Norwegian Cruise Line
Norwegian Cruise Line Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Norwegian Cruise Line has 2.3 star rating based on 331 customer reviews. Consumers are mostly dissatisfied.
34% of users would likely recommend Norwegian Cruise Line to a friend or colleague.
- Rating Distribution
Pros: Food, Itinerary offering that is why we booked, No pros.
Cons: Customer service, Uncaring attitude, Unethical refund policy.
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Norwegian Cruise Line has 2.3 star rating based on 331 customer reviews. Consumers are mostly dissatisfied.
34% of users would likely recommend Norwegian Cruise Line to a friend or colleague.
- Rating Distribution
Pros: Food, Itinerary offering that is why we booked, No pros.
Cons: Customer service, Uncaring attitude, Unethical refund policy.50% of users think that Norwegian Cruise Line should improve its Customer Service.
53% of users say that they won't use Norwegian Cruise Line in the future for similar services or products.Recent recommendations regarding this business are as follows: "I recommend to anyone reading this, that you use other cruise lines in the future.", "I think we have learned our lesson. We will never take an NCL cruise again. I recommend to anyone reading this, that you use other cruise lines in the future.", "RUN FORREST RUN!", "Dont use ncl", "Try another cruise line if an option".
Most users ask Norwegian Cruise Line for the refund as a solution to their issues.
Review authors value the most Number of Destinations and Diversity of Products or Services. Consumers are not pleased with Exchange, Refund and Cancellation Policy and Customer service. The price level of this organization is high according to consumer reviews.
Media from reviews
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Verified ReviewerNeed final statement for onboard account.
This is my second request. I never received my final onboard account statement.
My name is Glenda Sherrod.
The booking number was 5306**** for a cruise on the Norwegian Breakaway Jan, 28 - Feb.4, 2024. Cabin number was 9290.
I need the statement because some of the charges were for things for my travel companion and I need to know how much she owes me. Please email the statement to me at darcysherrod2@***.com.
Thank you for your assistance.
- Overall good cruise
- Unable to speak to a live person for customer service
Preferred solution: my final onboard account statement
User's recommendation: be sure to get your final onboard account statement before leaving the ship
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Verified Reviewer | Toronto, OntarioNCL just informed us of Construction on the Norwegian Encoru
I am having difficulty contacting NCL Customer Service. Their posted email customerservice@***.com is no longer accepting emails.
And guest services NCL US Guest Relations has refused to help me at all.
I have asked for help from NCL Corporate because I am an NCL shareholder. I worry that such treatment of passengers will lead to a reduction of cruise market share.
We were not happy about being on the Encore while parts of the ship were blocked off and construction was occurring. We were concerned about the lack of facilities leading to overcrowding. Here is an excerpt from the letter of October 31, 2024.
'To complete these enhancements, Teppanyaki will be closed from December 3, 2024, through December 8, 2024. Additionally, the Laser Tag arena will no longer be available as of December 3, 2024, as it will be replaced by the all-new, complimentary Spice H2O for guests 18 and up. However, this new venue will not be ready during your sailing as we will be finalizing the updates.'
NCL offered no compensation at all for blocking off parts of the ship. Here is an excerpt from the letter of October 31, 2024.
'We apologize for any inconvenience this may cause and want to assure you that our dedicated team is committed to ensuring you have an unforgettable vacation experience. As always, we are at your service.'
We were also concerned about the increased risk of an onboard fire caused by the use of construction equipment, possibly such as welding equipment.
Today, on November 1, 2024, I called NCL customer care and spoke to an agent and a supervisor. They told me that if I cancelled, I would be penalized 75% of my fare, and after November 3, 2024, the penalty would total 100% of the fare.
