Norwegian Cruiseline, www.ncl.com

I am writing about my journey on the Norwegian Star that departed Reykjavik for three destinations in Iceland and three ports in Greenland from July 13 to 23, 2023.

I traveled on several cruise ships before, but the NCL was the worst of all these experiences.

I hardly know where to begin, since there were so many issues.

I took this cruise with my extended family and some friends (10 members). We were celebrating my daughters’ university graduation and my brother’s 20th wedding anniversary.

We booked five obstructed ocean view cabins. Of course we realized that the views might be obstructed. However, we expected to receive cabins somewhat similar to the “sample pictures” that NCL advertised to us. Regrettably, the reality was not even close. Our cabins did not have obstructed views – there were no views at all. Three of the five cabins had a frontal view of the side of life or tender boats. The cabins were dark, with no sight of the ocean at all. Both windows were completely blocked off by the life boats. When we complained that we cannot see anything else but the life boats, we were told that “obstructed ocean view” is just a “code” for the cabin with a window. Since when does “ocean view” stands for “window”?

When we asked the receptionists on the Norwegian Star why we were shown sample pictures of “obstructed ocean view” cabins, when the cabins that we received are so different, their explanation was that NCL showed us the sample cabins just for us to see the “bedding.” The bedding, really?

So, basically, we were placed in cabins with a window, but no view, and we paid a higher price for the “invisible ocean.” We would have been better off in inside cabins for a cheaper price, since we could not see anything anyway. At least in inside cabins, it would have been more quiet. Our outside cabins were also very loud. Crew members were working on the rescue boats frequently – right in front of our windows. Usually they started early in the morning, thus interrupting our sleep and privacy.

Regrettably, the team at the reception was completely unwilling to assign different cabins to us, despite our multiple requests. We even offered to pay more for an upgrade to better cabins.

We also sent an email to our booking agent about this situation, asking her to inquire with NCL about a partial refund for the cabins, or at least some onboard credit. She replied that NCL rejected this request.

My husband was also disappointed that the ship was sailing so far away from the coast and that we were unable to see anything but open ocean with a faint lining of the shore in the far distance. When we questioned why it is so, we were told that the ship has to sail in “international waters,” otherwise the duty free shop and the casino could not remain open. It seems clear that NCL’s primary goal is to make more money from their customers playing in the casino and shopping duty free goods, rather than showing us the sights for which we all have taken this trip to begin with.

When we arrived at the first destination port in Iceland, the landing was cancelled. The passengers were told that the sea was too rough. Yet, in the well-protected harbor in a sheltering fjord, there were hardly any waves. Instead, we spent the day at sea. Granted, cancellations have happened on other cruise ships as well. But what did NCL offer to their passengers instead? Nothing. No additional onboard activities or performances. No alternative scenic routes. Nothing at all! It was just an opportunity to spend more money in cafes, bars, shops, and the casino of the ship.

I also purchased a $199 Wi-Fi package, because I was expecting to do some work for my business during “days at sea.” The Wi-Fi did not work most of the days – and not only on those far from the shore. It was useless most of the time. The Norwegian Star receptionists told passengers to talk to the “internet manager” on the ship. Every day, there was a line about 100 people trying to get the internet manager to do something. Many business owners –like myself– were desperate, because they could not even notify their staff or managers that they were completely incommunicado.

Of course, the over-worked internet manager could not do anything about it. In the end, he promised that NCL will refund $199 to everyone who purchased the package. However, on arrival day, the money was not refunded. The receptionist said that it will be taken care of later. Yet, since the Norwegian Star administration already made so many empty promises, I refused to leave the ship until my money was refunded. It took them 80 minutes to finally complete the transaction.

Also, one day the “internet manager” was supposed to begin working at 9 am. Yet, he did not show up. About 50 people were waiting to talk to him, with no notice if and when he is coming. When we called the reception desk to inquire about his hours, the receptionist told us that he determines his own hours and that he will be late. Since no explanation was given how late, we asked to talk to the general manager instead. She said that “Mr. Manny is a very busy man and that she will not call him.” Simply like that – her exact words.

And all this was not even the worst part. We docked in Greenland in only one port, not in three as was the planned itinerary. Supposedly there were too many icebergs in the water. One entire day was spent cruising in a circle, because the captain told us that we were surrounded by icebergs and that we were waiting for a cargo ship to come and clear a path for us.

