ComplaintsforNorwegian Cruise Line

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made two hotel and transportation from hotel to cruise ship reservations through NCL for **** *****. They charged me for both reservations, one room was for two nights and the other was for one night. The first person to arrive checked into the hotel with no issue. The second person, arriving the next day, was needing a late arrival due to a train workers' strike in *****. When the front desk was approached the morning of the second day, the hotel and the transportation service could not find the reservations for the second person even though NCL had taken payment via credit card and provided information for the reservation. When NCL was contacted, they indicated that while they were sorry and could see that payment had been received and that they had failed to make the reservations; there was nothing they would do to assist with a hotel or transportation reservation and the individual was on their own to acquire hotel accommodations and transportation and would need to pay out of pocket. NCL further stated that the passenger would need to work to get a refund while onboard the ship. They started a case number but would not even agree to process a refund of the $270.00 already paid to NCL. Onboard the ship, the passenger was told they would have to deal with NCL in ***** upon return through Customer Relations. Once back in the **, when NCL was called they stated they had no Customer Relations representatives for past cruises and there was no one to speak with regarding a refund to work it on line. On line, there is no way to view the status of the case number provided by NCL onboard the ship. They are simply giving a run around to avoid providing a refund for services they failed to deliver.

  Customer response

  08/02/2024

  NCL has indicated that they have provided BBB with a response and I should look at the BBB web site for their response. Their response is not posted to what I can see. How do I view their response to the BBB? Please email me at **************************  Thank you, ******

  Business response

  08/13/2024

  Good day,
  
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
  
  We have reviewed the consumer's reservation and confirmed that only one hotel room was booked. Our reservation system prices all items based on double-occupancy rates. As such, the price the consumer paid to us for the hotel was for one room, reserved for ********************************* for two nights, beginning on 6 July 2024 and for ********************************* for one night, beginning on 7 July 2024. When ********************************* contacted the hotel to advise them that she would be checking in late, they were unable to locate her booking because it was reserved under ************************************* name, as she was the primary guest on the cruise reservation. We have attached a copy of the consumer's Edocs, containing all of their important travel information; kindly refer to page two, which shows that the hotel reservation was listed under ************************************* name. We sincerely apologize for any confusion or misunderstanding in this regard. 
  
  As ********************************* was not accurately advised of this when she contacted us on 7 July 2024, we are issuing a refund for their portion of the hotel. They will receive a refund of $270.00 to the original credit card used for payment, the **** card ending in 4742. Please be advised that refunds may take up to 30 business days to post to the consumer's account, depending on their financial institution's internal policies. 
  
  Per ************************************* request, we have attached a copy of her folio showing her onboard account charges. 
  
  We greatly appreciate this opportunity to review and respond to the consumer's concerns and hope to welcome them aboard a future Norwegian Cruise Line sailing. 
  
  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 their offer of a $270.00 refund is satisfactory to me.

  Because I spoke with NCL multiple times that day and no one ever indicated that the reservation was under my name I did not specifically check that day. However, upon my check in the previous day, the hotel indicated that I had only one room reserved. I believe NCL needs to validate their processes with the hotel chain.

  Thank you,
  
  *****************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 02, 2024 Received emergency medical treatment on board the Norwegian Spirit (NCL). We are attempting to file for expenses reimbursement ($2,905) through our insurance company. However, we require details not provided in the initial paperwork from the medical facility onboard the ship. They are ignoring us.Three times we have requested information through NCL beginning the second week of May 2024 and have not received a single word. We need the:-Medical Facility ID -National Provider Identifier -Taxpayer ID And secondly, the doctor misdiagnosed me. I had Gout as diagnosed by my podiatrist back home. She said I walked on my foot too much and had bursitis. The antiquated Xray machine was so bad that she couldn't read the results very well and had to make a guess.

  Business response

  07/26/2024

  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 ************************** Upon review, we have determined that the information requested has been provided to the consumer twice by our Care Team via email: once on 23 May 2024 and again on 27 June 2024. Please refer to the documentation we have attached showing the emails that were sent directly to the consumer. 
  
  We appreciate this additional opportunity to review and respond to the consumer's concerns. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  07/27/2024

   
  Complaint: 22030996
  
  I am rejecting this response because: 

  First of all, the communication we got from NCL did not include ALL THE DETAILS WE REQUESTED!!!! That is the reason why we contacted and filed through your agency.

  Secondly, the *** files you sent me in your most recent email do not open. I downloaded them but, they don't show as *** files, so I can't read them.

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

  Business response

  07/31/2024

  Good day,
  
  This is in response to the consumer's recent letter and further to our previous correspondence. 
  
