Norwegian Cruise Line
reviews and complaints

My wife, and I have been active Cruisers for many years.. Before the dreaded Covid set in I was diagnosed with Cancer, and fought the fight, and thank the Lord I won.. Looking for a Cruise to celebrate my win low and behold my wife was hit with the same battle, but a much tougher battle! She was strong enough to win her fight with a lot of help from the Lord above!
At that point we decided to celebrate both our wins over the past for years, and return to our love of cruising.. Having never sailed NCL we decided to sail on The Escape, to try NCL, and celebrate our victory's.. We booked the January 8th to January 15th 2022 trip, and that is when I began my journey with your cruise line.. I was refused a handicap room by a booking agent saying the deck I was assigned had none available, which made me feel like there were no other such rooms on your ship, or I was not worthy enough to be on any other floor in a handicap room! I over lookEd it but asked if I could have someone from your corporate office call me back, was told they would, but guess what, you had my money, NO ONE CALLED!
Now I am very aware of the Covid Factor, and guidelines issues, However I bought this Cruise ONLY BECAUSE OF THE ITENARY IT WAS OUR DESIRE TO CELEBRATE IN SAINT THOMAS, and PR SPECIFICALLY which completely ruined our trip, being told we were not going to neither of those ports, had I known before hand I would have postponed.. I did not receive what I paid for, thus left feeling like I was ripped off by NCL! I had a sail away package, I purchased one item for $119.00, you were sure to charge me your $30 per day fees, you refunded my tours, but somehow you took those credits along with added fees of over $250 back, on a cruise that had a drink package included, did not receive an invoice until after I was off the ship, and by no means was it itemized, and have know way of knowing what I was charged for! Great business strategy for charging one's credit card!
So the fact is I was not given what I paid for, without any choice, DENIED A HANDICAP ROOM to a governmental certified disabled couple, I have absolutely NO IDEA what the charges were for in an itemized form, and totally disappointed in you FOR NOT PROVIDING ME WHAT WAS AGREED TO.. I should have been given a choice to go or postpone since I paid the bills! I know your going to say it was Covid, however there were other ships in the 3 destinations we never went to yet our ship was "not allowed and turned away"!
On a positive note, You have a wonderful crew, a clean ship, and you certainly had great entertainment ESPECIALLY THE DUELING PIANOS HOWL AT THE MOON! Great female trio!

We were to go on 12 day panama cruise with NCL pearl out of Miami. On board 3 days then got off with entire crew infected after after party against boat rules. We had no room. Room key never worked. Eventually given key to room with positive covid people all around. No water. No service. No towels. Husband fell st pool No staff available passengers helped push him off in WC . I tried to wrangle 3 bags after guest services demanded credit card and billed my credit card twice $300, for service? Passengers helped us off. NCL will not talk to us. Filed claim. Are we positive for covid, ? Husband hurt his back at pool. I JUST WANT MY MONEY BACK never want to cruise again. Abused by cruise staff.

Norweigian cruise line. Ship is the Gem. Cruise dates 11/28/2021 through 12/09/2021. Latitude Reward Level: Gold. Reservation number:[protected]. Stateroom: Balcony BA

After getting the Covid-19 testing done, on the pier, we were sent to the embarkation pier. We were scheduled to board at 12:00pm-12:30pm. We, were on time, that is when everything went really, really bad. We were trying to proceed through to the check-in counter and we had to stand in line for two hours and 15 min. before arriving at the check in desk.

There were people in wheelchairs who, were walking and standing perfectly well while waiting in the covid testing area, waiting line. They never complained of any discomfort at all, yet they were allowed to cut in line with a wheelchair at the check in counter. These same people were seen walking off the elevators once on board. Wheelchairs should be saved for those who really need them.

The staff pushing the wheelchairs cut in line, of standing customers, and did not use only one check in clerk, but cut in and took up six check in clerks. This was rude and unnessary as they were sitting in a chair while we were standing uncomfortably. We are senior citizens and were put last.

There weren't any NCL supervisors to control the private company who was checking everyone in. Get this, they started packing up their computers while we were still in line. Really? They said they wanted to go home. We wanted to get on board. We paid alot of money for this trip. When we did find a NCL staff member, we were told "there is nothing we can do, they are a private company and are a contracted company, working for NCL, it is out of our hands".

