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Norwegian Cruise Line Customer Service Phone, Email, Contacts

Norwegian Cruise Line
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Norwegian Cruise Line complaints 314

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12:48 pm EST

Norwegian Cruise Line Cruiseline

NCL is not transparent, the site administrator disallowed my complaint on Facebook. It also misled BBB and myself by promising resolution to my complaint. No action followed.

Facebook says that this site is operated by NCL so I hope that someone will review and evaluate my comments. I do not have grand expectations. I believe that NCL management is aware of the situation.

I am a somewhat experienced traveler who cruised with NCL once before and cruised with various other cruise lines in the last decade at least once or twice a year. I am over 80 years old, married, I have a knee transplant and some walking handicap.

Originally, we booked with NCL a nice transatlantic, repositioning cruise for 2021. We had to cancel the cruise because of COVID. Under NCL's "peace of mind" policy our money was locked in for a couple of years until we found a cruise in Hawaii at the very end of the required booking period. Finally, I booked a cruise departing 2022 December 2nd from Hawaii on the Pride of America.

During the booking process I communicated directly with an NCL agent over the phone. He was nice but at one point he stopped returning my calls. I called NCL directly and was referred to another agent. She was also nice, a good communicator and helpful, at least for a while. We needed to talk several times since I recruited members of my family and friends hoping to get a group discount. Finally, we ended up booking 5 staterooms.

Regardless, my request for the group discount was denied. The agent told me that the quota for group discount was exhausted (?). A quota limit was never disclosed before. My request to disclose the rules was dismissed. It seems that NCL can cherry-pick anyone for the discount at its liking. I subsequently persisted with an e-mail about the issue. She gave us a discount of the cost of the cruise but at this point the second agent also stopped responding. Later I learned that she was promoted.

When I checked the cost of the cruise and I realized that NCL was selling balcony staterooms at lower cost than our inside cabin, so I wrote another e-mail and subsequently hesitantly we were upgraded to an Oceanview stateroom with restricted view. The process resembled a bargain at a used car lot. Later I bid for a balcony upgrade and was awarded with one for an additional $300 or so. During the bidding the additional taxes and tip increases over the bid were never disclosed. No transparency.

As the time came, we boarded the ship. This was unusually smooth and seamless.

When we got to the stateroom, we found the door between our and the adjacent cabin unlocked. I called for help but arrived only later, so concerned about our privacy we had to miss the safety demonstration.

I remembered past cruises where we got a piece of candy in the evening, the bed turn dawns, the creative towel figurines and gift bags with the logo of the cruise line. These fringe benefits were not there. Service was down to the bare bone on the Pride of America,

During the booking process I attempted to get an early dinner reservation for every night at the ship restaurant. No avail.

When we got to the restaurant the length of the line was unmanageable for my operated knee. Someone helped me to get a table, but the first night our group had to be separated due to the unavailability of a table for 9 guests. The lineup was almost the same every night except perhaps the last evening. This unorganized dining was something new to me. We never experienced it before. The second and following nights, after complaining at the service desk, we were offered a table for our group. At the third night we already knew where our table was, we walked there and sit for 45 minutes before we got the menu. A waiter finally noticed us and explained that we have to register every evening no matter what.

The length of the dinner service was over 2 hours. We tried to get to the table by 5:30 (restaurant opening). We were unable to get to the evening show in time at any night. Unfortunately, NCL cut back and some nights there was only one show, so we had a choice between dinner and entertainment. Yes, we could eat at the buffet faster, but part of our trip was to have some fun to be together with our group and the buffet is less comfortable and difficult to seat 9 guests together. The degree of understaffing shined at the food service.

The servers: they were the same for the breakfast and for dinner. Most middle-aged employees, some even with little walking difficulty. They were sweaty and tired. We felt really sorry for them. The situation reminded me to a forced labor camp. In many other cruises the servers knew us by name after the first hour. On other cruises we had the same servers through the cruise. Not on the Pride of America. The servers even entertained us including a special show evening. In the buffet we were sometimes helped with drinks..,

Not on Pride of America.

Most cruises offered between meals fast food service.

I did miss it on Pride of America.

Recent cruises we took offered hand cleaning at the buffet entrance. Usually, a server stood there with the disinfecting solution.

Not on the Pride of America.

We did have a package that included a special dinner. We went to book the this the second or third day. The lady at the reservation service desk dismissively announced: “we are fully booked for this week”. I ironically asked should we come back next week? When I persisted, a manager came and helpfully booked us a table. When we got to the restaurant it was more than half empty. We guessed that the service or kitchen was understaffed.

