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:11/16/2023

  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.

  Paid a deposit on a cruise wherein the terms provided for refund ability before Dec24,2023. Attempted to cancel only to be told I would suffer a ******* penalty. This because they had given me a ****** credit from another booking and later stopped offering that to others. The company unilaterally changed the cancellation period without my permission. XTDX4K reference No. I informed a resolution agent at the company of this problem and was told there was nothing I could do. I intend to file suit including an action for conversion given the company knows it has no legitimate grounds for breaching this contract.

  Business Response

  Date: 11/21/2023

  
  
  
  November 21, 2023
  
  Mr.***********************
  Email: *******************
  
  RE:  Case: 1-9974155085
          Booking: XTDX4K
  
  Dear **************:
  
  Thank you for contacting us regarding your sailing on *****************. We are grateful that you have given us this opportunity to review your concerns.
  
  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. We show the March 23, ****, booking cancel fee schedule started with the amount of the deposit $875.00 per person on February 27, 2023. This is listed on all your booking confirmations. We also show this was advised a couple times prior to the booking being canceled.
  
  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. And while we realize this decision will be disappointing to you, we are certain you can understand that we cannot make an exception as 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.
  
  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: 11/21/2023

   
  Complaint: 20879825
  
  I am rejecting this response because:

  I have written confirmation that I could cancel this without penalty prior to Dec. 25, 2023. I was told on the phone that this was a refundable deposit. You must have a recording of our initial conversation. I will proceed with litigation when the demand period I've outlined has expired without your having refunding the amount in question.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/09/2023

  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 embarked on the ********* on 10/22/23 in ***************, Booking #2L8N2R. I left my luggage with the pier side staff to be boarded onto the ship and delivered to my cabin. When the luggage arrived in my cabin, the side was completely cracked. I immediately notified ***** Services, who advised me to contact *********** ***************** upon return to *************. The contact info for that department is ************. Every time I call, (DURING business hours!) I get voicemail. I have left FOUR messages in the past 10 days and NEVER get a call back. The suitcase is not repairable and I would like them to refund me so I may purchase another one.

  Business Response

  Date: 11/20/2023

  
  
  
  November 20, 2023
  
  ****************************
  Email: **********************
  
  RE:  Case: 1-9956084845
          Booking: 2L8N2R
  
  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 have received your complaint regarding your damaged luggage along with the photos from Better Business Bureau. We have forwarded this information to our *************************** Someone should be in touch shortly.
  
  Property Claims
  Phone: ***********************
  Email: ***************************************
  
  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:11/01/2023

  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.

  On 8/11/2023 I booked a reservation for 2 for a 7-Day tropical ********* Cruise, booking #2LDG9L Due to personal circumstances I cancelled the cruise in early September of 2023 and received by email a cancellation confirmation on 9/28/2023 from Holland America showing a full refund in the amount of $3,728.00. When I booked the cruise, I paid for it in full on my ************* credit card. After booking and paying for the cruise I paid off the ************* card and closed the account, not knowing at the time I would would be cancelling the cruise and would need the credit card for the refund. I contacted one of Holland America's customer service reps and told them my situation, she stated that accounting would need to try and refund the closed credit card, then receive a rejection from CitiBank and then American Holland would mail me a check to my residence.I called American Holland's accounting department on 11/1/2023 to find out when a check would be mailed to me and was unable to talk to anyone, they have an automated message stating they are backlogged with refund requests and it takes a long time to receive a refund so I emailed them on 11/1/2023 like I was prompted to and was immediatley sent back a generic email that states exactly what the automated phone line states. Reading the other BBB complaints about this cruise line makes me feel like I will never receive a refund even though I have followed the cruise line protocol for a full refund.

  Business Response

  Date: 11/15/2023

  
  
  
  November 15, 2023
  
  ***********************************
  Email: *********************
  
  BBB #********
  
  RE:  Case: 1-9968215091
          Booking: 2LDG9L
  
  Dear ****************:
  
  Thank you for contacting us regarding your cancelled sailing on ms ***** Statendam. We are grateful that you have given us this opportunity to review your concerns and to apologize for the delay in our response time.
  
  We contacted our ********************** and they have advised us that your refund of $3728.00 was processed back to your MasterCard ending in **** successfully from our ending on September 28, 2023. If you have not seen this,we recommend you contact your credit card provider for assistance.
  
