Norwegian Cruise Line
Reviews and Complaints

Dear Audience,

Beware doing any business with Norwegian Cruise line and I mean business. Pre, during and post there were many miscommunications with different representative saying or omitting different important piece of information that added cost to the trip.

I note I was really looking forward to cruising with this company and a personal friend and I booked a shared room with twin beds for a Caribbean Cruise. We shared the same reservation and paid proportionately our individual shares on our individual credit cards.

Here is a summary of issues:

Issue One: Price resets and miscommunications

We booked a cruise believing it was the 'best price' by reserving in February for a December cruise per the copy in the ads and what the customer service reps said on the phone lines. In fact the price lowered in advertising after our payments were made. Many items in the advertised price were not covered so it was not a 'complete' price and the end to end cost was double the advertised cost. I would have preferred an up front cost.

Issue two: Excursions were inaccurately described and charged higher than an on the ground operator for similar. One example was a 'discover St. Maartin's tour' of four hours. It was an hour of waiting for the bus and early drop back to th e ship so three tour hours. Of the time 'on tour' one and a half hours went to a shopping area outside of port shopping that was closed. It was a waste of time and money with little insight into the island life on St. Maartin.

Big Issue three: Prior to the tour I called in to check on everything 'just because' and learned the company was awarding a six hundred dollar credit on the cruise price, but still not a complete match to the advertised price of Feb. and following fall. I requested and was verbally told it could and would be split in half as it was against the cruise cost and as my friend and I each paid a bit over $4,000 each on our individual credit cards. I was told the credit back would appear in 7-10 days from that call. After 10 days and no credit on my credit ard I called in and was told by the customer service representative it would be another 7-10 business days. I said that is not what I was told weeks ago. Please escalate this. She did.

A new representative came online from the 'resolutions desk' who told me three different credits of varying amounts adding up to the $600 credit were returned to two credit cards belonging to my traveling companion/friend. The company at this point refused to return the portion due me on my payment of $300.00 on my credit card claiming my friend was the lead reservation yet they took over $4000 in payments on my card. We spoke in circles to one another at this point and the respresentative told me there was no further way to escalate the issue. It was her final authority and she said no to returning properly the $300 due to me.

So in closing, here is the bottom line I was shorted $300 credit and all the representative for Norwegian Cruise Line would say is "I am sorry and nothing more will be done."

They may have over credited my travel companion/friend and will do nothing to inform her or work with her credit card to resolve their error.

They can take your money but not return it properly nor explain it properly. It is a matter of policy that stinks as this was in my view a simple matter to resolve.

It took me two hours to get to this point. Honestly Amazon debits and credits your account with ease why cannot this company?

I asked the person assigned to my call at the 'resolutions desk' what would she do if she paid over $4000 for a trip was due $300 credit and all the company could say was we gave your share to someone else - sorry!"

Really now? Would you trust them in the future?

I am writing this complaint as the resolutions desk representative made it clear there was no further escalation so that Norwegian can re-review it's accounting and acceptance of payments and credits on a shared reservation and to alert fellow travelers alike. I don't appreciate what it took me to earn $300 being allocated without my consent incorrectly by this company and not being willing to fix it.

My husband and I were taking the shuttle bus from the port from where the Norwegian Jade Ship docked on May 15th, 2024 to the airport in Orlando. My husband was asked by the person loading the buss if the wheelchair was our own and he said yes. It was with our luggage and was to be put on the buss with our luggage. My husband stood watching the person loading the buss to make sure that my wheelchair was put with our luggage. The person loading the luggage told my husband to get on the buss. My husband stood and watched the loading the luggage. The person loading the luggage yelled at my husband to get on the buss and so he did. When we arrived at the airport my wheelchair was not on the buss. The driver told my husband to fo and check the next buss that came from the port to see if my wheelchair was on the buss and it was not. The buss driver never contacted the transportation company to tell them that my chair had not made it on the the buss, nor did he give us a number to contact the transportation company. After 15 weeks and many long distant phone calls my wheelchair has still not been found. It was a special travel wheelchair with the big wheels on it could be taken off for easier transporting. It also had a Red Leather tag with my name and address and phone number on it as well as a Delta Airline tag on it that we were going to take off when we got to the airport and checked in. There are not many wheelchairs like mine. I spoke with someone from Lost and Found today and they told me to contact Norwegian Cruise lines again. This is totally ridiculous. My wheelchair should have been found by now..

