Attorney General Kwame Raoul announced on April 10 a multistate settlement with Norwegian Cruise Line, specifically NCL Bahamas Ltd., following an investigation into the company’s cancellation procedures and sales practices during the COVID-19 pandemic.
The agreement is significant because it addresses how companies should prioritize consumer health and safety over profits during public emergencies. The attorneys general involved in the case allege that NCL misled consumers about travel safety at the height of the pandemic.
“I am pleased that this settlement sends the clear message that in times of emergency, it is crucial to put people before profits,” Raoul said. “I remain committed to advocating for consumers to ensure that their rights and safety are protected.”
According to details from Raoul’s office, between March 13, 2020, and November 30, 2025, NCL provided more than $3 billion in reimbursements nationwide—about $2.6 billion as credit card refunds and nearly $505 million as future cruise credits. As part of the settlement terms, NCL will pay a total of $2 million to participating states; Illinois will receive $116,000.
Under the agreement’s injunctive relief provisions, NCL is barred from making deceptive or unsubstantiated sales statements during declared disasters. The company must also provide mandatory training for employees who interact with customers regarding proper sales communications and designate senior management approval for such communications when a disaster declaration is in effect.
The Illinois Attorney General has advocated for vulnerable groups including workers, immigrants and seniors according to its official website. The office handles thousands of consumer complaints each year according to its official website, aims to protect consumers while promoting safer communities and supporting environmental issues according to its official website, extends advocacy efforts across Illinois according to its official website, partners with law enforcement agencies on behalf of crime victims according to its official website, and offers services such as complaint filing related to consumer fraud or civil rights issues according to its official website.
Joining Attorney General Raoul in this settlement are attorneys general from Connecticut, Florida, Louisiana, Minnesota, North Carolina, Nevada, New Jersey, Pennsylvania, Texas, Utah and Wisconsin.
