hilliard as we were told by Luis, we are the ones in charge of the group. Sebastian ensured us that all that was promised would be honored. We explained to him the lack of customer service that this cruise line has, and he stated he understands that. Again, calls and emails went left unanswered by him as well. On June 21st we called Sebastian to add another person to one of our cabins in our group and he quoted us an amount. He never informed us that the price could change, much less the cabin assigned. We called again on June 26, 2023, to add this person to the booking and we were informed that the price increased by $500 and that the cabin needed to be moved. We asked to speak to a supervisor, and we got a very rude and obnoxious woman by the name of Tiffany. She did not want to really listen to our concerns, and we just learned that all 5 cabins were not listed as a GROUP, though this is how this was initially booked! I asked Tiffany why the increase in amount and she said they can raise their prices and it is part of their terms and conditions. When I asked why the cabin had to be moved, she went to say it had something to do with lifeboats. She was very dismissive of our concerns and did not try to help come to a solution to this. We informed her that we will be reporting Norwegian to the better business bureau, and she said, have a good day and hung up.

If this was not a Sweet 16 birthday celebration, we would love to cancel. We are experienced cruisers and have never experienced the lack of customer service this cruise line offers.

The only resolution we are looking for at this point is the 15% discount that was promised and advertised by Norwegian. It is extremely frustrating to get the run around that, “we haven’t been but into a group yet for 6 months. Time is really of the essence as we cruise on Aug 13, 2023, and would hope to have this issue resolved before hand.

This is our group and reservation #’s!

Dennis and Donna Hilliard (Group leaders) # [protected]

Matthew Vollmer # [protected]

Kevin Gomes # [protected]

Lenard Williams # 5156217

Christopher Green # [protected]

Dianna Seaman # [protected]

Recently returning from 3 back to back Cruises on NCL Gem from NY on 5/4/23 ending in Venice on 7/5/23. upon leaving the ship we realised we were not in fact in Venice as shown on the itinerary but Trieste! This resulted in mass confusion as hundreds of us headed to the train station & were advised that a 3 hour train trip was necessary to reach Venice. I now see that you are advising all new travellers that the ship is no Longer docking in the Venice port, We should have been advised so that we were prepared for the inconvenience plus the expense of the train trip. instead of the panic & uncertainty we faced. Without the group support on the horrendous train trip we would all have been overwhelmed, it was such sad and avoidable end to our long holiday.

We received a gift card in late 2019 and unfortunately the tracking number has been partially rubbed off. We cant find any help about how to redeem the card or check the balance unless we have this number. There is no way to reach an actual human and there are no options on the call line. Is there anyone who can help us figure out how to use this card so we can plan our trip?

Thanks

On March 13th my wife and I were getting off our cruise, We went to the cashier to settle our bill. While at the cashier a gentleman asked if we like going on crusies. We said we are planning to go to Alaska next year. He then told us about the Next Cruise vouchers that would match our deposit' So I asked what was the most I could put down and he said 2000.00 dollars and Norwegin would match so I would have 4000.00 on account to use to purchase my Alaskan trip. Today I found out that I can only use two 250.00 vouchers per cabin and it must be a balcony. I was missled by them telling me I could apply the full 4000.00 to my Alaskan cruise. That was my first Norwegin cruise and do you really think I wanted to prepay for 8 cruises. I called them and they didint want to hear or do anything. I have called my credit card company to dispute the charge and I will never travel with Norwegin again. I plan on going on social media and telling anyone that will listen or read about my bad experience.

