Norwegian Cruise Line
Reviews and Complaints

I booked a Hawaiian Cruise for me and my family in January of 2022. We booked two rooms for me, my husband, and two adult sons. We paid more than $10,000 for a 7 day cruise to Hawaii for our family departing on Aug. 20, 2022 to Aug. 27, 2022. We paid the cruise off early. Also, after we booked the cruise my close friend decided she would also join us and she booked a room for her and her daughter. She gave Norwegian our reservation #[protected]. So all together there were 6 of us traveling. On 6/21/22 we got an email from Norwegian cancelling me and my families cruise less then 2 months from our sailing day, but did not cancel my friends trip. This trip was booked in Jan. 2022 and paid for in advance we should not have our dream vacation cancelled. We made these arrangements 6 months ago and now we have nothing. Please help us! I can be reached at [protected]. Sherry Perkins

I am seeking consideration for negotiation on cancellation of my cruise booking [protected] sail date of 2/7/22 on POA booked through My Cruises.

My twin sister and i had booked this cruise to celebrate our 50th birthday, Unfortunately one month after booking 10/4 she was involved in a motor cycle accident damaging and requiring surgery on her foot and inspite of her recovery her medical practitioner has declared her unfit for travel. We were devastated with this decision but had hoped providing all the evidence we have provided we have been informed that NCL cancellation policy requires 75% cost - we had hoped we would be issued some form of cruise credit as we had wanted to rebook with NCL POA next year when she was fit for travel.

This was extremely disappointing given NCL have been cancelling cruise bookings as they have limited staff and requiring a reduce number onboard. I refer to attached letter forwarded from friends cruise which has been cancelled.

Surely our cancellation has meant some one else has the opportunity to sail and given we wanted to rebook NCL is not 'out of pocket'. My cruises representatives have informed us that they have contacted NCL on 3 occasions that they still are requiring 75% cruise cancellation costs. This is extremely disappointing and are hoping for some reasonable negotiation.

All my paperwork was for the American traveller (we are british), we were the only british on board travelling from england. Stranded in New York with no waiver for bermuda and NCL told me 5 times on the chat line it was my problem.

Emailed the address on paperwork twice to Bermuda Authorities as well as my travel agent doing so, no replies. Emergency numbers did not work. Covid timings on paperwork were incorrect as well as all the telephone numbers tried by ourselves, and our hotel in new york and our british travel agent.

Subsequent 5 hour queue in a volatile situation at the port with arguments breaking out, people fainting, children being sick. Rude NCL staff who then tried to bully everyone onto the ship as it would be late sailing. Nobody appeared to be in control of the situation, most of the NCL staff being older.

Horrendous customer service when stranded, NCL not happy to help. Had to telephone England 10 times whilst in new york and still when I went to the port I did not have the correct paperwork.

Told then by NCL staff incorrect Covid test, later retracted, was trying to force into having another test. Timings incorrect, said two days when should have said 48 hours.

I have been on 30 plus cruises and am a well travelled person, am in the travel industry, never have I experienced such an awful, stressful time in my entire life.

Put a complaint in, whilst on the ship, nothing has transpired, gave me a number and nothing happened. Since returning filed a complaint a month ago, no response and told it has not even been opened as yet.

Refund of cancelled shore excursion

Reservation number [protected]

05/27/2022 to 06/05/2022

Baltic cruise on the Norwegian Getaway

I was on the above cruise and my pre booked shore excursion to Helsinki was cancelled for no reason. I then approached shore excursion on board and was told I would get my refund. I then got an email to say a sum of £148 has been refunded to my credit card. The date was the 05/27/2022. I hasten to add that I am still waiting for this refund.

Reservation # [protected]

Leaving from Orlando Feb 26/22

Ship Escape

We paid for a shore excursion Feb 19/22 in the amount of $162.66

We were unable to take cruise as we were denied boarding due to close contact. I was advised that we would be reimbursed March 18/22 - that didnt happen so I called again - that person said my account had a hold on it - phoned again today and that person said they dont take calls about past excursions.

Please just refund our money - its been 4 months - I think that is an unreasonable delay.

Norwegian Breakaway charged my credit card twice for the tipping portion of our cruise. $288.10. They do not have a person you can speak with in person, only a submission by a link. They said it can take up to 30 days to resolve this issue, but they were happy to take my money in a heartbeat. On a side note, while all the staff were wonderful and we chose to tip them very well above and beyond. The cruise line itself left a lot to be desired. I don't want to sound petty by naming all the little things, but they added up to a not so great cruise. It was enough that I would never sail with Norwegian again. I sure hope my issue can be resolved swiftly, or I guess I will just have to keep writing my complaint to anyone and everyone !

