Norwegian Cruise Line
Reviews and Complaints

Hi ther , your comps took the bill payment twice out of my account, left me with no money for rest of holiday once off the cruise ship,Norwegian escape. I was stranded and had no money to continue my journey. I want to claim all monies back plus cancel future cruise and be compensated by your companies error as this has caused emotional and financial distress to myself and my family.

I have taken 12 cruises since 2006 with Norwegian and am now to Sapphire status. I have been noticing over the years that the customer service to platinum has declined. Yes you get 2 extra specialty dinners and a free bag of laundry but if you read the tier benefits there should be a concierge to help make your reservations for dinner , entertainment, and excursions , people to seat you in the theater, early access before the cruise to book restaurants, and a behind the scenes ship tour which I looked forward to. We had none of this. I asked a crew member outside the theater if there was special seating for platinum, they had no idea. Same answer calling before the cruise to make my dinner reservations. I was told I had to do that on the ship where I waited probably 20 minutes to do. Priority embarkation is great, but friends that traveled with us for the first time on NCL paid for this so there was a longer line than normal. The cruise was great and our first time friends bought 4 cruise next rewards but I really wish there was more recognition for loyal NCL cruisers. It seems now the only ones fussed over are in the Haven. We cruised in an aft cabin haven suite in Feb and loved It.

Our reservation # was 4581673 RM 11156 Aug. 8th thru 15 Alaska out of Vancouver. I just had to vent.

Thank you

Donna Hepner

Hello,

I, Amanda Peavey, reservation #[protected] checked into stateroom 9254 on the Norwegian Breakaway on Sunday, August 14,2022. When I opened the minifridge there were 2 roaches in the fridge. I took a napkin, killed them and threw napkin in trash.

I immediately went down to customer relations desk and complained. They moved from mid ship to aft, over the engine to room 9912.

Two nights later, we discovered roaches on the bed in that cabin.

I decided not to say anything because I knew that the boat was infested and no where would be safe.

Needless this affected my dining, my sleeping and every other activity.

I will never cruise on Norwegian again.

I am thoroughly disappointed and my vacation I had planned for so long after the pandemic was ruined.

Amanda Peavey

We are seasoned cruise vacationers. 30 plus. It seemed that from the beginning in signing up for this cruise to walking off the ship after the cruise we have had a difficult time. The agents in the beginning were not that helpful and expected us, the customer to fill out all their forms and information ourselves. Required questionnaires were difficult to work through and manage. The day of arrivals was a fiasco also with the security and registering procedures. You expected old people to use their phones for verifications etc which we are not that familiar with the technology. Upon arrival in our cabin, we found it smaller than many of the other lines we have sailed with and was charged for the so called up grade. Ship personnel in general we pleasant will the exception of the bar tenders. (And we only drink soda, not alcohol. General food was of the average and in most cases sub par from other lines. Offering were limited in taste and quality. My wife was injured the second day. She tripped over some chair legs and carpet strips and sprained her ankle and fell on her kneel of the leg that she had hip replacement in march. I had to spend my day in Juneau, traveling to areas where I could purchase medical supplies and braces costing me greatly for transportation and missing out for our dinner at the Crap Restuarant. At this time we needed a wheelchair to transport her for dining. She did recover enough to go out on our excursion in Ketchikan. Dining in the restaurants was sub par for both food offerings and service. Entertainment was amateurish and sleezy. The missing of the Skagway port was very disappointing but understood the reason but replacing it with Icy point was not. One of my biggest complaints was the Victoria visit. If I was told that we wouldn't arrive in Victoria until 8 pm at night, I would have chosen a different cruise because we were looking forward to visiting the Buchart gardens again. The injury to my wife caused us not to be able to do or visit what we planned. The inefficiency of the performance of customer service both on and off the ship was very disappointing. Our so called cruise coordinator did NOTHING to help. and it seemed that when we needed something done, we were the ones that needed to do it. Sorry, but with our other experiences with cruises, this one didn't even come close to our standards.

