Holland America Line

Complaint: ***
I am rejecting this response because:Thank you for responding Here is my response: Ms***: You have not addressed the main issues of complaint: The letter from MrL*** indicated that I had "requested" this information - this is FALSE...I never asked for anythingThe letter from MrL*** indicated that he and I had spoken - this is FALSE....we have never spoken Your response seems to miss this point entirely, as your response lays blame upon your "fulfillment house" for sending multiple copies of brochures (yes, that was a problem, too), "...for one request." You wrote: "In addition, Holland America had an issue last May where our fulfillment house was sending multiple copies of brochures for one request." Here, in your own words, lies the problem - I never requested ANYTHING from you, MrL***, or Holland America. In fact, I have never communicated with Holland America...a relative registered my for a cruise which I took, but I have never contacted Holland America, and certainly I have never "requested" anything. My concern lies with what I consider deceptive advertising Using the word "request" and commenting that we have spoken, when both of those are untrue, were (in my opinion) attempts by MrL*** to create an atmosphere in which I would believe I had reached out to Holland America and sought the items mailed to me The purpose of this deception was to entice me to more readily read the material sent, as I would obviously want to read something I had asked for Had the material been sent without those deceptive and words connecting MrL*** and myself, I (and a reasonable person) would have given the material sent less attention I would ask that you address this concern So far, I have emailed MrL*** a number of times (no response), your corporate offices a number of times (no response), and now I have only received a response once the Revdex.com got involved....and a response which did not actually respond to the main complaint. Please copy your response to the Revdex.com to my direct email address which you have noted in your letter of July 12, 2017. Yours truly, J
Sincerely,
*** ***

February 4,
Mrs*** ***
*** *** **
***, CO ***-***
Email: ***@yahoo.com
RE: Case *-***
Booking: ***
Dear Mrs***,
Thank you for contacting the Revdex.com regarding your ms *** sailing
departing December 19,
We deeply regret your continuing displeasure with the handling of your situation during the above mentioned cruiseIn reviewing the communication between our shipboard staff, we acknowledge that there were difficulties in locating your passport, although we do confirm it was located in the safeUnfortunately, it had fallen behind the door jamb in the safe, and was unable to be located by our staffFurther, we can understand your frustration when in a foreign country and that you were unable to make contact with our staff as you did not have a cell phone
We understand you are seeking compensation for missing the ship and for the insufficient assistance you felt you received in rejoining the vesselAs stated in our cruise contract that you agreed to prior to your cruise, “Failure to make any sailing of the Ship at any port shall be at Your sole risk and expense…You will not be entitled to any refund, payment, compensation or credit of any kind.” In these types of situations, we suggest contacting your travel insurance if purchased for consideration of reimbursement as we are not in a position to offer relief of these expenses nor compensation for your case.
Thank you again for bringing your concerns to the attention of our officePlease let us know if we can be of further assistance
Kind regards,
*** ***
Special Advisor
Office of the President

February 20, Ms*** *** Email: ***@comcast.net Revdex.com reference # #*** RE: Case *** Bookings: ***, *** and *** Dear Ms***, While it’s always difficult for us to hear about the disappointments our travelers may encounter, the Guest Relations Department was created to listen to our guests’ comments, both positive and negative, so we may continue to grow with guest satisfaction in mind. Although you made these bookings with non-refundable deposits, if you would like to reinstate your bookings, as a gesture of goodwill we are now able to offer you options: An onboard credit of $per person should you remain in a VF-category Or an offer of an upgrade to a Signature Suite for an additional amount of $per person instead of $per person You need only to have yourself or your travel professional contact us for additional assistance. While your continued dissatisfaction is regrettable, we are not in a position to alternate our offer and we hope you and your family will join us in May on a sailing to Alaska. Kind regards, Christine F*Special AdvisorOffice of the President

Complaint: ***
I am rejecting this response because: I have an email from a Holland rep saying that I should get an onboard credit of $250, not $
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: Though they have reached out to me by email, I wish to keep this case open till satisfactory resolution has been reached.Sincerely,*** ***