I am writing to you because we have just had the worst experience with the customer service we received for our upcoming cruise on June 24 to Alaska. We (2 couples) are celebrating our 45 anniversary of graduating from the same high school and decided to take a once in a lifetime trip to Alaska on Norwegian. We looked on your website and found just what we were looking for! We booked under the Free at Sea promotion (Free: 2nd Airfare, Free 150 minutes of Wifi, 1 Free Upgraded dining, and $50 credit per shore excursion). We were ecstatic and thought this a very good deal. We booked on 11/15/22 so we did not miss out on this great deal. Both couples booked with the same travel agent and same Norwegian consultant. (We were on the phone conference call together.) We paid our second payment before 2/24/23 and promptly received confirmation of our cruise. The total paid was $7,238.52.

The confirmation looked fine except on the 3rd or 4th page it had only 1 transfer instead of 2. We would have called then but did not realize this was a mistake. We did not get our flights when I thought we should so I called in and Daphne assured me that all was well that we would receive these 30-60 days before. Sixty days before the cruise one of our group got a flight confirmation to Anchorage instead of Fairbanks (where our tour was to start). We were told at that time that our reservations were not linked together. (WHAT?) We also found out at that time that one in our group did not get a flight at all! After numerous calls from the travel agent and our friends we were told the reservations were still not linked and both of them did not get airfare. The reasoning from customer service was because we didn't let them know in time. Sixty days out did not seem an unreasonable time to get this fixed. But now we are less than a week out and they had to pay an extra $725 to get a flight and transfer. We are beyond disappointed. We all now have flights but they are not even on the same airline!

We were so looking forward to spending this time together and now have had a stress filled two months just trying to get everything straightened out. And now we don't even get to fly there and back together. I think it would be nice if we could receive some sort of upgrade to compensate (perhaps a balcony room and a premium plus beverage package) for the unfortunate experience we have had. This is our 7th cruise. I look forward to your response.

Thank you for your time,

My cruise reservation number was [protected]. Cruise June 2, 2023 to June 9, 2023 Bermuda and Bar Habor. On June 4, 2023 I had an excursion with Gosling's Sunset Rum Cruise. I bought four bottles of Bermuda Gold Loquat Liqueur. Those bottles were supposed to be delivered on June 8, 2023. On June 8, 2023 I called from by my room guest service asking where the bottles were. I was waiting about an hour and a half when the housekeeping supervisor came for my receipt. Then she came back 20 minutes later telling me to call Bermuda the store to figure out what happened to the bottles as well to follow up with guest services . The same evening I went to guest service, they could not help me right away and told me to come back in the morning at 6am. After getting back to my room guest service called at 2300 told me I will get refund. I wasted three hours looking for those bottles. I missed shows and actives that I wanted to see and do. I am looking for an reimbursement. Please email me at [protected]@hotmail.com. with respond. Thank you, Anna Wypasek

I called customer service as soon as I received my flight information. They clearly stated that they would not change my flight but also felt concerned about my grievance. They gave me the Customer Service case-submission e-mail. I wrote an e-mail requesting a call back but have not heard anything in over 2 weeks. Customer Service dept stated that they will call or e-mail me within the 48hour window.

As I wrote in the case-submission, my husband and I are traveling on the promotion of "Buy 1-Get 1 Free". The cost of airfare on our $6800 bill was $750 which supposedly was part of the package. At this price I was sure that they would provide us with decent, if not better than decent airfare, because of the contract, they said they had with Alaskan Air. The e-mail with the airfare info is not available until approximately 50 days before the cruise so of course, I felt I needed to work out a better plan quickly. The flight leaves at 6am on the morning of 7/10 and arrives slightly after 8am. What? Where are we to go since it is too early to board? The return flight is even worse. Our plane leaves at 9pm after we depart the boat at10am. Where should we go for 12 hours? Then, it isn't even a direct filght, so we land in Portland for 1.5hours and reboard arriving in Dallas at 6am. My husband is 79yrs old and this is supposed to be relaxing. What can you do for me? Flights to Seattle from Dallas are approx $350/person round trip, so it is not about money for NCL.

My wife and I (along with two other couples) boarded the Pearl in Boston on 4/21/23 and traveled to Bermuda returning on 4/27/23. We were in room 11058 (reservation #[protected]) and our cabin Stewart was Kameron. He was very nice.

