Norwegian Cruise Line Abruptly Makes Changes and causes confusion

I am sorry this is happening to you. It sounds like boarding day will be a big mess. Try to avoid letting this spoil your trip. I know you are a loyal customer of this cruise line, but I decided when I was researching fall trips to eastern Canada that I would not enjoy the experience of NCL.

sorry you're having yet more trouble with you favourite cruise line.

Since you joined it seems you have a love-hate relationship with them. Sorry for more trouble.

You were so looking forward to the stops on this one.

Phil, I'm sorry for your disappointment. Try not to be angry. I don't know what is going on with NCL, but sometimes there are things out of their control. Sometimes the government or port authorities make decisions that require cruise lines to amend their schedules.

Please look at the glass half full. Your going to a new, fascinating destination that you've been learning about and anticipating for months. Your an experienced NCL cruiser, so you know what to look forward to onboard.

Are you part of the roll call on Cruise Critic? Maybe you could team up with a fellow cruiser or to for the taxi to the new embarkation point?

According to the city website and Google maps frequent bus lines 107 and 109 run from Yokohama station.

I'm sorry you are so upset and angry. But struggling to understand why. Cruises are planned years in advance. And stuff invariably happens between then and departure. Your embarkation city hasn't changed. Your embarkation date hasn't changed. Just the cruise terminal. The cruise line doesnt do these things for giggles - the logistics are a lot more complicated for them than for you. Which is more likely- the cruise line changed ports just to piss off their passengers, crew, shore handlers, and suppliers bringing supplies for the next cruise? In one of the busiest port cities in Japan? Or that the Port Authority required the change due to recent operational needs?

It looks like a taxi, which your hotel can call for you, would cost slightly over $27 USD and will whisk you from your hotel to the pier. If that cost is anything more than a minor inconvenience, I have to wonder whether any cruise is a good idea for you. Please take a breath. Relax, it's not the end of the world as we know it. Concentrate on enjoying the trip.

Thanks to everyone for your comforting replies.

I have found out that a taxi only costs $27 and I can afford that.

I have downloaded the Go Taxi app onto both my iPad and Android Phone successfully but am having. a problem signing up. when it comes to entering my cell.

The Japan International Code comes up and then I enter my number including the area code but the bar to send a text does not light up on either one.

Do I need to wait until I am in Japan to sign up ?

The page before this asks for my location and they will send a taxi right away. I ignore this and go to sign up

Hi Nigel

I would give NCL three stars if asked.

It is my favorite cruise line because they were once the friendliest to the solo passenger and they still are solo passenger friendly.

No other cruise line makes it as comfortable for one person to cruise as NCL.

Other lines have improved but I think NCL still does solo cruising best.

Most likely you will have to wait until your in Japan to use the app. Have the kind person at the front desk assist you when they are not too busy.

And you really need to change the title of your post. NCL did not "pull one" on you.

Now breathe!

isn31c

I know about the 107 and 109 buses but service is infrequent during weekdays which is ok. But I am sailing on a Sunday and I do not even see Sunday service. Saturday and holiday service is minimal but I m going to check when I get there.

Not many passenger lines leave from Daikoku.

I think 2000 plus passengers will be arriving from Seoul so that 2000 plus passengers will be departing from Daikoku. Maybe the Seoul passengers will disembark at a another port and then move the ship to Daikoku????

They are going to have to have a lot of cabs or something else out there on the port.

CJean. sorry I directed this to wrong person. Too much going on. Need to take the deep breath

I have joined the roll call on CruiseCritic but it has not been active. I will check again.

There is a facebook page which has over 100 members but not many people participate.

We have been discussing the situation however.

Ok jeanm

I will change the title

And I will go to youtube and watch a video about downloading Go! Taxi. I am certain that someone has posted a video.

Ok it is done. check out the revised title

So this was an intentional pre planned bait and switch by the cruise line, presumably to save money? No explanation at all?

Mr E

NCL has been making major changes always after the final payment is made and you can not really cancel without losing all or most of your money.

There are now many complaints about NCL doing this. Mostly the complaints have been about canceling ports as well as shortening time in the port. This is always done after final payment but before sailing. Many of the persons complaining say they signed up for the cruise solely because of the itinerary and times in port but now it is not the same itinerary they wanted.

