robert james

We prefer a refund so we are submitting a claim to our insurance.

Don't ever want to cruise with HAL.   Since HAL subsequently changed their refund policy (due to coronavirus) several days after we canceled due to an accident we would have preferred reaching the refund fromHAL rather both submitting claim to insurance company.

Zuiderdam.......

CEO
Spoke with Supervisor, Mandy G and she stated that this was the direct policy of Mr. Olander Ashford, CEO of HAL

Thanks

ttps://www.sun-sentinel.com/coronavirus/fl-bz-coronavirus-stranding-elderly-cruisers-in-australia-20200318-shqkc2sbuneqbla5qklififcpq-story.html Hello Ron, We are writing to you after having read the above article in yesterday’s Sun-Sentinel. We must tell you that we have found Holland America unsympathetic to the needs of their cruisers. For instance, we were booked on Holland America’s Zuidenham to depart Ft. Lauderdale on March 18, 2020 through the Panama Canal. We called them to advise them that one of us(spouse) was hit by a car while biking in the bike path in Highland Beach, Fla on Feb. 24 and sustained multiple injuries and would require surgery. Our Doctor advised us that we would of course need to cancel the cruise. So, we called Holland America and their current cancelation policy on March 10 was a 100% credit towards a future cruise. We asked about a full cash refund and were advised that at that point that wasn't the policy, however, should the policy change we could then request a refund.( would be applied retroactively). On/or about March 13 because of the Corona Virus Holland America cancelled the cruise and changed its policy offering a FULL CASH REFUND. We called yesterday to take advantage of the new policy and they simply stated ABSOLUTELY NO….NO EXCEPTIONS WOULD BE MADE TO APPLY RETROACTIVELY and that was the policy made by Olander Ashford, Executive Director. We have found HOLLAND AMERICA to be a COLD HEARTED CRUISE LINE. We guess that there is nothing more we can do but, we thought we would pass our experience along because it seems to reflect Holland America’s INDIFFERENCE TO ITS CLIENTS. 

ttps://www.sun-sentinel.com/coronavirus/fl-bz-coronavirus-stranding-elderly-cruisers-in-australia-20200318-shqkc2sbuneqbla5qklififcpq-story.html Hello Ron, We are writing to you after having read the above article in yesterday’s Sun-Sentinel. We must tell you that we have found Holland America unsympathetic to the needs of their cruisers. For instance, we were booked on Holland America’s Zuidenham to depart Ft. Lauderdale on March 18, 2020 through the Panama Canal. We called them to advise them that one of us(spouse) was hit by a car while biking in the bike path in Highland Beach, Fla on Feb. 24 and sustained multiple injuries and would require surgery. Our Doctor advised us that we would of course need to cancel the cruise. So, we called Holland America and their current cancelation policy on March 10 was a 100% credit towards a future cruise. We asked about a full cash refund and were advised that at that point that wasn't the policy, however, should the policy change we could then request a refund.( would be applied retroactively). On/or about March 13 because of the Corona Virus Holland America cancelled the cruise and changed its policy offering a FULL CASH REFUND. We called yesterday to take advantage of the new policy and they simply stated ABSOLUTELY NO….NO EXCEPTIONS WOULD BE MADE TO APPLY RETROACTIVELY and that was the policy made by Olander Ashford, Executive Director. We have found HOLLAND AMERICA to be a COLD HEARTED CRUISE LINE. We guess that there is nothing more we can do but, we thought we would pass our experience along because it seems to reflect Holland America’s INDIFFERENCE TO ITS CLIENTS.