As someone who has sailed with Norwegian Cruise Line for years, I must say that my recent experience aboard the NCL Epic was extremely disappointing. The cruise was marred by engine issues that led to the cancellation of a port stop in Gibraltar, with NCL refusing to refund the collected port charges. The room was cramped, the food consistently overcooked, except for Le Bistro, and the service varied. While the service was excellent in some areas, the overall experience fell short. It's sad to see a lack of corporate ethics in NCL's policies, such as keeping funds for services not rendered. This experience has led me to reconsider my loyalty to NCL and seek alternative cruise options.

First of all, let me be clear here, I do understand that Norwegian has no control over the weather, and the time of year has a lot to do with it that, nonetheless, this was not our first cruise, or our second for that matter… it was however our first time cruising with Norwegian, and will definitely be our last.

We had 23 in our group; fourteen of which were family members, adults and grandchildren (eighteen months to fifteen), as our son was getting married in St.Thomas.

That said, here’s the list of the things that made our family vacation disappointing;

** The entire cruise was spent navigating the rock of the ship:

I do understand that the larger ships are more susceptible to this, being larger and taller etc. but I have never been on an entire cruise that was so bad.

** The elevators were so incredibly slow:

By the time one came, if it wasn't already so overcrowded because everyone had to wait SO long at the elevator lobbies for them, and it was not uncommon that at east 3-4 elevators would stop on our floor, and we would have to pass on because they were already busting at the seams.

We honestly, (of course I did not chat with everyone on the ship) did not chat with anyone, when the elevators or sway of the ship came up, that wasn’t disappointed in the rocking or the elevator wait.

** Our dinner reservations we’re screwed up:

After being pre-made for 5:30 every night in the main dining room, for the fourteen of us, every night, there was an issue every night…and here’s the kicker, it was the same gentleman navigating the reservations, and the flow into the main dining room.

Now, I understand that there were four thousand + people on the ship, and it would be silly to expect that they would remember us, but…we were mostly fourteen, at the same time, with kids and two strollers…every time.

What are the odds that the reservations could be screwed up EVERY night?

Would you consider that be coincidence, lack of professionalism or just plain “too bad, too sad?”

We only had one specialty dining resturant that wasn't, really, only one!

** The water slides were shut down half of the cruise, and the rope course was literally open for about thirty minutes, one day (we know this because we always congregated in the area tucked in under part of the water slide, by the back entrance of the kids pool) and then closed because there was “ash” spewing from the exhaust stacks on the course and a portion of the deck.

** We were reprimanded by a deck employee because we brought a collapsing bucket for the not one, mind you, but two of my eighteen month old grandsons to play in.

The reason: because we were getting water on the floor in the “pool area”! REALLY!

** We were unable to port in Pourta Plata:

Now, I do understand if the weather makes it unsafe to port, and in all fairness, we were reimbursed $20 per person for our dock fees but, I feel, since the alternative was staying on the ship, the ship that was in the weather that made it to rough to port, the ship that because of which rocked even more than normal, we should have been compensated accordingly, either in on board credit or more time in another port, not just our dock fees.

Again to be fair, we were given a bit more time in St. Thomas, but it was on the front end of our port there, in the early morning.

** Also, explain to me why we docked at Tortola at 6:00am?

There was NOTHING for us; meaning us that did not schedule excursions, to do at 6:00am?

Most of the shops were not open at 6:00am, and it was too chilly to go directly to a beach, especially with my younger grandchildren!

Then…when we came back to the ship at 2:00pm, we’re all standing on the dock in a virtual windy “DOWNPOUR.”

Also, when they did start letting people back on the ship, it was a few at a time, and so slow that we were ALL literally drenched!

Personally, as irritating as it was for me, I was worried more about my grand children, especially the babies.

** The food in the “garden café” was for the most part, the same for breakfast and lunch, which was okay, and expected (which is sometimes nice) but it was never hotter than a bit above warm. How is that possible…every day?

** We were disappointed in the availability of places to shop:

There were only a few stores and though it doesn’t have to be an entire deck like the other cruise ships we’ve been on, I wonder what the comments would’ve been had the Casino’s area been the same square footage as the retail area.