Here is a segment of the letter that I received yesterday just 5 or 6 weeks before we sail. I was talking to my Cruise Consultant on the phone when I got this letter and he knew nothing about it. He asked me to forward the letter to him.

"Dear Valued Guests and Travel Partners,

We can't wait to welcome you aboard the beautiful Norwegian Spirit for an unforgettable cruise vacation filled with new adventures, lasting memories, and everything you've been dreaming of at sea.

Before we set sail, we have some important information to share about embarkation in Yokohama, Japan, on October 5, 2025. Travel partners are asked to please ensure that impacted clients review this information for a stress-free start to their vacation.

Embarkation for your upcoming cruise will work a little differently, as it will not take place at the Yokohama cruise terminal and there is no designated waiting area. To help ensure a smooth boarding experience and avoid congestion, we will be strictly enforcing pre-selected arrival times. Guests who arrive before their designated check-in time will not be permitted entry and may be asked to return later.

To ensure you arrive at the correct location on embarkation day, please use the following address:

DAIKOKU CRUISE TERMINAL
13 Daikoku Futo, Tsurumi-ku, Yokohama city, Kanagawa

Please DO NOT enter "Yokohama Shinko Pier Cruise Terminal', "Osanbashi Yokohama International Passenger Terminal", or any variation of it into Google Maps, Uber, Bolt, or other navigation apps, as this will take you to the wrong location."

That would set me off too. But try and let go of it and have a good trip. Find some humor in it. Break a window.

Deep breath. When I read the information from NCL that you posted it is clear that they are doing their best to communicate clearly about where you will be embarking. Is it different than what you expected? So what!

You can work on the taxi app, or simply arrange for the front desk of your hotel to call a taxi. If everyone will be taking taxis this is not a huge deal as there are many taxis serving the port areas. You may find others at your hotel going on this cruise and even be able to share a taxi.

There is a popular saying, “Don’t sweat the small stuff.” Enjoy your cruise. You have been looking forward to this for so long and I know you will enjoy Japan.

With regard to Go Taxi, some Japanese apps and web sites just do not work well for international users. I had problems with the JAL app in the USA and some JAL frequent fliers let me know this was not unusual and that they experienced the same issues. ANA's app is only marginally better. So you may not be able to get Go Taxi to work until you arrive in Japan.

However, getting a taxi should not be an issue. Not sure where your hotel is but I have never had a problem just walking outside and getting one in Tokyo either with a short wait or, in one case, right outside the hotel as there were taxis waiting for people to come out looking for a taxi.

If the hotel cannot get a taxi for you and you hail one, you can just use something like Google Translate. I enter my destination and it translates it into Kanji which I then show the driver.
Hope this helps.
BTW - you may know this but just in case - no tipping in Japan. Attempting to tip will just cause confusion.

Thanks to everyone.

I relaxed by watching a segment of The Street on Prime and now I am going to take. a nap before my evening walk.

Go! Taxi. is only available in Japan so I found out

Feeling so much better right now.

Regarding GoTaxi, you should be able to register your cell phone number before you arrive in Japan. When the entry box pops up, use the pull-down menu to change the country code from +81 (Japan's country code) to +1 (the US's country code). Then enter your nine digit phone number. You won't be able to use the app until you are in Japan, but you should be able to set it up before leaving (I'm 99% sure I did). The app works well.

Hi HK

I tried to change the +81 to the USA code on my iPad but could not. The +81 would not move even though there is a small arrow pointing down

I was able to change it on my phone but still had the same problem with entering my phone number

and on both my iPad and phone, my phone number entered like this:

XX XXXX XXXX

The last digit of my area code moved over to the first three of my phone number.

On my iPad, the very first page that came up was a map with cars driving around. The message wanted to know my location and said something about a vehicle being at my location within three minutes.

I ignored this page and moved over to the next page where i got the the page to sign up or log in and for the phone number

I watched a couple of youtube videos and something was said about maybe not being able to sign up until I am in Japan

Another thanks to everyone ...

I do not know what I would do without all of you on this site who have advised and comforted me.

Cala

There are good things about NCL and some problems. Seems like there are many problems however.

As I told Nigel, if I was asked, i would give NCL three stars but as I also said, they have a good history of being solo passenger friendly. That i how and why I got to sailing on NCL.

