Business Profile

Cruises

Norwegian Cruise Line

Headquarters

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Important information

Customer Complaint:
Per Norwegian Cruise Line's Guest Ticket Contract # 10(b), an arbitration process has been established through the National Arbitration and Mediation. All proceedings will be held in Miami-Dade, Florida. More information on NAM's process, please call 800-358-2550.

Complaints

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

Customer Complaints Summary

1,277 total complaints in the last 3 years.
343 complaints closed in the last 12 months.

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Submit a Complaint

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:06/16/2025
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 booked a 11-day cruise with Norwegian from 4/20 - 5/1/25. I wasnt pleased with the cruise due to numerous issues I had starting with y food being thrown out by Housekeeping, ************** lying to me about upgrades, we were leaving ports earlier than what was provided without explanation, and the list goes on. While on the cruise, I decided to reach out to my Personal Cruise Consultant initials AB. When I explained to her what was going on AB didnt contact me until 5/8, several days after the cruise. During the cruise, the boat kept shifting nonstop, I ended up sticking my fingernail in my eye and ended up getting sick. When AB contacted me on 5/8, I explained to her what had happened and that I had to go to *********** and my eye doctor since my eye had gotten worse. AB offered no resolution and instead stated she would hope I would give them another try by SPENDING MY OWN MONEY! On 5/13, I contacted *** corporate. By this time, my eye had gotten infected which was costing me a ton of money and unbearable pain. On 5/15, one of ********* Service Coordinators, initials, AM, contacted me and only offered me $249.85 after I provided proof of the injuries I sustained while on their cruise ship. AM stated it would take 1 - 2 billing cycles in order for me to receive my refund. Why would it take a company 1 to 2 months to refund money. During this time, I had a 3rd eye appointment due to my eye still not improving. It has been a month and I still havent received my refund. On 6/14, I contacted AM on the status of my refund. I received an email today, 6/16, from AM, stating there was an error that prevented the refund and they had to redo it and to allow 7 - 14 business days for my refund. Norwegian Cruise Line is a SHADY company and are liars. I am now filing a dispute with my bank Discover $567.45. I am out now close to $700 and more at this point and this company hasnt showed not one ounce of remorse after all of the money I have spent on this horrible cruise!
Business Response
Date: 06/18/2025

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.

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: 06/18/2025

Complaint: 23477030

I am rejecting this response because: I haven't received my refund. Nothing was resolved. I have waited over a month for nothing and I am now out more money. The charge has already been disputed with my bank.

Sincerely,

******** *****
Business Response
Date: 06/23/2025
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.

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 processed a refund on 6/17/25 and no further compensation will be given 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: 06/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I have already gotten with my bank and I will have them take it out from here, since it makes no since in going back and forth with NCL as I will never sail with them again.

Sincerely,

******** *****
Initial Complaint
Date:06/13/2025
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.
Date of Travel: 5/3/2025-5-14-2025 Ship: NCL Sky -Pre-cruise issues with proper naming for airlines even after corrections paid for requiring multiple hours of calls to address -Four ports cancelled; three with specific safari excursions; no alternatives offered to all guests who had pre-booked these excursions.-Added cost and expenses of contacting, booking, and coordinating third party options to cover a portion of these excursions -No support from onboard excursion team or executive/customer support to assist customers with sudden port change and key excursions on once in a lifetime trip -Nominal credit ($100) and discount given (10%) on future cruise Request: One-half of base cruise fare charges credited for either a future cruise or refunded
Business Response
Date: 06/17/2025
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 ************************** Upon an additional review of their submission and our responses, we have determined that their concerns have been properly 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 cruise. Kindly refer to the attachments showing our initial response to the consumer, their reply to us, and our second letter to them.

While we apologize for any continued disappointment, we appreciate this additional opportunity to review and respond to the consumer's concerns.

Kind regards,

***** *.
Guest Experience Coordinator
Norwegian Cruise Line
Initial Complaint
Date:06/13/2025
Type:Billing 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.
May 26 2025 we do not use the shuttle service after *** personal gave to sign the documents and tell prices $800 for 8 people.We refuse to use the service( this not order in advance anything...)Happensright at airport..NCL not void the documents put on my bill charges my wife credit card
Business Response
Date: 06/19/2025
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.

After an additional review of their submission and our responses, we have honored the consumer's request and we are currently processing a refund for $796 to the consumers **** ending in 4325. This amount represents a refund of the ground transfer charge applied to the consumers onboard account. Please allow 1 - 2 billing cycles for this to reflect on their credit card statement.