My complaint starts when I go my luggage at the port of Boston on 4/27 and realized I left a small shoe bag in my cabin. It was left between the curtains and the couch. Inside the shoe bag was a pair of golf shoes and my Bushnell golf rangefinder watch.

I filed the proper forms and was told I would not hear anything until 10 days. On 5/19/23 I received a very short email indicating my item was not found. This is a problem because the item was not actually lost but left in my room and only leaves a couple of options.

1) Shoe bag stolen by Kameron (I doubt it as he received a hefty gratuity)

2) Kameron turned it in after finding it when cleaning the room

3) You have a systemic problem with your lost and found department

I'd love to chat with someone sometime. My email address is [protected]@yahoo.com and my cell is [protected].

Thank you for understanding my frustration.

I booked four rooms on the Bliss to Alaska June 10th to June 17th. Used the promo, Buy one get one on the airlines. They booked my 16 year old grandson on a flight different from the rest of his family.

Different airlines, different, cities, different times. I was assured by our cruise associate that this would not happen. I have call him around 20 times and his line says he is out of the office until May 23. 2023. It is June 2, 2023 and he still has same recording on his phone. Called and had issue escalated to N. C. L. And also to your air dept. No one can help us

Want to charge us an extra $2050. to change flights. Our cruise is 5129982. The problems is on [protected] with Mitchell flying alone as a minor. Should have tons of info on this issue. Have spent 30 hours on hold and talking to your escalation team. We leave in a week and have not solved our issue. Please advise.

Booked 11 day land sea cruise, the land part was the first five days . Was supposed to include air from Memphis to Fairbanks May 30, 2023. First set of reservations we received only booked through Seattle. Contacted agent. When we finally got new reservations they had been completely changed and would not get us into Seattle until so late that we would not get into Fairbanks until the second day of the trip. Instead of arriving between 3-9:00 PM on May 30th we finally got to hotel in Fairbanks 9:30 PM May 31, 2023. The first set would have gotten us into Seattle at 12:30pm when there were several earlier Fairbanks flights available. We ended up missing the first two days of a five day land tour. We tried to contact NCL several days before departure but we never received a call back. No choice but to fly with the bad reservations. When we caught up with our group we found that NCL air had done the same thing to them, they also lost the first two days. As with the others, we all were given reservations that did not include Seattle to Fairbanks, then when NCL Air rebooked, the new reservations got us into Fairbanks so late it caused us all to miss the first two days. We all tried to reach NCL air but could not get issue resolved before our departure date. None of us could get any help from NCL to reschedule, had to go with the second unfavorable reservations.

we called to get my middle initial added to my passport info. that was given to the airline when our flight was book so it does not match the name on my passport the middle initial was missing. Also can not use my TSA number because that doesnt match my passport. I was told that I had to pay 150.00 to get this done. I feel this is so unfair as we paid almost 8000.00 for this trip and we are also Platium members. I need this added as I need to be able to board with my husband. As he will be taken to the gate in a wheelchair and needs my help boarding the plane. We will pay NCL the $150.00 to add the initial to my passport. But after this cruise is over you will be losing very good customers as we will never book with NCL again.

Thank You

Terry and Dennis Dutkiewicz

Dear Norwegian Cruise Line,

I must preface this letter with an old adage I have often cited.

“Education is what you get from reading the fine print; experience is what you get from NOT reading it.”

