Complaints

This profile includes complaints for Norwegian Cruise Line's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Norwegian Cruise Line

  7665 Corporate Center Dr Miami, FL 33126-1201

• 

  Norwegian Cruise Line

  711 12th Ave New York, NY 10019

• 

  Norwegian Cruise Line

  1811 Princeton Lakes Dr Brandon, FL 33511-2231

• 

  Norwegian Cruise Line

  7300 E. Hampton Avenue Ste. 102 Mesa, AZ 85209

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****** multiple times on different cards without proper explanation or consent, and resolving these issues was extremely stressful.I have filed a claim through my health insurance but am unsure what will be covered. Im requesting assistance from Norwegian to help with the remaining balance or, if thats not possible, to explore other ways the company can compensate for the experience and financial strain.Thank you for your time and attention. I look forward to hearing from you.

  Business Response

  Date: 07/18/2025

  Good day,

  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
  
  Please be advised that the consumer currently has a case open with our post-cruise ************************* regarding these concerns. One of our Guest Experience Coordinators is working to research their concerns and advised the consumer on 14 July 2025 that a review is in progress. We kindly request an extension through Friday 25 July 2025 to provide a response to the consumer and properly address their concerns.
  
  We greatly appreciate your consideration and this opportunity to assist in resolving the consumer's concerns. 
  
  Kind regards,
  
  ***** *.
  Guest Experience Coordinator
  Norwegian Cruise Line

  Business Response

  Date: 07/18/2025

  Good day,

  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
  
  Please be advised that the consumer currently has a case open with our post-cruise ************************* regarding these concerns. One of our Guest Experience Coordinators is working to research their concerns and advised the consumer on 14 July 2025 that a review is in progress. We kindly request an extension through Friday 25 July 2025 to provide a response to the consumer and properly address their concerns.
  
  We greatly appreciate your consideration and this opportunity to assist in resolving the consumer's concerns. 
  
  Kind regards,
  
  ***** *.
  Guest Experience Coordinator
  Norwegian Cruise Line

• Initial Complaint

  Date:07/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23548442
  
  I am rejecting this response because:

   

  Norwegian has acted with gross negligence since we first boarded their ship, which is why I needed to reach out to the BBB. If I acted negligently, or it was my fault at all, I would not be asking for a resolution.I would accept responsibility. And I expect *** to do the same. They made me very sick, denied medical care which jeopardized my life, then price gouged me.Saying they want to make more money off me by buying their insurance policy doesnt mean they have no responsibility for their actions. 
  
  Sincerely,
  
  ***** *****

  owed me in earlier. The ******* of our room said it is common for people to have bad reactions to the chemicals they use and they have to wash sheets separately with no detergent and not spray chemicals in the rooms. There were additional complaints, like loss of enjoyment of the trip, broken luggage, had to buy a wifi package etc. that I would also like Norwegian to be held responsible for. I have never had such a bad experience while traveling or had so little accountability by a company who has wronged a customer so badly.

  Business Response

  Date: 07/07/2025

   

  Good day,
   
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
   
  Please be advised that the consumer submitted a case to our post-cruise Guest Experience division. 
  
  Kindly refer to the attachments showing the letter we have sent to them via email.
  . 
  Upon an additional review of their submission and our response, we have determined that their concerns have been addressed in line with our policies
  
  Feedback from our valued guests is vital to the continued success of our organization, and we sincerely appreciate the consumer sharing their impressions. 
  
  While we regret any disappointment the consumer experienced. We recommend guests purchase travel protection to cover unforeseen circumstances, such as the consumer encountered.
  
  In light of this, we must respectfully advise no compensation is due. 
  
  We appreciate this additional opportunity to review and respond to the consumer's concerns.
   
  Kind regards,
   
  ***** *. 
  Guest Experience Coordinator
  Norwegian Cruise Line

  Business Response

  Date: 07/17/2025

  Good day,
  
  Thank you for contacting our offices once again with regard to our previous replies.
  
  It has been brought to our attention that our efforts have not satisfactorily resolved the consumer's concerns. As such, we have conducted an additional review of the consumer's case and our correspondence.While we regret to learn to learn that they remain dissatisfied with our responses, we must respectfully advise that our position on this matter remains unchanged. As such, it is with regret we must advise that we are unable to extend any further consideration for compensation in regard to the concerns they expressed.
  
  We appreciate having this final opportunity to address the consumer's concerns, and certainly hope that, over the course of time, they will consider Norwegian Cruise Line in their future travel plans.
  
  Kind regards,

  ***** W
  Guest Experience Coordinator
  Norwegian Cruise Line

  
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23548442
  
  I am rejecting this response because: this is the same lack of accountability that I've received since they made me very sick. We paid them over $10k for this family vacation for them to harm me, ruin the trip, and price ***** us. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to add to my complaint. On this same cruise, in March 2025, guest services on the ship told me that they would not allow me to exit the ship without a ************************. They said this was the case for two of the stops. This vaccination was more than $600. I obtained the vaccination and gave them my vaccination card. Turns out, everyone was allowed to get off the ship, regardless of this ************************. Some friends I went with, they did not get the vaccination, and they were allowed to get off the ship. No one even asked or checked upon exiting the ship. I spoke with at least 10 other people, 9 of which had not received the vaccination. They too, were not asked to provide proof of vaccination.

