NCL Bahamas Settlement - $2M Multistate COVID Cancellation Practices
Summary
Attorney General William Tong joined nine other state AGs in announcing a $2,000,000 settlement with Norwegian Cruise Line (NCL Bahamas, Ltd.) resolving a multistate investigation into deceptive COVID cancellation practices. The settlement prohibits NCL from making deceptive sales statements and requires mandatory employee training on appropriate sales communications during disaster declarations. Connecticut received $65,081.31 from the settlement and approximately 39 consumer complaints regarding NCL's COVID-related cancellation practices were filed with the state.
What changed
Norwegian Cruise Line (NCL Bahamas, Ltd.) has entered into a $2,000,000 multistate settlement with Connecticut and nine other state Attorneys General following an investigation into sales practices and cancellation procedures during the COVID-19 pandemic. The settlement prohibits NCL from generating or disseminating deceptive or unsubstantiated sales statements to consumers and prohibits incentivizing sales over consumer health and safety during disaster declarations. NCL must implement mandatory training for consumer-facing employees and designate senior management to approve sales communications during future disaster declarations.\n\nAffected parties include cruise operators and travel service providers who should review sales and cancellation policies to ensure compliance with consumer protection standards. The settlement requires systemic changes to NCL's sales approval processes during declared emergencies, with specific compliance obligations for employee training and management oversight. Companies in the cruise and travel industries should ensure all consumer communications are accurate, particularly during public health emergencies or natural disasters.
What to do next
- Implement mandatory training for consumer-facing employees on appropriate sales communications
- Designate senior management to approve prospective sales communications during disaster declarations
- Cease dissemination of deceptive or unsubstantiated sales statements to consumers
Penalties
$2,000,000 total multistate settlement; Connecticut receives $65,081.31
Archived snapshot
Apr 11, 2026GovPing captured this document from the original source. If the source has since changed or been removed, this is the text as it existed at that time.
The Office of the Attorney General William Tong
The Commissioner of Energy and Environmental Protection has provided notice to the Attorney General of an abnormal market disruption regarding the wholesale price of motor gasoline or gasohol. Pursuant to Conn. Gen. Stat. § 42-234, no seller of motor gasoline or gasohol shall sell, or offer to sell, an energy resource at an unconscionably excessive price between April 7, 2026, and May 7, 2026.
Press Releases
04/10/2026
Attorney General Tong Announces Settlement with Norwegian Cruise Line Over COVID Cancellation Practices
(Hartford, CT) -- Attorney General William Tong today joined the attorneys general of Illinois, Louisiana, Minnesota, North Carolina, Nevada, New Jersey, Pennsylvania, Texas, Utah, and Wisconsin in announcing a settlement with Norwegian Cruise Line, specifically NCL Bahamas, Ltd., following the multistate investigation of NCL’s sales practices and cancellations procedures during the Covid-19 pandemic. The settlement announced today prohibits NCL from generating or disseminating deceptive or unsubstantiated sales statements to consumers and prohibits NCL from incentivizing sales over the health and safety of consumers during disaster declarations.
Pursuant to the settlement agreements, NCL is required to pay $2,000,000 total to the States, including $65,081.31 to Connecticut. Connecticut received approximately 39 consumer complaints regarding NCL’s COVID-related cancellation practices.
The settlement resolves a multistate investigation opened 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. Between March 13, 2020, and November 30, 2025, NCL issued refunds totaling over $2.6 billion dollars nationwide, as well as more than $500 million in future cruise credits.
“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.
By the terms of this settlement, NCL is also required to implement mandatory training for consumer-facing employees regarding appropriate sales communications and NCL is required to designate senior management to approve prospective sales communications prior to their use during a declaration of a disaster in the future.
Twitter: @AGWilliamTong Facebook: CT Attorney General
Media Contact:
Elizabeth Benton
elizabeth.benton@ct.gov
Consumer Inquiries:
860-808-5318
attorney.general@ct.gov
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