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Norwegian Cruise Line
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Norwegian Cruise Line Complaints Summary

26 Resolved
287 Unresolved
Our verdict: If considering services from Norwegian Cruise Line with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Norwegian Cruise Line complaints 313

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Newest Norwegian Cruise Line complaints

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11:57 am EST
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Norwegian Cruise Line Lowering price after I would incur a penalty for canceling cruise

It is absurd that I paid in full for my cruise in Feb 2023 with a 40% discount and the day after it costs me a cancellation fee NCL introduces a 50% discount. NCL refuses to give me the better price unless I cancel and incur the penalty which is a net sum zero gain for me. But, all of those that waited are able to purchase a cruise for much less than me. Fundamentally, unethical no matter what the excuse is.

Myself as a business owner find this policy contrary to good business practice for long term client relations. Apparently NCL is nearing bankruptcy.

Desired outcome: If new promotions are introduced after a person has paid for their cruise that person should be automatically given the new promotion rate.

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7:24 pm EDT

Norwegian Cruise Line Free at sea add from email received on 10/17/2022 reservation#'s [protected], [protected],[protected],[protected] (I am gathering the other three reservation #'s)

On 10/17/2022 and prior to that I received multiple emails from Norwegian Cruise line claiming that they had an all-inclusive cruise that includes:

Free Airfare

Free Unlimited Open Bar

Free Specialty Dining

Free Shore excursions

Free WIFI

Myself, my wife and 6 other couples signed up for this deal in August and September expecting to get what is promised above. Instead, we got:

-Unlimited Open Bar Package includes a selection of beverages by the glass (premium cocktails, beer, and wine up to $15) as well as unlimited soda, juices, and one 6-liter case of Flow water (exclusions apply)

- One meal at a specialty restaurant

-$50 dollars for the first guest toward shore excursions

-150 minutes of WIFI

I don't know about you but nothing about that says all-inclusive. Now Norwegian will let me upgrade to:

-Unlimited Open Bar including Wine and Beer

-Unlimited WIFI

-2 meals at specialty dining restaurant's for $343 dollars after we have all paid elevated amounts for this "all-inclusive" cruise that is anything but all-inclusive.

Desired outcome: I want the additional package added to all of our reservations for no additional cost!

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4:31 pm EDT
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Norwegian Cruise Line Refund, lost luggage

My friend and I were on the 8/4/22 Norwegian Star cruise, reservation #[protected]. We paid with Future Cruise Credit (FCC). Another friend transferred her FCC of $2,416.98 to me which means I have good amount of credit in my account. My roommate and I decided to purchase essential travel protection and it was dealt DIRECTLY with NCL and we each paid $45 with our credit card. NCL neglect to tell me I can use cruise credit to purchase travel insurance. I, then cancelled the travel insurance and asked to refund $45 to our credit card. I repurchased the travel insurance using the FCC in my account. This incurred in mid-July, 2022. When I request a refund, NCL said your reservation was booked through a travel agent. GO TALK TO THEM. When I purchase the insurance why didn’t they tell me go talk to your travel agent? After numerous phone call I finally received my refund in August, 2022. Instead of receiving $45 NCL refunded me $36 plus $4.68 = $40.68, NCL pocketed my $4.32 (easy money).

When I disembarked in Southampton, England on 8/14/22. My luggage was not on the cruise terminal floor. I spoke to Debbie Lawrence of SMS International Shore Operations (I guess they administrate the flow of people and luggage on the terminal floor), she took down my personal information and promised will follow this up. She recommended that I contact Baggage Handling Company as well regarding my missing luggage. Perhaps she thinks they can extend a helping hand? Debbie gave me a written note certified my luggage was missing. Upon my return to the state, I emailed both SMS and Baggage Handling Co. 2 ½ months past not a single word from both companies. What happen to the professional courtesy? Do they have any legal obligation to all luggage on the terminal floor? I really don’t know. I also filed my lost luggage claim with NCL. They got my claim and responded twice that they are still looking. Last week they emailed me, I quote “Unfortunately, our Lost and Found department onboard has not been successful in recovering your item claim #[protected].Thank you for offering us the opportunity to address your concerns.” Very cold response. I entrusted my luggage to NCL and their workers, don’t they have any responsibility for my lost?

