Complaints

This profile includes complaints for Holland America Line's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Holland America Line

  450 3rd Ave W Seattle, WA 98119

• 

  Vancouver Shore Operations

  999 Canada Pl PO Box 45 Vancouver, BC V6C 3C1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2025

  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.

  Currently have a fully refundable cruise sailing that was paid in full, recently lost my employment and wanted to cancel for a refund to ride out the hard times. Emailed HAL reservation on 4/2nd and Guest Relations on 4/11th, received acknowledgment of my email yet never heard a thing ever since. Please have someone reach out to me regarding my cancellation/refund request before my time runs out.

  Business Response

  Date: 04/17/2025

  
  
  
  April 17, 2025
  
  Ms.***** *****
  ***********************************************************************************
  Email: **********************
  
  RE:  Case: 2-10484139073
          Booking: 3JMMHM
  
  Dear Ms. ******************* you for contacting us regarding your upcoming sailing on ms ********
  
  This correspondence is to confirm that we went ahead and cancelled your upcoming September sailing on ms. ******** Our system shows that you should receive a refund in the amount of $3,766.00 USD for your cancelled sailing. This amount will be refunded back to the credit card used to purchase this sailing. Please allow significant time for this refund to process back to your credit card. We hope this information finds you well.
  
  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 President
  
  
  
  

• Initial Complaint

  Date:04/11/2025

  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.

  1. Letter requested to bring bikes for port use.2. Letter received however not honored .3. Accused of lying about my disability by ***** in customer service on our ********************** while on boat in port and giving my paperwork to front desk to copy for approval by ports. 4.Having a disability is very difficult and as a person who struggles to keep walking and not give up the thought of me then lying about my condition is most insulting. I can nay wish ***** complete immobility Im his life and I will call him a liar ! 5. Holland America is finished with us!

  Business Response

  Date: 04/14/2025

  
  
  
  April 14, 2025
  
  Ms.******* ******
  ******************
  *****************-7679
  Email: *******************
  
  RE:  Case: 2-10483100797
          Booking: 3LXHXQ
  
  Dear Ms. ******************** you for contacting us regarding your sailing on ms **************** First and foremost, please accept our sincerest apologies for the extended delay in our correspondence. As you are familiar, were experiencing high volumes of communication and as such our response time has increased as we assist each guest as effectively as able.
  
  We are sorry to learn that you had a difficult interaction with one of our staff members during your recent sailing. Our records indicate that back in November you received a letter from Holland America Line informing you that an exception has been made and you were allowed to bring your personal bike onboard. The letter also explained that you would have to keep your bike in your stateroom, and you would not be able to take the bike to any of the ports of call. Our records also indicate that the ship was able to make an exception which allowed you to use your bike in the port of *******.
  
  Holland America Line does offer complimentary wheelchair assistance for boarding and disembarking the ship. However, due to the limited number of wheelchairs on our vessels, complimentary wheelchairs are not available for use while on board or while in the ports of call. If guests believe it would be easier to have a mobility device at their disposal for the duration of the cruise and to take off the ship for excursions, guests may bring their own wheelchair or arrange for delivery of a rented wheelchair prior to sailing. During the cruise, if a guest develops a need to use one of our wheelchairs, a daily rental fee will be assessed. We hope this information is helpful and regret any dissatisfaction with this policy.
  
  Special Needs at Sea and CareVacations are the approved vendors for delivery of mobility devices. Their contact information is listed below for your information.
  
  Special Needs at Sea
  Phone: ************
  Fax: ************
  E-mail: ***********************************************
  *************************
  
  CareVacations
  Phone: **************
  Fax: **************
  E-mail: **************************************
  
  As compensation for the difficulties you experienced, you have asked for reimbursement for these issues. As I am sure you are aware, the cruise fare you paid covers several facets of your sailing, such as your stateroom, dining, port visits, access to public areas and activities on board the ship, films and stage shows, as well as a host of other shipboard amenities and services. Therefore, while we sincerely regret the difficulties you faced,we are unable to honor your specific request, and are very sorry 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 President
  
  
  
  

