ComplaintsforNorwegian Cruise Line

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked bermuda cruise from ********. I have attached the confirmation receipt. The reservation number is ********. So the issue is: while booking, the agent **** told us and rather insisted us to book immediately because it may be sold out soon. We were not in hurry to book because we wanted the best deal so asked her to wait in case the price drops because usually for October cruise it is not much rush. But she insisted to book immediately and she clearly told us and promised us that if the price drops even after we book, she will either give us the credit or would upgrade our rooms to better ones. So we went ahead and booked on July 23rd and then on Aug 5th or 6th we saw that the price dropped and called her back. But now she says that she could only upgrade or give us credit for longer cruises with atleast 7 days and our cruise is 4 days so she cant do anything and cant help us. This was not informed to us before. She clearly promised us before booking. Now she is saying that she was not aware of that policy. This is about ridiculous because the price drop is around 620 dollars per room and we have 2 rooms so we are losing almost 1250 dollars which is a huge amount. She is saying sorry but we dont need apologies. We need credit for the differential or upgrade for our rooms because that is what was clearly promised to us. Please help.

  Business response

  08/10/2024

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

  At this time, price drops after final payment and up until 14 days to sailing are completed as a courtesy to our guests.  We offer complimentary upgrades or future cruise credits on all sailings 7 days or more that the price has dropped, but the promotions remain the same.  As your sailing is a four-day sailing it would not qualify for a courtesy price drop, and the promotions that are being offered now are different from what is offered on your reservation for the third and fourth guest. While it is not the answer you were looking for, I am sure you understand that for us to be fair and equitable to all our guests we must follow the same guidelines for all our guests cannot make exceptions.  When booking early you can select your cabin as you have that although not next door, they are close and on the same floor.   
  We look forward to welcoming you onboard soon. 
  
   Kind regards and safe travels 
  ***************************** Resolution Specialist NCLH 

  Customer response

  08/12/2024

   
  Complaint: 22112534
  
  I am rejecting this response because:

  we were CLEARLY told by the representative BEFORE booking that She would give us an upgrade or she would give us the credit if the price drops and that was the ONLY reason we booked immediately and did not wait. If she did not know the policy then that is NOT our problem. She NEVER mentioned that this will only be applicable for longer cruises. We were told and promised something before booking and now after booking you are saying that this is your policy. That is NOT acceptable. We understand and respect all your policies HOWEVER we were told differently before booking by your own representative. So it is clearly not our fault and we are definitely entitled to the upgrade or credit. You can check all the call recordings if you want. We had a conference call and there were 5 people on the call so everyone is aware what the representative clearly told us. So once again, your response is ABSOLUTELY NOT acceptable and we need a Resolution AS SOON AS POSSIBLE 
  
  Sincerely,
  
  *********************

  Business response

  08/16/2024

  Whilst we understand that these are not the answers that you were looking for and are potentially disappointed by the lack of compensation, Norwegian Cruise Line needs to maintain fairness and equity among all of our guests, which is why we stand by the terms and conditions outlined in our ticket contract and policies when we are dealing with our guests on both a direct basis or, via one of our travel partners. These guidelines help to ensure consistency and transparency in our approach to customer service and compensation 

   

  Kind regards 

   

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

  NCLH

  Customer response

  08/16/2024

   
  Complaint: 22112534
  
  I am rejecting this response because:

  I already said earlier that I understand all the policies and standards and whatnot and I respect everything BUT that is NOT the problem. The issue is what was promised to me personally by your agent. This has NOTHING to do with fairness. If you want to be fair then you have to help me resolve this issue. Please do not try to dismiss the issue by saying policy and fairness and other philosophy because this is absolutely not fair to us. Whatever you did to us is not fair so it is not fair for you to talk about fairness because this clearly shows that you do not care about your customers and then you talk about fairness. That sounds hypocritical. This is my last message. I need this to be resolved. All I am asking is what was promised by you guys only. I am not asking anything from my side. This was promised by you. So you should stick to your promise. That is only fairness in any field for any company and in any part of the world. 

