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:09/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During our recent cruise a portion of our statement was paid in person and we were provided a receipt and approval code for the transaction. At the end of the cruise, the remaining balance was charged to the card on file and we were provided a final statement showing no balance. Roughly a month later we began receiving emails stating the bill had a balance of the exact amount that was charged on ship. When we called Guest Relations to inquire about the discrepancy we were told that the person contacting us was not a HA employee and that the bill reflected paid in full. However, we continued to receive requests for payment, so we called guest relations again. 3 months, 30+ calls made, and an insane number of hours spent on hold & repeating the issue, we were finally told the person who originally contacted us is in fact an employee and despite having a statement showing no balance and receipts to match, a balance is still owed. Today I paid it and will ask my credit union to research/dispute the issue from here as I refuse to spend another minute on the phone with HA. As a supervisor for a financial institution, I cannot imagine two departments giving conflicting information regarding a debt or taking 3 months to resolve an issue. Also, due to originally being told the person contacting us was not an employee and a fear of identity theft, we signed up for credit monitoring and placed security holds on multiple accounts and credit reports. We already paid for another cruise before all of this came to pass, but I will definitely not be recommending HA in the future and cant imagine that I would book with them again after this.

• Initial Complaint

  Date:08/29/2024

  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.

  Holland America is an untrustworthy business that does not operate in good faith. They have appallingly bad customer service practices. My family recently spent thousands of dollars on a 10-day Alaskan cruise and land tour to Denali. Unfortunately the tour visit to ******************** was canceled due to the park being closed (due to a wildfire). Holland America did not make any alternative travel arrangements for us (despite our multiple requests). We dont fault Holland America for the park being closed (obviously the wildfire was out of their hands). But ultimately the gap between the service and experience we paid for and what we received was very wide. From a 5-hour train ride that turned into a 12-hour nightmare that ended with us disembarking the train and finishing the route via bus, to the extreme lapse of maintenance, safety, or quality checks, to the harassing treatment from a staff member, to the lack of communication - the list goes on. After we eventually made it back home, my sister and I both attempted to engage with Holland Americas leadership team to relay our experience (in the hopes they could take corrective measures), express our concerns, and to request a refund for the land portion of our trip. We were largely ignored and dismissed. Eventually I was put in touch with the Office of the President (*******************************) and offered $100 per person in future travel credits. The company ought to be embarrassed. I found them to be unfaithful, disrespectful, and dismissive. If they were honorable, they would have provided a full (or even partial) refund, and I wouldnt be registering this complaint.

  Business Response

  Date: 09/09/2024

  Thank you for contacting Holland America Line.
  
  Our records indicate that your concerns were addressed by our agent, ******, on August 22, 2024 to the email address on file.
  
  Should you have further comments or questions related to this inquiry, please respond to that email or contact us directly at: ***************************************.
  
  Until then,we wish you all the best.
  
  Sincerely,
  Holland America Line
  Guest Relations
  
  

• Initial Complaint

  Date:08/22/2024

  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.

   
  Complaint: 22182542
  
  I am rejecting this response because:
  
  Sincerely,
  
  Jarinete ******eiving from Holland America to that point. When I complained about the issue to Holland America they confirmed that "several people have complained about our online portal and we are working on it." I purchased new flights to be in ********* on Aug 23rd and I was told that Holland America only assumes responsibility for flights that they book, even though the decisions for airfare were fully determined based on information provided by Holland America agents and the Holland America website. I requesting that Holland American reimburse for the unnecessary flights to *********, totaling $869.10 for three passengers.

  Business Response

  Date: 10/20/2024

  The following email was sent to the guest on the same date:

  September 12, 2024
  
  Ms.Jarinete ******
  ************************************************************************
  Email: ******************
  
  RE:  Case: 1-10362071712
          Booking: 2G8P9X
  
  Dear Ms. ******************** you for contacting us regarding your sailing on ms ******** We are grateful that you have given us this opportunity to review your concerns.
  
  We are sorry to learn there was some confusion about the start date of your cruise tour. Our records indicate that on April 10, 2024,you were sent a booking confirmation. Included in this confirmation is a detailed itinerary of both the land and sea portions of your cruise tour. This was sent to your email address that we have on file. In reviewing the itinerary, our records indicate that the land portion began on August 23, 2024. The cruise portion began on August 25, 2024.
  