This is an up-front admission that I am learning from “experience” dealing with Norwegian Cruise Lines. I have also learned that “trust” is not a quality your company aspires to. Having booked paid for a cruise on NCL, Copenhagen to the UK via Norwegian Dawn, we are dismayed to learn that our final day will consist of getting to Heathrow on our own instead of taking a shore excursion of “Scenic London” after leaving the ship and being delivered to the airport afterward. The reason for this is that the “Air Service Standards” somehow do not allow us to book “Post Cruise Excursions” until the air travel itinerary is established. However, we were booked for “Scenic London” by your agent, “Valerie”, without any mention of this “Standard”. Payment for our excursions was gladly accepted by “Julie”, another of your agents, without any mention of this “Standard”. A tour of London was a key factor in our decision to book with NCL. Now, we are informed after receiving our Air Flight Confirmation that we must depart Heathrow at 12:55 PM on the day we are scheduled to see “Scenic London”. Yes, these “Air Service Standards” are mentioned on the booking website, etc., but are only available through a “link”. I trusted that NCL would make sure that our air travel would accommodate our itinerary. I was wrong. A “Personal Cruise Consultant” is a sad joke.

I have talked with my “Personal Cruise Consultant”, Mila, who can do nothing but refer me to Reservations and Air Service. Reservations, Debbie, can do nothing but refer me to “Call Center, Resolutions” Desk, Samantha. I am told there is nothing that can be done so that my wife and I can see “Scenic London” before we leave the UK, short of significant additional expenditure. I am told “Resolutions” is the final word on such matters and that an appeal to NCL Corporate will have no effect. As a retired Performance Improvement/Quality Management professional, I am appalled.

We will go forward with our vacation. Comfortably retired, we can easily afford to sacrifice the money to get out of this sorry deal, but I refuse to do so out of principle. Be assured, however, that NCL shall never again be our choice on any vacation; nor will it be the choice of any within our mostly retired community of 400 souls, as we shall spread the word of this dismal treatment. I shall also share this experience with all seven of my siblings, each of whom can claim a net worth of over one million dollars, and their children, many of whom can boast of much more wealth. In a word, I will make NCL the object of my scorn. This will be done with admission of my own culpability, to protect myself from any legal liability from NCL.

I am still open to any arbitration or compromise of my situation that may be forthcoming from any recipient of this missive.

Alvin Kahanek

Reservation Number [protected]

Norwegian Cruise Line May 30th, 2023

Complaints Board

Dear Sir/Madam,

My name is Tingmo Hu. I am 75 years old. I am a Canadian citizen. My wife, Yuling Li, 72 years old, is a Chinese citizen, and a Canadian permanent resident. We are frequent users of Norwegian Cruise line (NCL), for travelling to Alaska and Caribbean.

This time, we spent $4104.70 (CAD), expecting to start travelling on May 21st 2023 around Greek islands with Norwegian Jade. Our reservation number is [protected].

However, on the day of embarkation, at the port of Piraeus, we were refused to board the cruise. The reason is that my wife’s Schengen visa is one entry and the cruise will visit Turkey on the second day. This is a cruel decision for us.

When we recall the whole matter, we found NCL has the following wrong doings:

1. When we booked and purchased the travel ticket, NCL agent knows exactly that my wife is a Chinese citizen. And he (she) also knows that the cruise will visit Turkey on the second day. But nobody, and no notice from anywhere reminded us the importance of multiple entry until the last minute to embark the boat.

2. At the Piraeus port, the officer first said that we could fly to Mykonos on the third day and board the cruise there. We all agreed that. My wife's visa document satisfies this arrangement. However, after a while, he changed his decision that we could not go with cruise anywhere. A refusal letter (Voyage No. [protected]) of May 21st, 2023 was issued. We do not think that the final decision is correct and reasonable. We need a clarification of it.