The cargo ship eventually came and simply sailed past us. They did not help or do anything for our ship. We did not follow them, but eventually moved through the floating ice slowly on our own.

At this point, we realized that the Norwegian Star was not even designed to sail in Arctic waters. Apparently, this ship was destined to sail in the warm waters of Southeastern Asia. Some passengers tracked other cruise ships that were in our proximity over the three days that we were just “floating” aimlessly. And every single one of them docked in Nuuk and also in other Greenland ports. Obviously, it was not the weather, the rough seas, or the tiny icebergs that prevented a landing or an alternative scenic voyage through a fjord – if only our ship was appropriate for sailing in the Arctic.

Actually, NCL put all of us in danger. They placed us on a ship that is not equipped to sail in these cold waters with floating ice. NCL must have known in advance that most likely this ship will not be able to dock in most ports in Greenland. 

Some crew members confirmed that the same had happened during the previous sails as well – docking in Greenland was cancelled due to “weather conditions” or “floating icebergs.” They also kept the passengers “floating at sea” with no scenic alternatives. No additional activities or performances were offered during these many days at sea either.

Not only my whole family, but countless passengers were very upset. Over 500 people signed a petition on the ship, and they plan to file a class-action suit against NCL. When the captain heard about this, an on-board credit of $100 per cabin was assigned for the “inconvenience.” It was adding insult to injury that it was not even a refund, but merely an onboard credit of $50 per person in most cases. Passengers paid thousands of dollars to see mostly Greenland and also parts of Iceland, and out of six scheduled ports we only disembarked in three. We could not even sail to the fjords or close to the shore to see some landscape or waterfalls either, because it was more important to keep the duty free shop and the casino open.

Furthermore, when we docked in the only port in Greenland, it took the crew forever to bring people on shore with tender boats. The ship arrived at 10 am and passengers had to get assigned numbers for tender boats. Only one tender boat was able to dock at a time, and therefore some people did not get on shore until 4 pm. Then there was a very long line to get back to the ship. It took some passengers 90 minutes to enter the tender for their return, all the while standing in rain and cold wind.

Not only the passengers, but also several crew members complained. They said that when the ship spends “unexpected” days at sea, they have to work 11 to 12 hour shifts instead of the agreed eight hours per day.

We arrived in Reykjavik a day earlier, and immediately passengers were offered to buy on-shore excursions at a “generous” 20% discount. However, if you booked a tour with NCL (for example a whale watching tour) it was approximately three times more expensive than booking it at the tourist office in the port of Reykjavik. And the NCL passengers who purchased their whale watching tour on board were put on the exactly the same boat as those who purchased their tour independently for a much cheaper price.

Another sad example of pettiness and maximizing profits: one of our friends purchased a soda-package. He likes Coke Zero, which was available on the ship -- but only in a can. His package did not include drinks “from the can”. He only was able to get free drinks from the soda fountain. Not even sparkling water was included in his drink package. Not even bubbled water!?

And sadly, the list goes on . . .

Without a doubt, NCL ruined our long anticipated and expensive vacation.

NCL flexible pricing means UK tourists paying in UK £ sterling overpay twice or three times more than American tourists. Early advance bookings do not get the benefits of All inclusive packages and cabin upgrades that last minute bookings get. WEB online bookings in UK get no customer service, no updates about their bookings. NCL late change of ports itinerary in China meant we had no China visas for the first port of entry in China and were confined on the ship for 6 days not able to visit Shanghai, Beijing and other stops in China. 250 UK passengers had no China visas ! NCL failed to inform all of us in timely manner to apply for visas. Most of passengers were affected by MERS

''Middle east respiratory syndrome'' during this passage on Norwegian Jewel from Hong Kong to Tokyo in March 2018 due to contaminated air condition system and dirty swimming pool and SPA areas. This was our third cruise with NCL, but since the first one NCL cruise quality went downhill. They fill the ship with last minute ''cheap'' bookings, hence over crowding, noice and low quality experience. Our holiday was totally ruined.

In spite of the above mentioned problems, we were pleased with the ship and its crew, and we would definitely take another NCL cruise.

As for the shore cruise comment, we had one wonderful tour guide, at Quirigua, Guatemala. If they had all been as well-prepared and willing to answer and go the extra mile as she, we would have been elated. Our tour at Belize City (Altun Ha) had a guide who was OK, and our tour of Tulum had a guide who was downright lazy. He spent most of the time promoting the items that were being sold during the stops.