We did not get to all the shows on the cruise. We were used to at least one or two Broadway like shows. The standard of shows we saw was way below the usual cruise line level. So, I guess we could have stayed in the restaurant a little longer.

We booked one shore excursion through the ship in Maui. We had five shore excursions overall. We did not book the ship’s offer because it was not cost effective, competitive even after discounting our $50/tour credit. We compared what we received; Pride of America shore excursions are overpriced. The one we chose costs over $600 for a party of 2. Extra high cost in comparison to others. I regret taking it. The value of the excursion was not there.

The Pride of America skipped docking in Kona. I wonder on what basis was the decision made. Was air quality as announced, if so, what was the air pollution index on December 4th. 2022. I have my own doubts. I am speculating that it was just a money saving move by Pride of America.

We had paid for shore excursions for the day that had to be cancelled. There was a docking fee savings by the ship that was never shared. When we complained, our complaint was simply dismissed by guest services.

In summary, Hawaii was beautiful but Pride of America’s services and NCL’s services were less than we would have liked.

Desired outcome: action by NCL to improve services, lack of and compensation for service deficiencies, overpriced shore excursion, group discount, missed port.

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9:23 pm EST

Norwegian Cruise Line Poor timing in the schedules of flights to be on the ship on time.

Due to many delays in our flights, the fact that we were too late for the embarkation on the Norwegian Encore and also the high cost to join the ship at Puerto Plata two days later, considering there was no help or no assistance for that, we had no other choice to cancel the cruise.

We had already lost the first day and were going to lose the second one and also a part of the third.

A cruise is something we usually live without any stress and, for the first time of my many sailings with Norwegian Cruise Line, we have been confronted to many issues starting right at the beginning (a 3,5 hours delay in Montreal for our first flight). And the trip started to become a kind of njghtmare...

During many weeks before the cruise, I have been calling Air Vacation to change our flight schedule because the time to get to Miami to catch the ship was too short and also because we were losing the afternoon on the ship.

I even asked them to reschedule our flight the day before and they told me it should have been done 75 days before the departure. BUT, nobody had informed me about that procedure called "deviation"... I think there could be some exceptions to the rules sometimes...

So, I hope you can understand the fact that we are very disappoinfed about all the stress we have lived and furthermore the cancellation of our "dream cruise" as you say...

To improve your way of doing things, I think you should accept suggestions from your guests and try hard to give them the satisfaction they deserve.

I definetly think that cruisers shoud fly the day before the departure of their ship. It's the best way to be on the ship ahead of time.

I hope the insurance I paid will totally reimburse me.

Desired outcome: At least, I want an apology and a firm intention from their part to review and improve their way of processing.

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12:50 pm EST
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Norwegian Cruise Line Refund Deposit $1500.00 for Hawaii Cruise 08/02/[protected]/2023. Reservation Number [protected]

Cancelled aforementioned cruise on January 16, 2023. Requested our $1500 deposit be refunded to us. Cancellation was within the guidelines of NCL.

Called NCL on 01/27/2023, questioning status of refund for $1500.00. Which, for reference was paid on 07/14/2022. We were advised it would now take 14 Business Days to receive our refund. Called 02/03/2023, advised there was an internal problem and the representative would email a supervisor to force the refund to us quickly. Called 02/07/2023 advised would take an additional 7-10 Business Days to receive refund. It seems NCL has no problem taking our money, however, refunding the same amount is an extreme burden to them.

Desired outcome: Refund of $1500.00.

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gosports1
Charlotte, US
Feb 12, 2023 3:05 pm EST

If you used a Credit Card Call the Company and Dispute all of the Charge immediately, you only have so many days to do this.

We will be doing this for our upcoming 7 Day Cruise to Alaska in April 2023. We received our flight information and the Booked flight Arrival Time did not get us to our Designation 3 hours before we had to be at Departure terminal . Most likely a few minutes in ground travel delay , All ( 7 ) people would have missed the 5:00 P.M. Sailing Departure Schedule.

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8:45 pm EST
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Norwegian Cruise Line Cruise credit

I booked what was supposed to be a dream come true birthday cruise for myself and my mom; sailing from Barcelona, to Italy and France then back to Barcelona. I booked in March 2022 to sail in our birthday month of September, 2022 onboard the EPIC. The cruise was supposed to include roundtrip airfare and all the other All-inclusive bells and whistles other people have mentioned.

