Norwegian Cruise Line Customer Service Issues

During our recent trip to Great Stirrup Bay, my friend and I had some photos taken which we wanted to purchase. Unfortunately, we were unable to do so on the ship's last day despite several attempts. The staff at the photo place were unhelpful when we tried to buy the photo using our room key or debit card. We only wanted one specific photo and are wondering if there is a way for us to still make the purchase. This experience marred an otherwise enjoyable cruise on the Breakaway, our second one. Thank you for looking into this issue. - Donella W.

I spent hours browsing your website looking for an email address to inquire about a specific cruise. Over the past two years (due to COVID), it seems your company is inaccessible to customers. It's frustrating to try to engage with employees who might have left soon after speaking with them (high turnover in your industry) and provide vague information over the phone or through untraceable messages without an identity. To make matters worse, I encountered an employee who gave a false email address, preventing me from contacting them! I am disappointed with the lack of transparency in your business practices. Please provide a valid email address so I can discuss booking a cruise with your company. I hope to receive a prompt response. Sincerely, Patrick O.

I spent hours searching your website for an email address to inquire about a specific cruise. However, it seems that your company isn't prioritizing customer interactions following the challenges of the past two years with COVID. The high turnover in your industry makes it frustrating for customers to establish meaningful communication with transient employees who may no longer be with the company shortly after. Encountering an employee providing a false email address added to the frustration, leaving me unable to contact you via email. I hope to receive a valid email address soon to discuss booking a cruise. The current lack of communication has disappointed me and raises concerns about your company's way of doing business. Regards, P.O. [redacted]

Reservation # [redacted]2 for a cruise on November 18th from Cape Canaveral. I have been involved in the booking process since July 28th with an agent named Mindy D. from Vacationstogo, who has since left. Now, I am dealing with Caleb M. who is struggling with misinformation from NCL. I feel stuck in the middle of this issue as the process remains incomplete and I'm being asked to handle tasks typically done by an agent, which I find challenging. My goal was to have a stress-free 10-day vacation. I have dedicated countless days, weeks, phone calls, and emails to this matter. I am hopeful that there is someone who can resolve and improve this situation. I have also left a message for Cynthia M., the head of service at Vacationstogo. Both companies should avoid negative publicity, yet the situation seems to be heading in that direction. Our intention was to enjoy retirement and travel the world before it's too late, but it appears that cruising may not be the ideal choice. - Anna A.

I have been attempting to upload my pictures without success. Despite using top-of-the-range cameras as an experienced photographer, the upload function seems to be ineffective. This issue is not exclusive to me, as many individuals I know are facing the same challenge. Interestingly, the only functional aspect seems to be where credit card information is accepted. Regrettably, this experience has led me to decide that this will be my final cruise with NCL. It appears that customer time is not valued by the company.

Good morning, I understand the importance of your employees, but I find it unacceptable to request an additional $[redacted] from guests who have already paid for their trip in full. This fee is equivalent to the cost of 2-4 excursions, which is substantial. When choosing between Celebrity Cruises, Princess Cruises, and Norwegian Cruises, an extra $[redacted] could have swayed us to sail with a competitor instead of Norwegian. The Cyber Monday deal appears to be misleading. Thank you for acknowledging my frustration. Best, Jodie

Unfortunately, due to unexpected circumstances involving my elderly father, we are unable to go on our family cruise scheduled for 12/31. I got in touch with the Norwegian Cruise Line Group Department in late October to explore our options. Initially, I couldn't reach my cruise consultant, Stephanie Lima, so I spoke with Lloyd Walsh in Reservations who kindly suggested I ask to be referred to Guest Services through the Group Department for additional assistance. After being informed I would only receive about $[redacted]/cabin, I contacted Carolyn who advised me not to pursue further options. Despite waiting for a callback that never came, I reached out again and spoke with Tracey Anne, who promptly provided me with a Case Number to submit my request. Unfortunately, when I later spoke with Wanashia from the Resolution Department, I was informed I would only be refunded taxes and fees as Guest Services would not consider my request unless the reservation was canceled. Despite this frustrating situation, I am continuing to seek resolution after facing misinformation and delays in communication.