We appreciate this additional opportunity to review and respond to the consumer's concerns.

Kind regards,

***** W
Guest Experience Coordinator
Norwegian Cruise Line
Initial Complaint
Date:06/12/2025
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.
I recently took a cruise to ****** about the Norwegian Bliss. As directed, I gave my luggage to the *** ******, and it was delivered to my stateroom. Upon delivery, I noticed my pocketknife had been removed. The next morning, I approached guest services to see when I could retrieve my knife after the cruise. They told me I would need to take the ticket left in my bag to guest services on the morning of disembarkation. I explained that no ticket was left, and the woman I spoke with reassured me that it would be present on the last day. I lacked confidence in this so I spoke to another team member two days later. The man explained that it would be held by **************, not the cruise. He called ************** to verify, but he never contacted me with further information as agreed. I spoke to him again the next day, and he assured me that my item would be waiting at the port. I disembarked the ship and found **************. They told me they are not allowed to open bags so the cruise line would have my item. I was then directed to ship security. They could not locate my missing item and told me to file a complaint with Norwegian. I have done this twice and followed all other suggested protocol the cruise has sent me. However, their final resolution has been to tell me that it is out of their hands as I did not report my item as lost during my cruise and no one created a record at guest services. This is incredibly frustrating as I followed all the steps both on board and at disembarkation. I am certain that someone removed my knife and promptly kept it, as no one has been able to find it and the ships own internal protocol was not followed by crew members.
Business Response
Date: 06/13/2025
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 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
Initial Complaint
Date:06/09/2025
Type:Service or Repair 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 sailed on NCL's Escape ( 7 nts out of *****, June 1-8), and had several issues that detracted from the experience. First, on a positive note, the largely Filipino staff was very pleasant and jovial. The entertainment was good, my stateroom was always kept clean, and the bed was comfortable. On the other hand, the staff's comprehension of English was suboptimal. On Day 2 or 3, I asked the waiter *** at dinner for a list of wine by the glass. I told him I was interested in seeing what Chardonnays they have. He then brought me not a wine list but the house Chardonnay (which I didn't like). Not a big deal but a possible loss in translation. On another night, I ordered my steak medium rare plus (between medium rare and medium). I asked the waiter if he was familiar with that and he affirmed. When he repeated the order back to me, he stated "you want your steak medium rare, correct?". No, I did not. Also, the overall food quality was suboptimal--not horrible, but suboptimal. Dinner on Day 7 was bad---the Hoki was overcooked and dry. The fettucine was undercooked The staff did what they could to make things right, but the "redo" still came out undercooked. ************ was a bit of a joke. Several time, the breakfast English muffins came sans butter or jelly. The hamburger and fries came without ketchup and mustard. The spaghetti was an exception however--it was very very tasty. Other issues were that the shower did not drain properly so Engineering had to be called to fix it. Lastly, I booked a jet ski excursion from the Shore Excursion Desk (Bahamas) and although the jet ski staff was amazing, the jet skis were slow even at max throttle, and the tour was supposed to be for 90 mins but was only 55 mins. I felt ripped off. All that said, the destinations were fun and the staff tried hard, despite their limitations, to please. The experience overall was disappointing, however, possibly in part due to short staffing & poor communication skills.
Business Response
Date: 06/13/2025
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. 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 any further 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: 06/17/2025
The response from Norwegian was much more generous than expected and is gladly accepted. thanks !
Customer Answer
Date: 06/17/2025

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. In fact, Norwegian was more generous than expected!!

