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:02/20/2025

  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 wife and I embarked on an Australian-*********** cruise on 1/5/2025. On the third day of our cruise, we discovered bedbugs on our mattress. The room that we booked and paid for was a suite with a balcony, an expensive room. We were informed that we would have to change rooms for the duration of the cruise while the room was disinfected and decontaminated. The only room made available to us was an inside room with no window and a couple of hundred square feet smaller. After a several hour wait, with only the clothes that we had on because everything else was being decontaminated, we moved to the tiny dark room. We were contacted a couple of days later by ******* ********* the front desk manager and the Assistant Captain in charge of house keeping. They issued us a $5000.00 credit to be issued to our credit card that was on file. After deducting on board charges our final statement showed a credit of $4622.83. After at least eight phone calls and three letters we still don't have our refund. EVERYONE that we talked to at Holland America has said that the refund would be here soon. It's been 30 days since the end of the cruise and still no refund. Now they will not even answer online inquiries or allow us to speak to a supervisor. We just want what is right fully ours, the smaller room would have been approximately $5000 cheaper than what we paid. At this point, it's simply theft. Please help us if you can. Thank you.

  Business Response

  Date: 03/04/2025

  Good day,

  We have already replied to the guest directly with refund information on February 28, 2025.  

  Kind Regards,

  Holland America

  Guest Relations

  Customer Answer

  Date: 03/04/2025

   
  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:02/19/2025

  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 traveled on Holland America Line at the end of Nov to the beginning of Dec 2024. During the trip, one of the other passengers on the cruise with me signed up for a mixology event on Dec 6th. They went to the event, and I went back to the cabin to rest. When we disembarked on Dec 7th, I wasnt able to view the app to ensure that I was charged according to the activities I participated in. I saw that I was charged $23.60. I reached out by email to ask what that amount was for. It took almost a month for a response, but I then received a reply saying it was for the mixology event. I responded back saying that I did not go to that event and I wanted a refund. I havent received an email response since then. I found a number for customer service and was given another number to call for this sort of issue. For the past 3 months, Ive been given the run around about receiving the refund and what not. I was told that the other passenger needs to pay for the event first before I can be refunded. They sent the email on or around Jan 21st and the payment was sent and taken from their account on Jan 24th. It's now Feb 19th and I still have not received the refund. Ive spoken to at least 6 different agents and they all have told me that they will expedite the refund request to accounts receivable. Ive been put on hold so many times, I can still hear the hold music. Ive only been on 2 cruises and with this being my first time with Holland, this experience has been the worst, so far. Im disappointed in how Ive been treated due to the error of someone on board (*******) charging the wrong person for an event they didnt sign up for, and while $23.60 may seem like nothing in comparison to what other passengers have been charged, having any amount of money charged incorrectly needs to be made right. It shouldnt take this long to process a refund for any reason.

  Business Response

  Date: 02/19/2025

  The guests refund is pending processing. We apologize for the delay and will respond to them directly  

   

  Customer Answer

  Date: 02/21/2025

   
  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 am disappointed that it had to come to this, but I am glad this was resolved. 

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

• Initial Complaint

  Date:02/10/2025

  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 provided my credit card to Holland America when I boarded a cruise, as it was a requirement in case of on board purchases - however, when I was checking out I asked for an invoice for the purchases they were going to charge me for, and they could not provide any invoice or receipt or even a value - I logged into their app, there was no information about the charges there either, I tried calling them, I could not get any information (they just tell me to check the app..which I already did) - and so I then emailed them, and again got no response.I then asked my bank to request information from the credit card company - there was again no response for months..but I eventually got an attachment forwarded to me which shows erroneous transactions and a few receipts, for transactions that took place after I had disembarked the ship. Holland America still did not provide any receipts for most of the transactions, and the few receipts they did provide even showed their error as they were dated AFTER I had left and show as manual entry - it seems there is possibly a staff member using stored credit card information for fraudulent activity?and so I would like to find some way to get in touch with Holland America directly - they have been completely unresponsive to me so far and have clearly made errors (deliberate or accidental in their billing) so they can address my complaint and finally provide me with receipts / invoices for the erroneous charges they applied to my credit card, and for them to refund the amounts which were taken in error / fraudulently.

  Business Response

  Date: 02/26/2025

  The guest has already received a response which included an explanation for the charges onboard and a copy of his finalized onboard statement.  

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22922371
  
  I am rejecting this response because: It is not true: nobody from Holland America has contacted me yet, despite me attempting to query these mystery charges in person, by phone, via the app and by email. My bank has advised me that Holland America applied charges to my account even after I had disembarked the ship and checked out, which means an employee on board the ship retained my credit card details and used my card to make purchases and applied them to my account. I would hope somebody / any representative from Holland America would be able to contact me and also that they would be concerned that at least one staff member is misusing customers credit card details in this fraudulent way.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/14/2025

  The guest has already received a response which included an explanation for the charges onboard and a copy of his finalized onboard statement.  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22922371
  
  I am rejecting this response because:having now received my first ever contact from the company, they have still not addressed any of the issues raised - I have written back to them clarifying the complaint issues:

  "Hi *******,
  
  
  Thank you for contacting me - after waiting for months and months and attempting to contact Holland America in multiple ways, you are in fact the first ****** from Holland America to ever contact me.
  
