Holland America Cruise Line Customer Service Issues

I noticed an unfamiliar charge of $[redacted].00 from Holland America on my American Express bill. This charge was made on May 5, [redacted], for a trip scheduled from Feb 19, [redacted], to Feb 26, [redacted]. We did not take any trips during that period. I require assistance in identifying this charge, as we have traveled with Holland America in the past. My name is J. Pemberton, and my previous address is [redacted] Water Tower Rd., Ooltewah, TN. Please reach out to me to gather additional information for your investigation.

Our cruise departing on March 11, [redacted], to the Panama Canal faced a series of escalating restrictions due to Covid-19. Despite not being officially cancelled, various advisories and measures were issued, including age restrictions and health guidelines. Given my age of 73 and a chronic condition, the risk was too high to proceed. The cruise industry saw subsequent cancellations and offers for Future Cruise Credits or full refunds. However, our specific situation, departing just before major cruise suspension announcements, left us with limited options. The evolving situation and unexpected policy changes created an unfair outcome for passengers like us who had to make decisions amidst uncertainty. While our cruise continued under extraordinary circumstances, ultimately repurposed as a rescue mission, we believe our experience warrants the same consideration as formally cancelled cruises in terms of compensation options.

I am respectfully writing to express my concern regarding HAL's new policy prohibiting guests from bringing soft drinks on board their ships. As a diabetic, I rely on a specific type of soft drink that is not available on the ship. I enjoy having my preferred drink on my balcony stateroom while admiring the view, and I fail to see the rationale behind this policy other than increasing profits. As a loyal 4-star mariner with over [redacted] days of cruising with HAL, I believe this policy change should be reconsidered. I am currently scheduled to sail on the Eurodam for multiple cruises, starting from August 15, [redacted]. I have attempted to address this issue by contacting guest relations via email at [redacted] on June 27, [redacted], and again on July 9, [redacted], but unfortunately, I have not received a response yet. I have always had positive experiences with HAL, and I hope that this lack of communication is not indicative of their ongoing service standards.

Dear Customer Service, I wanted to bring to your attention the upcoming final payment due for our 21 Day Southern Caribbean/Seafarer Cruise. Currently, there seem to be vacant cabins available for our booking (CHMD8K) taking place from December 1 - 22, [redacted], on the Rotterdam departing from Ft. Lauderdale. Our current reservation is for a FB Cabin 21 - Stateroom [redacted] with a queen bed, including various promotional packages. As we have back issues, having a tub in the cabin is essential for us. Although when we initially booked, there were no unobstructed view verandah cabins available with a tub, your website now shows that such cabins are available. We are interested in potentially upgrading to an unobstructed view verandah cabin with a tub while keeping our current promotions or alternatively upgrading to a Vista Suite with a tub. We would appreciate if you could confirm if the ship will sail at full capacity in December and if it will visit all the ports on the itinerary considering COVID restrictions. Thank you for your assistance. Jim & Sue Hopper

I have noticed some unusual charges on my wife's (Nancy B.) HAL cruise (Booking #XR2QXX). On embarkation day, there was a charge of $2,[redacted].57, followed by a charge of $[redacted].48 the next day that was added to the initial one. A third charge of $97.72 came the day after and was also added to the first charge. The total so far is $3,[redacted].77. I understand that cruise lines hold funds on credit cards, but this has never been labeled 'pending' by our credit card company before. I am concerned about the daily additions to these 'pending' charges, especially the odd amounts even after considering the Dollar/Euro exchange rate. I would prefer not to dispute the charges with the credit card company to avoid any inconvenience during the cruise. I would like HAL to cancel the 'pending' charge and establish a traditional hold on the card for a round number amount without daily increases.

We went on a cruise aboard the Holland America Eurodam from October 18 to October 30. I booked our airline tickets through HA's EasyFly system with American Airlines. I also bought Tendering for our luggage. Upon arrival in Venice, the HA staff mentioned we weren't on their list for Tendering, despite my proof of purchase. Eventually, they honored it, and our bags were sent to the ship. However, when we disembarked on the 30th, our bags were supposed to be sent to our final destination airport, as guaranteed by HA's Tendering service. It has been four days, and we still have not received our luggage. HA's office in Barcelona informed us that our bags are there, but the airline has not responded to our requests to send them to our local airport. We are still waiting for a resolution.

We would like to cancel our upcoming cruise on the Zuiderdam ship departing from San Diego on January 2nd. We have already submitted a cancellation request via [redacted] However, since it is the day before the cruise departure, we were hoping to confirm the cancellation with a representative to ensure it is processed. It is disappointing that we cannot reach anyone by phone, especially on such short notice. We were also unaware of the 10-14 day processing time and are unsure about the refund amount. Additionally, we are unsure about the shipboard credits from our previous cancelled trip.

