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:02/22/2024

  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.

  I purchased a ring onboard 1 of their ships in December only to find out that is was defective (3 of the 5 stones fell out) right after disembarking the ship and ready to board the flight home. I took a photo of the defective ring and contacted them immediately. I have called and emailed them many, many times and even have a case number (1-10017853694) and they have been giving me the runaround for 3 months now!

  Business Response

  Date: 02/22/2024

  
  
  February 22, 2024
  
  Dear *********************:
  
  Thank you for contacting us regarding your sailing on *****************. We truly appreciate your feedback; knowing your personal experience is important to us and we deeply regret the disappointment and frustration you encountered.
  
  Were sorry to learn of your disappointment with a ring you purchased from one of our shops onboard. We have forwarded your concerns to Starboard Cruise Services, the company that handles the merchandise sold aboard your sailing. Were sorry to learn that they have not responded to your complaint.
  
  We would like to extend a refund to you in the amount of $83.40 total for the ring purchase. This refund will be posted to the card used onboard. Please be advised that your request has been forwarded to the appropriate department to be processed and we are doing everything in our power to expedite where possible. We sincerely regret any inconvenience and greatly appreciate your understanding.
  
  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: 02/29/2024

   
  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:02/19/2024

  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 booked for our family of 7 and had 3 rooms. The room I shared with my husband was the problematic room. Our AC did not work from 12/27 to the evening of 12/31. We reported it not working the morning of the 28th. When we came back to the room after being out for the day it was still very warm in the room so we reported it again that evening, still did not work when we went to bed. We then talked to stateroom attendants the morning of the 29th and they then reported it to their boss over the walkie talkies when we were standing there. Later in the day my husband went to check on the status and they could not give an update and it was still not fixed. 12/30 still not fixed and slept in another room which was by the engine and very loud (worse than our room); my husband checked in multiple times that day as well 12/31 during the day at some point it finally got fixed. After this inconvenience ****** offered us 150 cash each for our troubles, please note our one room was 3018 dollars but we had 3 rooms which totaled close to ******. I said we think 500 each would be fair and he told me I would have to email guest relations as they deal with higher amounts. I have now emailed them and all called them several times with ZERO replies from email and when I talk to agents they now offer me less than ****** offered me. They are offering 300 CREDIT for our next trip. I said this is worse than what was offered on the ship as I have to buy something now. I am not interested in purchasing another cruise at this time especially after this experience. I feel like this company could care less about their customer. I cannot fit my whole initial email into this box as it is too long but have attached the several emails I have sent and all the full details of my experience.

  Business Response

  Date: 02/20/2024

  
  
  February 20, 2024
  
  *********************************
  *********************************************************************-7717
  Email: *********************
  
  RE:  Case: 1-10015950445
          Booking: 2NXK4C
  
  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 truly regret that our previous correspondence has not met with your approval, as it was certainly not our intent to cause further frustration.Please accept our apologies once again that your stateroom air conditioner was not working properly and that the resolution on board did not meet your expectations. Your comments regarding the disappointments of this cruise have been taken very seriously and the prior compensation offer was made in good faith.
  
  It is always of concern when a guest has a less-than-satisfactory experience, and we will endeavor to incorporate your feedback into our planning and procedures. Although you have requested instead to be compensated monetarily, Holland America Line, per policy, only offers compensation for guests who experience a vacation that was less than perfect in the form of a credit or amenity on a future sailing with us. This is offered so that you may come back and experience the level of service and excellence that our guests have come to expect and deserve. Therefore, we are sorry to disappoint you further; however, we must respectfully deny your request for a partial refund of your cruise fare.
  
  Of course, the patronage of our guests is of great value to us; however, we understand that our offerings may not suit every persons expectations. We are sorry to learn that our attempt to help remedy this situation has not met your expectations and deeply regret any negative impressions that have been left. While we hope you will take advantage of our generous compensation offer of $600.00 in Future Cruise Credits and give us another opportunity in the future, we certainly hope that no matter the cruise line you choose to sail, we hope you experience safe and enjoyable ****************.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer Answer

  Date: 03/01/2024

  Thank you for your help!  I am contacting you regarding this resolution as this is just not true.  They offered monetary value on the ship of 150 each and they said if we were not happy with this we should contact guest services.  They obviously do not care about my experience or my time as I have called several times and I have emailed with no response.  
  They want to make it up to us with a credit but why when a company has a one rating on BBB and has not given me attention in matter at all. 
  I have never had to complain to a BBB about a company ever so me doing this is a huge step for me.  I do not know how you can help me any further or really what to do it is truly disappointing
  

  
  

  Business Response

  Date: 03/13/2024

  Attn: ************; We are sending the complaint responses to the guest and also BBB after discovering the guests email contained a typo.  We have responded to the guests every inquiry and apologize this wasn't discovered sooner. Please redact any sensitive information of the guests prior to posting and we appreciate your assistance. 
  
