Norwegian Cruise Line
Reviews and Complaints

As someone who has sailed with Norwegian Cruise Line for years, I must say that my recent experience aboard the NCL Epic was extremely disappointing. The cruise was marred by engine issues that led to the cancellation of a port stop in Gibraltar, with NCL refusing to refund the collected port charges. The room was cramped, the food consistently overcooked, except for Le Bistro, and the service varied. While the service was excellent in some areas, the overall experience fell short. It's sad to see a lack of corporate ethics in NCL's policies, such as keeping funds for services not rendered. This experience has led me to reconsider my loyalty to NCL and seek alternative cruise options.

First of all, let me be clear here, I do understand that Norwegian has no control over the weather, and the time of year has a lot to do with it that, nonetheless, this was not our first cruise, or our second for that matter… it was however our first time cruising with Norwegian, and will definitely be our last.

We had 23 in our group; fourteen of which were family members, adults and grandchildren (eighteen months to fifteen), as our son was getting married in St.Thomas.

That said, here’s the list of the things that made our family vacation disappointing;

** The entire cruise was spent navigating the rock of the ship:

I do understand that the larger ships are more susceptible to this, being larger and taller etc. but I have never been on an entire cruise that was so bad.

** The elevators were so incredibly slow:

By the time one came, if it wasn't already so overcrowded because everyone had to wait SO long at the elevator lobbies for them, and it was not uncommon that at east 3-4 elevators would stop on our floor, and we would have to pass on because they were already busting at the seams.

We honestly, (of course I did not chat with everyone on the ship) did not chat with anyone, when the elevators or sway of the ship came up, that wasn’t disappointed in the rocking or the elevator wait.

** Our dinner reservations we’re screwed up:

After being pre-made for 5:30 every night in the main dining room, for the fourteen of us, every night, there was an issue every night…and here’s the kicker, it was the same gentleman navigating the reservations, and the flow into the main dining room.

Now, I understand that there were four thousand + people on the ship, and it would be silly to expect that they would remember us, but…we were mostly fourteen, at the same time, with kids and two strollers…every time.

What are the odds that the reservations could be screwed up EVERY night?

Would you consider that be coincidence, lack of professionalism or just plain “too bad, too sad?”

We only had one specialty dining resturant that wasn't, really, only one!

** The water slides were shut down half of the cruise, and the rope course was literally open for about thirty minutes, one day (we know this because we always congregated in the area tucked in under part of the water slide, by the back entrance of the kids pool) and then closed because there was “ash” spewing from the exhaust stacks on the course and a portion of the deck.

** We were reprimanded by a deck employee because we brought a collapsing bucket for the not one, mind you, but two of my eighteen month old grandsons to play in.

The reason: because we were getting water on the floor in the “pool area”! REALLY!

** We were unable to port in Pourta Plata:

Now, I do understand if the weather makes it unsafe to port, and in all fairness, we were reimbursed $20 per person for our dock fees but, I feel, since the alternative was staying on the ship, the ship that was in the weather that made it to rough to port, the ship that because of which rocked even more than normal, we should have been compensated accordingly, either in on board credit or more time in another port, not just our dock fees.

Again to be fair, we were given a bit more time in St. Thomas, but it was on the front end of our port there, in the early morning.

** Also, explain to me why we docked at Tortola at 6:00am?

There was NOTHING for us; meaning us that did not schedule excursions, to do at 6:00am?

Most of the shops were not open at 6:00am, and it was too chilly to go directly to a beach, especially with my younger grandchildren!

Then…when we came back to the ship at 2:00pm, we’re all standing on the dock in a virtual windy “DOWNPOUR.”

Also, when they did start letting people back on the ship, it was a few at a time, and so slow that we were ALL literally drenched!

Personally, as irritating as it was for me, I was worried more about my grand children, especially the babies.

** The food in the “garden café” was for the most part, the same for breakfast and lunch, which was okay, and expected (which is sometimes nice) but it was never hotter than a bit above warm. How is that possible…every day?

** We were disappointed in the availability of places to shop:

There were only a few stores and though it doesn’t have to be an entire deck like the other cruise ships we’ve been on, I wonder what the comments would’ve been had the Casino’s area been the same square footage as the retail area.