  According to our records on May 22, 2024, you called and asked when the ship left, you were told the ship left port on August 25. While this is a factually correct statement, this excluded the land portion of your cruise tour. We apologize that there was a miscommunication regarding this.
  We also show that on August 8 you were sent a booking confirmation which, as previously stated, included a detailed itinerary of both the land and sea portion of your trip.
  
  Holland America Line believes It is the responsibility of our guests to make accurate travel arrangements in order to arrive on time to your cruise tour.Your request to be reimbursed for your out-of-pocket expenses has been denied and we apologize for the disappointment that may bring.
  
  Again, please accept our apologies for your disappointing holiday. We hope that despite the issues you encountered well have an opportunity to welcome you back on board.
  
  Sincerely,
  
  ***** *****
  Special ****************** of the President

• Initial Complaint

  Date:08/20/2024

  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.

   
  Complaint: 22172094
  
  I am rejecting this response because: The response I received from Kay MacIntosh, Special Advisor, Office of the President, offered nothing but advice and a weak apology. Holland America didn't even acknowledge they took our money for a land excursion and then made it impossible for us to go on the excursion. I plan to file a complaint with the ******************************** for the stolen money, and I encourage all Veterans to stay away from this company. Check how many unresolved complaints are filed against Holland America with the Better Business Bureau; I wish I had before booking my $16,000. trip!
  
  Sincerely,
  
  ***** *******the Music of Denali dinner musical, and a Denali Photography Workshop. The MCR/HA scheduled our events on Monday, August 5, in such a way that it was impossible to do everything. First, there was 6-hour Tundra Wilderness Tour that departed at 11:10. Our 4-4.5 hour jeep tour was scheduled at 5p.m., and the Music of Denali at 7:45p.m. As soon as we arrived, we went to the front desk and tried to get either the jeep tour or the Music of Denali dinner rescheduled. We were told there was no availability the following day to reschedule either, and that if we cancelled either we would not be reimbursed. He acknowledged that the mistake was solely the fault of the **** as the attached letter plainly shows, but offered nothing more than a hope that we would get our $400.00 refunded. HA owes us thousands of dollars for giving us less than what we paid for on the ship, $400.00 for a missed excursion due to their scheduling, and at least an apology for the stress at the airport.

  Business Response

  Date: 09/12/2024

  Thank you for contacting Holland America Line.
  
  Our records indicate that your concerns were addressed by our agent, *** *********, on September 12, 2024 to the email address on file.
  
  Should you have further comments or questions related to this inquiry, please respond to that email or contact us directly at: ***************************************************************.
  
  Until then,we wish you all the best.
  
  Sincerely,
  Holland America Line
  Guest Relations
  
  

  Business Response

  Date: 10/26/2024

  The following two letters were sent to the guest in response to this complaint

  September 12, 2024
  
  RE:  Case: 1-10308286501
          Booking: 2N4C6D
  
  Dear Mr. ********************* you for contacting us regarding your sailing on ** ***************. We truly appreciate your feedback; knowing your personal experience is important to us and we deeply regret the disappointment and frustration you encountered.
  
  First and foremost, we apologize that you did not experience our best, and we regret that you felt that we came up short in our delivery. We acknowledge your input and we truly appreciate that you have taken the time to share your thoughts and observations for us, to name a few: the issues you encountered with your airline tickets, your disappointment with your stateroom assignment, and especially your negative experience with excursion scheduling during your Land tour. Our goal is to ensure that all guests completely enjoy their time with us, and on behalf of Holland America Line, we are very sorry that we let you down.
  
  Our company thrives on constructive comments such as yours.This way, we are able to maintain the high standards our long-standing Mariners are accustomed to. Yet, instead of trying to respond to each of your concerns one-by-one, let me assure you that all appropriate senior management has been made aware for their review, consideration in future planning, and corrective action as necessary.
  