Sincerely,

***** *****
Initial Complaint
Date:06/08/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a upcoming sailing on August 30 to Sept 8 9 days from ** to ******* with my 16 yr teenager on The Escape.Have not been too quick to jump on cruising with *** for a while bcs the treatment from security staff hasnt been up to part. My last 2 previous sails from ** were very disappointing. Lack of sleep for too much noise in hallways and doors slamming also had to deal with a pervert/stalker in both trips and not much of anything was done to make us feel safe. I switched to window room 5142 hoping there be no noise as I been in balcony since cruising NcL 2012 to present. We only do *** yet I dont feel valued as loyal customer I had a promotion given by GR sup.Mrs Hope who no longer in *** it was 250$ onboard credit for me and 200$ for my ****** was due to incident where a staff member from utilities in Breakaway had followed me from stairs to hallway sexually harassing me offering to spend night and asking wheres was my room. I was terrified literally had to run from him.I couldnt file a lawsuit at the time I had no idea security was to do a report conduct an investigation interview me and check cameras. I did inform front desk and when we got back home but NOTHING was done.I spoke to GR sup who kindly offered credits for traumatic experience .The credits should been there for my upcoming trip and it wasnt added.Fact is at beginning of my cruises they imposed tips for many yrs and trough BBB received some credits as tips are optional . I hope to get some rest and feel at ease on trip .was looking fwd to credits and will like them added to my booking ******** for all past inconveniences as good will gesture. I am already in state of alert being the security staff did a poor job and is been quite few times I need it support and they failed to provide any. Fact that it was no report from security when the harrasing happened is gross negligence altogether. I am asking *** to reinstate my onboard credits for myself and my kid for bad experience.***
Business Response
Date: 06/20/2025
Good day,
Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
In order to properly review the consumer's concerns, we kindly request their assistance with providing additional information, as we have been unable to locate the past sailing in question. At their earliest convenience, we kindly ask that the consumer respond directly through this portal with the reservation number for the sailing they had aboard Breakaway. If they are unable to locate the reservation number, an approximation of the date the sailing took place should be sufficient to assist us in locating it.

We look forward to the consumer's response and assisting in resolving their concerns.
Kind regards,

***** *.
Guest Experience Coordinator
Norwegian Cruise Line
Customer Answer
Date: 06/20/2025
The incident in ********* could have been either in 2015 or 2016 there were many trips I took on The Breakaway during that time due to it was the only ship sailing from ******** I cant pinpoint ecxactly when I sailed because is been a while and I took too many trips. The most recent events on the Gateway where I was harassed also by a guest this time and Security did nothing or the Company even do I filed a report was last year in February and the sailing prior these were my two previous sailings from ********. Guest relations has access to my account and can clearly see the promotion there from ****** Hope supervisor from GR is 250 $ on board credit for *** De ***** ***** and 200$ ***** De ***** ***** they can see my travel history in the BreakAway and Gateaway. I need the credits restored to my account to use in my sailings.I have not contacted my legal shield firm yet or TFTC .I wish to resolve this matter promptly with *** for a satisfactory outcome. Thank you in advance.
Att *** De ***** *****
Customer Answer
Date: 06/20/2025
I want to add in original complaint theres a full explanation how when the utility staff member sexually harassed me the front desk didnt informed me to file a report with security and they was supposed to check cameras and interview me . This tactics only point to staff protecting one another and *** from a potential lawsuit. When I spoke to Ms **** she put in the credits and they was supposed to remain not to be removed. Im extremely frustrated with the lack of accountability for gross negligence and lack of support. I barely slept in my last 2 sailings was told ship was full so I was forced to have little rest. They denied a pass to vibes where I could have been relaxed and well rested on port days is basically empty. Even after poor treatment I managed to write 770 hero cards and last sailing I did over 800 hero cards. I want my credits for 250$ and 200 $ restored and to remain in my account for traumatic experiences and lack of support and ************* reservation on The Escape is on original complaint.Thank you for your attention to this serious matter.
*** De ***** *****
Customer Answer
Date: 06/23/2025

Complaint: 23441292

The incident in ********* could have been either in 2015 or 2016 there were many trips I took on The Breakaway during that time due to it was the only ship sailing from ******** I cant pinpoint ecxactly when I sailed because is been a while and I took too many trips. The most recent events on the Gateway where I was harassed also by a guest this time and Security did nothing or the Company even do I filed a report was last year in February and the sailing prior these were my two previous sailings from ********. Guest relations has access to my account and can clearly see the promotion there from ****** **** supervisor from GR is 250 $ on board credit for *** De ***** ***** and 200$ ***** De ***** ***** they can see my travel history in the BreakAway and Gateaway. I need the credits restored to my account to use in my sailings.I have not contacted my legal shield firm yet or TFTC .I wish to resolve this matter promptly with *** for a satisfactory outcome. Thank you in advance.

I want to add in original complaint theres a full explanation how when the utility staff member sexually harassed me the front desk didnt informed me to file a report with security and they was supposed to check cameras and interview me . This tactics only point to staff protecting one another and *** from a potential lawsuit. When I spoke to Ms **** she put in the credits and they was supposed to remain not to be removed. Im extremely frustrated with the lack of accountability for gross negligence and lack of support. I barely slept in my last 2 sailings was told ship was full so I was forced to have little rest. They denied a pass to vibes where I could have been relaxed and well rested on port days is basically empty. Even after poor treatment I managed to write 770 hero cards and last sailing I did over 800 hero cards. I want my credits for 250$ and 200 $ restored and to remain in my account for traumatic experiences and lack of support and ************* reservation on The Escape is on original complaint.Thank you for your attention to this serious matter.

