Updated September 23, 2020 at 9:00 am EST
Questions that have been updated or added will be marked as UPDATED or NEW
 
Frequently Asked Questions
Our Guests First philosophy puts our guests at the heart of every decision which is why during these extraordinary times we are doing our part to provide your client’s with peace of mind however and whenever we can.
 
UPDATED Q1: What is Norwegian’s Peace of Mind?
A1: Simply put, for any voyage through and including October 31, 2021, guests are free to cancel in advance of embarkation. Anyone choosing to cancel will receive a full refund in the form of a future cruise credit to be used for sailings that embark through December 31, 2022.

This below is applicable for any existing or new reservations deposited by October 31, 2020.

  • 2020 Sailings (new and existing reservations): Guests are free to cancel anytime up to 48 hours in advance of embarkation (for any voyage embarking through Dec 31, 2020)
  • 2021 Sailings (new and existing reservations): Guests are free to cancel anytime up to 15 days in advance of embarkation (for any voyage embarking Jan 1, 2021 through Oct 31, 2021)


Q2: What sailings qualify under Norwegian’s Peace of Mind policy?
A2: Our Peace of Mind policy applies to all sailings through and including October 31, 2021.

Q3: How long will guests have to redeem their future cruise credit (FCC)?
A3: All future cruise credits must be redeemed within one year from issue date and can be used for
sailings departing on or before December 31, 2022. FCCs can be used for any purchase other than
amenities.

Q4: How long will it take to receive my future cruise credit?
A4: FCCs will be credited to the guest’s profile via their Latitudes number within seven business
days. Communication will be sent to the travel partner and guest once the FCC is added.

Q5: Can I make a new booking before I receive the future cruise credit for a cancelled
booking?

A5: Absolutely. However, for FCCs associated with the Peace of Mind policy, the FCC must be first
generated and attached to the guest profile. Once the FCC is added to the guest profile, FCCs can
then be applied to any existing booking or newly created booking.

UPDATED Q6: How long will it take to receive the refunded portion (if any) of a cancelled booking?
A6: All refunds will be returned to the original form of payment sixty (60) days after the request for
the refund has been made.

UPDATED Q7: Does this policy apply retroactively to previously booked sailings?
A7: Yes. The policy applies to existing and active bookings deposited by October 31, 2020, for sailings through and including October 31, 2021.

Q8: Does this policy apply retroactively to previously cancelled bookings?
A8: No. The policy does not apply to bookings cancelled prior to March 10, 2020.

Q9: Does the new Peace of Mind policy affect the final payment for voyages?
A9: Yes, for voyages through March 31, 2021 only. Please refer to Q10 for further details.

Q10: What is your current final payment policy and schedule?
A10: Effective August 26th, 2020 we have modified our final payment schedule for voyages through March 31, 2021 only. Final Payment for active voyages embarking through March 31, 2021 has changed from 120 days prior to sailing to 60 days prior to sailing.

Below you will find our temporary modified cancellation schedule for voyages through March 31, 2021:

Final Payment for all voyages embarking April 1, 2021 forward will remain at our standard policy of 120 days prior to sailing.

Our cancellation schedule for all voyages from April 1, 2021 forward will remain at our standard policy (https://www.ncl.com/about/cancellation-fee-schedule). Below you will find our standard cancellation schedule:

 


Q11: What is the process for cancelling?
A11: Those interested in cancelling under the Peace of Mind policy, can cancel on BookNCL via Norwegian Central or through your GDS and the FCC will be applied to the guests' profile in 7 business days. All bookings cancelled inside final payment through BookNCL or GDS will default to the Peace of Mind FCC. If the booking is outside final payment, refunds will work as usual.

If there is an exception where your clients want to cancel and receive a refund with penalties applied, this needs to be cancelled by contacting us via phone at 1-800-327-7030.
 
Q12: How long will the Peace of Mind policy be in effect?
A12: Norwegian Cruise Line reserves the right to modify the policy at any time. Any changes will be communicated.
 
Q13: Will Travel Partner commissions be protected for guests who choose to
cancel their existing reservation?

