Norwegian Cruise Line
Reviews and Complaints

Booking Reservation 4714097. Ship Norwegian Epic. Sail Date 17th April 2022. Departure Port Barcelona. 7 night cruise.

We were overcharged 870 Euro for this cruise. I went online to the NCL website 4 weeks prior to departure and priced the cruise for the 17/04/2022 on the Epic and having entered the very same information as per my booking I found that the overcharge had happened.

Sunday 17/04/2022 was Embarkation day and having arrived for our pre booked time slot it took us over 4 hours standing in a queue with no shade from the sun and no drinking water along with no toilet facilities available. Which is unacceptable. When we got into the terminal there were only 10 counter assistants to check in the large number of guests. When we asked NCL employees what was wrong with the boarding process. The answer we got was that they did not know. Total chaos prevailed throughout and we are totally discussed by the way we were treated.

Day two of the cruise the wine waiter informed us that the availability of Sauvignon Blanc and some Red wines were not available because of supply issues. By day 7 red or white wine was virtually unavailable. We also had some overcharges on our account which nobody in Guest services could answer. My wife and I were totally disgusted by everything which happened us.

I purchased airfare through NCL buy one get one program. They dont give the flight info at time of purchase. When I received it my flight home was 10 hours after debarkation. I couldn't imagine sitting at the airport for 10 hours, so I called NCL. They suggested I book and excursion when I debarked which would then end up at the airport. I was willing to do that, although that ate up all the savings from the buy one book one, however that would have you wind up at the airport still 7 hours prior to your flight. I found a flight on the same airline at 1:55. I contacted several areas at NCL and advised I would pay the additional 20.00 per ticket this flight cost over the one they booked. They all refused and ultimately transferred me to a special relations person.

She was the rudest and most ignorant person to be in that position. She read me the contract. I told her to please stop reading, as I was asking for special consideration. She continued to read and never oncee stopped speaking the entire time we were on the phone. She did not obviously listen to one word I said I wasnt even sure if it wasnt a recording, as each time I asked her to stop talking and listen, she just continued. This is how NCL treats its Platinum customers I feel sorry for any first time cruisers.

Our family of over 2O booked a cruise beginning in papeete Tahiti on May 31 2022.

We indicated we would like a diversion to arrive in Tahiti 2 days prior to departure. We paid the hotel and transfers and booked the air travel thru NCL who indicated we would be able to secure seat assignments 60-45 days prior to travel date.

We are now 40 days out and when we called we were told there were no flights available and they were trying to find charters which would only arrive the day of travel.

We have checked with several airlines and they all have space. We asked NCL if we could have a refund of the outbound fare only and make our own arrangements and they said NO and if we cancelled then a penalty would apply - even though it is THEIR mistake.

We booked and paid this cruise in 2021 and this is the culmination of numerous mistakes - some very significant- all made by NCL.

My original cruise has been cancelled then postponed since 2018. My current reservation is set to depart Barcelona on April 24th 2022. The Spanish Health says my J&J Booster done on April 13th does not permit me to enter Spain until after April 27th. I have tried unsuccessfully to get anyone at NCL to answer the phone to change my cruise date to the 8th of May 2022. No one answers or if they do I am put on forever hold.

I booked a cruise through BJs Travel. The standard procedure is that I contact BJs and they contact NCL for any upgrades and price drop credits. This morning, I was on hold for 1.5 hours while my BJs rep was waiting on a NCL cruise contact upgrading my room to a Club Balcony Suite. I opted to have my BJs travel contact call me back after she spoke with NCL. Apparently, there was a glitch on your computers, and I not only didn't get the update I was promised AND all the excursions and meals I paid for were lost.

We followed all the requirements to travel to Bermuda but had conflicting information to enter into Bermuda. Children under 2 do not require testing in Bermuda, However NCL denied my baby from boarding because we not do a PCR test and they apparently have a second set of requirements that were conflicting to me.

In addition they would not allow same day testing.

Also, a representative by chat a few weeks prior said testing was done at the port that could be used.

This situation was incredibly stressful traveling with children cost wise and planning wise. Waited for 6 hours and they could not located my luggage. I do not know when I will receive them. Now I don’t even know if I’ll get a refund or future credit.

I few years ago my wife and I (both retired professionals) were banned from any NCL cruise indefinitely. The reason was I complained to Corp during a Covid situation on the Pearl and I felt the entire ordeal was very poorly mishandled. Is this ban still in effect as we would like to sail on the Bliss in the near future? We are Elite or whatever guests and would like to book the Haven which we like.

