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

  1811 Princeton Lakes Dr Brandon, FL 33511-2231

• 

  Norwegian Cruise Line

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

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:04/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/23 we arrived at the airport to go on a Norwegian cruise. Our flight from ** to ****** was canceled and the only thing United air lines could do was have us make a 5 hour drive to ****** to our connecting flight. The flight did not get us there on time and we missed the boat. When we arrived at the dock the security made fun of us and would not give any info as to what to do. The boat was still docked for another 10 min and we watched as it departed. When we called Norwegian the only thing they could say is buy another flight to meet the boat at the next port. We do not have passports so this is not an option. The only way to catch up to the boat is pay more money and meet them in at ******. This only leaves two days left of the cruise. when you miss a cruise and call customer service all they say is we are not responsible and the air lines wont help either. They have no contingency plan in place. The security team at the dock refused to help and laughed at us while we tried to get answers.

  Business Response

  Date: 04/25/2023

  Thank you for writing in and for choosing Norwegian Cruise Line for your vacation at sea. 
  
  It is most unfortunate that your vacation did not begin on a positive note because of flight cancelations, which caused you too miss your cruise. 
  
  Please understand we make air arrangements as a convenient and economical way of reaching the ship. We have no control over airline operations, and we are not responsible for their cancellations, delays, service, etc. Flight arrangements were made with more than an adequate amount of time allowed to easily board the ship. During the booking process, we strongly recommend passengers obtain trip insurance to cover the unforeseen. 
  
  If you purchased travel insurance with AON, *** you can call **************. We recommend you file a claim directly with your insurance carrier. In addition, you may wish to pursue this further, directly with the airline, as Norwegian Cruise Line's responsibility does not extend beyond the vessel.
  
  We appreciate this opportunity to address your concerns.
  
  

• Initial Complaint

  Date:04/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After booking the April 1-8, 2023 ******** Island cruise, we were sent an invitation to bid on a room upgrade. The invitation even gave us a guide line on what might be acceptable. We initially booked an interior cabin. We placed bids on an Oceanview cabin and a balcony cabin. We were awarded the Oceanview cabin at our bid of $200. When we got to the Oceanview cabin, the bed was in front of the window and you couldn't get to it to see out. We went to guess relations on 3 occasions to have them to move the bed, so we could see out the window. We never met or was introduced to our *******, if we met him, he never introduced himself. Finally we moved the bed, because no one from NCL ever showed up to move the bed. When we moved the bed and opened the curtains, the window was obscured and you couldn't see clearly out of it at all. It wasn't worth the upgrade fee and they didn't disclose any window problems. When we mentioned this to guess relations, they said that they knew the windows were like that and there was nothing that they could do. They suggested that I contact the *********** when we got off the ship. I have and even explained to them how bad their service and this ship was, that all they offered was a future onboard credit. This will be most likely the one and only time we cruise with substandard company. They couldn't keep more than 1 restaurant open all day for over **** people on board, and only 1 buffet line when it was open.

  Business Response

  Date: 04/25/2023

  
  Mr. ************;******
  112 **********
  ***********, ** 28677-2058
  **
   
  Re: Pride of America Voyage of 4/1/2023
  
  Dear ****************:
  
  Thank you for choosing Norwegian Cruise Line for your vacation at sea.
  
  After delivering cruises for many years, our goal remains the same: to offer unique cruise experience to our guests. We are truly sorry to learn that we fell short of your expectations in some areas, and apologize for any disappointment you experienced.
  
  Your comments regarding your stateroom were read with particular concern. We understand how such a situation could have a negative impact on an otherwise enjoyable cruise vacation. Our goal is to rectify any stateroom problems immediately, so our guests can relax and enjoy their vacation. We are truly sorry that despite the best efforts of our staff and crew, the situation could not be resolved to your satisfaction.
  
  Feedback from our valued guests is vital to the continued success of our organization. Please be assured the constructive criticism you have offered has been forwarded to the various departments involved, so they *** be aware of your impressions. It is by receiving feedback such as yours that we are able to highlight areas that *** need closer attention.
  
  As a gesture of goodwill, we have arranged for onboard cruise credits, valid towards the onborad cruise only on one future voyage.
  