Also, we were supposed to leave NYC around 5pm, 11/28 we didn't leave until 1:30am 11/29. This caused a change of the original itinerary and we lost availability of certain ports, and shorter hours on others.

Communication from the bridge was extremely poor.

The debarkation process was another debacle, and also took approximately two hours of standing.

If we didn't have a future cruise already booked, we would not sail on Norweigian Cruise Line again. Your processing is so bad, I do not need to be stressed before and after my vacation.

If you must out-source your resources, make sure they care about your customers. They are hurting your business, big time. People are not talking about their vacation, but they are talking about the horrible processing to embark/disembark.

How about a separate line or two, to handle the wheelchair customers so the rest of us can be processed in a timely manner, to board on time.

Note:

If we didn't have a future cruise already booked, we would not sail on Norweigian Cruise Line again.

Good Afternoon-

I am beyond disappointed and unhappy, I tried to get resolution with Michael Lewis, who informs me that he is the "TOP" of the list and that there is NO ONE above him.

Synopsis:

In May of 2021 My husband and I booked the 1st Re-sailing of NCL Pride on January 8 2022.

In August NCL canceled the cruise and pushed the 1st Re-sailing back to January 22, 2022

Our Trip was canceled, and we had to start from scratch to re-book. Which we did the same day. Unfortunately, NCL raised the rate $5000 more for the same cruise and same room. NCL said "there is nothing we can do. We struggled to make sense of this and how this could be Good Customer Service and fair to a long time loyal NCL cruiser. We made the decision to rebook at the $5000 extra charge.

You send endless emails, so Friday I clicked to see what rooms were available and rates... To discover that our room and the one above us both cost $5000 less then we agreed to pay when we rebooked in August.

I called and worked with a reservation agent, who understood my query, put me on hold and came back twice, only to deliver the news not only can we get a credit or refund, but she was unable to even upgrade us to the next highest available room.

I then said that was not acceptable and that I did not understand. She then transferred me to Michael Lewis. That conversation was recorded. He gave me the condescending text book answers. he repeatedly said there was nothing he could do. I asked for the name of the person that he reported to, and he refused to give it me, and stated I am as high as it goes" there is no one above me and there is nothing that can be done. I asked what the penalty would be if we canceled and rebooked; I was told 100% minus fees and taxes

I do not know how we can be expected to go on this very expensive cruise without feeling like we are not appreciated or respected... let alone knowing others are taking the same trip for much less with better accommodations. I feel like we have been penalized 2 times, once when you increased the fares after canceling the cruise and now. Feels Horrible to be us.

Unacceptable.

We have had to cancel 7 cruise son multiple lines during covid. NCL is the only one that has policies that punish and that have no line of communication to escalate unresolved issue for further review.

I regret that I used profanity at the end of our conversation, I felt as thou Michael was being condescending and treating me as if I were uneducated. I do not know how I am to go on this cruise

I would like to speak to anyone that would like to retain us as loyal customers.

Sadly-

Kenneth Baublitz
bk#46803455
[protected]
[protected]@man.com

November 17, 2021
Reference Number: 3195164
Claim Number: 21NCL01059

AON Travel
Norwegian Cruise Line
Nationwide Mutual Insurance Company

Dear Sir/Madam,

We are writing to you to file a complaint, regarding the above reference and claim number.
Attached are documents indicating date of purchase October 4th, 2020 for the 7-day Western Mediterranean Cruise on NCL Epic from Barcelona September 26th, 2021 to October 3rd, 2021 and the travel protection plan to cover this trip.
In your policy there is no mention regarding non-coverage for Covid 19.
We were following the advice given by the State Department of the United States of America and the US Embassy and Consulates in Italy dated September 16th, 2021 stating the Centers for Disease Control and Prevention (CDC) has issued a level 3 travel health notice citing the high-level of Covid 19 in Italy, recommending that travelers reconsider travel to Italy due to Covid-19, which we have enclosed. Since I am in the at risk age group of dying from Covid-19, we followed the advice from the US State Department and decided to cancel our trip to Barcelona and the cruise on September 16th, 2021.
We had booked round trip air travel on Delta Airlines from Columbus to Barcelona and a two- night hotel stay in Barcelona through Expedia Travel. I am happy to announce that both Delta Airlines and Expedia reimbursed the full amount of money to us within a few days of cancellation.
It is a shame that Norwegian Cruise line would recommend AON Travel on their website to purchase travel insurance, when obviously AON Travel is more concerned about their bottom line rather than the health and well-being of their customers.
We hope that you reconsider your decision and refund the $5, 751.00 of our total payment of $6, 933.00, that we are claiming under this protection plan.