Group cruise using a "promotion" made months in advance of departure on October 9, 2022.

Were told they could not guarantee airline we preferred, but we should be together as a "group" . Part of our group on same airline and same times. The other 7 of our group split up into 3 different flights. Group reservation should mean something! We have various health needs in the group and planned to help each other out. We have called the airline and there are seats available but were told that NCL is only one to make changes.

After several days talking to NCL, they WILL NOT BUDGE on policy to help us. One of us (senior) will be traveling by herself, two not arriving into NY until later, therefore rushing them (will need wheelchair), and other four traveling to Newark. Not sure if representative in the Air Dept for NCL was a new employee, but this really is unacceptable. We are still over 50 days out before our cruise date. We have learned our lesson, not to accept a "promotion deal" at all. DO NOT BOOK YOUR FLIGHT ARRANGEMENTS THRU NCL. MAKE YOUR OWN.

Because NCL refuses to help getting us together on same flight from small airport, we will not be cruising with them again nor will we recommend NCL>

Hello, I cruised on Norweign Spirit on 8/5/2022 to Alaska. I was looking forward to this cruise for over 1 year. I flew into Seattle and boarded the ship there. I found that the customer service was not very nice at all. First of all I had paid for evertying in advance, I understand they take your card info and at end of curise they bill you, but I was told they hold money everday and what you dont use they give you back,this was so confusing, i was told at end of cruise, that I could get cash back, but did not, i dont like the way they did things, I know i was not the only one, I heard others compaling about it, I also paid for the upgraded Wifi where i get streaming, and there were problmes with it, they did give me ond ay of credit, but still was not very good, when there were excursions outside, not sure where to go, the whale watching had 4 different events at same time and noone to tell us the correct spot, finally someone came to tell us, could not hear the captain from my room, and the food serviced in the buffet was Terrible. The same thing all the time and it was cold. I would not take the Sprit again, i have traveled another norweign line the Escape in Oct 2019,a nd it was m uch better thant he Spriirt. Very disappointed in the service I received on the ship

I had the misfortune to break my ankle just 4 days before my cruise. Apparently, it is an ugly break that requires additional medical attention. Since I am unable to walk it was necessary to cancel my vacation.

Cruise line informed me because it is too close to our departure date the penalty is 100% of the price I paid, ie you get nothing. I did purchase insurance which only covers injuries while on the cruise. I was supposed to purchase a different insurance - the one I never saw advertised.

Since that cabin has been paid for and I have a friend booked on this same cruise and has an inside cabin, I asked if she could move into mine, Nope can't do that either.

Bottom line. You get hurt or ill, they get your money and you lose.

On 4/2019 we went on a NCL cruise and an agent convinced us to spent $1000 to purchase credits on future cruises and they would match our $1000. we spent $l000 for that credit and were told clearly that we could use these credits either for our family and for ourselves. ($2000 total)

Covid Hit.

I called numerous times to make sure we still had our cruise credits and each time asked if we could use the $2000 for a future cruise and was told every time by every employee YES. i even asked if it could all go towards one cruise and again was told YES.

3/4/2020 I called again and talked to our cruise consultant Juliette. She assured me we were fine and even gave me her personal number to contact her with concerns but that the credits were still there and we had another two years to book a cruise when we felt safe.

Finally on 7/28/2022 i called to book a cruise with NCL. When we were finalizing the cruise i was told I COULD NOT use the $2000 credits..only $250 per cruise. I was shocked and said i was given misinformation by several agents. I was sent to a resolution supervisor and she was rude and blunt. She said she checked the phonelines and i had never called..not true! she said i should have read the fine print and it was my fault but i told her i had asked specifically if we could use all of our credits towards one cruise and was told yes. she finally thanked me for calling NCL and hung up on me.

I have sent emails, letters, called and waited online to chat. on 8/8/2022 I waited to chat nearly four hours. I was actually told i was #1 next in line for nearly two hours when i finally disconnected. I do not know where to go.

