This business is not BBB accredited.

Holland America Line

Phone: (206) 281-3535 Fax: (800) 628-4855 View Additional Phone Numbers 300 Elliott Ave W, Seattle, WA 98119 View Additional Email Addresses http://www.hollandamerica.com


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Description

This company offers cruises and tours.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Holland America Line include:

  • Failure to respond to 1 complaint(s) filed against business
  • 2 complaint(s) filed against business that were not resolved

Factors that raised the rating for Holland America Line include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size


Customer Complaints Summary Read complaint details

42 complaints closed with BBB in last 3 years | 13 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 5
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 33
Total Closed Complaints 42

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Holland America Line
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: January 01, 1970 Business started: 01/01/1873 Business started locally: 01/01/1873
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Type of Entity

Corporation

Business Management
Mr. Stein Kruse, President and CEO
Contact Information
Principal: Mr. Stein Kruse, President and CEO
Business Category

Travel Agencies & Bureaus Cruises Tours - Wholesale

Alternate Business Names
Holland America Holland America Line Inc

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 Elliott Ave W

    Seattle, WA 98119 (206) 281-3535 (800) 599-8256

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February 21 my wife and I left on a cruise from Ft. Lauderdale, FL to San Diego thru the Panama Canal. Due to engine problems with the ship two of our six port destinations were cancelled. Although 1/3 of our trip was cancelled no refund was offered.

Desired Settlement: Holland America should stand behind their product and offer a partial refund when services are not delivered as agreed.

Business Response:  

March 24, 2015





Mr. & Mrs.****** ******

*** *********** **

Lansdale, PA 19446-5658

Email: *********@gmail.com

 

RE: Case ************

       Booking: ********* **** ********





Dear Mr. & Mrs.******,

 

This is in response to an email sent to the Better Business
Bureau regarding your ms
*******
sailing on February
21, 2015.
We are grateful that you have given us
this opportunity to review your concerns and to express our regret for the
disappointment you encountered.

 

Holland America Line understands the disappointment of our
guests in missing a planned port of call. Revising an itinerary is a difficult
decision that factors in multiple elements. Unfortunately, situations at times
arise which make it necessary to cancel, advance, or postpone a scheduled port
call. The well-being and enjoyment of our guests and crew remains our primary
focus on every sailing. In this case, under the circumstances and after
thorough review, the Captain and senior management came to the conclusion that
the revision was required. Permission to make calls at the various ports is
obtained months in advance, and the timing of the entire itinerary must be
taken into consideration. Consequently, it is not possible to simply change the
order of the port calls at the last minute. Furthermore, we are not able to
hold “backup” berths at various alternate ports, as this would deny those ports
the opportunity to schedule visits from other cruise ships. We assure you that
decisions regarding itinerary revisions are never made lightly, and we
sincerely apologize for any dissatisfaction.

 

We would also like to take this opportunity to remind you
that each guest on this cruise was issued a Future Cruise Credit equal to 20%
of their cruise fare (only) for use on a future sailing. We have confirmed that
Future Cruise Credits of $769.80 per person were issued to your Mariner Numbers
******* * ********* *** ***** * ********** and are valid on any sailing booked
prior March 4, 2016. These credits are to be used for the cruise fare only and
cannot be applied to taxes, supplemental hotel packages or air transportation.
When booking your next sailing us, kindly confirm that this has been added to
your reservation.

 

Again, 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 experience. Beyond 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,





 

 

***** ****

Special
Advisor

Office of the President

 

Consumer Response:  
Complaint: ********

I am rejecting this response because: I did not receie that which I paid for.  A discount on a future cruise for that not delivered on this one is like buying any defective product and being refused a credit but getting a credit on a repeate purchase in the future.  NONSENSE!!

Sincerely,

****** ******

Consumer Response:  
Complaint: ********

I am rejecting this response because: As I explained, receiving a credit on a future cruise for a deffective prior cruise seems a bit absurd.  I noted that that is like buying a defective coffie maker, returning it to the store and being told I can have another one at half off!  Under the assumption that Holland America can not or will not correct the prior situation I would be satisfied with the 50% credit applied to a future cruise IF I could use it on a cruise booked thru the end of 2016, not 2015 and applied to Holland America or any of its sister lines. 
Thank you

Sincerely,

****** ******

Business Response:



To whom it may concern,

 

Please be advised that we have contacted Mr. ****** and have
advised him that senior management has reviewed the feedback from our guests
and has made the decision to increase our offer of a 20% per person Future
Cruise Credit of the base fare to 50% Future Cruise Credit per person.
 Guest will also be sent a letter.

 

We have attached a copy for your reference.

 

********* ******

Senior Advisor

Office of the President

***SUPPORTING DOCUMENTS REDACTED BY BBB***

6/5/2015 Problems with Product/Service
5/29/2015 Problems with Product/Service
5/9/2015 Problems with Product/Service
4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: o whom it may concern, My wife and I were on a cruise on the Nieuw Amsterdam that left Fort Lauderdale on December 28th and circled the Caribbean for 7 days. On New Year's Eve, very important pain medication was stolen from our cabin by a member of the crew. The crew obviously knew that most people would be out for awhile that evening. According to the security chief, *****, no one else (other than a crew member) would have access to our room while we were out. We filed a report with security as soon as we detected the theft. They did not respond immediately but many hours later. My wife had to go to the ships doctor and wait while I frantically hoped she would be able to get some pain meds and meet me for our excursion. This did not happen. I had to go on the excursion to Chechen Itza alone. This is not a place we get a chance to see more than usually once in our lives and now she probably will never see it. The ship's doctor said that they would try to fill the prescription in Mexico but to no success. We tried to get the prescription filled ourselves in Key West but tried 3 shops and no one would fill it. We later found out that the ship's doctor either did not have a DEA number or just forgot to put it on the paper and that was why we were getting the run around. To compound the issue, my wife needed to get costly therapies done while on the ship without her pain medicine. We spent much more than we had planned on this trip due to this travesty. When we docked at Fort Lauderdale, we filed a police report with the port authority documenting the incident. We believe that we are due a second chance at this cruise. The $98 credit issued by the cruise ship hardly covers the pain and anguish that my wife had to endure and the loss of a once in a lifetime experience like Chechen Itza. We have contacted the cruise line several times but they do not seem to care about keeping our business.

Desired Settlement: We would like a refund for the cruise and for the therapies that were needed while aboard the ship. We are open to negotiating.

Business Response:

February 9, 2015


*** * **** ******
**** ******* *** **
Chesterfield, VA 23832-4016
Email: *********@gmail.com
 
RE: Case 1-**********
       Booking: ******


Dear *** * **** ******,
 
Thank you for the email regarding your ms Nieuw Amsterdam sailing on December 28, 2014. 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.
 
We are sorry to hear that Mrs. **************** prescription medication was missing on New Year’s Eve, and are especially concerned that you both feel that the medication was taken by one of our onboard staff members. We make every effort to locate missing items and to reunite the owner with their lost property whenever possible. We note that the ship’s Security Officer performed a search and the incident was documented. While we are unable to say with any certainty why the medication could not be located, we empathize with you both regarding your disappointment and for any difficulties experienced afterwards. Unfortunately, we are not in a position to honor your specific request for a free cruise or for any other form of compensate, but we will contact you if the missing property is found.
 
Thank you once more for contacting our office and bringing this matter to our attention. Mariners like you are the core of our business and the reason we continue sailing, and we hope we will have another opportunity to welcome you on board in the very near future.
 
Best regards,


COPY 
 
****** *******
Special Advisor
Office of the President

4/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 1st part #Holland America Line promoted a 45 port cruise (priced according to 45 ports). We have missed three ports Alofi, Raratonga and Geraldton. Requesting a refund of $1333.33 for these three ports missed.2nd part # Due to health issues (I am experiencing abnormal excessive high heart beats) my cruise will be cut short. I visited the onboard Doctor on Feb 26 2015. Arrived with extremely high abnormal heart beating, I must visit my primary doctor for treatment. I am requesting a refund of the unused portion of the cruise totaling $10,000.00TOTAL REFUND $11,333.33

Desired Settlement: Requesting a refund in the amount of $11,333.33 to be deposited to my credit cardor a shipboard credit for my spouse of said amount

Business Response: March 19, 2015



*** ********** ******
**** ****** ** ** *** **** ***
San Ysidro, CA 92173-3071

Email: ************@gmail.com
 

RE: Case 1-**********
      Booking: ******

Dear Ms. ******,

Thank you for the email regarding your ms Amsterdam sailing on January 5, 2015. We are grateful that you have given us this opportunity to review your concerns. 

Holland America Line understands the disappointment of our guests in missing a planned port of call. Revising an itinerary is a difficult
decision that factors in multiple elements. Unfortunately, situations at times arise which make it necessary to cancel, advance, or postpone a scheduled port
call. The well-being and enjoyment of our guests and crew remains our primary focus on every sailing. In this case, under the circumstances and after
thorough review, the Captain and senior management came to the conclusion that the revisions were required. Permission to make calls at the various ports is
obtained months in advance, and the timing of the entire itinerary must be taken into consideration. Consequently, it is not possible to simply change the
order of the port calls at the last minute. We assure you that decisions regarding itinerary revisions are never made lightly, and we sincerely apologize for any
dissatisfaction.

We are sorry to learn of the circumstances surrounding your decision to disembark early from your cruise. While we are sympathetic to your
situation, we do note that various travel protection policies are available to cover travelers in such situations. Many of our guests purchase such coverage
every time they sail and we are unable to offer a cruise fare refund or credit for a future cruise to those who did not select our cruise protection. If you
acquired travel protection through an outside source we encourage you to follow up with them. Again, we are sorry to disappoint you in this matter but hope
this helps to clarify our policy regarding trip interruption.

Thank you again for contacting our office and bringing your issues to our attention.


Best regards,


***** *******
Special Advisor
Office of the President

 



12/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We travelled on the Eurodam Sep 14-24 2014. Booking ID ******* During our trip we verified our account statement - once mid-trip and once at the end - everything was perfect. Four days after our return we noticed that the final charge on our visa was $60 more than the statement we received on departure. Yet we never received an updated statement to explain the additional charge. The correspondence: Oct 1 - first email to guest relations to inquire as to the additional $60 charge - no response Oct 19 - second email asking for an explanation Oct 24 - response from *********** ***** "Special Advisor, Office of the President" saying that they think we took a yoga mat with us on departure from the ship. Case X-XXXXXXXXXX Oct 25 - I responded back confirming that we did not steal a yoga mat. I itemized where we saw the mats on arrival to our cabin, where we put them during our trip, and the fact we returned them to the same place before we left the cabin on departure. I asked that they please reverse the $60 charge immediately. - no response Nov. 9 - I emailed AGAIN to ask for resolution of the claim and $60 reversal. To date (November 23) - no response. $60 charge has not been reversed on my visa. I am furious that they took such liberties to add an additional charge without sending us a revised statement by mail or email to explain the charge - instead pushing us to take action for clarification/change. And I am even MORE furious that they won't even respond to me at this point.

Desired Settlement: I would like the $60 reversed off my credit card. And an explanation as to why they do not send their guests revised statements when the final charge does not match the statement given to the guest upon departure.

Business Response: Initial Business Response /* (1000, 5, 2014/11/25) */ COPY OF SECOND RESPONSE SENT TO GUEST November 14, 2014 Mrs. ***** ********* RE: Case X-XXXXXXXXXX Booking: ****** Dear **** *********, This is in response to your latest communication regarding your ms Eurodam cruise. We deeply regret your continuing dissatisfaction with your experience, and with our previous response. Once again, we sincerely apologize for the disappointment you encountered on this sailing. We understand that you state you did not remove this item from the ship, and we are very sorry if you were charged in error. Consequently, we will be happy to credit your charge card in the amount of USD $60.00. Again, we sincerely apologize for this oversight, and we thank you for contacting us. Thank you for bringing these items to our attention. We assure 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 experience we know our sailings can offer. Best regards, COPY *********** ***** Special Advisor Office of the President COPY OF FIRST RESPONSE TO GUEST BELOW October 23, 2014 **** ***** ********* RE: Case X-XXXXXXXXXX Booking: ****** Dear **** *********, Thank you for the email regarding your ms Eurodam sailing on September 14, 2014. From time to time a guest may inadvertently pack an item from their stateroom, such as a hair dryer or bath robe, and take it home with them. When this is done, our Housekeeping staff will report the missing item and a replacement fee will be charged to the guest's credit card. Our records indicate this charge is related to a Yoga Mat that was missing from your stateroom. If you inadvertently packed this item and would like to return it to us, we would be happy to reverse this charge. Please ship the item in question to the address listed below, and we will credit your charge card in the amount of $60.00 once we confirm receipt: Holland America Line Attn: Guest Relations *** ******* ****** **** Seattle, WA 98119 However, if this item is not in your possession and you feel you were charged in error, please let us know. Thank you again for contacting our office and bringing your issues to our attention. We assure you that we appreciate your comments, and hope that you will give us another opportunity to create the positive experience we know our sailings can offer. Best regards, COPY *********** ***** Special Advisor Office of the President Initial Consumer Rebuttal /* (3000, 8, 2014/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received an email from *** 24 hours after my BBB claim was accepted. Oddly, the email arrived November 25 but the enclosed letter was BACK-DATED to November 14, 2014. They apologized yet again for the inconvenience, and promised to reverse the $60 charge on my credit card. It is now December 5. I have yet to receive my $60 credit. I therefore must reject the response from ***. At this point I continue to be stunned by the sheer lack of professionalism from this organization. I can't help wondering how many other passengers have endured a similar situation and simply given up. Can you please follow up with them to try to find some way to get my $60 back? Quite honestly I now wish I had requested compensation in addition to my $60 reverse charge. I have lost track of how many hours I have wasted in this process! Thank you! Final Business Response /* (4000, 10, 2014/12/09) */ December 9, 2014 Better Business Bureau Attn: ***** ******** ** *** **** DuPont, WA 98327-1000 Email: **********@thebbb.org RE: Case X-XXXXXXXXXX Booking: ****** Guest Name: ***** ********* BBB Case: XXXXXXXX Dear *****, We appreciate the follow up response regarding *** *********'s concerns on her recent Holland America Line sailing. We regret that due to a clerical error our previous response was sent to *** ********* on Tuesday November 25, 2014 at 7:12 AM PST, yet our email incorrectly stated the date as November 14, 2014. While our reply to *** ********* was sent out before our request to follow up with the Better Business Bureau was received, we do wish to apologize for her further frustration with our resolution process. In reply to *** *********'s latest complaint provided through the Better Business Bureau, we had requested that our refunds department expedite the processing of her refund and are pleased to note that the refund has been processed back to *** *********'s Credit Card as of December 5, 2014. We once again apologize for any additional dismay *** ********* feels and appreciate the opportunity to work with you once more. *****, please let us know if we can assist in any other way. Best regards, *********** ***** Special Advisor Office of the President Final Consumer Response /* (2000, 12, 2014/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I can confirm that I finally received the credit on my visa. Thank you BBB for facilitating this.

