FAQs

Q: Where can I see my progress?

A: Your progress can be accessed by clicking "My Progress" under your profile picture or by clicking here. Within your My Progress page, you can view your degree level and course completions.

Q: I did not finish a course I was working on. How do I pick up where I left off?

A: If you were interrupted while taking a course, simply go back to the "Courses" tab on the main page and use the drop-down menu to find your most recent course. Then select the section you would like to proceed with.

Q: I was interrupted while I was taking a quiz for a course. Can I pick up where I left off?

A: If you want to return to a quiz section, scroll to the bottom of the respective course page and find the "Get Started” button. Once you click the button, you will be taken to your most recent quiz question.  

Q: Do I have to complete all the sections within a course at the same time?

A: Feel free to take the courses at your leisure and in the order you prefer. We will keep track of your progress for you.

Q: How do I update my name, address, or email?

A:  To update your name, address or email, please contact your agency administrator to change that information for you. 
 

Q: How do I change my password?

A: On the Norwegian Central homepage, click the "I forgot my credentials" link and simply follow the instructions.

 

Q: How do I make sure that my Latitudes number matches what's in my NCLU Account Profile?

A:  In NCLU, select the avatar at the top-right of the page, select 'My Account.' Compare this to what is listed in your myNCL account by logging into ncl.com, select 'My NCL.'

 

Q: Is NCLU content available in any other languages? 

A: Yes, you can change language preferences in your profile settings, which can be accessed by clicking "My Account" under your profile picture and scrolling down to the bottom of the page or by clicking here. In your profile, there is a drop-down for languages that include French, German, Spanish, and Portuguese. If you have issues with language settings, please reach out to us via the contact us link at the bottom of the page or click here.
 

Q: Where can I find my profile and rewards? 

A: Your profile can be accessed by clicking "My Account" under your profile picture. All of your rewards, including badges, email signature icons and NCLU degree certificates can be accessed by clicking "My Progress" under your profile picture.

 

Q: What do I do if I've moved agencies?

A: When you log in to NCLU via Norwegian Central with your new agency credentials, you will be asked to enter your Guest Number, or Client ID, from your NCL.com profile. We will ask you to answer your security question that was set up during your NCLU registration under your previous agency, and we will automatically merge your accounts. If you need to provide booking information to reach your Ph.D. and the bookings are from your previous agency, you'll need to submit that booking information after your accounts are merged. Also, make sure that the telephone number matches the agency at the time of booking.

 

Q: As an agency administrator, how do I set up individual agent profiles for the agents working on my team?

A: On the Norwegian Central homepage, go to NCL Help and search "How to Create Agent Profiles in Norwegian Central."

Q: How do the degree levels work?

A: NCLU degree levels are achieved based on the number of courses you take. The first four levels, or degrees (Onboarding, Associate, Bachelor, & Master's), require only course completions, while the Ph.D. degree has a booking and sailing requirement as well. 

For more information on levels, qualification requirements and rewards, click here.

Q: Where can I find my profile and rewards? 

A: Your profile can be accessed by clicking "My Account" under your profile picture. All of your rewards, including badges, email signature icons and NCLU degree certificates can be accessed by clicking "My Progress" under your profile picture.

Q: How do I earn badges?

A: Badges are awarded once you finish all sections of a course. Most courses have multiple sections. For example, four sections make up the Caribbean course. Once you complete all four sections, you will be awarded the Caribbean badge. Check out your badges by accessing My Account under your profile photo, or by clicking here.

Q: What are CLIA credits and how do I earn them?

A: CLIA stands for Cruise Lines International Association (CLIA). It is a cruise industry trade association that requires credits for recertification. NCLU degree completion will be equivalent to three CLIA credits per degree. This means that you can receive a maximum of 12 CLIA credits by completing the NCLU PH.D. degree. For more information on CLIA, visit their website here.
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Q: How do I submit my credits to CLIA?

A: Download your NCLU degree certificate from this page and upload it into your CLIA electronic logbook. This is located on your "My CLIA Dashboard" in the "My Certifications" tab of the CLIA site.

Q: How do I earn the Ph.D. degree?

A: To earn the NCLU Ph.D. degree and earn the Ph.D. badge, you must complete the following:

• NCLU Master's Degree

• 12 total elective courses

• Four (4) total graduate courses

• Book five 7+ night cruises since earning your Master's Degree (cruises must have sailed to qualify) 

For more information on the level requirements, please go to the program details under the "About NCLU" tab on the top navigation bar, or click here.

Q: When can I start booking my cruises in order to meet the Ph.D. requirement?