  March 13, 2024
  
  *********************************
  *********************************************************************-7717
  Email: **********************
  CC: ***************************************
  
  RE:  Case: 1-10015950445
          Booking: 2NXK4C
  
  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.
  
  After reviewing your booking, onboard records, onboard folio, and case, we see you were initially offered $150.00 onboard compensation. This is offered as a credit on your onboard account  and not as a cash refund. If you reject the ships offer, they will advise you to contact guest relations. We have sent four responses previously to your inquiries and will attach them to this correspondence.  We discovered the email address on your Mariner number and the email registered to the booking was listed as yahoo.cm, not yahoo.com and have corrected this information accordingly.
  
  We are saddened to hear of your discomfort while onboard due to your air conditioning not working as efficiently for the last four days of your cruise despite maintenances efforts. ***** Services sent maintenance multiple times and tried to reach you to offer an alternative stateroom for a more comfortable sleeping environment while the repair was underway.  Its always concerning when a guest is unsatisfied, and we regret if our earlier response caused further ill will;that certainly wasnt our intention. We appreciate the time our guests take to share their experiences with us, and we do try to resolve guest concerns in a thoughtful, considerate manner. We increased the $150.00 onboard credit ( $300 total) offered by the ship to a $300.00 ( total $600.00) Future Cruise Credit with a 1-year expiration date. While we realize this isnt what you are hoping to hear, we are unable to refund your cruise fare. While you have stated you will not travel with us in the future, your credit will remain attached to your respective Mariner numbers until their expiration in the event you change your mind.
  
  Thank you again for contacting us with your concerns, and 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,
  
  *********************
  Special ****************** of the *********

• Initial Complaint

  Date:02/19/2024

  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.

  Mariner number ********** I sailed on my first holland America cruise and received a casino offer for a Neptune suites, beverage package and $2500 free play. Due to my work schedule, I can only sail in January or February. I have a third party host who does my bookings. The offer expired January 4th of 2025. The cruise I wanted to take left January 25th, 2025. My host sent numerous emails and calls a took weeks to get an answer. They told her they couldnt but I could call in and see. I called in to see about booking this one and was told I had to submit a request through a carnival casino website as they oversee all of the casino. My host and myself submitted numerous email request and never heard back. After not hearing back, we decided to book a cruise the left December 28th of this year. My host said holland wont honor it anymore during that time! We then tried a cruise that left January 4th of 2025 and same thing!The only reason weve had so many issues is because we couldnt get responses from anyone then told to send emails and no one has responded to those emails!!

  Business Response

  Date: 02/20/2024

  
  
  February 20, 2024
  
  Mr.***********************
  ************************************************************************
  Email: *******************
  
  RE:  Case: 1-10104727466
          Booking: 2DGRHR
  
  Dear **************:
  
  Thank you for contacting us regarding your sailing on ms ***** Statendam. 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 after your last sailing and were sorry for any discontent. The specific promo you mentioned is offered by Carnival ***************************** which operates the casinos aboard our ships. They have set certain terms and conditions for promotions and they determine who is eligible. While we are unable to extend this promotion to you, we are happy to assist in requesting consideration for future sailings. We have sent an email to the ********************* of the *********************** to let them know you and your travel agent have been having issues receiving a response. They should be reaching out to you or your travel agent shortly.
  
  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:02/16/2024

  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.

  My mariner number is *********. My wife and I booked a cruise (booking # 2L3H6H on 7/29/2023 with ************************* *********************) and paid $29,498.00 via 2 credit card charges on 7/26/23 and 11/17/23. ************* paid Holland America ***** $29,498.00. *** committed to Voyage No/Name U410F / 37-Day Grand Voyage to embark on Wednesday, February 28, 2024 in ********, ***** and disembark in *****, *** on Friday, April 5, 2024. On Tuesday, January 30, 2024, I received an itinerary change from *** due to uncertainties in the Red Sea and surrounding region. *** stated our itinerary will now end in ********* ***** ********** rather than *****, *** on Friday, April 5, 2024. I contacted Ru ***** @ vacationstogo. ** contacted ***'s customer service representative to have a ***** phone conversation to discuss a possible alternate ********* disembarkation on Saturday, March 24, 2024 for my wife and I. ***'s customer service representative said, he will submit the request for an alternate disembark point. On Friday, February 2, 2024, I received a letter from ***********************, ***, stating, we are pleased to advise that your request has been approved. However, unfortunately, we are unable to adjust the cruise fare or make a change to your invoice to manually reflect the shorter cruise segment of 11 nights. Our initial cruise was for 37 nights for a total of $29,498 ($29,498 / 37 = $797.24 per night. Now, our 26-night cruise is costing $29,498! Per attachment, Itinerary Change, *** provides guests that prefer not to sail a non-refundable Future Cruise Credit (FCC) equal to the full amount of any cancellation fee incurred. *** approved our request to disembark early, but will not provide us with an FCC. The resolution I am requesting is a cash reimbursement for 11 nights @ $797.24 per night for a total of $8,769.67 (preferred option) and or a future cruise credit of $8,769.67. Please assist in retaining a cash reimbursement and or an FCC in the amount of $8,769.67.