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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Got back recently from a 10-day cruise on the Norwegian Getaway from ****** to *********. I tried submitting a form with Guest Relations but it's been a while and I haven't heard back. I have another upcoming cruise in December that is approaching the cancellation deadline, so I'm hoping to hear back soon to determine whether I cancel that cruise or not.For this cruise in question, it was not a good experience. The flight booking process was a nightmare, requiring many phone calls that lasted 1 hour+ getting the details right. We also had to pay for baggage at the airport when we were told repeatedly we wouldn't have to pay any baggage fees (several hundred dollars' worth).Once we arrived at the departure port, we were sad to learn that ***** had been taken off the itinerary. This was the main reason we booked the cruise! NCL said it was due to a port strike, OK but we met some friends on board who said they knew of the itinerary change a couple weeks before the cruise date! So why weren't we told until we arrived at the port? We had several reservations for activities in ****** (car reservation, ************, *************) that we were unable to get refunds for because it was too close to the dates (several hundred dollars more).After the itinerary change, we weren't able to find any affordable excursions at many of the ports, so we ended up staying on the ship a lot of the time (not our ideal European vacation). Then the dining was subpar - my wife ended up getting sick once, then several times they closed the buffet lines earlier than they were supposed to. And housekeeping skipped our room a couple days as well.All in all, just not the level of service I've come to expect from Norwegian. Our friends keep recommending other cruise lines to us and honestly, if we don't get a satisfactory resolution, we may cancel our future NCL reservations and try the other lines out. Hoping that's not the case though as we've loved sailing with Norwegian for years now!

  Business response

  08/15/2024

  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 ************************* and the attached letter was sent to them in response on 7 August 2024. As a gesture of goodwill, we issued each guest a coupon for 10% off their voyage fare on one future sailing. Kindly refer to the attachments we have included. 
  
  We appreciate this additional opportunity to review and respond to the consumer's concerns, and we hope to welcome them aboard a future Norwegian Cruise Line voyage. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  08/15/2024

   
  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

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have attempted to reach out to the Norwegian Cruise Line leadership team with no direct response from the *** or VP of ***** Services. There has been an attempt to brush myself and my party of sixs complaints under the rug through a representative from guest relations offering a $300.00 credit per guest for a future trip, but not remedying the $ wasted on this one.What my party experienced and have documented from our recent trip toes the lines of fraud (changing a trip itinerary with less than 3 days before sailing and AFTER the deadline to receive a refund from sailing). We also experienced issues of uncleanliness and violations of health and safety protocols specifically when it comes to food safety, sanitation, etc in the midst of uncertain times in a pandemic era.Being that half the trip itinerary was changed on my entire party, I dont feel that the request for a refund for half the cruise fare is unreasonable here. NCLs offers of future cruise credits does not meet expectations or is suitable when the company has already botched our last trip, why would we want to book another future trip when they cant even make this situation right?A solution offered that requires the customer to spend more money and reserve their future time is not acceptable.A simple partial refund for half the total fare for each guest is not only fair but would show us as loyal cruisers and past guests that we are actually valued.

  Business response

  08/05/2024

  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 ************************** and, upon review, their concerns have been addressed in line with our guest service standards. Kindly refer to the attachments showing the four letters we have sent: one from a department coordinator, one from a department supervisor, and the two from the Manager of Guest Experience on behalf of the Senior Vice President of Guest Services. 
  
  As advised in the third letter, Future Cruise Credit totaling $1,800.00 has been issued for the concerns expressed by the consumer. In light of this and the above, we must respectfully advise that we are unable to honor the consumer's request for additional compensation.  
  
  While we apologize for any continued disappointment, we appreciate this additional opportunity to review and respond to the consumer's concerns.
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  08/06/2024

   
  Complaint: 22086360
  
  I am rejecting this response because NCL has refused to issue a partial refund for the portion of the cruise that they cancelled only 3 days before sailing with no reason to all guests. NCL has also violated numerous health and safety protocols based on the lack of cleanliness of the ship. A letter to their President ***** CEO has gone unanswered to even though the video that plays on the ** in everyones state room tells us to reach out if your cruising experience didnt meet expectations. A $300 dollar credit is insignificant when our party spent over $6k for a party of two. 
  

  An increased compensation offer would at least show some concern or remorse given the fact that the standard $300 credit for these similar types of BBB complaints shows that we are being treated as nothing more than a number. I will never understand why companies like NCL feel its a wise decision to just brush justified complaints such as this under the rug given the business they will lose from my family alone. 
  