We are retired and on a limited budget. If i can not use my $2000 credits, I would like my $1000 refunded to us.

Please help us. Please.

Thomas Gardner - Hope Gardner

[protected]@cox.net

]NCL account number 246 963 21 and [protected]

[protected]

NCL booked the flight it arrives Friday but the ship doesn't sail until Sunday. I didn't request this day early arrival. I have requested help and also requested to speak to my agent's supervisor or their complaint department. My agent refuses to forward me to either of those or provide their number. I've been very frustrated with him. We've booked four cruises this year but get very little assistance and constant misinformation. I need a place for my husband and me to stay the day early NCL has us arriving.

Please stop sending promotional mail to my home. We will not be getting the Covid shots and will therefore not be able to cruise with NCL.

Randall Raley

29791 Sloop Dr

Canyon Lake CA 92587

After not travelling for the past two years my spouse and I were excited to book a European cruise with Norweigan Cruise Line. For the first time we also booked our airline with NCL... big mistake. We were shocked when we received our airline booking. It had multiple stops and a 5 hour layover! We found more direct flights with a much shorter layover. We contacted NVL and our travel agent several times only to be told no changes were allowed even though our tickets stated they were flexible. So beware fellow travellers and stay away from NCL. Avoid disappointment and frustration.

My name is Agathe Braithwaite, Reservation # [protected] & [protected] on Jewell for Aug 15/22.

2 weeks before departure we find out our foursome is booked on different flights. It was understood when we booked that we would be travelling together because of travel arrangements to get to Detroit airport from Canada. The 2 couples have a 5.5 hour difference in flight bookings. This presents a problem given that we have to make special travel arrange together to travel from Windsor to Detroit Airport. Our cruise was booked in March/April with the understanding that flight information was to follow. Just this past week we received the flight info showing different travel arrangements for our foursome. When we need seek resolution your representative would only refer us to the air travel terms and conditions which we was just received with the flight info. Your resolutions representative would not consider our dilemma and eventually hung up on us when we asked to speak to a supervisor. We called back and spoke to Crystal and her comment was there was nothing she could do. We would not have made such travel arrangements if this would have been known. I am a Gold Member and future travel with Norwegian may be in jeopardy should no resolution be found.

On June 16th my wife and I went the Getaway for a week cruise. Boarding was a nightmare. After paying for a rapid covid test were we told by a boarding person that the 3 day test was not valid but for $75 each we had to take another test. After paying for the test we were told to join the line waiting(with the general public) waiting to board the ship. After the test we went through 4 separate stations, waiting about 1/2 hour per station showing the same exact papers at each station,

On June 18th we took a tour of the Dominican Republic. At the last stop on the tour my wife was tired and stayed on the tour bus. The bus driver started leaving I'm still on the bus", the bus driver told her that they woud be back. He drove to a tour bus rest stop, got off the bus locking the door leaving my wife on the tour bus alone.My wife called and told me what happened. When I told the tour guide he told me Don't worry they will be back then he walked away ignoring me. An hour later the tour bus came back.

