ComplaintsforNorwegian Cruise Line

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a cruise over 1 year ago for ****** on the Norwegian escape leaving 9/19/2024 with a group of friends. They offered but 1 air get one free as part of the promotion we were sold. When I received the airfare the had mistakenly had me returning on 9/30 vs 9/29, had to call and they said they would correct, when I received my updated air, I went from 1 connection to 2 and being on the last possible flight back to ********* from dc landing at midnight. This was their error but they are risking me now getting home based on booking flights that are risky. I have contacted them and spoke to numerous people and today they offered me a flight that would get back to ********* at 827pm at and additional cost of 950 pp, this is total bait and switch, they made the mistake, the put me on flights that are risky and then want to charge me 2k for the original flight. They need to be held accountable to fix their error vs making no effort but extra cost to the consumer

  Business response

  07/17/2024

  Thank you for forwarding ********************** complaint and allowing us this opportunity to respond.   
  
  I have reviewed the reservation and see that the air has now been removed and the cost is in the process of being fully refunded.    
  Unfortunately, we were unable to accommodate your request to change the flights booked as the flights were within our service standards. We stand firmly behind the terms and conditions of our buy one get one free airfare and do not make any exceptions. Our terms and conditions can be found on our website and links to them are available on our confirmations.  
  We sincerely apologize for any inconvenience you may have experienced.  We thank you for your time and look forward to welcoming you onboard soon. 
  
  Kind regards and safe travels 

  *************************;

  Resolution Specialist, NCLH

  Customer response

  07/19/2024

   
  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,
  
  *********************************

• Initial Complaint

  06/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a family cruise and was told by the Norwegian Cruise agent that if I paid $600 in deposits ($300 per reservation) that they would double it and give me a $600 credit per room as part of their CruiseFirst program. Norwegian then cancelled the cruise and had no alternative cruises to a similar location, as they cancelled all European cruises during the winter months, and has refused to issue me a refund for the deposit. This cancellation was completely out of my control and I have no intention of booking another cruise with Norwegian as this was a once in a lifetime opportunity to take my family on a trip before my kids graduate college. My reservation numbers were ******** and ********.

  Business response

  07/03/2024

  Good day,
  
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
  
  We have reviewed the consumer's reservations and determined, as their intended sailing was cancelled by Norwegian Cruise Line, all payments made toward the reservations have been returned. Please note that refunds are always issued to the original method(s) of payment used on the reservation. As such, the consumer received the following refund(s), as evidenced on the attached reservation confirmations:
  
  Reservation 51520734
  $300.00 CruiseFirst Coupon # ********; refunded on 25 May 2023.
  
  Reservation 51520735
  $300.00 CruiseFirst Coupon # ********; refunded on 25 May 2023. 
  
  Kindly be advised that the purchase of the CruiseFirst coupons were separate transactions from the deposits placed on each reservation. With our CruiseFirst program, consumers are offered the opportunity to pay $150.00 and receive a non-refundable coupon valued at $300.00. Meaning, once purchased, the coupon cannot be reverted to the $150.00 that was paid for it. The full terms and conditions of our CruiseFirst program can be located at the following link: *************************************************************************************.
  
  In light of the above, we must respectfully advise that we are unable to honor the consumer's request for a monetary refund of their CruiseFirst coupons. It is our genuine hope they can appreciate how it would be inconsistent and unethical for us to make exceptions to our terms and conditions for some, while other passengers with similar requests have had to abide by the terms set forth at the time of purchase. Nevertheless, we offer our most sincere apologies for any discontent our response results in.
  
  We appreciate this opportunity to address the consumer's concerns. 
  
  Kind regards, 
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  07/15/2024

   
  Complaint: 21923660
  
  I am rejecting this response because:

  The statement that the CruiseFirst coupon was a separate transaction is not true. The Norwegian sales rep told me that if I signed up and paid the CruiseFirst deposit that Norwegian would match the amount. I was never told that it was non-refundable and I only paid the deposit because I wanted a discount for this cruise. I had no interest in purchasing a voucher for a future cruise. Norwegian cancelled this cruise with no alternative for a similar location and dates. The Norwegian sales rep also never shared or even mentioned any terms and conditions when I booked this over the phone. The idea that they cant offer a refund since it would be unethical is ridiculous. Taking my money as part of an incentive to sign up for a cruise and then not refunding it when the cruise line cancels the cruise is unethical. I have no desire to ever go on a Norwegian cruise again and support this company. I ask that you kindly refund ALL of the money that I paid when I signed up for this cruise that Norwegian cancelled.