I filed my lost claim with AON Affinity on 9/14/22 (delay due to not knowing what insurance company that carries my travel insurance as NCL never provided me with the information). It’s been 1½ month and I haven’t heard a word from them. Wondering if my insurance is in effect?

I just want to share my experience and keeping waiting to no end. It’s a losing proposition.

Desired outcome: Compensation to my lost luggage

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4:00 pm EDT

Norwegian Cruise Line Service and product

My spouse booked a cruise on the Norwegian Sky on 10-15 to the Bahamas for 3 days leaving from Miami. He has never booked a cruise. I am the cruiser and the booker in the family. Without experience he agreed to pay $1700 for the booking for 2 people. Talk about buyers remorse! Basically paying $300 per night per person with no other amenities than any other cruiser paying 1/2 the price we are paying. When I called they told me the price was high because of the balcony room we selected and I asked what the price would be without the balcony and requested a room demotion. He proceeded to state that there would be a penalty to change room types because it has been 10 days since the booking and that we only get 1 day for changes. Additionally, the cruise date is not until December 23rd! The penalty would be $965+. After much back and forth he proceeded to stated that nothing could be done and essentially ended the call. This was a Supervisor I was speaking to! I never raised my voice nor did I ever get personal but "Jack" had no resolution skills nor customer service empathy. I have not received the service to which I expect of any customer service employee so my expectations of my voyage has been significantly diminished to the point that I am feeling I will never again cruise with Norwegian again. I see now why they have such low ratings and rank #4 amongst the major cruise lines. In fair note: The first agent by the name of "Ron" sounded professional and caring. My misfortune that the call was cut off after 25 minutes. I was hoping that he'd call me back or left notes on my account to reflect what he was trying to resolve.

Desired outcome: I'd like a fair resolution to this ordeal and now feel that the entire cruise should be free. After the treatment i received from the last 2 of the 3 agents i spoke with, i've earned it in addition to an apology

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8:41 pm EDT

Norwegian Cruise Line Recalled commission

My clients had to cancel their cruise on NCL due to serious illness. They had the Platinum insurance and are in the process of receiving their refund. NCL has recalled my commission because they cancelled within 30 days of departure. For my many years of being a travel agent the agent's commission was protected when the client had insurance. I did fill out the NCL paperwork (JOKE) and the answer said the commission was recalled because they cancelled within 30 days of sailing. Do I have any recourse?

Desired outcome: Return my commission!!!

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2:51 am EDT

Norwegian Cruise Line hardly any services available onboard

four of us boarded the pride of america on 17/9/22 expecting that we would get value for money, this is an expensive cruise. but we did not receive what we paid for:

to have the main pool bar close at 6pm at night, with the pool closing at 630pm, when it was so hot...? with no other pools to use on board...

3/4 of all restaurants, cafes and bars were all closed

on a 7-night cruise to have only one night, when there was a stage show on with no other night activities on

one day of a full band playing

in talking to other guests, platinum guests at that, everyone were so disappointed with what was happening onboard

Desired outcome: reimbursement of part of our fares

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11:42 am EDT

Norwegian Cruise Line customer service or lack of!!

I booked my first cruise on NCL and a few days later I receive a call and an email from Kayden Wright Sue. She said she was my agent and point of contact with any questions or concerns. I sent her an email on 09/26/2022 and again on 09/29/2022 and no response. I called her and left a message on 10/03/2022 and again on 10/05/2022 and still no response. I called NCL on 10/06/2022 and said my agent was worthless and I needed someone else. I was told they would put my name out there and someone would contact me. Well 13 days later I still have heard from no one. Not a good first impression.

Desired outcome: would like to have an agent who actually does their job so I could get help with my questions.

