Complaints

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

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  Norwegian Cruise Line

  7665 Corporate Center Dr Miami, FL 33126-1201

• 

  Norwegian Cruise Line

  1811 Princeton Lakes Dr Brandon, FL 33511-2231

• 

  Norwegian Cruise Line

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

• 

  Norwegian Cruise Line

  1811 Princeton Lakes Dr Brandon, FL 33511-2231

• 

  Norwegian Cruise Line

  711 12th Ave New York, NY 10019

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

• Initial Complaint

  Date:02/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an ******* cruise with Norwegian Cruise Lines on May 14, 2022 at a cost of $2148.16. I was denied boarding at the port in ******* on June 4, 2022, due to prior Covid exposure. I filed a claim with ******************** on June 15, and my claim was denied on December 13, 2022. I filed a claim with Norwegian requesting a refund on December 14, 2022. Norwegian indicated that I might need to wait up to 30 days for their response. It's now been 60 days and I've yet to receive a response or a refund.

  Business Response

  Date: 02/23/2023

  This is to further our previous correspondence and in response to your recent letter.
  
  After a careful review of your file, our record indicates that Aon issued the future cruise credits. The amounts are as follows:
   
  ************************* - ********* - $1,161.96
   
  Please note that these credits are valid until November 26, 2023. 
  
  Additionally, we are providing a Future Cruise Credit in the amount of $387.32. The amount of $387.32 and $1,161.96 totals $1,549.28, which is the cancelation amount minus the travel protection. Please note cruise credits are valid for sailings within 12 months from the date of this letter, are non-transferable, and have no cash value. They cannot be applied to government taxes and fees, airfare, insurance, hotel packages, and other add-ons. They are not combinable with other cruise credits or fare reduction coupons. 
  
  To use your cruise credits, please get in touch with your travel professional or our reservations department at ***************, and refer to your Latitudes Rewards numbers at the time of booking.
   
  Thank you for this additional opportunity to address your concerns.

  Customer Answer

  Date: 02/25/2023

   
  Complaint: 19430686
  
  I am rejecting this response because:

  Norwegian says that *** issued a travel credit to me, but as you can see from the attached document, *** denied my claim.  AON did not offer me a travel credit. Norwegian is either unable or unwilling to offer any documentation to verify that any such travel credit from AON exists. (I asked for this documentation and received no response from Norwegian.) 

  I've also attached a document from Norwegian that I was given the day I was denied boarding on the cruise. It explicitly states that in the event my claim was denied by *** (which it was), I could choose to receive a travel credit from Norwegian or to have my money refunded to the credit card I used to pay for it. I was very clear in my request to Norwegian that I wanted a refund, not a travel credit.

  Norwegian's response is untruthful, inconsistent, and completely unacceptable.

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

  Business Response

  Date: 03/01/2023

  Thank you for your inquiry.

  Please see response provided to your client:

  This is to further our previous correspondence and in response to your recent letter.
  
  After a careful review of your file, our record indicates that Aon issued the future cruise credits. The amounts are as follows:
   
  ************************* - ********* - $1,161.96
   
  Please note that these credits are valid until November 26, 2023. 
  
  Additionally, we are providing a Future Cruise Credit in the amount of $387.32. The amount of $387.32 and $1,161.96 totals $1,549.28, which is the cancelation amount minus the travel protection. Please note cruise credits are valid for sailings within 12 months from the date of this letter, are non-transferable, and have no cash value. They cannot be applied to government taxes and fees, airfare, insurance, hotel packages, and other add-ons. They are not combinable with other cruise credits or fare reduction coupons. 
  
  To use your cruise credits, please get in touch with your travel professional or our reservations department at ***************, and refer to your Latitudes Rewards numbers at the time of booking.
   
  Thank you for this additional opportunity to address your concerns.
  

