Holland America Cruise Line / NIghtmare
My husband and I took a cruise the week of March 20-27 on the Holland America Oosterdam to the Mexican Riviera. Our laptop computer and camera were among our luggage that was found to be missing after being entrusted to Holland America staff's care on a 10 minute ride from the airport to the ship via their subcontracted transport vehicles. We didn't realize these items were missing until we boarded the ship. We were continually prevented during the cruise by the management at the front desk from escalating a report to the hotel manager and the security on the ship who may have been able to initiate an investigation early after the incident occurred. This was a frustrating and frightening experience and certainly not one we expected aboard a Holland America Cruise ship. Upon disembarkation, we have filed complaints with Holland America Guest Relations, Holland America President and CEO Stein Kruse, Holland America Lost Luggage and AAA Travel Agency with whom we booked the cruise. We are also
filing a complaint with the Better Business Bureau and on multiple web sites. We want everyone to be aware of the hazards of cruising and that there may exist policies, procedures and processes established by cruise lines but they are not always followed and there is poor management on some of these ships. Stein Kruse, the President and CEO of Holland America may have an Advanced Management degree from Harvard but sadly, some of his manager employees don't know the first thing about management or service.