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

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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.

  Business response

  07/03/2024

  Good day,

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

  Please be advised that the consumer contacted our post-cruise ************************* and was advised of our 48-hour shore excursion cancellation policy, provided with an apology, and issued $150.00 onboard credit to use on the future sailing they have booked as a gesture of goodwill. 
  
  We are very sorry to learn of the consumer's disappointment with our response. We wish to advise them that all of our shore excursions are operated by independent tour operators. If a guest cancels an excursion at less than 48-hours from when the ship arrives at the port where the excursion takes place, the tour operator does not issue a refund to Norwegian Cruise Line for the guest's tour. We understand that there are extenuating circumstances, such as guests becoming ill. Respectfully, it is for this reason that we can only offer refunds for tours cancelled within the 48-hour window if a guest experiences a confirmed medical incident. As the consumer did not visit our medical center, we must kindly reiterate that we are unable to honor their request for a refund. Nevertheless, we sincerely apologize for any further disappointment in this regard. 
  
  Please be advised that the cost of the tour was $349.00. As a further gesture of goodwill, we would be happy to provide a future cruise credit in the amount of $199.00 for the consumer to use toward the sailing they have booked with us for Epic on 11 September 2025. Taking this and the $150.00 onboard credit into account, the compensation would be equal to the amount they spent on the tour. If the consumer finds this to be an acceptable resolution to their concerns, we kindly ask they advise of such through this portal. We will then add the cruise credit to their account and provide them with information on how to use it. 
  
  Please find a copy of the letter we sent to the consumer attached, as well as their shore excursion confirmation showing the tour cost.
  
  We appreciate this additional opportunity to address the consumer's concerns, and we look forward to their reply. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  07/03/2024

   
  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.
  

  Please have the credit of $199 offered in this response and  the addition of the $150 to our cruise which is booked for 9/11/2025.
  

  Please send me a confirmation after these credits are applied.

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

  Customer response

  07/03/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Please have the credit of $199 offered in this response and  the addition of the $150 to our cruise which is booked for 9/11/2025.
  
  Please send me a confirmation after these credits are applied.
  
  

  Business response

  07/09/2024

  Good day,

  We are writing to let ********************* know that the cruise credit for $199.00 has been added to her Latitudes account. Kindly refer to the coupon information below. 

  *********************************** - CLIENT ID ********* - CPN # ********* - $199.00
  
  To have the coupon applied to her reservation, we kindly ask that she contacts her travel professional or our *********************** at ************** and reference the information provided above. 
  
  We appreciate this opportunity to address ************************* concerns and look forward to welcoming her aboard Epic in 2025.
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  07/10/2024

   
  Complaint: 21917747
  
  I am rejecting this response because: my $150 on board credit has not been noted as part of the compensation that would be extended to me.

  Please send me confirmation that this credit has been applied as stated in addition to the $199 future credit (which I have had applied to  the balance owed).

   

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

  Business response

  07/12/2024

  Good day,

  This is in response to the consumer's recent letter and further to our previous correspondence. 

  We wish to kindly advise the consumer, in the original letter they received from our ************************** the following instructions were provided pertaining to usage of their onboard credit:  "To use your onboard credit, please contact your travel professional or our reservations department at ***************." Nonetheless, we have proceeded with assisting the consumer by having the onboard credit applied to their upcoming sailing, reservation number 57540747. Please refer to the attached amenity invoice showing the onboard credit has been added as $75.00 for each guest. 

  Please note that this type of onboard credit is non-refundable and non-transferrable.Additionally, it cannot be used toward service charges, gratuity vouchers,Casino transactions, currency exchanges, CruiseNext deposits, and pre-cruise purchases. 

