Norwegian Cruise Line

This ship is old and needs to be refurbished. Upon our initial boarding of this ship, we were routed thru the Casino on deck 7, which reeked of cigarette smoke, and we had just boarded the ship. The entire ship smelled of the Casino. Our room was 14106 in the front of the ship, and you could still smell it. From day 1 I was struggling to breathe. We set sail and the 1st night we attempted to go to the shopping area and could not stay due to the overwhelming smell from the Casino. When we approached the main area just off the Casino the smoke was so bad it was like a cloud and this went on the whole time we were on the cruise. When speaking to the Manager in the Watch area, I stated that the smell was bad and he stated that it was worse than normal for their cruise. It felt like the ventilation was not working or the filters were not being maintained to keep the ventilation working. I want a refund for this cruise as I was not able to enjoy the cruise due to getting sick the 1st day with allergies, our friends wife has Asthma and she could not go anywhere near the Casino area. We visited the restaurant's farthest from the Casino just to eat. By Far the worst experience ever. Also while trying to eat the ship was shuddering and knocking it was difficult to eat due to the engine being so bouncy, I have a video during breakfast, the ship was shuddering so bad the table was rocking and the sea was smooth not choppy. This was during the whole cruise.

Reservation [protected]

I was never asked when directly purchased my cruise for my middle name and I was told when complained Im sorry but they are not required to ask. I was afraid that I would not be able to board my plane or cruise so out of fear I paid the 300.00 for me and my husband. Is there any way to compensate me for this please give onboard credit to my reservation. Thank you.

It makes me very very sad and I will never book another cruise with NCL.

We are first time Norwegian customers, and I must say the service so far sucks! We have been given wrong and poor information about every excursion we have tried to include. 1st the train from the airport to the ship terminal. Called in Nov, Dec, Feb told can't book yet need to do 120 days prior. Called in April (traveling in Sept) and was told it was all sold out. Can't use our $50 credit and have to pay full fare for a different train leaving at 6:45 AM. Just what we want to do on vacation, get up at 5am like we are going to work. Now same thing with the Mendel Glacier and whale quest. No one has been able to give us the right information about days and months to book these tours and we are getting screwed at every turn! These should be able to be booked at the time the cruise is paid for and through a travel agent or by the traveler. I was married to an agent at one time and have traveled all over the world and have never had these problems being misinformed. You need to get ALL of your sellers, dealers and info staff on the same page via email or co letter. This may be a first and last for us as we are reaching retirement and don't need this stress in our lives and 50 years of it. Four years ago, we did a Carnival cruise, and it was near perfect although it was half kids BUT stress free.

RESERVATION # [protected] LATITUDES # [protected] . I purchased travel protection .On 19 Nov 22 I became sick and reported to the medical staff and they tested and treated me . The charge was $1984.36 . On returning home I filed a claim to Aon insurance and I am still waiting for my claim. I checked with them today and they have sent it up to a higher department for review . They said to give them more time to process . I have been waiting for 5 months now . I purchased the insurance thru NCL so I am asking for your HELP to resolve this problem . I am at the point of filing to the Better Business Bureau and the Florida Attorney General . You can contact me GARY RAMSEUR [protected]@yahoo.com [protected] Travel Ins .Ref # 3279969 THANK YOU .

We booked a cruise on the NCL EPIC leaving NEW York and sailing to Barcelona Spain departure date April 22 2023. The cruise was fully paid on February 18,2023. During the booking which was done by phone, I requested the Essentials Travel Protection plan for myself and my wife. I was told I had to wait until April 1 2023, and include this option when I completed the Online Check-in procedure forms. So, April 1 2023, I completed the Online Check-in forms and discovered there was no option to add the Essentials Travel Protection plan to our itinerary. So, I phoned NCL, and reported the problem.

I was told the Essentials Travel Protection was not available to Canadians. Apparently, this new policy had come into effect on February 16 2023. I had booked the cruise and paid the full amount on February 18 2023. At that time nobody from NCL had informed me of the policy change. My wife and I have cruised with NCL numerous times, and we are both Latitudes Platinum members.We always used the travel protection plan as it was cheaper that getting private insurance. Is there anything NCL can do to add this to our trip.

Alan Humphreys

I booked the Hawaii cruise on May 13 which included the airline reservations.

I tried to cancel a few days after I made the reservation. I was told that there would be a $500 or so cancellation cost. I could not believe it. The reservations were not even made. I made my reservation in March for a May 12 cruise.

