{"id":"norwegian-cruise-line","page":"https://escalate.alexgaoth.com/#/c/norwegian-cruise-line","html":"https://escalate.alexgaoth.com/c/norwegian-cruise-line/","generated":"2026-10-15","company":{"id":"norwegian-cruise-line","name":"Norwegian Cruise Line","aliases":["ncl","norwegian","norwegian cruises","ncl.com"],"sector":"cruise","parent":"Norwegian Cruise Line Holdings","website":"https://www.ncl.com","regulators":["fmc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service & Reservations","value":"+1-866-234-7350","hours":"Mon–Fri 8am–Midnight ET; Sat–Sun 9am–9pm ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"The Guest Ticket Contract (section 17) says cancellations must be telephoned to the Reservations Department. The Nonperformance Policy lists this number, with the Case Submission Form, for refund requests.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"access-desk-phone","type":"phone","label":"Access Desk (Accessibility Coordinators)","value":"+1-866-584-9756","hours":"Mon–Fri 9:00am–5:30pm ET","purposes":["accessibility"],"source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"access-desk-form","type":"web_form","label":"Accessibility & Medical Questionnaire","value":"https://nclh.my.salesforce-sites.com/AccessDeskForm/","purposes":["accessibility"],"notes":"Hosted on a Salesforce domain; linked from ncl.com's contact and accessibility pages.","source":"https://www.ncl.com/cruise-preparation/accessibility","last_verified":"2026-10-13"},{"id":"travel-protection-phone","type":"phone","label":"Travel Protection","value":"+1-800-722-5672","hours":"Mon–Fri 8am–10pm ET; Sat 9am–5pm ET","purposes":["refund_request"],"source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"guest-claims-email","type":"email","label":"Written notice of injury, illness or death claims (Guest Ticket Contract section 11)","value":"nclguestclaims@ncl.com","purposes":["safety_incident"],"notes":"Notice with a complete factual account must be delivered within 185 calendar days of the incident, by this email or by mail to 7665 Corporate Center Drive, Miami, Florida 33126, ATTN: CLAIMS DEPARTMENT.","source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"id":"claims-mail","type":"mail","label":"Claims Department by mail (Guest Ticket Contract section 11)","value":"7665 Corporate Center Drive, Miami, Florida 33126, ATTN: CLAIMS DEPARTMENT","purposes":["safety_incident"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"id":"corporate-office-phone","type":"phone","label":"Corporate Office","value":"+1-305-436-4000","hours":"Mon–Fri 8:30am–5:00pm ET","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"lost-item-report","type":"web_form","label":"Lost item report (onboard lost and found)","value":"https://ncl.lostandfoundsite.net/lost-item-report/","purposes":["lost_item"],"notes":"Third-party site linked from the ncl.com contact page. Claim status at https://ncl.lostandfoundsite.net/claim-status.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"guest-experience-form"},{"rung":"regulator","regulator":"fmc","note":"For a refund NCL owes after it cancelled a cruise or delayed it more than 3 calendar days (nonperformance)."},{"rung":"payment_dispute","note":"Card dispute for a refund NCL owes but has not paid."},{"rung":"arbitration","note":"Claims other than injury, illness or death go to binding NAM arbitration in Miami-Dade County, or small claims court in Miami-Dade County. Written notice within 30 days of the end of the cruise; legal action within 6 months."}],"playbooks":[{"issue":"refund_request","summary":"If you cancel, the fee depends on days before departure (from 119 days out). If NCL cancels or delays the cruise more than 3 calendar days, request a refund by the 90th day after the original embarkation date; you may decline a future cruise credit.","evidence":["reservation number","boarding pass or cruise documents","proof and amount of payment","cancellation or delay notice"],"steps":[{"do":"To cancel, telephone the Reservations Department (the Guest Ticket Contract requires cancellations by phone). Note the fee tier for the date of the call.","channel":"customer-service-phone"},{"do":"If NCL cancelled or delayed the cruise more than 3 calendar days, submit a refund request on or before the 90th calendar day after the original scheduled embarkation, with the boarding pass or documents and proof and amount of payment.","channel":"guest-experience-form"},{"do":"Decline a future cruise credit if you want money back. NCL says it responds by email or U.S. mail within 180 days of the claim."},{"do":"If the nonperformance claim is denied or not resolved within 180 days, file with the FMC against NCL's financial instrument.","regulator":"fmc"},{"do":"Dispute the charge with your card issuer if the refund is owed and not paid."