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:12/29/2022

  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 booked a cruise from May 27th to June 3rd for my mother's 60th birthday on May 31st to Alaska. I went with them because they are 1 of 3 cruises who go to Glacier Bay and that's always been on her bucket list. I ensured I booked the week of her birthday since it's her 60th even though it was more expensive with a balcony so she didn't miss a moment. The itinerary was perfect and she would get to go to a lot of places, more than any other cruise was offering. My family and I started buying excursions and spa treatments for her as this is a HUGE celebration. On December 21, 2022, I receive an email that stated the itinerary had changed and we would no longer be going to ***********, **************** and would be demarking an hour early. I immediately called this morning and spoke to 2 very rude agents. I asked to cancel my cruise because for her 60th birthday she only wanted to go on the cruise for Glacier Bay and they had changed the plans. The lady HUNG UP ON ME after waiting 30 plus minutes. I called back and spoke with the Solutions Team and informed me that they would not refund me my full deposit because it was booked an a non-fundable cruise. She transferred me to the rudest man who cut me off and would barely let me speak. I informed me what I mentioned in this above email and why I wanted to cancel. He told me that the only thing he could do is send us on the cruise from May 6th to May 13th (which isn't my Mom's birthday) and have us stay in a signature suite (which I didn't book) because my cruise had to cost the same amount or higher. I can't control the price and when I book it was the most expensive because it's Memorial Day Week. He yelled at me to see if I wanted what he had or not. I told him to leave it as is and I would dispute it with my bank. It's not my fault you all are not going to Glacier Bay anymore but I would have NEVER booked a cruise that wasn't going to Glacier Bay.

  Business Response

  Date: 01/31/2023

  December 26, 2022
  
  BBB #********
  Dear ********************************,
  Thank you for taking the time to contact Holland America Line.
   
  We are very sorry that our reservations procedures did not meet your expectations and sincerely regret any frustration this situation caused. .
  We do not provide compensation or full refunds for itinerary/port changes before a cruise as ports may be subject to change. This is also stated on our cruise contract at ************************************************************************************************* reasons for port changes can vary but are usually changed due to operational reasons.
  However,we truly empathize with our guests when a long awaited cruise vacation is changed, delayed or cancelled for we understand the time, hard work, and hopeful anticipation invested in planning such an event.   Therefore, we are able to make an exception to issue a full refund to you in the amount of $628. Please confirm by replying to this email that you would like to cancel your reservation and your refund will be credited to you within **** business days. Guests are the heart of our business, and we sincerely apologize that your experience was not satisfactory.
  

  ********************************, we thank you for giving us this opportunity to review your concerns, and assisting us in our efforts to meet our goal of consistent excellence. Our valued guest's comments or suggestions are always welcome and very much appreciated.
  Kind Regards,

  COPY

  
  Aidi
  Office of the President
  Holland America Line
  **** and ******: ************
  International: ************
  Mon-Fri  5am-7pm PST
  Sat-Sun 6am-5pm PST
  Savor the Journey
  

  Customer Answer

  Date: 02/01/2023

   
  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,
  
  *****************************

• Initial Complaint

  Date:12/28/2022

  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( my wife and I) are passengers on the Volendam in stateroom ****. We have reported an issue with our stateroom AC for more than a day now. All of our phone calls to guest relations go unanswered. After a 45 minute wait on board they notified us that the crews are working their way down to our deck. It is now going on 24 hours with no AC on a 7 day cruise. This ship is poorly staffed and the staff that is here doesnt know what theyre doing. The ship needs to correct a problem or provide another stateroom. Its shameful that one of their passengers needs to reach out to state-side assets to try and correct this issue.

• Initial Complaint

  Date:12/28/2022

  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 went on a cruise/land tour to ****** in June. Booking number XJ8T2P. I contracted Covid while on the trip. I have dealt with their insurance and have now filed for uncompensated money that I spent and did not get reimbursed for. I have spoken to guest relations numerous times. Ive been told that these expenses will be covered in full and that my case would be expedited. It has been since December 5th that I have been waiting for a check for my expenses. Now, I cant even reach their guest services anymore. Ive been on hold for over 2.5 hours, 2 days in a row, to have no one answer.

