Norwegian Cruise Line

I am scheduled on a Panama cruise date of 03/21/23 on NCL Jewel. I had NCL do all reservations on air travel thinking that they would get my wife and I seated next to each other. Well, they don’t assign seating on aircraft. One week before travel I just happened to check and was surprised to find out that I had to pick our seats. Well let it be known that the majority of seats that were together were taken. My wife did not want to be seated alone so I had to upgrade seating which cost me $195.00 extra. Last time I let NCL arrange my flights and possibly last time with NCL.

Unhappy traveler.

On February 9, 2023, we booked a September cruise called the Scotland/Ireland Cruise. It was my fault for not viewing the itinerary in detail because of the 12 days, only 3 days were in Scotland and Ireland.

When I made the reservation, I was told that I had until May 6th for a complete refund. They offered to match my $150 deposit for a total of $300.

On March 7, 2023 I called to cancel our reservation. I was told there is no refund because they matched my deposit with a coupon. I only wanted my $150 refunded and they said no. I did not ask for any coupons.

I have been on 5 Norwegian cruises and have been happy with everyone of them. Now for $150, they have lost a lifetime customer.

I have reviewed the contract and there is nothing about not refundable deposit.

Be very cautious when booking a cruise with this company.

We booked a family cruise and I told shelly my cruise consultant that my husband is paraplegic and needed a handicap accessible room because he can't walk at all. We originally wanted to get a handicap room with an extra bed for free at sea. I called on weekend to cancel extra bed and found out that we never had handicap room, we had a suite, and that the handicap accessible rooms don't offer extra beds. The weekend consultant was very helpful and rebooked us on the ONLY handicap room left on the ship. This would have been catastrophic if we had not found this out prior to departure! I forgave her one mistake even though this is VERY CATASTROPHIC error and could have caused our family trip to be destroyed, and we wouldn't have know until we checked in!

Next I called Shelly to book handicap shuttle from cruise terminal to MCO upon departure. She assured me a handicap bus would be waiting with lift for my husband. I also called her about 4 days prior to confirm shuttle would be there and see if I needed a ticket. She assured me I didn't need a ticket and the bus would be there. It wasn't there and we sat out in hot sun dressed warm for MI i

NCL Bliss 2/11/23 -2/18/23

Final invoice - was charged $42.00 for an unused cruise credit.

Filed a case submission form to reverse the charge from my credit card - Case: [protected]

Received an email back stating:

Kindly be advised, the charge that you see on your folio is to balance out your charges for any unused credits.

They cannot be used for service charges, customs taxes, casino charges, or purchases off the ship. Additionally, as they are non-refundable credits, they have no cash value other than payment of an onboard account. Therefore, there are no refunds issued or subsequent credits issued for any unused portion of the credits. We sincerely regret any disappointment in this regard.

I replied that I didn't understand why I was being charged for an unused credit to please contact me to explain it to me. I have since called multiple times to speak to someone but was told that i cannot speak to anyone about this issue, that I need to respond to the email I received or file another case submission form.

I have cruised with NCL many times over the years, am a Platinum member and am extremely disappointed with the customer service.

My complain is do to the fact that Since about 9:00 a.m. I was trying to book a 10 day cruise, first I spoke to an agent Clinton, who told me that my reservation was good until 9:00 p. m, of Saturday March 4, 2023, Thereafter We went to the Market and when we returned I found a "courtesy email-" indicating that I have only to 10:30 a.m.

That is when my nightmare began I called the reservation and was contacted by Victor, who in my opinion did not knowl4ft to right he was confused and asked me questions that I could not answer shush as What is he name of the Ship?. I asked if I could speak to a manager, well I was in hold for more than one hour and never was able to speak to a manager, finally he was hang off. I called again and the same routine but after more than 30 minutes I was able to speak to manager. The true of the matter is that I felt insulted by your company and I was extremely sorry that I have a deposit for a future cruise of $ 500, I was told that I will get some extra discounts it never happen. I am booking for the cruise my resevation is [protected] and sincerely hoping that

some how I will get the balance of my deposit made in August. We also looking for an explanation of other charges in pour credit card. Your assistance in all this matters will be appreciated

My name= Christian BINAME, latitude N°[protected]

during a cruise on the Star ( from Santiago Chile , feb 2020, ref41881287)

I bought 2 Next CruiseCredits of 250$ each = n° [protected] et [protected]

(it was mentioned there were valid to 2026)

I used 1 of those 2 Credits to pay a cruise on the Star (Reykjavik july 2022= [protected])

and, suddenly,now, the 2d credit is no more apparent on My Account on ncl.com...