}],"facts":[{"kind":"fee","claim":"NCL's Cancellation Policy (Club Balcony Suites and below, all sailings): 25% at 119 to 91 days before departure, 50% at 90 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less. The Haven Suites, Suites and Garden Villas: 25% at 119 to 106 days, 50% at 105 to 91 days, 75% at 90 to 61 days, 100% at 60 days or less. The schedule begins once money is applied to the reservation; no refunds for no-shows.","issues":["refund_request"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"deadline","claim":"NCL's Nonperformance Policy: if NCL cancels your cruise or delays it more than 3 calendar days, you are entitled to a refund of cruise fare and charges for accommodations, services and facilities, including port fees, taxes and other ancillary charges paid to the carrier. Request it on or before the 90th calendar day after the original scheduled embarkation; NCL responds within 180 days of the claim.","issues":["refund_request","travel_credit"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"deadline","claim":"NCL's Cancellation Policy says refund processing time is about 3-4 weeks, and cruise and air documents must be returned before a refund is made.","issues":["refund_request"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"NCL's website Terms of Use say it does not provide price protection or refunds when a price is reduced or a promotion is offered.","issues":["refund_request","price_adjustment"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"The air deposit made under the Air Choice Program at booking is non-refundable.","issues":["refund_request"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"process","claim":"46 CFR 540.9(f): for nonperformance, the passenger first makes a written refund request to the cruise line. If the claim is not resolved within 180 days (or the line's shorter stated period) after nonperformance, or is denied, the passenger may claim against the line's FMC financial instrument.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"}]},{"issue":"travel_credit","summary":"After an NCL cancellation or a delay of more than 3 days, a future cruise credit is an offer you may decline in favor of a refund.","evidence":["reservation number","cancellation or delay notice","the credit offer","proof of payment"],"steps":[{"do":"If you do not want the credit, ask for the refund in writing within 90 calendar days after the original embarkation date.","channel":"guest-experience-form"},{"do":"If NCL does not resolve it within 180 days or denies it, file with the FMC.","regulator":"fmc"}],"facts":[{"kind":"policy","claim":"The Nonperformance Policy says NCL may offer an alternative to a refund, such as a future cruise credit, which you are free to decline.","issues":["travel_credit"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"}]},{"issue":"reservation_problem","summary":"The Guest Ticket Contract lets NCL change ports, the route or the ship without liability, except for mechanical failure. For non-injury claims, written notice is due within 30 days after the cruise ends.","evidence":["reservation number","original itinerary","change notices","onboard folio","receipts for extra costs"],"steps":[{"do":"Raise the problem before the cruise ends and keep written records."},{"do":"Within 30 days after the cruise ends, give NCL written notice with full particulars through the Guest Experience form. Keep a copy.","channel":"guest-experience-form"},{"do":"If unresolved, the contract requires NAM arbitration in Miami-Dade County (or small claims court there), started within 6 months from the date the claim arose."}],"facts":[{"kind":"deadline","claim":"Guest Ticket Contract section 16(b): no claim other than injury, illness or death may be brought unless written notice giving full particulars is delivered within thirty (30) days of the end of the cruise and legal action is started within six (6) months from the date the claim arose.","issues":["reservation_problem","refund_request","poor_service"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Guest Ticket Contract section 7: NCL may deviate from the voyage, cancel any port call, substitute another vessel or ports without liability; if the vessel does not sail, it may re-berth guests on a substitute or, at its option, refund the fare or a pro rata part. Section 7(f): if a voyage is cancelled for mechanical failure, guests get a full refund of the cruise fare, or a partial refund if it ends early, plus transport and lodging if needed.","issues":["reservation_problem","refund_request"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"}]},{"issue":"accessibility","summary":"Notify the Access Desk at least 45 days before sailing (90 days for interpreters) and complete the Accessibility & Medical Questionnaire.","evidence":["reservation number","sail date","description of the accommodation needed"],"steps":[{"do":"Complete the Accessibility & Medical Questionnaire at least 45 days before sailing, or 90 days for interpreters.","channel":"access-desk-form"},{"do":"Call the Access Desk to confirm the arrangements.","channel":"access-desk-phone"},{"do":"After the cruise, report an accommodation that was not provided through the Guest Experience form.","channel":"guest-experience-form"}],"facts":[{"kind":"deadline","claim":"NCL's accessibility page asks guests to notify the Access Desk at least 90 days before sailing for interpreters and 45 days for other needs.","issues":["accessibility"],"source":"https://www.ncl.com/cruise-preparation/accessibility","last_verified":"2026-10-13"}]}],"facts":[{"kind":"deadline","claim":"Guest Ticket Contract section 11(a): no