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1.3 316 Reviews

Norwegian Cruise Line Complaints Summary

26 Resolved
287 Unresolved
Our verdict: If considering services from Norwegian Cruise Line with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Norwegian Cruise Line reviews & complaints 316

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Newest Norwegian Cruise Line reviews & complaints

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J
8:22 pm EST

Norwegian Cruise Line Excessive billing

My credit card is showing a charge for 01/03/2022
01/05/2022
Norwegian Pearl, Miami FL
9750
$5,529.26

All my bills were paid and if that 9750 is a cabin number it wasn't ours. Please fix this immediately as interest is charged, payment is due on the 2nd of February. This is not an exemplary way of doing business and resolution had better not be 30 days as my first complaint.

Desired outcome: removal of charge

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M
4:38 pm EST

Norwegian Cruise Line Looking for partial refund

We were unable to go to most of the ports we chose this cruise for. The one I wanted the most was Puerto Rico. We booked the excursion. Planned on using the $50 credit that was part of our package. Of course we didn't stop there. I tried to get the $50 credit moved on to my onboard statement but they would not. I understand it's not the fault of NCL but I thought it would be good customer service to apply the $50 credit anyway. The closing of one main dining room some nights forced us into the other one. We preferred the Aqua over the Venetian. Service was terribly slow in the Venetian. Lastly I won a free photo at Deal or No Deal. They told me it would be sent to my cabin the last night of the cruise. I picked the one I wanted at the photo gallery. It was not ther the morning we left. Value I believe was $24.95. I am sure NCL is doing some sort of refund for the part of the trip where we could not got to the scheduled ports. (We couldn't even get off the ship at the ports we did stop at. Unless we paid for an xcursuon. But they were all sold out). I am asking for that refund as well as the $50 excursion credit and credit for the photo. I would prefer those on my American Express versus a future NCL cruise, as my cruise companions refuse to go on another NCL cruise. We usually do Royal Caribbean.
Thank you for your consideration.

Desired outcome: Refund

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7:11 pm EST

Norwegian Cruise Line Entire Cruise

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!

Desired outcome: Entire Refund !!!!! I doubt that will ever happen lol…

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K
11:48 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Norwegian Cruise Line Cancel and refuse to return my future cruise credit

My name is Ketty Almonte, I bought a cruise from NCL Norwegian Cruise Line on February 5, 2020, for the amount of $ 1914.36. The reservation number was [protected], departing from March 22 to March 29, 2020. It was paid with a credit card, and this reservation was canceled due to the Covid-19 pandemic.

I received on March 14, 2020, an email informing me about the cancellation, including the reasoning and explaining the refund choices. In this email they explain that all guests will receive 100% of the money back which was spent on the cancelled cruise. Or you could buy another cruise with the money spent on the cancelled cruise, with the addition of 25% extra added to the original price spent. We decided to take the 125% refund.

Then I received another email on March 21, 2020 informing me that for each adult I receive $ 702.59 plus 25%, that being $ 175.65, and for each child $ 205.90 plus the 25%, that being $ 63.65. We received a credit of $ 2295.58 to be used on a future cruise.

I made a new reservation for a cruise on March 26, 2021 using my cruise credit refund, with a direct NCL Agent, that being Mr. David Abarzua. The reservation number was [protected], departing from December 4 to December 11, 2021 with an amount of $ 2246.06 that was covered with the refund received explained above. When I made this reservation, the Agent who helped me explained to me that the NLC policy was requiring Covid-19 vaccines for all travelers until October 31, 2021, meaning we had 16 days before the cruise day to cancel or move the cruise for the next year 2022 without being penalized (If the vaccines did not go out for the minors).

I received an email on October 10, 2021 offering me an improvement to my room, but when I enter to the NCL account to check the offer and enter the reservation #, I get an error and I decide to call NCL to speak with an agent. At that moment I found out that my reservation was canceled, the agent first informed me that I had to make a payment, and then he changed his answer, he then said it was that I had minors in my reservation without the vaccine. He said an email was sent to me but that I didn't respond and it was canceled since all travelers need the Covid-19 vaccine until December 31, 2021, according to the new NCL policy. I told the agent I was not notified, since I did not receive any email, nor was I contacted by phone, nor by mail, and how they made that decision for me without finding out if we were already vaccinated.

