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.

close

Find a Location

Holland America Line has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/29/2023

  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.

  An abominable check in process. We are still in line almost an hour after we arrived at the terminal. Fundamental issue with automated facial recognition machines not working. Line for manual check in moving at a glacial pace since only four counters open and no initiative to move staff from useless automated machines to manual check in counters. We have witnessed over 90% of other passengers also needing to go through manual process. DREADFUL EXPERIENCE BEFORE WE HAVE EVEN BOARDED THE ***** We had hoped to have spent this 1 hour+ enjoying a buffet or promenading around the decks.

• Initial Complaint

  Date:04/18/2023

  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 have been working with Holland America since beginning of September 2022 in regards to the cruise portion of our trip that was canceled due to Covid. Case: 1-9332240712 Booking: XJXL9Q We are still waiting for REFUND of TAXES, PORT FEES, and TRANSFER from Ship to Airport. The entire process has been nightmare, we have been told so many different things, in addition to all the emails sent and Long wait times when you call Guest Relations (1 to 3 hours hold time). First it was let Insurance handle as you may get bigger refund that way. The ***************** said NO, Holland has to handle first. When I first went back to Holland a very nice Rep said yes Holland had to handle first and we were also entitled for daily meal allowances during our quarantine period, even though we chose to go home and quarantine there it would not make any difference on the meal per diem. November 2022 we get a letter from Holland saying No, we are not entitled to the meal allowances as we chose to quarantine at home. We will get Future Cruise Credit for the canceled cruise. The cruise credit has been processed to our account. However we are still waiting for the taxes, port fees and transfer from ship to Airport refund to be processed. Since January of 2023 both myself and TA have called Guest Relations. I was notified Nov 28, 2022, regarding the *** Holland America has had more than the 6 to 8 weeks since then to process the refund. My last conversation with Guest Relations at Holland America was In March 2023 and was told it has been approved and in the Que to have refund processed. On April 10, 2023, our TA checked on the refund again and was advised that this should have already been handled already, and it was being escalated to Supervisor. We have new Credit card number for refund, Holland will not use, said it has to go on card used. We love cruising with Holland America, We need this refund processed now, we want to pay off the new cruise booked already.

• Initial Complaint

  Date:04/06/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Upon returning home from a Holland American line cruise to the Eastern ********* on ship *********, Jan. *****, 2023, my credit card showed a charge of $77.31 that was fraud since my onboard account was $-8.83 in my favor when I disembarked from the ship. I referred the charge to my bank and H. A. L. advise that the extra charge was for contents of a mini bar. I DID NOT use the contents of the mini bar and it was full when I left the room. My Mariner ID # was ********** and I travelled with my spouse who also considers that this charge is fraud. We want to receive a check for $77.31 since we had to change our credit card to insure that *** did not steal more money.

  Business Response

  Date: 04/12/2023

  
  
  
  April 12, 2023
  
  Mrs. ***********
  *************************
  *************, FL33782-4031
  Email: ***********************
  
  RE:  Case: 1-9621687264
          Booking: XL8GHQ
  
  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 are very sorry there is a discrepancy between your onboard account and your credit card charge, and we apologize for any resulting frustration. We have requested a refund of the mini bar charges to your credit card. Please allow for approximately 6-8 weeks for refunds to be processed and know we are doing everything in our power to expedite where possible. We sincerely regret any inconveniences and greatly appreciate your understanding.
  
  Thank you again for contacting us with your concerns, and please feel free to follow up with any additional comments or questions.
  
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer Answer

  Date: 04/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/06/2023

  In early April, 2023 I asked for assistance from BBB and was given case #******** wherein Holland American Line was to reimburse me $77+  for erroneous billing charges; please review the case in your files.
  As of today, June 6, 2023 I have not received any refund from Holland America. Can you please investigate. 
  thanks so much
  **************************
  

  
  

• Initial Complaint

  Date:03/24/2023

  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 was to have received a refund of the $200 deposit I paid for me and my wife. I called on March 8, 2023 and was told the refund had been made. It has not been made and I called my credit card company to confirm the non payment.I called two more times and was subjected to long waits on hold. Three days ago I called and was put on a long hold. The agent stated she had contacted their credit card department and would call me back THAT DAY and advise on the situation. I was not called back. I called again today and was told the credit department had not called back. I asked to speak to a supervisor and was told they did not have any. This service is unacceptable. THE BOOKING NUMBER IS HTDDCW ******************* ************

• Initial Complaint

  Date:03/19/2023

  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.