  We appreciate this additional opportunity to respond to the consumer's concerns.
  
  Kind regards,

  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is regarding (1) of (3) shore excursions my ********** booked for recent cruise aboard NCL breakaway 6/2/24-6/9/24 Reservation number ********. As we were returning Haven guests, weve always loved and enjoyed our time with NCL until this last cruise as well never be back. We booked the Mayan tour/*********** excursion for port of call, *****************. Upon arriving for zone pickup, there was 7-10 greyhound size buses, already loaded and gone. We boarded ours with tour guide named ******* with whom NEVER offered us any water for a 1-hour bus ride to Mayan temples. Upon arrival to the Mayan Ruins, ******* gives us (2) cans of hot canned 12oz. water for my family of (5)! The excursion NCL sponsors clearly states this is an all-inclusive tour with **************** provided. Far from the truth. We walked nearly 3.2 miles without accommodations at this joke of a place with hut bathrooms that reeked of hot urine smell! We arrive back at the bus as I couldnt make this tour without some sort of accommodations and NO water was given for 104 degree heat! We were all literally dehydrated! So, off we go to this Blue Lagoon for paid for buffet and water fun. Upon driving through an isolated farm to this place, (3) cows literally starving to death was seen eating from trash barrel next to house where we were to be eating beef/chicken! Stood in line and was given plate of food. One of our family members took pics NOR DID WE EAT! ************** was beyond PINK and beef was clearly slimy screaming ECOLI! We immediately reported to our terrible concierge that was hardly ever at her desk named ****** as she was busy telling her women how **** they were! Anyways, I wanted my refund but was denied in *** stating their shore excursion member was aboard this excursion!! I asked was this team member aboard bus 953 with guaranteeing not as well as not having tour guide *******! I was never given a response because that member ate much before us and was given water! Just sad!

  Business response

  06/28/2024

  Good day,
  
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer. 
  
  Kindly be advised that the consumer contacted our post-cruise ************************* regarding the concerns set forth in this submission upon completion of their sailing. We have attached copies of the two letters we sent in response, for reference. 
  
  We have conducted an additional review of their submission and, after speaking with the ship's shore excursion staff, respectfully, we were unable to substantiate any of the concerns expressed by the consumer. ***** excursion staff attended this tour and provided us with a detailed statement in response to the consumer's concerns. For this reason, we must kindly reiterate that we are unable to honor their request for a refund of the tour cost. 
  
  As a gesture of goodwill for their Gold Latitudes tier status, we have added $50.00 per person in onboard credit to each guest's account for use onboard during a future sailing. This credit is valid for any sailing embarking through June 29th, 2025. 
  
  We appreciate this additional opportunity to review and respond to the consumer's concerns, and we hope to have the pleasure of welcoming them aboard a future Norwegian Cruise Line voyage. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  06/28/2024

   
  Complaint: 21902364
  
  I am rejecting this response because:
  
  While taking more of my time elaborating our shore excursion experience in ONLY **********, Im really not interesting in any/all of NCL gestures of supposed goodwill but ONLY the monies I paid for an excursion that is not being implemented as less favorable but most important, NOT WHAT WE PAID FOR! 
  

  To BBB, NCL sponsors this excursion. We were supposed to be properly given water to hydrate and proper food to eat. NCL has maintained their only exclusion to my refund is a shore excursion team member visited this same excursion while I state there was 7-10 Greyhound, size buses that left long before us having the opportunity to eat food that *** or *** not have been properly edible while given proper hydration fluids and/or accommodations. *** explicitly asked NCL on MULTIPLE occasions that particular shore excursions team member bus number and tour guide name that has nor apparently will be provided. Our tour guides name was ******* that didnt offer water in extreme heat while on bus number 953. We didnt eat because of the food that wasnt properly prepared, stored or sanitized(both the beef and chicken) was pink & slimy screaming ecoli!! I will never sail with NCL again as Im only interested in receiving my $862.20 credit for amount paid, not a future onboard credit. Moreso, Im glad other potential NCL customers see how NCL protects and honors their customers vs. statements made from their so-called team members. Very very sad. 
  Sincerely,
  
  *****************************

  Customer response

  06/28/2024

  Dear BBB-

  Id also like to add to my original rebuttal sent earlier today per NCL response to this complaint.

