Norwegian Cruise Line

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.

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!

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!

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.

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.

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,

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.

This cruise does not care about customers at all. The lines for this desk were always long!

People at the desk had a hard time speaking and understanding English which was very frustrating. We were charged for drinks that were not ours, had to fight to get chargers removed. Payed to upgrade our room and were put above a service door. It was a 12 day cruise it was frequently not closed all the way before leaving.

We listened to it banging all night and could not sleep. It had to be fixed at nearly every port! When we called to complain they said never to bid because the rooms are problematic to always pay up front for the room you want. The bidding came with no fine print like we put you in a *** room and you pay.

They refused to give us back the $200 we payed for our upgrade.

At ports we were up at 4:30 because we were by the line they used to dock us!

On the boat they didnt care and customer service email didnt either. There is a reason they do not have a phone number and communicate through email only.

Food is also bad and tasteless often cold.

Although the cruise was fine enough, albeit with few things to do onboard, the treatment of employees is awful. Already there are the ridiculous hours that they are required to work, from what I know it can be upwards of 12 hours a day, but also nobody seems to be allowed to act like a human.

Most employees seem to always be on edge, as if they were being held at gunpoint, which to be fair most of them probably feel like they are since if they make a small mistake they will most likely be fired on the spot.

Most cruise ship companies aren't known for their employee privileges, and Norwegian is no different. I hope that so many of the employees are able to find better, more ethical jobs that they deserve.