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:02/09/2023

  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.

  Norwegian acct ********* and *********. In 2019 a cruise to **** was booked and paid for under reservation # ********. Prior to this cruise's departure date, travel to **** was banned by the ** Government. Norwegian Cruise Line offered 1. A refund of the **** cruise fare OR 2. A $250.00 future cruise credit, per account for a total of $500.00 along with a revised itinerary (Bahamas instead of ****). The offer from Norwegian specifically stated that the credit was valid through the end of 2020. We opted for the cruise credit and in July of 2020 booked a cruise for a December sailing and utilized the credit in accordance to the agreed upon settlement offer (reservation # ********) and paid for the remainder of the cost of this cruise accordingly. As this departure date was approaching, Norwegian alerted me that this cruise would be canceled due to Covid and a refund for the amount that I paid would be made and the Cruise credit would be available when they started cruising again and would put an addition 10 % off voucher on our accounts. 2021 and 2022 presented Covid concerns as well as other major health concerns that made booking a cruise problematic. On Feb 4 of 2022 the opportunity to book a cruise became available and I contacted Norwegian to book a cruise and was told that the credits were no longer valid. I was instructed to call back on Feb 6th to speak with a supervisor about this issue as nobody was available on the weekend to deal with it. I contacted Norwegian on Feb 6th and was informed that the credit expired on Dec 31 2022 and the representative commented that my arguement was futile and the credits could not be honored. I pointed out that the original offer that they made was to book a cruise before the end of 2020 to use the credits, which we did in accordance with their settlement offer but they canceled. The representative repeated that he could do nothing and there was nobody else to speak with. I then filed a complaint online on Feb 6 with 0 reply

  Business Response

  Date: 02/16/2023

  Thank you for choosing Norwegian Sun for your vacation at sea.
  
  We sincerely regret to learn that you were unable to use your Future Cruise Credits during the period it was valid. While we understand and appreciate your desire to sail with us, regrettably, we are unable to provide an extension of the expiration date. 
  
  Unfortunately, we are unable to make any exceptions to our policies in place. Hopefully you understand our stance and the need to be fair and equitable in applying these policies consistently to all guests.

  Please note guest were given a refund and as a goodwill gesture cruise credit for a future sailing. However, Norwegian provided an extension of the expiration for the credits until 12.31.2022. No record of the possible use of these credits were made in your account.  Therefore, due to the above stated we are unable to honor your request.

  Thank you for the opportunity to respond.

  
  

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19372125
  
  I am rejecting this response because:
  As mentioned in my original complaint I attempted to use the cruise credit in July of 2020 for a sailing in July of 2020. Norwegian canceled the December cruise and refunded the additional money that I paid that the cruise credit did not cover. Norwegian then did not start sailing until June of 2021 and the *** did not lift travel advisory until March of 2023. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/22/2023

  This is in response to the recent email.

  While we understand your client disappointment we started back cruising in August of 2021 on selected ships and throughout 2022. Regrettably, we are unable to honor their request.

  Thank you for the final opportunity to respond.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19372125
  
  Apparently,  Norwegian has no intention of honoring the offer that they made. Their response has consisted of a canned pre-written letter which indicates to me that they are unable and/or unwilling to resolve an agreement that they are violating. I appreciate your involvement in this matter but I received the same canned letter from their complaint department. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/09/2023

  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.

  As a gift, I received a gift card for Norwegian Cruise Lines. The gift card clearly states that funds do not expire.Within 12 months of receipt of the gift card, I booked a cruise and used the gift card for payment.My cruise was cancelled by the cruise line due to Covid-19 and the gift card balance refunded.I later booked a cruise with the intention of using the gift card on-board for spending.My first day of cruising, I filed the gift card with guest services as a method of payment.I was told that the value of the gift card had depreciated from $100 to $64 due to inactivity fees.When the final bill was settled, I discovered that the cruise line did not charge my gift card at all and I still have a balance of $64 that I'm unlikely to use before it depreciates further.I've asked multiple times for a refund, but the cruise line refuses to provide one.

