The settlement with NCL Bahamas, Ltd. resolves a multistate investigation into the cruise line's handling of COVID-related cancellations and sales communications between March 13, 2020, and November 30, 2025. Connecticut received approximately 39 consumer complaints regarding NCL's pandemic-related cancellation practices, while Tong's office fielded over 1,000 travel-related complaints during the pandemic and recovered $2 million for Connecticut travelers.
The investigation was launched during the early days of the COVID pandemic following reports that NCL representatives were discouraging cancellations by inaccurately telling consumers the virus could not survive tropical temperatures. The settlement prohibits NCL from generating or disseminating deceptive or unsubstantiated sales statements to consumers and bars the company from incentivizing sales over consumer health and safety during disaster declarations.
Under the settlement terms, NCL must implement mandatory training for consumer-facing employees regarding appropriate sales communications and designate senior management to approve prospective sales communications before their use during future disaster declarations. The company issued refunds totaling over $2.6 billion nationwide during the covered period, as well as more than $500 million in future cruise credits.
The enforcement action reflects ongoing scrutiny of travel industry practices during the pandemic, with state attorneys general nationwide pursuing companies that allegedly misled consumers about safety protocols or improperly denied refunds. The cruise industry faced particular challenges during COVID-19, with multiple high-profile outbreaks aboard ships leading to widespread cancellations and customer disputes.
"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 settlement joins Connecticut with Illinois, Louisiana, Minnesota, North Carolina, Nevada, New Jersey, Pennsylvania, Texas, Utah, and Wisconsin in the coordinated enforcement action. The agreement establishes precedent for holding travel companies accountable for misleading safety communications during public health emergencies.