  Upon my families arrival back to the ship immediately after the 6/6/2024 excursion in question, there was (2) separate The Haven families complaining about this very same excursion and alike concerns(food quality and water not given) amongst other concerns.

  Its abundantly clear after speaking with both *************** & ****** of NCL RD team that spoke clearly on a recorded call I should be refunded this $862.20 amount paid for services not rendered on 6/6/2024 ******************* excursion sponsored by NCL. *************** & ****** also clearly told me after hearing my expressed concerns that the ******************************* potentially overlooked this by taking a teammates experience when that teammate wasnt even on our same bus and tour guide member named ******** Zee & ****** of NCL RD team stated to me that the Guest Experience team handles all NCL voyages even on different ships and this again should be credited back to me while like I, thankful none of my family nor I became ill or sick with the lack of water given and the unprepared food that tried to be served. 
  

  My last question is I need a clear and detailed invoice from NCL regarding the 6/6/2024 excursion stating date paid, amount paid and any further details that can be provided to me as Ill be disputing this charge through my bank institution thats been made aware of these issues and will be working with Mastercard on behalf of my family and I for evidence we have of a charge deemed, services not rendered.

  Thank you!

  Business response

  07/02/2024

  Good day,
  
  This is in response to the consumer's recent letter and further to our previous correspondence. 
  
  We regret to learn that, despite our best efforts, we have not satisfactorily resolved the consumer's concerns. In an effort to provide the highest level of service, we have reviewed their case once again.
  
  Unfortunately, we feel there is little we can add without reiterating what has already been mentioned previously. Upon a thorough review of the consumer's concerns, their sailing's internal voyage report, which outlines the investigation into these concerns conducted by *****' General Manager while the guests were aboard, and our post-cruise correspondence with the consumer, we have determined that their concerns have been addressed in accordance with our Guest Ticket Contract. While we sincerely regret that they did not fully enjoy the Chacchoben Mayan Ruins & All-Inclusive Blue Lagoon tour in **********, we must respectfully reiterate that we are unable to honor their request for a monetary refund of the tour cost. 
  
  We appreciate this additional opportunity to address the consumer's concerns and certainly hope that they will understand our position in this matter. It is our hope that, over time, they will consider Norwegian Cruise Line in their future travel plans.
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line
  
  

  Customer response

  07/02/2024

   
  Complaint: 21902364
  
  I am rejecting this response because:

  Its very clear BBB that ***** & NCL havent investigated anything because they cannot answer my begged questions of where their supposed shore excursion team member was on tour bus and tour guide. I truly think it has never been investigated and Im quite disgusted with NCL further by ****** response here that she checked with *************** on this case and was looked over again. I was on Breakaway not the Bliss which is more evident of ***** & NCL not doing their job. My promises Ill dispute this charge as my card company has seen evidence NOR will I ever be back on a NCL along with my family. Feel free to delete my account. Thank you. 

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Marketing from NCL promises airfare for travel arrangements to get to and from port of call. After paying a deposit, and booking our cruise, we are now told that they will not honor the airfare from our region. We are roughly a 5 hour drive and have an airport 10 minutes away from us. The airport has direct flights to the airports near the port, but they will not honor giving us flights or reimbursement towards ours

