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:06/15/2023

  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 our airfare with Holland America for our cruise. We paid for upgraded seats last May for a cruise in September 2022. The flights were changed by the airlines and the new flights did not include the upgraded seats. I have contacted Holland America many times for a refund on the upgrade. On February 15th I received an email advising me that the refund in the amount of $1583.20 would be processed and sent to my credit card. I sent an email last month and this month and still have not seen the refund. I am attaching a copy of the Holland America email from February 15th. Holland America Line Case #1-9291852669 Booking XK2RXN ******* February 15, 2023 ****************************** Email: *************** RE: Case: 1-9291852669 Booking: XK2RXN Dear *******************: Thank you for contacting us regarding your sailing on ms ********** We do sincerely apologize for the delay in response. This is due to an increase of emails and phone calls we are receiving at this time. We are processing a refund for the airfare. This refund is in the amount of $1583.20 USD and will go back to your credit card ending in ****. Please allow significant time for the refund to process back to your credit card. We apologize for the delay and any inconvenience this caused. We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best. Sincerely, ********************* Special ************** of the *********

  Business Response

  Date: 06/27/2023

  
  
  
  June 27, 2023
  
  RE:  Case: 1-9291852669
          Booking: XK2RXN
  
  Dear *******************:
  
  Thank you for contacting us regarding your sailing on ms **********
  
  We apologize for any frustration caused by the delay in processing your refund. Our ********************* is working to finalize this as quickly as possible and we regret the inconvenience. We do show your refund processed from our system on June 14, 2023 and should show on your credit card soon.
  
  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:06/08/2023

  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.

  Our 18 day dream vacation cruise to ****** came to sudden end on April 21st, when my wife tripped on Hollands Koningsdamm excursion and broke her hip needing full hip replacement. I did a full disembarkation process on the ship at customer service desk as well as the medical office on board for medical disembarkation . So our cruise ended on April 21 , the ship then continued till it arrived back in Vancouver on May 01. My wife had the surgery on April 22 and remained in hospital till April 24th. Our cruise had included "have it all " package and we had also prepaid the gratuities for all 18 days. It was not till May 02 we got the invoice from the ship. This is when things went for the worst. Holland charged our on board account on April 24 for green house spa ****** us dollars , on April 25th, ***** US dollars , again green house spa, and on 25th , spa ****** , which was reversed. and credit card closed out on 26th using prepaid gratuities and onboard credit was charged additional ****** us to our credit card on file. To this day we have not received any refunds , having called and emailed them almost daily, each time getting different information , different personnel. On May 17th we were advised that we will receive refund of ******. On June 07, from another person we were advised we will get nothing back. We have all the proof that we were not on board during this time . We had never made any spa bookings. We are looking for all the charges to be refunded to our credit card. We can provide booking number and claim number and proof we were not on board.Thank you ****** and *********************

  Customer Answer

  Date: 07/07/2023

  Sirs
  
  Holland America  has advised us that a check will be mailed to our address. In addition our **** was partially credited .
  Thank you
  ****** and *********************
  

  
  

• Initial Complaint

  Date:06/03/2023

  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 May 31 received an email from Holland saying our cruise has been changed and locations would be different. When we booked the cruise it was because of where the ship was going. They deleted two countires and a city we were looking forward to going to. We called and were told told we would receive a refund from Holland. We opened an email from them today and they are charging ** ****** dollars because we cancelled. They are the ones that change the agreement and ports of call not **, we would not have booked this cruise with the changes they made.

  Business Response

  Date: 06/16/2023

  
  
  
  June 16, 2023
  
  ********************************
  Email: *****************
  
  RE:  Case: ************
          Booking: 2RVM5N
  
  Dear ******************:
  
  Thank you for contacting us regarding your sailing on ms ***** Statendam. We are grateful that you have given us this opportunity to review your concerns and to express our regret for the disappointment you encountered.
  
  We understand the displeasure our guests feel when a planned itinerary is revised and we sincerely apologize for your disappointment. As you may know, itinerary changes are not uncommon within the cruise industry and may be necessitated either in advance or while in transit. However, such changes are only undertaken after comprehensive review and evaluation. As stated in our brochures and online, an itinerary may change on any given sailing for a number of valid reasons, and though we make every effort to maintain an original itinerary, unfortunately, it is not always possible. We deeply regret the necessity of this change and we are very sorry for the resulting dissatisfaction.
  