  Sincerely,
  
  *******************************
  Special ****************** of the *************

• Initial Complaint

  Date:10/24/2023

  Type:Delivery 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 submitted medical release form to zholland America Cruise Line, in order to file insurance clIm after my husband I I contracted COVID on our cruise in July, 2023. The have not responded to numerous tequrdts by myself and my travel agent.

  Business Response

  Date: 11/15/2023

  
  
  
  November 15, 2023
  
  *******************************
  ***************************
  ***********,** 80108-9568
  Email: **********************
  
  BBB #********
  
  RE:  Case: 1-9968215462
          Booking: XLMLGV
  
  Dear *****************:
  
  Thank you for contacting us regarding your sailing on *****************.
  
  We received your inquiry regarding your onboard medical records from this recent sailing and we are sorry if they have not responded to your inquiry in a timely manner. Please be advised that our ****************** cannot release your medical records until they have received a completed release form.
  
  Please know we have also sent them a request to check their files to make sure your request was received.
  
  In case it was not, we have included another copy of the release form with this correspondence for your convenience. Once you have completed the form, please submit it to our ****************** by post or email (contact information is included on the form). Once that department has received your completed form, they will forward your records as quickly as possible.
  
  Sincerely,
  
  *******************************
  Special ****************** of the *********

• Initial Complaint

  Date:10/22/2023

  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 received a gift card personally stating that I can enjoy $300.00 onboard credit. Compliments of cruises only. This was hand delivered to me as I first got into my cabin from one of the employees. I went to the spa and later realized I was charged on my account. When I spoke with customer service and questioned it, they said it was a mistake on their end. That I should not of received that gift card. They would not reverse the charge and I had no choice but to pay it. I never would have gone to the spa if I had to pay it myself.Very upset and it ruined my trip!

  Business Response

  Date: 10/27/2023

  
  
  
  October 27, 2023
  
  ***************************
  Email: ******************
  
  RE:  Case: ************
          Booking: XD9P5K
  
  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.
  
  First and foremost, we apologize that we made an error delivery the gift card to the incorrect stateroom. As previously advised on the ship we are unable to provide a refund as the gift card was addressed to different guests compliments from their **************
  
  In an effort to show our concern and in appreciation for your patronage, we would like to offer you $300.00 onboard credit for a future cruise This will be issued as Future Cruise Credits in your mariner account;this credit is good for one year from the date of this communication.
  
  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: 10/27/2023

   
  Complaint: 20767472
  
  I am rejecting this response because: Holland America is now trying to have me book another cruise(which only makes them money) in order for me to receive the 300 dollars that should of been reversed at the time of my sailing. Holland America admitted THEIR mistake and still refused to make it right by forcing me to pay for the spa service. I had to pay for their mistake!  They should be crediting my American Express card and apologizing for their mistake. 

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

• Initial Complaint

  Date:10/18/2023

  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 booked cruise on Holland America June 9 - June 18. We paid $738 for their Flight Ease which promised Savings on flights(we paid more than if we had booked our own flight), Late Arrival Protection, and Support(which we did not get from them). This is the link to the advertisement. ********************************************************************************. We arrived in ********* ****** at 1:30 am after travelling 14 hours. When we arrived they told us we did not have hotel accommodations until 3 pm. All the other passengers did. We had to pay $214.92 for a room. Holland America booked this flight earlier than needed, then did not make hotel accommodations for us. We had the same issue on the flight home. Our ship docked in Vancouver at 7 am on June 18 but they booked a flight for us at 8 am on June 19. When I realized the problem I called the cruise line who told me they did not have hotel accommodations for that night either. I spent 2 hours on the phone trying to get them to change that flight to sometime on June 18, which they eventually did. Unfortunately, I did not realize the same thing had happened on the flight to *********. As far as the Support they promised in the add, it didn't exist. The next morning in ********* I explained the problem to the lady at the Holland American desk in the hotel lobby. She said she couldn't help us. She gave us another number to call. That person could not help us. I tried to get someone on the cruise ship to help, but they said they could not. When I returned from the cruise I contacted the office in *******. They opened a case and asked for information, which I sent. This is some of the information from that email. I will send you a copy of the email. June 21, 2023 RE Case: ************ Booking: XHWQ9J When I didn't hear from them, I called and again, no one would help me. I would like to be reimbursed for the cost of the hotel, $214.92 as well as some of the $738 for false advertisement.