*** De ***** *****

Business Response
Date: 06/26/2025
Good day,

This is in response to the consumer's recent letter and further to our previous correspondence. We would like to thank the consumer for the additional information they've provided.

Upon review of the consumer's reservation history, we are showing that they've received the referenced $450.00 non-refundable onboard credit from Guest Relations for five of their recently passed sailings with Norwegian Cruise Line. Kindly refer to the list below showing the reservation numbers in reverse chronological order for every sailing the consumer has taken with us, along with the amount of Guest Relations onboard credit they received.

Reservation # - Guest Relations Onboard Credit
55533033 - $450
52032273 - $450
50826435 - $450
50067689 - $250
48547708 - $250
47283571 - $450
47187700 - $450
41780680 - $450
40191160 - $400
36270746 - $400
33287600 - $100
32363453 - $100
31272265 - $100
29878497 - $100
24857750 - $100
24077627 - None
20600107 - None
20407316 - None

In light of the above, we must politely advise the consumer that we are unable to honor their request to extend the onboard credit for use on their upcoming sailing. Onboard credit provided by Guest Relations is meant as a gesture of goodwill for use on one future sailing, not multiple sailings. Nevertheless, we apologize for any misunderstanding in this regard and disappointment resulting from our response.

For reference, we've attached a copy of the consumer's folios (onboard account statements) from the five referenced sailings showing that they've received and used the $450.00 Guest Relations onboard credit provided.

We appreciate this opportunity to address the consumer's concerns and look forward to welcoming them aboard Escape in August.

Kind regards,

***** *.
Guest Experience Coordinator
Norwegian Cruise Line
Customer Answer
Date: 06/26/2025

Complaint: 23441292

I am rejecting this response because: credits should have been restored the lack of response and appropriate action from security and other staff required future compensation from bad experience and poor service . Harassment in past from their own staff and then same guest in two separate sailings is traumatic enough. I will contact my legal firm and other agencies. Nothing was done to rectify my two bad experiences in last two sailings thats why I stopped using their services. Not even got enough sleep and rest for noise disturbances and they decide to not do the right ******** legal firm will take over this matter due to Ncl refusal to make amends for poor treatment and traumatic experience suffered onboard last two sailings back to back. Thank you in advance,

Sincerely,

*** *****
Initial Complaint
Date:06/04/2025
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.
On May ****** I sent a letter of complaint to Norwegion cruise lines asking for a refund rather than a credit for a future ************************* of this date I have not received a response.
Business Response
Date: 06/17/2025
Good day,
Thank you for contacting Norwegian Cruise Line on behalf of the consumer. Kindly be advised that the consumer opened a case with our post-cruise ************************** to which an initial response was sent on 5th May 2025. We've attached a copy of the response below.
Please 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. Additionally, as Norwegian Cruise Line does not individually assess port charges to our guests on any of our itineraries, regrettably, there is no refund forthcoming in respect to cancelled ports of call.

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 appreciate this additional opportunity to address the consumer's concerns.

Kind regards,

***** *.
Guest Experience Coordinator
Norwegian Cruise Line
Customer Answer
Date: 06/18/2025

Complaint: 23417912

I am rejecting this response because:
I do not believe that anyone actually read the complaint that I sent.
I am asking for a cash refund of $1800 Instead of a credit for a future cruise, the $1800 was for a price drop before my cruise ever started.
The reason I want a cash refund is my wife is in poor health and we will probably not be able to take any more cruises

Sincerely,

*** *********
Business Response
Date: 06/24/2025
Good day,
This is in response to the consumer's recent letter and further to our previous correspondence.
Please be advised that cruise credits issued as a result of a price drop within the final payment period are provided under the conditions that they hold no monetary value, cannot be used toward the sailing for which they were issued, are non-transferable, and must be used on sailings longer than six days in ********* these coupons are issued by our pre-cruise Resolution Desk, regrettably, we do not have any purview over the terms.

While we regret to learn of the consumer's continued discontent with our responses, we must respectfully reiterate that we are unable to honor their request for compensation. Nevertheless, we apologize for any disappointment resulting from our response.

