Holland America Line
Reviews and Complaints

My husband, daughter and I booked a 7 day Alaska inland passage cruise round trip from Seattle. The day before leaving home, as I was packing I discovered I could not find my passport or a copy of my birth certificate.
I called Holland America twice and was told that these documents are recommended but nothing was said they are required. They advised me my driver's license and another form of ID would suffice. We flew from SC to Seattle and I went past the first round of security prior to boarding just showing a copy of my passport and driver's license. At the final security check, just before boarding, I was told I absolutely could not board.
They apologized that the Holland America representative had given me the wrong information but there was nothing they could do.
It was heart breaking to say goodbye to my daughter and husband as they
joined six other family members. Holland America really needs to train their customer service reps better and to put in all their information for Alaska cruises that boarding will be denied with a passport.

Booking number 2H4H7Q
I purchased travel insurance for a trip. My cruise consultant from HA advised my husband and I 3 different times that we would not need a passport book for the scheduled trip. We even called and confirmed this on speaker phone so my family could hear. My husband wanted to be certain that his passport card would be accepted. We flew to florida from oregon for this trip. We got to the port and were informed that my husband could not board because he did not have a passport book. This was a celebration cruise for my 40th wedding anniversary and he could not take the cruise. I was then informed by my consultant that Holland America would make this right...I was reimbursed partially for the insurance that I purchased by in no way did Holland America make this right. My husband insisted I go on the trip as we had friends that purchased a cruise in order to celebrate with us. I cried for 12 days. It was a nightmare. The cruise was February 2nd. As of yet I have had no resolution. I would like both cruise fares refunded and both airfares refunded. I doubt I would go on another cruise ever. So I have no desire for a free cruise.

I am flying to a convention before I take the cruise and the form doesn't understand the dates. It sent me a letter to call and it had an incomplete phone number.

Also why is the United States listed at the bottom of the countries and the form won't let you just type in the name.

I will think twice about anther cruise as this is too much of a hassle.

Holiday summer to my most bucket list place. Ruined by a cruise line? Really?!? Fact! This crusty, dusty and rusty vessel should be put away. I paid for double occupancy to be in an unsanitary cabin. Staff that was trying but they were done cruising and ready for the holidays with their own family. Food was ok but the travelers ruin it. The music and entertainment sucked! I even made sure to ask it be family and other singles on board but what I got was just simply OLD! There is not enough time for the rooms to be flipped and cleaned. Be careful and wary of what you might find under the surface. Just gross! The handling of passengers was far from professional. Excuse for everything and everyone. I cried on vacation. Not acceptable! Insulting really :(

All of the guests in our party of 8 contracted covid while onboard the Oosterdam, we, my wife Elaine Wilders and myself Paul Wilders were unable to partake of many of the activities onboard and ashore excursions.
Including the celebration 50th wedding anniversary of our friends at the Pinnacle restaurant for which we had a voucher and the excursions to Ancient Olympia & the village 1st July 2024 and Dubrovnik 3rd July 2024.
We paid £6,858.00 for our voyage.
We in fact paid some money for both excursions $59.80 twice.
3 excursions and meetings did not attend plus we were isolating in our cabin 5112 for many days ill in bed.
We want to have a cash refund for these unused excursions and facilities, not a same year reissue of the vouchers, no use to us.
We were also charged 70 Dollars for our medical records.
Would you also please send this and a copy of our full account ,as your IT systems will not now let me view them.
If you are unable to deal, please pass my email onto Gus Antorcha as he would want to know.
Please confirm the action you are taking over this

Nancy Kowalski. Booking #2CWL9G Mariner #593864414B
Date of cruise December1, 2024-December 15, 2024

I had two credit card charges. On November 27, 2024 my credit card was charged 498.00. That amount was placed as a credit on my account. On December 15, 2024 my credit card was charged $541.30 for charges.
I did not have total charges of $1042.30. I monitored my account daily.
I waited for weeks to see a return of overpayment. I have not received any reimbursement. Please look at my account and return funds that belong to me and not Holland America.
Thank you

Subject: Formal Complaint - Disruptive Cabin Conditions, Lack of Amenities, Shortened Port Calls, and Inconvenient Cabin Relocation

Dear Holland America Customer Service Team,

I am writing to express my disappointment and concern regarding my current experience aboard the Noordam, which departed Tokyo on October 27, 2024. Sadly, a series of issues has significantly impacted my enjoyment of this cruise, which falls far short of the standards I anticipated from Holland America. With another extended cruise scheduled with your line for December 8, I want to ensure that these issues do not recur, as they could severely impact our upcoming world tour across five different ships, including Princess, Celebrity, and Cunard.

