Norwegian Cruise Line Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Norwegian Cruise Line customer service, archive #1. It includes a selection of 20 issue(s) reported April 29, 2016 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
During my cruise to the Panama Canal on the Norwegian Pearl from April 4th to April 14th, I left a pair of black open-toe flat shoes in my stateroom #[redacted]. I accidentally left them under the table on the morning of disembarkation. I'm looking to retrieve them. The stateroom steward's name is Agus. Thank you. - Guest Bernestine T.
Reported by GetHuman-bernesti on शुक्रवार, २९ अप्रैल २०१६, रात १२:२५ बजे
I am thoroughly disappointed with the altered itinerary for the June 9 sailing of Pride of America. I only discovered the change upon visiting the website. We were previously informed that we would have a day at sea, which we understood due to unforeseen circumstances like volcanoes. However, moving the Maui dates back a day has caused us to lose out on reservations, including a sunrise at the summit. Attempting to book a snorkeling tour in Maui has also proven unsuccessful as they are now sold out. Additionally, the rental car costs have increased by $[redacted]. The decision to change the Maui dates has disrupted plans for my group of 14 who had made reservations based on the initial schedule. While we comprehend the safety reasons behind canceling stops at Kona and Hilo, we are perplexed by the need to shift the Maui dates. If possible, we would cancel our bookings. This experience has led us to vow never to sail with Norwegian again, a decision we will share with our extensive network of cruisers. The lack of consideration for customers' plans stands out as the enduring memory of Norwegian Cruise Line. We eagerly anticipate your response and hope for a more empathetic connection rather than a dismissive one.
Reported by GetHuman751420 on मंगलवार, ५ जून २०१८, दोपहर १०:३७ बजे
I am reaching out regarding my recent cruise experience. Unfortunately, I was hospitalized at the Cleveland Clinic just before my trip, causing me to rely on a wheelchair onboard due to the loss of use of my legs. I had pre-booked excursions totaling $[redacted].80 using my onboard credit. However, upon receiving my bill, all my onboard credit was missing. I am kindly requesting to have the credit restored for my upcoming cruise in November [redacted] under reservations [redacted]6, [redacted]6, and [redacted]8. I appreciate the assistance from the crew during my challenging circumstances. Thank you for your attention to this matter.
Reported by GetHuman-maglmar on शुक्रवार, ७ सितम्बर २०१८, दोपहर ४:१४ बजे
We recently enjoyed an Alaskan Cruise on the Norwegian Pearl. We filled out a positive feedback form and would consider sailing with NCL again. While onboard, we asked the cruise director for a brochure, but haven't received one since returning home on September 25th. We'd appreciate your help in resolving this. Additionally, I purchased a watch onboard for $10, but despite getting a new battery, it has never worked. I believe this reflects poorly on the quality of your products and dampens an otherwise wonderful experience. Thanks, Ray Wheeler.
Reported by GetHuman-ray_whee on गुरूवार, ११ अक्टूबर २०१८, दोपहर २:०७ बजे
Hello, I am an independent agent affiliated with Montrose Travel. I had two couples sail on the Pride of America land and sea tour on 10/24/18. Their booking numbers were [redacted]5 for Alfieri and [redacted]6 for Kirsteuer. During their trip in Kauai, the ship departed later than scheduled due to lifeboat repairs. Despite the delay, the captain apologized and each cabin was given a $[redacted] onboard credit. However, the next day, $[redacted] seemed to have been deducted from their account without explanation, which left my clients disappointed. I am hoping for a resolution to this matter with a $[redacted] refund to the credit cards used for the booking to restore my clients' faith in Norwegian cruise line. Thank you for your attention to this issue. Warm regards, Peter J Monchino Don't TRIP Without Pete
Reported by GetHuman-pmonchin on मंगलवार, २७ नवम्बर २०१८, रात १०:१७ बजे
Our trip was incredibly disappointing. The interaction we had with your guest service manager raised concerns about racial bias within your staff. Despite our requests, we were denied a change in dining time while a white couple received a different response for the same request. This pattern repeated itself twice. Additionally, the beds were extremely uncomfortable, and despite multiple requests for a foam topper, our needs went unaddressed. Both my wife and I hold prestigious degrees and successful careers. We are deeply troubled by this experience and intend to share it publicly, including with Cruise Critic, to shed light on the discriminatory treatment we faced.
Reported by GetHuman-hassenam on सोमवार, १८ फ़रवरी २०१९, रात ८:४० बजे
During a cruise in September, I encountered bed bugs which caused stress during what was meant to be a relaxing week. I was assured of credit for a future cruise, but when I checked my account, there was no credit available. The reason I am contemplating booking with this cruise line again is solely due to the promised credit. If the credit is not honored, I will explore booking with a different cruise line instead. Thank you for your assistance.
