Complaints

This profile includes complaints for Holland America Line's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Holland America Line

  450 3rd Ave W Seattle, WA 98119

• 

  Vancouver Shore Operations

  999 Canada Pl PO Box 45 Vancouver, BC V6C 3C1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Have it All package which gave me, amongst other things, a $200 shore excursion credit. I then went to purchase the shore excursions to see almost all of them sold out. I put my name on waitlists but then was concerned I would not have any shore excursions for my trip so booked the shore excursions privately and canceled the ones I had waitlisted. On a ************** specifically for this cruise, it says the excursions were sold out back in October, 2023. I am asking for the $200 shore excursion credit to be converted to a ship credit since I was sold something that is not able to be redeemed. I have called several times as has my travel agent. I have emailed too with no response.

  Customer Answer

  Date: 05/30/2024

  The business has resolved the issue with me. They found space on a tour and I can use the given credit. This case can be closed. Thank you for your assistance.

• Initial Complaint

  Date:05/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had went to the service desk and our lounge to discuss stuff that I paid for that we did not receive on a very expensive cruise that was paid in full. First thing room service was never able to be connected to tub would not work or drain. Priority entering and exiting were not even accommodated we booked a excursion to king salmon fish only to find out that we could not keep and on the description clearly said from catch to the fork with eating the fish that we caught. There are more to discuss but would like to do it over the phone I do not belive that I got anywhere near what I paid for. This is unexpected and very unhappy woth holland american cruise and would like to talk about some action of compensation my number is ********** or ********** my name is *************************** and my wife is ***************************** she is allowed to talk about this with you also.*********************************** Owner operator **************************

  Business Response

  Date: 05/31/2024

  Thank you for contacting Holland America Line.
  
  Our records indicate that your concerns were addressed by our agent, *********************, on May 29, 2024 to email address ****************************
  
  Should you have further comments or questions related to this inquiry, please respond to that email or contact us directly at: ***************************************.
  
  Until then,we wish you all the best.
  
  Sincerely,
  Holland America Line
  Guest Relations
  
  

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21733266
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I have not been contacted by anyone I am ****************************** and my dad ******************************* was on that ship also and was not pleased how this trip was so please address me also as the individual that spent money for this garbage cruise. 

  Business Response

  Date: 06/13/2024

  
  
  
  June 13, 2024
  
  ******************************
  *************************************************************************-1290
  Email: ***************************
  
  RE:  Case: 1-10222925916
          Booking: 2C9T5P
  
  Dear ****************:
  
  Thank you for contacting us regarding your sailing on ms ********** We are grateful that you have given us this opportunity to review your concerns.
  
  We regret learning of your dissatisfaction with the Ketchikan Salmon Fishing Shore Excursion on your recent cruise. Our records indicate that while onboard you and ***************** each received a $100.00 USD credit. These credits were then applied to the Ketchikan Salmon Fishing Shore Excursion on May 14,2024. Unfortunately, we are unable to offer an additional refund at this time.  
  
  Were very sorry you were disappointed with the room service you received. Enjoying meals in the stateroom, with the opportunity to relax in ones private space, should be as satisfying and trouble-free as being served in one of our dining venues. We sincerely regret any frustration or inconvenience you experienced related to room service and will do our best to improve this classic shipboard service.
  
  We sincerely regret the stateroom plumbing problems you encountered. It is our goal to provide the best possible experience for our guests and we acknowledge the difficulty that can arise when personal facilities are not in working order. Because our ships sail nearly continuously repair of onboard systems is at times necessary. Shipboard personnel do their utmost to address such issues and endeavor to alleviate any problems as quickly and completely as possible. We are very sorry that in this situation the solution was not timely or satisfactory and apologize again for the inconvenience.
  
  Thank you again for contacting us with your concerns, and please feel free to follow up with any additional comments or questions.
  
