Norwegian Cruise Line

My name is Ketty Almonte, I bought a cruise from NCL Norwegian Cruise Line on February 5, 2020, for the amount of $ 1914.36. The reservation number was [protected], departing from March 22 to March 29, 2020. It was paid with a credit card, and this reservation was canceled due to the Covid-19 pandemic.

I received on March 14, 2020, an email informing me about the cancellation, including the reasoning and explaining the refund choices. In this email they explain that all guests will receive 100% of the money back which was spent on the cancelled cruise. Or you could buy another cruise with the money spent on the cancelled cruise, with the addition of 25% extra added to the original price spent. We decided to take the 125% refund.

Then I received another email on March 21, 2020 informing me that for each adult I receive $ 702.59 plus 25%, that being $ 175.65, and for each child $ 205.90 plus the 25%, that being $ 63.65. We received a credit of $ 2295.58 to be used on a future cruise.

I made a new reservation for a cruise on March 26, 2021 using my cruise credit refund, with a direct NCL Agent, that being Mr. David Abarzua. The reservation number was [protected], departing from December 4 to December 11, 2021 with an amount of $ 2246.06 that was covered with the refund received explained above. When I made this reservation, the Agent who helped me explained to me that the NLC policy was requiring Covid-19 vaccines for all travelers until October 31, 2021, meaning we had 16 days before the cruise day to cancel or move the cruise for the next year 2022 without being penalized (If the vaccines did not go out for the minors).

I received an email on October 10, 2021 offering me an improvement to my room, but when I enter to the NCL account to check the offer and enter the reservation #, I get an error and I decide to call NCL to speak with an agent. At that moment I found out that my reservation was canceled, the agent first informed me that I had to make a payment, and then he changed his answer, he then said it was that I had minors in my reservation without the vaccine. He said an email was sent to me but that I didn't respond and it was canceled since all travelers need the Covid-19 vaccine until December 31, 2021, according to the new NCL policy. I told the agent I was not notified, since I did not receive any email, nor was I contacted by phone, nor by mail, and how they made that decision for me without finding out if we were already vaccinated.

I have submitted several complaints to NCL Cruise Line Guest Relations, and the answer to my complaints was to tell me that they did not receive the payment, and that was why my reservation was cancelled. I explained that they sent me emails that I never received. I don't understand why I have to make a payment for this reservation, if I am using the credit refund for an amount of $2295.58 of the 2020 cruise that was canceled and it covered the amount of $2246.06 of the new 2021 reservation. I do not understand why my credit refund was not accredited.

I submitted another complaint, asking to check my case and asking to get my credit back since I was not the one who canceled the cruise, but NCL did it according to not receiving the payment, then because I had a minor without the Covid-19 vaccine, both being unjust penalizations. I do not agree with this since I was not the person who canceled the reservation, and I was not notified.

I submit another complaint and I received an answer from Mr. Warren May. Mr. Rose also contacted me, saying my cruise was cancelled for an outstanding balance. He sent me an email that explained the credit was accredited to my account, his answer being, your cruise total was $2246.06 and we credit to your account $1914.36 that's why we have a standing balance and NCL did not receive the payment that's why it was canceled.

I explain again, pleading they check my case again, because when my cruise was canceled in March 2020, they gave me the choice of whether I wanted a 100% refund to my credit card or a 100% refund plus 25%, in total being a 125% refund to use in A future cruise which I accepted, which gives me an amount of $ 2295.58, I send the letters that proved what I received in relation to the cancellation and a letter explaining the credit they had given me, and also the confirmation of the cruise that I booked on March 26, 2021 which indicates the payment schedule that should be credited from NCL with the dates and amounts of the first payment. The date being [protected], $ 250 extra not being added making the final payment 8-6-2021 $ 1996.06 which NCL had to credit in my account.

I explained to him that I did not understand why they only credited me the amount of $ 1914.36, and not the 25% ($ 175.65) per adult and ($63.65) for children that was given to me. I asked him if he calculated the amounts it should have covered the entire amount of the cruise. Since in the beginning the cruise was canceled by NCL due to the Covid-19 pandemic.

The credit in question was never added to my original balance. It is under the company's system, meaning it was their responsibility to add the credit to the original balance. Because when I made the reservation the agent that helped me should've known that.

To summarize, I had been told that the cruise was cancelled for us because we had not paid for it completely, even though we did, and it was management that had not put the extra 25% reimbursement as promised in our balance. Keeping in mind this extra 25% the employees didn't put in would've paid for the trip completely. This was completely out of our control, and it was the first unjust penalization inflicted on us.

Secondly, when I called to resolve this issue, I was then informed that it was an issue of not having my two children, both, who are minors, not vaccinated instead. It was unprofessional to tell me incorrect information on the situation, which leads to my next protestation, where the story is changed again and again. This time I'm told that the problem is my "outstanding balance," which caused the cancellation of the cruise ship for us. I was supposedly contacted through email over this problem several times, but I have reviewed my inbox meticulously and there is no communication from any employees there. Finally, I show evidence of my 25% credit, and get blamed for not using it when it was out of my control.

Even though I as a client had reason, NCL refused to accept their errors and correct it. The error is the NCL's fault, and instead of fixing it, they kept my money, and never gave me the service I paid for.
I asked NCL guest services to review my case several times, and I gave proof of my credit refund, but was penalized for a cancellation and they kept all my money. The only solution I received was "I am truly sorry but a fee waiver for the penalty amount will not occur. Thank you for granting us this opportunity at a final response."

I just returned from a 3 day cruise to the bahamas on board the norwegian cruise line's sky ship.
The vacation was a nightmare from the time we got on board.
1. The rooms were not ready when we checked in (at 2pm with the ship sailing out at 5:00pm)
2. The staff discriminated against individuals. For example, ceratin male guests were allowed into the dining areas without shirts on, while others were not.
3. The food in the buffet was of a very low quality in terms of taste and presentation.
4. When dining in the restuarants, you had to wait 1 hour for 2 eggs and some toast.
5. The toilet in the cabin did not work for the entire 2 days of the cruise.
6. The $100 credit to compensate for the discomfort of a non functional toilet could only be used on board the ship.
7. The refund of the cruise fare could only be used toward another ncl cruise.