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:01/18/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I were on the ****** Canal cruise January 4th to the 15th 2023. Booking number Xcgdcc. We were on the eurodam holland america. We checked out on the 15th we were charged at the gallery bar charges 9.85-18.70-19.70. Totalling *****. We were never at the gallery bar. Plus we had the drink package so we shouldnt be charged anyway. We would like to be refunded on our credit card if possible. Please let us know thank you ******* and *******************

• Initial Complaint

  Date:01/18/2023

  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.

  During our May cruise I contracted COVID. When I first got sick the clinic could not see me for two days so I self quarantined even though I thought I had a sinus infection.When I was seen two days later they diagnosed me with a sinus infection and COVID. They started counting on that day instead of the day I got sick. This delay meant that I could not continue in the land cruise and had to deviate in ********* to the isolation hotel for 6 days.I completed my reimbursement request and submitted in June 2022. I never heard from Holland America until my travel agent contacted them in September to request action. On September 8, 2022, I received a letter via email from ***********************, Special *************** of the ********* indicating my refund was approved and would be received by check within 60 days from date of request (which was originally made in June, so they could not have met that promise). After hearing nothing back from Holland America by January I contacted our travel agent again. She responded that the cruise line customer service were on a ********************** and no one could take the call until after January 9, per Holland America. This is not a small refund and I have been paying interest on my credit card while awaiting this refund of *******. My husband and I bought 6 tickets for this cruise! When one of the travelers could not go we were not permitted a refund, because the other person for that cabin was still going.We also received only one refund (that we can track) for an excursion that was canceled by the excursion company due to weather ($400).I was promised a cruise credit as well, but I assure you based on this experience I will not be cruising with Holland America EVER AGAINunless they find sone remarkable way to address the very poor customer response and service I have experienced in the past 8 months.I have tried to resolve by calling Holland America, myself, but can NEVER get anyone on the phone even after waiting for 30 minutes or ****.

  Customer Answer

  Date: 02/13/2023

  We received our check today from Holland America.

   

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

• Initial Complaint

  Date:01/09/2023

  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 was on ***************** ship last August. Booking # XNVNHN, I have celiac disease and had many, many problems obtaining gluten free food. I have sailed numerous times with *** before and enjoyed delicious food the entire time so I certainly did not anticipate being hungry and frustrated the majority of the time. I don't think that is what anyone expects from a cruise experience. I was in disbelief with how I was treated by numerous servers and the chef, even at one time being served a frozen, burnt waffle.I have contacted *** many times, in a variety of ways, over the past four months with absolutely no response.I have even emailed **********************, vice president of dining and guest relations with no response. I don't understand why *** would continue to disappoint and ignore loyal guests.

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair 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 booked 2 cabins for a cruise that was to embark in July of 2022. On May 12, 2022, The cruise line sent an email stating they are canceling the cruise secondary to the war in *******. We were given several options, one of which was a full refund. I choose this option. Im addition, they stated they would reimburse out of pocket expenses including airfare. I filled out the forms and supplied the required documents. On July 19,2022, I received a letter from Holland American stating my request was approved and I will be issued a check for the full amount of $4,280. They said it would **** weeks. After 12 weeks of no payment I called the office of guest relations. I was told it was approved and to give it more time. I have called every 2 weeks since October and am told the same thing. Its approved and will be mailed. The operator who answers the call cannot or will not give me their name. They will not give me a manager or supervisor. *** called the cooperate number and am referred back to the office of guest relations. I have resubmitted the forms and documents as well as the letter from Holland America showing the approved refund but I have yet to receive anything. I hope you are able to help me obtain my refund. Thank you

• Initial Complaint

  Date:01/07/2023

  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.