  Business Response

  Date: 02/21/2024

  
  
  February 21, 2024
  
  Mr. *************************
  630 **********
  Gulf Shores, ** 36542-2774
  Email: **********************
  
  RE:  Case: 1-10104727254
          Booking: 2L3H6H
  
  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 understand that you have decided to disembark early from your upcoming cruise. While we are sympathetic to your situation, we do note that various travel protection policies are available to cover travelers in such situations. Many of our guests purchase such coverage every time they sail and we are unable to offer a cruise fare refund to those who did not select our cruise protection.
  
  However, as a courtesy, we have been approved to apply Future Cruise Credits for your missed days, we just ask that this request be initiated once you are onboard and the missed days are verified with the ship. Please contact the ***** Services onboard in reference to this case or contact us back once you have disembarked your sailing on March 24th.
  
  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:02/16/2024

  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.

  On January 8, **** I went on a 24 day cruise to Antartica through Holland America. We had brought another couple, and as such purchased the 4 device internet package for $500. While on board, we filled out the mandatory form to remove crew appreciation, as we always tip cash as we go.Two weeks into our cruise, our daughter (18) had a stroke and we were forced to leave the cruise and immediately fly home from *********.The ship made us pay $400 for leaving early. However, they did not reverse the crew appreciation, as requested, and charged my account over $600. Additionally, the pre-paid internet was canceled- even though we had paid for it in full prior to embarkation. This left our travel companions , who completed the cruise, without internet. Finally, we were not refunded the port fees and taxes for the destinations we did not go to.My mariner number is ********* Husband ********************************** ********* we are both 3 star, and have another 6 cruises scheduled over the coming year.Finally, I was contacted by HAL ****** support team to assist us in our travel home, but they did nothing. The Neptune lounge concierge ******* was the one who canceled the internet, against everyone's wishes. He refused to let my traveling companions back into my room ( even though their name was on the reservation), I would like the refund of the crew appreciation for myself and my husband, a refund of the internet package that was not able to be used, and a credit for the port fees and taxes- as I was charged additional to leave the boat.I filed a complaint with ***, but as of yet have had no response.Thank you

  Business Response

  Date: 02/19/2024

  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 are very sorry to hear that you and your husband needed to disembark the ship early due to a family member's medical emergency. We understand that you are inquiring about a refund for your Crew Appreciation charged for the entire voyage, the internet plan, and the port taxes and fees for the missed ports.
  
  Regarding the Crew Appreciation, we have reached out to the ship and they have confirmed that a card was filed for you and your husband. We have issued a refund of $630.00 for these charges.
  
  We have reached out to our Taxes, Fees, and *********************** to inquire if a refund is due to guests who personally disembark and how much that charge would be. Unfortunately, the internet plan was purchased under your name, and while it can be technically shared between devices while you are onboard, once you disembark it would no longer work.
  
  In an effort to show our concern and expedite a resolution,we would like to offer you and your husband Future Cruise Credits** in the amount of $400.00 total ($200.00 per person). 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.
  
  Again, please accept our apologies for your disappointing holiday. Please let us know if you have any further questions or concerns.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer Answer

  Date: 02/19/2024

   
  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:02/14/2024

  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 cancelled my transportation to airport on Feb 1. Was told I would get an email, never happened. Emailed and called the agent assigned; she replied only to tell me to contact customer relations which I did on Feb 9. They told I would have an answer that night or Monday. Neither happened. Called again last night; they kept me on hold til they closed (40 min) and then disconnected me!! Just got off the phone AGAIN with them. Asked to speak to a supervisor (never one available) then they told me they never put the case through to the proper people and they would send an email immediately. It's been two weeks now and I can't get a response. I'm not sure what it cost; I think $11 or $15.