Although I raised my concerns with the General Hotel Manager, I found the response to be delayed and unsatisfactory. The noise problem was addressed only after a delay, resulting in a cabin change in the middle of the cruise, and the temperature issue remains unresolved to this day.

Here is a summary of the specific issues that have caused great inconvenience and frustration on this voyage:

1. Excessive Noise in Cabin and Relocation to Smaller Room: Our initial cabin, [1062], was located directly beneath a disco dance floor, where music and dancing created an unrelenting noise from early evening until late at night. This made it nearly impossible to relax or sleep, even with earplugs. This cabin location, situated directly under a high-traffic area, should either be avoided for guest accommodations or guests should be informed in advance of potential noise issues. After repeated complaints, we were eventually moved to a smaller balcony room on a different floor. Unfortunately, while this move somewhat reduced the noise issue, the new cabin itself introduced further problems with its air conditioning, making the entire experience disappointing.
2. Air Conditioning Deficiency: Both the original cabin and the replacement balcony room suffered from inadequate air conditioning. The cabin remained uncomfortably warm, disrupting our ability to rest and relax. Despite requests for assistance from the maintenance team, the issue was never fully addressed in either cabin, leaving us uncomfortable throughout the cruise.
3. Shortened Port Calls: Another significant disappointment was the early termination of port calls, especially at idyllic and highly anticipated locations. The limited time ashore did not allow us to fully explore and enjoy these destinations, which was one of the main reasons we chose this itinerary. Extending port call durations would offer guests a richer, more satisfying experience and allow for more positive memories of each destination.
4. Lack of Karaoke: Karaoke is a popular and social entertainment feature on most cruises, yet it was unavailable on this voyage. This activity would have been a valuable addition to the entertainment lineup, contributing to the fun and interactive atmosphere onboard.
5. Limited Food Availability: I was disappointed to find that food options were not available at all hours. On other cruise lines, 24/7 dining is standard, offering guests the flexibility to dine according to their schedules, especially after returning from excursions or late-night events. The restricted food availability was inconvenient and detracted from the overall cruise experience.

Given these issues, particularly the disruption caused by the relocation in the middle of our cruise, I respectfully request consideration for compensation or credit toward a future cruise. This experience has been significantly below Holland America’s expected standard, and I hope that addressing these concerns will improve the experience for future passengers.

Thank you for your attention to this matter. I look forward to your response.

Sincerely;
Fabio M Martinez

As I purchased the ring on the cruise ship, the refund comes from Holland America. On August 15, 2024 EFFY received the ring and requested that a refund be issued. I have made numerous calls to Customer Service as it has been over two months and I do not have my refund. I have emailed and the response was that the refund in in process and takes "significant time" and that the refund will come by check from a third party. I responded to the email and asked who the third party is and when I will receive the check. I have had no response. Today I spoke to three Customer Service people who told me in had to go for an audit due to the "large" amount. Then I was told that there is no way for me to contact the audit department and no way for your own employees to contact them and that he (Ron Phillps} doesn't "know who they are". I asked for a supervisor and was told that he was the highest point I could speak to. He then told me that he had spoken with the person who reviews things and was told the money would be refunded to my credit card. I have asked for a billing department or a supervisor or the complaint department and have consistently been transferred back to Customer Service to the same people. When I asked again for the Complaint Department, Ron Phillips told me he is the Complaint Department. There must be someone in Holland America that knows something--anything about my money.
I need to get some communication from someone who can answer my questions, Please have someone cll me at [protected]
Mary Schuett [protected] Booking Number 2WCGGX

To Whom This May Concern:

My name is Andrew Kelly, and I have a complaint regarding my cabin. On April 5th, 2024, I was on the Koingsdam voyage departing from San Diego to Mexico, the solar eclipse, and Hawaii. One of your epic cruises, as it had the solar eclipse which took place on April 8th, 2024. However, I have a concern which came up during the cruise. I was travelling with my youngest brother as well on this cruise.