  
  My family and I actually really enjoyed our cruise experience with you, the cabin was nice and the staff were lovely..but we were confused by the charge you applied to our credit card afterwards, as it was more than we were expecting - no invoice was provided on your app, and I requested an invoice in ******, by phone, by email, and even via my bank..and I was astounded that Holland America would just ignore us completely.
  
  
  I can see from your attachment that you have charged us for items we did not purchase: we did not use the mini bar, we did not use room service, these charges are an error on behalf of your staff.
  
  
  Furthermore, my bank has provided me with this receipt, which shows that a staff member named '****** *******' (?) applied a charge to our card even after we had already checked out and disembarked the ship! 
  
  
  
  This is now a point of principle - and I think if you have any sense of customer service, you would agree that our family deserves an apology and for you to finally return the funds which you took in error. As a customer the worst part here is how you have continued to ignore all my previous contact attempts and requests, and have made no effort to take this feedback on board or put this right.
  
  
  I look forward to your response.
  
  
  Kind regards,
  
  
  *****"
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/28/2025

  
  
  March 28, 2025
  
  Mr.***** ******
  *******************
  *********************************** 3M5
  Email: *****************
  
  RE:  Case: 1-10440941816
          Booking: 3R8GMW
  
  Dear Mr. ******************** you for contacting us regarding your sailing on ms ********
  
  According to our records you were charged $418.35 for all your onboard purchases.  These purchases included drinks at the various bars onboard, daily crew appreciation, and a minibar charge.  This charge is based on the inventory of your stateroom mini-bar which was conducted by shipboard staff daily and on the day of disembarkation. Attached you will find a copy of your finalized onboard bill for your review.  We note you were sent responses through the Better Business Bureau on November 18, 2024, and again on February 20, 2025.
  
  The amount you dispute in the amount of $588.45 does not match charges to your credit card ending 2089; which was $418.35; we suspect you may be referring to pre-authorization holds. As stated on our website, The day you board, Holland America Line places an initial hold on your credit or debit card for $30 per person per cruise day. Once youve spent the initial hold amount, we will authorize your card for the total of your onboard purchases to date plus an additional $30 per person per day for the remainder of your cruise. Please note that there may be multiple authorizations throughout your cruise, and that some banks may keep the hold in place for up to 30 days.
  
  We sincerely regret that you remain dissatisfied with our response. However, please understand that further communication will not generate a change in resolution. While we cannot be of further assistance to you, you have our kind regards.
  
  Sincerely,
  
  ****** *****
  Special ****************** of the President

• Initial Complaint

  Date:02/07/2025

  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.

  We disembarked from a Holland America Cruises ship (ms ********** on January 6th. The booking number was 2RMN6N. Due to a shore excursion cancellation, we had a credit of $207.26 at the end of the cruise. We have made three calls to Holland America and they told us it would take an inappropriate 30 days to get the refund. Inappropriate because other cruise lines credit money in 72 hours. That's not a good business practice, however we waited 30 days and our credit card has not been credited. Today we called and now they are saying 30 business days. We asked the representative (****** **************** Special Advisor) to let us know what day to expect the refund and he refused to tell us, stating the company wouldn't allow him to specify the date. At the very least this company should be forced to pay us the refund with interest and more money to compensate for our time and trouble. In addition, the government should investigate this company's business practices. It's not right that they can do this to a consumer.

  Business Response

  Date: 02/26/2025

  Please check your files, as we responded to this  2/13/2025.   

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22912249
  
  I am rejecting this response because:  First and foremost I have not received the credit back from the business as yet. I'll only accept a response when I receive the money.  Secondly, I am not in possession of a correspondence from the Business dated February 13th.  The **** I speak to keep telling me the check is coming (being mailed) though I still don't have it.  I was told when I got off their ship on January 6th that the money would be returned to me back on my credit card within 2-3 business days.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 03/05/2025

  2RMN6N

  At Holland America Line, the security and privacy of our guests and employees are of the utmost importance. We are committed to protecting personal data and continuously seek innovative ways to enhance our financial safeguards. Recently, we partnered with a new software vendor for onboard financial transactions. Due to this change,automatic billing refunds cannot be processed if no original charges were assessed to the registered card. Instead, our shoreside accounting team manages these refunds individually.  Please understand your booking payments and pre cruise purchases are made on a separate credit card system and can't be counted towards compliance with the credit card system.  While we anticipated minimal impact on our valued customers, unforeseen factors have caused significant delays during this fleetwide initiative. We sincerely apologize for any inconvenience this may have caused, as we understand this is not the level of service you expect from us. 

   We replied  2/13/2025.  . We show our refund team audited/processed this refund request on  2/18/2025 and this was sent to the 3rdparty for the check to be cut. We expect the check will be arriving shortly from the 3rd party processor. 