  I ask that the very love $300 per person compensation offer be revisited given this was supposed to be our familys dream trip to ******. The trip fell flat on many of the expectations when simple areas of the experience such as cleanliness, customer service, and adequate food ***** beverage services were forfeited over the course of the trip.
  
  Sincerely,
  
  *****************************

  Business response

  08/06/2024

  Good day,

  Thank you for contacting our offices once again regarding our previous replies.
  
  It has been brought to our attention 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.
  
  Upon review, we have determined that their concerns have been addressed in accordance with our policies. 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 caused, we are unable to honor the consumer's request for additional compensation and our decision remains firm. 
  
  We appreciate this final 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 your future travel plans.
  
  Kind regards,
  
  ***********************
  Manager, Guest Experience
  Norwegian Cruise Line

  Customer response

  08/07/2024

   
  Complaint: 22086360
  
  I am rejecting this response because a $300.00 credit does not justify the lack of a superior guest experience paid for this cruise. More than likely, 4 out of the 6 cruisers will never sail Norwegian again when I relayed NCLs compensation offer. Thats entirely up to them to do as they please moving forward.
  

  My wife and I (*********************************) are already booked again for November 2024. I would feel better about this if offered more than a $300.00 credit for ******** and I and to be used on that Nov 2024 cruise, not a future cruise after that. Is not saving at least 2 of your Lattitudes Rewards members worth more then a $300.00 each standard credit? I know others that have had less worse things happen on an NCL cruise and they were issued the exact same $300 credit. Its as if the letter and documented evidence of the mishaps on this cruise mean nothing. Looking at recent reviews from this cruise on cruisecritic.com, others are just as frustrated as me. 
  

  Please at least consider the amount of money spent on the last cruise, it would be nice to have a nicer credit available for us to use for excursions or other amenities on our November trip.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was booked for a 25 day cruise to sail on April 5th, 2025 in April, 2024. Due to challenging issues, I attempted cancellation in June, 2024 and spoke with Norwegian's customer service. Attempted because on July 20th, I was still on the booking information. I called ************ and spoke with ***. At that time I was informed my deposit of ****** would be returned in 5-10 business days. I confirmed cancellation on July 21st with ******. 10 business days later, my deposit was not in process per telephone call to *****; who subsequently hung up on me. I have declared fraud; horrendous customer service and disputes initiated as card stolen. I believe it will be resolved but I feel the public should be aware of the traps of not being able to handle a cancellation appropriately. Absolutely none of the transactions have been supported with any confirmation which ALL have been forwarded to a different passenger.

  Business response

  08/02/2024

  Good day,

  Thank you for contacting Norwegian Cruise Line on behalf of the consumer. 
  
  Using the information provided by the consumer, we have been unable to locate any reservations, cancelled or active. As such, at the consumer's earlier convenience, we kindly ask that they provide us with their eight-digit reservation confirmation number. The confirmation number begins with a 4 or 5 and is located in the top right-hand corner of the reservation confirmation. 
  
  We look forward to the consumer's response and assisting in resolving their concerns. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to cut out as it didn't fit. I uploaded the entire complaint.My name is ************ I am disabled. I normally do not need special accommodations as I know my medications and my body's limits and figure that there are others out there who need help more than I do. I just never expected nor imagined anything like this, or being treated so horribly by this company.I am asking for the full refund of our trip, including the excursions that were never refunded. (Total being $7010.53 plus the $1052.00) I don't believe that I am asking too much as I am still out so much for a vacation that never happened. Two of my brand new suitcases were ruined and I have to deal with my doctor, extra health expenses, the housesitter costs and so much more, caused solely by Norwegian ignoring the contract that they agreed to with me... not even explaining how miserable I was and how awful this entire "dream trip" became. Norwegian sent me a form response on how they accept no responsibility for any of this and to sue the travel insurance company/package (that Norwegian also sold me.) The travel insurance company has advised me to file a small claims case against Norwegian as they also see this as Norwegian's responsibility and don't want to touch it. I want a full refund as we did not receive any of the vacation package due to poor organization and management from Norwegian Cruise Line.

  Business response

  08/09/2024

  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 ************************** and, upon review, their concerns have been addressed in line with our policies. Kindly refer to the attachments showing the letters we sent to them via email, as well as proof of the shore excursion refunds they were inquiring on. 
  
