Holland America Sucks!

[mcirv]

I booked this cruise for the itinerary. I booked a discounted Veranda on the cruise in September that I wanted and was told that cabin would be assigned at port. Several weeks before departure I was assigned a cabin on level 4. They talked me into an upgrade to a better room and other perks through their Club Orange and was assigned a cabin on level 5 mid-ship. 6 days before departure I received an email from Holland America that something had changed on my reservation. I checked and found a different cabin number on the bottom of the ship with a port hold. I called to find out what happened and was told that it was overbooked and I was downgraded. This is after I was already assigned a cabin (twice). I was offered no compensation for difference in price or another accommodation on another cruise. They would not cancel my cruise or give me my money back. They said "this is the best we can do". I cancelled my trip because I did not get what I paid for and it would have been a miserable 3 week vacation because of this. I wrote to the President of Holland America and Carnival and they told me that there would be no refund as I had cancelled the trip. I looked on line and they had the same exact cruise 2 and 4 weeks later and I could have paid full fare and gotten the Veranda for $400 cheaper. On the day that I was originally scheduled to leave to Auckland, I received a call from customer relations and they advised me that I could have the same cruise and cabin if I still wanted to go, I asked about the overbooking and was advised that they were not really overbooked. It sounded like a money grab to me and downgraded me because they could and most people would take the trip anyways. This was my first and last experience with Holland America as they are lacking in any kind of customer service. The agency that I used told me that they would take HAL off of their website if they could because of poor customer service but have to keep it to service some of their other customers, but they no longer actively market them. I refused to take a product that I didn't want or pay for.
 

[*Miss G*]

Are you sure you are angry at the right people?  This sounds like an agency problem.

[SumoCitrus]

Awesome first post. 🙄

[mcirv]

Not agency problem.  HAL is the one who took my money issued me a boarding card for cabin, talked me into upgrading to their club orange, issued me another cabin in midship and then sent me an email 6 days before my departure saying that I was downgraded due to overbooking after I was assigned a cabin in the bottom of the ship with a port hole. I called and complained but they told me that that was the best they could do.  I was not offered any compensation for the difference of cabin paid for or why they were overbooked.  I wrote to head of Holland America and Carnival and told sorry.  There was the same cruise 2 weeks later and I could have paid full fare and gotten it for $400 cheaper. Not offered either. The day that I was originally scheduled to leave they called me and said that I could go on the same cruise in the cabin that I paid for. When I asked about their overbooking , I was told that they were not really overbooked. They downgraded because they can most people would still go on the cruise. I cancelled because I was not going to be forced to take something that ;I didn't want or pay for. My entire 3 week trip was ruined because of their lack of Customer Service and money grab.

[doone]

That's why I book the specific cabin I want with no upgrades, then I am never disappointed...................................

[mcirv]

Once you are assigned a specific cabin, it should not be sold again and taken out of their inventory.

[VennDiagram]

7 minutes ago, mcirv said:

I was assigned a cabin in the bottom of the ship with a port hole.

 

Were you traveling on an interline rate by any chance?

 

[SilvertoGold]

Interesting. 

Did you book yourself online or through a travel agency?

How did HAL "talk you into" the Club Orange upgrade? 

I have a hard time following this description of your cabin assignments, so if you could give the ship and cabin numbers, it would help my understanding of this. Balcony to porthole?

Edited November 26, 2019 by SilvertoGold

[mcirv]

1 minute ago, VennDiagram said:

 

Were you traveling on an interline rate by any chance?

 

 

1 minute ago, VennDiagram said:

 

Were you traveling on an interline rate by any chance?

 

I was and have since found out that Holland America is the only cruise line that does this. I have been on 6 other cruise lines and never had this happen when cabin is assigned.  The real problem that I had is that they refused to refund the difference of the room paid for and the one that they downgraded me to. Also  on day of departure (I had to fly to Auckland) they called and offered original cabin back and said they really weren't oversold.

[SilvertoGold]

Just now, mcirv said:

 

I was and have since found out that Holland America is the only cruise line that does this. I have been on 6 other cruise lines and never had this happen when cabin is assigned.  The real problem that I had is that they refused to refund the difference of the room paid for and the one that they downgraded me to. Also  on day of departure (I had to fly to Auckland) they called and offered original cabin back and said they really weren't oversold.

 

OK, not a regular booking. All bets are off.   Thanks Venn!!!!

[VennDiagram]

17 minutes ago, VennDiagram said:

 

Were you traveling on an interline rate by any chance?

 

 

11 minutes ago, mcirv said:

I was

 

This is a good summary for other posters to understand what actually happened.  It explains a lot

[Vineyard View]

What is an Interline rate?  I am not familiar with this. 

 

[RuthC]

When traveling on an interline rate, you can even be canceled out if the room is needed for a published fare passenger. That's the way it works, which anyone traveling on an interline fare should be aware of. 
You have no apparent legitimate complaint. 

Good question, Venn Diagram. Glad you thought to ask it. 