  Business Response

  Date: 10/25/2023

  We received this guests complaint about these specific issues on June 19, 2023. This guest did purchase flights through our flight ease program. The Air was purchased on February 14, 2023. Guests were notified of the flights departure and arrival times. Our Flight Ease program only reserves flights for our guests. If the guests needs a hotel reservation based upon when their flights come in, that is the guest's responsibility. However with this guest, they were given a goodwill gesture of $215.00 of onboard credit, which is the amount that she paid for the hotel. We responded to this guest's complaint in a timely manner and offered compensation as a goodwill gesture. We are unable to proved a refund or reimbursement as it was the guest's responsibility to make sure that guest's hotels were booked properly.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20747675
  
  I am rejecting this response because: Your response :  "If the guest needs a hotel reservation based upon when their flights come in, that is the guests responsibility"

                                                               My response:  You booked hotel accommodations for us for the following night.  Why didn't you book them for the night we arriveId?

  We were NOT informed that we received a good will gesture of $215 of on board credit.  

  They never even responded to any of my calls except to say there was nothing they could do. So responding in a timely manner is NOT true.

  The only compensation I was ever offered was a free breakfast at the hotel.

  The main problem in all of this is that Holland America booked my flight a day early.  For what reason?  There was no need for us to arrive a day early forcing us to pay for an additional nights stay. Why was it booked so early?

   

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

• Initial Complaint

  Date:10/17/2023

  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 booking number XT8LDT Returned from a cruise on 10/7/23. On Oct 9th, upon receiving my final billing statement, there were two errors that I have reached out to Holland America to correct...after several attempts (NO real person to talk to) I was told that it was company policy to submit an email and WAIT which I did on 10/9/2023....10/7 general supplies $35.00 and 10/7 minibar $26.52...The minibar contents were removed on 9/30/23 by the cabin ******* when we entered the cabin and general supplies is a mystery charge?...I want to have those two items credited.. I have reached out to American Express they actually have people to talk to...

  Business Response

  Date: 10/24/2023

  
  
  
  October 24, 2023
  
  Ms.*******************
  **********************************************************
  Email: *********************
  
  RE:  Case: 1-9920002702
          Booking: XT8LDT
  
  Dear Ms. ********************** you for contacting us regarding your sailing on ms ******** We appreciate your patience regarding your request for reimbursement. We do sincerely apologize for the delay in response and resolution; this is due to the increased emails and phone calls we are receiving.
  
  Per your request, we reviewed your charges and have submitted a refund request in the amount of $61.52 to our refunds department.Due to shipboard credits your final credit card charge is less than the refund this will be sent in the form of a check to the address we have on file attached to the booking, as noted above. For your convenience, this information has already been noted and your address provided to our finance department to ensure you are refunded as quickly as we are able. The check will be issued by third-party vendor, not Holland America Line, and should be issued within ***** days of the date we submit your refund. Again, we regret any inconvenience and thank you for your understanding.
  
  Again, please accept our apologies for the delayed response.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: 10/24/2023

   
  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.
  
  *******************************************

• Initial Complaint

  Date:10/11/2023

  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.

  Failure of implementation of Club Orange Program ***********************************, President I have been unsuccessful in my discussions with Guest Relations.I was sold a program that cannot be delivered on the smaller Holland America cruise ships as per your own on-board ************* Manager, ***************************** on the Oosterdam.None of the things on the list of benefits of Club Orange were occurring and that I wanted a refund and for Holland America to do whatever necessary to accommodate the request. *****************************, Front Desk Guest Supervisor informed me that Holland America does not refund Club Orange. She also acknowledged that Holland America has had difficulty in implementing the program on its smaller ships Your agent sold me the *********** listing the following as some of the benefits:1) Special check in of luggage at embarkation - No such line 2) On boarding was the same issue, No special line 3) Main Dining room - the hostess had 3 lines, one for main diners, one for a special group and one for the Club Orange. Large ************* was seated prior to seating the Club Orange.4) When I came back to the main dining room on the next day I asked to be seated in the Club Orange section only to be told there was not one on the ship.5) Club Orange special main dining room menu- no menu only 1 additional item - Chicken 6) ************* at the desk on the Exploration ****** *********** not recognized.7) Premium in room breakfast dining menu - basically the same menu with the opportunity to purchase special items. Not a better option at no additional charge as sold to us.8) Orange line for boarding tenders - There was not one when we tendered into *******.9) Welcoming glass of sparkling wine at dinner on embarkation day - did not happen.10) Special event arranged by the Captain - Did not occur.11) Special bathrobe - ours were the same as the guests in the cabin next to us and they did not purchase Club Orange I think I am reasonable in my request for compensation.