I contacted the Public Health Department seeking answers about Covid-19 testing since I'm unable to secure an appointment in my area. Unfortunately, they were not helpful and only offered good wishes. I wanted to confirm if the self-testing brand I purchased is suitable amidst the scarcity of tests. My efforts to order from OPTUM were unsuccessful as my credit cards are in good standing, so I will check their test kit availability tomorrow. I reached out to my cruise consultant, Joanna Rainard, who is my primary contact, but received no response despite leaving a message 48 hours ago. After holding for a total of 67 minutes on various customer service calls, I had to leave without any assistance. This level of service is disappointing and does not meet customer expectations. Improvements are needed to retain loyal customers like myself. - L. Padgett

We unfortunately had to cancel our Alaska cruise last minute due to my wife testing positive for Covid. I contacted customer service on 6/24 at 8:30 AM (Pacific time) to cancel our booking. Hareef (sp) assisted me and mentioned that we would receive a [redacted]% Future Cruise Credit (FCC) due to Covid-related reasons. However, later that day, I received an email indicating $[redacted] in cancellation fees, which seems to contradict the Worry Free Promise Program outlined in our booking contract. I am seeking clarification on this issue and hoping for a resolution. Thank you, Ron & Cheryl M. Holland America Alaska Cruise Departure Port/Date: Seattle, 6/25/22 Booking Number: X6NTDT Birthday: 6/16/52

During our Alaskan cruise from July 10-22, [redacted], my husband and I encountered two significant issues. Firstly, I made a payment of $1,[redacted].00 to Holland America on June 25, expecting it to cover all costs. However, there was an additional charge of $1,[redacted].80 on the same credit card on the same day, which was unexpected. I am unclear about the reason for this second charge and would like clarification regarding it. Secondly, our cruise on the Westerdam experienced mechanical problems, causing us to miss two out of four ports. The compensation offered amounted to $[redacted] for each of us, along with port fees totaling $82.46 for Ketchikan and Victoria. This resulted in missing half of our intended experiences but receiving only $[redacted].46 in compensation. This feels inadequate based on the Holland America contract's promise of a "partial refund for voyages cut short due to mechanical issues." I believe that the compensation provided does not align with the significant disruption to our trip and urge Holland America to address this matter promptly.

I have been trying to reach out to Holland America since June 4, [redacted] regarding our recent land and cruise booking. On May 25th, we embarked on a journey from Vancouver to Skagway, Alaska, followed by a 9-night land tour to Whitehorse, Dawson, Fairbanks, and more. Unfortunately, we encountered significant disruptions during our trip, such as Covid testing requirements, positive cases among our group, and the sudden absence of our Land Tour director due to a positive case in Dawson City. This left us without guidance for the remainder of our journey through Denali, Anchorage, and Whittier. Upon trying to board the last leg of our trip, several couples, including us, tested positive for Covid, resulting in us being denied boarding and instructed to quarantine for four additional nights with no assistance from Holland America. We have also submitted out-of-pocket expenses to them. Your prompt attention to this matter would be greatly appreciated. Thank you. Wesley Z. ID HA#[redacted]37, booking numbers xk4k6d and xk4k6l for the period May 25 - June 12, [redacted]. Jolanta Z. HA ID #[redacted].

My spouse and I opted for a Holland America Alaska cruise in September. Unfortunately, we contracted Covid-19 on the second day of the cruise. We alerted the onboard medical team and had to isolate for the rest of the cruise, plus six additional days at a Vancouver hotel. We were informed of a $[redacted] daily allowance per person for food and expenses during isolation, but we haven't received the payment yet. We submitted the "Out of Pocket Expenses Request Form" on October 24, [redacted], which mentioned a 6-10 week processing time. It has been 8 weeks, and we haven't heard back from Holland America. I attempted to reach their Customer Relations team but was unable to get through despite a 2-hour wait. Any guidance on contacting them would be greatly appreciated.

I have a cruise booking reference MYC-[redacted] for the Westerdam sailing on 20 Dec [redacted] from Auckland. In the trip details received, there are two separate cabin rooms. The first cabin under Mr. Chandrakant Patel and Maahir Patel with cabin ref XND 5V, room 8133MM. The second cabin under Mrs. Kokilaben Patel and Meera Patel with cabin ref XNDH 5H, room 8133VF. I have noticed that only one room at Crown Plaza Auckland was booked for 19/12/[redacted]. We originally had two separate bookings, and I am now seeing only one room for all guests. Please separate our rooms according to the two bookings for our stay in Auckland. I would appreciate information on who will arrange our transport from Auckland airport to the hotel in Auckland and from the hotel to the port for the Holland America cruise line: Westerdam. Communication with my cruise, travel agent, and Holland America cruise has been challenging. Please respond promptly. Thank you.

