Peace of Mind Policy

Updated September 2021
Frequently Asked Questions
Our Guests First philosophy puts our guests at the heart of every decision we make which is why during these extraordinary times we are doing our part to provide your clients with peace of mind however and whenever we can.

Q1: What is Norwegian’s Peace of Mind?
A1: Simply put, for new and existing bookings for any voyage with an embarkation date through and including October 31, 2021, guests are free to cancel anytime up to 15 days 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. Reservations cancelled outside of final payment will receive a full refund back to the method of payment used to book. If outside final payment and an FCC was used as payment, the original FCC will be added back to the guest's profile.

Q2: What sailings qualify under Norwegian’s Peace of Mind policy?
A2: Our Peace of Mind policy applies to all sailings with embarkation dates through and including October 31, 2021. To cancel under Peace of Mind, the following terms must be met:
- Reservation must be within the final payment period AND must be paid in full. *NCL Miami, NCL Asia, LATAM, NCL MEA and NCL Brazil only.
- Bookings cancelled inside final payment that are not paid in full will default to the standard refund process with penalties applied.
- If the booking is outside final payment, refunds will work as usual.

Q3: What costs are included in the Peace of Mind future cruise credit (FCC)?

A3: Reservations cancelled using Peace of Mind the POM FCC (coupon code POM-NRD) will include:

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.
Shore Excursions booked and pre-paid through Norwegian Cruise Line
Prepaid service charges
Beverage or Dining gratuities (if part of FAS Promotion selection)
Free at Sea Package charge (UK Only)
Essentials Travel Protection
REACOMM Suspension FCC, Peace of Mind FCC, CruiseNext, and CruiseFirst coupons that were used as a form of payment.
- Any original FCC, CruiseNext or CruiseFirst coupon used on the canceled reservation will not be reactivated or reissued, these items will now be included in the new Peace of Mind FCC except for the following:

- Any Discount FCCs that were used on the canceled reservation will revert to the guest’s profile and maintain original expiration dates.
- Insurance FCCs that were used on the canceled reservation will not be reissued or included in the POM-NRD value.

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 before it can be added to a reservation. It can then be applied to any new or existing reservation or group booking.

Q6: Can I convert my FCC into another currency?
A6: No. FCCs from either our 2020 suspended sailings or Peace of Mind are not able to be converted into another currency.

Q7: How long will it take to receive the refunded portion (if any) of a cancelled booking?
A7: All refunds will be returned to the original form of payment sixty (60) days after the request for the refund has been made.

UPDATED Q8: Does this policy apply retroactively to previously booked sailings?
A8: Yes. The policy applies to existing and active bookings deposited by March 31, 2021, for sailings with embarkation dates through and including October 31, 2021.

Q9: Does this policy apply retroactively to previously cancelled bookings?
A9: No. The policy does not apply to bookings cancelled prior to March 10, 2020.

UPDATED Q10: Does the new Peace of Mind policy affect the final payment for voyages?
A10: The Peace of Mind policy provides additional flexibility with a 60-day final payment schedule for voyages with embarkation dates through October 31, 2021 only. Please refer to Q11 for further details.

UPDATED Q11: What is your current final payment policy and schedule?
A11: We have modified our final payment schedule for voyages that embark through and including October 31, 2021. Final Payment for active voyages embarking through and including October 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 and including October 31, 2021:

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

Our cancellation schedule for all voyages from November 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:

Q12: What is the process for cancelling?
A12: Those interested in cancelling under the Peace of Mind policy must contact Norwegian via phone at 1-800-327-7030 to apply the code to their clients’ reservations. Bookings cancelled inside final payment through BookNCL or GDS will default to the standard refund process with penalties applied. If the booking is outside final payment, regardless of cancellation method, refunds will work as usual. If a guest paid using an FCC, the FCC will be credited back to the guest profile.

If there is an exception where your clients want to cancel inside final payment and receive a refund with penalties applied instead of a Peace of Mind FCC, this needs to be cancelled by contacting us via phone at 1-800-327-7030.

Q13: How long will the Peace of Mind policy be in effect?
A13: Norwegian Cruise Line reserves the right to modify the policy at any time. Any changes will be communicated.

UPDATED Q14: Will Travel Partner commissions be protected for guests who choose to cancel their existing reservation?
A14: Commissions are being paid as per our standard policy, at the time of final payment and within the final payment window. Our new 60-day final payment schedule for all voyages through October 31, 2021 supersedes our previously communicated 120-day final payment. Commissions where an FCC is applied, will be paid on sailed reservations.

