Norwegian Cruise Line

I attempted to get information via chat on a cruise price. The agent response was unprofessional. In one chat I asked if there is senior discount the agent responded "sir we would go out of business". Later, I attempted to ask about a price, I was told by an agent "sorry, can't help you. I can't see your screen". A simple no or a simple let me get the itinerary to check it out would of do it.

My wife and I booked our cruise to celebrate our 40 anniversary. Most times I book myself but this time I phoned Norwegian to book all flights transfer etc as our 40 anniversary did not want anything to go wrong. Well everything did, ship Norwegian epic leaving from Rome sailing 12/01/2023. The guy that helped us I say that lightly gave us 56 minutes from our local flight to the international flight we made it our luggage did not. Eight days before we got our luggage on our flight home we had to pay a additional 60 us to get our damaged luggage on the plane. What did Norwegian do for us gave us 100 each for a future cruise will never cruise with them anymore. This was our 7 cruise with them no more.

Ncl promo was for free airfare. They had us flying back 13 hours after disembarking and refused to look at other options even though our friends ( who we were traveling with and going to the same city) were leaving 5 hours after disembarkment. We then cancelled that leg of the flight so we would not have to wait. They have now changed our flight to the port adding a 6 hour layover! Once again refusing to switch us back to our original flight out! Do not fall for this 'Freebie!

Background: our first cruise. Family of 6.2 separate rooms on deck 10. One balcony room and one interior cabin. Our package came with $50 excursion credit per excursion and 150 min internet package. Pre paid the service fees on line and my husband added the soda package and upgraded internet to him only.
The GOOD: food was great and easily accessible. Rooms were clean and felt like a good use of space. Beds were comfy. And showers had shampoo and bodywash available. Ship was well maintained.
The BAD: AC didn't work in one room the first night, 150 min internet does not apply to minors, ships communication package at $10/person doesn't work 95% of the time. The ship was crowded. There were never chairs available by pools unless you were the first ones there. The larger pool was for 18+ and the small family pool was over crowded and kids had no room to move. Rope courses close ten minutes before their posted close times so that the employees can get to different work areas in time. $50 credit only applies to the first person in the room, so if they don't want to go, no credit. Jewelry shop employees mislead you to make money. Ship smells like cigarettes, Laundry service is extremely expensive. There are no self laundry options. Soda package is not worth it. The only place you can get a soda is at a bar, where the bartenders are catering to people with alcohol packages. The wait for any given soda was 30mins.
The UGLY: The ships tendering process is very poorly run and does not leave you time on the island. Time from ship to island was 1 hour and 10 mins. Time waiting in line for tender to get back to ship was 95 mins. Once on that tender another 35 mins to get back to boat. Food service on this island stops promptly at 2pm so they can bring it back to the boat. They will take it away in front of you. Excursion listed as "relax at long bay beach, beef island" DO NOT DO THIS ONE. The group running it begs for tip money and explains slum like living conditions. The beach area is run down with broke facilities, dangerous showers. You must rent their chairs and umbrella, its not optional and very misleading.
The HORRIBLE: When asked for a diet coke, waitress served my alcoholic husband a whiskey and coke. My 11 yr old sipped it first while waiting for his drink to be filled and said there was something wrong. Husband tried it and realized it was almost pour alcohol. No apology from waitress, just an "i must have grabbed the wrong glass" Yes, we told guest services and no we were not happy with their apology.

Our NCL trip was leaving 3 days after we made the final payment. Therefore we did not purchase insurance we were going to get on the cruise no matter what. We did use a travel agency which I will not name just yet, unfortunately the airline contacted us by email 3 hours prior to departure to let us know they canceled our flights. They had almost 20 something hours to still get us to our destination, but we're unable to do this. This meant we had no way to get to the ship. Now I know Airlines delay or change flight Etc but I did not know they could completely cancel 3 hours prior and not get you on another flight. Therefore over $6,000 just on the cruise is completely gone Norwegian will not credit or help us with another Cruise, my agent claims they have spoken to them I also have tried myself but with no luck. The money was saved by family which took a lot of hard work and saving and now the kid and grandkids will not be able to have that experience. Unfortunately without Norwegian Cruise Line offering some type of credit or a similar Cruise the children will not get this opportunity and unfortunately financially it would be many many years from now if that chance becomes available again. Therefore I am just saying please do not go with Norwegian Cruise Lines this has been a devastating blow to the family and it would be horrendous for this to happen to someone else. I am only hoping that my review can help someone avoid this. I will include photos unfortunately Norwegian will not send me the current email with the price of the cruise just the fact that I had a cruise set and I will send this along with this review. Thank you Lisa H

I booked this cruise over a year ago and this isn't our first cruise with them. Yet they called me 2 days before leaving to tell me my husband isn't allowed on the ship because of his background. 2 days? You tell me with 2 days notice? For a trip I planned over a year ago?

