Business ProfileforNorwegian Cruise Line

I am writing to request a refund for the shore excursion "Rome & the Vatican" (CIVX5211) on 5/30/2024, which my husband could not attend due to illness.On May 29th, my husband fell ill with a fever, body aches, and congestion. Despite our hopes, he did not improve by the morning of the 30th. At 6 am ship time, I contacted guest services and was instructed to:Write "cancel" on the excursion ticket.Inform the shore excursion representative about my husband's illness at the meeting location.Visit the shore excursion desk after the tour to request a refund.I followed these steps precisely. After the tour, I waited in line at the shore excursion desk for 90 minutes. The representative denied the refund, citing NCLs 48-hour cancellation policy. Despite explaining the situation and following all given instructions, my request was dismissed without empathy or professionalism.When I asked to speak with a supervisor, I was told none were available and that they would return my callwhich never happened. Another representative later informed me that refund requests could be addressed post-cruise. Visiting the ship's doctor for verification seemed unnecessary given my husbands clear symptoms and our existing medical supplies.Confirming my husband had COVID-19 validated our decision to miss the excursion. This experience has marred what was meant to be a celebratory trip for my 50th birthday. Despite booking another cruise with NCL, my confidence is shaken.I urge you to reconsider and ***** the $379 refund. Additionally, note that our Tuscany excursion was shortened by two hours without compensationsomething I will pursue if necessary for fair treatment.Life happens, and customer service should reflect understanding and empathy. Please address this issue promptly.Thank you for your attention.