  As advised in our original letter, while we make air arrangements as a convenient and economical way of reaching the ship, Norwegian Cruise Line has no control over airline operations, and, for this reason, we are not responsible for the airline's cancellations, delays, or loss of luggage. In light of this and the above, we must respectfully advise that we are unable to honor the consumer's request for a full refund of their cruise. 
  
  While we regret any disappointment 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

  08/12/2024

   
  Complaint: 22071381
  
  I am rejecting this response because:
  

  All that they have sent is the same thing stating that they are not responsible for anything and will not be held accountable. They show zero remorse and instead turn it around on me that somehow I should be out this money for trusting them to act within reason and be ethical. 

  As far as the excursions that they resold and promised to refund, they finally sent me a detailed account ship balance, showing ONE out of three, so that is simply untrue. Even with the one refund, they then added an extra excursion to *********, (to offset that refund?) a port that they canceled and even if I had not been sick due to their negligence, it would not have been available as we docked elsewhere instead of ********** 

  As for the luggage, I am willing to allow that the airlines (whom Norwegian contracted with, for my convenience) lost my clothing, as I cannot prove otherwise. My carry-on with my medication showed up on July 17th. My clothing (4 suitcases) did not show up until July 24th. We were at sea all day on July 24th, so how did my luggage arrive? The airline itself states that it sent all 5 pieces together at the same time. (I just received this new email stating this fact) so that in itself gives 3 options; 1. Norwegian left the other 4 and simply picked up the 1 with my medication. 2. Norwegian kept my clothing in storage somewhere on the ship and forgot about it until the cruise was ending. 3. The airline is lying. 

  Looking at the two previous cruises before mine, I see that Norwegian left everyones luggage and again the same responses to a lady needing her cancer/chemo medication and a mother with a baby needing her formula and diapers. They refuse to accept responsibility and show absolutely zero remorse. It is everyone else's fault, not Norwegian's. 

  I have still received no refund for the other 2 excursions (as promised) and one would think that in the least, Norwegian would offer a credit for a new cruise to make restitution for the one that they ruined. I am willing to hear compromise. 

  The guest should not be faced with all of the damages for trusting a business to act decently.

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

  Customer response

  08/12/2024

  Please See attached 

  Business response

  08/21/2024

  Good day,
  
  Thank you for contacting our offices once again on behalf of the consumer regarding our previous replies.
  
  It has been brought to our attention 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.
  
  Upon a thorough review of our post-cruise correspondence with the consumer, and our policies as they apply to this situation, we have determined that the consumer's concerns have been properly addressed. Respectfully, Norwegian
  Cruise Line has no control over airline operations, and we are not responsible for their loss or delay of the consumer's luggage. While we sincerely regret any further disappointment resulting from this letter, we must politely advise that we are unable to honor their request for a refund of their cruise and our decision remains firm.
  
  We appreciate this final 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

  08/21/2024

   
  Complaint: 22071381
  
  I am rejecting this response because:

  Norwegian has refused to accept responsibility for their actions and only wants to point fingers at others. Norwegian needs to not contract with guests for transportation (at a highly inflated cost) with secure assurances when they have zero intention of holding to their end of the contract. I offered the compromise only for them to prove how unethical and unprofessional they are and honestly would have been surprised if they had accepted it but at least they have shown the public how they do business and how trustworthy Norwegian is. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of transaction was 26/05/2023 for $375 , paid by **** 23/05/2023, and the final payment due on 08/03/2024 for $7.028.99 paid on 02/02/2024. Norwegian **** itinerary date July 06 up to July 15, 2024 Port departs *********** ******. July 07 ************************, July 08 *************** ******** ******, July 09 **************, July 10 at sea ,July 11 *********, July 12 *********** *******, July 13 port Warnemunde ****** , July 14 **************** , July 15 ship arrives at **********. ON July ****** our itinerary was change and 2 port July 11 ********* to *************** , and change July 14 **************** to ***************. Norwegian cruise line change itinerary with proper disclosure where we made our final payment. I have reach out for the customer relation of ********************** and my complaint was not resolved.

  Business response

  07/30/2024

  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 on 24 July 2024. 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 a full refund of their cruise.
  
  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,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  08/09/2024

   
  Complaint: 22056585
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business response

  08/15/2024

  Good day,

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

  It has been brought to our attention 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.
  