  Kind regards

  Guest Relations

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22912249
  
  I am rejecting this response because:  It is exactly 2 months since we disembarked from the cruise ship and as of today's mail (March 5, 2025), we still do not have our $207.26 credit left on our onboard account.  We were told by the onboard personnel that we would have our money back on our credit card within 2-3 working days.  Why weren't your onboard personnel aware of these changes made to onboard account refunds?  I would have taken it in cash if I'd have known.   What would happen if we were two months late in paying Holland America?  I do appreciate that we at least received a cogent reply this time instead of you reciting a February 13th correspondence (One that we still have NOT received).  However, it doesn't explain as to why it took Holland America a full month to reply cogently to this BBB complaint.  We have found that it is very indicative of the poor customer service we received onboard the ship, after the cruise with your customer relations department, and now with whomever is replying to this complaint.  It seems to me that if I were in your shoes, I would call the company that is now doing these payment activities for Holland America and ask why your customer still has not received the money.  It has been over two weeks.  But then again, I actually cared about my customers when I worked. Good service and heightened sense of urgency is lost on Holland America management and employees.  This fish rots at the head.

  Sincerely,

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

  Customer Answer

  Date: 03/13/2025

  The check was received and cashed yesterday.  It was not a pleasure doing business with Holland America.  We have cancelled a 2026 cruise and we will never go on another.

• Initial Complaint

  Date:02/04/2025

  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.

  French Polynesia Moorea Excursion: Purchased 2 Excursions *************** 2 Months Prior to Cruise on Holland America Website at $179.99 Each. Excursion was Not as Advertised and We were Returned to the Tender Port 1 Hour Late due to a Lackadaisical Attitude by the Local Excursion Vender. We Requested a Full Refund at the ********************* and Met with the Manager "*****". He was Very Negative and Had His Mind Made Up Before Hand. He Talked Down to Us and was Rude. Both of Us (70 Year Olds) Had Successful Business Careers and Owned 2 Self-employed Businesses. We ************************** and ************************* When We See It. "*****" was One of the Worse Manager's We Have Ever Encountered in Life and on Holland America. He Enjoys a One-way Conversation Where He is in Complete Control. We have contacted Holland America twice now about this situation and have been given the "Bum's Rush" each time. We want all of our Excursion Money back, we did not get what we, in good faith, paid for!

  Business Response

  Date: 02/26/2025

  Dear *** ****: 

  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. However, after carefully reviewing your issues once again we are not in a position to offer compensation in the form of a refund because the shore excursion operated as per the tour description.  However, as a gesture of goodwill we previously provided you with onboard credits in the amount of $200 per person for you to use on a future cruise. We hope you can understand our decision in this matter.

  Sincerely,

  Guest Relations

  Holland America Line

   

• Initial Complaint

  Date:02/04/2025

  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 paid Holland America for a cruise and airfare for a cruise beginning October 31, 2024. Purchased airfare was flight AF3601 on 10/27/24 for ************* ******* from ******* to *********. Our ticket numbers were ************* and *************. We had checked in on line and printed our boarding passes. We were denied boarding the plane and were told there was no record of our being on this flight. We were not compensated for having been removed from a flight for which we had boarding passes. We purchased our flight through Holland America, but they have not given us an explanation of why this happened. Holland America did tell us to file an insurance claim, which we did and were denied. Holland America caused us much frustration and anxiety and have not done anything to explain why this happened.

• Initial Complaint

  Date:02/04/2025

  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 received an email from Holland America on January 30, 2025 titled ****************** Upgrade Special for ********* party, booking # 3WDM9W." That is my name on the email (******* *********), and that is my booking number for a cruise starting from *************** on February 23, 2025. I called the number provided in the email address ************** on Friday January 31, 2025 and spoke with an agent for 33 minutes. The email had stated, "Congratulations, you have been selected for a special paid upgrade offer! Enhance your cruise and reward yourself by taking advantage of a reduced rate to upgrade your accommodations. Here is your offer:..." with subsequent choices. My travel partner, ***** ******, and I spoke on speaker phone with the agent who said we "do not quality for a special upgrade." We discussed how 1. I received an email with my booking number and my name in the email sent to me on 01/31/25 2. How being told that "I do not qualify for the ***************** Upgrade Special" is out of integrity of good business practices and could be considered false advertising by Holland America.3. The customer service agent reached out to his supervisor who upheld what the customer service agent told me, that I "do not qualify for a special upgrade."I requested the customer service agent offer constructive feedback to his supervisor on behalf of other customers, their advertising, and the agents asked to a uphold policy as such that is, receiving an email offer that's not upheld because I don't qualify.The service agent offered to put me on a waitlist for a future offer on rooms, without assurances or promises that this would indeed happen. The agent in the phone call (which was hopefully recorded) stated that Holland made an error by sending the email to me. My travel partner, ***** ****** is also witness to the customer service agent saying an error was made by Holland America, yet they would not honor the offer they sent to me in my name and booking.

  Customer Answer

  Date: 02/07/2025

  Thank you for your support Better Business Bureau,
  
  I received a message from Holland America today and followed up with a representative.  The issue has been resolved I was offered the same deal that was, at first, not honored in the email sent to me on January 30, 2025.  The original offer was made and honored via the phone today.  The customer service agent who left a message, ***, sounded upbeat and kind, and the agent that I spoke to not long after, ******, was also very friendly and accommodating.  Thank you Holland America for restoring my faith in your business.  I hope this incident has provided helpful feedback as you serve your customers and support your representatives who serve your clients, as well.
  
  I look forward to future cruises with Holland America.
  
