Hurtigruten Reviews 17

The worst cruise trip ever. Never again with Hurtigruten. If you do --think it very carefully and read other people's reviews--, please don't forget to take with you a "calibrated or professional sound level meter". Hurtigruten might need it. Keep reading if you wanna know why.

We'd been in several cruise ships before, but never experienced something like this. We sailed on Hurtigruten's MS Nordlys from Alesund to Bergen and were assigned cabin 364. IMPORTANT: the cabins in that area (and on the opposite side of the ship, I think) have a constant noise level of approximately 80 dB during cruising, which we measured with a sound meter app. Noise was even higher during loading and unloading operations in ports. We could not sleep at all --it was a nightmare--, since 80 dB is similar to the sound of your vacuum cleaner or being near the wings on an airplane. The noise level in the corridors of those areas were over 90 dB. This noise level is much higher than what current Norwegian legislation allows on ships (maximum of 60 dB in accommodation spaces). Other areas of the ship were probably within the legal limits, but considerably noisier than any other cruise ship we had been in the past.

We complaint on board but the hotel manager didn't want to take ownership of the issue. He didn't even offered us a coffee after our terrible night. After what we considered a breach of the contract, we complaint to Hurtigruten's customer service, which --one month later-- denied any responsibility and rejected our request for a full refund (bargaining and offering us €150 instead). We subsequently copied on our emails to Hurtigruten's top management, who didn't seem to care much, since finally a customer service representative --with arguments probably drafted by the legal folks-- declined our request. She offered us instead an onboard credit of €43 on a future trip on Hurtigruten, appealing to the "paramount importance" of customer satisfaction for the company. We felt that offer as an offense.

And, yes, as you --clever reader-- have probably guessed, Hurtigruten thinks that, while smartphone apps can provide an estimate of sound levels, they may not be as accurate or calibrated as professional sound level meters. So, you can buy one in Amazon for around $30 and add it to your luggage ;) For Hurtigruten it is not relevant if customers cannot sleep in some of their cabins due to the constant high noise. Customers are required to prove it with a professional sound meter.

Passenger on MSMaud on the cruise to see the Northern Lights. Captain opted to cruise through a significant storm and on Dec 21st, whole cruise came to an end. No engine, no stabilisers, no radar, no navigation because the Bridge was flooded by sea water. For some time before this happened passengers struggled to move around the ship, were overturned out of furniture and at its worst, people were sent from one side of the ship to the other as the ship rolled. Weather forecasts for some days beforehand had warned of this significant storm and also forecasts spoke of how rogue waves occurred. Passengers in survival suits and life jackets for some hours, Mayday called and 3 tugs attended but could not affix tow lines for some hours due to the bad weather. Ship towed to Bremahaven in Germany and passengers disembarked by Crew who organised coaches, flights etc back Heathrow.
Hurtigruten would only pay air fairies for missed flights if the original return fares had been paid through them.
I am out of pocket for $2600AUD for replacement fares to get home, missed Christmas, still having Psych treatment for PTSD that Hurtigruten will not meet cost of. Another $2000AUD out of pocket. Hurtigruten d to claim through my Travel Insurance since then. Last week told me they would not meet any of my costs because the incident was an Act of God. We also missed three ports because the Captain told us we needed to cross back over to the east coast of England to ensure we got back safely. The whole deal is not an Act of God. Weather forecasts suggested refuge betaken in fjords but Captain knew better and we all paid the price. People hit by furniture, limbs broken, baby caught in the melee on the floor , no preparation to secure anything done by the crew etc.
Was very glad to arrive home, but still not sleeping well, still have nightmares and for all that I remain out of pocket by nearly $5000AUD. Thanks Hurtigruten.

We booked a Hurtigruten expedition cruise for two in July last year for this coming November and paid a 25% deposit.
Yesterday we received an email telling us that due to operational reasons the cruise had been cancelled, not just our voyage but all the cruises for the ship we were due to sail on for the coming season.
We were told that we could receive a refund of the deposit or accept a credit of 125% of the money paid which we erroneously thought meant the total cost of the cruise but now realise that this is just on the deposit we have paid, not the full fare. I contacted the company’s UK office this morning to discuss our options as we had booked international flights independently as Hurtigruten offered cruise only and we would not be able to claim the cost of the cancelled flights on our insurance. We found another cruise that leaves on the same date as our cancelled cruise which was 5 days shorter and were told it would cost in total £4000 more, this call took over 90 minutes and the agent didn’t seem to know how to deal with our questions and we were put on hold for the majority of the time.
I am sure many customers enjoy their holidays with this company but their customer service and compensation offers when things go wrong is in my experience woeful, goodness knows how long the refund we have asked for will take and they will continue to earn interest on our cash which they have held for over 8 months now.
I notice scrolling through these reviews that unlike many companies that Hurtigruten don’t comment on very many, if at all.
Perhaps they should concentrate on their core ferry activities and leave the expedition stuff to the experts.
I certainly won’t be booking with this company again if you are or have hopefully you will have a happier experience than we have had.