I received my confirmation but it had no flight itinerary. Since we embarked on a Sunday, and our observant Jews and cannot fly out on Friday leading into Saturday or Saturday itself, I asked a customer service rep I spoke to about securing kosher meals, who I needed to speak to. They referred me to customer service. The person I spoke to erroneously informed me that since I wouldn't receive my flight info until approximately 45 days from the trip, I'd have to ask for any accommodations and/or changes then. So of course I wait! Sure enough, when I get my flight itinerary it has us flying out on a Saturday. I spent, I KID YOU NOT, literally 8 hours on the phone on hold, being switched from one person to the next, all unwilling to help me. Finally I'm sent to the Resolution Desk where Megan very rudely informs me that "we have no record of you contacting us about the flight change and you should've done it 75 days out! To which I replied, that's no where on the confirmation and I DID in fact reach out but due to their employee's misinformation, I needed to cancel the trip. Since I had purchased the insurance, thought I'd be fine, but after months of back and forth AON will not uphold the policy because change in flight preference isn't covered. So, I'm told I'll receive a future cruise credit, for which I waited another month and a half to receive. Now I see the credit but it's not for the proper amount, so I reach out to AON who now's punted it to NCL, whose rep tells me the "rest of the credit is on my mom's account (that she doesn't even have). Excuse me, I paid for the trip and ALL the credit she be on my account. It would literally take almost a vote of Congress to get the credit of her non-existent account, not to mention in trying to book another cruise, they now have it so the credit doesn't cover fees/taxes, and to add further insult to injury, only PART of MY credit was applied to a trip I tried to book because they applied it after the total instead of charging the cruise, applying the credit, then charging the taxes and fees!

Desired outcome: Refund of my $2000 I have coming or, apply that entire amount towards a cruise so I can get this nightmare over with and move on. We're coming up on a year I've had to deal with all this. Next up is lawsuit!

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2:17 pm EST
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Norwegian Cruise Line Poor timing for connecting flights and missed cruise dates and additional expenses

My wife and I were booked on the Caribbean cruise on the Norwegian Dawn from17-28 January 2023. Our flight from Edmonton to Toronto and then to Tampa Bay did not go as planned. Due to the inability of the person booking the flights to realize that there was not enough time between arrival in Toronto to board the connecting flight to Tampa Bay, the flight had already left before we deplaned in Toronto. We were flying Air Canada and in no way were they responsible for the timetable screw up. As a result of this we actually missed the first 3 days of the cruise and were subjected to additional costs. We had to take an UBER taxi from Toronto to Hamilton Ontario. we paid $1182.98 in air fare to fly from Hamilton to Purerto Plata. We then had to book accommodations for 3 days and wait until the cruise ship arrived there. This was an additional #343.69. (USD) As I have a disability we had booked a Scoot-A-Round for the trip to be picked up in Tampa Bay, this was an additional 512.45 (USD). This trip costs us much more than we had budgeted and cost a lot of pain and suffering on our part. Due to the fact that air flights and cruise schedules, the only person/organization to blame for this is Norwegian Cruise lines as the were responsible for all the bookings. Needless to say we are extremely upset with NCL and will ensure that we will make it known to others to be wary before booking cruises with NCL

Desired outcome: I would like an apology and a refund on additional costs listed due to the inappropriate actions of NCL

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4:17 pm EST

Norwegian Cruise Line Quality of group cruise representative's services

Norwegian Cruise Line Group Cruise Reps lousy service...
I am booked on a Norwegian Cruise to Alaska in June on the Norwegian Bliss under group reservation number. I have booked my cruise from November 16, 2022. Since that time, our group representative under FS Group A1514165 has not provided service or answers on:

1. Implementation of my veteran's discount or answer to my repeated calls as to why I am not receiving veteran's discount.
2, Obtaining free airfare for 2nd person and instructions on how to book this perk.
3. Booking my daughter and two children on cruise at the group fare.

I believe this is my third cruise on Norwegian Cruise line and first with a group.
I will look elsewhere on future cruises.

Desired outcome: I would like to be called re: my reservation ending in 8652 June 17 to 24 Norwegian Bliss to have my questions and concerns addressed.

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1:46 pm EST

Norwegian Cruise Line Hotel Purchasing for Prima

We where on Prima 11/26/2022 and William Griffin won a smart TV on the Price is Right game. They said we would hear from them in a couple of weeks and should have TV in 4 weeks. It has been several weeks and we havent heard from anyone. We have sent 4 Emails to the email address they gave us and have not received any response. We have tried multiple phone numbers and have not been able to speak to anyone about this matter. We have posted on FB on the Prima pages and have not heard anything. Now they tell me to file a claim and we would get some response back with in another 14 days. This has not been handle very well and guest should be able to get a response about any issue in alot better fashion. We had a great time and the game was alot of fun, but this has just been a let down. Thank You Tina Griffin booking number [protected]