I asked the supervisor if there was anything that could be done to compensate for the construction issues passengers would deal with on this cruise, which has 8 sea days with reduced amenities. Basically, the supervisor's answer was no, other than I cancel and lose 75 to 100% of my payment. I said to the supervisor that I inferred from what he said, NCL does not care about its passengers. He raised his voice and accused me of putting words in his mouth. It is obvious that NCL is not, as they say, always at our service.
So now, we either go on a cruise ship with construction and blocked areas, possible increased fire and safety hazards, or we lose 75% to 100% of the money we spent.
NCL should have taken the ship out of service to complete these renovations. However, apparently their bottom line is profit over passengers.
This is not the first time that NCL has pulled the last-minute stunt on us. In July 2022, at check-in to board the Norwegian Star in Iceland, we were informed the Greenland-Iceland cruise was not going to Greenland. We were 2,725.57 miles (4,386.39 km) away from Toronto, so we felt we had no choice but to take the cruise.
I think we have learned our lesson. We will never take an NCL cruise again. I recommend to anyone reading this, that you use other cruise lines in the future.
- So far no pros only cons
- Ncl cares only about profits
- Ncl does not care about the enjoyment of passenger
Preferred solution: Full refund
User's recommendation: I recommend to anyone reading this, that you use other cruise lines in the future.
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Toronto, OntarioJust Informed of Ship Renovations on NCL Encore During Our Cruise
On August 22, 2024, we booked an NCL cruise, 12-Day Transatlantic From London To Miami: Spain & Portugal, beginning on December 03, 2024 on the Norwegian Encore. Yesterday, October 31, we received a letter that there will be renovations on the Encore and that part of the ships amenities would be unavailable.
We were not happy about being on the Encore while parts of the ship were blocked off and construction was going on.
We were concerned about the lack of facilities, leading to overcrowding.
Here is an excerpt from the letter of October 31, 2024.
To complete these enhancements, Teppanyaki will be closed from December 3, 2024, through December 8, 2024. Additionally, the Laser Tag arena will no longer be available as of December 3, 2024 as it will be replaced by the all-new, complimentary Spice H2O for guests 18 and up. However, this new venue will not be ready during your sailing as we will be finalizing the updates. These new enhancements will beautifully complement the ship's existing family-friendly offerings, such as the 1,100-foot-long Norwegian Encore Speedway, the Aqua Park with two multi-story waterslides, and the Galaxy Pavilion, NCL's immersive virtual reality complex.
NCL offered no compensation at all for blocking off parts of the ship.
Here is an excerpt from the letter of October 31, 2024.
We apologize for any inconvenience this may cause and want to assure you that our dedicated team is committed to ensuring you have an unforgettable vacation experience.
As always, we are at your service.
We were also concerned about the increased risk of an onboard fire caused by the use of construction equipment, possibly such as welding equipment.
Today, November 1, 2024, I called NCL customer care and spoke to an agent and to a supervisor. They told me that if I cancelled that I would be penalized 75% of my fair and after November 3, 202* ***% of the Fare.
I asked the supervisor if there was anything that could be done to compensate for the construction issues passengers would deal with on this cruise, which has 8 sea day with reduced amenities. Basically, the supervisors answer was no, other than I cancel and lose 75 to 100 % of my payment. I said to the supervisor that I inferred from what he said, NCL does not care about its passengers.
He raised his voice and accused me of putting words in his mouth. IT IS OBVIOUS THAT NCL IS NOT, AS THEY SAY, As always, we are at your service.
So now, we either go on a cruise ship with construction and blocked areas, possible INCREASED FIRE AND safety hazards, or we lose 75% to 100% of the money we spent.
NCL should have taken the ship out of service to complete these renovations. However, apparently their bottom line is profit over passengers.
This is not the first time that NCL has pulled the last-minute stunt on us. In July 2022, at check in to board the Norwegian Star in Iceland, We were informed the Greenland-Iceland cruise was not going to Greenland.
We were 2,725.57 mi (4,386.39 km) from Toronto. Thus, we felt we had to take the cruise.
