ComplaintsforNorwegian Cruise Line

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our daughter ate a common food that is not supposed to have nuts in it at one of Norwegian's restaurants. She had an allergic reaction. The cruise medical facility administered an Epipen and observed her for a few hours. They then charged us $3,700 for just administering an Epipen.We complained to the concierge who said he couldn't do anything about it. The Maitre D at the restaurant told us it was the cruise line's fault, that they likely used a mixing bowl from a previous dish that had nuts without washing it.We feel the ship was negligent and serving food that should not contain nuts but did. We were ok with not asking for anything for the incident and inconvenience as it cost us a day on our vacation. However, we feel it is very unfair to charge an extremely high price for simple medical procedure where people routinely give these shots themselves in a non-medical setting.They charged our card without any consent for the amount they wanted to $3716.88. We want that to be completely refunded as the nut allergy in the food was their fault.

  Business response

  04/25/2022

  Thank you for taking the time to write to us regarding your clients' cruise vacation aboard the Norwegian ****.
  
  After delivering cruises for over 50 years, our goal remains the same: to offer unique cruise experience to our guests. We are truly sorry to learn that we fell short of their expectations.       
  
  We are very concerned about the type of food that was brought to your daughter during their cruise vacation. Dining onboard should be one of our guests' most favorable impressions of our line; therefore, we make every effort to accommodate our guests' dietary needs. Every week, there are hundreds of passengers onboard our vessels who suffer from food allergies, and we assure your client that we always endeavor to carefully accommodate each guest so they can fully enjoy their meal experience. 
  
  Their concerns in that regard were forwarded to our shore side ********* Services for internal review with the team onboard. Please accept our most sincere apology for the great disappointment caused to your client by this situation.
  
  Further, please be advised we do not extend refunds or credits for services rendered in the medical facility by the onboard Doctor and Nurses.
  
  In addition as stated in our brochure and their cruise contract of passage, once these services are rendered they are done at the customary charge. However, if they have travel protection they may contact them directly and initiate a claim for reimbursement consideration.
  
  It is never our desire for our guests to be disappointed or inconvenienced in any way, and we regret that your cruise experience did not fully meet your expectations this time.
  
  Thank you for the opportunity to review and respond to your clients' concern.

  Customer response

  04/26/2022

   
  Complaint: 17097408
  
  I am rejecting this response because they take no responsibility for serving our child food with nuts in it that should not have had nuts in it.  Their own staff member in charge said it was their mistake.  Our daughter is very careful with what she eats.  She has not had an allergic reaction in a very long time.

  We will also not accept being price gouged like this.  It is unacceptable and we will be telling anyone we come in contact with not to sail with Norwegian.  We never did hear back from the complaint that our concierge said he submitted. What kind of customer service is this?

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

  Business response

  05/12/2022

  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 your clients' concerns. In an effort to provide the highest level of service to them, we have reviewetheir  case once again.
   
  After a review of their case at length, we have determined that their concerns have been addressed in accordance with our policies. While we are sorry to learn of their continued disappointment with our previous responses, our position in this matter remains firm.
   
  We appreciate this final opportunity to address their concerns and trust our explanation will help them to understand our position in this matter. It is our hope that over the course of time they will consider Norwegian Cruise Line in their future travel plans.

  Customer response

  05/20/2022

   
  Complaint: 17097408
  
  I am rejecting this response because they did not address one of our issues.  Their response looks like a canned response.  It does not appear that they looked at our case at all.  The concierge filed a complaint thru their system as well and not one time have they tried to reach out.  Their negligence caused our daughter to get an allergic reaction, and then they price gouged us - over $3700 for just an epi pen injection.  We were told it would be a $140 consultation fee.