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Country Cruise and Travel
Slidell, US
Oct 22, 2022 8:45 pm EDT

Michele, I am a travel agent with over 35 years of experience. NCL is the WORST in my opinion as far as service! However, if you have not gotten the cruise you want, and your heart is set on NCL, give me a call and one of my agents will be glad to help you--in an efficient, honest way. Or we might even find you a BETTER cruise. Thank you, Susie @ Country Cruise and Travel [protected]

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3:28 pm EDT

Norwegian Cruise Line covid test

We arrived at the dock on 07/17/22 only to be told that the Covid test in which we took within 72 hours as per your guidelines on the NCL website, was no longer valid and that the ship was now requiring it to be done 48 hours prior to sailing on this particular cruise. This new guideline was never emailed to the passengers and without any notice we each had to pay 75.00 to take a test that we already did! You cannot go changing policies whenever you feel like it and put the cost and burden on your passengers without any notice what so ever! My autistic nephew was traveling for the first time on this cruise and was traumatized by having to do this test again! I have sent multiple emails regarding this and no follow up from NCL yet! I am a platinum member and exclusively travel with NCL. I can honestly say that if we are not refunded the 75.00 each that we had to put out because of your knee jerk guideline that you felt to put in place on midnight the evening before our departure, then I will no longer sail with NCL!

Desired outcome: refund of 75.00 each to all 7 people that traveled on this cruise

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5:04 pm EDT
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Norwegian Cruise Line Cruise reservation [protected], air arrangements

We first contacted Premium Air on 10/5/22 and were told we would hear back within the next 72 hours. We have since contacted that office several times with the same answer. We have had no one from NCL air contact us concerning our concerns!

Our return flight from Athens arrive in Montreal 10/6/22 at 16;15, the connecting flight to Atlanta leaves at 13:10! We see that as a serious problem. If the connecting flight is on 10/6 we will have missed it by over four hours. If the connecting flight leaves the next day (10/7) we will have nearly 23 hours in the airport! That will not work. Is NCL or the airlines going to put us up in a hotel over night? To spend that much time in the airport is not acceptable.

Delta Airlines has a flight that leaves Athens at 12:10pm and arrive Atlanta at 8:10pm same day via JFK. It appear to be less expensive than the flight we are booked on.

Surely NCL should be able to make better flight arrangement for NCL customers, especially for some very senior citizens.

Could we make our own return flight arrangements and have NCL Air reimburse us for their cost for the Air Canada return flights.

We need your help in getting this matter resolved Please respond to us. We need to know what is being done.

Thank you for your help in this matter.

John & Jeanette [censored]ett

Desired outcome: Resolution of flight arrangements

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10:02 am EDT
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Norwegian Cruise Line Unable to book excursions on ship and paint by u class

From: Janice Davis- Breakaway cruise, res. #[protected]

Our children gave us a $300 voucher to use for excursions on our cruise, that we were on last week. We were unable to book an excursion prior to the cruise using the voucher. Upon getting on the ship I went immediately to "Shore excursions" and were all already booked. This was very disappointing. We were so looking forward to seeing the different sights, etc. We were only able to walk from the ship in the surrounding area.

A painting class was offered on our ship on our last day, while at sea. I signed up. The advertisement for the class on the t.v. site, looked wonderful! When I arrived at the Bliss lounge, it was set up for about 10 people. The instructor said he was NOT an instructor, but filling in. It was a class to paint tulips in a glass vase. He didn't have all the paints needed for the project and after about 45 minutes into it, staff started vacumming around us, and setting up tables for the next event. He said to clean out our brushes and that we could take them home. My picture was not finished. The cost was $35.00. I went down to "Guest Services" as I didn't feel I should have had to pay for this class. But they said it was already in the system, and couldn't give me credit. I feel I should receive a credit on our upcoming cruise on 2/4/23, #[protected].

Desired outcome: I feel I should be reimbursed with a credit for $35.00, for the painting class, and credit for an excursion that we didn't get to take. T.Y. Janice Davis

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2:35 pm EDT

Norwegian Cruise Line Bliss was great but getting off was HORRIBLE AND WORSE ON OCT. 1ST

Wife (Susan who has Dystonia) and I were leaving the Bliss on Saturday and both in assisted help in wheelchairs and I was 3 places in front of her when I check out of the ship and went down the ramp to the terminal. When inside I looked back for Susan, and she was nowhere in sight.