  ******* *********
  

  
  

• Initial Complaint

  Date:01/25/2025

  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 returned from a 14 day cruise out of ***************, ** on December 1, 2024. We had a refundable amount of $158.00 on our account at the end of the cruise. To this date we have not received our refund and I have contacted the cruise line 3 times about this issue.First Holland told us we should receive our refund on our credit card. Second, we were told we would receive a check. The last time I was told we would receive instructions how to get our refund, but still have not received the ******** should not take this long to get a refund. I do not know what else I can do to get the refund we are owed.Any help you could give me would be greatly appreciated.******

  Business Response

  Date: 02/17/2025

  We will reply to the guest directly.  Please note that we are aware of the guests issue and we are advocating on behalf of the guest to have their issue resolved as soon as possible.  

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22856854
  
  I am rejecting this response because:
  The business has not followed through with giving me a response of when I can expect a refund.

  It has been almost 3 months and there is no indication I am going to receive my refund.

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

  Business Response

  Date: 02/21/2025

  We are responding directly to the guest. Our investigation determined the refund didn't function as it should and we have escalated this to the refund team.  This will have to be processed manually and in the queue awaiting assistance. Regrettably we do not have an eta for completion.  

  Guest Relations 

  Customer Answer

  Date: 03/12/2025

  Good Morning *******
  
  I received 2 emails from the BBB, on 2/21 and 2/28.  I was out of the country and unable to receive emails.  I read both emails and I would like my case reopened.
  
  I was contacted by Holland America Cruise Lines, but was not satisfied with their response.  Their representative told me they are working on getting us our refund.  We returned from the cruise on December 1st.  I dont think we should have to wait over 3 months to get our refund.  There is no date of when we will receive the refund or how.
  
  How long do I need to wait, to assume I will not be receiving my money?
  
  Any help you could give me would be greatly appreciated.
  

  
  

  Business Response

  Date: 03/18/2025

  
  
  
  March 18, 2025
  
  Mrs.****** ******
  **********************************
  ***************-5900
  Email: **********************
  
  RE:  Case: 2-10436853144
          Booking: 2D2D4D
  
  Dear Mrs. ******************** you for contacting us regarding your sailing on ms **************** We sincerely apologize for the delay; however, we would like to take this opportunity to respond further at this time.
  
  Please be patient while your refund is being processed as our refunds are taking longer than normal. Please know we are doing everything in our power to expedite where possible. As mentioned in a previous correspondence, we have issued you and Mr. ****** an onboard credit in the amount of $100.00 USD per person. These credits have a book by and sail by date of February 24, 2027. The credits are connected to your Mariner numbers and will automatically apply to your next Holland America reservation; they are non-refundable and may not be used toward a cash advance or casino postings.
  
  It always concerns us when a guest is unsatisfied, and your feedback is important. However, after carefully reviewing your issues once again we are not in a position to offer compensation. We hope you can understand our decision in this matter.
  
  We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best.
  
  Sincerely,
  
  ***** *****
  Special ****************** of the President
  
  
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22856854
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/31/2025

           B

• Initial Complaint

  Date:01/24/2025

  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.

  1. Gangway Stop and Overspender Label Upon leaving the ship, security stopped me without explanation. I saw on the screen that I was labeled overspender and instructed to deny exit. This language was misleading and wrongfully suggested financial issues - absurd since our account was fully paid. My wife was asked if she was with me and then told to wait as well. This was illegal detention since the staff had no grounds to stop us from leaving.2. Public Humiliation The security guard loudly declared, Theyre overspenders, in front of other passengers and staff. This public statement, combined with our detention, created a humiliating scene, leading others potentially to suspect financial wrongdoing or worse. Today such situations can quickly cause assumptions of guilt. With the prevalence of recording devices, risk to reputation is significant. The remark constituted slander, harming our public image, especially given our roles as public figures, and violated our privacy.3. Lack of Clarity and Misleading Communication My wife and I were asked for our passports, which I thought were for inspection. Instead, they were taken from us, which was illegal seizure. We were told we were being taken to Customs - misleading since all passengers go through Customs. US Customs doesnt handle ship account issues. When I asked for clarification, I was told this was a random screening, which contradicted the overspender label. We were told to speak with ******* without any details about who he was or why we needed to see him.4. Needless Resolution When we finally met *******, a member of the cruise terminal staff, he only asked if we had purchased jewelry onboardwhich could have been handled discreetly. *** was already aware of our purchase, raising questions about the entire situation. Our $5K purchase was well below customs declaration limits. When we reached the ***** officer, she simply waved us through, highlighting the unnecessary humiliation we endured.

  Business Response

  Date: 01/09/2025

  To Whom It May Concern:
  
  The complaint is regarding our sister brand Holland-America, we each operate under the umbrella of ******************** each of the brands a part of the World's Leading Cruise Line ***************************************************************************************************;
  
  Therefore, as the Fun Ships of Carnival Cruise Line our reservation system operates independently from each of the brands and we do not have access to address the comments and concerns of the consumer. 
  
  Please forward this request to the proper office for handling.
  
  

  Business Response

  Date: 01/22/2025

  Thank you for reaching out. We understand your concerns regarding your experience during disembarkation.

  While Holland America Line is part of ******************** and a sister company of Carnival Cruise Line, we are unable to respond on their behalf. We recommend reaching out directly to HALs Guest Relations team, as they will be best suited to address your concerns and provide any necessary clarification.

