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:08/31/2023

  Type:Service or Repair 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.

  Cruise was to Panamal Canal Oct 12 to Oct 28th, from ********* to *************. Ref #2JCL8R. We booked this cruise for our 50th anniversary. Our flights home were fro. ************* through *********** to Vancouver.with Delta .We paid extra $ for premium aconomy seats. A couple of weeks ago we were advised by AH that. The flights no longer existed. We were now to fly through ******* to ******* then Vancouver, giving ** very little times to make connections. We asked our HA representative to find something more appropriate. He was not at all helpful giving us a # to call so we could sort it out our selves. We spoke to a representative who could only find us flights going ro *******, another stop then ************** then Vancouver. We asked to switch to another airline but were told if we cancelled with delta we would have to pay a penalty plus we had lost the upgraded seats. We decided to cancel the whole cruise as we had 90% insurance. We got an email right away to say they had found new seats going to ******* then Vancouver. GREAT. But we had lost the upgaded seats agin with no way of reclaiming the $. Then we find the flight from ******* left us in ********** with no way to get to Vancouver and the ferry home .Given that my husband is nearly 75 had a heart attack and quadruple by pass surgery this has been an ugly stressful situation. We have now cancelled the whole cruise and out $1800 for nothing and no holiday to celebrate our anniversary. Something is definitely wrong here and no way to treat your valued customers. This was in no way our fault.

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair 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.

  We booked a family vacation for 8 adults and 2 children 12 & 13 years old. The 2 children are our boys who are championship wrestlers and Allstar baseball players. All of the adults on the trip competed in college athletics and most had athletic scholarships. We asked prior to purchasing if our sons could use the exercise facilities while an adult supervisor from our group was present and we were told yes. When we got on the euro dam for our cruise last Saturday we discovered that was not possible. We called guest services and were once again told they could accompany us with adult supervision but the gym said no. Frustrated we asked to meet with the manager. Its Wednesday now, weve yet to hear from the manager. Yesterday we pulled into glacier bay, my wife and I were excited to relax on the upper deck and watch the scenery until we were informed all of the kids facilities were closed! No ping pong, basketball, game room, arcade..closed! From 7am to 4pm but by noon the boys were bored so without any activities we spent the rest of the day playing board games in our suite on port side of the boat. My wife and I were able to view objects directly in front of our room window on the port side of the boat but missed a lot of the glacier bay experience. We had expected our kids would have something to do so we could do adult things?? Very frustrating. We could have booked any vacation we desired, money was not the issue. There simply are no options for kids. Families beware of Holland America. Our suite manager, *******************, was very positive great guy and explained the Federal Rangers for the **** GLACIER BAY required all activities be shut down while they were onboard? Im sure ***** believed that but as a federal contractor currently and 20 year retired military that sounded like a load of ********. I will be making more calls and following up with this when we get home. Bottom line, half our group cant use the facilities we were promised and the entertainment for kids is horrible!

• Initial Complaint

  Date:08/30/2023

  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.

  I have attached a worksheet, but basically, I purchased pre-paid short excursions for a cruise. Multiple excursions were canceled. A small amount was refunded to my credit card. I closed my credit card and then more excursions were canceled. Holland America said they tried to send refunds to my closed credit card, but ********** refused them. The money should have come back to me via a check or onboard credit or something, but after many many phone calls, emails and trips to the guest services on the cruise it was not resolved. Now they are just refusing to speak to me about it. I have no recourse.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair 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.

  I booked a trip for my family. When I got onto the website they had my brith date wrong. I called them and they fixed it. When we arrived at the airport and checked our bags into Alaska Airlines checked our bags and went to board the plane. *** told me my brith date is wrong. Holland America didn't inform Alaska Air. Went back to Alaska Air they said it was fixed. Went back to TSA and told it was not fixed. We went back to Alaska Air and all employees were gone. We missed the trip because Holland America did not give the correct information. Our bags went to *******. I traveled **************************************** **** ******. We all took a week of our vacation. hotel cost, Sent all of the information to Holland America they have not answered any of my emails or calls. They sent a form stating out of pocket cost. They did return money ******* cost of trip.i but not for out of pocket money.