A: You can start booking after you have earned your NCLU Master's Degree.

Q: How do I report my bookings for the Ph.D. requirement?

A:  We have a record of all bookings you have made through Norwegian Cruise Line via BookNCL.com on Norwegian Central or through our reservation center at 1-800-327-7030. If bookings are made outside of Norwegian’s reservation systems, or in Sabre, Apollo or Amadeus, you need to submit a form through the "My Progress" page.

Q: What if I book outside of Norwegian’s booking system? Will those bookings count towards my NCLU Ph.D. Degree?

A: In order for bookings to count towards the NCLU Ph.D. Degree, they must be booked via the Norwegian booking system. If they were not booked via our booking system, then they must be reported via the “My Progress” page.

Q: Where can I view my bookings?

A: When booked through BookNCL, your qualifying reservations will be recorded automatically and will appear on your "My Progress" page after completing the NCLU Master's Degree level. If you cannot see your bookings, it may be because you have booked outside of the Norwegian’s system. In that case, you will need to report your bookings via the “My Progress” page.

Q: How do I report my bookings?

A: To report bookings that were booked outside of Norwegian’s booking system, visit the “My Progress” page, click the “Report Booking” button and fill out the form. Make sure to include the booking date, sailing date, reservation number, primary guest's last name and your agency phone number. Please allow up to two business days for a response.

Q: I submitted my bookings, but I still cannot view them?

A: If you still are unable to view your bookings, please use the contact us feature and provide us with the below. This information will allow us to investigate your situation. Please allow up to two business days for a response.

• Where the booking was made

• Booking date

• Sailing date

• Reservation number

• Primary guest's last name

• Agency phone number​​​​​​​

Q. What is the NCLU Reduced Rate Program?

A: The NCLU Reduced Rate Program rewards NCL travel partners for completing NCLU degree levels. Depending on the level you complete, you can receive a fare reduction of up to 30 percent off on any future full-fare sailing. Below are the fare-reduction percentages you can earn after completing each level.

• NCLU Associate's Degree: 15% 

• NCLU Bachelor's Degree: 20% 

• NCLU Master's Degree: 25% 

• NCLU Ph.D. Degree: 30% 

For more information, visit the "Resources" tab on the NCLU homepage or by clicking here.

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Q: How do I enroll in the NCLU Reduced Rate Program?

A: There is no need to enroll in the program as reduced rates are automatically applied to the account connected to the account you used when you completed your degree levels. For more information, visit the "Resources" tab on the NCLU homepage or by clicking here.

Q: Are reduced rates combinable with promotions?

A: Yes, NCLU reduced rates are combinable with current consumer promotions available on NCL.com at the time of your booking. The rates are not combinable with net rate programs, group programs, or FITOBC bonuses. For more information, visit the "Resources" tab on the NCLU homepage or by clicking here.

Q: How do I book a cruise under the NCLU Reduced Rate Program?

A: The steps to book a cruise under the Reduced Rate Program can be found here.

Q: Do I get Latitudes benefits when I sail at a reduced rate?

A: Yes, you will receive Latitudes benefits consistent with your current Latitudes tier level when sailing using the reduced rate for travel partners. Remember to book using the same latitude number that is on your NCLU profile when making your reservation.

Q: What if I don't see my reduced rate?

A: There are a couple of reasons why you might not be seeing reduced rates, including:

• Your MyNCL and NCLU accounts may not be linked because they have different Latitude numbers

• Your account may need to be synced. Please reach out to us via the contact us link on NCLU for further support or click here.

Q: What if I can see the reduced rate, but it's less than it should be?

A: Be sure to take non-commissionable fare (NCF) into account. For example, Hawaii cruises have an NCF of around $300-$350 (these fees may vary). When looking at reduced rates, subtract the NCF from the cruise fare, meaning only the cruise fare is eligible for the reduced rate. 

(Cruise Fare - NCFs) x (percentage of reduced rate) 

For more information, please visit the How to Make a Travel Partner Reduced Rate Booking page, download the PDF, scroll down to the last two pages. 

Q: Where can I find the terms and conditions for the NCLU Reduced Rate program?

A:  The terms and conditions for the NCLU Reduced Rate Program can be found here.

Q: Who can I contact if I have a question regarding my reduced rate?

A: If you need to make changes to your reduced rate reservation, please contact our reduced rates department at reducedratedesk@ncl.com. Be sure to have your agent number or Latitudes number ready, as well as your booking information. You should receive a reply within 14 business days. For more information, please visit NCL Help. 