  Business response

  06/28/2024

  Thank you for forwarding ************************ complaint and allowing us this opportunity to respond. 
  We offer flights to our guests as a convenience to package their holidays all together. 
  Our air promotions are available to guests subject to availability. Occasionally a guest may live near an airport but the airport they are wishing to fly to is not considered an eligible pairing. When this happens, we are unable to offer flights. Unfortunately, flights from ****************** in ************* are not eligible pairings with any airports in ****** or ********. As such we are not able to offer flights. We appreciate that you can book direct flights but please note that we contract our flights with different airlines, and these are the flights that we offer. 
  If we cannot offer flights, we do not offer compensation as clearly noted under the terms and conditions that flights are subject to availability.  
  We look forward to welcoming ******************** and family onboard soon. 
  Kind regards,  
  ***************************** Resolution Specialist NCLH 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was planning a vacation to ******, and Norwegian's 7 day inter-island looked perfect of us. I read through all the material, and it sounded too good to be true - that's because - IT IS! They advertise FREE excursions - NOT TRUE! The provide a $50 per port credit. The excursions are $200, $300 & $400, even $1,000 for helicopter ride. Additionally NCL's documentation states they provide FREE airfare with a purchase of one. This is NOT TRUE. NCL quoted me $918 for 2 people. I called my carrier and was quoted $472/pp = $944 for 2 people.Can you intervene to ensure that clients get what is advertised? I have doubts about the integrity of a company which makes such blatantly false statements.

  Business response

  06/26/2024

  Thank you for forwarding ******************* complaint and allowing us this opportunity to respond. 
  Having reviewed the complaint I invite ***************** to review our website under cruise deals and look at the free at sea that we offer this page is located at ************************************************************ Here it very clearly states that the excursions are discounted $50 per tour. Based on a 7-night cruise. Additionally at the bottom of this page there is a link that says terms and conditions that gives even more details on the terms and conditions of our promotions. On this page it also explains the terms and conditions of the airfare. More information can be found on our airfare at ************************************************************/free-airfare . Some travel agents advertise our cruises for sale and promotions and of course we have no control over the wording that is used by them, I always recommend verifying the terms and conditions on our website.  
  I hope this helps give a clearer picture as all the information is available on our website. 

  Kind regards 

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

  Resolution Specialist NCLH

   

  Customer response

  06/26/2024

   
  Complaint: 21895286
  
  I am rejecting this response because:

  As indicated in my complaint, there is repeated indictions of FREE Airfare and FREE excursions.  $50 off excursions per port is NOT FREE, especially when the excretions are hundreds of dollars.  FREE airfare is repeatedly cited but the airline quoted me $900+ for two R/T airfares, same as quoted for ONE fare by NCL.

  VERY MISLEADING, FALSE ADVERTISING!

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

  Customer response

  06/27/2024

  HOW CAN THIS ISSUE BE CLOSED?  THE STATEMENT OF FREE AIRFARE AND EXCURSIONS ARE WRONG.  I HAVE PROOF.  I SENT THE **** SHOWING THE FALSE CLAIMS AS PART OF THIS COMPLAINT.  I HAVE A QUOTE ON THE AIRFARE.  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Norwegian encourages early booking so I booked a cruise in March for an August sailing to celebrate my 60th birthday. When I checked the cruise prices, the trip price fell substantially ****** since my booking. When I contacted the Chase cruise agent she contacted NCL who said that since I paid in full, I wasn't eligible for a price match refund but they could upgrade my room. Chase requires full payment in order to use the travel points but ok I said that I would take the room upgrade. When the agent came back on the line he then said that NCL does not honor price matching for cruises less than 6 nights, so I had to eat the ****** price difference. If I'd known that I would've just waited until now still way out before the August 5 sailing to book my cruise. It is unfair to encourage early bookings only to price ***** for a room. I also, a couple of months ago, bid in the upgrade program for ****** and NCL would have been very happy to over charge me ******* for my room.

  Business response

  06/26/2024

  Thank you for forwarding Ms. ***** complaint and allowing us this opportunity to respond. 
  Ms. ***** is booked through a travel agency, when a guest books through a travel agent that travel agent is responsible for all aspects of the reservation from creation, payments and provides the pricing to the guest. Due to the nature of this relationship and our relationship with our travel partners we do not discuss pricing with guests booked through a travel agent but refer them back to the travel agent. Regarding a price drop we do as a one-time courtesy offer, guests who are booked on a seven night or longer sailing the option of a future cruise credit or a complimentary upgrade if the promotions etc. are the same as when the guests booked. As Ms. ***** is on short sailing the reservation does not meet the criteria for consideration for a price drop. If Ms. ***** has more questions regarding her reservation pricing, we need to direct her back to her travel agent. 
  Once again thank you for allowing us this opportunity to respond and we look forward to welcoming Ms. ***** on board soon.  
  Kind regards 
  *************************;
  Resolution Specialist NCLH 