  Sincerely,
  *********************
  Special ****************** of the *********************

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21733266
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We left for our flight for our holland america cruise to ****** yesterday may 18th that set sail at 3pm .we drove 2 hrs to get the airport to realize we left our bag with IDs and passports. We emergency called a family member to drive it to us. We called airline to push our flight to a 1pm to get us to ******* at 1:30. We knew we were pushing it close so we called the bus transfer people they said they may still be at the airport to drive us over. We spoke to Holland america emergency numner about 8 times telling them. They said to go to security and they will rush us through the check through process. We got the airport at 1:30 by the time we got our bags and got an Uber and the Uber sped us to the pier which was a half hour away. We got there at 2:40. While in the Uber we called holland American again and again for them all to say you may make it, hope you do.. We step outside she says we can't go on. I stay balling my eyes out, the lady won't even give us eye contact. My husband asked if there is anything we can do, can we meet them at the first port of call. She says no, you want me to call you. Taxi? That's it, that's all she said. Worst customer service I have ever had. After spending our 6k worth of savings to get away from some troubles.. They acted heartless in a way I didn't know still existed in today's world We would have loved to get out on another cruise the next day, anything . Just to be rejected by holland america 20 minutes before the boat even departed from the doc. To be given hope by the 10 holland america people we talked to ok the phone they even called the ship for us and they said good luck we hope you make it, and to be speedy. This is the only and worse review I will ever write about a business.

  Business Response

  Date: 06/13/2024

  
  
  
  June 13, 2024
  
  ************************
  *****************************************************************
  Email: *******************
  
  RE:  Case: 1-10222883562
          Booking: 2MGR8G
  
  Dear ************:
  
  Thank you for contacting us regarding your sailing on ms ******** We sincerely apologize for the delay; however, we would like to take this opportunity to respond further at this time.
  
  We are sorry to learn that you missed the scheduled embarkation for your sailing. As mentioned in a previous correspondence, our ships are held to a strict schedule by each port authority that they dock at. As compensation for the difficulties you experienced, you have asked for reimbursement for of your cruise fare. As I am sure you are aware, the cruise fare you paid covers several facets of your sailing, such as your stateroom,dining, port visits, access to public areas and activities on board the ship,films and stage shows, as well as a host of other shipboard amenities and services. Therefore, while we sincerely regret the difficulties you faced, we are unable to honor your specific request, and are very sorry to disappoint you in this matter.
  
  While we regret that this final response could not be more favorable, as discussed in our previous correspondence we are not in a position to alter our previous offer. Should you continue to contact our office about this matter, you will not receive a response.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********************

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I originally booked Booking #2NGMCD, the deposit was refundable as you can see in the attached booking confirmation I received. The attached booking confirmation says that the booking deposit isn't forfeited until August 11, 2024. Then in the process of the reservations team adding onboard credit that should have been on the original booking to begin with, the deposit suddenly changed to nonrefundable--and no one told me beforehand that adding the onboard credit (again, that should have been there to begin with) would change the deposit into a nonrefundable one. I was trying to be flexible because I would still like to go on a trip, but this is honestly ridiculous. Because of this lack of transparency and arbitrary change without any notice at all, can Holland America honor my original booking conditions and refund the deposit?

  Business Response

  Date: 05/23/2024

  
  
  May 23, 2024
  
  *************************
  *************************************************************************************
  Email: ***********************
  
  RE:  Case: 1-10223165804
          Booking: 2NGMCD
  
  Dear ****************:
  
  Thank you for contacting us regarding your sailing on ms ********** We truly appreciate you taking the time to relay your feedback and would like to offer our sincere apologies for the disappointment you have expressed.
  
  We received your complaint from the Better Business Bureau and would like to address your concerns. We are very sorry that you were disappointed with the reservation process, and we truly regret any resulting difficulty or frustration. We appreciate you taking the time to detail your experiences for us. We show that you originally booked online with the $25.00 Reduced Deposit Promotion which could not be combined with the $50.00 *** Onboard Credit Promotion. We also show that the promotion was changed two days later to a $25.00 non-refundable deposit, the *** onboard credit was added at that time, and a new booking confirmation was sent to you at that time. We do not have a record that you spoke to our *********************** and we apologize if you were unaware of this change. We have attached the updated booking confirmation that was sent to you after the change was made.
  