A13: Commissions previously paid will be protected and not recalled. Commissions that have not been issued for sailings November 1, 2020 forward will be paid as per our standard policy, at the time of final payment and within the final payment window. Commission on new bookings where an FCC is applied, will be paid on sailed reservations.

Q14: Are commissions being paid on Peace of Mind future cruise credit (FCC)
bookings?

A14: Absolutely. Per our standard policy, we are paying commission on all new bookings that are made and paid for using an FCC.

The following commission payment changes took effect July 1, 2020

  • Current FCC bookings (those paid with an FCC)
    • Commissions for current and active FCC bookings for sailings through October 31,
      2020 have been paid
    • Commissions for current and active FCC bookings for sailings November 1, 2020
      forward, will be paid on sailed reservations
  • New FCC bookings (those paid with an FCC)
    • Commissions for new FCC bookings, will be paid on sailed reservations

 
Q15: What happens if there is a difference in cruise fare between the future cruise credit (FCC) issued and the future booking?
A15: If the cruise fare for the new booking exceeds the FCC’s value, guests will be responsible for the difference. Alternatively, if the new cruise fare is lower than the FCC’s value, a new FCC will be issued for the remaining balance.

Q16: What costs are included in the future cruise credit (FCC)?
A16: The following will be applied to the FCC:

  • Cruise fare and taxes
    • Including any winning Upgrade Advantage payments.
  • Flight arrangements booked through Norwegian Cruise Line.
  • Hotel and CruiseTour packages purchased through Norwegian Cruise Line.
  • Prepaid service charges 
  • Beverage or Dining gratuities (if part of FAS Promotion selection)
  • Prepaid shore excursions
  • Essentials, Booksafe Standard or Platinum Travel Protection, if purchased
 
Q17: Are any of the costs refunded instead of being included in the FCC? 
A17: Any ancillary items sold by Norwegian Cruise Line will be refunded to the cardholder who made the original purchase and will not be included in the FCC. 
  • Ancillary items include: Bon Voyage gifts and celebration packages, pre-purchased dining or beverage packages (those not part of FAS promotion), water packages, purchased on board credits, pre-purchased internet or photo packages. 

Q18: What is not included in the future cruise credit (FCC) or refund?
A18: The following will not be applied to the FCC or refunded:
  • Special Promotional Onboard Credits (OBC)

Q19: What can the FCC be used for?
A19: Any bonus FCC amount is applied only to the voyage fare. The original, full value FCC can be applied and used for the following:

  • Voyage Fare
  • NCFs
  • Government Fees and Taxes
  • Pre-paid service charges
  • Beverage or dining gratuities (if part of the Free At Sea promotion selection)
  • Air purchased through Norwegian Cruise Line
  • Hotel purchased through Norwegian Cruise Line
  • Cruise tours purchased through Norwegian Cruise Line
  • Pre-booked and pre-paid shore excursions
  • Transfers
  • Essentials, Booksafe Standard or Platinum Travel Protection insurance (if purchased on the original suspended reservation)
Q20: Is there anything the FCC cannot be used for?
A20: The FCC cannot be applied or used for the following:
  • Amenities
  • Dining/beverage packages that are not part of the Free At Sea program
  • Internet packages that are not part of the Free At Sea program
  • Shore excursions booked while onboard
  • Onboard credit
  • Water/soda packages
  • Bottles of wine
  • Bon voyage gifts and celebration packages
  • Photo packages

Q21: Are Peace of Mind FCCs transferable?
A21: Yes. FCCs from either our Peace of Mind policy, or a suspended sailing are transferable. In order to transfer an FCC, and in an effort for us to best assist you quickly, please follow the instructions below:
  • Email Request To: fcctransfer@ncl.com
  • Include Subject Line: FCC TRANSFER REQ - Coupon ID #XXXXXXXX
  • Email to Include:
    1. Attachment (i.e. email or written approval) from original FCC owner requesting
      transfer.
      • *Note: Failure to include will result in the transfer request being denied.
    2. Completed FCC transfer request chart. Please fill out one request chart for each new owner. See below example (used per FCC transfer request):

