Norwegian Cruise Line Customer Service Issues

We filed a claim through the NCL website following our September [redacted] cruise. We were approved for a refund totaling 1,[redacted].45 USD. The refund check arrived in December [redacted] or January [redacted]. We believed we had deposited it into our checking account for a future cruise. Upon checking our bank statements from the past year, we discovered the check was never deposited and has expired (valid for [redacted] days). We need to contact guest relations or accounting to request a new check or inquire about using the refund for a future cruise.

Dear all, My husband and I had booked a 3-day cruise on Norwegian Sky departing from Miami on 12/23/19 for our family. On the day of departure, we arrived at the port to realize that our son had forgotten all their passports in Fort Myers. Despite trying to get new passports, we were unable to make it in time for the cruise. Unfortunately, our insurance did not cover this mishap, and NCL was unable to assist. We were heartbroken to miss the cruise with our family. Any assistance or advice would be greatly welcomed. Thank you.

Hello, I am Nichole Elmore, a certified fitness instructor eager to provide your guests with an exceptional fitness experience. My expertise as an international group fitness instructor ensures that clients receive top-notch workouts with a touch of fun during their travels. I not only meet guests' basic needs but also prioritize their physical well-being with my vibrant personality and skills. Here are the highly requested fitness services that I offer: - Zumba Fitness - Aqua Fitness - Mat Pilates I also conduct Circuit Training, HIIT, Strength Training, Step, and Core Workouts, among other formats. I would be thrilled to add value to your establishment and enhance guests' overall experience. Please contact me to discuss this further. Thank you for your consideration. Nichole Elmore Owner, 2ONE LIFE STUDIO Website: www.2one.life Zumba Fitness & Group Fitness Instructor Social Media: @2ONELIFEZUMBA, @2ONELIFETRAINER Phone: [redacted]

I assisted my employer in buying 5 $1,[redacted] gift cards for a friend's birthday on January 2nd. Unfortunately, we haven't received them yet. Despite contacting both the main customer service line and the gift card customer service line, they were unable to provide clear answers. The gift card line mentioned that the cards were not in the system. However, we received a confirmation email the day after the purchase, and the $5,[redacted] was deducted from my employer's account. We are perplexed by this situation and are eager to resolve it promptly. The gift cards were meant for Buddy and Becky Yonz and were expected to be delivered to either [redacted] W Belden Ave, Chicago, IL, or possibly my employer's alternate address, [redacted] Park Bridge Ct, Dallas, TX [redacted].

Good morning! I recently returned from the Norwegian Escape and had a fantastic experience, this being my second time on board. The staff were exceptional and everything was well taken care of. However, I felt the need to address an issue regarding an incident involving Jorge from the Howl at the Moon piano bar crew. Despite the guidelines stating that inappropriate language should only be used after 11:00 pm for adults, Jorge made unsuitable comments before that time, which made my family uncomfortable. My parents, aged 80 and 74, were looking forward to the show but were disappointed by the off-color remarks. I left a note for Jorge expressing my concerns about his behavior, as we attended to appreciate the talent on display, not inappropriate remarks. While we still enjoyed our cruise, I wanted to bring this to your attention. Thank you for your time.

Last July, I made a reservation for the 11-day Hawaiian Island cruise on the Norwegian Jewel under booking number [redacted]15. I also convinced two others to join me. Due to the Corona virus situation, the Jewel was stranded in the South Pacific, resulting in the cancellation of our trip. I promptly canceled my cruise, flights, and hotel bookings on the island upon the CDC's advice against travel for individuals with compromised immune systems. Today, I found out that my companions who hadn't canceled yet were being offered perks like [redacted]% cruise credit or a refund, while I was not. I called customer service, but unfortunately, I was informed that nothing could be done. As loyal Latitudes members ([redacted]49; [redacted]50), my wife and I believe we should also be entitled to the same benefits. We hope after evaluating our situation, you can assist us. We understand the challenges NCL is facing during this pandemic, and we remain supportive. We have a future sailing booked on the Jade in December and others on the Gem. Sincerely, Richard and Sally Larsen.

