Holland America Line

we had platinum insurance coverage for our cruise which is scheduled to leave November 18, 2023. John fell ill and was in hospital.

We don't understand why we lost over $1000 even with the insurance we paid for.

We would like someone to look into this.

our booking number was 2RMM2D.

Our cruise consulate was helpful planning our past 3 cruises. This was the 1st one we had to cancel.

Please respond to John at [protected]@hotmail.com

Suitcases cracked on arrival to my cabin. This was reported and a report made. In order to disembark the ship we had to have same taped so suitcase would not fall apart barbara gumpper 203 ne forrest crt jensen beach fl [protected] a report was written by a member of the ship, we have not had any response. The cost of suitcase was $99.00, when purchased 9 months ago

On 9/10/2023 my husband, James B. Davis, III, and Janis C. Pritchett were booked and paid for an Alaskan cruise that was set to sail from Anchorage, Alaska. Due to delayed flights for over 90 minutes, we could not get to Alaska in time to board this cruise. I filed claims with Delta Airlines. They sent the claim amount for the airline tickets to Holland America on 09/25/2023, because I purchased these airline tickets through Holland America. I have made many attempts since 10/02/2023 to speak to someone about the status of receiving these Delta funds. I even called today (11/15/2023). I have been told each time that I call that this claim is being processed in their accounting department, and they will be happy to place a "request that this claim be Expedited". How long does it take to write a check and Expedite a Claim with Holland America. Obviously, longer than 96 days from when the cruise was cancelled. They (Holland America) did not want to wait 96 days for my payment for this cruise and the Delta Airline tickets. They charged my credit card immediately. I was also told by "Vacations to Go" representative that they(Holland America) were going to reimburse me for the port fees in the amount of $550. I have not seen that reimbursement either.

I just want what is rightfully mine which is to promptly paid these claims & send me my MONEY.

We booked a cruise with the Westerdam starting Oct 1st to Oct 28 beginning in Seattle and ending in Yokohama. We signed a paper at guest services stating that we wanted the gratuities removed and that we will take care of these ourselves. We were surprised to see a $1227.99 charge on our credit card ending in 3387. Our mariner number was [protected] we stayed in cabin 5072.We did book a few things but the gratuity charge should not have appeared on our credit card.

Sincerely

Lucy and David Del Gobbo

A tip of $56.78 was added to my health club bill of $315.40 without my knowledge.The acupuncture therapist who was Japanese and spoke almost no English did not point this out to me at the time or I would have objected at the time that this was excessive.

I subsequently paid a total of $372.18 for this before I LEFT THE SHIP ON 27/0

25/9/23

I HAVE THE RECEIPTS SHOULD YOU REQUIRE THEM.

On Booking XD8MWC Bruce A; Pitkin [protected]) Today I was online @ your number [protected] for over 30 minutes trying to get a cost Breakdown on our cruise, supposedly with final payment due by October 15th. I HAVE RECEIVED NO COMMUNICATIONS FROM HOLLAND AMERICAN WHATSOEVER REGARDING OUR CRUISE.

They then refer me to your tel# [protected] which I was on over 35 minutes simply trying to get the breakdown of costs and a total payment due...again due by this friday. No one can give me any information about a cruise I booked on your ship on our last cruise. Are you kidding me...I am your client. ([protected]@aol.com) or [protected]. They tell me I have to get with the Travel agent I used before, who I have not been able to reach. Why should I have to.

My husband and I are booked on the Noordam 10/1/2023 – 10/8/2023 on what is marketed at a 7-day Wine Country & Pacific Northwest cruise. Even today, this cruise is listed on your website as a ‘Wine Country’ cruise (see screen shot below). The advertised Santa Barbara and Monterey stops (clearly wine country) have been removed and replaced with LA and Avalon (clearly NOT wine country) yet, no other wine-related excursions or even explanations.

The one (and only) wine-related excursion was sold out, I ended up on a waiting list, then was told (via email) that we lost our opportunity to purchase the excursion because I didn’t respond within 48 hours. I did not get an email saying we had 48 hours to purchase, yet I got the email saying we lost our opportunity!

I called to voice the frustration and was told that someone from the escalation department would call me back. To date, I’ve never received a call. When I asked how much the penalty would be to cancel the trip, I was told I would forfeit the entire amount paid for the cruise.

