Norwegian Cruise Lines

There was tons to do. We went to every port and it was smooth sailing until the very last day at sea, but it did not bother me - I gave my sea bands away. The pool was small, but I don't really spend time at the pool so no big deal. The hot tubs were almost always packed - some with kids - that was irritating. But overall, I give it a 4 star and I am planning my next cruise. I loved it so much! The spa was excellent also and had a couple of excellent massages. I would do things differently on my next cruise, but that is all on me. Don't let them sell you on extras!!!!

The adult only indoor pool in Royal's ship was a very nice amenity, too and was open to all. When I booked our very first cruise (ever) it was with Norwegian and I joined the Latitudes Club. That very first time I was assigned a personal representative and she kept in touch before and after the cruise. Subsequent reps for the company have been in touch with annual phone calls and occasional emails with offers. These contacts are not too frequent or bothersome and have resulting in 2 bookings with some great deals. I appreciate the customer service and having a dedicated person to call/email with questions. I also joined the "clubs" of Royal and Carnival but have never heard from them again (other than an occasional generic ad). No one from those lines pursued my future business. A loss for them.

So after realizing we had no chance for the refund on the 14th we began trying to quickly find a way to take advantage of the 20% off on future bookings made by the 15th. At this point we realized the scam was getting deeper. They had raised prices and repackaged the offers to remove any benefit to re-booking. We thought with a 25% premium credit on for future bookings and 20% off if booked by the 15th perhaps we could end up with more value for our purchase and it may turn out ok, maybe even a credit towards another cruise along with the one already purchased. NO CHANCE. NCL has done a lot of work to make sure you as the consumer lose in this COVID 19 mess.

The best we could do with 125% of our purchase price and 20% off future cruises was to book the same basic cruise a year later while they keep our money and end up with a small credit balance. The small credit is not worth taking a future cruise to get so you just lose it. Thus the 20% off and 25% extra is completely a scam to force you into booking quickly when they refuse a refund.

One would think there will be significant discounts on cruises once things open back up to get people back traveling, especially on airlines and cruises as they stand to have the worst losses in this mess. My suspicion is that is the reason for the 20% scam discount on future cruises if booked by May 15th. They are trying to shake out everything they can from people who have already paid them before they have to start discounting in an attempt to fill the ships. Let's hope they don't go bankrupt before next year and we lose everything already paid which is a very real possibility for many travel related companies. After many NCL cruises this will now be the last.

I complained to NCL about the length of time and I did get a “boiler plate” response to an online complaint yesterday to NCL’s Guest Relations area, but if failed to address the commercial reasonableness of 90 days for a refund. That amount of time to process an electronic credit to my credit card is simply not reasonable. I suspect that NCL is delaying refunds to allow it to use my and other passengers' money for as long as it can. NCL has already had the use of my payment in full for almost four months. I saw in SEC filings that NCL very recently borrowed $1.55 BILLION and several of its senior executives are selling NCL stock.

I would not send any money to NCL at this time. I think that the facts noted here raise concerns about the security of any money sent. I simply want my full refund credited to my credit card which should take no longer than 10 business days from the date I was permitted to make that request, i.e., April 13, 2020 plus 10 business days is April 27, 2020. Any time beyond that should include interest.

On March 5, 2020, I called two different direct group sales specialists in the NCL Sawgrass, Sunrise, FL office. I spoke with Frank **(**) at 9:14 AM and 4:28 PM and Paula ** (**) at 6:07 PM. Both group specialists informed me that the deadline for final payment (and deadline to cancel with a full refund) had been changed from 120 days prior to 90 days prior. They both told me, in separate phone conversations, that my new deadline to cancel with a full refund would be March 22, 2020. I relied on this information and deferred my decision to cancel. Over the next few days, I discussed the possibility of canceling the cruise with the other 14 family members on my reservation. On Monday, March 9, 2020, I called and tried to cancel all 6 cabins. I was informed about a new "Peace of Mind" policy. I was also told that the previously announced 90 days prior to sailing cancellation policy would no longer be honored.

For some passengers, the new NCL "Peace of Mind" policy (which offers a Future Cruise Credit or FCC) is very generous and consumer-friendly. However, for my particular situation, I did not want to reschedule my cruise - I wanted a full refund. NCL has reneged on their 90 day full refund policy announcement. Once the NCL reservation staff notified me about the new 90 day refund policy, I feel strongly that the company has a moral and ethical obligation to honor that policy (allowing me to cancel for a full refund NLT March 22, 2020). I spoke to Ms. Mary **, a reservation supervisor in the NCL corporate office, at 3:30 PM on March 9, 2020. I explained my situation in detail. Ms. ** refused to honor the 90 day refund policy and refused to give me a full refund. I asked to speak to her supervisor (Mr. Jonathan **). Ms. ** refused to provide a phone number for Mr. **.

Ms. ** informed me that she was the "final decision authority" regarding refund requests. I spoke to Ms. Jordan **, a reservation supervisor in the NCL direct group department, at 1:50 PM on March 16, 2020. I explained my situation in detail. Ms. ** refused to honor the 90 day refund policy and refused to give me a full refund. I am asking NCL to do the honorable thing and stand behind the 90 day refund policy and provide me a full refund for all 6 of my cabins.

I wrote a letter to the CEO on March 16, 2020 but did not receive a response. I also made a formal complaint to the southern Florida Better Business Bureau (BBB). Norwegian wrote back to the BBB and denied my full refund request. My Desired Resolution: I am asking NCL to do the honorable thing and stand behind the 90 day refund policy and provide me a full refund for all 6 of my cabins in the amount of $41,607.10. After this experience, not likely I will cruise with Norwegian in the future.