Complaints

This profile includes complaints for Norwegian Cruise Line's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Norwegian Cruise Line

  7665 Corporate Center Dr Miami, FL 33126-1201

• 

  Norwegian Cruise Line

  7300 E. Hampton Avenue Ste. 102 Mesa, AZ 85209

• 

  Norwegian Cruise Line

  711 12th Ave New York, NY 10019

• 

  Norwegian Cruise Line

  1811 Princeton Lakes Dr Brandon, FL 33511-2231

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We joined the *** cruise to ****** on March 1 for 7 nights. The foods were terrible and the entertainments were lousy. The worst was that we had $318.88 refundable onboard credit which we did not use it on the ship. The service desk agent told us that *** will send a check to us within 7-10 days after the trip was over. We wait for 3 weeks and did not receive any check. Submitted a claim from the ***'s Contact Guest Experience website started on 3/23. Then got an email asked us to submitted another request to ************************************** but there was no link to submit the request. Contact *** again, they said they will talk to their supervisor about this case and will contact me within 2-3 days. This kind of responses and inquired back and forth for 5 times and still no right answer. I was so upset the way of *** handling this business.

  Business Response

  Date: 05/02/2025

   

  Good day,
   
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
   
  Please be advised that the consumer submitted a case to our post-cruise ************************** Kindly refer to the attachment showing the letter we sent to them via email. 
  
  Upon an additional review of their submission and our response, we have determined that their concerns have been addressed in line with our policies.  
  
  Our payment services team has informed us that there is a new process in place for refunds due to our guests from any balance due on their statements for this sailing.  We acknowledge the consumer ran into issues with this process.
   
  Our **************** has advised that, in the email the consumer receives has  instructions on how to process their refund, it states that the consumer should reach out to ******************************* for assistance. If they have already done that, then they should allow time to process.
  
  Feedback from our valued guests is vital to the continued success of our organization, and we sincerely appreciate the consumer sharing their impressions. While we regret any disappointment the consumer experienced.
  
  We appreciate this additional opportunity to respond. .
   
  Kind regards,
   
  ***** W
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer Answer

  Date: 05/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I finally got the electric refund from *** yesterday. Although it took more than two months with non responsible anwers, the issue was finally resolved.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went on a cruise from 3/17/2025 to 3/22/2025 on the Pearl out of *****. The first day we were supposed to dock in **********, Bahamas. The captain came on the intercom system and said that it was too rough to dock and that we would continue sailing to our next port-of-call. He apologized for the inconvenience and then stated that every cabin would receive a $100.00 credit. Fast forward to 4/15/2025 and when I inquired about it I received a cut and paste response about rough seas and missed ports. I continued to call the company and was put in touch with **** who is awesome by the way, and he told me that it was something that happened on board and gave me number to call. I have had no luck getting this refunded to my credit card. If other people got the credit, then so should I. It went a long way to quell the onboard frustration, but now I'm really frustrated.

  Business Response

  Date: 04/18/2025

  Good day,

  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.

  Kindly be advised, as per the letter provided to guests onboard, we extended a $100.00 non-refundable onboard credit to each stateroom for the itinerary change. Please refer to the attached letter and the guest's onboard account statement showing the compensation that was promised and applied toward their onboard account. 

  We appreciate this opportunity to address the consumer's concerns and hope to welcome them aboard a future Norwegian Cruise Line sailing. 
  
  Kind regards,
  
  ***** *.
  Guest Experience Coordinator
  Norwegian Cruise Line

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 24 2025 I booked a 2-Bedroom Family Villa in ********* on Norwegians new ship, Aqua, for myself and two other adults. At the time of booking, I was explicitly told by my assigned NCL cruise consultant (***** *******, who is now in management) that the second bedroom in the villa included a queen-sized bed, which was essential for accommodating two adult guests with privacy.After securing the booking with a deposit and planning the entire vacation including booking flights, a pre-cruise hotel stay, and arranging time off workNorwegian changed the room layout. I was later informed that the second bedroom would now have a twin-sized sofa sleeper or bunk beds, drastically reducing comfort and eliminating the privacy that was a core reason for selecting that suite.Despite raising this issue through **** guest services and executive channels, including a call from a corporate representative, I have been told that my only options are to cancel the cruise or rebook into a more expensive suite. Norwegian has refused to provide any form of compensation, adjustment, or suitable alternative.I have documentation supporting my original booking expectations and screenshots from their own materials at the time showing a different room layout than what Im now receiving. Other customers in similar situations have been offered onboard credit or even second staterooms to help resolve the matteryet I have been denied similar consideration despite being a loyal Haven guest and Norwegian shareholder.This feels like a clear case of bait-and-switch tactics and an unwillingness to honor the advertised and verbally confirmed features of a premium, high-cost accommodation.This complaint is as a case of misrepresentation of cruise services, and I am prepared to provide documentation, communications, and screenshots to support my claim.**** **********