Q: What is the Partners First Amenity Program?  

A: The Partners First Onboard Amenity Program enables travel advisors to enjoy extra perks for partnering and sailing with Norwegian Cruise Line (NCL). 

 

Q: How do I qualify for the Partners First Onboard Amenity Program? 

A:  In order to qualify, you must have earned the NCLU Associate's Degree (or higher) at least 24 hours before making your booking.

 

Q: What does the Partners First Onboard Amenity Program include? 
A: The new program amenities, listed below, are automatically added to all travel partner bookings made on or after January 1, 2024, if the NCLU Associate's Level was earned before making the booking.

2024 Program Amenities
The following is the list of amenities that are automatically added to all travel partner bookings made on or after January 1, 2024:

• A pack of six waters in the stateroom
• 150 minutes of Wi-Fi during the sailing for the travel partner
• VIP status, which includes: 
  • A complimentary bottle of Prosecco in the stateroom
  • Chocolate-covered strawberries in the stateroom
  • A $25 credit towards a Specialty Dining restaurant on board
  • Priority tender tickets and disembarkation

If the travel partner booking was made prior to January 1, 2024, the previous program's parameters apply.

Previous Program Amenities
The following is the list of amenities that could be requested for travel partner bookings made prior to January 1, 2024, by emailing sales@ncl.com at least 72 hours prior to the sail date:

• A complimentary bottle of Prosecco in the stateroom
• Chocolate-covered strawberries in the stateroom

For more information, please visit NCL Help.  

 

Q: Can I still request these amenities for sailings I booked in 2023?  

A; If you booked prior to January 1, 2024, you can request the previous program's amenities, which included chocolate-covered strawberries and a complimentary bottle of Prosecco in your stateroom, by emailing sales@ncl.com at least 72 hours prior to the sail date.  

 

Q: Do these amenities apply to all travel advisor bookings? 

A: These amenities are applicable to bookings made by travel partners for their own reservation aboard NCL, whether made via calling guest services, online via ncl.com, or through their agency booking system of choice. This amenity program is also combinable with the NCLU Reduced Rate Program. 

 

Q: How do I successfully create my booking to ensure I receive the enhanced program’s amenities? 

A: Whether you’re booking directly or online via MyNCL, as long as your Latitudes Account number is connected to your NCLU account, the enhanced program’s amenities will automatically be added to your booking (made on or after January 1, 2024) if you completed at least your NCLU Associate’s Degree level. 

 

Q: How can I tell if the amenities were added to my booking? Where is it displayed on my booking? 

A: To reference whether the program’s amenities were added to your booking, you can look for promo code PTRFIRST in the booking confirmation.  

 

Q: Are the program’s amenities added on top of the amenities from the Latitudes Rewards?  

A: Yes, these enhanced amenities are in addition to the Latitudes Rewards. 

 

Q: How many staterooms can I apply these amenities to? 

A: The amenities listed as part of the Partners First Onboard Amenities Program are only applicable to one stateroom. 

Q: How do I update my name, address, or email?

A:  To update your name, address or email, please contact your agency administrator to change that information for you. If you need further assistance, contact the NCL support services department at 1-866-625-1160, available Monday through Friday from 9:00 a.m. to 6:00 p.m. eastern standard or by email at ncladmin@ncl.com.

Q: How do I change my password?

A: On the Norwegian Central homepage, click the "I forgot my credentials" link and simply follow the instructions.

Q: What do I do if I've moved agencies?

A: When you log in to NCLU via Norwegian Central with your new agency credentials, you will be asked to enter your Guest Number, or Client ID, from your NCL.com profile. We will ask you to answer your security question that was set up during your NCLU registration under your previous agency, and we will automatically merge your accounts.

Q: Do I have to start over if I was already an NCLU student?

A: No, we are excited to welcome returning agents to the updated NCLU. All previous users on NCLU before January 1, 2016, have been migrated, and their degree level has been updated.

Q: What is my new level?

A: For those who are returning, we have five levels, and this is how they are assigned:

• Anyone who has not logged into NCLU since January 1, 2016, or who has not completed their courses will be at the Onboarding level

• Anyone at the Freestyle Specialist level was migrated over to the NCLU Associate Degree level

• Freestyle Advanced Specialists were awarded the NCLU Bachelor Degree level

• Freestyle Certified, Bronze, Silver and Gold levels were all awarded the NCLU Master Degree level

• Travel partners who achieved the Norwegian Specialist level, and submitted booking requirements electronically under the old program rules, were transferred over to the NCLU Ph.D. Degree level.