Sail Date 21/05/22 for 10 Nights

NCL Escape

Why is it you fre drinks and then get charged $8. a drink service charge.

Also given free wifi but still charged for going to the internet cafe when I did,nt

even go there.

At the end of the cruise I had to ask for my on board account it was given to me just as I was leaving the ship

Ideally I want a refund of the servicde charges.

Case [protected] ref:_00DE0aUIY._5002S1SoWo7:ref

My daughter, Victoria Olmstead, had a vow renewal ceremony on Feb 28th of this year. She ordered a 4 picture metallic artwork at that time and, of course, paid for it. I am attaching the all documentation that shows her purchase. She was told at the time it would be delivered within 6 to 8 weeks. We are now at week 14 and no one has provided her any information about the status of this item. I don't understand why your company is so lax about servicing past cruise issues and the fact that you cannot talk to a person in Guest Services after you have cruised to address open items is terrible customer service.

I am writing this as my daughter lives in Phoenix and is not feeling she is getting any help from your company. I have been a loyal Norwegian cruiser for over 20 years and am wondering why this occurring at this company.

I was told on my last day of my cruise sent my plane was leaving late they offer me a 8 hours excursions for $165.00 to do a Grand circle Island tour. which is Diamond head, Blow hold Lookout, the beaches, Pali Lookout, Dole Plantation Valley of the Temples including a replica of a 1,000 year old Buddhist temple in Japan and Tropical Farms Macadamia Nuts, They only thing I received a road trip and a meal. I ask the Lady why we was not stopping she said she was a private company only doing what she was told. Riding on the bus all day and not making many stop cause us to get sick and test positive for covid when we came home. She also put us off at the wrong stop for the apport. I am requesting a refused because I did not get what I paid for.

I am very frustrated and just can't believe the inaccurate information and poor customer service that was received on this cruise. Facts:

The cruise started on 5/14/2022 in South Hampton. It was a 10 day cruise ending in Amsterdam on May 24th. On May 23rd-paseengers were offered a corvid testing prior to departure on May 24th. I took this test and what followed was a nigh mare of events.

5/23-The test came back positive and I was instructed to stay my cabin

A letter (attached) was delivered to my cabin stating that no quarantine for the disembarking city (Amsterdam) would be required.

5/24-When I disembarked-my passport was taken (obviously-I was provided the wrong information from Norwegian on 5/23) and I was also told conflicting information at debarkation (the Amsterdam port authority stated that I should quarantine and the representative form Norwegian said no quarantine was needed-I could go out am enjoy the city) the bottom line was my passport was taken and I was trapped in Amsterdam until May 27th. Norwegian offered no support-no help with booking hotel, taxi or medical assistance. I went on May 27th to the Amsterdam port authority to pick up om passport and another major issue. I was told that Norwegian had provide the wrong date and passport could not be picked up until May 28th. this was so stressful. I just started to cry. My friend who also tested positive-started to have Afib issues from all the stress from this Norwegian experience. It cost us over $1000 to spend the additional 4 nights in Amsterdam plus soo much stress. the perfect cruise turned into a nightmare.

Cynthia Duncan

Reservation [protected]

May 14- May 24

We were on NCL Escape from NYC to Rome from April 25th to May 11th. My wife caught pneumonia on the ship, was admitted to the medical unit on May 3rd, then transferred to a hospital at Cadiz, Spain morning of May 5th and stayed at the hospital for 3 days and then discharged and flew back to the USA.

For the 2 days she was in the medical unit on the ship she was administered IV, antibiotics and insulin. She received the same treatment in the hospital in Spain. For the two days on board, we were charged $22,900 and were only charged $3,800 for three days by the hospital in Spain.

NCL charged us nine times as much as a real hospital in Spain charged us for the same treatment. The medical unit on NCL Escape also did not tell us how much the charges would be until we were leaving the ship. But $22,900 for two days for administering IVs, antibiotic and insulin is outrageous.

Hope someone can help us figure out how to deal with NCL

NCL has gone downhill fast wrt their customer service. My wife and I were subject a shakedown at embarkation on our recent east Mediterranean cruise (Norwegian Jade May 1st). I called numerous times before the cruise to confirm covid testing requirements and was referred to their website rules. Those rules clearly state either an antigen test OR a PCR test are required at embarkation. My wife and I and about half of the passengers on the NCL airport shuttle had antigen tests and were forced to sign a paper agreeing to pay $300 for the administration of a PCR test otherwise we wouldn't be allowed on the ship. Some of us pointed the NCL policy out to the NCL rep but to no avail. The message was clear, pay up or you won't get on board. After the cruise I was stonewalled by NCL customer service when I tried to get reimbursement . Don't cruise NCL unless you want to be subject to a shakedown.

