Norwegian Cruise Line review: Customer service and reconciling the issue.

I am writing to you because we have just had the worst experience with the customer service we received for our upcoming cruise on June 24 to Alaska. We (2 couples) are celebrating our 45 anniversary of graduating from the same high school and decided to take a once in a lifetime trip to Alaska on Norwegian. We looked on your website and found just what we were looking for! We booked under the Free at Sea promotion (Free: 2nd Airfare, Free 150 minutes of Wifi, 1 Free Upgraded dining, and $50 credit per shore excursion). We were ecstatic and thought this a very good deal. We booked on 11/15/22 so we did not miss out on this great deal. Both couples booked with the same travel agent and same Norwegian consultant. (We were on the phone conference call together.) We paid our second payment before 2/24/23 and promptly received confirmation of our cruise. The total paid was $7,238.52.

The confirmation looked fine except on the 3rd or 4th page it had only 1 transfer instead of 2. We would have called then but did not realize this was a mistake. We did not get our flights when I thought we should so I called in and Daphne assured me that all was well that we would receive these 30-60 days before. Sixty days before the cruise one of our group got a flight confirmation to Anchorage instead of Fairbanks (where our tour was to start). We were told at that time that our reservations were not linked together. (WHAT?) We also found out at that time that one in our group did not get a flight at all! After numerous calls from the travel agent and our friends we were told the reservations were still not linked and both of them did not get airfare. The reasoning from customer service was because we didn't let them know in time. Sixty days out did not seem an unreasonable time to get this fixed. But now we are less than a week out and they had to pay an extra $725 to get a flight and transfer. We are beyond disappointed. We all now have flights but they are not even on the same airline!

We were so looking forward to spending this time together and now have had a stress filled two months just trying to get everything straightened out. And now we don't even get to fly there and back together. I think it would be nice if we could receive some sort of upgrade to compensate (perhaps a balcony room and a premium plus beverage package) for the unfortunate experience we have had. This is our 7th cruise. I look forward to your response.

Thank you for your time,