** And then there was the smoking area…

Personally, I am the worlds most paranoid smoker; never inside, not directly around people, never in my vehicles etc…only outside.

That said, walking to the seventeenth floor, at the back of the ship was more of a nuisance than anything else, but okay, not my sandbox, not my sand.

That said, It would have been nice to have a smoking area mid ship, like the smoking…the inside smoking area, you have for cigar smokers.

** We purchased the “Starbucks” drink package:

When I went there on the Sunday, (the second day) I discovered that they did not have a regular menu selection like the regular stores have, which okay, I get it…but had I known that, I would not have PAID for that drink package. It was a treat for my birthday…I could have saved the money and just gotten coffee at the buffet.

** Customer service:

Our entire cruise was booked through my daughter who is a seasoned, and very good travel agent.

She herself had to go to the concierge seven times to correct problems for her family of seven, and though your representatives, at face value, corrected the problems, she ultimately just said “[censored]-it” as she was tired of trying to get the problems repeatedly corrected.

We, as many do, researched Norwegian, and the Escape, through social media, cruise blogs and word of mouth. Over all, there were good and bad comments, via person preferences, so though we were cautious in booking with Norwegian, we did mostly because we as a family are pretty good at going with the flow.

We all understand there are glitches and unforeseen things that happen when your dealing with this amount of people, in a confined area, but that only goes so far.

All that said, we were SO disappointed in the entire week!

My friends and I recently did a Norwegian Cruise from Doha, Qatar, to Port Louis, Mauritius. A month before we boarded, we were told under no circumstances would we be allowed on board if we did not have visas for Tanzania, even though none of us had any interest in getting off the ship there. However, Tanzania does not issue visas well in advance of one's arrival in that country. A few days before the ship's departure, Norwegian reversed its course and said we could board the ship w/o visas. When we boarded the ship, the rooms were not yet cleaned and would not be cleaned for hours after our arrival. Several of the shore excursions left us waiting in the ship's theater for hours before the excursions actually took place. Worst of all, there was literally no plan for the disembarcation of the ship in Port Louis. Myself and a few hundred other people were actually trapped for more than two hours in the stairwell between floors six and four on the ship, the fourth floor being the ramp for disembarcation. Even when this horrific jam was created, the cruise director kept calling for more and more groups to disembark, creating even further havoc in the stairwell and at the elevators as people leaving the elevators on the fourth floor only added to the crush of people already stranded there. At one point, the air on the fifth floor became so hot and dense that people feared fainting. Finally, we located a crew member who opened a door for us so a breeze could circulate. Otherwise, the crew left us stranded there in the stairwell with no announcement made regarding what had gone so seriously wrong. I took a video of the disaster. Please view and be horrified. While much of the crew in the cafeteria and the cleaning staff were pleasant, the people in charge of Shore Excursions and Guest Services were beyond rude.

I made n order # [protected] for a cruise sailing 1 Nov 2023 with the ship Prima

My flight was cancelled - The war in Israel, NCL confirmed the rsturn of my money. They promised - in 10 buisness days. I did not received my money, I phoned 3 times, it did not help. I need the money, I am un the army I am not working now. Please return my money, and a compensation, it could be for my next cruise, I have a gold lstitude

I am booked on an ncl cruise in august of 2024, and there are either no shore excursions available yet, or they are already sold out. So, if there are no shore excursions possible, why go on the trip at all? You have lost me as an ncl customer, and I won't travel with your company again, considering how unprofessional you are! I am a latitudes customer and will be done with ncl entirely, after this!

We are in Mauritius at the moment as we were due to join Norwegian Dawn cruising to Cape Town on 25th Feb. The ship is quarantined off the Island as Mauritian Government will not let them dock due to health problems. We have heard nothing from NCL no email's no information at all. We don’t know what is happening and feel that the Company are only interested in keeping things quiet to stop any bad publicity. The port side yesterday was chaos. We should have been informed and what happens now if the cruise is cut short by 4 days. Are we given options? We need to know.