My family and I said on Norwegian Getaway on April 17-24. The whole experience was overall disappointing. We purchased priority boarding and were shocked to see the line that we had to wait on when getting to the port. We waited almost 6 hours to board the ship. During the wait there were no agents giving any information, no seats, no food and no drinks. When we finally got on the ship we were informed that the Virginia Port was cancelled and the ship was leaving nyc port 8 hours later than scheduled at midnight. WE were excited to leave and see NYC, but due to the extensive wait we were exhausted and missed the ship leaving NYC. Because of this delay in leaving we were charged tax on all our drinks. My husband went to customer service to complain about the wait we had while we purchased priority boarding, and he was told they would get back to him. No one ever got back to us. We were charged port fees for Virginia but never ported there.

When booking the reservation I was told that ship would be at a reduced capacity, the ship was full capacity and there were limited service providers. We sometimes had to wait for over 30 minutes at a bar to get a drink. The shows were all filled to capacity and in order to see a show like the comedy show we had to get there over an hour early to wait on line with no guarantee to get into the show.

The servers were all great, but you could see they were stressed. I feel that considering the amount of money that we paid for this trip, we are not satisfied with the service and we feel that we were given misinformation. We were told that the ship would not be at full capacity, had we known we would've probably not have booked. We are also extremely disappointed that we paid an extra fee (I believe it was $179) for priority boarding. All in all the whole experience was disappointing and we will not cruise with Norwegian again.

I booked a cruise trip with the Norwegian Cruise Line for an Alaska Cruise to sale on June 25, 2022 to July 3,2022 on the Norwegian Encore, reservation #[protected] and due to the Covid19, I had to cancel the trip which was officially on February 15, 2022 well within the time to get a full refund for the payments that I had paid for the trip. The first payment was paid by a master card on Oct. 11. 2021 and I continued to make consecutive payments paid by my Visa bank debit card in the months of Oct. 30 in the amount of $300.00, Nov. 20, 2021 in the amount of 371.96 and my last payment on Dec 19, 2021 in the amount of $500.00. I received the master card refund that posted to my account on February 22, 2022. The other payments that was charged to the Visa debit bank card to this day has still not been refunded to me due to the Visa bank card that was used to book the trip was lost and the bank issued me a new card. I was told by Norwegian that the Visa bank card refund in the amount of $1,171.96 was sent to the Visa card account that was lost and therefore was not ever refunded. I reached out to the bank that i have the Visa card account and spoke to their management who explained to me that due to the Visa card account being closed the money was not posted to my checking account and returned to Norwegian Cruise Line on

February 24. 2022. I was given transaction numbers for each of the returned refund transactions that was sent back to the Norwegian Cruise Line.

My initial reaction was to reach out the Cruise Line representative, Jacinto that I worked with to book the trip with the Norwegian Cruise Line and I never received a call back after leaving several messages. I have been hung up on by a representative at the reservations desk and I have been disrespected by someone in the Customer Care department by the name of Jenny. I have been continuously calling everyday with being told a different message on every phone call, placed on hold for 30 to 40 minutes every time. I am very frustrated as this is the month of May and I have still not received my refund. On the day of April 18, 2022 I spoke with a person by the name of Lionel who advised me to have the bank write a letter explaining what happened to the Visa bank card which the bank typed for me and I forwarded the letter on April 21, 2022 to the [protected]@NCL.com and I have still not heard or received my refund.

At this time I am very frustrated, annoyed with the Norwegian Cruise Line and I refuse to allow them to keep my money and I will not give up nor will I stop fighting to get my refund. I am not sure if this will be helpful however, I will reach out to many for assistance in my fight for my refund that is due to me!

Was scheduled to go on a cruise Feb 26/22 out of Orlando Florida. We tested before we traveled to US and again at the pier. Both times we tested negative. 2 of our group however tested positive so we were all quarantined together and we (negative) were denied boarding due to close contact. we were kept together as a group for about 3 hours and told we had to find our own accommodations. The NCL rep at the pier advised us that we would be compensated for our hotel fees and up to $100 a day for incidentals. Two of our group had traveled to the pier separately - because of that one small detail they were allowed to board. we felt because we were kept in such close contact we also contracted Covid 3 days later - the day we were to fly home. We were contacted by phone by a NCL rep that also informed us that we would be compensated for out hotel costs and up to $100 a day for meals etc. We were finally able to come back to Canada 10 days later. Filed a claim with NCL and were advised that they would not compensate us for any expenses. The person who emailed us would not provide a phone # not someone else we could discuss this with. I tried contacting customer service and the phone # they give you refers you to an online place to fill out a report which is how we filed out claim - then recording saying Have a nice day! and hangs up on you. I have been unable to talk to anyone - I have left messages with as I once had a person transfer me to me to manager of Customer Service voice mail (closest I got to talking to anyone!) but they never returned my call. The inability to discuss this with anyone is so very frustrating and the treatment of just abandoning us at the pier unacceptable.