Norwegian also is a very relaxed cruise line when compared to some others. I have read that some are more regimented and stuffy.

I do not have many cruises left in me due to age, health and money so I think that I will stick it out with Norwegian. This will be my 10th cruise with NCL.

I have researched the Boston to Canada cruise. it is supposed to be really beautiful especially if you go during the changing of the colors.

I am on a facebook page for my cruise and some guests are just beginning to realize that the port has been changed to one that is not convenient to get to. A few guests begin their post wiith "did everyone get this email?"

This is a very international cruise and a great number of passengers are from Australia. It seems like a lot of them booked through a T A. and perhaps booked both a a land and cruise trip. They are at the same hotel which is not in Yokohama. And they are scrambling to get together vans so as to cut costs trying to get to the port.

Many guests chose hotels in Tokyo because it was so easy to get to the port from Tokyo. It is not impossible now but nowhere as easy and will cost more money.

One couple posted that they were coming in from Osaka because they are going to Expo and now have to figure it out.

I bet that at least one guest (if not more) is not going to read the email and end up going to the wrong port on sail day.

I have not yet checked with cruise critic roll call although I have joined. The roll call has not been active. i think the facebook pages are becoming more popular. than the roll call pages.

Mr E

"So this was an intentional pre planned bait and switch by the cruise line, presumably to save money? No explanation at all?"

I have been reading Trip Reports and Reviews by NCL Guests who have recently been on a. cruise and had ports changed dramatically after final payment but before the cruise. This is what has been suggested among other things.

Because of that, I was expecting changes to my itinerary after final payment but before cruise. But was not expecting the change in terminals going from a very convenient terminal to a very inconvenient one.

Of course, once at sea, weather will be a factor and usually some ports have to be cancelled. Time at port is also reduced, sometimes by a lot.

And again suggestions are being made that NCL is doing this to save money.

Not everyone is making these suggestions, only some.

bostonphil7 it was a serious question. Reading more now, I sort of think it wasnt that, but it was behavior below the standard of care that should have been exercised by the cruise company. You should have been made aware, and not in fine print, that radical changes like this can occur. And I am more suspicious because there has been no effort to communicate the cause of the change. If the port just closed to the company fine, but if the port jacked up their prices 10%, so the company moved down the coast, then not fine.

Mr E

Norwegian should make some effort to help us get to the Daikoku terminal like contracting with shuttle buses. I would not even mind paying something but it should be gratis because of the inconvenience,

We have over 2000 people trying to get to this terminal in a short window of hours while I think over 2000 will be getting of of the ship and heading in the other direction.

That is going to be a lot of taxis going over the causeway. It is going to be a lot of congestion. I hope that there are enough taxis.

Norwegian should make some effort to help us get to the Daikoku terminal like contracting with shuttle buses. I would not even mind paying something but it should be gratis because of the inconvenience.

BP, language covering your situation would have been in the contract you signed when you booked the cruise. And if this is your 10th cruise, you should be familiar with that contract. If not, then for your next cruise, I would make sure that you go over the booking contract with a fine tooth comb, keeping in mind that if you disagree with something, the only recourse you have is to not book with that company.

I would also be willing to bet that just about every cruise company there is has language that allows them to make changes to the ports without compensation to the passengers.

I know this does not make you feel better, but I'm trying to let you know that you have to read the contracts before you sign; otherwise you are at the mercy of the company. You cannot assume that you will be compensated for a change they make. One thing you can do in a pinch is to upload the contract to an AI like ChatGPT and ask it if there are provisions in there that deal with specific situations. It's not ideal but I'm assuming you don't want to pay for an attorney to review the contract, which would be the best option.

We have over 2000 people trying to get to this terminal in a short window of hours while I think over 2000 will be getting of of the ship and heading in the other direction.

Among your many previous cruises, have you ever sailed out of the Port [f Miami? How many cruise ships are loading/unloading on any given day during the busier sailing season? How many of the TENS of thousands of cruisers are leaving or arriving by taxi/Uber.? Across a causeway. Yokohama, like Miami, is a large city. It has a plethora of these vehicles for hire. Yokohama, like Miami is also fully capable of handling the processing of cruise passengers. It's just a change of port terminal. Relax.