I think we have learned our lesson.
We will never take an NCL cruise again. I recommend to anyone reading this, that you use other cruise lines in the future.
User's recommendation: I think we have learned our lesson. We will never take an NCL cruise again. I recommend to anyone reading this, that you use other cruise lines in the future.
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Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerDisgustingly filthy ship! Norwegian Escape
The ordeal started on a day when we couldn't access our room until almost 9 p.m., with people sleeping on the steps. The bathrooms in the common areas were absolutely filthy throughout the entire trip.
The toilet in our room stopped functioning on the morning of the third day. After contacting customer service, someone came to the room three hours later and informed us that we would have to wait our turn. Despite numerous trips to check if the issue was resolved, it wasn't remedied until 8 p.m. The housekeeping was grossly understaffed, only visiting our room once a day, sometimes as late as 7 or 8 p.m., and the cleaning was poorly done at best.
A vacuum cleaner sat idle in the hallway by our room throughout our trip, and the hallway hadn't been cleaned probably since the past two voyages. We had another cruise booked for the summer of '25 to Ireland, but Norwegian can keep the deposit.
I don't even want to start about the extremely displeasing evening shows. Norwegian, never, never again!
- Absolutely unhappy
Preferred solution: Apology
User's recommendation: RUN FORREST RUN!!
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Verified ReviewerBad experience
My wife and I cruised on Norwegian Joy from September 17-25, sailing from New York to Quebec. I had bid on a room upgrade to a balcony room, but never heard anything in response, so I assumed that we didn't secure it. We never received our excursion tickets either, and we weren't sure how they operated this process. On Wednesday, we disembarked to find the hop on hop off bus in Boston. The driver told us to go to Terminal 2 and he would pick us up there. However, when we arrived, we were told to take up our issue with Norwegian. When we returned to the ship, I went to Guest Services.
There, I was told that I still owed $109.00, even though I had received an email stating that over a month ago. I paid the balance, although I didn't understand why it was necessary as I had previously had a zero balance. I informed the representative that I had already settled this amount. He proceeded to enter some information into his computer. Later that evening, I received a phone call in our room from another staff member who inquired about the room upgrade. I informed her that we never received any information about it, so we occupied our original stateroom. She then mentioned we would be refunded for the excursion. During check-in, all the information related to our booking indicated our original room. She explained the tickets were sent to our upgraded room; however, she assured that our excursion tickets would be at our door that night. The tickets had 'reprint' on them, so we used them. The following morning, the original tickets mysteriously appeared. I have yet to receive a refund.
On Wednesday, we disembarked the ship to board the shuttle bus to Quebec Airport. The representative told us we should have paperwork to get on the bus. I had to call a taxi from the port to the airport, which cost $50.00. We were not given any information or paperwork. Despite paying for Priority Service which cost $199.00, it never made a difference. I would not recommend them or use their services again. We only encountered the maid twice during our stay, and we had to request towels. There was a sign in the bathroom encouraging guests to reuse their towels. We asked for water, and were informed that we would be charged for it. Overall, the communication was terrible, and there was a lack of information about everything on the ship. The ship seemed to be overbooked - every time we went to the buffet, we couldn't find a table. We even had to let strangers sit with us every time to help them find a seat. Many other passengers shared similar stories with us.
- Alot
Preferred solution: Full refund
User's recommendation: Anyone but Norwegian…
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Verified ReviewerDisgusting and unclean
We were required to downgrade, which they would not compensate for. Then the room they placed us in was disgusting.
There was hair in the shower, yogurt on the counters, random pills on the floor and cabinet.
There were boogers on the wall, the curtain had yogurt, something dark, and there were blood stains on the sheets and something white on the cover. Just run away from them, they are gross.
- Some of the workers are nice
- Unclean
- Too crowded
- Harassment from staff
Preferred solution: Price reduction
User's recommendation: Don’t do it. Look elsewhere
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Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerPoor customer service, guest to crew staff ratio not equal
I cruised on the Norwegian Escape on December 16, 2023. Although this was not my first cruise on Norwegian, it will be my last!