  To use your onboard cruise credits, please contact your travel professional or our reservations department at ************** and refer to your identification numbers at the time of booking. The numbers and amounts are as follows: 
  
  ********************************** - ID: *********- $200.00 Per person.
  **************************************;  - ID: *********- $200.00 Per person. 
  
  Please note, onboard credits are valid for sailings within 24 months from the date of this letter, are non-transferable, and have no cash value. They *** be used as payment for charges incurred onboard, such as, bar and lounge purchases, and gift shop purchases, etc. They cannot be used for service charges, casino charges, customs taxes, or purchases off the vessel.
  
  We appreciate this opportunity to review your comments and we look forward to welcoming you back onboard a future Norwegian Cruise Line voyage.  
  
  
  Sincerely,
  
  ****************
  Guest Experience Coordinator
  Norwegian Cruise Line
  

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 19972887
  
  I am rejecting this response because:
  

  I brought it to the attention of guest services while on board the 1st day. They said that they "KNEW" about the window issue. This was our 1st cruise with Norwegian and most likely will be the last. The future credit is useless for us and then they put a 2 year time frame on it. 

  Let's get real, just refund our money.

  I think Motel 6 could do a better job. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/17/2023

  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 **************** concerns. As requested, your clients file was reviewed once again.
  
  After a thorough review of your clients file, it was determined that **************** concerns were appropriately addressed. While we are sorry to learn of your continued disappointment with our previous responses, our position in this matter remains firm. Regrettably, we are unable to extend any monetary compensation. The onboard credits $200 per person will remain on your clients' latitude account until they expire on 4/18/2025.
  
  We appreciate having this final opportunity to address your clients concerns. We certainly hope that over the course of time your clients will understand the companys position in this matter and that they may give us another opportunity to meet their expectations. 

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 19972887
  
  I am rejecting this response because:

  How can they say they were appropriately addressed even when guest relations on board made the comment that they knew the windows were distorted.?

  Why would you charge a 1st time customer on your ship or even a repeat customer the extra for something that they could not use, in this case, could not see out the window.?

  I paid for a service that i did not nor could not benefit from. For the upgrade you promised a window view, most of that time it is meant that you can see out the window. If this is not the case, you should put that in the upgrade information. 

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

• Initial Complaint

  Date:04/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were on the *** in June 2022 on the Sun. While cruising the glacier, our cruise ship was the one that hit the iceberg that was all over the new and can be found on ******* (Norwegian Sun hits iceberg). Due to that experience, we were told that we would be getting our money back and a free cruise. With that being said, my brother will NEVER cruise again due to the experience of the this first and last cruise of his. While working with my travel agent and a lawyer, there were different stories regarding how to transfer the future cruise credits to my son, his nephew. The response from the travel agent was that my brother was to write a letter stating that he gave *** permission to transfer over the credits. Once he did that, they would not accept it stating that all transfers were complete. I had reached out to a lawyer to help with this situation and the response that the lawyer got was "it was like they were giving me the middle finger". The lawyer did reach out a second time and once again got the same response. At this point, we would like our money in case for we are done traveling with ***. The credits are worth approximately $3000.

  Business Response

  Date: 04/25/2023

  Thank you for your inquiry.

  We do not have a record of you sailing with us. If you use another please provide the correct legal name for further review and the name of the guest you are referencing.

  Thank you.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19969342
  
  I am rejecting this response because: my Guest Number: ********* and my brothers guest number is 255816920.

   

  This is the reservation number that is in question: 44381264

   

  This is the account that has the future cruise credits that we have asked to have transferred and have followed NCL's process of having the letter written by my brother.  

   

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

  Business Response

  Date: 04/27/2023

  This is in response to your recent email.

  Our records show the Latitude account number provided under a ********, not ******.  As previously mentioned, the ShipInc cruise credits are not applicable for transfer per our transfer policy.  These credits were issued to the guest as a goodwill gesture and were meant for their use only.

  No further consideration will be given.

  Thank you for the opportunity to respond.

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19969342
  
  I am rejecting this response because: we have documentation that there could be a transfer of funds.  The letter below is from *** that is clearly stating that the future credits can be transferred (Ms. ***************************** is my travel agent).  