I called again a few days later and was told I was back on a waiting list. Today I am notified that I have 72-hours to purchase the Sonoma Country & Wine excursion, or the space will be released to the next person. The email instructions say, “To confirm your space and complete the purchase, please log into “My Account, Shore Excursions – waitlisted shore excursion now available” to purchase"; however, I have logged into the app and into the website and cannot find this option. So, I now sit on hold – AGAIN trying to get help.

A few weeks ago, we received a notice to upgrade our signature suite to a Neptune suite. Figuring that we won’t have excursions in Monterey or Santa Barbara, we thought the upgrade would be nice and we can make the best of relaxing in a more comfortable room (one with a coffee pot). I called to try and pay for the upgrade but wanted to get confirmation that we were on the wait list for the Sonoma excursion yet no one at Holland had any idea what I was talking about. The call, being put on hold multiple times, and being transferred ended up not only being annoying, but a complete waste of time. I called again to finally be able to pay for the upgrade to a Neptune suite (this lady was efficient, lovely, and accommodating). However, a week later I got a voicemail saying that she had booked us in error, there are, in fact, no suites available for upgrade and we will be downgraded to the original signature suite. The voicemail also indicated that our payment would be refunded as soon as possible. Note, this has been nearly 2 weeks and no refund! Additionally, Burchardt Gardens excursions are all sold out, and I can’t even book our time preference for the dining room.

Your website indicates that your credo is to be ‘ambassadors of joy’. This process has been less than joyful, in fact, it will likely be our last cruise with Holland after having similar (not as bad) experiences in the past. I did feel as if senior leaders of the company should at least have a recent customer experience and know that there are some processes that could use attention and improvement:

Advance booking of mealtimes

Advance booking of excursions

Returning calls when promised

Website advertising needs updated marketing

Taking payment for upgrades that are not available

Processing refunds

Service recovery

I appreciate your time and hope some efforts are devoted to improving your position of ambassadors of joy.

Sincerely,

Amy Beaubien

Mariner ID [protected]

CC.

Gus Antorcha

I cruised with you in Dec 5,2021. A refund check was sent to me in January,2023. I deposited the check in my bank and they never gave me credit for the check, When I called my bank that asked me to contact you to reissue the check $432.80 since it was never cashed. I have been inquiring since April for you to send me another check. My booking# XWXG4H,my ticket# 411775.Please call me at [protected] and leave me a message since I receive so many scams that I may not answer. I have been waiting too long for someone to resolve my issue, since April,2023. Thank you.

I booked my family vacation to Alaska on the Eurodam 06-17-2023. Traveled 384 miles to Reno Nevada to get on a plane to Settle Washington. Checked bags into Alaska Air and was given boarding passes. In line to board the plane when TSA tells me it's the wrong birthdate. We head back to Alaska Air and they tell me it's fixed. Back in line got to TSA and was told it was not fixed. Head back to Alaska Air and employees are gone.

We see our plane take off with all our bags. I was on the phone for 4.5 hours and when I was able to speak to a Customer Rep I was told to call the same number tomorrow.

Our bags went to Seattle Washington. I found out the Customer Service lady charged me for my carry-on bag. Instead of being a problem, I let her take my bag. Since my Laptop and wallet and meds were in. the bag I was able to track my bag in the Air and in the Seattle Airport. It took over six calls to Alaska Air to secure our bags and send them back to Reno the next day. I was already home 384 miles away. When I spoke to John for Holland America he said we would get all cost paid back to us.

I told Alaska Air to ship my bags as soon as they can. Only to find out they made my boys take my two bags. Not having my meds I had to drive back to Reno to get my things.

Turned in the cost of travel and hotel and one week of vacation for each of my boys. Holland America will not answer any of my calls. Filing a Small Claim Lawsuit.

I do like to cruise but Holland makes it almost impossible for me to do it. I am a widower & can not find anyone to go along with me to to make the trip affordable for me I don't want to pay double for the cabin. I know some ships have studio cabins, but not all do . All I want is an inside cabin & not pay double for it.

It must be known by about a month in advance of sailing if the ship will be full. I would guess the not every ship sails full with the size of them today. I would do a drop & go about a month out so I have time to get things together for the trip . Nothing fancy just an inside cabin. Is something like this possible ?