  Business Response

  Date: 02/16/2024

  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 strive to ensure that our guests transition seamlessly when traveling to and from the ship, airport, or hotel while utilizing our transfer service and we sincerely regret that you encountered difficulties with getting a refund for your canceled transfer. The comments you have conveyed regarding your experience will enable us to make improvements, and we have forwarded your details to our Shore Operations Department for their information and review.Again, we apologize that this problem developed.
  
  We have processed a refund of $19.00 for your transfer to the credit card used on this booking. Please be advised that your request has been forwarded to the appropriate department to be processed and we are doing everything in our power to expedite where possible. We sincerely regret any inconvenience and greatly appreciate your understanding.
  
  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,
  
  *********************
  Special ****************** of the *****************

  Customer Answer

  Date: 02/16/2024

   
  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:02/07/2024

  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.

  Need to have social security number corrected on five W-2G forms received from *********************

  Business Response

  Date: 02/08/2024

  The complaint is regarding our sister brand Holland-America, we each operate under the umbrella of ******************** each of the brands a part of the World's Leading Cruise Line

  ***************************************************************************************************;
  
  Therefore, as the ********* of Carnival Cruise Line our reservation system operates independently from each of the brands and we do not have access to address the comments and concerns of the consumer. 
  
  Please forward this request to the proper office for handling.
  

  
  

  Business Response

  Date: 02/20/2024

  
  
  
  February 20, 2024
  
  *********************************
  32917 ***********
  *****,** 19958-3726
  Email: ***********************
  
  RE:  Case: 1-9740984164
          Booking: XV4TMD
  
  Dear *******************:
  
  Thank you for contacting us regarding your sailing on ms ***** Amsterdam. We are grateful that you have given us this opportunity to review your concerns.
  
  We are in receipt of your inquiry regarding winnings from the casino aboard your recent cruise. The casinos on our ships are operated by ********************* please visit their website to follow up on your inquiry:  www.oceanplayersclub.com.
  
  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: 02/21/2024

  Please see attached

  Business Response

  Date: 02/27/2024

  
  
  
  February 27, 2024
  
  *********************************
  Email: ***********************
  
  RE:  Case: 1-9740984164
          Booking: XV4TMD
  
  Dear *******************:
  
  Thank you for contacting us regarding your sailing on ms ***** Amsterdam. We truly appreciate your feedback; knowing your personal experience is important to us and we deeply regret the disappointment and frustration you encountered.
  
  We have received your complaint and have forwarded the information regarding needing correct W-2Gs to our internal contact in the *************** of ********************* Someone should be contacting you directly. Please allow time for them to process and review the information sent.
  
  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: 02/29/2024

   
  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. I was contacted as advised, and I am hopeful that I receive the corrected W-2G statements. Thank you for all of your help!!!!!!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/31/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 travel agent booked flights on Iceland Air (****** to *******) Locator 35TWP3 flight 634 and Delta (********* to ******) Locator GUG826, Flight ****. When I got the confirmation, I noted the name on the reservation did not match the name on my passport which is required by TSA. My travel agent contacted Holland America who stated in no uncertain terms that no changes are allowed. I'm not asking for a change to the reservation or a transfer of the reservation to someone else. All I need is my middle initial and suffix added. They said the only solution is to cancel the reservation with a full fare penalty (over $1000) and rebook the flights under the full name. This seems unreasonable and usurious.

• Initial Complaint

  Date:01/29/2024

  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 setup a cruise with Holland American Cruise line. A few weeks before the cruise, my wife (*****) was bitten by a Arizona Brown ****** that caused a bad reaction. The doctor said that she may lose her toe. So I asked if we could move the date. Since we did not get their insurance, they were hesitant to move the date for us or give us credit. Instead, they said they would consider a refund or credit if we cancelled the cruise and send Holland American a doctors note. I followed the instructions they gave me and cancelled the cruise and sent a doctor's note. . Holland American then denied our request. Instead, they gave back the tax and offered an upgrade on the next cruise. If I knew that Holland American was going to do this, I would not had cancelled the cruise. Instead, I would had taken one of my children or gone solo. I was mislead. I am sure that they were able to sell my cabin to someone else. Hence, I would like to have credit for another cruise or have my money refunded.

  Business Response

  Date: 02/22/2024

  
  
  
  February 22, 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 and to express our regret for the disappointment you encountered.
  