  Business Response

  Date: 10/27/2023

  ****************************
  Email: *******************
  
  RE:  Case: 1-9922726186
          Booking: XVCRCL
  
  Dear ********************:
  
  We truly regret that our previous correspondence has not met with your approval, as it was certainly not our intent to cause further frustration.
  
  We are very sorry that our previous offer to you did not meet your expectations. Please be assured that your concerns were reviewed thoroughly before this offer was made. We take various factors into account when addressing guest concerns and determining an appropriate gesture; our offer to you was not meant to place a value on your experience, it was simply provided as a gesture of our sincere regret for the difficulties you faced.
  
  While we are truly sorry that you are not satisfied with our offer, we are not in a position to offer alternate compensation in this matter.However improbable a future cruise with Holland America Line may seem to you at this time, we wish to reiterate that our offer of Future Cruise Credits in the amount of $300.00 per person and $100.00 onboard credit per person will be available to you should you decide to utilize them prior to December 31, ****.
  
  We are committed to providing the most ****************** possible and we sincerely hope that you will decide to include Holland America Line in your future travel plans. Once again, we thank you for contacting our office.
  
  Sincerely,
  
  Special ****************** of the *********

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20726078
  
  I am rejecting this response because:
  I feel that they sold me a program that they knew they could not deliver.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/10/2023

  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.

  Holland America inappropriately charged my credit card without my authorization. After arguing with them for like 2 months, they finally sent an email saying:"Thank you for contacting Holland America Line. We are grateful that you have given us this opportunity to review your concerns.We would like to extend a refund to you in the total amount of $240.00 USD for crew appreciation charges. This refund will be posted to the card used on board ending in ****. Please be advised that your request has been forwarded to the appropriate department and can take a minimum of **** weeks to process."It's been 5 months and I still haven't received my refund. I've reached out like 6 times since then and I have gotten no reply.

  Business Response

  Date: 10/27/2023

  
  
  
  October 27, 2023
  
  ************* *************
  Email: *******************
  
  RE:  Case: 1-9655856847
          Booking: XX7X6M
  
  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 apologize for any frustration caused by the delay in processing your refund. In review of your case, we have found that we are unable to refund this to your credit card as the refund is larger than the amount charged at the end of your cruise. We will need to reissue the refund as a check refund in ******** for $326.29. Our ********************* is working to finalize this as quickly as possible, and we regret the inconvenience.
  
  In an effort to show our concern and in appreciation for your patronage, we would like to offer you a future onboard credit for $100.00.This will be issued as Future Cruise Credit in your mariner account; this credit is good for one year from the date of this communication.
  
  Again, please accept our apologies for the delay in your refund. 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: 10/27/2023

   
  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,
  
  *******************

  Customer Answer

  Date: 11/22/2023

  Hi,

  It's been a month and I have not received the cheque that Holland America said they would send. Can you please help me? 

  Thank you,

  -******

  Business Response

  Date: 11/29/2023

  Dear **********
  
  Thank you for contacting Holland America Line regarding your refund. We appreciate your patience regarding your request for reimbursement. We do sincerely apologize for the delay in response and resolution.
  
  We show that the check has been processed from Holland America to our third-party vendor and your check was issued on November 14, ************************************** a plain white envelope. This would be mailed to the address listed under your Mariner account.
  
  Thank you once again for contacting Guest Relations.
  
  
  Kind regards, 
  
  Guest Relations 
  Holland America Line 

  Customer Answer

  Date: 12/01/2023

   
  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:10/09/2023

  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 purchased medical insurance for a cruise. I ended up having a medical emergency. I cannot file a claim without the dr. report. I asked for it 4 times while on the cruise and they sent me the same charge invoice instead. Every time I clarified that I needed the medical report. Post cruise, I called Holland and they assured me they would get. It has over a year and nothing. I am out over $1000. Every time I call, I am assured I will get an email- nothing. I don't know what else to do.

  Business Response

  Date: 10/26/2023

  
  
  
  October 26, 2023
  
  ********************************
  ********************************************************************-8276
  Email: ****************
  
  RE:  Case: 1-9839810561
          Booking: XN5DXX
  
  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 detailed.
  
  We received your inquiry regarding your onboard medical records from this recent sailing. Please be advised that our ****************** cannot release your medical records until they have received a completed release form. For your convenience, we have included a copy of the release form with this correspondence. Once you have completed the form, please submit it to our ****************** by post or email (contact information is included on the form). Once that department has received your completed form they will forward your records to you as quickly as possible.
  
  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 *********