Norwegian Cruise Line
Reviews and Complaints

Dear Sir/Madam,

My wife and I bought some deposits during a cruise in June 2019 which had to be used within 4 years, then COVID hit during which time cruising had stopped.

My wife was made redundant during COVID and I had cancer last year so we have been unable to book a cruise.

Today I tried to book a cruise for next year and asked if all six deposits could be used but was told by NCL Customer Services that a maximum of two deposits could be used on one cruise. I cannot afford to book three cruises to use all deposits.

Regards

Derek Ryall ([protected]@sky.com)

Booked a cruise on Norwegian prima for may 2023, unfortunately can’t make it with work vacation got denied, didn’t get insurance which is a waste either way being a customer since 2017. Even got married on the Norwegian gem in 2018 had about 60 people book my wife and I booked every year but Covid happened. 55 days in I called to to see if I can switch my cruise for a credit I get told no I will lose most my money now. That being said I will never book with Norwegian again I will go else where.

I submitted my case on [protected] and still have not received any response other than the initial confirmation email stating my request was received and assigned a case number.

I purchased some onboard gifts for my family on their cruise on the Norwegian Encore sailing date of January 3, 2023. I paid for the following items: for [edited] - 6 chocolate covered strawberries, 6 truffles and $50 onboard credit; for Ciera Jay – 24 Petit fours and $50 onboard credit, all to be in their staterooms on the sailing date of the cruise.

Not only were the items not there when promised, I ended up calling 3 times and spending over 2 hours on the phone with your customer service dept and your resolutions dept. The items were finally delivered the following day but were incomplete.

Ciera only received 16 petit fours instead of 24, and Debra receive 5 truffles instead of 6. Neither one received a note or anything showing the onboard credit although it was posted to their account. They did not know about it until I told them after they text me to thank me for the chocolates.

I am requesting a refund for the difference of the undelivered items (1 truffle and 8 petit fours).

I previously sent copies of proof of purchase and pictures of items received.

We sailed with you on the Norwegian Dawn on March 12-19th.2023, It was our first time as we previously sailed on carnival and royal Carribean We had an amazing time while on board even purchased $500 cruise next because of the great time we had our family booked 5 cabins total (Mc Bride 3, Rhoad 1, Niethamer 1). guest # [protected].

But our experience went downhill in a hurry as we went to pick up our suitcases mine was in a trash bag It was busted up zippers broken and cracked. We now needed to get to our shuttle and hang out at the airport to our flights. Didn't seem to have any help except someone give us straps and say you Didn't get from me! This created so much hardship of stress and embarrassment on us trying to now tape it up at the airport to get it home without losing our medicine my husband z-Pac machine. and other valuables.

I did address this in my survey a few days ago nobody responded. My suitcase was new only use it 2 times once in October then the cruise $200.00 value. Which no had to be thrown away.

The flight promotion offers for our upcoming cruise has been a nightmare. This cruise was booked last May with the directly with NCL cruise consultant. My parents, who don’t travel well alone, and my seven year old daughter and I are traveling together with two separate staterooms.

1. The consultant advised at booking that our reservations would be linked, including airfare. I asked about this specifically multiple times because it was critical. We needed to travel with my parents and our airport is more than 2 hours away. I was willing to bypass the promotion or book with one reservation. He assured me it was not necessary.

2. We receive flight information. My parents are on separate flights both outbound and return. Further, the return for my daughter and me was at 11:59pm flying overnight for six hours. They literally put us on a flight that left at the very last minute they could because we were not extending our stay.

3. I call and speak to a rep in air dept. she repeats to me over and over the terms and conditions I was provided about the air promotion. I had banked on the information the rep had provided and was very confident in. She was unwilling to make any changes and assured me that no one would. She said we could cancel a leg and get a refund for that leg minus a fee and transferred me. (My parents outbound flight is a similar time as ours from the same airport, so rolling the dice and hope they navigate it ok). The return flight was most problematic.

3. The next rep said that information provided by previous rep was wrong. She said I would have to actually pay $50 to cancel a flight. Still no recognition for the error of their rep, sympathy for the customer, more repeating of terms and conditions, no options, only repeated that nothing could be done. I told her it didn’t jive with me and asked to speak to a leader. After holding, she went back and forth with me and leader, who waived the fee. I’m still left to book my own return trip.