I was disappointed with so many aspects of the service provided, that I'm sure I'll forget to mention something. 1. The guest to crew ratio was not conducive to great service. I had a party of 7 and meals in the main dining room were at least 2 hours for each meal.
We only had one attendant servicing our table. Therefore, there were very long lag times between courses, water was not replenished often and drinks from the bar were slow. 2. As part of our Free at Sea, we received WiFi.
That was a joke! The WiFi package only allowed you 150 minutes. However, those minutes were used up quickly because there were NO instructions telling you to turn off the WiFi when not using so that the minutes would not continue to accumulate. I ended up having to purchase another package.
3. I purchased a spa treatment that was a special on board (see attached). It was for a 1 1/2 hour massage/facial. A couple others in my group also purchased the same package.
I and one of my travel mates had an appointment at 4:30pm. We were sent to the wait are for our technician to come get us. My travel mate's technician came shortly after we got to the room. A short time later I was told my technician was running late and would be there shortly.
Two others in my group who had a 5pm appointment joined me in the wait room as they waited for their technician. Finally, at approximately4:50pm, my technician came to get me. She took me to the treatment area discussed my services and left me to get undressed for my massage. When I last looked at my watch before taking it off, it was 4:59pm.
The technician came in and performed my massage. When she said my time had ended, she left me to get dressed. I looked at my watch and saw that it was 6:01pm. I didn't think anything of it then, but realized when I got dressed and left, that I was shorted 30 minutes of my treatment!
I guess the technician was making up the time for HER BEING LATE? The next day I went to the spa to discuss this problem and was begrudgingly offered a day pass to the thermal room. However, because it was an at sea day, I was told I would only be able to access it during off-peak hours. 8am - 11am and then 8pm - 10pm.
These may not be the exact times, but close enough. I did not go because the times did not suit my schedule. 4. The excursion in Jamaica was TERRIBLE!!!
We purchased the Dunn's River Falls/Bamboo Beach VIP trip ($149). The trip was to include time at Dunn's River Falls followed by time at Bamboo Beach that included drinks and meals. The excursion was to begin at 9:30am. We were instructed to meet in one of the theaters on the ship.
This was the meeting point for most excursions, therefore very crowded. We were called slowly by excursion to leave to go outside to meet the transportation. We did not get called until after 10am. At that time we were sent outside where numerous people waiting for other excursions were all standing around.
It was exceptionally unorganized once outside, when trying to determine what line was for your particular excursion. Everyone was counting on the people around them to figure out what line to stand in. After standing at close quarters with everyone around you in an enclosed waiting area, I felt claustrophobic and waited outside. It was not approximately 10:45am.
When I asked why the long delay to get going, I was told they were waiting for the bus which was stuck in heavy traffic. I would have thought the bus would have been waiting at the pier at the departure time. Frustrated, I found a Norwegian staff member to ask how to cancel the excursion and get a refund. He didn't have a definitive answer and somewhat indicated that we would not get a refund at this point.
I explained our frustration and gave the names of all in my party (which he wrote down) so that I could address the issue with Guest Services once back on board. The bus finally arrived, and we were on our way AFTER 11am! This delayed departure meant we had already lost over 1 1/2 hours of beach time. We got to Dunn's River Falls and were only able to spend 45 minutes there.
Once back on the bus and the long ride to Bamboo Beach, we found it once again unorganized. We waited outside the entry for our guide to get admissions for our group. We were ushered to the section of the beach where our chairs were set up. The food was served by 2 individuals carrying out plates to where we were in our chairs.
Again, with no organization to how you were served. Not sure if we even got all that came out. The watered down cocktails were also served, which resulted in you spending money to get a REAL drink, not the fruit punch with MAYBE a DROP of alcohol in it. My group finally got their meals 20 minutes before it was time to get back on the bus to return to the ship.