• Initial Complaint

  Date:12/22/2022

  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.

  Ive been waiting since Sept. 19, 2022 for a refund from hollard america to send a simple letter to my travel agent a letter stating that we received no compensation what so ever so that my insurance can pay me. Because of our trip cancellantion due to covid Why is this taking so long?

  Business Response

  Date: 01/27/2023

  
  
  
  January 9, 2023
  
  ************************
  1145 **************
  *******, ** 44805-4517
  Email: *********************
  
  RE:  Case: ************
          Booking: XL2W3X
  
  Dear ***************:
  
  Thank you for contacting us regarding your sailing on *****************. We appreciate your patience regarding your request for reimbursement. We do sincerely apologize for the delay in response and resolution.
  
  As requested, this communication is to confirm that the total amount received by Holland America Line for the aforementioned cruise for Mr. and *************** who medically debarked the ship September 11, 2022, was $2,279.00 per person. The per diem rate for the cruise is $289.14 per person, and the taxes, fees and port expenses of $255.00 per person will be refunded. Please allow for approximately ***** 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,
  
  COPY
  
  *********************
  Special ****************** of the President

   

  PS: In addition, no additional credits or refunds will be issued by Holland America.
  
  

  
  

• Initial Complaint

  Date:12/21/2022

  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 was on a HAL ********************** ship (**** *********, booking #XCWQGM) from 11/06/22 to 11/13/22 and received a final onboard bill of $881 and was charged same. On the statement I saw that a dinner was charged on Nov. 8 in the amount of $68.44 and I did not go to this restaurant. Before I left the ship I was assured by two officers that I would receive credit, did not happen. When I got home (11/18) I notified Guest Relations and received a case number 1-9401975404 but cannot get resolution. I have called the numbers they gave me, did two online chats, and have sent numerous emails with no response. All of these numbers refer me to another number, online help but it is a revolving door with no exit. I would like credit for the $68.44.

  Business Response

  Date: 12/28/2022

  
  
  
  December 28, 2022
  
  Mr. *******************
  Email: ******************
  
  RE:  Case: 1-9401975404
          Booking: XCWQGM
  
  Dear **************:
  
  Thank you for contacting us regarding your sailing on ms ***** Amsterdam. We appreciate your patience regarding your request for reimbursement. We do sincerely apologize for the delay in response and resolution.
  
  We show that the refund for $68.44 was approved by Guest Relations on December 2, 2022. We apologize for the delay as we found the refund had not been sent to our ******************* 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.
  
  Once again, we are very sorry for the delay in our response and appreciate your continued patience. We do hope that we will have the opportunity of welcoming you back on board soon.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer Answer

  Date: 12/28/2022

   
  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,
  
  *******************

• Initial Complaint

  Date:12/18/2022

  Type:Billing 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 wife and I traveled on Holland Americas Eurodam from September 24 through October 1, 2022. On the last evening on board, we dined in the Pinnacle Grill which was a part of our Have It All package. Later that evening, I noticed a charge of $23.40 posted twice on our statement for dinner. I returned to the restaurant and spoke to the host who looked at the postings and said he would credit them. The next morning, the charges were still there so I went to ***** Services before we disembarked. I was told it would be investigated. Upon returning home, I checked the statement and saw that $23.40 had been credited, but then that credit was credited resulting in a net zero result. There was also an additional charge for the mini bar that we did not use - $8.26. As Ive requested in 2 phone calls (10/6/22 & 11/4/22) and numerous emails, I have requested a $55.06 refund. This is a posting error and then an accounting error. It has been 2 1/2 months with one denial and no response to my appeal. **************** is struggling. I spent 2 hours on hold once and finally gave up. I have been promised calls back that have never been received.Cruise Account Number:XD6M5D Assigned case number:********** Refund Due:$55.06

  Business Response

  Date: 12/27/2022

  
  
  
  December 27, 2022
  
  Mr. ***************
  Email: ****************
  
  RE:  Case: ************
          Booking: XD6M5D
  
  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. In review of your onboard bill, we have requested a refund for $55.06 to your credit card. Our ********************* is working to finalize this as quickly as possible, and we regret the inconvenience. Please allow approximately ***** weeks for refunds to be processed and know we are doing everything in our power to expedite where possible. We sincerely regret any inconvenience and greatly appreciate your understanding.
  