What kind of crap shoot is this? Who does this? I had to break the news to my elderly mother, and my two teen daughters.

Even if my hubby was allowed to cruise on your ships, I'm good. I don't need to cruise with you, nor do I want to anymore.

I get people are "worried" over ex cons, but in my eyes, they served their time, they did their part. If they haven't reoffended, they shouldn't be discriminated against. And this is discrimination to the T.

We booked a Christmas cruise Dec 2022 and Norwegian lost one of our suitcases at the point of embarkation. I tried for the next 7 days to follow up with customer service but they never found my luggage and only gave me a small pouch with a toothbrush, toothpaste and a small comb. I finally received a denial for my claim March 2023.

We were promised we would get checked bags for our flights included, shuttle to and from the port, and gratuities were included. When we checked in for the flight we were told that checked baggage is not included. When we left the port to go to the airport they charged us more. We paid when leaving the ship so we had a zero balance and 4 days later they took almost $200 more from our debit card. Nobody can tell me what it's for.

I booked a cruise that included airline tickets. NCL booked the tickets. The cruise departs in Rome and I live in Florida. They did not book a direct flight. Worse than that, I am scheduled to depart Orlando at noon, arrive in Altanta at 2:00 and then I am booked on a flight departing Atlanta at 3:15. So, if the Orlando flight is on time (unlikely) I will have about 45 minutes to get to my connecting flight. Since I am seated in row 40 on the first flight, I assume it will take me at least 20 minutes to get off the plane. Then I have to find my connecting gate, which will likely be in a different terminal (I'm going from a domestic to an international flight). I have called, begged, lost my temper, tried everything. I get no response except "we can't change, it's in the terms and conditions on our website." Buyer beware. Do not book a cruise with NCL!

OMG, Norwegian sucks. My family, 2 parents and 4 teens, went on a Thanksgiving cruise. Parents have cruised many, mant times so we tried Norwegian for this family cruise. When booking, everything is a, "YES of course." Then once you board the answer to everything was no! Food was mediocre unless you paid for upgraded restaurants which have limited availability. All service was poor beacuse the ship is so understaffed. Excursions are unreasonably expensive. Boarding took forever. Onboard credit women is so rudeand unhelpful. Stick with Royal Carribean or Princess.

Subject: Unjust Treatment and Lack of Compassion from NCL

I am writing to express my utter disappointment and frustration with Norwegian Cruise Lines (NCL) over the handling of my recent booking. My wife and I had booked a cruise, fully paid at $7000, and were eagerly looking forward to our vacation. Unfortunately, due to unforeseen circumstances, my wife fell ill and we had to cancel our trip.

Despite our unfortunate situation, NCL displayed a shocking lack of compassion and understanding. Instead of offering us a cruise credit or some form of compensation, NCL decided to keep our hard-earned money for a cruise we never even embarked on. This is not only unfair but also unacceptable.

It is deeply troubling to know that while NCL reported record profits this past year, they chose to prioritize their financial gains over the well-being and satisfaction of their customers. It seems as though our hard-earned money was more valuable to them than our loyalty and trust.

I took the initiative to reach out to the board members and the CEO in hopes of finding a resolution. However, my efforts were met with indifference. It appears that NCL is more interested in maximizing profits than maintaining a loyal customer base by showing empathy and flexibility in challenging situations.

Customer service was no help either. I was advised to cancel and then write to guest services to request a credit, only to be denied once again. This lack of transparency and willingness to accommodate loyal customers is truly disheartening.

In conclusion, my experience with Norwegian Cruise Lines has been nothing short of disappointing and frustrating. I strongly urge potential customers to think twice before booking with NCL, as their treatment of customers leaves much to be desired.

I was very dissatisfied with NCL. Do not take an NCL cruise to the Grand Cayman Islands. NCL arrive at Grand Caymen, when multiple ships are in port. There are not enough island-based tenders to get passengers from all ships ashore.
As NCL passengers watch passengers from other ships go ashore (using island-based tenders), NCL told their passengers that they cannot go ashore because the swells are too rough. Others can go but you can't go ashore. It appears that NCL just doesn't want to pay for the cost of island-based tenders.
Passengers and crew told me that this is a common problem and that NCL doesn't care.