Dear Christine, I specifically asked a Costco cruise agent through their online costco chat the night before I booked this cruise. I was given a round about large cancellation policy file to read. I wrote back and said I just need a simple yes or no answer to my question "if I book this cruise tonight and decide afterward that I wanted to cancel, it my deposit refundable". The answer that I understood was yes, as long as it was cancelled prior to the final payment being made. I was never told that the cruise I was booking was a promo rate. I read over the entire booking and it does not state anywhere in that booking that it was a promo rate. The language used is very tricky and I'm sure it was strategically and methodically written to confuse most people. I'm in the process of trying to locate the transcript to attach to this rebuttal, but my emails are only going back to Jan 9, 2017, and the online chat was on Jan 5, 2017. This was my first cruise booking, and the experience has been most unpleasant.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Holland America Line did not response directly to our situationI will continue appealing until I get a satisfied response.
What makes us unsatisfied is that Holland America Line authorized official customer service gave us wrong informationThe denial of our boarding was completely caused by the Holland America Line CUSTOMER SERVICE!!! Who said 'You won't need a Canadian Visa since you won't get off the cruise in Canada' Another thing that makes us more unsatisfied is that Debra C*** (Holland America Line representative) told lies because she did not want to refund to us.
Shouldn't customer service team be responsible for our loss? (And Debra, I am wondering if you can reply to this message and say again what you have said to us over the phoneSomething like 'My manager listened to your callsAnd he said that the customer service told your guys clearly that you should apply for Canadian visa') Can you reply to us and say it here again? if you feel so certain that this information is a fact instead of a perjury.
Shouldn't that guy who gave us wrong information compensates for our loss? Shouldn't Holland America Line investigate this issue deeper to make sure that that guy won't give wrong information to other customers again? And shouldn't some truthful, honest, judicial Holland America Line representatives stand out and prevent both Debra C*** and her manager from perjuring?
In a word, if the one who looks at this letter is Debra, you can certainly reply to this letter againBut before that, please ask your manager to listen to the records of our phone calls again ( I listed in my first Revdex.com complaint, for your convenience, from *** to ***, from 11:51PDT, minutes call)And answer my question, what did Holland America customer service tell us? Did the guy tell us to apply for a Canadian visa or did the guy say that we did not even need it? If you are still certain the guy say that we should apply for a Canadian visa (you were so confident about this point when we were talking on the phoneYou said you believed in your manager), you can indicate it in your reply(But a warm reminder, we know that it's not trueWe are working on retrieving this call from *** as a proof in case we have to take legal steps to further solve this issue.) If you and your manager listen to the records carefully and finally get the truth, which is that the guy told us we did not need Canadian visa, you can certainly indicate this elegant truth in your replyI consulted my lawyer ***, she said that if the customer service gave us wrong information which caused the denial of our boarding, the cruise company will have to take responsibility.
*** ***

August 1, Mr*** *** Email: ***@***.ca RE: Case *** Booking: Dear Mr***, We sincerely regret you have not been satisfied with our previous responses and we apologize for your lingering frustrationThe Guest Relations Department was created to listen to our guests’ comments, both positive and negative, so we may continue to grow with guest satisfaction in mind We are very sorry you continue to be displeased with the verbiage of marketing materials stating you “requested” the information and we apologize if there was any oversightOnce again, we have confirmed you have been removed from our mailing list and you should no longer be receiving marketing materials from us While we regret that this final response could not be more favorable, we do hope you will continue to include Holland America Line in your travel plans Kind regards, Kirby L** Special Advisor Office of the President

Here is the response from Holland America Line: July 27, 2015Revdex.com of WashingtonMr& Mrs.*** *** *** *** **Toledo, OH 43617-1353 RE: Case 1-*** Booking: *** Better BusinessBureau Complaint #***Dear Mr& Mrs.***, This is in response to your latest communication to theRevdex.com regarding your ms RyndamcruiseWe deeply regret your continuing dissatisfaction with your experience,and with our previous responseOnce again, we sincerely apologize for thedisappointment you encountered on this sailing. We understand that you remain unhappy with the informationyou have received from Holland America Line concerning our Hotel Service ChargepolicyAs we noted in our original communication, we have instituted thispolicy because the vast majority of our guests wished to recognize theexceptional service provided by our crewIf our service exceeds or fails tomeet expectations, the amount can be adjusted at the end of the cruise byvisiting the Front Office and completing the required formA 15% bar servicecharge is added to all beverage purchasesThis policy is clearly detailed inour brochures and on our website under “Shipboard Life”; and we regret that youfelt that this was not made known to you prior to sailingUnfortunately, asthese funds have already been distributed to our hard-working staff, we are notin a position to offer you a refund in this instanceHowever, we trust thatthis information is useful for future travel planning purposes. It is always of concern when a guest has a less thansatisfactory experience, and we will endeavor to incorporate your feedback intoour planning and proceduresHowever, after thoroughly reviewing your issues,we are not in a position to offer compensationWe are committed to guestsatisfaction, and we truly hope that our decision in this matter will not cloudyour impression of Holland America Line. Thank you for bringing this matter to our attentionWeassure you that we appreciate your feedback on how we may continue to improve,and hope you will give us another opportunity to create the positive experiencewe know our sailings can offer.Best regards, NancyK***SpecialAdvisorOffice of the President

