The investigation was launched after reports emerged that NCL representatives discouraged passengers from canceling their cruises by falsely telling them the coronavirus could not survive tropical temperatures. Between March 13, 2020, and November 30, 2025, NCL issued refunds totaling over $2.6 billion nationwide and provided more than $500 million in future cruise credits.
Under the terms of the settlement, NCL is prohibited from generating or disseminating deceptive or unsubstantiated sales statements to consumers. The company is also barred from incentivizing sales over consumer health and safety during disaster declarations.
To ensure compliance, NCL must implement mandatory training for consumer-facing employees regarding appropriate sales communications. Additionally, the company must designate senior management to approve prospective sales communications prior to their use during any future disaster declarations.
The settlement resolves a multistate investigation involving attorneys general from 11 states. The coalition included Illinois, Louisiana, Minnesota, North Carolina, Nevada, New Jersey, Pennsylvania, Texas, Utah, and Wisconsin.
Connecticut received approximately 39 consumer complaints regarding NCL’s COVID-related cancellation practices. Attorney General Tong noted that his office received over 1,000 complaints regarding disrupted travel plans and denied refunds during the height of the pandemic.
“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 enforcement action establishes ongoing compliance monitoring and new protocols for NCL’s communications during future emergencies, creating a framework that extends beyond the immediate COVID-19 pandemic.