We are currently on the coastal explorer cruise. Our luggage unfortunately is not. Due to weather, our flight was delayed. We were fortunate to meet a member of the crew from the Polarlys, and after he spoke to the hotel manager, we were told to leave our luggage and catch a taxi to the ferry terminal. Hurtigruten would ensure it arrived on board. It still hasn’t joined us. Our enquires regarding our luggage have been met with shrugs and little empathy. In fact we feel like an inconvenience to them.
The lack of luggage has detracted from our overall on board experience, and some concerns as to whether our luggage will ever be returned.

Great trip from start to finish. Nothing was too much trouble for the staff. Some incredible memories for my wife and I. Can't wait for our next trip!

Trip Northwest passage.
The good. Staff on ship very good and helpful.
The bad.
1. When we arrived on ship we were advised that our medical forms were incomplete and that we required a full medical for €150 each. we asked why as our medical forms had been filled and sent to GP for verification. Apparently the GP had not signed the forms. When we asked why we had not been contacted to obtain the signatures they replied they had tried but had had no response. This is untrue. on checking phone, messages email (including junk) and post, there was no contact. However there was a dead pigeon in the garden so I suppose they may have used a carrier pigeon. We underwent the "extensive medical" which lasted 6 minutes and consisted of pulse blood pressure and quick listen to the chest. (Nothing more was needed). We complained to the company and spent our holiday time arguing our case. Eventually the main office relented and advised us they would remove the charge. However, they did not and when we came to pay the bill the charge was back on requiring further argument. and stress to resolve.
2. Prebooked trips. we prebooked some trips and paid for these at the time of booking. We also paid for additional trips some on the boat. When we came to pay, the prepaid trips had additional costs added due to change in the exchange rate. When I pay up front for a trip I expect this to be the final price. I expect the price to be honoured. They took our money and presumably put in the bank gaining interest for them and any currency fluctuation have to be paid by us.
3. Mandatory lateral flow before getting on boat. We were charge €60 for a lateral flow test each. In UK cost £2 and a trained monkey could interpret. Seems they are profiting from necessary tests.
Although this seems petty, when you are on a holiday of a lifetime and paying a lot of money you expect the service to be excellent and not threatened with removal from the ship before the trip has started.

Overall as the saying goes " they spoiled the ship for Hap'orth of tar

We completed a round Britain cruise in May. The itinerary was brilliant, even though we couldn't get to Iona, the replacement, Tobermoray was "wet", all other ports great, but St Kilda and the Scilly Isles were breath-taking. My actual highlight was kayaking, once around Stornaway in the pouring rain and once around The Scilly Isles in gorgeous sunshine. Even though I have mobility issues all was handled expertly.

Yes, the rooms are basic and the beds hard, but you don't spend much time in the room. Health & Safety was good with masks mandatory and lots of sanitiser, with constant checks. Yes we watched some presentations in our room, just because it was easier!

The crew were brilliant at all stages. They even handled getting us in and out of RIBs with ease. My wife thoroughly enjoyed the RIBs especially around St Kilda! And at the start I was worried she wouldn't get in one! They had lifejackets for all and just helped you feel totally at ease.

The food in the restaurants is excellent and the waiting staff exceptional. The best guide was Magnus, with his tales and adventures, but the others joined in.

Though there were minor scheduling issues especially with some excursions, and their web site for booking didn't work, on the whole it was great.

It is a way of getting to some amazing destinations, that "cruise ships" can't. They used RIBs for all ports bar one and knew exactly what they were doing.

It doesn't have cruise ship entertainment or bells and whistles, but it is an excellent way to see real wildlife and sights not possible any other way.