We appreciate this final opportunity to address the consumer's concerns.
Kind regards,
***** *.
Guest Experience Coordinator
Norwegian Cruise Line
Initial Complaint
Date:06/02/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a Norwegian cruise in August 2023 as part of a family group, which included a total of **************************************** the Free at Sea promotion, which included discounted shore excursion, dining package, internet package, and unlimited open bar for the two of us.When attempting to secure a drink from the bar, I was informed that I did not have the drink package included. I went to guest services to clarify the situation and was told that, in fact, I had not selected the Free at Sea promotion.I was shocked by this response, as I had clearly selected and paid for the Free at Sea package as part of my booking. I returned to my room and gathered all relevant documentation, which showed that I had requested and paid for the promotion. I was advised that the promotion was not showing in their records. I was further informed that when I upgraded my room to a family suite, the Free at Sea package was not carried over in the system, despite the fact that I had not been informed of or authorized any change to that part of booking.The upgrade was done via a call to the Norwegian 800 number, where I agreed to the price difference for the family suite. I did not request, nor was I informed of, any modification to the Free at Sea package.I was assigned case number #****** at guest services and advised that nothing could be done during the cruise and that I would need to contact Guest Experience after my return. This experience was extremely frustrating, as the issue was clearly a result of an error on Norwegians part, yet we were forced to suffer the inconvenience and embarrassment. We were part of a large group of 14 people, all of whom were able to enjoy the benefits of the Free at Sea promotion, while my partner and I were excluded from activities and had to pay out-of-pocket for the experiences we had planned.We spent over $7,000 for the suite and the promised amenities, we were offered $100 each for the inconvenience which I find insulting.
Customer Answer
Date: 06/03/2025
Good morning,
I do not understand why this is being denied, as I do not see it fitting into the list that was provided. Can you please provide more clarity? In summary, I was not provided what I paid for an can provide a copy of the original paperwork if needed.
Thanks,
ED
Customer Answer
Date: 06/04/2025
This happened in 2025, I started paying for the trip in 2023. I paid off the trip in November 2024 and the trip set sail in 2025. Since the sailing was not until 2025 when the issue occurred when the contract was implemented, why would this not count.
Business Response
Date: 06/06/2025
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 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: 06/06/2025

Complaint: 23406447

I am rejecting this response because:

I feel that $200 total is a slap in the face given that their representative caused this issue. This caused an embarrassment and inconvenience for the entire eight day cruise. I paid $120 just for the dinner we attended, and paid out of pocket for other items, which would have been free; if not for their mistake. With all the items we would have been entitled to these expenses would not have occurred. I feel that $750 cruise credit would be a fair settlement.
Sincerely,

****** ******
Business Response
Date: 06/10/2025

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: 06/10/2025

Complaint: 23406447

I am rejecting this response because:
I believe this decision to be arbitrary and capricious, particularly in light of the circumstances, which were clearly the result of negligence on the part of the cruise line. Despite this, it is wethe affected passengerswho are being unfairly penalized.

This situation does not sit right with me, and I find the dismissive tone of the correspondence received thus far to be unacceptable. I respectfully request that this matter be escalated to a higher authority within their organization for thorough review and reconsideration.

We are seeking a resolution that acknowledges the facts and treats our concerns with the seriousness and fairness they deserve. I look forward to a prompt and thoughtful response.

Sincerely,

****** ******
Initial Complaint
Date:06/01/2025
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.
Our Refund has not been received. Have sent several emails and have been ignored with no response.Letter from *** stated we would be getting our refund within 14 business days.... Cruise was on April 13, 2025.... It is June 1 and still no refund on our card. Need this solved ASAP
Business Response
Date: 06/05/2025
Good day,
Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
Kindly be advised that one of our Guest Experience Coordinators has been in touch with the consumer regarding the $63.07 refund they're inquiring on. Please refer to the attached copy of our email correspondence with the guest.

Upon review of our records, we are showing that the refund was processed yesterday. 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 have also attached a copy of their reservation confirmation showing that the refund was successfully processed.

We appreciate this additional opportunity to review and respond to the consumer's concerns and look forward to welcoming them aboard a future Norwegian Cruise Line sailing.

Kind regards,

***** *.
Guest Experience Coordinator
Norwegian Cruise Line
Initial Complaint
Date:05/31/2025
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.
I had paid for a cruise in full on 04/21/2025 in the amount of $1741.92. This cruise package was to include everything that we would need. The sail dates were 05/26/2025-05/30/2025. On the ship, we noticed that we were being charged for items that we had not purchased. Upon leaving the ship, my husband and I were charged an additional $2031.36. No explanation. **************** representatives refused to help and stated that I needed to leave a survey and someone from the company may or may not get back to me. These charges are fraudulent. No one can explain them or tell me who I need to speak to for a refund and response.
Business Response
Date: 06/11/2025
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.

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

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