12/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom it May Concern, This complaint is in reference to my diamond earrings that were stolen by the housekeeping staff on the ms Volendam cruise ship on the September 4, 2013 sailing - Booking: ****** - Holland America Case # X-XXXXXXXXXX. On September 4, 2013 I sailed on the ms Volendam cruise ship to Alaska. Upon my return to Vancouver I exited the ship and immediately realized that I had forgot my earrings on the bedside table in the room I was staying (I had taken them off the night before). I asked the personnel to provide me an escort to return to the room to retrieve these earrings, although this was refused to me. I was then advised that the earrings were no longer there. Holland America Line has previously stated their position is that they are not responsible for "lost" items. However, these items were not lost, the only conclusion that can be reached based on the facts is that they were stolen by the staff aboard the ship. Additionally, my ability to retrieve the earrings where I had left them was denied to me.

Desired Settlement: I am seeking compensation in the amount $458.08 CAD. I have receipts for my original purchase of these earrings as well as a certificate of purchase which I can email, or upload to the complaint file once received. Thank you kindly in advance for your consideration.

Business Response: Initial Business Response /* (1000, 7, 2014/11/20) */ November 20, 2014 Ms. ****** ****** Email: ************@gmail.com RE: Case X-XXXXXXXXXX Booking: ****** Dear *** ******, This email is in response to the recent communication we received regarding your ms Volendam sailing on September 4, 2013. We are truly sorry to learn that you were disappointed with our previous correspondences. It was certainly not our intention to cause additional frustration. While it is always difficult for us to hear about the disappointments our travelers may encounter on our sailings, the Guest Relations Department was created to listen to our guests' comments, both positive and negative, so that our company may continue to grow with guest satisfaction in mind. Therefore, we regret to learn of your continued disappointment that the ship was unable to locate the diamond earrings you left on board when you disembarked. As we conveyed at that time, thorough searches were performed by onboard staff in an attempt to location your missing property. Unfortunately, we were unable to reunite you with your missing earrings, and we empathize with you regarding your loss. While we understand that you have requested to be compensated for your missing earrings, we must reiterate that per our Cruise Contract, Holland America Line assumes no responsibility for any loss of personal items such as jewelry. These items should not be left lying about the ship or your stateroom, nor should they be left unattended on other vessels. Consequently, we are not in a position to honor your specific request. Once again, we have found that some Homeowners or Travel Insurance policies often include coverage of personal property while traveling away from home. We encourage you to contact your insurance provider to see if they are able to assist you. While we regret that this final response could not be more favorable, we do hope that you will continue to include Holland America Line in your travel plans. Best regards, ****** ******* Special Advisor Office of the President Initial Consumer Rebuttal /* (3000, 9, 2014/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Holland America denied me the ability to return to the ship with an escort and retrieve the earrings where I had left them. One of the staff members stole the earrings. Now the company is hiding behind their pseudo-policy and a contract that I never signed in writing, nor which covers the scope of theft by their staff. Imagine visiting a friends house, saying goodbye, walking outside to the car, then remembering you left something on a table, turning right back around and saying "Oh I left my possession on your table, may I retrieve it?" Then having your friend forcibly deny you entry and tell you that your item simply is no longer there. This company and the staff are absolutely disgraceful. Final Business Response /* (4000, 11, 2014/11/25) */ November 25, 2014 Ms. ****** ****** ** **** *** * ********** ** *** *** Canada Email: ************@gmail.com RE: Case X-XXXXXXXXXX Booking: ****** Dear *** ******, Thank you, once more, for your recent communication regarding your ms Volendam sailing on September 4, 2013. Once again, we deeply regret that you were not satisfied with Holland America Line's response. Staying aware of our guests' wishes and comments is a top priority for our CEO, ***** *****, and for each of us working to provide the best of cruising and onboard service. One more, the Guest Relations Department was established so that we may respond to our guests' concerns and issues on behalf of the company and *** *****. Your disappointment with the ship not being able to locate your missing earrings compounded by the policy which prevents disembarked guests from re-boarding the ship have been taken very seriously and also forwarded to the appropriate management for their information and benefit. Unfortunately, we are not in a position to offer compensation for any items which are left on board. We sincerely apologize that you have been unsatisfied with our responses to your concerns, and we are very sorry that this final response could not be more favorable. We will continue to improve and grow with our guests' satisfaction in mind. Best regards, ****** ******* Special Advisor Office of the President

11/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I cruised with Holland America on the Eurodam starting on 3/16/14. On the morning of the 3/18/14 my husband started to get sick with nausea, vomiting and diarrhea and very painful stomach cramping. We went to the infirmary on board and they told him there was really not much they could do for him except give him anti-diarrhea medicine and told him to drink plenty of fluids and to eat the meal on the room service menu recommended for sea sickness. They told him that he would be quarantined in the room and to call the infirmary back for further instructions the next day. I was not quarantined but did stay in the room with my husband not wanting to spend my honeymoon alone. He called the infirmary the next morning and let them know that he had recently had diarrhea and so they told him that he couldn't leave the room until he went 24 hours without having an episode of diarrhea. We ended up missing a day at sea and our day in Jamaica. Later that night he was able to leave the room. He no longer had diarrhea but was still having severe stomach cramping and a fever and was severely dehydrated. He was still in pain for our excursions in Grand Cayman and Key West but figured that if the infirmary told him there was nothing else they do that there was no reason to go back. After Key West on 3/22/14 my husband was in such severe pain that I forced him to go back to the infirmary. They saw that he was severely dehydrated and put him on IV fluids, ran blood test and gave him antibiotics and medicine for the pain. He finally started to feel better but by this time we were ending our cruise. I thought that it was odd because they didn't think to do any of this the first time we went so that he could actually enjoy the cruise, they waited until he complained a second time and they finally took him seriously. We paid over $500 in medical fees and had follow-up medical expenses when we got home. When we got home we called their customer service line which is only open for a limited time during the day and had very long hold times. It took us about 3 attempts to finally get through to someone. Once we finally got through we filed our complaint and asked that we get a refund for the cruise and our medical expenses because my husband got sick on the ship. They said that they would get back to us with a resolution. They never did, we had to waste more of our time calling them back and following up. They apologized and said that they were waiting on a response from the doctor and that's why they weren't getting back to us. I accepted their apology and asked from that point forward for them to keep us posted and they once again didn't follow through. They finally sent a letter in the mail with their resolution. They offered us each a $250.00 credit towards another cruise. We spent over $3000 for the cruise fare and the medical expenses. The credit they offered wouldn't even cover half of a cruise for the two of us and I don't want to spend anymore money with Holland America and risk having just as bad of an experience. We are thoroughly disgusted with Holland America and how they handled the situation. We want our money back so we can actually have a real honeymoon. We want to put this situation behind us but we haven't been able to because we do not feel like we were treated fairly throughout this ordeal.

Desired Settlement: We would like a full refund of our cruise fare and medical expenses.

Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ October 24, 2014 BBB CASE#: XXXXXXXX Booking: ****** Guests: ***** Dear Better Business Bureau, This in response to *** & *** *****'s communication regarding their ms Eurodam sailing. We deeply regret the ******** continuing displeasure with their experience and their dissatisfaction with our previous response. While we understand that *** & *** ***** have requested a full refund of their cruise fare and medical expenses, we are unfortunately unable to honor their request as the treatment provided was appropriate. As they are aware, we did provide the ****** each with a Future Cruise Credit in the amount of $250.00 per person which will be available to them should they decide to utilize it. Once again, we sincerely apologize for their disappointment and hope that despite this, we may welcome them back on board so that we may have another opportunity to create the positive experience we know our sailings can offer. Kind regards, ***** ***** Special Advisor Office of the President Initial Consumer Rebuttal /* (3000, 7, 2014/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is not acceptable. My husband was not properly treated by your medical team, he should have been given the antibiotics the first time we came to the infirmary. We paid over $3000 for everything and could not enjoy it one bit because my husband got sick on YOUR ship and was not given proper medical treatment so that he could feel better. We never want to cruise with Holland America again. Giving us a credit that isn't enough to pay for an entire cruise is just a ploy to get more money from us. We want a refund and we don't think that this is an unreasonable request. Final Business Response /* (4000, 9, 2014/10/29) */ October 29, 2014 Ms. ******** ***** *** ***** ** ********** FL 33897-3807 BBB # XXXXXXXX RE: Case X-XXXXXXXXXX Booking: ****** Dear Ms. *****, This is in response to your latest communication regarding your ms Eurodam cruise. We deeply regret your continuing dissatisfaction with your experience, and with our previous response. Once again, we sincerely apologize for the disappointment you and *** ***** encountered on this sailing. Once again, please know our Medical Department did a thorough review and investigation of what transpired and we can assure you that a great deal of time and thoughtful consideration was expended before determining the appropriate course of action. Our Medical Director has evaluated *** *****'s physical assessment on board ship, treatment, and the selected medications. It is his belief that the medical care provided was appropriate for the presenting symptoms and our Medical Department fully stands by this. Our Medical Department has determined that treatment was in fact appropriate and unfortunately the full medical charges incurred will stand. Please know, as a gesture of goodwill, our offer of Future Cruise Credits has been extended for one year and will now expire on June 18, 2016. However improbable a future cruise with Holland America Line may seem to you at this time, we wish to reiterate that our offer will be available to you should you decide to utilize it. We are committed to providing the most dependable service possible and we sincerely hope that you will decide to include Holland America Line in your future travel plans. Once again, we thank you for contacting our office. Best regards, ********* ****** Senior Advisor Office of the President

10/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 30,2014 we sailed with Holland America to Alaska in the Neptune Suite. This suite was badly damaged. The damage was extensive: patio door badly scratched-chip out of sink vanity-shower and bathtub tiles had to be regrouted-shower hot water value broken. We had the concierge come to the room. We both took pictures of the door. Then she went into the bathroom taking pictures. She told us this damage had to be fixed-the workmen would be there shortly to fix the door-we could not be there while they were working. **** is in a wheelchair. Workmen were in the suite around four hours fixing the door. When they left, we were told they would be back Sunday around 8am to grout the shower tile and fix the vanity. We left- came back around 11:30am-just finishing up-we were told no water usage for the areas needed to dry. And, HE would be back Monday around 8am to grout the bathtub area. We asked him to do it now and he refused. Monday 8am he came-we left-Return around 1pm-just finishing up-again not to use the water-Tuesday we could take a shower. Tuesday night at 10:30pm **** went to take a shower and NO hot water. The concierge and the plumber came. He stayed until almost midnight and could not fix it. Leaving he said he would be back around 8am to fix it. He came-we left-he fixed it. We had no showers until Wednesday night(4 days) nor did we had the full used of the suite for five days. Late Friday night a letter was put in the mail basket with a $1,000.00 refund for our inconvenience. This was found Saturday morning. We CALLED-they couldn't talk with us because of debarking-Got home week later-talked with Holland America-told them of our dissatisfaction-tried to work with them-they don't feel we were THAT inconvenienced. We had only TWO days(out of seven) without workmen in the suite. We feel we were extremely cooperative. As far as Holland America is concerned, they are done with us. This suite should never been put back in service. They had to have known the damage!!!

Desired Settlement: DesiredSettlementID: Refund We paid $5,367.60 for this trip. We would like to get a full refund.It was not Holland America fault that this suite was damaged but it was also not our fault. They should have told us about this damage. This suite should never have been in service. We asked for another room-told they were all full--this is not what we paid for and it is just not right for Holland America to treat people this way. No, we do not want another cruise with Holland America.

