Norwegian Cruise Line review: Denied boarding after agent's visa error

Subject: Urgent Complaint - Reservation Number [protected]

I am writing to express my deep disappointment and concern regarding my recent experience with Norwegian Cruise Line. On October 29, 2022, I booked a 7-day Alaska round-trip cruise aboard the Norwegian Encore for August 13 to August 20, 2023. I made this reservation directly through an NCL agent and completed my final payment by April 15, 2023, with a total cost of US$5,653.72. To cover the expenses, I secured a loan of TT$84,000/US$12,350, which I am currently repaying.

During the booking process, I sought clarification on the required visa documentation. The NCL agent, Ms. Amy Jerez, assured me that only an American Visa was necessary for my family, who are citizens of Trinidad and Tobago. This information led us to make comprehensive travel arrangements, including flights from Trinidad and Tobago to Seattle, where the cruise was set to depart on August 13, 2023. However, upon our arrival in Seattle, we were informed that Canadian Visas were mandatory for boarding, contrary to the information provided by Ms. Jerez.

Despite our pleas and willingness to undergo quarantine in Victoria, our requests were denied, leaving us stranded in a foreign city. We experienced emotional distress, and our luggage took over six and a half hours to be returned to us, with no assistance offered.

Our attempts to communicate with Norwegian Cruise Line since August have yielded generic responses that lack understanding or compassion for our situation. We remain hopeful for a compassionate resolution.

Incurred Costs (in US dollars):

• Total paid to NCL: $5,653.72

• Airfare: $5,147.32

• Hotel Accommodation in Seattle: $327.64

• Uber charges to the Port: $86.00

We kindly request empathy, fairness, and compassion to address this situation and restore our trust in Norwegian Cruise Line. We sincerely hope for a positive resolution.