  We offer our apologies that the files we provided are not correctly loading. We have reattached them to this response and ensured that they are working, as well as copied the information provided in these letters below:
   
  "Norwegian Cruise Line ships are registered and flagged in the Bahamas, a foreign country. As we offer emergent care at sea, we do not utilize medical, diagnostic, or tax identification codes and, therefore, our doctors do not make submissions to US health insurers.
  
  In the event your insurance company requires further clarification, they can submit questions in writing directly to our ****************** Their contact information is as follows:
  
  Norwegian Cruise Line
  Attn: Claims Department
  *************************************************************"
  
  
  We appreciate this additional opportunity to respond. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Business response

  07/31/2024

  Please attach these files to our second response to the consumer. 

  Customer response

  08/01/2024

   
  Complaint: 22030996
  
  I am rejecting this response because: The *** files you're attaching do not show as *** documents. Please email them instead. I cannot open and read them!!!!!

  My Adobe software works fine with any other *** files.
  
  Sincerely,
  
  ***************************

  Business response

  08/07/2024

  Good day,

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

  Please be advised that we have sent another copy of our original letter to the consumer's email, *************************. If they are unable to locate it, we kindly ask that they check their Spam folder.

  We appreciate this opportunity to respond, and we are happy to assist the consumer with any additional questions they may have. 

  Kind regards,

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

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the day before the last day of our cruise 6/23/2024, I went to the front desk specifically asked them how much we will get from the missed port of the trip to *******, ******. I was told we will get the port fee back, about $340, and a check will be sent to our cabin before we disembarked. We didn't get the refund until several days ago and it was in the amount of about $100. We contacted NCL and we got a generic standard reply rejecting our request for a full refund! We went on a 2015 Alaskan cruise with NCL which was a much much better experience. This time, though, the food was awful, from specialty restaurant to buffet. Food was almost always overcooked. They couldn't even make a simple ***** salad dressing! Whenever we ate at the buffet, I couldn't shake the feeling that it seemed like I was waiting in line in jail waiting for them to put that glob of unknown mush on my plate. It was a torture dining at the **********, or what ever the name was. They wanted to do a show, which was to make such loud noises, banging their metal cooking tools on the metal cooking surface and did their awful singing. It was rude of me to cover my ears, I know, but I didn't want my ear drums blown! Do you think that was entertainment? It was pure torture! I had never had such horrible habachi experience ever before! My husband's steak was ordered to be medium rare when he was asked how did he like the steak to be cooked. It was like chewing rubber, because the "cook" was not paying attention to do the cooking, but rather the side show. Is it too much to asked that I eat my $75 dollar meal in peace? I would never get on another NCL ship again if I can help it!

  Business response

  07/25/2024

  Good day,

  Thank you for contacting Norwegian Cruise Line on behalf of the consumer. Please be advised that the consumer contacted our post-cruise ************************* regarding their sailing's revised itinerary. We have attached a copy of the letter we sent to them for reference.
  
  Respectfully, we are not showing that any other concerns mentioned in their letter were brought to the attention of our ***** Services desk while they were on board. To that end,we kindly ask guests to report any unsatisfactory experiences while onboard to our ***** Services desk, so we are given the opportunity to address their concerns at that time, thereby improving the quality of their vacation.Otherwise, we remain unaware there is anything to improve upon.
  
  We appreciate the time the consumer took to write-in and share their concerns and observations with us. In a service-orientated industry such as ours, feedback from our guests is vital to our continued success. Please be assured that the constructive criticism and comments they provided have been forwarded to the respective departments, so they *** be aware of the consumer's impressions. It is by receiving feedback, such as theirs, we are able to highlight areas that *** need closer attention. 
  
  Norwegian Cruise Line has earned its reputation by providing an unsurpassed cruise product,along with exceptional onboard service. We are dedicated to our guests, and their enjoyment is top priority. It is never our desire for our guests to be disappointed or inconvenienced in any way, and we regret that the consumer's cruise experience did not fully meet their expectations this time. We certainly hope that they will not allow the points raised in their correspondence to be a deterrent in their decision to sail again with us. 
  
  On behalf of Norwegian Cruise Line, we thank the consumer for sailing with us, and hope our efforts demonstrate our commitment to their enjoyment and comfort.
  
  Kind regards,
  
  **************
  ***** Experience Coordinator
  Norwegian Cruise Line

  Customer response

  07/26/2024

   
  Complaint: 22023443
  
  I am rejecting this response because:

  I was told the port fee of about $344 will be refunded in the form of a check before we disembarked or we would get it in the mail. We got about $100, 3 1/2 weeks after the completion of the cruise. Had I known this was what we were going to get, I wouldn't have left the ship until I got the promised amount. Not satisfied with the reduced refund.
  
