Norwegian Cruise Line Customer Service Complaints - page 2

I planned a holiday of life time with NCL cruises.This was a retirement and birthday cruise for my dear wife.We boarded the ship from Los Angeles for a Mexican Riviera cruise on 09/10/16, after spending two days at sea we got to puero vallarta we were only suppose to be there for the day.We were told due to maintance being carried we will be there next day until five in the evening but did not leave until after mid night there fore two of the other destinations were cancelled so we spent another two days at sea to get back to los vegas.We are very disappointed we request the full refund or another cruise in compensation.This was our second cruise with NCL.I hope this will be fulfilled so that we have the confidence of travelling with NCL in future.

We cruised with Norwegian Epic and are still waiting to get our service charge of $189.00 back. We have sent 3 emails and spoke to a customer service representative who assured me that we would get it in a week or so. Took the cruise beginning of August, this is middle of October. We are still waiting. What a joke, they have lost us as a future customer for the sake of $189.00.

To whom it may concern,,Hello,
My family & I are gold latitudes members & love NCL
But I feel I need to write & air my displeasure about the new NY-Bahamas cruise aboard the Breakaway
We have taken this cruise before,although we usually go to Bermuda
But the kids wanted to do the Atlantis waterpark like we have done before ,(it was a shore excursion that NCL offered & was great)
But now you have changed the DAYS & TIMES' that we will be in the Bahamas & because of that we cannot do the waterpark which is the main reason for cruising to the Bahamas in the first place
I mean who really cares about the days that we will be there,, but now getting into the Bahamas at 1:00 pm !!!!??WHAT'S WITH THAT????? WE MISS OUT ON HALF A DAY! & any full day plans are virtually impossible
The other way we had the whole day to spend in the Bahamas since the ship got in at like 8 am,,this new schedule is ridiculous!!
Needless to say the kids are devastated because one of the best parts of their vacation is now gone for some strange reason

Thanks,,, Dave

Your customer service lines are not really CUSTOMER SERVICE LINES. On hold for 45 min 2xs with no other way of contacting. Your service charges are totally out of line. Shame on me for not reading the fine print. Booked 2 rooms for 4 people and was blown away at $13.50 per person per day. Not to mention the $99.50 service charge per person for the drink packages.
All total $800.00 in service charges after tipping the invisible stewart and grumpy bartenders.Filled out service charge reimbursement form online. I really think they ignored them.

We just sailed the Dawn to Bermuda, cabin 9196, Peter and Bernadette Kozak 8/19/2016. The ship smelled of toiled waste by day 3 and many of the public toilets had out of order signs on many of the stalls around the ship. On our first day in Bermuda, in and around our specific cabin they were doing lifeboat repairs, unloading, banging, hammering, lifting and unloading the four or five boats while we were trying to rest. We called the guest services and Maria felt it was an appropriate time as we were assumed to be going ashore. I told her that work is for dry dock, not to be experienced with that extreme noise by passenger's that just paid $3200 to enjoy a balcony cabin. The work continued, we were brought chocolate strawberries amd.a bottlemail of wine! Our cabin steward Govind was five star and exceptional. The Bartender's in O'Sheehans should be bussing tables with less interaction of the guests. While not one person was at the bar in the late afternoon I asked for a glass of wine waiting for my dinner mates. The bartender looked at me and walked away, returned, walked past me and not untilet I asked for a third time did he actually get menough a glass of wine. Dan the rec director was very funny, perfect position for him but the lounge activities are of a nursing home itinerary. The only one hopping night on board was the White Night. That type of energy and music should have been an every night choice and it was not. Very disappointed, my husband has said it will be his last cruise and because of this experience after having such wonderful memories on the Norway, I'm disappointed.
Thank you.
Bernadette and Peter Kozak

Traveled With Ncl On The Gem This Summer, I Had Such A Terrible Experience, The Room Was Backed Up With Sewer Rubbish, It Smelled Horrible, The Air Conditioning Didn't Work Properly And The Balcony Curtains Had Mildew On Them. I Complained To The Front Desk But They Didnt Even Change My Room Or Offer A Credit. I Will Never Travel With This Cruise Line, Aldo Tipping In Not Optional It Is Taken From Your Credit Card Then You Cant Even Get Thru To Customer Service To Request Any Credit. Terrible, Disgusting And Horrible.