  Upon a thorough review of the consumer's concerns and our post-cruise correspondence, as they apply to the terms and conditions outlined in our Guest Ticket Contract, we have determined that their concerns have been addressed in accordance with our policies. As stated in our Guest Ticket Contract: "The Guest agrees that the Carrier has the sole discretion and liberty to direct the movements of the vessel, including the rights todeviate from the purchased voyage or the normal course for any purpose, includingcancel any scheduled call at any port for any reason and at any time before, during or after sailing of the vessel; omit, advance or delay landing at any scheduled or advertised port; return to port of embarkation or to any port previously visited if the Carrier deems it prudent to do so; substitute another vessel or port(s) of call without prior notice and without incurring any liability to the Guest on account thereof for any loss, damage or delay whatsoever, whether consequential or otherwise, except as may be required by law." We have attached a copy of our Guest Ticket Contract, for reference. Kindly refer to the highlighted information in section (7.c) on page eight. 
  

  In light of the above, we must respectfully reiterate that we are unable to honor the consumer's request for a refund of their cruise. While we regret any discontent resulting from our response, our decision remains firm.
  
  We thank you for allowing us this final opportunity to address the consumer's concerns and certainly hope that they will understand our position in this matter. It is our desire that, over time, they will consider Norwegian Cruise Line in their future travel plans.
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

• Initial Complaint

  07/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 21, 2024. Norwegian has not tried to meet an agreement with us. We disembarked from NCL Jade before it EVER departed due to horrendous racism against my black husband as the father of our 8 children (6 white, 2 biracial), all wet bedding in rooms, and extremely rude guest service members that were lying to everyone's faces and trying to rush us off the ship as quickly as possible and therefore did NOT follow procedures for children leaving the ship without the guardian they were attached to. The whole ordeal was unacceptable on many levels! Norwegian said they aren't going to do anything about it. Won't refund all our money. Just said too bad essentially.

  Business response

  08/01/2024

  Good day,
  
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
  
  After delivering cruises for over a half-century, our goal remains the same; to offer a fantastic cruise experience to all our guests from beginning to end. We are most concerned to learn that the consumer feels they were discriminated against by port staff, and we offer our sincere apologies for any discomfort they experienced as a result. We wish to assure the consumer that Norwegian Cruise Line does not tolerate discrimination against any of our guests, regardless of race, ethnicity, nationality, religious affiliation, political beliefs, gender identity, sexual orientation, disability, or age. We ask that the consumer accept our most sincere apologies, as it is not our intention for our any of our valued guests to be made to feel this way. 
  
  Please be aware that the cruise terminal is owned and operated by the local *************** the port and its employees are third-party contractors, not under the direction or employ of Norwegian Cruise Line. Nonetheless, as we deeply regret the outcome of these circumstances, we have honored the consumer's request and issued a full refund of the amount paid to us for their cruise. Further, we are conducting an internal investigation with our third-party provider regarding these claims. 
  
  Norwegian Cruise Line makes every effort to ensure a positive environment for all our guests, and we regret the way in which it was diminished due to these circumstances. Kindly be assured that this experience was completely out of the norm and is not at all representative of the type of service provided by Norwegian Cruise Line. 
  
  We thank the consumer for sharing their concerns and allowing us this opportunity to address them. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  08/14/2024

   
  Complaint: 22053902
  
  I am rejecting this response because:

   

  We were told by ******** ************** Director) that a full refund would come in 5-10 business days. It has been 11 business days and we have yet to receive the refund. We have reached out to ******** on an update on this refund and are waiting for a response still.
  
  Sincerely,
  
  *******************************

  Business response

  08/16/2024

  Good day,
  
  This is in response to the consumer's recent letter and further to our previous correspondence. 
  
  Please be advised that refunds take up to ten-business days for processing; however, funds may take up to thirty-business days to post to the consumer's account, dependent upon their financial institution's internal policies. 
  
  We have attached a copy of both reservation cancellation confirmations, showing that Norwegian Cruise Line has issued refunds to the consumer for all payments made on each reservation. 
  
