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:04/27/2024

  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.

  Booking number: 2MHD6L I was trying to purchase a beverage package and only finding that it wasn't possible with less than 4 days prior to pre-cruise. This wasn't clearly communicated to me during my booking. This is from the website "Prices are per day at $44.95 if pre-booked online compared to $54.95 if purchased on board. A 18% service charge will be automatically applied to your purchase. Here's my conversation with Holland America support: ****:The deadline in purchasing packages pre-cruise is 4 days prior to sailing. If it is 3 days or less, you have to purchase it onboard already.Me:May I ask why this policy exists?****:That is just the policy for pre-purchasing items on the website, *****.Me:Also, can you please direct me to your website where it indicates pre-cruise means 4 days prior to sailing? I misinterpreted pre-cruise as pre-boarding.****:It's already showing you once you purchase the item that you can only do it 4 days prior to sailing. That is the only message it will show you where you can see it.Me:That's too late. I wanted it to tell me from the time I booked the cruise. That would make more sense as many people would think that pre-cruise means pre-cruise. Pre-cruise like pre-boarding.****:Thanks for the feedback, we'll be sure to forward it to our team so they can improve the website.Me:Due to this misunderstanding, is it possible for me to have the same price for the package if I purchase onboard?****:That won't be possible, *****. Onboard pricing is different from pre-cruise pricing for some beverage packages. You can check with our onboard team, but we can't guarantee it will be provided.Me:One more question, if I need to escalate the situation, is there an email contact that you can provide me?****:We don't have an email, but you can reach out to our Resolution Specialists over the phone as they handle it. Our Reservations team is available by phone at ************.

  Business Response

  Date: 05/02/2024

  
  
  
  April 30, 2024
  
  
  RE:  Case: 1-10202625459
          Booking: 2MHD6L
  
  Dear ************:
  
  Thank you for contacting us regarding your sailing on *****************. Please accept our most sincere apologies for the delay in our correspondence with you.
  
  We have received your Better Business Bureau complaint regarding your attempt to purchase a drink package four days before sailing. Our web sales are closed 72 hours before embarkation; however, in the future, you can call our ************************ to purchase items before your sailing. We do apologize for the misunderstanding and resulting frustrations.
  
  As a gesture of goodwill, we are happy to offer an onboard credit of $50.00.The credit is valid until May 2, 2025, and your cruise does need to depart within this timeframe. The credit is connected to your Mariner number ********** and will automatically apply to your next Holland America reservation; it is non-refundable and may not be used toward a cash advance or casino postings. We kindly ask that this offer be verified at the time of confirmation to ensure the booking is properly noted.
  
  Please feel free to contact us if we may be of additional assistance or visit us online. We hope you enjoy your voyage!
  
  Sincerely,
  
  ***************************
  Guest Relations
  Holland America Line
  

  Customer Answer

  Date: 05/02/2024

   
  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. In addition, the customer service onboard has been amazing thank you for the good gesture  

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

• Initial Complaint

  Date:04/26/2024

  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 was a passenger on a Holland America cruise from 2/17/24 until 3/23/24. My booking number was 2JVCCL. While on board I purchased 5 small vases and also paid for shipment to my home. The total amount was $110. Printed receipt number is A *******. I have not received the items.I have sent Emails to the salesman on the ship and have not received a response. I have spoken to Holland America customer relations five times regarding the issue. I asked to speak to a supervisor but was informed that there were none.I was provided a **** tracking number, **********************, for the shipment and it shows that a label was created on April 8, 2024 but there has not been any further movement of the package. Holland America is unable or unwilling to provide the purchased items almost five weeks after disembarkation. I no longer want the items and request a full refund.

  Business Response

  Date: 04/30/2024

  We have been working with this guest constantly since April 4, 2024. The last contact we had with the guest was April 26, 2024. We will send the guest a letter regarding his items.

  Business Response

  Date: 04/30/2024

  The items that the guest ordered were delivered on April 26, 2024 and was signed for by guest. We consider this matter closed.

• Initial Complaint

  Date:04/22/2024

  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.