East coast out of Florida if enough time parts of Europe or Med or trans Atlantic or repositioning .

I don't drink all that much so a drink package or dinning or internet offer is not a whole lot of interest to me ,& forget offers of 2nd guest or kids .I am a widower & can't find someone to go with me.

John ONeil Mariner ID number [protected] [protected]

On July 2nd, 2023, my daughter and I embarked on a 7 day Alaskan cruise from Seattle. On July 3rd, I began experiencing excruciating tooth pain which got worst overnight, spreading to my brain and radiating to my neck and shoulders. The ship has no dentist. I requested to disembark in Juneau but Arlene of Guest Service refused to let me off without paying $941 in penalty. I requested to talk to the captain but was denied. Plus, she said, I had to see a doctor on board which I did. Since she's not a dentist she couldn't help but gave me oxycodone and amoxicillin (which I had already been taking anyway to no avail) and of course, a fat bill for $254.00. I refused to pay the $941 and asked to meet the custom authorities to clear me to leave the ship. Upon meeting the custom officer, she said " you are an American Citizen in Alaska being prevented to leave, why"? Of course, I explained and so she wished me good luck on getting home quickly to get the help I needed. I arrived at JFK at 7.52am on the 5th and had emergency surgery at 10am.

I need to hear from the relevant authorities immediately on this matter.

I received an email on the 27th March saying that I would be refunded 50 dollars due to not being able to take cigarettes that I bought on the Westerdam ship in February into Singapore. I still have never received this refund and have sent numerous emails to the guest relations plus rang and spoke 3 times to different people who have assured me their supervisor would call me back and haven't.

Feel really let down by this customer service and makes me not want to book or recommend Holland and Amercia even though we enjoyed the cruise.

my husband and my email address's as follows:-

[protected]@icloud.com

[protected]@gmail.com

This is the email I received :-

March 27,2023

Dear Mr. &Mrs. Eastwood:

RE Case: 1-[protected]

Booking: XCDMMN

Thank you for contacting Holland America Line. We are grateful that you have given us this opportunity to review your concerns. We do sincerely apologize for the delay in response and resolution.

We would like to extend a refund to you in the total amount of $50. This refund will be posted to the card used on board ending in 2003. Please be advised that your request has been forwarded to the appropriate department and can take a minimum of eight to twelve weeks to process.

We look forward to welcoming you on-board again very soon. Until then, we wish you all the best.

Sincerely,

Alexandra Gail

Guest Relations

Holland America Line

I purchased a brand new American Tourister suitcase for our trip to Alaska with Holland America. It was a cruise/land/rail experience. On the last day after we said goodbye to our tour director, we received our luggage to our room while we were gone to dinner. We arrived back at hotel late to find our luggage & my new suitcase cracked around one of the wheels & it was recessed down inside. We had to get up very early the next morning so was unable to contact anyone at that time. We left again almost as soon as we arrived home in our motor home (no luggage needed). During that trip I received a survey from Holland & on it I reported the suitcase problem. I waited a few days thinking I might hear something but no word. So now I'm filing a complaint. Our booking number was XNDL8N and our trip was from 5-27-23 to 6-8-23. I have photos available to damage I can provide, but I don't know how to get them added to this complaint. I am in my 70's & not current on how to do all of this. However, I am glad to provide via another means.

Booking Number: 2KVKMK Date Booked: June 06, 2023

Reservation placed via computer for initial contact and phone for completing a reservation for Alaska cruise.

Embark Date: Aug. 19, 2023. Port: Vancouver

Debark Date: Aug. 26, 2023. Port: Vancouver

Ship: Koningsdam. Voyage: 360

Full Payment: June 06, 2023

Assisting Agent: Angeline Cabilin

Complaint:

I completed my initial contact with Holland America Line via their website. which in turn prompted a telephone call to me from Angeline (Angel) Cabilin. We completed a reservation with some difficulty as she spoke rapidly and with a difficult to understand accent. I was offered two options for flights from Raleigh, NC to Vancouver, BC. I had difficulty understanding the options but chose the one that I was advised arrived in Vancouver at 12:54 pm on Aug 19. After the phone conversation concluded, I received emails for the trip itinerary. Only to find that we would be leaving Raleigh around 4:30 pm of August 18 and arriving in Vancouver at 12:54 am. This created a dilemma that we were not prepared for as we can't board the ship at that time of day and we do not want to stay at the airport for the remainder of the night, nor do I want to reserve a hotel.