  Business Response

  Date: 02/16/2023

  Thank you for contacting our offices once again regarding our previous replies.
   
  It has been brought to our attention that, despite our best efforts, we have not satisfactorily resolved your concerns. In an effort to provide the highest level of service to you, we have reviewed your case once again.
   
  After a review of your case at length, we have determined that your concerns have been addressed in accordance with our policies. While we are sorry to learn of your continued disappointment with our previous responses, our position in this matter remains firm.
   
  We appreciate this final opportunity to address your concerns and trust our explanation will help you to understand our position in this matter. It is our hope that over the course of time, you will consider Norwegian Cruise Line in your future travel plans.

• Initial Complaint

  Date:02/08/2023

  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 purchased a cruise for 14 family members, and did not get what we paid for. There were 7 rooms on the group reservation, and the total cost was over $10,000. We were promised an unlimited drink package for each person, a premium dining experience, $100 on board credit per room, and $50 excursion credit per room. Attached is the original reservation with the correct incentives. Once on board, we did not receive these incentives and customer service on the ship refused to help. And after returning home, I attempted to reach customer service to ask for at least a partial refund. They created a "trouble ticket", but I have not heard back and I have been unable to follow up. We did not receive the services we paid for, and are asking for a full refund.Norwegian Bliss. January *****, 2023 out of LA.Group A1463838 Res **************** ******** ******** ******** ******** ******** ********

  Business Response

  Date: 02/16/2023

  Thank you for writing in and choosing Norwegian Cruise Line for your vacation at sea.
  
  We recognize the time and effort in planning a cruise vacation, our goal remains the same to offer a fantastic cruise experience to all our guests from beginning to end. We are truly sorry to learn that we fell short of your expectations and apologize for the disappointments you experienced.
  
  Our primary objective is to provide our guests with a memorable cruise vacation from beginning to end. We wish to assure you that our *********************** makes every effort to ensure that the most accurate information is provided to each of our guests. As such, we sincerely apologize for the misinformation given to you by our Group Specialist. Rest assured that comments raised concerning the quality of service provided by our employees are taken very seriously and that yours will be used by our Training and Development Team for internal review.
  
  Following a review of your reservation numbers 50277178, 50290498, ********, ********, ********, ********, and ********, indicates that only 50277178 and ******** were booked with the Free At Sea promotion.
  
  Kindly see, attached, a copy of your cruise confirmation. The confirmation details the names of the guests traveling, the booking components per guest, payments applied, and refunds.
  
  Following an additional review of your reservation, we do see refunds issued on Oct 17th, in the amount of $1277.52 that was entered multiple times. The system automatically refunded your card due to overpayment. Please understand that it is not our intent to cause any further distress; however, no refund is due. 
  
  If you need further details, please feel free to respond back to this email.
  
  We appreciate this opportunity to address your concerns

• Initial Complaint

  Date:02/08/2023

  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 attempted to make a reservation for a Cruise on 12 January 2023 (Reservation Number ********) for a sail date of 6/12/2023. When asked to put down a deposit, the person booking the cruise stated I could put down a $150 non refundable deposit which is valuded at $300 when applied to a booking in liue of a fully refundable $200 deposit. I opted to use the first option and was charged $150 dollars to my American Express credit card. I informed the *** employee I also had Cruise First credit which I would like to apply to this booking. At this time, I was notified that the $150 non refundable credit (valued at $300) was a cruise first credit and, therefore, I could not apply the credit to my account. However, during the call I was never informed that the deposit I was charged for was a cruise first credit. I requested a refund and was told I would need to submit a refund request to *** Services. I submitted the request (Case Number ********) and was informed I would hear back within 30 days. On 2 Feburary I contact *** for more information. At this point, the *** employee (different from the original employee) stated there has been no update on the case number and she would elevate to her manager. This manager stated they would make a lateral transfer to orginial employee's (who made the reservation) manager and I would hear back within 72 hours. As of 8 Feburary 1832MT, I have still not heard from the originial employee or their manager. I attempted to call *** on 8 Feburary at 1801MT since they I did not hear back within 72 hours. At this point, I was told (once again) that they would escalate it to their manager but that they were currently in a meeting. When I mentioned I was happy to stay on the line till the meeting was over, I was told that was not an option. When I asked what the internal case file had, I was told that I did not have access for that information to be provided to me.

