Should have been 100% future cruise credit. The stress and aggravation of having no clothing, no medication etc... Some people can only afford to cruise once in a lifetime and this was a total cluster f**k!

The cruise credit should have been for 100 percent

How does NCL leave passengers who were on a cruise sponsored tour? This is ridiculous.

It’s a joke….It was a NCL paid excursion. I’m sorry but this is absolutely unacceptable.

Sad that the media has to get involved before NCL would do what they should have.

I have seen this story elsewhere. It has been reported that NCL kinda gave this family the brushoff until news media got involved. If that's the case, shame on NCL. Either way, they failed big time. Instead of strictly relying on the word of the vendor, one of NCL's reps should've been taking their own headcount. Those passengers are NCL's responsibility, especially since they booked that excursion through the cruise line. I would like to have ALL of the details on this story clarified.

I was on this cruise and spoke with the grandmother at our airport gate. She had been planning this family reunion trip for over a year. The shuttle situation in Ketchikan was the worst! Ward Cove is 7 miles from town. There weren’t enough shuttles. We were only at this port 7am-1:15. It took us nearly an hour to town and an hour back with all the waiting for shuttles. They absolutely were on a Norwegian sponsored excursion, where transport and waiting is supposedly guaranteed. Bus drivers there say Norwegian has this port location because it’s cheaper for them, despite the terrible inconvenience.

Forget the 20% off future cruise ..we would never TRUST this cruise line

The one reason I book ship sponsored shore excursions is to not have things like this happen. Norwegian can not separate the tour operator from themself in this case in my mind. Cover costs plus a 100% future cruise credit.

What a major nightmare vacation.

I am outraged. What angers me is NCL refusing assistance until this story reached the public domain. A 20% future cruise credit does not begin to compensate their pain and suffering. One practice I always do is get the cruise line’s port agent contact number before leaving ship. That being said, there is a guarantee the ship will wait or get you to the next port.

No. NCL did not take responsibility until after the family returned home and they contacted the advocacy team at their local television station. Before that they denied any responsibility and refused to negotiate with the family.

The shuttle from Ketchikan to Ward Cove is free. There are no tickets involved. Because of the mention of the bus ticket, it sounds like the bus was being run by the tour operator, and they allowed people on the bus without verifying they were on the tour.

I've been on numerous crusies. My son gifted us a short trip from LA to Vancouver on Norwiegen. Compared to Disney, Princess and MCL I will never cruise on NCL again. Impersonal service, crowded. Extra services billing

The problem here is not that there was a problem with the agent. The problem is is, how Ncl reacted to the problem , they left them, had someone else help them and then charged the 9k for Ncl’s decision to leave them. They could of sent a bus, they could of made arrangements because they had the passport, and they knew exactly what they were doing when they charged them and knew to charge them before they even got home. Piss poor customer service is why we never cruised with NCL after own problems that NCL caused. 20% off is a slap in the face.

Omg, nightmare is accurate here. Feel so bad for the families. They will never forget this reunion. The cruiseline had to step up.

My husband and I took this exact cruise on the Encore for my dream vacation to celebrate our 33rd wedding anniversary. It was a NIGHTMARE!! we also booked our excursions through the cruise. Our whale excursion ran over 2 hours late leaving, keeping us on the bus during that time, as we waited for more buses to arrive to accommodate all the passengers that were booked. Because we were late going, we were OVER 2 late coming back. I called to cancel an acupuncture appointment and told the reason I had to cancel, I was charged the FULL price of the appointment... INCLUDING THE TIP to the doctor. We spent a week in Seattle prior to the cruise, so not to travel back to Florida with 2 weeks of dirty clothes, I gave our clothes to be washed. Our new clothes that I purchased for the cruise never came back. I had the list of what was picked up, but not one item came back! Ugh!

When we first started cruising we tried different cruise lines. An NCL cruise had many problems. None of our complains were addressed so we never cruised NCL again. After 20 years we are pinnacle on RC. NCL lost out on all our money. How you deal with your passengers has a lasting effect.

I thought one of the reasons for taking a cruise bought excursion is that the cruise ship will wait for you.

