Business Profile

Travel Agency

Holland America Line

Headquarters

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Complaints

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

Customer Complaints Summary

307 total complaints in the last 3 years.
98 complaints closed in the last 12 months.

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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:12/07/2022
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.
June of 2022 my wife and I took a cruise out of Vancouver **************** on Holland America lines and we both got COVID while on the cruise. Holland America put ** in quarantine and when we got off the ship when the cruise was over put us in a hotel in Vancouver of their choice of the cost of $500 per night which we had to pay for upfront. I have a letter from Holland America stating they would reimburse us for the hotel and $100 per day per person for food and any other expenses after partial reimbursement from the travel insurance company. We received $2,000 from the travel insurance company leaving a balance of $3,016.86 before interest incurred on our credit card. I filled out the Holland America refunded expenses form which they gave me and sent it by email and certified mail which they received on September 13th 2022. So far we have not received any money and they will not answer their phone or emails. I was told it would take 8 to 10 weeks which has already elapsed. I am looking for the balance of the expenses which were put upon us by Holland America by putting us in an expensive hotel in Vancouver **************** of $3, ******.
Business Response
Date: 12/22/2022

December 22, 2022

Mr.and Mrs. ********************************************************************************
Email: **************************
*****************************

BBB #********

RE: Case: 1-9451704597
Booking: XP3X7J

Dear Mr. and *************:

Thank you for contacting us regarding your sailing on ms ********** and we apologize for the delay in our response time.

We received your Change Fee Reimbursement Form and the documentation needed to process your claim. In the beginning the person who did the original audit had the incorrect amount listed. After reviewing the information we are pleased to provide $3462.21 as full reimbursement of your expenses related to this issue. This will be sent by check from a third-party vendor, not Holland America Line, and should be issued within 60 90 days of the request date; however, we have asked that this be expedited if possible.Again, we regret any inconvenience and the delay in processing your refund and thank you for your understanding.

Unfortunately, your request to be reimbursed for your medical expenses ($61.81) and your credit card interest ($236.50) has been denied, as this is not an expense we are in a position to cover.

Again, please accept our apologies for this disappointing aspect to your 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:12/05/2022
Type:Order 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 offers a Health Protocol Lookup Tool, specific to your cruise itinerary which states: "Vaccination Requirements: We highly recommend all guests be up to date on their vaccination status. Vaccinations, however, are not required."Holland America tries to remove themselves from any responsibility by using a blanket disclaimer, but that does NOT remove them from posting incorrect information nor withholding known information to passengers that they were well aware of.At no time, did they provide this information to me and my traveling companion in spite of the fact that we completed all requested health information as requested in a timely manner.Furthermore, Holland America collected our names on a list of unvaccinated passengers prior to boarding and again failed to provide this information and preventing us from exploring other cruising options.It wasn't until after we set sail that Holland America advised us we would not be permitted to disembark at Grand Turk, allowing us no option but to continue our cruise.We paid for passage to Grand Turk and associated taxes and fees to visit the island which Holland America knowingly (the latest COVID update to Grand Turks was May 2022), and falsely represented as being able to provide. We would like to be reimbursed for that unnecessary day at sea as well as all associated taxes and fees.
Business Response
Date: 12/08/2022

December 8, 2022

Mrs. *************
Email: *********************

RE: Case: 1-9432000878
Booking: XDWVVD

Dear *****************:

Thank you for contacting us regarding your sailing on ms ***** Statendam. We truly appreciate your feedback; knowing your personal experience is important to us and we deeply regret the disappointment and frustration you encountered.

We empathize with our guests who have been impacted by current travel restrictions implemented per the *** or governments of countries we visit, as we recognize the time, effort, and financing that goes toward planning for a vacation at sea. However, we must note that guest and crew safety in accordance with *** guidelines and local port authorities at the destinations we visit is our top priority.