Thanking you in anticipation of your help in this matter.

Sincerely,

Joseph and Sherri Gunasekera
574 Calumet Place
Beavercreek, OH 45434.

CC: Federal Trade Commission
US State Department
US Attorney General
Econsumer.gov
Better Business Bureau
Governor Mike DeWine

We are or were a Platinum member of Norwegian cruise lines and a long time customer of NCL. We had two cruises with NCL this year cancelled with NCL that we had previously booked and paid for. Our third cruise is now scheduled to sail and NCL said that we were a few days late with our final payment even though we never received a telephone call from NCL notifying us even though NCL calls us constantly promoting other cruises but failed to do so with the excuse that we were notified by E mail (we were away without our computer). When we attempted to pay for our cruise we were rudely told we lost our $ 500 deposit and there was nothing we could do. We have taken over a dozen cruises with NCL, hold stock in NCL, and never had a problem. Now for NCL to keep our previous deposit for this cruise will now cause us to switch cruise lines. Good riddance NCL!

I am booked on an upcoming cruise on Nov 11th leaving out of Athens, Greece on the NCL Epic. Bottom line is the NCL travel agent screwed up our family's reservations. A total of 8 of us are going on this cruise and we all used the same agent so that things could be synchronized. Well 4 family members are arriving two days early and leaving two days late. The other 4 had their flights screwed up and did not get the extended stay as requested. Our numerous requests to fix the flights so we will all have the same arrival and departure has not been addressed. All I want is to have them give me the flights that I requested.

Instead, there customer service people fabricated excuses. Their primary response was that they had no record of my many, many phone calls, so they were denying my request. I explained that the NCL agent preferred to use her own personal cell phone and I had a record of dozens of calls. I made it clear during booking and upon making final payment that I wanted flight changes. They failed to deliver, dragged their feet when I inquired and now claim it is too late. Ridiculous.

I find it ironic that I did not receive my confirmation until two months after booking. This was the first document that addressed how to change flights. It was received more than two weeks after the deadline for making changes.

Rick Malec
[protected]@outlook.com

My son and I were to cruise with NCL on the Encore from Seattle going to Alaska booking #[protected] on 10-9-21 to 10-16-21, I called the cruise line and canceled, they were only willing to give me back 25% of the total I paid for the trip, and refused to issue a credit for A future cruise, It took my wife and I many years to save for this trip, she passed away this past April, so my son I decided to go instead, I would still like to go after his health gets better and rebook.

My son and I were set for a cruise to Alaska on the Encore 10-9-21 to 10-16-21, and he tested positive for covid on 10-6-21, so when I went to cancel, my agent At NCL Alexander Valladares said I was only entitled to 1142.00 back of the 4262.00 I paid for this trip, and said I could not get a future cruise credit for that amount, and was very rude about making his point, my wife and I saved for years for this vacation and she passed away in April of this year, so my son and I decided to go instead. Would have liked the full amount for a future cruise when our health is better Covid has affected many and caused delays or cancellations for 2 years, and no one should be penalized because of it, until I get a full cruise credit I will keep posting negative things About NCL its employees and telling about my experience on facebook twitter and anywhere else I can.

For over a year we have receives a monthly mailing from NCL to two people who do not live here! Now a third has arrived despite requests for you to STOP.
Do you want me to contact the BBC/ITV media or Twitter/Facebook and enlist their help?