4. I book the same return flight as my parents at the cost of $1600 for a one way flight.

5. This does not sit well with me and I reach out to customer service again the next day. The “manager” was far from sympathetic or helpful. She repeated the terms of conditions. After me directly asking what can be done, she asked what it was that I wanted and reminded me that they would not change my flights. I said I’m interested in whatever they could offer since no one seems to care that their rep essentially created this problem. She said she could provide some chocolate covered strawberries. Again, zero apologies.

6. This was an expensive trip. I travel for business and leisure extensively and have not had this kind of experience before. I’ve certainly encountered issues and interruptions, but they get resolved. This situation with Norwegian has been above and beyond bad. I’m entering this bucket list trip with a negative vibe and I have been shown over and over again that Norwegian doesn’t care.

Your flight promotion has been a nightmare for us. It has left a very negative view of NCL and its customer care. We travel frequently, but will not travel with you again.

1. When I made the reservation they were not able to link my reservation with my moms. This was to celebrate her 91st Birthday and as had been noted in our reservation she has mobility issues.

2. I asked to fly in a day early and was told all your hotels were full and as a result would not be able to get a transfer to the ship. We booked our own hotel as a result.

3. My mom had booked a single and yesterday we added a friend to her reservation and was told it was too late to have her, the second guest, take advantage of the free second guest flight.

4. We received our flight information today and to our dismay my mom's flights were through different cities and on a different airlines. She is unable to fly alone, especially when a connecting flight is required.

5. We called in to your reservations phone number, and was transferred to an air specialist. Who told us that no changes could be made in her flight and if we wanted to cancel the flight she would not be reimbursed for the flight she had paid for, even though she did not utilize the buy one get one flight program.

6. I called the airlines and was told only you could make adjustments in the flights. As a result we had to book separate tickets so that someone could fly with her to the tune of over $500.

7. Her tickets will go unused - such a waste (she will just not turn up for her flights.)

Your agent, Sarah,at the air office in Miami was less than helpful. She was not able to give me a phone number or place to register my complaint. I found this site through your on-line chat. She kept repeating that her system would not allow changes, making us feel that we were not being treated as a valued customer but rather as a cog in your unyielding system.

It has taken me hours, with significant added expenses to come up with an alternate plan on our own.

Angry, frustrated and disappointed customers,

Mitchell Ost, Sonia Ost, Roslynne Ost and Toni Prutch

I booked an Alaska cruise in Sept. 2022 with my husband and best friend. Short story I tested positive for covid at airport prior to boarding bus in ANC to take us to Seward, therefore as a responsible person I did not go on cruise, because I was told since positive, they would not allow me on the ship by the bus transfer company, I could try but than it would be at my expenses as how to get back to ANC from Seward if NCL denied me to board. When my husband checked in he told the NCL rep this and they told him they'd take care of it and contact me which I never heard anything from NCL. Since I got the travel protection figured I'd at least get a third of the booking price of our group or even a little less. I filed a claim with AON they closed claim right away.

I had a set air reservation from Sacramento, CA to Miami. Upon check-in on Feb 23, 2023, American Airlines said I had missed my flight from Feb 22. I showed the ticket agent who said since I missed my flight I had to pay an additional $287. This was wrong and I should be refunded that amount. I complained at Guest services at Norwegian Bliss and they filed a claim for me. It’s Case number 237160. I would like a reply and be refunded as soon as possible so I can use it for next cruise. I’m elderly and need the money. Thank you

NCL cruise Feb 13-March 3, Dubai to Athens on the Jade.
We boarded on the 13th – slept – and I got up on the 14th to take my bath. We booked a Club Balcony Suite because it had a bathtub. I turned on the water to fill the tub, went in to suite and got my clothes - then came back to the bathroom. I was appalled and disgusted to see the water in the tub.
(see picture 1) Called guest services, had plumber who changed filter - but I still was uncomfortable asked for another room - told none available on an half empty ship.
On Feb 24th same situation. Plumber came, bailed water, said to run water longer! (Picture 2)
On March 3- same situation - only dirty water (see picture 3)- I got such a migraine headache the final tour we tour was excruciating.
They would do nothing on the ship for me, said to send letter to corporate (they did have a file number for me to put in) Sent letter.
After 1 week got a "Form Letter" see attached. Did not even apologize!