** And then there was the smoking area…

Personally, I am the worlds most paranoid smoker; never inside, not directly around people, never in my vehicles etc…only outside.

That said, walking to the seventeenth floor, at the back of the ship was more of a nuisance than anything else, but okay, not my sandbox, not my sand.

That said, It would have been nice to have a smoking area mid ship, like the smoking…the inside smoking area, you have for cigar smokers.

** We purchased the “Starbucks” drink package:

When I went there on the Sunday, (the second day) I discovered that they did not have a regular menu selection like the regular stores have, which okay, I get it…but had I known that, I would not have PAID for that drink package. It was a treat for my birthday…I could have saved the money and just gotten coffee at the buffet.

** Customer service:

Our entire cruise was booked through my daughter who is a seasoned, and very good travel agent.

She herself had to go to the concierge seven times to correct problems for her family of seven, and though your representatives, at face value, corrected the problems, she ultimately just said “[censored]-it” as she was tired of trying to get the problems repeatedly corrected.

We, as many do, researched Norwegian, and the Escape, through social media, cruise blogs and word of mouth. Over all, there were good and bad comments, via person preferences, so though we were cautious in booking with Norwegian, we did mostly because we as a family are pretty good at going with the flow.

We all understand there are glitches and unforeseen things that happen when your dealing with this amount of people, in a confined area, but that only goes so far.

All that said, we were SO disappointed in the entire week!

My friends and I recently did a Norwegian Cruise from Doha, Qatar, to Port Louis, Mauritius. A month before we boarded, we were told under no circumstances would we be allowed on board if we did not have visas for Tanzania, even though none of us had any interest in getting off the ship there. However, Tanzania does not issue visas well in advance of one's arrival in that country. A few days before the ship's departure, Norwegian reversed its course and said we could board the ship w/o visas. When we boarded the ship, the rooms were not yet cleaned and would not be cleaned for hours after our arrival. Several of the shore excursions left us waiting in the ship's theater for hours before the excursions actually took place. Worst of all, there was literally no plan for the disembarcation of the ship in Port Louis. Myself and a few hundred other people were actually trapped for more than two hours in the stairwell between floors six and four on the ship, the fourth floor being the ramp for disembarcation. Even when this horrific jam was created, the cruise director kept calling for more and more groups to disembark, creating even further havoc in the stairwell and at the elevators as people leaving the elevators on the fourth floor only added to the crush of people already stranded there. At one point, the air on the fifth floor became so hot and dense that people feared fainting. Finally, we located a crew member who opened a door for us so a breeze could circulate. Otherwise, the crew left us stranded there in the stairwell with no announcement made regarding what had gone so seriously wrong. I took a video of the disaster. Please view and be horrified. While much of the crew in the cafeteria and the cleaning staff were pleasant, the people in charge of Shore Excursions and Guest Services were beyond rude.

I made n order # [protected] for a cruise sailing 1 Nov 2023 with the ship Prima

My flight was cancelled - The war in Israel, NCL confirmed the rsturn of my money. They promised - in 10 buisness days. I did not received my money, I phoned 3 times, it did not help. I need the money, I am un the army I am not working now. Please return my money, and a compensation, it could be for my next cruise, I have a gold lstitude

I am booked on an ncl cruise in august of 2024, and there are either no shore excursions available yet, or they are already sold out. So, if there are no shore excursions possible, why go on the trip at all? You have lost me as an ncl customer, and I won't travel with your company again, considering how unprofessional you are! I am a latitudes customer and will be done with ncl entirely, after this!

We are in Mauritius at the moment as we were due to join Norwegian Dawn cruising to Cape Town on 25th Feb. The ship is quarantined off the Island as Mauritian Government will not let them dock due to health problems. We have heard nothing from NCL no email's no information at all. We don’t know what is happening and feel that the Company are only interested in keeping things quiet to stop any bad publicity. The port side yesterday was chaos. We should have been informed and what happens now if the cruise is cut short by 4 days. Are we given options? We need to know.