• Initial Complaint

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and I booked a Mediterranean cruise that both Embarked and Disembarked in ****. It was 10 days and sailed on May 26. We did their special booking flights with them and the arrive 2 day pre cruise as well. Due to so many of us going we had to book two rooms so the boys in on room and girls in another. Somehow it was noticed that when the info got sent for flights my niece last name was incorrect so I called and they said it had been fixed and would need to be payed by the airline $150. I asked why I wouldnt pay NCL and they said it was because it is the airline who changes the names. They sent out the new confirmation email of her name spelling. This was in April, over 30 days before sailing that I noticed the error and had it fixed. I couldnt do pre check in for our flight until ************************************************************************************************************************** online for flights her name was still incorrect. It was a Saturday night since we flew out Sunday early morning. I called the flight emergency number and no luck because they dont open the lady told me until 9am eastern time but our flight left 1020 mtn time. My niece is 16 and couldnt fly alone. ***** said due to having two letters in her name off they couldnt change her name. My only option so the people on the one reservation wouldnt miss the flight since no one was getting back to us and no one on delta or ITA airlines could help was purchase a flight. Confirmation over 30 days prior was correct and even the lady I spoke to that did answer on the flight assistance said so but couldnt help until the back desk opened. She said she put an urgent message to them when they open to call but I never did hear back about the issue. I emailed them when I got to **** to make sure we didnt have an issue for the return which is another issue that they had to fix. But they still wont respond with the first issue of refunding their mistake

  Business response

  06/20/2024

  Good day,
  
  Thank you contacting Norwegian Cruise Line on behalf of the consumer. Please be advised that the consumer did not submit a case to our post-cruise ************************* regarding the concerns from their recent sailing. 
  
  We have reviewed the consumer's reservation history in depth and determined that the guests did not complete the name correction process for guest two, *****'s, airfare.
  
  On 16 March 2024, the consumer contacted us inquiring about making a name correction for *****'s airfare. They were advised it would be $150.00 to do so, as airfare had already been ticketed. The guest declined to make any changes at that time, stating that they were not sure how *****'s name was listed on her travel documentation. On 23 April 2024, *****************************, a guest traveling with them on a separate reservation, contacted us. They were advised of the information first provided on 16 March, that $150.00 must be paid before the name correction could be processed. **************** stated they were unsure of how the guest's name was listed on their travel documentation and that ******************************** would contact us back to make the changes. At this time, no changes were made to the reservation. 
  
  On 26 May 2024 our ************** attempted to contact ********************************. The first number they have on file went to voicemail and stated that they had a voicemail box that was not yet setup. The second number they contacted also went to voicemail, but they were able to leave a message this time. In the voice message, they advised the consumer that, due to how close the sailing was, Norwegian Cruise Line is no longer able to make changes to the airfare, and the guest would need to work directly with the airline to have the name correction addressed. 
  
  As the consumer did not contact us to pay the required fee and process the name change, they were unable to complete their flight check-in and, ultimately, unable to board the intended flight. As such, we must kindly advise that we are unable to honor their request for a refund.  Nevertheless, we apologize for any disappointment in this regard. 
  
  We appreciate this opportunity to respond to the consumer and hope to welcome them aboard a future Norwegian Cruise Line sailing. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  06/21/2024

  As you can see in the email confirmations provided above and sent to me, one was from March 15 and the other March 18 plus another email exchange between myself and *******.  After ******* had reached out regarding airfare arrangements and sent our email confirmation of the flights on March 15, which is when I kept trying to get a hold of her and getting no response from her phone calls for a few days. I noticed that spelling was incorrect on that March 15 flight confirmation and needed to have her fix it.  Then she got back with me and it got fixed.  New ticket confirmation was confirmed and sent out again as seen March 18.  So I dont know why NCL was still trying to contact myself or my husband for correct spelling after it was already confirmed as correct with NCL.