During the cruise I started vomiting which I thought it was to over eating as I have COPD/Asthma. During the next few days, I started coughing even more than usual. It was not until April 11th, at night I started wheezing, coughing, uncontrollably. I take puffers for my asthma and was taking them when my coughing fit happened. at first I thought this might be the onset of COVD 19, however, there were things missing such as a sore throat and diarrhea. I had the other symptoms such as a fever, coughing and eventually loss of voice. I lost my voice during the next few days. I investigated why I was coughing and losing my voice and checked out the areas I frequented the most, such as the theater and the Lido deck on deck 12. I noticed it got worse in my cabin, so I shut off the fan above my bed to see if that was the matter. I was still coughing and wheezing. My brother Gordon Kelly is a witness to these events. I had travel insurance and decided not to use it as there was a clause. I was unsure about the clause that stated "Preexisting condition." Such as being airlifted and being sent to Canada, doctor's costs etc. (We had already somebody airlifted during our cruise in the last days on April 25th, 2024.) I was kind of nervous about seeing the medical doctor.

On April 17th, I tasted a dust odor in my mouth to which a couple of days later I completely lost my voice because of dust inhaled into my lungs and windpipe. On April 19th, on our last night in Honolulu, Hawaii, a deduced the dust taste must be coming from the vents. I called customer service up on a separate matter stating about our safe was acting up, which it was as I must have hit the wrong button and they sent somebody down. I also stated about the vents and said they would change the vent filters as well, which did not happen until I made another phone call up later that day, as I still tasted dust. The next day when we were in Hilo, Hawaii, I called customer service again who said they had the vents changes as I could still taste dust. Customer service asked me about closing the maintenance report, which I said to give me a couple of days as I still tasted dust and for the dust to leave my system.

On April 21st, 2024, my brother Gordon Kelly got sick as well. He had the same symptoms and was reporting a dust taste in his mouth. At approx. At approximately 02:15 in the morning, on April 22nd, I called customer service to report that my brother, Gordon Kelly, was also feeling sick from dust. They promptly sent a representative who checked the overhead vent. I had shut off the vent, thinking it was the source of the problem and it was burning my eyes as well the strength of the air flow going down above my bed, and believed that by doing so, we could solve the issue as no dust could come through. The representative checked the vent with a want and said it was normal and to turn it on but do not leave it on a warm setting. I told the rep. that I have COPD and the warm air makes it easier for me to breathe at night. I turned down the temperature after, as he recommended having it in the middle. This did not help as the air was causing my eyes to burn as well. I also ask the repr if there was any other spare cabins of which he said there was none. The next day On April 23rd, I talked to Betty Ann, the cruise director who said to customer service as she was sorry my brother and I were having a tough time breathing because of dust. At Approx. 10:00 AM I talked to Pam in customer service who made me wait for a few moments while she got forms for me to sign for an emergency state room. After signing the papers, they transferred me to cabin #7057. The next day we launched a complaint and asked if we can talk to Ron, the hotel manager, if he was aware of not of cabin #1040 having dust and other health and safety issues. We filed a report with Yogi instead in Customer Service. He wanted to know if I needed medical; I said no and cited my accident I had 2 years previous with my car crash about them taking a long time to pay sometimes and my preexisting condition. Etc.

When we got into the new cabin, we felt better a couple of days later. When we reached Vancouver, BC on April 27th, 2024, we went directly to the hospital of which they put me on strong medication perdizone and amoxicillin after blood work and x-rays done and a swab to see if it was influenza or COVID-19 and Gordon was on amoxycillin and later on Venetian as the doctor thought Gordon might have a lump in his lungs which turned out to be overexposure on the x-ray picture as he had to take another x-ray a week later just to make sure it was nothing serious. The swab was negative for the both of us for COVID or influenza. We felt better after a week and regained my voice, and so did Gordon.