  In addition, in an effort to show our concern and in appreciation for your patronage, we have provided a $40.00 onboard credit to your Mariner account. This credit will be good till December 31, 2023.
  
  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: 12/27/2022

   
  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,
  
  *******************************

• Initial Complaint

  Date:12/13/2022

  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.

  Holland America acknowledged owing me $1618.10 for post cruise covid isolation expenses on an e-mail (attached) dated September 26, 2022. There is no dispute about what is owed, they have just not sent me a check. Also, I have not received any response to my last two follow-up e-mails.Holland America Case # ************ Cruise Booking # XP2W7K ********************* Holland America Mariner # ********* Request prompt payment of the $1618.10 promised.

  Business Response

  Date: 12/22/2022

  
  
  
  December 22, 2022
  
  Mr. *************************************************************************: ******************
  
  RE:  Case: ************
          Booking: XP2W7K
  
  Dear **************:
  
  Thank you for contacting us regarding your sailing on ms ***** Statendam. 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 all refund request as quickly as possible, and we regret the inconvenience. We do show that the check was printed on December 12, 2022 and should have been mailed shortly after.
  
  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 *********

  Customer Answer

  Date: 12/22/2022

   
  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,
  
  *********************

• Initial Complaint

  Date:12/13/2022

  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 am an 82 Yr.Old Senior and Veteran,my son and I went on a Holland Amer.Xmas.cruise on 2019 I paid a great deal of money for an upgrade, the ship cabin- was totally deplorable, filty rugs, wires and cables hanging from the Veranda sliding doors- and loaded with mildew and mold, on the inside of the doors leading out to the promenade deck, -and the cabin was very hot for the entire cruise, the bathroom was filty, having to take showers with the water not draining " up to our ankles."while water slowly drained".I tried to lock the sliding veranda doors but they would not lock, went to the ships front desk to file a complaint- but was told no cabins were available-and our name was put on a list for a better cabin ( But that never happened for the entire 10 day cruise.)I filed a complaint when we returned from this terrible cruise with the Guest ***************Also sending several photos of the cabin condition, but because of the Pandemic crisis I was told to be patient after making several calls, I then waited a while longer and filed another complaint, and sent photos again 1 year later to the Guest *************** STILL no answer. I then waited a while LONGER -8 months,and on 11-25-22 tried calling, 5 times and each time waiting for 2 hrs.or longer while hearing BLAIRING LOUD MUSIC -and a recording every 2 minutes stating "please stay on the line -a person will be with you shortly"I have been on several 10 day cruises with this company & a 28 day cruise,sadly this has been my only complaint with them, and they have any respect or consideration to even call me or email me to address this issue.Please see the pictures showing the condition of the cabin that we had to live with for a 10 day Xmas.cruise.I have been on well over 20 cruises and several of them being on Xmas. and have never had any issues with my cruises.And never felt the disrespect from a large company- not even calling me of emailing me -AS I GAVE THE RESPECT TO THEM- WHILE waiting FOR THE PANDEMIC TO BE OVER !

  Business Response

  Date: 12/23/2022

  
  
  
  December 23, 2022
  
  Mr. ************
  Email: *******************
  
  RE:  Case: ************
          Booking: CNVT2J
  
  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 and to express our regret for the disappointment and frustration you encountered.
  
  I was able to locate your past booking and case. In review of your case, we show we sent an email February 12, 2020, providing a $75.00 onboard credit. We also extended an additional $150.00 Future Cruise Credit per a phone call September 18, 2020. These credits have since expired. We have extended them to have a book by June 30, 2023, and sail by December 31, 2023.
  
  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 *********

  Customer Answer

  Date: 01/17/2023

  in response to Holland Amer. 
   
  I do not recall getting an onboard crecit for $75.00  (which would be an insult)
  nor did I get a notice of the mentioned $150.00 Cruise credit. ( and for the month of June ----when I only do the Xmas. Cruises
  -again would be an insult.)
   
    I guess they are only interested in a compensation for the cheaper cruise dates, rather than the Xmas. one that was for two people and for 10 days.
   