Never ever give your credit card info to these fraudulent company! They will lie to you that you gonna be charged extra if pay everything by cash - DONT BELIEVE! THEY ARE JUST TRYING TI GET YOUR CARD DETAILS TO LATER CHARGE YOU EXTRA NONRELATED CHARGES! BE AWARE! EVEN THOUGH YOU FILL YHE SERVICE CHARGE ADJUSTMENT PAPER THEY WILL LIE YOU THAT THEY DONT HAVE THE DOC IN THEIR RECORDS! STAY AWAY!

Horrible experience with Norwegian Prima. It was supposed to be a Christmas gift for my kids. Instead, we hated the service, the food, the experience in general. We couldn't wIt to get off of that miserable ship. You couldn't pay me to go back on that stupid ship!

Interactive TV is the best I've been associated (NCL's Getaway & Bliss)(A+). Relaxed dress saves us half of suitcase filled with formal wear.(A) If you have to wear a dress coat it is not a vacation. NCL took the closets out of the hall way, where there already a bathroom door and an your room door (b+). Now you can operate your safe while sitting on the bed (A+). Private Island could take some lessons from MSC which has shuttle service around the entire island and staff that lives on the island (C-). Guest Services on the Getaway was a joke. Line 20 and 30 people deep with NCL personnel roaming and asking what the problem was only to say you need to talk to a guest service employee (D-). I used NCLs air transportation twice and I could not match their prices looking on line. (B+) Pay for restaurants were very good and 3 of them came with my cruise package. (A). Boarding and getting off were fast but busses to carry passengers to the airport were not available (Lisbon) (B-). Room service was good as far as cleaning bur don't order room service for drinks or food unless you have a big pocket book (B-). Overall it was a fun trip, just some areas appeared to be understaffed. Alan & Sylvia Hamre

The sales pitch to us they want $3K lump sum to guarantee them 12 more cruises with them. Food was horrible there was Ham & corn on Pizza, Dill Pickles & Beets in stroganoff. A major sewer back up all of deck 5 no compensation. Music at the pool was funeral music. The shows I have seen high school level better than that. The cheesecake was Jello form. The list just goes on & on!

We have not even left yet and it's been a goat rodeo. Trip is June 5th 2024. It is advised as going to Venice. Do not believe it. 5 months out prior to leaving, after you have spent $9,000, they send you a email stating the port in Venice can only handle so many large ships. So we are not going to be in Venice only to go to airport to fly home. You mean to tell me they didn't know this before, since they run this trip yearly. BULL. False advertising if you ask me.
They tell you one thing your travel agent you another.
I can't wait to give you a follow up after the trip. It should be a doosey.

I invited nine family members to the Encore trip to Alaska after taking a few Cruises in Florida with your Cruise line.

I wanted to bring my family on one of your newest ships and in an itinerary that was described to me as a once-in-a-lifetime experience.

Unfortunately, this Sunday afternoon, I am here in Seattle writing to you after your crew abused and discriminated against my family and kicked us out of the cruise, including my 78 years old mother and two elderly parents-in-law.

We started the onboarding process early today and were informed for the first time that my parents-in-law needed a Visa to Canada. At this point, we had completed the online check-in in the app days before flying to Seattle and uploaded the passenger's travel documentation; we didn't receive a notification about the need for a Canadian Visa.

We were not the only ones experiencing this situation at onboarding; as it seems to be an issue happening often enough, I would recommend you invest in automating a flag system for Visa requirements per ship/ itinerary and passenger nationality, from my perspective as a client you don't offer such information or have an efficient method to prevent having people crying in your boarding ports because of a step that can be solved with technology.

We spent four traumatic hours at your onboarding area making travel arrangements to leave my two elderly parents-in-law. Finally, the only solution was to lose another party member, and my sister-in-law ended up staying with them until they could make the trip back home.

After saying goodbye to 3 members of our party, my wife, my two kids, my niece, and my mother were given keys to our three staterooms and proceeded to onboard the ship, and that is when the real nightmare started.

A few hours later, close to the sailing time, we had already unpacked and were having dinner when we were interrupted by a call from Guest service stating my mother needed to offboard the ship due to an onboarding mistake from your staff.

After a conversation with a careless guest service team, they mentioned that they required my 78 years mother to be offboarded immediately and requested that we don't leave the guest service desk until someone escorts us to get our belongings from the staterooms and out of the ship.