Shows that it is not true that the cruise ship will wait for excursions booked with the cruise line. But they will help with bookings and cover your out of pocket expenses if you don't make the ship.

Missing the ship is my worst cruise fear!

NCL is pfugged -- IF booked through the ship/line. All of NCL's assertions need to be "discovered" and I'm using the legal term as in a tort. 20% discount is a joke.

Ncl should have taken ownership from the start. I stopped booking with ncl a few years ago.

6:30 I would never describe NCL as a luxury cruise....

This is one of the rare cases where I think the whole cruise should have been refunded. There is no way that I would be feeling another cruise with them anytime soon.To imagine you use a cruise authorized service only to be left and they want to give a 20% off future cruise credit? They offer more than that on a regular basis! People had to work hard for the time off, maybe even trade others to get the time or use all that they had and this is what they get? And they should be looking for a new supplier for the tours because that is just unacceptable!

Well, that’s it for us. I will not be booking any more excursions through any cruise line. We booked a whale watching excursion in Alaska a few months back. We paid close to $300 per person. It was $70 per person if you booked it at the pier. So not only will they *not wait for you, you are getting gouged and paying big bucks for it.

I am an Alaskan and having a cruise ship docking with 4000 passengers and it is a miracle that many enjoy the trip. When an event happens like this and a family needs emergency assistance it will take some time to sort it out since there is so many passengers, so many workers on the ship and the on ground activities involve many tour companies and many of the guides are not Alaskan but hired help from out of state. the ship offered to put this family up in a hotel and the best bet since one did not have a passport was to book them for a flight to Seattle which is served by Alaska Airlines daily routes right there. The flight is about 3.5 hours. I would recommend visitors purchase the low costs travel insurance and check to see if it covers their needs in case of incidents like this as well as getting off the ship take your credit card, driver’s license as well as passport with you. I always carry my rx meds with enough for a week. One has to realize there is a lot of customers on these cruises and be at least somewhat self sufficient when you get lost temporary. I know so many satisfied visitors who were very satisfied with this cruise. It is a good way to see the beauty of Alaska when one’s time is limited.

This almost happened to us. Same excursion on the NCL Bliss. After the show there wasn’t any more shuttles and we had to call. Luckily we got back just in time. We also came home with COVID…

BAsed on this being a cruise purchased tour this one is on NCL 100%. THE person that told them to wait for next bus should be fired. Sorry but if I were the lead person on this booking I would want a full refund on the cruise...not some cruise credit as doubt they want to go again.

I'm glad they were reimbursed, but what a nightmare! Geeezzz

I have heard so many bad things with Norwegian Cruise Line. I have been avoiding sailing with them.

Gotta love it! Only a Canadian would use the term, "Cruise down to Alaska." But seriously, NCL seems to stepping up but they should be doing more. It is NCL who contracts with these independent tour operators. If NCL arranged for the van to go pick them up, why didn't they wait? This is why I gave up on NCL a long time ago!

They should've credited them the whole cruise fare

My traveling companion went to the lumberjack show when we were in Ketchikan last Monday. Someone in the audience became ill, and the program ran over as a result. Several cruise ships had to wait for their people (including our ship waiting for my travel companion).

This is why if a client wants NCL I will do whatever I can to switch them.

I’m sorry but for someone who has cruised NCL, I have read and heard enough to not book with them anymore. If this was an NCL sponsored excursion, the cruise line knows how many passengers need to get back before departure. What a nightmare for this family, they deserve 100% future cruise, that is, if they want to take NCL again. This is not the NCL I originally knew and loved.

I think they should have been a full cruise credit. NCL should pay the charges they were charged, but where is the MENTAL compensation for all the Stress there must have been.

Truthfully, no amount of compensation will salvage the joy lost by this experience. It sounds like Norwegian is trying to make it right, but they really need to address this incident with the tour provider. The provider knew they were leaving guests and chose to ignore their errors.

Horse feathers!! Just confirmed my decision 20+ years ago to NEVER sail with NCL. The entire group of 16 (?) should be refunded for the whole cruise. I’m wondering how the 9 got their belongings off the ship?