The revised itinerary that omitted Mozambique was not what we had booked. Boarding in Mauritius was absolute chaos. Checking in took up to three hours in intense heat, pushing our own luggage Reunion. the town was totally closed on Sunday. We were not informed. Madagascar. the first port missed so at sea for two days. no explanation was given. Nosy Be. Some people missed excursions as we were late on arrival. We went ashore briefly. Two more days at sea. Four and a half hours to clear South African Customs before we got ashore in a coal yard in Richards Bay. No shuttle for 55 minutes. A nightmare as we were covered in coal dust. Port Elizabeth was lovely/ Mossel Bay was ok for those on excursions. Cape Town we love. Sadly, the chaos getting off in Cape Town meant that we missed our prepaid transport and lost most of the rest of our day. We have travelled on this ship twice before. We love the ship and the people in the restaurants, bars and other areas were lovely.

Hello ,

I called the customer service line four times before I could resolve why I called in the first place. First agent I started the call with my name she got it wrong I happily corrected and she said anyway as if she didn’t care. I hung up. Second called got another agent and he decided after I explained why I was so upset about the last call he interrupted and I asked if I could finish speaking he said no and asked what did I want. I then called a third time it started out sour but after I explained I actually could talk. I have a cruise on March 10, originally I wanted to asked about upgrading to a club suite . But after all the rudeness I just inquired about my food allergies and got off the phone . I was so upset from the first two calls I decided to call back and ask to speak to a supervisor. She was pleasant and understood my grievance. She said she would go back to calls and offer some kind of training to the two who were the most rude. I’m glad for that but what about me the customer? I’m really thinking about canceling the cruise on March 10 because I know I purchased the insurance. I’m in customer service in front of people and I would never make someone feel unworthy in any way. This is un unexceptable to be treated this way. I have paid for all my extra things for this cruise and I can happily cancel if I’m going to be treated this way.If this what I have to look forward to on the boat, then I’m no longer excited.

Thanks for your attention to this matter

Respectfully

LisaDiane Patterson

You are only able to cancel flights prior to paying your cruise in full. This is before they give you your flight information. My son has severe sleep apnea and cannot sleep without his CPAP at risk or stroke or death. I was booked on an 11:59 am flight. He was booked on a flight leaving at midnight which means he will most likely have to sleep. We have tried multiple times to get the flight changed to earlier so we don’t have to worry about him falling asleep and dying. This company could care less. Pretty much said we don’t care if you have a medical condition and could die. We have a group of 20 plus going. We are spending over $30k and they have no consideration for their customers. We normally book on Royal Caribbean. This taught us a lesson to jot book with Norwegian again.

My grandaughter took a NCL cruise 12/16/23 to 12/2323 to Hawaii. Ship was pride of America. We had cabin 4081. My grandaughter had bites all over her every morning. On 12/19/2023 we took everything off our beds looking for bugs. She pulled open the velcro on the head board and there was a ton of bedbugs! They were crawling all over. We got guest services to come to our room. We were sent to the infirmary and my granddaughter was given some cream for the bites and we were moved to a different room. We had 4 days left on our cruise and we wanted to go home. Our cruise experience was ruined by bedbugs, We felt dirty and violated, We went home praying the bedbugs didn't come home with us. Filed a complaint #[protected]. All we got was a 300.00 off on a future cruise! Are you kidding me! For all the stress and unhappiness we went through this 300.00 is a slap in the face. I would like a full refund of our cruise,... the cost was $5504.08. I will never recommend NCL nor will I ever take another with NCL, I expect a response from the Vice President of NCL soon.

Our family has booked a Hawaii cruise on February 24, 2024. We were under the understanding that a passport was needed as we read your information on the website. When we spoke with your customer service personal we were told they were unable to tell us what we needed and should read the website. We did, many times. Why doesn’t your worldwide company have any individual who is capable of writing a definitive yes or no? Is this clear enough for you? Your instructions aren’t clear AT ALL!

I’m so angry, and disappointed, frustrated,…..

I filed a complaint 12-11-2023 concerning our extraordinary medical bills which totaled more than our cruise cost. I received a nonsensical response which said 'nothing'. Our services were rendered November 24, 2023 for four hours as my wife and I had the flu. The costs were over $8,500.00 and charged to our card. We were not aware of these costs until we received an email after debarkation. We barely could get home as it max'd out our credit card. The costs are unacceptable and we will go to every length to let people know that Norwegian is guilty of elder abuse in this situation. As a retire journalist, I plan to write a complete picture of the absurd medical cost that older travellers cannot afford.

