Norwegian review by Daniel

This review is about the customer service, and I am beyond frustrated. I called a Reservations agent immediately after I placed the order online to better understand my options for meals, seat reservations, and luggage. I wasn't sure what I needed. They had a deal that you get all 3 for the price of 2. If that deal were disappearing, I would have locked that in. Instead, I was told by the agent that I had plenty of time to decide what meals/seat/luggage I needed, so I told him to just do 5 pieces of luggage. It turns out this was untrue in two ways. The deal was no longer available after the 24 hour grace period and I wasn't able to cancel the 5 bags. This was forgivable, as long as customer service would have sorted the whole thing. But they don't, and in the most frustrating way. I called Reservations to try and fix. They said they can't because they can't cancel the bags or give me the deal. They say i have to contact Refunds. Refunds will only communicate over email, and they will take up to 6 weeks to reply. MEANWHILE, I NEED TO RESERVE SEATS. Eventually Refunds gets back to me and says they can't do anything for me, since they only do refunds and I was actually trying to buy MORE services. So I go back to Reservations to buy the meals and seat reservations, and then ask Refunds to please refund me the difference so i can get the deal I was promised in the first place. We've had 2 back-and-forths so far where all they say is different versions of "I can't help you." This is happening over email with multi-week gaps between replies. I can't even tell if Cecillia (I think the only person in Refunds) understands the situation--her responses indicate she doesn't. She doesn't seem to understand that I made a reservation with Norwegian under faulty guidance of an agent, and had the agent told me the truth, i would have canceled the reservation and started over. I keep asking to speak to a manager and neither Cecilia, nor Returns, nor customer service will let me.