My name is Eunice Luvis. I am a Norwegian Cruise Line customer and I was getting ready to embark on one of the Alaska cruises on October 16th to October 23rd. My travel agent, Lisa Mrha, help through the whole process very graciously. I trusted her and followed her recommendations in regards the flight airfare portion. I live 45 miles from Gainesville airport. So from the beginning of this reservation process, I stated clearly that I was not going to travel from Jacksonville, Orlando or Tampa. It was too far for me. She explained that Norwegian doesn't make reservations from Gainesville. Bur she recommended to leave the air fare reservation from Jacksonville, and 2 weeks before the tickets were issue we could cancelled, because it was the easiest way to do it.
Last night I receive an email from Lisa to make the payment, due immediately because the airfare tickets couldn't be issued without that payment. I told her that I was traveling from Gainesville, as I have stated since the beginning, I was getting my tickets, and that had not changed. I tried to reasoned with her, to cancel the flight portion, because for me this was a done deal when we spoke initially about the trip and what I wanted to do. Then she served me with this statement "I cannot remove it at this time since we are 2 weeks past the final payment date because it will cause penalty fees now." (I have the full email conversation.)
I trusted her advice, she is the agent, and know it's backfiring. I was going to cancel the trip because this incident, but I realized I don't need to do that. I'm a customer, I feel I have been tricked and I need help. This cruise to Alaska is actually due to the cancellation of our cruise departing from London in November 2021, that was cancelled because the spread of the Delta virus variation, and my group decided to then go to Alaska.
I need someone to help me resolve this issue, and that I can be able to pay for what I asked and not being penalized for following the advice of my agent, who knew exactly what I wanted to do. I don't want to extrapolate to any other reason for this to be happening. I thank you for your attention to this request.
P.S. I just spoke to Kevin, Lisa's supervisor, on the phone. His position was the same as Lisa. He cannot do anything at this point. Norwegian will charge me over $500 on penalties if the airfare is cancelled (BTW - the tickets are not even issued yet, and there is not a flight reservation yet either). The dishonesty of this team not accepting that they made a mistake, because it's not on their best interest, it's affecting this customer. My only alternative now is to cancel the trip. Which it's a lost for me, as a customer, still, because I was supposed to get 10% discount for their previous cancellation, and they are keeping $300 deposited ($150 my cash).
Please help!

norwigian cruise line booked my flight from nyc to rome on oct 13 21 on alitalta airline i personally had to contact alitalia for my seat nos. becouse ncl did not and i was told that it would be my job to do so
my return flighs where on oct 25 21 afterr being on a ncl cruise
my flights where from rome to madrid oct 25 stop over in madrin on oct 25 21 then madrid to nyc oct 25 21 on american airline which wa run by iberia airline american airline informed me that they could not assign becouse it was run by iberia and to contact iberia which i did and was told that i had to pay $200.00 each for myself and my husband i CONTACTED THE NCL SUPERVISOR AND THE NCL agent and was told that they had no obligation regarding this matter and to work it with iberia airline? this is discusting they booked the flight i fully paid for it. and ncl refuses to do anything to correct

In 2019 I received a voucher for a free Cruise for two from Rivers casino in Pittsburgh for a room with a Balcony. I booked the cruise which was subsequently cancelled because of Covid. I rebooked it and again it was cancelled because of Covid. I called the toll free number and the agent stated to just book something so that your reservation is in tact. The agent booked a cruise in March of 2022. Recently, I saw that the cruises were resuming and moved up my cruise to September of 2021.

When I rebooked this cruise, I was told that it was for an Oceanview room and it would be $900 more to get a balcony. Apparently, the agent cancelled my 2019 booking and used a newer certificate which only was for an Oceanview. I never even knew I had a 2nd certificate.

When I called I was essentially told there's nothing they can do. This is upsetting since first, I was told repeatedly that the original "Balcony Certificate" would be honored and not to worry. 2nd, now I'm using a certificate that I didn't know I had and well I'm out a future cruise.

Essentially I've been tricked, reassured and then everything switched. It truly is unfair. If there was a limit on the original voucher through all this covid stuff, then I should have been notified. I was not.