  
  
  
  Ms. ***********;********
  Uniquely Yours Travel Services
  8522 ***********
  *******, ** 60619
   
  Re: Norwegian Sun Voyage of 6/21/2022
  
  Dear ********************:
   This request has not yet been processed. 
  
  In addition to the information that you provided; we must also receive a written transfer request from the *** owner. The request must originate from the email address of the owner, authorizing us to transfer the ***s into the new account.?As there is no e-mail on file for the owner of the coupon, We can also accept a handwritten request, signed by the owner, which can be scanned and attached.? 
  
  Thank you for this opportunity to respond.
  Sincerely,
  
  ****************
  Guest Experience Coordinator
  Norwegian Cruise Line
  
  Case: 07099135

   

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

• Initial Complaint

  Date:04/19/2023

  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.

  My friends and I booked a cruise for UberSoca sailing with Norwegian Cruise. Before boarding, 3 out of 4 of my friends purchased ************ packages. My complaint is due to the wifi internet not working for the 5 days of travel. I purchased the unlimited wifi package while my other 2 friends purchased the premium wifi package. To recap, we purchased 3 separate packages with a total of almost $500. Once on the board, the wifi did not work at all. We couldnt even communicate with each other on the ship. I went to the IT help desk, the customer service rep told us the internet was down, they were trying to fix it and to just keep logging in & out. The internet did not work for the whole of my trip. I paid additional money for the few hours we were let off the boat, turn on service to contact sick family members at home. All 3 of us asked to speak to guest services to explain our situation. We went at different times and was provided a different case number to contact once we got home. As we are coming off, a service member gives $75 to one of my friends stating it was a refund for her. No one spoke to me or contacted me so I followed the directions provided at guest services. I emailed Norwegian detailing what happened asking for assistance. They replied they handed Jesseica $75 and thats all they could do. I never had a company do this before, pay someone else and say thats it. We paid with different credit cards, had different invoices and again had separate packages. No one told ******** this refund was for ********* the company provided no instructions what so ever. But even if so, for $500 worth of payment, $75 would not have been sufficient. For just ******** it $300 worth. I paid for an ineffective service, Norwegian is aware their internet did not work and still refuses to provide any compensation, not even partial. Again, we are 3 separate people with separate packages. How does refunding one person impact the other especially with no communication?

  Business Response

  Date: 04/25/2023

  Please see response sent to your client on 4.20.23:

  Ms. Deaciann ******
  **********************************************************
  **
   
  Re: Norwegian Epic Voyage of 4/9/2023
  
  Dear ****************:
  
  This is to further our previous correspondence and in response to your recent letter.
  
  We made a slight error, we sincerely apologize for any confusion or discontent this error has caused.
  
  We have been authorized to refund 2 days of missed internet usage. A refund in the amount of  $51.00 will be refunded to a Master Card ending in ****, which is the original form of payment. It may take up to 1-2 billing cycles for it to appear in your account.
  
  We appreciate this additional opportunity to address your concerns.
   
  Sincerely,
  
  ******************
  Guest Experience Coordinator
  Norwegian Cruise Line
  
  Case: 08677461

  Customer Answer

  Date: 04/25/2023

   
  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:04/19/2023

  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.

  Reservation # ******** Norwegian Encore- sailing December 23,2022- January 3, 2023 We booked and paid in full for a cruise with Norwegian cruise lines for Christmas. We purchased the flight and the "worry free," insurance directly with NCL. Synopsis:-We were advised by NCL to have our airline booked through them as they would get us to the ship no matter what and in the event we did miss the ship due to unforeseeable circumstances they would get us to the next port to meet the ship.-We received a storm warning for the date our flight that was booked with NCL. We contacted the carrier NCL had booked us with and they had lots of seats available and told us we had to get a " release" from NCL and they would then be happy to book us on the flight. We then contacted NCL and they told me that NO changes could be made, plus if ANY changes were made it would affect my entire cruise booking. Therefore, I made no changes and left it in the hands of Norwegian. NCL won't release you and won't let you help yourself to make appropriate arrangements, you are left helpless.. The NCL agent re-assured me that they would get us to the ship or the next Island to meet up with the cruise.- We received notification from the airline that our flight was cancelled. We contacted NCL and they told me they couldn't find us another flight ,even going to different cities. I had to call them several times the last NCL rep told me to go to the airport and tell the carrier we are NCL passengers and see if we could go by standby. We did this and the carrier re-booked us on a flight, we checked our bags, went through security, waited for hours and our flight never arrived ( reason unknown)We missed the ship and NCL never got us to an island to meet the ship. The worry free insurance denied the claim due to inclement weather, although it says covered if booked through NCL.We have not received any communication back from our letters to NCL, insurance, etc. We are out thousands of dollars.