The lumberjack show is DEFINITELY not worth all that trouble!!! 😂 We skipped it and instead walked by the river and into town- saw a bald eagle, bears, and salmon.

I'm usually pro cruise line on these kinds things, but if I'm understanding correctly, it was a NCL sponsored excursion. If so, I think they owe them a full refund since it was their agent's incompetence. It essentially ruined the cruise for them. If they booked the excursion outside of the cruise line, the compensation was fair.

This was an excursion through the cruise ship and Ncl left them? How awful.

My husband and I have just arrived home from an Alaskan cruise we also docked in the same area Ward Cove which was so crowded, it is vital that you build time into returning to the ship with time to spare, this is vital ATM on Alaskan excursions/shuttle bus pick up, take the stress out and don’t push it to the wall with returning to the ship.

this just strengthens my thought that you should always carry your passport with you. what a horrible situation! these poor people.

We have cruised Alaska with NCL twice, including last year. There is a very real problem with the Ketchikan stop at Ward Cove where you have to take a bus from where the ship docks to get into town. There is almost nothing to do in Ward Cove. It’s NOT Ketchikan, you have to travel there on land. The bus lines are VERY long and not managed. If you have a ship excursion you will have a ticket to get you in town for this show. But when the show in town is over, you are on your own to get back in the bus line back to Ward Cove. Last year it was so chaotic it took us 1 hour 45 minutes to get transported back to the ship. This was a problem both times in this port. We loved everything else about NCL & are again scheduled on NCL for our next Alaska cruise. But as much as we love the town of Ketchikan we hate this port because of Ward Cove. When they decided the build their own terminal so far out of town, they should have a more reliable connection to Ketchikan- which is the reason you came. It’s on NCL.

We had a similar experience in Ketchikan on NCl. It was their shuttle bus to the town, not an excursion. It was very disorganized while waiting to return to the ship. Fortunately, they had a representative there. He asked a van driver to take us to the ship so the group of us piled in. I don't recommend NCl for Alaska since they don't dock near the ports😂in several locations.

NCL needs to make it right and cover an ENTIRE cruise for this family, 20 % is not going to be enough for them to cruise with them again

Thank God that family made it home...what happened is terrible...

My family of 4 was on the Norwegian Bliss in June in Alaska and I am not surprised about this. I willl never go on a NCL ship again and family turned off from cruising due to the experience. Ketchikan was a mess with 1000’s of people trying to get on and off the buses to the port… 20 buses came back after the all aboard time of 12:30. My specific complaints were room cleanliness(bedding obviously not being washed in ages), crowds, and of course getting COVID from the trip.

Total BS. Are we to believe there was no vehicle in that city to transport 9 people back to the ship? Cruise line couldn't arrange that simple task? The mental anguish, inconvenience and fear caused to the family was totally unacceptable.

NCL should have waited.

I've heard of several issues with NCL, including my son and daughter in law being overcharged in the spa, so I doubt I'd ever take a cruise with them. Not to mention their Alaska cruises are pretty sorry. Having to dock away from the city and shuttle in is bad. My neighbors took an Alaska cruise with them a couple of months ago and the time in port was such they almost couldn't do anything but one short excursion OR shop a bit. Only staying in a port for 4-5 hours is very sad.

National Lampoon's Cruise Vacation. Based on true stories.

Thank you. You have helped me finally make up my mind about taking a cruise. It’s just not worth the money, aggravation and stress.

NCL was totally responsible. Shame on that bus company.

I am surprised the family didn't call for a taxi.

The transport company is at fault for not providing buses for ticket holders. Good on the cruise line for taking ownership of the issue, albeit rather late in the day.

Wouldn't it have just been simpler for NCL to wait for the people?? All that insanity which could have been avoided if the ship waited. I feel sorry for that poor family. Shame on NCL.

The ships should keep a record of who gets on or off. Then check before leaving to make sure everyone is on board. Good on NCL to reimburse them. They did not have to do that.