Business Response: Initial Business Response /* (1000, 5, 2014/10/01) */ September 23, 2014 *** and **** *** ******** XXXXX * ***** ** *** *** ******* ** XXXXX-XXXX RE: Case X-XXXXXXXXXX Booking: ****** Case ID: XXXXXXXX Dear *** and **** ********, Thank you for taking the time to fill in your Guest Satisfaction Surveys regarding your ms Westerdam sailing which departed on August 30, 2014. It is disheartening to learn of your disappointment with this recent cruise. Our goal is for all guests to enjoy their time with us and return home looking forward to the next time they sail with us; we are sorry this was not your experience. Your comments regarding the condition of your stateroom, the difficulty with the hot water in the shower, and your disappointment in the service provided on board have been forwarded to appropriate management for information and review. While providing accessible shore excursions for our guests in Alaska places us in compliance with ADA regulations, we do regret your disappointment in the number available. In reviewing the information received from the ship in conjunction with your surveys, we believe the compensation you received on board was fair and equitable. Nonetheless, as an additional gesture of goodwill and our apologies for your dissatisfaction we would like to extend to you Future Cruise Credits in the amount of $500.00 total ($250.00 per person). These 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 credits. While the credits must be applied to a new booking by September 23, 2015, your cruise does not need to depart within this year's time. Although you may choose any stateroom category, this offer is dependent upon availability and cannot be transferred or refunded. These credits may not be used for deposits, taxes, Cancellation Protection, Home City Air, or other optional programs. For your convenience, they are built in association with your Mariner numbers and will automatically be credited toward your cruise fare. We kindly ask that this special offer be verified at time of confirmation to ensure your booking is properly noted. Please be advised that you do have the right to pursue Department of Transportation or Department of Justice action related to your accessibility complaint if you feel we have not resolved your issues appropriately. *** and **** ********, please be assured that we will redouble our efforts to meet our goal of consistent excellence for every guest. We thank you again for taking the time to provide us with your detailed comments, and hope you will give us another opportunity to welcome you on board again in the near future. Kind regards, COPY ***** ***** Special Advisor Office of the President Initial Consumer Rebuttal /* (3000, 7, 2014/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept Holland America response. We feel this problem needs to be resolved by refunding our money. Holland America took our money not something else in place of money. Therefore we do not believe we should have to settle for a cruise instead of money. We paid for this cruise in good faith. We were inconvenienced 5 out of 7 days. That is way over half the cruise. Because I am in a wheelchair and need my rest time, we wanted a large comfortable room. This is why the room was so important to us. This is why we were in the Neptune Suite. Not to have the full use of this room for 5 days did make it difficult. This damage was not Holland America's fault. It was NOT our fault either. We feel we were more than fair with Holland America by asking for only half the price of the cruise refunded. We do not want another cruise. We want our money refunded. We asked to be moved to another room. They said no they didn't have another room. Yet on the Wednesday(the fifth day), we were told they could had made arrangement for us to showered in another room. Did they have another room or not another room??? How would any of them like going without a shower for 4 days??? How would Holland America's CEO like to spend a week vacation in a room that he could not fully enjoy for 5 out of 7 days????Would he like to pay for that room???? We tried to be fair-we only asked for a refund of half the cost-Holland America would not even talk with us about our request. In fact Holland America said we were not that inconvenienced. They also make it appears that we were dissatisfied with the service on board and the shore excursion. That is simply NOT TRUE. In fact we named two young men in the survey for their service to us. As for the shore excursions, we were very happy with it. I simply suggested it would be nice if more excursions could be added for wheelchair accessibility. We can not believe the cruise line that is suppose to be the BEST IN THE BUSINESS is treating us in this way. We truly hope Holland America will reconsider their position and make this RIGHT!!!!!!!!!!!! **** Final Business Response /* (4000, 9, 2014/10/07) */ October 7, 2014 *** *** ******** XXXXX * ***** ** *** *** ******* ** XXXXX-XXXX RE: Case X-XXXXXXXXXX Booking: ****** BBB Case # XXXXXXXX Dear *** ********, We have received your follow-up communication regarding your ms Westerdam cruise. Once again, we are concerned that you remain dissatisfied, both with your cruise experience and with our previous correspondence. Please be assured that we truly value your feedback, and thank you for the time you have taken to provide additional thoughts regarding your recent sailing. We are very sorry that our previous offer to you did not meet your expectations. Please be assured that your concerns were reviewed thoroughly before this offer was made. We take various factors into account when addressing guest concerns and determining an appropriate gesture, such as the nature and severity of the issues encountered as well as the cruise fare paid. Our offer to you was not meant to place a value on your experience, it was simply provided as a gesture of our sincere regret for the difficulties you faced. Once again, we want to extend our sincere apologies for any resulting disappointment. After reviewing your concerns and in lieu of our offer of Future Cruise Credits, we have requested a partial refund in the amount of $749.50 per person ($1499.00 total). Please know this amount and the $1000.00 you received on board represents 70% of the base fare paid for 5 days of your sailing. This is also the maximum compensation allowed by our company policy. This will be posted to your card on file and should be completed within two weeks. Thank you again for giving us this opportunity to address your concerns. We sincerely hope to be given the opportunity to welcome you and **** ******** aboard again very soon. Best regards, ********* ****** Senior Advisor Office of the President Final Consumer Response /* (2000, 11, 2014/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes we will accept this additional amount of $1499.00. Thank you

9/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I was booked on a cruise to Bermuda for May 2015. I had to cancel due to medical reasons. Holland America kept over $500 to cancel the cruise. They would have been out no money seeing the cruise was only booked for a few days and so far in advance. I think that was wrong of them. What a way to kick you when you're down. It was bad enough I had a medical issue and had to cancel...but to rip me off over $500! I will NOT be choosing Holland America in the future.

Desired Settlement: I want my money back.

Business Response: Initial Business Response /* (1000, 5, 2014/09/08) */ Thank you for contacting us via social media regarding your cancelled ms ******* sailing on May 30, 2015. First and foremost, we are sorry to hear that you could not join this sailing as planned. We regret that you needed to cancel your cruise and empathize with you regarding the circumstances that led to this decision. It is always a relief to learn that a cancelling guest had the foresight to protect their cruise investment through the purchase of our Cancellation Protection Plan. Regarding your request that we refund the amount paid for the Cancellation Protection Plan (CPP), please know this is a fixed element of the booking established at time of purchase and is generally not refundable. We offer this important protection to our guests at a low rate to help them avoid financial loss in case of an unexpected cancellation or trip interruption. However, because your booking was cancelled outside of other cancellation fees, we would be happy to refund the CPP cost to you as a one-time exception. This will be refunded to the credit card on file and should be complete within 2-3 weeks. Thank you for choosing Holland America Line. We hope to have another opportunity to welcome you on board in the near future. Best regards, ****** ******* Special Advisor Office of the President Initial Consumer Rebuttal /* (2000, 7, 2014/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very happy with the response from Holland America. I didn't expect a refund so I was really pleased to see that they are refunding the money. They handled this very professionally and seemed to really care how I felt. They went above and beyond to resolve this and I would not hesitate to use Holland America in the future or recommend them to someone else.I have deleted my post from Facebook. Thank you.

8/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Wi-if service unacceptable. Charged for service that was almost completely unavailable.Voyage EUXXXXXX Eurodam 8/15-8/27/2014Stateroom 6060VISA Transaction numbers:XXXXXXXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund Remove charges from bill. Refund to credit card. Ending in ****

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ August 28, 2014 *** **** ********* ** *** **** ***** ** XXXXX-XXXX RE: Case X-XXXXXXXXXX Booking: ****** BBB Case # XXXXXXXX Dear *** *********, We received your complaint from the Better Business Bureau regarding your ms Eurodam sailing departing August 15, 2014. 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 sorry to learn of your disappointment with the Internet services on board. We endeavor to detail this shipboard feature in our literature, online, and on board, so that guests may choose whether or not to agree to the terms and conditions. The Internet is accessible from workstations at the Explorations Café, or from a personal laptop that can access "hot spots" found throughout the ship. Electronic communications connect through a satellite-based system, and reception and transmission may be slow or intermittent due to various factors, including available bandwidth, ship location, local interference, weather conditions, surrounding terrain, and satellite availability. There are related tariffs and charges for onboard Internet service, and packages are available. We have made significant commitments to improving onboard Internet service and now provide bandwidth comparable to our competitors on a per-guest basis. However, we continue to focus on additional technologies that will lead to increased bandwidth access and even better service. We truly regret your dissatisfaction with this aspect of your cruise experience, and we thank you for bringing your concerns to our attention. In addition, as you purchased 2 Internet Packages, if the first one for $175.00 was not working you could have requested a refund for $100.00 for the 2nd one while you were on board. We are quite sure this could have been easily resolved during your sailing. Nevertheless, we have requested a refund in the amount of $275.00 to be posted to the card on file and should be completed within two weeks. Thank you once more for contacting our office and bringing your issues to our attention. Mariners like you and ******* are the core of our business and the reason we continue sailing, and we hope we will have another opportunity to welcome you on board in the very near future. Best regards, ********* ****** Senior Advisor Office of the President Initial Consumer Rebuttal /* (2000, 7, 2014/08/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I am a recent college graduate who booked a cruise trip with Holland America Line. Here are several issues regarding the service I booked. First of all, I think the cancellation policy is misleading when advertised on the website. Based on the information and wording on Holland America's website, I gained the understanding that the cancellation policy is for the people who are not sure if they will be able to make it to the trip or are uncertain about their interests in the trip. This understanding directly came from the description the company gives in the advertisement on the website. As for my situation, I was positive that I would like to join the cruise and will be able to make it. I also booked connection flights and hotels for the nights before and after the cruise near the harbor. I was not thinking that I would need the cancellation policy because I was very certain about the trip. I really tried to make thorough plans for this trip. Secondly, after the trip is booked; the company provided insufficient and wrong information for obtaining Canadian visa to get on the trip. They provide minimum information when realized that I am a minority and keeps repeating their disclaimer and they do not have the responsibility to provide information or help. I have called over dozen times about it and still obtained the wrong information. At the very beginning, I was told that I only need passport and address information. I was still not sure so I called the company to confirm. I was directed to the visa webpage that your company have on the website. I couldn't get any clear information from there. Thus I called in the customer help again. One of the agents told me to get on a visa website that the company cooperate with and said they would take care of the issue. She couldn't comment. So I went on that website. After I followed the instructions on that site, it says that they can't provide me with visa assistance as opposed to what the agent told me. I would have to call the Canadian Consulate myself after another phone call with the company. I called the number they provided. It was a voice message from the Canadian Consulate which says they cannot answer any questions regarding visas and they can only assist with Canadian citizens regarding their passport issues. So I called the company for help again because I didn't know what to do. Then I was given a number of Canadian Official Travel Assistance Agent. I called that number and the first officer there don't even speak good English. I did not understand his Frenchy English and called back. Then, a lady told me that since I were to be in Canada for less than 48 hours I can apply for a transit visa online. So I went online again, and on the Canadian Consulate website, I couldn't find information about this type of visa. So I called again and was told that I can obtain that visa in Buffalo New York at their Consulate. I went to Buffalo to on my own cost. The worst thing is, when we get there, we found out their office was closed just at the end of last year!!! I contacted the Official Agent again and was given a number of the New York State General Consulate in New York City. I called again and was again told by a voice message that they cannot comment on visa or immigration questions. I thought since I am already in New York state, I will just to to NYC's Consulate Office and find out what is the matter. It was a Monday when I got there. I saw people sitting on the floor in front of the door of the visa center. I am not sure if I need to do the same thing. I was told by the Official Agent that Transit visa is different from Temporary Visa. So I asked the guard there and he told me I can only get Temporary Visa for Transit purpose and the office only opens on Wednesday mornings. He told me to file an application online first. I didn't what I was told and went to the office on Wednesday again. Please also keep in mind that, I paid all the hotels, travelling fees including communication fees at my own expenses. Also, in the meantime I was doing all that, I have been keeping Holland America updated with my progress and asking for their advice. I was recommended and considering moving my trip to a later date or different destination if I weren't able to get my visa eventually. Several of the agents confirmed this option with me after talking to their supervisors. So I was at the consulate again on Wednesday. The even worst part is that they can't locate my application from online. In that case, I was not able to get the transit visa in time. They directed my case to the tech department to location my application and ask me to wait and maybe go back on Friday. However, they never called me back. Then I talked to your company again, I was told then that I probably would want to move the trip to another date. I agreed and the lady asked me to call her back when I have in mind which destiny I would like to go instead of Alaska. I did some research and decided would like to go to Bermuda instead in 2015. So I called Holland America again to try to tell them my plan. I was then told that the substitute trip should take off within 75 days or something of the original departure date. Apparently all the trips that take off within 75 days passes Canada! Thirdly, the company is very poor at responding after an issue has occurred. I called and emailed the customer relations multiple times by only got replied once by email. The information in reply email is irrelevant to my case. I am even wondering if they just send the same reply email to a lot of customers who have issues. I have friends who are not minority that went on trips with Holland America. According to them the courtesy from the company and service are definitely at a different level. I cannot say anything about this because this isn't anything tangible that one can receive.

Desired Settlement: I personally paid everything including commuting flight tickets, hotels rooms, transportation from Pennsylvania (where I live) to Seattle, Buffalo and NYC and including all the communication fees because I really was hoping that I can resolve the situation. Now I am seeking for a full refund for the $1849.42; in addition, the reimbursement of half of the extra expenses that occurred $400 due to the issue.