  Sincerely,
  
  ***************************

  Business response

  07/30/2024

  Good day,

  This is in response to the consumer's recent letter and further to our previous correspondence. 
  
  Upon further review, we have determined that these guests specifically were provided $132.00 per person, for a total of three people, for the concerns they expressed while aboard the ship. This compensation was issued as refundable onboard credit and was first applied toward and expenses they incurred. Kindly refer to the attached folio itemizing their onboard expenses and credits. As the consumer did not visit ***** Services for a cash refund at the end of their sailing, a check was printed at our corporate office and mailed to the consumer. We kindly ask that guests allow up to 30-business days from their sailing's debarkation date to receive these checks. As such, the consumer will receive a check for $334.20 by mail no later than Monday, August 8th, 2022. We have also attached a screenshot showing the check was printed to be mailed to the consumer. 
  
  We hope this information has assisted in resolving the consumer's concerns, and we appreciate this additional opportunity to respond. 
  
  Kind regards,
  
  **************
  ***** Experience Coordinator
  Norwegian Cruise Line

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked a 10-day cruise on the Norwegian Epic (sail date July 8, There was a freight truck accident affecting luggage delivery. We were uninformed about our 7 pieces of luggage. Lack of communication caused significant frustration. Our repeated inquiries and multiple hours in line at guest services about our luggage were met with unhelpful responses, and told to wait until 8 pm. ***** at guest services stated and I quote You are not the only ones in this situation there are 175 staterooms in the same situation. Repeated requests to speak to a manager went unheard. Complete absence of management was particularly concerning. Solution offered by NCL was simply inadequate and a slap in the face! A t-shirt, a small toiletry bag, and an overpriced gift shop with limited options didn't help with essentials. We were forced to spend over $500 on unnecessary clothing due to the missing luggage. We were also unable to enjoy the pool or fully attend an excursion. *************** took hours leaving us with limited clothing.$100 pp is a meager consolation considering the $13k plus price tag and first four days of our cruise were extensively compromised by YOU! Four suitcases destroyed Conflicting information was provided by staff. Replacement bags for our children were junk and handles broke No acknowledgement or compensation for broken or missing items within our luggage.Employee named ******************************* falsely claimed we requested $10,000 from her supervisor. This accusation was infuriating, and we demanded to speak with the supervisor immediately. **************** dismissive attitude and lack of apology were unacceptable. Fortunately, ************************* intervened and apologized for his mistake and stated he had confused us with another guest. We request compensation for:Damaged and missing luggage Broken items within our luggage The significant disruption caused by the lack of essential items for the first four days of the cruise

  Customer response

  07/26/2024

  One thing I forgot to add was we didn't even have use of 2 of the 3 water slides for my kids the entire trip.  

  Business response

  07/30/2024

  Good day,

  Thank you for contacting Norwegian Cruise Line on behalf of the consumer. 
  
  After delivering cruises for many years, our goal remains the same: to offer a fantastic cruise experience to all our guests from beginning to end. We are truly sorry to learn that we fell short of the consumer's expectations and apologize for the inconvenience and frustration they experienced due to the delay in the delivery of their luggage.
  
  We understand how essential personal belongings are, especially when they include necessary items such as medications and clothing. The situation the consumer described, including the long waits at the guest services desk and the lack of timely communication, falls short of the standard of service we aim to provide.
  
  We regret that the offered compensation of $100.00 onboard credit per person and one complimentary bag of laundry service per cabin did not meet the consumer's expectations. Unfortunately, at this time, we are unable to offer additional compensation beyond what has already been provided. Respectfully, as per our Guest Ticket Contract, which the consumer electronically signed and accepted during their Online Check-in, Norwegian Cruise Line is not liable for events arising from an independent contractor's actions. 
  
  We strongly recommend that guests always purchase a comprehensive travel protection plan to cover vacation incidentals, such as the consumer experienced. As a convenience to our guests, we always offer a travel protection plans through AON, **** and most of our travel partners also make plans available for guests to cover a variety of reasons, including lost, damaged, or delayed luggage. However, a review of the consumer's reservation indicates that they did not purchase a travel protection plan with it. As such, we recommend they file a claim for reimbursement with any travel protection plan they secured independently. 
  

  Once more, we apologize for the inconvenience and disruption this situation caused the consumer.
  
  We appreciate this opportunity to review and respond to the consumer's concerns and hope to welcome them aboard a future Norwegian Cruise Line sailing. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  08/02/2024

   
  Complaint: 22022245
  
  I am rejecting this response and I have attached my response.  I am also not able to attach all receipts to this response, can I submit them all?
  
