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

  711 12th Ave New York, NY 10019

• 

  Norwegian Cruise Line

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

• 

  Norwegian Cruise Line

  1811 Princeton Lakes Dr Brandon, FL 33511-2231

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:07/22/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 want to share details of a recent experience that left me extremely disappointed with Norwegians travel assistance. We knew when booking adjoining cabins that separate flight itineraries were possible. My wife and one son were booked on Air Canada (OrlandoTorontoReykjavik), arriving at 8:15 AM on July 1. My other son and I were booked on JetBlue/Icelandair (Orlando***Reykjavik), arriving at 8:55 AM. We planned two extra days in ******* hotel, car rental, and excursions all in my name before boarding Prima. On the way to the airport, I got a notice our JetBlue flight was delayed by hours, making us miss our *** connection. I called *** travel assistance and was promised a callback in 10 minutes. It took 30 by then, my wife and son were checked in. When she finally called, I was told there was nothing they could do. The only offer was a next-day flight via ******, arriving 14+ hours late.I asked about rebooking us on ********** with my family. She flatly refused, saying *** couldnt book it a claim I believe is false. Then I learned my ******* reservation had been canceled. The *** blamed me, even though I never contacted JetBlue.With no help from ***, I bought two last-minute ********** tickets for $480.64. In the air, I scrambled to find a Reykjavik connection. The only option was an Icelandair flight for $3,326.64. In *******, while my wife and son made their connection, we raced through customs, grabbed luggage, checked in with **********, cleared security, and barely caught our 11 PM flight.While en route, I got a notice NCL had rebooked us on the Boston flight even though we were already flying to *******. This confirmed how disconnected and ineffective the support was.We reunited in ********* and enjoyed our trip, but I spent $3,807.28 of my own money due to this debacle. I am formally requesting reimbursement. I did everything I could to manage this, but **** refusal to assist or escalate is unacceptable.

  Business Response

  Date: 07/29/2025

  Good day,

  Thank you for contacting Norwegian Cruise Line on behalf of the consumer. 
  
  We are very sorry to learn of the difficulties the consumer encountered with their flight arrangements and regret any inconvenience that they may have experienced due to this matter. We truly sympathize with their situation and extend our apologies for any distress this situation caused, as we know this is not the way they were hoping to start their vacation. We further apologize that our ****************** was unable to be of assistance when they encountered these flight issues.
  
  An additional review was conducted by our management team of the case the consumer submitted to our post-cruise ************************* and, in light of the inconvenience they experienced and as a gesture of goodwill, we have issued a reimbursement for the amount requested for the out-of-pocket expenses they incurred. As such, they will receive a refund of $3807.28 to their Mastercard ending in 7544. Please note, refunds may take up to 30-business days to post, dependent upon their financial institution's internal policies.

  We've attached a copy of their reservation confirmation showing that the reimbursement has been issued; kindly refer to the highlighted line-item on page two. 
  
  We hope the consumer finds this to be an acceptable resolution, and we greatly appreciate this additional opportunity to respond. 
  
  Kind regards,
  
  ***** *.
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********-*****

• Initial Complaint

  Date:07/21/2025

  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 submitted at least 3 cases with *** and survey which was sent to me on 6/23/25 I asked a series of specific, detailed questions on the phone with ********* ***. Started online using their website ******* and moved over to a phone call convo which began from the phone number ************, talked where I asked detailed questions about flights for example who and when they would make and asked about going out a day early and leaving a day later. I was told I would get a list and never did. ********* *** on multiple occasions lied over the phone call on 8/12/24. I called myself 2/17/25-2/23/25 At least 6 phone calls, the longest being 1 hour 9 min, during which I explained my frustration with being lied to and having to figure things out with them I would have NOT been given the options for day before/after We were not able to choose our flights OR the airport we wanted, causing inconveniences for us, especially for our return flight which wasn't scheduled until 11:21 PM the day after our cruise (Thursday). We were told by your flight department multiple times that they could not and would never change the flight, regardless of any issues happening with air traffic at ***. Nothing was done to remedy this. I am requesting a refund of $108 for the transfers from the ******** am asking for the service charge from ******* to be removed, which was $24 I am asking that an adjustment be made for the specialty dining of a refund of $40. I am asking for $40 refund because the cost was higher than the other dining experience I am seeking a partial refund for the Icy Strait tram price because of the condition of the tram we were not able to take advantage of the experience All of these concerns are laid out in the case provided to you that you have not acknowledged in over 30 days. I am asking you to address all of our other concerns laid before you. I even posted on your ******** page and gave you the info 7/17/25 still no reply I am hoping I got your attention now.

  Customer Answer

  Date: 07/21/2025

  Adding screenshots of my call logs to prove they exist. 

  Business Response

  Date: 07/23/2025

  Good day,
  
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
  
  Please be advised that the consumer submitted a case to our post-cruise ************************** Kindly refer to the attachment showing the letter we sent to them via email on 16 July 2025.
  
