Holland America: The Enron of Cruise Lines
Feb 3rd, 2013, 09:33 AM
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Holland America: The Enron of Cruise Lines
What would you do if your cruise line lost your bag between their transit bus from the airport to the ship? If it`s Holland America, get used to disposable underwear, borrowed shorts and a complimentary overnight kit. If you`re missing medicine, know that it`s your responsibility to keep it on your person. To be safe, with Holland America, you may want to keep your bags with you on the bus and move them to your stateroom yourself. That will at least assure that you have clothes for the voyage.
But Holland America will get the lost bag to you right? Well, no. They said that they couldn`t find a courier to deliver the bag. I asked about one of their employees flying it down, someone flying up and back, having the airline fly the bag.......nothing was possible. Besides, Holland America employees had holidays and weren`t available. I wondered why my holidays were so less important.
Once it was clear that Holland America wouldn`t deliver my bag to Casablanca, I asked guest relations to please give me a list of round trip flights and costs from Casablanca to Amsterdam. I know that travel sites list over 100 opportunities and that it takes two to three minutes to get the information. I was told that wasn`t possible; all travel information must come from the Seattle office. Six hours later I was informed that there was a flight to Amsterdam. But, I said, I was looking for a round trip and costs. The next morning, now 18 hours after my request, I was told that there was a round trip with a two hour layover in Amsterdam which would return to Casablanca a couple of hours before the ship departed. They only had one way cost data, however.
Given my blood pressure readings and a glaucoma concern, I thought that I might fly up and back...it looked like it would cost me about $600. But wait, Holland America said that most of my layover would be consumed by my trip to and from Rotterdam where the bag was left by their staff. I suspect that the cab ride would cost another $300 or so, but it might be at the expense of making the flight. So, to me, what was a pressing health issue was to them not important enough to deliver the bag to the airport.
I decided not to go on what looked like a long shot. My wife requested that the medical office write prescriptions for the missing medicines so that we could look for them in Casablanca. I waited by my phone at the prescribed time. I never heard back.
Sometime after leaving Casablanca I asked (again) to speak to the guest relations manager. It still wasn`t possible, but her assistant was available. That turned out to be fortunate. She listened and understood the alternatives and an employee flew the bag to Madeira.....sdomething that was impossible for the previous five days.
As a final stroke, we asked our "new friend" to see if she could get us a flight change from the Canary Islands to Madrid to better match our post cruise itinerary. She dutifully contacted the Seattle office and told us that the four of us could fly for $2700. Because of our difficulty in getting information from the service desk, we had arranged internet access. We found the same flights for about $1400. Even after our experience, why did we feel more like profit centers than customers? But, it is what Enron would have done.
We`ve been on 10-12 cruises and know what to expect and what constitutes customer care. Holland America has lots of employees who smile, are friendly, and can serve meals and clean rooms. But, when it comes to problem solving, they either dropped the ball or chose the low cost approach.....it`s hard to know which. I would bet that an 8th grade class, if presented with a few basic facts such as 182 flight options on a given day or a 28 hour drive or 106 scheduled airlines, 21 freight operators, and 150 logistic service providers, could suggest 5-6 ways to get a bag from Amsterdam to Casablanca in 4 days. On the other hand, if asked how to prevent me from getting my medicine, I wouldn`t be surprised if they would say.......tell him it can`t be done; nothing is possible. Then if he wants to fly and get his own bag, don`t deliver it to the airport. Finally, if he wants a prescription, don`t give it to him.
When I sent a "trip report" to my travel agent and Holland America, HA responded that they had tried and couldn`t find a courier; basically nothing was possible. Because I seemed less than satisfied with how the situation was handled, they offerred a $600 credit on the next cruise. For comparative purposes, that`s 5 per cent of our vacation cost; 2/3 of what it would have cost to retrieve the bag myself; and less than half of the "surcharge" on tickets from the Canary Islands to Madrid.
If you are elderly, have a medical issue or are concerned about a special problem, you should think twice about Holland America. My stateroom had a perk of "preferential baggage handling." Think of what could happen to you if you don`t have that.
But Holland America will get the lost bag to you right? Well, no. They said that they couldn`t find a courier to deliver the bag. I asked about one of their employees flying it down, someone flying up and back, having the airline fly the bag.......nothing was possible. Besides, Holland America employees had holidays and weren`t available. I wondered why my holidays were so less important.
Once it was clear that Holland America wouldn`t deliver my bag to Casablanca, I asked guest relations to please give me a list of round trip flights and costs from Casablanca to Amsterdam. I know that travel sites list over 100 opportunities and that it takes two to three minutes to get the information. I was told that wasn`t possible; all travel information must come from the Seattle office. Six hours later I was informed that there was a flight to Amsterdam. But, I said, I was looking for a round trip and costs. The next morning, now 18 hours after my request, I was told that there was a round trip with a two hour layover in Amsterdam which would return to Casablanca a couple of hours before the ship departed. They only had one way cost data, however.