I recently had the misfortune of booking a cruise with Norwegian and was given false information and bad service was told that I could purchase cancelation insurance and I could cancel for no reason and was given a $79.00 free which turns out to be a lot higher for the basic. then I was not given a reciept for my purchase and had a lot of troiuble to even request one. I had nothing but one issue behind the other so cancled it the following day since I was so unhappy. then I come to find out that I can only cancel if I was sick and I would only get a return of 70% of what I had paid. booking at 4 pm and cancel the following a.m at 8 a.m to be charged over 1000.00 that I would call robbery and a bait and switch I am in the process of trying to get my CC to help me in this matter and anyone I talk to about cruise ships I am going to tell them to consider any line but Norwegian. I view all this issue as a company that only has dollars in mind

anyway they can get it. I am certain I will not hear from Norwegian but had to at least vent on the complaint page

NOT HAPPY. We booked this cruise so we could visit Iceland and Greenland. We are coming from the other side of the world ….. Australia. 30+ hours on a plane to get there! And now you have deleted an entire country - Greenland! That is sooooo upsetting. There are 6 of us and we are very very disappointed. At our age we will never get to do this trip again. So we will never see Greenland. Soooooo disappointed. This shows you how one small change to you can have a life long affect on your passengers. 😢😢😢

Glynis Brown

Reservation: [protected]

I am scheduled on a Panama cruise date of 03/21/23 on NCL Jewel. I had NCL do all reservations on air travel thinking that they would get my wife and I seated next to each other. Well, they don’t assign seating on aircraft. One week before travel I just happened to check and was surprised to find out that I had to pick our seats. Well let it be known that the majority of seats that were together were taken. My wife did not want to be seated alone so I had to upgrade seating which cost me $195.00 extra. Last time I let NCL arrange my flights and possibly last time with NCL.

Unhappy traveler.

On February 9, 2023, we booked a September cruise called the Scotland/Ireland Cruise. It was my fault for not viewing the itinerary in detail because of the 12 days, only 3 days were in Scotland and Ireland.

When I made the reservation, I was told that I had until May 6th for a complete refund. They offered to match my $150 deposit for a total of $300.

On March 7, 2023 I called to cancel our reservation. I was told there is no refund because they matched my deposit with a coupon. I only wanted my $150 refunded and they said no. I did not ask for any coupons.

I have been on 5 Norwegian cruises and have been happy with everyone of them. Now for $150, they have lost a lifetime customer.

I have reviewed the contract and there is nothing about not refundable deposit.

Be very cautious when booking a cruise with this company.

We booked a family cruise and I told shelly my cruise consultant that my husband is paraplegic and needed a handicap accessible room because he can't walk at all. We originally wanted to get a handicap room with an extra bed for free at sea. I called on weekend to cancel extra bed and found out that we never had handicap room, we had a suite, and that the handicap accessible rooms don't offer extra beds. The weekend consultant was very helpful and rebooked us on the ONLY handicap room left on the ship. This would have been catastrophic if we had not found this out prior to departure! I forgave her one mistake even though this is VERY CATASTROPHIC error and could have caused our family trip to be destroyed, and we wouldn't have know until we checked in!

Next I called Shelly to book handicap shuttle from cruise terminal to MCO upon departure. She assured me a handicap bus would be waiting with lift for my husband. I also called her about 4 days prior to confirm shuttle would be there and see if I needed a ticket. She assured me I didn't need a ticket and the bus would be there. It wasn't there and we sat out in hot sun dressed warm for MI i

NCL Bliss 2/11/23 -2/18/23

Final invoice - was charged $42.00 for an unused cruise credit.

Filed a case submission form to reverse the charge from my credit card - Case: [protected]

Received an email back stating:

Kindly be advised, the charge that you see on your folio is to balance out your charges for any unused credits.

They cannot be used for service charges, customs taxes, casino charges, or purchases off the ship. Additionally, as they are non-refundable credits, they have no cash value other than payment of an onboard account. Therefore, there are no refunds issued or subsequent credits issued for any unused portion of the credits. We sincerely regret any disappointment in this regard.

I replied that I didn't understand why I was being charged for an unused credit to please contact me to explain it to me. I have since called multiple times to speak to someone but was told that i cannot speak to anyone about this issue, that I need to respond to the email I received or file another case submission form.

I have cruised with NCL many times over the years, am a Platinum member and am extremely disappointed with the customer service.

My complain is do to the fact that Since about 9:00 a.m. I was trying to book a 10 day cruise, first I spoke to an agent Clinton, who told me that my reservation was good until 9:00 p. m, of Saturday March 4, 2023, Thereafter We went to the Market and when we returned I found a "courtesy email-" indicating that I have only to 10:30 a.m.