I have submitted several complaints to NCL Cruise Line Guest Relations, and the answer to my complaints was to tell me that they did not receive the payment, and that was why my reservation was cancelled. I explained that they sent me emails that I never received. I don't understand why I have to make a payment for this reservation, if I am using the credit refund for an amount of $2295.58 of the 2020 cruise that was canceled and it covered the amount of $2246.06 of the new 2021 reservation. I do not understand why my credit refund was not accredited.

I submitted another complaint, asking to check my case and asking to get my credit back since I was not the one who canceled the cruise, but NCL did it according to not receiving the payment, then because I had a minor without the Covid-19 vaccine, both being unjust penalizations. I do not agree with this since I was not the person who canceled the reservation, and I was not notified.

I submit another complaint and I received an answer from Mr. Warren May. Mr. Rose also contacted me, saying my cruise was cancelled for an outstanding balance. He sent me an email that explained the credit was accredited to my account, his answer being, your cruise total was $2246.06 and we credit to your account $1914.36 that's why we have a standing balance and NCL did not receive the payment that's why it was canceled.

I explain again, pleading they check my case again, because when my cruise was canceled in March 2020, they gave me the choice of whether I wanted a 100% refund to my credit card or a 100% refund plus 25%, in total being a 125% refund to use in A future cruise which I accepted, which gives me an amount of $ 2295.58, I send the letters that proved what I received in relation to the cancellation and a letter explaining the credit they had given me, and also the confirmation of the cruise that I booked on March 26, 2021 which indicates the payment schedule that should be credited from NCL with the dates and amounts of the first payment. The date being [protected], $ 250 extra not being added making the final payment 8-6-2021 $ 1996.06 which NCL had to credit in my account.

I explained to him that I did not understand why they only credited me the amount of $ 1914.36, and not the 25% ($ 175.65) per adult and ($63.65) for children that was given to me. I asked him if he calculated the amounts it should have covered the entire amount of the cruise. Since in the beginning the cruise was canceled by NCL due to the Covid-19 pandemic.

The credit in question was never added to my original balance. It is under the company's system, meaning it was their responsibility to add the credit to the original balance. Because when I made the reservation the agent that helped me should've known that.

To summarize, I had been told that the cruise was cancelled for us because we had not paid for it completely, even though we did, and it was management that had not put the extra 25% reimbursement as promised in our balance. Keeping in mind this extra 25% the employees didn't put in would've paid for the trip completely. This was completely out of our control, and it was the first unjust penalization inflicted on us.

Secondly, when I called to resolve this issue, I was then informed that it was an issue of not having my two children, both, who are minors, not vaccinated instead. It was unprofessional to tell me incorrect information on the situation, which leads to my next protestation, where the story is changed again and again. This time I'm told that the problem is my "outstanding balance," which caused the cancellation of the cruise ship for us. I was supposedly contacted through email over this problem several times, but I have reviewed my inbox meticulously and there is no communication from any employees there. Finally, I show evidence of my 25% credit, and get blamed for not using it when it was out of my control.

Even though I as a client had reason, NCL refused to accept their errors and correct it. The error is the NCL's fault, and instead of fixing it, they kept my money, and never gave me the service I paid for.
I asked NCL guest services to review my case several times, and I gave proof of my credit refund, but was penalized for a cancellation and they kept all my money. The only solution I received was "I am truly sorry but a fee waiver for the penalty amount will not occur. Thank you for granting us this opportunity at a final response."

Desired outcome: That my money is refunded completely, or the 125% credit for a Norwegian Cruise is given back to me.

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6:42 pm EST
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Norwegian Cruise Line The pearl infected negative passengers with covid

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.

Desired outcome: Want my money back for cruise in cash/check. Not future credit. Would like apology from cruiseline for terrible treatment of human beings.

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11:48 am EST

Norwegian Cruise Line Outrageous 2 hour wait in line at both embarkation and debarkation

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.

Desired outcome: Make your customers priority #1 at all times and fix this check-in and debarkation system.

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Update by lolipooop
Dec 14, 2021 11:57 am EST

hope this helps someone so they do not expierence this mess

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Fix your customer service !
, US
Jul 05, 2022 9:43 pm EDT

I have an existing reservation and had a simple question so I called the customer service number. After being on hold for 1.5 hours I hung up. Called back an hour later and after 45 minutes on hold I hung up. Tried the online chat function. After 1 hour, gave up because I had to be somewhere and was using a laptop. Came home and tried the chat function again. After 2 hours I was down to #2 in line and the system kicked me out. Asked me to leave feedback so I clicked that link and was told "thanks for your feedback", of which I was unable to leave, so I'm leaving it here. WTH, NCL? What's with your customer service today? Simply horrific.