  To show our concern we would like to provide Future Cruise Credits in the amount of $50.00 total ($25.00 per person) to cover your non-refundable deposit. The value of this credit may be applied as a payment toward a new reservation with Holland America Line and is combinable with any other applicable discount. The new voyage must be booked by and sailed by one year from the date of this letter. You may choose any available stateroom category, but the credit may not be transferred or refunded. It may be used as a deposit, for taxes, fees, and port expenses, or for optional programs or services such as flexible Flight Ease flights (added before final payment), pre- and post-cruise packages, or standard or platinum Cancellation Protection Plan coverage for yourself or other guests on your new booking. It cannot be used for onboard purchases, shore excursions, specialty dining, crew appreciation, restricted Flight Ease flights, or flexible Flight Ease flights made after the bookings final payment date. This credit is attached to your Mariner number and will automatically be credited toward your next new booking. We suggest that you or your travel professional verify this credit at time of booking to confirm that the credit has been applied.
  
  For more information about using Future Cruise Credits,please visit our FAQ. For full Future Cruise Credit Terms & Conditions, please visit our website.
  
  Thank you again for contacting us with your concerns, and please feel free to follow up with any additional comments or questions.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer Answer

  Date: 07/29/2024

  Holland America said they would provide a refund back in May. I followed up 3 times and never got a response back or refund.
  

  
  

  Refund

  Business Response

  Date: 09/10/2024

  Thank you for contacting Holland America Line.
  
  Our records indicate that your concerns were resolved by our staff on July 30, 2024.
  
  Should you have further comments or questions related to this inquiry, please contact us directly at: ***************************************.
  
  Until then,we wish you all the best.
  
  Sincerely,
  Holland America Line
  Guest Relations
  
  

  Customer Answer

  Date: 09/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Holland America email address: ******************************************** Cruise Booking Number: 2L2H3V Passengers Names: *****************************, *************************** Subject: No Notification of cancelled flight resulting in $6886.00 penalty for comparable flights Request: Reimbursement of $6886.00 My husband and I and 4 family members are booked on the Mediterranean Odyssey cruise for September *****, 2024. Our 4 family members booked the cruise at our invitation. We booked the cruise through ****** Travel, but they advised us to book our airline tickets directly through Holland America because they would be going through Holland America to book the tickets for us. We made our flight reservations in February in order to secure good rates. We booked nonstop business class tickets from ***** to *********, and nonstop premium economy tickets from ****** to *** for the return. I am 6 tall and my husband is 63, so the upgraded leg room was mandatory for us. Our total price for the airfare for both of us was $8835.80 (see attachment). We were not notified by Holland America of a flight change (see below). The result of this ended up costing us an additional $6886.00. Due to the fact that we were not notified of the flight change, we are requesting reimbursement or billing adjustment of $6886.00.PLEASE SEE ATTACHMENTS FOR FULL DETAILS. Thank you for your help.

  Business Response

  Date: 05/20/2024

  
  
  May 20, 2024
  
  *********************************
  
  RE:  Case: 1-10222940677
          Booking: 2L2H3V
  
  Dear ******************:
  
  Thank you for contacting us regarding your sailing on ms ********** We truly appreciate your feedback; knowing your personal experience is important to us and we deeply regret the disappointment and frustration you encountered.
  
  We are very sorry that you were disappointed with your recent communication with and service from staff in our ****************** and we truly regret any resulting difficulty or frustration. We appreciate you taking the time to detail your experiences for us. As you may know, changes to flight schedules are common and are controlled by the airline, not Holland America. We are showing that since we could not provide you with your preferred flights for this sailing, they have been removed from your booking. We apologize that the new flights you have booked on your own are at a higher cost, but unfortunately, we are not in a position to offer a refund for the cost difference. Your comments will be provided to the appropriate management for their information and improvement. Corporate staff certainly understands that our guests are the heart of our business, and again,we sincerely apologize that this was not your impression.
  
  Thank you once more for contacting our office. Feedback from our Mariners is vital in our mission to create once-in-a-lifetime experiences, every time, and we hope to share many more voyages with you.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

• Initial Complaint

  Date:05/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased cruise and flight reservations for my family through Holland America. One of the flight reservations had an incorrect middle name. The name on the flight reservation is ******************************. The name that it needs to be corrected to is ***************************. Holland America wanted to charge me over $1,000 to make the change. The flights are through Delta and WestJet, and both have told me that Holland America can call them up to have the name fixed at no charge. I asked Holland America to allow me to speak to a supervisor to assist with a resolution, and they would not, stating that a supervisor would not be able to assist. The cruise booking number is 2L5XWL, The Flight Ease confirmation code/PRN is CUKCEL. The Delta reservation LOC is HIA596. The passenger name is listed as ******************************. The middle name needs to be corrected to *** instead of ******, where the name will be ***************************.