  Business Response

  Date: 04/25/2023

  This is the letter below that was sent to your client on 3.2.23 and 3.31.23 to email on file  *********************:

  Mrs. Janis *****
  11042841 ***********
  ******, ** K2B 6C5
  CA
   
  Re: Norwegian Encore Voyage of 12/23/2022
  
  Dear ***************:
  
  Thank you for choosing Norwegian Cruise Line for your vacation at sea.
   
  We are very sorry to learn of the difficulties you encountered with your flight arrangements and regret any inconvenience that you *** have experienced due to this matter. We truly sympathize with the disappointment that was caused as we are aware of the time and effort that went into planning your highly anticipated cruise vacation.
   
  We wish to assure you that every effort is made to ensure the details of our guests' flight arrangements are finalized and arrangements are made with more than an adequate amount of time allowed to easily board the ship. Please understand that 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 cancellations, delays, service, etc.
   
  We do ask that our air/sea guests work with the airline in order to secure seating in the event there is a flight delay or cancellation. We are aware of the great lengths you went through to make alternate arrangements with the airlines. 
   
  It is most unfortunate to learn about your dissatisfaction with **** *** travel protection which is offered by Norwegian Cruise Line. While we have input, we do not have direct control over their procedures or policies. However, your observations have been forwarded to Aon ***. for their internal review. Nevertheless, please accept our sincere apologies for the inconvenience. 
  
  Our travel protection plan, like most insurance policies, contains standard guidelines and clauses, which apply to various circumstances. As noted in our Description of Coverage, in the event the guest chose to cancel for a non-insured reason at any time up until departure and they have purchased BookSafe Travel Protection, the guest will receive from Norwegian Cruise Line a cruise credit equal to 75% of the cancellation fee, for their use towards a future cruise. Aon ***. decision in assessing claims is final and we truly cannot offer any assistance in this regard. 
  
  After a careful review of your file, our record indicates that Aon issued future cruise credits. The amounts are as follows:
   
  *************************-229475681-C2429.48
  ************************-229475687-C1604.39
   
  Please note that these credits are valid until June 15, ****. To use your cruise credits, please get in touch with your travel professional or our reservations department at ***************, and refer to your Latitudes Rewards numbers at the time of booking.
  
  While we acknowledge that you are requesting a refund, regrettably, we will not be able to honor this request.
  
  We appreciate that you have taken the time to bring your concerns to our attention. Feedback from our valued guests is vital to the continued success of our organization. Please be assured the constructive criticism you have offered has been forwarded to the various departments involved, so they *** be aware of your impressions. It is by receiving feedback such as yours that we are able to highlight areas that *** need closer attention. 
  
  We appreciate the opportunity to respond and look forward to welcoming you aboard a future Norwegian Cruise Line voyage.
  
  Sincerely,
  
  ************
  Guest Experience Coordinator
  Norwegian Cruise Line
  
  Case: 08168780

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19957772
  
  I am rejecting this response because:

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am very appreciative that I have finally received a response back from ***

  
  My reasoning:

  
  We paid $7,446.81 for the cruise
  The airline booked through *** reimbursed us $1,585.12
  Leaving a balance of $5,861,69 out of pocket
  A credit has been offered to us in lieu of our money refunded in the amount of $4,033.87 ( we accept this credit in lieu of a money refund )
  Leaving us out of pocket of $1,827.92. however a fair proposal:

  
  - The amount of the insurance should be taken of the balance owing, *** should not be responsible for this fee , which was $483.19 ( even though the "worry free" insurance is misleading, and we have been doing nothing but worrying for the last few months)
  leaving a balance of $1,344.73. I cannot understand why *** would not also credit this amount, we never used the beverage packages, there would be no taxes applicable, or our pre-paid gratuities that we paid upfront, service tax, etc. *** was aware that we were not able to make the cruise prior to ship sailing date.    
  Ideally a full credit for a future  cruise would be fair, a credit equally the amount of $5,378.50 

  
  My reasoning:
  -Why would *** be keeping this money as the services were never rendered.
  - We didn't get our money back
  - We sat alone for the Christmas holidays
  -We were provided promises that were not kept

  -We relied on the information provided to us from the *** representative

  -This has been going on since December 23, 2022
  -No one at *** has reached out or from the insurance, if it wasn't for the BBB we would have no communication.
  
  I honestly believe the real fair amount to put everyone at whole would be a credit of $5,378.50.  

  
  I look forward to your response.
  Sincerely,
  
  *********************
  
  

  Business Response

  Date: 04/27/2023

  This is in response to your client rejection.

  The amount of $1585.12 was issued by Norwegian Cruise Line on 12.29.2022 for the government taxes and prepaid amounts. Not the airline. In addition the insurance purchased states guest cancel for any reason and receive 75 % of the cancellation fees minus the insurance premium.  Please understand that 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 cancellations, delays, service, etc.

  Thank you for the final opportunity to respond to your concerns.

  Customer Answer

  Date: 05/03/2023

   
  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.

  Although, I don't find this fair

   It is clear that NCL is NOT going to stand behind this horrible holiday experience. A true stand up company would stand behind their integrity and reimburse the money owing instead of keeping it. We are going to go back and forth and NCL is going to blame the airline, and the insurance carrier. At the end of the day this was all organized by NCL and no one is out of money except me. 
  
  *********************

• Initial Complaint

  Date:04/19/2023

  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 PURCHASED MY TICKET FOR NORWEGIAN ON JANUARY 6 2023 IN THE AMOUNT OF $2,157.84. I HAD BED BUGS TICKS AND FLEAS IN MY ROOM LEECHING ON MY BLOOD. MY *********** WERE BRUISED FROM BED BUG WELTS AND BITES ON MY BODY AND FACE. THAT IS UNACCEPTABLE & NO ONE SHOULD HAVE EXPERIENCED WHAT I DID. TO MAKE MATTERS WORSE THE ***** HANDLED MY SITUATION IN A TERRIBLE MANNER. I SUFFERED SO MUCH ON TRIP & NEVER EXPECTED TO EXPERIENCE THAT ON MY FIRST CRUISE. NO ONE SHOULD HAVE WENT THROUGH THAT AT ALL ! ESPECIALLY NOT IN VACATION. THAT IS CRAZY. I NOT SHOULD HAVE TO GO TO THE DOCTORS TO CHECK TO SEE IF EGGS WERE LAID ON MY SCALP AND IN MY HAIR BY THESE CREATURES. I AM DISGUSTED TO SAY THE LEAST. I HAVE BRUISES AND BITES ALL OVER MY BODY AND CAN NOT STOP ITCHING. THIS IS VERY TRAUMATIZING AND I WILL NEVER BE THE SAME. SOMETHING MUST BE DONE AND SOMETHING WILL BE DONE. I HAD TO THROW OUT ALL OF MY CLOTHES AND SUIT****S AND GET MY HOUSE EXTERMINATED! AN EXPENSE I DID NOT PLAN ON HAVING TO COME OUT OF POCKET. I WAS SO EXCITED TO COME ON THIS CRUISE AND THIS IS WHAT I EXPERIENCED AS MY FIRST TIME AND THAT IS NOT OKAY. I AM NOT OKAY ! I HAVE OCD NOW AND CAN'T STOP ITCHING AND ITS ONLY BEEN A WEEK SINCE IVE BEEN BACK IS RIDICULOUS. I HAVE TO GO TO SPECIALIST FOR MY SKIN AND MENTAL HEALTH. I HAVE TO SPEND EXTRA MONEY TO SEE DOCTORS, AND BUY, PRODUCTS, AND I SHOULD BE REIMBURSED FOR MY ENTIRE TRIP AND REPLACING MY ITEMS THAT I HAD TO DISCARD OF AND EVERYTHING THAT I HAD TO COME OUT OF POCKET FOR. I NEED THIS TO BE TAKEN SERIOUSLY. CLEARLY THIS IS AN ONGOING ISSUE WHERE NO ONE IS TAKING THE PROPER PRECAUTIONS AND PREVENTATIVE MEASURES TO ASSURE THAT THIS ISSUE DOESN'T HAPPEN TO ANYONE ELSE IN THE FUTURE AND IF IT DOES OCCUR THE ***** IS SYMPATHETIC AND KNOWS HOW TO PROPERLY HANDLE THE **** THE NEXT TIME AROUND.