suit for injury, illness or death unless written notice with a complete factual account is delivered within 185 calendar days of the incident, and suit is filed within one (1) year of the incident.","issues":["safety_incident"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Guest Ticket Contract section 15(b): for cruises that embark, disembark or call at a U.S. port, injury, illness or death suits must be filed in the U.S. District Court for the Southern District of Florida in Miami, or, if it lacks subject matter jurisdiction, a court in Miami-Dade County.","issues":["safety_incident"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"kind":"process","claim":"Guest Ticket Contract section 16(a): all other claims, except those brought in small claims court in Miami-Dade County, go to binding arbitration in Miami-Dade County administered by National Arbitration and Mediation (NAM). Each party pays its own costs and attorney fees and the cost of the arbitration is split equally. Section 11(b) waives class actions.","issues":["refund_request","reservation_problem","poor_service"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"kind":"limit","claim":"Guest Ticket Contract section 8(b): the guest's baggage and property is deemed not to exceed U.S. $100.00 in value, and NCL's liability is capped at that sum unless the guest declares a higher value in writing and pays 5% of the excess before embarkation. Loss or damage during loading or disembarking must be reported before leaving the U.S. Customs area (section 8(d)).","issues":["lost_item","damaged_item"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"kind":"fee","claim":"Guest Ticket Contract section 3(a): NCL may charge a fuel supplement, even on fully paid bookings, if West Texas Intermediate crude closes above $65.00 USD per barrel; it will not exceed $10.00 USD per passenger per day. NCL may also pass through taxes, fees and port expenses that exceed its estimates.","issues":["bill_increase"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"}],"known_blockers":["Cancellations must be telephoned to the Reservations Department, so an agent cannot cancel by form or email.","The Guest Experience form may need sign-in (the page showed a Logout link) and asks you to certify travel insurance status.","The contact page's \"Speak With A Consultant\" chat link is a placeholder; no working chat link was found."],"notes":"Checked on 2026-10-13 against the Guest Ticket Contract marked 02/2026 and ncl.com Terms & Conditions. The Terms & Conditions page is the one the FMC lists as NCL's nonperformance refund policy. The Cancellation Policy table has no row for 120 or more days before departure and does not state the cruise deposit amount (it links to a separate Payment Schedule).","official_domains":["ncl.com","nclcorp.com"],"security":{"known_scams":[{"kind":"policy","claim":"NCL warns that people posing as its recruiters send fake job offers and employment contracts by email, sometimes asking for visa applications back. NCL's hiring partners never charge application, processing or agency fees.","source":"https://www.ncl.com/ar/es/Acerca-de/Empleos/Empleos-a-bordo-68q1a/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}]}},"playbooks":{"refund_request":{"company":{"id":"norwegian-cruise-line","name":"Norwegian Cruise Line","sector":"cruise","website":"https://www.ncl.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"If you cancel, the fee depends on days before departure (from 119 days out). If NCL cancels or delays the cruise more than 3 calendar days, request a refund by the 90th day after the original embarkation date; you may decline a future cruise credit.","evidence":["reservation number","boarding pass or cruise documents","proof and amount of payment","cancellation or delay notice"],"steps":[{"do":"To cancel, telephone the Reservations Department (the Guest Ticket Contract requires cancellations by phone). Note the fee tier for the date of the call.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service & Reservations","value":"+1-866-234-7350","hours":"Mon–Fri 8am–Midnight ET; Sat–Sun 9am–9pm ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"The Guest Ticket Contract (section 17) says cancellations must be telephoned to the Reservations Department. The Nonperformance Policy lists this number, with the Case Submission Form, for refund requests.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"do":"If NCL cancelled or delayed the cruise more than 3 calendar days, submit a refund request on or before the 90th calendar day after the original scheduled embarkation, with the boarding pass or documents and proof and amount of payment.","channel":{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"do":"Decline a future cruise credit if you want money back. NCL says it responds by email or U.S. mail within 180 days of the claim."},{"do":"If the nonperformance claim is denied or not resolved within 180 days, file with the FMC against NCL's financial instrument.","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"do":"Dispute the charge with your card issuer if the refund is owed and not paid."