  We appreciate this additional opportunity to address the consumer's concerns.
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  08/18/2024

   
  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

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our Cruise began July 8, 2024. Our luggage was delayed due to an accident by Norwegian Cruise Line Epic. We received our luggage on July 11, 2024. To solve the problem Norwegian provided, a children's tooth brush, small 1 inch toothpaste, bic razor, t-shirt too small, ****** credit, and 1 laundry service for 4 days. I have provided a letter to Norwegian stated all that happened and what was provided. I have also enclosed the letter they sent me resolving the problem. Which was nothing more than what they provided.

  Business response

  07/30/2024

  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 ************************** and, upon review, their concerns have been addressed in line with the terms and conditions of our Guest Ticket Contract. Kindly refer to the attachments showing the two letters we have sent in response to them. 

  While we regret to learn of their continued disappointment, we must respectfully reiterate that this occurrence is not something we are able to provide further compensation for. ************** services are owned and operated by independent contractors, not under the employee of Norwegian Cruise Line. As stated in our Guest Ticket Contract:
  
  "9. Independent Contractors:
  (a) Off-Vessel Transport and Activities: The Guest recognizes and agrees that, if and when the Carrier makes arrangements for the Guest for air transportation, hotel accommodations, ground transfers, shore excursions, medical care and/or for other transportation, activities, services, facilities or amusements occurring off of the vessel, the Carrier does so solely for the convenience of the Guest, the Carrier does not act on behalf of or supervise the parties or persons who own, furnish, or operate such conveyances, services or facilities, and the same are provided by independent contractors who work directly for the Guest and Guest is subject to such terms, if any, appearing in the tickets, vouchers or notices of such party or parties. Therefore, the Guest agrees that the Carrier assumes no responsibility for, nor guarantees the performance of, any such person, party, contractor, service or facility, and that the Carrier shall not be liable for losses or injuries arising from the acts or omissions of such person, party, contractor, service or facility."
  
  We have attached a copy of our Guest Ticket Contract, which the consumer electronically signed and accepted when they completed their Online Check-in. 
  
  It is for reasons such as the consumer experienced that we strongly recommend all guests purchase a comprehensive travel protection policy with their reservation. As we are showing the consumer purchased Platinum travel protection with their booking, we must kindly reiterate the need for them to file a claim directly with the travel protection plan carrier, AON, ***** for possible reimbursement of any vacation incidentals. To file a claim, the consumer can call their direct number at ************** or visit their website at www.aontravelclaim.com.

  While we apologize for any continued disappointment, we appreciate this additional opportunity to review and respond to the consumer's concerns.
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  08/13/2024

  Complaint: 22050578

  
  

  I am rejecting this response because:

  The insurance that Norwegian provides does not cover the four days of our vacation that we lost due to our luggage delay that was caused by the company they hired to transport our belongings. 

  Sincerely,

  
  

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

  Business response

  08/16/2024

  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 correspondence and their Better Business Bureau submission, as they pertain to our policies.
  
  As stated in our Guest Ticket Contract and mentioned in our earlier correspondence, Norwegian Cruise Line makes transport arrangements with independent contractors for the convenience of the guest; however, the guest agrees that Norwegian Cruise Line assumes no responsibility for any losses arising from the acts of the contractor. Nonetheless, as a gesture of goodwill, each guest in the stateroom received $100.00 per person onboard credit for the inconvenience they experienced.  We have attached a copy of their folio, showing the onboard credit was provided.
  
  While we regret to learn to learn that they remain dissatisfied with our responses, we must politely advise the consumer 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.
  
  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, 
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  08/16/2024

   
  Complaint: 22050578
  
  I am rejecting this response because:  I feel that your response is totally unfair, but I can see nothing is going to be done.  I no longer want to pursue this complaint, but I will tell all of my friends and relatives  about how we were treated and let them know you are a company they should think about before traveling with your ***** line. I myself will never travel with you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July,7 2024 Ship joy **** number ******** We where a party of 17 two of my guess did not receive the same group discount the person who booked the cruise for NCL made a mistake we tried to get the matter resolved on the ship and on the ship no could help cause they needed the person who booked the trip from *** to respond back to the people on the boat until this matter was resolved my two guest missed out finally had the problem fixed 2 days later how do you compensate for a bad experience caused by NCL saying you sorry sure we are human and make mistakes but my question is how could this be that 2 people are left out and being part of the group why couldnt the matter be resolved on the boat I paid for them and I was credited ****** dollars for the mistake I feel thats not good enough your process cause problems to help your costumers a vacation shouldve been fun one of those guess was my daughter ***************************** she was crying at her mothers Birthday dinner cause at ***************** they play joke and give one guess and empty plate and ******* just happen to get the empty plate I and her mother where heart broken We travel with NCL for many years it shame how you handle such a simple matter party of 17 and 2 guests are in the group but are not equal in the group perks how hard could it have been for personal on the boat to handle the matter that they needed the person from NCL who booked it to respond and what if she didnt respond go the week without group perks NCL booking department caused a problem that was emotional hardship on our family Thanks ***************************.jr

