The settlement with NCL Bahamas, Ltd. resolves a multistate investigation involving attorneys general from 11 states following reports that Norwegian Cruise Line representatives discouraged cancellations by falsely telling consumers the coronavirus could not survive tropical temperatures. Connecticut will receive $65,081.31 of the $2 million total settlement, reflecting the approximately 39 consumer complaints the state received regarding NCL's COVID-related cancellation practices.
"During the height of the pandemic, my office received over 1,000 complaints regarding disrupted travel plans and denied refunds and we recovered $2 million for Connecticut travelers. Companies must ensure all communications with consumers are accurate and fair, especially during an emergency," said Attorney General Tong.
The investigation was launched during the early days of the COVID pandemic following reports of deceptive sales practices designed to discourage cancellations. Under the settlement terms, NCL is prohibited from generating or disseminating deceptive or unsubstantiated sales statements to consumers and from incentivizing sales over consumer health and safety during disaster declarations.
The company must also implement mandatory training for consumer-facing employees regarding appropriate sales communications and designate senior management to approve prospective sales communications prior to their use during future disaster declarations.
The enforcement action addresses practices that occurred between March 13, 2020, and November 30, 2025, during which NCL issued refunds totaling over $2.6 billion nationwide, as well as more than $500 million in future cruise credits.
The multistate coalition included attorneys general from Illinois, Louisiana, Minnesota, North Carolina, Nevada, New Jersey, Pennsylvania, Texas, Utah, and Wisconsin, demonstrating coordinated enforcement efforts to address pandemic-era consumer protection violations in the travel industry.
The settlement requires ongoing compliance monitoring and establishes new protocols for NCL's communications during future emergencies, creating a framework that extends beyond the immediate COVID-19 pandemic to address potential future disaster scenarios.