Business Response: Initial Business Response /* (1000, 5, 2014/06/20) */ Our initial response to this guest was sent on May 23, 2014 and is as follows: Thank you for the phone call regarding your cancelled ms Westerdam sailing on May 17, 2014. First and foremost, we are sorry to hear that you could not join this sailing as planned due to lack of proper visa 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. As stated in our brochures and online under Essential Documentation, you are responsible for gaining and adhering to requirements concerning passports and their period of validity, and for securing any necessary visas and immunizations. Because Holland America Line is neither a governmental agency nor able to publish all up-to-date identification or immigration data related to each traveler's specific situation, the information given is strictly advisory and is subject to change. We consistently recommend verifying all passport, visa, and immunization details with official organizations prior to sailing. Again, we sincerely regret the difficulty you experienced. 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, we empathize with you regarding your cancellation, and wish that our response could be more positive. We truly regret any negative impressions our cancellation policy may leave, and we do hope to be given another opportunity to serve you under happier circumstances. The rebuttal response being sent on June 20, 2014 is as follows: This is in response to your latest communication regarding your cancelled ms Westerdam cruise. We deeply regret your continuing dissatisfaction with our previous response. Once again, we sincerely apologize for the disappointment and frustration regarding our cancellation policy. First and foremost, congratulations on your recent college graduation. As stated in our previous response to you, our cancellation policy is clearly noted in all of our literature and the cancellation structure is noted on your booking confirmation. We regret that you understood cancellation protection to mean: "in case you may decide to cancel". Just like with any other type of insurance; cancellation protection is meant to protect your travel investment if for any reason, you must cancel. As in the case of having insurance for your car; you don't expect to be in an accident, but insurance is there to help recover expenses if you are. We encourage all of our guests to have coverage in the event the unexpected happens. In addition, as previously stated, it is not the responsibility of a Holland America reservations agent to provide all up to date information on passport and visa requirements. Our agents provide the avenues to obtain the information but since we deal with thousands of passengers on a daily basis, traveling in and out of foreign ports, we expect those individual guests to be accountable for obtaining the proper documentation. Once again, we are not in a position to offer a refund or credit for a matter that is clearly noted to all of our guests equally, However, 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. We would like to extend to you a special stateroom upgrade, subject to availability, on a future sailing of 10 days or less with Holland America Line. This special upgrade offer is valid for 3 years from the date of this communication, and can be combined with any other applicable discounts, including upgrade promotions. Since stateroom accommodations vary by ship, the specific upgrade offered is dependent upon the class of ship booked, and will be determined by the Guest Relations Department. Upon confirmation of your next Holland America Line cruise, please call X-XXX-XXX-XXXX or forward this original letter to the Guest Relations Department and we will make every effort to provide you with the best possible upgrade. We have also passed along a copy of this response to the Better Business Bureau complaint that you have filed against us. We assure you that we appreciate your feedback on how we may continue to improve, and hope you will sail with Holland America in the near future. We do regret that *** ** has misunderstood what travel protection is for and that our cancellation structure is clearly noted on her booking confirmation. We also apologize that she did not meet her own Visa requirements. Initial Consumer Rebuttal /* (3000, 7, 2014/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the reply. I respectfully do not agree with your response. I would like to make it clear that I agreed to cancel this trip based on the understanding that my trip can and will be moved to a later date and different destination. I have talked to at least three different agents about moving the trip. All of them told me that after talking to their supervisor, my trip can be moved to a future time and different destination. None of them mentioned a word about the effective time of the alternative trip. It is not until I decided to cancel the trip and change to a future time and different destination that your company changed your sayings. I was never told that the alternative trip should take off certain days within the initial take off date until I started to seek a full refund. It is not only that my misunderstanding for the cancellation that cause today's situation. You guys are leaving behind important information and terms and trying to mislead the customers so that you can avoid providing services for them after you took the money. After I am told the wrong information and led down to the wrong path, you guys made it as if it's not your responsibility at all. This is absolutely wrong. I would like to insist to have my full payment to be refunded because I am misled when purchasing the service and after the purchase. I would change my decision on this trip if I wasn't misguided.

6/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: LOCAL TIME: *** pm LOCATION: ** *** ** *** ****** CRUISE: ****** ** ****** (7 DAY) 6/12/14 To Whom It May Concern: We decided to go to dinner at the Rotterdam tonight. The food and service had been excellent the entire week. When arriving at the lower level of the Rotterdam, the host greeted us. The host's name was ********** Our group consisted of 3 people: my wife, my wife's best friend, and me. My wife's best friend was wearing basically a suit without a coat or a tie. ********* told us that his outfit was barely allowable. My wife was wearing a cheap sweater, a leather skirt, and some sandals. Overall, her outfit looked "casual" and not "formal" like the dress code implied. ********* said that her dress code was perfectly fine. I was wearing a black short-sleeved polo shirt, a pair of jeans, and some sandals. I understand that my outfit was not in accordance with the night's dress code, but what I don't understand is why ********* was ok with my wife's casual dress code and not my own. He told me that I had to go upstairs to change. I know it is his job to enforce the dress code, but he came across as very rude when delivering the message. He used rather stern facial expression and gestures rather than polite ones. ********* did not even apologize for the inconvenience. He just told me that my dress code was not okay with him and that he was already being lenient. Up till this point in the cruise, Holland America has more than exceeded our service expectations. Everyone on the ship has been so polite, respectful, and accommodating. We are very surprised that someone with such harsh mannerisms is employed by Holland America. ********* is the only rude crewmember that we have encountered during this great cruise. Someone needs to do something about him because he is really ruining the reputation of Holland America Line. I feel bad for writing this letter, but I feel it is important to help Holland America Line be the best business that it can be. Thank you for taking the time to read this lengthy letter. Sincerely, ***** *******

Desired Settlement: 1. A check for $10 for very poor service 2. A letter of apology written by ********* that is signed by the President of Holland America Line and ********* addressed to our home address: XX-XXXX ******* ****** *** ****** ** XXXXX

Business Response: Initial Business Response /* (1000, 5, 2014/06/16) */ June 16, 2014 *** ***** ******* XX-XXXX ******* ** *** ****** ** XXXXX-XXXX RE: Case X-XXXXXXXXXX Booking: ****** Dear *** *******, Thank you for the email regarding your ms Veendam sailing departing June 7, 2014. It was upsetting to learn that you experienced a difficult interaction with a member of the dining room staff on board. Our primary staff focus is courteous, respectful, efficient service at all times. Guests are the heart of our business, and we sincerely apologize that your encounter was contrary to our goal of consistent excellence. We deeply regret that your overall enjoyment of the voyage was clouded by this situation. Please know that your comments will be provided to the appropriate management for their information and review. Once again, you have our heartfelt apologies. In your complaint, you requested a $10.00 check and a letter from the dining room staff member. While we are unable to accommodate these requests, we can offer you a $50 Onboard Credit in an effort to show our concern for your experience. While the credit must be applied to a new booking by June 16, 2016, your cruise does not need to depart within this timeframe. This credit is built in association with your Mariner number and will automatically be applied to your onboard account upon booking your next Holland America Line cruise. We encourage you or your travel professional to verify this special offer at time of confirmation to ensure your booking is properly noted. *** *******, thank you once more for contacting our office and bringing your issues to our attention. Mariners like you are the core of our business and the reason we continue sailing, and we hope we will have another opportunity to welcome you on board in the very near future. Best regards, ****** ***** Special Advisor Office of the President Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not feel that we should have to spend more money in order to receive accommodations for poor service.

5/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Booked and fully paid cruise from Ft Lauderdale to Rio (return) from 07 Feb 2014 to 28 March XXXXX. I, ******** became ill and was hospitalized. There after, I underwent six weeks of therapy. No way could we travel. Medical note was sent to company. All that was promised was "best possible effort for an upgrade on a future cruise." I would either want my money back (preferably) or want a definite answer to an upgrade as I would like to visit South America. Any help you could give would be deeply appreciated. THANK YOU!!

Desired Settlement: Settlement sought...(1) Either full refund or (2)a definite upgrade on next trip to South America.

Business Response: Initial Business Response /* (1000, 5, 2014/05/05) */ May 5, 2014 Better Business Bureau On behalf of: *** ******* ******** ****** ****** ** RE: Case X-XXXXXXXXXX Booking: ****** **** *** ********, We have received your complaint to the Better Business Bureau regarding your cancelled ms Maasdam cruise. Once again, we are sorry that you had to cancel this cruise and found yourself in this position without adequate cancellation protection. Although we regret the circumstances of your cancellation, we are unfortunately not able to offer you a credit or refund as per our cruise contract. Once again, we highly recommend travel protection to all of our guests to protect their vacation investment. While we are sorry to disappoint you, as stated in our previous correspondence, as a gesture of goodwill we would like to provide you with a special upgrade on a future sailing with us to help make up for some of the monies lost. This offer is subject to availability and excludes suite accommodations, and is combinable with other applicable discounts and upgrade offers. Upon confirmation of your next Holland America Line cruise, please forward this original letter to the Guest Relations Department and we will make every effort to provide you with the best possible upgrade. We are not in a position to guarantee any sort of upgrade as this offer of goodwill is based on space availability and is being given solely as a kind gesture. While we regret that this final response could not be more favorable, we do hope that you will continue to include Holland America Line in your travel plans. Best regards, ******* ******* Special Advisor Office of the President Initial Consumer Rebuttal /* (2000, 7, 2014/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) The cruise line is sticking to the same response and not budging. I will see if the cruise line will provide an upgrade. If it fail then I will re-open my complaint. Thank you.

4/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: WE PAID $7474.84 FOR cruiseMDXRCD OIN JANUARY 5,-FEWB 2,2014 FOR AN INTERIOR ROOM with******* travel handling our reservation the price decreased several hundred dollars just prior to the departure date and we asked them to call Holland America for a refund . All HA offered ****** for us was a 4 category room upgrade which we accepted in lieu of a price reduction refund. The room 1083 was plagued with thunderous noise outbursts day and night causing us no restfull sleep and a Migraine medicine replacement cost of $800.We requested a 50% cruise cost return to no avail due to our 12 hrs a day in our room for 26 days.The $800 was credited to our acct and $250 each for a future cruise credit . We will be forced to sue for $3737.42 less the $500 in future cruise credits given if $3237.42 is not credited to our CC or given out in future cruise credits to us. On board guest relationds manager confirmed we had a very good case to persue. Holland America will also be responsible for the loss of enjoyment these iphone recorded thunderous noises under our bed floor as well nas pain and suffering my wife endured caused from the violent crew heard noise. Lesser request from us in a second onboard letter went un replied to so now our final offer reverts to our above initial onboard letter of a 50% refund.No human being should ever be offered a 4 category upgrade which caused so much recoverable 28 day pain and suffering to guests.

Desired Settlement: see above

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ response 1: February 11, 2014 *************************************************************** RE: Case X-XXXXXXXXXX Booking: MDXRCD Dear ***********, Thank you for the email regarding your ms Oosterdam sailing departing January 5, 2014. We truly appreciate your feedback; knowing your personal experience is important to us and we deeply regret the disappointment and frustration you encountered. You have expressed concern regarding promotional fares that were offered for your sailing and we would like to explain how these price differences occur. Given the high, fixed cost of operation, we price our product according to near 100% occupancy. This allows us to keep our published fares as low as possible, which makes them an attractive vacation alternative. We offer an outstanding product at an extremely competitive price. However, some sailings, for a variety of reasons, fail to achieve full capacity. When this occurs, Holland America Line, as well as other cruise lines, offers special promotional fares. These fares may vary due to several factors, such as stateroom category or the guest's state of residence, as well as whether or not the agency used to book the cruise has a special group rate. There are also situations where a specific travel agency may offer their own discount in addition to that offered by Holland America Line. Regrettably, we cannot make these special offers retroactive to all bookings. The offers apply only to unsold space, as these promotions are merely an attempt to fill the ship. We can assure you that the best discount available at the time of reservation was provided. However, our Reservations Department did give you an upgrade as an exception when your rates dropped. Again, we are sincerely sorry for your dissatisfaction, and we hope that this information will be helpful in future trip planning. We were very sorry that you were displeased with your stateroom on board as a result of noise. The concerns that you have expressed are not particularly common on our vessels; however, we empathize and understand the resulting discomfort. We encourage our guests to discuss such issues with the Front Office staff on board, and we regret if they were unable to provide a suitable solution. Again, we sincerely apologize for your dissatisfaction in this matter. As compensation for the difficulties you experienced, you have asked for a 50% refund of your cruise and air fares. As I am 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, films and stage shows, as well as a host of other shipboard amenities and services. As 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. In addition to the $800.00 onboard credit already received, we would like to extend Future Cruise Credits to you in the amount of $500.00 total ($250.00 per person). These 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 credits. While the credits must be applied to a new booking by February 28, 2015 your cruise does not need to depart within this year's time. Although you may choose any stateroom category, this offer is dependent upon availability and cannot be transferred or refunded. These credits may not be used as for deposits, taxes, Cancellation Protection, Home City Air, or other optional programs. For your convenience, they are built in association with your Mariner numbers and will automatically be credited toward your cruise fare. We kindly ask that this special offer be verified at time of confirmation to ensure your booking is properly noted. As an additional expression of our concern, we would like to extend to you a stateroom upgrade from starting Interior to starting Ocean View, subject to availability and excluding Suites and Verandah categories, on a future sailing of 28 days or less with Holland America Line. This special upgrade offer is valid for 3 years from the date of this communication, and can be combined with any other applicable discounts, including upgrade promotions. Upon confirmation of your next Holland America Line cruise, please forward this original letter to the Guest Relations Department or call us at X-XXX-XXX-XXXX and we will make every effort to provide you with the best possible upgrade. Thank you once more for contacting our office and bringing your issues to our attention. Mariners like you are the core of our business and the reason we continue sailing, and we hope we will have another opportunity to welcome you on board in the very near future. Best regards, **************** Special Advisor Office of the President Response 2: March 12, 2014 ********************************************************************** RE: Case X-XXXXXXXXXX Booking: MDXRCD Dear ******************* This is in response to your latest communication regarding your ms Oosterdam cruise. We deeply regret your continuing dissatisfaction with your experience, and with our previous response. Once again, we sincerely apologize for the disappointment you encountered on this sailing. It is always of concern when a guest has a less than satisfactory experience, and we will endeavor to incorporate your feedback into our planning and procedures. However, after thoroughly reviewing your issues, we are not in a position to alter the gestures that were previously offered and must respectfully decline your request for Future Cruise Credits in the amount of $1,000.00 per person (with no expiration date). We are committed to guest satisfaction, and we truly hope that our decision in this matter will not cloud your impression of Holland America Line. Thank you for bringing these items to our attention. We assure 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 experience we know our sailings can offer. Best regards, *********** Special Advisor Office of the President

11/26/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Paid for a cruise and added transfer from airport to ship. Had to cancel the cruise due to back surgery and paid 50% penalty $1499 -- which was okay per the agreement. HA charged an additional 50% on the $79 transfer from the airport to the cruise terminal, which I do not believe was part of the contract. Received a letter from ********* ******* Senior Adviser, Office of the President saying the transfer was part of the base fare.....which I challenge. It is an add on.

