Two Phoenix women, Faye Harris and her cousin Dawn, recently took a two-week Caribbean cruise with Norwegian Cruise Lines. Despite paying for the trip in full months beforehand, they were surprised when told that a significant portion of the cost had not been covered.
The ladies had booked a package deal including drinks and special meals at an Italian restaurant and steakhouse. However, once on board, they were informed that these extras had been canceled due to a supposed system error. The total amount due was $650.
Faye had proof of payment and disputed the charges with the cruise line. After paying again, they received assurances that the issue would be sorted out later. Following the trip, Faye reached out to Norwegian for an explanation and attempted to get her money back.
An investigation revealed that the “system error” had inadvertently applied the $650 charge to a new bill for trip insurance and pre-paid gratuities. Consequently, Faye and Dawn were not financially affected after all.
Norwegian acknowledged their billing mistake and expressed regret over any confusion caused. The women appreciated the assistance of On Your Side in resolving the issue, although they still expressed frustration at having spent their grandchildren’s Christmas money on the cruise.
Source: https://www.azfamily.com/2025/02/07/billing-mistake-leads-cruise-confusion-two-phoenix-travelers