I say this because we only got to spend a little over an hour at the beach. No need getting in the water when you had to choose between waiting in your seat for food or miss eating because you got in the water. We were served the desert on the bus on our way back to the pier. Once back on board, I spoke with Margaret in Shore Excursions to complain about our experience.
There were several other people who were on this excursion in line to voice their complaints also. Margaret was only able to offer a 10% refund which was coming from the Jamaican Tourism. She explained Norwegian was also adding a 5% refund. I assured Margaret that this was not acceptable.
Her response was that was all that was being offered and that I could take my grievance up with Guest Experience once back home. Norwegian gets a kickback for this excursion. It costs $99 if you book directly with Jamaican tourism (see attached). Norwegian could have AT MINIMUM refunded the difference back to the passengers.
5. Due to the weather, we were not able to go to the Grand Cayman Island, instead we received a $50 ship credit for our additional at sea day. I wish there was enough entertainment on the ship to give you something to due for the extra sea day. The pools and hot tubs were overly crowded and not many shows, entertainment to occupy your time.
6. Debarkation. At this point, I don't know why I expected anything better. Once again, completely unorganized!
Extremely long lines, waiting to get through customs. I paid for a porter to get me to the front of the lines. I didn't know there were cruise lines that didn't use biometric screening to get guests through customs and out the terminal quickly. My list can actually go on and on.
Moral to the story, goodbye Norwegian!
Royal Caribbean, I'm sorry I strayed! You can best believe, Norwegian will not see me aboard another of their ships!
- Room steward
- Poor internet connection
- Lack of activity and or shows
- Bad service
Preferred solution: Refund of Internet, spa, and excursion.
User's recommendation: Be cautious when booking a cruise with Norwegian. The "free perks" may look good when booking, but you do not always get the bang for your buck. Try Royal Caribbean instead! Even Carnival has better service!
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Verified ReviewerI dealt with Daniel Alcocer he tricked us into using his cell phone number
Daniel continued to have us contact his cell phone number knowing the conversations couldnt be tracked if there was a problem! Well he misunderstood me when I asked him a simple question about riding to Chicago A Day Earlier to fly out with my roommate!
He quoted me additional airfare of $164round trip! I was ok with that! But because my roommate couldnt guarantee that she could get someone to meet me at the train I told Daniel Ill just leave from my state! He put in that I requested to leave for the both of us a day earlier which I didnt!
This is what happens when we get people who dont speak English very well the misconstrue simple information! But because we called his cell phone number Rachel continued and refused to hear me out and continued to call us liars stating Daniel took immaculate notes oh hes just the best! In reality he lied because he didnt listen or comprehend my situation! I never stated id like to leave a day earlier for the trip I was referring to leaving my state to go to my roommate states so that we could fly together!
Then this rude and horrible Rachel had the nerve to insult my roommate offering us a lousy $25 the nerve!
Were stuck with leaving a day early and spending money on a hotel this also caused us to loose our transportation from the airport to the port! Customer service sticks at Norwegian and they wonder why theyre in the red!
- Multiple destinations
- Customer service
- Poor customer service
Preferred solution: Price reduction
User's recommendation: Never speak to an agent on his cell phone those calls are recorded or traced for the conversations to be pulled up
Nothing from them
My wife and I cruised on Norwegian Joy Sept 17-25
My wife and I cruised on Norwegian Joy
My wife and I cruised on Norwegian Joy Sept 17-25 from New York to Quebec. I had bid on room upgrade to balcony.
Never heard a word, so I assume that we didnt get it. Never received excursion tickets (wasnt sure how they operated that). Wednesday we disembarked to find the hop on hop off bus in Boston. He told us to go to Terminal 2 and he would pick us up ???