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service & Reservations","value":"+1-866-234-7350","hours":"Mon–Fri 8am–Midnight ET; Sat–Sun 9am–9pm ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"The Guest Ticket Contract (section 17) says cancellations must be telephoned to the Reservations Department. The Nonperformance Policy lists this number, with the Case Submission Form, for refund requests.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"travel-protection-phone","type":"phone","label":"Travel Protection","value":"+1-800-722-5672","hours":"Mon–Fri 8am–10pm ET; Sat 9am–5pm ET","purposes":["refund_request"],"source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"corporate-office-phone","type":"phone","label":"Corporate Office","value":"+1-305-436-4000","hours":"Mon–Fri 8:30am–5:00pm ET","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}],"facts":[{"kind":"fee","claim":"NCL's Cancellation Policy (Club Balcony Suites and below, all sailings): 25% at 119 to 91 days before departure, 50% at 90 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less. The Haven Suites, Suites and Garden Villas: 25% at 119 to 106 days, 50% at 105 to 91 days, 75% at 90 to 61 days, 100% at 60 days or less. The schedule begins once money is applied to the reservation; no refunds for no-shows.","issues":["refund_request"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"deadline","claim":"NCL's Nonperformance Policy: if NCL cancels your cruise or delays it more than 3 calendar days, you are entitled to a refund of cruise fare and charges for accommodations, services and facilities, including port fees, taxes and other ancillary charges paid to the carrier. Request it on or before the 90th calendar day after the original scheduled embarkation; NCL responds within 180 days of the claim.","issues":["refund_request","travel_credit"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"deadline","claim":"NCL's Cancellation Policy says refund processing time is about 3-4 weeks, and cruise and air documents must be returned before a refund is made.","issues":["refund_request"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"NCL's website Terms of Use say it does not provide price protection or refunds when a price is reduced or a promotion is offered.","issues":["refund_request","price_adjustment"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"The air deposit made under the Air Choice Program at booking is non-refundable.","issues":["refund_request"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"process","claim":"46 CFR 540.9(f): for nonperformance, the passenger first makes a written refund request to the cruise line. If the claim is not resolved within 180 days (or the line's shorter stated period) after nonperformance, or is denied, the passenger may claim against the line's FMC financial instrument.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"process","claim":"Guest Ticket Contract section 16(a): all other claims, except those brought in small claims court in Miami-Dade County, go to binding arbitration in Miami-Dade County administered by National Arbitration and Mediation (NAM). Each party pays its own costs and attorney fees and the cost of the arbitration is split equally. Section 11(b) waives class actions.","issues":["refund_request","reservation_problem","poor_service"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service & Reservations","value":"+1-866-234-7350","hours":"Mon–Fri 8am–Midnight ET; Sat–Sun 9am–9pm ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"The Guest Ticket Contract (section 17) says cancellations must be telephoned to the Reservations Department. The Nonperformance Policy lists this number, with the Case Submission Form, for refund requests.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund NCL owes after it cancelled a cruise or delayed it more than 3 calendar days (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund NCL owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"arbitration","note":"Claims other than injury, illness or death go to binding NAM arbitration in Miami-Dade County, or small claims court in Miami-Dade County. Written notice within 30 days of the end of the cruise; legal action within 6 months."}],"known_blockers":["Cancellations must be telephoned to the Reservations Department, so an agent cannot cancel by form or email.","The Guest Experience form may need sign-in (the page showed a Logout link) and asks you to certify travel insurance status.","The contact page's \"Speak With A Consultant\" chat link is a placeholder; no working chat link was found."],"security":{"official_domains":["ncl.com","nclcorp.