Norwegian Cruise Line

I booked a cruise for 8 people in October 2022 for a cruise in January 2023.

two of my guests were flying in from the UK. After being the nicest most pleasant company when they were taking my money they turned into the most awful disgusting company when we ran into a problem.

We found out after making the booking that UK residents would need to be vaccinated to enter the USA. This was something we overlooked as we thought all restrictions had been lifted and we took responsibility fro this as we should have done more homework, but we were so exited about seeing each other after this horrendous two years that we just went ahead and booked the cruise.

After realizing that they would not be able to enter the country we called NCL to explain what had happened my friend was in tears in the UK and of course I was the one that booked it, I felt terrible.

I was hoping to resolve this and make something that was awful for my friends into a positive for the future.

I asked for a cruise credit for a future cruise that I could enjoy with my friends when the restriction was lifted NO

I asked if we could switch the names and take friends from the US so we wouldn't loose the money NO..

All they wanted to do was take the cancelation Fee.

To top it all of the price of the cruise went down on Cyber Monday with a difference of $500 but they would not take that into consideration when it came to canceling the cruise they took a % of the original cost which was about $2000 of a $3300 cruise.

Everyone I spoke to was cold. They must have been trained to stick to the rules and thats it.

I will never EVER book another cruise with this company and the worse thing is I have to spend 7 days on this ship in January and so do my other guest knowing how this situation was handled.

Im sure they will re book the room and hope they enjoy the $2000 they took from me.

Im sure there was a better way to resolve this.

As a side note I was dealing with a cruise consultant Ryan Rodriguez.

He refused to return my calls when this problem arose.

He returned my calls in 5 to 10 min when he wanted my money and his commission.

I can quite honestly say in all my years I have never been treated like this by any company that was offering a FUN as their business model.

We bought transportation from MCO to Port Orlando thru NCL after waiting for almost two hours for the bus to arrive the bus then dropped us off in the middle of a long line which we had to make our way to the end of. The driver had offloaded our bags and asked all us passengers for tips and as we were wrangling our luggage to the end of a huge line, it was a friendly passenger that pointed across the street to the baggage handlers where our luggage could eventually be loaded on the ship. I have never had such a ridiculous situation on any other transportation on any other cruise line before. Not even Carnival does things this ratched. Evidently, the guy either was incompetent or just wanted a tip and figured he wouldn’t get one if he took us to the correct place. On the way back to the airport, no driver made mention of a tip so it was clearly just this driver. BTW, embarkation day - 11/19/2022 in Port Orlando for the Escape was horrible in every way!

Our cruise on NCL Pearl leaving 11/29/22 booking # [protected] 's price appears to of gone down from what we paid earlier in the year.

My travel agent contacted you all and was told that NCL does not make price adjustments 15 days and less when the price goes down. I find this to be very unfair and poor business to try and keep customers loyal. After all how often to people check to see if their price has changed? I was only looking to see if there were upgrades available and noticed the price went down.

Cruise ref [protected]. We had an excellent cruise over 7 days. We booked a tour of Beverly Hills and beaches when we left the ship. All was well to start then the coach developed a fault which lead us to being stood on the hard shoulder of a freeway for 45 mins with cars flashing past at high speed on either side. This then cut short the time we had at 1 beach(not beaches) before we had to rush to the airport for someone's early flight. This spoiled what could have been an excellent end to the holiday.

Re Norwegian Star

Embarkment: Copenhagen Denmark Sept 26,2022

I believe we are Silver NCL level

The travel experience was horrific.

We were 28 hrs to our destination/Denmark.

At Toronto airport we were required to take the Go Train 6 times from one terminal to another.

West Jet and KLM were unable to decide who needed to fix our itinerary and reschedule flights. Therefore we were directed back and forth between the two airline. Twice with all luggage. We needed to obtain our luggage that was checked in from KLM luggage hold ourselves.

We had at least 4 boarding passes each that we could not use and needed rescheduling. Very hesitant in booking future NCL Cruises. Spouse has health issues. This experience was very stressful physically and emotionally!

I booked a family cruise needing 4 rooms. NCL allowed me to make all the reservations and make the initial downpayment for all the rooms over the phone. When i went to make the final payment I'm told that I'm not allowed to make the payment and that one of my adult children from each room must now call to make the final payment, but they would be allowed to use my credit card. There are so many issues with this process and it needs to be addressed. First, what if this was a suprise cruise for all my children? (It was, but i have several in the military so they had to be informed in advance). Second, if my kids can call in and use my credit card what is in place to prevent fraud? They are not authorized users of my card and noone on the other end seemed to care they were not listed on the card used.