I am frustrated by the misleading offers of free excursions, open bar, and airfare for the second guest. I recently discovered that two profiles were created for me, preventing me from accessing either account to book anything, whether complimentary or not. This situation leaves me unable to enjoy the activities I was looking forward to, and now I may incur additional costs I was not prepared for.

Hello, I would like to share my recent cruise experience. Our reservation number was [redacted]7 for the cruise with Shelia Forrest & Alana Beard departing from NYC to Bermuda. Due to weather conditions, we were rerouted to the Bahamas where we arrived late in the evening with limited activities available and left early the next morning. We received a $[redacted] non-refundable onboard credit, but felt it was ineffective compensation. Throughout our trip, we encountered several issues such as an unclean room with items in the fridge, lack of housekeeping, and shortages of toilet paper. The ship's bathrooms were also found to be dirty and lacking toilet paper. We had difficulties dining as restaurants were unexpectedly closed when we arrived, and the service was unfriendly. In the main dining room, we experienced significant delays in receiving food and had to repeatedly ask for drinks and ice. Overall, we were left feeling dissatisfied with the cruise and believe a partial or full refund would be appropriate due to the disappointing experience.

We booked a cruise with Norwegian Cruise Lines for our 30th wedding anniversary and our daughter's wedding in April [redacted]. Unfortunately, my husband's medical issues in June led us to cancel the trip scheduled for August 23. We had AON trip insurance, issued by Norwegian, even though we didn't initially request it. We have been in touch with AON over the past 7 months and submitted all required paperwork, including from our physician. Despite multiple assurances from AON that they needed more medical records, our physician never received any requests from them. We finally emailed AON our medical records, only to find out that they closed our file on their website. We trusted the insurance to cover our trip and hope for a resolution, even a replacement trip.

My mother is currently on an Oceana cruise in the Caribbean and was last known to be with Monica. Unfortunately, her significant other contracted Covid and had to be quarantined, prompting the captain to arrange a medevac for both of them last night. My mother contacted me to inform me that she would be arriving in Miami, where I am supposed to pick her up while her partner goes to the hospital. Since 7 PM, I have not received any updates and have been unable to reach anyone at Oceana. I am quite anxious about their well-being and urgently need some information. I'm hoping for good news and appreciate your prompt response. Please call me back at [redacted]. My name is Eric K. and my mother's name is Ronni K., both sharing the last name KREVAT. Your assistance is greatly appreciated.

Dear NCL, I recently returned from my vacation, which was a cruise with you from Puerto Rico on February 19th, [redacted], for a week. I stayed in room [redacted] and had an enjoyable trip overall, but I need to address an issue we encountered on the ship. During the cruise, there was an incident involving smoke that caused black particles to burn me. Despite reporting it to an officer, who was in the adults' section with a walkie-talkie, no immediate action was taken. The following day, although the problem was supposedly resolved, yellow particles stained our skin and clothes. We visited reception, where they offered complimentary laundry service. Unfortunately, upon returning the clothes on the last day, we discovered the stains were permanent, ruining several of our belongings, including my favorite clothes. I have attached photos for reference. After trying to wash the items twice at home, the stains remain, and more clothes have been damaged. This outcome was extremely disappointing and upsetting, as it was not handled appropriately, and such a situation should have been prevented. I eagerly await your response. Best regards, Eszter L.

I encountered several problems with my family cruise booking for my parents, sister, and me. Initially, I faced room allocation issues, then complications with airfare. Each call lasts an excessively long time, up to two hours, which is frustrating. Initially promised airfare is now missing, causing distress as my cruise is only a month away. Despite being informed I had paid for the flights, I am now being instructed to purchase them separately. I seek assistance in resolving these issues promptly.