Cruise to Iceland circumnavigation June 2022 having cancelled the cruise we had booked via Liverpool and the western isles we re booked on this trip.We had indifferent communication from Hurtegruten by phone and I was a bit worried but thought that the sales team may be a bit unsure or inexperienced I thought that such a well known company would be excellent..! We kept asking for the information pack and were told different things..eventually it arrived by e mail in the week we were travelling. On arrival in Reykavick it was a little chaotic with the Hurtegruten reps we waited for ages eventually leaving the airport 2 hrs after arriving. Our covid tests were 2 hrs late at the hotel where again it was chaos all herded off the coach and up in the lift shuffled around in a big group one by one to have the tests taken no dignity for the procedeure.The people processing us were bought in very poor customer service from them with only one Hurtegruten rep there. At 7pm we were declined boarding we had both teated Neg for Covid but had apparently missed a piece of information hidden on their website under "health and safety on board".Because I hadn't had my booster jab within 270 days we could not board the ship and were left at the hotel. The processes found this highly amusing so we asked to speak with the Hurtegruten Rep alone. He could not find the information on my partners emails from Hurtegruten.He and the other passengers left and we were just given the customer service number to ring in the morning. There was NO duty of care by Hurtegruten our financial and health circumstances were unknown. It was shocking to be left in a place we knew nothing about.I had avidly read the website but hadn't seen the information. They need to say PLEASE READ important information or confirm by e mail or form. We survived but now want our money back not another cruise. Iceland is expensive although beautiful. Luckily we had the financial means to pay for accommodation and food. Luckily we survived without recourse to medical assistance and got home in one piece and enjoyed what we could do in Iceland..no thanks to Hurtegruten Please beware and read the small print or better still book with another cruise company. We do not want to travel with them again but may be forced into doing that or lose £8,000 Thank you for reading!!

Just returned from very expensive trip to Svalbard and I cannot express how poor this company is.
Very poor communication at all levels.
Cancelled flights.
Trip shortened by a day.
Spent 5 days travelling or sitting in airport hotels and 6 days on the actual cruise. Should have been 9.
The cruise staff where excellent apart from one or two small issues but apart from them the rest has been an absolute shambles. Don’t even respond to emails so have resorted to social media which I don’t like doing.
Avoid at all costs.

Hurtigruten does not care about its’ customers, this much is clear. It cares only about revenues. It is an arrogant organisation with contempt for the law and those it takes money from.

Let’s be quite direct. This is hosteling at 5* prices and any commitments made by the company are freely discardable at their discretion.

So why have I come to this conclusion following a trip on “The most beautiful journey in the world”?

I booked a trip on the coastal voyage for £4500 with a promise of Safety measures and other facilities and a Northern Lights promise…..and a tea and coffee package!

I got a cramped cabin (and mine wasn’t one of the smallest) in a disease ridden ferry with other albeit sometimes minor facilities now not included and yes the two of us became infected with COVID-19!

I discovered, 3 days prior to sailing, that their safety measures promised at time of booking were being significantly watered down. This I discovered from other travellers, not directly from Hurtigruten or from their web site - which hadn’t changed its commitments despite later claims the changes were effected on 10th Feb.

No distancing - guests sat leas than 30cm apart at meals, crammed into presentations and bundled through entry and exit points. No masks, nothing. The hand sanitiser and temperature check points remained, but any vague attempt to encourage use was gone in the first few days.

The justification for this - the Norwegian government had changed its guidance on land. Three points come to mind

The Norwegian government did not make the safety commitments, Hurtigruten made them to get bookings when they saw no other way. The government did not force Hurtigruten to break its promises, Hurtigruten chose to!
Conditions on land are very different to those on a cramped ferry-remember the issues at the start of the pandemic!
The human content of the ship (other than crew) is NOT Norwegian, it is German, British and French (in that order) plus a few other mixed souls (just have a look at case loads in those countries at the time compared to Norway!) Mostly in the 65+ HIGH risk groups!!!

The issue is not that the rules changed - that's inevitable, it is that they changed without notice and people were not given the chance to protect themselves.

As a result, somewhat inevitably, the sound of coughing and spluttering could be found over most of the ship with no isolation or mask wearing.

Hurtigruten will no doubt reply to this review with statements such as

“Hurtigruten takes passenger health and safety very seriously…..”

This company doesn’t, these are weasel words trotted out without thought by many corporate organisations- take a look at the same statements from P&O following the mass sackings!

Actions define how seriously companies take these things and Hurtigrutens actions show the words to be just that - words!