  In addition, we have had a medical expert review the medical report and see a case where it is basically fraud in their charges.  They charged us for our daughter to be "admitted" to an ICU yet her ********************* they show were always normal and they state it as normal.  She never left her original room where she was first consulted.  We will be seeking an attorney as they fail to show any accountability and appear to be engaging in fraud.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My original cruise was for July 2020 and was cancelled because of Covid. I agreed to rebook for July 2021 instead of a refund. Covid cancelled the cruise again for 2021 and by no fault to the cruise line I agreed to rebook for July 2022. We were in constant contact with our cruise consultant ***** and were offered upgrades and credits to our account that we accepted. Our daughter was also cruising with us and she had us write a letter allowing her to credit some of our cruise credits to her. March 2022 and the final payment for this cruise is due and my account shows I owe full payment. My original cruise was paid in full in 2020 and the credits that i thought I had were not applied. I called ***** and was told a mistake had happened with my account and that she needed her supervisor to fix it. After weekly calls to her and still nothing. I don't have a cruise booked as of right now because they cancelled it. I have all the documentation from my original cruise date being paid and correspondence with *****. As my cruise draws closer and as of right now it has been cancelled for non-payment and no one seems to be fixing this situation.

  Business response

  04/22/2022

  Thank you for contacting us regarding your clients' cruise credits.
  
  A review of our records indicate your clients requested for their Recom 100% credits to be transfer to another guest. While we understand your clients' concern, we recommend they contact the individual and let the new owner request a reversal. 
  
  Once that process is completed, your client will be able to apply the credit to a new voyage.
  
  Thank you for the opportunity to review and respond

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reservation: 47570549,47570511. Group A1268658. 1) Our group was only booking 4 cabins. I was told by our booking agent, that by booking one more cabin, a great group discount is available, so we were able to book a 5th cabin. After pressing what that discount would be, it was said that I would receive $500 discount for being the group leader as I was the contact point. However, the $500 discount would not be given until all 5 cabins paid in full and we all actually completed the cruise. 2) I have my original reservation confirmation of my fare and the inclusion of NCL's widely promoted add ons for free. We were to receive add ons of shore excursion discounts, 2x2 specialty dining packages, 1 internet package and 2x premium beverage packages per cabin. Some time later, I received another email of our revised reservation, but I never changed anything. I noticed that all was the same, except that several add ons were now excluded. I called booking agent and he said we were not entitled to some add ons since we were getting the group discount of $500. Agent asked me what were the most important add ons wanted. I said all of them as that is what was advertised. He offered the drinks, meals and a $100 credit per cabin to be used as we wished on board. I accepted and confirmed that I was still to receive the $500 group leader discount and that he said yes. Per my final receipt, I did not get credit for $104.48 of the $200 cabin credit (my 2 cabins) that I was suppose to be able to use on anything on board. Agent's words, not mine. I have copies of all invoices with promo codes, which agent said confirmed all being included on trip.I am not asking for anything extra. I am only wanting to receive what was being advertised and what is being told to me I will receive if I book. I feel this is both false advertising and coercion. I really do expect NCL to honor what I was to receive. I expect a $604.48 credit put on my credit card or a check mailed to my home address.

  Business response

  04/22/2022

   

  Thank you for contacting us regarding your clients' refund request.
  
  Please see below response which was sent to your clients regarding their concenrs.
  
  Thank you for the opportunity to review and respond.
  
  

   

  
  Mr. Keith Hall
  2001 *************
  ******, ** 28173
  **
   
  Re: Norwegian Epic Voyage of 2/27/2022
  
  Dear ************:
  
  Thank you for choosing Norwegian Cruise Line for your vacation at sea. 
  
  Enclosed please find an itemized list of your onboard expenditures. Please note that the terms and conditions of non refundable onboard credits state that they can be used for all purchases except towards onboard service charges, manual/ additional gratuities including all Gratuity vouchers, pre-purchased activities, foreign exchange transactions and Currency Exchange, Casino and  CruiseNext Deposits. Please accept our apologies for any misunderstandings with regard to this matter.
  
  Kindly be advised that a review of our records does not reflect that the group was entitled to receive a $500.00 group discount.
  
  Your Latitude inquiry has been forwarded to the ******************** For review. As such they will advise you directly with a response. We are truly grateful for your patience in this process.
  
  We appreciate this opportunity to review your comments and we look forward to welcoming you back onboard a future Norwegian Cruise Line voyage. 
  
  Sincerely,
  
  ******* R
  Guest Experience Coordinator
  Guest Experience Team
  
  Case: 05001450

  Customer response

  04/22/2022

   
  Complaint: 17094539
  
  I am rejecting this response because: NCL did not truly read my complaint. They already gave the same canned copy/paste response. My complaint has been logged and that is fine. NCL falsely advertises all of these wonderful free perks, then just removes them from your reservation unknowingly. That's ok, I'll let as many people as possible know of their illegal practice, plus the ******* Attorney General. There are many other cruise lines to choose from. Food poison on NCL in 2019 and now deceptive advertising. Never again.