Desired outcome: Would like to hear from someone soon since it has been alot longer than we where told. Thanks

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8:40 am EST

Norwegian Cruise Line Customer service and resolution department

This experience has been horrible. This company only cares about the money. There was 3 of us that booked together on 7/8/22 that is the only thing that went smoothly. As we spread the word we got another 10 people to book this cruise. We called and made our final payment on 10/16/22 at that time we need to swap out a member of our party and move guests around we were told it would take 24 hours because of the "computer system" we heard about Norwegians computer slowness and issues multiple multiple times. Working in the tech field FIX YOUR SOFTWARE. We followed up with emails and phone calls knowing if this room switch was not made the airfare would not be booked correctly as we had 2 different airports. NO ONE WOULD HELP US. Guess what happened everyone was booked on different flights because even though we are a group they book airfare by room and our rooms were never fixed. Also 4 of us were given the wrong dates for our flight 2 days before instead of 1 day before. Now we have to put out 2 nights to stay in a hotel because they will not change the dates. So had to put out additional money to book flights on our own. Then I looked at my account all the add ons from the orginal bookings were gone. I called and now I was charged AGAIN. To get this fixed I was on the phone for 2.5 hrs. I tried to discuss the room situation and all I was told switch room keys. What so if the person charges $ on the ship it in the other person's name I got and OHHHH yeah but still no resolution. I am so worried that the customer service I have received I am scared the actual vacation is going to be horrible.

Desired outcome: I want the airfare money back!!!!! I want to $$$ I had to put out for the extra night of the hotel because of their mistake. I want the original prices I booked with in July on my receipt.

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Trisha Sullivan Lambert
, US
Feb 25, 2023 12:00 pm EST

Going through the issue with them now. We scheduled our trip for this coming April back in Oct o Hawaii. I have a brother that is exceptional and cannot fly on his own. They scheduled separate flights for us his being a different flight. Talked with several people the last being a woman by the name of Starlink wo is supposed to be a resolutions representative. She was useless would not change the flight even after explaining that he could not be put on another flight that he could not be alone. It didn't matter to her, I asked her would she allow her children to fly on a separate flight form hers and she would not answer. She said if a canceled the cruise I would pay a fine. I feel they owe me my whole costs, it's their fault I'm in this situation. I will not, nore would I ever recommend Norwegian cruises to any of my friends and relatives, will never ever do business with them again.

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7:30 pm EST
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Norwegian Cruise Line Not receiving military appreciation program and customer service

11/28- made 5 reservations with Kirstie Unger, assigned agent to assist with reservations. Initial service was great, we booked 5 rooms and asked if we could qualify for the military appreciation program on top of the cyber Monday deal. She said yes, once we finish this call just verify your status through ID.ME online and the 10% discount will be applied. At no time did she state we need to do this immediately. So, the 4 veterans/active duty guests went online and verified. Only one person received immediate discount. Contacted Kirstie many times throughout December about the issue. She submitted a ticket but I had to chase her down for a status which I never got from the initial submission.

Approx. 12/30- I chatted with an online agent who fixed the issue on my account but said she could only apply the discount to that day's (prevailing) rate. She could not apply it to my current reservation (first time I am hearing of this). Approx. 01/02-Finally connected with Kirstie again in January, after several unanswered calls and non-responsive emails. She submitted another ticket (Case#0755177).

01/12- Kirstie states this issue is known company-wide and she can't do anything about it and then proceeded to insult me.

Desired outcome: Apply the 10% military appreciation discount to my other 3 active duty/veterans' current reservations (#[protected], #[protected] and #[protected]) and an apology for the lack of professionalism by the agent, Kirstie.

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4:39 pm EST
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Norwegian Cruise Line Flights from Portland Maine were booked from Portland Oregon

I am set to sail in 34 days. Booked in November and at the time of booking NCL said we weren't in the correct window for booking the flights. Once the window was appropriate, I received our flight itinerary. The flight was booked to fly out of Portland, Oregon. I had requested Portland, Maine. I called the air and flight hotline immediately. I spent an hour on the phone with the agent, which is logged in my account. I was told that this was resolved, and I would receive an email in a short while. I didn't receive so I called back, they said "Oh I'm sorry that isn't resolved, and we need 48 hours please be patient". I waited and never heard back. I called back and the agent was appalled that this hadn't been taken care of. She was confident that she could help, she couldn't apparently. This call was 1 hour 10 minutes. I received a new confirmation by the end of the week as promised, but the flight was STILL out of Oregon. I called back again and was getting increasingly irritated with the casual way this was being handled. I asked to speak with a supervisor. "Yes of course, let's get this squared away and then I will have a supervisor join the call" That never happened. She finished the call saying that William was going to look into the matter, and he would be calling me back with resolution and some sort of compensation for my trouble. I have spent 4 hours and 20 minutes total on this issue, and it is still not resolved. I sail in 34 days, I hope. I am losing confidence and I'm wishing I had booked with another cruise line.

