Travel Advisors and Cruisers Have Mixed Reaction to NCL’s Move to “More at Sea”

Last week Norwegian Cruise Line announced its upcoming switch from its long-standing “Free at Sea” value proposition to a new “More at Sea” offer. In short, the new package wraps in more premium alcoholic drinks, adds an extra specialty dining meal and allows cruisers up to three appetizers and desserts at each included specialty meal, and provides slightly more included Wi-Fi per person on a standard seven-day cruise.

TMR wrote about the switch on the morning of Oct. 1. That evening, we happened upon a discussion of the package on an NCL Facebook page.

Past cruisers were not happy.

In particular, cruisers who usually upgraded themselves to Free at Sea Plus were the most upset. With “Free at Sea” gone (as of Jan. 1, 2025), there will be no Plus upgrade available. And for cruisers who want Starbucks and bottled water bundled into their packaging, that’s a problem.

Another widespread complaint was from cruisers who had paid to add more specialty dinners to their included dining. This also will not be an option once the switch to “More at Sea” happens. What was most egregious for them was that rather honor the dinners these guests already paid for and booked, NCL canceled all their dinner reservations (for cruises on or after Jan. 1).

According to Norwegian Cruise Line, this was a technical glitch.

“In regards to specialty dining, guests who previously purchased additional specialty dining nights prior to Oct. 1 will be able to utilize them once they are on board the ship. There was a brief technical issue where guests were unable to see their add-on packages, but that has since been fixed and guests are now able to see their specialty dining credits and any other add-ons purchased.”

Other complaints were related to fewer free Wi-Fi minutes for cruisers on longer cruises, and the price of the new package being significantly higher than what Free at Sea had cost.

With so many complaints, TMR wondered, how are travel advisors feeling about the change.

The reaction was mixed, with most very pleased with the change in name, as “Free at Sea” has consistently been seen as confusing – to both advisors and cruisers.

Here’s some of what advisors we talked to had to say on the change from “Free at Sea” to “More at Sea.”

I think it’s a fantastic name change. “Free at Sea” was never “free” as we know.

— Anonymous

I’ve always felt that “Free at Sea” never actually lived up to its namesake and the more I would dive into what was included, exactly, and what IS free…especially with the specialty dining…the more confusing it was. It has been even more arduous to try to explain the added value to my clients. While I do agree NCL was smart to move away from the word “Free” and into “More,” I’m eager to really dive into how “more” translates in value, how it’s explained to guests, and if the price increase will justify the offerings.

— Rebekah Law, CCC, owner, Cruise Planners

Easier to understand beverage plan and flat rate specialty pricing – easier math overall. But without seeing the pricing difference, it’s all just an abstract idea and unable to really discern value. Easier is better though — less uncertainty around what perks are included or not.

— Associate at Rebekah Law’s Cruise Planners franchise

“More at Sea” is a better name than “Free as, as it was misnamed… It definitely looks, at first glance to be more expensive than the Free at Sea traditionally was, even after adding the gratuities. I am on several FB pages and a few email groups based on NCL solo travelers, and they currently are not happy with the changes and feel everything is more expensive. And, that, for this group, they have actually reduced the amenities because the Wi-Fi time is per person and only 150 minutes on any length of cruise.

For dining, the quantity of appetizers and desserts available didn’t change, just the amount you can order and consume. While many may enjoy over-eating or require a larger portion, many don’t and are supplementing those who do.

What guests miss is that if they upgraded the beverage package, it included bottled water and the coffees. Now those will either be a la carte or a separate package. If they [NCL] was looking to simplify things, they really didn’t.

These are all comments from guests that I have read and know. While this purports to be a benefit, it really doesn’t seem like it. It just seems like a way for NCL to charge more and seem like you are getting more.

— Anonymous

I think the new “More at Sea” package is a game-changer. Providing Internet access for everyone in the room instead of just one device is a huge benefit with so many passengers working remotely. It allows everyone to stay connected without the hassle. Plus, the inclusion of premium drinks without the extra charges makes it even better – no more nickel and dimed for those perks!

— Dana Dziegiel, owner, Gypsea Travels, LLC

I’ll be very frank and say that there are two cruise lines currently who are engaged in “talking the talk” but not “walking the walk.” NCL is one of them… NCL, I think, keeps changing things up so it’s easier to surprise consumers and travel advisors alike about what is actually included in their cruise fare. I, for one, have completely lost track and if I had an NCL booking today, I would have to research from scratch just to answer client questions.

— Anonymous