Holland America Line
Reviews and Complaints

I decided weeks after my mother past in September that I was going to take my 85-year-old father, whose dream has always been to go to Alaska, to make his dream come true with the best cruise experience I could give him. My parents had always planned to do it together but then my mother became ill and my a couple of years, my father could not leave her side. I thought that this summer was my only chance to do this with him because his health has been declining since my mother’s passing. I booked everything this past February and added to the trip as time went on. I wanted this to be the best trip he has ever taken, even though he has traveled all over the world.

On Saturday, June 25th, he and I drove to Boston and stayed in a hotel at the airport because my Dad was nervous about getting to the airport so early in the morning. Everything went extremely well at the hotel and the airport the next morning. We arrived in Seattle at 11:22 am, and had our bags in hand just a few minutes later. The gentlemen who was pushing my Dad in a wheelchair thought we should talk to someone from Holland America to see what we should do next. I had planned to take a taxi but when we spoke with the young man from Holland America, he changed my mind. As far as I’m concerned, that was the worst decision I could have made. The young man told us that if we took a taxi and it didn’t get to the terminal in time, the ship would leave without us but if we took their bus and the bus was late, the ship would wait. I was not concerned either way since we had more than 3 hours before the ship sailed. The gentleman brought us to the area to wait for the bus, and took the wheelchair back with him. It was a very long walk, thank God he had the wheelchair. After about an hour of waiting I wanted to get my Dad a taxi but I had no way to get him back to the area where we could get one. We then waited almost 2 hours before the bus showed up.

When we finally got to the ship terminal it was 2:20 pm. We had an appointment to have the Covid test but there was a problem with the family in front of us and it took what seemed like forever. After we finally got our tests and were waiting for the results, I overheard a women, who appeared to be in charge, say that they are closing things up and no one else would be able to board even though there was another bus on the way with passenger for our cruise on it. I asked her what we were supposed to do. She shrugged her shoulders and walked away. Minutes later our test was done and we both passed. When that women heard that, she told us to get on the elevator and go through security. We did and as soon as we got through security we were told that we would not be allowed on the ship. We were told that the Captain said he needed to leave right away. However, the Princess’s cruise on the other side of the terminal did wait for the last bus to come in and everyone was able to get on that ship. We went back downstairs and again I asked the woman who seemed to be in charge what we do now. She had me wheel my father into a small area and once again she walked away because the last bus had just arrived. I decided to bring my Dad outside to see what she was telling all of those people. She finally told all of us that they may allow us on the ship in Juneau but was not sure. Once again I asked her what we do now, she took down my name and stateroom number and she said she would be in contact with us. She didn’t take my phone number or any other information in order to do so. She also gave me a phone number (which I already had) to call for help but of course they were not open until Monday morning. Everyone from Holland America left the area and locked us out of the terminal. My father and I were extremely upset, confused and exhausted. We had no idea where to go or what to do. I was able to change our return flight to the next day but that is the only thing I was able to do on my own. There was a wonderful young man there who worked for SMS (Matt Baines) who was willing to help us. He helped us all get taxis, helped me find a hotel, went back into the terminal got us all some snacks and badly needed water. We were out on the sidewalk for about 2 hours. Thank God there was someone around who cared what happened to us, unlike everyone from Holland America!

After a $100 taxi ride to a hotel at the airport, we checked into the hotel with no luggage including our toiletries because we put them all in our big luggage so we wouldn’t have to carry them for the rest of the day. The next morning I called the “emergency” number. I spoke with a wonderful lady (Joan Spring), I was trying to find out if there was anyway that we could get on the cruise in Juneau and how we could get our luggage off the ship. She was not able to help me but gave me another phone number to call. I called that number and the young lady didn’t understand anything I was saying. She then connected me with someone who could help. I did not get this next woman’s name. For over an hour, she worked very hard to figure out what they could do to help. She found a flight for that day but told me that I had to find my own hotel. I had been having a very difficult time with that but as soon as I found one and was about to book it, she came back on the phone and informed me that they would not allow us to board the ship in Juneau because they would have to pay a fine. I asked why she had wasted her time and mine if they never let anyone board in Juneau, she then implied that they did not believe my story, “it was my word against an incompetent employee” (her words not mine). She proceeded to lecture me on the fact that I should have flown in the day before, even though we arrived in Seattle in more than enough time to get to the ship. We flew home on Monday with no issues. Alaska Airlines is the best! However, my Dad and I have been exhausted and stressed since we returned.