My complaint is, was the crew aware of the dust or health issues in that cabin 1040 and if so why id we get stuck with this cabin instead of repairing the vents or shutting down the cabin completely and assigning us to a different cabin in the first place? Could you tell me why were we told by the customer service rep who came at 02:15 in the morning or so approx and stated there were no other cabins left when there was room #7057? This could have been a lot worse had things progressed for another few days. According to the doctor, my phlegm and horse's voice was part of my body's defence to dust as I was ingesting my body was fighting against it. I am not happy with this experience in Holland America and will not sail with you guys again.

Sincerely,

Andrew Kelly BA, OCD

I disembarked from my recent cruise on 2/17. My statement showed I had a credit of $751.79. My credit card was never credited for that amount. I have called several times with no success at all and it has been almost three weeks since our cruise ended. This is totally unacceptable behavior from a company in the customer service business and we will think twice before ever booking a trip with Holland America again.

Booking number XHXN5V

Charles & Janice Dorman

3506 Equestrian Way Toms River, NJ 08755

[protected]

[protected]@msn.com

My travel agent was not forthright about return flight. I am a breast cancer patient and we have to travel to Miami then wait 9 hours to fly home. She told us that Holland America did this, but Holland said travel agent did this. Penalties alone $1200, can’t afford that. This whole trip was a last cruise from my daughter. It will not be relaxing knowing how the travel home will be. Confirmation number XHWQ4T. God bless. Janice Anderson

Date of missing luggage: 10 December 2023. Our two suitcases and two carry on luggage put into undercarriage of bus that HAL contracted to transport passengers and luggage from White Bay Cruise terminal to International Departure Terminal at Sydney Airport on 10 Dec 2023. Departed White Bay Cruise Terminal at 9.45am. Driver was about 45 - 55 years with black hair and of Asian descent. He said he was only the driver and has nothing to do with the luggage. Told the luggage handlers at the cruise terminal and the airport terminal are from a different organisation and contracted by HAL.

10.45am: Bus arrived at the International terminal at Sydney Airport and the luggage handlers unloaded our two suitcases and one carry on. My husband asked the luggage handlers to check in the bus undercarriage and the man had a quick look and said nothing there. Two options: 1. not unloaded 2. stolen from the footpath after unloaded. At the Airport: We went to lost property and the Australian Federal Police to report missing luggage.

We booked our upcoming cruise on our last cruise. We also reserved the room we wanted a year in advance.

We had our paperwork and paid the amount owed from our original paperwork. Come November we got a cancellation of our cruise. They stated we owed $610.00. We called in and talked with 3-4 different agents and after hours on the phone Holland America decided that we had paid the correct price and reinstated our cruise only to give us another room that is not even close to where we wanted to be originally.

We cruise every year between Christmas and New Years. I guarantee WE WILL NOT BE booking another cruise with Holland America. The customer service is TERRIBLE.

This is the second complaint on the same complaint without hearing anything from Holland America!

Be careful where you spend your money!

Rahna pourghassemi and David bruce adair

216-261 east 3rd street

North Vancouver, BC

V7L 1E8

Holland America Line

Oct 7th - October 24 cruise

Vancouver - Hawaii

Round trip 17 days

Room # 7054

To whom this should concern

I am writing to express my disappointment with the service I received on my recent Holland America cruise. My fiance and I were passengers on the Koningsdam cruise from Vancouver to Hawaii from October 7 to October 24. Unfortunately, we left some of our belongings on the ship when we disembarked on October 24

We immediately contacted the lost and found department of Holland America Line to report the missing items. However, despite our repeated attempts to follow up, we have not received any information about the whereabouts of our belongings. It has been over a month now and We are extremely disappointed with the lack of response from Holland America Line and the apparent disregard for our concerns.

We would like to request that you take immediate action to locate our belongings and return them to us as soon as possible. We believe that Holland America Line has a responsibility to ensure the safekeeping of passengers' personal items, and we are disappointed that this has not been the case in our situation.

