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Report: #1535180

Complaint Review: Norwegian Cruise Lines - Miami Florida

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  • Reported By: Avelino — Las vegas United States
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  • Norwegian Cruise Lines 7665 Corporate Center Dr. Miami, Florida United States

Norwegian Cruise Lines NCL Bait and switch- selling excursions to hook the cruise and then cancel 70% Miami Florida

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As a travel agent for the largest Wholesaler of travel, as well as cruises, I was shocked at the mis-representation and care less attitude NCL put my wife and I thru during our latest cruise.

Both 72 years of age ,we saved for 3 years for this bucket list cruise. After researching, we decided to contact NCL. After looking at the cruise options, we initially were not impressed with what they offered on board, however, the NCL agent was very convincing when it can to all the “Excursions “ and add ons.

That said, our cruise turned into a lot more then what we budgeted for, however, the NCL agents were quite convincing regarding the add on excursions. So while we weren’t really trilled with the cruise itself, we were stoked about the 7 packages we bought (for excursions & extras), all booked thru NCL.

That said…

·        We started out our cruise, arriving at our cabin and finding out that The Behind the scenes tour for the 2nd day at sea- was CANCELED, with no reason was given.

·        The next day, at sea, my wife became extremely seasick. Now on our previous 15 cruises (with other companies) she would get a shot two days before (costing $50-$150). However, this time she didn’t and when we rushed her to medical, the sea sickness was nothing compared to the RIP-OFF of $2,500 in medical costs that you charged us.  We gave you ALL the information from our insurance policy and our travel medical insurance but they refused to accept it and told us that it’s cash only (charged to our on board account). OUT $2,500

·        Next…We arrived at Sitka, to discover that The Sitka Culinary Adventure- CANCELED

·        Next…It was Skagway. The Best of Skagway Railway- False advertising…nothing like we were promised. This was a bus ride to a hill billy theater for a outdoor overcooked rainy meal at 11:30 am (the write up states that the meal was the last stop); followed by the Red Onion Saloon…which was a glass of watery champagne and short tour of the 2nd floor and goodbye (and I mean short…three rooms and 5 minutes). There was no dancing, no barmaids, in fact, there wasn’t even a place to sit and no time to get a drink as we were rushed on the bus; and finished off, with the train ride. In fact the best thing about the excursion was RJ the tour guide…we tipped her $100 because she made the trip. False advertising

·        But it didn’t matter because we knew we had The Helo and Glacier walk- this is why we booked your cruise…this was to be the highlight. Ah, but when we arrived on the pier and prepared to board the bus…it was CANCELED

·        So the guide for NCL directed us to The Mountain Tram- to purchase an excursion Tram ride over the mountain...got to the front of the line…and CANCELED

·        We the had a special side tour planned for the town of Ketchikan- but NCL decided to cancel the port- CANCELED

·        Last day at sea…we had pre-paid and booked a couples salt massage. The invoice stated couples massage, it was on the books as a couples massage and the receipt stated PAID IN FULL COUPLES MASSAGE. But when we arrived, we were told that your system had an error and actually it charged us only $298 and it should have been doubled. We refused to pay another $298 and told them to cancel thee massage. But we were informed that we either use it or lose it, we cant cancel. After demanding to speak with the manager (10 minutes) we were finally refunded our monies. CANCELED.

·        Than to top off our nightmare trip, we went back to Cagney’s (which by the way, the food was incredible and Rohan (the manager) was the best. We had our meal plan for 6 nights and ordered the same thing we ordered. This time we had an iced tea and a ginger ale.  The bill came and the food was zero but we were charged $22 for iced tea and a ginger ale.

·        Finally, I have looked over all of the advertising for the cruise and excursions and no where does it say that there is a possibility of 50-70% cancellation of our excursions, if it did we would have booked another cruise line. 

What makes it even worse, we paid over $350 for unlimited internet for my wife, which worked only 25% of the time but when it did, you couldn't stream, and emails took forever to load. When we asked Guest services about it, they stated, "Sorry, the weather is affecting it". Seems like the weather not only affected your excursions & internet but your customer service...or lack there of.

Now, cancelations can happen…one or maybe two, at most. BUT SIX (6) cancellations?

So while we were in the towns (with the canceled excursions) we noticed that ½ of the stores were closed. We finally started asking the locals what was that all about. They stated I quote, “This is the time of year that the vendors close up for the winter…beginning Sept 15th. After that it is straight rain and cold.” The next shop owner stated, “I don’t want to be open but NCL decided to extend the season, into our rainy cold time of the year. I want to close up but I can’t”. And finally this from a large two shop owner….”We have petition the cruise ships to end the season (as in the past) on September 5th because of the weather. In fact, the cruise lines admit, there will be 40-70% cancellations on the excursions…but the passengers still have their cruise. So too bad.”

So now we know why the 6 cancellations took place. It’s called bait and switch. Get me to pay over $8,000 for a cruise w/excursions. Cancel the excursions and they still have all the money we spent on the cruise, and on the ship, because of the cancellations.

Needless to say, when we returned home we wrote an extended letter of dissatisfaction for the cruise, our concern for what appeared to be bait and switch and the fact that while they refunded all of the cancellations, we were left on a rocking ship that cancelled all the excursions and even a port. Was there any compensation they wished to offer. 

The response was an insult and ELDER ABUSE! They made excuses for each of the cancellations, questioned “Whats the problem, you got your money back…but we will give you an on board $75 credit for a future cruise”. No apology! No we will investigate. No addition compensation. Nothing.

This report was posted on Ripoff Report on 12/05/2024 01:00 PM and is a permanent record located here: https://www.ripoffreport.com/report/norwegian-cruise-lines/miami-florida-ncl-bait-switch-1535180. 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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