  Upon an additional review of their reservation, we've determined that the airport to port pre-cruise transfers should have been removed by the consumer's Personal Cruise Consultant at the time they added a pre-cruise deviation; however, they were not. As such, we have initiated a 100% refund for their pre-cruise transfers totaling $69.00. The refund will be issued to the original method of payment used on their reservation. Please note, refunds may take up to 30-business days to post to the consumer's account, dependent upon their financial institution's internal policies.
  
  We appreciate this additional opportunity to review and respond to the consumer's concerns.
  
  Kind regards,
  
  ***** *.
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23628800
  
  I am rejecting this response because: The complaint was not fully acknowledged by ***. Case ******** which was sent on 6/6/2025 was acknowledged with a poor response which was attached by *** and sent to me directly. I explained to them that I was directly lied to by someone who works for their company when the booking was done back in August of 2024. I am asking *** why it was my responsibility to make these adjustments and changes in February of 2025 and cause a great deal of mental anguish. I was forced to make rushed decisions because of their failures. The entire process was extremely stressful and handled very poorly. I also expressed deeply concerns regarding personal safety that I felt as if they were not well received in May 2025 because of concerns at ***. (******) I explained concerns with delays and cancellations. These concerns were not taken seriously. It is not unacceptable, when the brand lied to make a sale. When I asked detailed questions asked in August of 2024, I am asking for the phone call to be reviewed and more proper resolution. I asked specific questions if I would be able to chose my flights, who I would fly with? Will be able to sit together? Why was the deviation not added to begin with when the booking was done in August of 2024 when I specifically asked to go the day before and come home the day after? I also want to make it clear all the other concerns I have raised with *** have yet to be acknowledged which were submitted on June 20th (Case ********) which is not had a reply to the any concerns which was submitted over 30 days ago. I submitted a second complaint to you regarding the same information on July 4th, *************************************** acknowledged. I also rejecting the reply today because the amount of the refund of $69 is not correct. Please see attached that I was charged $108 for the transfers. All information in my BBB complaint and the information that was sent directly to them on 06/23/2025. The BBB reply from them does not acknowledge the other case that was submitted to them. It does not acknowledge service changes that were accrued, it does not adjust the adjustment for specialty dinning. It does not acknowledge the poor experience at one of their ports. These concerns were apart of the complaint which was submitted on 7/21/2025. I am asking that *** come up with a better situation for what occurred when the booking took place. I am asking them to please acknowledge my poor internet service on the trip which was part of the complaint submitted on June 20th. I am happy to go into more detail about it if they would like me to. *** also never knowledge the temperature conditions in their cabins (asked for service 3 times) had issues the entire trip. Please acknowledge the secondary issues raised and correct the refund for the correct amount. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 07/29/2025

  Good day,
  
  This is in response to the consumer's recent letter and further to our previous correspondence. 
  
  Please be advised that the consumer paid for roundtrip transfers, from airport to port at the beginning of the sailing and from port to airport at the end of the sailing. As the pre-cruise transfers should have been removed by their cruise consultant, we are issuing a refund for these. Kindly be advised, a deviation was not added to the end of the sailing, so we are not refunding the post-cruise transfers. 
  
  We are very sorry to learn of the consumer's disappointment with the Wi-Fi package they purchased. Please note that the internet service onboard our vessels is provided by ********, an outside concessionaire. 
  be unpredictable while at sea as there are many unexpected variables in play. Internet service provided via satellite can be unpredictable while at sea as there are many unexpected variables in play. Nevertheless, we are sorry for any inconvenience the consumer experienced due to slow speeds. We have forwarded their concerns to ******** for their review. A review of our internal voyage log does show that their Wi-Fi package was used throughout the entirely of the sailing.
  
  Please be advised that all specialty dining meals have a 20% gratuity added to the base price. This is information is provided to guests in advance, as is the cover charge pricing for each specialty dining restaurant. We have attached a copy of the receipt itemizing the consumer's expenses at ******** to show that they are valid. 
  
  We regret to learn that the consumer was displeased with the temperature conditions in their stateroom onboard. Respectfully, we are not showing that any concerns regarding their stateroom's temperature were brought to the attention of our ************** desk while they on board. To that end, we kindly ask guests to report any unsatisfactory experiences onboard to our ************** desk, so we are given the opportunity to address their concerns at that time, thereby improving the quality of their vacation. Otherwise, we remain unaware there is anything to improve upon.
  
  We regret to learn of the consumer's disappointment with their tour at ****************. Our Shore Excursions department works very hard to find quality tours that will both entertain and educate our valued passengers. Each excursion,operated by an independent and reputable tour operator, is thoroughly researched for content, quality, and safety, in an effort to provide the finest excursions available. That said, feedback from our valued guests is vital to the continued success of our *************** is by receiving their feedback that we are able to highlight areas that may need closer attention. As such, we have forwarded their concerns to our Shore Excursions department so they may be aware of the consumer's impressions and take action,as necessary. Their experience and comments will be taken into serious consideration when decisions are made concerning future relationships with current tour operators.
  