  Sincerely,
  
  *****************************

  Business response

  08/13/2024

  Good day,

  This is in response to the consumer's recent letter and further to our previous correspondence. 
  
  We are writing to advise the consumer that clause referenced does not pertain to the circumstances encountered, whereas an independent contractor experienced extenuating circumstances resulting in their delay in delivering the consumer's luggage. As stated in our Guest Ticket Contract, Norwegian Cruise Line disclaims responsibility for baggage carried on by passengers or otherwise brought onboard the vessel, including luggage transportation services by independent contractors. We kindly ask that the consumer refer to sections (8b) and (9ab) of our Guest Ticket Contract, as outlined below. 
  
  8. Baggage and Valuables
  (b) THE GUEST AND CARRIER AGREE AND STIPULATE THAT THE AGGREGATE VALUE OF ALL THE GUEST'S BAGGAGE AND ANY OTHER PROPERTY LAWFULLY BROUGHT ON BOARD BY THE GUEST, WHICH SHALL INCLUDE BUT NOT BE LIMITED TO PHOTOGRAPHIC EQUIPMENT, JEWELRY, WATCHES, CELL PHONES, CLOTHING AND CASH, DOES NOT EXCEED U.S. $100.00 AND ANY LIABILITY OF THE CARRIER OR THE VESSEL FOR ANY CAUSE WHATSOEVER WITH RESPECT TO SAID BAGGAGE AND OTHER PROPERTY REGARDLESS OF WHETHER CARRIED IN BAGGAGE OR BY A GUEST SHALL NOT EXCEED SUCH SUM UNLESS THE GUEST SHALL SPECIFY ITS TRUE VALUE, IN WRITING,AND PAY TO THE CARRIER BEFORE EMBARKATION 5% OF THE EXCESS OF SUCH VALUE, IN WHICH CASE THE CARRIER'S LIABILITY, IF ANY, SHALL BE LIMITED TO THE ACTUAL DAMAGE SUSTAINED UP TO, BUT NOT EXCEEDING SUCH SPECIFIED VALUE. IN NO EVENT SHALL CARRIER BE LIABLE FOR NORMAL WEAR OR TEAR OF THE GUEST'S PROPERTY OR BAGGAGE.
  
  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.
  (b) Other Independent Contractors: The Guest recognizes that the persons providing other personal services offered on the vessel, including but not limited to, hairdressers, manicurists, personal trainers, and/or massage therapists are independent contractors who work directly for the Guest, and that the Carrier shall not be held liable for any loss or injury arising from the performance of such services.
  
  We have attached a copy of our Guest Ticket Contract, as well as a screenshot of the consumer's Online Check-in showing that they agreed to and electronically signed the Contract in Step 8 of their Online Check-in on 18 June 2024. We have also attached a copy of the consumer's folio (onboard account statement), showing that $100.00 onboard credit was given to each passenger in the stateroom, for a total of $400.00, and used toward onboard expenses. As we are not showing that the consumer or their traveling companion specified to us in writing in advance of sailing that the aggregate value of their luggage exceeded $100.00 per person, nor paid 5% of the excess value, we must respectfully advise that we are unable to honor their request for additional compensation. Nevertheless, we sincerely apologize for any further disappointment resulting from our response. 
  
  We strongly recommend that our guests always obtain travel protection to cover unforeseen incidentals and, as a convenience to our guests, we do offer a selection of travel protection plans through AON, ***** which assist guests with compensation in situations similar to what they experienced. A review of the consumer's reservation indicates that they did not purchase travel protection through Norwegian Cruise Line with their reservation. As such, we recommend they file a claim for reimbursement with any travel protection policy they secured independently.
  
  We appreciate this additional opportunity to review and respond to the consumer's concerns.
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2019, I purchased a ticket for my sister and my niece with the Norwegian Cruise Line, but they weren't able to go due to the pandemic. As we all know the pandemic lasted about 3 years. They never took the cruise, and I was never refunded my money back. I have tried to resolve this matter several times by phone, but they kept hanging up in my face. We still would like to take the cruise. Due to the stress, I would like to upgrade to mini/junior suite with alcohol passes.

  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 did not contact our post-cruise ************************* with reference to these concerns. 
  

  Upon review, we have determined that the reservation was cancelled on February 22nd, 2022, for failure to make Final Payment. As shown on the reservation confirmation the consumer provided, the remaining balance (Final Payment) of $309.40 was due on January 19th, 2022. Multiple attempts were made to contact the consumer via email and phone to advise them that their reservation was at risk of cancellation for non-payment. Ultimately, on February 22nd, 2022, the reservation was cancelled for non-payment and the $252.00 they paid in admin fees were withheld as penalty. Withholding the admin fees is standard practice for Casino bookings cancelled within Final Payment, as they do not have a voyage fare to assess cancellation fees on. We have attached a copy of the reservation's cancellation confirmation, for reference. 