The revised itinerary that omitted Mozambique was not what we had booked. Boarding in Mauritius was absolute chaos. Checking in took up to three hours in intense heat, pushing our own luggage Reunion. the town was totally closed on Sunday. We were not informed. Madagascar. the first port missed so at sea for two days. no explanation was given. Nosy Be. Some people missed excursions as we were late on arrival. We went ashore briefly. Two more days at sea. Four and a half hours to clear South African Customs before we got ashore in a coal yard in Richards Bay. No shuttle for 55 minutes. A nightmare as we were covered in coal dust. Port Elizabeth was lovely/ Mossel Bay was ok for those on excursions. Cape Town we love. Sadly, the chaos getting off in Cape Town meant that we missed our prepaid transport and lost most of the rest of our day. We have travelled on this ship twice before. We love the ship and the people in the restaurants, bars and other areas were lovely.

You are only able to cancel flights prior to paying your cruise in full. This is before they give you your flight information. My son has severe sleep apnea and cannot sleep without his CPAP at risk or stroke or death. I was booked on an 11:59 am flight. He was booked on a flight leaving at midnight which means he will most likely have to sleep. We have tried multiple times to get the flight changed to earlier so we don’t have to worry about him falling asleep and dying. This company could care less. Pretty much said we don’t care if you have a medical condition and could die. We have a group of 20 plus going. We are spending over $30k and they have no consideration for their customers. We normally book on Royal Caribbean. This taught us a lesson to jot book with Norwegian again.

Our family has booked a Hawaii cruise on February 24, 2024. We were under the understanding that a passport was needed as we read your information on the website. When we spoke with your customer service personal we were told they were unable to tell us what we needed and should read the website. We did, many times. Why doesn’t your worldwide company have any individual who is capable of writing a definitive yes or no? Is this clear enough for you? Your instructions aren’t clear AT ALL!

I’m so angry, and disappointed, frustrated,…..

To NCL Corporate,

I am a Haven guest for the second time. However, this next trip will most likely be my last.Your flight travel office needs to revise its standards.

My comment is would any of you accept paying $12,000 for a cruise and then have to sit in a airport for 11 hours to get on a plane to come home.

NONE OF YOU WOULD!

But that is what NCL does to its customers like me.

The time from deboarding to arrival at home is 17 hours. Absolutely unacceptable for anyone not alone a Haven customer. Quicker to drive from New Orleans to Pennsylvania

My suggestion is when your employees see a situation like this that they pick up the darn phone and call the customer

so they have a chance to make changes. Not after the reservations are set and expensive for the customer to change.

No one should ever have to accept this torture. Reservation [protected]

Scott W, Grob

Expressing Disappointment and Seeking Resolution for Itinerary Change

I am writing to express my deep disappointment regarding the recent itinerary change for the upcoming cruise. My decision to choose this cruise was primarily influenced by the prospect of visiting a different port each day. And I have particular interest in exploring Tortola

I trust that you understand the significance of the chosen ports and their contribution to the overall experience.

I kindly request that my concerns be noted, and I am hopeful that the cruise line will consider providing an appropriate compensation to address the impact of this unexpected change.

Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.

I got bumped from the flight that NCL sold to me making me not able to meet up with the ship for 3 1/2 days.

Again, missed the first 3 1/2 day.

NCL will not refund me the regular gratuities, the upgraded beverage package gratuities, the per day WIFI charges and the full per day cost of the upgraded beverage package.

I WAS NOT ON THE SHIP TO RECIEVE THESE SERVICES, yet they still charged me.

I did not ask for refund of the cruise charge.

This was NOT my fault that NCL put me on an overbooked flight.

Prior to our cruise in March of 2023 I contacted the agent regarding the Group Leader bonus and extra discounts from a previous canceled cruise. I reached out to the agent shortly after the final payments were done. Received no response, so I submitted (2) cases to NCL before the calendar year 2022 ended. I received no responses to either cases. I sent a letter addressed to the CEO, no response either. Sent a follow up letter to the agent and the CEO once again. The agent informed me that he sent the bonus to one of the people in my group and suggested that I get it from him. I asked that he alert the passengers and refund me as I was the Group Leader and signed the contract. No respone from the agent. Sent all communications and case numbers and a final letter to the CEO, have yet to hear a response back from NCL. Unfortunately I reside in California it makes it hard to file in small claims court in Florida.