  We are very sorry to learn of the difficulties the consumer encountered with their flight arrangements and regret any inconvenience that they may have experienced due to this matter. We truly sympathize with their situation and extend our apologies for any distress this situation caused. We wish to assure guests that every effort is made to ensure the details of our guests' flight arrangements are finalized and made with more than an adequate amount of time. Please understand, while we make air arrangements as a convenient and economical way of reaching the ship, Norwegian Cruise Line has no control over airline operations, and, as such, we are not responsible for their cancellations or delays. 
  
  Lastly, we are showing that the consumer received promotional airfare. Kindly note, our airfare promotion is designed as an economical way to assist guests with getting to and from the ship. Airfare is not ticketed until up to 30 days prior to sailing and no changes are allowed once it is ticketed. In order to offer this promotional pricing, we cannot guarantee direct flights, layover or transfer airports used, layover timeframes, and, with the exception of pre and post deviations, we cannot accept special requests. We assign the best possible flights available at the time of ticketing. We apologize if the consumer was not aware of this information in advance.
  
  In light of the above, we must politely reiterate that we are unable to honor the consumer's request for an additional refund. Nevertheless, we do apologize for any disappointment resulting from our response. 
  
  We appreciate this final opportunity to review and respond to the consumer's concerns. 
  
  Kind regards, 
  
  ***** *.
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23628800
  
  I am rejecting this response because:

  The information regarding deviation is not correct on the *** Confirmation it has a pre and post. The information stating that we did not reach out of the ************** about our temperature of cabin is an absolute lie. We had Maintenace at least TWICE come to the room and play with the wall outside of our stateroom *****. Norwegian Cruise Lines has taken absolutely ZERO responsibility for anything. I am asking that my Cruise Next purchase I made to be refunded. I will never sail with this company ever again. This is by far the worse cruise experience I have ever had with them. I spent over $6,510.67 for the cruise. I spent *****. in shore excursions and on board $1,361.25. I spent over $10,000 on this cruise. Norwegian Cruise Lines has failed to come with an adequate solution and continues to provide lies. I am asking for the transcript of the call from 08/12/2024 be provided from ************. You can do better. Once again, we spent for gratuities at the beginning of the trip and should not have been charged any at **************. I am asking that the Internal voyage log to be shared. Norwegian cruise Line has not provided any documentation to show that they have taken these concerns seriously. I do not understand why they can not take any responsibility on behalf of their organization. I respectfully ask that the Cruise Credit I have purchased by refunded as I will not be sailing with them because of their poor handling on the situation. 

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

  Customer Answer

  Date: 07/30/2025

  I am asking that Norwegian Cruise Lines refund the Cruise next deposit and address the concern regarding temperature was they lied about in their response. 

• Initial Complaint

  Date:07/18/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 am filing this complaint regarding Norwegian Cruise Line due to two primary issues experienced during my recent cruise. First, the internet service was unavailable for an entire day, significantly disrupting my ability to stay connected, which was a promised and paid-for amenity. Secondly, I was overcharged for salon services. Specifically, I paid for hair coloring and a keratin express treatment but did not receive either service. Instead, I received a hair "gloss" or "glaze," a service distinctly different from, and less costly than, what was purchased. With my extensive background working in a hair salon, I am very familiar with the differences between these services, and I find this misrepresentation unacceptable. I request appropriate monetary compensation to address these issues.

  Business Response

  Date: 07/24/2025

   

  Good day,
   
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
   
  Please be advised that the consumer submitted a case to our post-cruise Guest Experience division. 
  
  Kindly refer to the attachments showing the letters we sent to them via email. 
  
  Our records indicate that the consumer was offered $60 future cruise credit for the internet issue and a refund of $ ****** for the Beauty/Spa services.
  
  Upon an additional review of their submission and our response, we have determined that their concerns have been addressed in line with our policies. 
  
  In light of the above, we must respectfully advise that we are unable to honor the consumer's request for additional compensation.
   
  While we apologize for any discontent resulting from our response, we appreciate this additional opportunity to review and respond to the consumer's concerns.
   
  Kind regards,
   
  ***** W
  Guest Experience Coordinator
  Norwegian Cruise Line
  
  

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23622316
  
  
  I am declining this offer because I specifically purchased and paid for the "unlimited" internet package. The proposed $60 credit is inadequate compensation for the outage I experienced, especially since I do not intend to cruise with *** again in the future.
  Sincerely,
  ******** ********
  

  Business Response

  Date: 07/29/2025

  Good day,

  This is in response to the consumer's recent letter and further to our previous correspondence. 
  
  While we regret to learn of the consumer's continued disappointment, there is little we can add without reiterating what was mentioned in our previous letter. We're unable to provide a full refund of their internet package cost due to the high level of usage recorded on the consumer's account, specifically, ****** minutes of connection time and ****** MB of data used. For this reason, we issued a partial 25% refund and $60.00 Future Cruise Credit. 