Your staff proceeded to gather our luggage, breaking one of the carry-on pieces as they rushed to kick us out, putting our belonging in a black trash bag ( picture attached), which they carried out of the ship. I have a few uncomfortable videos and pictures of all the unfortunate events; I am only attaching a few to give you some visuals and will keep some for further action if this is not resolved as we would expect from NCL.

In some videos and pictures, you can hear and see your employees being rude and even accept that this situation was another NCL department mistake. Your Guest Service management denied us free transit on the ship as they needed to rush our offboarding. They broke one of our luggage, pulled my 78 years old mother, and basically kicked us out with a team of people carrying our belongings across the ship, embarrassing my family and me along the way. I bought this trip for the nine family members so we could enjoy a great week pampered by the team of what I thought was one of the best cruise lines.

There was an evident lack of care by your employees and the unfortunate way your team handled this situation was unbelievable. They had two chances to make this right. They decided to discriminate against my family and me, illegally holding us in custody against our will and finally damaging our property and kicking us out of the ship.

The Cherry on the pie was that they wanted to force us to give them the keys we had for the boat, which is our way to show that we were onboarded and then kicked out.

After I mentioned I wanted to keep the keys, my 78 years mother, who was getting off the boat, was pulled back by a security guard so she would comply with their demands. I had to defuse the customer service and discrimination disaster in front of my eyes and told your staff that I would write to the executive team and C-suite at NCL, investors, the press, or whoever I needed to, and they let us go. We had to wait another 40 minutes on the street in front of the peer 66 entrance until they finally gave us all our luggage.

Food not good and lukewarm at best. Service is terrible have traveled other cruise lines and everything was much better.

We recently retired and took our first cruise earlier this year with NCL. We enjoyed cruising and plan on many more.
We are currently booked on a Norwegian cruise in January 2024 with a promo that includes free airfare for the second guest. However, the flight departure times that Norwegian booked for us are horrible, and after talking to several NCL cruise consultants, as well as their VP of Guest Services, they refused to change our flights even though there are many available flights departing at much better times. We're senior citizens and live 2 hours from the airport, and they have us departing at 6am. On the return, they booked us on a flight that arrives just before midnight even though we'll be disembarking the ship early in the morning. So we'll need to hang around the airport for 12 hours!
We're traveling with others who are booked on much better flights. Norwegian's inflexibility may change our mind about cruising with Norwegian again.

Hello, I'm matt and I toke my family on a holiday cruise. We were on the EPIC and holy cow that was a big mistake, for starters we paid way to much for the cruise. At first I didn't mind cause it was a Christmas cruise, wanted to do something for the family. Getting on the boat was nice. Are room was small but I've learned you don't spend much time in your room, never have. The first night out we paid for a good dinner and enjoyed it. The next day went up for breakfast, lol it was horrible, the bacon was over cooked, the eggs where under cooked and they ran out of syrup for the pancakes, I get that but they didn't refill it. I had to run all over the place to find some. When I said something about it that day I was told it will not happen again. And it did, all week it happened. Now for lunch, the food was so under cooked the it was uneatable the only alternative was to eat at the paid restaurant. For witch you need a reservation to get in.as for dinner, it was just as bad as lunch. We ended up eating pretzel bits all week. For the bar we are not drinkers we drink soda. We would wait in line for 10 minutes just to get a pop, while they would serve all the alcohol first and then look for others. The hot tubs where like warm water baths and the pools were small as hell. We have been on a lot of cruises in the past few years and this was the first and last it with Norwegian, I will not give them a nother cent. Waste of my money and time. We I tried to contact someone about it they hung up on me and I sent a email asking for a refund, and I never heard anything from them since then don't waste your money on them use a different one. I know we are. Me and my wife are going on another cruise with someone else next month. Hope this helps others so they do lose there money and time with them.
Have a wonderful day...

Worst customer service I have EVER seen. We had issues with a flight and our personal cruise consultant never returned emails or phone calls. Asked for a supervisor to call me and that never happened either. We are a group of 22,14 have never cruised before and do not want to cruise norwegian in the future. We will definately choosing a different cruise line for our next trip.

If ever a cruise line deserved to go bust for their total lack of customer focus then NCL must surely head the queue. As in all things human, things can go wrong but that was not the issue, it was the total lack of interest in doing anything about the issues (or even learning from their mistakes) that was so telling with NCL. So our GOLD tier now lies abandoned and we will cruise elsewhere!