  We have booked two cabins, one with Balcony and one with Inside cabin, and paid $972.00 and $350.00 respectively, with Holland America on September 27, 2023 with a casino offer from **** Casino. The cruise is for a 7-Day Holy Land and Egyptian Treasures (now called 7-Day Jewels of Mediterranean) with Oosterdam, which sails on May 14, 2024. Booking#s 2QCJ9J and 2QCJDX. On November 17, 2023, we received an email from Holland America stating that our cruise to the *********/***** had been changed and that it would no longer go to *********, ******** and ***** and the cruise itinerary had been replaced with three other countries. At that time, Holland America did not provide any other options for passengers. We called Holland America again on November 18, 2023 regarding the itinerary change and informed the customer service representative we were not happy with the itinerary change because we have already visited those places in the past. Therefore, we asked the representative if we could cancel our cruise reservation without penalty. The customer service supervisor responded in a very unprofessional and unsympathetic manner and told us Holland America would keep $393 for the Balcony room and $273 for the Inside room if we were to cancel or even book to another cruise. On February 7, 2024, we have called the customer service to cancel our ********************** and received partial refund, but we ended up paying a penalty of $200 for Booking# 2QCJ9J and $273 for Booking# QCJDX. We understand that Holland America doesnt have control over the situation in ******, but we also do not have control of the situation in ******! The passengers should have been given an option to cancel and not be forced to go to places they dont want to visit. Holland America changed the agreement and ports of call and we would not have booked this cruise with the changes they made on the itinerary. We feel that we are being punished for something we have no control of as passengers.

  Business Response

  Date: 04/25/2024

  
  
  
  April 25, 2024
  
  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.
  
  Our records indicate that you and **************** purchased our Platinum Cruise Protection Plan prior to your sailing. When you decided to cancel your sailing, your cancel fees were reduced from $300.00 USD per person to $122.70 USD per person.
  
  In reviewing the booking for Mr. and ********************* our records indicate that they also purchased our Platinum Cruise Protection Plan. When they decided to cancel their sailing, their cancel fees were reduced from $300.00 USD to $136.50 USD per person. As stated on the Holland America Line website,our cancellation plans are non-refundable. Regrettably we are unable to issue a refund for you or the ******** party, we hope you can understand our decision in this matter.
  
  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 *********************

• Initial Complaint

  Date:04/04/2024

  Type:Sales and Advertising 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.

  March 27, 2024 I was sent a special offer by Holland for a free cabin and other free items (through their casino department) for a trip through ******. I was called by their agent whom I then emailed. He promised me, among other things, a free upgrade to a suite. The problem was all of the trips I wanted were either sold out, or not part of the offer. I finally, without his help, found a cruise which was available and gave it to him to book. However, he first told me it was sold out except for an inside cabin, and when I told him I was on their website and could book it with the upgraded suite, he said that wasn't available unless I wanted to pay for it. I can only believe this is a bait and switch scheme. Unless resolved for what they promised, I'm done with Holland.

  Business Response

  Date: 04/05/2024

  April 5, 2024
  
  RE:  Case: 1-10170230099
          Booking: 1-4O73BRK
  
  
  Dear ****************:
  
  We are grateful that you have given us this opportunity to review your concerns and to express our regret for the disappointment you encountered.
  
  Youve expressed concern regarding promotional amenities that were offered for this sailing and we are sorry for any discontent. We offer different promotions at various times in order to boost sales. Some amenities are only valid on certain sailing dates and itineraries, or for booking a particular type of stateroom. Others may be offered by a travel agent or group leader outside of Holland America Line to encourage travelers to book with them. Additionally, most promotions include restrictions and may not be combinable with other promotions or pricing structures. Our shipboard staff is notified of any amenities associated with individual bookings and these should be provided to the guest once on board. However, we cannot make every promotional offer available to every booking.
  
  Having said this, respectfully, our Guest Relations team is unable to review pre-cruise concerns, as such matters are processed through Reservations and other pre-cruise departments. As a suggestion, we recommend contacting your Personal Cruise Consultant directly to review current promotions and pricing, and your advisor can further review with our Reservations team if needed. While we cannot guarantee a policy exception to your promotion, our pre-cruise teams can offer additional review and information, and will be happy to offer further assistance. We appreciate your understanding.
  