Reported by GetHuman-paigetay on शनिवार, ९ मार्च २०१९, शाम ५:३६ बजे
In September, during a cruise, I encountered bed bugs which affected what was supposed to be a relaxing week. The cruise line assured me credit toward another cruise would be added to my account. However, when I checked to book a new cruise, I found no credit. I am open to booking with this cruise line again only because of the promised credit. To address this issue, I need to reach out to someone who can assist in providing the credit. If the credit is not given, I will seek to book with a different cruise line. Thank you for your assistance.
Reported by GetHuman-paigetay on शनिवार, ९ मार्च २०१९, शाम ५:३८ बजे
During my recent NCL trip to Australia and Indonesia departing on February 13th, unfortunately, I experienced a theft. The 4-page investigation report about the incident was not submitted to the corporate office as expected. I am seeking guidance from a legal representative regarding this matter. Despite the recovery of one valuable piece of jewelry after a thorough search using metal detectors, several other items, including costume jewelry, remain missing. The behavior of my cabin steward, who was not removed from duty, has caused me distress. I believe there may have been foul play involved in the return of the jewelry. I am still missing a specific necklace with silver Greek letters. My attempt to address this with NCL security upon my return did not yield satisfactory results. I am in need of legal assistance promptly to address this situation and pursue the missing items' return.
Reported by GetHuman2594242 on मंगलवार, २६ मार्च २०१९, रात ३:२७ बजे
Dear Customer Service, I am writing to address a disappointing experience my family and I had during our Alaska cruise a few years ago. I booked two suites, one with a butler, for my wife, son, my late mother, and myself. The embarkation process was supposed to be seamless, with access to a lounge, but unfortunately, we were not directed there and ended up waiting with all the passengers, causing unnecessary stress for my mother. Additionally, the shows we had carefully planned and made reservations for were all canceled due to a first-come, first-served policy, which was not communicated clearly. This was disheartening as my mother's health didn't allow her to wait in long lines. The frustration continued on a subsequent NCL cruise on the Breakaway from NY, where self-debarkation became chaotic due to elevators being closed and a lack of staff presence. My family and I were caught in a bottleneck on the stairs for hours, causing discomfort and distress. Despite being promised a follow-up on these issues, I never received any communication. These experiences have left a lasting impact, especially as I wanted to create a special memory for my late mother. I hope to discuss these matters further and seek resolution. Regards, Grant Stuart
Reported by GetHuman2600932 on मंगलवार, २६ मार्च २०१९, रात ११:५४ बजे
I would greatly appreciate assistance with our Latitudes accounts. My husband, Alan W., and I, Christine W., encountered a discrepancy during our second cruise with NCL in March [redacted] aboard the Spirit. Despite both of us having previously cruised on the ss.Norway, only my husband was recognized as a returning guest, while I was oddly labeled as a first-time cruiser. Subsequently, it was brought to our attention that my husband holds a bronze level of Latitudes status, whereas I have been classified as Silver. This seems to be a mix-up as we have each been on three cruises. We are puzzled by this situation and kindly request your assistance in rectifying this issue. Our maiden voyage was in the USA. Your help in resolving this matter would be greatly appreciated. Thank you in advance, Christine W.
Reported by GetHuman2730078 on शुक्रवार, १२ अप्रैल २०१९, दोपहर ३:५२ बजे
Regarding reservation number [redacted]5 on May 31, [redacted], three seniors were excited for their first cruise. The day before departure, a call was made to inquire about the necessity of carrying birth certificates. They were advised that state-issued driver's licenses were sufficient. However, upon boarding, they were denied for not having birth certificates. After enduring two hours of unsuccessful attempts to reach customer service, they faced distressing treatment. The remaining party already onboard experienced the same ordeal. A refund for the forfeited trip is requested due to the distressing experience. This incident is just one part of the overall distressing situation, and it is being shared on social media to raise awareness.
Reported by GetHuman3026747 on सोमवार, ३ जून २०१९, शाम ७:२२ बजे
The onboard communication issues and lack of knowledge about activities, specifically the shows, were disappointing. The communication with the cabin steward was poor, and the service was subpar. We noticed various cleanliness issues, like not receiving a second coffee cup on the last night and never getting pool towels. Additionally, the laundry came back folded but dirty. There was a disturbing situation at the H20 bar that we reported but received no follow-up from the beverage manager, which was concerning. With a group of 11 cabins and 24 people, including a high-ranking official from PR, the observation of alcohol switching at the bar was alarming. We have evidence in a video but intend to address this matter constructively. It was unsettling to witness the Bacardi Rum being swapped into [redacted] Tequila bottles. The excuses provided were nonsensical and did not alleviate our concerns. The presence of the brand distributor from PR added to our disappointment. We are unsure of what benefit Norwegian could gain from this situation.
Reported by GetHuman-nfoods on गुरूवार, २० जून २०१९, दोपहर १२:१० बजे
While on the NCL Sun cruise scheduled for June 3-7, [redacted] bound for Cuba, my wife and I were unable to disembark due to government issues. NCL informed us through a letter in our room onboard that we would receive half off this cruise and half off a future NCL cruise. However, when the refund was issued, it was significantly less than half. I have attempted to contact NCL multiple times and each time have been faced with a wait time exceeding 7 hours. Even the call back system has not proven to be effective. I am seeking clarification as to why the refund for our Cuba cruise was much less than half. Can you please address this, NCL? Thank you.