Complaint: ***
I am rejecting this response because:
The electronic documents we signed before being allowed to board the ship clearly stated “For the comfort of all of our guest, all staterooms (cabins) and stateroom verandahs, showrooms and most other indoor areas are designated non-smoking.” I presented a photocopy of the document’s smoking policy page to the purser on the ship and attached it to my initial complaint to the Holland America customer service office on 12/30/ I have attached it here as well Holland America is in breach of contract. Sincerely,*** ***

Dear Ms***,Thank you for contacting us regarding your ms Noordam sailingWe’re sorry to hear you couldn’t join this sailing as planned
We were very sorry that our attempt to help remedy your situation has not met expectations and deeply regret any negative impressions that have been left
After further review of this case with upper management, it has been determined that the Waive Penalty will not be givenWe have pulled and reviewed the call and it was noted that you were advised several times the land tour was to begin in Fairbanks and then you advised the agent that you were intending on visiting family in Anchorage and would drive a rental car to FairbanksOf course, the patronage of our guests is of great value to us; however, we understand that our decision will not meet every person’s expectationsWhile we hope you would give us another opportunity in the future, we certainly wish that no matter what cruise line you choose to sail, you experience a safe and enjoyable vacation at sea
For future travels, we strongly encourage you to protect your investment with some type of travel protectionWhile a variety of such plans are offered throughout the industry, we feel that our plans offer the best protection on our voyagesOur Cancellation Protection Plans allow travelers to cancel for any reason up to hours before departure under the Standard Plan (CPP), and up to departure with the Platinum Plan (CPPP)Many other plans only allow cancellation for certain covered reasons, leaving travelers without adequate coverage in many circumstancesAnd unlike some other plans, our plans also cover pre-existing conditions without exclusions or time limitsNonetheless, if purchase of our cancellation protection is declined, we strongly recommend that you purchase such coverage through your travel professional or an insurance broker
Thank you again for contacting our office with your concerns, and please let us know if we can be of further assistance
Kind regards,Lenee L***Special AdvisorOffice of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

This was handled by Princess Cruises as it was their sailingHere is a copy of their letter and I have also attached itJanuary 18, 2017 Revdex.com RE: Ruby Princess - *** - July 24, Booking ***
*** *** Complaint Number *** To Whom it May Concern: Thank you for contacting our office regarding Ms*** and her above noted booking, which is the subject of your complaint #***, registered with the Revdex.com. At this time, we have contacted Ms*** directly via telephone and this issue has been resolved. I appreciate the opportunity to address this matter. Until I may be of further service, I send our kind regards. Sincerely, Anna *** S*Specialist, Customer Relations

Good afternoon,
As this is the first complaint brought forth by this guest to our company regarding this recent sailing, we would like the opportunity to review this guests concerns in full detail and respond directly to the guest regarding this matterIn the future, our company would
appreciate this guest contacting us directly so that we may be given the chance to provide this guest with a response to the complaints that has been brought forthWe have opened up a case in our Guest Relations department and will be responding to this guest once a full investigation has been completed
Kind regards

March 2,
Mr*** ***
*** *** **
***, VA ***-***
RE: Case ***
Booking: ***
Dear Mr***,
Thank you for contacting the Revdex.com regarding the cancellation of your ms Eurodam sailing
We were very
concerned to learn of your displeasure with the handling of your caseAfter reviewing your booking, we are pleased to inform you that the cancel fees were actually refunded in full, and all monies returnedWe deeply regret if this was not communicated to you or your travel professional in a prompt and satisfactory manner, and will document your experience for the reference of all relevant management
Our records show that an initial refund of $1,was posted to your MasterCard ending in *** on February 12, An additional refund of $was posted to the same card on February 18, Please note that these transactions may take - business days to post to your account
Thank you again for contacting the Revdex.com with your concerns, and please let us know if we can be of further assistance
Kind regards,
Kirsten W***
Special Advisor
Office of the President

We received your follow up about our smoking policy and we apologize for any displeasure this may have caused you during our voyage. You may be happy to note that starting this January we began transitioning our ships to the new smoking policy which does not allow smoking on the balconies,
though we are sorry that you were unable to book during that time. Because the policy was in place during your voyage, we would be unable to offer any further compensation, such as the $1,that you requested back. We are sorry for inconvenience this may have caused but our offer of the Pinnacle Grill dinners is our final offer for this issue

March 22,
Ms*** ***
PO Box ***
* ***, ** ***
Revdex.com reference #***
RE: Case ***
Booking: ***
Dear Ms***,
Unfortunately, Ms***, we are not in a position to alter our decision and allow you to sail
with Holland America Line againPlease know we appreciate your past patronage and understand your perspective; however, we stand by our decisionWe do wish you the best in your future travels
Kind regards,
Christine F*
Special Advisor
Office of the President