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19430686
  
  I am rejecting this response because:

  This is the same response Norwegian has already sent me. It does not address the concerns I specified in my last response to BBB. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called and spoke with a rep for Norwegian Cruise line on Feb 15, 2022, about a cruise to ******. He gave me the details and I submitted a $250.00 deposit on my credit card. I asked him twice if this was refundable if I cancelled the cruise and was told yes as long as I cancelled prior to June 1, 2023. I called to cancel the cruise on Feb 18 because we found a better deal. I was told I would receive a credit voucher because I purchased a coupon for $500.00, but no cash refund would be given. I did not purchase a coupon and would not have secured the reservation if I could not receive a refund if we changed our mind. I feel I was deceived. and lied too. I am requesting they refund my $250.00.

  Business Response

  Date: 02/22/2023

  Thank you for your inquiry.
  
  We have received your request for a monetary refund of your CruiseFirst deposits. 
  
  As CruiseFirst coupons are purchased coupons, they are subject to the terms and conditions agreed upon at time of purchase. Regrettably, we are unable to honor your request for monetary refund outside of the programs terms and conditions. We sincerely apologize for any disappointment as we understand this was not the outcome you were hoping for.
  
  For any further questions or concerns regarding the CruiseFirst program, please contact our CruiseNext Department directly at **********************************.
  
  Thank you for contacting Norwegian Cruise Line.
  
  

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19429856
  
  I am rejecting this response because: I never purchased a coupon nor was I ever told I was purchasing a coupon. I made a $250.00 deposit for a cruise and was told because I had cruised on other ships, and this was my first time on Norwegian I was receiving a $250.00 credit. I was also told my deposit was refundable if I cancelled before June 1, 2023, which I did. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a current reservation with Norwegian Cruise Line, #********, for a Hawaiian Cruise on the Pride of America ship. The reservation included airfare and when I got the initial airline confirmation it had two different flights for all passengers, so I contacted NCL to confirm which flight was actually booked. During the call I was told that airfare is not confirmed until 21 days prior to sailing, so I called again at 21 days to ask for a corrected air confirmation. I was told I would have it the following Monday. By Tuesday I still had not received the new confirmation, so I called again and was told I would have it in 1-2 days. When I still didn't have it by Saturday, today, I called again. An email was sent with the same air confirmation I originally received with two flights per passenger. I was given a confirmation # for Southwest, so I looked up the flight and noticed that I would be flying from *** to DEN to BOI to SJC to ***. NCL's *********** Standards State, "For domestic travel, we strive to secure flight itineraries with no more than one connection and layovers not to exceed three hours." I'm not sure what NCL's definition of connection is, but this is outrageous, who would book that flight. I would love to see the *** or CFO of the company accept that air itinerary, let allow one of their guest service staff who on the phone stated she had never seen anything like it.

  Business Response

  Date: 02/24/2023

  Thank you for providing your feedback about our air department.

  After a review of your flight reservation, we can confirm that they have been adjusted to reflect our air service standards. We apologize for the inconvenience and aggravation that your original flights may have caused.

  Customer Answer

  Date: 02/25/2023

   
  Complaint: 19429644
  
  I am rejecting this response because:  NCL states they adjusted my airfare, but no changes have been made.  I would still like to know how they define connection in the air standards.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/03/2023

  **********,
  
  We apologize for the experience you had, after a review of your reservation, it appears that the issue has been fixed and new flight confirmations have been forwarded. We thank you for the feedback.

• Initial Complaint

  Date:02/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Free at Sea Plus Upgrade for $413.00. We were told that this would provide premium beverage package including free ********* for all guests over 21. We were not given this. We were also told that this would include 2 additional specialty dining options for guests 1 and 2. Were were not given this. We are seeking full refund of this upgrade since were were not given what we were told and now we have spent a great deal of time and energy while on the cruise up until now trying to resolve this. In addition, our flights booked through NCL from ******* to ************, ** were cancelled and were not able to be rebooked. We had to book a rental car and drive home. NCL was refunded by the airline and we have not been refunded. The approximate amount of that refund is $360. We expect this to be refunded also.