  Business Response

  Date: 04/22/2025

  Thank you for forwarding *************** complaint and allowing us the opportunity to respond.   
  Unfortunately, there was a short period of time that the H6 on the Aqua did not have the correct description for the queen bed in the second bedroom and it is in fact a convertible sofa bed.  This has been corrected.  While we make every effort to ensure the information published on our website is accurate sometimes there are  discrepancy's. It is for this reason we do state that: *** makes no representation or warranty as to the completeness or accuracy of the information contained in this site. *** reserves the right to change or modify any of the information contained in this Internet site or to the services described therein,  on our website.  
   All reservations made on the Aqua H6 category that are outside of final payment period can make any changes to the reservation without penalty, therefore no compensation is being offered.  As I am sure you understand that we must be fair and equitable to all our guests and therefore we offered every guest the same.  To offer some guests more than others would be unfair.  
  We look forward to welcoming Ms. ********** onboard soon, 

  ***** *********

  Resolution Specialist NCLH

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23203572
  
  I am rejecting this response because:I was going to book a larger suite and was told I didnt need to because the new ship has a room with the second bedroom with an actual queen bed like the other Prima Class ships. It was not only in images but multiple room descriptions. This is the 3rd Haven cruise I have booked a year ago through ***** ******* who is now in management. If he was that competent to be moved up to management I dont believe this was a mistake he would have made. Ive been talking with a very large group of people on multiple FB pages and most of the people with Travel agents are getting OBC to make up for the room discrepancy. There have been several people who are outside final payment and sail a month before me and have gotten OBC. I really love Norwegian and really want to continue to sail because I love the Haven and have always been satisfied, but the way this is being handled is very disappointing. Ive provided screenshots as well as one from someone who still hasnt made final payment and doesnt sail till September. I can provide plenty more from guests and travel agents. Im only asking for something fair, all 3 adults in this cabin have taken time off work bought plane tickets, and have pre-cruise hotel rooms booked. We shouldnt have to cancel and rebook due to change's made. I cant attach screen shots they wont upload but am more than happy to send them another way. 
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 04/29/2025

  I am sorry that you were not happy with my response, as mentioned currently we are not offering any compensation to guests like yourself  that booked and reservations are outside of the final payment period at the time the announcement of the bedding change was made.  These guests have the option of changing the reservation to a different room type, or ship and sail date without any cancellation penalties.  We cannot make any exceptions to do so would be unfair to other guests booked into these categories,

  We do look forward to welcoming you onboard in October

  Kind regards

  ***** *********

  Resolution Specialist NCLH

  Customer Answer

  Date: 05/05/2025

  Room discrepancy, Im really bothered by the fact that it is simply untrue that they are saying they havent issued OBC to those that havent paid in full. I attached screen shots from people Ive spoken with who have in fact received an OBC and wasnt paid in full when they received it. Having booked this cruise over a year ago and booked the room based on what I was told and was advertised it is completely unfair to us since we have requested time off work booked flights and hotel. 