Desired outcome: Correct air travel. Compensation in the way of upgrades to my trip, preferably an upgrade to my room. Thank you.

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1:52 pm EST

Norwegian Cruise Line Itinerary Change (Reservation # [protected] Room 5718)

We are writing to express our extreme disappointment with Norwegian Cruise Lines. We recently returned (Dec. 31, 2022-Jan.8, 2023) from an 8-day cruise from New York on the Getaway. Our cruise was to visit Port Canaveral, Great Stirrup Cay and Bermuda. We have been on several cruises and chose Norwegian as this itinerary went to Bermuda. The Captain told us due to the strong under current and weather conditions predicted for Bermuda we would have to stay an extra day at Port Canaveral and go to Nassau instead of Bermuda, stating our safety was his priority. This was a blatant lie that the Captain and Crew stated. We found out later there were mechanical issues with the ship that were repaired in Florida and other ships did visit Bermuda (Norwegian Gem). We were not told the truth about the situation. We will not sail with Norwegian again and cannot recommend this company to my friends, family and associates.

Len and Lesley Ringwald

[protected]@machel.com

[protected]

Desired outcome: An apology and compensation. The $75.00 onboard credit does not compensate for the change, disappointment and deceit. We would not have booked this itinerary, we have been to Nassau previously.

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11:01 am EST

Norwegian Cruise Line NCL Travel misleading me reservation # [protected]

I RECIVED A BROCHURE from NCL as I am a previous cruiser. I called NCL direct and got an agent name Thomas Chase who booked my reservation on 08/8/2022 Reservation # [protected]. I took the travel insurance and was told I could cancel for any reason. I had called back on 10/14/2022 to make a payment and asked if they needed my information for my flights and was told that no they would send me confirmation when the flights were booked and if I didn't like the flights we could rebook.

I paid in full by 11/05/2022. Yesterday I received my flights in an email for the first time. The flight down is satisfactory, but the return flight is not it has me in port at 7:00A.M. in the morning and leaving Fort Lauderdale at 7P.M. and arriving home at 12:05A.M. the next morning leaving me still another 1 1/2-hour ride home.

I called NCL today, to find out the agent who booked my cruise is not a qualified booking agent even thou he works for NCL and booked my trip. I tried to change my airflight with Noella from your fare reservations and was told I was 70 days out and they couldn't do anything because I had to change at least 75 days out. I didn't get my confirmation till yesterday! She told me that my agent should have sent it sooner. I asked to speak to a supervisor and was told they couldn't help me, and she wouldn't transfer me. I called back to speak to the travel representative and told her I wanted to cancel my whole trip due to my air travel she told me that wasn't a good enough excuse. I then told her I was concerned with Covid-19 and she told me that wasn't good enough either. She was sorry there is nothing NCL could do.

I called Southwest airlines directly and they have a flight #3144 leaving Fort Lauderdale 3/29/2023 at 2:35 and arriving in PVD at 5:35 for $285.98 per person. I also can stay one day longer in Florida, my sister lives in West Palm she would pick me up from the ship and I could fly home 3/27/23 out of West Palm for $290.00 a person. If I can find these flights why can't NCL. I was lied to on being able to cancel for any reason and lied to on being able to change my flights. I have traveled at least 3 times on NCL and have never been treated this way before. My travel companion and I are both senior citizens and this would have been his first time on a cruise what an experience. I am so upset I am considering calling the state of Connecticut Attorney General Tong and filing a complaint against NCL. I should not be penalized because your employee Tom Chase isn't authorized to book my reservation and tell me untrue facts on when I can cancel my reservation or when I can change my flights. I would like your feedback ASAP so I have time to make other arrangements.

Desired outcome: You can make this right by NCL changing my return flight on 3/26/2023 or refund me the roughly $600.00 I would have to pay out of my pocket to return at a decent time.

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Poor_Service
Phoenix, US
Jan 18, 2023 9:13 am EST
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We experienced similar problem. In December 2022, we repeatedly emailed our NCL Travel Consultant, specifically a NCL employee, to add extra pre and post days to the cruise starting March 21. 2023. She replied that she would. We emailed her again Jan 4 to confirm. Without her reply, we contacted NCL Air Dept and was told we missed the 75-day deadline. Since then, we spent hours on email, phone with NCL and kept getting the run aound from one department to the next. Our travel agent goes AWOL.