  We appreciate your time and understanding.

  Sincerely,

  Guest ********************** of the President
  Carnival Cruise Line
  *******************;
  ***************

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22785415
  
  I am rejecting this response because:

  ==================

  25 January 2025
  Thank you for your efforts thus far. In response to Carnival's suggestion that I contact *** *************** please note that I have already done so, as well as contacting the ********** of the ************************ never contacted me, even when I wrote to a supposed supervisory email address. I eventually received the reply from ********** of the President copied below, followed by my reply, followed by their recent reply to me. Since ******************** is the parent company, and no resolution has been achieved dealing directly with ***, I was planning to write to ******************** directly when I received your recent update.
  The second reply from ********** of the President, while much nicer than the original reply from said office, nevertheless remains vague and dismissive, providing no real solution. 
  The further reasons why the resolution is unsatisfactory are outlined in detail in my reply (copied below) to the ****** of the ************ brief, the matter was not an issue over whether or not we could or should have been taken to customs. In fact, everyone departing the ship was going to customs. Neither my wife nor I had nor have the slightest problem talking to officials of *****. The problem is how the *** ship security staff and cruise terminal staff to whom they referred us handled the matter. The ship security labeled us publicly and openly as something called an "overspender"and refused to explain what that meant. We were detained illegally from leaving, because neither ship Security nor Cruise terminal staff are law enforcement officials -- and their legal obligation to cooperate with *** does not change that fact. (In fact, I requested that the *** ****** of the President show written proof of any Authority given to them by the US federal government to do what they did, and they did not do so.)
  The remainder of the details of the incident are in my original complaint as well as my reply to the ****** of the President below.
  Now, currently *** tries to claim that they have a cruise contract that claims they can do anything they want without having to compensate their passengers. That is absolutely a shocking precedent. Let that sink in... ***'s ****** of the President is literally saying that their Cruise contract allows their crew to treat passengers anyway that they want with complete impunity. This is a marked change from earlier customer service in which even the most minor problem that I simply wanted to bring to their attention to be helpful in the past resulted in future cruise credit is a sign of goodwill.
  As it stands, the opinion offered by the ****** of the President does not give me the slightest confidence in ever returning to sea with *** as long as such policy remains. Should any problem occur, I do not believe that the *** staff will do anything to assist, but rather relieve my wife and I to fend for ourselves as *** hides behind its interpretation of the cruise contract.
  Again, the most recent response from the ****** of the President, while considerably better than the original response, remains dismissive and vague. Where is the admission that the members of the crew actually did something that they shouldn't have done? There are references to supposed steps for improvement, but what specifically are the steps? For example, are they now going to do something rational, such as instruct ship security and crew to inform passengers who make high value purchases that need to do extra screening with US Customs in advance so that they can simply proceed to such extra screening (perhaps even escorted for convenience by members of the crew or Cruise terminal staff) in a very discreet manner? If that had been done, we would not be having this conversation now.
  Lastly, I reiterate that a suitable amount of future cruise credit would go a long way to restoring confidence and communicating that *** actually believes in accountability. To that end, I will also point out that I would not have engaged in this process at all personally unless I cared about ***, but simply would either have transferred the matter to one of my assistant's or ignored it completely and never returned to *** at all. 
  I hope, therefore, that the parent Corporation, i.e.,Carnival, will take this much more seriously than ***'s current "customer service" and either handle it appropriately as I have described above or direct *** to do so. The cruise industry is built on long-term loyalty and long-term relationships. *** currently seems to have forgotten this.
  
  
  
  
  ============================
  January 16, 2025
  Pnce. Rutherford *******
  ******************
  Flagstaff, AZ 86004-7955
  Email: ************************
  
  RE:  Case: 2-10445885651
         Booking: 2HWQ2T
  
  Dear Pnce. *******:
  
  Thank you for contacting ************************************ your ********************;sailing. Ms. ********************* reviewed your concerns and asked me to express her regret for your disappointment.
  
  Our goal on every sailing is to provide our guests with a relaxing experience from start to finish, so we were very concerned to learn of the difficulties you faced while departing the ship at the end of your cruise.We realize disembarkation for your sailing did not go as smoothly as expected,and we understand your frustration. Please accept our apology for this regrettable end to your cruise and our assurance that we will increase our efforts to ensure a quick and efficient disembarkation for all our travelers.
  
  Guests with high-value purchases may be randomly selected for additional security checks as part of our security measures. Customs procedures require these checks, and they must be conducted on every sailing.We sincerely regret that you felt undervalued and disrespected by our staff as they performed this critical duty. Your feedback has been shared with the appropriate management staff for their awareness and corrective action as necessary. We are committed to ensuring that all our guests are treated with the utmost respect and that any misunderstandings are resolved promptly and privately. Again, please know that we recognize the service you received did not live up to our high standards of operation, and we are sorry to have let you down.
  