When I recieved my reservations, the flight to Hawaii was ok, but the return flight was horrible. I was told that reservations would be made as close to my cruise

time and departure time from the ship. I would depart from the ship about 9 am.

They scheduled my return flight at 11:20 pm. I would have to wait at the airport about 14 hours. I called the airliine reservations and she was so RUDE!

I explained the situation and she said I should have read the contract and there was no way I could change my reservation. I asked to speak to a supervisor and she said that the supervisor would tell me the same thing.

When I booked the cruise in March there were no solo rooms and I had to pay almost double for the next room up which was almost double since I had to pay for 2 people. I requested an upgrade online and was told that I should have to pay for 2 people if there was an upgrade. My friends got an upgrade for $300 for both.

I've never been on a cruise before and if I go again, it will not be with Norweigian or any other travel.

Went on cruise out of Manhattan.am going into 3rd week with some disease my neice,her husband and my husband contacted on board.stt and food outstanding but no one had gloves on at buffet,allowed people to use their hands to get food.not enough chairs at pool.over crowded.tables wiped with dirty rags,bathrooms filthy,no toilet seat civers,used sanitary napkins on floor,feces covered toulets.this was our 3 or 4th time on Norweigan out of over 30 cru8srs.we picked up some virus from ship.i lost 8 pounds,sleep 12,15 hours a day.so weak and exhausted.have lung infection,flue and Covid.had all Covid boosters.cough,achiness,complete and total unrest.as they say you get what you pay for.cruise line had disregard for Covid or any other diseasr and did absolutely nothing to prevent Covid coming on board.complete disregard for safety and well being of passengers

I booked the return flight at the end of my cruise from Seattle to Cincinnati thru NCL on Alaska Air FL# 508, a direct flight. I booked the flight to Seattle myself on a direct flight from Cincinnati, a 3-hour drive for me, but due to my wife's and my limited mobility and age, I feel the direct flight is the safest option. Today I opened my E-ticket from Norwegian only to discover the NCl changed this flight to one that leaves late at night and stopped off in Dallas, arriving the NEXT day in Cincinnati for no logical reason other than to make inconvenience the travelers. Economy seats are still available on flight #508 and in first class, which is what I prefer, and I would gladly pay the difference or cancel my reservation with a refund, and I'll make my own reservations.

I was told that NCL was a first-class cruise line. I disagree with that assessment! I have traveled on other cruise lines with no issues. I have been to 46 different countries, and this was our first cruise with NCL and will be our LAST!

Dear Sir

I made a booking for a cruise from Seattle to Alaska on Dec. 30th 2022 and gave a deposit of $250.00. I booked it through Mr. Kerby Augustin. Phone # [protected]. I was given option to cancel the booking before March 18, 2023. Booking # [protected].

Due to Mother's Sickness, I canceled the booking on March 7, 2023 and asked for the refund. He refused to give the refund. He said he can only give credit for future cruise, because he applied a coupon. I do not need any coupon, I need my money refunded. I know a company like yours will not keep any customer's money, when trip is canceled before the due date. I know you want the customers happy. I have taken cruise with Norwegian in the past.

I am seeking your help to get my deposit refunded.

Looking forward for a favorable reply.

Thanks,

Jacob Oommen, 133 Old Vineyard Lane, Heath, Texas. 75032,

Tel. # [protected]

Dear Sir/Madam,

My wife and I bought some deposits during a cruise in June 2019 which had to be used within 4 years, then COVID hit during which time cruising had stopped.

My wife was made redundant during COVID and I had cancer last year so we have been unable to book a cruise.

Today I tried to book a cruise for next year and asked if all six deposits could be used but was told by NCL Customer Services that a maximum of two deposits could be used on one cruise. I cannot afford to book three cruises to use all deposits.

Regards

Derek Ryall ([protected]@sky.com)

Booked a cruise on Norwegian prima for may 2023, unfortunately can’t make it with work vacation got denied, didn’t get insurance which is a waste either way being a customer since 2017. Even got married on the Norwegian gem in 2018 had about 60 people book my wife and I booked every year but Covid happened. 55 days in I called to to see if I can switch my cruise for a credit I get told no I will lose most my money now. That being said I will never book with Norwegian again I will go else where.

I submitted my case on [protected] and still have not received any response other than the initial confirmation email stating my request was received and assigned a case number.

