Norwegian Epic Cruise Review to Caribbean - Eastern
Cabin Type: Inside
Traveled As: Family (older children)
Reviewed: 5 years ago
Review SummaryMy family and I live on opposites of the country. My wife and I in New York, and my family in California. We decided to take a cruise for the holidays this year as it seemed a nice way to get us all together. Sadly, i accidentally brought my wife's expired documentation and we were not allowed to board the Norwegian Epic. Not only we're we prevented from participating in the cruise we purchased but there were NO Norwegian representatives at the terminal for boarding. As a result no one was able to tell us what we could expect and how we should proceed. We attempted calling Norwegian, but being as it was Christmas Eve there was no one to answer our call. We couldn't even leave a message. The customer service message simply said to call back on the 26th.
After searching and speaking with a number of people my mother was instructed to board the Epic and seek out a NCL representative there. She did so and was told "in 20 years I have never heard of someone not receiving a credit for re-booking. My family then decided we would all stay behind and try to rebook our cruise for another time so that we could spend the holidays together.
Finally, three days later we were able to get through to Norwegian. After an hour of being transferred and given the run around my mother gave up. I then called and requested to speak to a supervisor a number of times before finally being connected to the Epic Ship Coordinator. She then gave us the heartbreaking news that Norwegian does not offer refunds or credits. Something that almost every other travel service related industry provides.
We spent the next week crammed into a car, moving from hotel to hotel as Florida was insanely crowed the week from Christmas to New Years. Instead of a relaxing wonderful time in the Caribbean we were put through what I can only describe as one of the worst weeks of my life.
We are now trying to contact NCL management hoping to receive some good news that we will be able to partake in the cruise we purchased, but as of now have yet to hear anything positive.
Pros: Turned away and received NO refund/credit.
Cons: Customer Service.