Desired Settlement: Clarification 'in writing" that transfers are part of the base fare of a cruise contract to verify their assessment of an additional fee of $39 fee is valid and provide the specific contract language that enables their arbitrary right.

Business Response: Initial Business Response /* (1000, 5, 2013/11/14) */ November 14, 2013 *** ******** ***** *** *********** ****** ** Satellite Beach, FL 32937-4713 BBB Case # XXXXXXXX RE: Case X-XXXXXXXXXX Booking: ****** Dear *** *****, This is in response to your most recent communication regarding your cancelled ms Rotterdam cruise. We deeply regret your continuing displeasure. It truly concerns us that your experience with us, and our previous correspondence, were not wholly satisfactory. We are very sorry for your dissatisfaction with our cancellation policy. Although your situation is extremely 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 these plans. Please know that when a guest cancels within the cancellation phase, cancellation fees pertain to all funds on the booking except government taxes and fees which are always refunded. Therefore, while we truly regret the circumstances involved in your cancellation, we are not in the position to offer a refund or credit toward another cruise. We hope that you may understand the basis for our decision, and we sincerely wish we did not have to disappoint you in this matter. Thank you for bringing these items to our attention. We assure 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 experience we know our sailings can offer. Best regards, ********* ****** Senior Advisor Office of the President Final Consumer Response /* (4200, 11, 2013/11/25) */ Response received. Not accepted but after reading the very fine print they appear to have a basis to levy a 50 pct penalty on a bus transfer. Will let everyone know HA punishes people who plan ahead and will never use their services again.....for a $39 penalty that really added no cost. ** ***** Final Business Response /* (4000, 9, 2013/11/19) */ November 19, 2013 *** ******** ***** *** *********** ****** ** Satellite Beach, FL 32937-4713 BBB Case # XXXXXXXX RE: Case X-XXXXXXXXXX Booking: ****** Dear *** *****, We have received your follow-up communication regarding your cancelled ms Rotterdam cruise. Once again, we are concerned that you remain dissatisfied, both with our previous correspondence. Once again, we deeply regret that you were not satisfied with Holland America Line's response. Staying aware of our guests' wishes and comments is a top priority for our CEO, ***** *****, and for each of us working to provide the best of cruising and onboard service. The Guest Relations Department was established so that we may respond to our guests' concerns and issues on behalf of the company and *** *****. We sincerely apologize that you have been unsatisfied with our responses to your concerns, and we are sorry that this final response could not be more favorable. We will continue to improve and grow with our guests' satisfaction in mind. Thank you again for giving us this opportunity to address your concerns. We certainly hope that if you choose not to cruise with us in the future, that no matter what cruise line you choose to sail, you experience safe and enjoyable vacations at sea. Thank you again for taking the time to provide us with your valuable comments. Best regards, ********* ****** Senior Advisor Office of the President

11/19/2013 Problems with Product/Service | Read Complaint Details
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Complaint: At the end of May, my husband and I sailed on the ms Amsterdam with Holland America. We started the trip that week with a $320 promo credit to our account. Once on the trip, we asked at the guest services desk if we needed to use up the $320 all during the trip, or what would happen if there was a leftover amount at the end. The guest services rep told us that if any amount was leftover at the end of the trip, it would be refunded to our credit card. The last morning before we departed the ship, we had $97.00 remaining on our account and decided to purchase a book for $14.99, then leave the remaining amount to be refunded to us. After purchasing the book, we stopped by the guest services desk to ask about the status of our account. The guest services rep said that $97.00 had already been refunded to our credit card, so the $14.99 would just be charged separately. The next month when our credit card statement came, the $14.99 charge was on the card, but the $97.00 credit was missing. I called Holland America guest relations to ask about it and left a phone message for them to call me back within 24 hours. I never received a call back. Therefore I emailed Holland America guest relations on June 25th to inquire about our credit. The only response I received was an auto-response message that I would hear back from Holland America soon. On July 25th, I had not yet heard back from Holland America guest relations, so I sent another email inquiring about the credit. I again never received an email other than the auto-response. I called Holland America guest relations again 2.5 weeks later and left another voicemail message. On August 14th, **** ******* from guest relations called me back. After looking through the details of our account, she told me that because we had a promotional credit, it was non-refundable and therefore any balance was forfeited at the end of the trip. After discussing it with her further, she said that she would credit back our $14.99 charge for the book and then offer us $100 credit toward a future cruise. I was not satisfied with this outcome, since we were clearly told more than once during our cruise that the amount left on the account would be refunded to our credit card. A few days letter we received a letter from Holland America stating the details of the future onboard credit and that it would expire on August 13, 2015. Although we appreciate that Holland America is making some effort to help us in this way, we don't have plans for a cruise again that soon in the future. We would like to ask that Holland America follow through with the promise that was given to us more than once on board the ship, by refunding the full $97.00. Our booking number was *******

Desired Settlement: A full refund of $97.00, rather than just $14.99.

Business Response: Initial Business Response /* (1000, 24, 2013/09/25) */ September 25, 2013 **** ********* **** **** ***** ** Davenport, IA 52806-4317 RE: Case X-XXXXXXXXXX Booking: ****** Dear **** ****, Thank you for the phone call regarding your ms Amsterdam sailing departing May 24, 2013. 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 truly regret any misinformation provided regarding the use of promotional credit, and are unable to offer any monetary refund for promotional credit not used. However, we are able to provide a refund for $14.99 for the purchase of the Towel Book. This refund will be posted to the card on file ending in ***** and should be complete in approximately 2 weeks. As a gesture of goodwill, we would like to offer you Onboard Credit in the amount of $100.00 total, in an effort to show our concern over this matter. This credit will be built in association with your Mariner number, and will expire on August 13, 2015. The credit will automatically be applied to your onboard account upon booking your next Holland America Line cruise. We kindly ask that you or your travel professional verify this special offer at time of confirmation to ensure that your booking is properly noted. For your convenience, please find included here a copy of your Onboard Account assessed on your recent sailing. Thank you again for contacting our office and bringing your issues to our attention. We assure you that we appreciate your comments, and hope that you will give us another opportunity to create the positive experience we know our sailings can offer. Best regards, **** ******* Special Advisor Office of the President Final Consumer Response /* (3000, 33, 2013/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. However, this one year extension of the onboard credit is not feasible for our family at this time nor is it acceptable. We have asked for an onboard credit of $100 with no expiration date or a check for $100. This money belongs to us and we either want it back in a check or with no expiration on the onboard credit to use at our leisure. These are the only acceptable solutions. Thank you, ****** and ********* **** Final Business Response /* (1000, 31, 2013/10/22) */ **** ********* **** **** ***** ** Davenport, IA 52806-4317 RE: Case X-XXXXXXXXXX Booking: ****** Dear **** ****, This correspondence is regarding your ms Amsterdam sailing departing May 24, 2013. As per your request sent to the Better Business Bureau, as a one-time exception, we would be happy to extend the expiration date for your Onboard Credit previously offered for $100.00, to August 13, 2016. Again, 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 experience. Beyond 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, **** ******* Special Advisor Office of the President

11/12/2013 Problems with Product/Service | Read Complaint Details
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Complaint: RE: ******* We have contacted Holland American regarding a trip we purchased through them and have not received satisfactory results. We had no air conditioning on our trip to the Panama along with many other customers who were on the back end of the Zuierdam during 10/18 to 10/28. We also had a broken lounge chair and television that took 3 days to replace and mold around our tub. They offered us a $600 voucher to use during the next year. We would like the price of the difference between an inside cabin (that had air) and our outside cabin (with a deck) that did not. We had a fan. We did not pay for a Cadillac to receive a Ford.

Desired Settlement: $1225 the difference between a cabin on the inside with air and our cabin with a deck on the outside without air.

Business Response: Initial Business Response /* (1000, 6, 2013/11/04) */ This is an additional response sent to guest. We would have been more than happy to address this guests rebuttal but have not heard directly from them. Thank you. November 4, 2013 *** ***** **** XXXXX ******** ** Farmington Hills, MI 48334-4623 Email: ******@oaklandcc.edu CC: BBB: **********@bbb-email.org RE: Case X-XXXXXXXXXX Booking: ****** Dear *** ****, This is in response to your most recent communication regarding your ms Zuiderdam cruise. We deeply regret your continuing displeasure. It truly concerns us that your experience with us, and our previous correspondence, were not wholly satisfactory. Once again, we sincerely apologize for the disappointments and inconveniences you encountered on this sailing. 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 procedures. 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. As compensation for the difficulties you experienced, you have asked for a credit equal to the difference in the amount of an inside stateroom to an outside stateroom. As I am 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, films and stage shows, as well as a host of other shipboard amenities and services. Therefore, 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. However, in reviewing your concerns and as an additional gesture of our sincere apologies, we would like to extend Future Cruise Credits to you in the amount of $300.00 USD total ($150.00 USD per person) in an effort to show our concern for your experience. These amounts combined equal 25% of the base fare paid for this sailing. The value of these credits may be applied to the cruise fare only of a new cruise or cruisetour reservation with Holland America Line, and they are combinable with any other applicable credit. While the credits are valid for one year, please note that they need only to be applied to the new booking by November 4, 2014; your cruise does not need to depart within this year's time. Although you may choose any stateroom category, this offer is dependent upon space availability and cannot be transferred, refunded, or used as a deposit. These credits may not be used for onboard expenses, pre- and post-cruise packages, shore excursions, taxes, Hotel Service Charges, Cancellation Protection Plans, Home City Air, or other optional programs or services. For your convenience, these credits are built in association with your Mariner numbers, so they will automatically be credited toward your cruise fare. We kindly ask that you or your travel professional verify this special offer at time of confirmation to ensure that your booking is properly noted. Thank you for bringing these items to our attention. We assure 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 experience we know our sailings can offer. Best regards, ******* ******* Special Advisor Office of the President Final Consumer Response /* (2000, 21, 2013/11/12) */ We will accept your offer of $900 total on a future cruise credit, booking no later than November 5, 2015, 2-category stateroom upgradeand 20 days or fewer. Please respond letting us know this is your final offer. Thank you **** and ***** PS Let's hope the future cruise is better. Final Business Response /* (4000, 18, 2013/11/11) */ November 11, 2013 *** *********** **** XXXXX ******** ** Farmington Hills, MI 48334-4623 BBB #XXXXXXXX RE: Case X-XXXXXXXXXX Booking: ****** Dear ***** **** ****, We received your most recent communication sent November 8, 2013. We acknowledge your feedback and we truly appreciate that you have taken the time to clarify your thoughts and experience for us. Comments are important to us and are definitely considered in the ongoing evaluation of our service. Because we take your input very seriously, we have made all appropriate senior management aware for their information and benefit. However improbable a future cruise with Holland America Line may seem to you at this time, we wish to reiterate that your Future Cruise Credit in the amount of $900 total and a two-category stateroom upgrade, subject to availability, will be available to you should you decide to utilize them. We will, however, extend our offer of an upgrade to be available for a sailing of 20 days or fewer per your request. Once more, we thank you for contacting us and we do hope you give us the opportunity to serve you in the future. Best regards, ********* ****** Senior Advisor Office of the President

9/19/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I was a passenger on the 12 night Mediterranean Cruise departing from Venice into Barcelona on the Ms Niew Amsterdam from July 14 until the 26th. My family had eagerly anticipated this voyage. I shared a cabin with my 8 year old daughter while my parents stayed in the cabin next door. My daughter turned 8 in May and her biggest dream was to travel to Europe. My father is succesfully battling cancer at 71 and we wanted to celebrate both of them. We were having a very nice family vacation until one morning when we visited the Medical Center on board. My Mom was physically assaulted and humiliated by one of the Medical Officers by the name of *************. The worse part of this for us is that she did this in front of my daughter. My child is traumatized and is now even having concerns about her own safety as she is getting ready to attend a new school this Fall. She saw a stranger attack her Grandma and then saw no consequences being imposed on the perpetrator. I need my child to know that nobody has the right to treat anybody in such a way and then gets to continue on as if nothing happened. I am shocked and angered that Holland America can hire employees that obviously have anger issues and allow them to deal with your customers. *** ****** shoved and verbally threatened by Mother because we had asked the Doctor on board for help with our insurance forms. *** ****** attacked my Mother as I was a patient. She was taking my blood pressure at the time of the attack with my daughter sitting next to me. I immediately took the band off and stated that I did not want her to touch me. I walked over to another lady who was the Supervisor and informed her of what had just happened. She told me that *** ****** must be having a bad day. I could not believe her response. Were we supposed to fear for our well being and safety on board not knowing which other employee was having a bad day and how and when they would take it out on one of us passengers? The Supervisor of the Medical Center also offered to finish my medical care so that I would not have to deal with *** ******* Once we left the Medical Center, we headed straight to the customer service center and reported the incident. We asked to speak to the Hotel Director. A very courteous gentleman took the report and offered to schedule a meeting for us. That evening *** ****** had apparently phoned my Mom's cabin to apologize for the "misunderstanding". I am not sure how physical assault is construed as a misunderstanding. My Mom and I also received a voice message from the Supervisor at the Medical Center letting us know that the incident had been reported to corporate, per our request. A day later we received confirmation for our meeting with the Hotel Director. My Mom and I met with *** ****** ***** and *** **** ******* We recreated the events for them step by step. Then they brought in *** ****** and her supervisor. *** ****** denied ever touching my Mom and only admitted to maybe being out of tone. None of the employees of Holland America offered us any kind of compensation or assistance for ruining our vacation and for the damage done to my Mother and daughter. I e-mailed Guest Services on August 15th to request a refund. I never heard from them until this morning after I had to request a case status on their facebook page. They are offering us an upgrade on a future cruise after I stated clearly that we will never ever travel with Holland America again.