I have no experience with cruise ships and I don't know much about them. What I do know is that in Japan things generally "work" and in fact work well - that is, things there function well, often (usually) way better than the way similar things function at home in the USA. It can take some getting used to, as we have lowered our expectations so far. In Japan, "customer service" is expected at a high level. As outsiders, what we see is often described as "politeness" and it surely includes that, but it also includes everyone - from the corporate bigwigs to the lowliest garbage hauler - taking responsibility, being held accountable, and trying hard to do the best job they can. It's cultural and it's evident everywhere. You will notice it soon after arrival, in small ways everywhere.

How does this relate to your current concerns? Because I think getting around is going to be easy, probably so easy it surprises you. Because things "just work" there without a lot of the hassles and pitfalls we often encounter at home.

You may have gripes about how your cruise line has notified people, but I would stop worrying about what your experience is going to be like. Decide how you will get there - sounds like a taxi. All you need to do is get a taxi, and your hotel will be happy to arrange that for you so even that should be simple. Let the hotel or other taxi arranger know where you want to go - show them a printout (on paper) of your destination and its address. Show that to your cab driver once you are in the cab. That's all you need to do.

You cab will arrive precisely on time. (TIP: In Japan, you do not open or close the door of your taxi. The driver does that for you (usually with an automatic button-push). Both opening and closing the door, your white-glove-wearing driver does that, not you. So let them.). He will drop you off in the most convenient place possible, which is all you could ask for.

I think you are over-complicating this and worrying needlessly over trivial details. The "port change" is probably viewed by the cruise company about the same way an airline would view a gate change at the airport: trivial, and not a big deal. I think this is going to be easy, and there's no need to fret over it. Japan is fun, you will enjoy it.

Mardee

I know about the contracts and to be honest, I do not read them or I just glance over them

I know that ports can be changed and even cancelled . That I have learned from personal experience. In fact, it could happen but almost never does that a ship never port and that the whole cruise is spent in the ocean..

Norwegian is not obligated to help us get to Daikoku but it would be "nice" and Professional so I believe..

CJean

I have sailed from Miami two or three times. It is a huge passenger cruise port and maybe also cargo.

Thank you for the information about Yokohama. Have never been there so do not know what to expect

Working on Relaxing

Phil,

I know that ports can be changed or even cancelled

I've been on cruises that spent the first night in the home port because the captain was concerned the seas were too rough. Just like flying. I've missed ports due to weather, strikes and mechanical issues.

My sister and her husband were on a Princess Cruise to Eastern Canada a few years ago that ended up cancelling several ports due to weather. The ship turned around and returned to Boston for the duration of the "cruise".

So if more cruises are in your future, prepare yourself and go with the flow. Expect changes and be pleasantly surprised if all goes off without a hitch.

Thank you David in Seattle

I am certain once I get to Japan and see it in reality and not a youtube video, it will be so much easier.

I think I am nervous about the trip. It's a big one.

jeanm

This will be my 10th cruise so I am aware of the reality of cruising vs the travel brochures.

I have been doing a lot of research about the ship that I am sailing on and the itinerary.

And yes, there have been glitches.

Even though passengers know that there might be glitches, they are usually unhappy, frustrated and even angry when it happens.

I know that there is a good chance some ports might get cancelled due to weather but when and if it does, I might be very unhappy.

It's ok to be unhappy if a port is cancelled or changed. Just dont take it out on the crew or cruise line, which, unfortunately, is exactly what too many cruisers do.

CJean

you are correct.

It is sometimes painful and embarrassing for me to see how crew, staff and even other passengers are treated by some "unhappy" passengers.

But there is a lot of blame to go around

One way to control bad behavior is to limit excessive alcohol drinking. But I do not think that is something the cruise line wants to do.

And the advertising on TV and other places is often unrealistic as any advertising often is.

And as with other businesses, customer service is often mediocre.

Guests often have things not going well in their lives and they take a cruise hoping that it will be magical just like the ads on TV and the print brochures .

And .... sometimes the reality is that the cruise is not like the ads on TV or the print brochures.

But there is no excuse for bad behavior by anyone at all and towards anyone at all during a cruise.

I am glad that I have never been on a cruise when a fight broke out or or someone went overboard or someone died. Or I am not aware of these things happening on any of my cruises.

Obviously I have decided that for me the good outweighs the bad when cruising because I keep going back for more.