ComplaintsBoard
K
12:59 pm EST

Norwegian Cruise Line Cruise 46803455

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

Desired outcome: credit or upgrade

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NormanII
Fernandina Beach, Florida, US
Jan 28, 2022 1:37 pm EST
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We have the same issue. Panama Canal cruise canceled in 2020, had to rebook at a higher price in 2021 that was canceled and rescheduled for 2022 - once we made the final payment they reduced the price and would not compensate us in any way for the difference - no more NCL for us.

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J
8:36 pm EST

Norwegian Cruise Line Refusal to issue a refund

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

Desired outcome: Refund per the travel protection plan

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6:37 pm EST

Norwegian Cruise Line Canceling a reservation which we paid for

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!

Desired outcome: Beware of NCL

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3:21 pm EDT

Norwegian Cruise Line Airline reservations for norwegian cruise line upcoming cruise

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

Desired outcome: I want my flights to include two day early arrival and two days delayed departure. That is all.

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12:30 pm EDT

Norwegian Cruise Line Not Getting refund or full credit after testing posituve for Covid19 day before cruise booking

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.

Desired outcome: Full credit for another cruise or full refund of total amount.

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1:26 pm EDT

Norwegian Cruise Line Refund or future cruise credit From booking #[protected]

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.

Desired outcome: Full credit for another cruise

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2:51 pm EDT

Norwegian Cruise Line Continued mailings despite over a dozen requests to stop, a complaint to the dma and another to the ico

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?

Desired outcome: Stop mailing me (or give me a free cruise for my trouble)

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12:30 pm EDT
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Norwegian Cruise Line Unethical behavior - airfare booked - after customer requested to get own fare

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!

Desired outcome: Remove the airfare portion, no penalties and let me pay for what I requested.

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3:36 pm EDT
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Norwegian Cruise Line flight problems

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

Desired outcome: ncl who booked the flight should correct the problem

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6:08 pm EDT
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Norwegian Cruise Line Booking vouchers

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.

Desired outcome: Balcony Room using the 2019 Original Voucher and reinstate the Voucher that you used without telling me so I can use it in the future.

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9:46 am EDT
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Norwegian Cruise Line Refuse to return deposit

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

Desired outcome: Get full refund to my credit card MC 4790

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2:44 pm EDT

Norwegian Cruise Line Refund

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.

Desired outcome: Refund

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2:21 pm EDT
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Norwegian Cruise Line Onboard credit

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

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3:55 pm EDT

Norwegian Cruise Line Refund of Future Cruise Credit

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.

Desired outcome: Refund

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Norwegian Cruise Line In-depth Review

Overview of Norwegian Cruise Line: Norwegian Cruise Line is a popular cruise line that offers a wide range of itineraries and destinations for travelers to choose from. With a fleet of modern and well-equipped ships, Norwegian Cruise Line provides a memorable vacation experience for all types of travelers.

Destinations and Itineraries: Norwegian Cruise Line offers a diverse selection of destinations, including the Caribbean, Europe, Alaska, and more. Whether you're looking for a tropical getaway or a cultural exploration, there is a cruise itinerary to suit your preferences. The itineraries are carefully planned to include a mix of popular ports and hidden gems, allowing passengers to experience the best of each destination.

Onboard Experience: The onboard experience with Norwegian Cruise Line is exceptional. The ships are designed with modern amenities and luxurious features, ensuring a comfortable and enjoyable stay for passengers. From spacious cabins to state-of-the-art entertainment venues, there is something for everyone onboard.

Dining Options: Norwegian Cruise Line is known for its wide variety of dining options. From casual buffets to specialty restaurants, there is a culinary experience to satisfy every palate. The cruise line also offers flexible dining options, allowing passengers to dine whenever and wherever they choose.

Accommodation: Norwegian Cruise Line offers a range of accommodation options to suit different budgets and preferences. From cozy interior cabins to luxurious suites, there is a room for every type of traveler. The cabins are well-appointed and provide a comfortable space to relax and unwind.

Entertainment and Activities: Norwegian Cruise Line offers a plethora of entertainment and activities onboard. From Broadway-style shows to live music performances, there is always something happening on the ship. Additionally, passengers can enjoy a variety of recreational activities such as swimming pools, fitness centers, and sports courts.

Service and Staff: The service and staff on Norwegian Cruise Line are highly praised by passengers. The crew members are friendly, attentive, and always ready to assist with any needs or concerns. The cruise line strives to provide exceptional service to ensure a memorable vacation experience for all guests.