  Business Response

  Date: 04/24/2023

  Please see letter sent to guest... As stated final response provided by Supervisor and no further compensation or consideration will be given.

   

  Mrs. ***********;Coq
  *******************************
  Apartment ***********************************
  **
   
  Re: Norwegian Epic Voyage of 4/2/2023
  
  Dear Mrs. ***:
  
  Thank you for choosing the Norwegian Epic for your vacation at sea.
   
  We are disappointed to learn of the issues experienced in your stateroom during your recent cruise.
  
  We regret to learn of the issues experienced in your stateroom during your recent sailing.
  
  We assure you that the health and well-being of our valued guests are of utmost importance to Norwegian Cruise Line. A review of the reports for this sailing acknowledges your contact with our Housekeeping and Guest Service staff, and we are pleased to know of the direction taken by our team as soon as the issue was reported to ensure your comfort.  Please accept our sincere apologies for any inconvenience this may have caused.
  
  Our records indicate that as goodwill gesture the following was provided onboard:, USD $200.00 onboard credit, you were upgraded from a studio to a Balcony stateroom, and free Spa Thermal Suite Access was provided. Additionally, per our established guidelines, medical assistance was offered and accepted.
  While we understand the basis of your request, respectfully, we are unable to provide any additional compensation. 
  
  We hope that aside from this situation, you found other aspects of your cruise enjoyable and trust this situation will not deter you from accepting our invitation to sail again with us. It would be our pleasure to welcome you back onboard any one of our vessels soon.
   
  Sincerely,
  
  ***********************;
  Supervisor Guest Experience 
   
  Norwegian Cruise Line
  
  Case: 08671037

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19955178
  
  I am rejecting this response because:
  there is absolutely no reason why I have to suffer physically and mentally from this horrible experience due to the negligence of Norwegian cruise line. They all are absolutely disgusting and inhumane. All parties involved should be ashamed to represent themselves for such a poor and inconsiderate company. 

  
  Sincerely,
  
  Nedeva Coq

  Business Response

  Date: 04/26/2023

  No further consideration will be given.

  Thank you for the final opportunity to responsd.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 1st we were supposed to embark on a 5 day cruise to *******. This cruise was leaving out of *************. When we arrived at the port, we were handed a letter informing us that there was an Itinerary change. The letter stated we were not going to be stopping off in ******* due to some issues with the weather. The letter which I have a copy of, stated that we were going to the Bahamas from 9:45 pm 03:45 am. I was dumbfounded. I called NCL that very same day from the cruise port and spoke to a representative and told them I did not pay for a cruise to nowhere especially a cruise for a few hours of the night to the Bahamas. The representative told ME that the letter was wrong. She said no that must be a typo. She went on to say that we would be disembarking and doing an overnight. She even when as far as to say all the great things we can do while we were there sightseeing. I took her at her word. We proceed to board and go to our assign room. Around 2:00 pm right before the muster drill, the captain made an overhead announcement. He said he wanted to clarify we were going to the Bahamas for MAINTENANCE. He said we will not be disembarking. We would be getting there close to 11:00 pm as per the announcement. I panicked, I cannot be at sea with no chance of land, I am claustrophobic. I grabbed my suitcase and proceeded to leave the ship. If we were told in advance that we were going nowhere, I would have gone to my doctor and picked up anxiety medication.WE spoke to NCL and to guest services. They denied our refund or credit because they said we EMBARKED. We would not have embarked if the rep had not so blatantly misled us. We then put in a claim with the insurance company who took over a month to tell us the same thing. They said we got on the ship; therefore, we took the cruise! Not only did we pay for the cruise, we pre-paid for gratuities, port fees, taxes, excursion, drink package and insurance. We got a refund for the excursion only the lowest of all the charges. Any assistance you can provide will be greatly appreciated Insurance claim number 23NCL02676 ************* claim number ******** Cruise reservation number ******** Ship Norwegian Getaway My latitude member number with NCL *********

  Business Response

  Date: 04/18/2023

  Thank you for your recent inquiry and for choosing Norwegian Cruise Line for your vacation at sea.
  