  In August, I purchased flights costing over $3000 through Holland America on ********* Airlines for a cruise we were taking in December. The night before the flight was to take us from *** to ************* for the cruise, it was cancelled. We called ** and they said there were no other available flights. We decided to drive which took over 11 h. Because we drove, we could not use the return airline ticket and canceled that. It appears that ********* reimbursed the cost to Holland America. I did not take a screenshot but when I cancelled the return flight, it said my reimbursement would be through the booking agent (Holland America). I have received no southwest credits. I have called the ** guest services line and been on hold for greater than 2 h each time without speaking to anyone. I also emailed their guest services and got an auto response stating it could take months for anything to be addressed. This is unacceptable. I want my money back.

  Business Response

  Date: 01/27/2023

  
  
  
  January 27, 2023
  
  Mrs. *************
  Email: ***********************
  
  BBB # #********
  
  RE:  Case: 1-9507201382
          Booking: XX7C9K
  
  Dear *********************:
  
  Thank you for contacting us regarding your sailing on ms ********* We are grateful that you have given us this opportunity to review your concerns. First and foremost we are sorry we have not yet gotten to your email due to staffing issues related to Covid and its effect on our industry.
  
  We contacted our ***************** and they have advised ** that ********* Airlines has not yet refunded your cancelled flight to ************* to Holland America. Once they send us the amount, which will take them up to 10 business days, then we can request your refund.
  
  We will let you know what they refunded it to us. We appreciate your patience.
  
  Sincerely,
  
  *******************************
  Special ****************** of the *********************

• Initial Complaint

  Date:01/06/2023

  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 went on a 51 day cruise with Holland America, Booking #XX8R9R, on October 2nd, 2022 and ended on *****rd, 2022.On Disembarkment day, we had prepaid for bus transfer to the airport. As we were in line to board the buses, it was announced that the 3rd bus was the last bus and that if you are still in line, you would need to take a taxi, train, or other means of transportation to the airport. We were one of the people that was not able to get on the bus. We were told that they (Holland America) could only get 3 buses but needed 5 buses.We were told that we would be refunded what we had paid for the bus transfer as well as the taxi. When we finally got a taxi at the dock and got to the airport, we had missed our flight.We had to reschedule our flight to the next available time, which was on Friday. We had to then get a hotel for 2 nights and pay for meals. This was extra expense we were not expecting, due to the fault of Holland America's mis-managing the day of embarkcation. We also MISSED THANKSGIVING with our family due to Holland America.I emailed to guest services on Nov. 30th, sent all copies of receipts. Emailed 2 other times since that and no response, other than an automated email saying it was received.I finally was able to do an online chat, which was a waste of time. He could do nothing for me and said I had to contact Guest Services.......SO, I have emailed, called----always put on hold with music but no one ever answers, and a online chat with no resolution or help.Today is January 6th and I would like someone to reply and help to resolve this issue that should have never happened!!We did have other issues onboard but this situation is the priority issue.Please, we have another cruise scheduled with Holland America but we do not want to continue if this is the way they treat their customers. We are 3 stars with them. Please Holland America, you need to do better with communication and the time you make contact with your customers.

• Initial Complaint

  Date:01/05/2023

  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.

  On September 23rd, 2022, I tested positive for Covid while cruising on the Zandaam (Booking: XJXC5H) from ******** to ******. On September 24th, the cruise ended and Holland America arranged for transportation to transfer me to ***************** in ****** where they told me to isolate for 5 days before I could continue on with my trip. I followed their directive and stayed at the hotel until September 29th. I submitted a claim to my insurance company, CSA, and received partial reimbursement from them by *****. While on board the ship, Holland America Guest Relations gave me a letter stating that those hotel expenses not covered by my insurance company should be submitted to Holland America ( along with receipts) for reimbursement. The Hotel receipts not covered by insurance amount to $1,373.58. The letter from Holland America Guest Relations also stated that they would reimburse $100 per day per person to cover meals during my isolation. That amounts to$500. I have submitted everything they asked for using their proper form - receipts and proof of my insurance reimbursement. The total amount Holland America owes me is $1,873.58. My case number with them is 1-9451721135. My recent letter from *********************, dated 12/27/22, asked me to submit my booking number and the sailing dates which I had already submitted. A second letter from **********, dated 12/19/22, asked me for a copy of the Change Fee Reimbursement Form and the hotel receipt which I had already submitted. I feel that Holland America is stalling in resolving my reimbursement request, hoping that I will give up and consider it a loss.Thank you for your help with this matter.***************** ********************** ************

• Initial Complaint

  Date:01/05/2023

  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.