Guests often have things not going well in their lives and they take a
cruise hoping that it will be magical just like the ads on TV and the
print brochures .

And it can be. If the guest attitude is open to it. So much we our selves control. But still i see people getting upset over $5 on a $15,000 trip and letting it ruin their fun.

Still, there is no excuse for the level of service you have been given. That has nothing to do with contracts. They should be ashamed. Do what you can until the ship sails, then forget it and enjoy. Wishing the best trip possible.

This continues to be making a mountain out of a molehill. In terms of travel disruptions, this is quite minor. Clear communication in advance from cruise line. The only major issue here is passengers that are unfamiliar with Yokohama worried that this is a bigger issue than it is. Get a taxi, go to the port, get on ship, have fun. It is that simple!

Mr E

Bad customer service is often common for Norwegian Cruise Lines.

Whatever my complaints or experiences, they are often small when compared to the experiences of others.

It is not what I just read or hear from youtube videos and postings.

It is what I hear during sailings, what I am made aware of in real time. And believe me I am not talking about a $5 here and there.

Still like I said to CJean and maybe others. I keep going back for more so when it is all said and done, the good must outweigh the bad.

But, myself, I am a stickler for good customer service

.

Yokohama is a city of millions, much larger than Miami: taxi availability will not be an issue, and the best way to arrange it is to ask your hotel. There might even be a taxi stand right in front of it! What is your hotel if you don't mind sharing?
Otherwise, Uber works in Japan, but it is just a taxi request service there (no fixed fares).

Carol now retired

yes, this may be a minor issue for some if not most travelers but I find it very inconvenient.

I also see it as bad customer service and I am a stickler for good customer service ,

Things happen and the terminal got changed from a convenient terminal to an inconvenient terminal. No one on my facebook page for this cruise seems to mind and most persons have the same attitude as yourself: take a cab and have fun.

But my facebook page is not very active and Roll Call on Cruise Critic is less active. Not many people post on facebook page for this cruise but it is picking up as we are now getting closer to the actual cruise.

Mostly, I am bothered by what I see as poor customer service by NCL. I feel that NCL could have organized shuttle buses to take us to Daikoku Cruise Terminal from central locations around the hotels most of us booked even if we had to pay something extra rather than having us all individually take.a taxi.

When I first posted this discussion, I had no idea where Daikoku Cruise Terminal was or how to get there or how much a taxi was going to cost.

Now I see it will not be terribly difficult to get there or. cost very much thanks in part to this forum.

For extremely experienced travelers such as yourself and others on this forum, this is really the small stuff but for less experienced travelers like me, this is a big deal

As I have said, I keep going back for more so the good must outweigh the bad.

I will post a review of what the experience was like embarking from Daikoku.

balso

so I am finding out.

As I have just said to Carol and maybe others, many if not most people on forum are extremely well traveled, much more so than the average person. Sometime it seems like some of you have been all over the world more than one time.

And you, balso, are one of those people.

I think that I had only heard the name Yokohama before booking my cruise and of course, I now know much more with more to come. Travel is learning. Travel is knowledge.

One of the reasons that i seek out this forum is because so many of you have so much knowledge that you are willing to share.with novices like myself.. You have all been so generous with me and I do try to return the favor whenever possible.

I was very upset when I got the email from NCL changing the terminal to Daikoku Cruise Terminal. I came to forum and now I am not at all upset. I am very relaxed about the situation. I have more knowledge

And I have downloaded the Go! Taxi app to both my iPad and my Android phone.

I promise to report on my embarking experience nd perhaps my experiencing might help someone in the future.

Thank you for your kind words!

I might have been to Japan more than a few times, but you've definitely been on infinitely more cruise ships than I have (my total being zero), so I would call our experiences "complementary" ;)

And it does look that you are all set when it comes to having options to reach the terminal, so all should be well!

In any case, my experience with Japan is that things on the ground tend to run very smoothly even when you are not able to plan everything ahead. There is an appreciable culture of helpfulness.

For example, earlier this year: a whole section of my trip fell through due to weather issues at destination, and it took maybe 45 minutes to get all of my money back (hotel, next flight, rental car) without using insurance and in spite of the fact that none of the providers had any contractual obligation to refund me. I've never experienced that anywhere else. Like, the hotel's management went so far as to deal with Expedia themselves to cancel my booking on their end so that I could get the money!!