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:07/19/2023

  Type:Sales and Advertising 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 am a 3 star elite mariner, loyal cruiser for 20+ years w holland. this past day i had a terrible call with holland personal cruise consultants. for the last few hours i have been working on holland site online looking at advertised prices and promotions for myself and spouse on a 31 day cruise out of lauderdale to south america. several other independant cruise sellers quote about the same prices as holland which is **** USD + taxes fees etc of 995. so totals come to about **** or so. we have a credit we must use of about **** from holland for cancel cruise. in addition other cruise agents promote $500 credit plus 100 **** card plus 100 for military service + discount for past guests and forida residents. beverage package at a discount and half down discount and more. i had allot of questions of holland to see if they could or would even match these on guarantee price, and what about airfare from argentina to ******* home, price and date etc. the "operator" who answered holland cruise consultant phone, started thru standard booking info process, and for an ocean view with taxes etc, quoted over $10,000 right off the bat. that is TWICE what other agents show, in writing, on web sites ie ***************, cruises.com, cruisesonly.com etc. this was a BIG HIGH BALL PRICE IN THE OUTER LIMITS, AND I CONSIDERED IT DISHONEST, and concluded that this agent would be of NO help in getting to even a "regular" price and decent cabin. Bad, bad bad. It makes holland look "all for the money", s**** the elite mariner as well, and not listen and respond to the pricing and other aspects customer is asking. Depending on how addressing this goes, i will book with a cruise agent online, NOT HOLLAND direct. and i will NEVER trust Holland in relations and money.

• Initial Complaint

  Date:07/19/2023

  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 been waiting for a refund check for expenses due to a missed flight, missed boat departure and lost luggage. The email from ************************* states that it would be mailed to me within 60 days as of March 25,2023. I spoke to Van on 6/22/23 at 2:12 pm and he assured me I would receive it soon as he was going to email the management. I have not received a check or heard anything from Holland America. The cruise was *********** to ********* #XKVC6P case #************ Thank you so much, *****************************

• Initial Complaint

  Date:07/17/2023

  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.

  AirPods were stolen out of our room safe and Holland America wont investigate. I have watched them go up to ****** and back all week. I notified Holland America several times but all they do is point to some service that waits for someone to turn them in. I want someone to actually respond to this allegation and investigate it - or replace my AirPods. Im hoping I dont have to start filing police reports and any other complaints.

• Initial Complaint

  Date:07/15/2023

  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.

  We had 3 bookings for 6 people to sail from June 4th to June 11th 2023. The three bookings were: XTGCDL ( $1,798 for me and my spouse, respectively); XTGCDP ($1,798 for each of my parents, respectively); and XTGCDQ ($1,718 for each of my kids, respectively).The six of us flew to ******* on 06/04/23; at Holland Americas shuttle at the airport, my parents were denied on-boarding. They were aged (83 and 78) and with hearing problems, and could not be left unattended. The lady who denied my parents on-boarding asked us to call the booking agent to find a solution.The booking agent offered a solution that my parents and I may push our sailing to next year and my husband and the kids continue on-boarding. We took the offer and the booking agent said that our existing booking XTGCDL ($1,798) + XTGCDP ($3,596) would be transferred to the new booking 2KGP3Q + 2KGP3G (sailing date in July ****) which was further updated to 2KHJ2P ($2,918) + 2KHJ3R ($2,918) to correct the sailing date to June ****. The agent told us that the transfer of funds was in process and asked me to call back to check the status of the transfer. The original funds to be transferred would be $5,394 which is sufficient to cover the transfer total of $4,952.When I called back, was told that the new booking was canceled. I asked who did it and why, no clear answer, but was told the booking for my parents was refunded yet the booking for me was not due to the charge of cancellation fee. I kept asking who did it and why, was told a case # was created for me and I may call back again to check my case.When I called back again, the story was changed to because of a No-Show penalty. If No-Show, why did Holland America charged gratuity of $784 on June 11th 2023 for 6 people?Ive been mistreated for more than a month and just wanted a simple solution: Holland America should refund my original booking of $1,798 and refund the gratuity of $392 for half of us who were denied boarding on June 4th 2023.