  In light of the above, we must respectfully advise that we have determined that the consumer's concerns have been addressed in accordance with our policies. Feedback from our valued guests is vital to the continued success of our organization, and we sincerely appreciate the consumer sharing their impressions. While we regret any disappointment caused, our decision remains firm.
  
  We appreciate this final opportunity to address the consumer's concerns and hope to have the pleasure of welcoming them aboard a future Norwegian Cruise Line sailing. 
  
  Kind regards, 
  
  ***** *.
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer Answer

  Date: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:07/17/2025

  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 sailed aboard the Norwegian Prima from 6/22 to 7/3 as a group of six with three staterooms, including cabin 5178 on Deck 5. From the first night, our room was filled with loud bass and vibrations between 11:30 p.m. and 1:30 a.m. We initially assumed it was a nightclub above us. On Day 3, we realized the noise was actually coming from directly below.Starting that night, we began calling ************** nightly. Each time, we were told security would be sent and the matter resolved. Despite these repeated assurances, the noise continued every night of the cruise.On Day 4, Norwegian sent us an apology fruit basket and wine, clearly acknowledging the issue. But again nothing changed. The noise persisted nightly through the remainder of the trip.Midway through, we were offered a move to an interior room a downgrade that wouldve separated us from our family. Later, we were offered a balcony cabin with only two nights left, which we declined due to *************** and distance from our group. Neither offer addressed the problem.Toward the end of the cruise, my husband spoke directly with security and confirmed the noise came from a crew bar located beneath our stateroom. The disturbance was caused entirely by Norwegians own staff not guests or a design flaw. Despite this, ************** continued to act unaware and kept telling us to call night after night.We gave Norwegian 11 nights to fix the issue. They failed. The noise severely impacted our ability to sleep and enjoy the cruise a core part of what we paid for.After the cruise, we filed a formal complaint. Norwegian acknowledged the noise inconvenience and offered $1,500 per person in cruise credit. We declined, requested a refund, and were refused. They have since closed the case.They knowingly let this happen. This is more than poor service its gross mismanagement. The noise came from their own crew, and they knowingly allowed it to continue, while misleading us daily. That is unacceptable.

  Business Response

  Date: 07/22/2025

   

  Good day,
  
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
  
  Please be advised that the consumer submitted a case to our post-cruise ************************** Kindly refer to the attachments showing the letters we sent to them via email. Upon an additional review of their submission and our response, we have determined that their concerns have been addressed in line with our policies. In light of this, we must respectfully advise that we are unable to honor the consumer's request for a refund of the future cruise credits offered.
  
  While we apologize for any discontent resulting from our response, we appreciate this additional opportunity to review and respond to the consumer's concerns.
  
  Kind regards,
  
  ***** W
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23613395
  
  I am rejecting this response because Norwegian Cruise Line has failed to take accountability for a serious and prolonged disruption that made our stateroom unusable, by their own employees. If a guest had done this, they would've been removed. This was not a minor issue. It was 11 consecutive nights of severe disruption, caused by **** own crew, and mishandled by *************** We were not provided what we paid for: a functional, restful stateroom.

  Cruise credit is not an acceptable remedy for a failure of this magnitude.

  We continue to request a partial or full refund for services not rendered.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/23/2025

  Good day,
  
  Thank you for contacting our offices once again with regard to our previous replies.
  
  It has been brought to our attention that our efforts have not satisfactorily resolved the consumer's concerns. As such, we have conducted an additional review of the consumer's case and our correspondence. While we regret to learn to learn that they remain dissatisfied with our responses, we must respectfully advise that our position on this matter remains unchanged as we have offered a future cruise credit of $1,500.00 per person for their concerns.  As such, it is with regret we must advise that we are unable to extend any further consideration for compensation in regard to the concerns they expressed.
  
  We appreciate having this final opportunity to address the consumer's concerns, and certainly hope that, over the course of time, they will consider Norwegian Cruise Line in their future travel plans.
  
  Kind regards,
   
  ***** W
  Guest Experience Coordinator
  Norwegian Cruise Line
   

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23613395
  
  I am rejecting this response because: We spent over $7,000 on our stateroom alone, not including the other two staterooms purchased on this cruise. $1,500 is pitiful in comparison and the last thing any of us want to do is sail with *** again or provide them more of our money and time. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/10/2025

  Type:Sales and Advertising 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.

  Current promotion of the Carribean included more at sea and taxes and fees included is falsely being advertised/marketed. I have cruised on many other lines and none of them have ever done anything like this. Even when I contacted the live chat person they said, it's only marketed that way....really?!! I have never seen anything marketed that way. I believe this is illegal false advertising and bait and switch pricing.