  In light of the above, we must respectfully advise that we are unable to provide a refund of the cancellation penalties that were withheld. We hope the consumer can appreciate how it would be unfair and unethical to make exceptions for some and not others when it comes to our cancellation policies. Nevertheless, we apologize for any disappointment resulting from our response.

  We appreciate this opportunity to address the consumer's concerns and hope to welcome them aboard a future Norwegian Cruise Line sailing. 

  Kind regards,

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

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went on a cruise with Norwegian cruise line, ship breakaway from June 16 to June 23, 2024. Based on pictures and write up about a specialty service, I paid $599 for the vibe cabana.The vibe cabana was not as described, and the service was basically nonexistent. I did go to the service desk on the second morning of the cruise stating as such. The agents said they were nothing they could do and to file a complaint. From what other customers stated, the agents were unable to assist with anything regarding service, credit or disputes. They cabana was supposed to be an exclusive private sitting area where you are given fresh fruit, service for drinks and towels. That did not happen. In fact when I went back the next day, the area was not even cleaned from the prior day.There is definitely false advertising from *** with the attention of taking more money from the customer.I

  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 did not submit a case to our post-cruise ************************* regarding any of their concerns. 
  
  We have reviewed the information provided by the consumer and are very sorry to learn of their disappointment in **************** Per our internal records, we are showing that the consumer visited our ***** Services desk for concerns relating to their Wi-Fi package, however, there were no concerns mentioned pertaining to their experience at **************** 
  
  To that end, we kindly ask guests to report any unsatisfactory experiences while onboard to our ***** Services desk, so we are given the opportunity to address consumer's concerns at that time, thereby improving the quality of their vacation. Otherwise, we remain unaware there is anything to improve upon.
  
  Please be advised that capacity is very limited for **************** only a select number of passes are sold in advance of the sailing and it guarantees guests a reserved outdoor area without having to arrive early and secure seating. There is also a bar extending into this private area where guests can request assistance if a server has not yet been by to take their order. For this reason, *************** passes and cabana rentals are non-refundable once a guest is within 24-hours of their sailing's departure. 
  
  In light of the above, we must respectfully advise that we are unable to honor the consumer's request for a refund of the $599.00 they paid for the *************** Cabana rental. We do hope they can appreciate how it would be inconsistent and unethical for us to make exceptions for some, whilst other guests have had to accept and abide by the above-referenced terms.  Nevertheless, we apologize for any discontent resulting from our response.
  
  As a gesture of goodwill, we have issued a coupon to the consumer's Latitudes account for 10% off the voyage fare on one future sailing. The ***** Services 10% voyage fare discount coupon is valid for use on any one sailing embarking through August 1st, 2025. To use their coupon, we kindly ask that they contact their travel professional or our *********************** at ************** and reference their Latitudes number at the time of booking. 
  
  We trust that the consumer found all other aspects of their vacation enjoyable, and we look forward to welcoming them aboard a future Norwegian Cruise Line voyage. 
  
  Kind regards,
  
  **************
  ***** Experience Coordinator
  Norwegian Cruise Line

  Customer response

  07/30/2024

   
  Complaint: 22019613
  
  I am rejecting this response because:

  I did go to guest services within 24 hours to complain about the Vibe cabana lack of service, as well as it not being as advertised on line.  The service agent obviously did not note my concerns or report them, which also goes to show the lack of service.  They just said there was nothing they could do about it.  
  Also, the bartender told me that all the other cabanas were empty except one other which goes against what ***** had written in her response.  There was obviously no competition for these cabanas as there were certainly not worth the money!!  
  I have travelled extensively.  All my other cruises have been on Celebrity.  Im aware of policies and understand them. But, I am also aware that when a company such as NCL doesnt deliver what they advertise, a consumer should not be obligated to pay for that service.  Unless this is appropriately rectified, due to principle, I will continue by any and all means let cruise critic, multiple other websites know to beware of NCL cruise line.  They ruined my much needed vacation.

  
  Sincerely,
  
  *********************** MD, MPH

  Business response

  08/05/2024

  Good day,
  
  This is in response to the consumer's recent letter and further to our previous correspondence. 
  
  While we regret to learn of the consumer's continued disappointment, there is little we can add without reiterating what was mentioned in our previous letter. As ***********'s are very limited, refunds are only available up until 24 hours prior to the sailing's departure. Further, as there is no record of the consumer reporting any concerns, we must respectfully reiterate that we are unable to honor their request for a refund. Nevertheless, we apologize for any resulting disappointment. 