Why ?

We booked a full package with NCL, flights, hotels pre and post cruise and the cruise. Norwiegen Sun, 21 April 2023 - Panama Canal Cruise

However, 6 months after booking we still hadn't had confirmation of the proposed hotel, Hilton in Miami. Seems that because we booked so early they could not confirm the Miami hotel so we were on a 'wait list' all noted in the comments section on our booking. Which was confirmed by Tom when we rang to chase the hotel booking.

Its seems that just 57 days before the cruise, we have now been told NCL cannot get us a hotel and we need to book our own!

We are disgusted with the way we have been treated by NCL and that's before we go on the cruise.

My husband and I have been cruising with NCL since 2005. We just got back from our 16th cruise (sapphire members). We took an excursion on Antigua and all we did was drive around the island not stopping once to take photos. The tour started an hour late because of it being over booked by NCL. To say we were disappointed is an understatement. I would like my money back that I paid for the tour.

Mary Paolini email: [protected]@comcast.net

Getaway NYC 12 days 6Feb to 18Feb23

Just got back from the worst cruise ever Feb 5th - 12th on the Encore. First off it was over booked with over 4,000 people on board. The staff at the check in process were so rude and nasty. I booked an outside state room with a queen bed and a pull out couch with a window. What I received was a jail cell with 2 single beds, two tiny bunk beds, no window, announcements speaker did not work, when you took a shower right next to the shower it smelled like [censored]. Never saw anyone that was suppose to be the service person for our room, never received the sheets that told us what was going on the next day, Sheets were not changed. When I went down to Guest Service was told to bad so sad were booked and can't give you a different room contact your travel agent. We did not receive our luggage in our room till after 8:30pm. They had a fire drill right after we disembarked and it was mass confusion with no one knowing what to do. Tried to get things to eat in the buffet food was good but no seats so u walked around with your food and it became ice cold waiting for a seat. Casino was very good Carol and Francis were excellent. DR we booked the rain forest and it was very misleading from what the brochure said. We did not swim with the Dolphins as it was not what we expected and we were promised a partial refund which we have not received. Loved Saint Thomas. British Virgin Island was a joke and we should never have stopped. I gave the swimming with pigs in Bahamas for one of my children's Christmas presents this pas Christmas. On Friday Night I had not received my tickets so I went down to Guest Services and was told we received an e/mail that it was cancelled and we needed to rebook. I never received and the lady told me it was out of her control and they gave us a refund (we did receive) Later that nigh I ran into a manager who asked how my cruise was going. I explained everything he told me he would speak to people and see what he could do about swimming with the Pigs etc and I would get a phone call which I never received. The next day I called him to say I never got a call. Later that day we had a phone call from guest services I tried for over 25 minutes and then decided to go down there. Once I got there the lady said oh yes just a minute and went into a back room. Came out with a card and had case #112333 and said to e/mail when I get home. I asked you will not do anything for me she said correct. Asked if NCL would do anything for me and she told me probably not. One day we had some rough waters and I decided to go down to the pool to relax. Well I was sitting on the step at the shallow end of the pool as I do not swim. It started making large waves and had it not been for a man sitting next to me, I would have been swepted in and most likely drowned along with a lot of other people. I was later told that a man cracked his head open and the pool had to be drained. This was negligence by NCL as for everyone's safety this pool should have been closed. The shows were not very good and not enough of them You had to wait for ever to get a elevator. We had a excellent time last year on the NCL Joy now I am so turned off along with most of the ship I will never book with you again. Also we found most of the excursions were given to the Prima which was sailing to the same places. It also was a [censored] show with the tatum boats took over 2 1/2 hours to get to your Island.

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.

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.

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.

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!

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

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.

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]

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.

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.

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.

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]