Desired Settlement: Full refund

Business Response: Initial Business Response /* (1000, 5, 2013/09/16) */ RE: Case X-XXXXXXXXXX Booking: ******* ****** Dear *** ******* ********* This is in response to your most recent communication regarding your ms Nieuw Amsterdam cruise. We deeply regret your continuing displeasure. It truly concerns us that your experience with us, and our previous correspondence, were not wholly satisfactory. Once again, we sincerely apologize for the disappointments and inconveniences you encountered on this sailing. 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 procedures. We also wish to note that we have shared your concerns with the appropriate members of management including the Vice President of Marine Hotel Operations and the Director of Fleet Medical Operations. After again reviewing your concerns, we would like to offer an additional 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. As a continued gesture of goodwill, we would like to extend a refund to you in the amount of $354.60 total for all medical costs incurred during your sailing. This refund will be posted to the card on file ending in **** and should be complete in approximately 2 weeks. Thank you for once more bringing these items to our attention. We assure 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 experience we know our sailings can offer. Best regards, Final Consumer Response /* (4200, 11, 2013/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Holland America is acting like nothing "major" happened. Well my Mom was shoved by an infuriated employee while my 8 year old watch in desbelief and terror. You can't offer any more and we can't offer to go away and let this slide. I wonder if you think that because my Mother is a foreigner you can treat her this way? If it was an American passenger you would probably not dare to ask them to accept your apologies and your $300. Final Business Response /* (4000, 9, 2013/09/17) */ September 17, 2013 *** ******* ******* ******** XXXXX ** **** ** Plantation, FL 33323-2007 RE: Case X-XXXXXXXXXX Booking: ****** BBB Case: XXXXXXXX Dear Ms. ******* ********* We have received your follow-up communication regarding your ms Nieuw Amsterdam cruise. Once again, we are concerned that you remain dissatisfied, both with your cruise experience and with our previous correspondence. Please be assured that we truly value your feedback, and thank you for the time you have taken to provide additional thoughts regarding your recent sailing. We are very sorry that our previous offer to you did not meet your expectations. Please be assured that your concerns were reviewed thoroughly before this offer was made. We take various factors into account when addressing guest concerns and determining an appropriate gesture, such as the nature and severity of the issues encountered as well as the cruise fare paid. Our offer to you was not meant to place a value on your experience, it was simply provided as a gesture of our sincere regret for the difficulties you faced. Although we are unable to offer anything additional in this situation, once again, we want to extend our sincere apologies for any resulting disappointment. However improbable a future cruise with Holland America Line may seem to you at this time, we wish to reiterate that our offer will be available to you should you decide to utilize it. While it is always difficult for us to hear about the disappointments our travelers may encounter on our sailings, the Guest Relations Department was created to listen to our guests' comments, both positive and negative, so that our company may continue to grow with guest satisfaction in mind. While we regret that this final response could not be more favorable, we do hope that you will continue to include Holland America Line in your travel plans. Thank you again for giving us this opportunity to address your concerns. We sincerely hope to be given the opportunity to welcome you aboard again very soon under happier circumstances. Best regards, ********* ****** Senior Advisor Office of the President

9/3/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: While on a cruise we paid $200 toward a future cruise to receive a $400 credit in the next 4 yrs. We had to choose a specific cruise & did however we never did any additional confirmation. We did received a confirmation # in April 2012 and the very next communication was on 7/29/13 saying our "final payment" was delinquent. I called them the very next day & spoke w/ ****. He confirmed the communication & informed me that we were beyond the cancellation period & that we would forfeit our deposit if we wanted to cancel. I emailed the guest relations dept & now we were getting calls each day saying we were delinquent after not hearing anything from them for 15 months. In the past, you were absolutely overwhelmed with communications about excursions, meal times, passport info, etc. and being past due was the first we heard back from AH. Seems like very poor PR and the fact that initially we were supposed to have 4 years to use our "credit". Even after contacting them for some discussion, all we received was an opportunity to cancel & lose our deposit to end the collection calls.

Desired Settlement: We would like to have the opportunity to keep our $200/$400 ship credit and use it in the promised 4 year window we were promise when we paid it.

Business Response: Initial Business Response /* (1000, 5, 2013/08/20) */ ***copy*** August 14, 2013 *** ********* ****** ** *** XXXXX Hilo, HI 96721-6001 RE: Case X-XXXXXXXXXX Booking: ****** Dear *** ******* Thank you for the email regarding your cancelled ms Nieuw Amsterdam sailing departing October 6, 2013. We truly regret your discontent with our cancellation policy in regard to Future Cruise Deposits. As you know, FCDs allow you to reserve a future cruise while on board a Holland America Line sailing and pay a reduced deposit. If you cancel your sailing before the booking enters the cancellation phase, your deposit can be applied to another sailing. However, as with all deposits, cancellation fees will apply once the booking is within the cancellation period as noted on the booking confirmation. This policy is noted on the FCD confirmation letter that was given to you on board and in our brochures, where it states that bookings cancelled within the first cancellation phase incur a fee equal to the amount of the deposit requirement. An email notification was also sent to you when the booking was created. We regret that we are unable to send reminders out to guests who have future cruises booked. We are very sorry that you needed to cancel your booking, but we are unable to waive our policy and reinstate your Future Cruise Deposit. Although we are unable to reinstate your Future Cruise Deposit, as a gesture of goodwill and in continuation of your continued patronage, we would like to offer you and *** ****** Onboard Credit in the amount of $100.00 per person in an effort to show our concern for your experience. This credit will be built in association with your Mariner number, and will expire on August 14, 2015. The credit will automatically be applied to your onboard account upon booking your next Holland America Line cruise. We kindly ask that you or your travel professional verify this special offer at time of confirmation to ensure that your booking is properly noted. Thank you once more for contacting our office and bringing your issues to our attention. Mariners like you are the core of our business and the reason we continue sailing, and we hope we will have another opportunity to welcome you on board in the very near future. Best regards, **** **** Special Advisor Office of the Preside

8/19/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I booked a cruise to Tahiti for my husband and I. Leaving on 4/6/2013. ****** ******** was the personal cruise consultant. She insisted I had to pay 50% down, which was $3500. I never received a confirmation on the cruise in which I called her 3 times to ask her where the confirmation was. Also she told me I did not have to buy insurance for the cruise until I made my last payment in January, 2013. I canceled the cruise on December 27th 2012 having to do with the fiscal cliff situation, I own a tax preparation business and the IRS was not prepared for tax season 2013. The situation would put our business back a month. The booking number which I did not receive until February 8, 2013 is ******* which was referred to as the booking confirmation. This has been a nightmare and Holland America has not stood behind. We have sailed with Holland America twice before however I believe this situation was handled shabbily. I have quite a few letters and e-mails sent to Holland America to no avail. I believe Holland American had apple time to book our room by April 2013. I would appreciate any help you can give me.***** ******** Product_Or_Service: CURISE

Desired Settlement: DesiredSettlementID: Refund I would appreciate a refund of my money or full credit toward a future cruise.

Business Response: Initial Business Response /* (1000, 5, 2013/08/05) */ August 5, 2013 **** ***** ******** *** ******** ** Ione, CA 95640-5415 BBB case: XXXXXXXX RE: Case X-XXXXXXXXXX Booking: ****** Dear **** ********, We are in receipt of your latest correspondence in regard to your past cruise cancellation. All your communication has been taken very seriously and we appreciate that you have taken the time to further clarify your situation for us in writing. Although we are truly sorry for the circumstances involved in your cancellation of this booking, 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 exceptions for some guests but not others. We sincerely wish we did not have to disappoint you in this matter but we must stand firm and cannot alter or add any form of refund or compensation except for a goodwill gesture of a stateroom upgrade. In fairness to those guests who chose to purchase our cancellation coverage, we are not allowed to make exceptions on this issue. In addition, on September 26, 2012, the date this booking was made, a booking confirmation was sent to your email address (**********@AOL.COM) stating when cancellation fees begin and what the cancellation fees would be. We regret you did not see this. We can't emphasize how truly sorry we are for each and every guest that calls in and has to cancel their cruise with Holland America Line. We wish that every cruise booking had some form of trip interruption/cancellation coverage applied to protect from cruise loss. We are also sorry for your continuing disappointment in our decision not to award any financial compensation. Your issue has been taken very seriously and reviewed with the same consistency per all other requests by guests wanting cash/credit compensation without purchase of one of our coverage plans. Thank you once more for contacting our office with your further inquiry. The patronage of our guests is of great value to us; however, we understand that our offerings may not suit every person's expectations. We hope you will take advantage of our stateroom upgrade offer and return to cruise with us under much better circumstances. Best regards, ********* ****** Special Advisor Office of the President

8/7/2013 Problems with Product/Service | Read Complaint Details
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Complaint: In February 2013, we purchased a 35 day Circle Hawaii cruise with Holland America Line to sail April 6, 2013 and scheduled to return May 11, 2013. On April 13, 2013 while on a paid excursion purchased through the cruiseline I experienced health issues and was rushed by ambulance to the closest hospital in Hilo, Hawaii. After experiencing five hours of testing and observation, the hospital doctors were satisfied that I was physically capable of returning to the ship and resuming the remainder of my cruise (28 days). While in Hilo Hospital, the ship left for Maui, Hawaii. Having no communication with the ship, a liason company assured us that we would be able to reboard in Maui and informed the ship's medical staff of my condition and therefore made arrangement for evening accomodations and flight the next morning to Maui,Hawaii which was the next port. On arriving in Maui, Hawaii, I was contacted by phone by *** *********** the ship's doctor, who informed me that I would not be allowed to reboard the ship due to his concerns for my continuing care. I assured him that I was feeling fine, had no other symptoms or ill effects and wanted to continue the cruise. I was told in no uncertain terms, that he was the final word on the subject. My wife, ***** ******, was also refused reboarding. Feeling fully capable of resuming our cruise, *** ********** denied us the remaining 28 days of our cruise. We were left stranded on the pier with only a liason company for assistance to help find a hotel and flight to return home to Texas. We feel we paid more than $9,000.00 for services that were not rendered.

Desired Settlement: Compensation for services not rendered. Pro-rate compensation of approximately $7,200.00 for the denied 28 days remaining on the cruise for both ***** and ***** ******. Compensate for the additional expense of the flight from Hilo, Hawaii to Maui, Hawaii. Compensate for the taxi, the hotel, meals in Maui, Hawaii and the flight home to Texas. The additional expense totals approximately $2,000.00. We have been in communication with Holland America Line and there has been no indication of compensation in any manner.

Business Response: Initial Business Response /* (1000, 5, 2013/05/28) */ April 26, 2013 *** & **** ***** ****** **** ******** ** Fort Worth, TX 76126-9592 RE: Case X-XXXXXXXXXX Booking: ****** Dear *** & **** ******, Thank you for the phone call and follow up letter regarding your cancelled ms Westerdam sailing on April 6, 2013. We are truly sorry for the disappointment you have expressed in our doctor on board and the decision regarding rejoining this sailing. It is of serious concern to us that you do not believe that the decision to not allow you to re-embark after your medical emergency was handled to your satisfaction. Upon further communication with our corporate medical department as well as notes from the attending doctor on board, it was decided that due to your symptom pattern, no definitive work up other than a non-contrast CT scan of your head and the fact that the sailing would be continuing to a part of the world without decent medical care for an additional length of time, the doctor made the only decision that was right in this situation. Our onboard staff and corporate departments endeavor to safeguard the well-being of our guests at all times. This includes assessment of an individual's health condition, response to each guest's needs and personal circumstances, and oversight of the procedures involved any time that a disembark is necessary. In addition, *** ********** noted that he spoke with you in great length regarding the potential risks if this episode of unknown origin were to happen again and complete medical care was not available. We are disheartened to hear that you feel that other guests may potentially be at risk since you feel our facilities on board may not be adequate enough to care for people with medical urgencies since the doctor did not want to take the chance with you. Keep in mind that our medical staff on board is highly trained and our medical facility has the ability to care for guests in an urgent situation. Our facility is not a major medical center and continuous care and major diagnostics are obviously not available while on board. Our quality of care and our ability to care are different than the level of continued care that we could offer. Knowing that you were already dealing with an unknown medical issue it would be irresponsible for our doctor to allow you back on board for the remainder of days still ahead and the ability to find major care if things were to become catastrophic. As a doctor, trained to care for our guests on board in time of need, he indeed has the power to make final decisions on the well-being of our guests, our staff and other passengers as well. *** ************* actions are justified based on the information given and the lack of information still needed. Again, we empathize with you regarding your medical disembarkation, and wish that our response could be more positive. For future travels, we strongly encourage you to protect your investment with some type of travel protection. We truly regret any negative impressions this situation may leave, and we do hope to be given another opportunity to serve you under happier circumstances. Best regards, ******* ******* Special Advisor Office of the President Final Consumer Response /* (4200, 17, 2013/07/24) */ Better Business Bureau 1000 Station Drive Ste 222 DuPont, WA 98327 RE: Case #********: Holland America Line This letter is in response to the letter received from the Better Business Bureau dated July 18, 2013 and received July 21, 2013. This is in regard to two complaints filed against Holland America Line. The first regarding ***** ******. The second regarding ****** *******. She wants a separate claim filed. Holland America Line continues to combine both complaints into one. ***** ******** complaint should be handled separately. She was not ill and should have been given the opportunity to continue her cruise and was denied that option. She is filing for over $4000.00 compensation and satisfaction for the remaining 28 days of her cruise. This complaint has not been addressed by Holland America Line. In your correspondence you have failed to address this issue regarding ***** ******. Another issue is Holland America Line continues to avoid addressing the laison company, ******, which informed us that they advised the ship's doctor to let us re-board in Maui, Hiwaii. Through Holland America Line's negligence to inform us in a timely manner of a re-boarding issue, we incurred hotel expense, meal expense,taxi expense and flight expense that would have been avoided. Holland America Line persists in claiming that this is their policy and we have a few policy issues that we live by: One being to treat everyone in a fair manner. We are not being unreasonable in wanting to be treated fairly. ***** ****** continues to not be satisfied with the response from Holland America Line regarding the issue of her being denied the remaining 28 days of her cruise. This issue has not been addressed in any correspondence received other than lumping it with the complaint regarding ***** ******. A satisfactory answer has not been received. Please address this issue. Regards, ***** ****** ***** ****** Final Business Response /* (4000, 15, 2013/07/17) */ July 15, 2013 *** and **** ***** ****** **** ******** ** Fort Worth, TX 76126-9592 RE: Case X-XXXXXXXXXX Booking: ****** BBB Case: XXXXXXXX Dear *** and **** ******, We appreciate your follow-up email addressed to *** ***** ***** regarding your 35 day ms Westerdam sailing departing April 6, 2013. *** ***** has reviewed your correspondence, and has asked us to address your concerns on his behalf. We truly regret that you remain dissatisfied with your cruise experience, and with our previous responses. While it is always difficult for us to hear about the disappointments our travelers may encounter on our sailings, the Guest Relations Department was created to listen to our guests' comments, both positive and negative, so that our company may continue to grow with guest satisfaction in mind. As stated in our previous correspondence, the doctor on board came to the conclusion that it was in your best interest to deny you embarkation due to your medical condition and that if something significant occurred, our Medical Center on board would not be able to handle it due to our limited resources. However, we do recommend that you file a claim for trip interruption with your travel insurance provider. As such, the total cost of your booking was in the amount of $4131.37 per person ($118.04 per person per day per diem rate). Our records show you disembarked the ship on April 13, 2013. While it is always difficult for us to hear about the disappointments our travelers may encounter on our sailings, the Guest Relations Department was created to listen to our guests' comments, both positive and negative, so that our company may continue to grow with guest satisfaction in mind. While we regret that this final response could not be more favorable, we do hope that you will continue to include Holland America Line in your travel plans. Best regards, ********* ****** Special Advisor Office of the President