When we get there they tell us to take it up with Norwegian. We get back to the ship and I go to Guest Services. He said that I still owed 109.00. I received that email over a month ago.
I paid it anyway, but never understood why. I already had a zero balance. I told him that was already paid. He typed up some info on his computer.
Later that evening I received a phone call in our room. She asked me about the upgrade. I told her we never received any info, so we took our stateroom. She said we would get a refund for that excursion.
All their info during check in said our regular room. She said the tickets were sent to our upgrade, but our excursion tickets would be at our door that night. The tickets said reprint on them, so we started to use them. Thursday morning the original tickets mysteriously showed up.
I have yet to see a refund. Wednesday we get off the ship to go to the shuttle bus to Quebec Airport. She said we were supposed to have paperwork to get on the bus. I had to call a taxi from port to the airport (50.00).
They never gave us anything. I paid for Priority Service(199.00) and it never ever made a difference. I would not recommend them or ever use them again!!! We saw the maid twice.
And had to ask for towels. There was a sign in the bathroom to reuse towels. We asked her for water and she said she would have to charge us for it. Communication was terrible.
No info on anything on the ship. The ship seemed to be overbooked. When you would go to the buffet, you couldnt find a table.
We let strangers sit with us every time to help them out. Many other passengers told us the same type stories..,
User's recommendation: Anyone but Norwegian..,
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Verified Reviewer | Chilliwack, British ColumbiaNon refundable deposit
First time cruiser who tried to book family cruise for 11. From beginning the words completely refundable were used but difficulties with matching schedules got worse so we cancelled.
After cancellation when we asked for "complete refund" were told the $250 was matched and put in our acct. That was never given as the only result of cancelling.
Words "Complete refund" must mean something in cruise business cause it sounds its not what i mean by completely refunded. Will never use ncl again!!!
User's recommendation: Dont use ncl
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Verified ReviewerRequesting David Herrera's email
Hi. We have had to call customer service numerous times and unfortunately we have been treated poorly by at least half of the reps.
I would like to email President, David Herrera, as we were told by 2 of the reps that they didn't have supervisors and our concerns were at the end of their road. I live in a port city (Miami) and cruise regularly. First and last time I will use NCL. Spent hours on the phone accomplished nothing.
Spoke to "Rachel" in customer service, she suggested I use Google for answers/reviews to excursions. The reps do not have answers for many questions. We spent $20,000 for 4 people/two cabins/suites for a 12 day cruise to Iceland, Greenland and Canada. Our party of 4 requested flight upgrades.
The first leg of the trip to Iceland is very long and we have elderly passengers. We have been calling every other day for a month. They just keep telling us to wait. Finally, the request was ignored and we were given 2 tickets on economy for the wrong day of travel for 2 guests.
We were completely ignored and told once the tickets were assigned it was too late. Though it is not too late to change the date from 7/30 to 7/28/24. Really? This doesn't even sound right.
What is going on at NCL? The reviews and latest article in the NY times are extremely unfavorable.
- Rude and unresolving
- Un-delivering customer service
Preferred solution: Deliver product or service ordered
User's recommendation: dont use NCL. belowis the time a rep placed me on hold to wait for him & hung up
Terrible cruise
I am writing with the high regards to my travels with the Norwegian Breakaway. First I would like to say that we made a stop in Bar Harbor and I bought a silver bracelet for my granddaughter when arriving home the bag that it was in with the charms the bracelet where gone out the bag.
My matron for my room was the only one who entered my room who from the first day made me feel very uncomfortable. She cleaned my room twice while being on the ship her name was Johanna. Now everything else that I got was there but not the bracelet with the charms just a empty bag. Also one night we where cold so I looked in the drawer to retrieve the extra blanket and it was filthy.