I wouldn't sail with this company if the BIBICAL FLOOD came again

We had 8 phone calls with gabriel zorrilla (personal cruise consultant with ncl) concerning our flights starting at 109 days out from cruise. Every time we received notice from air canada for our trip home which was scheduled from montreal (the cruise did not even stop at montreal) to toronto to home. I spoke to gabriel each time requesting that we fly from quebec as this is where the ship docks, and further we booked an extended stay through ncl which they booked hotel pur quebec for 2 nights. Gabriel kept reassuring us at 110 days out that the flights were not final (permanent) and were just “place holders”. My brother-in-law walks with a cane so we paid extra to be on the same flight from same town. Ncl just sent a notice a couple of weeks ago that they no longer honor. Finally, on july 23 when ncl finally emailed us the true flights which they waited for 56 days out so now we only get 25% instead of 50% of what we paid for this cruise refunded. I immediately contacted ncl after on hold for 2 hours for flights office I spoke to stephanie (very curt). She stated that was the flights and ncl would not change and stated there were a lack of flights out of quebec. This is not true because my husband found 12 flights from quebec on september 23rd. Further, she stated that we could have taken the $75 shuttle but since we made hotel reservations through ncl we would have to take a train at our own expense. The problem with the train is the earliest train from quebec to montreal is 6 am and it is a 2 and ½ hour ride. The train station is 30 minutes from the airport. We would not make it to the airport by 8 am as we should for the 10 am flight ncl scheduled so this does not work for us. When I inquired who was paying for this train she stated we would have to pay and get reimbursed by the travelers protection insurance. Then I contact ncl again to discuss the train problem, as well as the 12 flights from quebec when I spoke to another employee in resolutions by the name of victor after waiting on hold for 2 hours and explained all of this he stated he could not change flights because we agreed to these flights but we did not agree to and tried on several occasions to change and victor hung up on me. We recommended to katherine in the executive offices of ncl that we could give up our hotel reservations and depart straight from the ship to the airport. However, we were told we would have to forfeit land, air and cruise. Ncl also keeps telling us to use our travel protection insurance for refund. We sent it to aon (company we purchased from ncl but it will be 21 days before they review. When I contacted the accounting department at ncl regarding the refund, I only got a message that they are behind on the refunds. As you can see this company is very unorganized and I truly believe they are in trouble by the long waits every time you contact them. Ncl should work with their customers to understand their needs. So unless you want to be a senior citizen as we are and lose over $3228.50 of your money, I would not recommend using ncl or gabrielle zorrilla as cruise consultant as he is dishonest because air canada called me back when I was on the phone with gabrielle so I conferenced him into conversation which he was not happy and air canada told me these flights were booked since march 2 which was well beyond my initial conversation with gabrille who just tells you anything. Use a more reputable customer friendly company that at least lets you use toward another cruise. We have been on about 20 other cruises and never experienced anything like this before. Terrible shady company.

Norwegian Encore Oct. 23rd. I have paid 14383$ and the price this week end is 12842$ for the same room. My travel agency called on friday to see what you can do for it and "nothing" was the conclusion. We traveled 3 times whith you this year and we are very frustrated about it. We will reconsider to make cruises with Ncl in the future.. When something like that happen with Celebrity they upgrade us.

Danielle Richardson / Claude Touquet reservation number [protected].

[protected]

We hope to get good news from you.

7/21/22 - Overall disappointed with buffet food quality, closed Restrauant’s and difficult to find customer Svc desk open. Realize staffing shortage was a problem but disappointed overall. The staff we interacted were well trained, just not sufficient staff. The last straw was after paying for a insurance Policy that NCL recommended (AON Affinity) for COVID and catching COVID. AON still has not issued a a check. AON confirmed they received my claim on 5/24/22. AON finally answered one of my follow-up messages on 7/8/22 they were busy and would get back to me when claim processed (no date). Meanwhile I keep receiving adds from NCL. Why would I even consider a cruise when I am still waiting for insurance payment.

My reservation number was #[protected] booked for Alaska October 9-16, 2022. Last month, July 2022, I booked and paid for our cruise in full! We had signed up for a special that Norwegian was running where the second guest flies free. I called 2 days ago to make the flight reservations and they gave me 2 seperate prices, one with transportation and one without transportation. I told them to let me call my husband real quick to see which one he wanted. He stated to get the one WITHOUT transportation because he's seen bad reviews about the shuttle system. I called back and told them to book a flight without transportation. So they then gave me a different quote. I told them no, it's supposed to be $478 and that the transfer fee needed to be taken off. Then Norwegian representative kept putting me on hold, then I get an email with a billing statement stating that I owed them money but they still didn't take off the transfer fee. I called again, and explained the situation. Then I get another email stating that my cruise is being canceled for nonpayment. I've called multiple times trying to get them to correct the amount owed and book the flight, but I have had nothing but issues with this. BAD CUSTOMER SERVICE! We are first time cruisers with Norwegian and this is completely unacceptable!