  Business Response

  Date: 02/16/2023

  Thank you for your inquiry.

  After review of your clients statement and the booking it appears they were aware that the deposit was non refundable. Therefore, we are unable to honor the refund request and would like to confirm the Cruise First deposit will be available for use by the expiration date provide at booking. If they have any further concerns please contact CruiseNext at **********************************.

  Thank you for the opportunity to respond.

• Initial Complaint

  Date:02/07/2023

  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 sailed on a cruise on the Norwegian Prima Dec *****, 2022. We were unable to disembark from 3 of the 4 Islands. My issue is the weather was perfectly fine in the 2 of the 4 islands we were supposed to embark. The weather was fine, and the waves were calm into the night on those two days. We sat in the water all day and no waves and should have been able to disembark. The second issue I have is that I paid $5,167.42 not just for the island day ventures but also the ship accommodations. This ship had pools, restaurants and entertainment which my friends, family and I were unable to enjoy. I boarded the ship at 9am which is when I was told to and the ship crew informed me that I would need to make reservations to attend shows and restaurants which I have never had to do on any other ship and was not mentioned when purchasing. When I arrived in the room to make these reservations, they were already sold out which again was not mentioned at the time I purchased this cruise. I promised my family we would all have fun together going to shows comedy and dancing clubs displayed in the brochure and mentioned by the customer service agents. None of those items were available to us at all. The only thing we could do was sit in our room or fight for a seat at a table somewhere on the ship to try to sit together. The small buffets that were open during the day were super crowded with people. When I returned, I called customer service to see what could be done. I was told I had to fill out a form to get a call back. When I did fill it out, 2 weeks went by before I heard anything from them. When I finally did hear back, they did not do anything about it. I requested a refund from Norwegian due to them not providing the adequate accommodations and commitment to the services I paid for which include 4 destinations. I filled out another form and did not get a response. In conclusion I paid for an experience I did not receive, and I would like any assistance you can provide.

  Business Response

  Date: 02/16/2023

  Please see response sent to your client:

  Thank you for contacting us regarding your recent voyage onboard Norwegian Prima. We recognize the time and effort in planning a cruise vacation and sincerely regret any inconvenience caused by the itinerary change.
  
  As you are aware, unforeseen circumstances required us to make modifications. Therefore, we were unable to continue with the original itinerary. We are truly sorry for any disappointment this may have caused.
  
  Please note that under the terms and conditions of our Guest Ticket Contract, Norwegian Cruise Line in its sole discretion may cancel, postpone or delay any port of call without prior notification. Rest assured that we always make every effort to adhere to the published schedule; however, this was a situation beyond our control, which necessitated the change.
  
  We appreciate you took the time to share your concerns and observations with us. In a service-orientated industry such as ours, feedback from our guests is vital to our continued success. You can be certain your comments have been forwarded to the management in the respective departments, so they are aware of your feedback, as necessary.
  
  Respectfully, and in light of the above, we are not extending any form of compensation or refunds and appreciate your understanding in this regard.
  
  Thank you for the time you took to contact us. While we regret the disappointment caused due to the modification of your cruise, we appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19347835
  
  I am rejecting this response because:
  I didnt receive what I paid for and the least Norwegian can do is either reimburse me for the missing countries I paid for and didnt visit, or they can give me a free cruise to those locations that I already paid for and did not receive. 
  Sincerely,
  
  Odwayne ******

  Business Response

  Date: 02/21/2023

  Thank you for contacting us regarding your recent voyage onboard Norwegian Prima. We recognize the time and effort in planning a cruise vacation and sincerely regret any inconvenience caused by the itinerary change.
  