  Customer Answer

  Date: 05/05/2025

  Room discrepancy, Im really bothered by the fact that it is simply untrue that they are saying they havent issued OBC to those that havent paid in full. I attached screen shots from people Ive spoken with who have in fact received an OBC and wasnt paid in full when they received it. Having booked this cruise over a year ago and booked the room based on what I was told and was advertised it is completely unfair to us since we have requested time off work booked flights and hotel. 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23203572
  
  I am rejecting this response because:  It is completely untrue Ive spoken with people who were outside of the final payment window who received OBC. Ive provided screenshots 

  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** still owes me a $100 refund check to be mailed to my address on file for the cruise below: November 6, 2024 #********they were supposed to send TWO refund checks out , for EACH passenger on the reservation and so far the only check mailed out was for the 2nd passenger named ****** ******. ****** ******* still has not received her check let me explain 1. first of all the cruise never stopped at the first port of ************* cay, so we never experienced the first port, we were stuck on the cruise ship and not able to get off 2. we had to file at least 10 complaints and get security involved due to the out of control guys in the room right next to us that yelled at us and called us names many times. they even threw glass on our balcony and i had to call security about my safety. I also went to guest services many times about not feeling safe in my room. NOT one time the first day did they offer any resolution or to move my room away from these people. finally on the last day they suggested a room change but it was a DOWNGRADE lower floor on opposite side of the ship from where i was.3. guest services which i have recorded on my phone promised 2 refund checks for each passenger for $100 each.4. if you look at the accounting history on my account you will see they originally mailed out the 2 checks as promised in December, however i NEVER GOT EITHER CHECK as they had my mailing address wrong. i was given a print of from accounting of the 2 check numbers. then after many months of not getting the check they said they would re mail them to the correct address. however they only mailed 1 check so far to ****** ****** for $100 and he is NOT even the main passenger. ****** ******* , **, is still owed the $100 refund check as promised for all the issues I had please send me the $100 check to my address on file November 6, 20243-Day 3-Day Bahamas Round-Trip *****: ******************************************************** JoyBalcony

  Business Response

  Date: 04/15/2025

   

  Good day,
   
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
   
  Please be advised that the consumer submitted a case to our post-cruise Guest Experience division. 
  
  Kindly refer to the attachments showing the letters we sent to them via email. 
  
  We regret to learn of the consumers disappointment with the updated itinerary for their cruise. It is always our intention to maintain original itineraries. However, at times, unforeseen circumstances require us to make modifications. We assure you that such decisions are never made lightly, or without regard to the consequential disappointment caused to our much-valued guests. While every effort is made to adhere to the published schedule, there are those instances that necessitate change.
  
  We are very sorry to learn that other guests had a somewhat detrimental effect on the consumer enjoyment of their  cruise. We do expect all guests to behave with courtesy, respect and politeness at all times, and whilst all areas of the vessel.
  
  According to our records, the consumer was offered a different stateroom on day 2 of the sailing which the consumer declined. Our report also indicates the consumer was given onboard credit which was applied to their onboard account.
  
  Upon an additional review of their submission and our response, we have determined that their concerns have been addressed in line with our policies. In light of this, we must respectfully advise that we are unable to honor the consumer's request for an additional refund check as the consumer's booking was only due $100 
   
  While we apologize for any discontent resulting from our response, we appreciate this additional opportunity to review and respond to the consumer's concerns.
   
  Kind regards,
   
  ***** W
  Guest Experience Coordinator
  Norwegian Cruise Line
  
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23200932
  
  I am rejecting this response because:  I have screen shots of the original accounting records that show 2 checks for $100 each were originally approved in December of 2024.   I am requesting a refund of $100 check me mailed to me as promised. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/18/2025

  Good day,
  
  Thank you for contacting our offices once again with regard to our previous replies.
  
  It has been brought to our attention that our efforts have not satisfactorily resolved the consumer's concerns. As such, we have conducted an additional review of the consumer's case and our correspondence.While we regret to learn to learn that they remain dissatisfied with our responses, we must respectfully advise that our position on this matter remains unchanged. As such, it is with regret we must advise that we are unable to extend any further consideration for compensation in regard to the concerns they expressed.
  
  We appreciate having this final opportunity to address the consumer's concerns, and certainly hope that, over the course of time, they will consider Norwegian Cruise Line in their future travel plans.
  
  Kind regards,
  
  ***** W
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23200932
  
  I am rejecting this response because: Once again, I have screen shots from the accounting from december that show originally TWO refund checks for $100 each were issued and approved
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  01/2025 spoke to cruise planner spelled our names correctly to her.04/11/25 read from email that spouses name has a missing letter, called cruise planner informed us that we need to pay $150 to add ONE letter thats missing from his name or else he wont get entry.Sailing is on 05/11/25.NCL said that it needs 120 days to correct the error but we called January and informed the cruise planner the correct name of my husband REDENTHOR and Not Redentor but she didnt fix it.and now the blame is on us and we have to pay $150 for one letter to put it.I called the airlines and they said they NEVER charge for name modification. Its not name changing but only to add a letter.Please help us to resolve this issue.Thank you and God bless.

