My complaint:
My Experience – I was denied boarding in Amsterdam on Norwegian Cruise Line (NCL) due to a positive Covid test before NCL removed this requirement. NCL doesn’t have agents at the port; the port agents are contractors, so they provided no support in a foreign land. I was thrown into the street to fend for myself. I had to contact NCL in the US to get any information. With foreign phone connections and time zone differences, NCL offered no help. I had to arrange my accommodation and book my flight back to the US and then coordinate with NCL and Aon, its insurance carrier to file my claim.
Coordination with NCL – NCL did not take responsibility to support its customer under its care in a foreign land. NCL customer services referred me to Aon to file my claim. Letter to NCL CEO, VP of Customer Services, and related departments were not answered. Aon’s claim response period of 21 days was delayed. My experience has been frustrating.
Suggested solution:
Resolution - I signed up and paid for a five days European vacation at sea with airfare, combined with a promotion from Peppermill Casino. I bought travel insurance to cover mishaps. Testing positive for Covid disrupted my trip. NCL did not offer me any support to deal with my mishaps. I like to give NCL another chance to experience their hospitality to let me go on a similar trip, and Aon would reimburse me for my out-of-pocket expenses to make me whole, that is why I bought the insurance. With the mental distress and suffering I endured, NCL should offer me a comparable trip to restore my faith in them.