  Business Response

  Date: 05/07/2024

  May 7, 2024
  
  **************************
  Email: *************
  
  RE:  Case: 1-10107680269
          Booking: 2L5XWL
  
  Dear **************:
  
  We truly appreciate you taking the time to relay your feedback and would like to offer our sincere apologies for the disappointment you have detailed.
  
  You have expressed concern about your airline tickets, and we sincerely regret any related displeasure. As previously advised by our *************************** your flights were booked under a particular promotion which does not allow us to make changes to your reservation after it is paid in full. To enact the requested name change, we will need to cancel the reservation and reserve a new one, which will be subject to todays rates and availability. Furthermore, your current reserved flights are subject to cancel fees which are non-refundable. We are sorry that our response could not be more favorable.
  
  For further assistance, please contact our *********************** at **************. We hope this information will be helpful, and we welcome calls from our travelers.
  
  Thank you once more for contacting our office. Feedback from our Mariners is vital in our mission to create once-in-a-lifetime experiences,every time, and we hope to share many more voyages with you.
  
  Sincerely,
  
  *************************
  Special ****************** of the *************

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21670090
  
  I am rejecting this response because:  ********** Airlines and WestJet informed me that Holland America's assertion is not accurate.  **** airlines stated that if Holland America calls the support desk from ***** Airlines and/or WestJet, they can resolve the issue without a fee.  Instead of Holland America asking me to pay a fee to rebook the ticket, I would like them to contact the support desk from the airline(s) and ask them to resolve the issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a cruise with Holland America out of ************ starting on March 1, 2024 We were assigned an inside room number 5018. Every time the ship experienced a rolling motion, there was a loud banging sound, just like a hatch cover was banging shut but never latching only to repeat every 20 seconds or so. This was so loud, sleep was impossible and on numerous occasions, we called guest services. They came to our room at 2am, 4am and mid-morning and always had the same answer, it is the ship "flexing" We had to endure this never ending banging for 20 days, (2 of which were silent as we did not leave port for those two days). For the last 11 days thankfully we were transferred to a different room which was very pleasant. I wrote the president of HA requesting a refund for the 18 days spent in the room from h*** and this amounted to $8,082.22 which is a per diem rate of $449.00 and they replied that they were prepared to give us a future credit (to be used within a year or loose it) of $1,550.00. We were so tired and bagged out that we only ate at evening dinner and actually we both lost weight on this voyage. I have recorded all the correspondence sent to and received from HA and am so disappointed by their myriad of excuses as to why they refuse to refund what I believe is fair. You will note they are refunding zero but simply offering a future cruise credit to be used in one year. It is interesting to note that a senior officer visited our room and informed us how perplexed he was that HA still lets out this room as they are well aware of the incessant banging and that peace and quiet is impossible I hope you can assist in any form Sincerely *****************************

  Business Response

  Date: 05/07/2024

  May 7, 2024
  
  Mr.*****************************
  Email: ************************
  
  RE:  Case: 1-10201472613
          Booking: 2P8C5Q
  

  Dear ******************, 

  We appreciate this opportunity to respond to your concerns. However, to ensure your privacy regarding financial matters, our response has been sent directly to the above email address. Please
  be assured that we have forwarded your comments to our executive leadership team for their information and review, and we thank you once again for sharing your thoughts with us.

  We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best.