  As a gesture of goodwill, we have added a 10% voyage fare discount coupon to the consumer's Latitudes account. The discount is calculated off of the voyage fare on one future sailing embarking through 6 August 2025. Kindly be advised that the coupon is non-transferrable and unused portions do not retain any monetary value. 

  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: 22019613
  
  I am rejecting this response because:

  I have already stated my reasons in previous email.  The response from NCL is standard cookie-cutter response which is unacceptable.  
  I will proceed to contact Cruise Critic, TripAdvisor, Yelp and multiple other sites to discourage others from cruising with NCL .  They do not respect their clients or address concerns adequately. 
  ***********************
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every time Id go eat, most of the time Id be alone since I came alone on the trip. Every time Id be alone, service was absolutely horrendous ******d greet others that sat down AFTER me but when Id have a friend that Id made on the ship come with me it was great service. My BIGGEST complaint is that I am a grown adult who paid almost 3k to be on this cruise, yet I couldnt ride the free fall water slide because I have daith piercings (which are on the inside of my **** ****** CANNOT be removed unless removed by a professional ******re their for medical purposes because I get massive migraines that medication doesnt help which is why I have this piercing. On top of this, everywhere was under staffed so it would take way too long to get any drinks. I will NEVER ride on Norwegian ever again. I spoke to a supervisor about the water slide with no resolution. I should also add Ive ridden MULTIPLE other water slides that are free falls without any problems, typically I put a bandaid over my *************** fine. Not the case with Norwegian. Theyll sure take your money but have NO REGARD or care for your happiness.

  Business response

  07/26/2024

  Good day,
  
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer. 
  
  While we are pleased that the consumer chose to sail with us, we are concerned that certain aspects of their vacation reflected poorly on our company. We have built a foundation on the premise of customer service excellence, and we regret to learn that the efforts of our dining staff fell short of the consumer's expectations.
  
  We appreciate the time the consumer has taken to bring their concerns to our attention. Their comments about the dining issues experienced during their voyage were noted with concern. We can certainly assure the consumer that the situations described are not at all typical of the Norwegian Cruise Line experience. Be certain that this matter will be addressed internally with ship staff in order to prevent reoccurrences of this nature.
  
  Respectfully, as we are not showing that any concerns mentioned by the consumer were reported to our ***** Services desk or dining management team during their sailing. We also did not receive any post-cruise correspondence to our ***** Experience department. To that end, we kindly ask guests to report any unsatisfactory experiences while onboard to our ***** Services desk or the appropriate department, so we are given the opportunity to address their concerns at that time, thereby improving upon the quality of their vacation. Otherwise, we remain unaware there is anything to improve upon. 
  
  Further, the following rules apply to the waterslides aboard Breakaway:
  
  Family Waterslide and Whip Waterslides 
  - *****s must be a minimum of 42 inches tall
   
  Free Fall Slide
   - *****s must be a minimum of 48 inches tall
   - Minimum of 99 lbs. or 45 kilos & Maximum of 300lbs. or 136 kilos
   - No jewelry
  
  For safety purposes, our onboard staff is not in a position to deviate from the written policies outlined. We ask that guests remove their jewelry and, if it cannot be removed, guests are unable to participate in the Free Fall Slide. Nevertheless, we are very sorry if the consumer was not aware of this information in advance. 
  
  In light of the above, we must respectfully advise that we are unable to honor the consumer's request for a billing adjustment. We apologize in advance for any disappointment resulting from our response.
  
  Norwegian Cruise Line has earned its reputation by providing an unsurpassed cruise product, along with exceptional onboard service. We are dedicated to our guests, and their enjoyment is top priority. It is never our desire for our guests to be disappointed or inconvenienced in any way, and we regret that this was the consumer's experience. We certainly hope that they will not allow the points raised in their correspondence to be a deterrent in their decision to sail again with us.
  
  On behalf of Norwegian Cruise Line, we thank you for allowing us this opportunity to respond to the consumer. 
  
  Kind regards,
  
  **************
  ***** Experience Coordinator
  Norwegian Cruise Line

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  need help! NCL case # ********. We took a trip on NCL Epic 5/19. (Great ship and destinations) Unfortunately American Airlines left me and my wife stranded in **** with no return flight. Even after numerous calls to NCL customer service. My wife and I had to spend $3,000 at the Delta airlines desk in **** just to get back to *****. I was able to get AA to refund the ticket cost $794.80 each $1,589.60 total to NCL after many hours on the phone, but now NCL customer service is only refunding 1/2, $794.80 of what they received back from AA after I got American Airlines to refund the money. Im wanting my additional $794.80 refunded.

