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:09/22/2022

  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.

  Dear ***/***** We sailed with Holland America Lines ***** with booking IDs. XQHPCL and XQHPCQ 0n 7/3/22. Our trip was interrupted on 7/8/22 as one of the members of our group, ***************************, tested positive for Covid-19 while on the cruise and rest of us were considered close contacts. A letter of trip interruption (uploaded here) was issued under ***************************, informing us that a Future Cruise Credit (***) worth 100% of the per-day ***** fare for the days we were isolated and were not able to complete the trip as well as any pre-paid on board experience and shore excursion purchased through *** will be issued to our account. The letter specifically stated that such credit may be used toward any cruise booking for sailing on or before 7/9/2023.To date no such *** has been issued. *** has not responded to our emailed inquiries on this issue and it is practically impossible to get thru their phone lines.The reality is that to use the *** for a sailing before 7/9/2023, we need to plan and book the next sailing in a timely manner. It has been more than 60 days and the *** has not been issued. It is not going to be possible to use the *** for the Dec 2022 vacation plans.Therefore, we request that 1. The *** be issued expeditiously, and 2. The *** be allowed to be used for a booking that sails ONE YEAR FROM the DATE OF ISSUE OF *** (Not know to us yet) RATHER THAN one year from the DATE OF TRIP INTRRUPTION (7/9/2023).Thank you.*************************** and *************************** (Booking IDs. XQHPCL and XQHPCQ)

  Business Response

  Date: 10/28/2022

  October 28, 2022
  
  Dr. *************
  Email: *********************
  
  RE:  Case: 1-9277402215
          Booking: XQHPCL: XQHPCQ
  
  Dear ******************:
  
  We are grateful that you have given us this opportunity to review your concerns.
  
  First and foremost, please accept our sincerest apologies for the extended delay in our correspondence. As you are familiar, were experiencing high volumes of communication and as such our response time has increased as we assist each guest as effectively as able. Nevertheless, we recognize this is not the level of service we aspire to provide to our loyal patrons and would like to express our appreciation to you in allowing us the time needed to review and respond to your inquiry.
  
  Every traveler who has experienced illness while on vacation knows how frustrating and disappointing it can be and we truly sympathize with those guests who find themselves in this situation. Consequently, weve instituted a policy of compensating guests who are asked to remain isolated in their staterooms by our shipboard medical staff due to illness. For such guests, we provide a future cruise credit based on the fare paid and the number of days the guest missed. With that, we have issued future cruise credits of $1,895.79 for Dr. and ******************* and $963.64 for ******************* with a book by and sail by date of October 18, 2023.
  
  Future credits had been issued as well for ****************** and *******, from booking XQHPCQ, for $1,895.76 per passenger with a book by and sail by date of October 18, 2023.
  
  To view your Future Cruise 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.
  
  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:09/20/2022

  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.

  Scheduled a land, sea tour with Holland America Line for an 18 day ******* vacation with a down payment of $1200.00 on June 21, ****. Paid the remainder of $12,456.00 on January 18,2022. We were scheduled to depart on May 25, 2022. Four days before departure my wife suffered an acute retinal tear in her eye and we had to cancel the trip. Because we had to cancel within their final 30 day window we forfeited the entire $12,456.00 trip cost. We are now working with our trip insurance company to recoup part of the cost. Because of covid there have been cases where tour companies are giving vouchers or credits for future travel, if there was a medical emergency causing cancellation. My insurance is requiring a letter from Holland America that they have not given a future credit or voucher as compensation. I have been trying for over a month now to get a letter from them on this. There have been 6 hour waits on hold to talk to someone, then they say they can't do it and refer me to another department with another hours of wait time and disconnection. They provided an email address on their voice mail for faster service. The last thing I did was write an email to their guest services explaining the situation. I have not gotten any response from them. I realize they may be busy, but the times on hold for a company like this are ridiculous, along with a no response to an email. Somebody at this company should be able to write me a simple letter, on their letterhead, stating that they did not and will not give me any credits or vouchers for future travel with them.

• Initial Complaint

  Date:09/13/2022

  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.