  Sincerely,
  *************************
  Special Advisor
  Office of the President

  Customer Answer

  Date: 05/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Holland America Westerdam Booking # 2WHCGX April ***** 14 day ***** Discovery As soon as we entered room 1127 we noticed there was a huge hole under the carpet and notified our room assistant. He called someone who came and took pictures of the carpet which showed nothing because youd have to step on it. We wanted a room change as this was a dangerous situation especially since my husband has a balance problem. However we were informed the ship was full and they were SORRY! After complaining for 3 solid days they finally decided to repair it. So on day 4 we had to stay out of our room for 7 1/2 HOURS (10-5:30) BUT THEY WERE SORRY ?? They knew that floor was defective so why would they sell it???? In the meantime we tripped every single day on that hole which was right in the center of the room. Picture of my twisted and swollen ankle included.The door lock also did not work and they came just about every day trying to fix it.Then the bar on the wall that holds the shower head came off the wall and hit my husband in the head. They had to once again interrupt our day to fix it. When this all began I immediately contacted our travel agent ***************************** at CruCon Cruise Outlet only to be told by ***************************************** she was on vacation and he could do nothing to help. So tell me who's at fault, *** or CruCon?***************************** ************************ ************

  Business Response

  Date: 05/16/2024

  May 16, 2024
  
  ************************************
  Email: ***********************
  
  RE:  Case: 1-10205146755
          Booking: 2WHCGX
  
  Dear **********************:
  
  Thank you for contacting us regarding your sailing on ms ********** We are grateful that you have given us this opportunity to review your concerns and to express our regret for the disappointment you encountered.
  
  We understand you were unhappy with your stateroom,particularly with regard to the hollow spot under the carpet near the cabinet and the door being difficult to open and close, and we apologize for your displeasure. We endeavor to keep every area of the ship in top condition and to provide inviting and relaxing accommodations for our travelers, and while most such concerns can be addressed while sailing there are a few more intensive projects that must be delayed until the ship goes into dry dock or wet dock.Please accept our apology that your cruise experience was diminished by the condition of your stateroom; your comments have been shared with management to ensure that any needed work is performed as soon as possible.
  
  We have received your complaint to the Better Business Bureau. We have reviewed the pictures you attached of our maintenance staff repairing the floor. As the picture and the report support, the hollow spot was near the cabin and was repaired by our maintenance staff. According to our records, the hollow spot was reported on April 13, 2024, and was fixed on April 14, 2024. The report for the door lock was that it was difficult to open and close and was reported on April 13, 2024, and maintenance fixed the issue at that time. We have another report on April 16, 2024, that the door was still difficult to open and close and maintenance repaired the issue on the same day while you were there.
  
  According to our records, our Front Desk, did provide compensation in the total amount of $400.00 for the inconvenience. We find that our staff onboard responded to your concerns in a timely manner and made the repairs in a timely manner. We are unable to provide any further compensation.
  
  Thank you once more for contacting our office. Feedback from our Mariners is vital in our mission to create once-in-a-lifetime experiences,every time, and we hope to share many more voyages with you.
  
  Sincerely,
  
  *************************
  Special ****************** of the *********************

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21658461
  
  I am rejecting this response because:

  It was not a small hole BY THE CABINET! I was a big hole in the center of the room and it was not repaired immediately as you state. It took 3 full days off our cruise complaining at the front desk. Nothing was done until I handed a had written note to an officer while they lined up outside the dining room. So it was not fixed on April 14th as stated. As to the lock, it was a daily interruption trying to get it to work. Yes they offered us $250 or a day at their Spa. We said that was nothing compared to the way they treated us and ruined our vacation. Then it was $400. Because had we been in a safe room I would not have sprained my ankle and I would gave enjoyed *****. Holand America owes me more than $400.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Holland America did not treat our veteran well. Very Disappointed in Holland America. We booked 3 cruises back-to-back. Booking # 2X4H9R, 2X4HDM and 2X4HMW, $6000-$7000 worth of cruises with Holland. Upon arriving in ********* on March 30th, No one offered to help me get my disabled husband in a wheelchair from the ******* to the next ship on our voyage the Koningsdam. It was pouring down raining and extremely cold. I had to push my husband down the street, with our luggage piled on top him, to the pier at which the Koningsdam was docked. Holland had promised, by agent ******, this transshipping, as they called it, would not be a problem. By the time I got myself and pushing my husband in the Zaandam wheelchair to the Koningsdam we were soaking wet, it was very cold, so another cruiser offered to give my husband a towel to put over him he was shaking so much! Security wouldn't let us go directly to the ship, so we had to go down the street which of course wasn't directly to the ship. We told and explained our situation to all the agents at embarkment, around 6 of them, which could see we were wet and very Mad. The only thing they said was well your cruise will be better now that you've made it, and we hope you enjoy the rest our cruise. Still very angry I went up to the Courtesy desk, to explained what had happened and also to let them know that the wheelchair did not fit in our cabin. I asked for a change in cabin to one I could get the wheelchair in. They just said they would look into it and after several days of visiting the courtesy desk, I just gave up and delt as best I Could. He ended up with a very bad cold and miserable. He is immune deficient. I find it very sad that a company the size of Holland America could do this to their senior, military, and so far, Loyal Holland passengers. We are very disappointed with Holland America.