  While we understand the impact this incident has had on you,we regret to inform you that we cannot offer any financial compensation. Please be advised of the following section of our Cruise Contract, to which all passengers agree prior to boarding:
  
  16. LIMITATIONS ON CARRIER'S LIABILITY; INDEMNIFICATION.
  
  (C) Claims for Emotional Distress: Carrier shall not be liable to the Guest for damages for emotional distress, mental suffering or psychological injury of any kind, under any circumstances, except for such damages proven in a court of competent jurisdiction arising from and attributable to Guest's physical injury or as the result of Guest having been at actual risk of immediate physical injury proximately caused by Carrier's negligence ("Emotional Harm").
  
  We know this decision will disappoint you, but we are sure you can understand that Holland America Line adheres to strict compensation guidelines. We must remain consistent and refrain from making exceptions. We sincerely apologize for any further upset this may cause.
  
  We value your loyalty as a long-standing guest of Holland America Line and hope that, despite the frustrations you have faced, we will have the opportunity to welcome you onboard once more. Thank you again for contacting Ms. ************* Feedback from our Mariners is vital in our mission to create once-in-a-lifetime experiences, and we hope to share many more voyages with you.
  
  Sincerely,
  
  *** *********
  Special Advisor
  
  
  ****** of the *************************************************************************** you for your response regarding my complaint about the disembarkation incident aboard the MS Nieuw Amsterdam on December 15, 2024. While I appreciate your acknowledgment of the issue, I am disappointed by the lack of a meaningful resolution and what feels like a dismissal of the seriousness of what occurred.
  Your explanation of random checks does not align with the facts of my specific experience, including being publicly labeled an overspender, detained without explanation, and having passports confiscated. These actions were neither conducted privately nor respectfully, and the lack of communication from your staff only amplified the humiliation and distress caused.
  If this process is truly part of your policy, I respectfully suggest that better safeguards be implemented to ensure its execution reflects the high standards that loyal guests expect from Holland America. For instance,guests could be warned in advance, the process could be conducted discreetly, and terminology such as overspenderwhich carries connotations of financial irresponsibilityshould be avoided altogether. Such language is inappropriate and damaging, particularly when applied to loyal guests who have settled their accounts in full.
  Furthermore, I question the authority of *** or cruise terminal staff to detain passengers or confiscate passports. If such authority exists, I would appreciate written documentation demonstrating that these individuals have been duly deputized as ad hoc law enforcement officials by the *************** to carry out these actions. For context, I was a founding member of the ************************************, and I am familiar with the limits of such authority.
  While on one hand I understand your reliance on the Cruise Contract to deny compensation for emotional harm, this response sidesteps the core issue: the mishandling of protocols, lack of professionalism,and reputational harm caused by your staffs actions. This is not solely about emotional distressit is about upholding basic standards of respect and accountability.
  As a long-standing 3-star Mariner who has always chosen Holland America for its high standards, I am deeply disappointed that my loyalty has been met with a response that feels procedural rather than corrective. Quoting the Cruise Contract essentially implies that *** can treat passengers however it wisheswithout regard for professionalism,privacy, or trustso long as physical injury does not occur.
  Even in minor past issues, such as an onboard photography error, your team offered Future Cruise Credit without me having to request it. In this case, where the mishandling was far more serious, a thoughtful gesturesuch as Future Cruise Credit of a reasonable amountwould go a long way toward restoring my confidence in Holland America Line.
  I urge you to reconsider this matter and provide a resolution that reflects Holland Americas commitment to guest satisfaction and accountability.
  I look forward to your prompt response.
  Sincerely, 
  **********, Pnce. of Rome-Ruthenia
  
  ================
  January 17, 2025
  Pnce. Rutherford *******
  ******************
  Flagstaff, AZ 86004-7955
  Email: ************************
  
  RE:  Case: 2-10445885651
         Booking: 2HWQ2T
  
  Dear Pnce. *******:
  
  We understand that the explanation provided regarding "random checks" did not align with your specific experience, and we deeply regret any embarrassment or discomfort caused by the actions of our staff. Your feedback is invaluable, and we take your suggestions for improving our procedures very seriously. We are committed to ensuring that our processes are conducted with the utmost respect and discretion. Our policies are continuously reviewed as we work to improve our services.
  
  Your loyalty as a 3-star Mariner is highly valued, and we are committed to addressing the core issues you have raised. We strive to maintain the trust and satisfaction of our guests, and we regret that your recent experience did not reflect our commitment to professionalism and accountability.
  
  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. However, after carefully reviewing your issues once again we are not in a position to offer compensation. We hope you can understand our decision in this matter.
  
  Thank you once again for bringing this matter to our attention.
  
  Sincerely,
  
  *** *********
  Special ****************** of the President
  =======================================
  Sincerely,
  
  ********** *******

  Business Response

  Date: 01/23/2025

  Thank you for the opportunity to respond again.
  
  We are sorry to learn that you remain displeased, however as previously advised, Carnival Cruise Line's reservation system operates independently from each of the brands and we do not have access to address the comments and concerns of the consumer. While we certainly understand your frustration. Unfortunately, this is a case where we are unable to honor your request and must direct you back to *** regarding this matter as this will be Carnival's final disposition. At this point, we must advise, we will no longer be responding to correspondence related to this matter and apologize for any further disappointment.
  
  We appreciate your understanding.
  
  Kind Regards,
  Carnival Cruise Line

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22785415
  
  I am rejecting this response because:

  1. ******************** is tone deaf and likely did not read the reply. 