  I was on the Westerdam June *****, 2022 to ****** out of *******, **. I was informed Holland America overcharged me $300. You can see from the screenshot from cruises.com that Holland America supposedly issued me a $300 refund on June 5th. I had contacted Cruises.com previously because Holland America initially processed an amount $300 too much, so I had overpaid. The issue is that this apparent refund appears nowhere on my credit card statement and I never received a check. I called Holland America two different times, waiting an hour or more to speak with someone each time. I was told both times they were processing the request and to wait longer for the refund to process. I've reviewed all current and previous credit card and bank activity for the past several months, and there has been no $300 refund. I emailed guest relations on June 29, 2022, and as of 9/12/2022, I have received no response. I simply desire the $300 refund. If they believe they processed a check, maybe they could cancel it and send a new one since I have never received anything. I have spent numerous hours trying to resolve this matter to no avail.

  Business Response

  Date: 10/27/2022

  October 27, 2022
  
  Mr. **************
  Email: ***********************
  
  RE:  Case: 1-9321977747
          Booking: XQWX5C
  
  Dear ******************:
  
  We are grateful that you have given us this opportunity to review your concerns.
  
  First and foremost, please accept our sincerest apologies for the extended delay in our correspondence. As you are familiar, were experiencing high volumes of communication and as such our response time has increased as we assist each guest as effectively as able. Nevertheless, we recognize this is not the level of service we aspire to provide to our loyal patrons and would like to express our appreciation to you in allowing us the time needed to review and respond to your inquiry.
  
  In regard to your refund, per our records a refund of $300 USD was issued back to your travel agency on July 11, 2022. Should you have any questions regarding this amount, please contact your travel advisor and they will be happy to assist.
  
  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: 10/29/2022

   
  Complaint: 18017826
  
  I am rejecting this response because:

   

  Thank you for your reply.  I contacted the travel company and have gone back and forth between them, Holland America, and American Express.  The travel agency records, as you can see from the attached, show that Holland America processed a $300 refund to my American Express card.  That is what their information shows.  Initially Holland America told me this as well on the phone.  Unfortunately, going back to every American Express statement from May 2022 to now there is no record of any $300 refund.  I did not receive a check nor was the $300 refund put back on my credit card. I have been going between 3 companies (Cruises.com, Holland America and American Express) for several months now.  From the best I can tell Holland America processed the initial payment and when Holland tried to refund the $300 to my credit card it did not go through.  If there is some other information that clearly shows the $300 was sent back to Cruises.com (travel company), then I will try to go back to them.  I am trying to resolve this frustrating matter.

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

  Business Response

  Date: 11/04/2022

  
  
  
  November 4, 2022
  
  Mr. **************
  Email: ***********************
  
  BBB #********
  
  RE:  Case: ************
          Booking: XQWX5C
  
  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 you encountered.
  
  We apologize for any frustration caused by the delay in processing your refund of $300.00. Our ********************** has advised us that it has been processed from our end to your card ending in **** and we regret the inconvenience.
  
  Sincerely,
  
  *******************************
  Special ****************** of the *************

  Customer Answer

  Date: 11/13/2022

   
  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:09/12/2022

  Type:Customer Service 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 purchased Holland America cruise's premium internet package on 8/23/2022 for my Mom, *****************, at price $199.99 with $50 discount. It's advertised as video call and streaming capable internet plan for my voyage. After I paid for it, I kept running issues to do video call and streaming in my stateroom. I went to discuss this issue with the customer service desk and they demanded me to reproduce in front of them. I was never being able to reproduce the issue since the customer service desk was closed to the **** router with full bars of signal. I told them the **** signal was weak with only 1 or 2 bars in my stateroom but they told me the signal was the same everywhere in the cruise (which was not true). They claimed the internet worked and showed me some tips to use it. However, I continued facing issues to make video calls and even browsing the website. The speed of internet was way too slow in my stateroom. I could only use it while everyone was on sleep or went ashore. Every time I came to the customer service desk to ask for help to resolve the issue, they asked me to reproduce the issue to them and told me the slowness of internet I saw might be temporary. They also told me they used different technology for the internet so I shouldn't trust my phone's **** signal bar. I believed and continued using the service but found the internet speed could not even load the airline webpage to confirm my return flight. Until the last day of my voyage, I finally found a tool to test the internet speed in my stateroom/public area/customer service desk. The result showed me the upload/download speed was 1/4 of public area's/customer service desk's way too load to do streaming. It's a shame of Holland America to charge customer premium fee when the service is extremely poor. Attached my internet usage. You can see that I constantly only could use up to 200 something MB in 2 hours during my whole voyage due to the slowness of internet.