  Our records indicate you disembarked the ship on 02/01/2023.
  
  We regret to learn of that you were unable to complete your intended voyage aboard the Norwegian Getaway. Please be assured that we have completed a comprehensive evaluation on your case. Unfortunately, as outlined on our ticket contract, we are unable to offer compensation or credit for an early debarkation.
  
  A review of our records indicates you purchased travel protection through ********* To file a claim, we kindly request that you contact them directly and refer to your reservation number. Their contact information is as follows:
  
  Aon, LTD. 
  Claim forms: www.travelclaim.com
  Tel: **************
  
  Thank you for this opportunity to respond.  We trust our explanation will help you to understand our position in this matter and hope you will consider Norwegian Cruise Line in your future travel.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19944513
  
  I am rejecting this response because:

  
  Complaint: 19944513
  
  I am rejecting this response because:
  
   We we arrived at the port, we were then handed a paper with the new interlay .  The itinerary snowed arrival at the Bahamas at 9:45 pm and back to ** by 3:00 am.  I have that paper.  It w as handed right then and there. I then proceeded t sit down and call ***  immediately.  
  As I keep stating  we only boarded for approx 2/12 hours because the *** REP said we would be going to the Bahamas and disembarking.  She went on to say  that we would be spending the day  there.  She said it was an overnight.   She went as far to say all the wonderful things to do and see.  I keep stating that if the REP had been accurate in her response we never would have boarded.  For some reason the tech that  I spoke to on Feb 1st is being ignored. 

  I called right from the cruise port on Feb 1 around 10ish in the am.  Please check the call log and you will find that I did call spoke to an *** rep who blantly lied to me.  THIS is the only reason I proceeded to board.  .Once the captain came on in the overhead he said would only be going to the BAhamas for approx 5 hours in the evening for maintenance. Once it was repeated twice overhead . I grabbed my luggage and proceed to get of the ship. 

  I cannot do so many consecutive nights with no sign of land.  If we had been given the proper notice, then I would have gotten medical help with anxiety medication to endure a trip with no sign of land for a few days.  
  I am really disappointed.  WE are being penalized for an employee giving us wrong information.  This employee should be held accountable.  I would like a full refund or a cruise credit.  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/25/2023

  This is in response to the recent email.

  We are sorry for your continued disappointment, however, we are not extending compensation in this regard.

  Thank you for another opportunity to respond.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19944513
  
  I am rejecting this response because:

   

  thank you for your assistance with this matter.  What more can I do against a giant corporation that refuses to refund me **** dollars.  This is a mere pittance for them.  I am so dumbfounded how they are not taking responsibility for the actions of their staff.  I am a senior citizen on a fixed income so this really breaks my heart.  I have nothing further to say.

   

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

• Initial Complaint

  Date:04/17/2023

  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.

  I tried to change my cruise with Cruise insurance. I was charged initially $1000 and then told one week later that I still owed another $1400 for changing the cruise itineraries.I think their practices are very deceptive.

  Business Response

  Date: 04/18/2023

  **********,
  
  We apologize for the experience you had.Unfortunately, there is little we can add without reiterating what was already communicated to you. You elected to change your cruise after the final payment,fees applied are in line with our cancelation fee schedule which can be found on our website here: ***************************************************