The Bliss is a beautiful and I don't think a 73 year old professional can cause much ruckus. I have learned the Officers do not like be questioned. It's a one way street but now I am aware of it and can abide,

Please advise

Richard & Deborah Kelly

I was going on a cruise on march 6 I have waited all my life to go on a cruise for one thing or anther I had never been abled to go with my family or anyone I was on my way and I was so excited I saved and I was so ready to see that boat finally. We live in minnesota and after a couple of problems with covering shifts doggie daycare we were leaving we were driving to new orleans because aiffare had changed in a matter of days and was well over 1.000 to fly so we started driving two of us straight through things were fine until wisconsin where we met up with part od the storm we left behind us and into a 30 -40m mph for 3 hours right there we lost to much time and I was so upset my boyfriend knowing I wanted so badly to go said we could go to chicago and fly from there after hours of phone calls ice storms terrible roads a semi almost killing us we arrived to the airport but with parking and no shuttle being given the wrong info we missed boarding mby 3 minutes. I was so upset I was sick I ended up staying there for a day and a half I couldnt even drive home but the worst part they didnt even care no help no nothing my trip of a lifetime just gone.

REF: [protected] 2/10/2022 Cruise to Miami Florida for 2 adults-balcony

[protected] -Ron/Helen Collins-paid in full-things have changed

Since then my wife Helen Collins dentures keep falling out. Est price of

$11,000 to fix her dentures in order to eat regular food. also both knees

have been replaced, hard to walk, also has diabetes-.Ron CC too

Both retired in our 70~s, USMC Vet

All we want is our full refund to pay some of our medical bills-please

Thanks, reservations made by Zach-[protected] X81215

I want to tell you about my recent experience with NCL.

I have booked a travel with you a year ago thinking that covid will be over but it is now worse than ever! When the time came to pay in full my travel in October 2021, I have called your selling department and they assured me that there were very few covid case (just one declared) aboard your ship. I will discover later that it was a false statement….

So, I decided to go ahead and pay in full my travel with you. In December, I have called again to know what was about the masking policy and again I have been explained that every employee needs to be masked and I will have to be masked even on the pool deck except when drinking or eating. I will discover later that it was again a false statement.

When I flew from Canada with a Full negative PCR to Tampa, I have done the little covid test in the tent thinking that it was serious and to be efficient. To my surprise, people were barely turning the Q tips in their nose in hope that they will not test positive…..!

So I embark the ship hoping that I will not get the Covid and be back to my home safely in Canada. I had a correct experience while I was aboard, but I will discover afterward that the NCL Breakaway will have to change his destination because it was refused entry to other country port. So this bigger ship came along with us for the 4 days we disembark in Mexico, Roatan, Belize and again in Mexico. In Roatan we had to take a tender waiting 1 hour in the morning in the ship theater in hope that they will let us take the tender because the weather was very windy. Finally, after an hour of waiting, we went to the tender and wait an other 30 minutes to depart, another 30 minutes to disembark in Roatan. In the evening, it was very too windy, so we had to wait another hour and a half for the Breakaway to go away! And wait for our ship to come along and get us inside. It was maddening.

The day after in Belize, what a surprise to see again the Breakaway in our spot because this ship was bigger, and it was requiring too many passengers to disembark. So we have wait for 45 minutes in the tender before it start to Belize and an other 30 minutes for disembarkment. The same long waiting minutes in the evening.

Afterward, it went smoother in Mexico for there were enough place for all the ships to coast. We had some fun on the 31st 2021 taking photos and partying for the new year eve’s. I took some photos and some employee. They offer us to take out their mask (see photo included). Also, you will see some bunch of people not masked on the pool desk… incredible. All Americans people that does not care because …. THEY DON’T HAVE TO GET A COVID TEST BEFORE GETTING BACK INTO THEIR COUNTRY!

In the morning of January 1st 2022, We had to take a covid test before the end of the cruise because we are Canadian citizen that needs of 72 hours negative test before getting a plane to Canada. At 10:30 in this morning, 3 agents came to me on the pool deck taking me without much explanation to my room saying that I needed to stay there. It was a long wait before somebody called us to tell that one of my two-kid tested positive. At that point, we didn’t know if they were going to bring food, drink or anything else. I had to make repeated phone called before getting any answers. It was crazy. In the end, they brought us some sandwiches and drink but no water because it was not included in my FREE DRINK that was sold to me at the beginning. So I had no choice but to pay for my water which is 6.99$ US a little bottle.