8/6/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I turn to the Better Business Bureau at the recommendation of AARP. Please consider my circumstance. My wife **** and I are recently retired after a long hard-working career as a public school principal and legal secretary. Clearly, we are not poor but we are certainly not wealthy by any definition. In January, 2013, I made reservations for Holland America's 16 day cruise from Fort Lauderdale to Rome departing on March 22. On Monday, March 18, we were told that **** was diagnosed with Stage 4 Metastatic Breast Cancer. The past two months have been filled with numerous doctors' appointments and many procedures including a PET scan, a brain scan, an echocardiogram and the installation of a port for chemotherapy. Most important, **** just completed her third cycle of treatment. We have confidence in her care at the University of California, Irvine's Chao Family Comprehensive Cancer Center. Clearly, it was impossible for us to go on this vacation at this time, as advised by the medical staff. After numerous contacts with Holland America, I am told that they are "sorry that we (Rita and I) found ourselves in this difficult position without adequate cancellation protection." As a result, my request for a refund or credit toward a future cruise was denied. The Holland America staff further explained that they cannot make an exception for every guest who cancels. Therefore, corporate policy is to deny all regardless of circumstances. In fact, Holland America considers their position as "maintaining integrity." Holland America had an opportunity to demonstrate compassion to woman diagnosed with Stage 4 Metastatic Breast Cancer three days before her cruise. However, Holland America took the faceless stance that we had a chance to purchase cancellation insurance and we didn't. A corporation with understanding and compassion would seize the chance for making an exception for a woman experiencing such a diagnosis. Holland America is not such an organization. Although I understand Holland America's rationale about being consistent with their cancellation policy, consistency alone is not integrity. Integrity is not simple compliance to a rule. For financial reasons, Holland America created the policy no cancellations without insurance. Simply sticking to that rule in all circumstances doesn't equate to integrity. Real integrity involves a deep commitment to doing the right thing. Frankly, I don't know anyone who would argue denying a refund or credit to a woman diagnosed with Stage Four Metastatic Breast Cancer is the right thing to do. Yes, it's consistent and compliant. However, under no circumstance does it demonstrate integrity - doing the right thing. I turn to you for help. Sincerely, **** ******* 1

Desired Settlement: We ask that Holland America provide a refund or credit for the $2,300 paid for the cruise and hotel.

Business Response: Initial Business Response /* (1000, 5, 2013/06/17) */ April 9, 2013 Dear *** *******, Thank you for the email regarding your cancelled ms Noordam sailing on March 22, 2013. First and foremost, we are sorry to hear that you could not join this sailing as planned. 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. For future travels, we strongly encourage you to protect your investment with some type of travel protection. While a variety of such plans are offered throughout the industry, we feel that our plans offer the best protection. Our Cancellation Protection Plans allow travelers to cancel for any reason up to 24 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 circumstances. And unlike some other plans, our plans also cover pre-existing conditions without exclusions or time limits. Nonetheless, if purchase of our cancellation protection is declined, we strongly recommend that you purchase such coverage through your travel agent or an insurance broker. Unfortunately, we are unable to provide you with a Future Cruise Credit or monetary compensation. However, as a gesture of goodwill, we would like to offer you an upgrade on a future sailing with Holland America Line in an attempt to make up for some of the monies lost. This offer is subject to availability and excludes suite accommodations, and is combinable with other applicable discounts and upgrade offers. Upon confirmation of your next Holland America Line cruise, please forward this original letter to the Guest Relations Department and we will make every effort to provide you with the best possible upgrade. We trust that you will understand that this is a very extraordinary gesture and while it does not recover all your monies, we hope it will in some measure reflect our commitment to you. Again, we empathize with you regarding your cancellation, and wish that our response could be more positive. Mariners like you are the core of our business and the reason we continue sailing, and we truly regret any negative impressions our cancellation policy may leave. We hope we will have another opportunity to welcome you on board in the very near future under happier circumstances. Best regards, *********** ***** Special Advisor Office of the President April 12, 2013 Dear *** *******, We have received your follow-up communication regarding your cancelled ms Noordam cruise. Once again, we are sorry that you had to cancel this cruise and found yourselves in this position without adequate cancellation protection. Although we regret the circumstances of your cancellation, we are unfortunately not able to offer you a credit or refund. While we are sorry to disappoint you, as stated in our previous correspondence, as a gesture of goodwill we would like to provide you with a special upgrade on a future sailing with us to help make up for some of the monies lost. This offer is subject to availability and excludes suite accommodations, and is combinable with other applicable discounts and upgrade offers. Upon confirmation of your next Holland America Line cruise, please forward this original letter to the Guest Relations Department and we will make every effort to provide you with the best possible upgrade. While we regret that this final response could not be more favorable, we do hope that you will continue to include Holland America Line in your travel plans. Best regards, *********** ***** Special Advisor Office of the President May 17, 2013 Dear *** *******, We received your most recent communication addressed to *** ***** ***** regarding your ms Noordam cruise reservation. *** ***** has reviewed your communication and asked me to respond. Once more, we were very sorry to read about **** *******'s medical condition. We hope she is in good spirits and in strong health. We regret your continued disappointment and the dissatisfaction elicited by our responses. Also, we acknowledge your additional feedback and we truly appreciate that you have taken the time to provide us with your thoughts. As mentioned previously, we must be consistent with our cancellation policies. As you are aware, we offer our own travel protection plan. Should our guests decline our coverage or this is not available, we recommend that travel protection or travel insurance is purchased through an insurance broker. Additionally, we must maintain the integrity of our travel protection plan and we are unable to administer this program on a variable basis and enforce our policies with one traveler, but not with another, without losing all credibility of this program and our company. Again, we are very sorry to learn of the circumstances explained to us; therefore it is with a heavy heart that we advise you that we are unable to provide any monetary compensation. However, we wish to reiterate that the special upgrade offer from *** *********** ***** will be available to you should you decide to utilize it. Thank you for contacting our office, and also, we thank you for choosing Holland America Line. Though we are sorry this response could not be more positive, we do hope to be given the opportunity to serve you in the future. Warm regards, *** ****** ****** Senior Advisor Office of the President Final Consumer Response /* (4200, 11, 2013/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, I'm disappointed in Holland America's position. Holland America had many opportunities to demonstrate compassion to a woman diagnosed with Stage 4 Metastatic Breast Cancer three days before her trip. Instead, they shamefully remain consistent with their cancellation policy. The Better Business Bureau asked if there was a middle ground. I requested a refund and searched for a compromise - first seeking a credit and later asking for a donation to the American Cancer Society. Holland America has offered no middle ground saying their original offer of an upgrade on a future cruise was its only position. Furthermore, Holland America's Office of the President demonstrates their ignorance of Stage 4 Metastatic Breast Cancer by writing, "We hope she is in good spirits and in strong health." While my wife is fighting for her life, fighting to slow the growth and spread of cancer, Holland America thinks this terrible Stage 4 disease just goes away. Holland America believes their consistent denial of a refund after such a horrific diagnosis three days before the cruise is integrity. Their stance is corporate compliance. Integrity implies doing the right thing. The right thing for **** is for Holland America to offer a refund. However, the offer of a future credit would be acceptable. In fact, I pray each day that ****'s cancer might stabilize in such a way that she might take such a cruise. My middle ground compromise is for Holland America to support the American Cancer Society with a contribution. I ask Holland America to do the right thing. Final Business Response /* (4000, 9, 2013/07/03) */ April 9, 2013 *** **** ******* **** *** ******** Riverside, CA 92506-3658 RE: Case X-XXXXXXXXXX Booking: ****** Dear *** *******, Thank you for the email regarding your cancelled ms Noordam sailing on March 22, 2013. First and foremost, we are sorry to hear that you could not join this sailing as planned. 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. For future travels, we strongly encourage you to protect your investment with some type of travel protection. While a variety of such plans are offered throughout the industry, we feel that our plans offer the best protection. Our Cancellation Protection Plans allow travelers to cancel for any reason up to 24 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 circumstances. And unlike some other plans, our plans also cover pre-existing conditions without exclusions or time limits. Nonetheless, if purchase of our cancellation protection is declined, we strongly recommend that you purchase such coverage through your travel agent or an insurance broker. Unfortunately, we are unable to provide you with a Future Cruise Credit or monetary compensation. However, as a gesture of goodwill, we would like to offer you an upgrade on a future sailing with Holland America Line in an attempt to make up for some of the monies lost. This offer is subject to availability and excludes suite accommodations, and is combinable with other applicable discounts and upgrade offers. Upon confirmation of your next Holland America Line cruise, please forward this original letter to the Guest Relations Department and we will make every effort to provide you with the best possible upgrade. We trust that you will understand that this is a very extraordinary gesture and while it does not recover all your monies, we hope it will in some measure reflect our commitment to you. Again, we empathize with you regarding your cancellation, and wish that our response could be more positive. Mariners like you are the core of our business and the reason we continue sailing, and we truly regret any negative impressions our cancellation policy may leave. We hope we will have another opportunity to welcome you on board in the very near future under happier circumstances. Best regards, *********** ***** Special Advisor Office of the President April 12, 2013 *** **** ******* **** *** ******** Riverside, CA 92506-3658 Email: ***********@att.net RE: Case X-XXXXXXXXXX Booking: ****** Dear *** *******, We have received your follow-up communication regarding your cancelled ms Noordam cruise. Once again, we are sorry that you had to cancel this cruise and found yourselves in this position without adequate cancellation protection. Although we regret the circumstances of your cancellation, we are unfortunately not able to offer you a credit or refund. While we are sorry to disappoint you, as stated in our previous correspondence, as a gesture of goodwill we would like to provide you with a special upgrade on a future sailing with us to help make up for some of the monies lost. This offer is subject to availability and excludes suite accommodations, and is combinable with other applicable discounts and upgrade offers. Upon confirmation of your next Holland America Line cruise, please forward this original letter to the Guest Relations Department and we will make every effort to provide you with the best possible upgrade. While we regret that this final response could not be more favorable, we do hope that you will continue to include Holland America Line in your travel plans. Best regards, *********** ***** Special Advisor Office of the President May 17, 2013 *** **** ******* **** *** Vallarta Riverside, CA 92506-3658 RE: Case X-XXXXXXXXXX Booking: ****** Parties: *******, **** & **** Dear *** *******, We received your most recent communication addressed to *** ***** ***** regarding your ms Noordam cruise reservation. *** ***** has reviewed your communication and asked me to respond. Once more, we were very sorry to read about Mrs. *******'s medical condition. We hope she is in good spirits and in strong health. We regret your continued disappointment and the dissatisfaction elicited by our responses. Also, we acknowledge your additional feedback and we truly appreciate that you have taken the time to provide us with your thoughts. As mentioned previously, we must be consistent with our cancellation policies. As you are aware, we offer our own travel protection plan. Should our guests decline our coverage or this is not available, we recommend that travel protection or travel insurance is purchased through an insurance broker. Additionally, we must maintain the integrity of our travel protection plan and we are unable to administer this program on a variable basis and enforce our policies with one traveler, but not with another, without losing all credibility of this program and our company. Again, we are very sorry to learn of the circumstances explained to us; therefore it is with a heavy heart that we advise you that we are unable to provide any monetary compensation. However, we wish to reiterate that the special upgrade offer from *** *********** ***** will be available to you should you decide to utilize it. Thank you for contacting our office, and also, we thank you for choosing Holland America Line. Though we are sorry this response could not be more positive, we do hope to be given the opportunity to serve you in the future. Warm regards, *** ****** ****** Senior Advisor Office of the President