  Regarding your stateroom, for future sailings we recommend,if you have specific requirements or preferences pertaining to your accommodations, that a stateroom be chosen from the ships deck plan, and confirmed at the time of booking, with no upgrade noted. We hope that this information is helpful, and we do apologize for your dissatisfaction.
  
  As compensation for the difficulties you experienced, you have asked for a full refund. As we are sure you are aware, the cruise fare you paid covers several facets of your sailing, such as your stateroom, dining,port visits, access to public areas and activities on board the ship and on land, fil** and stage shows, as well as a host of other amenities and *********** such, while we sincerely regret the difficulties you faced, we are unable to honor your specific request, and are very sorry to disappoint you in this matter.
  
  We wish to reiterate that we appreciate you taking the time to share your feedback with us to help our tea** improve our service and product for the future, however, we recognize this does not alleviate the concerns you experienced, and the frustrations endured to resolve them. Again, please be assured that your comments have been well-noted and forwarded to the appropriate management tea** for their awareness.
  
  Again, please accept our apologies for your disappointing holiday. We hope that despite the issues you encountered well have an opportunity to welcome you back on board.
  
  Sincerely,
  
  *** *********
  Special ****************** of the President

  ------------------------------------------------------

  October 21, 2024
  
  RE:  Case: 1-10308286501
          Booking: 2N4C6D
  
  Dear Mr. ****************** have received your complaint registered with the State of ************************. We appreciate the opportunity to respond to your concerns.
  
  Its always troubling 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 way. Therefore, after reviewing your issues once again wed like to take this opportunity to demonstrate our commitment to our guests.
  
  We are happy to offer a full refund of $189.95 USD per person (total $379.90 USD) for the Denali Highway Jeep Excursion. Due to strict auditing requirements, these refunds must be processed per passenger. As such,this refund has been processed to card ending 1007 and may appear on your statement as separate transactions. A confirmation email confirming the cancellation has been sent to email address: ******************* Although each bank is different, most release funds in 3-5 business days. We invite you to reach out to your card company directly to receive assistance in releasing the funds back to your account.While we understand this offer does not recover the time or energy spent resolving the concerns you encountered, we hope it will in some measure reflect our commitment to you.
  
  It is truly disappointing to know that you do not intend to sail with us again in the future.Our President, Mr. *** ********, is confident that should you choose to join us again, you will find your difficulties to be an isolated incident.Regardless, we wish you all the best in your future travels and thank you for taking the time to address your concerns with us.
  
  Sincerely,
  
  *** *********
  Special ****************** of the President

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22172094
  
  I am rejecting this response because: I had to file a complaint with the *************************************;just to get Holland America to refund the $379.90 the company stole from us. Holland America offered nothing for taking our money for the suite we rented on our cruise and placing us in a handicap accessible room. Holland America doesn't get to act noble for refunding money they stole from us. I wish the Alaska Attorney General had pursued criminal charges.

  As a retired Brigadier General I warn all veterans and current military members to STAY AWAY from Holland America.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/20/2024

  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.

   
  Complaint: 22170451
  
  Received a letter today from Holland saying we should file with AON Travel Practice for reimbursement for the 35 day cruise we had to cancel.

  We have responded to Holland:
  

  We purchased the Holland America Cancel for Any Reason Waiver (Platinum Protection Plan) which is provided by Holland America, not an insurance company, and are due a refund of 90% from Holland America.

  Our travel agent .... requested this payment weeks ago and was advised that our credit card account would be credited within a few days. This has not happened.

  This is not a complicated issue.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/12/2024

  Thank you for contacting Holland America Line.
  
  Our records indicate that your concerns were addressed by our agent, *** *********, on September 12, 2024 to the email address on file.
  
  Should you have further comments or questions related to this inquiry, please respond to that email or contact us directly at: ***************************************************************.
  
  Until then,we wish you all the best.
  
  Sincerely,
  Holland America Line
  Guest Relations
  
  

  Customer Answer

  Date: 09/23/2024

  In response to my BBB complaint, I received the attached letter from the Office of the President advising me to contact *** for the refund I am due.
  
  I attempted to file a claim with AON and was advised yesterday that all cancellation claims are handled through Holland - this letter is also attached.
  
  This type of runaround and delay is inexcusable, especially for a division of a large S&P 500 corporation.
  