  Business Response

  Date: 04/22/2025

  Thank you for forwarding Mrs ************ complaint and allowing me the opportunity to respond. 
  I have reviewed the reservation and listened to the initial booking call with Our PCC.  On that call Mrs. ************ did spell out the name of her husband. As I have made the exception and refunded the $150 charge for the name correction. Mrs. ************ will receive a credit refund in 7 to 10 business days, 
  
  We look forward to welcoming you onboard soon 

  Kind regards

  ***** *********

  Resolution Specialist NCLH

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a cruise booked at the end of July 2025 with norwegian cruise line (ncl) We haven't even disembarked and I already regret using this cruise line. We have been baited and switched with our airfare. We were told we would not receive a red eye flight by our *** travel agent if we booked through the cruise line vs finding our own air. We agreed and were told there were no changes once the reservations had been made. A few weeks later they finalized our reservation and we received our air details. On our way home, they had us leaving at 10:40pm with a layover in ** before arriving in KC at 10:10am the next day! Mind you our ship ports in ******* at 6am! We also paid for a transfer fee from the ship's port to the airline for our group. Not only is that red eye, that is also over 30 hours waiting in the airport before getting home. It took 13 phone calls over 2 days and a $355.36 extra charge per couple to get this resolved. Our agent was out of town and every single person we talked to gave us different answers, different charges, left us on hold (some up to an hour) and/or hung up on us. This has been the most stressful/deceptive experience yet. Never had issues with other cruise lines.

  Business Response

  Date: 04/22/2025

  Thank you for forwarding Mrs. ***** complain and allowing us this opportunity to respond.   
  Mrs **** was originally booked on our buy one gets one free. The flights were issued as per our terms and conditions of the air promotion which often are late flights leaving ******* often arriving the next day.  As stated in the terms and conditions on our website at   **************************************************************************; For cruises concluding on the West Coast of the **** with guests returning home to a city located on the ********** or central ****, you may be reserved on a flight that departs up to 11:59 p.m. depending on available inventory. 
  As Mrs. **** was not happy with the flights we quoted for a direct flight home leaving earlier, this meant they no longer had the buy one gets one free and as a result there was an extra cost of $355.56 for this customized flight itinerary. 
  For us to be fair to all our guests we do stand firmly behind the terms and conditions of our air promotion.  To be transparent with the terms and conditions we publish the terms and conditions on our website and a link is also provided to these terms and conditions on every confirmation that we send out.   
  We  look forward to welcoming ***************** onboard soon, 

  Kind regards 

  ***** *********

  Resolution Specialist NCLH

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23182913
  
  I am rejecting this response because: or agent specifically told us over the phone we would not get an overnight flight.  You can pull the phone records to confirm this.  She also did not direct us to any terms or conditions for the airline. 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 04/29/2025

  I am sorry that you are still not happy with my response.  I have reviewed the reservation again and my answer stays the same however you have spent considerable time sorting this out and as such I have added $100 of on board credit to your account as a good will gesture.  This is non refundable but can be used on anything on the ship except in the casino and it cannot be used to pay any gratuities.