• Initial Complaint

  Date:08/24/2023

  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.

  Booking Number XHHRWP Case Number 1-9720619503 We were on a 14 day land/sea cruise with Holland America, when we boarded the ship (Noordam) on June 4th in ********, ** we thought that we had colds so we went to the infirmary on the ship we and were tested for Covid. It came out positive so we were told we should leave the ship and go home. When we booked the trip we purchased trip insurance from a third party. To collect on this insurance we need paperwork from the infirmary on the Noordan showing that we had Covid. We requested the information from Holland America then were told a week later that we had to request it from Carnival, this was done on June 16, 2023. 68 days later we still dont have the paperwork, multiple phone calls to customer service just resulted we are sorry that you are having this experience and we will escalate/expedite a solution then we are given a phone number for Holland America medical in *************, ** which is no good, when you call the number you dont get any indication that it is ringing before you get disconnected and get a dial tone **************. All we are asking for is that Holland America provide the requested medical information. The included attachment was complied with on June 16, 2023 for both my wife and myself. We are not asking Holland America for any money, just the medical records at this time, Holland America did tell us that they would reimburse us for any expenses such as lodging and airline tickets which is also attached

• Initial Complaint

  Date:08/17/2023

  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.

  We booked this cruise with a casino offer which stated that we got a complimentary cruise for two. On the offer it stated we were to get a Verandah Room. We thought this was a great offer so we called and booked the room. We booked this room in December of 2022. Today we received an email stating that we had an outstanding balance. We called and were told that the room they booked for us was an upgraded room, so there we are now told we owe them more money. We liked the room that they selected for us. We were then told we would be given another room that is stated as just a guarnteed room and would not know which it was until sailing. We did not want to loose our room so we paid the upcharge. Bear in mind it was only two hundred dollars. It just seems like the principle of the matter, that 8 months later they can ask this of us. I told them that the certificate should have been more specific with the catagory so this would not have happened. The gentleman whose name was **** would not connect us with a supervisor to see if we could get this corrected. We did not like the whole process of how this was handled. We were told either pay the upgrade, take a ************, or cancel and loose or money.

• Initial Complaint

  Date:08/15/2023

  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.

  Holland America did not provide services on their schedule ****** Cruise from June 24 to July 1, 2023 under Booking number 2KXW8L. We were not allowed and denied in boarding the ship due to some ******** **** issue. When Holland America ask for document information for immigration, ************************* ask Holland America customer service name **** in a recorded conversation if they need a **** for the ****** port because they have one port that is part of ****** and ***************** NO that they dont need a **** there. They proceed in booking their airline tickets. On June 24, 2023 they arrived at ******* Airport and we were pick up at the Airport by Holland America *** services to be transported to the port. We proceed to check in and the customer service at the booth counter did not allowed and denied us in boarding the ship. We ask for the credit on this cruise and they told us to call our travel agent so they can give us the full credit of $3,359.00 we call immediately their customer service and advise us to send a letter to the guest relations for full refund. Holland America had a bad and poor customer service because they never response nor given a case to our claim even our travel agent is complaining because they wontt even entertain his call. We disputed the charges to the credit company and Holland america responded by giving only a partial credit of $731.00 due to their reason of non show on the Cruise. We file a complain again because of their reason of no show, we did show on the date of the cruise and we were pick up bu their Holland America bus services. On this amount the transfer is included from airport to port and vise versa. Since we were not allowed and denied boarding the ship Holland America did not return us to the airport and advise just to get a taxi. On top of that we have to rebooked our flight back on the same day because of the misinformation provide by **** their customer service and pay some extra expenses. Holland America should credit us the entire amount of $3,359.00.

• Initial Complaint

  Date:08/08/2023

  Type:Billing 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.

