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:08/11/2022

  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.

  went on a cruise which ended 7/23/2022, Booking number XPXXWW. Have been trying to get a final bill to reconcile charges. Have called guest services and was on hold for over 3 hours with no answer. Emailed guest services about 10 days ago with no response. Called the main number and asked for an escalation point. Was transferred back into the guest services queue.The last billing statement i obtained on the ship was 7/22. The credit Holland American applied to my credit card doesn't match and it appears that I am owed an additional credit.Need copy of final bill and a person that can answer questions,

• 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 have been continuously misled by the information provided by ***, which allured me into purchasing a cruise I cant board. *** should be responsible.I made a booking for ****** cruise Eurodam through Expedia in April 2022 with full payment. This week when the cruises online check-in opened, I realized my family of three would not be able to board the ship due to **** issues.Before I made the booking in Apr, I called **** They confirmed Im good. At around 8-9PM EDT on Aug 9 2022, I called **** they confirmed again that we could board the vessel only with a valid passport of more than 6 month expiration date. I did my own research and figured out the guidance given by Holland America Line was a false statement. I couldnt imagine what it would be like if I trusted them and flew my whole family from ******** to ******* trying to board the ship. We have invited a few friends of families to join us on this cruise, but by then I knew I had to cancel it and replan my holiday.I called both Expedia and *** to cancel my booking at 7-8pm EDT August 10th. During the hour-long negotiation,*** refused to give a full refund, and refused to give cruise credits. They said they could only reschedule my cruise to July 29th 2023, under the condition of me paying an extra $368. With hesitation I chose to take the offer. However, when I was waiting for credit card payment, *** changed their word again, saying its a mistake and they couldn't reschedule. The only option was to give me a 20% refund. I felt bullied and this is so upsetting. This is the way *** handles and manipulates customers to their advantage. Its simply not right to do business like this.Due to the nature of so much misinformation given by the *** at every stage of this booking, I believe my family were misled by *** into this purchase and we were not treated fairly. Their solution of 20% refund is not acceptable, I demand a full refund of $3323.Booking number: XQ9Q3D for ***********, *** HE, LANGMING **

• Initial Complaint

  Date:08/09/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid $287 each for sig *** pkg sncl promo, sig dining and prpd crew in February. They changed us each another $495.18 each on the ship invoice. That total charge was $1215.82 on ****. I have emailed and called several times, holding up to 1-1/2 hrs with no response at all. Cruise was on ******* May *****, confirm #XJ9N7V. Transactions date 3-23-2022 for $5020.00 includes original charge. Also I went to the doctor ******* and need an invoice to send to travel insurance. $227.97. the phone number their travel advisor gave me for medical does not work. I tried to dispute the credit card charge but the charge on ship had too many other variables to meet their criteria.

• Initial Complaint

  Date:07/28/2022

  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.

  This is a complaint about an incorrect $59.00 charge to my credit card while aboard the Holland America Line cruise ship ms ******* on June 24, 2022 (booking number XQWNHH). Heres what happened. On June 20th, I accepted reserving two spots (for my father and I) to attend a wine tasting on June 24th aboard the ship. But after discussing it with my Dad, we both decided we werent interested in attending the event. I walked down to ***** Services and was assured if we simply do not attend the event, my credit card would not be charged. On June 23rd, we received two reminder cards for the event the next day. Again, I walked down to ***** Services and showed them the two cards asking if we would be charged for not attending? I was reassured by the front desk clerk, Please dont worry ******************. Rest assured your card will not be charged if you do not attend that event. We went about our day on June 24th without attending the event. But on my return home, guess what I see on my final cruise statement? A charge for $59.00 for the wine tasting we didnt attend! So I phoned ***** Relations June 28th and case: 1-9210835777 was opened, inviting me to please follow up with any additional questions. I wrote back to them asking where this $59.00 refund matter stands? I received silence. So I tried to call on a number of occasions, but after two hours on hold each of five separate occasions waiting for ***** Relations to pick up, I gave up with that. So I wrote a **** letter to ***** Relations mailed July 11th but have yet to hear a peep (via phone, email or **** mail) from them 13 business days later. Please assist in this vexing matter on my behalf.