• Initial Complaint

  Date:07/12/2023

  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.

  Trip Confirmation number: XG6Q3J; 14 Night ***************** Cruise departing from *********, *************** Trip date: June 16, 2023, through July 1, 2023.Trip cost for two persons, including taxes and fees excluding airfares: $7,938 My complaint is that the 14-Night ***************** Cruise trip is advertised incorrectly by PrestigiousCruise.com. This so-called 14-Night cruise trip consists of two 14-Night back-to-back cruises. Therefore, two days were sea travel days to and from ********* instead of visiting other ****** ports. The second issue is that a few days before our air travel to *********, Holland America Cruise **************** decided to change the 6/28/2023 port from ***** to ******** we had been to on the first week. As a result of this change, we stopped at ******** twice, and it was not a port that we could do more than we did for the visit.Both prestigeCruise.com and Holland America Cruise line deceived us in 2 ways: 1) they did not tell us that this 14-Night cruise trip consists of two 7-Night back-to-back cruises with the same shows and activities, and 2) the change of ****** scheduled port on 6/28/2023, to the port that we saw on 6/19/2023. We have lost respect and trust in the advertising truthfulness.During our trip, I raised these issues to ************************** *****************************. She said she would discuss these issues with her management and get back to me. To my disappointment, she never got back to me directly. I am requesting a $900 refund for our hardship.

• Initial Complaint

  Date:07/11/2023

  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 and took a cruise to ****** with Holland America. We attempted several weeks in advance to book *** services at the 20% promotional rate. We tried to book openings through their website and called only to be told there were none available. Once on the ship we were told they were available and made an appointment. Once billed they charged us nearly $700 for what should have been $250 in services. We talked to ***** Services on the ship about the many charges including $187 pre booking fee. They sent us to *** services, they sent us back to guest services in a circle. Finally we were told wed have to contact Holland Americas main customer services when we got back. Weve tried that can cant get a hold of anyone, weve emailed too.This is unethical to **************** at certain raises and then not deliver. Furthermore charging people far higher than advised should be illegal. We would like these frivolous charges refunded.

• Initial Complaint

  Date:07/10/2023

  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.

