Holland America Cruise Line Customer Service Issues

My mom and I were denied boarding on the Holland America Cruise Line because we lacked Canadian Visas. I was unaware that I needed a Canadian Visa for this trip to Alaska. The sailing itinerary only displayed boarding and ending times, failing to mention the stop in Canada. This has been a costly and disappointing experience as my mom flew all the way from China for this trip. We now have to completely rearrange our travel plans and are unsure of where to go next.

I need assistance with inconsistent answers from customer service regarding my upcoming Alaska cruise on the Nieuw Amsterdam in [redacted]. I'm unsure if the Nieuw Amsterdam will be in Alaska next year. I've also received conflicting responses about when [redacted] Alaska pricing will be available - some mentioned December, October, or March. When pricing is released, will it be the lowest for the year? As I'm on a tight budget for our anniversary trip, clarity on these matters would be greatly appreciated. Thank you.

I placed an order for a Mariner Dream bed over a month ago, and we have already been charged for the bed and $[redacted] for shipping. The delivery date has been changed multiple times, initially promised for August 6-10, now rescheduled to August 27th due to no other deliveries scheduled for New Mexico. Despite speaking with Patrick Stratton from Shop Holland America, who I ordered the bed from, there has been no progress. I was recently informed of a delivery on the 14th or 15th, but it did not happen. As loyal Holland America cruisers, we are disappointed with the service we have received. The bed is manufactured in Phoenix, merely an 8-hour drive from my home in Albuquerque, NM. We urgently need assistance in resolving this issue. Thank you, Carol and Jerry Salvagio.

I am encountering difficulties completing the visa forms for our upcoming world cruise departing on 1/22/[redacted] with an arrival in India slated for Mar. 29 and departure on 4/1/[redacted]. The visa application process is proving to be quite confusing. Must we forward all the requested documents to Visa Central along with an additional online application to the India Consulate as it requests a visa online? We received conflicting information during separate phone calls - one indicating we should, another stating otherwise, and a third mentioning they would send an application kit. Subsequently, we reached out to the Concierge service for assistance. The individual was expected to return our call yesterday, but we have not heard back yet. We are still in need of guidance.

Dear Sir/Madam, In [redacted], Rembrandt, the renowned Dutch painter, will be celebrated with numerous exhibitions in the most renowned museums in the Netherlands. This initiative aims to share the rich Dutch cultural heritage with all art enthusiasts visiting Holland. I believe it would be compelling for the Holland America Line to participate in this cultural celebration by showcasing a selection of Rembrandt's etchings on board your ships or offering them for sale in the onboard shops. Rembrandt Etchings specializes in crafting exclusive replicas of his works using authentic copper etching plates reproduced by specialists in France and the Netherlands. This collaboration could benefit both your company and customers. Could you please provide me with the email contact of the relevant person to discuss this opportunity further? Best regards, Wouter Nollen

RE: RESERVATION n° [redacted] WVVRDX by MIRAMAR CRUISES S.L. (France) in the name of: E. PALTRINIERI Le Lubois de Trehervé on behalf of E. P. M/S "WESTERDAM" Departure: Hong Kong, Feb 2, [redacted] - Arrival: Shanghai, Feb 17, [redacted] Reservation made by: [redacted] To the Esteemed Team at Holland America Cruises, I am reaching out to you with a request on behalf of Mrs. PALTRINIERI, who reserved a cabin for the mentioned cruise through MIRAMAR travel Agency but encountered an issue with adding a second passenger, her daughter. It was initially agreed that the second passenger could be named and paid for later, however, she has been informed by MIRAMAR that the ship has reached its full capacity for this voyage. As a retired Marine insurance Underwriter and Honorary Admiral of the Texas Navy, I am hoping to seek your assistance to include Mrs. PALTRINIERI's daughter on the cruise, potentially at the Taipei stop. I look forward to a prompt and favorable response from your team and take this opportunity to extend my best wishes for [redacted] to all at Holland America Cruise and Carnival. Warm regards, J. CHAUVELIER [redacted]