Oho, heart-wrenching frightening & worrisome, as we have also booked the Cruise to Alaska sometime next year, a complete family numbering to about 20 people. Will have to be careful & vigil throughout. Sad to know, what happened to the family, thank God nothing serious happened & they finally reached home. But we can imagine their plight. Very unfortunate life’s experience. The company should fully refund and give them a complete gift package to the next cruise. Thank you for posting, will be careful when we go on shore making sure to carry our passports and return on time. God Bless

Seeing as only 8 of 9 passports were left and it was a ship excursion..if they told me I would only get a refund for the days I missed an 20%, I would take Norwegian off my list of vacation possibilities

Yeah it's poor communication however they should also get a 100 % credit!

one can understand during "Vacation" travel, people are most likely in that "Vacation Relax Mode". However, it would save a lot of trouble and miseries to be more Situational Awareness to always be looking ahead for "Potential Trouble" whether be crimes or scheduling of transportation and hotel accommodation confirmation.

Interesting. I have ALWAYS been told that if I book my excursion thru the cruise line, then the ship will wait until I'm back if there's an issue with the contracted tour guide. That's why they tell you to book thru them and not risk another unaffiliated company.

My one large vessel cruise to Alaska? Horrible. I did it on a much smaller vessel with a good operator. Experience? Fantastic. Doing it gain next July.

I would sue that tour operator.

I went on a 17 day cruise in 1995, with my boyfriend, his mother and her friend. Well, 5 days into the cruise his mother had a heart attack and ended being put into the next port hospital, Panama city. Princess cruise lines put my boyfriend and me off the ship into a fully paid hotel, free meals, and a driver to take us anywhere we wanted to go. Then 6 days later the insurance company sent a Lear jet, Dr., nurse and attendant to fly us all back from Panama to Vancouver B.C. Canada. 10 out of 10 for Princess cruise lines! Oh, and they also gave us back the money for the rest of the cruise that we had missed. $4,000 each! 12 out of 10!

We have cruised to Alaska 6 times. In recent years, two of those cruises were with Norwegian (which I love), but the last two were on Princess simply because we don't like that Norwegian docks clear down in Wards Cove - a 20 minute bus ride to Ketchican. So I suggest Norwegian for any cruise EXCEPT Alaska!

Another reason to cruise to Alaska with ONLY Holland America or Princess.

Never ever get off a ship without your passport. NEVER!! ALWAYS purchase the travel insurance, needing it one time will pay for it ten times over.. This was in Alaska, at least a US state, they needed to be more diligent about getting back to the ship when there was no busses showing up.

Note to self...don't cruise Norwegian

Unacceptable. My last NCL trip will be in September. Have heard too many negative stories.

This almost happen to us on NCL Alaska Cruise last Summer. Purchased Lumber Jack Show excursion off the Ship. After the show. The Grand children wanted a souvenier out the Gift shop. Walked out to the curve and all the shuttles had depart 10 minutes after the Show. Walked another 25 minutes to catch the City Shuttle back to the Ship and Found out we were on the Last Bus back. With only minutes to spare.

This is a shame from NCL, love NCL line, they should have been helped immediately and not charged anything, they should have made sure that family was back safely as the excursion was through them. NCL need to step up and admit their wrong and do all they can for this family, grovel if you have to.

I don't know how to put a price tag on anxiety and the kind of aggrevation this must have resulted in. For those who have a week or two of vacation each year, what's the cost of something you've looked forward to becoming a nightmare? If this was a tour booked through NCL, these people deserve far more and NCL should own-up big time before these people are approached by a zealous attorney. If it wasn't an NCL tour, NCL has already done enough to show good will and can tell this story when the shorex team tries to make a case for buying excursions through them. 11:04

The septic tank known as Norwegian Cruise Line is still full of Frank Del Rio's DNA. When considering a cruise vacation, NCL is a non-starter for me.

My late parents always wanted to do an Alaskan cruise but never got to. I would like to someday. I have driven up the "Alaskan Highway" thru Canada to Alaska. It was memorable. Back then, all roads were gravel.