• Initial Complaint

  Date:04/08/2025

  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 went on a Cruise with Holland America Cruise Lines (A ***************** From Oct 26 2024 through Nov 2 2024. I have attached the boarding pass with reservation information). I played a slot machine in the onboard casino and won a $1600 jackpot. When the casino staff was paying it, the attendant asked if I wanted Cash or Credits. I specifically asked if I take credits, and I have any left when the cruise is over, can I use those to pay my remaining cruise expense bill. The Attendant stated that I could do that, so I took the credits which would make it more convenient if I gambled some more on the cruise. I did not ****** any more. When I checked out, I was told I could NOT use the casino credits, but at that time we were at port to disembark, and the casino was closed so I could not go to get my money.On Nov 11 2024, I contacted ********************** to request a refund of my credits. I have attached the email string). I received a response on 13 Nov 2024 stating they have received my request and gave it a case # of ******. They said it may take up to 12 weeks to receive my check. On 4 Feb 2024 I sent a message stating it has been 12 weeks and I have heard nothing and requested an update. They simply resent the exact message they sent on 13 Nov 2024. On 1 March 2024, I sent another request for update and have received nothing back.I would just like to get this resolved. I have been patient and I do not feel they are acting in good faith.

  Business Response

  Date: 04/09/2025

  To Whom It May Concern:
  
  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 Fun Ships 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 in *******, ** for handling.
  
  Thank you for your attention in this matter.
  
  

  Business Response

  Date: 04/11/2025

  
  
  
  April 11, 2025
  
  Mr.***** ****
  *****************
  ******,CO 80003-5312
  Email: ****************
  
  RE:  Case: 1-10425547899
          Booking: 3R2RWH
  
  Dear Mr. ****************** you for contacting us regarding your sailing on ms *********** First and foremost, please accept our sincerest apologies for the extended delay in our correspondence. As you are familiar, were experiencing high volumes of communication and as such our response time has increased as we assist each guest as effectively as able.
  
  Regarding your inquiry, please be advised that casinos aboard our ships are run by *********************. We expect the vendors with whom we contract to uphold our traditional high standards. We know that onboard gaming is a favorite activity of our Mariners, and we hope you enjoy this venue on your next sailing with us. For all inquiries regarding the funds left in your account please visit ************************
  
  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 President
  
  
  

  Customer Answer

  Date: 04/12/2025

   
  Better Business Bureau:
  
  I tentatively accept the response, but there is no option to accept part of it so this is the only option available to me.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  HOWEVER, I DO understand that they may be busy, but 22 weeks is ridiculous.  If addressing customer issues is taking this long, they should add staff to be able to adequately attend to their customers.   At least they did provide a new url to try to address this issue and I will try that today.  

  Thanks for sending my concerns 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/29/2025

  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.

  purchased a 14 day cruise from Holland America Lines for the Caribbean. The first 7 days were great, entertainment good, ports good...But the second 7 days, the evening entertainment was the same, same comedian show, singers, dancers. I don't drink/got or bars OR go to the casino. We were expecting good entertainment at all evening shows. We went to one of the same ports twice?They claim these shows are ********* quality. If you go to ********* the shows would be at least $100 each. There were 3 of us so i am giving them a discount for the value.they should think about this before advertising it as a 14-day cruise when it is not really. Be upfront a disappointed customer.

  Business Response

  Date: 04/14/2025

  
  
  
  April 14, 2025
  
  Mr.****** ****
  ******************************************************************
  Email: ****************
  
  RE:  Case: 2-10470628079
          Booking: 3P9JHG
  
  Dear Mr. ****************** you for contacting us regarding your sailing on ms **************** First and foremost, please accept our sincerest apologies for the extended delay in our correspondence. As you are familiar, were experiencing high volumes of communication and as such our response time has increased as we assist each guest as effectively as able.
  
  We realize the importance of the shipboard experience in making a cruise memorable and were sorry you were disappointed with some of the entertainment aboard ship. Our aim is to present a variety of outstanding performers and shows to appeal to travelers with a wide range of interests and backgrounds. Our Music Walk is widely recognized as the best live music experience at sea and our World Stage lineup continues to earn similar accolades. All of our guests feedback is taken into account as we plan for the future and we appreciate your taking the time to share your views with us.
  