Holland America Line is working closely with authorities and governments across the globe on health protocols. Guests can find information on current Health Protocols on our website under the Travel Well Section, as well as in the cruise contract (https://www.hollandamerica.com/en_US/legal-privacy/cruise-contract.html)that guests acknowledged prior to printing their cruise documents. This advises it is the guests responsibility to understand and meet all government requirements for documentation and entry, including COVID-19 vaccination, of the countries they will visit during the cruise including embarkation and disembarkation ports. We encourage guests to visit the countries websites to review their requirements.

In an effort to show our concern and in appreciation for your patronage, we have provided a $60.00 per person onboard credit. These will be issued as Future Cruise Credits in your mariner account; these credits are good for one year from the date of this communication.

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: 12/08/2022

Complaint: 18528758

I am rejecting this response because:

The idea that Holland America takes no responsibility for informing passengers of restrictions that they are aware of and providing erroneous information through their booking specific health protocol lookup tool is ludicrous.

Sincerely,

***************************
Initial Complaint
Date:12/03/2022
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.
My family just got back from a ********* cruise from 11/20 thru ***** on the Nieuw Amsterdam. When we booked our Shore Excursion for Half Moon Cay/*******. Shore excursions stole money. We booked Eco *********** tour - only to be told just minutes after starting the biking - that, my daughter had to quit and go back. the tour guide told her she was bad. My daughter, my husband and I went back they NOT knowing that the guide didn't follow us. we ended up having to SWEAT and be angry - and WAITING for the original tour group to get back. Not to mention - nothing to drink while sitting in that god awful heat with no fans to help us - there are signs everywhere that say 'safety first' - yet they left us without water or fans in the heat for who knows how long... not to mention - no head coverings for the helmets - when they have clearly been worn over and over... and then some of the helmets were broken - but still being used over and over. This guide clearly didn't want to do her job.When the tour guide tried to tell us to quit i said no, we already paid full price. She said we would get a refund. We checked that afternoon, no refund. We checked the front desk - no refund. Later that night - still NO REFUND. the previous night at one of our trips to guest relations on the ship - the customer service agent said she would email shore excursions and call us back. This never happened. We paid for 4 people to go on this tour and 3 of them never took the tour - they cancelled it - not us. We want our full refund of 3 people for this tour. Not to mention - my son said his bike was ***** - these bikes are clearly not well taken care of. Also - it should be noted that tandem bikes or bikes with assistance should be available - even by reservation or for an additional fee. Still no refund. Our room was in bad condition, mold in bathroom, broken beds, broken storage cabinets, internet down a lot, unable to connect to wifi.
Business Response
Date: 12/08/2022

December 8, 2022

Mrs. **************
Email: ************************

RE: Case: 1-9437248391
Booking: XWXG4C

Dear *****************:

Thank you for contacting us regarding your sailing on ms ***** Amsterdam. We are grateful that you have given us this opportunity to review your concerns and to express our regret for the disappointment you encountered.

It concerns us to hear of your dissatisfaction with one of your Shore Excursions on this cruise. We are pleased to contract with outside vendors to operate these excursions for our guests, as we know it enhances the overall cruise experience. We do show that a refund for two of the four guests was provided on your onboard bill. We will send a copy of this under separate cover. We have also requested a refund for the other two that were not refunded. 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.

We understand you were unhappy with your stateroom,particularly with regard to the broken bed, broken storage cabinets, and cleanliness of your room and we apologize for your displeasure. We endeavor to keep every area of the ship in top condition and to provide inviting and relaxing accommodations for our travelers, and while most such concerns can be addressed while sailing there are a few more intensive projects that must be delayed until the ship goes into dry dock or wet dock. We do show that the broken bed was addressed and fixed while you were onboard. Please accept our apology that your cruise experience was diminished by the condition of your stateroom; your comments have been shared with management to ensure that any needed work is performed as soon as possible.

In an effort to show our concern and in appreciation for your patronage, we would like to offer you $100.00 onboard credit for ******* and yourself. These will be issued as Future Cruise Credits in your mariner account; these credits are good for one year from the date of this communication.