  We do show that your booking was cancelled on June 2, 2023,and you received a full refund back to your card for the amount paid.
  
  Again, please accept our apologies for your disappointing holiday. We hope that despite the issues you encountered well have an opportunity to welcome you back on board.
  
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

• Initial Complaint

  Date:05/22/2023

  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 purchased the have it all package (enhanced wifi, unlimited drinks, special dining- 6 meals and 600$ worth of excursions) for $50 a day for my husband and myself. For this 21 day cruise it added up to $****. My husband had a heart attack the second day of cruise and we had to be debarked to hospital so we basically lost the cruise. i asked for the have it all money back as we had only enjoyed 1 day of the cruise but they declined. they said it was a special promotion and because we bought it before the cruise we were not entitled to a refund even tho we did not use any of the have it all after one day. it felt really bad because we had to air evac my husband (17,000$) the loss of the cruise and the have it all on top of that. They are just about money and obviously dont care about passengers in trouble- although the medical care was excellent. We think we should get our **** back.

• Initial Complaint

  Date:05/21/2023

  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.

  I purchased a HA cruise via Prestige, and everything was just fine. I also convinced some family members to come along, so we actually ended up with two linked reservations. Things absolutely fell apart when I tried to book a pre-tour hotel. This should have been a routine request, as I'm sure this happens everyday. I have booked with Prestige and HA previously, and never had any issues. From the moment, I attempted to simply book a pre-tour hotel, this has been a fiasco. To make matters worse, HA owns the pre-tour hotel. The fact that this is still not resolved is mind-blowing. I was first told I would be paying one rate total for all three members of my party. I repeatedly asked if that rate (around $128) was the total for all three guests and was repeatedly told yes). This simple request took about 30 mins or so. I then called back with my aunt on the phone to get her room added, and received the absolute worst customer service I have ever received. The agent did not speak English and was spouting off nonsense. He would not allow my aunt to book a room, saying it had to go through Prestige, which I knew was not true since I booked mine through HA. He then told us it would be $999 for the room? We kept asking to speak with a supervisor and were ignored. He eventually hung up on us. The fact that this is the level of "service" we received is highly disturbing. After multiple other calls, I ended ** in the solutions department with ****, who tried his best to help. I was on the phone that time for over 2 hrs. There was a major discrepancy between the $128 I was told was charged to my card and what was sent over to Prestige. I ended up being told that I would need to pay over three times that amount for the room, which I agreed to do after **** provided SOME onboard credit to compensate, even though the rate I agreed to pay minus the ** is still much higher than what I was originally told. Continued below...

  Business Response

  Date: 05/30/2023

  
  
  
  May 30, 2023
  
  ****************************
  
  
  RE:  Case: ************
          Booking: 2K2L2M
  
  Dear ******************:
  
  Thank you for contacting us regarding your sailing on *****************. 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 are very sorry that our reservations procedures did not meet your expectations and sincerely regret any frustration this situation caused. Our reservations agents are provided with up-to-date information and procedures regarding the complex aspects of our vast cruise offerings. In addition, our primary goal is to offer courteous, respectful, efficient service at all times. Your comments will be provided to our Resolution Specialists team for their review and they will follow up directly. Guests are the heart of our business, and we sincerely apologize that your experience was not satisfactory.
  
  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:05/17/2023

  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.

  holland America overcharged ** at the end of the cruise by ******. We have called. Numerous times. They keep promising to return our money and its been since August ! They charged us for strangers bar bills. Our cruise included free drinks. We call them weekly and they keep promising ** a refund. We are so upset and we will not let this pass. Please help Case number ************

  Business Response

  Date: 06/16/2023

  
  
  
  June 16, 2023
  
  *************** *************************
  Email: **********************
  
  RE:  Case: ************
          Booking: XCMV3C
  
  Dear ****************:
  
  Thank 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.
  
  We apologize for any frustration caused by the delay in processing your refund. Our ********************* is working to finalize this as quickly as possible and we regret the inconvenience. We show that the refund processed back to your card used onboard May 24, 2023.
  
  Again, please accept our apologies for the delay. We hope that despite the issues you encountered well have an opportunity to welcome you back on board.
  