When we were at the pier - I asked the NCL rep who said we were not allowed to board due to close contact - What are we supposed to do?! His comment was "Once you leave the pier - frankly I don't give a [censored]" Word for word. Thank you NCL for looking out for your customers.

By keeping us quarantined with positive cases over an extended period of time - NCL put our health at risk. We had been so careful maintain safe distancing up until that point in time where it became impossible to do so.

May 3, 2022

To Norwegian Cruise Line Customer Service

From:John F. Scavetta

196-58 48th ave

Fresh Meadows NY 11365 Phone [protected] email:[protected]@nyc.rr.com

My wife and I recently returned from a cruise to Bermuda on the Norwegian Joy

Departed 4/26/22 Returned 5/1/22.

We booked this cruise with entertainment as one of our main priorities It is with much displeasure to inform you that the two major entertainment nights were cancelled. The first cancellation which was to be a production of "Footloose" was cancelled without any advanced notice, we were in our seats in the theater when informed of the show's cancellation. Next day we were informed of the second major show "Elements" cancellation. We paid for this cruise expecting to receive all the events that were advertised and were looking forward to and we did not receive them. I request that a monetary compensation be issued in the form of cash only. Thank You for your immediate attention to this request.

Respectfully

John F. Scavetta

We started our conversation with Erica on Sunday April 24,2022. The call started out great her energy was a bit tiring and we were excited about the cruise we booked with her. That excitement soon ended after we received our first of five+ itineraries. The first itinerary was wrong, it did not include the free items that come with the cruise nor did she book us in the room we requested. That led to our next itinerary which again was wrong and same with the 3rd, 4th and so on.

I would like to discuss this live with a person as my frustration cannot be typed in the spaces below. I have cruised with NCL several times and have like the services, costs, and extra items you build into the cruise, however, my loyalty to switch back to Royal Caribbean or Carnival is certainly weighing heavy on me. When I asked ERICA to have a manager call me she said she would and that never happened, when I asked to speak to someone she put us through to another department were we are put on terminal hold and the third time she did that we were hung up on. When I tried to call her back she ghosted my calls and never returned my call.

Could a manager please call me at 636.445.0976 today to discuss next steps PLEASE

Regards,

James and Jennifer Cain

Latitudes # [protected]

Our first family international vacation and cruise and we’re unable to fly together on the same planes for any leg of the trip. We’re unable to fly with my 3 kids and mom despite multiple requests to NCL Air. This department doesn’t care whose vacation they ruin. I now have to tell each of my kids I’m sorry for ruining their first international flight experience and that we can’t fly together. I am vey depressed when this should be a happy moment. I would cancel everything but my girlfriend’s sister and family are also going but they booked their own flights which was smart. I took a risk thinking the cruise lines could book airfare and was horribly mistaken. We have spent many hours trying to resolve this with NCL and they don’t care. I have been completely shocked by this. In addition, they originally told us that we would have our air arrangements 60 days out and it ended up being 32 days out. We are now 30 days out and I can’t even sleep at night now over this. I have lost all hope. We are spending over $30,000 for this trip and to think that I ruined it by going with NCL’s Air Promo to save a little money makes me completely sick. This will definitely be our first and last NCL cruise. By the way, my kids are 16, 18, 20, and my mom is 72. As mentioned, my mom and kids can’t even fly with us is extremely upsetting. This trip is now only 30 days away with a May 31st sailing date.

Reservation #[protected] April 16 thru 23 2022 cabin 13180. Made three complaints about smoking around us. Had house keeping come twice, and had three letters acknowledging the complaint, but nothing was done. Went to the customer service desk and we got was apology. Everybody apologized, but nothing was done about it. Was any of the surrounding cabins fined $250?... NO! The cabin stewards must be blind and no smell senses. Stayed in St Thomas over night due to weather (no Tortola is why we took the cruise), but had two hours on the first night (on board 1830) and had six hours the next day. What? Crime in St Thomas? We want compensation... not cruise credit!