  Customer response

  06/21/2024

   
  Complaint: 21858450
  
  I am rejecting this response because:
  As you can see in the email confirmations provided above and sent to me, one was from March 15 and the other March 18 plus another email exchange between myself and *******.  After ******* had reached out regarding airfare arrangements and sent our email confirmation of the flights on March 15, which is when I kept trying to get a hold of her and getting no response from her phone calls for a few days. I noticed that spelling was incorrect on that March 15 flight confirmation and needed to have her fix it.  Then she got back with me and it got fixed.  New ticket confirmation was confirmed and sent out again as seen March 18.  So I dont know why NCL was still trying to contact myself or my husband for correct spelling after it was already confirmed as correct with NCL
  Sincerely,
  
  ***************************

  Business response

  06/27/2024

  Good day,

  This is in response to the consumer's recent letter and further to our previous correspondence. 

  The documentation the consumer provided shows their air confirmation with incorrect information that was never updated, as well as the cruise reservation confirmation that was corrected. Name corrections can be done on the cruise reservation up until twenty-four hours prior to sailing for no fee. Once air has already been ticketed, a name correction on the cruise reservation will not automatically trigger changes to the name on the airfare. The $150.00 fee that was discussed must first be paid to our ************** and then the changes can be made to correct the airfare. 

  Respectfully, as previously discussed, the consumer did not contact us back to pay the air name change fee. On 15 March 2024 when the name change was made on the cruise reservation, ***************** was advised that the airfare would not be updated to reflect the same until the $150.00 name correction fee was paid. As such, we must kindly reiterate that there was no service failure on our end and, for this reason, we are unable to honor the consumer's request for a refund. Nevertheless, we do apologize for any further discontent resulting from our response. 
  
  We appreciate this additional opportunity to review and respond to the consumer's concerns. 

  Kind regards, 

  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  06/27/2024

   
  Complaint: 21858450
  
  I am rejecting this response because:

  as before I did reach out to a ******* who works for you guys via email and she did not mention paying the air department but the airline when we got to the airport.  That is when the tickets were then changed to the correct name..
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booking date 19 Nov 2023.I booked cruise on NCL on the above date and paid in full for the cruise and air fare.On June 8th I received the flight info that showed 3 flights on two airlines for a total of three countries. Works out to 25 hours plus of flight time and wait for next flights. I'm 68 and can't do that kind of travel days any more. The rest of my group were scheduled to fly non-stop. I called to cancel and was told its past the 110 days before trip and I would have to pay about a $2000 penalty. I didn't get the flight info until I was past the 110 days so there was no way to cancel and avoid the penalty. I talked to ****** with NCL this morning, the 11th of June, and he basically told me that's that. He was nice about it :>). I want my $ back or a direct flight. My Reservation # is under *************************** #********, the ship is Norwegian Escape sailing on September 24, 2024 Thank you, ****

  Business response

  06/13/2024

  Thank you for forwarding ********************* complaint and allowing us this opportunity to respond.  
  I have reviewed the reservation and see that it is now cancelled. Although we understand your request to change flights, unfortunately, we are unable to accommodate such requests. We have reviewed your reservation and noticed that you utilized our air promotion at the time of booking. We are happy to be able to pass along savings to our guests with this promotion and are always forthcoming and transparent with any terms and conditions associated with our promotions.  
   You will find our terms and conditions attached to each of your confirmation emails and available at the top of our home page on NCL.com. Please be assured that every effort is made to provide the best possible routing of flights for our passengers. Since we are dependent on the limited number of seats and schedules provided by the airlines at our contracted rates, we cannot guarantee separate reservations will be on the same flight, nor can we accept any flight customization requests through our air promotion.  
  