I called and said can I have a clean blanket and asked why was the dirty blanket was in the room she stated thats where I put it. I said shouldn't it be clean linens in the room not dirty she pretty much said oh well and stood there and said anything else very nasty attitude. Also the room that I was assigned to over top of me was nothing but bumping and thumping when I went to complain I was told it was some type of freezer over top of me but it sounded like children thumping. Was not offered anything untill the night before to get a room change why would you wait all week to offer me a room change.
The front desk staff very unorganized. Didnt know how to accommodate anyone. I must say the staff on the breakaway needs to be retrained. The osheA restaurant it took 15 minutes for them to take a order and a hr and 10 minutes to get our food, why!!!
come to find out our waiter had disappeared when asking for a supervisor. The stops for the Canada trip was horrible they need to take them out I say bar Harbor was amazing the rest was terrible. All the sailings I have been on this was far the worst cruise ever. I never complain but this was really a unprofessional.
Also why would they take Budweiser off and only keep Bud Light. Also never complain gee where on another cruise where the actual engine went out and had to be escorted into land with tug boats never complained because I got back safely but was scared out of my mind.
The bracelets really hurt my feeling never had anything taken from me on a cruise. How can this be handled.
User's recommendation: Choose wisely
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Verified Reviewer | Apodaca, Nuevo LeonOur Africa cruise became a nightmare
Our group of 7 family and friends were excited to begin the NCL cruise embarking in Mauritius that we had all been planning months.
When we arrived in Mauritius, We received a letter via email saying that the cruise was unable to dock due to health concerns by the port.
We were instructed to report at our pre-arranged boarding time to the port. at which time we would receive accommodation until the ship was cleared to dock.
We came at the appointed time and waited an hour and a half observing approximately 20 staff milling around and one person processing a long line of passengers.
When it was finally our turn the representative was very nice and recorded all of our passports and then supposedly reserved 4 rooms for us at the Casuarina Hotel.
We had three young children in our party and because the transportation provided by NCL wouldn't be able to take us to the hotel for hours, we elected to take a private taxi.
When we arrived at the hotel , staff and managers of the Casuarina Hotel assured us they had no relationship with NCL and had no reservations in our name.
We contacted NCL reservations immediately and they instructed us to find a hotel for the next two nights and that we would be reimbursed instantaneously.
For the next 3 hours we visited approximately 15 different hotels that were all full due to NCL's accommodation of the over 2,000 passengers experiencing the same circumstances as we were.
At 10:00 pm at night after two of the children had thrown up all over the taxi from car sickness, we reached The Hilton hotel who had three rooms left and informed us that they were accommodating hundreds of the delayed cruise.
passengers.
We again contacted NCL reservations who assured us that we would be reimbursed for accommodation and meals as well as for meals and transportation outside of the hotel per the per diem in the letter NCL had provided us.
During that call and in eight subsequent calls to NCL reservations we asked if the billing could be moved directly to NCL as it was for the hundreds of our fellow cruise passengers being accommodated at the Hilton by NCL. We spent hours being passed from representative to supervisor and back to representative
We were ultimately told to submit our receipts and get an instant reimbursement per the letter they had provided
Upon our arrival at the port for departure,we were again reassured by the very apologetic cruise staff and management that we would be reimbursed very quickly by NCL in Miami.
We followed their exact instructions and submitted the hotel bills as well as our taxi bills and bills for the food consumed outside the hotel during that 2-day period.
We received a form letter denial of reimbursement.
We reached out to our booking agent who was extremely frustrated with the treatment that we received and contacted the person who signed the form letter .
Our booking agent in subsequent calls also reached out to her supervisor and multiple other people in the NCL organization, only to report that she was hitting a brick wall of bureaucracy.
To date we have had no contact or follow up from NCL and if not been reimbursed per the letter NCL provided and the multiple assurances from the customer service and cruise staff.
Because of the delay in departure NCL eliminated the two ports that had compelled us to book the cruise in Madagascar which meant the cruise sea days were doubled, certainly increasing the revenue of the cruise but leaving many passengers feeling extremely disappointed.