Since I received such a pitiful response, I have no choice but to contact every regulatory agency, travel magazine and agencies; DO NOT TRAVEL with NORWEGIAN.

December 15 through the 22nd was the worst Christmas ever the newly built Norwegian ship prima was sailing to the Caribbean and I have to say it was the worst cruise ever. I would not be the first to tell you this as every passenger there had the same conversations about how horrible the food was how horrible the ship was the spa was low class the dining was horrific, everything about the cruise was horrible. They change the itinerary but didn’t tell many passengers who missed their excursions and were charged $50 because Norweign personnel didn’t distribute the tickets that were needed for that excursion to the passengers, who didn’t even know the itinerary had changed, they also didn’t distribute updated itineraries to the passengers. The sailing was horrible. I swear whoever was driving the boat was drunk I say that jokingly, and mean it.! The pool was drained for 2 1/2 days. The spa pool was drained for two days we were charged enormous daily fees that were supposed to be paid for when our cruise was paid in full to us departing from Galveston Here’s the best part of all after repeatedly reporting the smell in our cabin, which was continuously ignored by ship staff , my boyfriend spent the entire trip feeling horrible from a massive migraine from the smell and not being able to take part in the spa amenities due to the fact they were not working, made for a miserable time. And since itinerary changed, our first stop, became our last stop and during our last stop, we had the privilege of sharing the port with their cruise ships at the same time.! I can’t even tell you what a nightmare, trying to get off the boat and see anything was! I have to say don’t ever cruise Norwegian. It was the worst Experience! ever

Good Day, my name is Derrick Baker Latitudes# [protected] an myself and my wife were on the Getaway for the December 21, 2023- January 2, 2024 sailing. I have been on many cruises with Norwegian and this by far was the worse cruise of them all. First off I became sick on day 2 and was unable to properly digest anything for several days even after purchasing and taking both Pepto Bismol as well as Ducolax. I was finally able to use move my bowels on day 10 of the cruise. I would not be so sure that the ship was the cause if not for the fact that I met several couples whom all had the same complaint and several professed that this would be their last time sailing with Norwegian. On top of this the entertainment was very subpar and the entertainment team bordered on embarassing. The Cruise director was not present at all for a 3 to 4 day stretch and some of the so called entertainment team were terrible dancers and not very energetic. We had the same 2 comedians for the entire 12 day cruise and they were just fair. There was noone taking control as the teens on the ship were running amuck, on at least 2 occasions the Bliss Nightclub which was supposed to be 18+ had to stop playing music for at least half an hour because the underaged teens were in there drunk and disorderly. At no point did I observe any staffing try to correct or control the teens behavior. Also I feel that it is ridiculous that since CoVid the gratuities have while the services have decreased. Seemingly the housekeeping staff have been greatly decreased and they rooms are only attended to once a day when it used to be 3 times. If we are required to pay more for the services then the services need to be returned to normal. We really enjoy our cruises with Norwegian but if this continues to be the norm then we will definitely have to cruise elsewhere in the future.

To NCL Corporate,

I am a Haven guest for the second time. However, this next trip will most likely be my last.Your flight travel office needs to revise its standards.

My comment is would any of you accept paying $12,000 for a cruise and then have to sit in a airport for 11 hours to get on a plane to come home.

NONE OF YOU WOULD!

But that is what NCL does to its customers like me.

The time from deboarding to arrival at home is 17 hours. Absolutely unacceptable for anyone not alone a Haven customer. Quicker to drive from New Orleans to Pennsylvania

My suggestion is when your employees see a situation like this that they pick up the darn phone and call the customer

so they have a chance to make changes. Not after the reservations are set and expensive for the customer to change.

No one should ever have to accept this torture. Reservation [protected]

Scott W, Grob

Expressing Disappointment and Seeking Resolution for Itinerary Change

I am writing to express my deep disappointment regarding the recent itinerary change for the upcoming cruise. My decision to choose this cruise was primarily influenced by the prospect of visiting a different port each day. And I have particular interest in exploring Tortola

I trust that you understand the significance of the chosen ports and their contribution to the overall experience.

I kindly request that my concerns be noted, and I am hopeful that the cruise line will consider providing an appropriate compensation to address the impact of this unexpected change.

Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.

I got bumped from the flight that NCL sold to me making me not able to meet up with the ship for 3 1/2 days.