Reserved through a sales rep in NCL on May 28, 2021 a cruise to the Greek Island on NCL Epic for Oct 31-Nov 11/2021.
Sent email to cancel on June 3, the agent told me that "deposit was credited to my Latitude account, to be applied to future trips and that this was the only form of refund.
Emailed with supervisor, Edith Gonzalez and she said the same thing. She claims the non refundable deposit sentence was recorded in the agent's conversation. I am not saying the agent not motioned it. However, I remember she talked very fast, I am 76 yrs old, and English is not my first language. This is a form of elderly abuse. There are many complaints regarding refunds with NCL, especially with seniors.
The industry standard is that refunds are fully refundable prior to 30 days from departure. If I would have known that the deposit was not refundable, I assure you that I would never have reserved, at 76, you don't even buy green bananas. Hope you can help me. Thanks
Mercedes

Booked a cruise in 2019
Called NCL every week to see if there were updates and almost every day leading up to about a week before travel.
Canceled cruise once travel was getting shutdown because of COVID
The next day NCL cancelled all cruises - But only gave us Cruise Credits
Now NCL has implemented a Mandatory Vaccine to travel of which we will not get, so they are blocking us from traveling and using our credits
Asked for full refund, they denied us again saying we dont have active travel scheduled
Called customer support (Manny) which said book travel then ask for refund (which is a lie to me, why should I have to book travel that I am not going to use to get a refund that they will take a percentage of.) I asked to speak to his supervisor which I was denied. They said they would not allow me to speak to anyone in the refund department.
Next step will to take to court and sue for refund and damages of time/stress.

Ref: HTR452822
I originally booked an NCL Pearl cruise through Cruise Nation UK. Sailing date 8th - 15th August 2021. It was for myself (Lorraine Hutchison) and my Mother in law (Barbara Hutchison). We each had our own outside cabin room which obviously, put the price up, which we expected. We booked it when you were offering a 30% discount and the drinks and Wi-Fi package for £99.00. The price we would have to pay including the package would be £2966.00. As a previous NCL client I was given 75USD on board credit. Also, we were both given 125USD on board credit. Unfortunately, we had to cancel this cruise (29.3.21) Firstly, we were not sure if it would go ahead due to COVID-19. If it did go ahead we would have to have a COVID-19 test going out and coming back £300. We would have to isolate at a hotel dictated by the government which would cost us another £1700 each. In total, it would cost us an additional £2000. This made no sense, so we decided to change the cruise to another one next year. NCL Jade. Sailing date 17th - 24th April. I changed it now as NCL was still offering 30% and £99 for drinks and Wi-Fi package. We each had our own outside cabin room. The cruise price which apparently included the discount was going to cost us an additional £672 for the two of us? The total price of the cruise for the two of us is £3, 638. What has upset and disappointed me is you would not give us the 120USD each on board credit? I re-booked this on 29.3.20 so that I would get the 30% discount you were offering up until the end of March. The incentive to book with you was the free on board credit. Why has this been taken away? I would like you to look into this bearing in mind this cruise has cost us a lot more money £672 than the cruise we cancelled. I look forward to a prompt reply.
Lorraine Hutchison

[protected]@gmx.co.uk
Tel: [protected]

Date: 30th April 2021

We booked an Alaska cruise for May 2020, of course it was cancelled. We rebooked for 2021 and that was cancelled. We were going to rebook for 2022, but the price increases more than offset any discounts and we would have to pay substantially more for the 2022 cruise. After the first cancellation, our money was placed in Future Cruise Credit from which no refund is allowed. We find it disheartening for NCL to jack up prices in return for our loyalty in allowing them to use our original payments for more than a year. Our travel agent and ourselves personally have appealed to NCL for refund to no avail. The price increases are so insulting.

Norwegian caribbean cruise line has been advertising on line "30 % off all cruises". When I tried to make a reservation for january 17, 2029, I was told by the norwegian caribbean cruise line agent that that cruise I was inquiring about and ready to book was not eligible for the discount! The agent had to put me on hold to see why the discount would not take in the computer. It ended up being that because the cruise I inquired about was less than 60 days out, it was not eligible for the promotion! Nowhere does it state that in any of their advertisements. There is no fine print until you call and try and make a reservation — only then are you told is is not as advertised! Bad public relations and false advertising!