  Business Response

  Date: 02/22/2023

  The Supervisor has already responded to your client and they have to allow her the time to review the file:

  Thank you for writing in to *******************, Senior Vice President of ***** Services for Norwegian Cruise Line. Your concerns were forwarded to the ***** Experience department for review and response, as our department handles customer related issues.
  
  We have received your request and are currently working on getting a resolution for your concerns. As such, we have reached out to the respective departments and will advise once we receive a response. 
  
  We are truly grateful for your patience in this process and appreciate this additional opportunity to respond.
  
  Sincerely,
  
  *******************************
  ***** Experience Supervisor

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19429431
  
  I am rejecting this response because: 

  They actually sent a different email telling me that they would not be refunding me for the upgrade that I purchased. I only received part of the upgrade that I was promised. Additionally, they are refusing to refund me for my airline flights which were cancelled and never rebooked. The airline informed me that the airfare was refunded to NCL. NCL is refusing to refund that to me, falsely claiming that the airline did not refund them.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/01/2023

  As mentioned in our previous letter, we thank you for writing in to ******************* and allowing us the additional opportunity to review and respond.
  
  We have reviewed your comments regarding the Free At Sea Plus Upgrade and our records indicate that, during the call in which the Free At Sea Plus package was added, this was only requested for Guest 2, ******************* by yourself. There was no mention of the pricing being for more than one guest as the price for adding it for just **** was requested and given. We are so sorry for any disappointment caused due to this.
  
  Regarding the Unlimited Internet package, again, we show that this was only added for Guest 2, ******************** 
  
  We have also reviewed with our ************** and they have indicated that no refund has been received by Norwegian Cruise Line from the airline in question. As such, at this time, we will not be able to issue any refunds in this regard.
  
  Furthermore, we received the details of your onboard dining from our shipboard team and we show, as you mentioned, your dining package was not applied to your meal at Moderno. As such, we will be requesting a refund of $70.80 for your portion of that meal. This will be done to the MasterCard used on your folio ending in **** within 30 days from this letter. Kindly note that the appearance of the refund on your billing statement is dependent upon your financial institution's internal policies.
  
  ***************, thank you for the time you took to share your concerns with us. We hope that aside from the situations mentioned, you found other aspects of your cruise enjoyable and trust this situation will not deter you from accepting our invitation to sail again with us. It would be our pleasure to welcome you back onboard any one of our vessels in the future.

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19429431
  
  I am rejecting this response because:

  I was supposed to have unlimited internet for two devices for the entire cruise. We did not receive the second access until a couple of days into the cruise.

  I was promised unlimited beverages for all 4 guests, and was not given that.

  United Airlines says that they refunded NCL for my airfare. 

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

  Customer Answer

  Date: 03/06/2023

  I was supposed to have unlimited internet for two devices for the entire cruise. We did not receive the second access until a couple of days into the cruise.

  I was promised unlimited beverages for all 4 guests, and was not given that.

  United Airlines says that they refunded NCL for my airfare. 

  Business Response

  Date: 03/13/2023

  Thank you for the opportunity to respond once more.
  
  As mentioned in our previous response, we have completed a thorough review with our ************** and no refund has been received by the airline in this regard.
  
  We are sorry as we know this was not the outcome you were hoping for. 
  
  Once again, we appreciate this final  moment to review.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19429431
  
  I am rejecting this response because: Per the previously attached emails from United Airlines, NCL has been refunded for the flights that were purchased through them and then cancelled by the airline. The air department is incorrect.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/06/2023

  Thank you for contacting Norwegian Cruise Line on behalf of the consumer, **********************************.
  
  We have reevaluated ****************** case and we are issuing a refund for the unused portion of their airfare; the return segment from ******* (***) to ************ (***). The second guest, ***********************, received his airfare free with a promotion, so there is no refund to issue for his portion. The other three guests are each receiving $88.57 per person, for a total of $265.71. This amount is processing as a refund to ******************* Mastercard ending in ****. We kindly ask that she allow up to thirty-business days for the funds to reflect in her account, depending on her financial institution's internal policies.
  