I purchased some onboard gifts for my family on their cruise on the Norwegian Encore sailing date of January 3, 2023. I paid for the following items: for [edited] - 6 chocolate covered strawberries, 6 truffles and $50 onboard credit; for Ciera Jay – 24 Petit fours and $50 onboard credit, all to be in their staterooms on the sailing date of the cruise.

Not only were the items not there when promised, I ended up calling 3 times and spending over 2 hours on the phone with your customer service dept and your resolutions dept. The items were finally delivered the following day but were incomplete.

Ciera only received 16 petit fours instead of 24, and Debra receive 5 truffles instead of 6. Neither one received a note or anything showing the onboard credit although it was posted to their account. They did not know about it until I told them after they text me to thank me for the chocolates.

I am requesting a refund for the difference of the undelivered items (1 truffle and 8 petit fours).

I previously sent copies of proof of purchase and pictures of items received.

We sailed with you on the Norwegian Dawn on March 12-19th.2023, It was our first time as we previously sailed on carnival and royal Carribean We had an amazing time while on board even purchased $500 cruise next because of the great time we had our family booked 5 cabins total (Mc Bride 3, Rhoad 1, Niethamer 1). guest # [protected].

But our experience went downhill in a hurry as we went to pick up our suitcases mine was in a trash bag It was busted up zippers broken and cracked. We now needed to get to our shuttle and hang out at the airport to our flights. Didn't seem to have any help except someone give us straps and say you Didn't get from me! This created so much hardship of stress and embarrassment on us trying to now tape it up at the airport to get it home without losing our medicine my husband z-Pac machine. and other valuables.

I did address this in my survey a few days ago nobody responded. My suitcase was new only use it 2 times once in October then the cruise $200.00 value. Which no had to be thrown away.

The flight promotion offers for our upcoming cruise has been a nightmare. This cruise was booked last May with the directly with NCL cruise consultant. My parents, who don’t travel well alone, and my seven year old daughter and I are traveling together with two separate staterooms.

1. The consultant advised at booking that our reservations would be linked, including airfare. I asked about this specifically multiple times because it was critical. We needed to travel with my parents and our airport is more than 2 hours away. I was willing to bypass the promotion or book with one reservation. He assured me it was not necessary.

2. We receive flight information. My parents are on separate flights both outbound and return. Further, the return for my daughter and me was at 11:59pm flying overnight for six hours. They literally put us on a flight that left at the very last minute they could because we were not extending our stay.

3. I call and speak to a rep in air dept. she repeats to me over and over the terms and conditions I was provided about the air promotion. I had banked on the information the rep had provided and was very confident in. She was unwilling to make any changes and assured me that no one would. She said we could cancel a leg and get a refund for that leg minus a fee and transferred me. (My parents outbound flight is a similar time as ours from the same airport, so rolling the dice and hope they navigate it ok). The return flight was most problematic.

3. The next rep said that information provided by previous rep was wrong. She said I would have to actually pay $50 to cancel a flight. Still no recognition for the error of their rep, sympathy for the customer, more repeating of terms and conditions, no options, only repeated that nothing could be done. I told her it didn’t jive with me and asked to speak to a leader. After holding, she went back and forth with me and leader, who waived the fee. I’m still left to book my own return trip.

4. I book the same return flight as my parents at the cost of $1600 for a one way flight.

5. This does not sit well with me and I reach out to customer service again the next day. The “manager” was far from sympathetic or helpful. She repeated the terms of conditions. After me directly asking what can be done, she asked what it was that I wanted and reminded me that they would not change my flights. I said I’m interested in whatever they could offer since no one seems to care that their rep essentially created this problem. She said she could provide some chocolate covered strawberries. Again, zero apologies.

6. This was an expensive trip. I travel for business and leisure extensively and have not had this kind of experience before. I’ve certainly encountered issues and interruptions, but they get resolved. This situation with Norwegian has been above and beyond bad. I’m entering this bucket list trip with a negative vibe and I have been shown over and over again that Norwegian doesn’t care.

Your flight promotion has been a nightmare for us. It has left a very negative view of NCL and its customer care. We travel frequently, but will not travel with you again.

1. When I made the reservation they were not able to link my reservation with my moms. This was to celebrate her 91st Birthday and as had been noted in our reservation she has mobility issues.

2. I asked to fly in a day early and was told all your hotels were full and as a result would not be able to get a transfer to the ship. We booked our own hotel as a result.