My helper told me she probably just got cut off by other groups and would be along shortly. I got to the baggage area and found our luggage and a porter got them for me, but NO SHOW by Susan at all. Then to the Bus area and my wheechair assistant took the chair and went back inside and left me with the Porter and NO Susan. By now I was really worried about Susan as I had her brase and her medicine for her dystonia and if she had a episode it could life-threatening.

Tried calling her but of course, no

Wifi to make any calls and talked to several workers to see if they could call and locate her and none of them could help at all, and I could not get back into the building to try to locate her. After about 45 minutes my porter said he could get back into the building and would try to locate her with a big red purse on her lap in a wheelchair. Another 25 minutes later the porter came back with Susan in her wheelchair with her assistance helper and in TEARS and shaking badly. Her attendent told me she had just gone thru a horrible experience and he was so very sorry that she had went through all of it.

He left with the wheelchair and Susan, then told me what had happened to her during the last 75 minutes or more.

When leaving the ship, her picture flashed red and someone turned her chair around and she was push back into the Bliss, she yelled at them to stop and told them to get her husband who just got off the ship, but no one tried to help her or to get me at all. Unethical, uncaring attitude of Norwegian to separate a couple both in wheelchairs and not telling Susan any reason why she was taken to the theater and not even letting me know the whole time she was being detained on the ship and was not coming right behind me and I would not find out where she was for well over an hour later. In the theater she was told it was about our account on the ship and she told them everything was fine and all was on her credit card and automatically taken care of by the card. She was in a long line but

now she was worried about me as she did not have any idea where I was or if I knew where she was or what had happened and she was really worried she was going to have a dystonia episode with none of her medicines or her brase.

She was crying and yelling for help and one lady who was now filming all of this was trying to help her and called the whole thing that was going on in the theater "false imprisonment". Susan was getting more and more upset and still did now know what was happening when a Norwegian worker came back to her in the line and handed her some money and said to her attended that he could get her out of there now. WOW, customer care at its finest by Norwegian. The attendant then

finally brought her off the Bliss and through to the bus area, to where we finally were back together after about 90 minutes of her HORRIBLE experience.

This whole situation was cause because the Norwegian had cancelled an excursion, and they owed us about $40, and I guess it was too much trouble for them to put in back on to our credit card, so they thought a possible life-threatening experience was the way to go. We also had over 100 dollars of On Board Credit that we did not use, but they have not given that back to us yet and since we put the OBC into our ship's account (and not some travel company) we need to get this back soon on our credit card.

This situation should not have happened.

A couple should not have been separated without notice or warning with no way of contacting each other.

This lack of customer care by Norwegian is simply HORRIBLE and very irresponsible. A notice to our room sure would have been simple to tell us we needed to collect our money owed to us in person, as Norwegian cannot just put it back on our credit card on file.

This was completely inexcusable by Norwegian and the way it was handled.

We are very disappointed in Norwegian now, since it was our favorite Cruise line, and we had already booked a future 15-day cruise in February on the same Bliss cruise ship, and that is on hold now for us.

Susan & Dennis DeWitt (75 & 83)

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6:15 pm EDT

Norwegian Cruise Line Assistance with the forms for my service dog. Poor air itinerary. Excessive wait times for the air department.

I have contacted Norwegian guest services, special assistance and the air department several times regarding requirements for my certified service dog. The waits on hold for the air department are excessive (1.5, and 2 hours). I'm currently on hold again for the air department. Offering the option of a callback would be far more convenient. Most modern businesses do this. Furthermore, the air itinerary that I have been given is not direct, so that will add anxiety for me and my dog due to the transfers and risk of missing a flight. I naively thought that direct flights to Seattle, and from Miami would be offered. My preferred airline would be Air Canada, as they know my dog.

My reservation is [protected], Norwegian Encore, 23 October 2022 to 13 November.

Alistair Mackay

[protected]

Desired outcome: Provide forms required for my service dog. Add a callback option for the air department. Change my air itinerary to direct flights from Toronto to Seattle, and direct flight from Miami to Toronto. Preferably with Air Canada.