  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 President
  
  
  

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the Holland America casino department last week to book a free cruise (booking # 3N5P7H) and paid $1080 for taxes/fees/deposit. However, I received an updated booking confirmation yesterday that said I was now liable for the full cost of the cruise without any other communication for the change. Upon calling the casino department, I was told that the booking was no longer eligible for the cruise certificate and that I would either have to pay the full amount for the cruise or have it cancelled. This response in response to Holland America's mistake is absolutely unacceptable as I have already booked accommodations for my trip around this cruise (I am flying to ****** from the US to take this cruise).Firstly, if this cruise was not eligible for booking, how was it even booked in the first place? I talked to two different customer representatives who both told me this cruise was eligible, AND were able to book the cruise. Something is definitely wrong here. This is a blatant bait-and-switch, and also a waste of time for both me and the Holland America team to book a cruise that isn't actually bookable, as now all parties need to deal with escalating and resolving the situation.Secondly and related to the first, this causes major issues outside of the cruise. Now that Holland America has changed their mind on offering this cruise to me, I'm liable for hotel/flight change/cancellation fees and possibly 2 weeks of hotels depending on whether we keep the non-refundable return flight. On top of that, this wasted dozens of hours working on planning the trip around the booked cruise. It's obviously fair to assume that a cruise that has been booked will remain booked, but since that assumption was proven false we have now wasted time and money on the trip.Running low on characters, but thirdly wanted to emphasize the lack of empathy and proper training by some of the customer support team.

  Business Response

  Date: 04/04/2025

  
  
  
  April 4, 2025
  
  Mr.****** ****
  **********************************************************************
  Email: **********************
  
  RE:  Case: 2-10480368271
          Booking: 3N5P7H
  
  Dear Mr. ****************** you for contacting us regarding your upcoming sailing on ms ****************
  
  In reviewing your booking our records indicate that on March 21, *********************************************************************************************************** the free casino offers and as a result you would have to pay the cruise fare for this voyage. When you called in later that day,one of our agents verified that this was the correct information. Our agent gave you the option of cancelling this booking for a full refund or rebooking to a qualified casino voyage which would reinstate the original Casino offer.Our records indicate you declined this offer. As a result, you were informed that you would have to pay your cruise fare in full.
  
  Please be advised that the ***************** is run by ********************* When you book a cruise with the *****************,that department has the final say on what complimentary amenities or credits can be added to the booking and what voyages are eligible for their offers. We are unable to override the *****************s decision in these matters. We apologize if there has been any confusion with the Casino offer you received.
  
  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 President
  
  
  

• Initial Complaint

  Date:02/27/2025

  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.

  My husband and I cruised with Holland America on the ********* on Jan 17, 2025. Our final statement shows that we were incorrectly charged twice for the upgrade from the signature to the elite beverage package. We should have been charged $106.20 only once for the upgrade for the both of us but we were charged twice. Guest relations on the ship acknowledged the error of the overcharge of $106.20 and told us that they could not credit us back on the ship but they would forward the issue to land based guest relations. After emailing *** and calling twice, the issue is still not resolved. I've been told that our case number is still in the review process and they could not even give me a ball park time frame for when it will be resolved. In the mean time, *** has held on to the $106.20 that they owe us for over one month. We would like this amount of money credited back to us ****.

  Business Response

  Date: 03/14/2025

  Dear Mrs. ****************** you for contacting us regarding your sailing on ms ********** We are grateful that you have given us this opportunity to review your concerns and we apologize, for the delay in response.
  
  Regarding charges for internet and Shore Excursion, after reviewing your account, we do not show that you were doubled charged for the upgrade to elite package. The elite beverage package upgrade is ****** per person. 
  
  Thank you again for contacting us with your concerns, and please feel free to follow up with any additional comments or questions.
  