3. My mom had booked a single and yesterday we added a friend to her reservation and was told it was too late to have her, the second guest, take advantage of the free second guest flight.

4. We received our flight information today and to our dismay my mom's flights were through different cities and on a different airlines. She is unable to fly alone, especially when a connecting flight is required.

5. We called in to your reservations phone number, and was transferred to an air specialist. Who told us that no changes could be made in her flight and if we wanted to cancel the flight she would not be reimbursed for the flight she had paid for, even though she did not utilize the buy one get one flight program.

6. I called the airlines and was told only you could make adjustments in the flights. As a result we had to book separate tickets so that someone could fly with her to the tune of over $500.

7. Her tickets will go unused - such a waste (she will just not turn up for her flights.)

Your agent, Sarah,at the air office in Miami was less than helpful. She was not able to give me a phone number or place to register my complaint. I found this site through your on-line chat. She kept repeating that her system would not allow changes, making us feel that we were not being treated as a valued customer but rather as a cog in your unyielding system.

It has taken me hours, with significant added expenses to come up with an alternate plan on our own.

Angry, frustrated and disappointed customers,

Mitchell Ost, Sonia Ost, Roslynne Ost and Toni Prutch

I booked an Alaska cruise in Sept. 2022 with my husband and best friend. Short story I tested positive for covid at airport prior to boarding bus in ANC to take us to Seward, therefore as a responsible person I did not go on cruise, because I was told since positive, they would not allow me on the ship by the bus transfer company, I could try but than it would be at my expenses as how to get back to ANC from Seward if NCL denied me to board. When my husband checked in he told the NCL rep this and they told him they'd take care of it and contact me which I never heard anything from NCL. Since I got the travel protection figured I'd at least get a third of the booking price of our group or even a little less. I filed a claim with AON they closed claim right away.

I had a set air reservation from Sacramento, CA to Miami. Upon check-in on Feb 23, 2023, American Airlines said I had missed my flight from Feb 22. I showed the ticket agent who said since I missed my flight I had to pay an additional $287. This was wrong and I should be refunded that amount. I complained at Guest services at Norwegian Bliss and they filed a claim for me. It’s Case number 237160. I would like a reply and be refunded as soon as possible so I can use it for next cruise. I’m elderly and need the money. Thank you

NCL cruise Feb 13-March 3, Dubai to Athens on the Jade.
We boarded on the 13th – slept – and I got up on the 14th to take my bath. We booked a Club Balcony Suite because it had a bathtub. I turned on the water to fill the tub, went in to suite and got my clothes - then came back to the bathroom. I was appalled and disgusted to see the water in the tub.
(see picture 1) Called guest services, had plumber who changed filter - but I still was uncomfortable asked for another room - told none available on an half empty ship.
On Feb 24th same situation. Plumber came, bailed water, said to run water longer! (Picture 2)
On March 3- same situation - only dirty water (see picture 3)- I got such a migraine headache the final tour we tour was excruciating.
They would do nothing on the ship for me, said to send letter to corporate (they did have a file number for me to put in) Sent letter.
After 1 week got a "Form Letter" see attached. Did not even apologize!

I recently had the misfortune of booking a cruise with Norwegian and was given false information and bad service was told that I could purchase cancelation insurance and I could cancel for no reason and was given a $79.00 free which turns out to be a lot higher for the basic. then I was not given a reciept for my purchase and had a lot of troiuble to even request one. I had nothing but one issue behind the other so cancled it the following day since I was so unhappy. then I come to find out that I can only cancel if I was sick and I would only get a return of 70% of what I had paid. booking at 4 pm and cancel the following a.m at 8 a.m to be charged over 1000.00 that I would call robbery and a bait and switch I am in the process of trying to get my CC to help me in this matter and anyone I talk to about cruise ships I am going to tell them to consider any line but Norwegian. I view all this issue as a company that only has dollars in mind

anyway they can get it. I am certain I will not hear from Norwegian but had to at least vent on the complaint page

NOT HAPPY. We booked this cruise so we could visit Iceland and Greenland. We are coming from the other side of the world ….. Australia. 30+ hours on a plane to get there! And now you have deleted an entire country - Greenland! That is sooooo upsetting. There are 6 of us and we are very very disappointed. At our age we will never get to do this trip again. So we will never see Greenland. Soooooo disappointed. This shows you how one small change to you can have a life long affect on your passengers. ?

Glynis Brown

Reservation: [protected]