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: 12/08/2022

Better Business Bureau:
The issue of the refund has been addressed - but offering us a minimal amount of $100 on board credit for another cruise - that i may not take because of my experience this time seems to low. Broken beds, soap dispensers, unable to book tours because of internet issues and unable to communicate because Navigator app never worked is abysmal. Mold isn't something to take lightly. The 4th bed wasn't fixed completely as it started going down again by the end of the cruise - and the frame underneath was clearly bent - in picture.

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:12/02/2022
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 for 12/3-12/10 and I booked my flight through Holland America per my cruise consultant's (*******************) recommendation. Unfortunately, I broke my foot and cannot travel on these dates. I spoke with **** and he suggested changing my dates. On 11/28/22, I emailed and requested to change my dates to 2/5-2/12. Unfortunately, he canceled the original booking and created a new one instead of revising the existing one.He told me that I cannot change the flights and would lose my $650.24. I advised him I had an email that stated I could make changes but he still claimed I couldn't change the flights and suggested I contact the flight department. I called the flight department on 11/29 and spoke with ****** (I believe this is his name but he had a very strong accent) at 4:29 PM. He advised me that as soon as I paid the difference I would be able to make a change.I called the flight department back on 11/30 and spoke with ***** at 1:36 PM. I let her know that I had made my payment and that I needed to change my flight. She told me I would not be able to change my flight even with the email saying it was okay because my original ones were canceled when **** canceled my cruise and rebooked it. I advised that I had not requested a cancellation but a change. I should not be penalized for his mistake. She spoke with a manager but stated she couldn't help but perhaps Southwest could help directly.I called SW on 12/1 and they told me they could not help me because I did not book through them and that they did not have my money.I called the flight department back on 12/2 at 6:29 AM and requested to speak with a manager. After the agent explained the situation to the lead supervisor, they again denied my request for a flight change or refund because "they did not have my money" and stated there was nothing they could do.I have done everything that was requested and advised of me. I have an email saying that changes are okay but no one will help.
Business Response
Date: 12/19/2022

December 19, 2022

Ms. **************
8794 Timberleaf ***********************************************: ***************************

RE: Case: 1-9437211180
Booking: XD3N7X

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 are sorry to learn you were disappointed with our refund policy for Flight Ease fares. The Flexible and Restrictive air rates we use are based on capacity controlled, published, promotional, contract and group fares,and due to changing airline tariffs your tickets may reflect fares higher or lower than the actual air add-on amount on your booking. As stated in our brochures, the difference is neither chargeable nor refundable; consequently,we are not in a position to offer a refund as your airfare was non-refundable.We regret if there was any misunderstanding in the matter and hope this information is helpful.

Again, please accept our apologies for the delay in response.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: 12/19/2022

Complaint: 18517186

I am rejecting this response because: in this response, it says my flights were non-cancelable. I never requested a cancellation. I requested a change. Which, according to the email confirmation from Holland America, I am allowed to do. It is not my fault that the Holland employee cancelled my reservation instead of making a change. I was willing to pay any additional costs. I was willing to accept that I would not get the difference back if there was one. I am not willing to accept that I am out $600 because of an employee mistake.

I have medical documentation for why I could not travel that I have offered to provide. I have names and dates of phone calls from an employee that stated I could make a change to my flight. Pull the phone recording. I have an email stating I could make changes to flights.
Not only is this unethical on Hollands part to let this happen, it has entirely ruined my experience. I am so disappointed in how this has been handled and we havent even left for our trip. At this point, I dont even want to go on the cruise. If I had a way out of this trip, I would take it.
*********************

Sincerely,

*****************************
Business Response
Date: 01/27/2023

January 27, 2023

Ms. **************
Email: ***************************

BBB #********

RE: Case: 1-9437211180
Booking: XD3N7X

Dear ****************:

Thank you for your follow-up emails to the Better Business Bureau regarding your cancelled sailing on ms ***** Statendam. 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.

Its always concerning when a guest is unsatisfied and we regret if our earlier response caused further ill will; that certainly wasnt our intention. We appreciate the time our guests take to share their experiences with us and we do try to resolve guest concerns in a thoughtful,considerate manner.