I sent the service charges for on 5-18 and it was returned to me. We went on another vacation to Mexico for 2 months to Mazatlan. We returned last week and just got thru all our mail and I found the return letter. Please call me so you can advise me where to send it. Rose Marie Guajardo Sail date4-16-16 Norwegian Jade.

Years ago (probably about 25-30) I LOVE, LOVE, LOVED NCL. I took a few different cruises and experienced incredible food, with incredible service. I can NOT say that any longer. I think the freestyle eating and prepaid tips have ruined EVERYTHING. NCL used to be great, but now it is just another cruise line. So disappointing. I had such good experiences in the past, that I got my sister and brother in-law to join my husband and I this time. We all felt the same - not so great. I knew the freestyle was going to make it different, but not that different. Before freestyle, you had to choose a time to eat and you were assigned a table. (I didn't think that was so bad). In that dining room there was a waiter and few other staff assigned to a few tables. The service was INCREDIBLE. Also, without having any paid restaurants on board (or none that I was aware of back then) the food was FABULOUS. I even remember a night when the waiters all lined up, and to fun music they did a sort of congo line around the restaurant - I think they were carrying a dessert. It was so much fun and great entertainment. It was memorable and made the cruise special. No more of that. ALSO, the entertainment on my previous cruises was unbelievable! I saw broadway productions - and they were good. Not just lame singing and dancing - EVERY NIGHT!! The magician and comedians were great - but on the previous cruised, you got BOTH. GREAT entertainment at 2 different times, and THEN you also got extra entertainment in another room later in the evening - good entertainment. It was SO MUCH BETTER BACK THEN. I will not recommend NCL to any one, unless you go back to what you used to be. For now, you are not worth it. Next time, I will try Princess or Celebrity. I hear good things about both of them. One more thing - cruise ships need to have separate pool areas for kids and adults. Yes - there were two pools and a designated adults only hot tub - but they were right there together. I work hard for my money and when I take a vacation, I want to be with other adults - not kids. I'm with kids everyday.

My wife and I took the 4/10-17 cruise on the Getaway. We have no complaints with the service on board the ship. However we went to the shopping seminar put on by Kevin and Aisling. We went to one their recommended and guaranteed stores to buy rings. In short the store Silver Creations personnel hustled us and sold us silver for gold and glass for diamonds. We paid and they rushed us to the ship by car so we did not have time to check or notice the receipt. We have a case pending with proof of fraud with the credit card company. They altered the receipt after the fact to read .925 silver and Swarovski stones. We have tried to call and advise NCL but on speaking to an executive secretary in Miami, it was MY TOUGH LUCK.

My wife and I recently cruisediscovered to Bermuda on the Dawn. Left boston on 6/17/16. Weven travel with a large group. We have traveled on NFL many times. Most of us are Gold or Platinum members.

We were very disappointed on this cruise. It was very hard to get a drink. The service was not as good as other cruises. You removed the pearly king and replaced it with a wine bar. This was disappointing because we always enjoyed the atmosphere there. It was a meeting place for us as well as a fun time. We enjoyed the karaoke and the staff. Boston is a pub/bar town, not a wine place. I walked through the wine bar every day and never saw more than six people there.

Also a world about the cigar room. There is not enough ventilation so the smoke comes out into the Catsby lounge. The doors should not enter intoa public areas. Also you make the bar staff go in there for the bar supplies and to wait on customersome. We all know how bad second hand smoke is, so whyso why would you put your staff in harms way.

In closing I would like to add that this may be our last cruise to Bermuda for a while, as we were all dissatisfied with the service.

Thank you

After over a year of drs and surgeries and chemotherapy, my daughter's oncologist stopped all treatment, let her enjoy what time she has,and told us to save and take her away on a nice vacation...we called nowegion, explained her situation and the gal at the other end proceeded to arrange what was to be Dina's honeymoon as well as final vacation. Dina is fighting stage 4 stomach cancer.
Her dad and I were going as her caregivers with her and her husband.
We had this window of time the drs told us.
We made all of the plans and were so excited.
5 days before our voyage on the gem Dina fell...her bones are so brittle she shattered her kneecap. Emergency surgery followed as well as rehab..another battle for her to fight.
We are not travelers...it's been years since our last vacation. We did not take out insurance..never thought of it.
We lost every cent...
Norwegion was less then understanding...drs letters ...hospital transcripts, NBC news...they all fought for us..we didn't want a refund..just the opportunity to go in august..
We were told by one representitive that a lot of people have cancer...HEARTLESS!!
The gal that worked with me thru out the booking stage knew well Dina's story..she knew that Dina and Rob were faced with this diagnosis just a few short weeks after their marriage and this was to be the honeymoon they never got. ..
She knew this and yet never explained to me that this insurance covered the freak accident my daughter incourred.
Not just bad weather as we understood it to cover.
I work in hospitality and would loose my position if I treated a guest so indifferently. The CEO, Mr Andy Stewart was even notified of this and has done nothing to get my family on a cruise while we still can go.
We offered to pay a penalty..or the difference ..but we can not afford to pay all 4 tickets again...April 30th was the day we were to leave on this last wish cruise. We know that our balcony staterooms were in fact sold and filled..they lost no monies..why can't they just let us reschedule and give Dina that dream vacation to fight for..That would be the right thing to do.