  For pricing, availability and sales assistance, as well as general inquiries relating to product, destinations we recommend contacting our *********************** at ************.
  
  Again, please accept our apologies for your disappointment.We hope that despite the issues you encountered well have an opportunity to welcome you back on board.
  
  Sincerely,
  
  *******************
  Special ****************** of the *********************

• Initial Complaint

  Date:03/29/2024

  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 have purchased a cruise trip to ****** last year and now I find myself in need of help regarding that purchase.Before writing this message, I have already try a negotiation ma**** contact to yourl call center department yesterday. However, during the conversation, the attendant was reluctant to help and bounded to an unjust 50% refund only. This action shows my good will to resolve the situation before having to appeal to any complaints or even legal processes.There are lots of points that make my case unique and not restricted by this 50% refound policy. They are: a change in itinerary by ***, lack of information about ****** having different ****s (but just one that can be applied to a cruise ship) and the uncontrollable nature of a **** process.Before proceeding I must say that I just want to solve this situation without having to abdicate my dream trip. I urge that *** keeps a good relationship with its customers, in the same matter that all companies that have its business related to tourism work, trying to have empathy and trying to understand its customers' needs, dreams and wishes. This is supposed to be the main rule for your **** of business.As a customer, I am writing to express my concern and formally request that Holland America reconsider its current position regarding my cruise boo****, with reference number 2NWJ8T. I request that Holland America apply 100% of my full payment as a credit towards a future cruise, rather than adhering to the 50% refund policy stated in the website. This request is made in light of a series of facts and legal principles that support my situation.First, I must highlight the unilateral alteration of the cruise itinerary post-purchase (that happened sometime after my full payment) which was done without my consent. This action can be perceived as a breach of original contract. It's a well-established principle in contract law that any material modification of contractual terms requires the agreement of both parties;m. The change in itinerary significantly alters the trip experience and the the foundation of our agreement and, as such, compromises the contract's validity. Furthermore, the clause allowing only a 50% refund in the event of cancellation appears unconscionably restrictive, especially given the unprecedented and uncontrollable circumstances that have led to my request. The doctrine of unconscionability aims to prevent the enforcement of unjust terms that are overwhelmingly one-sided. Given the exceptional nature of the current situation, this clause seems particularly inequitable and potentially unenforceable.The principle of frustration of purpose is also relevant here. My inability to secure a ******** **** in timedue to delays beyond my control and unforeseeable at the contract's inceptioneffectively nullifies the purpose of the contract. This legal doctrine acknowledges that contracts may be set aside when unforeseen events fundamentally alter the contract's nature, ma**** its execution impracticable or meaningless.Lastly, the implied covenant of good faith and fair dealing, inherent in all contractual agreements, obligates parties to act fairly and reasonably, ensuring neither party is denied the benefits of the contract. The strict enforcement of the 50% refund policy, under these extraordinary circumstances, seems to disregard this covenant. Providing a full credit for the amount paid towards a future cruise aligns with the spirit of fairness and preserves the contractual balance.Given these considerations, I demand that Holland America issue a full credit of my original payment for use on a future cruise. This approach not only aligns with legal fairness and equity but also maintains the goodwill and trust between Holland America and its customers.I urge Holland America to act in accordance with these legal principles and in the interest of maintaining a positive relationship with its clientele.I am searching other cruise trips offered by *** they still have availability, to use my credit in this case. Without having to change my travel, my plans and my dream.I have faith that this request will be taken into consideration and *** will find a solution for me. I expect a prompt and affirmative response to my request, but if I couldn't find empathy to my situation, I must say that I am prepared to pursue further legal action, with no satisfaction and full of disappointment, if necessary.Sincerely,*******************************

  Business Response

  Date: 04/05/2024

  
  
  
  April 5, 2024
  
  RE:  Case: 1-10160796449
          Booking: 2NWJ8T
  
  
  Dear ******************** *******:
  
  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 the displeasure our guests feel when a planned itinerary is revised, and we sincerely apologize for your disappointment. As you may know, itinerary changes are not uncommon within the cruise industry and may be necessitated either in advance or while in transit. However, such changes are only undertaken after comprehensive review and evaluation. As stated in our brochures and online, an itinerary may change on any given sailing for a number of valid reasons, and though we make every effort to maintain an original itinerary, unfortunately, it is not always possible. We deeply regret the necessity of this change and we are very sorry for the resulting dissatisfaction.
  
