Norwegian Cruise Line review: Urgent complaint: critical concerns with norwegian cruise line's customer service

I am writing to bring to your attention a matter of great concern and disappointment related to my recent experience with Norwegian Cruise Line.

On October 29, 2022, my husband made a reservation for a 7-day Alaska round-trip cruise aboard the Norwegian Encore, scheduled for August 13 to August 20, 2023. We initiated the reservation directly through an NCL agent and completed the final payment by April 15, 2023, along with securing insurance coverage on August 10, 2023. The total cost of the cruise amounted to US$5,653.72. To cover the expenses of the cruise, hotel, and travel arrangements, we secured a loan from our financial institution, which we are in the process of repaying until December 2023.

During the initial booking process, we sought clarification regarding the required visa documentation for the cruise. The NCL agent, Ms. Amy Jerez, assured us that only an American Visa was necessary for our family, who are citizens of Trinidad and Tobago, as the cruise was transiting between American territories and not necessitating a Canadian Visa.

Based on this information, my husband and I made comprehensive travel arrangements, including flights from Trinidad and Tobago to Seattle, where the cruise was set to depart on August 13, 2023. However, upon our arrival at Pier 66 in Seattle at approximately 10:00 a.m., our luggage was tagged and transferred to our stateroom. To our dismay, a representative from NCL inquired about our Canadian Visas. we promptly referenced the information provided by the NCL Agent, Ms. Jerez, which explicitly stated that Canadian Visas were not required. Unfortunately, we were informed that Canadian Visas were mandatory for boarding, as the voyage would traverse Canadian waters.

Despite our pleas and willingness to undergo quarantine during the ship's stop in Victoria, our requests were rejected. The emotional distress on my family, particularly my daughters, who had been eagerly looking forward to the trip, was overwhelming. Our sole purpose for traveling to Seattle was to board the cruise, and the abrupt denial left us stranded in a foreign city. To add to our predicament, our luggage, which had been collected earlier, took over six and a half hours to be returned to us at the pier, without any offer of sustenance or assistance during this ordeal.

Since August, we have been in constant communication with Norwegian Cruise Line, but our efforts have resulted in generic responses that seem to lack understanding or compassion for our distressing circumstances. Despite our persistent attempts to convey the depth of our disappointment and the emotional and financial toll this incident has taken on our family, we have yet to receive a response that adequately addresses our concerns. We remain hopeful that NCL will recognize the gravity of the situation and provide a compassionate and meaningful resolution to rectify this unfortunate incident.

In light of the considerable emotional distress, financial burden, and unwarranted inconvenience imposed upon our family due to the inaccurate information provided by an NCL agent, we submit this formal complaint . We implore Norwegian Cruise Line to respond to our plight with the utmost empathy and fairness.

Our expectation is not only a resolution but a genuine, compassionate response that acknowledges the gravity of the situation. We firmly believe that NCL should take meaningful steps to rectify this unfortunate incident, restoring our faith in the integrity of the company.

To provide a clear understanding of the incurred costs, here is a breakdown in US dollars:

Total paid to NCL: $5,653.72 (Invoice dated 10th August 2023)

Airfare: $5,147.32

Hotel Accommodation in Seattle (before and after the cruise): $327.64

Uber charges up to arrival at Port: $86.00

In conclusion, we want to emphasize our commitment to transparency and resolution. We can readily provide copies of all correspondence sent to senior management and the Board of Directors of Norwegian Cruise Line, should you require further documentation to assess the urgency and significance of our concerns. We await a swift and compassionate response to address the considerable emotional distress, financial burden, and unwarranted inconvenience imposed upon our family due to the inaccurate information provided by an NCL agent.

We submit this formal complaint as a heartfelt plea for justice and a sincere call for a resolution that reinstates our faith in the integrity of the company. Norwegian Cruise Line has long been celebrated for its unwavering commitment to exceptional customer care, and we implore you to uphold this reputation by acting promptly and with deep compassion in addressing this issue."