Hello colleagues,Attached please find our response.Please let us know if we can be of further assistance.Kind regards,Adrian A***Guest RelationsHolland America Line
RE: Case ***
Booking: ***
Dear Mr***,
Thank you for the email following up on your ms Oosterdam sailing on June 28, We truly appreciate you taking the time to relay your feedback and would like to offer our sincere apologies for the disappointment you have detailed
It is always troubling when a guest has a less than satisfactory experience, and we will endeavor to incorporate your feedback into our planning and proceduresWe understand that you experienced a difficult interaction with a member of the Security staff on boardOur primary staff focus is courteous, respectful, efficient service at all timesGuests are the heart of our business, and we sincerely apologize that your encounter was contrary to our goal of consistent excellenceWe deeply regret that your overall enjoyment of the voyage was clouded by this situationIn light of your correspondence, we have registered all of your complaints against this sailingWe have also forwarded a copy of your correspondence to the appropriate senior management for their information and corrective action where necessary
After again reviewing your concerns, we would like to offer a token of our apologies for the problems you encountered, and we hope this response will reflect our commitment to provide the most dependable service possible
In an effort to show our concern we would like to extend additional Future Cruise Credits to you in the amount of $totalThese credits may be applied to the cruise fare only of a new Holland America Line cruise or Land+Sea Journey booking, and are combinable with other applicable creditsWhile the credits must be applied to a new booking by September 17, 2016, your cruise does not need to depart within this year’s timeAlthough you may choose any stateroom category, this offer is dependent upon availability and cannot be transferred or refundedThese credits may not be used for deposits, taxes, Cancellation Protection, Home City Air, or other optional programsFor your convenience, they are built in association with your Mariner numbers and will automatically be credited toward your cruise fareWe kindly ask that this special offer be verified at time of confirmation to ensure your booking is properly noted
Thank you again for contacting our office and bringing your issues to our attentionAgain, please accept our apologies and assurances that staff will redouble their efforts to meet our goal of consistent excellence in all areas of your cruise experienceBeyond our sincere apologies and commitment to improve, we hope to earn your trust and confidence to sail with Holland America Line again so we may have another opportunity to create the positive experience we know our sailings can offer
Best regards,
Adrian A***
Special Advisor
Office of the President

September 22, 2015 *** * *** *** *** RE: Case
*** Booking: ***Dear Mr& Ms***, Thank you for the correspondence regarding your ms Zaandam Land+Sea Journey on August11, 2015. We truly regret that your luggage went missing during yourvoyageWe have contacted our Property Claims department as they handle anyissue concerning lost luggageTheir response is included below. “We are sorry that we were unable to locate your missingluggageIt was searched for diligently for the duration of your sailing, andthe three weeks afterIt is unfortunate that our efforts were unsuccessfulAssuch, we have already requested a refund check in the amount of $to goto your home address on fileThis check represents our maximum limit ofliability, per the Cruise Contract under which you sailed.” We have found that some Homeowners or Travel Insurancepolicies will often include coverage of personal property while traveling awayfrom homeWe encourage you to contact your insurance provider to see if theyare able to assist you in filing a claim for the remainder of the cost. Please let us know if we can be of further assistanceWeappreciate you choosing Holland America Line and would be delighted at anotheropportunity to welcome you both back on board so that we may create the whollypositive experience we know our sailings can offer. Best regards, JenniferL***SpecialAdvisorOffice of the President

Complaint: ***I am rejecting this response because:
If Holland America Line (HAL) provided clear information about the hotel address to begin with, I wouldn't have booked flights to the wrong destinationThe lack of information on your itinerary led me to call your customer service and your customer service representative gave me the wrong address of the hotel (Anchorage versus Fairbanks, which is about 7 hours apart by car)I had three of my family members who were flying to Alaska from international locations and we booked international flights as well as domestic flights after I heard about the hotel destination from your customer service representative
After I learned that your customer service representative gave me the wrong information for my trip, all I was asking for was a simple remedy for the mistake made by HALMistakes happen everyday and I was not being unreasonableI was asking for transportations from Anchorage to FairbanksInstead, your customer service representatives, including customer service manager, were being uncooperative and uninterestedIt's easier to ignore customer's inconvenience than resolving problems that were caused by your customer service representative. Your customer service policy is unconscionable and untrustworthyI paid a significant amount of moneyIn addition, I had to spend long hours on the phone trying to resolve the problemI booked this travel through Costco Travel which acted as your sales agent and spent long hours speaking both to Costco Travel and HALHowever, no one was taking an ownership of the mistake made by HAL
I originally paid $4,765.10 on the 8th of May and requested for refund on the 23rd of MayOf the amount, $was for the government taxes and you haven't issued a refund for any of itToday's date is the 7th of July. HAL has not provided any services for my payment and is keeping the tax portion of my payment. Please resolve this issue as soon as possible once for all--Issue a full refund for the total amount of $4,that I paid Sincerely,*** ***