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Cruise Line Pays $2M Over COVID Booking Deception
16 Apr
Summary
- Norwegian Cruise Line paid $2 million to a dozen U.S. states.
- Customers received confusing information on bookings and cancellations.
- Cruise line allegedly gave inaccurate information about virus survival.
Norwegian Cruise Line reached a $2 million settlement with twelve U.S. states to resolve allegations of deceptive sales practices during the COVID-19 pandemic. The investigation, initiated after reports of misleading information, focused on how the cruise line handled bookings and cancellations.
Consumers reported receiving confusing and conflicting information, with some representatives allegedly downplaying COVID-19 risks. Inaccurate statements about the virus's survival in tropical climates were reportedly used to deter customers from canceling their reservations.
The settlement, effective as of April 16, 2026, mandates that Norwegian Cruise Line implements enhanced sales communication protocols. This includes senior management approval for sales materials during future disaster declarations and mandatory training for consumer-facing employees.
Between mid-March 2020 and late November 2025, the company issued over $3 billion in refunds. This included approximately $2.6 billion in credit card refunds and nearly $505 million in future cruise credits. The cruise line has stated its full cooperation with authorities and its commitment to upholding accuracy and transparency.