Pricing and Value for Money: Norwegian Cruise Line offers competitive pricing and provides good value for money. The cruise line frequently offers promotions and discounts, making it more affordable for travelers to embark on a cruise vacation. The overall experience and amenities provided justify the cost of the cruise.

Safety and Security Measures: Norwegian Cruise Line prioritizes the safety and security of its passengers. The cruise line adheres to strict safety protocols and implements advanced security measures to ensure a secure environment onboard. Passengers can feel confident and at ease during their cruise vacation.

Customer Reviews and Satisfaction: Norwegian Cruise Line has received positive customer reviews and high satisfaction ratings. Passengers appreciate the excellent service, diverse itineraries, and top-notch amenities provided by the cruise line. The overall experience with Norwegian Cruise Line is often described as memorable and enjoyable.

Sustainability and Environmental Initiatives: Norwegian Cruise Line is committed to sustainability and environmental initiatives. The cruise line has implemented various measures to reduce its environmental impact, such as using advanced wastewater treatment systems and investing in energy-efficient technologies. Passengers can feel good about choosing a cruise line that prioritizes environmental responsibility.

Booking Process and Customer Support: The booking process with Norwegian Cruise Line is straightforward and user-friendly. The cruise line provides a seamless online booking platform, allowing passengers to easily browse and select their preferred cruise itinerary. Additionally, the customer support team is readily available to assist with any inquiries or concerns.

Loyalty Program and Benefits: Norwegian Cruise Line offers a loyalty program called "Latitudes Rewards" for frequent cruisers. Members of the program can enjoy exclusive benefits, such as priority embarkation, onboard discounts, and special offers. The loyalty program rewards passengers for their continued support and loyalty.

Accessibility and Special Needs Services: Norwegian Cruise Line is committed to providing accessibility and special needs services for all passengers. The cruise line offers accessible cabins, wheelchair-friendly facilities, and trained staff to assist passengers with disabilities or special needs. Passengers can feel confident that their needs will be accommodated during their cruise vacation.

Additional Amenities and Services: Norwegian Cruise Line offers a range of additional amenities and services to enhance the cruise experience. From spa treatments to onboard shopping, passengers can indulge in various luxuries during their vacation. The cruise line also provides a variety of shore excursions, allowing passengers to explore each destination in more depth.

Comparison with Competitors: Norwegian Cruise Line stands out among its competitors for its diverse itineraries, exceptional service, and innovative onboard features. The cruise line offers a unique vacation experience that caters to a wide range of preferences and interests. Passengers can expect a high level of quality and satisfaction when choosing Norwegian Cruise Line.

Pros and Cons of Norwegian Cruise Line: Pros of Norwegian Cruise Line include diverse itineraries, excellent service, and top-notch amenities. The cons may include higher pricing compared to some competitors and limited availability of certain activities or dining options on smaller ships. However, the overall experience with Norwegian Cruise Line is highly positive.

Conclusion and Recommendation: Norwegian Cruise Line is a highly recommended cruise line for travelers seeking a memorable vacation experience. With its diverse itineraries, exceptional service, and top-notch amenities, Norwegian Cruise Line offers a cruise experience that is sure to exceed expectations. Whether you're a first-time cruiser or a seasoned traveler, Norwegian Cruise Line is a fantastic choice for your next vacation.

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3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Norwegian Cruise Line. Make it specific and clear, such as "Overcharged for Cabin on Norwegian Cruise Line" or "Poor Customer Service on Norwegian Getaway Cruise".

4. Detailing the experience: In the complaint details section, provide a thorough description of your experience. Include key areas such as booking process, cabin conditions, customer service, onboard facilities, hygiene standards, food quality, and any specific incidents that occurred. Mention any transactions you had with the company, including booking numbers, dates, and amounts paid. Clearly describe the nature of the issue, the steps you took to resolve it, and how the company responded. Explain how this issue has personally affected you, whether it be stress, financial loss, or disappointment.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, correspondence, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred as a result of the issue with Norwegian Cruise Line. In the 'Desired Outcome' field, clearly state what resolution you are seeking, whether it be a refund, compensation, or another form of resolution.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, make sure to regularly check your account on ComplaintsBoard.com for any responses or updates regarding your complaint. Engage with any follow-up queries or resolutions offered by Norwegian Cruise Line or the ComplaintsBoard.com community.

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Contact Norwegian Cruise Line customer service

Phone numbers

800 0310 2121 +47 21 956 210 More phone numbers

Website

www.ncl.com

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