  We are pleased to see that a Resolution Specialist was able to get your credits transferred over to your new booking number. We thank you for your patience while this was being processed.
  
  We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best.
  
  Sincerely,
  
  *******************
  Special ****************** of the *********************

• Initial Complaint

  Date:03/22/2024

  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 went on a 29 day cruise and while on board I found a cruise and booked with one of your onboard agents booking #2QDK9Q. When I returned home I saw a cruise that I liked better and I booked it on line booking #2X2GXW . I then saw that the price had dropped significantly so I called someone in your booking department and she assured me that she would get it fixed. She did not as i looked at the price was still over $8000. So I called and got someone in Maylasia who didn't know what they were doing and offered no help. I then asked if I could speak with someone in the U.S and after a very long hold I got who was combative and screwed things up even more. So now let me be VERY CLEAR what I need from you. I paid $600 for the first booking. $249.00 for the 2nd and $299 for the last one for a total of $1148.00. I need that money credited to the last booking which was just over $5000. I don't know why booking a cruise with Holland America is so difficult. Please let me know when all of this is fixed.

  Business Response

  Date: 03/26/2024

  
  March 26, 2024
  
  ************************
  **********************************************************************
  Email: ******************
  
  RE:  Case: 1-10155057313
          
  
  Dear **************:
  
  Thank you for contacting us regarding your issues with booking your upcoming cruise. 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 are very sorry that our reservations procedures did not meet your expectations and sincerely regret any frustration this situation caused. Our reservations agents are provided with up-to-date information and procedures regarding the complex aspects of our vast cruise offerings. In addition, our primary goal is to offer courteous, respectful, and efficient service at all times. Your comments will be provided to the appropriate management for their information and review. Guests are the heart of our business, and we sincerely apologize that your experience was not satisfactory.
  
  Regarding your request, we are showing that the original booking  was paid with Future Cruise Deposits (***) purchased for you and ****************** for $300.00 per person. Your *** has been applied to your new booking, but ****************** is not showing as a passenger on the new booking so his *** is still available to be applied if he is added to the booking. The owner of the *** can also ask for it to be canceled which will refund it to the original mode of purchase. The $249.00 has been refunded to your credit card and the $299.00 has been applied to your new booking. Unfortunately, our department is not able to take payment for your booking, but we have reached out to our *********************** to ask that they contact you to make further payment. They can also be reached at **************.
  
  Again, please accept our apologies for your disappointing experience.We hope that despite the issues you encountered well have an opportunity to welcome you on board. Until then, we wish you all the best
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer Answer

  Date: 03/26/2024

  Please give me ALL the information that I need for my Husband *********************** to write you and tell you to refund my credit card that the future cruise deposit was made on for him. I am disappointed that the information I was told on the cruise when I booked that cruise was incorrect. I can assure you I will NEVER book a cruise while I am on one. I thought it would be easy to just apply that money to the solo cruise that I am going on but Holland America doesnt like to make things easy for the customer. Again please give me the booking # and what my husband has to tell you to fix this problem ? Im just curious if straight married couples have to jump through these hoops should a spouse not be able to join them on a ship? 

  Business Response

  Date: 05/01/2024

  May 1, 2024
  
  *************************
  ********************************************************************
  Email: ****************** 
  
  RE:  Case: 1-10155057313
          Booking: 2QDK9Q 
  
  Dear **************:
  
  We have received your recent statement from the Better Business Bureau. Our Guest ******************** is sent any Better Business Bureau complaints. However, our Guest ******************** handles all post-cruise concerns and does not have the tools or software to assist you with your requests.
   
