Norwegian Cruise Line
Norwegian Cruise Line Customer Service Phone, Email, Contacts

Norwegian Cruise Line
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1.3 317 Reviews

How responsive is Norwegian Cruise Line's customer service?

26 Resolved
288 Unresolved
Very poor 🤒
We don't know much about how Norwegian Cruise Line handles customer complaints outside ComplaintsBoard, but what we see here, on our website, is quite disappointing. We think there might be reasons for the company's actions (like not knowing about the complaints), and we would be happy to see them among customer-focused businesses that easily solve customer problems. But until that happens, we ask reviewers to be cautious when dealing with Norwegian Cruise Line and using their services, and to carefully read the experiences of other customers on ComplaintsBoard, because who is warned is armed, you know! 💪
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Norwegian Cruise Line reviews and complaints 317

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Newest Norwegian Cruise Line reviews and complaints

12:33 am EDT
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Norwegian Cruise Line Flight reservation

Booked a cruise last year to visit Italy and Greece in early August 2023, including flights to Rome from New York. Months ago, I called NCL because I wanted to come into Rome early so we could 1) make sure we're on time for boarding and 2) are able to do sightseeing in Rome. Done and done. Everything was easy. Then I get my flight itinerary and it has us arriving in Rome the day of the cruise and coming directly home after. I called NCL back and explained that the flights were incorrect as we were coming in early. No mention of the change of dates were on that reservation.

Turns out the person I originally spoke with put the departure date change on a cruise we're taking in 2024 instead of 2023. We got everything switched; however, now it's fewer than 75ish days before the trip. I specifically asked the NCL representative if they would honor my change request and rebook flights. He said yes and that I had to call a different department to request the flights be changed. When I called the team that handles flight reservations, I was told that the flights would be adjusted and that it would take a while before I got new flight information. Fine with me! As long as get it before the trip I'm golden.

So today, fewer than 30 days out from our cruise, I get a call from NCL saying they've denied my request to change flight dates because the request was made fewer than 75ish days before the cruise. My response was that I called well in advance of the cruise; the NCL rep I spoke with put my request on the wrong trip. How is that my fault? The woman just said that the higher ups handed this decision down and I could call the resolution team tomorrow to see if they have a recording of my previous calls to NCL reps. There was nothing she could do.

At this point, we've booked hotel and three tours in Rome. I'd rather have NCL tell me they can't update my flights before I made arrangements to be in Rome early. Plus, I've missed boarding on a cruise before due to delayed flights out of New York (which happens often). I do not want that to ever happen again!

I'm so disappointed in NCL customer service. I'm a new NCL customer. This will be my first trip with them and I booked multiple cruises with them over the next few years. Given how they've handled this situation, I may cancel them if I can't get this worked out.

Desired outcome: I'd appreciate my flight date changes (depart Aug 2 instead of Aug 4) be approved and resolved. I'd also appreciate an onboard credit for the stress and extra work they're making me do. Customer service would be helpful to customers.

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11:33 am EDT

Norwegian Cruise Line Norwegian guest relations, staff etc


My name is Debra Canney. My adult children and I cruised on the Norwegian Bliss the week of July 17 with a group of 15!

I would like to SPEAK to someone about the discrimination my daughter faced pretty much daily!

My daughter, Samantha, has Down Syndrome and was repeatedly asked to leave the casino despite being 20. She was not allowed back into the club which she left to go to the bathroom, despite being 20. I had to go looking for her outside the club when she did not return in a timely manner. She was very upset!

I went and spoke to Guest services on multiple occasions trying to come up with a plan to avoid this however it continued to be a problem. We were sent chocolate covered strawberries an insult to Sam since she has an aversion to strawberries!

I was told an email went to ALL so this would STOP it only got worse resulting in another trip to Guest relations.

Sam was patted down while reboarding after getting off the boat without my consent also the pat down was by a male! She has a device in her chest so she cannot go through metal detector! I had my back turned grabbing our backpacks when this happened.

What is Norwegians definition of assault?

Lastly, our excursion was canceled last minute with no other options available, so we DID NOT get an excursion and the weather did not permit seeing the Fjords. In general, a horrible experience and we have cruised Norwegian multiple times!

I have emailed the Guest Experience Coordinator twice without resolution or a follow up call. My case number is [protected] my phone number is [protected].

Desired outcome: I would like financial compensation (i.e. a refund) and a formal apology to all involved!