  Thank you for allowing us this additional opportunity to resolve ******************* concerns. 

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 19429431
  
  Although Norwegian's response to my issues regarding my airfare is reasonable, I am rejecting this response because: they have not addressed my concerns about the upgrade package. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a cruise since last year for my husbands 60 th birthday and my mother in law 80 th birthday .I chose this cruise because it was offering the show ***** boots but they took down the sign on the app about two weeks before the cruise date that it was on January 22 of 2023 .when we got to the ship and tried to book the show they said the show was no longer offered and I said how come we didnt get a notification about the cancellation of the show ,which that was the reason why I chose this cruise ship,by the way this was all of us our first cruise ship vacation we were on. The guy that was booking the shows said you just have to choose other shows to watch.so I went to guest services they didnt even put in my complaint about the show the other guest services told **** had also complained about bottle waters that the ncl *************************** agent told me that we get unlimited bottle waters when we purchase the drinking package ,she replied since September bottle waters was no longer offered I told her thats what I was promised that was included .she did nothing to compensate it, we 8 of us spent about at least $ ******** per person.I was only asking for what I was promised was not looking for anything free,it was very dissapoiting to see how they care for first time customers .never will use them again.I did not take a pic of the show when it was up in the ncl app.

  Business Response

  Date: 02/24/2023

  Thank you for the inquiry.

  Our records indicate your client had the Free at Sea promotion and did not upgrade the promotion to receive the bottle of waters added to the booking. In addition we are sorry that the show was not available during the cruise. Regrettably, there is not refund we can give in this regard.

  Thank you for the opportunity to respond.

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for 7-day cruise on pride of America in ******** ****** on January 9, 2023. Price for cruise was $6,920.49.Was promised a 10% discount once I was verified (military) from ID ME website - so - I did get verified as you should be able to see with the picture I downloaded- but there was a problem with ID ME getting the information over to the cruise line - so I tried to resolve the issue on board the ship during the cruise - so we were assured that this could all be resolved and my credit card that I used to pay for the cruise could just be credited the 10% back to my credit card easily even after my cruise was done and we are back home - so I do believe the problem with ID ME should be over with but now the cruise line says they wont do that and that I have to book another cruise to get my 10% back, I should also mention that the Next Cruise director named ******* is the one that assured me that this whole problem should be able to be worked out once I get back home from cruise- but now the higher *** at Norwegian Cruise Lines say no and that it has to be for a future cruise - which really is not right - first they say yes on the ship and then no over the phone.And just to be sure you know - I definitely have been verified with ID ME as the picture I sent in verifies and the e-mail they sent me even includes Norwegian Cruise Lines and to access benefits and services.Also my Norwegian Cruise Lines consultant name is ***************************** and can be reached at ****************** and she is just not returning my calls anymore.

  Business Response

  Date: 02/22/2023

  Thank you for your inquiry.
  
  Our records indicate your booking was made without the promotion added and we are unable to add a promotion after the sailing.
  
  While we understand you may have had difficulty with the verification process, we are still not able to add a special promotional offer after the cruise ended.  
  
  Thank you for the opportunity to review and respond

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19426140
  
  I am rejecting this response because:
  We have proof that we were verified by ID.me on January 9th and even sent a picture as such to our cruise consultant well before our cruise was to begin and our consultant even thanked us for our proof of verification on e-mail dated Thursday January 12th 2023 at 5:39 PM from ***************************** - please see the picture Im sending.
  Sincerely,
  
  ***** & ***************************

  Business Response

  Date: 02/24/2023

  We understand you may have been verified prior to your cruise, however the discount is not able to be added after the cruise. Once again we apologize for any misunderstanding and disappointment our responses may have.

  Thank you for another opportunity to respond.