  On May 31, 2023 my credit card was charged $319.80. I assumed that this was for a shore excursion I booked, but Im not sure which one as I booked several. From July 8 to July 15, 2023. We sailed on the Holland America Eurodam to ******. Before we debarked I settled my bill for my shore excursions and incidentals aboard the ship. Today is August 8, 2023 and going over my credit card statements and attempted to call Holland America to verify what this May 31 charge was for. Upon calling the phone number given, the automated system would not allow me to speak to customer representative directly and their automated choices were only to dispute on board billing. I called back again and repeatedly press the zero button to be connected with a customer service agent but the customer service representative transferred me to the same automated system that was unhelpful before.I am disputing this charge for $319.80 because I have already paid for all my shore excursions and incidentals and since Holland America does not have a phone number I can call to actually speak to someone about this issue. I am filing a dispute with the Better Business Bureau.

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair 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.

  I'm still recovering but I'm glad to be alive.July 2023 I was headed to meet a high school friend on a 7-day cruise to ******. Midflight from ***** to ******* I suffered an unexpected medical emergency that, thanks to a quick-thinking attendant, onboard doctor, and pilot, caused the plane to land in ******** (in a city not on the flight plan) where I was rushed to the *** After a day of testing and sedation, I was routed back to my home state to undergo additional care with my primary doctor. So I never arrived in ******* and also could not take the cruise. Holland America was contacted within a few days of the incident to see if it was possible to get a refund. After many transfers and long holds, a "******" claimed to submit a case number to higher management. Over a week went by (and rounds of medical care) and not a word from Holland America. I called again and after more long hold, I ended up with a rep whose voice was ******* and inaudible most of the hour-long conversation In the end, Holland America's resolution was "No refund". I offered to send hospital docs as it's an unusual situation, but I wanted to speak to management. There was static and more muffling of voice so I asked where the representative was based. She told me and I asked for a U.S. Based manager for a better connection and communication. She said she could not. I asked several times. It's some of the worst customer service. I'm sure some people might love Holland America, but for my first cruise to ****** (to celebrate a birthday), and first time using Holland America, with the way I've been treated, especially with my current impairment/ disability, it's been horrendous.

• Initial Complaint

  Date:07/24/2023

  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.

  I took an 18day cruise to HA, ending 5/1/23. 5/4 I wrote a concise letter with 15 problem points, some being safety issues. I am soon 4 stars, so it's NOT my first sailing with ***. I did NOT sign up for a shakedown cruise, was NOT paying steerage prices, was NOT being paid to ferret out problems on the Koningsdams. I needed a complete break from my hectic schedule of the past 3 years, so I booked a cruise, expecting to be waited upon, respected, and valued as a 3star Mariner. They provided $150 CREDIT for a future cruise which is not on the horizon, especially after this nightmare cruise. I don't think anyone would agree to a $150 credit had their family or loved ones experienced what I did. I have come to expect a certain degree of competency, proficiency, and expertise when traveling with **** I expect quality food, a relaxing environment, and to arrive home rejuvenated by a wonderful experience. I did not expect the problems I faced; I did not expect to be CHARGED extra for *********** in the Dining Room, which I have had on every cruise; I did not expect to be forced to choose between dining in the Dining Room or attending the promised nightly entertainment (dietary needs has me eating preferably at 5 but BEFORE 6pm); I did not expect to be treated as steerage; I did not expect to be let down so thoroughly by Holland America Line. It has been almost 3 months and I have heard nothing from ***. I paid over $2800 for this fiasco, and believe a 20% CASH REBATE is in order.

  Customer Answer

  Date: 07/27/2023

  I finally got the copies of my **** transactions involving Holland America Lines for the 18-day ******** Cruise;
  
  12/29/2022        $600.00
  
  1/13/2023        $1,873.00
  
  3/29/2023               79.00
  
  3/30/2023               79.00
  
  5/1/2023                300.98
  
  6/19/2023                12.98  This reversed the charge on my FREE glass of wine!! 
                         --------------
   Total Cost of
   the HI Cruise:       $2,919.00
  
  
  
  I believe this was the last information that I had to provide for your records.  If I have forgotten any other information, please let me know.  *********************************