I am inquiring about reservation #[redacted]3, which was cancelled by NCL due to COVID. I contacted NCL's [redacted] number to request a refund for this cancellation. The NCL representative informed me that an email was sent out regarding the refund process, and the deadline to apply for a refund had passed. Unfortunately, I had missed the email as I was preoccupied with my husband's sudden and serious illness during that time. I discovered the email in my trash folder after speaking with the NCL representative. It seems NCL did not attempt to reach out to guests through any other means besides email. I am disappointed as it is unlikely we can reschedule our cruise. The representatives I spoke with expressed apologies but were unable to provide a refund or offer an explanation for the short refund application period. I am frustrated to be out $[redacted].10. It would be helpful to speak to someone higher up in authority at NCL to address this issue. On a positive note, I had to cancel a flight related to this trip, and the airline swiftly processed a full refund without any hassle.

On March 15th, I inadvertently left my phone on the Norwegian Star cruise ship (reservation no. [redacted]6). After reaching out to the Lost and Found department with claim no. [redacted]3, I was informed on April 24th that my phone had been located. However, due to the COVID-19 situation causing operational delays, the item would not be shipped until normal operations resumed around the first or second week of June. I anticipate receiving an email notification once the phone is ready for shipment. Despite the circumstances, I haven't received any updates or the phone even after four months since my initial contact. While I understand the challenges posed by COVID-19, I am in urgent need of my phone and hope that it can be sent to me promptly. Thank you for your assistance. Leendert Plaisier

I would like to express my gratitude to the Cruise Line for implementing vaccination requirements. Knowing that everyone on board has been vaccinated brings me peace of mind in crowded settings. My first cruise experience was with the Norweigan Line, and it remains my favorite. The captain's kindness towards my young children, allowing them to sit in the cockpit, made it a memorable vacation for us. This gesture meant a lot, especially to my daughter, who had eagerly anticipated the cruise. Since that first cruise, we have embarked on many more journeys on the water. Thank you for the enjoyable experiences and for prioritizing our safety by adhering to CDC health guidelines. Let's all work together to adapt to the new normal smoothly. Thanks for listening and for maintaining a safe environment for travelers like us. Dean S.

I had a 22-night cruise booked with NCL Jade from March 18, [redacted], to April 9, [redacted], just as Covid was starting. Despite trying to cancel from January 13, [redacted], to April 14, [redacted], I was repeatedly told the cruise was still on. On March 7, [redacted], NCL issued a "peace of mind" letter, and I accepted, thinking the cruise would proceed. Soon after, the cruise was canceled, and I requested a refund, but was denied due to accepting the peace of mind offer. Given the ongoing challenges with Covid, travel is difficult, and I am uncomfortable doing so under current conditions. I have rebooked twice but now seek a full refund, as I do not want to travel amidst all the restrictions. My husband's health further complicates matters, as he is unable to travel until the situation improves. I am requesting a refund to manage expenses as we faced unfortunate timing with our original booking. My reservation number was [redacted]. Suresh and Julie Kapur Thank you for your assistance.

I recently discovered I was mistakenly booked on a cruise on the Pearl departing from NY in November, which I did not request. Additionally, I found out I was double-booked for another cruise in January [redacted], which I have since canceled. I did not initiate these bookings, and unfortunately missed the cancellation deadline for the Pearl cruise by one day due to neglecting their emails as I typically cruise between January and March. The final payment for the cruise I actually booked was expected in December, not September. I am being asked to pay around $[redacted] for a cruise I never intended to take. It seems I won't be cruising with NCL again, as I refuse to pay for this unauthorized charge.

I think more Canadian travelers would consider cruising if dealing with the Covid test requirements for returning to Canada was easier. With the challenges of navigating airports, especially for older individuals with health issues, having a Covid test option on the ship could attract more customers. Perhaps NCL could offer a specific test to meet Canadian customs requirements at a reasonable cost, around US$50. I receive your daily advertising emails already at [redacted] - Allen E., Renfrew, ON., CA.

Hello, I need assistance urgently. My name is L. Polynkina with a birthdate of 05.01.[redacted]. NCL won't accept the Russian vaccination Sputnik aboard. I have a cruise booked with Incruises from Dubai, UAE to Cape Town, South Africa departing on 03.12.[redacted] on the Norwegian Jade. My booking number is [redacted]. The Russian vaccine is not valid for boarding, and I don't have another option since different vaccines are not available in Russia. Other passengers in the cabin have European vaccinations and are not affected, but I might not be allowed on the ship.