We look forward to hearing from you soon and hope that this matter can be resolved quickly and satisfactorily as these jeans are worth 200 a pair and this is really wrong of the cruise to have ignored are many attempts in contacting them. We know exactly where we left them in room 7054 right behind the entrance door in a drawer. Why is this so difficult to get any help

Had this not happened, we were so impressed and happy with our cruise. Unfortunately, this has ruined our trust for Holland America and we will not be going back with them until they find out belongings. I will not give up until we either get cruise line credit for the future or our belongings returned

Sincerely,

Rahna

between 2014 and 2021 I booked 14 cruises and embarked on 3. Deposits lodged with HAL totalled A$18,987 and used on embarkation totalled approx A$8,000 leaving a balance of approx $10,000 to be refunded or used for FCC. In Jan 2023, HAL Sydney Australia reversed a credit card payment of some A$1900 but the credit card had been cancelled in Jan 2021. The credit card company ,VirginMoney HF, admit receiving A4946 in January 2023 (but it should have been returned as the credit card was closed) and sent a cheque to my former address in Melbourne Vic AUSTRALIA in January/February 2022 but I moved from there in September 2021. I have received no refund but have been on the same mobile/cell number and email over the entire period.

Please refund me the approx A$10k I am entitled to.

I am 81 yrs old and my wife is 78 yrs old. We are retired and saved up for the Alaskan cruse and planned it for entire year at a cost of $4432, Aug 13th 2023, air fair $619, hotel 2 nights $532, plus Seattle express $ 90, total $5673. All booked thru Holland American agents.

We where denied boarding at the gate due to no Pass Port, Birth certificate, or enhanced drivers licenses (offered by only 5 states) where denied boarding because we accidental left the pass ports at home. We thought there would be no problem, because we are US citizens, living in California our entire life and we where going to a United States State of Alaska. To our surprise and 20 other guest, because we are boarding on a foreign registered ship we needed pass ports, For Alaska? After waiting 6 hours while agents made excuses pretending to be helpful. At 3.30 pm all of us where escorted by a police man to the parking lot that now was empty of transportation. A worker helped us call a cab, it was $90 to take us back to our hotel. We spent 4 extra days at the hotel trying to communicate our problem thru off shore Customer service explaining our situation with little help, due to their drop calls, being transferred to other personal, and poor English commutation. There was so much back around noise on some of the calls we had to hang up and start all over again.

Lucky the hotel accommodates us with rooms for another night, but ended up 3 nights at a extra cost of $ 750. The reason for extra nights is Holland America air agents said we had a flight at 10 am Tuesday then its Wednesday, then Thursday at 10 am they never reschedule the original flight. After 2 hrs explaining to the Alaskan air agent on Thursday our predicament, she talked to her supervisor. Finial we where booked at 7:30 pm Thursday night to Burbank California. At no extra charge! Thank God, total cost now $6513.00.

Holland America offered No refund or credit on another cruses, so we are out $6513.00 How inconsiderate, and uncaring by Holland American cruse line. Similar our traveler agent, Joanne Spring, who we contacted in the beginning of our problem said she could not help us and we couldn't contact her again. Our feelings are frustration, and sadness because we will never be able to go on that trip again and the loss of so much money for nothing is very painful.

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 on our New Years Eve Cruise we took in [protected]. We paid our down payment. We also had a letter from Cory Thomas-Special Advisor offering a credit due to a cruise we were on with a group and most of the group got sent home due to COVID. When we left the ship we knew we owed $2,533.00. This had to be paid by September 30, 2023. We paid that amount and we were advised we owed $610.00 more. I asked our cruise consultant to get back with us about this and he was out of the office at least 3 weeks with no return phone calls. We received a cancellation in our e-mail. I called and asked why and they said we didn't pay our $610.00 prior to deadline; however, WE DID NOT OWE THAT ACCORDING TO THE FIRST STATEMENT. I do not know where it got messed up but I DO WANT TO TALK TO SOMEONE ABOUT THIS. We requested for a certain room as soon as we got back IN 2023 with cruise consultant and he stated it was 7149. Now we are in 6208, which is at the back of the ship and we wanted to be close to the elevators. NO ONE HAS CONTACTED US. I will assure you WE WILL NOT BE ON ANOTHER CRUISE AFTER THIS YEAR WITH HOLLAND AMERICA IF THIS DOESN'T GET TAKEN CARE OF. If you look at our history, we have taken NEW YEARS EVE CRUISE FOR 4 years in a row, went to Panama Canal and to ALASKA WITH HOLLAND AMERICA. We are NOT HAPPY WITH THE "NO RESPONE" KIND OF WAY YOU DO BUSINESS.