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Cruise line refuses refund for couple following crash, altered itinerary


PROVIDENCE, R.I. (WPRI) – For months, Tonya Pool had been looking forward to her cruise on the Norwegian Epic ship.

“We got in the middle of the ocean and started moving very, very slow,” Pool told Call 12 for Action. “Then we were notified that the engine had failed.”

The ship canceled its stop at the first destination and was docking in Puerto Rico for repairs when it crashed into the dock.

The February incident was caught on camera and posted to social media.

Norwegian Cruise Line said nobody was injured, but the cruise never got back on track with its planned itinerary.

“We were told we weren’t going to go to the next island because there were still issues with the engine,” Pool recalled. “Then they made another announcement that we weren’t going to go to the third island.”

“It was just one thing after another,” she said.

In a letter to passengers on the ship, the cruise line originally offered a 50% credit toward another cruise. Then the company upped its offer to a 100% credit.

“Who’s to say that we wanted to cruise with them again?” Pool said. “How come we can’t have our money back and make that choice if we want to cruise with them or not?”

A spokesperson for Norwegian Cruise Line told Call 12 for Action passengers are only entitled to a refund if the cruise is canceled. In Pool’s case, though the ship never made it to its destinations, the cruise technically lasted the full seven days.

Norwegian reiterated its offer for a cruise credit and said,  “We recognize the disappointment and inconvenience our guests experienced and we offer our sincerest apologies. Our team worked diligently to assist all guests while onboard as well as after disembarkation.”

Norwegian said it also covered the cost of a hotel stay and airline change fees the Pools incurred.

Susan Campbell ( is the Call 12 for Action and Target 12 consumer investigator for WPRI 12 and Fox Providence. Follow her on Twitter and on Facebook.

Copyright 2020 Nexstar Broadcasting, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.


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