  Customer response

  07/28/2024

  This was a response prior to notifying you BBB really not addressing the emotional hardship caused by there negligence 

  Customer response

  07/28/2024

  This was a response prior to notifying you BBB really not addressing the emotional hardship caused by there negligence 

  Business response

  07/31/2024

  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 attachments showing the two letters we sent to them via email: one on July 24th and one on July 26th, 2024. Upon an additional review of their submission and our response, we have determined that their concerns have been addressed in line with our policies. Further, $200.00 in cruise credit was provided as compensation for their concerns.
  

  In light of the above, we must respectfully advise that we are unable to honor the consumer's request for a refund of their cruise.
  
  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,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  08/01/2024

   
  Complaint: 22049820
  
  I am rejecting this response because: there was a high level of emotional distress caused by NCL do to there negligence emotionally heartbroken watching my kid cry because of NCL total negligence the reparations fall very short of due diligence of emotional hardship I will send the email NCL taking full responsibility that it was there fault 
  
  Sincerely,
  
  ***************************

  Customer response

  08/01/2024

  More Complaint: 22049820
  I am rejecting this response because: there was a high level of emotional distress caused by NCL do to there negligence emotionally heartbroken watching my kid cry because of NCL
  total negligence the reparations fall very short of due diligence of emotional hardship I will send the email NCL taking full responsibility that it was there

  Sincerely
  ***************************

  Business response

  08/05/2024

  Good day,

  Thank you for contacting our offices once again regarding our previous replies.
  
  It has been brought to our attention 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.
  
  Upon review, we have determined that their concerns have been addressed in accordance with our policies. 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 caused, we must respectfully reiterate that we are unable to honor the consumer's request for additional compensation and our decision remains firm. 

  We appreciate this final 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

  08/05/2024

   
  Complaint: 22049820
  
  I am rejecting this response because:
  Why should NCL be the final arbiter for final results they caused saver emotional hardship proof via email of NCL taking full responsibility they have policies on the boat that could not be addressed on the boat only by the person that booked our group trip could fix the problem and that was 2 days later time wasted at guest service on the boat all do NCL mistake more policies that dont address the emotional duresss the hardship of NCL telling to wait 24hr turned into 48hrs my kid crying cause she was left out group package along with another guest no I dont agree with policy put forth by NCL and I ask BBB to proceed with what means its at disposal to properly address this matter in my view people emotionall hardship caused by NCL has not met true reparations 
  Sincerely,
  
  ***************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a group trip for multiple cabins. We decided to upgrade our room and was charged $2100. Our travel partners upgraded to the same room, same grade the same day and they had paid about $200 more then us. To up grade they only paid $1200 more. In total we paid about $1400 more than them in addition. When I called to ask what happened we were told it was because they didn't get to pick the room. We explained we also did not get to pick our room either. Additionally they did not have their military discount added. The attendant kept giving excuses that did not add up and finally got upset with us and hung up on me. Very rude we just wanted an explanation. Finally it seems their maybe a bit of discrimination.

  Business response

  07/29/2024

  Thank you for forwarding *************************** complaint and allowing us this opportunity to respond. 
  
  I have reviewed both reservations and the difference in the price is that you had travel protection on your reservation and the other reservation did not.  This increased with the upgrade, also you had the free at sea promotions of beverage and dining when the reservation was upgraded, on the other reservation these were removed at the time of the upgrade.  The payment for the beverage and dining was refunded on 7/25 when they were removed from the reservation. The cost of the voyage fare, government tax and Get taxes were the same.  The prepaid gratuities were less on ************************** reservation as the fourth guest is one year old.  
  Kind regards 
  *****************************  
  Resolution Specialist NCLH 

*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. ↩