On Tuesday I called several times to find out about my luggage. The only reason I was able to get help is that one young man I spoke to was going to transfer me to people who could help and he sent me to Princess’s sales desk instead. That man was able to give me the correct number. It was amazing to me that no one at Holland America could give me that number but someone from Princess could. I was finally able to speak with Chris and Scott at the prosperities claims department. They could not be more helpful. They confirmed that our bags were definitely on the ship and that it was wise to wait until they returned to Seattle before they tried to send them back to us.

I spent more money on this trip then I can really afford because I wanted it to be perfect for my father. He has always been there for my and I wanted to repay him in some small way. A trip of his dreams turned into a complete nightmare! I know this summer is my last chance to get him to Alaska and to knock it off his bucket list. He was a helicopter pilot in the Army many years ago and the highlight of this trip for him was to go in a helicopter to the top of glacier. I pray that we will someday get to do this together.

Thank you for your time,

Laurie Ford

Booking # XP5DHN

I submitted this complaint over two weeks ago and have not heard back yet.

Mariner number [protected] & [protected]

New Statendam booking XQHC2T

VOJAGE J247

COMPLAINT to Holland America Line

July 10th 2022

Before booking and prior to sailing I triple-checked that masks were NOT mandatory.

Because my tonsils have been removed (badly) as a child I have a problem with airco and wearing facemasks. I would not book a cruise if I needed to wear one, as it totally destroys our vacation.

Upon arrival on the ship it became clear that:

MASKS MUST BE WORN everywhere at all times, except when eating/drinking or inside the stateroom.

We recently found out that the ship had several Covid cases from the previous cruise and while I read yesterday online that HAL would no longer demands testing or facemasks anymore, the opposite is the case for us, because we are on a contaminated ship.

HAL has failed their moral duty to inform us that New Statendam has been infected with covid and therefore, masks must be worn.

I would have cancelled the booking, which I was entitled to up to 24 hours before, I also bought the additional insurance for that reason.

Passengers had to show a negative test to be allowed on this cruise, but HAL was not oblighed to inform us regarding events that directly may effect our health and wellbeing?

Peter Frensdorf

my husband and I were on the canadian cruise and we were double charges for our pictures. The cost is $44.97. The date was on june 24, 2022 on the ship Zaandam. Our cruise dated June 17-25, 2022.

While attempting to get information and a possible refund of a "Futire Cruise deposit" I was left on hold for 20 plus minutes and then given a recorded message to contact the Accounting dept...tried and failed due to another long period on hold. How can I get to speak to a real person about my now unusable

(for medical reasons)future cruise deposit. I have cruised on HAL for many days and expected better service!

My name is Martha Rolfsen and my Mariner # is [protected].

Thank you.

My email address is [protected]@AOL.Com

We always book our cruises directly with the cruise line. We have cruised all of the major lines and have cruised with HAL before. We utilize the Navigator and the website and do not contact HAL customer service directly unless absolutely necessary. The customer service is very disappointing. The "chat" feature also does not work. The one time I reached a live person was less than satisfying. Being placed on hold for an hour to be told that he could not provide me with the requested information is not good practice.

Two hours into the call I am still on hold to speak to someone else about the onboard credit that we were promised when we booked and paid for the cruise.

Booking number XQ7CCD 14 day Venice/Greece/Istanbul and return. Neptune Suite.

On June 2, 2022 we booked a 51 day cruise from Seattle to Australia (Booking #XNDR5Q) When booking with the agent over the phone, my husband asked if they had any discounts/promotions for the military/veterans. The agent told us to look under “cruise deals” then again underneath “cruise deals”. At that point he told us that we were entitled to the “Have it All Package” plus $100. I then asked how do we redeem this offer. He then asked my husband what branch of service he was in and said he would redeem the offer for us. I called today, June 6, 2022 to see if that offer was put in our booking. I was told that all we were entitled to was a $100 onboard credit. We booked this cruise upgrading our room with the understanding we would get the “Have it All Package” as the military appreciation. We are in our 70’s and have been on many cruises and have never had any cruise misrepresented before. I would hope that someone at Holland America could check the phone recording of our booking to see how we were misinformed about the veterans appreciation. We then proceeded to see what would happen if we canceled this cruise and were told that we would lose our deposit. In conclusion, we hope that someone from Holland America listens to the recording of our conversation when we booked this cruise. Thank you!