Because you cancelled this booking due to an injury, your Persons Cruise Consultant was able to move your funds over to your new sailing.However, because your air was already ticketed, we were unable to issue you a refund as explained in an earlier email.

However, as an exception and as a gesture of goodwill, we would like to offer you a non-refundable onboard credit in the amount of $650.24 total, to show our concern for your experience. Please know this amount represents the cost of the ticket. For your convenience the credits are associated with your Mariner number and have been applied to your upcoming cruise on board ***** Amsterdam, booking XGGC3D. Please note, the credits are non-refundable and may not be used toward a cash advance or casino postings.

Thank you again for contacting us with your concerns, and we look forward to welcoming you and ****************** aboard early next month. Until then, we wish you all the best.

Sincerely,

*******************************
Special ****************** of the *************
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:12/01/2022
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.
I booked an ******* cruise for my wife and I on Holland American departing July 16th, 2022 from *******, ** and returning July 23rd, 2022 to *******. In June of 2022 I damaged my lower back to the point that I had to book surgery in July for August of 2022. I had insured the cruise and about 6 weeks post cruise cancelation I received a full refund on the cruise from Gernerali Ins. I was told by ***************, who I booked through, that the cruise line needed to refund the taxes of $590. Over the last 5 months *************** and I have tried to get the taxes paid on for the cruise refunded! We have waited more than 2+ hours on hold, customer service saying they have no record of it, and finally yes we owe you the refund but after 30 plus days no refund shows up.
Business Response
Date: 12/08/2022

December 8, 2022

Mr. *****************

RE: Case: 1-9437185093
Booking: XWGP7P

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. We show that your booking was not cancelled prior to the cruise and Guest Relations processed the paperwork to have the sailing opened up so your booking could be cancelled, unfortunately this process takes times.We do show this process was finalized and the refund was requested back to your **** card December 7, 2022.

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 *********
Initial Complaint
Date:11/30/2022
Type:Customer Service 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 cruise as well as shore excursions; an issue came up within a week of purchasing, and I canceled all purchases. There has been no timeline in when my money/refund will be returned.I would like my refund returned in a standard business practice **** business days; not an unknown time.
Business Response
Date: 12/08/2022

December 8, 2022

Ms. ************
Email: **********************

RE: Case: 1-9437105633
Booking: XG9TXJ

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 your booking was cancelled on November 30, 2022, and the refund less cancellation fees was posted to your **** card the same day. All pre-purchased items were cancelled online November 29, 2022 and refunds processed back to the card used to purchase them.

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:11/27/2022
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.
Booking XPMH7J to ****** Canal - November, 2022 This cruise was booked with Holland America in March, 2022. We were notified on April 26, 2022 that the itinerary changed which resulted in the cruise going from 10 days to 11 days. They further PROMISED to reimburse for any travel expenses we were required to change. We had to change our return flight due to Holland solely changing and it cost us $399 of which I submitted a reimbursement directly with Holland (case 1-9240409475) in May, 2022. We were also promised $100 each in onboard credit and we have not received our reimbursement or the onboard credit, totaling $599. I have called repeatedly and so has our travel agent. To date, we have received nothing.
Business Response
Date: 12/08/2022

December 8, 2022

Mr. ************
Email: *******************

RE: Case: 1-9240409475
        Booking: XPMH7J

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 do show that your $100.00 per person Onboard Credit was created September 28, 2022.

It appears we needed additional information for your refund.Once received the request for refund was processed. All refunds are being processed in due course, and we apologize for the delay. We show that your refund has been approved by our refunds department and is pending the check run.Please allow sufficient time for us to manage this process and know we are doing everything in our power to expedite where possible.