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8:12 pm EDT

Norwegian Cruise Line reservation URGENT

I am booked on the Norwegian Sun to Alaska leaving this Thursday, September 22, 2022. My traveling partner tested positive for Covid. I called Norwegian to find out my options and the representative canceled my reservation without my consent. She told me to contact my travel insurance company to get reimbursed. I did not want to be reimbursed I wanted to reschedule, but she said she could not help me. I contacted the insurance company only to find out that my policy does not cover cancelations. I called Norwegian back and of course got a different representative that advised me to contact RCI, my travel agency, which I did. The RCI representative said the Norwegian representative should have never canceled my reservation as it should have been done through RCI. Therefore, RCI contacted Norwegian and without my knowledge or consent the reservation was reinstated without my traveling partner's name. So now I have a reservation in my name only. The reservation was for two travelers. I paid for two travelers so what happened to the extra money I paid? How do I add another traveler? How do I rebook? Can I rebook? I NEED to talk with someone to find out what is going on, and I need to talk to someone ASAP, as my reservation is for this Thursday.

Desired outcome: I would like to rebook.

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Nancy JS
Franklin, US
Sep 20, 2022 3:13 pm EDT
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I've been sent on a wild goose chase and I've had enough! I purchased 2 pieces of jewelry during my Alaskan Cruise July, 2022. I'm trying to make a return of these pieces and NO ONE can give me an ITEMIZED RECEIPT!

Starboard Cruise Services (SCS), who operates the stores on the cruise ships, only provided me with a certificate of authenticity for each piece showing the price I paid. SCS tells me 'they don't own the cash registers' so I need to get the receipt from NCL. NCL says they don't have any documentation to show itemization of my purchases, they only have the total price I paid so I should reach out to SCS. SCS says the total charge on my ship-board account isn't considered a receipt so they can't accept my final invoice.

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10:05 pm EDT

Norwegian Cruise Line Lack of a refund

I booked a cruise to Hawaii in the spring of 2020 for my 35th Anniversary. It was postponed and cancelled every year until 2022, due to covid. I have requested my full refund since last spring. Still NO REFUND. I have had several conversations with various reps. STILL NO REFUND. Who in the Dept of the United States do I need to speak with? Is the Cruise line hold my thousands of dollars and everyone else`s money to collect interest. Any help would be appreciated.

Desired outcome: I want my refund

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Country Cruise and Travel
Slidell, US
Oct 22, 2022 8:50 pm EDT

Have you tried contacting your credit card company? They should open an investigation and you can prove how many times you have TRIED to work with them. Ask them to remove that charge. I know they can do it!

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9:10 am EDT
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Norwegian Cruise Line Cancelled cruise

Had cruise paid in full for new years hawk an cruise. Cruise consultant told me I could fly day before and they booked hotel. Was emailed what additional would be. Next email few hours later cruise canceled.

Desired outcome: Want my cruise back. If I wouldn't have called cruise consultant, I would still have our cruise. That's how you treat seniors?

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3:54 pm EDT
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Norwegian Cruise Line Reimbursed for air flight

Norwegian Jewel

RES # [protected]

Sailing Date: July 11,2022

On Monday, March 10, 2022, I and my wife booked a cruise to Alaska on Norwegian Cruise Lines. We were going to depart from Vancouver, Canada on July 11, 2022, aboard the Norwegian Jewel. The Norwegian Cruise Line (NCL) had an air promotion where you pay airfare for one passenger, the second guest is free. When we booked on the above date we paid for the cruise, airfare, and some add on aboard ship as well as shore excursions. The total amount paid was $4,668.11 on Reservation #[protected]. At time of booking, they were informed we would be disembarking at Seward at the end of the cruise and would not need airfare to return as we our staying in Alaska for another week.

On April 12,2022 I received an email from Norwegian with information on the ‘Fly Free’ and ‘Travel with Guarantee Air Program.’ I called the Customer Service number, [protected], I spoke with a representative on the phone after being on hold off and on for over 1 ½ hours. My concern was that I had not received an airflight confirmation. I was told I would have that information within 48 hours. I went through numerous extended ‘on hold’ time and promise the information coming soon over and over again.