We travelled on the Nieuw Statendam in May to Europe. This was our very first cruise. We loved the experience, however the one thing I have always heard about (cruises) is that there is an abundance of food. There was not! The (limited choice) Buffet opened at 5:30 PM and closed at 8:30 PM, there was seemingly nowhere to get anything during the rest of the day except a Dutch café that served about five items, two restaurants by the pool one served two types of hamburger the other served two types of hotdog. I believe there was one that served pizza. So essentially, food was really hard to find especially during the main part of the day and after 8:30 PM. Of course there was room service but the menu was very small. We took breakfast in our room each morning from room service just to make sure we got a good meal. Most people say they gain weight during a cruise, I lost it. Very disappointed.

I paid for an Alaska cruise in January 2020, in full in the amount of7670.64 for my husband and I. The booking # was CDHWDQ. This cruise was cancelled due to Covid. I was offered an FCC at 125% of my payment, so I re-booked for 2021. This booking # was CVXWSJ. This cruise was also cancelled, so I re-booked in May for July 2022. The new booking # is XRCQGL. In June 2020 my husband was diagnosed with Alzheimer's. I was hopeful he would be well enough to travel, but this is not the case. I called Customer Relations to let them know he would not be going, but my sister Janet L. Massa would be going instead. They did not indicate this would be a problem, except that I would lose the shipboard credits.
I received a new invoice in the amount of $4,392.50. The original $3835.32 that was my husband's half of the original payment had been removed. In the letter I received regarding the cancellation in 2020 stated that if one was unable to use the FCC, that any money paid in full would be refunded. I do not want a refund. I just want the $3835.32 I paid credited back to my account, leaving a balance of $557.18 which I would be happy to pay.

Customer Relations has told me in so many words that my money is just gone!

I have just been notified that my wife and me can not go on the 28 day cruise to Hawaii this next February unless we receive the covid vaccination. We can not take the shots due to allergic reactions that we will get from the ingredients in the vaccine. I would like to know why we will be discriminated against because we can not take the shot. We have spent quite a bit of money for this cruise and when we booked it there was no such requirement. Please get back to me A S A P. Thank you.

I give my password and booking number and you state that it is not found..I have been cancelled from my Hawaii trip in Nov and expedia rebooked and you don't recognize..told I would be given the rebooking at the same cost, yet you send a texted, I need to pay to keep my cabin...
What is going on? The right hand does not know what the left hand is doing...Please correct..My name Robyn O'Driscoll old booking number XRVRCV, new # XKGXXL

WE have booked a cruise for July, 2021 to Norway. When will Holland America decide they are requiring a vaccine? When will they get a backbone and make a decision? We are fully vaccinated and would like an answer. I really don't want to be stuck on a ship with unvaccinated people, riding around with a bunch of sick people in the middle of the ocean! Make a decision so we can decide if we are going or not!

Holland America Line what used to be a great Dutch company how treats its employees well, unfortunately, became a big corporation that has lost its passion and values on the way.
Treating new Dutch Deck/ Engine Cadets not ethical by not responding to their applications or direct emails to the designated Talent Acquisition manager.
As the saying goes you have one chance to make a first impression. Unfortunately, Holland America Line and Seabourn failed big time.
In one word, don't spend your hard-earned money with a company how treats its employees not respectfully. And that does not answer her emails or contact requests.

My booking nu. is:CC5HK, I had booked months ago, suddenly at the airport to fly to FLL to get the cruise, got an e-mail saying the cruise was canceled, at Fort Lauradle airport nobody from Hollan America cruise to help, since them try to get to HAL with no result. I am no in Thailand and asked them to send my refund of 8553 +expences of 1367, 08, d. to my account in Thailand, but they simply do not answer. I got stuck in Thailand and need my money. Behrouz Yaghoobi

My wife and I booked a Holland America cruise, Westerdam ship (cruise line confirmation CCVKHM) Jerry & Sharon Beckman, to leave Shanghai China on Feburary 15, 2020. The reason for booking was to spend time in Shanghai and Beijing. Because of the coronavirus, the ship has deleted all Chinese ports and decided to replace them with Japanese ports. From Yokohama, Japan and ends up in Yokohama. Our trip was based on visiting China, not Japan as we have previously visited those ports two years ago.

We want a refund of our money ($3, 240.00). Also the Visa to China cost an additional $500.