• Initial Complaint

  Date:09/03/2022

  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 planned a trip to ****** with Holland America ***** Line. The cruise representative told me it would be better to fly to ******* and stay at the Crown Plaza which was close to the ******* airport & that we would be transported back to the Crown Plaza after the cruise. In the morning the shuttle driver called my name and we boarded. We were told the shuttle took about 2 hrs. to get to Vancouver. We boarded the shuttle at 10 am. Our check in time 1pm. As soon as we stepped off the 30 min shuttle ride the baggage handler said, that boat is not here. At that time, we should have been put back on the transport! We were told by Holland America reps we had the wrong tags on our bags and we were in the correct place. The Holland American reps took our bags and placed them on the Westerdame. At check in we were asked to step to the side. After aprox 30 mins, we were told we were at the wrong port. So, the Holland American staff retrieved our bags. Our ship, the Noordam, left from the Vancouver port at 4pm. We should have had plenty of time to get to Vancouver. If the staff had not said we had the wrong tags & were at the correct port & put our bags on the Westerdame, we would have had more time to get to the correct port. Even after we retrieved our bags we could have made it to Vancouver because our ship, the Noordam didn't leave until 4pm. We got to the wrong port about 10:30 am. We had 5 1/2 hour to get to the correct port. ******, rep in charge, said we could not make Vancouver in time. I believe we would have had plenty of time to get to the Noordam in Vancouver for 4pm if: Our bags were not placed on the Westerdame when our tags said ******* and We were told we didnt have enough time to get to Vancouver. ****** did try to get us on the Westerdame but, NO. We both felt embarrassed, humiliated, and extremely stresses out. Even worse we had to tell our family and friends what happened. This was a horrible experience.

  Business Response

  Date: 10/28/2022

  
  
  
  
  October 28, 2022
  
  Mr.*********************
  Email: ***********************
  
  RE:  Case: ************
          Booking: XXMCXX
  
  Dear **************:
  
  Thank you for contacting us regarding your sailing on *****************. We are grateful that you have given us this opportunity to review your concerns and to express our regret for the disappointment you encountered.
  
  We truly appreciate you taking the time to relay your feedback and would like to offer our sincere apologies for the disappointment you have detailed.
  
  Were sorry you missed the scheduled embarkation for your sailing. Please accept our apologies for your overall experience as this is not representative of the Holland America Line spirit and culture. 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:09/01/2022

  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.

  Booking #: XC6N7X and XC6N7G. For 5 Passenger: ******* **** (May-10-1976), ***************** (Oct-13-1981), ****** **** (Nov-11-2012), *************** (Nov-11-2012), ****** **** (Sep-04-2016)===What happened===On July 9th, my family was refused to board the Holland America's Eurodam to ****** because one family member was tested positive for COVID at the pier. After that, I have tried the following ways to reach Holland America but all failed:- I have personally called number ************ for three times, with each time holding on the phone for over 1 hour. I could not speak to anyone.- I sent two emails to **************************************** No one responded.- I called ****** Travel 3 times (I booked through them). Their representatives told me they spoke with Holland America customer service and I would receive response soon.- With full of frustration, my family visited the port on July 23rd, trying to find someone to *********** at COVID testing site promised that they will deliver our request of response to Holland America.Now almost TWO MONTHS has passed and we have returned to Europe, I can't believe that I still haven't received any response from Holland America. What kind of customer service is this?=== My request 1 ===Response from Holland America.=== My request 2 ===I would like to kindly request a full refund. If full refund is not possible, I am also willing to accept the following:(1) Future cruise credits that is eligible for cruise lines in other countries, and also transferrable to others. (Reason: We live in Europe and do not have plan to visit the US soon)(2) According to the letter we received at Pier (Please see attachment), reimbursement of meals, which is $100 per diem per person x five family members. Receipts are not required.(3) The letter also indicates possible reimbursement of hotel for self-isolation. I am attaching the invoice here too.Thank you very much for your assistance.**** ****

• Initial Complaint

  Date:08/29/2022

  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.