  Business Response

  Date: 07/17/2025

  Thank you for forwarding Ms. ****** complaint and allowing us the opportunity to respond. 
  I have reviewed the screenshots Ms. ***** included in her submission and would like to clarify the following as shown on the screen shots: 
  The beverage package clearly states that it is an optional extra and comes at an additional cost. This cost reflects 20% of the total value of the package, which is applied as gratuities for our hardworking bar staff. Similarly, the specialty dining option is also noted as an optional amenity that incurs an additional charge. 
  These details, along with the full terms and conditions of all our promotions, are readily available on our website, and can be accessed on the main home screen where is says *View for full terms and conditions. 
  Additionally, the "More at Sea" promotion is optional and includes several added-value benefits, such as complimentary Wi-Fi minutes and a $50 discount on NCL shore excursions for Guest 1. 
  We hope this clarifies any misunderstanding, and we remain committed to delivering a transparent and exceptional guest experience. 

  We hope we can welcome you onboard one of beautiful ships soon

   

  Kind regards

  ***** *********

  Resolution Specialist NCLH

• Initial Complaint

  Date:07/07/2025

  Type:Sales and Advertising 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.

  Norwegian Cruise line took advantage of a situation by deliberately misleading a *** directive, the directive states; an individual 60 years and above can be granted a waiver for the yellow fever vaccine, due to the fact that the benefits are outweigh by negative reaction. Using this as an excuse to do a needless physical examination and charging $253 per person, for a procedure neither needed or wanted, as the directive states is health related not physically related. With that in mind that is why I refuse to pay it, they took advantage of as many people as they could.

  Business Response

  Date: 07/14/2025

  Good day,
   
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
   
  Please be advised that the consumer did not submit a case to our post-cruise Guest Experience division. 
  
  According to our records, the consumer was able to be waived from the yellow fever vaccine with the requirement to present a waiver by a healthcare professional. The letter sent prior to cruise to the consumer stipulates the waiver is mandatory.
  
  Due to the consumer not having a waiver prior to the cruise. Mr. ******* had to visit our medical center onboard to see the doctor and be provided a waiver. The consumer was explained of the charges. The charges included, medical visit and report.  All charges are correct.
  
  The consumer was provided with the waiver in order to present it to the required ports.
  
  Kindly refer to the attachment showing the letter we have sent to them via email regarding yellow fever requirements.
  . 
  Upon an review of their submission, we have determined that their concerns have been addressed  in line with our policies
  
  Feedback from our valued guests is vital to the continued success of our organization, and we sincerely appreciate the consumer sharing their impressions. 
  
  In light of this, we must respectfully advise no compensation is due. 
  
  We appreciate this opportunity to review and respond to the consumer's concerns.
   
  Kind regards,
   
  ***** *. 
  Guest Experience Coordinator
  Norwegian Cruise Line

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Im writing to formally express my concerns following my recent cruise aboard the Norwegian Jewel (June 2027, 2025). This was our fourth cruise with Norwegian, and while we've always had great experiences in the past, this trip was deeply disappointing due to a medical emergency and how it was handled.I became seriously ill on the first day, unable to eat or drink for several days. I missed multiple major parts of our trip, including a prepaid catamaran excursion and our only specialty dinner. On June 23rd, I collapsed in our cabin and was taken to medical. The care I received was professional, but I was charged $76 for a pregnancy test after clearly stating from both my husband and I, was not pregnant.I declined a recommended transfer to a ******* ER due to medication, financial, and family concerns. The next day, I was presented with a medical **** ******* $6,000 and was forced to deal with unhelpful, unsympathetic staff and very limited communication options. I was ultimately charged multiple times on different cards without proper explanation or consent, and resolving these issues was extremely stressful.I have filed a claim through my health insurance but am unsure what will be covered. Im requesting assistance from Norwegian to help with the remaining balance or, if thats not possible, to explore other ways the company can compensate for the experience and financial strain.Thank you for your time and attention. I look forward to hearing from you.

  Business Response

  Date: 07/18/2025

  Good day,

  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
  
  Please be advised that the consumer currently has a case open with our post-cruise ************************* regarding these concerns. One of our Guest Experience Coordinators is working to research their concerns and advised the consumer on 14 July 2025 that a review is in progress. We kindly request an extension through Friday 25 July 2025 to provide a response to the consumer and properly address their concerns.
  
  We greatly appreciate your consideration and this opportunity to assist in resolving the consumer's concerns. 
  
  Kind regards,
  
  ***** *.
  Guest Experience Coordinator
  Norwegian Cruise Line

  Business Response

  Date: 07/18/2025

  Good day,

  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
  
  Please be advised that the consumer currently has a case open with our post-cruise ************************* regarding these concerns. One of our Guest Experience Coordinators is working to research their concerns and advised the consumer on 14 July 2025 that a review is in progress. We kindly request an extension through Friday 25 July 2025 to provide a response to the consumer and properly address their concerns.
  
  We greatly appreciate your consideration and this opportunity to assist in resolving the consumer's concerns. 
  
  Kind regards,
  
  ***** *.
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer Answer

  Date: 07/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/03/2025

  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.