Hello, my name is Courtney Maher. I am reaching out regarding my parents, Robert & Marilyn Maher, who recently enjoyed a 35-day Australian cruise with your company. Unfortunately, Marilyn unexpectedly passed away 10 days after their return. During the cruise, they mentioned a photograph taken of them on formal night at dinner, seated at table [redacted] (or possibly [redacted]), which they forgot to purchase. Is there a way to retrieve and buy this photo? If necessary, could you direct me to the appropriate department? Thank you for your help. I have tried contacting Holland America Customer Service via email five times since January 7 but received no response. I also reached out to photo support, with no reply. Ship services advised me to contact guest relations or photo support, making the situation challenging and frustrating during this sensitive time. The lack of response has been disappointing.

During my cruise on the Koningsdam from December 22-29, [redacted], I experienced issues with the room I was given at the Sheraton Hotel near the dock on December 21, [redacted]. The main problem was with the fluctuating heating and air conditioning system, which made the room uncomfortably warm and then cold. After reporting this to the front desk, the maintenance staff fixed the issue temporarily, but later in the night, the room became excessively hot without hot water for a shower in the morning. When I raised these concerns to the Executive Director, they comped my breakfast as a gesture, which I appreciated, but I believe a full refund for the room booking is justified considering the inconveniences faced. The hotel staff mentioned that refunds need to go through Holland-America, who made the reservation. I am seeking assistance to ensure a full refund for the room and to address the erroneous $19.19 charge for breakfast on my credit card. Thank you for any support in resolving this matter promptly.

I have already submitted a complaint about my experience with Holland-America, but unfortunately, nothing has been done to address my concerns. As a result, I have decided that I will not be booking any future cruises with them. The issue I encountered was with the Sheraton Hotel in San Diego, which was arranged by Holland-America. Upon settling into my room, I noticed that the temperature fluctuated drastically - going from cold to hot within a short span of time. Despite reporting this to the Front Desk and having a maintenance staff member address the problem temporarily, the issue persisted throughout the night. To make matters worse, there was no hot water available in the morning when I attempted to take a shower. This level of discomfort at a reputed hotel like Sheraton is unacceptable. I have made multiple attempts to reach out for assistance, spending hours on the phone without speaking to a real person. This lack of responsiveness has left me extremely dissatisfied with the service provided.

I recently submitted my feedback on my cruise experience on the Rotterdam finishing on February 4th. I have two additional points to share for improvement. 1. The majority of the shore excursions were great, except for the one in the Dominican Republic. Our guide, Ramon, was ineffective as he spoke loudly while on a truck, making it hard to hear. He only engaged with those at the front, ignored the use of a microphone, and had limited English skills. During our visits, he provided minimal information and seemed more interested in taking pictures than providing insights. 2. While my arrival experience was smooth, the return flight arrangements were a disaster. The tight connections in Canada led to multiple flight changes, delays, and even a lost suitcase. I realized later that earlier flights were available, causing unnecessary stress and inconvenience. I will address this with the travel consultant, but wanted to highlight the importance of flexible scheduling for future travelers. - Ursula R. Mariner #[redacted]39

We were disappointed when our cruise was canceled due to a one-day delay in our final payment. We were unable to make the payment while on another cruise without internet access and were surprised by the cancellation upon our return. Though we managed to rebook without a penalty, we missed out on a $[redacted] per person price reduction. As loyal Holland America customers, we are concerned about the handling of this situation, especially since we had already made two payments. Other cruise lines typically automatically process final payments using the credit card on file. With this upcoming cruise being our 50th Anniversary celebration, we were quite distressed by the experience. We are considering sending a letter of concern to Holland America via mail or email, and would appreciate guidance on the best way to address this issue.

I am very interested in the [redacted] British Isles cruise offered by Holland America. Despite the cruise not being posted yet for [redacted], obtaining this information from customer service was a challenging experience. My interaction with Israel in the Personal Cruise Consultant department was quite unpleasant. My simple inquiry about the availability of the [redacted] cruise escalated into a pushy sales pitch. Despite expressing my specific request for a call once the information is available for [redacted], Israel continued to pressure me with unrelated details. It was frustrating to deal with his persistence and disregard for my preferences. I am eager to book this cruise for my husband's 80th birthday and our 30th anniversary, but I do not wish to continue working with Israel. Respectful and professional communication is key in customer service, and I hope to have a more positive experience moving forward without intrusive sales tactics.

We are currently in Mexico until the end of March and I'm having trouble accessing the online check-in feature in English. Despite changing the language setting, it keeps reverting to Spanish. I need a functional link in English for the 30-day check-in before our return home on April 1st. It's crucial for me to arrange this in advance given the upcoming hectic days. Our cruise details are as follows: SanDiago - Panama - Ft Lauderdale April 4, [redacted] - April 18 Booking number: XGDXXD Mariner Member - clh #[redacted] (Carol Hobart) Mariner - dbh #[redacted] (David Hobart) Please contact us via email as we do not have phone service.