  Business Response

  Date: 05/07/2024

  
  May 1, 2024
  
  *********************************
  RE:  Case: 1-10204296515
          Booking: 2X4HDM
  
  Dear *********************:
  
  We have received the complaint that you made to the Better Business Bureau. According to our records, your three cruises were booked with the help of a travel agency. We are sorry to hear of your dissatisfaction with having to transfer between cruise ships and note that this is information that your travel advisor should have provided. While travel agents are not employees of Holland America, we do empathize with you regarding the difficulties you faced in the handling of your booking and are very sorry about any miscommunication or discontent caused by the lack of information from your travel advisor. Your feedback has been included in our reports to the members of senior management who review the service that travel agencies provide our mutual clients.
  
  We are sorry that you were disappointed with the accessibility of your stateroom on this recent cruise,and that you feel the size and configuration of your accommodations did not meet your expectations. We certainly regret any resulting inconvenience or frustration. As noted in our brochures and on our website, Room measurements are approximate, and some rooms in the same category may vary in size and/or have different furniture placement from that pictured. While we are unfortunately not able to detail the exact size and configuration of every stateroom on board, we have added individualized stateroom schematics for our accessible staterooms to our online deck plans to help guests make a more informed decision about the configuration of a stateroom that best meets their specific needs. We do seek, to the extent feasible, to accommodate the needs of persons with disabilities, and we try to plan for and meet as many specialized needs as possible. In the future, please be advised that booking an accessible room will place you in a room that has a doorway wide enough for the wheelchair. This aspect of the cruise experience is frequently reviewed and evaluated, and we appreciate your feedback; input from our travelers gives us a valuable opportunity to enhance our facilities and service for the benefit of all of our guests. Again,we sincerely apologize for your dissatisfaction.
  
  We are very sorry to learn of the challenges you experienced while setting off on (returning from) this cruise. Providing our guests with a relaxing vacation from start to finish is a top priority at Holland America Line, so we are quite concerned about the difficulties you faced. We certainly regret any resulting inconvenience or frustration. As stated in our brochures and online, We seek, to the extent feasible, to accommodate the needs of persons with disabilities. We endeavor to plan for and meet as many specialized needs as possible. This aspect of the cruise experience is frequently evaluated and revised, and we appreciate input from our guests, as it gives us a valuable opportunity to review our performance and enhance our facilities and service. Your concerns will be forwarded to the appropriate management for their information, and we will incorporate these comments into our planning and processes. Once again, we sincerely apologize for any problems you experienced.
  
  Again, please accept our apologies for your disappointing holiday. We hope that despite the issues you encountered well have an opportunity to welcome you back on board.
  
  Sincerely,
  
  ***************************
  Guest Relations
  Holland America Line
  ****************************************
  
  
  In compliance with our sustainability goals, Holland America has transitioned much of our cruising information to online or digital resources. As such, final statements can be viewed via our Navigator application. Once logged into your account, click the Account tab to access Statements. There you can access any previous onboard accounts by selecting View Statement under each booking number or selecting PDF for download/printing options.
  
  Creating an Online Account
  If you do not have a Holland America account established go to www.hollandamerica.com and click on Register on the top of the home page; please note guests can also register a new account directly from the Navigator application as well.Although a future booking is not necessary you will need to answer whether or not you have a cruise currently booked with Holland America Line. If you do have a future booking, please note your reservation must be at least 24-hours old.
  