Their responses to emails produced a string of these types of statements (obviously cut and paste as the same words kept appearing) including some telling me that responsibility for my safety lay with me - it doesn’t - gov.uk is quite clear on this in its section on Cruise ships and COVID-19…..
“Your operator is responsible for your health, safety and security for the cruise, and for repatriation, if that is necessary. ”

I’m told by Hurtigruten that despite their changes, that it was up to me to decide if I was fit to travel - this is utter rubbish. That decision is made when buying the service under the terms of the offer at the time. If my circumstances had changed, then it would have been down to me to make that decision, but they hadn’t. It was Hurtigrutens Promise of Safety, which had induced me to book, that had changed. My only options from Hurtigruten were lose your money or risk your health. If a mobile phone operator made a minor change to pricing mid-contact it would have to give the right to terminate without penalty - this is not a minor change!

Their response included statements telling me that they still had gel and I could wear a mask if I wanted to and try and voluntarily social distance. This is like saying “Yes, we do have a lion loose on board, but you can use sticking plaster if you want to”.

So what of the journey - “The most beautiful journey in the world”,

Well..firstly it’s not. The coast of Norway is Scenic, but, after the first few days it essentially becomes yet more small mountains with snow sprinkled on them, and to be fair Hurtigruten doesn’t provide them, it merely floats past them, you don’t go down many fjords. Personally a train from Paris to Venice, a trip to the Andes or the Queensland coast would all beat it, but that’s not to say it was bad.

If you want to see Norway, go by train, bus, bike or car (electric car if it makes you feel better).

If you’re thinking about booking Hurtigruten, I have just one word of advice - DON’T!

I had saved for many years to make my dream of going to Antarctica a reality. Sadly that dream became a very expensive nightmare very quickly!

Facilities on board were not available from early in the expedition ( gym, wellness centre, sauna, public toilets)

The science centre was closed throughout.

Lectures were streamed to your cabin which meant as a solo traveller if I wanted to watch I was being forced to isolate from other guests.

Time paid for by guests for an expedition was used to travel between two research bases ( that weren't close to each other) to deliver people and food. Apparently common practice in the area for obvious reasons, however this could have been better planned to be completed whilst we are actually in the areas rather than go out of our way!

The Falklands was cancelled from the itinerary and the promise of alternative activities and landings did not materialise.

The expedition was cancelled on day 10 of 16 and we headed back to Chile; we wasted 6 hours waiting about for a pilot 2 days after leaving the Peninsula.

Jet washing took place around us on deck whilst we were confined to the ship on the last day ( a day earlier than planned). There was no consideration for guests who were actually still technically on holiday!

Communication on board was lacking.

And to top it off when I arrived at Santiago airport in a Hurtigruten arranged transfer by taxi without a Hurtigruten rep. my flight ticket home had been cancelled 'in error' by Hurtigruten! and none of the phone numbers I had got me through to a person!

The only positives from this trip was I met some great people from across the globe, The cabins were a good size, clean and well maintained. The food was exceptional and the service crew very friendly.

Sadly, logistically Hurtigruten did not deliver on what was promised before and during the expedition on this occasion and so far my experience with guests relations since my return is not looking promising either. I am still waiting for a response from Hurtigruten who I have contacted directly regarding the above on a number of occasions since returning home ( March 20).

I have never dealt with such an appalling company!
Once they have your money they appear not to care.
We booked a once in a lifetime Antarctic cruise and from the initial deposit to getting off the ship we had innumerable issues.
We were NEVER offered the opppurtunity to cancel or re book despite numerous requests and were given assurances that all would be fine.
It was awful. Numerous tests, the threat of being locked in your room and then even to get off the boat another test which if proved positive, Hurtigruten advised you to contact your insurance company and rebook all your transfers and return flights through your them. So helpful!!!
I could go on but I hope you get the point.
Please do NOT use them you will regret it.

This company made commitments regarding COVID-19 safety when encouraging bookings over the last year, it is now reneging on those commitments without giving customers the right to cancel. If you are worried about the prospect of catching COVID-19 on board, as many in this site have reported doing, then cancel your booking well in advance as Hurtigruten will not accept UK Law applies to them when changing the terms under which they made a booking.

Whilst the trip Hurtigruten makes is exceptional, it is not worth dying for as some COVID-19 deniers and Hurtigruten staff on this site seem to think.

It is also censoring comments by not allowing public viewing of these issues.

Hurtigruten needs to learn to fulfil its obligations and that contracts apply to buyer AND seller.