  Customer Answer

  Date: 02/26/2023

   
  Complaint: 19426140
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** & ***************************

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in 11/17/22 I started a conversation with NCL cruise consultant *************************** on planning a new cruise trip for family and friends for the following itinerary NCL ***** SAILING: 27-May-2024 to 5-Jun-2024 Confirmation ********, ********, ********, ********, ********, ******** I'm a returning customer and booked 24 cabins ********************** with NCL in the past. At time of booking ******* explained to me that if I have 5 and more cabins, we can form the group and we all get additional 15% discount on top of the current price. Since I'm the organizer I have passed on the same information to other families and friends with the information I received from *******. Through out the two months period, *************************** representing NCL as a cruise consultant informed me that we will get additional 15% discount after we have more than 5 cabins booked which is the group booking requirement. On 1/24/23, I have discussed the group booking on the phone and followed up with email to get her confirmation on the group booking and the discount and she has consistently said YES.On 2/8/23, after two weeks passed I didn't receive any communication, I followed up with email and phone calls. This is when she changed her story and said NCL refuses to offer the additional 15% discount that she basically gave us the wrong misleading information all along for the last two months. NCL will not honor the discount and will do nothing to fix the mistake on their side. ******* transferred me to speak to a person name ************************* at the executive resolution office which offered no resolution. He agreed that it's their mistake to misinform the customer but they plan to do nothing. He had very bad attitude and provided no help or resolution. He said if he was the customer in this situation he would also fight for his right and demand compensation from the business but he will do nothing to help. To me this is unacceptable! My request is for NCL to honor the 15% discount as promised.

  Business Response

  Date: 02/22/2023

  Thank you for your inquiry.

  Our records indicate your client bookings was submitted for a specific group type and it was declined due to the promotional offer currently on the reservations for 3rd and 4th guest paying only $99 voyage fare and it is not combinable with the ************** offer. We recommend your client contact reservations or her travel professional and check on other offers available.

  No further consideration will be extended.

  Thank you for the opportunity to review and respond.

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From Feb 5th through Feb 12th my two adult children and I took a cruise aboard the *** Encore. The flight to ***** was no problem. When we arrived at the check-in counter the staff was very rude and unhelpful. We then proceeded to our room, I had booked a room with one queen size bed and a pull-out couch with a window. What we received was two smaller single beds with a small above bunk type bed. My son is a big guy, and this was very difficult for him to get in and out. No windows it was like a jail cell when you took a shower it smelled just like s*** as it was right next to the toilet. The speaker in the room was broken, the room was not cleaned till night, sheets were not changed. Never saw the person in charge of clearing our room or got papers as to what was going on each day. The food was good but will ***** onboard u could not find a place to sit in the Buffett. Had to wait forever for an elevator. I gave a trip to swim with the pigs to my children for Christmas they told me I was sent an e/mail that I had to rebook which I never received. I was so mad and customer service basically said too bad so sad. I went higher and the manager said I would receive a call back which I never did. Waited over two hours to get on ************** boat for the Bahamas. Had rough weather one day and the swimming pool was making random waves. I do not swim and was almost swept into the deep end of the pool scared to death. one person cracked their head open, and the pool had to be drained due to blood. THE **** SHOULD HAVE BEEN CLOSED. Shore excursions were a joke and very misleading one island only had three shops. I had to be off the ship at 8:30 AM and our plane did not leave Miani till 6:30 PM who likes to sit in the airport for 10hrs? WIFI you could not get a connection I went to get help with it and she could not get it to work. I paid $3,673.32 for the cruise, I have more but no more room. Our last cruise on *** was fantastic.. Like a refund of $2,500

  Business Response

  Date: 02/22/2023

  Thank you for your inquiry.

  Please see response sent to your client:

  Thank you for writing in regarding your recent voyage onboard Norwegian Encore.
  
  We have reviewed your file and it appears you booked an I4 category, which is an Inside stateroom. In addition the stateroom selected detals states it has two lower beds and two pullman beds.  However, you booked through a travel agent and we are unable to comment, as we were not involved in the communication with them. We recommend you contact your travel professional for additional concerns regarding the booking.
  