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

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2019, we booked our very first cruise for our honeymoon. The cruise was free from our local casino and we booked a cruise for May 2020, we spent $2,800 extra for upgrades/fees etc.In 2020, we were told our cruise was cancelled and could get a refund or rebook the same cruise for 2021. So, being this pandemic was only supposed to last a few weeks we decided to rebook.In 2021, we were told our cruise was cancelled again. So by this time we wanted a refund. We were told since we rebooked this cruise we could not get a refund due to our money being tied up into Future Cruise Credits (FCC). Which we were not told this was going to be a thing when we rebooked again. So to not lose out on our money, we rebooked again.In 2022, we had to cancel the cruise due to the updated policy changes vax requirements. Apparently, we cancelled too late (114 days prior to our sail date) and were charged a fee of 25%. Ok fine, but we were not told this would affect our chance at a refund. So now I would like the remaining refund, but when we try to get our refund we are being told because we cancelled with penalties we can not get our money back at all. So now, we have FCC banked and will expire by 12/31/22 in which we can not cruise due to vax requirements that were put in place after I booked this cruise.With this being said, I have submitted four case submissions, called customer service, emailed corporate, spoke with numerous supervisors and have asked for someone higher up to call me. I have spent much time trying to get my money back whether it be a full or partial refund. They keep throwing policy this and policy that at me. We would be cruising if it weren't for the 100% vaccination put in place after our booking. Regardless if its $10, half, full, partial etc, its my money I paid and I would like it back.Please help.

  Business response

  04/22/2022

  Thank you for contacting us regarding your clients' refund request.
  
  Please see below response which was sent to your clients regarding their concenrs.
  
  Thank you for the opportunity to review and respond.
  
  

   

  
  Ms. Shannon ********
  206 ********************
  *********, ** 13090
  **
   
  Re: Norwegian Pearl ****** of 5/27/2022
  
  Dear ********************:
  
  Thank you for choosing Norwegian Cruise Line for your vacation at sea. 
  
  Your letter to our Executive Offices has been forwarded to us for response as the *************************** was established to represent senior management's view on customer-related matters.
  
  Please be certain that we understand and sympathize with your considerable disappointment and the emotional impact this unfortunate situation had on you. We also wish to assure you that all the circumstances were carefully considered each time we reviewed your file. At your request, we have reviewed your complete file again.  
  
  Norwegian Cruise Line's cancellation guidelines are quite strict, as is standard throughout the cruise industry, and applies to all passengers. While we regret to learn of your continued disappointment with our previous responses, our position in this matter remains firm, we are unable to honor your request for a refund of the cancellation fees you incurred for reservation ********.
  
  To clarify, once cruise credits are partially used or under cancellation fees, we are unable to process a refund. Your credits issued from reservation ******** are currently partially used, due to your coupons being applied to booking ********, which was canceled under cancellation fees. A review of your reservation indicates you have purchased standard travel insurance and we encourage you to file a claim with AON for the cancellation fees incurred. Their contact information is as follows:
  
  Aon, LTD. 
  Claim forms: www.travelclaim.com
  Tel: **************
  
  Thank you for this final opportunity to respond. We hope in time that you will understand our position in this matter and hope that over the course of time you will once again consider sailing Norwegian Cruise Line and allow us the opportunity to regain your trust.
  
  Sincerely,
  
  ***********************
  Guest Experience Manager
  Norwegian Cruise Line
  
  Case: 04839078

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 31 2022 I purchased a cruise on the *** website. I went through the complete booking process which included using two future cruise credits for $250 each. Both of these credits showed up on the *** site as available to use so I selected them both. The total price before the credit was $2353.28. I applied both credits and the total then came down to $1853.28. The site said my credit card will be charged the amount of $1853.28. I then completed the purchase. My card was billed the pre-credit amount of $2353.28. I then called the next morning on 4-1-2022 and spoke with a customer representative and she assured me that there was a balance of -$500 and she would have the $500 credited back to my card. She informed me that it could take up to 14 days to show up and to be patient. Today I called *** back and spoke to a customer service supervisor who informed me that I was only allowed to use one future cruise credit and that the website should not have let that happen. I then told him that when I hit the purchase button on the website that the total was showing $1853.28 and that they should honor the price as this was not my fault. He basically told me to bad and there was nothing that they could do for me. I am attaching the confirmation that they sent me showing the two credits being applied and the $500 credit that is owed me.