  Sincerely,
  ***** *****
  

  
  

  Business Response

  Date: 10/20/2024

  October 20, 2024
  
  RE:  Case: 1-10322536492
          Booking: 2VWR7G
  
  Dear Mr. ******************* you for contacting us regarding your sailing on ** Zuiderdam. 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 the delay in our response as we navigate through the unexpected amounts of emails related to the Alaska Wildfires and the CrowdStrike flight cancellations and we appreciate your understanding. We currently have approximately a month's backlog of guest concerns and we are diligently working through our queue and appreciate your understanding. 
  
  We regret that you needed to cancel your cruise and empathize with you regarding the circu**tances that led to this decision. We are pleased that you found yourself in this difficult position and were able to purchase our cancellation protection plan. We apologize for the miscommunication and misunderstanding that your cancellation has created. According to our records, you emailed us on July 19, 2024, to cancel this booking due to the Crowdstrike issue. There was a response informing you to contact your Travel Agent in order to cancel your booking. You then called on July 21, 2024, to confirm that your booking was cancelled and were again informed to contact your Travel Agent to cancel this booking. On July 23, 2024, your Travel Agent called to cancel your booking. Your booking was then cancelled on July 26, 2024.
  
  We see that you purchased our Platinum Cancellation Protection Policy, which guarantees that you will receive a refund of 90% of your fees if you cancel up to the day of your voyage. Unfortunately, since the booking was not cancelled until July 26, 2024, our system assessed the cancellation fees as 100% instead of 10%. We have submitted the necessary paperwork to process the 90%refund. Please be patient while the paperwork is processed. Please accept our apologies for any inconvenience this miscommunication may have caused.
  
  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: 10/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the issue will be closed if the Holland letter results in my credit card dispute being finalized with a refund. This has been a most unsatisfactory experience. See the attachment
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/19/2024

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am unhappy with how I was treated on the phone. Several times, I was transferred to be hung up on, or transferred again, and once I was talked to in a pretty aggressive way where he talked over me for a long time. The person who spoke to me that way was clearly meant to intimidate me into hanging up and not to allow me to talk, and I was being treated as a problem customer for asking for a solution to an unethically high fee that was never shown to me as the end user. I would have appreciated an acknowledgement that this was a situation created by Holland America's poor travel booking UI and an apology for the horrible treatment. I have never cried on the phone with customer service before these experiences with Holland America. The biggest reason I am accepting this response is because I just want it behind me, not because it was resolved acceptably. Credit for future sales is a poor replacement for cash out of pocket and hours of humiliation and frustration I felt at the hands of Holland America's policies.
  
  **********************e with them on 8/17, when they explained to me that Flexible Fare is useless because I was already too close to the trip date when I booked it. This was not on the webpage when I was booking. It did not warn me that the price category I was purchasing in had no benefits. I would have booked through the airline directly if I had known. They transferred me to a line that was already closed for the day and hung up on **** called again on 8/19 and was on the phone for ~1h40m. People said it was due to Flexible Fare, then to it being a Casino booking, and someone else directly lied and said they will transfer me to someone who can help me get a refund/credit but the person who they transferred me to said this wasn't true.It's horrible to offer a service that you say is flexible then to charge almost $600 for a change within ~15 minutes. The *** says 'The change / cancellation fee amount (if applicable) will display prior to completing the change.' but this was not shown.

  Business Response

  Date: 09/12/2024

  Thank you for contacting Holland America Line.
  
  Our records indicate that your concerns were addressed by our agent, *************************, on Sept 12, 2024 to the email address on file.
  
  Should you have further comments or questions related to this inquiry, please respond to that email or contact us directly at: ***************************************.
  
  Until then,we wish you all the best.
  
  Sincerely,
  Holland America Line
  Guest Relations
  

• Initial Complaint

  Date:08/19/2024

  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.

  We had a cruise to ****** from 7/31-8/7/24. We had a credit of $918.28 from our final onboard statement. The cruise said it will be refunded to us after the cruise is over. But it has been more than 2 weeks, I called *** multiple times, they said it could take up to 30 business days to get it refunded. I don't understand why it takes that long. I request *** to refund us right away.

