For Norwegian Cruise Line, the start of 2025 was meant to be a time when passengers would be able to do more during their vacations with ease and simplicity.
As of Jan. 1, the cruise line’s “Free at Sea” cruise package was officially replaced by “More at Sea,” an upgraded package designed to offer more benefits and premium inclusions for passengers. The new package offers an expanded beverage package, more included specialty dining meals, enhanced Wi-Fi, and other benefits.
Related: Norwegian Cruise Line and MSC Cruises have huge 2025 ship plans
While delivering more to its passengers through More at Sea, Norwegian also wanted to improve the way its passengers plan their cruise vacations. With a new tool for making dining reservations, booking shore excursions and more, the cruise line hoped to add more ease to the cruise experience.
But according to passenger posts on social media, Norwegian’s new tool hasn’t had the desired effect. Planning for upcoming cruises suddenly became more complicated and aggravating for a number of passengers after Norwegian Cruise Line rolled out a new mobile app.
Designed to streamline the cruise experience for passengers both before and during their voyages, the new Norwegian Cruise Line app replaces its Cruise Norwegian app and offers more features to help passengers tailor their cruise vacations.
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Norwegian has been having problems with its app.
Image source: Shutterstock
So far, Norwegian’s new mobile app is more frustrating
One of the app’s key enhancements is a more intuitive way to browse and make onboard reservations including dining, shore excursions and entertainment.
The app is also designed to simplify the cruise check-in process with reduced steps and offer a more transparent folio view of a passenger’s purchase history. Relevant voyage information like the passenger’s reservation and stateroom number are displayed on a personalized home screen.
Although the new app’s features sound helpful, many passengers haven’t been able to take advantage of them yet. A number of passengers have recently posted comments on the cruise line’s Facebook page to report problems with the new app.
Related: Norwegian Cruise Line updating 2 popular ships
“Why would you create a new app that doesn’t work and the old app is “not supported” anymore?” said passenger Kel McNeil. “I’d like to book excursions and dinners, and explore the “new” app, but the new app stays stuck on a white screen no matter how many times I reset my phone or delete and redownload the newer app. First and only cruise with NCL this August and not sailing with you again. Thanks for the anxiety.”
“I’m extremely frustrated with the new app,” chimed in passenger Lisa Ford. “It won’t load and my cruise is in 28 days. Can you please revert to the old version?”
“Fix your App,” echoed passenger Kristen Lawson. “White screen, gray lines, everyone having issues an no communication from NCL on the issues.”
Norwegian Cruise Line responds to mobile app issues
Come Cruise With Me reached out to Norwegian Cruise Line for comment on its mobile app difficulties. A rep provided the following statement.
“Guest feedback is incredibly important to us. NCL is committed to delivering an exceptional experience that allows guests to vacation with ease. Over the past few days there was a technical issue loading our new mobile app that has since been resolved. We are grateful for our valued guests and are continuously seeking to enhance their vacation experience. We always recommend guests ensure they have downloaded the latest update from the app store prior to sailing as we are regularly deploying new features.”
Related: Princess Cruises works to resolve dining challenges
In a response to one of the comments posted on its Facebook page, Norwegian Cruise Line noted that an update to the app was released on Jan. 7 that will “hopefully help with the technical difficulties that some were experiencing.”
Princess Cruises faced a similar issue with its mobile app in 2024 that left some passengers unable to make dining reservations before boarding a Princess cruise ship. Its solution? Introduce a 24/7 phone line dedicated specifically to onboard dining reservations.
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