That is when my nightmare began I called the reservation and was contacted by Victor, who in my opinion did not knowl4ft to right he was confused and asked me questions that I could not answer shush as What is he name of the Ship?. I asked if I could speak to a manager, well I was in hold for more than one hour and never was able to speak to a manager, finally he was hang off. I called again and the same routine but after more than 30 minutes I was able to speak to manager. The true of the matter is that I felt insulted by your company and I was extremely sorry that I have a deposit for a future cruise of $ 500, I was told that I will get some extra discounts it never happen. I am booking for the cruise my resevation is [protected] and sincerely hoping that

some how I will get the balance of my deposit made in August. We also looking for an explanation of other charges in pour credit card. Your assistance in all this matters will be appreciated

My name= Christian BINAME, latitude N°[protected]

during a cruise on the Star ( from Santiago Chile , feb 2020, ref41881287)

I bought 2 Next CruiseCredits of 250$ each = n° [protected] et [protected]

(it was mentioned there were valid to 2026)

I used 1 of those 2 Credits to pay a cruise on the Star (Reykjavik july 2022= [protected])

and, suddenly,now, the 2d credit is no more apparent on My Account on ncl.com...

Why ?

We booked a full package with NCL, flights, hotels pre and post cruise and the cruise. Norwiegen Sun, 21 April 2023 - Panama Canal Cruise

However, 6 months after booking we still hadn't had confirmation of the proposed hotel, Hilton in Miami. Seems that because we booked so early they could not confirm the Miami hotel so we were on a 'wait list' all noted in the comments section on our booking. Which was confirmed by Tom when we rang to chase the hotel booking.

Its seems that just 57 days before the cruise, we have now been told NCL cannot get us a hotel and we need to book our own!

We are disgusted with the way we have been treated by NCL and that's before we go on the cruise.

My husband and I have been cruising with NCL since 2005. We just got back from our 16th cruise (sapphire members). We took an excursion on Antigua and all we did was drive around the island not stopping once to take photos. The tour started an hour late because of it being over booked by NCL. To say we were disappointed is an understatement. I would like my money back that I paid for the tour.

Mary Paolini email: [protected]@comcast.net

Getaway NYC 12 days 6Feb to 18Feb23

Just got back from the worst cruise ever Feb 5th - 12th on the Encore. First off it was over booked with over 4,000 people on board. The staff at the check in process were so rude and nasty. I booked an outside state room with a queen bed and a pull out couch with a window. What I received was a jail cell with 2 single beds, two tiny bunk beds, no window, announcements speaker did not work, when you took a shower right next to the shower it smelled like [censored]. Never saw anyone that was suppose to be the service person for our room, never received the sheets that told us what was going on the next day, Sheets were not changed. When I went down to Guest Service was told to bad so sad were booked and can't give you a different room contact your travel agent. We did not receive our luggage in our room till after 8:30pm. They had a fire drill right after we disembarked and it was mass confusion with no one knowing what to do. Tried to get things to eat in the buffet food was good but no seats so u walked around with your food and it became ice cold waiting for a seat. Casino was very good Carol and Francis were excellent. DR we booked the rain forest and it was very misleading from what the brochure said. We did not swim with the Dolphins as it was not what we expected and we were promised a partial refund which we have not received. Loved Saint Thomas. British Virgin Island was a joke and we should never have stopped. I gave the swimming with pigs in Bahamas for one of my children's Christmas presents this pas Christmas. On Friday Night I had not received my tickets so I went down to Guest Services and was told we received an e/mail that it was cancelled and we needed to rebook. I never received and the lady told me it was out of her control and they gave us a refund (we did receive) Later that nigh I ran into a manager who asked how my cruise was going. I explained everything he told me he would speak to people and see what he could do about swimming with the Pigs etc and I would get a phone call which I never received. The next day I called him to say I never got a call. Later that day we had a phone call from guest services I tried for over 25 minutes and then decided to go down there. Once I got there the lady said oh yes just a minute and went into a back room. Came out with a card and had case #112333 and said to e/mail when I get home. I asked you will not do anything for me she said correct. Asked if NCL would do anything for me and she told me probably not. One day we had some rough waters and I decided to go down to the pool to relax. Well I was sitting on the step at the shallow end of the pool as I do not swim. It started making large waves and had it not been for a man sitting next to me, I would have been swepted in and most likely drowned along with a lot of other people. I was later told that a man cracked his head open and the pool had to be drained. This was negligence by NCL as for everyone's safety this pool should have been closed. The shows were not very good and not enough of them You had to wait for ever to get a elevator. We had a excellent time last year on the NCL Joy now I am so turned off along with most of the ship I will never book with you again. Also we found most of the excursions were given to the Prima which was sailing to the same places. It also was a [censored] show with the tatum boats took over 2 1/2 hours to get to your Island.