  Business response

  05/18/2022

  Thank you for contacting us regarding your clients' upcoming voyage onboard Norwegian Getaway.

  A review of our records indicate a refund was issued in the amount of $250.00 bac to MasterCard ending in **** **** on 04/28/2022. Since your clients' reservation is active, we recommend they contact our *********************** at ************** for assistance.

  Thank you for the opportunity to review and respond.

  Customer response

  05/18/2022

   
  Complaint: 17068754
  
  I am rejecting this response because: If you look at the attachment that they posted it says that they owe me $500. Thanks for making my case NCL.
  
  Sincerely,
  
  ***********************

  Business response

  05/20/2022

  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 your clients'concerns. In an effort to provide the highest level of service to them, we have reviewed their case once again.
   
  After a review of their case at length, we have determined that their concerns have been addressed in accordance with our policies. While we are sorry to learn of their continued disappointment with our previous responses, our position in this matter remains firm.
   
  We appreciate this final opportunity to address their concerns and trust our explanation will help them to understand our position in this matter. It is our hope that over the course of time they will consider Norwegian Cruise Line in their future travel plans.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a cruise for 2 rooms in 2020. It was canceled due to covid. We rebooked for 2021. They canceled due to my son being under the age of 2. They refunded one room but not the other. One refund went through after 1 month. The other room they kept having issues. Now finally they have someone elses address on the emailed and they have denied my refund. No reason why. I'm down **** because of an accouting issue ?

  Business response

  04/20/2022

   

  Thank you for contacting us regarding your clients' refund request.
  
  Please see below response which was sent to your clients regarding their concenrs.
  
  Thank you for the opportunity to review and respond.
  
  

   

  Thank you for your inquiry regarding the status of your pending refund.
  
  As you may know, we have canceled an unprecedented number of cruises due to the ******19 pandemic. This has resulted in a much higher than normal volume of refund requests. Our team is working tirelessly to finalize these refunds to the original form of payment as promptly as possible.
  
  Regrettably, we are experiencing delays with our ability to deliver within the originally communicated 90-day time frame and want to set proper expectations with our ability to deliver. We are greatly appreciative of your patience and understanding as we know that this is not the outcome you were hoping for. 
  
  We remain dedicated to providing our guests with the best travel experiences across the globe, and we look forward to welcoming you aboard once we set sail again.

  Customer response

  04/21/2022

   
  Complaint: 17068687
  
  I am rejecting this response because: they said to give them 90 days its been 6 months. They have answered me separately but not actually look at the case.
  
  Sincerely,
  
  ***********************

  Business response

  05/16/2022

  This is to further our previous correspondence and in response to your clients' recent letter.
  
  Our team is working tirelessly to review all refund submissions. Kindly be advised that, as per our previous letter, the process of reviewing their case for a monetary refund of your future cruise credits will be completed within 90 days of your refund submission date. As such, we please ask that you allow the full time frame for your request to be thoroughly reviewed. 
  
  Thank you for this additional opportunity to address your concerns.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked a cruise for June 2020 but it was canceled due to COVID, we received Future Cruise Credit and rebooked a cruise for March 2022 but I had to cancel that one because I have a 4 year granddaughter that would be unable to go because she is unvaccinated. I would like to receive my refund of $3700 but I keep getting the runaround. Please help!

  Business response

  04/20/2022

  Thank you for choosing Norwegian Cruise Line for your clients’ vacation at sea.
  
  We are writing to confirm that your clients' Future Cruise Credit monetary refund request has been received and reviewed for reservation: ********

  We regret to inform your client that their request is not eligible for a refund due to the following:
  

  A review of our records indicate your traveling companions cruise credit acquired on the above reservation was transfer to another guest. 
  