  To Whom It Concerns:I booked a 14-day cruise with Holland American for myself and my husband, ***********************. It was a 14-day ***** cruise that left *******, ***** on June 23rd. I disembarked on July 7th. We purchased airplane flights through your organization. This whole trip and process of booking with Holland America has been a nightmare. My time has been wasted, and I have been left on hold for hours on end, trying to resolve numerous is***s. I would not accept a free cruise from your organization let alone pay for another one. I wont be recommending it either. I am also going to share my experiences with the Better Business Bureau and the appropriate federal agencies so that others dont make the same mistake that I did. I just wasted an hour on the phone, calling Guest Relations. I was told on June 19th to call Guest Relations when I got back from my cruise. After waiting 30 minutes for someone to finally answer, I am told that Guest Relations cannot handle my problem, but Flight Ease must handle my problem. I am furious as my experience with this cruise line involves waiting literally hours on hold, being transferred from one department to another, and no one is able to resolve the problem. The Guest Relations person told me that I would not have to go through the whole thing again with Flight Ease. The Flight Ease woman advised me that I have to go through the whole thing w/her again, and we are going to do it her way. Ive been on the phone over an hour by this point, and I have had enough. You have been called numerous times about this is*** but apparently no one thinks to keep notes. The woman told me to do what I had to do so I am. So, I am. I am going to *** you to get a refund for the flight service that I arranged through you, but you did not provide.A good organization would be aware of the fact that my flight from **** to ****** was cancelled and automatically refund my air fare. You did not do that, and you have made me fight you ever step of the way for $220.00. It isnt the money that matters to me. It is the enormous waste of my time, the callous indifference to my is***s, and a refusal to provide the services that I actually paid for. I arranged my air flights with your organization. On June 19th, I was in *******, **, getting ready to leave for the airport when I got an email from Air ******, advising me that my flight had been cancelled from **** to ******. I just forwarded that email to both of you. I called the numbers that I was told to call, was put on hold and transferred to various departments for over an hour. It finally reached the point where I had to leave for the airport if I was going to make my flight from ******* to ******. I had no answer to my question as to what I was to do about getting from **** to ****** on the 20th. I checked into the airport in ******* and checked my baggage for the flight from ******* to Rome. I then began calling your organization again. Their solution was to try to put me on another flight out of ******* after I had already checked in, checked my baggage, gone through Security, and arrived at the gate. I refused to do that. I had already made and paid for hotel reservations in ****** on the 20th, so I needed to be there. I was not going to wander all over the *************** and risk losing my luggage because your organization was unable to answer the phone and provide a timely answer. I told the agent that I was going to book a bullet train from **** to ****** for the 2 of us. My husband was told, after he called, that this was approved, and we would be reimbursed. But we had to contact Guest Relations after the cruise to do this. We did as we were told. We bought the train tickets for approximately 204 Euros, went on the cruise, and called Guest Relations when we returned. I wasted an hour of my time, dealing with two people, one of whom tried to help but was unable to do so, and one of whom was rude and useless. I am tired of wasting my time, explaining to 50 people the same thing over and over again that no one is able to resolve. Ultimately that is why I will never use your cruise line again. You dont provide customer service, and you dont resolve problems. You put people on hold and transfer them around until they give up. After being ordered to repeat my story for the 10th time and told that I should do what I had to do, I hung up. I have decided that I am no longer going to waste a minute of my time trying to get something from Holland America that I paid for but did not receive. Instead, I will ***, and I will file complaints with the BBB and every appropriate federal agency that I can think of. I hope someone at Holland America has to waste as much of their time, dealing with my complaints, as I have had to waste dealing with Holland America.Yes, I responded to my survey yesterday and said this. This has been the most miserable vacation because I have had to waste an inordinate amount of time, fighting with the cruise line to provide the services that I paid for. No I will not recommend you and I wont use you. I hope you actually learn to provide service. You managed to make what should have been a wonderful vacation a miserable experience both coming and going. I am so disappointed. ********************************************

• Initial Complaint

  Date:07/10/2023

  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 reported an issue on 6/6/23 over the phone with Booking manager ****** at Holland America Line ***** looking for refund $270 of services as described in email (Word document upload has copy). I made over 7 phone calls and few emails asking for status but never received proper update and resolution to the issue. I just called again today 7/10/23 and at my surprised i found out they mixed up my issue with totally different person and the person on the phone had no idea about my issue and asked to start all over again explaining. I have no more patience to deal with them so filing this complaint.Hope you take proper action against them to the business right providing better customer service.Thanks *************************** ************

• Initial Complaint

  Date:07/03/2023

  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.

  June 13th ********* ******. Was supposed to be a fishing trip for salmon. Salmon was not in season. Therefore we were not fishing for salmon. They were supposed to provide a gourmet meal for lunch over an open fire this was not done. The whole trip was misleading and deceptive. Paid over $750 for me and my wife. Why advertise it is a salmon trip when salmon is not even in season and we never even purchased a salmon license.

• Initial Complaint

  Date:06/25/2023

  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 purchased a photo package ($599) from *********************'s Photo Studio onboard Holland's Eurodam (5/20 - 5/27). However, we realized after disembarking that the *** stick he provided us was completely empty! After communicating with Holland's customer service department ***************************************** for the past month, they have given us the runaround, incorrect photos, and doubled down on their error. They dragged on what could've been a mistake that is easily remediated but instead, we are a month in without all the right photos that we had selected and purchased!!