  For your convenience, please find the details for our air promotion below:  
  
  **********************************************************************;
  ********************************************************************;
  ****************************************************;
  
  We apologize for any inconvenience caused; however, we are unable to offer any modifications to flights booked through our air promotion. We trust you understand that to be fair and equitable to all our guests, we cannot make any exceptions to the policies in place, and we must apply these guidelines consistently in all circumstances. 
  As you have cancelled, I reviewed the cancellation penalties and see that you have a pending refund of $4835.56, We recommend that you file a claim with the travel protection company. 
  Kind regards 
  

  ***************************** Resolution Specialist

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The cruise on NCL, departed on March 20, 2024, and returned on April 10, 2024, was fraught with significant issues that fell far short of care for the passengers. All my points are supported by documentation including messages, port information, over 130 pictures, tide calculations, weather conditions, and more.Western Africa Itinerary: Despite researching the area as relatively safe, comments from the captain and the presence of approximately 30 Gambia Navy ships surrounding the cruise ship suggested otherwise. The lack of transparency and communication about these safety measures heightened anxiety among passengers.Health Issues: I fell ill during the cruise, experiencing severe diarrhea for five consecutive days without receiving information or assistance. Most of the passengers were sick as well. I talked to the General Manager, and he told me he could not give me an answer because of doctor/patient confidentiality. No one was asking for passenger names.Confiscated Passports: Our passports were confiscated for a majority of the cruise. Therefore we were under the control of the Cruise lines destinations. Passports were confiscated from about March 26 to the time we reached the last portion of the Africas ports. Itinerary Changes: Changes to the itinerary were made without proper notice or reasonable explanation, including canceled ports in ******* and ******. In ****** we were first told that they had to move posting from 7:00 to 2:00 because of tide issues (I checked the tides, the tides are known a year in advance. Then later we were told we could not port in ****** at all due to weather conditions. Weather conditions were fine and documented

  Business response

  06/20/2024

  Good day,

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

  Please be advised that we are currently working to review and respond to the consumer's concerns. We have reached out to management aboard the ship for additional insight and are awaiting their reply.  As soon as we receive the requested information, we will revert to the consumer through this portal. We kindly ask that you allow us until Wednesday 26 June 2024 to provide a response in full.
  
  We appreciate this opportunity to respond and will be in touch again soon. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Business response

  06/21/2024

  Good day,
  
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer. 
  
  Please be advised that we are currently working to review and respond to the consumer's concerns. We have reached out to management aboard the ship for additional insight and are awaiting their reply.  As soon as we receive the requested information, we will revert to the consumer through this portal. We kindly ask that you allow us until Wednesday 26 June 2024 to provide a response in full.
  
  We appreciate this opportunity to respond and will be in touch again soon. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Business response

  06/27/2024

  Good day,
  
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer. Kindly be advised that the consumer did not contact our post-cruise ************************* with respect to any of their concerns. 
  
  We recognize the time and effort in planning a cruise vacation and sincerely regret any inconvenience caused by the modification of the consumer's itinerary. That said, we wish to kindly advise the consumer, under the terms and conditions of our Guest Ticket Contract, Norwegian Cruise Line may cancel, postpone, or delay any scheduled port of call at its sole discretion with or without notice. Rest assured that we always make every effort to adhere to our published schedule; however, such changes are required at times in the travel industry. As we are confident the consumer can appreciate, travel can be unpredictable, especially when planning so far in advance.
  
  In light of the above, we are not extending any compensation for the modification of their itinerary, and we appreciate their understanding in this regard.
  
  In order to expedite the immigration process, some international ports require Norwegian Cruise Line staff to collect guests' passports and retain them to present to the port's immigration officials. This was the case for the ports ******* and ******. Prior to collecting the passports, a letter was sent to all staterooms providing guests with information on the passport collection process, including the reasoning. Please be advised that the consumer did not raise any questions or concerns to staff aboard the ship regarding this process.
  
  Further, we have confirmed with staff aboard the ship that there was no widespread illness or virus present during this sailing. As with all sailings, any isolated cases of illness were properly addressed based on each individual's circumstances, up to and including quarantine, where necessary. 
  
  While we sincerely regret any way in which the points raised in their letter detracted from the overall enjoyment of the consumer's cruise vacation, we must respectfully advise that we are unable to honor their request for a refund. Nevertheless, we apologize for any discontent resulting from our response. 
  
  We appreciate this opportunity to review and respond to the consumer's concerns, and we hope to welcome them aboard a future Norwegian Cruise Line sailing. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

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