  We booked an *** package including flights/ground transportation/cruise and paid in full ($12585.68) on March 5, 2025 for a Norwegian Prima Cruise from *********, ******* starting on July 3, 2025. During Check-in, also paid additional $236 for travel delay/health related insurance on *** site. During original booking we inquired about flying early, *** agent assured us their air department would ensure timely arrival for embarkation. *** failed to secure any viable flight for embarkation port nor alternatives to join the cruise down the line. *** completely derailed our vacation through no fault of our own. The issue stems from **** poor planning in booking intl. travel with connecting flights that arrive on same-day of cruise. Upon submission of claim, Norwegian promptly rejected the claim and refused to refund nor provide future credits for appoximately $13k (Entire cost of the cruise package).

  Business Response

  Date: 07/10/2025

  Good day,
  
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
  
  Please be advised that the consumer submitted a case to our post-cruise ************************** Kindly refer to the attachments showing the letters we sent to them via email.

  Upon an additional review of their submission and our response, we have determined that their concerns have been addressed in line with our policies. In light of this, we must respectfully advise that we are unable to honor the consumer's request for a refund of their cancelation penalties of the cruise.
  
  While we apologize for any discontent resulting from our response, we appreciate this additional opportunity to review and respond to the consumer's concerns.
  
  Kind regards,
  
  ***** W
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23555973
  
  I am rejecting this response because:

  Complaint: 23555973
  
  I am rejecting this response because:
  We had booked a complete package offered by NCL including airfare, ground transportation and cruise through NCL own representative. 
  
  At the time of booking, we specifically asked about the option of flying in early to avoid the risk of missing the cruise.  *** agent said that the flights would be arranged by **** travel department, they would ensure that we arrive at the embarkation on time.  WE DID NOT HAVE ANY CONTROL ON THE FLIGHT SCHEDULE.
  
  On the day of the travel, NCL did not give us any other alternatives.  They could have asked us to take the delayed flight to the original destination (*********) and made arrangements for ground transportation  to a down line ************ or *********   

  In fact, the WESTJET provided an alternative route (SFO-******, ****** *******) that could reach the original destination *********, ******* at 4 pm (instead of 8.30 am original arrival time) on July 3rd .  *** representative FORBIDDED us from taking that flight saying we would not be able to make it to embarkation port on time.  They would look into alternatives that could get us reach embarkation port on time.  In the end, NCL ADVISED US TO FILE A CLAIM AND GAVE NO OTHER ALTERNATIVES.

  We were not informed that we could cost the whole trip cost. Had we been made aware of this critical information, we could have taken the delayed flight and made our own arrangements to meet the ship at a down line port safjrur or ******** salvaging part of our long planned family vacation.

  The failure lies squarely with **** poor planning, booking international travel with connecting flight that arrive on the same day of cruise departure.  A single delay completely unraveled our travel plans through no fault of our own.

  We strongly believe that **** decision to deny a refund/credit under is unjust.  This is not a small amount and causing a lot of anxiety, sleepless nights, and mental health.  Given the circumstances, we respectfully request atleast a full NCL future cruise credit.
  
  Sincerely,
  
  ********** Moramganti
  
  Sincerely,
  
  ********** Moramganti

  Business Response

  Date: 07/17/2025

  Good day,
   
  This is in response to the consumer's recent letter and further to our previous correspondence.
   
  We are very sorry to learn that, despite our best efforts, we have been unable to reach a satisfactory resolution. In an effort to provide the highest level of service, we have conducted an additional, comprehensive review of the consumer's case.
   
  Upon a thorough review our post-cruise correspondence, respecting the grievances set forth, we have determined that the consumer's concerns have been properly addressed in accordance with our policies. We recommend guests purchase a comprehensive travel protection to cover unforeseen circumstances, such as the consumer encountered. 
  
  Please understand, while we make air arrangements as a convenient and economical way of reaching the ship, Norwegian Cruise Line has no control over airline operations, and we are not responsible for their cancellations, delays, or other irregular operations (IROPs).
   
  While we sincerely regret that we have been unable to reach an amicable resolution, and apologize for any continued discontent, we must respectfully advise that we are unable to honor the consumer's request for future cruise credits and our decision remains firm. 
   
  We thank you for allowing us this final opportunity to address the consumer's concerns and certainly hope that they will understand our position in this matter. It is our desire that, over time, they will consider Norwegian Cruise Line in their future travel plans.
   
  Kind regards,
   
  ***** W
  Guest Experience Coordinator
  Norwegian Cruise Line
  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23555973
  
  I am rejecting this response because:

  In fact, the WESTJET provided an alternative route (see attached, SFO-******,****** ******* ticket) that could reach the original destination *********, ******* at 4 pm (instead of 8.30 am original arrival time) on July 3rd .  NCL representative FORBIDDED us from taking that flight saying we would not be able to make it to embarkation port on time.  They would look into alternatives that could get us reach embarkation port on time.  In the end, NCL ADVISED US TO FILE A CLAIM AND GAVE NO OTHER ALTERNATIVES.