  Business Response

  Date: 09/11/2024

  
  
  September 11, 2024
  
  **********************
  8 *************
  ************,** 60069-2829
  Email: *********************
  
  RE:  Case: 1-10323568650
          Booking: 2C7PWV
  
  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 from your onboard bill. While typically a refund would be processed within days of the end of a sailing, we are showing that your refund was declined by your credit card company. Per our policy, if an attempt to reissue funds to the original card used is unsuccessful, we then issue the payment via check. In the event a check must be issued, it will be mailed to the address listed above via check from Bottomline Technologies, a partnered vendor with Holland America Line. Bottomline coordinates directly with the United States ************** to print and mail checks approved by our company. Please be advised that your request has been forwarded to the appropriate department and can take a minimum of four to six weeks to process. We sincerely regret any inconvenience and greatly appreciate your understanding.
  
  Thank you once more for contacting our office. Feedback from our Mariners is vital in our mission to create once-in-a-lifetime experiences,every time, and we hope to share many more voyages with you.
  
  Sincerely,
  
  *********************
  Special ****************** of the President

• Initial Complaint

  Date:08/15/2024

  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.

  In Aug 2022 my husband suffered when a tiolet he was using came off the wall and on to the floor during an Alaska bound cruiise. As a courtesy Holland America offered future cruise credits in the amount of ******* In June of 2023 Holland America offered many "free room" cruises which required taxes, port fees and a $100 deposit. We were told the $100 deposit could come from the future cruise credit allotment leaving each of us $480 in credits to use. We agreed to one of those cruises and traveled January 2024. Upon return I was assured many times the $480 credit was still available, It expires end of August 2024. Now in August 2024 I am told they applied all the credits to the cruise we took in January and we did not go on the free cruise they sold us. They appliied the entirety of the cruise credits to our past cruise and refuse to correct this error. I was told today 8/15/2024 that when we agreed to us 100 then we agreed to use the entire amount. This is the exact opposite of what we were told and agreed to in June 2023 when booking the cruise. Holland America Guest Relations has declined to service this matter any more. Case # 1-9939247783

  Business Response

  Date: 10/20/2024

  September 11, 2024
  
  RE:  Case: 1-9939247783
          Booking: 2WCLDQ
  
  Dear Ms. ****************** you for contacting us regarding your sailing on ** *********. We are grateful that you have given us this opportunity to review your concerns.
  
  We understand there is still some confusion regarding this booking and the Future Cruise Credits applied and we would like to take this time to explain. On June 13, 2023, you called to book the cruise with the cruise fare being $100.00 per person. Only $100.00 per person of your Future Cruise Credits were used at this time which is reflected on your booking confirmation you attached. You then paid the remaining balance of $584.00 with your credit card. You added flights and pre/post packages on August 26, 2023,which you also paid for with your credit card at a rate of $646.52 and $728.12.
  
  On December 26, 2023, you added our Have it All Promotion which is $55.00 per person, per day and is reflected in the cruise fare increase from $100.00 per person to $595.00 per person. You used the remainder of your Future Cruise Credits at that time to pay for this and paid the remaining $30.00 with your credit card. Every time your booking balance was changed and things were added to your booking, you were sent a new Booking Confirmation which reflected the change. Please find your final booking confirmation attached. We hope this information is helpful.
  
  Thank you once more for contacting our office. We hope that despite the issues you had, we can welcome you back onboard in the future.Until then we wish you all the best.
  
  Sincerely,
  
  ***** *****
  Special ****************** of the President

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a Holland American Cruise August *******. July 22, 2024 I was given false information by company employee regarding documents I needed to board. August 3, 2024 my husband and I were denied the right to board the ship. The company has documented we were given false information by one of their employees on July 22, 2024 that prevented us from boarding. The phones calls between Holland America and their clients are recorded. I have contacted the customer service department requesting 100% refund. We purchased travel insurance in case we had to cancel. We did not cancel. Holland American denied my husband and I boarding due to an error with their company. They are only given us 90%. The total cost of cruise $11,370.80. I am requesting 100% refund due to false information given to me on July 22, 2023. My case number with Holland America is 1-10311268492. The dates of cruise August 3-10 2024. Sailing out of ******* ********** and returning to ******* **********. I have exhausted all avenues Holland America has provided me. I firmly feel I should be refunded 100 % of money I paid Holland America for service they denied my husband and myself due to their error.