  Sincerely,

  Guest Relations 

  
  

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the link weeks ago. The problem is the company head already mailed the checks to everyone. Now you are telling me I can get the money direct deposit again after a month? I have called and emailed 4 times each. I want to speak to a supervisor. I want some compensation for my time spent trying to get $48 back from Holland America. This has been the first experience with a cruise line I have ever had. I went in five cruise last year. I have called six times, I just find out today. No check was issued for me at all. And no link was sent to me again to get the payment. I am not white and dont have elite status so no one cares whether I get my money or not. I guess I will have to take to the news or media to get help. Wed, Dec 18, 2024, 3:35AM Thu, Feb 20, 2:58PM (5 days ago)to refundsupport, Support Hello, Now I am being told no refund was issued this is the best you can do for me. Really, trip was in Dec. 2024 Holland America Line Logo Holland America Line Hello MS. ********* $48.64 USD refund is now available!COLLECT YOUR $48.64 USD Your link will remain active until 01/17/******* collect your refund:1. Click the button above.2. Use the last four digits of your booking phone number to verify your identity.3. Choose where and how to collect your refund.4. Review the details and submit.If you have any questions, our dedicated support team is ready to assist you at [email protected] then received a voice mail from **** ****** at Guest Relations she told me, she does not know when I will get my refund. A million dollar company can't give me a refund or a date of when I will receive it. I want on board credit added to my cruise account if I should ever choice to cruise there line again. I wants points added to my accounts to bring me to the next status level. I have also been emailing back and worth with guest relations **** ****** and spoke to several people with nothing being done. No new new link, no check

  Business Response

  Date: 03/19/2025

  Dear Ms. ***************** are contacting you regarding your sailing on ms *************** and the anticipated reimbursement of your onboard account. We sincerely apologize for the delay in our response and resolution.
  
  While we anticipated minimal impact for our guests due to a change in post cruise refunds, unforeseen factors have caused significant delays during this fleetwide initiative. We apologize for any inconvenience this may have caused, as we understand this is not the level of service you expect from us.
  
  Your reimbursement has been processed by our accounting department and is on its way to you. You will receive an email from ********************************************* , with a subject line of Collect your refund from Holland America Line and will contain links to **********. This is a legitimate email, and clicking on the ********** links within it are how you will receive your refund. Please be aware that the website will require information from you for verification; this will be the information you provided to us in association with your booking.
  
  If you have difficulties with this refund process, please follow the directions in the email to get assistance with your link. This will ensure that you receive expert, prompt assistance from those who specialize in these tasks.
  
  We apologize for any disappointment and frustration this delay may have caused and can assure you we are working to provide refunds as swiftly as possible. In an effort to show our concern and in appreciation for your patronage, we provide a Future Onboard Credit for $50.00. This will be issued as Future Cruise Credits please see the Terms & Conditions disclaimer at the bottom of this communication.     
  
  We thank you for your continued patience and understanding as we work through this process.
  
  Sincerely,

  Guest Relations 

• Initial Complaint

  Date:02/24/2025

  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.

  Holland America Line ***** charged my credit card on December 25, 2024 for $3,884.00 as a fine for leaving their ship on December 24, 2024. A *** representative represented that the itinerary would not be a problem in regards to seasickness and that the Pacific was more calm than the Atlantic. My family, including my children, experienced horrible seasickness, sheer torture, for 5 days on the Zandaam, I vomited 5 times and lost about 10 pounds **** family suffered terribly. The cruise line didn't make any effort on our behalf. No-one came to speak with us, despite my going to the front desk on the 2 days prior to disembarkation. There was no offer to refund us for our having to cut from 16 days to 5 days. At times, we couldn't even stand up without getting sick due to the 25 foot swells. We had been on 6 cruises with different Lines and never experienced such conditions. To add insult to injury, the cruise line refused to send a note to the ***** of Homeland Security (DHS) Inspector, who had pity on our condition and the financial burden that the penalty created for us in order for us to disembark and would consider waiving the $3,884.00 fee. While we were warned of a fee to disembark by the cruise line, it was in very small print buried in a very long contract and made no mention that it was a very substantial fee. We thought $50, $100, maybe a few hundred, but never imagined it would be $3,884.00. We strongly believe it was fraud to not properly warn us of the costs to disembark, and most of all, to refuse to issue just a one sentence request to *** to waive the $3,884.00 fine. *** did not warn us of the health risk of the high seas on this route which one crew member said they knew about. And they did not make any effort to mitigate our damages by issuing a note to waive our *** fine. Although we would like a refund of $7,493 for the cruise, we would drop this complaint if they had the decency to request a waiver of the $3,8874 fine. It would cost them nothing.