On May 25, 2022, I received an email stating they are experiencing issues and our flight information would be delayed and we should have the flight information days prior to embarkation date. At this time, I noticed on my cruise confirmation that it didn’t look like my wife had a flight departure city. I again contacted NCL by phone and was told I would get a confirmation within 48 hours of her flight along with mine. I waited 72 hours, I called NCL back and after being on hold off and on for nearly 2 hours, again they said I would receive the airline ticket information/confirmation within 48 hours. I called NCL three additional times and told every time I would receive the information/confirmation within 48 hours.

Finally, on June 17,2022 I received a flight confirmation for myself, Carroll Cacy, but not for my wife, Katherina Cacy. Again, I called, and after being on the phone for a total of 3 hours, I spoke with Annie and Stephanie (Supervisor), I was told it was their mistake and would have the airline ticket to us within 48-72 hours. Also, Annie had me email her at [protected]@ncl.com How could this be our mistake?

After waiting over 72 hours, I called on June 24th the NCL customer service number, and after of being on hold again, I was told the issue would be escalated per Karen, since the sail date is less than a month away. Again, was told we would get the airline ticket information/confirmation within 48 hours. We did not receive any information or any communication via email or phone after 48 hours.

On June 29th, my wife, Katherina Cacy called the NCL customer service number and spoke with Claudine. She was told that the issue was escalated and should receive resolution within 48 hours.

On July 6th, still have not received airline ticket, my wife called the NCL customer service at 11:00 AM left her cellphone number for call back. Received call back around 12:30 pm from Francis. I was put on hold by Francis to read all the notes on our issue. She stated that an email was sent to back office on June 23rd, then escalated on June 29th. Francis transferred Katherina to a supervisor, she was on hold 12:35 – 1:00 PM. Novada, Supervisor answered, then placed on hold again while Novada is waiting for air travel department. Novada stated our issue was escalated to Air’s Supervisor, and call back Friday, July 8th noon if I haven’t received Katherina’s ticket information.

On July 8th, I, Katherina called back and was on hold and disconnected several times. I spoke with Roselyn, transferred to Air Dept, was disconnected. Called back immediately, spoke with Dan, which he asked for my phone number in case we were disconnected. Which did happen, didn’t get a call back. I called and of course I’m on hold waiting for a representative, which at 4:59 pm Destiny answered. Disconnected again, called again spoke with Shelby at 5:03 pm. Shelby stated that the note on our reservation states an email was sent on July 6th stating that Air is going to credit Air cost to our credit card. Disconnected again! Call again at 5:39 pm, spoke with Megan explaining again the issue, placed on hold and again disconnected. Called back, on forever hold, spoke with Masos transferred to resolution desk, I spoke with Wantisha at 7:02 pm who transferred me to Air Dept. at 7:08 pm. I spoke Stephanie in the Air Department who saw the email stating Sonya email about us to be reimbursed by Stephanie put me on hold to get a hold of Sonya – Air Supervisor. Notes say reimbursement to us for $634.00 per Sonya and she sent the email stating just that, however, Stephanie couldn’t forward the email to us because it was an internal email. I was also told by Destiny, Shelby, Megan, and Masos that the email stated for us to get reimbursement for the cost of Air travel.

In reviewing, on July 8th, I spoke with 7 different NCL representatives and was disconnected four times. I was on the phone from 3:45 – 8:00 pm! Carroll booked and paid for my airfare on the same Alaskan flight that Norwegian had booked for me. The total came to $727.33 for one way trip, which was the last seat on the plane. We didn’t get to sit together. We are still waiting for our refund. Please send our refund immediately, there is no reason for this going over 45 days.

This has been such a bad experience for us, and the stress level was high. This never should of happen at all and why wasn’t the issue taken care of immediately? Where’s the customer service, accountability or integrity? I thought this was going to be easy and relaxing, I believed NCL was taking care of everything.

Sincerely,

Carroll and Katherina Cacy

[protected]@specturm.net

Desired outcome: Send reimbursement for $727.33 for Katherina's Alaska airline ticket from Orlando, FL to Vancouver, Canada.

