Our cruise was rerouted from Bermuda. NCL sent only SMS with notification less than 16 hours prior to sailing, saying all details are sent by email. The email never came, either that day or ever since. I called their customer service and was notified that the cruise goes to Canada, but we could not sail because Canadian COVID restrictions were different from those of Bermuda. And yet, NCL refused to refund us, and only offered credit, which, supposedly would take them 3 weeks to issue and which would be valid only through August 2023. As of now, it's already 5 days past this promised day and no credit was issued. Also, NCL promised to facilitate a refund of fees we paid to the Bermuda government for authorization ($40 per person). Needless to say, nothing was done in this regard either. NCL refused to provide me with written confirmation of itinerary alternation, despite this obviously being public information (2 hours on phone with 5 people from 3 different departments). I had to file an official request to obtain this confirmation for the travel insurance. We also filed a claim with them requesting a refund, in which we referred to numerous clauses from their own terms and conditions. They rejected our claim, citing some other clauses from their terms and conditions. In other words, they are trained to use legal casuistry, chicanery and fine print, to twist and interpret their terms and conditions in a way that you as a customer, are never right. Also, their representatives tend to hang up on you when they don't like the direction the communication is headed. Their claims department coordinator is totally cynical and unprofessional. But, when I was looking for public confirmation on the alternation of the itinerary, I found that we are not in the worst position. Those guests whose vaccination status was in compliance with new route were even denied the option to cancel for credit. They were forced to either sail or lose their money, regardless that the offered alternative by any means not an equivalent replacement, not by value, not by experience. Imagine how their Canadian guests were supposed to feel. I know NCL is cheaper than other cruise lines, but keep in mind they most likely going to ruin vacations in every possible way, from awful service on board to holding your money without providing any service at all. Just read the reviews and you will see no saving is worth this.