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

• Initial Complaint

  Date:05/12/2023

  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.

  Holland America agreed to reimburse me $1620.42 regarding events around a cruise scheduled in April of 2022. I was told the latest I would receive this check was late January of 2023.After emailing and multiple calls I still have not received this check. I was told the approved reimbursement request went to the bank on January 5, 2023 for payment. What else must I do to get this check sent to me?SR Case #: 1-9275950561

• Initial Complaint

  Date:05/09/2023

  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.

  Dear Holland America,I received a casino email offer on the 3rd of May. We had left for Europe on the 28th of April as we were on an 8-day Princess *********************** so it is hard to call/get ahold of people in another country. We decided we would like to take the 11-day Adriatic Dream on October 29, 2023, on Nieuw Statendam. We wrote *************************** as she was listed as the 'travel consultant'. I had called her overseas and left a message as well as asked her to hold the ********************** for us because we get back from the Princess ********************** on the 8th at night and the booking says needs to be done by the 8th. The uploaded files show the email I forwarded as well as the original email that had all the information needed including the campaign code. We didn't know where to find the Campaign code, so we forwarded the entire email. I understand that offers expire and that's why we spent the time and effort while on vacation in another country to get the request thru. I even called again in ******* on the 8th as we were transferring and left a message but didn't get a call back until the 9th. ***** said it's too late and no other offers at the time. I asked if she could talk to anyone, her boss or someone but seemed like the offer expired and nothing she can do about it. My feeling is someone should be able to do something about it. Campaign ID: ********* should be honored. We did everything possible to get it while we were having fun on vacation in another country. I'm not complaining about your consultant but the fact nobody will help fix the issue. I can understand that if we had waited until the 9th to contact Holland it would be too late but we started this on the 3rd of May with the email and still nobody seems to want to honor it.

• Initial Complaint

  Date:05/05/2023

  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.

  On 3/28, while on a Holland America (**) cruise to *****, we booked a 27-Day Amazon Explorer cruise, 08 February ****-07 March **** (** booking 2J8L4H) for $6,664/person. The price included a refundable Have It All Early Booking Bonus purchased at an additional cost of $1,750/person. Additionally, the booking had $850 onboard credit (***) attached to it ($225/person *** for onboard booking and $200/person *** for early booking bonus). We were told by the onboard ** agent that the Bonus Have It All package could be removed by our travel agent without penalty if we wanted to.After arriving home, we called our agent to remove the Have It All package from our booking. Our agent made four calls, receiving different answers from ** on the amount of *** available for the cruise and the cost difference of the cruise. The gist of **'s response was that removing the refundable Bonus Have It All would be a re-faring event, reducing the *** and increasing the price of the cruise fare.It appears that to remove the "refundable" Bonus Have It All, ** is re-faring the cruise, and thus rebooking the cruise at the current price with current incentives, i.e., since the booking is no longer onboard ship, the *** of $225/person is removed and the cruise fares increased based on cabin fare at the time of rebooking. This practice is NOT what we were told when we originally booked on board and it does not seem to be what is advertised on the ** website.If the refundable Bonus Have It All promotion was as advertised, with the Bonus Have It All refunded, our fares would be $5,314/person with $850 *** from ** onboard and early booking incentives. Note: the Bonus Have It All promotion (attached) does not indicate any special conditions attached to the refund.

• Initial Complaint

  Date:05/01/2023

  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 were going an ******* cruise and were denied boarding in Vancouver ******. The cruise line had a "Protection Program" in place that stated in a case like this our out of pocket expenses would be reimbursed. They refunded ** the "Cruise Credits" which enabled ** to take the cruise at a later date with the understanding our out of pocket expenses would be reimbursed within **** weeks. We were denied boarding June 12th 2022 and filed for the reimbursement around June 20th 2022. We were sent a notice saying our expenses were approved on June 23rd 2022 and we would be receiving reimbursement in **** weeks. It is now May 1st 2023 and we have received no reimbursement. I have make many calls and sent many emails with very little response **************** is non responsive vague and very elusive. Here is the booking and case number ************ / Booking: XP8VDJ - ****** [] {*******}. I have attached the original letter saying we would get a refund. We have supplied every receipt they ask for and we get very little or no response. Please help in anyway you can.