After waiting a full day and night not knowing if the US authorities will quarantine us or what will happened to us outside the ship. Nobody could manage to answer those question aboard the ship… So We were the last people to get outside the ship at 11 am on January 2nd 2022. Outside, a US agent took our passport and told us: Good luck, Show! It would have been great that someone aboard the ship reassured us about our disembarkment with the US local authorities.

We took a ride to the airport alongside with other Canadian that were on the ship as well. They were compensated with 14 days of hotel and 100$ per diem per day, each people. Nothing was offer to us probably because I told them that I was going to rent a car and get back home. It cost me 2,200$ US and 500$ of gasoline to get back home. Just that you know about it, in Georgia, it started to rain like a storm. I finally drove for 12 hours in a storm through the Carolina’s and Virginia. I ended up in a winter storm with snow. It was the worse experience in my life having to drive all night long in a tropical storm.

I finally came to home sound and safe but what a experience.

If only I would have had honest answer when I called NCL about my preoccupation sailing during covid time, I would never take that cruise. Knowing that there were so many covid case on ship, knowing that covid test were not PCR and not well manage, knowing that we could party without mask, knowing that employee were taking out their mask for photos, I WOULD NEVER TOOK THAT CRUISE.

Now I want to obtain 1/7 of the price I paid for this cruise which represent the day that I was confined inside the cabin. The total amount paid was 9,868.50$. The amount claimed is 1,409.78$ plus the car rental I had to pay which represent I am hoping that you will understand fully how I feel about my trip with NCL. I am hopping that you will fully acknowledge responsibility and reimburse me for all the disagreement I had.

You will find attached photos of unmasked employees as well as a video of people partying unmasked. I have even a registered phone call with one of your NCL agent making false statement about your cruise policy… It will be a pleasure for me to send you this recording.

I thank you very much for reading me.

they offer us 10% off on a new cruise in the future So we booked another 2 cruises and now they are saying we our not getting the 10% off. They cancel them. I just fell this is not right. Is there any thing we can do about this. March 8 thu April. Japan to Seattle.

We have trave/ a lot on NCL. Seem that they don"t care about they customer anymore

In a few words, the cruise SUCKED. Will never cruise with Norwegian again. Room toilets that don’t work, screwed up a dinner reservation by seating me on one side of the restaurant and the rest of my party on the other side. I left after 20 minutes thinking I was at the wrong restaurant. Then the captain announces on Saturday morning that they cancelled the trip on Sunday to their private island. So that was a huge disappointment all day Saturday. Wake up Sunday to see the ship docking in some industrial complex hellhole. I guess that’s NCL’s idea of a beautiful tropical island. NCL sucks. Waste of time and money to this scam cruise company. Also paid for the drink and dining packages only to find out I am getting billed sales tax on drinks and full price for drinks At other bars. And the meal package was a complete waste of money. The French restaurant served me a good French onion soup and a good dessert but the main dish I ordered was the seafood which consisted of 2 tiny shrimp, etc. 4 bites and everything was gone. What a joke. And the price I saw for that was just an insult to injury. No wonder there were hardly anyone there.

WTF NCL? My wife and I (in USA) booked a cruise on Feb 1st for Mar 7 out of Miami for us, and her cousin, her cousin's husband, and their two children (my wife's nieces) also booked. They are Ukrainians and from Vinnitsa Ukraine and are literally in a warzone! The airlines and hotels immediately refunded, but NCL offered credit! We have tried to escalate this with no success. NCL said it may take 2 weeks if they do refund at all. THIS IS LIFE AND DEATH HERE NCL. Their children (21 & 12 yo) have fled to Romania after escaping the bombings of Kiev, the parents are unable to flee because both are in the medical field and required to stay and serve. They are running out of everything there and need their money back ASAP for food and supplies! For the love of god please refund them! res [protected] and [protected] for Alona, Alexander, Victoria, and Kristina.