  We were not informed that we could cost the whole trip cost. Had we been made aware of this critical information, we could have taken the delayed flight and made our own arrangements to meet the ship at a down line port safjrur or ******** salvaging our long planned family vacation. 

  Since *** representative FORBIDDED us from taking that alternate/delayed flight and salvage our trip, *** ADVISED US TO FILE A CLAIM AND GAVE NO OTHER ALTERNATIVES, we are not at fault.

  **** decision to deny both a refund or a future cruise credit under these circumstances is unjust.  We kindly but firmly request that *** reconsider and provide either a full future cruise credit in recognition of the facts of this case.

  Also, we have escalated this issue with the Ms. ***** ****, NCL Executive Vice President for Guest Services.

  Warm regards,
  ********** Moramganti
  Reservation #********
  

  Business Response

  Date: 07/22/2025

   

  Good day,
   
  This is in response to the consumer's recent letter and further to our previous correspondence.
  
  We regret to learn of your displeasure with our response and that this situation remains a source of discontent for the consumer..
   
  Nonetheless, as their file was thoroughly reviewed, we feel that it would be an exercise in futility to once again speak to the issues that were already addressed in our previous communication. We trust you can appreciate that there are policies in place to resolve consumers' concerns and we are not in a position to deviate from said policies.
   
  While we regret that our efforts to resolve the consumers concerns have failed to alleviate their disappointment, we must politely advise that the companys position remains unchanged. As such, we must respectfully reiterate that we are unable to justify the consumers claim for compensation.
   
  We thank you for allowing us this final opportunity to address the consumer's concerns and certainly hope that they will understand our position in this matter. It is our desire that, over time, they will consider Norwegian Cruise Line in their future travel plans.
   
  Kind regards,
   
  ***** W
  Guest Experience Coordinator
  Norwegian Cruise Line
  
  

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23555973
  
  I am rejecting this response because:

  The complete package including Flights, Ground Transportation, and Cruise was booked by NCL agent.

  On the day of the travel, there was a significant delay of the first flight that would cause us to miss the connecting flight.
  
  Westjet Airline provided an alternate flight (see attached United flight SFO-******, ****** - *******).
  
  *** representative forbid us from taking that flight saying we would not be able to make it to embarkation port on time.  NCL will look into alternative routes that could get us to reach embarkation port on time.  
  
  In the end, NCL PROVIDED NO OTHER ALTERNATIVE ROUTES, *** ADVISED US TO FILE A CLAIM.
  
  We could have taken the alternate flight provided by the Westjet Airline and at the most miss 1 day of our 10 day cruise. *** is responsible for us to miss the ENTIRE 10 DAY cruise.
  
  NCL also cancelled our round trip flight tickets.  Per the new federal rules, even the air ticket charges are refundable if there is significant flight delay. 
  
  I verified with Westjet and the tickets were refunded.  Since *** booked our tickets, even the flight charges have been retained by ****
  
  This is a large amount that is causing a lot of anxiety, distress, and mental health issues.   We kindly request NCL to provide full future cruise credit in recognition of the facts of this case.
  
  Sincerely,
  
  ********** Moramganti

• Initial Complaint

  Date:07/02/2025

  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.

  The itinerary we booked with *** was vastly different than what we experienced. Our reservation was not linked with the 7 others in our group so we were on a separate tour and the *** booking agent admitted this was her error. Day one: Dropped off in ********* where the homeless hang out & encouraged to eat at the mall food court and return to the bus. Stopped at a grocery store and encouraged to buy groceries for dinner/breakfast due to limited dining we would have access to. Stopped by a ****************************. We werent eve hotel as our friends we expected to vacation ******** two: late AM bus tour of ******, mid afternoon we boarded the train and were in different rail cars from our friends. The *** agent said we should have had first class tickets like our friends with the dining experience that is standard for *** guest but only had walk up service with drinks and limited food options. Day three AM on River Boat Discovery and afternoon at a cultural center. Tour was over by mid afternoon and end of the tour Day Four We were on our own. Needed to be checked out of the hotel by 11am with a 10 pm flight We paid for a four day rail by Denali tour and what we received was 3 days that was very different than advertised.We provided our friends reservation number and all 9 of us should have been linked together on the same land tour. When our friends told their tour guide she replied that happens sometimes. Total disappointment we didnt get to spend time with our out of state friends. You can see most of the time was down time and nothing close to the attached itinerary we paid for.

  Business Response

  Date: 07/10/2025

  Good day,
  
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
  
  Please be advised that the consumer submitted an email to our Vice President of ************** office. Kindly refer to the attachment showing the letter that was sent in response on 2nd July 2025. Upon an additional review of their submission and our response, we have determined that their concerns have been addressed in line with our policies. In light of this, we must respectfully advise that we are unable to honor the consumer's request additional compensation. Nevertheless, we apologize for any discontent resulting from our response.