  As you are aware, unforeseen circumstances required us to make modifications. Therefore, we were unable to continue with the original itinerary. We are truly sorry for any disappointment this may have caused.
  
  Please note that under the terms and conditions of our Guest Ticket Contract, Norwegian Cruise Line in its sole discretion may cancel, postpone or delay any port of call without prior notification. Rest assured that we always make every effort to adhere to the published schedule; however, this was a situation beyond our control, which necessitated the change.
  
  We appreciate you took the time to share your concerns and observations with us. In a service-orientated industry such as ours, feedback from our guests is vital to our continued success. You can be certain your comments have been forwarded to the management in the respective departments, so they are aware of your feedback, as necessary.
  
  Respectfully, and in light of the above, we are not extending any form of compensation or refunds and appreciate your understanding in this regard.
  
  Thank you for the final opportunity to respond.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19347835
  
  I am rejecting this response because: There were days that were clear and it was fine to go onto the islands but I did not get a chance to go. When weather is permitted, we should be allowed to go to our designated destinations. The weather was fine for 2 of the destinations we were supposed to see but instead, we were stranded on the boat with no real explanation and no alternatives for the day. The weather was clear and the water was calm and we were still stuck on the boat. Again, this is not what I paid for. Since I was not able to see the ports, why am I paying for it? The responsible and CONSIDERATE thing to do would be to refund the money. I will not accept anything less. Refunding the money will allow me to get what I paid for with another cruise line.
  
  Sincerely,
  
  Odwayne ******

• Initial Complaint

  Date:02/06/2023

  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.

  My second cruise with Norwegian from 2/1/2023 thru 2/6/2023 to ******* was nothing short of a total disaster. My wife and I paid $1,684.88 total. NCL claims to take pride in itself for putting their guests' interests first, but this is definitely not so. There was no advance notice regarding change in itinerary due to inclement weather until arrival at dock check-in. Not only was the trip changed from ******* to ******, Bahamas last minute, but really ridiculous and comical to find out we could only be off-board less than six hours in the middle of the night from 9:15 PM - 2:45 AM (actual time allowed upon arrival to Bahamas). The original ******* trip includes roughly 30 hours off-board. Once docked at the Bahamas, there was absolutely NOTHING to experience as NOTHING was open for business. Many guests, including myself, just walked the empty streets for about 15 minuted and returned to the ship because of disappointment. We could not even buy a souvenir. Honestly, my family and I feel robbed and tricked. Even one day off-board to enjoy the Bahamas during daylight hours would have sufficed. NCL further mocks us with a $200 credit per stateroom (which must be used onboard cruise) and 20% future cruise credit. This is not genuine and does not come close to any satisfactory compensation for a terrible experience. Because of this experience, I would never want to cruise with NCL ever again as the organization values money and profit over their guests' interests. Not being able to reach a live agent to discuss this matter is mockery as submitting a case form is the only method to reach guest relations. I believe at least a 50% cash refund of the total paid for the cruise and a sincere apology are what the guests deserves for moral compensation.

  Business Response

  Date: 02/15/2023

  Thank you for choosing Norwegian Cruise Line for your vacation at sea.
  
  We recognize the time and effort in planning a cruise vacation and sincerely regret any inconvenience caused by the itinerary change.  We are truly sorry for any disappointment this may have caused.
  
  Please note that under the terms and conditions of our Guest Ticket Contract, Norwegian Cruise Line in its sole discretion may cancel, postpone or delay any port of call without prior notification. Rest assured that we always make every effort to adhere to the published schedule; however, this was a situation beyond our control, which necessitated the change.
  
  We appreciate you took the time to share your concerns and observations with us. In a service-orientated industry such as ours, feedback from our guests is vital to our continued success. You can be certain your comments have been forwarded to the management in the respective departments, so they are aware of your feedback, as necessary.
  
  Respectfully, and in light of the above, we are not extending any form of compensation and appreciate your understanding in this regard.
  
  While we regret the disappointment caused due to the modification of your cruise, we appreciate the time you took to contact us and the opportunity to address your concerns.