  It is an outright lie to tell someone they will not be able to leave the ship unless they don't get a vaccination. It was never mentioned before until I asked the front desk. This vaccination is about $45 on the mainland. It's blackmail to tell a guest they have to get a $600-$700 vaccination or they can't leave the ship. I total lie to get someone to pay an outlandish amount of money for their profit.

  As if lying to a guest like that isn't bad enough, they LOST my vaccination card. I've had this since I was a child, a long history of vaccinations. Old an worn vaccination card. Gone, they didn't care, like it was no big deal. They just told me to go back to their medical clinic and they'll give me a new one. "next guest please."

  Then, of course, they lost my luggage. I rearranged a flight and several hotel stays to wait for my luggage. At my expense, of course. I'm traveling for the rest of the year, it's not like I went home and settled for some of my other clothes until the luggage returned. This is literally ALL of my clothes. To hear that they won't help reimburse me for two pair of clothes is absurd. I had to throw some clothes away, too, to fit these new clothes in my suitcase, as it's absolutely full.

  I'm in the process of sending letters to the CEO and a few other higher up *** employees to complain. Writing reviews online to warn others about their vaccination scam for $600.

  In lieu of financial reimbursement, I request an onboard credit in the amount of $900. It pains me to admit that I had already had a second cruise paid for in booked for on Norwegian Prima from ****** on September 28, 2025. I will never use Norwegian again, but I'm not going to cancel the trip because my friend already paid for their portion of the cruise, airline, and hotel for a few days before. So, instead of "reimbursement" I request an onboard credit for this cruise. Please look for my vaccination card, it cannot be replaced.

  Thank you--- **** ******.

   

  Business Response

  Date: 07/07/2025

   

  Good day,
   
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
   
  Please be advised that the consumer submitted a case to our post-cruise Guest Experience division. 
  
  Kindly refer to the attachments showing the two letters we have sent to them via email.
  . 
  Upon an additional review of their submission and our response, we have determined that their concerns have been addressed  in line with our policies
  
  In light of this, we must respectfully advise no further action or compensation is due. 
  
  We appreciate this additional opportunity to review and respond to the consumer's concerns.
   
  Kind regards,
   
  ***** *. 
  Guest Experience Coordinator
  Norwegian Cruise Line

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23541066
  
  I am rejecting this response because:

   

  Please see additional comments posted a few minutes ago. They told me I can't get off the boat without a ************************. I obtained one for about $650 on the boat. This turned out to be a complete LIE and blatantly trying to blackmail a guest. They never checked when I got off the boat on the stops they said I needed the vaccination. Some friends who went on the cruise with me didn't get the vaccination. They weren't checked, either, no one even asked. Ten or more other people I spoke with after the stop didn't get the vaccination either. No one ever asked or checked.

  So, they flat out lied to me at guest services when I asked about vaccinations. "We are not able to allow you to disembark on our stops" is a complete lie. They did, everyone i spoke to could.

  $650! This vaccination is $45 onshore. It's one thing to prefer a guest have a vaccination, but to literally lie to them for an excessively priced profit is blackmail and a lie.

  Oh, and they lost my vaccination card. I've had this card since I was a toddler. When I asked for it at the end of the cruise, they could not find it. So, they lost my only vaccination card. Plenty of vaccinations, COVID, etc, all gone. They lost it. AND they charged me $650 through blackmail.

  Obviously, they lost my luggage, too. There is a clear lack of responsibility on the part of *********. It's not like I went home and wore my less-used clothing until my luggage was returned. I had one more year of travel. I rearranged my flights, hotels, at my own expense, of course. Stayed in ************ two whole months because of luggage.

  It pains me to say this, but I had already booked another cruise with them for later in the year. I will never use Norwegian again, but I'm not going to cancel on my friend, who already paid their portion of the cruise, airfare, hotel. Norwegian Prima from ****** on September 28.

  If your policy is not to reimburse people, then I request a cruise credit for $900 on this cruise, no less.

  Please return my vaccination card, a lifetime of vaccinations cannot be replaced. Learn how to not lose people's things!!!!!!

  I'm writing letters to CEO and a few other people and warning others online about your vaccination scam. You need to take responsibility for losing people's things.

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/16/2025

  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
   
  We have received the consumer additional concerns and we are currently reviewing. As such, we have reached out to the respective departments to find a resolution for the consumer. 
  
  As we are waiting on their reply, we kindly request an extension on this case through Friday 27 July 2025.
  
  We greatly appreciate your consideration and this opportunity to assist in resolving the consumer's concerns. 
  