  We appreciate this additional opportunity to review and respond to the consumer's concerns.
  
  Kind regards,
  
  ***** *.
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23550882
  
  I am rejecting this response because:
  
  I paid for a four day land cruise ( copy of itinerary in original complaint).  Per Norwegian its within their policy to provide a different itinerary than the consumer agreeing to the switch? We were sure surprised to not receive what we paid for and I would consider this a bait and switch tactic.  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/22/2025

  Good day,
  
  This is in response to the consumer's recent letter and further to our previous correspondence. 
  
  Kindly note that under the terms and conditions of our Guest Ticket Contract, Norwegian Cruise Line may cancel, postpone, or delay any scheduled port of call with or without notice at its sole discretion. Rest assured that we always make every effort to adhere to our published schedule; however, such changes are required at times in the travel industry. As we are confident the consumer can appreciate, travel can be unpredictable, especially when planning so far in advance. While we regret to learn of the consumer's continued disappointment, there is little we can add without reiterating what was mentioned in our previous letters. 
  
  Respectfully, in light of the above, we are not extending any compensation, and we appreciate the consumer's understanding in this regard. Nevertheless, we apologize for any discontent resulting from our response.
  
  While we regret the disappointment caused due to the modification of their itinerary, we value the time the consumer took to contact us and appreciate this final opportunity to address their concerns. 
   
  Kind regards, 
  
  ***** *.
  Guest Experience Coordinator
  Norwegian Cruise Line

• Initial Complaint

  Date:07/02/2025

  Type:Sales and Advertising 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.

  My family went on a Norwegian cruise out of *** on 6/15/25. I'm a middle aged woman who has traveled widely and has never had an allergic reaction. I woke up after spending a couple hours in our room covered in terrible, painful, itchy hives. It took hours of trying to be allowed into the medical center onboard. If they allowed me in when I first presented with a reaction, I could have been treated with oral ********. The 5 hours they made me wait risked by life, made me suffer unnecessarily, and increased the level of service that I needed from the medical center. I was finally allowed to see the doctor at 4am who was surprised I was not anaphylactic from the severe allergic reaction. She immediately began IV ******** and steroids, which resolved the danger within a couple of hours. I was billed over $3000 for this. I felt I was held hostage on board and denied urgent medical care. Then charged a ton of money for something that could have been treated easily, and cheaply, had they allowed me in earlier. The ******* of our room said it is common for people to have bad reactions to the chemicals they use and they have to wash sheets separately with no detergent and not spray chemicals in the rooms. There were additional complaints, like loss of enjoyment of the trip, broken luggage, had to buy a wifi package etc. that I would also like Norwegian to be held responsible for. I have never had such a bad experience while traveling or had so little accountability by a company who has wronged a customer so badly.

  Business Response

  Date: 07/07/2025

   

  Good day,
   
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
   
  Please be advised that the consumer submitted a case to our post-cruise Guest Experience division. 
  
  Kindly refer to the attachments showing the letter we have sent to them via email.
  . 
  Upon an additional review of their submission and our response, we have determined that their concerns have been addressed in line with our policies
  
  Feedback from our valued guests is vital to the continued success of our organization, and we sincerely appreciate the consumer sharing their impressions. 
  
  While we regret any disappointment the consumer experienced. We recommend guests purchase travel protection to cover unforeseen circumstances, such as the consumer encountered.
  
  In light of this, we must respectfully advise no compensation is due. 
  
  We appreciate this additional opportunity to review and respond to the consumer's concerns.
   
  Kind regards,
   
  ***** *. 
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23548442
  
  I am rejecting this response because:

   

  Norwegian has acted with gross negligence since we first boarded their ship, which is why I needed to reach out to the BBB. If I acted negligently, or it was my fault at all, I would not be asking for a resolution.I would accept responsibility. And I expect *** to do the same. They made me very sick, denied medical care which jeopardized my life, then price gouged me.Saying they want to make more money off me by buying their insurance policy doesnt mean they have no responsibility for their actions. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/17/2025

  Good day,
  
  Thank you for contacting our offices once again with regard to our previous replies.
  
  It has been brought to our attention that our efforts have not satisfactorily resolved the consumer's concerns. As such, we have conducted an additional review of the consumer's case and our correspondence.While we regret to learn to learn that they remain dissatisfied with our responses, we must respectfully advise that our position on this matter remains unchanged. As such, it is with regret we must advise that we are unable to extend any further consideration for compensation in regard to the concerns they expressed.
  
  We appreciate having this final opportunity to address the consumer's concerns, and certainly hope that, over the course of time, they will consider Norwegian Cruise Line in their future travel plans.
  
  Kind regards,

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

  
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23548442
  
  I am rejecting this response because: this is the same lack of accountability that I've received since they made me very sick. We paid them over $10k for this family vacation for them to harm me, ruin the trip, and price ***** us. 
  
  Sincerely,
  
  ***** *****