  Due to being sick with COVID I was unable to go on the ******* cruise on August 16, 2022. The cancellation was sent to the travel agent within the Holland America guidelines. As per their policy the refund is to be returned to the exact form of payment, which is a credit card. Partial refund for side trips was received. They did put a $2096 refund credit into my *** account, which is NOT the credit card used to pay for the trip. This is what their policy states as to how refunds are to be processed. It has been a 7 month struggle to get responses from *** much less the appropriate refund. I need the refund to be put on the credit card not their internal system accounts. The original credit card is no longer valid and the replacement card number was sent to *** *** help you can provide is appreciated.

• Initial Complaint

  Date:03/16/2023

  Type:Delivery 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.

  March 14;2023 xv9k2q would let on ship

• Initial Complaint

  Date:03/15/2023

  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, ****************************, 0n December 27, 2022, I came down with the Covid-19 Virus aboard Holland America's Zaandam ship which left Port **********, ******* on December 20, 2022 for ************* for a 16 night cruise. Both myself and my husband ******** have had all our booster shots for this virus and were tested the day before embarking onto the ship.Holland America failed to require all passengers to get the Corona Vaccine and to show proof they tested negative just prior to embarking onto the ship, thereby allowing one or more passengers to infect me. I was quarantined to my cabin for 3 days and deprived of using any facilities other than food. As a result, I was unable to use any of the many facilities and venues on the ship including going to shore in ********, ********* or **********, ********, or **************, **********.Furthermore, my husband stayed at my bedside during these times. He too was essentially deprived of the same things. He was also required to have the Medical Staff get a nasal sample from him for 7 days.The cost of the cruise for each of us for the 16 nights was $5,573 or $348 per day. Missing 3 days was $1,045 loss per person. Additionally, Holland America charged me $792.46 for their services and medication

• Initial Complaint

  Date:03/13/2023

  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.

  My husband and I booked a cruise with Holland America to ***** and across the Pacific to ******. We maintained contact with Holland America frequently regarding ******* Covid's requirements. On January 30, 2023 ***********************************, Documentation Specialist for Holland America, informed us that we should follow ******* covid requirements for tourists regarding the cruise we scheduled for ****** We did. What we learned was ***** desired but no longer required any covid vaccination at all to enter the country but required a negative test 72 hours before arrival. We completed all required ***** documentation and the government through its website began a countdown for us to be tested. This was 70 days before the sailing date and no vaccination testing requirements had yet been posted by the cruiseline. On February 24 we completed our boarding documentation. When we selected the link to view the covid requirements for the cruise we saw, "Not Available." It was not until March 11 we received an email from Holland America stating what we saw for the first time, a covid booster was required. This requirement is in contrast to ******* requirements. This requirement was announced only 30 days before the cruise!! We applied for an exemption and were denied immediately. We called our cruise consultant. She was not interested in customer service. This ********************** consultant, *****************************, was assigned to us after our cruise consultant for years retired. ******************** was not at all helpful and was rude. We asked to have a supervisor call us. We have not yet received that call. We are concerned about this Bait and Switch legal situation. ******************** insisted we either find another cruise for equal value and still accept the loss of $2900.00 or get a booster or get a refund and still eat the cost of $2900.00. For health reasons we cannot get a booster. This Bait and Switch legal situation gives Holland America $2900.00 per customer with no services rendered.

  Customer Answer

  Date: 03/20/2023

  Thank you for your help with my complaint to Holland America Cruise line.  The complaint number is 19589697.  *********** and I spoke and we have resolved the issue.  Thanks.

   

   

  ******************************

• Initial Complaint

  Date:03/09/2023

  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.

  We cruised with Holland America Lines (***) **** 22-July 06, 2022 (Booking XJ4K9L). We booked Business Class airfare through *** and bought their Platinum travel coverage. Due to a strike at SAS Airlines, return flights for 2 of our party were canceled.When we were notified of the canceled flights on July 5th, ***** Services aboard the ship told us ***s ***************** would rebook us. We never received any information from Flight Ease. ***** Services later said they were overwhelmed with cancelations and suggested we *********** our own return flights. The first fully-refundable Business Class seats we could find departed on July 8th. That meant 2 extra days in **********. We incurred USD $11,916.34 for additional airfare, hotel, meal and other expenses for those 2 days.After returning home, *** told us to file a claim through Aon Affinity, their insurance company. We submitted claim #********* to Aon on July 12, 2022. *** said it would take 30 days to process our claim. After 30 days, we were told they had all the info they needed, but were very backlogged. On October 14, 2022, we finally received refund checks totaling $1,004.76, a fraction of what they owed us. The Aon *** said our claim was incorrectly classified. She said she would reclassify and resubmit it, and that all our expenses should be covered. We've heard nothing from them since.We then contacted ********************* The *** *** said *** would cover all expenses that *** had not. He said to submit a new claim to ***, which we did on November 4, 2022. He said we should receive payment in 4 to 6 weeks. It has been 4 months since, and weve heard nothing. We booked our air travel and trip insurance through *** to ensure we'd have their support if any problems arose. Clearly, we shouldn't have counted on that.We request BBBs help in getting *** to pay us the remaining $10,911.58 owed to us for expenses we incurred. Details on attached documents.

