2ravel4fun

I think consumers should be aware of what they are up against this summer when booking a cruise with Holland America. With the volcanic ash still causing havoc don’t be surprised if you don’t get your money back. Holland America’s customer service is not up to par and very disappointing. We had our honeymoon booked for several months through Holland America. We chose a cruise to the Mediterranean because my husband won a gift certificate through the charity auction at his work. When news hit that the volcano blew and flights were being cancelled I was on the phone trying to reschedule our flights that very morning. We had intentionally scheduled 3 days in Rome before the cruise took off so we had some extra time. We had very positive experiences when dealing with Delta who tried very hard to get us there but it wasn’t going to work out. Their customer service was excellent and so was hotels.com. We were refunded by Delta and hotels.com. Holland America fully acknowledges people couldn’t get there in fact the cruise ship we were supposed to be on even left a day later than it was originally slated for. But, when we called and spoke with several different representatives there was nothing they would do for us. All we wanted to do was reschedule our cruise since we were trapped and couldn’t fly there. They told us we would receive a cancellation fee & if we wanted to get our gift certificate portion back they wanted us to pay another $894 to get the $2000 credit from the gift certificate. I really would have hoped Holland America would have done the right thing. The other cruise lines worked with their customers to reschedule or provide a refund. I can’t understand this kind of service from Holland America. I was thoroughly disappointed. We were really looking forward to this and it was our honeymoon. All Holland America cared about was whether or not we wanted to pay them $894 to get the certificate back.

jacketwatch

Sorry to hear this. I have a few questions.
1. Why did they want the $894.00 in order for you to receive the 2k gift cert?
2. How far in advance did you try to cancel? Usually there is a prorated refund policy. The later you cancel the less you get back.
3. I assume you had paid in full. Did you try to put the $ towards a future booking?
I am sorry to hear your HM was so disrupted and I hope you found another place to go to. Also its a good idea, if you did not already kow to always get travel insurance. Next time try www.insuremytrip.com. Its much less than the cancellation insurance offered by cruise companies and more generous as well.

Jimingso

I assume Delta gave you a refund because they canceled your flight and couldn't get you to Rome on time.

HAL didn't cancel their cruise. When you booked it you were given the option to purchase cruise insurance from them. You must have declined it and didn't purchase any from another travel insurance company. A painful lesson for you, but HAL's refund policies after final payment are very clear.

"The other cruise lines worked with their customers to reschedule or provide a refund".

Are you sure about this?

Dayenu

Jimingso, I've heard, insurance companies refunded cruisers who couldn't get to their cruises due to ash and cancelled flights. This is probably why the OP said "other cruise lines" when in fact those were insurance companies.

doug_stallings

Yes, insurance companies generally classified the volcano as a weather event, so they paid in full. I"m not particularly familiar with HAL's policy on volcano-related refunds or changes, but it is true that most lines worked with people to reschedule or allowed some kind of cancellations. But if you had absolutely no kind of insurance, then the cruise line is not obligated to do anything.

Did you have a travel agent? I'd certainly try to work with them, but it sounds to me as if you booked a European cruise direct (something I would not recommend for anyone).

I'd give HAL another try to see if you can work something out, but it's not really their fault. You didn't buy insurance and just want to throw yourself on the line's mercy expecting to be compensated. I feel for you, but unfortunately it's something you have to work out directly with HAL now.

Dayenu

"you booked a European cruise direct (something I would not recommend for anyone)"

Doug, why? I booked my first European cruise directly as the cabin location is important for me not to get sea sick, and I've met people on prior cruises who had problems with their TAs putting them up for update against their wishes.

Is there anything specific to Euro-cruises I'm missing?

doug_stallings

A European cruise is not simply a short flight to a U.S. embarkation port and then a week and back home. For most people, it's a bigger trip that might last 2 weeks or sometimes longer. There are logistical issues to consider, not to mention high summer airfares, hotels in unfamiliar cities, transportation to and from sometimes distant ports. A good travel agent can help you with these issues and help troubleshoot if something goes wrong, which is more likely on a complex out-of-the-U.S. itinerary than it would be on a simple Caribbean cruise.

I would always use a travel agent for this kind of a trip. More experienced travelers, however, would have a greater sense of confidence and would know the issues associated with European travel better, but you're always better off with some kind of advocate if something goes wrong (lost luggage, missed connections, etc.). Even if it's Expedia, you're better off using a travel agent to book a non-U.S. cruise. Expedia, by the way, went to great lengths to help people rebook and was very familiar with the policies of various hotels, airlines, and cruise lines during the whole ordeal.

Dayenu

This is nice to know about Expedia, we booked a hotel in Copenhagen with them - fully refundable till the day of arrival!!

As for "to help people rebook and was very familiar with the policies of various hotels, airlines, and cruise lines during the whole ordeal" - isn't it what insurance company is for? I've read on Fodor's about TruTravel that they really help if needed.

I don't mean to be a pain you know where, just trying to understand what I've done wrong. In the past, I've had some bad experiences with TAs, just unlucky not to find a good one.

jacketwatch

Hi Dayenu: I think you did everything right as you did what was comfortable for you. For us we tend to do alot on our own but we are OK w/ that. I do alot of research first and try to have my bases covered B4 we go anywhere. Again, for the OP I do hope you learn the value of travel insurance from this mess but don't give up on cruising. Its a great experience. Larry

Dayenu

The reason I made our own air reservations directy with the airline not through Orbitz or Expedia (no offense to both websites) I was afraid of something like this to happen:

http://www.fodors.com/community/euro...our-flight.cfm

doug_stallings

Here's the lesson to be learned from the posters mishap with Airfare.com. This is a consolidator, NOT (and I repeat NOT) an online travel agent. People seem to think that all companies operating online are the same. They are not. Expedia, Orbitz, and Travelocity are travel agents and, in some circumstances, tour operators. Priceline is a discounter using opaque and non-opaque pricing (so it's both a consolidator, a travel agent, and something entirely different depending on what kind of ticket you buy).

You can't expect to get a refund or help from a consolidator. These fares are nonrefundable, non-changeable, and strictly limiting. There's nothing much the consolidator can or, frankly, should do. That's what insurance is for.

So I guess I go back to my original point that you need insurance and a travel agent when booking a complex itinerary or trip. The former protects you in the event that the latter can't solve your problems.

ira

Hey 2,

Sorry to hear about your difficulty.

I do think that you are blaming HAL for doing what they said they would do in the contract that you agreed to.