  Business response

  07/23/2024

  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 three letters we have sent to them: two from a department coordinator and one from a department supervisor. 
  
  As stated in the attached letters, the consumer's reservation included our 'buy one, get one free' airfare promotion, and guest two received complimentary airfare from Norwegian Cruise Line. Please refer to the fourth attachment, showing that guest two, ****************************** was not charged for airfare. For this reason, they were only owed a partial amount of the refund issued to Norwegian Cruise Line by American Airlines. In light of this, we must respectfully reiterate that we are unable to honor the consumer's request for further compensation. The $794.80 refund we have already issued to the consumer is the total amount American Airlines refunded us for guest one's airfare.
  
  While we understand the guest incurred out-of-pocket expenses, the amount refunded by American Airlines was not issued for this reason. We strongly recommend that guests always obtain travel protection to cover possible vacation incidentals they may incur during vacation. As the consumer did not purchase travel protection with their reservation, we recommend they file a claim for reimbursement of their out-of-pocket expenses with any travel protection plan they secured through their travel agent or independently. 
  
  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

  07/23/2024

   
  Complaint: 22016369
  
  I am rejecting this response because:

  Norwegian Cruise lines response of

  While we understand the guest incurred out-of-pocket expenses, the amount refunded by American Airlines was not issued for this reason.

  Is 100% false I spent hours on the phone with American Airlines on 5/31/24 and I was the one that obtained the refund for BOTH tickets that was sent to NCL due to American Airlines NOT HAVING FLIGHTS FOR US they refunded the money because we HAD TO by tickets with Delta airlines to be able to leave the country. I also spent hours on the phone with Norwegian cruise lines the morning of the flight about the issue and was told repeatedly to go to the airport and work it out with the airline so that is exactly what we did we were also given phone number ********** and told this was for travel emergencies if the airline would not work it out with us I attempted numerous times to call this number, but it was closed due to the time of day and the US versus the time we were at the airport in ****. Now we are being scammed. 

  Im being scammed out of money by lies, and not very clever lies at that, I can easily prove who is telling the truth. 

  here a simple question, why did American Airlines refund the money and who initiated it? You find the answer to that and it will clearly show who is telling the truth! 
  

  Ive uploaded A screenshot of my call log showing the phone calls made that morning with Norwegian and American Airlines trying to Get someone to help.

  I have also uploaded copies of our tickets with Delta Showing that we had to purchase tickets. 

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

  Business response

  07/25/2024

  Good day,
  
  This is in response to the consumer's recent letter and further to our previous correspondence. 
  
  Please be advised that the amount refunded by American Airlines was for the cost of both guests' post-cruise airfare; as the tickets were not used, a full refund was provided. Guest two, ***************************** received complimentary airfare with the promotion on their reservation. While Norwegian Cruise Line did receive a refund from American Airlines for ********************** airfare, this amount was originally paid by Norwegian Cruise Line, not the consumer. We have attached a screenshot showing the amount that guest one, *******************************, paid to Norwegian Cruise Line for his airfare, as well as another screenshot showing that guest two, *****************************, received complimentary airfare. 
  
  As we have already issued a refund for the full amount that the consumer paid to us for their post-cruise airfare, we must kindly reiterate that we are unable to honor their request for additional compensation. Nevertheless, we apologize to the consumer for any further 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

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am requesting your assistance in getting a refund from a cancelled cruise. The amount requested is: $3,609.22 I booked a cruise to tour the ****************. Norwegians representative handled the details of my booking. I was slated to share the room with another traveler. That person cancelled her booking. 2 days before I was set to board the ship, while confirming my booking, the ship company informed me that they rebooked my room and there was no room available. At that point, having already travelled to ******, I had to make other emergency arrangements. I have requested a refund from Norwegian, and their response is that they sent a confirmation cancellation to my intended roommate, *************** confirming that the reservation was cancelled for both guests. Please note that I, personally booked my cruise with NCLs agent, and they acknowledged my booking. Therefore, any cancellation order should also be sent to me from their booking agent. And, as such they have not refunded me the money I paid for the cruise. Reporting this to Allianz Global Assistance, they requested I send them proof that my room mate cancelled. Proof of a visit or consult with a physician. After requesting and receiving response, I forwarded it to them. Their response is "not detailed enough," "provide details of your room mates illness." They received the letter, including room mate's contact information, and instead of dealing with her directly, they want me to delve into the specifics of her illness and forward to them. Because of that, they have not refunded me the cost for the cancelled trip.Help! Please get my refund for a trip where I was cancelled at the business pleasure, not notified, and not by my request. I strongly believe that between NCL and/Allianz, my money paid for a cruise should be refunded. Your help is greatly appreciated. *************************