Subject: Lack of Response to Emails To Whom It May Concern, I am writing to express my disappointment in not receiving a response to the two emails I sent to [redacted] I am reaching out regarding a recent missed cruise experience with the Westerdam on 2/18/19, originating in Shanghai, involving myself, Eric K., and my wife, Nancy K. In the emails, I detailed our unfortunate situation of missing the cruise due to not being informed about the requirement of a Chinese visa. This led to significant financial losses for us, including missed cruise upgrades, additional flight purchases, and missed excursions. While I understand the company policy about missed cruises due to visa issues not being reimbursed, I felt it was important to provide feedback on our experience and offer suggestions for improvement. Specifically, the lack of communication from Holland America about the visa requirement and the need for better handling of cancellation requests upon encountering travel issues. We hope for a resolution to this matter and would appreciate any form of compensation or credit for future Holland America cruises. We value our relationship with the company and look forward to your response. Thank you for your attention to this matter. Sincerely, E. and N. Kramer

I booked both the cruise and airfare for Stella Dalhansky through Holland. They corrected the cruise booking to match Stella from Estelle, but the airline claims the name change never happened. I've received conflicting information on the change fees, from no charge to over $[redacted]. I've been struggling to get this sorted, spending hours on the phone with no resolution. Holland Flight-Ease has been anything but easy. This needs to be resolved as soon as possible. My booking ID is CR9R9C. You can reach me at [redacted] or via email. I called Holland after waiting on hold for an hour with gethuman. They told me it was my responsibility to double-check the documents, even though the mistake was made by their agent. Holland will only allow me to cancel the flight reservation for a fee and re-book at the current fare. They refuse to escalate my call for a better solution. This error might cost me my entire cruise experience, caused by Holland's mistake.

I am experiencing an issue with my cruise booking for this Saturday. I initially paid for my Drink Package (Confirmation Number: [redacted]6) and then proceeded to book and pay for Gary’s Beverage Package. However, after receiving a confirmation number ([redacted]8) for Gary's package, I didn't get an email confirming my credit card payment. I understand that each passenger in the cabin needs to purchase a package, and we intend to do so. When I tried to book another package for myself, the website indicated one was already in my basket. But when I attempted to book Gary's, it wanted to charge my credit card again. I am hesitant to make a duplicate payment due to potential cancellation fees. Additionally, purchasing Gary's package onboard will incur a higher cost. I am unable to verify if my Drink Package payment is reflected in my reservation as the website is still under maintenance. As I am unable to contact Ship Services from Canada for free, I would appreciate it if you could assist me with this matter. Thank you in advance. Sincerely, B.H.

Dear Sir, I wanted to share my experience from April 29, [redacted], when departing from San Diego on a Holland America Cruise to Vancouver, BC. Mechanical issues delayed our departure from Hawaii, resulting in the ship sailing the following day without stopping in Victoria, BC. Victoria was the main highlight we were looking forward to, so the omission was truly disappointing. The compensation of a $50 onboard credit felt inadequate. Moreover, the replacement party with unlimited alcohol made us uncomfortable bringing our granddaughter to. Since we lost a day of the cruise which we paid for, we believe a one-day refund would be fair compensation. I appreciate your attention to this matter. Sincerely, Rosalind Thomas

We just returned from a 14-night cruise to Alaska on 7/29/[redacted] aboard the Amsterdam. Our Neptune Suite experience was great, enjoying the staff, food, and service. We booked another 14-night Neptune Suite cruise, a transatlantic one this time, departing on 4/19/[redacted]. One significant issue we faced during our Alaska cruise was a disruptive "service dog" next door that continuously barked when left alone. Despite reporting it multiple times to the concierge, the problem persisted until halfway through our trip. The concierge even hosted a birthday party for the dog in the Neptune Lounge, which added further dismay. We believe the staff should receive training on handling service animals appropriately. We are reaching out to ensure this won't reoccur on our upcoming transatlantic cruise on the Nieuw Statendam. We hope to discuss our concerns and seek some acknowledgment for the troubles we faced during our previous trip.

I am scheduled for a Holland America pick-up in Santiago. The pick-up is set for 10:45 on December 4 from Parc Bustamante to transport my wife, luggage, and myself to the Zaandam in San Antonio. However, due to ongoing riots in Santiago, the pick-up point at Parc Bustamante is currently inaccessible with roads closed and traffic disruptions caused by protesters. I previously contacted the booking office, and they assured me that everything was fine. Today, when I visited Parc Bustamante, I realized the challenges firsthand. I am currently staying at the Sommelier Boutique hotel on Merced Street. It appears that Parc Bustamante is not a viable pick-up location. I only have access to email at the moment.