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9:03 pm EDT

Norwegian Cruise Line Food services

Unfortunately we could not board for an unforseeabke accident in the port of Miami. We were able to board 9 plus hours later. There was no buffet served to us late boarders. You have us a $50 credit per person. We were hungry and tired. U cleared the pool deck for the evening b even gbough we just got on board. Very sad way to start. Secondary the food was very bad. At the up stairs buffet. But it was basically the same good in the Irish restaurant or taste and savior as well as the dining room. There was no room left on the buffet floor for us to eat. Were you not prepared for all of us. Plus the food was terrible. What a big disappointment. $5000 plus later I could nog even get a bottle of water unless I of got it. We have sailed NCL before but this is our last time. I will share this with others. We r retired and to didn’t $5000 on a cruise like this is very sad. If we cruise again it won’t be NCL. Just to remind you the good was horrible. ! Probably the girsg cruise I’ve been on that I lost weight. I’m sorry to say this. But we we enjoyed your cruised before. Never again. Donna Lupinski

Desired outcome: Justification

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6:03 pm EDT

Norwegian Cruise Line Cancellation by the system

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.

Desired outcome: Reinstating the original trip or full refund for the original trip.

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4:20 pm EDT
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Norwegian Cruise Line NCL

Alaskan Debacle

Reservation #: [protected]

Reservation #: [protected]


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



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


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




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

Desired outcome: To get to room with or near my family

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2:25 pm EDT
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Norwegian Cruise Line Didn't get what I paid 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.

Desired outcome: I want a partial refund..

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2:04 pm EDT

Norwegian Cruise Line Dishonesty

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

Desired outcome: Give our cruise credit as we are entitled to it

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6:58 am EDT
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Norwegian Cruise Line Customer service

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]

Desired outcome: 15% percent discount as promised by the agent and advertised by the company for a group of 5 parties or more.

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8:34 am EDT
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Norwegian Cruise Line Lack of information regarding disembarkation on recent NCL Gem cruise

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.

Desired outcome: Compensation for train expense loss of day in Venice very much a planned end to our trip & an apology for this unnecessary error

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3:05 pm EDT
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Norwegian Cruise Line Redeeming gift cards

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?


Desired outcome: We request someone to help us figure out our tracking number without having to pay a fee to get another card. The card came with the tracking number partially rubbed off, we shouldnt have to pay for this.

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8:33 pm EDT

Norwegian Cruise Line Ripping you off by lying about the next cruise vouchers program.

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.

Desired outcome: All I want is my 2000.00 back. You can keep your vouchers.

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3:29 pm EDT
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Norwegian Cruise Line Customer service and reconciling the issue.

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,

Desired outcome: I would appreciate a response with some type of compensation for our families not flying together and the stress over the last two months which have made this one of the worst customer service experiences we have ever had.

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5:52 pm EDT

Norwegian Cruise Line Unable to find items bought on an excursions

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] with respond. Thank you, Anna Wypasek

Desired outcome: Please reimburse me.

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3:28 pm EDT
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Norwegian Cruise Line Flight arrangements

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.

Desired outcome: Change flights to decent times (i do understand that they may not be perfect) orReturn our money so we can purchase our own flights

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1:26 pm EDT
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Norwegian Cruise Line Luggage left in my room

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] and my cell is [protected].

Thank you for understanding my frustration.

Desired outcome: I would love my items returned but would be happy just to talk with someone..

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11:18 pm EDT
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Norwegian Cruise Line You cruise coordinator David Cortez, gave me false information.

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.

Desired outcome: All on the same flight

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2:37 am EDT
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Norwegian Cruise Line Air flights

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.

Desired outcome: Refund of land cruise portion of trip.

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7:56 pm EDT
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Norwegian Cruise Line air

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

Desired outcome: would have liked this corrected by NCL customer service without spending to hours on the phone and my time to write this49651034 is our reservationsailing on the Star June 12flying out of Tampa June 11June

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9:21 pm EDT
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Norwegian Cruise Line Air service

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]

Desired outcome: Change in air travel accomodations.

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8:13 pm EDT

Norwegian Cruise Line NCL sell department and officer on Norwegian Jade, Reservation No. [protected] and Voyage No. [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

Desired outcome: Based on above two reasons, we want a refund of $4104.70 (CAD) from NCL. We keep all rights for further complaint and other lawful actions.

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Norwegian Cruise Line In-depth Review

Overview of Norwegian Cruise Line: Norwegian Cruise Line is a popular cruise line that offers a wide range of itineraries and destinations for travelers to choose from. With a fleet of modern and well-equipped ships, Norwegian Cruise Line provides a memorable vacation experience for all types of travelers.

Destinations and Itineraries: Norwegian Cruise Line offers a diverse selection of destinations, including the Caribbean, Europe, Alaska, and more. Whether you're looking for a tropical getaway or a cultural exploration, there is a cruise itinerary to suit your preferences. The itineraries are carefully planned to include a mix of popular ports and hidden gems, allowing passengers to experience the best of each destination.