NCL would not budge on denying us the flight deviation, even though it's their agent's fault. They claimed that our email to the agent NCL account and text messages with the agent were not considered official record. Only phone calls are logged and considered official whether we requested timely. Ironically, in the same statement, they refer us to the email reminders about updates for the cruise.

We have more cruises with NCL this year. We are considering canceling them if we still can.

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4:31 pm EST
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Norwegian Cruise Line Terrible service, rudeness, loss of product, worst vacation ever.

Greetings,

I was planning on filing a complaint with the BBB, however, felt it would only be fair to contact Norwegian directly, in an attempt to solve this issue.

To start, my reservation number is [protected]. We embarked on 18 December, 2022 for the 5 day Mexican Riviera trip aboard the Norwegian Joy, assigned to room 12196. We were supposed to depart @ 16:00, however, we did not set sail until 2.5 hours later. Any ship member that we asked a question, had no answers. Once we were finally onboard, I immediately wanted to get off the ship. The attitudes of employees were amazingly BAD! I will lay out the issues in order, as I can recall them.

1. We headed to our stateroom, only to be turned around before reaching our room to go directly to the muster point, regarding emergency evacuations. No sign or employee informed us of this during the entire boarding process. After standing in line for over two hours, and a 5 hour drive from Las Vegas, I just wanted to relax for a bit.

2. The same evening, we decided to go eat. To my surprise, a majority of the employees were miserable. Not a good vibe to have on a cruise ship. If you asked them a question, it was as if you were bothering them. The only ones that seemed happy, and willing to help, were the washy-washy crew.

3. Since we departed late, we arrived in Cabo San Lucas late. It took nearly 2 hours to get off the ship and had no guidance on where to go for our excursion shuttle. To make things worse, we were told that we had to return to the ship by 18:30, to assure a smooth transition. We had no time to see Cabo, or shop the local shops as we would have on other cruise ships.

4. We decided that since we were unable to shop or eat authentic food from the local shops etc., that we'd, eat onboard, then go up to the duty free shops onboard. I did find a young man that informed us that we had not departed, because they could not get one of the anchors up. I went to one of the counters and asked how long they would be open once we left. This poor young man was not even aware that we were still in port. So, I asked one of the managers how long they would be open once we left port. She was extremely rude, and said "sir, per the captain, we cannot open until we set sail." So, I simply stated, "assume we set sail in 30 minutes, how long will you be open?". She rudely stated that "I was apparently hard of hearing, and we're not open yet". I complained to another individual, who asked for my stateroom, so that I could have someone contact me regarding her rude behavior. No contact from anyone.

5. We were informed by speaker, that since we departed L.A. late, we would be allowed to remain in Ensenada until 18:30 instead of the scheduled 17:00. Again, getting off the ship was very unorganized, and had no guidance on where to find our wine tour group. The excursion crew, especially the young lady, was rude and clueless. To top it off, our tour guide informed us that she was informed that we had to be back to the ship because it was departing @ 17:30. Again, cheated of seeing anything in Ensenada.

6. We made a purchase of $2100.00 for a ring at the jewelry store onboard. The young lady was excellent, however, informed us that we had to return the next day to get the certificate of authenticity. We did so. All we did get was basically a sales slip. The value of the ring on the tag stated $5300.00. The slip we were given, did not have the ring value, but instead, the amount that we paid. It clearly says SALES RECEIPT. I have many purchases where I have obtained a certificate of authenticity, and this was not it.

7. We did take some photos and went to purchase some. We ordered 2 8x10, and 1 5x8. When awaking on the morning of debarkation, they were hanging on our stateroom door. However, one of the 8x10 photos were a duplicate. We went to the photo shop for the correct photo. When they returned with the photo, it was a 5x8 instead of an 8x10. At this point, I just wanted off of the ship.

8. We returned to our room to get our luggage, and the liquor that we had purchased was sitting inside of the room. We purchased six bottles, but only 5 were in the two boxes.

9. We were given yellow tags for our luggage, and when they called, we proceeded to the given location. I asked if our luggage would be at the location in which we parked. The young lady asked for our stateroom, and she said it would be awhile before we depart, as the color tag did not match our floor, and was told we had to go back and wait just like everyone else. Really? We had yellow tags, and it was the first color called, but had to wait over an hour to get in line for the apparent proper floor color to be called.

We do 1-2 cruises a year, and have been on the Breakaway as well as the Gem, and have had the perfect experience on each of the Norwegians. The other cruise companies we have traveled with were great, but could not match the joy and excitement of the Breakaway nor the Gem, so we decided to try out the Norwegian Joy.