• Initial Complaint

  Date:07/20/2022

  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 booked an ****** Cruise through **** on Holland America on 12/23/2019 for 3 couples. We were given the **** member credit promotion # ********** and Save Now and Cruise Later promotion #*********. Because of Covid this cruise was cancelled. In 5/2020 Holland America offered us incentives to rebook. We agreed to option #1, which included future cruise credit of 125% of the base cruise fare and onboard credit of $250/person. On 2/25/21 we received on email stating "incentives and promotions are protected" if we rebook. We did rebook. Our cruise was also cancelled in 2021. Since our cruise is leaving on 8/21/22, we decided to contact Holland America and **** to confirm our promotions. They state the "Save Now and Cruise Later" promotion expired in 2021, even though the cruise was cancelled and we have an email verifying our incentives and promotions are protected. On 7/1/2022 we forwarded the emails to **** and Holland America per their request. It has been 2+ weeks and we have received no response. We have spent hours on phone calls with no results. Holland America states we need to go through travel agent since we booked it through them.

• Initial Complaint

  Date:07/18/2022

  Type:Sales and Advertising 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 recently were on an ******* Cruise June 12 thru the 19th on Holland Americas Noordam Ship. The whole trip including Airfare arrangements were made through the cruise line. Unfortunately upon Arrival to ***** airport to begin our cruise on Sunday the 12th, we were informed by American Airlines that we WERE NOT found in the system to be on that flight. With no other options we had to purchase another airline ticket so we would not miss the ship, in the amount of ****** per person. We provided her with the ticket locator number and the ticket number( papers attached) that were emailed to us and we were not in the system. The previous evening my wife could not verify the flight as it had said that it was booked through the cruise line. Upon arriving on the ship by Wednesday, I had talked to a representative in customer service on the ship *****, who proceeded to take down all the needed informatin and forward to the appropriate personnel. She left a phone message on Friday saying the situations has been resolved and I would be credited the ****** on my credit card. The price of the two purchased tickets.This past Wednesday the 22nd, I was informed by my credit card company that I was credited ****** or the amount of the charges we incurred while on the ship. However, I was to be credited ****** so minus the ****** already credited I am owed ****** which covers the charges of ****** and is the difference I am owed which all totals aforementioned ******. I tried calling the customer service line several times on Wednesday June 22 and which I was on hold for 45 mins and then 1 hour 15 mins another. I had also sent a detailed email in which I received NO response. I heard several times on hold that my call was important to them apparantely not important enough. Thank goodness there were seats available on the Vancouver flight.We even have the help of our travel agent, who has not had ANY luck as well.

• Initial Complaint

  Date:07/16/2022

  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.

  On March 5, 2021 I booked #CTVM2N a 10 day cruise to the Baltic directly with Holland America. I paid a $1,358.00 deposit that was fully refundable if I cancelled by April 7, 2022. As a result of the war in ******* I cancelled the cruise on April 6, 2022, but was only given a partial refund. I'm still owed $758.00 under the attached contract. It was relayed to me both verbally when I booked my cruise with Holland America and in writing that the deposit was fully refundable as long as I cancelled prior to April 7, 2022. I have tried repeatedly to contact Holland America by phone and email (attached) without a response.

• Initial Complaint

  Date:07/15/2022

  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.

  We traveled on a 14 day Cruise in May of 2022 and contracted Covid. We isolated on board for five days and continued to isolate at our disembarkation point for another five days, before we were able to return to the US.We were told we would receive "Cruise credit" within two weeks for our days of isolation, and be reimbursed for expenses related to our additional isolation. We had no travel insurance other than Holland America's Standard Cancellation Policy.Our complaint seems very straightforward. We'd like our Cruise credit, and our basic expenses reimbursed in a prompt manner. We realized the company is backlogged (we submitted our claim six weeks ago) but the company is completely noncommunicative to emails or phone calls as to our claim. We have absolutely loved this Company and been its hugest supporter. We don't want any animosity; we simply want our claim addressed promptly.