joannmarie53
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Posts posted by joannmarie53
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We are well aware we may have had the same situation with another cruise line, but that doesn't make this right. We also had trip insurance, but if you check the policy it does not cover this situation. We understood that having read the policy.
The whole point is that Norwegian sent us a notice that they will reimburse us for 2 of the 7 days of cruise fare because they were unable to provide the service for those 2 days. They did not state in their letter any requirements to receive the refund, such as having to arrive in a hurricane and several days later.
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Before you decide to book a cruise with NORWEGIAN, read this ….We paid Norwegian for a one week cruise in Hawaii departing in August. Unfortunately, hurricane Lane arrived and we were scheduled to fly into Hawaii at the height of the storm. Lane was a category five, a state of emergency had been declared by the governor of Hawaii, a federal disaster declaration issued, and the Honolulu harbor was closed. With the harbor being closed, Norwegian decided that our cruise was going to be delayed 2 days and we received a notice from Norwegian stating that we will receive a refund for the value of two days of the cruise fare.Because of the seriousness of the storm, our airline offered us a waiver to reschedule up to one year from the booking date, so we decided to accept the United Airlines offer and felt relieved that at least we had Norwegian's 2-day refund.After a couple weeks of not receiving the refund, we were told that we will not be receiving it because we were unable to arrive in a hurricane for the delayed sailing date determined by Norwegian. In other words, we supposedly canceled. We did not ever cancel, we were unable to arrive in a hurricane! After several appeals to Norwegian they refuse to follow through with their written promise to refund the 2 days of cruise fare that we paid for when Norwegian was unable to sail.Norwegian claims that "the safety and comfort of our guests and crew is always our number one priority. " Apparently not when it affects their bottom line.SO BOOK YOUR CRUISE WITH ANY OTHER CRUISE LINE THAT HAS BETTER CUSTOMER SERVICE! THEY DO NOT CARE ABOUT THEIR CUSTOMERS!
Norwegian's Poor Customer Service
in Norwegian Cruise Line
Posted
We appreciate everyone's comments. We have traveled with NCL (and others) several times and always felt they were excellent. We took several months to initially post here in the hope of reaching a resolution with NCL. After a great deal of communication with NCL, they decided they could not change their "policy."
Attached is one of three documents/texts stating that we will receive a 2 day refund. We relied on the communication from NCL and believed this was a promise for a 2 day refund of the cruise cost. We felt since NCL could no longer provide 7 days, we would be refunded for the 2 of the 7 days that we paid. We understood we would lose the remaining 5 days.
NCL America itin chg due to Hurricane Lane Aug 25 2018 highlight.pdf