  Kind regards,
  
  ***** W
  Guest Experience Coordinator
  Norwegian Cruise Line

  Business Response

  Date: 07/16/2025

  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
   
  We have received the consumer additional concerns and we are currently reviewing. As such, we have reached out to the respective departments to find a resolution for the consumer. 
  
  As we are waiting on their reply, we kindly request an extension on this case through Friday 27 July 2025.
  
  We greatly appreciate your consideration and this opportunity to assist in resolving the consumer's concerns. 
  
  Kind regards,
  
  ***** W
  Guest Experience Coordinator
  Norwegian Cruise Line
  

• Initial Complaint

  Date:06/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: Norwegian Cruise Line Booking Number: ********* Date of Cruise: 05/31/2026 I am filing this complaint against Norwegian Cruise Line (NCL) due to their unacceptable handling of a serious incident that occurred during our recent cruise. My family, including our children, were subjected to racial profiling by another guest, who made a false accusation. Instead of conducting a fair investigation, *** security staff removed our children from a space we paid for, publicly humiliating them and placing them in an unsafe and emotionally harmful situation.Despite repeated attempts to resolve this matter directly with Norwegian Cruise Line, the company has refused to offer a cash refund. Instead, they offered a 10% cruise credit (valid for only 12 months), which we find entirely inappropriate given the severity of the incident. They have now closed the matter, stating that their policies were followed, and no further action will be taken.This is not a policy issue it is a matter of discrimination, poor crisis handling, and a complete lack of accountability. The companys internal review failed to recognize the seriousness of racial profiling and the emotional distress this caused our family. Their refusal to issue a cash refund for a clearly mishandled situation is unacceptable.I am requesting a full or partial cash refund for the portion of the cruise experience that was disrupted by this incident. I also expect a formal acknowledgment of the harm caused, and an assurance that appropriate training and procedures will be reviewed to prevent similar experiences for future guests.

  Business Response

  Date: 07/01/2025

   

  Good day,
   
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
   
  Please be advised that the consumer submitted a case to our post-cruise Guest Experience division. 
  
  Kindly refer to the attachments showing the three letters we have sent to them: two from a department coordinator and one from the department supervisor.
  . 
  Upon an additional review of their submission and our response, we have determined that their concerns have been addressed in line with our policies
  
  In light of this, we must respectfully advise no further action or compensation is due. 
  
  We appreciate this additional opportunity to review and respond to the consumer's concerns.
   
  Kind regards,
   
  ***** *. 
  Guest Experience Coordinator
  Norwegian Cruise Line

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23516388
  
  I am rejecting this response because: 

  NCL failed to settle this matter with me.  They merely sent emails that they would not help.
  
  Sincerely,
  
  ******* *******

  ltural ************** for premium service? Nonexistent. The ****** and concierge might as well have been fictional. We were overcharged for go-kartstwiceand staff admitted fault but failed to process the refund. The mini golf course was closed, and while we were told wed be refunded, nothing ever came.And the food? Subpar at best. Inconsistent, poorly prepared, and nowhere near the quality *** claims in their luxury marketing.All of this was reported to ***, and their response? Refusal to take any action. No refund. No accountability. Not even a gesture of good faith.This was a bait-and-switch operationoverpromise, underdeliver, and ignore the fallout. If you're considering Norwegian Cruise Line, think again. You're paying luxury prices for budget-level chaosand if anything goes wrong, NCL will shrug and walk away.

  Business Response

  Date: 06/27/2025

  Good day,
  
  Thank you for contacting Norwegian Cruise Line on behalf of the consumer.
  
  Please be advised that the consumer submitted a case to our post-cruise ************************** and, upon review, their concerns have been addressed in line with our guest service standards. Kindly refer to the attachments showing the responses we have sent to them; two from a department coordinator and one from a department supervisor.  
  
  In light of the above, we must respectfully advise that we are unable to honor the consumer's request for compensation. 
  
  While we apologize for any continued disappointment, we appreciate this additional opportunity to review and respond to the consumer's concerns.
  
  Kind regards,
  
  ***** *.
  Guest Experience Coordinator
  Norwegian Cruise Line

  Business Response

  Date: 07/03/2025

  Good day,
  
  Thank you for contacting our offices once again regarding our previous replies.
  
  It has been brought to our attention that, despite our best efforts, we have not satisfactorily resolved the consumer's concerns. In an effort to provide the highest level of service, we have reviewed their case once again.
  
  Upon review, we have determined that their concerns have been properly addressed in accordance with our policies. Feedback from our valued guests is vital to the continued success of our organization, and we sincerely appreciate the consumer sharing their impressions. While we regret any disappointment caused, we must respectfully reiterate that we are unable to honor the consumer's request for a refund and our decision remains firm.
  
  We appreciate this final opportunity to address the consumer's concerns and certainly hope that they will understand our position in this matter. It is our hope that, over time, they will consider Norwegian Cruise Line in their future travel plans.
  
  Kind regards,
  
  ***** *.
  Guest Experience Coordinator
  Norwegian Cruise Line