Report: #1505493

Complaint Review: Norwegian Cruise Line - Miami Florida

  • Submitted:
  • Updated:
  • Reported By: Sam — Fort Worth United States
  • Norwegian Cruise Line 7665 Corporate Drive Miami, Florida United States

Norwegian Cruise Line NCL booked a cruise for May, 2020 with Norwegian Cruise Line, cruise cancelled. Rebooked cruise for Sept 2021. Canada has banned cruises until 2022. Norwegian Cruise Line refuses to give a refund, stating that when I rebooked I used cruise credit. The agent never told me that I would not be able to get a refund because I rebooked Miami Florida

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My family and I originally had a cruise booked to Alaska in May 2020, paid $10,165.76 on our credit card. The cruise was cancelled by Norwegian Cruise line because of covid-19. In May 2020 I clled and rebooked our cruise to Alaska for Sept 2021, as I understood the reason for the cancellation. Personal family matters and the ban on cruise ships in Canada, family decided that it was better for us to cancel. After rerring to Norwegian website under Book Risk-Free, it states:

For all cruises through October31,2021, you can cancel up to 2 months before sailing and receive a full refund under our modified cancellation policy. After October 2021, our normal cancellation window is for months before cruise vacation.

I called to cancel the families bookings, Feb 23rd, 2021, and was told that we could not receive a refund back to our credit card. When I rebooked the cruise in May 2020 the agent failed to notify me that rebooking of a new cruise would be classed as using Norwegian cruise credit, if I was told that I would have requested a refund. I asked the agent to transfer me to her supervisor, Tiffany, who told me the samething. I told Tiffany that I was not told about the cruise dredit and wanted a refund. She again told me that I can only get a cruise credit. I asked if she couldn't help me to please transfer my call to someone else or give me a phone number of someone who can. Tiffany told me " ther's no-one else, I'm as far as you go". I repeated my request a few more times. Eventually Tiffany gave me the phone number, 800-657-5733, and told me it was the number to the executive line.

When I call the number it took me to the same automated service that I originally called. Meanwhile, I received an email stating that my cruise had been cancelled and my Norwegian account had been credited cruise credits. I never told anyone to cancel my reservation and had to call again. A different agent reinstate my reservation as my family want a refund not credit. The cruise to Alaska is not going to happen, Canada has banned cruises until 2022. The services which we paid for have been cancelled once, and going to be cancelled again.

My family want a refund because of the failure to provide the services which we paid for, and failing to notify us  that when we rebooking cruise you are unable to get a refund. This whole matter is causing a lot of extra stress on my family, especially my elderly in-laws. We don't feel comfortable going on a cruise and probably won't for many years. We just want a refund!

This report was posted on Ripoff Report on 02/25/2021 11:02 AM and is a permanent record located here: https://www.ripoffreport.com/report/norwegian-cruise-line/miami-florida-ncl-booked-sept-1505493. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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