Again, missed the first 3 1/2 day.

NCL will not refund me the regular gratuities, the upgraded beverage package gratuities, the per day WIFI charges and the full per day cost of the upgraded beverage package.

I WAS NOT ON THE SHIP TO RECIEVE THESE SERVICES, yet they still charged me.

I did not ask for refund of the cruise charge.

This was NOT my fault that NCL put me on an overbooked flight.

On September 2, 2023, we were on our way to Lisbon, with a stop in Amsterdam to start our NCL cruise on the Getaway ship, leaving on September 6, 2023. I booked directly with a NCL personal Cruise Consultant. A balcony stateroom for 3, including air and transfers. We arrived in Amsterdam at 6:20 on Sept. 3rd. and our connecting flight KL1693 scheduled at 8:55, was cancelled. Went to T2 to be booked in another flight. By around 11 a.m. my husband and sister-in-law were booked on a flight Frankfurt/Lisbon, while I was left in Amsterdam because they assured me that we were under separate reservation and there were no more seats on those flights. They booked me on TAP 673 leaving at 13:30. At the gate they told me that the flight was overbooked, and my name was not on the passenger list. Went back to T2 waited for a while and was booked on TAP 675 boarding 16:30. I was denied boarding once again. I was tired, in pain, hungry and alone. They told me at the KLM desk that I might have to wait till the next day. I refused, and finally the Supervisor, found me a flight KLM 1697 leaving at 20:35 but delayed 40 minutes for bad weather. I arrived in Lisbon close to mid night. No transfer from NCL which we had paid. My husband arrived without luggage at around 17:00, paid a taxi to the hotel. I did the same, paid a taxi with my luggage and my husband's which arrived with mine at the same time. I arrived 12 hours later than expected. I had requested a wheelchair, but finally had to deal without it and in pain. I filed a complaint with Guess Services at the ship, they gave me a case #753199. It's been three months, and I haven't heard anything from NCL. A compensation for all the inconvenience and delay would be something reasonable, I expect as a customer.

Prior to our cruise in March of 2023 I contacted the agent regarding the Group Leader bonus and extra discounts from a previous canceled cruise. I reached out to the agent shortly after the final payments were done. Received no response, so I submitted (2) cases to NCL before the calendar year 2022 ended. I received no responses to either cases. I sent a letter addressed to the CEO, no response either. Sent a follow up letter to the agent and the CEO once again. The agent informed me that he sent the bonus to one of the people in my group and suggested that I get it from him. I asked that he alert the passengers and refund me as I was the Group Leader and signed the contract. No respone from the agent. Sent all communications and case numbers and a final letter to the CEO, have yet to hear a response back from NCL. Unfortunately I reside in California it makes it hard to file in small claims court in Florida.

We were on the Norwegian Epic on October 16 2023 to October 27 2023. We were to disembark at 8:00am in Trieste Italy but due to some flooding one exit was not being used. Due to poor planning and unorganized staff a large number of cruisers were stranded on the ship for over 3 hours. We were slated for a flight 1.5 hours away, in Venice at 1:30pm. At 11:30am we decided to speak to someone from guest services. He informed us that we would make our flight and escorted off the ship immediately. Once we got to our transfer the driver stated that we would not make our flight. The employee at guest services lied to us when he escorted off because he did not want to deal with two disgruntled guests.

I phoned Norwegian repeatedly during the ride to the airport, they kept telling us they would get us on a new flight but never did. Finally on my third call Norwegian told us to book our own flight, AON the insurance company would reimburse us a certain amount and Norwegian guest services would help out with the remainder amount.

We spent over 4000 in cost to get home and to date we have only received 1000 from AON and nothing from Norwegian. They are clearing their hands of all wrongdoings. I have called numerous times asking for assistance with no resolution. Guest experiences only takes emails and they do not thoroughly read the emails. I have asked for information and they repeatedly send me the wrong information. I have called and asked to speak to someone more superior, I spoke to a resolution specialist who told me she only deals with pre cruising not post cruising and there is nobody who can help me with post cruising issues. I continued to ask for help and she finally said I cannot help you and will hang up now and that is what she did. This is a very unprofessional company who lies or avoids complaints.