  We look forward to welcoming you both onboard soon

  Kind regards 

  ***** *********

  Resolution Specialist NCLH

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23182913
  
  I am rejecting this response because: they have sales personnel that are supposed to be knowledgeable in their products. If the sales people sell the products incorrectly, how is the customer to know and why should they be the ones suffering? This company does not stand behind its employees. Whether it's in the policy or not, the sales person is who we talked to.  They sold us on the products and services.  Why can't Norwegian stand behind that? I have proof in emails, recorded phone calls, bills, etc.  Seems like they are scamming customers to get them in the door, promising the best then severly under delivering.  Also there were 3 reservations and they have offered $100 onboard credit to one couple.  This is not even close to what we all over paid for air.  We paid almost $500 a couple extra.  Giving $100 is $33/couple. This is a joke to the customer.  How is bait and switch legal this day in age?
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I have a 14 day southern Pacific honeymoon cruise booked on Norwegian Sun from ****** to **** for July of 2025. I called today to ensure that our reservation was notated with our preference of extending our vacation both in the beginning and at the end. At the beginning of our trip we will be in *********. I called on March 21st and spoke to a representative asking to make sure our reservation had our preference of getting into ****** as soon as able (under the Air and Sea Program terms). Upon calling today, my husband and I were both told that no such notations were on our reservation either for the beginning or the end. We are both devastated considering that no further changes can be made past 110 days. We are 106 days out from embarkation and are beyond angered that Norwegian can offer no solution to fix their errors. We paid $8000+ for this trip and expected there to be a solution or compromise that could be reached to avoid ruining our honeymoon. In this $8000, we paid $2300 for Norwegians Air and Sea program. We are basically out that money as we now are forced to pay out of pocket to fly home from **** two days later as we desired to arrange with Norwegian. We are understanding of the 110 day policy, but would like to understand why something cannot be done to assist us with at least adding two days onto our honeymoon and utilizing what we purchased with Norwegians Air and Sea program. It is not our fault that Norwegian failed to notate this on BOTH ends of our trip and we expect something to be done.

  Business Response

  Date: 04/15/2025

  Thank you for forwarding ** and **s. ********* complaint and allowing me the opportunity to respond.

  I have reviewed the booking call, and there was a lot of discussion of flights and mention of adding two days post cruise but no decision was made and guests were advised they had until final payment to make any changes or update to the flights.   The flights were added to the booking with the understanding that they would possibly need to be changed or removed as **. ******** understandably wanted to check on the prices. Due to limited flight  availability going into ******* we do not offer the option to add deviations to fly in early. The terms and conditions of the buy one get one free air fare does not allow for the guest to make changes, outside of 110  days.  As such we cannot make any changes to the flights that are booked.  I am sure that **. and **s. ******* understand that in order to be fair to all our guests we stand firmly behind the terms and conditions of our promotions and do not make any exceptions

  Kind regards 

  ***** *********

  Resolutions Specialist

   

   

• Initial Complaint

  Date:04/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a sailing date of May 26, 2025. I have been cruising for 30 years, sometimes multiple times per year. I was told early on not to book with *** because there customer service leaves much to be desired. Our friends are Gold members and talked us into this Iceland cruise. We booked directly with *** and not our travel agent, this was also a mistake as we have no recourse/middle man or guidance. We received an email in January 2025 explaining that our names much match our passports and that air travel days must be chosen outside 110 days of sailing. We wanted two extra days on the front and back end of the cruise. I am an attorney so I wanted to put the request in writing and sent an email, which *** has acknowledged receipt of. I also called *** that same day and gave *** our full passport names. We received our air flights recently and they didnt have the two extra days in the front or back ends. I figured no problem this would be a call and an easy fix. No, it turned into a nightmare. **************** refused to consider the email because tucked into a seven page email in small print it said that we had to call. Which doesnt make sense as I called that day to change our names. Additionally, **** email was not sent from a Do Not Reply email and there was no email returned to me stating that fact so I had to believe they received, which they did, and we were set. I have spent hours on the phone with customer service, have gotten two case numbers, reached out to the heads of customer service and management to no avail. Not even an apology. I was given the option to pay an additional $1,680.00 to change the dates, which I refused. I have to pay for their created problem? I have been in business most of my life and learned early on that the customer is always right even if wrong, makes for good business. Looking at the complaints I have read this customer takes your money and throws you overboard as a nuisance. Needless to say never again ***

  Business Response

  Date: 04/14/2025

  Thank you for forwarding Mr. ******** complaint and allowing us this opportunity to respond.

   

  All deviations need to be added within the qualified time frame, as do the flights.  These modifications are done when a guest or travel agent calls in to make the change as the price often changes for the flights as the date and time changes. Mr ******** emailed in to request a deviation to our ***************** that is an not monitored mail box.   As such we never received the request until after it was to late to add it to the reservation.  On March 5th a quote was given to Mr.  ****** to add the pre and post deviation that was declined. Mr. ****** is booked through our buy one get one free promotion that has strict terms and conditions.  We stand firmly behind these terms and conditions and do not allow any exceptions.