  Business Response

  Date: 03/19/2025

  
  
  
  March 19, 2025
  
  Mr.***** *****
  **************
  *********,FL 34210-6602
  Email: ********************
  
  RE:  Case: 2-10438924838
          Booking: 3KWM8J
  
  Dear Mr. ******************* 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.
  
  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. However, after carefully reviewing your issues once again we are not in a position to offer compensation or alter our previous response to you.
  
  Our records show that you were made aware of the charges for violating the ****************** Act and that there would be no refunds or compensation for disembarking the cruise early due to personal reasons because you not only agreed to the Cruise Contract but also signed paperwork in acknowledgment of these fees and lack of reimbursement.  We hope you can understand our decision 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 President
  
  
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22984562
  
       I am rejecting this response because the business says I am aware of the penalty, but as I said in my statement: *** said they would consider waiving the penalty if the cruise line were to simply send over a brief note to Inspector ***** requesting a waiver. The business refuses to show any good faith effort to mitigate damages. This whole dispute would cost the business not one ***** to resolve, if they just cared enough about their customer to just send a note to the Inspector to waive damages. The Inspector cannot send a note to himself to request waiving damages, he has to receive it from the cruise line. The business has gone out of their way to prevent us from having the benefit of a waiver when it would cost them nothing to do. The business has gone out of its way to add insult to injury by not trying to help us. After all, we were told by the business representative that the Pacific would be calm and then we spent 5 miserable days vomiting and yet the business not only refuses any type of refund or credit, but also refuses to send a one sentence note to the Immigration Inspector to waive our fee of $3,884.00. The business has some obligation to provide a pleasurable experience onboard, which it did not. And then when we disembarked, it made no attempt whatsoever to make a positive experience by sending a note so that we could avoid the financial hardship of paying an additional $3,884.00 penalty in addition to our $7,493.00 fee for the 18 day cruise of which we were only onboard for 5 days.

  Also, I would like to say that the contract from the business was extraordinarily long and in very small print and that most people could not read and fully understand it. It was very misleading when it talks about charges to leave and most certainly does not mention that there would be substantial charges, let alone charges in the thousands of dollars for a family of four. Most reasonable people might expect some fee to disembark in terms of some processing fee, but would not imagine such a tremendous fee of $3,884.00 for the privilege of leaving the ship after 5 days of vomiting. 

  The business also claims that we "were made aware of the charges for violating the ****************** Act," but that is not true. We were never made aware of the charges. They never told us it would cost a family of four $3,884.00 to leave the ship. We were only told there were charges, but we were never told what they were. We feel it was misrepresentation because we would have never have taken the cruise, nor would many others, if we were honestly told how much it would cost to leave for seasickness, which is something they are very aware of, but seem to try to avoid taking any responsibility for, (such as providing a note for a fee waiver). Also, it is not true that we left for "personal reasons," but rather we left because of extreme illness which included vomiting, dehydration, and weight loss and malnourishment. We left because we had to leave. It was a matter of life and death for me as a senior citizen. I didn't just leave for personal reasons, but rather for exigent life threatening reasons. 

  Also, the business claims that we "signed paperwork in acknowledgment of these fees and lack or reimbursement," but we did not sign papers in acknowledgment that the cruise line would not make the slightest effort to make our experience enjoyable by doing the bare minimum of sending a note to waive our fee. We find their mean spirited attitude and complete lack of care for the customer is contrary to the purpose of their business. And while we are contemplating litigation to that effect, we would still forgive them and let bygones be bygones and drop our complaint if they would at the least have the human decency to send a note to Inspector ***** of DHS requesting a waiver. 

   

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

• Initial Complaint

  Date:02/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Holland America sent me a email on February 20, 2025 stating that I could buy a 18 day cruise from ********* to ****** and back from Jan 27-Feb 14, 2026 at a starting price of $464.00. After calling their reservations, I was told the price is wrong and the price is over $2,200.00 for an interior cabin room. I told the agent I wanted the advertised price. He refused to honor the price. I then called several other Holland American numbers seeking resolution. I spent over 6 hours doing that with no one owing up to the responsibility of the ad. This was clearly a bait and switch tactic.