  I think the compensation offer is totally unacceptable-  in consideration that the cruise being an expensive Xmas. for two, and at an expensive Upgrade that I was charged for and all for  the 10 days of a nightmare.
   
  I think that if a cruise for two persons for three days, and on the off season- that turned out as badly as mine- would indeed warrant more than  the offer that is being made to me from Holland Amer.
   
   
    For all the cruises that I went on with this company- including the 28 day cruise that I paid over $5,000.00 should also be considered as to what my preference towards this company was when we selected this company for this cruise,
  And to thing how long and the effort- that an 82 yr. old person has to go through, (shame on them)
  

  
  

• Initial Complaint

  Date:12/09/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a concern about my Future Cruise Credits - my Mariner ID is ********** and my father's is **********. We both took cruise credits in lieu of taking the risk of cruising during the height of the pandemic, and we were told by ****** via phone call on Dec 28, 2021 that we could call back in a few weeks after our cruise credits were created and ask for a refund and they would process the refund. ****** explained to me that *** was doing a special "Cruise With Confidence" and promised that our refund would be able to be issued.I followed ******'s instructions and called back after two weeks (1/14) and spoke to *****. I was told that my request was processed. We have given ample time to *** to provide the refund after our request on 1/14, but have not seen that refund on our credit card or in a check format.I called 10/27/22 again to check the status, and I was directed to either call Guest Relations at ************ or email **************************************** I have sent several of such emails to that address and have received no response.Could you please issue the refund of $350 as promised, or two refunds of $175 each, for our cancelled booking and held ***s? I would like for the *** to be removed and a refund issued either via check or credit card refund. I am happy to call and provide an updated card to issue that refund to. This is ridiculous that I've had to contact this business this many times to obtain my promised refund from 12/28/2021

  Business Response

  Date: 12/22/2022

  
  
  
  December 22, 2022
  
  Mr. ***********
  Email: ******************
  
  RE:  Case: HA2020CM4G2C
          Booking: CM4G2C
  
  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.
  
  In review of your future cruise credits (FCCs) from this cancelled sailing you received our Global Pause double deposit offer. This provided an FCC for the amount paid and a bonus FCC for the same amount. We show the bonus credits have been applied to your 2023 booking. Once the bonus credits have been used the refundable credits are no longer refundable. If you would like a refund we would need to remove your bonus credits and then we can process the cancellation of all the credits and refund the amount paid, or you can keep them all and apply to your 2023 cruise.
  
  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: 12/22/2022

   
  Complaint: 18552227
  
  I am rejecting this response because:
  

  You mentioned that I have a bonus and a refundable credit. Why was I not able to use both for my 2023 booking? I should still have both- as I have mentioned numerous times, I used the credit for a booking hold for 2021 which was fraudulently completed as a full booking by ***. Can you apply the two $175 credits that you said I should have to my new 2023 booking?

   

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

• Initial Complaint

  Date:12/07/2022

  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 *****, 2022, I took a cruise to ****** on the Nieuw Amsterdam (Holland America). During my cruise I contracted covid. I followed all the necessary paperwork and on August 12, 2022, I received an email from the Office of the President stating that I would receive a check for $1400 as part of the payment for out of pocket expenses occurred having to spend an additional 5 days in ******* Hotel in isolation. To date I have not received the check. I have called numerous times as has my travel agent. After up to 2-3 hours on hold, we are told that yes the check is coming but it is in the refunds department. First email told me 6-8 weeks. Then we were told end of November. It is now 12/7/2022 and today, I was told they have sent multiple emails to the refund department and no one has returned the guest relations email. That is one a week for last 3 weeks. My call today was the 4th recent call. I am more than happy to forward the email I was sent from Holland America.

  Business Response

  Date: 12/19/2022

  
  
  
  December 19, 2022
  
  Mrs. **************
  Po Box 263
  **********, IL60566-0263
  Email: ****************
  
  RE:  Case: 1-9278458962
          Booking: XL6N6X
  
  Dear *********************:
  
  Thank you for contacting us regarding your sailing on ms ***** Amsterdam. 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 check was sent December 12, 2022.
  
  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 *********