Q15: Are commissions being paid on Peace of Mind future cruise credit (FCC) bookings?
A15: Absolutely. Per our standard policy, we are paying commission on all new bookings that are made and paid for using an FCC. Commissions for all FCC bookings will be paid on sailed reservations.

Q16: What happens if there is a difference in cruise fare between the future cruise credit (FCC) issued and the future booking?
A16: 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, the remaining balance will be returned to the client’s profile in the form of a FCC.

Q17: What costs are included in the future cruise credit (FCC)?
A17: The following will be applied to the FCC:

Cruise fare and taxes (including any winning Upgrade Advantage payments)
Hotel and CruiseTour packages purchased through Norwegian Cruise Line.
Shore Excursions booked and pre-paid through Norwegian Cruise Line.
Prepaid service charges
Beverage or Dining gratuities (if part of FAS Promotion selection)
Essentials, Booksafe Standard or Platinum Travel Protection, if purchased. FCCs resulting from insurance cancellations can only be applied towards insurance on the new reservation.
Free at Sea package charge (UK only)

Q18: Are any of the costs refunded instead of being included in the FCC?
A18: 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.

Q19: What is not included in the future cruise credit (FCC) or refund?
A19: The following will not be applied to the FCC or refunded:

Special Promotional Onboard Credits (OBC)
Any portion of the cruise fare paid for with a previously issued FCC.

Q20: What can the FCC be used for?
A20: 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)

Q21: Is there anything the FCC cannot be used for?
A21: 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

UPDATED Q22: Are Peace of Mind FCCs transferable?
A22: 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.
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.

Q23: You previously communicated Booksafe Standard and Platinum Travel Protection insurance was excluded from the FCC (or refund). Has this changed?
A23: 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. If an insurance FCC is applied to a new booking without travel protection on it, the Insurance FCC will be removed and added back to the guest profile.

Q24: Which guests on the bookings receive the FCC?
A24: The FCC goes to each individual guest on the reservation based on the breakdown of charges per guest.

Q25: What happens to CruiseNext certificates that were used on a cancelled reservation?
A25: CruiseNext certificates used will be returned to the guest account on file.

Q26: What happens if the cancelled booking had a previous FCC applied?
A26: The original FCC will be added back to the guests' profile and then they will also receive a new FCC for the outstanding amount.

Q27: What happens when one or more guests cancel, but other guests on the same booking choose to sail?
A27: 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 Q28: To what reservations does the Peace of Mind policy apply?
A28: Our temporary Peace of Mind policy applies to current and active individual and group bookings (full-ship charters are excluded) embarking through and including October 31, 2021. For new and existing reservations booked by March 31, 2021, guests may cancel anytime up to 15 days 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. Reservations cancelled outside of final payment will receive a full refund back to the method of payment used to book.

Q29: Will a guest’s air change fees be protected?
A29: Air change fees are not protected and will not be covered.

Q30: Do all rate codes qualify?
A30: Yes.

Q31: Can guests choose to carry promotional amenities or value adds from their cancelled reservation to their future booking?
A31: 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.

Q32: If a guest cancels under Peace of Mind, can they use their future cruise credit (FCC) as payment to rebook the same cruise at a later time?
A32: No. Peace of Mind allows you and your clients to defer decisions to a later date and therefore the cancelled cruise may not be re-booked using the FCC.

Q33: What happens if a new reservation using the FCC is cancelled at a later point in time?
A33: 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.

Q34: My client won a bid on the Norwegian Upgrade Advantage. Are they guaranteed the same category on the new booking?
A34: 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.

Q35: Should my clients take out Travel Protection on the new bookings?
A35: Travel protection is always highly recommended, and the Peace of Mind policy does not replace protection provided by travel insurance.

Q36: 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?
A36: Policies for Sixthman full-ship charters may differ. Please contact Sixthman directly.

Q37: What happens to guests who are booked on a full-ship charter cruise during this time period?
A37: 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.

Q38: What protocols have been implemented to prevent the spread of COVID-19?
A38: 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.

Q39: Who do I contact for questions?
A39: For additional questions and information, please contact our Guest Services team by calling 1-800-327-7030 or visit NCLHelp via Norwegian Central. Travel partners may also communicate with us via private message through our Partners First Facebook page.