My cousin booked a family cruise on the Norwegian Star from Buenas Aries Argentina December 18th, 2022 to Santiago Chile through January 1st. He failed to book a balcony room for my wife and myself. As soon as I found out that it was not a balcony room, I knew that my wife would not go due to her condition. She needed a balcony room. I immediately called Norwegian to ask for a balcony room and I was told that there were no balcony rooms available. This was not true and to this Date there are a dozen balcony rooms available. When Norwegian finally admitted that there were balcony rooms available after numerous inquiries, they wanted thousands of dollars more for the cruise than what originally could have been purchased. We find this business practice disturbing and dishonest.

In the early morning hours of October 23, 2022, my husband experienced extreme pain in his abdomen and was rushed to the ship’s hospital for treatment. While I am completely aware that when medical services are given, a payment will need to be collected, I just didn’t expect that bill to be over $2800.00. This was a complete and total shock to us, as this is like buying another cruise.

We inquired how much it would be, but they couldn’t give us an answer that night/A.M. they said a bill would be delivered to our room, it was not delivered until day 3 of our 7 day cruise. This caused a great issue with our account as it was shut down without our knowledge. We weren’t aware of this until day 3 when we tried to purchase a five dollar charm for my Mom and were turned away as declined. I’m sure you can understand how horrible this was to be made to feel like this in front of family and not understand what was going on, we finally received a letter on Day 3 telling us we were shut out of (Pre-Paid) food and beverages. It was so embarrassing for us and Guest Services was beyond understanding. They said “pay your bill and we will turn it back on”. No sympathy for this exorbitant amount of money, that we were in the process of getting the money.

We ended up having to take a loan out against our home to be able to pay for this bill.

Once we paid the bill, we continued to receive letters to our room telling us we can’t use our account. It was exhausting visiting Guest Services. I spoke to the Supervisor, and he offered nothing to make the terrible treatment right, nothing to credit to my account, I was truly floored by the treatment. When I visited the last time to Guest Services, I explained, I didn’t ask for anything, but their repeated harassment of letters to my room, was so upsetting, I went to the desk to ask now for something, they offered chocolate covered strawberries, which I declined! As if that would make up for the treatment we received, it was awful and we weren’t the only passengers receiving this treatment, which was sad.

I’m writing to you to make you aware of these practices, I completely understand the point of paying bills, we paid it, with our bank coming through for us, unfortunately it really ruined our vacation, the stress it caused having to go to guest services daily and worried about getting your company the money was a nightmare!

I hope that this letter allows you to look into the way passengers are being treated by guest services, they do not care about making it right for someone, there should be someone specifically assigned to the passenger with medical bills, there should be someone following up with that passenger to see how they are and walk them through filling out the travel insurance claim, not shut down their account!

I would like a response from your company to tell me what they can do to make this right, I would really like to see a medical claim person assigned to help people through the process, not harass them for an outrageous payment.

My wife and I were all set to fly to LAX where we would board the Bliss for a cruise to the Mexican Riviera. We flew from Detroit to Chicago. on Oct. 25th. Once we landed, we were told they would delay our flight to Los Angeles due to a mechanical issue. In order to board the Bliss, we had to be at the Pier by 1:00. The agents scurried to rebook many passengers. They tried putting us on standby... for a flight that was overbooked. I called Norwegian, and the agent said "Try to get here. I will make a note of your delay." We had no choice but to fly home the next day.

I purchased travel insurance. I hoped they would reimburse us for the $2300 we paid for the cruise.

I filled out claims forms. I attached every document I had to support our claim. A couple of days later, I received a letter of determination from the travel insurance company. They DENIED our claim. Nothing in the policy covered mechanical issues on the aircraft!

We have been loyal NCL cruisers. Now I realize they don't care how loyal we are, they aren't loyal to their clients. This is the second time they have refused us reimbursement for a cruise we didn't take.

NCL arranged for our airline transportation. Had I arranged it myself I would have taken a straight-through flight, not one with a stop. We have two cruises scheduled for 2023, We will cancel both. WE WILL NOT TRAVEL WITH NCL AGAIN.

On 11/7/22 at 3:43, I spoke with resolutions agent, Rachel. She was by far the rudest most unprofessional agent that I have spoken to in any capacity for any organization. I have never sent in a formal complaint regarding any person or organization - so please do not think this is a regular occurrence for me.

Although our conversation was brief, she did upset me so much by accusing me of deleting an email, that I began to raise my voice. I apologize. I ended the conversation to avoid any further conflict.

Assuming the conversation is recorded, I would like your organization to listen to the conversation and let me know how I could have handled things better.

Thank you. Mary Kraemer

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.

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.

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.

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.

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?

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

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.

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!

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

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].