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"NCL warns that people posing as its recruiters send fake job offers and employment contracts by email, sometimes asking for visa applications back. NCL's hiring partners never charge application, processing or agency fees.","source":"https://www.ncl.com/ar/es/Acerca-de/Empleos/Empleos-a-bordo-68q1a/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":25,"reference":1},"verified_from":{"page":26},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13 against the Guest Ticket Contract marked 02/2026 and ncl.com Terms & Conditions. The Terms & Conditions page is the one the FMC lists as NCL's nonperformance refund policy. The Cancellation Policy table has no row for 120 or more days before departure and does not state the cruise deposit amount (it links to a separate Payment Schedule).","warnings":[]},"travel_credit":{"company":{"id":"norwegian-cruise-line","name":"Norwegian Cruise Line","sector":"cruise","website":"https://www.ncl.com","account_url":null},"issue":{"id":"travel_credit","name":"Travel credit or voucher problem"},"playbook_source":"company","summary":"After an NCL cancellation or a delay of more than 3 days, a future cruise credit is an offer you may decline in favor of a refund.","evidence":["reservation number","cancellation or delay notice","the credit offer","proof of payment"],"steps":[{"do":"If you do not want the credit, ask for the refund in writing within 90 calendar days after the original embarkation date.","channel":{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"do":"If NCL does not resolve it within 180 days or denies it, file with the FMC.","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service & Reservations","value":"+1-866-234-7350","hours":"Mon–Fri 8am–Midnight ET; Sat–Sun 9am–9pm ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"The Guest Ticket Contract (section 17) says cancellations must be telephoned to the Reservations Department. The Nonperformance Policy lists this number, with the Case Submission Form, for refund requests.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"corporate-office-phone","type":"phone","label":"Corporate Office","value":"+1-305-436-4000","hours":"Mon–Fri 8:30am–5:00pm ET","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"The Nonperformance Policy says NCL may offer an alternative to a refund, such as a future cruise credit, which you are free to decline.","issues":["travel_credit"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service & Reservations","value":"+1-866-234-7350","hours":"Mon–Fri 8am–Midnight ET; Sat–Sun 9am–9pm ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"The Guest Ticket Contract (section 17) says cancellations must be telephoned to the Reservations Department. The Nonperformance Policy lists this number, with the Case Submission Form, for refund requests.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund NCL owes after it cancelled a cruise or delayed it more than 3 calendar days (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund NCL owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"arbitration","note":"Claims other than injury, illness or death go to binding NAM arbitration in Miami-Dade County, or small claims court in Miami-Dade County. Written notice within 30 days of the end of the cruise; legal action within 6 months."}],"known_blockers":["Cancellations must be telephoned to the Reservations Department, so an agent cannot cancel by form or email.","The Guest Experience form may need sign-in (the page showed a Logout link) and asks you to certify travel insurance status.","The contact page's \"Speak With A Consultant\" chat link is a placeholder; no working chat link was found."],"security":{"official_domains":["ncl.com","nclcorp.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"NCL warns that people posing as its recruiters send fake job offers and employment contracts by email, sometimes asking for visa applications back. NCL's hiring partners never charge application, processing or agency fees.","source":"https://www.ncl.com/ar/es/Acerca-de/Empleos/Empleos-a-bordo-68q1a/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":25,"reference":1},"verified_from":{"page":26},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13 against the Guest Ticket Contract marked 02/2026 and ncl.com Terms & Conditions. The Terms & Conditions page is the one the FMC lists as NCL's nonperformance refund policy. The Cancellation Policy table has no row for 120 or more days before departure and does not state the cruise deposit amount (it links to a separate Payment Schedule).","warnings":[]},"reservation_problem":{"company":{"id":"norwegian-cruise-line","name":"Norwegian Cruise Line","sector":"cruise","website":"https://www.ncl.com","account_url":null},"issue":{"id":"reservation_problem","name":"Reservation not honored"},"playbook_source":"company","summary":"The Guest Ticket Contract lets NCL change ports, the route or the ship without liability, except for mechanical failure. For non-injury claims, written notice is due within 30 days after the cruise ends.","evidence":["reservation number","original itinerary","change notices","onboard folio","receipts for extra costs"],"steps":[{"do":"Raise the problem before the cruise ends and keep written records."},{"do":"Within 30 days after the cruise ends, give NCL written notice with full particulars through the Guest Experience form. Keep a copy.","channel":{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"do":"If unresolved, the contract requires NAM arbitration in Miami-Dade County (or small claims court there), started within 6 months from the date the claim arose."