  As a company, we are committed to continuously improving customer satisfaction by enhancing the guest experience on our vessels and ports of call. To that end, we take your feedback very seriously and use it as a gauge for improvement. Please be assured the constructive feedback you have offered regarding the housekeeper and the guest activities onboard has been forwarded to the appropriate management, so they may be aware of your impressions.
  
  Our records indicate on 1.27.23 the shore excursions were cancelled and refunded to the card on file on 2.2.2023. Therefore due to the above statements, we are unable to honor your refund request.
  
  Thank you for the opportunity to review and respond to your concerns.
  
  

• Initial Complaint

  Date:02/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 17, 2021 I made a deposit of $300.00 to go on a European Cruise on the Norwegian Gem from April 30th 2023 - May 7th, 2023. This cruise was booked by *******************************, reservation # ********. I asked the agent if I needed to cancel could I get credit for my deposit and he told me that this would not be a problem. On October 28th, ******** notified me that it was time to make my final payment. I told her we were planning to get married this year and could not go on the European cruise. ******** gave me the number for ***** the agent who was now handling our reservations. I called ***** on October 30th, he responded on November 2nd. ***** said I could use my deposit towards another cruise and I told him we had not finalized our wedding date but would inform him as soon as this is set. I also told ***** that we would like to go to the Caribbean instead for our honey moon. ***** sent me a cruise to look at. On January 5th, I received an email from Norwegian regarding cancellation of the cruise to Europe. I did not read it because I thought ***** was handling canceling the European cruise and waiting for my date to book the cruise to the Caribbean. I called ***** on January 11th to inform him that we still didn't have a date for the new cruise. He returned my call on 1/12/23. He then informed me that I didn't tell him to cancel the European cruise and use the credit towards the Caribbean cruise. ***** told me someone would listen to the tape of the conversation that I had with him and would respond to me within 10 business days. I called ***** on 2/12. He didn't have a response regarding the tape. I asked for a supervisor. Was left on hold for 20 minutes and had to hang up when she came on. Today I spoke with ***** at the corporate office. She told me that there is no record of my conversation with ***** and that she could not give me credit even though I have proof of the calls on my phone.

  Business Response

  Date: 02/17/2023

  Thank you for writing in.
  
  We sincerely regret to learn of the circumstances that resulted in the cancellation of your intended voyage aboard the Norwegian Gem.
  
  As I am sure you know, our cancellation guidelines are quite strict, as is standard for the cruise industry. For this reason, we strongly recommend that our guests obtain travel protection, to cover unforeseen circumstances such as you experienced.  As a convenience to our guests, we do offer a "Travel Protection Plan" plan through AON, **** and most of our travel partners also sell plans to cover cancellations.
  
  Our records indicate notification regarding the cancellation of your booking were sent to your email on file, in addition to the confirmation given at time of booking with the Cancellation Fee schedule.. 
  
  While we truly sympathize with your situation, we are unable to offer a credit for the cancellation fees assessed to your reservation. We hope you understand it would be inconsistent for us to make exceptions when other passengers with similar situations have cancelled and accepted these terms.
  
  Thank you for this opportunity to respond. We trust our explanation will help you to understand our position in this matter and over the course of time you will consider Norwegian Cruise Line in your future travel plans.