• Initial Complaint

  Date:03/03/2023

  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.

  Dear Whom It May ********* am writing to express my strong dissatisfaction with my recent cruise trip on the Westerdam ship from December 20, 2022 to January 3, 2023. I had a very unpleasant and unsafe experience with the balcony door of my parents' room (Rm ****) which was compromised and posed an extreme safety concern.On the evening of January 1, we noticed that the balcony door was not properly sealed and one could clearly hear and feel the wind passing through the cracks. The sound of the wind whistling through the balcony door was extremely loud and difficult to ignore. It made us feel unsafe in the room as we had concerns about the integrity of the balcony door and were afraid that it would not stay closed and suddenly blow open during the night.We immediately contacted customer service to report this issue but it took quite a long time for them to send someone (an officer) to come check the balcony door. Even he was surprised by how loud the wind noise was. He tried to fix it but he was not able to resolve it completely. He then told us that we had to move to another room as there was no other way to fix it.This incident disturbed our evening plan as we intended to play cards but then we had to wait around for someone from staff to come and try to resolve the issue. It also caused us massive amounts of inconvenience as we had to pack our belongings and relocate to another room in the middle of the night. We were very tired and frustrated by this ordeal.I am very disappointed with this situation as I expected a much higher standard of service and quality from Holland America. This was supposed to be a relaxing and enjoyable cruise trip for my family but instead it turned out to be a stressful and unpleasant one.Moreover, this incident made me question *the structural and mechanical integrity and upkeep of your ship, Westerdam. How can you assure me that your ship is safe and reliable if you have such a serious defect in one of your rooms? How can you guarantee that there are no other problems with your ship that could endanger your passengers?I request that Holland America compensate us for this inconvenience by offering us a refund or a voucher for a future cruise trip with Holland America. I also hope that Holland America will take measures to ensure that such incidents do not happen again in your ships.(Booking #XC5VXJ)

  Business Response

  Date: 03/08/2023

  
  
  
  March 8, 2023
  
  *****************************
  Email: ************************
  ***********************
  Email: *******************************
  
  BBB #******** (*************************)
  BBB #******** (*******************)
  BBB #******** (*******************)
  
  RE:  Case: 1-9556731877
          Bookings: XC5VXJ  & XC5V2G
  
  Dear ************ and ************:
  
  Thank you for your multiple emails 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.
  
  Please know your stateroom situation has already been addressed with your mother, Mrs. **** and father, ************* As previously written, you and your party were offered alternate staterooms which you chose to decline.
  
  It is also the policy of Holland America Line to afford equal opportunity to all individuals regardless of race, creed, color,religion, national origin, **** age, marital status, sexual orientation, gender identity, veteran status or mental, sensory or physical disability. Each traveler has the right to avail themselves of all facilities and services our ships have to offer. We make every effort to provide the same high standard of service to each of our guests, and we sincerely regret if your experience was contrary to our goal. Please accept our heartfelt apologies for the displeasure and concern described; we will certainly do our best to remain true to our goal of overall excellence for each individual, at all times.
  
  Regarding the situation that transpired between other guests, we apologize if you feel it wasnt handled properly. Our staff must walk a fine line in these cases, taking into consideration the nature of the complaint and the sensitivity of all involved guests. While such concerns are infrequent, our shipboard Security and Guest Relations teams are trained to manage and monitor these situation during a voyage and we regret if you feel their efforts fell short.
  
  Lastly, we are unable to honor your request for a refund as we did provide you with compensation in the form of Future Cruise Credits (FCC)in the amount of $250.00 CAD per person for you and your sister, ******* and $500.00 CAD for each of your parents. We received an email from your mother requesting that your FCCs be moved over to your sister, ******** which we have done.
  
  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 *********