  We do look forward to welcoming Mr. ****** onboard soon

  Kind regards and safe travels

  ***** *********

  Resolution Specialist

  NCLH

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23167763
  
  I am rejecting this response because:
  *** has not provided the return email that they supposedly sent to me stating that my email went to a Do Not Reply mailbox, thus not received by ***.  I called NCL the date of my email requesting flight dates and gave them our full passport names.  Had *** sent that reply email I would surely have requested the change in flight dates on that telephone call.   If you look at the email that I had attached received from *** there is no Do Not Reply in it.  
  *** is correct they did offer to return HALF of our flight payment to us and told us to get our own flights at an additional cost to us of $1680.  Why would *** not have given us our entire flight money paid to them?  Doesn't make sense.
  Didnt expect a different response to the BBB complaint as its customer relations manager had the same. 
  As a business man my entire life I cant understand how a cruise line that treats its bread and butter this way stays in business.  To fight with people over nonsense and pennies as shown in numerous BBB complaints I have read makes my head spin.  BUYER BEWARE.  
  Sincerely,
  
  *** ******

  Business Response

  Date: 04/25/2025

  I am sorry that Mr. ****** rejects my response.  Unfortunately, due to the terms and conditions of the air promotion we have offered the best resolution we could to Mr. ****** that did involve extra cost but Mr. ****** did not accept the offer, as such we have nothing more that we can do as making any exceptions if possible would be unfair to all our guests. 

  We do look forward to welcoming Mr. ****** onboard soon

  Kind regards 

  ***** *********

  Resolutions Specialist NCLH

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23167763
  
  I am rejecting this response because:  NCLs response is childish.  They accept that they made a mistake but wont rectify it because they do the same to other customers and wont help them either so they cant help me.  Circular thinking and not the response from a mature customer relations team.  My wife will make sure that every cruiser onboard we run into will hear about this ridiculous situation and **** handling of it and I will be stuck having to listen.  Oh well.  We will never cruise again with *** as well as the two other couples we are cruising with.  Would think *** would satisfy customers who paid them $12k without a travel agent, nope.  
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an onboard experience called the Indulge in Romance package as a gift for my parents, who sailed on the Pride of America, departing March 8, 2025 (Reservation under ***** ******, DOB: **********). The package included several high-end services and amenities:Welcome sparkling wine Two massages Two breakfasts in bed Dinners at ****** and Cagneys (with a bottle of wine)Professional portrait *********** in the stateroom A personalized note from the sender A printed description of the package delivered onboard (per the merchant's terms, this was to be provided as a gift from the cruise line, not from the purchaser)Unfortunately, my parents only received the sparkling wine. They were never given the remaining services, nor did they receive the printed gift notice from the cruise line explaining what had been purchased for them a key part of the experience. As a result, they had no idea a package had been arranged and missed out entirely on the rest of the included items.I contacted the merchant to request a refund due to the failure to deliver the majority of the package, but I have not received any response.Given the non-fulfillment of services and lack of communication, I am requesting a full refund. This is false advertising and stealing. Thank you for your attention to this matter.

  Business Response

  Date: 04/07/2025

   

  Good day,
   
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
   
  Please be advised that the consumer submitted a case to our post-cruise Guest Experience division.  
  
  Kindly refer to the attached letter, showing what we most recently sent to the consumer. 
   
  Our records indicate a refund is processing for the consumer. No further refund is due.
  
  We appreciate this opportunity to respond. .
   
  Kind regards,
   
  ***** W
  Guest Experience Coordinator
  Norwegian Cruise Line
  
  