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19413976
  
  I am rejecting this response because: I called **************** rep at Norwegian on 10/30/22 after receiving notice that it was time to make the final payment on the cruise to Europe. ***** responded on 11/2/ 22. I told him that we  were no longer going on the European cruise but would like our deposit to be credited to a Caribbean cruise. I explained that this would be for a honeymoon in the fall of 2023. ***** told me that this would not be a problem, I told him the islands in the Caribbean that we would like to visit and he sent me an email with an trinary for the Caribbean. I told ***** that we had not secured the venue for our wedding and I would confirm the date of the cruise as soon as the wedding is confirmed. I felt reassured that I had spoken to a Norwegian rep and was not in any risk of losing my down payment. When I received the cancelation notice for the European trip on January 5th, I did not read it because I thought the European trip was cancelled and funds applied to the new trip as discussed with *****. I called ***** on January 11th. He returned my call on January 12th and at that point told me that I told him I was booking a new trip. That I never mentioned transferring the funds to the Caribbean trip. He told me he would listen to the recording of our conversation and someone would get back to me in  10 business days. I never got a call back. I called on 2/10/23 and again on 2/13 to the cooperate office. I spoke to ***** who told me that there is no recording of my conversation with ***** and I should have responded to the cancelation notice. If this isn't poor customer service and deceptive practice, I don't know what is.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/27/2023

  This is in response to your recent email.
  
  We are sorry to learn of your continued disappointment in our response. Our records indicate multiple emails were sent to your email on file notifying you of the payment reminder.  While we understand you may have spoken with an agent prior, notification of the booking payment schedule was sent requesting action to be taken.
  
  Regrettably, we are unable to honor your request and apologize for the disappointment our response may cause.
  
  Thank you for another opportunity to respond.
  

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19413976
  
  I am rejecting this response because: Norwegian keeps responding that they sent me email reminders but no mention that I called their sales rep ***** on October 3oth. Long before the cancelation date in January and he reassured me that my $300.00 will be applied to the new Caribbean cruise that I inquired about. There is no mention that as a consumer once I contact the company and get reassurance that the issue is being taken care of, I thought that the two cancellation emails were sent to me in error. ***** told me that our conversations were recorded, and it there was proof that I asked for my deposit to be applied to the new cruise, I would be reimbursed. Despite this, Norwegian takes no responsibility for the issue and blames it on the consumer, taking my $300.00. Norwegian has lost a customer and I will certainly share this experience with all my friends and family. 

   

• Initial Complaint

  Date:02/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8-18-2022 we paid $5204.58 for a cruise with Norwegian cruise lines, reservation#******** that set sail on 12-21-2022. $698 of that price was round trip air fare for two. Our flights to ******* were without incident, but when we returned from our cruise on 1-2-2023, we found after waiting six hours at the airport, that our return flight had been cancelled by American airlines due to a "tower" issue and the soonest they could possibly get us out would be three days later on Wednesday. instead of waiting three days, we rented a car and drove 12 hours home. The next day we called NCL for a possible reimbursement, but we were denied because we had not purchased "travel insurance". This I understand, BUT we then called American airlines to see if they could refund us, flights and expenses. They apologized for what happened, and on 1-15-2023, reimbursed, flights, expenses, hotel, to the amount of $617.10 each, for my wife and I, totaling $1234.20. The problem is they reimbursed the money back to "Air Travel Plan ending in ****". This apparently is NCL travel department, who booked the original flights that had been cancelled. I contacted NCL again to get my money that American airlines sent to them, and have been getting nothing but a run around. I have been unable to get a call back from an NCL supervisor. I opened a complaint with a Guest Explorer Coordinator case #******** handled by a **************** His latest e-mail today states, "the airline offered me a flight that I later refused" which is absolutely not true. His e-mail further states "any expenses should have been directly addressed to the airlines, including hotel, and transportation". Which I did, and they reimbursed me, BUT sent it to NCL. I'm requesting the money back that American airlines gave me, but sent to NCL.

  Business Response

  Date: 02/17/2023

  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 concerns. In an effort to provide the highest level of service to you, we have reviewed your case once again.
   
  After a review of your case at length, we have determined that your concerns have been addressed in accordance with our policies. We have also contacted our air and sea department and they have confirmed no refund was ever received by the airline. While we are sorry to learn of your continued disappointment with our previous responses, our position in this matter remains firm.
   
  We appreciate this final opportunity to address your concerns and trust our explanation will help you to understand our position in this matter. It is our hope that over the course of time, you will consider Norwegian Cruise Line in your future travel plans.