My wife and I are senior citizens, 80 and 77 years old. This is a matter of corporate greed.

I do understand that ships can change ports of call, but in this case, they no longer resembles what we purchased. It is more like a bait and switch game.

Our 09/28/16 Oosterdam 12nt Mediterranean Dreams cruise experience follows.

Part 1 - Petri Dish Experiment

We gave ample monetary consideration in the form of time off, airfare, transfers, excursions and the cruise itself, only to be subjected to a lack of hygienic common sense or a virus known as stupidity on the part of HAL ship side management.

To be clear, in 34 cruises taken over a 50 year span, I have never been exposed to such unsanitary conditions and unhygienic practices. In 34 cruises, 31 ships, 9 lines, 122 ports, this was the first time I have contracted any type of illness on a cruise. Many were afflicted as witnessed by multiple conversations with passengers and crew who were impacted and aware of the situation.

Aside from the "hacking" going on all over the ship, outbreaks of diarrhea and influenza were brought to my attention by several crew and passengers in the know. Two passengers made the unsolicited comment which I cannot take credit for, "this ship is a floating petri dish". Some of HAL's guests suffered, my wife and I to the tune of 14 days of downtime (including the last 6 days of the cruise), misery and inconvenience from influenza. HAL may have violated CDC health regs, but most importantly, common sense which violated their guests trust.

The cause? In the prior 33 cruises, I have never seen beverages or ice dispensed in such a haphazard fashion. From the beginning of the cruise, the non touch ice beverage dispensers in the Lido buffet were occasionally non functional, i.e. did not dispense ice or water. When they were functional, unprotected pitchers were often positioned on the drip tray blocking their usage, forcing unnecessary manual usage of make shift ice chests and pitchers.

Rather than no touch, the process required a minimum of eight full hand to surface contacts on three different surfaces; chest lid; ice scoop; pitcher. In addition, the ice chest was compromised by the complete insertion of a hand during the scooping process. These conditions were mysteriously allowed to persist for the duration of the 12 night cruise. An email to the Office of the President at HAL, solicited the following response.

"Interestingly enough we had our public health specialist on board this cruise. Non-touch beverage/ice machines were functional during the cruise and not disabled as suggested. There was no outbreak of influenza or diarrhea as suggested. We are not in a position to provide you with a monetary refund."

HAL's Office of the President shot a clear message across my bow regarding the complaint. Their response was nothing more than a complete denial of circumstance and refutation of my on board experience. The response left my family feeling cheated, deceived and lacking future trust in the HAL brand.

If you think that's the end of this story, sadly it only gets worse. I thought paying to unsuspectingly participate in a covert infectious disease or immunization program, was hitting rock bottom for HAL. Not even close, after reading below, plunging to new depths with U-boat Captain Lehmann-Willenbrock (Das Boot) will seem like a step up from HAL.

Part 2 - Terrorized Guests

We also had the extreme displeasure of witnessing a family of six with toddler, having their twelve night vacation completely ruined by HAL's front office and immigration administration. Some one in HAL's shipboard administrative office spotted a clerical error on a Visa, measured in mere hours and decided to flex their authoritative muscle in threatening to throw the mother of the toddler off the ship.

Shortly into the cruise, HAL staff informed the family that the mother must debark the ship, a night prior to the cruises termination in Rome. HAL claimed that the mothers Schengen zone visa would terminate during the family's privately arranged post cruise transit to the Rome airport. The following day, HAL claimed the administrative error or visa oversight had been resolved.

The next day, HAL staff reversed course again and like Schettino's Costa Concordia ran aground, insisting that the mother would have to debark in Naples. The husband made continued attempts to appeal to common sense. After a long weekend, the husband finally put his foot down and informed HAL staff that they would have to "physically remove" the whole family from the ship, along with their possessions. Magically, HAL staff finally "resolved" the administrative "problem" with "port authorities" and said all was well.

The emotionally wrought disruption of this families vacation by HAL was unconscionable. Worse yet, for nine out of twelve nights, we watched this poor family being held hostage and terrorized by HAL's administrative Yo-Yo's (not ok, ok, not ok, ok) as they whimsically waved the sword of Damocle's over this poor families heads. Sailing with distemperate Captain Queeg (The Caine Mutiny) would be a step up from HAL.

