Norwegian Cruise Line to pay $2M over COVID sales practices

Norwegian Cruise Line agreed to pay $2 million to a dozen U.S. states, following an investigation into its allegedly deceptive sales practices during the COVID-19 pandemic.

Consumers said they were getting "confusing and conflicting information about cruise bookings and cancellations, and they reported that NCL implemented unfair policies regarding future cruise credits and refunds associated with cruises cancelled as a result of the COVID-19 pandemic," according to an April 13 news release from New Jersey Attorney General Jennifer Davenport’s office.

The settlement was also signed by attorneys general from Connecticut, Florida, Illinois, Louisiana, Minnesota, Nevada, North Carolina, Pennsylvania, Texas, Utah and Wisconsin.

The investigation began "following reports that NCL representatives were discouraging cancellations by inaccurately telling consumers the virus could not survive tropical temperatures," Connecticut Attorney General William Tong’s office said in a separate news release.

Between mid-March of 2020 and late November 2025, the cruise line issued more than $3 billion in refunds to customers across the country, per the settlement. That included around $2.6 billion in credit card refunds and nearly $505 million in future cruise credits.

"We’re pleased that this matter has now been resolved," the cruise line’s parent company, Norwegian Cruise Line Holdings, told USA TODAY in an emailed statement. "From the outset, we fully cooperated with authorities, and we have taken meaningful steps to strengthen our practices and ensure our communications reflect the highest standards of accuracy, transparency, and responsibility. The health, safety, and security of our guests and team members remain our top priority."

The cruise line did not admit prior violations of any laws as part of the settlement.

Per the agreement, Norwegian is also barred from creating or distributing sales communications with misleading or deceptive content; must designate a senior management team member to approve sales communications during future disaster declarations; and implement mandatory training on sales communications for consumer-facing employees.

Nathan Diller is a consumer travel reporter for USA TODAY based in Nashville. You can reach him at [email protected].