I called the number that was listed on the website as the air number, after someone did answer I was informed that it was the regular customer service department, and that I would need to talk to air. He transferred me and stayed on the line, after he checked back 3 times without the air department answering, I asked him for the direct number to air and I would call back. He gave me a different number. Then next time I called again when a person answered it was regular reservation I asked to be transferred to Air I was on hold for an hour when I talked to someone they said that it was within 75 days and no changes could be made. We had not been issued our flight tickets and just wanted to add an pre cruise day in our initial port. Last time we used your flight service it was 40 days to request a change. Since we wanted to add a day I am sure your partner hotels would be thrilled that they lost out on a reservation, especially when the cheapest partner hotel was well over 400 a night. This might make sense if we already had our air confirmation, but prior to travel being booked in my opinion is because you don't want to be helpful and don't care about your customer service reputation. After being on hold in one of the prerecorded messages the phone gets noisier with static, maybe this is a tactic to make people think they have a bad connection and hang up, happened every time I was on hold. I am a haven guest and have used your air one other time, we were booked on a horrible red eye. I don't care how many people fly free I won't use it again, and will look at other cruise lines.

NCL canceled and rebooked my 7-day Hawaiian island cruise 3 times in 2 years. First sailing was supposed to be April 2020 and I paid in full by the due date. In March of 2020 I was told that cruise had been suspended but if I would be willing to rebook for a later date there would be no additional fees as well as the addition of free upgrades and future cruise credits; if I chose to cancel and since it was so close to the embarkation date, I would lose all but about $500. I rebooked the same cruise for August 2020, and it too was cancelled in July of 2020. again I was given the same "choice" as above: rebook with even more bells and whistles at no additional charge to me or, lose about 95% of the money I had already paid. I again rebooked for a much later sailing date of November-December 2021 as I believed the NCL propaganda machine with their promises to deliver. This rebooked cruise was suspended in March 2021 and for the third time I was given a "choice" of rebooking the same cruise for a later date with upgrades and future cruise credits or, losing almost all the money I had already paid. I foolishly rebooked the Hawaiian island cruise and added another state room to my booking which was for March 2022. Suspended.

During this period I spoke with six different cruise consultants and received several emails from the VP of guest services (Katty Byrd) and the President and CEO of Norwegian Cruise Line (Harry Sommer) indicating that all active future cruise credits would be extended until the end of 2023 and a full refund of all payments would be returned to the original form of payment by June 21, 2022. In my NCL Latitudes (Future Cruise Credits) Account there is a total of $5586.26. I have received a refund to my Visa credit card of $486.61. I paid a total of $13969.43 for this cruise in 2019. NCL states that after reviewing my account I have the "choice" of carrying my future cruise credits over to another cruise in the future or having the balance of my Latitudes account, $5586.26 paid out. This leaves a difference of $8383.17 of money that I paid from two credit cards (Visa and American Express) that NCL is keeping for not providing the service they promised. I have every email, invoice, receipt and phone call documented from May 19, 2019 until July 4, 2022 that shows I did everything possible to comply with NCL's offerings and abided by their policies in the the spirit of good faith while they absolutely did not comply nor honour their own company policies.

When we booked the cruise and when we made final payment we were told following when asked specifically,

1. If booked thru NCL, air tickets will be issued 45 days before actual date and today we are 30 days away and still not received any tickets but some airlines send email about our flights being cancelled!

2. Only one stop or non stop flights will be reserved but many of my friends in same group have 2 stops and my online account shows tentative 2 stop and the return date is wrong even though my booking shows correct date and I called them 3 times already to make the correction

3. When booking we were assigned a group coordinator to help us plan the entire group planning but they kept passing the group to diff reps and none of them return calls when we call!

4. When booking, we had specifically mentioned that my parents will be celebrating 50th wedding anniversary and hence the trip was planned and they r old and need lot of help with different things...their tickets are not yet out, their online account shows no info on air tickets and when called their system shows wrong return date! This is how NCL helps planning ! Just ridiculous and pathetic!