For more information on the new levels and qualification requirements, click here.

Q: Will I still receive points for course completion?

A:  NCLU degree levels are earned based on the number of courses you complete. You will also be awarded badges for each level attained and curriculum completed. Plus, keep an eye out for limited-time badges available periodically for specialty subjects.

Q: Is the NCLU Reduced Rate Program still available?

A: Yes, and it is even better than before. Your reduced rate booking is now combinable with the latest consumer promotions available on NCL.com - we also added a discount tier. Your reduced rates will automatically update as you progress in levels. For step-by-step instructions, visit the reduced rate page.

Q: What do I do if I don’t have a Secondary Agency set up?

A: Contact your Host Agency HQ and request they send your details to NewAgency@ncl.com. Once received, setup is typically completed within 48 hours.

Q: How do I book with my secondary agency?

A: When booking online (QUEST or Legacy), log in using your Primary Agency phone number. Start a new reservation, enter your Secondary Agency phone number, and select it. Both agencies will appear on your dashboard. If booking by phone, provide both numbers to the agent.

Q: Where can I find tutorials for adding a secondary agency?

A: Step-by-step guides are available in NCLU under How to Make a Booking. Select the tile “HOST NETWORK – How to Add Secondary ID to your Booking”.

• Booking Through QUEST
• Booking through Legacy - Seaweb

Q: What if I need to make a reservation before my secondary agency is set up?

A: Bookings cannot be completed without a required secondary agency. Contact your Host Agency for urgent setup assistance.

Q: How long does it take to set up my secondary agency?

A: Setup is typically completed within 48 business hours after your Host Agency submits your credentials.

Q: Who do I contact for booking or profile assistance?

A: For booking support, contact the Digital Experience team at 866-625-1160. For profile issues, email NewAgency@ncl.com.

Q: Can Secondary Agencies manage agent lists and profiles?

A: Host Agencies manage agent lists. Some allow advisor-level access—check with your Host Agency administrator.

Q: What if my phone number isn’t recognized?

A: This may mean your secondary agency isn’t set up or your number needs updating. Contact your Host Agency or email NewAgency@ncl.com.

Q: What if I see a secondary phone field I don’t recognize?

A: This may appear on older bookings made before setup. Update the reservation with your correct secondary agency to ensure proper credit.

Q: Do I need to update existing bookings after adding my secondary agency?

A: Yes. Existing bookings must be manually updated to include your secondary agency. This is not done automatically.

If you have additional questions, please email NewAgency@ncl.com.

Q: Where can I find a list of all learning resources?

A:  You can find reference materials, including tutorials, and at-a-glance documents featuring the highlights of our destinations, ships and more, under the "Resources" tab located next to your profile picture, and at the end of the corresponding courses, or by clicking here.

Q: How can I connect with other NCLU travel partners?

A: Join our NCLU Student Union Facebook group. This private travel advisor community group has been created exclusively for our travel partners. You can connect with the NCL team as well as other travel advisors to ask questions, collaborate or share feedback.

Q: Where do I find the most up-to-date information about Norwegian Cruise Line?

A: Norwegian Central is your place for learning, promoting and booking NCL. It contains several resources with the most up-to-date information about Norwegian Cruise Line, including:

• Partners First emails: Subscribe to our newsletter designed to provide you with the latest operational updates and guidance to help you grow your business.

• Partners First Facebook page: Follow us on Facebook for the latest news, upcoming events and consumer-facing content you can easily share with your clients.

• Marketing Headquarters: Access various tools designed to help you promote NCL successfully, from customizable emails and flyers to videos and images you can easily share with your clients.

• NCL Help: Search for answers to questions about anything related to NCL, including Norwegian products, promotions and more
  
  

Q: Where can I send ideas for courses?

A: Ideas are always welcome! Contact us via the link on the bottom of the page for any questions or recommendations regarding NCLU or click here.

Q: Where do I go if I have a question about NCLU?

For any questions or recommendations regarding NCLU, contact us via this link.

Q: Where can I find articles for items not listed here?

For more information on items not listed here about NCL or NCL we suggest looking for them on NCL Help. This will give you the most up-to-date forums and resources. 

Q: Where can I find more information regarding Norwegian Cruise Line’s commission structure for travel agents?

A:  For more information about the commission structure, please search “commission” on NCL Help. 

​​​​​​​Q: Where can I find more information about the documentation required to cruise?

A:  For more information about required travel documentation for cruise vacations, please visit https://www.ncl.com/freestyle-cruise/cruise-travel-documents.