We sincerely regret any inconveniences and greatly appreciate the patience of our guests. 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: 12/08/2022

Complaint: 18467613

I am rejecting this response because:
There was no $100 per person onboard credit which you indicated was placed on our account (see the attached documentation). This is another of Holland's lies. We initially received a $25 per person onboard credit as part of a promotion and nothing further. We checked our onboard account daily and there was no $100 per person onboard credit. I also confirmed with Holland today that there was no $100 per person onboard credit.
Just to summarize, Holland changed the itinerary last April, not me. In May, we submitted the required documentation for the necessary air travel revisions resulting in $399. We submitted again in July, 2022, submitted again in August, 2022, and our travel agent called repeatedly in September and in October. To date, we have received nothing. Your customer service is absolutely horrible--the worst of any other cruise line. One time I was on hold for over 3 hours.
We keep hearing that the case is being reviewed and it is being processed but we have received nothing and are being ignored. Bottom line--you owe us $599 which you promised. How would you like to go 7 months without receiving the promised travel reimbursement, along with a promise of $200 onboard credit. I expect a reimbursement ASAP.
Sincerely,

*****************************
Business Response
Date: 12/21/2022

December 21, 2022

Mr. ************
Email: *******************

RE: Case: 1-9240409475
        Booking: XPMH7J

Dear ********************:

Thank you for contacting us regarding your sailing on ms ********

We are very sorry that you were disappointed with your recent communication with and service from staff in our Guest ********************* and we truly regret any resulting difficulty or frustration. Your $100.00 per person credits are under your Mariner Account; FCC ID ******** and FCC ID *********

To view your credits online, please log onto www.hollandamerica.com. On the home page, at the top click on Login. Enter your email address and password for your Holland America account. Once you are signed in, click on My Account. Under the My Profile tab, you will see a separate tab Future Cruise Credits. Here you can view any Credits and Future Cruise Deposits and their status, as well as any onboard credits.

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: 12/21/2022

Complaint: 18467613

I am rejecting this response because:

I am sick and tired of the lies and manipulation by Holland America. You are an extremely unethical business. It has been NINE MONTHS and I still have not received the $399 in reimbursement for the necessary air travel we were forced to make due to Holland initiating a change in the itinerary. I want an update as to where my refund is IMMEDIATELY. The $100 ONBOARD credit was NEVER given to us which was promised on our cruise in November, and we received no communication regarding this credit and now you have indicated it is FUTURE credit? Due to your incompetence and lies, we are not sailing with Holland again. Stick by what you promised and reimburse us $599 immediately--$399 for the reimbursed air travel and $200 in credit which we could have used on our cruise in November. You have lost our business forever and I have told colleagues, friends, and posted our troubles in blogs. Please learn to be an ethical business. We have not received one ***** in reimbursement which was promised to us and also ONBOARD credit was promised to us on our cruise.

Sincerely,

*****************************
Business Response
Date: 01/30/2023

January 30, 2023
Mrs. **************
18600 ************************************************;
Email: *******************

BBB #********

RE: Case: 1-9507201397
        Booking: XPMH7J

Dear *********************:

Thank you for contacting us regarding your sailing on ms ******** We truly appreciate you taking the time to relay your feedback and would like to offer our sincere apologies for the disappointment you have detailed. First and foremost we are sorry we have not yet gotten to your emails due to staffing issues related to Covid and its effect on our industry.

We apologize for any frustration caused by the delay in processing your refund of $399.00. Our records show a check was issued to you on December 12, 2022. This refund was sent under separate cover from a third-party vendor, not from Holland America Line. In addition, we show this refund was received and processed on your end cleared our bank on December 29, 2022.

Because we are not able to use our usual automated process,our team is manually handling a large volume of requests while working from home. We want to try to make sure each and every guests booking is handled accurately and this is taking more time. We regret the inconvenience.

Sincerely,

*******************************
Special ****************** of the *********
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. I FINALLY received the $399 they owed me after several months; however, I am displeased that they lied about giving me $200 in onboard credit which I never received. They have lost my business forever.