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made cruise reservation ******** on 02.21.25 over the phone with Norwegian Cruise Line. Total price of cruise is $13,271.34. Had a coupon on account for 10% off ********************** fare, coupon ID *********. I have saved image of coupon and of terms of coupon. At booking, booking ***** said my cruise sail date was not in the window of time for the coupon, which I argued back is not what shows online in my account. I sent ***** the images of the coupon and the terms. She then said yes she sees what I am saying and said they are having IT issues on their end and that someone would call me back next day to resolve. I never received a call back. I called again on 03.31.25, asking about status. I was first told again about the booking window not matching, put on hold after I argued point, then ***** told me my statement type wasn't eligible for coupon. I argued back that terms did not mention that and he had me email what I sent the first ***** to him. He agreed with me, put me on hold, came back and said I would receive an email by 04.03.25 on whether I was to get cruise fare reduction for value of coupon or onboard credit. No email or call, so I called *** today. After talking to another *****, and their supervisor *******, they said again statement type wasn't eligible for coupon even though I proved that wasn't mentioned in terms and conditions of coupon. ******* just repeatedly stood firm that I would get no reduction in cruise fare and no onboard credit. I mentioned to ******* that I recorded the conversation on 03.31.25, but he said they didn't record it on their end and that my recording would not be used. I also recorded my conversation with ******* today, 04.03.25. I am seeking the value of 10% of cruisefare either in reduction in cruisefare or onboard credit. Attached is cruise confirmation and images of the coupon and terms and conditions of the coupon that was in my *** online account. Thank you.

  Business Response

  Date: 04/07/2025

  Thank you for forwarding Ms. ****** complaint and allowing us to respond.

  All of these discount future cruise credits that are promotional come with their own terms and conditions,  This specific 10% off comes with the condition that it can only be applied to Club balcony suites and below.  As such we are unable to apply to the reservation as the Guests are booked into a Haven suite.  We stand firmly by the terms and conditions of these promotional coupons and do not make any exceptions.  As you can see in one of the pictures it does say that the coupon is not applicable.  We are sorry it is will not work for this specific reservation but we have to be fair and equitable to all our guests which is why we do not  make exceptions

  Kind regards

  ***** *********

  Resolution Specialist

   

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23158211
  
  I am rejecting this response because:

  1)  ***** *********** response indicates "This specific 10% off comes with the condition that it can only be applied to Club balcony suites and below".  That term/limitation was not mentioned in the terms and conditions posted with the coupon online.  The files that I attached show the terms - nowhere does it mention that coupon only applies to certain room types/excludes certain room types.

  2) I booked the cruise on 02.21.25 and asked for the coupon to be applied during the booking with *** agent, email address *************************.  The agent told me I could not use coupon because my cruise's sail date was not in the sail date window of type applicable to the coupon.  I argued that point with her and emailed her screenshots of coupon and terms.  She agreed with me that what I was seeing would make the coupon applicable, however, the coupon terms did not match ***'s internal information.  She said that other people complained about this issue as well, and ***'s IT department was researching it and that I would get a call either same day or next day (either 02.21.25 or 02.22.25).  No one ever called me back.  I called NCL back on 03.31.25, spoke with agent ***** with email address ************************.  I informed ***** of the situation, he put me on hold and then said now the coupon won't be applied because of the cabin type I booked, which was a new reason why *** informed me that coupon could not be applied.  I insisted that terms of coupon did not mention anything about stateroom type exclusions and forwarded the email that I originally sent on 02.21.25.  He put me on hold and when returned, told me I would get a call or an email from *** by afternoon of 04.03.25 with decision as to whether I would get coupon applied to cruise fare or as an onboard credit.  I never got any response from NCL, so I called back on afternoon of 04.03.25 where ultimately I was told by agent and agent's supervisor ******* (not sure of spelling) that I could not use coupon in any shape or form.  I have my conversations recorded, and believe NCL should live up to their statements. 

  3)  Even if I am wrong for some reason, due to the lack of follow up as promised from original phone call and booking on 02.21.25 (claimed same day or next day return call to resolve, which never happened) to second call on 03.31.25 (claimed return call or email by afternoon of 04.03.25, which never happened), I should receive opportunity to use coupon on a future cruise, however ******* informed me he would not allow that.  It was NCL's lack of response even though promised, that caused my coupon to lapse and removed opportunity to use it.  

  Sincerely,

  ******** *****

  Business Response

  Date: 04/14/2025

  Thank you for forwarding Ms. ****** rejection,  

  Unfortunately we stand by the terms and conditions of our promotional coupons without exceptions, but I do recognise the time spent and frustration experienced, by our guests as such I have added a goodwill gesture of $100obc tothe reservation

  We look forward to welcoming you onboard soon

  Kind regards

  ***** *********

  Resolution Specialist NCLH

  Customer Answer

  Date: 04/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****