Bottom line, HAL administrative staff exhibited a complete lack of common sense and misguided application of policy and authority. Paying to be a guest, then being held emotional hostage, replete with psychological torture, redefines hospitality and service as well as taking it to new depths.

This is how HAL treat their paying guests? Perhaps HAL should change their name to SSC or Stockholm Syndrome Cruises? Being Christian Fletcher and suffering the harsh punishment, criticism and abuse of Captain Bligh (Mutiny on the Bounty) would be a better fate.

HAL is in the hospitality service business, at least that is the rumor which their hygienic practices, shipboard administration and post cruise customer service rapidly dispels. In hospitality and service, misrepresentation should not be rife and "caveat emptor" should not be the maxim of the day, but HAL sure seems to have taken it to heart.

HAL's upper management attitude and level of customer satisfaction for problem resolution, during and post cruise, has left this formerly satisfied customer feeling like, sailing with Capt. Jack Sparrow on the Black Pearl (Pirates of the Caribbean), would be an upgrade from HAL.

In an effort to deny reality and just recompense, I shudder to imagine what HAL's professional deflection tactics and denial system aka "wall of non stick voodoo teflon" at the Office of The President, will cook up and attempt to serve these poor victims. And of late, that is exactly what the HAL experience leaves you feeling like.

We wanted a window in our cabin. We got the window with cabin directly above a cargo hold door. Several times we were awakened be heavy chains clanging that sounded like a chain saw in our cabin between 3:30am and 4:15am several nights. TV not working when we checked in. Several telephone calls between 12:30 am & 1:30am asking if we wanted room service. We could hear laughing in background (crew we expect) accents obvious.

We paid for entire cruise, excursions etc. prior to cruise. Half way thru they billed us for excursions again.

Would not suggest using this line as we are aware of other lines with far superior travel.

Dear Sir,

This is a second times i write my complaint, until now i never get a response from your side. so, i need you to responsible about my lost.

File reference : CGKEK41454 / 20 Aug 12 / 1041 GMT
Name : SIGIT INDRI IRAWAN
Flight / Date : B61015 / 18AUG / EK202 / 19AUG / EK356 / 20AUG
Number of bags : 1
Ticket Number : [protected]
Colour / Type : YW01HWX
Tag Number : B63064517

it's more than a month and I been patient enough about this. So, I want my ###ing bag...!

My wife and I took a 7-night Alaskan cruise from Seattle on the Westerdam. From day one I noticed some dirty dishes in the dining areas and I mentioned this to the staff. By day seven nothing had changed and the dishes were still dirty. Three times I saw lipstick on a glass/cup at my dining table, once I found a Sweet n Low wrapper stuck to the bottom of my spoon, several times I saw dirty cups on the Lido deck where the buffett-style foods were offered, and on several occasions plates and bowls were dirty. On my last day of the trip I brought some of the evidence to the front desk and they basically argued with me and refused to do anything about the problem. I wrote to Holland America's Office of the President, but to date I'm still waiting for a response. This cruise line is overrated and I would not recommend it to anyone. Not only were the dishes dirty, the food is the worst I've ever had on any cruise, and I've been on several. Avoid Holland America.

Great cruise, great food etc, just do not work with "Guest Relations" to solve a problem that Holland America created. Problem: Airline connections that were arranged by Holland America. Make your own arrangements !

My husband and I took a cruise the week of March 20-27 on the Holland America Oosterdam to the Mexican Riviera. Our laptop computer and camera were among our luggage that was found to be missing after being entrusted to Holland America staff's care on a 10 minute ride from the airport to the ship via their subcontracted transport vehicles. We didn't realize these items were missing until we boarded the ship. We were continually prevented during the cruise by the management at the front desk from escalating a report to the hotel manager and the security on the ship who may have been able to initiate an investigation early after the incident occurred. This was a frustrating and frightening experience and certainly not one we expected aboard a Holland America Cruise ship. Upon disembarkation, we have filed complaints with Holland America Guest Relations, Holland America President and CEO Stein Kruse, Holland America Lost Luggage and AAA Travel Agency with whom we booked the cruise. We are also

filing a complaint with the Better Business Bureau and on multiple web sites. We want everyone to be aware of the hazards of cruising and that there may exist policies, procedures and processes established by cruise lines but they are not always followed and there is poor management on some of these ships. Stein Kruse, the President and CEO of Holland America may have an Advanced Management degree from Harvard but sadly, some of his manager employees don't know the first thing about management or service.