[Gigi1977]

1 minute ago, RuthC said:

When traveling on an interline rate, you can even be canceled out if the room is needed for a published fare passenger. That's the way it works, which anyone traveling on an interline fare should be aware of. 
You have no apparent legitimate complaint. 

Good question, Venn Diagram. Glad you thought to ask it. 

Thanks for explaining.  I’d never heard this term before.  I assume that you can’t accidentally book this type of rate? 

[Homosassa]

Well, that explains a lot - an interline booking.

 

Perhaps a reading of the fine print on the limitations of an interline booking could have helped managed the OP's expectations.

 

A limited google search found the following Holland American restrictions on interline rates (while this particular list refers to US and Canada, there must be similar information for other countries):

 

Interline Eligibility

Booking may be subject to cancellation after confirmation based on availability. Cancellation is a possibility up to departure time with Interline fares.  

Booking may be subject to downgrade at HAL discretion due to availability 

Interline rates ONLY available to residents of USA/Canada

• Employees of Airlines who are IATA/ARC appointed
• Employees of Federal Express, DHL / Airbourne & UPS
• Employees of National Air Traffic Controllers Association
• Employees of National Pilots Association
• Employee’s spouse are eligible to sail without the employee
• Employee’s Parents & In-Laws are eligible to sail without the employeerg
• Dependent children ( under 21 yrs of age)
• Retired employees of airlines currently in operation
• Retired employees of existing airlines may book ONE cabin. The retired employee must be traveling in the cabin.

[HappyInVan]

3 minutes ago, Homosassa said:

Well, that explains a lot - an interline booking.

 

 

 

Actually, the OP is complaining that HAL did not offer a partial refund for the paid upgrade. Or, offer a full refund if OP chose to cancel.

 

What I find unpleasant is that the company called him up just before the departure with an offer. "Oh, we're not fully booked after all!" Adding insult to injury.

 

The fine print of an interline booking does not explain this snafu.

 

 

[VennDiagram]

5 minutes ago, Homosassa said:

Booking may be subject to cancellation after confirmation based on availability. Cancellation is a possibility up to departure time with Interline fares.  

 

We met some people who did all their cruising using interline rates.  When I asked the man if they had ever been cancelled, he SWORE that was not possible.  I suggested he read the T&C and he pretty much told me he knew the T&C and had no reason to doubt what he 'believed'.  Sigh.... 😉

[Copper10-8]

25 minutes ago, Vineyard View said:

What is an Interline rate?  I am not familiar with this. 

 

 

A rate that is offered only to those employed in the travel industry (airline employees, etc.) and at a very substantial discount to those otherwise employed and/or retired. It comes with restrictions - see the post by Homosassa  

Edited November 26, 2019 by Copper10-8

[Homosassa]

4 minutes ago, HappyInVan said:

 

Actually, the OP is complaining that HAL did not offer a partial refund for the paid upgrade. Or, offer a full refund if OP chose to cancel.

 

What I find unpleasant is that the company called him up just before the departure with an offer. "Oh, we're not fully booked after all!" Adding insult to injury.

 

The fine print of an interline booking does not explain this snafu.

 

 

Maybe.

 

There seems to be a lot of information that is left out of the rant.

[*Miss G*]

11 minutes ago, HappyInVan said:

What I find unpleasant is that the company called him up just before the departure with an offer. "Oh, we're not fully booked after all!" Adding insult to injury.

 

As in “someone has just cancelled and now we have a room available”?  🙄

[kazu]

1 hour ago, VennDiagram said:

 

Were you traveling on an interline rate by any chance?

 

 

Excellent question and it explains a lot 😉. Thanks for asking!

1 hour ago, mcirv said:

 

I was

 

 

 

Quote

and have since found out that Holland America is the only cruise line that does this. I have been on 6 other cruise lines and never had this happen when cabin is assigned.  

‘

And what pray tell is your source for this?

 

We travelled on an inter line rate with our TA’s one year on NCL and were warned about the terms and conditions fervently.

[jakkojakko]

With interline tickets you will get whatever is available after normal passenngers have booked. This is up to departure day. If the ship is sold out on departure day, you will not get a cabin and cannot board. This is the rule with interline tickets.

 

So if you really want a cabin(category) or itinerary, don't book interline rates.

[Despegue]

To the OP:

you should know better as an Interline traveller.

Interline agencies mention very clearly that HAL has the right to cancel or downgrade you. That is why we always sail “full fare”.

If you were not informed, then that is an Agency issue.

By attacking HAL, you are actually doing yourself and all that benefit from Interline rates across the Industry  a disfavour. Keep your low profile and be thankful for some great rates.

 

 

ps. Royal Caribbean/ Celebrity offers guaranteed Interline offers. 

 

[HappyInVan]

23 minutes ago, *Miss G* said:

 

As in “someone has just cancelled and now we have a room available”?  🙄

 You have a crystal ball?????

[FlaMariner]

First World Problem.  There is nothing here.  

 

The topic heading is inappropriate and should be taken down.

 

IMO.  

 

(Kazu:  You are a genius for figuring out "interline", IMO)