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Linda Sunderbruch
, US
Jan 03, 2023 11:03 am EST

NCL needs to issue a full disclosure regarding their free airfare to enable customers to decide prior to payment if they are in agreement with their terms. Suggest that they disclose

A. We do not guarantee your air ticket bookings until 30 days prior to your cruise

B. We do not guarantee your party will be on the same flights

C. We do not guarantee your will be able to sit with your party without paying extra for seat choice

D. We do not guarantee that the flights we book on your behalf are acceptable to you

E. We do not guarantee if you are not satisfied with your flights you will either pay for your own or cancel your entire cruise at a 75%-100% monetary loss.

F. We do not guarantee any assistance in customer service regarding your flight selection

G. We do guarantee that you will be directed to their website wherein it states there are not changes once they have booked your flight

H. We do guarantee that the late booking of your flights will result in a higher out of pocket expense to make any personal choices.

I am a NCL gold tier member. I will never recommend NCL again and will continually advise people of the above experience I have had with NCL. I have no choice but to go on this cruise which I now have no desire whatsoever or lose my entire payment amount, This free air fare comes with no consideration to the customer's choice, comfort, travel arrangements, or timely manner in booking your flights.

I completely understand the financial impact that COVID had on businesses but it also impacted your customers as well. If NCL hopes to rebound from their financial problems they must realize that the answer is GOOD CUSTOMER SERVICE of which they have none at this point.

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Cindy howard
Brookfield, US
May 14, 2023 3:24 pm EDT

And I thought we were the only ones to have such a mixed up horrible experience! this is our first and definitely our last experience with this horrible unprofessional, I would go so far to say that in my opinion, unethical cruise line.

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12:28 pm EDT
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Norwegian Cruise Line Cruise

I need to contact you in relation to the issue with the cruise credits which we had on our account and which I discussed with NCL representative Eric on a number of occasions before we went on our holiday.

In March 2022 it was confirmed to me that we had £455.18 of cruise credits which were available for us to use. I rang and spoke to Sherilee as I wanted to use some of them to upgrade the wifi package against my husband to Unlimited and also purchase Social Media Packages for our two children.

Sherilee informed me that I could use the credits for the upgrade to wifi (using £36.23) but I was unable to use them to purchase the social media packages. However, she said that on boarding the ship I could speak to staff onboard and look to get these packages with the credits at that time as well as use them for other things such as excursions, going to the spa etc.

This left me with credits of £455.18 to use on the ship which I was quite happy with.

The confusing thing about what Sherilee had said was that I received an invoice which showed me not only did I have the upgraded wifi package but that I also had two social media packages so I assumed that I also had these.

When I went to Guest Relations on the ship on my first day (I stood in a really long queue in order to make sure that I spoke to someone on my first day as advised) I received a completely different answer. I was told by Rodel Morales that I did not have any credits or any social media packages and that he would look into and get back to me. Later that day I received a telephone call to my cabin from Marsha Lewis. She said that the social media packages were showing as unpaid, which I queried seeing as I had an invoice showing me they had been applied to my account and she also said that any credits had to be used before boarding. I explained to her about the conversations I had with Sherilee when I was told that they could be used on the ship for excursions and use of the spa. Marsha said she would investigate further and get back to me.

In the meantime, myself and my family found ourselves on the ship with a lot of confusion. All the children wanted to do was to access wifi and I had information showing that we should have it but then I was being told I didn't. This made our first day on the ship very stressful to the point where I was in tears.

On Day 3 (27th July) of our cruise I received a telephone call from Guest Relations at 6:45pm asking if my queries had been resolved. As I had not heard back from Marsha I answered that they had not been resolved as I had not received any further contact. They offered to transfer me to Marsha to get an update but I was then informed that she was unavailable and so they would ask her to get back to me.

It was not until late on Day 4 (28th July) when I received an answerphone message on my cabin telephone at 8:18pm from Marsha asking me to ring her back. As I was out having dinner at this time I rang back at 10:15am on 29th July (Day 5 of our 7 day trip) but was told that she was again unavailable. I asked if she could ring me back and leave a message regarding the position of my queries if I was not there.

No message was left on my answerphone so later that day I again went to Gust Relations and spoke to Carolina Soler. I had to once again explain my query and she took a copy of the invoice which I had which showed credits of £455.18 and said she would speak to Marsha about it.

In view of the fact that this was on Day 5 of our 7 day cruise and I had raised the query on Day 1 I informed Carolina that I now wanted a refund of the credits on my account as there was no time to use them. She made a note of this on my account.

