We are excellent customer of Norwegian cruising with them once or twice per year, we were Platinum (or maybe Diamond) members. We decided to take our first trip to Europe booking a cruise that left Rome and cruised Greece and back to ports in Italy. It was our dream trip with our daughter and mother. First time we booked directly through NCL. They booked flights and cruise. Flight was a connecting flight that took off the night before the cruise but was still cutting it close. We advised the NCL rep that we didn’t like the connecting flight and that it didn’t give time if something was going to happen, like a flight delay. He assured us that it was the job of NCL to get us to the ship and if we did miss the ship in Rome they would get us to the first port being Santorini. Of course, Air Portugal was a few minutes late leaving Newark, NJ and upon landing at Lisbon (Portugal), we were held in the tarmac for over 30 mins. Connecting flight was missed at no fault of ours. NCL did nothing to help! Forced us to fly into Rome after spending 15 hours in Lisbon airport. Guaranteed to get us to ship, which never happened, they left us on our own, we were threatened by TAP that they would cancel our flights home. NCL corporate also did nothing to help, in fact, they told us we can’t get the ship in Santorini and would have to go to the second port of Athens. We were willing to do that, but they left it to us to try and find flights there, which we couldn’t. They then call us and say they switched ports and Athens was now the last port in Greece. They told us we were stuck in Italy and to just “enjoy it”, we had no where to go, the airline lost my wife’s luggage, we were lost. It took us days to figure things out jumping from hotel to hotel, trying to make the best of it. We couldn’t get flights home and the only thing NCL said was to put it through the travel insurance, which is another joke! Aon Infinity has been now handling this for 9 months, they sent us $507 for each person for a “trip delay”, this was not a trip delay, so that fight with the insurance company continues. We tried to work with NCL after the fact because we did love cruising with them, especially out of NYC, they will not lift a finger, not even to reimburse our travel Next money or the tips that we were charged, nothing! We are so disappointed in the way NCL has treated us. Unfortunately our next step now may be taking legal recourse against NCL, Air Portugal and AON Infinity. If you cruise NCL I hope you don’t experience any issues because they will not lift a finger to help you and read the fine print with travel insurance, for us, that was a waste of money thus far. I’m hoping that AON comes to the right determination and that NCL will make this right.