This has been the worst vacation experience of our lives, and does not speak well for the Norwegian brand. My question to you is, how we make this right.

Norman Monroe

monroe. [protected]@aol.com

[protected]

As an additional note, I did get an email from NCL. Basically I was told, "sorry for your experience, but hopefully you'll sail with us again".

Desired outcome: Certificate of Authenticity, or partial refund for purchase of ring. Alcohol purchased sent to me, or refund. Refund of excursions, just to name a few.

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3:21 pm EST

Norwegian Cruise Line Cautionary Tale About Discount Codes

We’re gold members, been cruising for 20+ years, and recommend NCL because the on-board experiences have been consistently . . . amazing. Some of our best vacations have been with NCL. However when NCL offers discounts, some of the restrictions are not visible on the website. Understand that once you’ve paid for your cruise, there will be an end to customer service while on land--long wait times and formulaic responses await you. The marketing uses “bait and switch” tactics so be forewarned about booking. We’re not canceling our cruises this year but caution others when booking.

Desired outcome: I wish someone would sincerely apologize and listen to our sincere issues. I would have even been satisfied with an onboard credit of some type or a trip to the spa. . . which seemed reasonable considering the 25k we spend.

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1:06 pm EST
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Norwegian Cruise Line Customer Service

I am scheduled for a cruise on the Norwegian Spirit departing Sydney Australia on March 4, 2023. I booked with my parents, linking our 2 cabins and elected to have Norwegian schedule our flights. As it was explained to me when we booked, our flights could be scheduled together because of the link between our rooms. However, now I am getting a completely different story. My flight is booked and theirs is not. When asked if an attempt could be made to get us on the same flight, I’m now told no there is nothing they can do. All Norwegian offers was an apology for the inconvenience. They told me that I can book my own flight and pay penalties if I wanted but that’s it. This is absurd. I spoke with 3 different departments and no resolution. Completely inferior customer service. They basically told me to go pound sand. This is my first NCL trip and likely to be my last, even before I set foot on the boat because the company is totally unwilling to help!

Desired outcome: Coordinate our flights so we can travel together as we had planned.

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9:18 pm EST

Norwegian Cruise Line Auto cancellation — never notified — paid in full — issue shore excursion

This is a Nurse Con Sea cruise — Feb 2023 — I paid in full back in Jun — got a $250 credit for shore excursion/on board items etc... I booked shore excursion and soda package on Dec 22. I rec. confirmation. However Dec. 24th I rec. alert from my credit card of double charge — which was soda package. I called Dec.28th — to make sure I was only charged for 1 soda package and shore excursion — after 45mins and a disconnect — had to recall over 50min — to learn NCL-autocancelled my entire reservation. They stated I never paid for shore excursion — so with a balance they cancelled my entire reservation. I never rec. an email from NCL — stating I owed any money — also NO EMAIL CANCELLING THE ENTIRE CRUISE! I asked to speak to supervisor asking for corporate number and was told to call back and ask for supervisor. I called a third time — this time well over 60 min. — was told had to wait 12 min for supervisor — and then after 15min — was told another 16min. — and so on. I demanded another number to call and speak to someone — was given charter number — not back in office til tomorrow. I did contact Nurse Con at Sea rep. — they were not notified of the cancellation either — they were very helpful — telling me they would contact NCL and that my reservation would be fine — they would email me when confirmed. I still proceeded to recall NCL — waited for a supervisor — after 30 min. spoke to one — who stated it was my issue for not paying the shore excursion — I stated I thought I did — as I purchased soda package and got 2 of them. I told her the shore excursion confirmation — showed both my roommate and I purchased and amounts and totals — NOWHERE ON CONFIRMATION DID IT STATE PAYMENT BEING OWED!

This has already put a big disappointment — on something I looked forward too! As a Nurse I spent that last couple of years battling Covid and just went through the BUFFALO BLIZZARD — over Christmas. I just expected NCL to be better at customer service responses and notification process — they already had my money in Full!

Desired outcome: Complimentary drink package and shore excursion---or percentage refund--or free upgrade with drinks included--This is already causing my trip to be ruined.

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6:52 pm EST
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Norwegian Cruise Line Flight service

We could have booked our own flight, but we're assured that we would not get a red-eye flight if we booked thru NCL. After waitimg for over a month, and pre paying the flight, we got a red eye. You refused to give us a refund or a credit.We had to book our own flight , with NO REFUND for YOUR SCREW UP. We have been on several NCL cruises, rest assured, this will be our last

Desired outcome: Refund for the first flight.