  Business Response

  Date: 02/26/2025

  We will respond to the guest directly.  The screenshots provided didn't show anything the guests mentioned. We do not use bait and switch tactics.  

  Here are some facts for review. 

  -         The pricing for this promotion was not erroneous.
  -         The flier states Special Fares starting at $937.
  -         The list of voyages that accompany the offer range in pricing which is covered by the Starting at line on the flier.
  -         The voyage the guest booked (I616 18 day circle ******) starts at $1,249 per person (not including the required cruise fees and expenses, and included government taxes and fees) for the entry level interior,category N.
  -         In comparison, voyage I569 (13 day ***************)starts at $399 per person for the entry level interior, category N (not including the required cruise fees and expenses and included government taxes and fees).
  -         Each voyage that is listed on the flier has different pricing, not all voyages start at that rate.

  In conclusion: The pricing for the selected voyage is accurate. Cruise fares for this voyage begin at $1614 including all fees. The increase from the $1,614 (including the cruise fees and expenses)  per person to the amount the guests are currently priced at $1,684 (including the cruise fees and expenses) per person is due to the upgrade cost from the category N to the category J.

  Kind regards, 

  Guest Relations

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22973661
  
  I am rejecting this response because:

  The advertised price for the 18 Day Hawaiian cruise is starting at: $464.00 per the ad. See attached email pictures to me from Holland America (HA).
  

  The HA response saying that the price starts at $937.00 is hogwash! The person making the reply is trying to hide the fact that HA made a bait and switch AD. HA do not owe up to their policy of Owing up to issues. 
  

  I again state I was sent a price of $464.00 for the 18 day cruise starting Jan 27, 2026 from *********, ***
  

  I want HA to honor the ad sent to me. If not, please log this complaint as a deceptive ad.

  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:02/21/2025

  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.

  Hello,******** has hired StockPerks to handle on board credits with Holland America. In order to get the credits you must download their app, which then you have to upload your personal stock information, which also entitles StockPerks to see all your stocks not just Carnival stock, according to review pages on this company. When asked for other options I was told this is the Only Option. Yet I found the following on line....***** ***** Mon, Feb 10, 2:20PM (10 days ago)Five steps to apply for onboard credit as a Carnival stockholder Applying for Carnival shareholder stock is simple if you follow these steps:Own at least 100 shares of Carnival stock Print, copy or scan your proof of shares Black out your address and account number Send proof to your ********************** line before your cruise Check your online cruise planner for the *** a few weeks before your cruise departs Youll need to mail, email, or fax proof of your shares to your specific cruise line at least three weeks before your sail date. (Click here for a list of mailing addresses, emails, and fax numbers for each cruise line.)Proof of shareholder status could include a copy of your shareholder proxy card, a dividend tax voucher, or a nominee statement with both your mailing address and brokerage account number blacked ****** sure to also include your full name, reservation or booking number, ship name, and sailing date to ensure youre credited correctly.......Send me the mailing address as stated above....If this is not true then please explain why I should send personal information over the internet?Sincerely ***** *****.......They expect elder Americans to navigate downloads and uploads and refuse to communicate over the phone. Now they control the conversation, email only, and opt out never to be heard from again! Then I found that website and three days later no response other than an auto response. The internet is not secure, period! Asking this is too much risk.

  Business Response

  Date: 02/21/2025

  To Whom It May Concern:
  
  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 Fun Ships 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.
  
  Thank you for your attention in this matter

  Business Response

  Date: 03/05/2025

  We are responding to the guest directly with the full email.  

  Here is an excerpt to address our guests concern. 

  Thank you for your inquiry regarding the ******************** Shareholder Benefit. The Shareholder benefit is a ******************** Policy.This is not something set by Holland America Line and we are unable to modify the requirements.  While guests were previously required to submit the documentation via fax or mail to the World Cruise Reservation Department, this is no longer an option. The content you posted is an excerpt from a Third-Party Webpage and not the current process as the submission requirements have changed.  

  The only way to receive the Shareholder Onboard Credit is by submitting the request via the Stockperks App. Guest can contact Stockperks Customer Support and Resolution by emailing ********************* Here is a ******* Video showing the process on Stockperks account ******************************************************; While we realize you are not comfortable with this option, we apologize, however submission via the application is required to receive the onboard credit.