At 12:16pm on Day 6 of the cruise (30th July) I received an answerphone message to my cabin stating that Guest Relations had no further update and could only refer me to Customer Services, hence my email to you.

As you may be aware, our cruise was originally booked to sail in 2020. We have stayed loyal to NCL over the last two years in keeping our booking and was looking forward to the trip as it was our first ever cruise.

I took what I was informed before we went at face value and was looking forward to using the credits on the boat and then was completely shut down by all the staff I spoke to once on the ship. The hassle and distress which has been caused has left me feeling utterly dejected and spoilt what should have been a wonderful holiday. Instead, I spent all of my time trying to sort out this but to no avail.

Had I been aware of the fact that the credits needed to be used before I boarded, I would have used them. There is no-one who would waste £400+ when they could have spent it.

All of the above is also in addition to other actions by NCL which had a negative impact on our holiday (and made us incur additional charges) including:

1. The trip was also initially scheduled to leave from Venice. We booked return flights from Venice only to be informed later (and much later than the decision had been made by NCL) that the ship was then leaving from Trieste - this resulted in us having to organise a taxi to and from Trieste at our cost and added 2 hours onto our travelling time at the start and end of our cruise. A complaint was logged months ago about this on behalf of our group by Sarah Monk and this still has not been addressed or responded to.

2. The original trip called at a different place each day – Agrostoli was then removed and Day 5 turned into a day at sea

As I received no help whilst on the ship I am now looking for your help in resolving this matter and for a refund of the credits of £418.95 to the credit card which was used to pay for the holiday, plus reimbursement of the additional costs incurred in the transfers from and to Venice and Triests (I can provide email confirmation of these bookings), plus compensation for the way in which everything has been mis-handled and for the removal of the visit to Agrostoli. In view of the above I think this is only fair and it will go some small way in restoring my faith in NCL.

I lodged this complaint with NCL on 4th August and was informed that I would receive a reply within 30 days. I have not had a reply and so I tried to get a telephone number of email address of someone I could speak to in Guest Relations, only to be told they do not have a telephone or email address and that the only option was for me to complete another form. This is unacceptable as these forms are just ignored and are not responded to.

Desired outcome: I want reimbursement of the cruise credits and costs incurred in the transfer to and from Trieste. Plus compensation for the distress and for the removal of the stop at Agrostoli.

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10:23 am EDT

Norwegian Cruise Line Refuse to return deposit. Forced to use as credit after NCL canceled original cruise.

Originally booked a cruise and put a deposit down of $300. NCL canceled the cruise and converted our deposit into a Cruise First Certificate. Now they won't honour the $300 credit saying it can't be converted from Canadian to US dollars. So Norwegian essentially stole $300 from us.

This certificate should be allowed to be used towards our current booking.

I have been on hold for countless hours and hung up on multiple times. This is the worst experience with customer service from any company.

Desired outcome: Use the $300 towards current cruise.

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Country Cruise and Travel
Slidell, US
Oct 22, 2022 8:51 pm EDT

Yep, they are horrible!

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K
2:45 pm EDT

Norwegian Cruise Line My cruise on June 1, 2022

An employee did not load my luggage on the ship, was without my luggage for four days, had no clothes to wear they gave me a robe to wear and said we will wash your clothes you are wearing and will get them back to you asap, did not get my clothes till two days later missed all my sightseeing, did not have my meds were in the luggage, landed up in their emergency clinic and next day gave me a $2100 bill for two hours I was in there, charged my credit card was stuck with the bill, only thing I am asking for is a refund, it has been two months and nothing. I want my money it should have been a free cruise the way I was treated. DID NOT ENJOY THIS VACATION AT ALL!

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10:48 am EDT

Norwegian Cruise Line Unauthorised card payment

Hi ther , your comps took the bill payment twice out of my account, left me with no money for rest of holiday once off the cruise ship,Norwegian escape. I was stranded and had no money to continue my journey. I want to claim all monies back plus cancel future cruise and be compensated by your companies error as this has caused emotional and financial distress to myself and my family.

Desired outcome: Refund and compensation for the damage caused

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