  2. They were requested either to take action (which they say now that they cannot do) OR to direct *** guest services to reply. They did not address the latter. 

  3. This is the classic corporate runaround. 

  4. They are likewise asked once against to DIRECT HOLLAND AMERICA to address the matter properly. 
  
  Sincerely,
  
  ********** *******

  Business Response

  Date: 01/24/2025

  To Whom It May Concern:
  
  The complaint is regarding our sister brand HOLLAND-AMERICA, we each operate under the umbrella of ******************** each of the brands a part of the World's Leading Cruise Line ***************************************************************************************************;
  
  Therefore, as the Fun Ships of Carnival Cruise Line our reservation system operates independently from each of the brands and we do not have access to address the comments and concerns of the consumer. 
  
  Please forward this request to the proper office for handling.
  
  

  Business Response

  Date: 02/17/2025

  Please see the response sent to the guest January  17, 2025.  We have replied to this concern and are unable to offer compensation. 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22785415
  
  I am rejecting this response because:

  It cannot be the case that you cannot offer compensation when you have done so before even without being asked. You cannot offer even a token amount of future cruise credit, but would rather tell a customer effectively: "Bugger off! But you can still come spend money on our ships!"?  If you did it before, you can do it now...especially over something like this. Similarly, you have not even admitted in detail that this was wrong or specifically what will be done to address it. 
  
  Sincerely,
  
  ********** *******

• Initial Complaint

  Date:01/15/2025

  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.

  booked cruise on Holland America Lines, 14 days ************** (*******). Booked through **************************, ************, **********. Trip was for 7 people (3 couples and 1 single lady). Group was 4 women who went to school together and 3 husbands. Trip was scheduled 11/16/23 on **** included cruise, air travel, shore excursions, crew gratuities basically everything (slightly over $14,000 was cost for couple, not sure what single member cost). Couples were flying out of **************, ************* single member from *******, **. Couples arrived at ************** 5 hours before scheduled flight. Boarded plane and were ready to depart when we were told that plane needed to be refueled. Refueling cause about 1 hour late departure making arrival in **********, ******* late and causing us to miss connecting flight. ************ couldn't get us on a flight until 10PM which caused us to miss ship departure (3PM). 1 member called *** customer service and was told we had 2 choices, first we could stay in ********** for 5 nights then catch up to cruise in ********, ******* or second option was cancel and return home. Since we would miss about 40%+ of cruise we picked option 2. Member from ******* made it to cruise but didn't know we missed it until ship had departed so she spent two weeks by herself when she had planned on cruising with friends. 2 couples bought insurance, 1 didn't. 2 couples filed insurance claims and after 2+ months were told maximum amount of $500 per persons was pleased to be reimbursed (we paid $438 per person for insurance) Couple that didn't buy insurance was given a voucher for future travel ($6,000) and *** would do no more for couples with insurance. Our complaint is that *** arranged everything and problem was failure of their arrangements. Our vacation ruined by *** and they keep $10,000 a couple(x3) and couple that didn't buy insurance voucher for $6000, couples with *** protection plan get $1000. We don't feel *** fulfilled contract

  Business Response

  Date: 01/14/2025

  Dear Mr. ******************* believe this complaint was intended for submission to another cruise line. We have confirmed that Mr. ******** is not a current or past customer in the ********************************************** Lines database.

  Thank you,

  American Cruise Lines

  Customer Answer

  Date: 01/15/2025

  Complaint was about Holland American Lines .We booked 14 day cruise and everything through ***, including all transportation from ************** ************* to ********* and return after cruise. Total over $14,000 including shore excursions and travel insurance paid to ***. Flight scheduled by *** was delayed due to refueling issue and caused us to miss connecting flight to ********* causing us to miss ship departure. Member of our group called *** customer service and was told we had 2 options. One was stay in ********** for 5 nights and catch up to ship in ******* or 2 cancel and return home. Since option 1 would cause us to miss about 50% of cruise we picked option 2 (cancel and return home)  WE BOOKED AND PAID IN ADVANCE FOR 2 WEEK CRUISE NOT A WEEK IN ********** AND 7 DAY CRUISE. *** refunded about $4000 for shore excursions and advanced gratuities but not rest of over $10,000 we paid. Problem was caused by airline delay (we didn't book or schedule flight *** did) Problem was caused by *** booking and scheduling not us. Filed insurance claim (insurance bought and paid for through ***) and after several months and numerous requests for more documentation and weeks of review of documents they awarded us $500 each (paid $438 each for insurance). We bought insurance to protect from losing $14,000. A couple traveling with us didn't buy insurance and *** gave them a voucher for $6000 toward a future cruise but told travel agency since we had insurance they wouldn't do anything for 2 couples that bought insurance (Holland America Protection Plan). This was best insurance offered by *** (Platinum Plan - cancel anytime for any reason). Since we did everything (including paying for entire trip to ***) that we were supposed to do and problem was with arrangements made entirely by *** we feel *** didn't fulfill contract.

  Business Response

  Date: 02/17/2025

  We are waiting for reporting

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22798889
  
  I am rejecting this response because: All response that I see is Holland America is awaiting reporting - We have been trying to resolve this issue since September 2024. I am sure they are fully aware of issue that occurred starting August 31, 2024. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/05/2025

  We have a representative assigned to these bookings. We are still awaiting reporting on one of the bookings and will respond once we receive this information.  We appreciate your patience. 