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service & Reservations","value":"+1-866-234-7350","hours":"Mon–Fri 8am–Midnight ET; Sat–Sun 9am–9pm ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"The Guest Ticket Contract (section 17) says cancellations must be telephoned to the Reservations Department. The Nonperformance Policy lists this number, with the Case Submission Form, for refund requests.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"corporate-office-phone","type":"phone","label":"Corporate Office","value":"+1-305-436-4000","hours":"Mon–Fri 8:30am–5:00pm ET","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"Guest Ticket Contract section 16(b): no claim other than injury, illness or death may be brought unless written notice giving full particulars is delivered within thirty (30) days of the end of the cruise and legal action is started within six (6) months from the date the claim arose.","issues":["reservation_problem","refund_request","poor_service"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Guest Ticket Contract section 7: NCL may deviate from the voyage, cancel any port call, substitute another vessel or ports without liability; if the vessel does not sail, it may re-berth guests on a substitute or, at its option, refund the fare or a pro rata part. Section 7(f): if a voyage is cancelled for mechanical failure, guests get a full refund of the cruise fare, or a partial refund if it ends early, plus transport and lodging if needed.","issues":["reservation_problem","refund_request"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"kind":"process","claim":"Guest Ticket Contract section 16(a): all other claims, except those brought in small claims court in Miami-Dade County, go to binding arbitration in Miami-Dade County administered by National Arbitration and Mediation (NAM). Each party pays its own costs and attorney fees and the cost of the arbitration is split equally. Section 11(b) waives class actions.","issues":["refund_request","reservation_problem","poor_service"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service & Reservations","value":"+1-866-234-7350","hours":"Mon–Fri 8am–Midnight ET; Sat–Sun 9am–9pm ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"The Guest Ticket Contract (section 17) says cancellations must be telephoned to the Reservations Department. The Nonperformance Policy lists this number, with the Case Submission Form, for refund requests.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund NCL owes after it cancelled a cruise or delayed it more than 3 calendar days (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund NCL owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"arbitration","note":"Claims other than injury, illness or death go to binding NAM arbitration in Miami-Dade County, or small claims court in Miami-Dade County. Written notice within 30 days of the end of the cruise; legal action within 6 months."}],"known_blockers":["Cancellations must be telephoned to the Reservations Department, so an agent cannot cancel by form or email.","The Guest Experience form may need sign-in (the page showed a Logout link) and asks you to certify travel insurance status.","The contact page's \"Speak With A Consultant\" chat link is a placeholder; no working chat link was found."],"security":{"official_domains":["ncl.com","nclcorp.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"NCL warns that people posing as its recruiters send fake job offers and employment contracts by email, sometimes asking for visa applications back. NCL's hiring partners never charge application, processing or agency fees.","source":"https://www.ncl.com/ar/es/Acerca-de/Empleos/Empleos-a-bordo-68q1a/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":25,"reference":1},"verified_from":{"page":26},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13 against the Guest Ticket Contract marked 02/2026 and ncl.com Terms & Conditions. The Terms & Conditions page is the one the FMC lists as NCL's nonperformance refund policy. The Cancellation Policy table has no row for 120 or more days before departure and does not state the cruise deposit amount (it links to a separate Payment Schedule).","warnings":[]},"accessibility":{"company":{"id":"norwegian-cruise-line","name":"Norwegian Cruise Line","sector":"cruise","website":"https://www.ncl.com","account_url":null},"issue":{"id":"accessibility","name":"Disability assistance problem"},"playbook_source":"company","summary":"Notify the Access Desk at least 45 days before sailing (90 days for interpreters) and complete the Accessibility & Medical Questionnaire.","evidence":["reservation number","sail date","description of the accommodation needed"],"steps":[{"do":"Complete the Accessibility & Medical Questionnaire at least 45 days before sailing, or 90 days for interpreters.","channel":{"id":"access-desk-form","type":"web_form","label":"Accessibility & Medical Questionnaire","value":"https://nclh.my.salesforce-sites.com/AccessDeskForm/","purposes":["accessibility"],"notes":"Hosted on a Salesforce domain; linked from ncl.com's contact and accessibility pages.","source":"https://www.ncl.com/cruise-preparation/accessibility","last_verified":"2026-10-13"}},{"do":"Call the Access Desk to confirm the arrangements.","channel":{"id":"access-desk-phone","type":"phone","label":"Access Desk (Accessibility Coordinators)","value":"+1-866-584-9756","hours":"Mon–Fri 