7/30/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: After seeing on the HAL website the summer sale promotion (an online promotion running roughly in May-June/2013, with a blue banner showing "$100 onboard credit" next to the ship and itinerary we picked), we contacted a HAL booking agent on the phone to book a cruise (whose name was Blake) on 5/5/13 and made the full payment via the phone as well. Our booking number was ******* and our cruise was on Statendam from 6/23/13-6/30/13 from Seward to Vancouver; our stateroom is **** During the booking with the HAL representative, My husband and I specifically checked with this booking agent regarding the onboard credit advertised on the website, as we did not know in what form we should expect this credit. He confirmed we would "receive $100 onboard credit" and said "You will get it when you're on the ship." This summer promotion is the sole reason why we picked HAL over competing cruise lines, and formed the basis of our acceptance of the contract to pay the full cruise price. We would not have chosen HAL's Statendam if this promotion (fare and onboard credit as reflected on the website) could not go through. Based on the oral representation of this HAL booking agent, I made the full payment for our cruise; since we were first time cruisers and had never booked with HAL (or any other cruises) before, we did not know anything about how we should receive the onboard credit, and only assumed it would appear automatically when we started our trip, based on the oral representation of the HAL booking agent. Unknown to me, while my booking should have reflected this credit based on this agent's promise, it didn't -- in our booking, while other areas were filled out by the booking agent, the "onboard credit" part was left in blank (not a number was entered; not even "0"). During the cruise, we learned from other passengers we should have expected the onboard credit in the form of a certificate. This is already contradicting what the booking agent had told us ("you will only get it on the ship.") So we became suspicious and inquired the front desk, who informed us there was no such onboard credit information entered -- as promised by the booking agent -- into our account. Therefore, we did not have the onboard credit as orally promised and confirmed by the booking agent, resulting in a loss of financial value and enjoyment of the trip on our part. By the way, the customer service on the cruise was entirely disappointing and incompetent. We were suggested to contact the head office of HAL "after our trip" when we had no such use of the credit! After my cruise, I contacted a HAL customer relations person (******) and oh man he was rude. According to "******," we cannot "substantiate" our claim for onboard credit because it was not entered as part of our booking (but isn't this the problem to begin with?). Then he basically suggested we were lying about our conversation with the booking agent regarding this credit, and even after he apparently conceded it could be a mistake on the part of the booking agent, he blamed us (!) for not putting the credit "in black and white" into our booking (isn't this the job of the agent? since when can we enter our own booking?) Finally, "******" intimidated us, using abusive language (telling us to "shut up"), into accepting his "big favor" of some future credit for a future HAL cruise (which I would not book with HAL anyways so it is of no value to me); also condescendingly, he said this credit would not show up in my account, so there was basically nothing for me to verify the existence of this "future" credit (and not to mention the irony to begin with: ****** had repeatedly accused us of not having any "documentation" to "substantiate" our claim for the credit). when I asked ****** about a refund to my credit card, he said I was never entitled to this onboard credit because our cruise was a sale and should just hang up, and he refused to honor my request to transfer my call to another, more civilized customer relations agent. This particular "******" customer relations person's handling of this case was beyond poor; it was appalling and outrageous. The rude insults after insults had pushed me to my limits. The misrepresentation during the booking was unfortunate, the unsatisfactory handling during my cruise significantly discounted the pleasure of my trip (I was told to deal with the head quater "on my own" while I was in the middle of the seas having no phone connection to anywhere), and the post-cruise insults were particularly enraging and unbearable. I would not want to give a cent of the Hotel Service Charges if we are not given our entitled onboard credit in cash value (and we don't want the "future" credit for a non-existing cruise I am never inclined, intended, or planned to set my foot on!) .

Desired Settlement: I am seeking a refund of the promised onboard credit of $100 to my credit card, which represents the lost cash value due to HAL's unfulfilled oral agreement during the sale (also false advertising and false representation during sale) and failure to enter truthfully the information according to the oral agreement in the booking that formed the basis of our payment and acceptance of the contract. If HAL is unwilling to settle by refunding us the $100 onboard credit to our credit card, we would file further complaints with BBB and seek a refund of our hotel service charges ($161) for providing substandard services before, during, and after the trip, mishandling my booking, rude and degrading customer services, and largely disappointing trip experience.

Business Response: Business' Initial Response /* (1000, 7, 2013/07/16) */ July 16, 2013 Ms. ****** **** *** E 5th St Apt *** Tucson, AZ XXXXX-XXXX RE: Case X-XXXXXXXXXX Booking: GKWR7J Dear Ms. ****, The Better Business Bureau has forwarded to us your correspondence regarding your ms Statendam sailing departing June 23, 2013. We are grateful for this opportunity to review your concerns again and to express our regret for the frustration and disappointment you have experienced. First, it is disheartening to learn of your acute displeasure concerning your recent communication with and service from staff in our Guest Relations Department, and we are truly sorry for the unhappiness caused by your phone conversation with Mr. ****** Our primary focus at Holland America Line is courteous, respectful, efficient service and assistance at all times. Corporate staff certainly understands that our guests are the heart of our business, and again, we sincerely apologize that this was not your impression. We are also concerned about your continuing unhappiness that you did not receive Onboard Credit you felt you were entitled to on this sailing. The promotion you saw offering Onboard Credit was an incentive designed to encourage guests to book higher category cabins at higher rates, and was applicable to specific cabin categories only: It was not applicable to the cabin category that you selected. As you know, you made your reservation under a promotion that enabled you to book at an exceptionally low rate. In his phone conversation with you, Mr. ***** explained that because of the extremely low fare you received under the ''Flash'' promotion on your reservation, no other promotion - including Onboard Credit - was compatible. In fact, the computer would not have allowed any other promotion to be applied. Again, we are truly sorry for any misunderstanding in this matter. As a gesture of his concern for your unhappiness, Mr. ***** offered you Onboard Credit in the amount of $100.00 total for use on a future cruise. This credit has been built in association with your Mariner number, and will expire on July 1, 2015. The credit will be applied to your onboard account upon booking your next Holland America Line cruise. Please note that because this offer is a goodwill gesture from the Guest Relations Department and not a company promotion to increase bookings, it is compatible with all other promotions. We only ask that you or your travel professional verify this special offer with our Reservation Agent at the time of booking, to ensure that your reservation is properly noted. We assure you once more that we appreciate your comments, and hope that you will give us another opportunity to create the positive experience we know our sailings can offer. Best regards, ******** ***** Special Advisor Office of the President

5/22/2013 Problems with Product/Service | Read Complaint Details
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Complaint: At "Eurodam" the whole management team is adamant about using hand-sanitizer. Up to the point of pure harassment of its own passengers! I was chased by one of the Signature Shop's employee while on the way to the Captain's champagne toast that was taken place in the theater a couple of days ago on May 11th. I was literally harassed and the girl just would not stop insisting of using soap even she was told that I am allergic to it. She replied to that: "You must!" The front office was notified but nothing was addressed. No apologies either!  HAL must review their policy in regards of "policing" people with soap, and respect the wishes of those who do not want to participate in "hand-sanitizing" madness! Last time I checked, using "hand sanitizer"  was not a mandatory requirement for sailing HAL, but employee insisted that it is a mandatory for all guests! I was under impression that she was about to spray me with soap of Purel she had in her hands. There were other male passengers ******* by who were not harassed by anyone - only me!  I could not sleep that night and even two days later I am shaken up and afraid to go through deck 3, where the signature shops are located. Due to the stress I have developed a migraine, and could not even go for dinner last night due to a headache. I asked the Front Desk to involve a security team and review the tape of an incident, but my request was denied. When I inquire to see the Manager of Guest Relations - I was denied. I was told by the front desk clerk that I can speak only to her and no one else, that she would relate my complaint to the appropriate department. Late in the evening of May 12, (the incident took place on May 11th) I received a call that A manager of Signature Shops was notified. A day pass ** - and still no apologies, I feel ignored and forgotten!  ******** ********** 

Desired Settlement: Refund of money for the cruise.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/15) */ RE: Complaint Case: XXXXXXXX Ref: XX-XXXXXX-XXXXXXXX-X-XXX Case X-XXXXXXXXXX Booking GRXQ7M Dear Ms. **********, Thank you for the email regarding your ms Eurodam sailing on April 29, 2013. We truly appreciate the valuable feedback you have provided us. First and foremost, we are sorry for the disappointment you experienced. While onboard, our staff does their utmost to try to reduce the spreading of various illnesses that can occur such as "Norovirus," also termed NoV. We take very seriously the responsibility to do our utmost to limit its transmission in the close quarters of a vessel. Consequently, our protocol includes several steps: at the pier we screen for related symptoms; during the cruise, any guest who shows symptoms is required to remain isolated as directed by the Medical Staff; and throughout the voyage, we attempt to educate and support excellent personal hygiene among guests, staff, and crew. Along with encouraging the use of hand sanitizers installed around the ship, this multiple-tiered approach is usually sufficient to prevent or slow the spread of NoV. However we do wish to note that it is not mandatory to use hand sanitizers while onboard. On the rare occasions when these are not sufficient, a ship then proceeds to a different protocol, with increased surveillance and disinfectant procedures developed with the assistance of the US Centers for Disease Control and Prevention. We hope that this information helps to explain our policy and precautions regarding NoV. We do also wish to note that as has been stated to you by our staff, your particular circumstance was well noted and that your feedback and concerns are being addressed accordingly and that our staff are still working to try to resolve the situation with you. Be advised that we have once more registered your notation of the situation and have advised the appropriate senior management for their information and correctional action where deemed necessary. Again, 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 experience. Best regards, ***************** Special Advisor Office of the President Consumer's Final Response /* (2000, 11, 2013/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business' Final Response /* (1000, 9, 2013/05/17) */ RE: Complaint Case: XXXXXXXX Ref: XX-XXXXXX-XXXXXXXX-X-XXXX Case X-XXXXXXXXXX Booking GRXQ7M Dear representative of the Better Business Bureau, We wish to note that as the guest is still on board until May 21, 2013, we have once more forwarded these concerns to our front office staff on the ms Eurodam to work directly with the guest towards a resolution. Best regards, ***************** Special Advisor Office of the President

5/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased directly from Holland America (HA) a cruise. We paid for travel insurance as recommended by their sales person. The sales person assured us that in the event we could not travel we would be reimbursed 90% of our cruise cost. The cruise cost total was $18,111.18. We received a reimbursement in the amount of $14,038.20; difference of $4,072.98. Travel insurance amount was $1,778.00 and taxes were $735.18; difference of $1,559.80. This is the amount that HA refuses to refund to us. They call it a HA benefit to its customers. I call it a penalty. Holland America never during that original conversation to purchase a cruise mentioned that we would receive only a partial refund on the cruise cost. I argue with them that it is their responsibility to clearly tell a customer the true cost of cancellation. In this particular case they did not.

Desired Settlement: We are requesting a refund in the amount of $1,559.80. Original booking cost: $18,111.18. Travel insurance: $1,778.00. Taxes: $735.18. We received a refund from Holland America: $14,773.38. A difference of $1,559.80 (clearly all profit for HA)

Business Response: Business' Initial Response /* (1000, 5, 2013/04/19) */ April 19, 2013 Mr. ***** ****** 505 Lohse Ct Lincoln, CA XXXXX-XXXX RE: Case X-XXXXXXXXXX Booking: GJGW9C Dear Mr. ******, Thank you for your continued correspondence regarding your ms Westerdam sailing departing March 17, 2013. It is always of concern when a guest has a less than satisfactory experience, and we will endeavor to incorporate your feedback into our planning and procedures. However, after thoroughly reviewing your issues, we are not in a position to offer compensation. Although you did incur cancellation fees, including the cost of our CPPP, we are glad that we were able to refund a large portion of your payment (over $14,700.00) because you had the insight to protect your cruise investment. Every day, we receive calls into our Guest Relations office of heartbreaking stories of cruises being forced to cancel without any cancellation protection coverage and denial of any refund due to policy restrictions and fairness to those that do purchase the coverage. Although your situation is extremely unfortunate, our cancellation policies are clearly detailed in each of our brochures, and must apply to everyone equally. We get numerous requests, such as yours, to make an exception to our policy and give out a full refund. However, to honor them all or in part would be to negate the purpose of offering this type of coverage. Therefore, while we truly regret the circumstances involved in your cancellation, we are not in the position to offer a full refund or credit toward another cruise. We hope that you may understand the reason for our decision, and we are very sorry to have to disappoint you in this matter. We are committed to guest satisfaction, and we truly hope that our decision in this matter will not cloud your impression of Holland America Line. We thank you again for contacting our office. Best regards, *********** Special Advisor Office of the President Consumer's Final Response /* (3000, 12, 2013/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ms Haigh of Holland America (HA) refuses to acknowledge that the HA agent made the mistake in this transaction. We've been big spenders with HA and are in shock that they are willing to ignore that and the facts in this case. They are at fault and we are the ones being punished. We refuse to be railroaded by a big corporation who has no sense of ethics or business morals. If it was our error it would have been dropped in a heartbeat, but it was and is HA's agent that led us to believe that we were covered. If we were to ever to buy this type of coverage we would know the specifics. We were not given the specifics only a sales pitch. Sincerely, ***** & ***** ****** Business' Final Response /* (1000, 14, 2013/04/26) */ Good afternoon, It is always of concern when a guest has a less than satisfactory experience, whether in the booking process, during sailing, or in any dealings with Holland America Line. While we understand Mr. ******'s point of view and agree that mistakes can be made on both the giving and receiving side of information, we are unable to provide any further refunds in this matter. Again, the information is clearly stated online and in our printed materials. We are committed to guest satisfaction, and we truly hope that our decision in this matter will not cloud your impression of Holland America Line. Best Regards, *********** Special Advisor Office of the President

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