• Initial Complaint

  Date:02/06/2023

  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 booked a cruise with Norwegian cruise lines I paid for a balcony suite due to the constant banging noise in the ceiling we could not sleep we reported the problem four times no one made any attempt to resolve the issue until the forth day and I was told by maintenance that their was nothing they could do and they would let the ********* know .We asked to be moved we were told that no balcony rooms were available and they would let us keep our room and give us an inside cabin to sleep in which we did. We also had a key problem with this because we now had only one key for each room my key was for our original room and my wifes key was for the other room this caused a number of issues and inconveniences I paid for a balcony room not for us to have to run back and forth every time we needed something from our room and have to sleep in an inside cabin for all this time we spent trying to get this matter resolved and the fact that we didnt get to sleep and enjoy our balcony room I feel that Norwegian owes us compensation for our ********************* and ***************************** Case number # ********

  Business Response

  Date: 02/15/2023

  Thank you for contacting us about your recent cruise onboard the Norwegian Gem.
  
  As a company we aim to continuously enhance the experience of our guests and therefore, it is disappointing to us to learn of the stateroom noise that you experienced during your voyage. We understand how such situations could have a negative impact on an enjoyable cruise vacation. Please be assured that we make every effort to maintain a high standard of excellence and to ensure that all of our valued guests' accommodations are kept comfortable for their enjoyment from beginning to end. We sincerely apologize for the discomfort caused.
  
  Our voyage report indicates once you contacted ***** Services a ********* was dispatched and stateroom **** was offered and accepted for sleeping purpose. 
  
  Thank you for giving us this opportunity to review your concerns. We hope that aside from the points raised, you found other aspects of your voyage enjoyable and trust you will reconsider Norwegian Cruise Line for your next vacation.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19342949
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  as I already have told you we received no assistance until the forth day we called on the first day and second day went to customer service on the third and fourth day before any one came to our room snd they said they couldnt do anything and would talk to the ********* but we never seen him and again I paid to sleep in a balcony room not an inside cabin and go through all the inconvenience of going back and forth for everything we needed 

  Business Response

  Date: 02/17/2023

  This is in response.

  While we understand your disappointment with our response, we are unable to extend any compensation in this regard.

  Thank you for the final opportunity to respond.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19342949
  
  I am rejecting this response because: you seem to have forgotten I paid to sleep in a balcony room not an inside cabin and youre staff is not being truthful in what they did for us and not till the forth day did they offer us another option which was the inside cabin as no other balcony rooms were available . The desk supervisor also stated corporate would have no problem crediting us the difference. We did not realize, we should have been recording everything that was said. We thought Norwegian stood for something. what did you expect us to do try to sleep in our original room with all the banging going on in the ceiling you do owe us some type of compensation I have no problem in pursuing this matter as far as I need to go 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/06/2023

  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.

  My family and I decided to book a cruise with Norwegian from 2/1/2023 thru 2/6/2023 to ******* only to be highly disappointed and frustrated. The three of us (including myself) were first-time cruisers, whereas the other two were repeat customers. We booked two separate staterooms, in which I paid $2057.32 total for one. NCL claims to take pride in itself for putting their guests' interests first, but this is definitely not so. There was no advance notice regarding change in itinerary due to inclement weather until arrival at dock check-in. Not only was the trip changed from ******* to ******, Bahamas last minute, but really ridiculous and comical to find out we could only be off-board less than six hours in the middle of the night from 9:15 PM - 2:45 AM (actual time allowed upon arrival to Bahamas). The original ******* trip includes roughly 30 hours off-board. Once docked at the Bahamas, there was absolutely NOTHING to experience as NOTHING was open for business. Many guests, including myself, just walked the empty streets for about 15 minuted and returned to the ship because of disappointment. We could not even buy a souvenir. Honestly, my family and I feel robbed and tricked. Even one day off-board to enjoy the Bahamas during daylight hours would have sufficed. NCL further mocks us with a $200 credit per stateroom (which must be used onboard cruise) and 20% future cruise credit. This is not genuine and does not come close to any satisfactory compensation for a terrible experience. Because of this experience, I would never want to cruise with NCL ever again as the organization values money and profit over their guests' interests. Not being able to reach a live agent to discuss this matter is mockery as submitting a case form is the only method to reach guest relations. I believe at least a 50% cash refund of the total paid for the cruise and a sincere apology are what the guests deserves for moral compensation.

