A Canadian couple’s $5,000 Caribbean cruise aboard the Norwegian Escape was unexpectedly rerouted to ports along the U.S. East Coast following the formation of Hurricane Humberto and Tropical Storm Imelda in September 2025. The dramatic itinerary change-swapping destinations like Puerto Rico and Saint Martin for stops in Boston and Bermuda-has sparked questions about cruise line openness and passenger rights during hurricane season. Serge Mecteau and Diane Frenette are now seeking recourse after alleging a lack of timely communication from Norwegian Cruise Line regarding the shift in plans.
A couple’s Caribbean cruise with Norwegian Cruise Line was significantly altered due to hurricane season, leaving them questioning the company’s communication and seeking potential recourse. Serge Mecteau and Diane Frenette, frequent cruisers who prefer voyages over traditional southern vacations, found their 12-day trip dramatically reshaped after embarking on September 29, 2025.
The pair, who spent approximately $5,000 on the cruise, were anticipating visits to six Caribbean islands, including Puerto Rico, Saint Martin, and Saint Lucia, aboard the Escape. However, shortly after boarding, they learned of a complete itinerary change.
Serge Mecteau and Diane Frenette learned their cruise itinerary had been completely changed due to hurricanes upon embarking.
Photo : Radio-Canada / La facture / Jean-Philippe Pelletier
Itinerary Disrupted by Hurricane Season
The revised route, attributed to Hurricane Humberto and Tropical Storm Imelda, swapped Caribbean destinations for ports along the U.S. East Coast. “Instead of going to Puerto Rico, we were going to Boston. Instead of going to Basseterre, we were going to Portland [Maine]. Instead of going to Saint-Martin and Saint Thomas, we were supposed to spend three days in Bermuda,” Mecteau explained. This shift in plans has raised questions about cruise line transparency and passenger rights during unforeseen weather events.
Norwegian Cruise Line confirmed that passengers were informed of the changes upon boarding, “the quickest time we could notify them,” according to a company statement. The company maintained it acted “as quickly as possible once weather forecasts confirmed that sailing in the Caribbean was no longer safe.”
However, Radio-Canada meteorologist Ève Christian indicated the potential for disruption was known days in advance. Hurricane Humberto formed on September 26, 2025, three days before the cruise’s departure, and Imelda intensified into a Category 1 hurricane on September 28, 2025, the day before the ship set sail. Christian stated, “He follows the weather, for sure. So, it had to be known, absolutely.”
Ève Christian is a meteorologist at Radio-Canada.
Photo : Radio-Canada / La facture / Laurent Racine
Captain Raymond Jourdain, a seasoned mariner with 40 years of experience, echoed this sentiment. “Hurricanes, you can see them coming in advance. You know what’s coming. It would have been easy for the company to say what was coming and give an explanation,” he said.
Mecteau and Frenette, along with other passengers, sought answers from customer service. “I asked them if it was possible to disembark. I was told I could, but I wouldn’t be reimbursed. And they told me they didn’t know when I would get my luggage because it had already been loaded onto the ship,” Mecteau recounted.
As compensation, Norwegian offered all 4,200 passengers a 20% discount on a future cruise booked within the year. The offer was deemed unsatisfactory by the couple, given their $5,000 expenditure.
Passenger Recourse and Legal Considerations
Despite their dissatisfaction, the cruise contract stipulated that the itinerary could be modified due to weather conditions or other reasons without prior notice. However, François Lebeau, a travel law expert, argues this clause may not be enforceable in Quebec.
Because the contract was concluded by telephone, Quebec law applies, Lebeau explained. “A contract cannot have the effect of releasing a merchant from fulfilling an obligation,” he stated. He believes Norwegian should have informed passengers of the potential changes earlier, allowing them to decide whether to accept the revised itinerary or cancel their trip.
“I asked to go to the Caribbean, don’t send me to the north of the United States. It’s not legal. Unless there is a force majeure. And even then, if you know it in advance, it’s no longer a force majeure.”
François Lebeau is a travel law expert.
Photo : Radio-Canada / La facture / Laurent Racine
Lebeau suggests the couple could seek a full refund, and potentially additional damages, in court. “If I were representing consumers in this situation, I would not only ask for damages but also for punitive damages,” he said, to deter similar practices in the future. He advises travelers to book cruises with companies based in Quebec or through a travel agency, citing the stronger consumer protections offered by Quebec’s travel agent laws. He also noted that a favorable judgment is more easily enforced against a Quebec-based company.