  Business Response

  Date: 09/11/2024

  Thank you for contacting Holland America Line.
  
  Our records indicate that your concerns were addressed by our agent, *************************, on September 11, 2025 to the email address on file.
  
  Should you have further comments or questions related to this inquiry, please respond to that email or contact us directly at: ***************************************.
  
  Until then,we wish you all the best.
  
  Sincerely,
  Holland America Line
  Guest Relations
  
  

• Initial Complaint

  Date:08/12/2024

  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.

  Good morning. My husband and I booked a 7 day cruise w/ Holland. We had everything paid for including extra packages that had to be purchased separately. Our cruise departed yesterday from ******* at 3pm. When this package was purchased our birth certificates and our driver's license was uploaded to the portal and accepted and approved. We had called this Saturday to confirm as again we were leaving yesterday for our cruise.Our boarding passes and everything came through on our phone as expected and we arrived at the cruise ship at 10:00 yesterday morning like we were told as we had paid for one week of parking. We arrived they took our car and they took our luggage and they took us to the terminal.We get through the terminal and come up to the desk and they ask for our birth certificates. We were told by the cruise ship because we were leaving from ******* and returning to ******* that all documents uploaded were acceptable and nothing else was needed. When we came to the first desk we told them we did not have this because it was uploaded.My husband and I were sent off to a different floor where we were told to speak with a certain lady. We arrived and she said I needed to contact a family member to have them come to my home and upload by text message the birth certificate for myself and my husband. I was unable to do this because my mother was on a vacation of her own and the rest of my family lives in ******** the same with **** as this is where we are from.We had nobody to get our birth certificate by text message to our phone so they told us that we had to cancel our cruise. Of course we had put up a complaint but nobody would listen and they said rules are rules so we called the cruise ship to have this Cruise pushed out and we were told this was not possible that it had to be canceled. Because of not having no insurance because we could not afford the extra cost for this Holland had taken all of our money and said this would not be refunded. My

  Business Response

  Date: 09/11/2024

  
  
  September 11, 2024
  
  Ms.**********************
  ***************************************************
  Email: **************************
  
  RE:  Case: 1-10324761670
          Booking: 2QVD9R
  
  Dear Ms. *********************** 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 are very sorry that you were denied boarding on this cruise because you lacked the proper documentation. We empathize with you, and we are concerned that you believe this situation was not managed well. However,most documentation requirements are established by the governments of the various countries we visit, and we are not able to waive these requirements for our guests. As noted in our brochures and on our website under Essential Documentation, travelers are responsible for understanding and satisfying all requirements concerning passports, visas, and immunizations. Because Holland America Line is not able to publish all up-to-date regulations related to each travelers specific situation, we consistently recommend verifying all documentation requirements with official organizations prior to sailing. Again,we sincerely regret any difficulty you experienced related to a lack of documentation.
  
  We regret that you needed to cancel your cruise and empathize with you regarding the circumstances that led to this decision. We are also sorry that you found yourself in this difficult position without adequate cancellation protection. Although your situation is very unfortunate, our cancellation policies are clearly detailed in our brochures and online, and must apply to everyone equally in order to maintain the integrity of our company and the cancellation protection plans we offer. Many of our guests purchase our cancellation protection to safeguard against unforeseen difficulties every time they sail, and offering the benefits of this coverage to guests who do not purchase it would be unfair to those guests who do.Although we are truly sorry for the circumstances involved in your cancellation, we are not able to offer a refund or credit toward another cruise. And while we realize this decision will be disappointing to you, we are certain you can understand that we cannot make an exception for every guest who cancels, and it would put us in a very compromising position to make exceptions for some travelers, but not for others. We sincerely wish we did not have to disappoint you in this matter.
  
  Again, please accept our apologies for your disappointing holiday. We hope that despite the issues you encountered well have an opportunity to welcome you back on board.
  
  Sincerely,
  
  *********************
  Special ****************** of the President