Sincerely,

*****************************
Initial Complaint
Date:11/26/2022
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'm trying to get a refund back from Holland America Line (cruise ship line) because my cruise was canceled (by them). The first email I sent was on May 20. No response. I also contacted them on August 2, August 12. No response. On September 6th I contacted them on social media and got a response on September 8th that the refund would be issued. They said it should have been issued within 30 days of the request date. Nothing came. I contacted them again on Oct 31. I told them to send it to my new address because I'd moved. But even if they sent it to the old one it would have been forwarded. No response. I contacted them again on Nov 18. No response. They owe me $469.74. Please help.
Business Response
Date: 12/06/2022

December 6, 2022

Dr. ************
300 ***********************************************************: ******************

RE: Case: 1-9265627741
Booking: XP5V6X

Dear ************:

We appreciate your patience regarding your request for reimbursement. We do sincerely apologize for the delay in response and resolution.

Due to the volume and care being dedicated to ensuring each refund is processed accurately. All refunds will be processed in due course, but delays should be anticipated. Please allow sufficient time for us to manage this process and know we are doing everything in our power to expedite where possible.

We sincerely regret any inconveniences and greatly appreciate the patience of our guests.

Sincerely,

*********************
Special ****************** of the *********
Initial Complaint
Date:11/24/2022
Type:Sales and Advertising 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.
THIS COMPANY HAD SENT ME MANY OFFERS TO BOOK AND TRAVEL WITH THEM AND GET SOME INCENTIVES BUT AFTER BOOKING WITH THEM WITHIN TIME FRAME FOR FREE OFFERS I WAS NOT GIVEN THE **** OF OFFERS BY THEM
Business Response
Date: 12/07/2022

December 7, 2022

Ms. **********
Email: *****************

RE: Case: 1-9435051627
Booking: XMDT2T

Dear **************:

Thank you for contacting us regarding your sailing on ms ********** Please accept our most sincere apologies for the delay in our correspondence to you.

Youve expressed concern regarding promotional amenities that were offered for this sailing, and we are sorry for any discontent. We offer different promotions at various times in order to boost sales. Some amenities are only valid on certain sailing dates and itineraries, or for booking a particular type of stateroom. Others may be offered by a travel agent or group leader outside of Holland America Line to encourage travelers to book with them. Additionally, most promotions include restrictions and may not be combinable with other promotions or pricing structures. Our shipboard staff is notified of any amenities associated with individual bookings and these should be provided to the guest once on board. However, we cannot make every promotional offer available to every booking. Again, we regret any dissatisfaction surrounding promotional amenities and hope this information will be helpful in future trip planning.

If you would like to review your booking and the promotional offers you booked, please contact our reservations department at *************

We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best.

Sincerely,

*********************
Special ****************** of the *********
Customer Answer
Date: 12/07/2022

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:11/22/2022
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.
We (my granddaughter and I) had a photo shoot done on the May 15-May22,2022 sailing. We paid $1,320.00 for this service. The photos were never received and the digital items ordered were never received. I have attempted contact by phone, email and priority mail to the corporate office with no response to date. This is a contractor with Holland. I have tried contacting Black Label whose website states I have to contact Holland. I would really like the pictures, but if I cannot get these, then a refund would be appreciated.
Business Response
Date: 12/22/2022

December 22, 2022

Ms. **************
2753 ********************************************************************: *****************

RE: Case: ************
Booking: CTHX2L

Dear ************:

Thank you for contacting us regarding your sailing on ms ***** Amsterdam. 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 accept our most sincere apologies for the delay in our correspondence to you. Please be advised that we have forwarded your comments regarding shipboard photos to our Photo & Video team; and they have confirmed that the lab has processed your order and it is scheduled to be delivered December 22, 2022.

https://www.fedex.com/fedextrack/?trknbr=623228729302&trkqual=12024~623228729302~FDEG

Again, please accept our apologies for the delay. In an effort to show our concern and in appreciation for your patronage, we would like to offer you $100.00 onboard credit and Photo Package of Five 10x7 Candid photos. These will be issued as Future Cruise Credits in your mariner account;these credits are good for one year from the date of this communication.

Thank you once again for contacting Guest Relations. We look forward to welcoming you aboard another sailing soon and until then wish you all the best.
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.
I have received notification from ***** that the package is scheduled to arrive today.
Thank you for your assistance and I will thank them for their response.

Sincerely,

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

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