Hello! I am having trouble cancelling my booking. I reached out to you, received a response, and followed the link provided for further assistance. The support team at Incruises informed me they would contact booking partners, but that's all. I need help from you. Norwegian Cruise Line (NCL) does not accept the Russian vaccine, Sputnik, and I cannot find another passenger to replace me as Russian vaccinations do not align with European standards. I booked this cruise in March, just learning now about the WHO-approved vaccines. My cruise from Dubai, UAE, to Cape Town, South Africa, on the "Norwegian Jade" is set for departure on 12/03/[redacted]. My booking number is [redacted]47. I urgently need to cancel my reservation as other guests sharing the cabin have European vaccinations and do not wish to cancel.

I noticed three charges on my bill totaling $[redacted].00, including an entertainment charge of $[redacted].00 and a service fee of $3.00 each time. We did not attend any shows at the theater. I reviewed my bill on Saturday night, December 11, around midnight, and these charges were not present. The bill was sent after 3 AM while we were disembarking at 7:30. I only saw the bill on our way home on December 12. I am seeking assistance in having these charges refunded. Entertainment is supposed to be complimentary if we had chosen to attend. Thank you.

Reservation Number [redacted]: [redacted]9 and [redacted]1 Dear Madam/Sir, On April 19, [redacted], I booked a cruise to the Caribbean, ABC Islands for 4 persons on the Norwegian Dawn. Visiting the ABC Islands has been a dream of ours, along with exploring Puerto Plata and the Cayman Islands. However, I was disappointed to learn that the cruise itinerary had changed, replacing Bonaire with Cartagena, Colombia. Upon checking on December 19, [redacted], I discovered that the price per person for the cruise had significantly dropped, causing a difference of €[redacted].00 per person. Given that the route has also changed from what we originally booked, I kindly ask for your understanding. I would appreciate if we could receive the all-inclusive drinks package for 4 persons instead of the premium package and £50.00 excursion package per person instead of per cabin. I hope for your favorable consideration and look forward to your response. Sincerely, Lilawatie M., Karel A., Laltapersad S., Radjkoemarie T.

Booking Confirmation: [redacted] - Member Number: [redacted]21 Dear Customer Service Team, I am reaching out regarding a recent booking alteration made with the assistance of cruise consultant Deon. Initially, we intended to embark on a back-to-back cruise but had to cancel the first leg of our journey. Deon recommended waiting until February to implement changes, mentioning a potential additional discount. However, to our surprise, the Outgoing Flight for the second cruise was not rescheduled. We recently discovered this oversight when receiving flight information and realizing only the return flight was arranged. Deon acknowledged the error, attributing it to a missed transfer due to the late cancellation. Despite assurances from a supervisor and Gina who promised to address the issue, we are yet to receive a resolution. As loyal NCL members, we value our relationship with the company and wish to continue it positively. However, if we are unable to secure a flight, regrettably, we may need to consider canceling this trip. Best regards, Don & Dory Sprung

As first-time cruisers aboard the Escape, we were among about [redacted] passengers instructed to disembark the ship at an unairconditioned port with no accommodations. We were informed we would be stranded from 11:30 AM to 4:30 PM on a scorching Caribbean day, leaving children and elderly individuals with limited options. Despite numerous attempts to contact customer service, no assistance was received. Being a 30-year employee at Delta Airlines, the situation is particularly disappointing. NCL had ample time to address these issues and failed on all accounts, even mishandling Covid test announcements and luggage instructions. The lack of consideration for passengers' well-being is alarming, and the entire experience has been a letdown.

We are experiencing difficulties with our flight from Las Vegas to Quebec City. Despite paying transfer fees, NCL has informed us that we must arrange our own transportation from Montreal to Quebec City, a distance over [redacted] miles. We are disappointed that NCL is not allowing any changes to the flight schedule. NCL has booked us on an Air Canada flight (AC-[redacted]) to Montreal, but our cruise departs from Quebec City, not Montreal. We are puzzled as to why we are not on the direct flight to Quebec City (AC-[redacted]) with a layover in Montreal. We believe this is NCL's mistake and not ours. We have been attempting to address this issue since Friday, August 5th. Any assistance would be greatly appreciated. Thank you. - John R.

As a Travel Partner with NCL since [redacted], I am facing significant challenges with my personal reservations and group bookings. These issues have led to various system malfunctions, causing my commissions to be recalled since May, amounting to over $2,[redacted] in overdue payments. Additionally, I was penalized $[redacted] for adding two cabins last minute, reducing my Tour Conductor Credit, which is perplexing to me. I wish to resolve these issues promptly to continue being a committed Travel Partner and avoid canceling my [redacted] bookings. Your assistance in receiving the outstanding payments owed to me is greatly appreciated.