My shore excursion during an Alaska cruise in September [redacted] was canceled due to a landslide in Skagway. However, I am still waiting for my refund. Initially, I was informed that the refund was sent by check, but then I was told it was refunded to my credit card, which I had to replace due to being compromised. The refund has not appeared on my new card. Interestingly, four others in my group also faced similar refund issues due to compromised credit cards. I was informed that the refund was directed to my travel agent, although I never provided them with this information.

During our recent trip with Norwegian, my daughter's brand new life jacket went missing, making it the worst experience ever. Not only did they lose all my makeup and perfumes, but my daughter, who is on a feeding tube, also had all her bags misplaced. Additionally, I paid for the third guest, only to find out that the room we were given had two twin beds and no additional sleeping space as promised. The staff mentioned that I would have a couch that opens into a bed and two full beds, but this was not the case. This experience has left me extremely dissatisfied and hesitant about traveling with Norwegian in the future.

My daughter's brand new life jacket was missing, making our trip a terrible experience with Norwegian. All my makeup, perfumes, and my daughter's feeding bag (she has a g-tube) were gone. The guest service was unhelpful; when booking the cruise, I requested a handicap room with a king size bed and a pull-out couch, but we had 2 twin beds instead. I reported the issue at 4 p.m. but by midnight, no action was taken. The service desk claimed there was nothing they could do. This was the first time I had stayed up late due to the handicap situation, and only the next day they gave us a twin bed and removed the couch.

I accidentally left my car fob in the stateroom safe on the Epic during my cruise from 3/26 to 4/2. I remember placing it there as I accessed my cash. I promptly submitted a claim to the lost and found department the day after we docked. The claim number is [redacted]4. It has been more than 10 business days, and I am surprised I haven't heard back yet. I assumed that checking the safe for valuable items would be a standard procedure during ship turnover. I am eager to know if there has been any progress in locating my lost item.

My family recently returned from our first cruise on the NCL Getaway. Despite submitting a complaint shortly after our trip, we have not received any compensation. We expected a superior experience compared to Carnival, given that NCL cost us twice as much. However, we encountered various disappointments. Our troubles began during boarding when an upgrade we had won was not reflected in the system. This led to a lengthy delay at guest services to resolve the issue. Additionally, my wife had an unpleasant experience at the Starbucks onboard, as the employee's bad attitude made her uncomfortable. The discomfort continued in our room, as the bed was extremely painful to sleep on, resulting in us needing to spend time in the hot tub each morning for relief. Furthermore, misinformation about the dining options onboard left us with limited and unsatisfactory food choices. As a smoker, my wife found the designated smoking areas insufficient and poorly maintained. Moreover, the scheduled stop at Great Stirrup Cay was canceled, adding to our disappointment. Given the subpar experience despite the high cost, we are requesting a partial or full refund for our cruise. Thank you, [redacted]

During our trip on the Bliss to Alaska, a medical emergency required us to disembark in Ketchikan. We settled all expenses when we left, totaling around $9,[redacted]. Unfortunately, we did not receive a receipt for this payment in the rush and chaos of the situation. Can you please send us a copy of the receipt for our records and insurance claim? Thank you. Allyn D. Mary W. Reservation Booking # [redacted]8 Sail Date: 05/05/[redacted] - Norwegian Bliss

Passenger Report: Taehee Suzie Jung Cruise Date: April 30, [redacted] from Lisbon, Portugal on Norwegian Star Room: [redacted] Contact Email: [redacted] Summary: Arriving at the ship around 2 p.m., greeted by a female crew member directing me to a safety drill, I left two bags in my room, finding them missing later. Reported the missing luggage to guest services. One delivered bag had a crack. When I mentioned the missing bags to another male crew member, no progress was made. The following day, staff mentioned finding an empty orange bag of mine, but items were missing. Also, a mouse and mousepad were found but not returned. The staff admitted discarding my two missing bags, alleging they were mistaken as trash. Numerous items remain missing, leading me to believe they may have been stolen.