Onboard Experience: The onboard experience with Norwegian Cruise Line is exceptional. The ships are designed with modern amenities and luxurious features, ensuring a comfortable and enjoyable stay for passengers. From spacious cabins to state-of-the-art entertainment venues, there is something for everyone onboard.

Dining Options: Norwegian Cruise Line is known for its wide variety of dining options. From casual buffets to specialty restaurants, there is a culinary experience to satisfy every palate. The cruise line also offers flexible dining options, allowing passengers to dine whenever and wherever they choose.

Accommodation: Norwegian Cruise Line offers a range of accommodation options to suit different budgets and preferences. From cozy interior cabins to luxurious suites, there is a room for every type of traveler. The cabins are well-appointed and provide a comfortable space to relax and unwind.

Entertainment and Activities: Norwegian Cruise Line offers a plethora of entertainment and activities onboard. From Broadway-style shows to live music performances, there is always something happening on the ship. Additionally, passengers can enjoy a variety of recreational activities such as swimming pools, fitness centers, and sports courts.

Service and Staff: The service and staff on Norwegian Cruise Line are highly praised by passengers. The crew members are friendly, attentive, and always ready to assist with any needs or concerns. The cruise line strives to provide exceptional service to ensure a memorable vacation experience for all guests.

Pricing and Value for Money: Norwegian Cruise Line offers competitive pricing and provides good value for money. The cruise line frequently offers promotions and discounts, making it more affordable for travelers to embark on a cruise vacation. The overall experience and amenities provided justify the cost of the cruise.

Safety and Security Measures: Norwegian Cruise Line prioritizes the safety and security of its passengers. The cruise line adheres to strict safety protocols and implements advanced security measures to ensure a secure environment onboard. Passengers can feel confident and at ease during their cruise vacation.

Customer Reviews and Satisfaction: Norwegian Cruise Line has received positive customer reviews and high satisfaction ratings. Passengers appreciate the excellent service, diverse itineraries, and top-notch amenities provided by the cruise line. The overall experience with Norwegian Cruise Line is often described as memorable and enjoyable.

Sustainability and Environmental Initiatives: Norwegian Cruise Line is committed to sustainability and environmental initiatives. The cruise line has implemented various measures to reduce its environmental impact, such as using advanced wastewater treatment systems and investing in energy-efficient technologies. Passengers can feel good about choosing a cruise line that prioritizes environmental responsibility.

Booking Process and Customer Support: The booking process with Norwegian Cruise Line is straightforward and user-friendly. The cruise line provides a seamless online booking platform, allowing passengers to easily browse and select their preferred cruise itinerary. Additionally, the customer support team is readily available to assist with any inquiries or concerns.

Loyalty Program and Benefits: Norwegian Cruise Line offers a loyalty program called "Latitudes Rewards" for frequent cruisers. Members of the program can enjoy exclusive benefits, such as priority embarkation, onboard discounts, and special offers. The loyalty program rewards passengers for their continued support and loyalty.

Accessibility and Special Needs Services: Norwegian Cruise Line is committed to providing accessibility and special needs services for all passengers. The cruise line offers accessible cabins, wheelchair-friendly facilities, and trained staff to assist passengers with disabilities or special needs. Passengers can feel confident that their needs will be accommodated during their cruise vacation.

Additional Amenities and Services: Norwegian Cruise Line offers a range of additional amenities and services to enhance the cruise experience. From spa treatments to onboard shopping, passengers can indulge in various luxuries during their vacation. The cruise line also provides a variety of shore excursions, allowing passengers to explore each destination in more depth.

Comparison with Competitors: Norwegian Cruise Line stands out among its competitors for its diverse itineraries, exceptional service, and innovative onboard features. The cruise line offers a unique vacation experience that caters to a wide range of preferences and interests. Passengers can expect a high level of quality and satisfaction when choosing Norwegian Cruise Line.

Pros and Cons of Norwegian Cruise Line: Pros of Norwegian Cruise Line include diverse itineraries, excellent service, and top-notch amenities. The cons may include higher pricing compared to some competitors and limited availability of certain activities or dining options on smaller ships. However, the overall experience with Norwegian Cruise Line is highly positive.

Conclusion and Recommendation: Norwegian Cruise Line is a highly recommended cruise line for travelers seeking a memorable vacation experience. With its diverse itineraries, exceptional service, and top-notch amenities, Norwegian Cruise Line offers a cruise experience that is sure to exceed expectations. Whether you're a first-time cruiser or a seasoned traveler, Norwegian Cruise Line is a fantastic choice for your next vacation.

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 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

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

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