We just cruised the Norwegian Gem April 30 - May 7th 2016 it was the worst cruise ever. The staff aboard this vessel were rude and not friendly. The Captain of the ship was rude when telling us we would not be going to the private Island. Every passenger was upset with everything about the ship. People were gathered around the customer service desk on Monday evening yelling an screaming that they had to call security because everyone was so upset with the cruise and we had only been on the ship 3 days. I would not recommend anyone to cruise on the NCL GEM unless you want to be treated awful. The crew members were swearing with each other in front of passengers with children around and not caring. The kids buffet was never opened. This is the worst cruise I have ever been on.

we sailed on Norwegien ouf of Miami on the 18th of april- 22, 2016 . Myself as well as 5 other family members sailed Norwegien for the first time. ON behalf of myself and my family, this is the worst cruise we have ever experienced ! The food choices were awful, one particular employee Revi was extremely rude and impatient to us at the Crossings restauaurant on more than one occasion ( our age group ranged from 50 something years old to 91 years.. WE were evacuated from your private Island after only being there one hour , due to weather condtions. How they let us get on those tenders in the first place with the rough waters was unbelievable, not to mention the horrific ride back to the crusie ship. The waves were incredibly high and the waters were rough! It was very difficult to understand your employee's with their accents, and your guest service desk was not helpful at all, we were even told to get a map of the ship to find other restaurants and casinos ect..., a question would be asked and they literally gave us no information whatsoever. There weren't enough seats by the pool,It was difficult for my 91 year old aunt to clim the steps to the upper deck, not to mention my 81 year old dad and my mom, the servers were not available to us as they were much more accommodating to partying crowds who tipped them nicely to stay close to them. Our room was cleaned partially , we were told shed come back, but never did. just an overall disappointing experience.

I have been trying to get a hold of someone on why I never received my service charges I submitted the forms you asked for in a timely matter? I paid my service charges on both children plus we paid cash tips! There is no reason I need to pay on the adults. I would like my money back!

I have a shell fish allergy the cruise line was notified when we booked the cruise we went to Teppanyaki the waiter was reminded of my allergy well the food was compromised I went to medical three times received three shots, fexofenadine 60 mg tab I was full of hives, lips swollen told to eat very bland, not go in the sun, no drinking The cruise was ruined for us I booked two rooms my reservation March 13-20 NCL Getaway when I asked medical for my records so I could bring them to my doctor they gave me basically nothing saying I was their one day instead of three I'm totally disguised in the way this was handled and I want action I want to be contacted by someone in charge or NCL will hear from my attorney

I have been trying to reach someone at Corporate to talk with them regarding the 5 Haven Suites we just booked on Escape for May of 2017 and have been on hold for more then 3 hours. This is not good business and could cause me to cancel all 5 suites that total more then $45,000.00. Also, we were just on the Jewel for a two-week cruise through the Panama Canal which was not up to par for Haven guest. My husband & I love NCL and always book Deluxe Owner suite in the Haven and are platinum members. I would think we could get better service from Corporate. Corporate needs to take a lesson from the bulters on the ship that give better service then them. CORPORATE CALL

I waited on hold for over 1 1/2 hours listening to the Norwegian loop advertising. I hung up, called back Norwegian and Gill transferred my call to Customer service where I waited on hold for another 1/2 hour saying the next available agent would take my call, but no one did. I suspect it's because I am owed a refund from my December Cruise. Any other number I called with Norwegian is always answered within 15 seconds. Outrageous!!!