  According to our records, ******************* FCD was canceled and refunded due to your direction. The full amount that was paid was refunded on March 25, 2024, back to the card ending in 1776, 
  
  We see that your inquiry is a pre-cruise concern, and we request that if you have any further issues with your reservations you should contact our ************************ and if they are unable to assist you please request to speak with a Resolution Specialist. You may reach them Mondays through Fridays from 5:00 AM to 7:00 PM and weekends from 6:00 AM to 5:00 PM through the following means:
   
  Phone: ************
  Email: *******************************************
  
  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.

• Initial Complaint

  Date:03/20/2024

  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.

  My husbsand,******************* ,and I recently sailed wit Holland America on a 31 night cruise beginning November 15th ***** on the Oosterdam ship, On our 1st day there we requested that all crew appreciations charges would be reimbursed to our account. For the ist part of the cruise they were refunded. We went to guest services at the very beginning of the 2nd part of the cruise and requested a refund at the end of the cruise for the 2nd cruise crew appreciation charges and again signed paperwork for that as well and that we would tip employees ourselves. They assured us the money would be refunded on the day after we left the ship and the charges would be reimbursed to our credit card. After 2 months of repeated calls and communications,they are stonewalling us and continue to put us off with vague assurances of the refund even though they refunded the 1st part of the 31 day cruise, They knew we would still be aboard and would check our onboard account to hold them accountable. They took this money away from us against our protest and now they will not return it even when their records show I signed waivers twice for the 2nd cruise. They also have the evidence that the 1st cruise part was refunded and that the same request for the 2nd cruise not only would but did actually happen. I feel this happened after they knew we were gone for good. I would appreciate any advice from BBB for a class action lawsuit for others who have likewise gone reimbursed after they left the ship and could no longer present themselves in person to prevent this from happening to them.

  Business Response

  Date: 03/21/2024

  
  
  
  March 21, 2024
  
  RE:  Case: 1-10037948120
          Booking: XT2RHK
  
  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 are sorry for any discontent related to our Crew Incentive policy. While we sailed for many years under a Tipping Not Requiredguideline, we realized that the vast majority of our guests wished to recognize the exceptional service provided by our crew. Our shipboard employees work very hard to make sure that every aspect of a cruise meets our standards, from those who serve guests directly, such as dining room wait staff and stateroom stewards, to support staff whom guests may never meet, such as ****** and laundry staff. To allow these efforts to be easily recognized and rewarded by our guests, a daily Crew Incentive is automatically added to each persons onboard account. If our service exceeds or fails to meet expectations, the amount can be adjusted at the end of the cruise. A 18% bar service charge is added to all beverage purchases. This policy is common throughout the cruise industry and is clearly detailed in our brochures and on our website under Shipboard Life; nonetheless, we regret any displeasure with this facet of the cruise experience.
  
  We appreciate your patience regarding your request for reimbursement. We do sincerely apologize for the delay in response and resolution. We do show that your request for refund was approved by Guest Relations and forwarded to our ******************* All refunds will be processed in due course, but delays should be anticipated. Please allow sufficient time for us to manage this process and know we are doing everything in our power to expedite where possible.
  
  We sincerely regret any inconveniences and greatly appreciate the patience of our guests. 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 *********

• Initial Complaint

  Date:03/13/2024

  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 received an email from **************** a $25 deposit and free upgrade to a balcony. I checked cruises. The site kept jumping and could never again find the cruise we were considering. Then, it never offered us options for anything but cruise only None of a $25 deposit or free upgrades were offered. They are lying to the public. Thus us false advertising and they need to held accountable.

  Business Response

  Date: 03/26/2024

  
  
  March 26, 2024
  
  *********************************
  Email: ******************
  
  RE:  Case: 1-10155056960
  
  Dear **********************:
  
  Thank you for contacting us regarding your experience with our website. We are grateful that you have given us this opportunity to review your concerns and to express our regret for the disappointment you encountered.
  