Special notes:
  • Please allow 3 to 7 business days for the transfer request to be completed.
  • Peace of Mind and suspended sailing FCCs worth 100% of the fare paid are eligible for
    transfer.
    • Partial transfer of Peace of Mind and suspended sailing FCCs worth 100% of the
      fare paid are only permitted when the receiving guest is traveling on the same
      ship and sail date as the original owner.
      • Note failure to include qualified reservation information for partial
        transfers will result in request being denied.
      • The full remaining balance of a partial FCC will be transferred. We regret
        to advise we are unable to transfer only a portion of the balance.
  • Only the entire and full original value of the bonus 25% and 50% credit FCCs issued
    for suspended sailings may be transferred.
  • An email from the original FCC owner requesting the transfer to be made must be
    included when submitting the transfer request to fcctransfer@ncl.com.
  • Once the transfer (full or partial) takes place, the receiving guest is now the owner and
    the previous owner cannot request a transfer back.
  • Only one transfer or exchange of ownership will be allowed per FCC. This is applicable
    to Peace of Mind and suspended sailings FCCs, including 25% and 50% credit FCCs
    issued for suspended sailings.
  • Insurance FCCs are NOT eligible for transfer.
  • Once the transfer is completed, a confirmation email will be sent, via a reply to the
    original email. At that time, the receiving guest will be able to apply the coupon to the
    desired reservation.


Q22:  You previously communicated Booksafe Standard and Platinum Travel Protection insurance was excluded from the FCC (or refund).  Has this changed?
A22:  Yes. After receiving your feedback and to display our commitment to delivering exceptional experiences, along with our partnership with AON and Nationwide, we will be making changes as it pertains to the travel protection component of the FCC (or refund). All guests who elect to cancel utilizing the Peace of Mind policy, who purchased Booksafe Standard or Platinum Travel Protection, will be receiving an additional insurance FCC, worth the value of the travel protection plan paid. This insurance FCC will be valid for one year from date of issuance and applicable towards insurance (only) for all published sailings through December 31, 2022.

Q23: Which guests on the bookings receive the FCC?
A23: The FCC goes to each individual guest on the reservation based on the breakdown of charges per guest. 
 
Q24: What happens to CruiseNext certificates that were used on a cancelled reservation?
A24: CruiseNext certificates used will be returned to the guest account on file.
 
Q25: What happens if the cancelled booking had a previous FCC applied? 
A25: The original FCC will be added back to the guests' profile and then they will also receive a new FCC for the outstanding amount.  

Q26: What happens when one or more guests cancel, but other guests on the same booking choose to sail? 
A26: Unfortunately, we are not able to accommodate an individual guest electing to cancel on a reservation.  In an effort to take advantage of the Peace of Mind policy, the entire reservation must accept the FCC.

UPDATED Q27: To what reservations does the Peace of Mind policy apply?
A27: Our temporary Peace of Mind policy applies to current and active individual and group bookings (full-ship charters are excluded) through and including October 31, 2021. Please note that the policy differs based on departure date:

This below is applicable for any existing or new reservations deposited by October 31,2020.

  • 2020 Sailings (new and existing reservations): Guests are free to cancel anytime up to 48 hours in advance of embarkation (for any voyage embarking through Dec 31, 2020)
  • 2021 Sailings (new and existing reservations): Guests are free to cancel anytime up to 15 days in advance of embarkation (for any voyage embarking Jan 1, 2021 through Oct 31, 2021)


Q28: Will a guest’s air change fees be protected?
A28: Guests who secured air accommodations through Norwegian Cruise Line’s airfare program and now wish to alter their plans, can do so with peace of mind as accommodations and fees are protected. Guests who purchased flights independently, should contact their air travel provider for guidance.
 
Q29: Do all rate codes qualify?
A29: Yes.

Q30: Can guests choose to carry promotional amenities or value adds from their cancelled reservation to their future booking?
A30: At time of cancellation, all promotional offers, amenities and value adds will be removed from the booking and will not carry-over to future reservations. Future reservations are subject to prevailing fares and offers in market at the time of booking.
 