  Customer Answer

  Date: 05/08/2024

  Replying to the comment from Holland America.  I did not discuss the transshipping / transferring us from the Zaandam to the Koningsdam with the travel agent.  It was discussed with ****** the Courtesy desk agent on the Zaandam.  She said they would take care of us when were outside the ship at Dis embarkment, that there would be NO problem.  She said that there would be gentlemen in orange service vests, and they would help us with the Wheelchair and make sure that we and our luggage Made it to the Koningsdam.

   

  Customer Answer

  Date: 05/08/2024

  Additional information to add to my response to Holland.  We contacted Holland America weeks in advance to let them know that we would need a wheelchair for my husband *******************************.  We even requested to move our cabin on the Zaandam away from the medical clinic because of the compromised immune system and they had a wheelchair waiting and moved our cabin. Feel free to check the records.  We have no Issues with the service on the Zaandam until we reached ********* and was "as ****** called" Transshipping / transferring to Koningsdam - Thats how we found out what it was called. Transshipping.  ****** told us.  There was NO excuse for the way he was treated on the Koningsdam and the inconvenience that we were enduring trying to get him in and out of the wheelchair at the cabin door and also trying to get wheelchair in the cabin. 

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21650372
  
  I am rejecting this response because:
  Holland America's response had nothing to do with the reason I filed this charge.  After spending $7000 with Holland America, They did not back up their employee information concerning getting their passengers safely from one ship /pier to next pier/ ship.  Nor did show any respect to my husband when we showed up drenched to the bone and me being exhausted from pushing wheelchair blocks.  My husband was sick the entire week because of lack of SAFETY and lack of trans shipping procedures after being promised we'd be taken care of and safe.

  Also concerning cabin configuration:

  Holland America's had weeks to make the change in our cabin configuration.  The proof being Holland America changed our cabin on board the Zaandam to another part of the ship away from the medical clinic because of being immune deficient and being in a wheelchair.

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on a Holland America cruise last year and was charged $296 for TEN DIET COKES/ WATER! I spoke to a Holland America Representative last year and believed the issue was resolved. I received a call this morning with the heading of HEALTHCARE- it was Holland America, not a Healthcare doctor ( I thought it was my Dr). I found this to be very deceptive!Back to the issue- I was told the issue was resolved- and it begs the issue- $30 for a can of Diet Coke. The phone call was recorded this morning and I found the representative was not listening to me. I was very upset and told her I felt threatened and I know my rights ( I was a former government official) and would make a complaint to the **************************** of ******** Affairs.I will pay $4 per soda=$40.

  Business Response

  Date: 05/09/2024

  May 9, 2024
  
  ********************************
  Email: **********************
  
  RE:  Case: 1-10204084506
          Booking: XVHQDC
  
  Dear ****************:
  
  We have received the complaint that you have made to the Better Business Bureau. You stated that you received a phone call that came up as Healthcare and in that phone call you were informed that it was from Holland America claiming that you owed us money. We can assure you that any phone calls to our guests regarding collections would come up as Holland America. If one of our guests leaves a ship with a balance owing, our accounts receivable department will send out a collection letter first informing the guest that they owe us a balance. According to our records, your onboard bill was $264.92 and was paid in full at the end of your cruise. We have attached your onboard bill to this email. We have also reached out to our ****************************** to make sure there is no outstanding balance. We will contact you when we have had a response from them.
  
  Please feel free to contact us if we may be of additional assistance or visit us online. We look forward to welcoming you on board soon!
  
  Sincerely,
  
  ***************************
  Guest Relations
  Holland America Line
  ****************************************
  
  In compliance with our sustainability goals, Holland America has transitioned much of our cruising information to online or digital resources. As such, final statements can be viewed via our Navigator application. Once logged into your account, click the Account tab to access Statements. There you can access any previous onboard accounts by selecting View Statement under each booking number or selecting PDF for download/printing options.
  
  Creating an Online Account
  If you do not have a Holland America account established go to www.hollandamerica.com and click on Register on the top of the home page; please note guests can also register a new account directly from the Navigator application as well. Although a future booking is not necessary you will need to answer whether or not you have a cruise currently booked with Holland America Line. If you do have a future booking, please note your reservation must be at least 24-hours old.