  My husband and I booked an ******/Denali cruise/land/air travel, with Holland America Lines ****** scheduled for May *****, 2022. We flew to *********, then to ********* for 1 night, took a bus to Denali for 1 night, where we were all tested for COVID-19. I tested positive, and we were unable to continue with our trip (train, cruise, return flight to ********). From that point on, we were unable to reach ******************* for any assistance, spending hours on hold, with no success. Next, we were bussed to ********* to spend 5 days in isolation at ***************. For this entire time, we tried (unsuccessfully) to contact *** regarding credits, refunds and the rescheduling of our flight . *** has a "COVID-19 Protection Program", which promises:(1) Future Cruise Credits (FCC) for 100% of non-refundable unused services, issued to each individual Mariner's Account (the entire travel party). This would be for the train, cruise, return airfare, port fees, add-on promotion packages. FCC's have been issued to my Mariner account in the amount of $1,011.88 - this seems to be the correct/fair amount for my FCC's. However, my husband has not received his FCC's, which should be the same amount, nor have we received a reply regarding this.(2) Reimbursement of out-of-pocket expenses for hotel, meals and transportation required during the isolation period. We were unable to reschedule our return flight, since it was arranged through Holland America. So we paid another $750 for airfare. Hotel expense were $1,700.00. Meal allowance at $100 per diem per person (no receipts required), totaling $1000.We have emailed our claims and receipts to **** several times, with only 1 generic email reply.We understand that *** is inundated with calls and emails regarding similar claims. We just want to be able to communicate, be acknowledged and reassured that they have received our claims and we will not be penalized for going over any time limits for claims, etc.

  Business Response

  Date: 10/27/2022

  October 27, 2022
  
  Mrs. ***************
  Email: ************************
  
  RE:  Case: ************
          Booking: XQ4JMQ
  
  Dear *********************:
  
  We are grateful that you have given us this opportunity to review your concerns.
  
  First and foremost, please accept our sincerest apologies for the extended delay in our correspondence. As you are familiar, were experiencing high volumes of communication and as such our response time has increased as we assist each guest as effectively as able. Nevertheless, we recognize this is not the level of service we aspire to provide to our loyal patrons and would like to express our appreciation to you in allowing us the time needed to review and respond to your inquiry.
  
  Every traveler who has experienced illness while on vacation knows how frustrating and disappointing it can be and we truly sympathize with those guests who find themselves in this situation. Consequently, weve instituted a policy of compensating guests who are asked to remain isolated in their staterooms by our shipboard medical staff due to illness. For such guests, we provide a future cruise credit based on the fare paid and the number of days the guest missed. With that, we are happy to inform that the future cruise credit for ******************** had been issued already for $1,011.88 USD with the book by and sail by date of October 27, 2023.
  
  When it comes to the reimbursement of guests expenses incurred during their unforeseen quarantine shoreside, we must provide a thorough review of all receipts and documentation in order to provide reasonable reimbursement of travel expenses. Upon review, we are pleased to provide the amount of $3,499.72 USD as reimbursement of your expenses related to the claim for your covered expenses. This reimbursement will be sent to the address noted on your Out of Pocket Expense Form by check from a third-party vendor, not Holland America Line. 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.
  
  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: 10/30/2022

   
  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.

  Message to BBB:  Thank you so much for your assistance in this matter.  I don't know if any response or resolution would have been reached without your help, so I am sincerely grateful.

  Message to Holland America Lines:  Thank you for making this right.  We are thankful to you for a fair credit and promise to issue our refund.  The only issue remaining is that my FCC expires in June 2023 and my husband ****'s is good until October 2023.  Hopefully we can work with the time constraints.

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

• Initial Complaint

  Date:08/24/2022

  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.