The Norwegian Dawn staff put in place mandatory hand washing and many other health practices for the passengers, which we fully supported and followed diligently.
Despite following and exceeding all the health guidelines suggested by the ship's staff, all seven members of our party got a severe stomach virus with symptoms of throwing up and diarrhea causing us to leave the cruise a day early in Capetown. One can only deduce that this virus had to be transmitted from the staff's health practices rather than the passengers, given the passengers strict adherence to all health recommendations Our dream vacation became a nightmare and now we are spending more time filing legal and regulatory complaints against NCL in an attempt to resolve the situation.
All the best,
User's recommendation: Don't waste your money and time
Luggage was dropped in ocean
Took a 14 day cruise to Greenland, Iceland and Norway on Norwegian Star (NCL). Highly recommend the trip, but the cruise line not so much.
Our luggage was DROPPED in the OCEAN before we boarded the ship. My computer and second monitor were ruined and never worked the entire trip. I was planning a working vacation and was unable to get my work done, spent countless hours trying to get computer to boot up and working with my team at home to cover my duties. NCL is refunding me $1300 for the computer and THATS IT.
NOTHING for the other stuff that was ruined that I have not replaced (books, games, toiletries, etc), NOTHING for the time and stress of the whole situation, all the money I spent on that cruise which was definitely affected by the luggage issue.
VERY disappointed in the customer service of this cruise line. If you have a choice, maybe try another line.
User's recommendation: Try another cruise line if an option
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Namyangju, Gyeonggi-DoGround transportation reservation
Hi
I'd like to make arrangements a ground transportation.
Ship: NORWEGIAN PEARL
Departure date: 11/11 -11/21
11/11 Rome to CIVITAVECCHIA
11/21 LE HAVRE to PARIS
Please let me know the time and the place on both locations, thanks!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerCredit card charge
I went on a cruise at the end of May 2024, and in September 2024, I have a charge on my credit card for 29.78. Why?
Sincerely Not Happy,
Chandra Carswell
- Many destinations
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerFlights booked by NCL
We just returned from a cruise on the Pearl from September 6-16, 2024. We had NCL book our flights with their second person flies free promotion.
The itinerary for these flights was the worst it could possibly be. We flew from Halifax to Toronto, Toronto to Zurich, and then on to Venice, taking 16 hours in total. The flights back were from Venice to Frankfurt, Frankfurt to Toronto, and then on to Halifax, taking a total of 24 hours. When I called to say these were awful flights, the response was, 'We have met the conditions.' This may have been true, but no thought was put into this to make it the fastest way possible for people to travel.
I will NEVER book flights with NCL again and will spread my message far and wide, telling others what a horrible deal this is. Our cruise reservation number was 5567****, and the reservation number for our flights was 3TMBNG.
- People
- Ship
- Food and entertainment are amazing
- Do not book your airfare through ncl
Preferred solution: A credit towards another cruise
User's recommendation: Book your own flights
About
, ,
Norwegian Cruise Line Corporation Ltd. is the holding company for various subsidiary companies involved in owning and operating the ships of NCL Freestyle Cruising. The corporate office of internationally operating cruise line is headquartered in Miami, Florida. Norwegian CruiseLine is currently building the third generation Freestyle Cruising ship, Norwegian Epic, for delivery in 2010. The cruise line today has the youngest fleet based on the world's leading North American cruise lines. The customer service of the company is available at 49 1805 62 55 27 (France) and 00800 03 10 21 21 (in other European countries).
Norwegian Cruise Line is ranked 34 out of 266 in Cruises and Ships category
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Your travel companion can purchase future cruise credits on your tab and there is nothing they will do about it. Just fyi!
$1000 cruise credits were charged on my boyfriends card because the cruise was booked by him, by his ex gf and he thought they’d at least be his credits to use but nope.
He paid $1000 for her to get future cruise credits. Be careful traveling with Norwegian!