On the 2nd October boarded BAflight from Aberdeen to Heathrow 6.55

missed connecting flight to Marseille stranded In Heathrow not another flight there and was then diverted to Barcelona as that was next port of call. We were then stranded in Barcelona until after midnight due to a mix up with your agents.

Finally got into a hotel at 02.30 on Tuesday losing our first day on the cruise.

When on board everything was ok until they started charging taxes on your drinks. This was supposed to be a free at sea holiday without any extra costs as I have had previously with you. It certainly put a very bad atmosphere on the holiday but after 2_days it was taken off.

On our return journey from Marseille it was just as bad totally shambles.

Having been off the boat for 07.00 we finally got on board the for

the captain to hold the flight for 25 passenger's of the cruise which meant we missed your flights again and NCL finally got a flight at 21.35 finally made it home just after midnight instead of 4.40pm

It have It a long and tedious journey home totally exhausted and to finish it off

Was diagnosed with Covid.

In Sept. 2023 I booked two cruises back to back in hopes of recovering from upcoming surgery. I once sailed NCL from LA to Miami in 2019 (before Covid) and was happy with all accommodations. Knowing I would need a long recovery after having my colon removed I thought a cruise would be perfect. I booked the Joy from Miami to Panama City then PC back to Miami and naturally thought I would have the same room both ways. Once I paid I learned I had two rooms and called NCL for help. Sales Agent Nathaly said just make the request on board after departure. Unsure I let it go trusting her judgment. Today a week after surgery I don’t have the confidence to pack disembark and reboard again in Panama City and wrote Nathaly for help. I asked her to ensure I stay in the same room and not have to disembark/embark in Panama City as the colon removal is more severe then expected and I am unable to lift anything over 10 pounds. Knowing I would have no help in PC I wanted Nathaly to give me peace of mind by making same room accommodations BEFORE the cruise. I easily reason if the pursers desk could do that after the ship sailed we could accomplish it before departure. Ha, I was quickly told by Nathaly theres nothing she can do because I was booked in the cheapest rooms. I never asked for the cheapest rooms when I booked, I told her why I was booking, I told her what I was expecting when I booked but I never asked for cheap anything. I paid her what she quoted me and learned I had two rooms after receiving my email confirmation. Cruise agent Nathly wrote me frequent emails after I booked the LA/Miami cruise in 2019. When I needed her help to covalence from surgery she seemed eager to help. My simple request for help securing one room quickly turned into a grudge match. I couldn’t understand why this woman was being so intolerable and mean. I called the Handicap help desk to ask if she could help me secure one room for 21 days as I am handicap through surgery. She inquired in depth my problem then transferred me to “The Resolution Desk” where I met an even less helpful and meaner woman than Nathaly named Myra (?) and she told me too bad, Nathaly is right and I will lose almost half my paid in full because I am cancelling within some fake window that NCL hangs as needed. At no time did anyone offer to help me to secure a single room. I know many happy cruisers who booked back to back cruises and stayed in the same room. My cruise was meant to provide me stress free recovery time in a peaceful relaxed atmosphere that allowed me 3 weeks of no chores, no cooking, no shopping, no cleaning, no making my own bed, no nothing. What NCL actually provided is chest pain, lies and arrogance. I feel cheated and abused, I was told the problem is my own fault and I was told by the great Resolutions Desk Commander Myra that there is nothing they will do and even more galling is there is no higher authority in all NCL than her who I can talk to or complain to. I am afraid she is wrong. I strongly recommend avoid NCL Cruise Line at all cost. They are not to be trusted. They will ruin your vacation then blame you. They refuse any responsibility for their own actions. I just can’t believe how shabby I was treated by these cold uncaring people. I have sailed at least 20 cruises on 5 cruise lines and never heard of such nonsense. A simple scheduling effort is all it would take but they gleefully refused. When I read all the complaints it seems the more you spend with NCL the more they refuse to own up. I don’t understand why there hasn’t been a class action suit yet. NCL-No, Carnival-Si.