  Youve expressed concern regarding promotional fares that were offered to you and were sorry for any discontent. We offer different promotions at various times in order to boost sales. Some amenities are only valid on certain sailing dates and itineraries, or for booking a particular type of stateroom. Others may be offered by a travel agent or group leader outside of Holland America Line to encourage travelers to book with them.Additionally, most promotions include restrictions and may not be combinable with other promotions or pricing structures. Our reservations agents are trained and qualified to assist guests in making cruise, air, and land reservations through Holland America Line. These agents are provided with up-to-date information regarding the current promotions offered on our sailings.If you have any questions regarding our promotions or specific information about sailings, 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: 03/26/2024

   
  Complaint: 21429697
  
  I am rejecting this response because: they lie to the public and get away with it by saying the special rates only apply to special people. Yet they dont tell the public which people qualify and which dont because its calked discrimination. They advocate false advertising and fraud. The BBB never does anything but count incoming and outgoing response. Youre nothing but a clearinghouse. You all are liars and frauds. 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/01/2024

  Type:Sales and Advertising 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.

  After giving me a quote for three people for a "have it all" price the documentation we received by email did not include the promotional items for the third person. When I called Holland American they admitted their mistake but would not honor the price we were quoted on the phone and we agreed to for three people to have the "have it all" price. We would like Holland American to honor the verbal agreement to which we agreed to.

  Business Response

  Date: 03/05/2024

  March 5, 2024
  
  Mr.*********************
  Email: ******************
  
  RE:  Case: 1-10124299426
          Booking: 2M3T4X
  
  Dear ************:
  
  Thank you for contacting us regarding your sailing on ms ***** Amsterdam. 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.
  
  We are very sorry that our reservations procedures did not meet your expectations and sincerely regret any frustration this situation caused. Our Guest Relations team is unable to review pre-cruise concerns, as such matters are processed through Reservations and other pre-cruise departments. We have forwarded your complaint to our Reservations Resolution Specialist team and while we cannot guarantee a policy exception to your promotion, our pre-cruise team will review the information, and reach out to you directly. We appreciate your understanding.
  
  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 *********************

• Initial Complaint

  Date:02/23/2024

  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.

  Cruise line not honoring/applying $687.50 bonus Future Cruise Credit to booking #2CGCWG Main issues:-Should have had $1400 FCC total to apply to our new booking, only $585.56 honored -Won't honor their emails re: using FCC by 12/31/23 (attached), same info relayed to us by *** rep on 12/29/23 -How/why was $126.94 of our FCC used without our knowledge/consent -6 hours spent trying to resolve by phone Booked a 2020 cruise #CM8DGJ cancelled due to pandemic, we were issued FCC:******************************* bonus credit $175 id# ******** refundable credit $175 id# ******** (as of 12/2023 only $148.06 avail)*** bonus cred $175 id# ******** (as of 12/2023 only $162.50 avail)refundable cred $175 id# ******** (as of 12/2023 only $87.50 avail)****** bonus cred $175 id# ******** refundable cred $175 id# ******** **** bonus cred $175 id# ******** refundable cred $175 id# ***********/26/23 (92 min/rep PJ) Call to verify $1400 FCC, told FCC must be applied to sailing before 12/31/2023 contradicting emails stating "BOOKED by 12/31/2023". Said he'd request extension to apply FCC to 2024 trip, then said we had only $1,273.36.$126.50 was taken from our accounts. We cruised Apr 2022 (Booking# ***************** Fare was paid in full! Without authorization my husbands bonus FCC was debited $12.50, his cancelled voyage FCC $87.50, my cancelled voyage FCC $26.94. We were never notified of transactions, didn't authorize them.12/29/23 (23 min/******) She stated as long as we "BOOKED by 12/31/23 & SAILED by 12/31/24" we could use all FCC credit. I reconfirmed this with her.12/30/2023 (200min/***) Couldn't help apply bonus FCC to newly booked cruise #2CGCWG, said no managers present.1/5/24 (73 min call) supervisor ***, would escalate issue for review after stating "since ****** told you 12/29 that FCC only needed to be applied to a booking by 12/31/23, sail by 12/31/24 she would have management review that call".1/13/24 (51 min) Told to email resolutions **** at invalid email account

  Business Response

  Date: 03/15/2024

   

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