NCL did not step in until they were contacted by the news media!!! They dropped the ball 😮

Wow. This is terrible. Feel sorry for that family

Cruised to Alaska once on NCL and never again. That cruise port they created for themselves at Ketchikan is a joke. The lines for shuttles to get into town are sooo long and slow moving. Same with the lines for shuttles to get back to the ship. It annihilates your useable time in port. They save money docking so that they can inconvenience their customers. I have also sailed Carnival, Hollland America and Royal Caribbean to Alaska. Any of those choices is better than NCL.

I bet hose people were pushing past them to get on the bus. That poor family!

NCL only owned up after the family told their story to a local news station

I’m from SE Alaska and overall the locals wish all these horrible cruise ships would forever go away.

Stress level off the chain, leaving them open to a heart attack, let alone COVID. 🤦‍♀️

first off: I would have spoken up with my tickets, second: I would have looked for a taxi to get me to the NCL terminal. NCL did try to make up for it. Overall traveling with kids I would not be a happy camper. Too much stress. So sad. On a positive note everyone is safe, lessons learned, story to remember.

What a nightmare. I always book tours through the cruise line excursion desk. I thought that the ship would never leave me on the dock if something happened on the tour that caused a delay in returning to the ship. I guess my assumption may be incorrect. When you book a tour you assume that the transportation to and from the venue is part of the tour and the cruise line warranty will be strictly enforced.

I don't book any excursions. Too many logistical and time constraints. Better just to walk around if leaving the ship.

How sad that the family had such a horrible experience. Hopefully this family will get to try a cruise again with a better outcome. It sounds like NCL is trying to do what they can to make it right for the family.

NCL has some responsibility by having their port outside the city and should be working with the shuttle company to find the people missing, especially that many. Yes, mistake happen, however, this one had options to fix it.

Not done with the video yet because I had to map how far it was from the Great Alaskan Lumberjack Show to Ward Cove. It's 7.1 miles! It's a 16 minute drive. I don't know anything about Ketchikan, but is there no public transportation they could have taken? Also, if you have a cruise sponsored excursion, don't they say they will wait for you? And what happened to the missing passport? OK. Back to the video.

Holland America docks right in NCL downtown Ketchikan so I had plenty of time to visit the city oops

Ya never know if certain cruise lines will have proactive customer support. Take extraordinary precautions to have Plan B ready, when others don’t hold up their end. So sorry for everything this family had to endure. If this was an NCL-sponsored excursion, the family should be awarded all cash as they aren’t obtuse, and would probably prefer a different cruise line.

Norwegian has ruined the Ketchikan stop😢😢😢😢 docking in Ward Cove

This is why I always have my passport with me on excursions and several major credit cards. With those you can get back home if you miss your ship. Last year I cruised to Alaska with Norwegian Cruise line. At times they seem to be chaotic. My wife wanted a wheel ship assist onto the ship and it never arrived. She had a walker and manage to make it aboard. But she was angry. I doubt she will cruise with them again.

Norwegian did enough after the missed departure, but needed to do more before. This could have been avoided by running the tour tighter.

When we went in Sept 2023 they told us to be in line at 12:00. We along with hundreds of others in line for hours as the buses didn’t cone.I was so heartbroken and worried for the elderly and small children standing in line. It was horrible. You saw princess & another cruise ship in the port with pop-ups and umbrellas for their guest. The line wrapped around the port and through the dock

how unfortunate for them , I cruised with NCL and never had this problem when you go in their tour you were assigned with bus number and given stickers so you know who are your party. when you go on cruise you get to know some passengers since you get to go to some tours with them and you end up looking out for each other up to the point you can tell who is missing on your group

You forgot that it took the guests local news cast to investigate. Furthermore what if these folks didn't have the money. NCL needs to give them all free cruises. Sheesh

My last booking with Silver Sea did it for me: cruises are so inflexible and if by god you have to change plans bam the sell your suite to another making more and ripping you off. Say no to cruising as many wonderful trips can be done in your own car or by flying.

Very sad for the family but glad NCL stepped up to cover the expenses. Sometimes, the unexpected changes are difficult but can turn into an even greater memory, if we embrace the moment.