Apparently the lovely Joanna Lumley advertises for this company. Well maybe she should contact me about my experience with this company. They owe me money for a disastrous voyage from the 4th to 14th January 2022 along the west coast of Norway. . My booking reference was 2212683 and I was on board the MS KONG HARALD. The cabin toilet was out of action for 4 days and there was no heating in my room for the entire voyage despite requests to try and rectify the matter. The hotel manager a lovely lady called Camilla agreed I should be compensated, When the voyage ended ended on the 14th January 2022 I received an invoice confirming that I had nothing to pay which was signed off by Camilla. However on that same day my credit card was debited with £301.74 which appeared on my credit card statement the following day. This was debited on exactly the same day as receiving a NIL invoice on the 14th January 2022 from Hurtigruten. Yet I have o redress! The Hurtigruten Directors ignore correspondence which speaks volumes. I am also due a refund for the voyage being cut short. All this is just the tip of the iceberg, but sadly the system will not allow me to give my contact details.

Isn't is strange that FEEFO reviews are completely different to those on "Trust Pilot." Well anyone would think that the FEEFO reports are written by Hurtigruten staff or directors or couldn't be bothered to respond to my e-mail. Well enjoy the money you have made out of me a pensioner with very little money. What a shame money and profit becomes more important than service to a customer. Fortunately i was born with a conscience and no matter how short of money I was would try and put things right. Shame on you Hurtigruten!!!

Just disgusted with their customer care. Was not allowed to board as did not have a QR code from the Covid vaccination certificate on my phone. Twenty seven people, so I understand, where refused boarding yesterday, Wed. 17Nov. Two weeks earlier I was told fourty people.
I was only notified two days before embarking and could not load the NHS app in time and have the checks passed. What do people without smart phones do? Older people who do not use the internet? The company knows there is a problem. Why did they not notify us earlier?
We were given letters which I found insulting and dismissive and with no advice about how to claim compensation, change booking for a later sailing or get a refund. Am very distressed, disappointed and unhappy.

MS Maud, Dover-Dover via North Cape, Norway October 2021. Booked through ROL two years before the event and before anyone had heard of COVID-19.

Hurtigruten and ROL failed to get documentation out to passenegers in good time; several critical pieces of the information jigsaw were late and inaccurate. Therefore at embarkation at Dover many of the passengers were waiting on the quayside for an additional 3 hrs, not knowing whether they'd be allowed on board.

COVID-19 rules meant all passenegers being expected to live in face masks in all public areas, whilst the lounges and lecture theatre had half of the seating taped off. The library was closed. The Science Centre barely utilised.

However the food was very good on the whole, the waiting staff very helpful. My wife's gluten free requirements were well catered for.

The route was interesting, weaving up the coast of Norway, the return journey made even more picturesque thanks to a dusting of snow to the mountain tops. The weather was generally kind but apparently can often be bad at that time of year.

The Expedition team were a mixed and motley lot. Some very professional, well informed, others however were just along for the ride. Thus lectures varied from very good to poor.

Feedback to my post-cruise survey was rapidly read and replied to by the hotel manager. A month later I have heard nothing further and don't expect to.

The dreaded virus was blamed for the cabins not being refurbished in time, our double was served up as two singles arranged in an L-shape, with only a single chair to sit on. We received an on-board credit for that and another for a late change of itinerary, but where to use it - only one small shop selling overpriced outdoor clothing.

In summary - a good trip which Hurtigruten seemed to do their best to mess up. Cruise ship amateurs. Sort the ship out first - it simply isn't up to cruise ship standards. Then sort the Expedition team, from top down. Finally, take customer comments seriously - we tell our friends what sort of holiday we've had and those people might have been your future customers. Bad news travel quickly and a long way.

1 star: Bad
Holiday 18 July 2020 and 17 July 2021
2 coastal sailing postponements by Hurtigruten due to Covid19.
Invoice 432576 Invoice date 24 Nov 2019, Coastal Cruise, original departure date 18 July 2020; Deposit paid £1518.40.
Hurtigruten failed to sail, so I agreed with them to accept a year voucher to defer sailing booking until 17 July 2021. Subsequently, Hurtigruten, for the second time failed to sail, still citing Covid-19 restrictions for the second year. I no longer choose to defer a second time until July 2022 and requested my deposit returned in full. Correspondence requests '02693820' and '02694526' still remain unanswered for more than a month.
My Travel Insurance and Credit card company both advise this money can only be refunded by Hurtigruten Travel's goodwill.