Worst cruise line! Worst customer service!

Norwegian Encore Cruise Review to Alaska - Inside Passage

frekals

Contributor Level: Deck Hand

Cruises: 2-3 cruises

Review: 1

Helpful Votes: 11

Overall rating:

1.9 out of 5

7 Night Alaska: Glacier Bay Skagway & Juneau (Seattle Roundtrip)

Sail date: May 21, 2023

Ship: Norwegian Encore

Cabin number: 5101

Traveled as: Family (young children)

Reviewed: 5 months ago

Review summary

A very brief summary … Norwegian requires every single person on the ship, minor or adult, to carry a room key card at all times. However, what they failed to tell us was that these “room” key cards are also linked to my credit card. This means my children can use these “room” key cards to buy anything they want on the ship. We found this out the hard way. My 13 year old , autistic son, was able to charge over $300.00 in arcade charges in one day to our account without our permission. If we had not checked our cruise account on the tv the first night who knows how much he would have racked up. When we went to management they said it is their policy to link all cards to the our credit card so they can each be used as such, regardless of the age of the person or our consent apparently. They stated if we did not want my children to have this privilege then we would have had to call them and put a block on the account. I expressed that this was unacceptable and to allow my child to use my credit card without my permission is fraud. Their policy should be the other way around , as I repeatedly explained to management. All key cards given to minor children should automatically be blocked from using their card as a credit card. Then IF , and only if, the parents would like to give access to their children then the parent can unblock it. We spent hours with several managers on the ship who all swore they could not rectify the situation and reverse the arcade charges. They insisted we had to fight this on land. So, here we are fighting this on land only to receive the same lack of accountability for their fraudulent policy and inexcusable lack of customer service. I have taken this complaint to the BBB, 3 on your side, and just filed a complaint with the attorney generals office. The company has only responded once and refused to refund my money. No parent , in their right mind would allow their children to run around the ship with their credit card (they call a "room key"). This is fraud and they are 100% responsible for any charges my minor child was able to charge without our consent. Not to mention, their lack of customer service ruined our entire cruise. I would steer clear of this cruise line.