  We regret that you needed to cancel your cruise and empathize with you regarding the circumstances that led to this decision. We are also sorry that you found yourself in this difficult position without adequate cancellation protection. Although your situation is very unfortunate, our cancellation policies are clearly detailed in our brochures and online and must apply to everyone equally in order to maintain the integrity of our company and the cancellation protection plans we offer. Many of our guests purchase our cancellation protection to safeguard against unforeseen difficulties every time they sail, and offering the benefits of this coverage to guests who do not purchase it would be unfair to those guests who do. Although we are truly sorry for the circumstances involved in your cancellation, we are not able to offer a refund or credit toward another cruise. While we realize this decision will be disappointing to you, we are certain you can understand that we cannot make an exception for every guest who cancels, and it would put us in a very compromising position to make exceptions for some travelers, but not for others. We sincerely wish we did not have to disappoint you in this matter.
  
  For future travels,we strongly encourage you to protect your investment with some type of travel protection. While a variety of such plans are offered throughout the industry,we feel that our plans offer the best protection. Our Cancellation Protection Plans allow travelers to cancel for any reason up to 24 hours before departure under the Standard Plan (CPP), and up to departure with the Platinum Plan (CPPP). Many other plans only allow cancellation for certain covered reasons,leaving travelers without adequate coverage in many circumstances. And unlike some other plans, our plans also cover pre-existing conditions without exclusions or time limits. Nonetheless, if the purchase of our cancellation protection is declined, we strongly recommend that you purchase such coverage through your travel advisor or an insurance broker.
  
  
  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,
  
  *********************
  Special ****************** of the *********

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21214853
  
  I am rejecting this response because I was told by Holland America Curise Line ***** that I had to cancel my reservation to get any kind of compensation. It appears that this was a lie. If I knew that no compensation would be given, then I would had made some sort of accomodation or I just would had gone by myself. Instead, *** was more interested in having me cancel the reservation so they could enforce their insurance scheme and resale the cabin. Again, I am not asking for a full refund, but some sort of compensation to makeup the misinformation I was give by ***. If this issue cannot be resovled, then I may be forced to take futher actions beyond the BBB. 
  

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

• Initial Complaint

  Date:01/28/2024

  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.

  My husband suffered a seizure on day 2 of a 7 day H.A. cruise, our cruise abruptly ended and we were in the ****** Hospital for 2 days. After returning home, I filed an insurance claim with Global Excel for the unused portion of my part of the cruise (total paid was $2,767.71 CAD), so the claim was for 5/7 = $1976.94. Global Excel requested a calculation from H.A. along with the statement that the amount would not be refunded. However, the email H.A sent used only the base amount of the cruise for the missed days of $2,442.70 (excluding taxes of $325.01), so their amount was only $1744.79, instead of $1976.94. They said that they had to consult with their financial department to see if the taxes would be refundable or not.I contacted HA saying that if the taxes were not going to be refunded, then HA had to indicate that on their email in order for me to claim the taxes as a separate item from my insurance company.In total, since November 2023, I have contacted HA by email on Dec 1, 11, 28 and Jan 5, with absolutely no response, then follow up by phone on Nov 29, Dec 21, Jan 12, 18. Besides being on hold sometimes for over an hour, when I do get connected to an agent, they all keep promising that they would definitely get back to me within a week to resolve the issue, but then I never hear back from any of them. They have dragged this out for so long that I am not sure if my insurance company will continue to keep my claim file open.THIS IS DISGUSTING CUSTOMER SERVICE!!! ********************** SURE WANTS PEOPLE TO SIGN UP FOR THEIR CRUISES, BUT POST-CRUISE ISSUES ARE SUCH A NO-PRIORITY TO THEM!! AND THIS IS NOT EVEN MONEY REFUNDED BY THEM - ALL I AM ASKING FROM THEM IS A LETTER STATING THAT 5/7 OF THE ***** PORTION WOULD NOT BE REFUNDED SO THAT I CAN MAKE THE ACCURATE CLAIM FROM MY INSURANCE COMPANY.I would really appreciate if you could help to resolve this long, outstanding issue so that I can close my claims file.Thank you.*************

  Customer Answer

  Date: 01/29/2024

  You may need the following information regarding the cruise in question.  It is Holland America's Case # regarding my complaint to them.

  Holland America Line: Case #1-9873679923 Booking #2LDWGW

  Business Response

  Date: 02/09/2024

  A response has been sent directly to the guest ***************** with the proper documentation for their insurance.

  Customer Answer

  Date: 02/11/2024

  Hello, BBB,

  I have finally received a satisfactory letter from Holland America confirming the amount of refund I should be due upon cancellation of my cruise, but because of the lengthy delay and the non-responsiveness of their Post-cruise department which they caused (which drove me to contacting the BBB), I do not know if my travel insurance company will re-open my case to pay the adjustment.   I have sent Holland America's letter for their review and requested the balance due.  Hopefully the insurance will be prompt and issue the payment due to me.

  Thank you for your assistance.

  *************