Imagine turning up for the maiden voyage of a brand-new cruise ship – Norwegian Aqua, only to find out the cruise you booked isn’t going where you thought, and you’re not going at all. That’s exactly what happened to cruise vloggers Ben and David, and the chain of events that followed was pure chaos.
They were supposed to sail from Southampton to Boston on a seven-night transatlantic trip. Bags packed, documents printed, excitement through the roof. But after queuing at the terminal and hearing a few whispers from other passengers, it became clear something was off. The itinerary had changed. Drastically.
Surprise: You’re Going to New York (Oh, and It’s Longer)
Instead of a week-long cruise to Boston, they were now looking at a nine or ten-night sailing to New York. They weren’t told ahead of time—no emails, no alerts, no announcements. In fact, they only found out after they’d dropped off their bags and queued for nearly an hour.
The problem? They had a wedding and a birthday party to get back for. And suddenly the cruise no longer fit their plans.
The Letter Said “Enjoy the Beach Club” – Seriously?
Rather than a proper explanation, Norwegian handed out a brief letter saying to enjoy the onboard amenities like the Beach Club and infinity pool. Slight issue—it’s March, the weather’s awful, and no one was in the mood for a sunlounger.
Passengers were visibly stressed. Some were trying to figure out how to get back to the US. Others were scrambling to find somewhere to stay for the night. Ben and David did their best to help, but there were no cruise reps offering practical support. No staff outside to warn new arrivals. And the terminal quickly filled with confused, frustrated travellers.
Five Hours Waiting for Bags
After cancelling, the next challenge was getting their luggage back. It took five hours. There were even rumours that the ship might sail with their bags still onboard. Staff weren’t sure, guests were left in limbo, and everyone was cold, tired, and hungry. There was nowhere to get food or drink in the terminal, unless you were a Haven guest—then there were cakes and sandwiches available upstairs.
Eventually, Ben and David got their bags, took a £200 taxi to Heathrow to pick up their car, and made the long drive back home.
What Norwegian Got Right (and Very Wrong)
To their credit, Norwegian refunded the cruise quickly and without fuss. But that’s about where the good news ends. Compensation for flights was limited to $300, and only if your travel insurance refused to cover it first. There was no proper support on the ground. No staff helping guests rebook flights. No proactive communication about the itinerary change until people were already inside the terminal.
Some guests had spent thousands flying in from the US. Others had booked all their annual leave for this one trip. People had pets in care, important appointments to get back for, and limited flexibility. Yet they were left to sort it all out on their own.
Watch their full video here:
The Comments Say It All
Ben and David’s YouTube video has been flooded with support—and frustration. While most viewers agree that bad weather can’t be helped, Norwegian’s handling of the situation came under fire. Commenters were quick to point out what should have been done:
“They can’t control the weather, but they can control how they respond to it.” Early notifications, signage outside the terminal, and staffed help desks could’ve made all the difference.
“It feels like they wanted people to check in before finding out so they wouldn’t cancel.” Multiple viewers suggested the poor communication may have been financially motivated.
“Letting people drop bags before telling them? That’s outrageous.” Many couldn’t believe guests weren’t told until after their luggage was out of their hands.
“Three days longer and ending in a different country isn’t a minor change.” Others noted how dramatic the change really was—not just a missed port, but an entirely new city, date, and route.
“Heroes don’t wear capes. They wear microphones and stylish specs.” Perhaps the most consistent praise was for Ben and David themselves, who were repeatedly thanked for stepping in where NCL fell short—helping stranded older passengers, booking hotels, and remaining calm.
“I’m a travel agent and even we weren’t notified. We heard from passengers first.” A few agents chimed in, backing up the claim that NCL’s communication breakdown extended far beyond the terminal.
The overwhelming message? This situation could’ve been handled far better. A cruise cancellation is disappointing enough without poor communication, no on-site support, and hours spent in a cold terminal.
A Lesson in Cruise Realities
Ben and David summed it up well: this is why you need proper travel insurance. And sometimes, a good travel agent. It’s also a reminder that when you’re booking cruises—especially in winter or shoulder season—it pays to be prepared for sudden changes.
Would they have gone on the cruise if they didn’t have plans back home? Absolutely. An extra three days onboard a brand-new ship might’ve been a bonus. But with rough weather, a shifting itinerary, and poor communication, this maiden voyage turned into a story of disappointment for many.