Upon realizing the dilemma, I reached out to Ms. Cabilin who advised me that she would get back to me before her shift ended. I did not hear from Ms. Cabalin so on June 09, 2023 I called Ms. Cabiln to discuss a flight change. I was informed that there was nothing she could do except require a penalty payment to change our flight. I was fully prepared to pay a difference in the price of the airfares but imagine my surprise when I enquired about doing so with Air Canada only to find that there was available seating on several flights out of Raleigh, ranging from 6am to 7am, that would have gotten us into Vancouver with plenty of time to board transportation to the ship. As of yesterday the 15th of Aug. no reservations have been made with Air Canada by Holland America on our behalf and there are still flights available in the time frame referenced for considerably less money, less than $600 US as opposed to the $799 charged, than the inconvenient flights your agent advised us to reserve.

I've also come to learn, that Holland America, has on one of their websites, a statement referencing; changes to the booking can be made without penalty. With that in mind, I am respectfully requesting a change to our flights from Raleigh to Vancouver.

Should you wish to speak to me regarding this matter, I can be reached at [protected].

Respectfully,

Gary Morrison

My son & daughter-in-law are about to embark on a HAL cruise out of Vancouver to Alaska. Two days before their planned departure on June 4, 2023, I tried both online and by telephone to order a "bon voyage package" to show my love and well-wishes. The HAL web page directed me to telephone HAL Reservations to place my order, because the cruise was to begin less than 4 days hence. I was told by 2 HAL reps that I could not place my order -- that it was too late. WHAT GIVES? Please explain to me in detail exactly what is the HAL policy on this issue. (P.S. I've placed orders before with other cruise lines under similar circumstances with no problem whatsoever. Further, my wife and I have cruised HAL ourselves, and we have a very positive regard for HAL).

Can you PLEASE help me?

Booking number: XL9G8J

I was unable to go on the cruise I booked to the Carribean in December 2022.Your company were very quick to notify me of the refund I was entitled to and I was very grateful . Howewer, it was refunded to an out of date credit card. I emailed the company and was told there was a cheque in the post. Four and a half months later it has not arrived. While in the USA three weeks ago I phoned your company to explain the situation again,and I was told that , yes I was owed money and that I would be contacted in 48 hours when the operator had spoken to the appropriate departmant. I have still to receive this email.

I would like to think that your company would treat customers a little better than this.

My mum, Carole Thornhill & myself have just returned from a trip from Canada, through the Rockies and ending with a 7 night cruise aboard the Mieuw Amsterdam around Alaska. I am writing to complain about the horrendous treatment my mum received when boarding this ship. My mum is almost 80 years old, has diabetes and also early onset dementia. At the terminal, for some inexplicable reason you had 3 cruise ships all trying to board at the same time. Obviously this caused much stress and confusion for all. We didn't get past the first obstacle without being told to go stand in another line for more details. My mum and I gave the person everything that they asked for and photo's etc were all taken and then we were herded into what can only be described as a holding pen with several other people waiting to be cleared.

Eventually we were told to go through and from there followed 4 hours of shuffling, standing still and going up and down lines. During this time NO water was handed out, NO food or any kind of communication whatsoever. My mum relies heavily on her diet for her diabetes and with no water was also unable to take her lunchtime medication. After 4 hours, we finally climbed the gangplank onto the ship breathing a huge sigh that eventually mum could get a drink and a sit down. Oh no this wasn't to be! Again they couldn't find her on the system. Now we both had boarding passes and our passports but oh no they were not letting her on!