  I was on a Holland America Mexican Riviera cruise from 03DEC2022 through 10DEC2022 sailing from ********* (Koningsdam). I left my wallet and my husband and my passports in the locked safe with approximately 2700 - 3000 dollars. I noticed this after we had gotten off the ship and were 4 hours away. I called immediately and put in a lost items report (prior to the ship leaving for the next sail). I was contacted via email 13DEC2022 saying they found the lost item. I paid the shipping fee of 31 dollars and received the package. The wallet with all credit cards and my drivers license was there and both passports but zero money. They even took the change! It is very easy to pinpoint who found my wallet since it was in the locked safe from room ****. I would like to be compensated for my stolen money or some other way.

  Business Response

  Date: 01/27/2023

  
  
  
  January 27, 2023
  
  Ms. **********
  14201 ******************************************************************; leave address in
  Email: *************************
  
  BBB #********
  
  RE:  Case: 1-9507079896
          Booking: XGMJDP
  
  Dear ************:
  
  Thank you for contacting us regarding your sailing on ms *********** We are grateful that you have given us this opportunity to review your concerns. First and foremost we are sorry we have not yet gotten to your Better Business Bureau email due to staffing issues related to Covid and its effect on our industry.
  
  Please know we do not return money found on board through the mail. The ship contacted us on January 5, 2023 that there was $2038.32 found inside your wallet. As such, we requested a refund for that amount on that date. The refund check will be sent under separate cover from a third-party vendor, not from Holland America Line, and will arrive in approximately 60 90 days from that date.
  
  Sincerely,
  
  *******************************
  Special ****************** of the *************

• Initial Complaint

  Date:01/04/2023

  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.

  October 1, ********************************************************************************* a hotel for an extended period of time, changed flights and had to rent a car. We filled out an out of pocket expense form. Our booking number was: XDVX6M Total expenses itemized : $2516 ( not sure if all is covered) It is going on 14 weeks since we cruised and past the **** week processing time. We love cruising Holland America but want to be reimbursed for all the extra charges that were put on our credit card! Thank you!

• Initial Complaint

  Date:01/03/2023

  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.

  Sailed on holland america land and sea ****** cruise. Booking no XLHNVC. 9/11/22_9/18/22 cruise portion. Placed in isolation for supposed positive covid test for myself and sister-in-law. Asked for retest. Denied and the Dr responded with he was reasonably sure the test was accurate. Isolated on 3rd day of cruise. Treated like criminals we were given the option of isolation for 5 days in Vancouver or taxi to ******* and 1 day isolation at one of 3 ******* hotels plus $100. Per person for food. Documentation sent to *** on 9/21/22. No response, no refund so I began calling customer service. Spent hours each day on hold. No answers, no refund. On 11/18 I spoke to *********************** who had me **** her copies of Documents and she advised she received them and would work on it right away. Again no further response or refund of $1051.31. More calls. Rep advised that he saw Documentation that request approved and refund was being sent. Said he would get me email sent with specifics. Nothing. It is bow January. Called again today. Spoke to 3 different people. Finally told call accounting tomorrow. If I owed them final payment on a cruise and was 1 dY late they would cancel me but they can take months and months with no answers and no refund and it's OK. I feel I should get onvoard credit added to my April 30 2023 cruise to compensate for theor total lack of response and reimbursement. The booking no. For that cruise is XG3J3C. I have literally spent close to 75 hours on the hold over the course of attempting to get my refund. PLEASE HELP