  Business response

  07/23/2024

  Good day,
  
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
  
  Please be advised that the consumer opened a case with our ************************** in which their concerns were addressed. In short, the consumer's traveling companion called in on March 18th, 2024, and cancelled the entire reservation. When the consumer contacted us ten days later, the reservation was unable to be reinstated at their request because there was no longer inventory available for this sailing. Kindly refer to our previous correspondence with the consumer, which has been attached. While we certainly sympathize with the circumstances, we must kindly advise that any one guest on a reservation can make changes to it without the other guest's permission. As the consumer's traveling companion was listed as the lead passenger on the reservation, all correspondence was sent directly to them. 
  
  As we understand that mistakes happen and the entire reservation was likely cancelled due to miscommunication by the consumer's traveling companion, as a gesture of goodwill we would be happy to extend Future Cruise Credit (FCC) to the consumer for use on one future voyage with Norwegian Cruise Line. The credit would total $2,789.28 and be applicable toward any sailing embarking through July 31st, 2025.
  
  If the consumer accepts this as a resolution to their concerns, we kindly ask that they reply through this portal and advise of such. We will then create their FCC coupon and send a response through this portal with information on how to use their coupon. 
  
  We appreciate this opportunity to review and respond to the consumer's concerns, and we look forward to their reply. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  07/26/2024

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

  Business response

  07/26/2024

  Good day,
  
  We wish to thank the consumer for accepting our offer as a resolution to their concerns. As promised, we added a Future Cruise Credit (***) coupon to their Latitudes account. Their coupon information is as follows:
   
  ******************************** - Latitudes # *********- Coupon # ********* - $2,789.28 
  
  To use their ***, we kindly ask that they contact their travel professional or our *********************** at ************** and refer to their Latitudes number at the time of booking.
  
  The coupon is valid for any one published sailing embarking through July 31st, 2025, and will be applied as a discount off of the guest's voyage fare. Please note, as it does not apply as payment toward the reservation, it cannot be used toward government taxes or any ancillary items, such as service charges, shore excursions, airfare, or hotel packages. Additionally, the *** is non-transferable and unused portions do not retain monetary value. 
  
  We appreciate this opportunity to address the consumer's concerns and look forward to soon welcoming them aboard any of the extraordinary ships within the Norwegian Cruise Line fleet. 
  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer response

  07/26/2024

   
  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

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was misinformed, misguided, and NCL crew was negligent. Here are my notes of what happened. I want a full refund.Officer: ******** x8806 Date: 7/12/24 Time: 9:30 am Information: Cannot take return flight booked by NCL if I disembark early. Can disembark in ******** ***** with no issues. Malta does not require to report covid cases to port authority.Contact: ************ Date: 7/12/24 Time: 10:40 am Duration: 40+ minutes Agent: ******* Supervisor: ***** Information: Supervisor confirmed I will not lose my return flight if I disembark early. Advised Care Team is the team who communicates with ship and make arrangements. ******* submitted a case, care team to call me today in thr afternoon.Date: 7/13/24 Time: 5:15 PM Name: ******* Guest experience: www.ncl.com/case-submission Officer: ******** x8806 Date: 7/13/24 Time: 6:15 pm Information: I made a mistake in the information I gave you. If you disembark in ***** tomorrow 7/14/24 the authorities will take you to a hotel to complete your 5-day isolation period. The regulations in ***** changed 15 days ago and I was not aware of it. Oh sorry, 7 days. I take full responsibility for giving you the wrong information. I will talk to management to reimburse you.Date: 7/14/24 Notes: No calls from NCL Care Team yet.

  Customer response

  07/19/2024

  I have attached the ***** Services Case Confirmation # 12997674.

  i also changed the refund amount of my complaint to the amount of the final invoice $13,214 and reservation $7,222 for a total of $20,436.

  Business response

  07/26/2024

  Good day,

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

  Please be advised that the consumer opened a case with our post-cruise ************************* regarding the here in referenced concerns. Our Guest Experience team completed a review of the case that was filed directly with Norwegian Cruise Line and sent an email to them today with information on the resolution we have reached. Kindly refer to the attached file. 

  We hope the consumer has found this to be an acceptable resolution to their concerns. On behalf of Norwegian Cruise Line, we wish to thank the consumer for sailing with us and we hope our efforts demonstrate our commitment to their enjoyment and comfort.

  
  Kind regards,
  
  **************
  Guest Experience Coordinator
  Norwegian Cruise Line

*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. ↩