Hello, my name is Sheryl Brown, reservation #[protected], Haven room # 18106. We sailed the Norwegian Joy Oct.28th-Nov.4th, leaving from Miami, FL. I was overcharged on some things that I shouldn't have been charged for. I was charged a total of $279.00 but I should only been charged $222.31. The two charges on Oct. 28th for "Haven" $31.20 and $15.60 should not be charged! Also, the two charges for the Internet Café, not sure what they are, should not be on my bill! Those charges are for &5.94 and $3.95. This is an overcharge in the amount of $56.69 I spoke with Efrin and "Mr. X" before disembarking but they told me that the person I needed to speak with left at 8:30am(EST) and our disembarkation time was at 9:30am. If I would have known that I needed to be down to the concierge by 8:30am, I would have been down there to straighten this out. I like the funds refunded to my form of payment as I did not utilize these services and do not want to be charged for something I didn't utilize. Thank you!

I am writing to bring to your attention a matter of great concern and disappointment related to my recent experience with Norwegian Cruise Line.

On October 29, 2022, my husband made a reservation for a 7-day Alaska round-trip cruise aboard the Norwegian Encore, scheduled for August 13 to August 20, 2023. We initiated the reservation directly through an NCL agent and completed the final payment by April 15, 2023, along with securing insurance coverage on August 10, 2023. The total cost of the cruise amounted to US$5,653.72. To cover the expenses of the cruise, hotel, and travel arrangements, we secured a loan from our financial institution, which we are in the process of repaying until December 2023.

During the initial booking process, we sought clarification regarding the required visa documentation for the cruise. The NCL agent, Ms. Amy Jerez, assured us that only an American Visa was necessary for our family, who are citizens of Trinidad and Tobago, as the cruise was transiting between American territories and not necessitating a Canadian Visa.

Based on this information, my husband and I made 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 at Pier 66 in Seattle at approximately 10:00 a.m., our luggage was tagged and transferred to our stateroom. To our dismay, a representative from NCL inquired about our Canadian Visas. we promptly referenced the information provided by the NCL Agent, Ms. Jerez, which explicitly stated that Canadian Visas were not required. Unfortunately, we were informed that Canadian Visas were mandatory for boarding, as the voyage would traverse Canadian waters.

Despite our pleas and willingness to undergo quarantine during the ship's stop in Victoria, our requests were rejected. The emotional distress on my family, particularly my daughters, who had been eagerly looking forward to the trip, was overwhelming. Our sole purpose for traveling to Seattle was to board the cruise, and the abrupt denial left us stranded in a foreign city. To add to our predicament, our luggage, which had been collected earlier, took over six and a half hours to be returned to us at the pier, without any offer of sustenance or assistance during this ordeal.

Since August, we have been in constant communication with Norwegian Cruise Line, but our efforts have resulted in generic responses that seem to lack understanding or compassion for our distressing circumstances. Despite our persistent attempts to convey the depth of our disappointment and the emotional and financial toll this incident has taken on our family, we have yet to receive a response that adequately addresses our concerns. We remain hopeful that NCL will recognize the gravity of the situation and provide a compassionate and meaningful resolution to rectify this unfortunate incident.

In light of the considerable emotional distress, financial burden, and unwarranted inconvenience imposed upon our family due to the inaccurate information provided by an NCL agent, we submit this formal complaint . We implore Norwegian Cruise Line to respond to our plight with the utmost empathy and fairness.

Our expectation is not only a resolution but a genuine, compassionate response that acknowledges the gravity of the situation. We firmly believe that NCL should take meaningful steps to rectify this unfortunate incident, restoring our faith in the integrity of the company.

To provide a clear understanding of the incurred costs, here is a breakdown in US dollars:

Total paid to NCL: $5,653.72 (Invoice dated 10th August 2023)

Airfare: $5,147.32

Hotel Accommodation in Seattle (before and after the cruise): $327.64

Uber charges up to arrival at Port: $86.00

In conclusion, we want to emphasize our commitment to transparency and resolution. We can readily provide copies of all correspondence sent to senior management and the Board of Directors of Norwegian Cruise Line, should you require further documentation to assess the urgency and significance of our concerns. We await a swift and compassionate response to address the considerable emotional distress, financial burden, and unwarranted inconvenience imposed upon our family due to the inaccurate information provided by an NCL agent.

We submit this formal complaint as a heartfelt plea for justice and a sincere call for a resolution that reinstates our faith in the integrity of the company. Norwegian Cruise Line has long been celebrated for its unwavering commitment to exceptional customer care, and we implore you to uphold this reputation by acting promptly and with deep compassion in addressing this issue."