Do not ever book your flight arrangements through NCL. Their travel agency is horrible. They arranged flights for my party from Pittsburgh to New Orleans with a connection in Baltimore on January 2, 2022 for our Norwegian Breakaway Cruise. We got to Baltimore and our Southwest Airline connection flight was cancelled. I called the NCL airline rep and they couldn't help us and we were told we were on our own. We missed the cruise in New Orleans and had make our own arrangements to get to Cozumel (which was our first stop on the cruise). After missing 2 days of the cruise and finally arriving in Cozumel, we finally joined the cruise ship. Now I am trying to get reimbursement for our extra travel expenses through the travel insurance. Southwest Airlines has no record of us flying and will not provide the proof of flight cancellation for our travel insurance. I am so frustrated that the travel agency along with Southwest Airlines can not help me. This has been going on for 2 months and I am out quite a bit of money even though I did purchase travel insurance. Since I purchased the flight through NCL, Southwest Airlines is asking for the travel agency to provide them the information and the travel is refusing to help me.

Ryan Tran, my "personal cruise consultant" lied about several things. First, excursions are not "free". They are only 50 dollars off for one person, if you question that, the rehearsed reply is "well, there are excursions that are 50 off", but that still doesn't include the second person, at all.

Second and most important, is their "name change" policy. At no point did he ever say that we needed to provide a middle name. Every time we talked, never discussed, only vague emails about name changes. We never provide a middle name to fly Alaska, and it is never an issue, even with TSA pre check, we don't need to worry about middle names.

He calls my wife and says he needs the middle name, and says he will waive the 50 dollar fee a few days ago. Now today, they charged a 150 dollar per person fee to change our name, when it is not needed. Put me on hold for an hour, to speak to a supervisor, Mario, #26271 from Miami, who gleefully upheld charging me 300 dollars to add a middle name to my flight when it isn't needed.

So 450 dollars worth of "free escursions, and 300 dollars in unneeded name change fees tacked on last minute, this is straight up lies and deceit. I will never travel on this cuise line again, I've been on Carnival and Celebrity, and never been shaken down like this before

2-13-22

I was advised by Norweigen that we had to pay $150.00 per person to add our middle name to our reservation. This was a total of $300.00 for my husband and myself. The "customer service" representative was VERY RUDE. She said we had until January 31st to add the name. Why would you not require this information to proceed with the intitial reservation. I have had COVID for two weeks and have not had the mental clarification to be concerned with emails or cruise information and quite frankly am still not able. Shout out to Norweigen for sending this email AFTER the date it was due. We are concerned with what other ways Norweigen will swindle money out of us. This is our FIRST AND LAST experience with Norweigen and if we would not lose MORE money we would cancel this cruise!

My wife booked a cruise along with 10 of our friends on 11/28/21. She booked online and also downloaded the NCL App to keep control of the reservation and purchase excursions. The cruise was paid in full on 11/28/21. Online and in the APP there is only the ability to book your first and last name. You cannot add you middle name or "full legal travel name". On 2/3 she receive an email from NCL that we needed to add our "full travel names" to complete the booking. She called on 2/9 and we were told by their resolutions desk that were are going to be charged $150 per person to update the names on travel since we did not respond within 72 hours of the letter. No where on the letter did it state you need to call within 72 hours or be charged. The friends that booked with us were also unaware as they booked online nd made their changes on 2/8 and 2/9. They were not charged. How can NCL charge a name change fee for booking when they do not give the ability to submit you full name on their website or APP? You must call to do so. The cruise was paid in full on 11/28. The change was to be updated by January and we received the letter on 2/3. This is unfair and should not be charged. This is our first time booking on NCL. We and our friends have never had this issue booking on other cruise lines.

I booked a cabin for myself, my husband, my daughter and her husband, then COVID hit and we had to reschedule. At that time, we transferred my daughter and her husband to a separate cabin using my future cruise credits and paying the difference. Our "Personal Cruise Consultant" has been horrible from the start and just gets worse. She provides inaccurate information and makes commitments with no follow-thru, she takes no responsibility for anything. When the vaccination mandate came out, my daughter and her husband canceled. We've made several requests to get a refund, following the instructions provided, every request denied. Requests for a call back and emails are ignored. They won't give a refund because its tied to my reservation which is still valid, so we requested the FCC be returned to me, following instructions provided, again repeatedly denied. Every time we talk to someone, we get a different story. There is no communication to/from the Claims group, they just come up with reason after reason to deny our requests. My attempts at escalations get me nowhere.

I booked the reservations, my email, phone # and credit card are the only ones associated with these reservations. This is my money and its quite a bit of money at that.

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.

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.