Norwegian Cruise Line review: Improper money management and miscommunications and refusal to address problems 1

Dear Audience,

Beware doing any business with Norwegian Cruise line and I mean business. Pre, during and post there were many miscommunications with different representative saying or omitting different important piece of information that added cost to the trip.

I note I was really looking forward to cruising with this company and a personal friend and I booked a shared room with twin beds for a Caribbean Cruise. We shared the same reservation and paid proportionately our individual shares on our individual credit cards.

Here is a summary of issues:

Issue One: Price resets and miscommunications

We booked a cruise believing it was the 'best price' by reserving in February for a December cruise per the copy in the ads and what the customer service reps said on the phone lines. In fact the price lowered in advertising after our payments were made. Many items in the advertised price were not covered so it was not a 'complete' price and the end to end cost was double the advertised cost. I would have preferred an up front cost.

Issue two: Excursions were inaccurately described and charged higher than an on the ground operator for similar. One example was a 'discover St. Maartin's tour' of four hours. It was an hour of waiting for the bus and early drop back to th e ship so three tour hours. Of the time 'on tour' one and a half hours went to a shopping area outside of port shopping that was closed. It was a waste of time and money with little insight into the island life on St. Maartin.

Big Issue three: Prior to the tour I called in to check on everything 'just because' and learned the company was awarding a six hundred dollar credit on the cruise price, but still not a complete match to the advertised price of Feb. and following fall. I requested and was verbally told it could and would be split in half as it was against the cruise cost and as my friend and I each paid a bit over $4,000 each on our individual credit cards. I was told the credit back would appear in 7-10 days from that call. After 10 days and no credit on my credit ard I called in and was told by the customer service representative it would be another 7-10 business days. I said that is not what I was told weeks ago. Please escalate this. She did.

A new representative came online from the 'resolutions desk' who told me three different credits of varying amounts adding up to the $600 credit were returned to two credit cards belonging to my traveling companion/friend. The company at this point refused to return the portion due me on my payment of $300.00 on my credit card claiming my friend was the lead reservation yet they took over $4000 in payments on my card. We spoke in circles to one another at this point and the respresentative told me there was no further way to escalate the issue. It was her final authority and she said no to returning properly the $300 due to me.

So in closing, here is the bottom line I was shorted $300 credit and all the representative for Norwegian Cruise Line would say is "I am sorry and nothing more will be done."

They may have over credited my travel companion/friend and will do nothing to inform her or work with her credit card to resolve their error.

They can take your money but not return it properly nor explain it properly. It is a matter of policy that stinks as this was in my view a simple matter to resolve.

It took me two hours to get to this point. Honestly Amazon debits and credits your account with ease why cannot this company?

I asked the person assigned to my call at the 'resolutions desk' what would she do if she paid over $4000 for a trip was due $300 credit and all the company could say was we gave your share to someone else - sorry!"

Really now? Would you trust them in the future?

I am writing this complaint as the resolutions desk representative made it clear there was no further escalation so that Norwegian can re-review it's accounting and acceptance of payments and credits on a shared reservation and to alert fellow travelers alike. I don't appreciate what it took me to earn $300 being allocated without my consent incorrectly by this company and not being willing to fix it.