  Guest Relations

  Customer Answer

  Date: 03/06/2025

   
  Complaint: ********
  I am rejecting this response because: We have been trying to resolve this matter for almost 6 months. There were 3 couples that booked everything through *** exactly same except 2 couples bought travel insurance through *** and one didn't. All payments were made to *** through credit cards. *** wouldn't do anything for couples with insurance but fully reimbursed couple without insurance. 2 couples with insurance paid $439 per person for insurance and after filing claim with ************* we received $500 per person for DELAY. We both disputed this with ************* (*** insurance that we purchased to protect over $10,000 paid entirely to *** for 14 day cruise, all travel and insurance). Due to flight delay (arranged by ***) missed ship departure. *** customer service *** gave us choice of stay in ********** 5 nights and join ship in ******* or cancel trip. Since staying in ********** and joining ship we felt this wasn't what we paid for because we would miss about half of cruise. We don't understand how couple that didn't purchase *** insurance gets full refund and couples that purchased insurance gets $500 per person.. We disputed *** insurance finding but were told that is what we get for DELAY (this is not a delay but ruined our vacation that we had planned for about 18 months). Everything was paid to *** and arranged by *** (cruise, transportation and insurance) and if there was a problem with their arrangements they should deal with the companies that they worked with, not keep our $10,000. We trusted *** to do what we paid for (in advance). They didn't get us to port in time to board ship and gave us the choice to cancel but then insurance they sold us didn't live up to the CANCEL ANY TIME FOR ANY REASON platinum policy. We would like a full refund that couple without insurance received. *** once you lose trust it is hard to get back. 

  ****** *. McGinty    ********* E. *******

   

  Business Response

  Date: 03/26/2025

  
  
  
  March 26, 2025
  
  ****** Travel
  Attn: Heather
  ********************
  ********************-2615
  Email: ***********************************************
  
  RE:  Case: 1-10368942923
          Booking: 2QWLVM
          Guests:*******
  
  Dear *******,
  
  Thank you for contacting us regarding your clients ms ********* sailing. It concerns us to learn of the disappointment they experienced. We do apologize, for the delay in response.
  
  We have built future cruise payments for *** and ************ in the amount of $2325.42 per person and they have 2 years for them to be used. Please be advised that this is an exception to our policy. We offered to get guests to the next port of call in ******* and that would have been 4 days later, which they declined. We have made this decision as an exemption from our policy.  
  
  Please be assured their concerns were reviewed thoroughly before this offer was made. We take various factors into account when addressing guest concerns and determining an appropriate gesture; our offer was not meant to place a value on your clients experience, it was simply provided as a gesture of our sincere regret for the difficulties they faced. Although we are unable to offer anything additional in this situation, once again, we want to extend our sincere apologies for any resulting disappointment.
  
  Thank you again for contacting us with your clientsconcerns, and please feel free to follow up with any additional comments or questions.
  
  Sincerely,
  
  **********
  Special ****************** of the President

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22798889
  
  I am rejecting this response because: We planned for approximately 18 months for this vacation and arranged everything and paid in advance for 14 a day cruise, all transportation, and travel insurance all to **** We paid everything to *** through our American Express Card. We never dealt with airlines or insurance companies. We feel we did everything we agreed to and *** failed to provide what they agreed to. When problem occurred, we contacted *** customer service and were given two options. First was stay in ********** for 5 nights and then fly to ******* and join cruise. The ship didn't get into port because of weather, and we understand that *** couldn't control this, but it would have meant another missed day of 14 day cruise meaning we would miss about 50% of cruise that we had planned on. Second option they gave us was cancel and return home. Since we booked full 14 day cruise and not 5 nights in ********** and then 8 day cruise, we decided on option 2 that *** gave us. After returning home we were told to file insurance claim. We filed claim with *** (platinum policy purchase from ***) There were 3 couples traveling together on this vacation and 2 couples purchase insurance from *** and one didn't. After dealing with *** for over 2 months they determined 2 couples would receive $500 per person for trip DELAY. We had disputed that this was trip DELAY but that was final decision by insurance. I said I would like to appeal that decision but never received a response, much like all contact with ***. I have never received response to numerous contacts with *** customer service other than acknowledgement that they had received my emails. After more than 6 months of trying to resolve this issue (caused strictly by problem with flight booked by ***, not us) the couple that didn't purchase insurance has been fully refunded over $10,000 paid for cruise and flights but 2 couples that bought insurance from *** was issued $1000 ($500 per person for insurance that cost $439 per person) and *** kept our $10,000. The letter attached with checks stated "Thank you for using Holland America Protection Plan" which leads me to believe that the decision to pay insured $1000 and *** keeps $10,000 per couple was made by ***.We did everything that we could to make our 14 day cruise but arrangements made by *** caused the problem. They reimbursed couple that didn't by insurance for canceled trip so they know they are at fault. At this point I think the insurance package and the way the claim has been handled could be insurance fraud. *** has totally lost my trust by the way they have handled this. I don't understand how they feel justified keeping $10,000 a couple and reimbursing couple without insurance. Thank BBB for trying to deal with ***.
  
  ****** *******