We (2 couples) got off the Norwegian Gem March 2,2016. My wife and I were sick with some kind of respatory problem. My sister and her husband got sick the day or two after. While onboard we had been informed that several crew had come down with Norwalk but nothing else was reported. I'm wondering if others got sick while onboard. Overall I thought the crew were excellent but in hindsight I wish I had said something about the man on 12th deck taking drink payment and turning to cough on wine glasses.

terrible. Seems you cabin stewards just toss anything left. I regret leaving an extra tip, let alone the required tips. I left some great photos purchased from your ship for almost $100 and now can't even get a copy of any of them and have zero memories with my kids. I sent a submission 10 days ago and heard silence. I finally called and waited on hold for 25 minutes only to be told they had nothing.

Very very disappointing.

Just returned from cruise florida Bahamas from NYC 02/14/2016 till feb 21. It was my fiirst cruise. On the beginning ship was late for 3 ours. We was sitting on the floor at the terminal. Then insted of coming to orlando florida at 1pm we arrive at 9pm. My child was dreaming to visit Disney world. We spend all night at the port. Next day we had 4-5 hours only to explore orlando. Than we sail to Bahamas also very late and didnt have the apportunity to visit private island. Than in Nassau Bahamas we had very little time to visit the island 5pm we run back to the ship. Very dissapointed on this vacation. And in Taste resteurant thay serve meal to me with long hair on the plate. Waist of money.

Just returned from a ncl cruise on the spirit to the Caribbean.
My complaint: food was comparable to Golden Corral restaurant. Same menu as buffet.
This cruise was given to us by a casino in Nevada. But it was not free. We had to pay a casino promotion fee plus cruise tax.
now we have $650.00 for 2 invested in cruise.
ok. Fine. Now our room is inside cabin. Ok.fine.
but....it's located under the buffet kitchen.
all night noise unbearable to sleep. Anyone, when you book, know where the kitchen is, preping starts at midnight until 5:30 in the am, then breakfast starts at 6:30.
next, if you like the casino, which is why we were rewarded these tickets, be prepared for the worst. The casino is not ventilated correctly and the cigarette smoking is so bad that we both had severe sinus infection and ruined our entire vacation and beleive me I was not the only one complaining. Several people would not even enter that room because of the putrid smell.
Why can't they eliminate one of those restaurants and have another casino for non-smokers..beleive me the money was spent and lost on gambling.
It's unfair that we had to avoid something we enjoy. I understand the the smokers have their right and I am not judging them. Just make it comfortable for the non-smokers and give us our right to breathe fresh air and enjoy what we like doing. Playing slots.
we have gone on many cruises and were excited about this one, because it now travels out of Port Canaveral. It will be the very last time. The experience was horrible and am still suffering from a bad cold received on board the ship, which I would say 50 percent of the people on board were sick with colds. Its a big germ carrier, in my opinion..think twice before booking. There
are no frills. Those days are gone. No activies, no fancy meals, just their hand in your wallet and paying for service daily. Weather you like it or
Not.

This is the first .time we have book through Norwegian Cruise Line. I hope the experience gets better. Rude sales people changing prices, lack of caring is apparent. I would advise everybody to at least wait until the last minute to book you cruise with this company. It will be half the cost. Do not listen to the sales people, they are like all other sales people

Be ready to be on hold for 30-40 minutes!
Said I would get a call back in a couple days...had been a couple weeks!
Hate to stay on hold again for another 40 minutes, but have no choice if I want an answer! This is my 3rd call for my issue!

I left the sky ship this morning in Miami . I may have left one teva sandle behind in my cabin zesut is my last name



I tried. Calling but no one ever answered the phones �°�¸�?�¥ I would appreciate a response to this email . I phone



This was my first cruise ever overall I was pleased with the service but not being able to reach a real person via your customer service Dept does not impress me

NCL DAWN cruise on 12/20/15: Free Style means you never really get a reserved dining time. Every night needs a separate reservation, and times are never when you want them. Extra cost dining is pushed constantly. MY wife was food poisoned by escargot in Le Bistro, and Dean Smith Maitre D' Hotel refused to even refund the extra cost dining surcharge, without a doctor's visit onboard for a $149 fee. BTW the doctor's office is open from 8AM to 9:30 AM ONLY, or by extra cost special emergency appointment. Service was really poor in restaurants, as tips were guaranteed, and you never eat in the same place twice. We gave cash tips to stewards and those who really served us, BUT now ONE MONTH later, I still cannot get refund of pre-paid tips. New majority China & Malaysian ownership has reduced NCL to a only profit motive line. All pre paid extra cost packages are a promotional rip-off, with extra service charges added on in addition. Just really felt like a number making profit for the owners, not any cruising fun here anymore.