The attitude of these members of your staff at the gangway was downright despicable. I was ok so they tried to tell me to get on the ship and mum was being taken care off. Obviously I was not going to leave her alone, by this time she was shaken, tired and very spaced out. She was forced to stand against a wall and they put the tape in front of her refusing her entry. At one point one of the men even shook his fists in her face! My mum was very upset and confused and the way in which she was spoken to and treated was horrendous. I was really starting to lose my temper and told the man to get her a chair to sit on, he initially said that no she couldn't as she would be blocking the gangway! I insisted telling him that she is almost 80, has had no food or drink and needed a chair! The security man came to me at this point and he did go and get my mum a chair. My mum was left like this for another 15 minutes before allowing her to board, they then insisted that we had to go and wait in the Guest Services queue to have her photo taken yet again. The following morning on May 1st we filed a formal complaint with Guest Services but we have not received any acknowledgement from Holland America whatsoever.

This was also not the end of the matter! EVERY single time we left or entered the ship for the whole of the cruise they couldn't find her on the system and we had to go through the process every time. This really effected my mum, as I have stated she has early onset dementia so she kept asking why she doesn't exist and persuading her to go off shore when docked was a lengthy process as she was so worried about getting back on. Needless to say, this has spoilt the last holiday on her bucket list that my mum is going to be able to take. She was so looking forward to it and all she can remember is the man shaking his fists in her face and not existing. She had a cabin key in her own name, a boarding pass and her passport so what the hell was the issue?

My mum also contracted a sickness bug before leaving the Amsterdam. She was incapacitated for the remainder of our time in Vancouver, we had to cancel our excursions and spend the 2 days we had left in our room trying to make mum fit to travel home again. This was reported to our tour guide for Newmarket Holidays, Shirley and we were staying at the Sheradon Hotel in Vancouver if you wish to confirm

The 29/i06/ 2018 I made a future cruise deposit of 600.00 us $

2x300.00 us $ deposit id: [protected].

In 2019 I made a booking for a cruise montreal-boston, cancelled due to the covid pandemic.

in 2020 the same, 2021 the same

the 07/09/ 2022 I booked an other cruise montrel-boston, i could not used the 600.00 $ us, because my booking was in Canadian $,

so I cancelled this booking and the 05/01/2023 I rebooked the same cruise but in US $. Booking number: xvdmxt

now the surprise...The 600.00 US $ could not be used because now my deposit was converted by Holland to a credit?

then for the last surprise... I was told that this credit was no longer valid because the 2 years validation date was over.

I don't have to tell you my frustration. The least you could do is to refund me. I already wrot you and never got an answer, so this time please answer me. Thank you

[Sorry for the CAPS, I really want emphasis!]

We booked a segment of the MS Zuiderdam round-the-world "Grand Cruise" from Adelaide to Cape Town (U309G - Jan 2023 to March 2023) and then asked to extend the booking to go from Sydney to Cape Town (U309B). By telephone and email we were told this would be possible, and IN WRITING (by email) HAL confirmed that all the funds paid so far would be transferred to a new booking, with an additional charge for the extra distance of $2,500. We agreed that we wished to proceed on EXACTLY that basis.

That is not what happened.

When the "No reply" confirming emails came through we found that we had been charged an additional CANCELLATION charge of $3009.60. We protested of course, by phone and email, but received no comprehensible explanation. The email they sent contained grammatical mistakes that rendered it incomprehensible.

With so much else to do we proceeded with our travels and ASAP raised the difficulty with "Guest relations" on board. Only the GR manager, Jagoda, was able to engage coherently. She explained that HAL Head Office had acknowledged the case, but no real response. Despite repeated requests for an update, no further information was forthcoming on board.

On returning home, we looked carefully at the details, and found that the cancellation charge included, for the SECOND time, the "Cancellation plan" protection charge of $858 that we had already paid; also, "Taxes, fees and port expenses" of $820.

Further, we studied the full HAL contract terms and conditions. We found that the justification for the cancellation charges is (essentially) the probability that the stateroom might not be resold. There was NO possibility of that - we were extending a voyage NOT cancelling it - and we now assume that we have paid the Taxes, fees and port expenses TWICE.

On 20th March we sent a detailed summary of what happened to '[protected]@hollandamerica.com' but only received second copies of the "No reply" emails already received, confirming the cancellation charge and the receipt of the additional funds (charged to our credit card without our permission).

We expect to never travel with Holland America again, despite the awesome cabin and dining experiences whist on board the Zuiderdam (thank you, crew!).

HAL Head Office: you need to urgently review and improve your human resources and business processes - neither are up to (or even near) the expected standards. We want to cruise with a company that SOLVES problems, not one that creates them.