Sincerely Yours

Tingmo Hu and Yuling Li

Norwegian Epic was cancelled, depart from Portugal 15 Feb 2024 - 25 Feb 2024. Airline tickets was already booked. We tried ti book another cruise within these dates, but there was no other cruise departures from Portugal. We were forced to cancel our flight to And from Portugal. Airline only credit us the taxes, we lost the rest of the flight tickets amount

My family and friends have used Norwegian Cruise Line for years as our preferred cruise line. Unfortunately, after this last experience, we will NEVER use them again. For this particular trip, we’ve booked about 40 cabins in all as a group trip to Alaska. My father booked the reservations for him/my mom, my sister/husband, and me/my cousin, with that being said my father also called in to set up a deviated flight for all of us to leave out of JFK on 6/19 instead of 6/21. EVERYONE’S flights were changed to the correct departure date EXCEPT for mine. So I have spent over 6 hours on the phone trying to figure out how that had happened and no one will answer that question for me because there is supposedly “no recording” of my dad making that change YET my sisters and his were changed, so again I ask how is that possible? One person said they may have lost the call and so it's still my problem even if they lost the call. To me that is an unacceptable anger and so I have been hung up on multiple times because they have said they WILL NOT help me further and they WILL NOT answer the simple question HOW IS IT POSSIBLE THERE’S ARE CHANGED BUT MINE ARE NOT. So sorry Norwegian this WILL be the last time my family and I use you guys. Have a wonderful day!

We booked 2 cruise vacations with NCL for the 10-day Greek Isles for May 6th 2023 - May 16th 2023 (Rome: Santorini, Athens & Florence) round trip including flights from San Francisco, CA USA to Rome, Italy. This flight connects in Calgary, Canada. This vacation bundle included air travel through Norwegian's air travel partner WestJet airlines. We selected the air bundle and trusted Norwegian to help plan the details of our trip without hassle. But it ended up turning into a nightmare and so much unnecessary stress and a 6hrs delay.

Details below:

WestJet oversold 29 tickets and then bumped passengers to other airlines. While we paid and were checked-in, we are now on standby without guarantee of travel without notice. We called our Norwegian travel agent who said that Norwegian accepts no responsibility and suggested we book new tickets at our own cost or contact WestJet to resolve. After being rejected by help by Norwegian, we went to WestJet who also offered no help and finally KLM who was totally confused why WestJet would offload oversold passengers to an already full flight and cannot guarantee seats. We made multiple calls to WestJet reservations to help us get on a flight with guaranteed seats but they said that there is nothing they can do and that we would have to just hope that KLM will take us on standby OR we can book with another airline on our own. There were other Norwegian travelers on the same WestJet flight all around us trying to get resolution to the same problem. We all received no support from Norwegian nor WestJet. Norwegian provided no help when it was clearly their fault in this matter. WestJet irresponsibly sold more tickets than they have seats on the plane and then just bumped passengers to anywhere and anyone.

Norwegian booked the air travel details for us to fly into Rome a day in advance of the sailing date. We checked in 24hrs ahead on WestJet's website and everything looked fine. When we arrived at the San Francisco airport, we checked in luggage and everything appeared fine as well until we were at the boarding gate and downloaded the WestJet mobile app, we realized our flight (WS1509) is no longer connecting to Calgary but changed to Amsterdam and the airline has changed from WestJet to KLM without any notice! This did not match up with the boarding pass we were given just 20 mins prior from the WestJet check-in staff. We walked over to the KLM boarding gate to ask about the sudden change in airline and destination and was told by the flight director that the KLM flight as it stands is already full and though WestJet informed him of he change, he cannot guarantee a seat and also that WestJet is transferring 29 of their passengers over to KLM and recommended that we talk to our travel agent and/or WestJet agents. We went back to the WestJet counter for an explanation as well as requested the return of our checked luggage. If we did not do this, we would have to deal with lost luggage, another hassle.

In the end after speaking to so many agents we gave up on WestJet and KLM was able to get us boarded after all but the whole experience was scary and a nightmare. We were able to make it through out of pure luck and being extremely persistent with the new airline who pity us and gave us seats. Since we paid Norwegian a good amount of money we should not have to rely on luck and the kindness of strangers like that. They took our money and left us to "figure it out" on our own. This is a terrible experience that no one should endure and Norwegian should take more responsibility on.