• Initial Complaint

  Date:04/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/26/2023 2 payments for different rooms: $2826.26 and $3,191.99 On Friday 2/24/2023, NCL rep ************************* was on the phone with us around 6PM EST, 3PM PST (our time). We were on phone to book our rooms. We picked 1 specific room (room ****) & 1 auto-pick room. We were told we had until Sunday to call and finalize room. We got an email confirmation, ******* from NCL is trying to say that email is proof of why the room was not saved. We called on Sunday as directed from *****, spoke to *****, paid for our rooms, that we thought we booked. Reviewed our confirmation that night to find out that we did not get our specific room. The room that was booked was everything we asked to avoid. The rep didn't even realize she didn't book our specific room, per email attached. She told us for 2 months she was trying to fix the situation to no avail. When we called to the ********************* and spoke to *******, 4/16/23, she stated there was NOTHING that NCL could do. That it was our fault that the booking was no longer eligible for specific room picks on the day we booked. She referenced the email on 2/24/2023 that was sent at 6:13pm EST, 30 minutes after the deadline on that document showing payment is due. And that was her proof that it was our responsibility to pay for a room to reserve it 30 mins prior to even having the reservation booked. How does one pay 30 mins prior to receiving the ************** employee told us that she was sending it to us and we had until the 26th to finalize the booking. The only options we were given along the way was to pay more to upgrade. Had we been advised of the room change, or the fact that no room could be selected we would not have opted to pick this cruise as there are many to pick from that could have accommodated our room requests. They lied to us, told us they were reserving, then took our money, changed our room on us, told us it was our fault and told us we had to pay more to fix it.

  Business Response

  Date: 04/18/2023

  **********,
  
  We apologize for the experience you had. Unfortunately, there is little we can add without reiterating what was already communicated to you. Your reservation was booked on 2.24.2023 and you were in SR **** as requested. Your reservation was canceled on **** in the late afternoon due to nonpayment, for reservations inside final payment, reservations are set to auto cancel if payment is not made usually after a few hours in order to free up inventory. When your reservation was reinstated on ****, **** was no longer available. Our records indicate that 2 confirmations were sent to the email address on file and a payment reminder was sent as well. Unfortunately, we are unable to offer compensation for this. We thank you for this opportunity to address your concerns and hope you have a lovely cruise.
  
  

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I went on a cruise on Norwegian Sky in 2018. They had a promotion where if we paid $250 in advance of a future cruise, they would match the $250. We had booked a previous cruise that was scheduled during the pandemic and cancelled. We have a cruise on the Norwegian Gem for Feb ****. I called our Travel Agent to tell him we have to cancel the cruise because my health has declined. I told him I just had heart surgery. I am not able to walk very well. I have had falls. If I went on the cruise, I would probably have about 1 fall a day. The Travel Agent said Norwegian would not refund the $250. They would put it in an account for us. What good would that do us? I would love for my health to improve so I could travel abroad but I do not believe that is likely. I consider since the chances that I will be able to go on a cruise again is unlikely that them keeping the $250 is robbery.

  Business Response

  Date: 04/17/2023

  Thank you for your inquiry.

  Your client purchased a CruiseNext reward and accepted the terms and conditions at the time of purchase. The coupons are good for 4 years from the date of purchase. Please note these coupons have expired, however, we have extended the use for additional time due to the circumstances.  Therefore, your client coupons are not eligible for a monetary refund.  They may contact CruiseNext at ********************************** to verify her options.

  Thank you for the opportunity to respond.

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19935565
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 04/21/2023

  I sent an email to the email address provided by NCL.  I sent the email immediately when I received the BBB message (4/18/23).  I received no response.  It is wrong to keep our money when nothing was provided to us for the money.  It is not my fault that I am not well enough to go on a cruise.

  Business Response

  Date: 04/25/2023

  This is in response to your recent email.

  Your client purchased the credit in 2018 and agreed to the Terms and Condition at that time and the credit expired in 2022, which was 4 years later. However, as a goodwill gesture we extended the credit to allow our guest flexibilty to use the credit due to the pandemic. Please note the credit at time of purchase was fully refundable up to 30 days after purchase. While we understand your disappointment with our responses, we are unable to honor your request for a monetary refund. You may contact CruiseNext at ********************************** to verify your current options available.

  Thank you for the opportunity to respond.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19935565
  
  I am rejecting this response because:  That was our money not Norwegian.  In my opinion they are thieves.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/27/2023

  This is in response.

  Our position remains firm.

  Thank you again for this final opportunity to respond.