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Norwegian Prima Review

4.5 / 5.0
242 reviews

Abysmal customer service

Review for Transatlantic Cruise on Norwegian Prima
10+ Cruises • Age 30s

Rating by category

Value for Money
Public Rooms
Fitness & Recreation

Additional details

Sail Date: May 2023
Cabin: Family Inside

As a group of friends that have cruised more than 20 times with multiple companies in multiple countries I can say without a doubt that I have never booked with a cruise line company that is so against helping their customers we had some bad weather during our trip which is understandable that we missed a port here or there but when you are going to be in Port less than 2 hours from your flight leaving and they refuse to either allow you to pay more money to extend your stay or to rebook your flight even if we paid for the hotel room it's just ridiculous when talking to customer service both me and my wife were hung up on multiple times they refused to transfer us to a supervisor they refused to transfer us to another department that might be able to help they refused to work with us in any regard even if it required us paying more money we did not ask for anything free other than phone service so that we can make the phone calls because the onboard phones cut you off after a certain amount of time and there was a 2-hour line of people waiting for the phone guest services gave us no answers and refuse to talk to us to ask us to Simply step aside and let the next person go even though they were asking the exact same questions it has been the single most horrendous company to deal with their stance is basically we've got your money we set the itinerary if you don't like it well there'll be somebody else to take your spot on the next boat we had three other cruises booked have since canceled all of them for a full refund surprisingly and will book with a different company for those vacations Norwegian has a long ways to come as far as the room it was nice there eating Arrangement that I can only describe as essentially food truck type eating was a complete and utter failure there is limited seating too many people you can't walk to the window and order you have to order from tablets the tablets didn't work and continued to crash and created an entirely horrible system but just seems strange from the beginning this boat is in cold weather climate but is set up more like a warm weather Caribbean boat with most of your activities being open air and outside of the boat the interior lounges and spaces have limited seating require reservations which were many times sold out before the cruise left the talent was okay a little on the cheesy summer camp Style magicians and simple Acts I possibly have simply outgrown these the food was decent but not the best the onboard specialty restaurants are overpriced for what they are and given their price point marginal overall if Norwegian had simply been willing even in the slightest to help their customers or give any semblance of customer service I could stomach to use them again but at this point it's a lost cause and they've lost a high spending customer for life.

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