Reported by GetHuman3190894 on शुक्रवार, १२ जुलाई २०१९, रात ८:१९ बजे
Reservation [redacted]1 - I ordered the $[redacted] picture package and I have not received the USB drive as promised. The USB drive was supposed to be delivered to my stateroom [redacted] on the morning of 7/22. The itemized receipt shows check #[redacted]. I am disappointed with the service as I did not receive the USB drive with my 8 photos. I am now back home at [redacted] Langston Rd, Clinton SC. Additionally, I bought Hennessy White liquor, but when I arrived at the airport, the bag was not sealed, and the airline confiscated it. This was very upsetting. Finally, my 20-year-old son was bothered in the bar for not being 21, even though your policy allows drinking on international waters at his age. Despite these issues, our first cruise experience was overall good, but these incidents left us disappointed.
Reported by GetHuman3300136 on मंगलवार, २३ जुलाई २०१९, रात १०:५६ बजे
I have been attempting to contact my representative, Kenly Diaz, without success regarding: 1. How can we utilize our two $[redacted] vouchers for this trip? 2. If we invite another couple to join us, will they receive the same rates as us, even if they are new to NCL? 3. What would be the charges for dining in specialty restaurants if we did not purchase the dining package? 4. Are there limitations on reservations for specialty restaurants? 5. How many specialty restaurants are available on the ship? 6. Are gratuities required to be paid in advance, or can they be paid individually? I am currently in St. Maarten and unable to contact the toll-free number provided. If a representative could reach out to assist me with these inquiries, it would be greatly appreciated. Best regards, B. Sevick
Reported by GetHuman1729960 on शुक्रवार, १८ अक्टूबर २०१९, रात ८:०२ बजे
Dear Crew Manager, I am writing to introduce our crewing company, TENET MARINE, established in [redacted]. With four offices across Ukraine, we are dedicated to providing the best crew for our clients. Our database houses a diverse range of professional seafarers, carefully selected to meet the needs of every ship owner. We collaborate with numerous training centers to ensure the candidates' qualifications. Specifically, we have a specialized database for LPG carriers, and I have attached samples of crew CVs for your reference. TENET MARINE is accredited and holds MLC/ISO [redacted]:[redacted] certificates, complying with industry standards. We are eager to support you in crew selection, offering efficient and timely services. Please feel free to reach out with any questions or requests. We look forward to the opportunity to assist you. Warm regards, Victoria Banker Tenet Marine Company Tel: +[redacted] 97 [redacted]; +[redacted] [redacted] [redacted] [redacted] Email: [redacted] Skype: tenet-marine Website: tenetmarine.com.ua
Reported by GetHuman3808058 on मंगलवार, २२ अक्टूबर २०१९, सुबह ७:५६ बजे
I've been attempting to contact someone at the cruise line, but it appears that once they have my information, they are no longer interested in addressing my inquiries. I received a phone message from a person named Jerret last Tuesday and returned the call, leaving a voicemail. Despite sending another request yesterday with my email address, I have not received a response from the cruise line. I wonder if they have already booked my trip and now don't feel the need to respond to my queries.
Reported by GetHuman-coarsdav on रविवार, ८ दिसम्बर २०१९, दोपहर २:२५ बजे
I am reviewing my statement for reservation #[redacted]8 and have noticed charges that do not seem related to our travel. Specifically, charges for Travel Protection and Air Taxes, which were not part of our booking through Blue Sky Tours Hawaii and not your cruise line. I am also confused about the Air Deviation charge. The transfers were managed by Blue Sky Tours Hawaii, not NCL. I would appreciate a prompt response or a call back at [redacted]. Please leave a message with a contact number if I am unavailable. I would like to resolve this matter as soon as possible.
Reported by GetHuman-rasowils on गुरूवार, १९ दिसम्बर २०१९, दोपहर ४:५७ बजे
Hello, I'm Deborah Grund and my booking number is [redacted]3. I've been trying to communicate with Hamad Trashorras via email for the last three days. I was trying to make a deposit payment for two cabins on March 3, following Hamad's assurance that I could do so today. However, upon checking online, I was surprised to see that I was being asked to pay the full amount for the cruise. I have several emails from Hamad stating that the deposit was supposed to be $[redacted] per cabin. Despite my repeated calls to Hamad, I have not received any response. He mentioned a Christmas party as a reason for not getting back to me, but I am still awaiting a callback. I have tried reaching out via email and phone calls, but I am feeling very frustrated at this point. I would appreciate it if someone could assist me in resolving this issue.
Reported by GetHuman-ladyspai on शनिवार, २१ दिसम्बर २०१९, रात २:५७ बजे

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