Q31: Can the future cruise credit (FCC) be used as payment towards the same cancelled cruise if they decide at a later date to sail?
A31: No. The 48-hour prior to sailing cancellation window provides Peace of Mind allowing you and your clients to defer decisions to a later date and therefore the cancelled cruise may not be re-booked using the FCC.  
 
Q32: What happens if a new reservation using the FCC is cancelled at a later point in time?
A32: The full value of FCC will be credited back to the guest’s Latitudes profile if cancellation is outside of standard penalties. Cancellation penalties will be withdrawn from the FCC amount if applicable and remaining balance will be attached to guest’s profile.
 
Q33: My client won a bid on the Norwegian Upgrade Advantage. Are they guaranteed the same category on the new booking?
A33: No, guests will receive the full value of their winning bid within the FCC and can apply that towards the sailing and category of their choice. Guests can then participate in a new bid once invited to the program for the newly selected sailing.
 
Q34: Should my clients take out Travel Protection on the new bookings?
A34: Travel protection is always highly recommended and the Peace of Mind policy does not replace protection provided by travel insurance.
 
Q35: I have a client booked on a Sixthman full-ship chartered cruise, which sails on Norwegian. Does Norwegian’s Peace of Mind apply to them?
A35: Policies for Sixthman full-ship charters may differ. Please contact Sixthman directly.

Q36:  What happens to guests who are booked on a full-ship charter cruise during this time period?
A36: Guests booked on a full-ship charter to sail aboard a Norwegian Cruise Line ship are not eligible for this offer.  Any full-ship charter guests during this period should contact their charter company directly with any questions. 
 
Q37: What protocols have been implemented to prevent the spread of COVID-19?
A37: We recently announced the Healthy Sail panel, a collaboration with Royal Caribbean Group, to develop enhanced cruise health and safety standards in response to the COVID-19 global pandemic. The panel is comprised of top experts in public health, infectious disease, biosecurity, hospitality and maritime operations and is tasked with collaboratively developing recommendations for cruise lines to advance their public health response to COVID-19, improve safety, and achieve readiness for the safe resumption of operations. The panel’s recommendations will be made available to the global travel industry. The Company will continue to work with the U.S. Centers for Disease Control and Prevention (CDC), the federal government and global public health authorities to take all necessary measures to protect its guests, crew and the communities visited. For more information, in addition to updated policies and procedures, please visit www.ncl.com/PeaceOfMind.

Q38: What does the future look like for Norwegian Cruise Line?
A38:  As a leading global cruise company, Norwegian Cruise Line Holdings, which operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands, has a combined fleet of 28 ships with nine vessels on order through 2027.
 
In 2019, the Company recorded its sixth consecutive year of record revenue and earnings per share. This record financial performance included record revenue of $6.5 billion and adjusted net income of $1.1 billion*. Despite being the third largest cruise operator, the Company has consistently led the industry across all net yield metrics with 2019 marking the seventh consecutive year of net yield growth*. The Company is known for its long-standing track record of strong financial performance which includes over a decade of financial growth.

In response to the impacts from COVID-19 on its business, including the temporary suspension of cruise voyages, in May, the Company raised approximately $2.4 billion of liquidity, and in July launched capital market transactions to raise approximately $1.5 billion of additional funds. This strengthens our financial position and makes us well-positioned to weather potential further impacts throughout 2021.

The Company is eager to begin welcoming its loyal guests aboard as soon as possible. 

*Adjusted Net Income and Net Yield are non-GAAP financial measures. Please refer to the
Company’s Q4 2019 earnings release and presentation for reconciliations of these non-GAAP
financial measures to the GAAP financial measures the Company considers most comparable.
 
Q39:  Who do I contact for questions?
A39:  For additional questions not included within these FAQs, we ask you to contact our Guest Services team by calling 1-800-327-7030.  We expect call volume to be higher than normal during this time period, so we appreciate your patience and understanding.  Travel partners may also communicate with us via message through our Partners First Facebook page.