During a cruise we took from Argentina to Santiago, Chile, years ago, we discovered that around $[redacted] to $[redacted] worth of leather gifts and a women's sweater with crystal buttons went missing from our stateroom. Despite reporting it, the items were never recovered, and no explanation was given. This incident left me convinced that the items were stolen. Now, as my wife has booked another cruise to Auckland, New Zealand, and Australia departing on December 21st, I can't help but feel apprehensive. I believe that being upgraded to a Suite or balcony for both my daughter and granddaughter, in addition to the original booking, would go some way toward addressing the past issues we faced and restoring our trust in Holland America. I hope the cruise line will consider this in order to improve our experience this time around. Thank you. Mr. C.

I recently completed a wonderful 51-day South Pacific cruise aboard the Holland America's ship, the Amsterdam. The journey began on October 28, [redacted], departing from San Diego and ended back in San Diego on December 18, [redacted]. While on board in stateroom #[redacted], booked by Mr. Robert Allan Square, I discovered that I had left behind a drawer containing important papers and gifts. My name is Susan P. Beatson. I would greatly appreciate any assistance in locating and retrieving these items. Thank you for your attention.

We, a group of four seniors, planned to sail on the Nieuw Amsterdam from 12/14 to 12/21. Unfortunately, the cruise was canceled due to ship issues, and we were assured a full refund and a complimentary cruise. It's been more than a week, and we haven't received any updates on our refund. We are anxious about losing the money we worked hard for and the additional expenses we incurred for flights. The passengers affected are J. J., S. H., W. J., and J. C. who paid cash, except for J. C. who used a credit card. Our cabin was [redacted]. We are concerned about the lack of communication from Holland America.

During our cruise from January 4th to January 11th, [redacted], aboard stateroom [redacted] with booking number CPHJXH, we purchased 2 photographs. I received one photo and a CD, but the CD only had one picture instead of both as expected. Despite the high cost of $[redacted].00, I assumed both pictures would be included on the CD. I kindly request assistance with this issue. Thank you, Mary G.

Due to the recent State Department advisory concerning cruise ships and coronavirus, I must cancel my reservation with Booking ID #CLDDVK for the 7-Day Western Caribbean cruise scheduled for 21 Mar [redacted]. As per the email from Orlando Ashford, President of Holland America, cancellations will result in a Future Cruise Credit (FCC) equivalent to the cancellation fee, usable towards a cruise in [redacted] or [redacted]. For further instructions on compliance with Holland America's email, kindly contact me at [redacted] I also seek clarification on how the cancellation confirmation and FCC amount will be communicated and provided. Thank you, Thomas H. Two Star, ID #[redacted]55

I'm James R. Moody, and my booking number is CWVJWM. Following the CDC's latest guidelines on March 8, [redacted], which advise older adults and people with underlying health conditions to avoid crowded places, non-essential travel, and cruise ships, I'm requesting the cancellation of my trip with minimal financial impact.

My spouse and I have reservations for the ms Noordam Alaskan cruise departing from Vancouver on August 16, [redacted]. We are aware that Holland America has cancelled all Alaskan cruises for this year. Our relatives were joining us on the same trip and have received an email from Holland America regarding their booking (#CMGKCP; H. Maxwell), but we have not received any correspondence. We have not received a booking number yet, possibly due to it being early in the booking process. One notable difference is that our family members have sailed with Holland America before and are part of the Mariner Society. We kindly request to receive the email outlining our options for the cancelled cruise and sharing the booking number for our Verandah Stateroom reservation. Additionally, we would like guidance on joining the Mariner Society. We are disappointed about the cancellation as this Alaskan voyage was a top priority on our travel plans. We acknowledge the challenging circumstances that led to this decision by Holland America and other cruise companies. We appreciate your support in addressing our concerns. Sincerely, T.R. Maxwell D.C. Maxwell

We had initially booked a cruise with Holland America using booking reference CCXJDV for the departure on May 2, [redacted], through cruise.co.uk. Due to the coronavirus, this cruise was canceled, and we rebooked another one with Holland America with booking reference CGDP9W via cruise.co.uk. However, we were informed that we need to pay an additional £[redacted] for this new booking and forfeit our $[redacted] onboard credit. We were under the impression that compensation would be offered since the first cruise was canceled, but instead, we are facing additional charges. We are disappointed and seeking some form of compensation, and we would appreciate it if cruise.co.uk could be notified about this issue. Kevin J. Plunkett and Glynis R. Plunkett from the United Kingdom.