  Business Response

  Date: 02/15/2023

  Thank you for contacting us regarding your recent voyage onboard the Norwegian Getaway.
   
  We recognize the time and effort in planning a cruise vacation and sincerely regret any inconvenience caused by the itinerary change.
   
  Please note that under the terms and conditions of our Guest Ticket Contract, Norwegian Cruise Line in its sole discretion may cancel, postpone or delay any port of call without prior notification. While every effort is made to adhere to the published schedule, there are sometimes instances that necessitate change. Please be assured that, although we reserve the right to alter the itinerary at our discretion, any changes are carefully considered.
   
  Respectfully, we are not extending any additional form of compensation and appreciate your understanding in this regard.
   
  Thank you for offering us the opportunity to address your concerns. We do value your patronage and hope that you will consider a Norwegian Cruise Line sailing in the near future.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19340526
  
  I am rejecting this response because:

  This is not satisfactory. Part of the reason for this expensive trip is to be able to explore ******* with the time originally allotted. Not only were we forced to go to the Bahamas, which is a much more affordable trip, we did not get any kind of off-ship experience due to the comical midnight hours when the city was sleeping. Norwegian did not give their patrons the opportunity to get any sort of cash refund for the itinerary change. We had to board the ship or it would be considered us a no-show and they still get to keep the money. I believe my family were one of the fortunate ones who were able to drive to ******** for port departure, whereas you have other people catching flights from other areas. I cannot begin to imagine how upset they must have been, just like me, when we found out at check-in that our destination has changed, and the trip was basically on ship. We have to travel farther to the Bahamas, get to be off-ship during midnight hours (basically non-existent), and then back to ********. 
  

  From this experience, Norwegian is not considerate of its patrons, new or returning customers. Profit is their only objective.

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

  Business Response

  Date: 02/17/2023

  This is in response.

  We appreciate your feedback regarding your experience and impressions with the itinerary change.  However, our position remains firm and we are not extending compensation in this regard.

  Thank you for another opportunity to respond.

• Initial Complaint

  Date:02/03/2023

  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 booked a cabin on with NCL with (reservation ********). I had booked a room in an MC category Club Balcony Suite, that had specific amenities that we wanted in particular the large shower with nice shower heads and stuff. We were unable to choose the room because they overbooked that group and gave us a guaranteed room to get the category we paid for or better. Today we received our room assignment and it was an M4 category a *********** Balcony Suite, a room that has less amenities in particular the bathroom we paid for, but NCL charges more for these less desirable rooms because they have a bed that folds out of the roof, and charge less for 3-4 passengers so they can make up their money. I called and everyone was super nice trying to help get us into the category room we paid for and help us but were all running into road blocks. They transferred me to the supervisor *******, and thats where it got worse. ******* was extremely condescending and rude when I was asking questions, refusing to answer my concerns, and even at one point telling me if I dont like the room I should have never booked a guaranteed room. The point of the room guarantee is to get what you paid for or better, not less amenities. NCL couldnt tell me how it was a better room, or address my concerns over reviews of the room they put me in show it had a bathtub and makes the height of the shower smaller (at 62 Im already cramped in the cruise shower thats why I paid extra for the room we requested). I kept repeatedly asking how is an M4 better than the MC class when it had less amenities. Its an identical room size to the room next door that is what I paid for, but they are charging hundreds more for some unknown reason (other than to make more money off of a family). ******* would not address anything I asked and cut me off mid sentence and hung up saying something condescending like I hope I answered your questions have a nice day.

  Business Response

  Date: 02/08/2023

  Thank you for your inquiry.