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12:51 pm EST

Norwegian Cruise Line Racial discrimination

I am writing to inform you about my negative experience while traveling with Norwegian Sky cruise from November 25 through 28 of this year. This cruise was planned over a year and finally My Partner and I were able to book a trip to celebrate her Birthday. We imagined and hoped this would be a special and memorable trip because this would be our first cruise together. The trip consisted of Her Juliah Devarn, and myself, Jalah Filsaime. We planned this cruise expecting the best like every other guest to have a great experience, but it became emotionally devastating during the final deboarding process. My girlfriend and I were detained. We were told that we could not leave. We were given no reason. When a supervisor of security finally spoke to us, we were informed that we were being detained because there was footage of us taking a wristwatch from a boutique on the ship. I was appalled. This was shocking and embarrassing to us. We were taken to customs where they checked all our bags and belongings. The security supervisor and the storeowner stood and observed the investigation of the contents of our baggage like hawks from the side. When they fully emptied out our belongings and found nothing, they both walked out and left without an apology or saying a word. I am disabled in a wheelchair and having gone through the physical procedure of customs pushing up and rising up out of my chair was also uncomfortable for me. This is definitely not the experience that came to mind when my Partner and I planned and purchased our trip. We felt this action was racially motivated and we were racially profiled. It is hard to believe with so much that has happened in the world, and how far we have come this is still going on. I feel disgusted having gone through that ordeal. I want to be absolutely clear if nothing is done or we hear nothing back. My Partner and I will contact WSVN7 news station, which I have personal friends there and also upload our ordeal on social media where we can tell our story of racial discrimination.

Booking #[protected]

Contact

[protected]@gmail.com

[protected]@yahoo.com

[protected]

Desired outcome: Fully Refunded

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11:08 am EST
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Norwegian Cruise Line Customer service or lack there of

My last few dealings with NCL have not been pleasant or successful.

I am tired of being told to 'go online' only to speak to some computerized system that doesn't provide me with the information I requested. Today I did manage to reach a "human" only to be told that she didn't have a department to handle my request! I don't need a department, I just need one person to provide me with a printout of my account of my last cruise. I never did have the ability to view my account even when on the ship via your crappy app.

My second request was to check to see if a back pack which I believe was left at the dock when returning from a recent cruise had been found. Again I was told this would have to be done "online".

NCL caused me to have to cancel an entire cruise, due to wrong information given to me "online" earlier this year. Yes, you refunded the cost of the cruise but I was still out some air fare costs even though I had bought cancellation insurance.

I have taken over 35 cruises I am not a stranger to cruise websites. Sapphire rating, and credit on account, I really wonder if it is worth the frustration of dealing with a company that is pushing automation to the degree that is unacceptable for the many cruisers.

I only took this last cruise in order to not lose my next cruise credit. I don't need to deal with a company that has no interest in customer service, forcing me to take cruises by a certain date. Not being allowed to use a credit as it was in Canadian dollars.

I don't mind using the automated systems, but, I still expect a "human" to help me when I am having problems with your automation.

My Guest #[protected], Res. #5033440, cabin #13461

LEORA BRADEN

Desired outcome: Pretty simple - a print out of my onboard account emailed to [protected]@yahoo.ca and confirmation that my backpack is reported as lost.

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10:17 am EST
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Norwegian Cruise Line Customer NCL phone representative

My member # [protected] ...On 12/13/2022 I called NCL by phone for information on booking a cruise. Your representative gave me her email: [protected]@ncl.com ... Phone number [protected] ect 44571 .. 11 day cruise out of Tampa Jan 28, 2022 for $719 per person .. I was told that my husband and I, each, had a $100 credit and the ads I am getting say 2nd person FREE ... But she quoted me a total of $1803.88 .. I sent her an email on 12/14/2022 requesting a breakdown of the charges that would add up to $1803.88. I never received ANY reply. I can fwd a copy of this email. I am in charge of a group of 40 to 60 prople ... Booking a cruise 12/2023

Desired outcome: This lack of a reply and such poor customer service has put NCL in a VERY negative light. A reply would be appreciated. A breakdown, why the 2nd person NOT FREE and such extreme extra charges

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About Norwegian Cruise Line

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

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Overview of Norwegian Cruise Line complaint handling

Norwegian Cruise Line reviews first appeared on Complaints Board on Sep 28, 2006. The latest review Disappointing Experience with Norwegian Cruise Line was posted on May 16, 2024. The latest complaint unethical behavior was resolved on Oct 26, 2012. Norwegian Cruise Line has an average consumer rating of 1 stars from 318 reviews. Norwegian Cruise Line has resolved 26 complaints.
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