  Regrettably, we are unable to honor their request for monetary refund of your Future Cruise Credits.
  
  Please review the full terms for eligible refund requests here: https://www.ncl.com/suspended-sailings.
  
  For more information about your future cruise credit or details about how to transfer your clients' FCC to another guest please visit: https://www.ncl.com/fcc.
  
  We appreciate your continued enthusiasm for our cruise vacations and the opportunity to address your clients’ concerns

  Customer response

  04/20/2022

  
  Complaint: 17065887
  
  I am rejecting this response because: the other party canceled the cruise also and got a refund. The future cruise credit was not used.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  04/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i had to cancel a cruise based on the new booster requirements from europe. i was advised by NCL to file a claim with the insurance company. the insurance company is giving me the run around that it might take 21 days for them to issue me a ***. i need the *** to book another cruise sailing in a month. no one will help me use the money i already spent with NCL to spend again with them,. guest relations is about 30 days out

  Business response

  04/20/2022

  Thank you for contacting us regarding your clients' refund request.
  
  Please see below response which was sent to your clients regarding their concenrs.
  
  Thank you for the opportunity to review and respond.
  
  

   

   

  Thank you for contacting us regarding your cancelled voyage onboard Norwegian Gem.
  
  A review of our records does not indicate your Insurance cruise credits are attached to your latitude. We appreciate your patience as our perspective department complete this process.
  
  Thank you for the opportunity to review and respond.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Norwegian Cruiseline has sent a cancellation email stating that the credit my husband has brought was applied against a reservation. I received a call from Norwegian Cruise line selling packages for 2021 and I clearly told the caller that I will not travel during Covid and if need be I will book vacation after Covid. This was in June or July 2020.When I called NCL to inquire about the cancellation, they informed me that the booking was made on 26th July 2020 (Booking number: ********) and they have used my husbands cruise credit without my permission or my husbands permission. The customer service agent confirmed on call that there was no transaction between July 2020 and March 2022 (ghosting period). I did not book this vacation and did not permit to charge the booking against our Cruise Credits which was purchased in 2019.Moreover, I spoke with the agent and he cannot use my husbands credits. If he had charged my credit card, I would have responded immediately.I am receiving this cancellation email while I did not receive the booking email. The call Center agent claims that I was irresponsible not reaching since July 2020. I would have contacted NCL if I had booked the tickets. In this case, why would I let go for years and then jump when I see a cancellation charge for $638? I require a refund USD500. I cannot bear the expenses for an incorrect booking that was done by a Sales agent. *********************

  Business response

  04/20/2022

   

  Thank you for contacting us regarding your clients' refund request.
  
  Please see below response which was sent to your clients regarding their concenrs.
  
  Thank you for the opportunity to review and respond.
  
  

   

   

  Thank you for contacting us regarding your upcoming voyage onboard Norwegian Sun.
  
  We have reviewed your concern and have process a refund in the amount of $C638.00 back to your latitude number. To use your credits, please contact our *********************** at *************** for assistance.
  
  Thank you for the opportunity to review and respond.

  Customer response

  04/24/2022

   
  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.
  

  Thank you NCL for resolving my case and appreciate the quick turnaround,
  
  E ********

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I are adamant cruisers we have cruised with Norwegian several times this particular Cruise was purchased before covid was a thing. So for the last two and a half years we've been receiving Cruise credits because I was told I was not allowed to get a money reimbursement we use the cruise credits to purchase another Cruise that's supposed to be leaving at the end of May of 2022 we recently received an email saying that they have decided to go 100% vaccinated including staff and anyone who wants to cruise. We are not vaccinated and we don't choose to be vaccinated -so we cannot take the cruise the cruise consultant told us they will not give us our money back however we did not change our decision or want to cancel they're telling us we can't Cruise because we won't take the vacine.which wasn't the case when we purchased the cruise originally or any other upgrades that we purchased they simply just change their contract so we feel we should be able to be reimbursed the $7000 that we paid.the cruise is coming up and the next few weeks and we are left not knowing what to do if we cancel then it's going to be on our end so we chose not to cancel but they're telling us we are not allowed on board because we're not vaccinated I am just simply looking for some help and a reimbursement of the money that I have spent that now I can't take a vacation because they change their contract.

*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. ↩