9:00am–5:30pm ET","purposes":["accessibility"],"source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"do":"After the cruise, report an accommodation that was not provided through the Guest Experience form.","channel":{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}}],"channels":[{"id":"access-desk-phone","type":"phone","label":"Access Desk (Accessibility Coordinators)","value":"+1-866-584-9756","hours":"Mon–Fri 9:00am–5:30pm ET","purposes":["accessibility"],"source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"access-desk-form","type":"web_form","label":"Accessibility & Medical Questionnaire","value":"https://nclh.my.salesforce-sites.com/AccessDeskForm/","purposes":["accessibility"],"notes":"Hosted on a Salesforce domain; linked from ncl.com's contact and accessibility pages.","source":"https://www.ncl.com/cruise-preparation/accessibility","last_verified":"2026-10-13"},{"id":"corporate-office-phone","type":"phone","label":"Corporate Office","value":"+1-305-436-4000","hours":"Mon–Fri 8:30am–5:00pm ET","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"NCL's accessibility page asks guests to notify the Access Desk at least 90 days before sailing for interpreters and 45 days for other needs.","issues":["accessibility"],"source":"https://www.ncl.com/cruise-preparation/accessibility","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service & Reservations","value":"+1-866-234-7350","hours":"Mon–Fri 8am–Midnight ET; Sat–Sun 9am–9pm ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"The Guest Ticket Contract (section 17) says cancellations must be telephoned to the Reservations Department. The Nonperformance Policy lists this number, with the Case Submission Form, for refund requests.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund NCL owes after it cancelled a cruise or delayed it more than 3 calendar days (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund NCL owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"arbitration","note":"Claims other than injury, illness or death go to binding NAM arbitration in Miami-Dade County, or small claims court in Miami-Dade County. Written notice within 30 days of the end of the cruise; legal action within 6 months."}],"known_blockers":["Cancellations must be telephoned to the Reservations Department, so an agent cannot cancel by form or email.","The Guest Experience form may need sign-in (the page showed a Logout link) and asks you to certify travel insurance status.","The contact page's \"Speak With A Consultant\" chat link is a placeholder; no working chat link was found."],"security":{"official_domains":["ncl.com","nclcorp.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"NCL warns that people posing as its recruiters send fake job offers and employment contracts by email, sometimes asking for visa applications back. NCL's hiring partners never charge application, processing or agency fees.","source":"https://www.ncl.com/ar/es/Acerca-de/Empleos/Empleos-a-bordo-68q1a/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":25,"reference":1},"verified_from":{"page":26},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13 against the Guest Ticket Contract marked 02/2026 and ncl.com Terms & Conditions. The Terms & Conditions page is the one the FMC lists as NCL's nonperformance refund policy. The Cancellation Policy table has no row for 120 or more days before departure and does not state the cruise deposit amount (it links to a separate Payment Schedule).","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service & Reservations","value":"+1-866-234-7350","hours":"Mon–Fri 8am–Midnight ET; Sat–Sun 9am–9pm ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"The Guest Ticket Contract (section 17) says cancellations must be telephoned to the Reservations Department. The Nonperformance Policy lists this number, with the Case Submission Form, for refund requests.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund NCL owes after it cancelled a cruise or delayed it more than 3 calendar days (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund NCL owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"arbitration","note":"Claims other than injury, illness or death go to binding NAM arbitration in Miami-Dade County, or small claims court in Miami-Dade County. Written notice within 30 days of the end of the cruise; legal action within 6 months."}],"security":{"official_domains":["ncl.com","nclcorp.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"NCL warns that people posing as its recruiters send fake job offers and employment contracts by email, sometimes asking for visa applications back. NCL's hiring partners never charge application, processing or agency fees.","source":"https://www.ncl.com/ar/es/Acerca-de/Empleos/Empleos-a-bordo-68q1a/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.962,"sources":{"primary":25,"reference":1},"verified_from":{"page":26},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 96% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"cruise","title":"Cruise lines — how complaints work","last_verified":"2026-10-13","file":"guides/cruise.md","page":"https://escalate.alexgaoth.com/#/guides/cruise"}}