  We were sorry to hear of the disappointment your client experienced with their assigned stateroom. A review of their reservation indicates they were
  booked under our "guarantee program". This is a discounted program and is simply a random assignment of staterooms the week of sailing. Therefore, we do not guarantee a specific location, bedding type, view, etc. We apologize for any misunderstanding regarding the parameters associated with this promotion.

  Therefore, no compensation will be extended.

  Thank you.

• Initial Complaint

  Date:02/03/2023

  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.

  Sept ***** 2022 Getaway from ** to Bahamas . Sept 17 I was sexually harassed by guy named **** . He and another guest who was kicked out in end been targeting women all ages and young boys by pool bar and bliss lounge from day one. I put complaint directly with NCL case ******** in October 2022 . NCL NEVER Responded. An agent on phone said they may not do Anything? Why is been almost 5 months and Cero response from Ncl?I explained in detail how my whole vacation was ruined by these predators roaming around the ship targeting our group always following us to Bliss. Security failed to provide a safe environment. They didnt even took my statement or the other guest that was grabbed in the **** by guy named **** on Sept 17.I already emailed ****** Advocacy and hoped for some advice how to proceed. Fact is NCL has ignored my case and wont even contact me or give a resolution. I couldnt enjoy myself with this man **** grabbing on my friends buttons and other private parts. He was making sexual gestures while I danced and even after I reported him to security he was always behind me in bar and bliss . I didnt feel safe or was able to enjoy my trip . All because security lied and assured me they were going to take care of it. They didnt even filed a report until September 21 around 12:30am. The next morning they took statement from ******* a guest who was molested by this ****************. It was poorly handled and security let us down. A Security sup.came to my room ***** took ******* statement and profusely apologized to us.She said they wasnt supposed to proceed that way by not doing a report immediately and not following up in the matter. I was always stressed and worried . I couldnt even sleep with all the nightmares this caused me . The worst time a complete disaster.I want full refund ***** a terrible vacation due to Ncl security didnt provide safe,secure environment.I want lifetime Vibes pass for 2 for bad experience.Ncl need to respond or I will contact media

  Business Response

  Date: 02/14/2023

  Thank you for your inquiry.

  Your client was responded to on email: *************** on 11.15.2022 at 9:12 AM:

  Ms. Luz De *********************
  1320 ********** APT 1
  Bronx, ** 10456
  **
   
  Re: Norwegian Getaway Voyage of 9/12/2022
  
  Dear Ms. ************************:
  
  Thank you for taking the time to write to us about your recent cruise onboard Norwegian Getaway.
  
  We would like to mention that the safety and security of our guests and crew is our priority. Although Freestyle Cruising offers you plenty of freedom and flexibility, it is important that all of our guests have a common understanding of the expected behavioral standards while onboard our ships.  
  
  We were very sorry to learn of the incident mentioned in your email and wish to express our most sincere apologies for any discomfort or inconvenience experienced.  An incident of this kind is certainly uncommon and not the norm on a Norwegian Cruise Line vessel. Unfortunately, some guests may not be as considerate of their fellow passengers as we would hope.
  
  We understand you were unhappy dissatisfied with the handling of the matter by our security staff, and realize how such a situation could have a negative impact on an otherwise positive cruise experience.  We regret that you felt that our staff was anything less than courteous when assisting in this matter.  Situations such as this are difficult for everyone involved, however we expect members of our staff to remain respectful and professional at all times.  Please be assured that the incident is being reviewed with the staff onboard to ensure proper handling in the future. 
  
  Upon review of your request and all documentation,  we must respectfully deny your request for a refund or compensation. Nevertheless, we are sorry for any discontent caused by our response.
  
  We appreciate this opportunity to address your concerns.
  
  Sincerely,
  
  ****************
  Guest Experience Coordinator
  Norwegian Cruise Line
  
  Case: 07090570

   

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19330777
  
  I am rejecting this response because:
  They know theyre Wrong! Im getting in touch with the media and my legal firm.
  Sincerely,
  
  ************************************