  My husband and I were on the Koningsdam for an ******* cruise from June 4, 2022 to June 11, 2022 that departed from Vancouver. On June 6th my husband tested positive for COVID and was moved to another stateroom for isolation while I was moved to a different stateroom due to close contact. Two days later I tested positive and was isolated with my husband for the remainder of the cruise. Due to ******** law, My Husband and I were taken from the cruise ship on June 11th and placed into a Hilton. In Holland America's own policy they were supposed to pay $100 per diem per day per traveler. I got home and followed all the instructions per Holland America's forms and submitted the documentation on June 23 to include the receipts. I have received no response from Holland America other than we are sorry but it is extremely busy answering a large volume of emails. I have sent numerous emails checking on the status of the claim and no response. I have called Holland America and have waited on hold for over an hour each time and yet no answer. Today, 8/24/2022 I called 5 minutes after they office opened, the message stated your estimated wait time is under 5 minutes. I waited for an hour and no one answered. I would like reimbursement for out of pocket expenses incurred and done as soon as possible as I am now paying interest on a credit card.

  Business Response

  Date: 10/26/2022

  
  
  
  October 26, 2022
  
  Mr. *************
  2126 *******************************************************************: *******************
  
  RE:  Case: ************
          Booking: XL4DMX
  
  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 you encountered.
  
  Every traveler who has experienced illness while on vacation knows how frustrating and disappointing it can be and we truly sympathize with those guests who find themselves in this situation. Consequently, weve instituted a policy of compensating guests who are asked to remain isolated in their staterooms by our shipboard medical staff due to illness. For such guests, we provide a future cruise credit based on the fare paid and the number of days the guest is isolated. We appreciate your inquiry regarding this matter and hope this response clarifies our policy.
  
  Your refund of $5,010.30 is already in process with our refund department and it will take up to ***** weeks for you to receive the check. This check will come from a third party vendor called Bottom Line and not from Holland America.
  
  Again, please accept our apologies for the wait time on your request and any inconvenience this may have caused. 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:08/18/2022

  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 appreciate your assistance in this matter but still do not understand crediting me only $402 (paid on June 28, 2022) and not the entire $600 deposit. I plan to book another European cruise next year, but a ********* cruise is in the works before the end of the year. I don't understand why I'm losing the remaining $200 of my refund or at least cruise credit. I canceled the cruise on the 13th and was going to get a full refund. I appreciate the refund of $400 promised on the recorded phone call, but why am I forfeiting the original $200 deposit? Your company seems to have significant issues regarding your refund policies, with a D- rating at the ******* Better Business Bureau with several hundred negative reviews. I see no reason to forfeit the $200 initial deposit and feel it should be used for a future cruise at a minimum. Additionally, the ************** Atty. ****** ****** is well aware of how your company avoids providing your customers a refund for canceled cruises. Any changes to the original cruise, such as changing from a veranda to an ocean view, forfeits your refund, which is unethical at best and possibly illegal.

• Initial Complaint

  Date:08/11/2022

  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 left a set of rings on one of Holland Americas ships in ********** on July 6, on July 7th I realized that I had left the rings in the safe in my room and got in touch with one of Holland America's employees there on the ship. I was notified later that day that my rings were found. Through the process with Holland America to get back my rings, somehow they have disappeared before they even got to a ************* Per the third party company that Holland America uses to help passengers obtain their lost objects, I paid over $200 to have them shipped back to me. However, the items never arrived to the ************* I have been in touch with the lost and found via emails asking where my rings are at. I got the runaround for over a week that it's ***** responsibility but ***** never received it then I was told that it was chargerback responsibility, the third party company, but they are a software company and does not in any way physically take responsibility over my rings. I have requested repeatedly via email to the lost and found department at Holland America to please respond to me and find a resolution of either finding my rings or compensating for the loss including returning the amount I paid for the ***** shipment. I never get a response. I have sent two emails and still no response after the last one was sent about 5 days ago. The value of the rings is about *****. I want my rings back more than anything. But I feel that Holland America is ignoring me in order to avoid compensation of the value. I have also tried calling and the last time I tried to call I waited over 4 hours for someone to answer.I have already cancelled any future sailing with them and will not be traveling with them ever again.In my opinion this is theft and misrepresented of what of what *** is said it would do *******************************