Given my blood pressure readings and a glaucoma concern, I thought that I might fly up and back...it looked like it would cost me about $600. But wait, Holland America said that most of my layover would be consumed by my trip to and from Rotterdam where the bag was left by their staff. I suspect that the cab ride would cost another $300 or so, but it might be at the expense of making the flight. So, to me, what was a pressing health issue was to them not important enough to deliver the bag to the airport.
I decided not to go on what looked like a long shot. My wife requested that the medical office write prescriptions for the missing medicines so that we could look for them in Casablanca. I waited by my phone at the prescribed time. I never heard back.
Sometime after leaving Casablanca I asked (again) to speak to the guest relations manager. It still wasn`t possible, but her assistant was available. That turned out to be fortunate. She listened and understood the alternatives and an employee flew the bag to Madeira.....sdomething that was impossible for the previous five days.
As a final stroke, we asked our "new friend" to see if she could get us a flight change from the Canary Islands to Madrid to better match our post cruise itinerary. She dutifully contacted the Seattle office and told us that the four of us could fly for $2700. Because of our difficulty in getting information from the service desk, we had arranged internet access. We found the same flights for about $1400. Even after our experience, why did we feel more like profit centers than customers? But, it is what Enron would have done.
We`ve been on 10-12 cruises and know what to expect and what constitutes customer care. Holland America has lots of employees who smile, are friendly, and can serve meals and clean rooms. But, when it comes to problem solving, they either dropped the ball or chose the low cost approach.....it`s hard to know which. I would bet that an 8th grade class, if presented with a few basic facts such as 182 flight options on a given day or a 28 hour drive or 106 scheduled airlines, 21 freight operators, and 150 logistic service providers, could suggest 5-6 ways to get a bag from Amsterdam to Casablanca in 4 days. On the other hand, if asked how to prevent me from getting my medicine, I wouldn`t be surprised if they would say.......tell him it can`t be done; nothing is possible. Then if he wants to fly and get his own bag, don`t deliver it to the airport. Finally, if he wants a prescription, don`t give it to him.
When I sent a "trip report" to my travel agent and Holland America, HA responded that they had tried and couldn`t find a courier; basically nothing was possible. Because I seemed less than satisfied with how the situation was handled, they offerred a $600 credit on the next cruise. For comparative purposes, that`s 5 per cent of our vacation cost; 2/3 of what it would have cost to retrieve the bag myself; and less than half of the "surcharge" on tickets from the Canary Islands to Madrid.
If you are elderly, have a medical issue or are concerned about a special problem, you should think twice about Holland America. My stateroom had a perk of "preferential baggage handling." Think of what could happen to you if you don`t have that.
Feb 3rd, 2013, 11:21 AM
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I think I can see the pity party gang lining up to denounce Flacco. (Even though I'm from Pittsburgh, I won't denounce Flacco.) But it does seem that when someone reports a bad experience, that the line forms to denounce him.
Feb 3rd, 2013, 11:42 AM
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This is Flacco's first post on Fodors.com, so we shouldn't pile on the blame. But blame here is also not completely on the cruise line in this case. Misplaced luggage is an issue from time to time, and that's the line's fault. But this is also why people have insurance and should never ever pack prescriptions in checked bags. The cruise lines even tell you this in their documentation. The OP did get the bag after a few days but after a lot of aggravation. I don't think there's enough information here to tell whether or not HAL did enough. Perhaps embarkation was on a weekend. Perhaps they just dropped the ball. It's hard to move luggage around internationally and meet ship schedules, and there are a lot of pertinent facts missing from this long and convoluted narrative. I just hope the rest of the cruise was pleasant.
Feb 3rd, 2013, 12:16 PM
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I'm sorry HAL misplaced your bag. It's disappointing that they didn't try harder to get yours delivered to you.
But really, you'd fly all the way back to pick up a suitcase? You could have gone down to the medical office to pick up the prescription. If you'd gone to a pharmacy in Casablanca I'm pretty sure they would have sold you the eyedrops over the counter. I've never needed a prescription for meds I needed replaced overseas. If they'd been in your carry-on the way it's recommended EVERYWHERE to do so, it wouldn't have been a problem.
Your travel insurance (you did buy it, right?) would have paid for you to go shopping for some new clothes in Casablanca. Surely in a city of 3.5 million there were some stores that carried your size.
I know how annoying it is not to have a suitcase arrive with your carefully chosen clothing and accessories, but it only ruins your vacation if you allow it to do so. It sounds like you wanted "them" to fix everything while you moaned and complained.
I had to go shopping in Istanbul when my case didn't arrive and I was scheduled for a nice dinner out; I now own a stylish leather jacket, a lovely pair of shoes, and a gorgeous beaded burnout velvet scarf. They cost less together than anything in my suitcase. And my own stuff arrived suddenly the following day. I was almost disappointed as I was planning a trip to Zara's in Antalya to fill up a new suitcase. I submitted an insurance claim and was reimbursed for the clothing I purchased.
I'll bet the poor cruise workers on the boat (none of whom lost your bag) were glad to see your backside, and I'm glad I didn't have to share a dinner table with you all week.
Sorry to be a denouncer, but he's not only reporting a bad experience, but his own bad behavior.
But really, you'd fly all the way back to pick up a suitcase? You could have gone down to the medical office to pick up the prescription. If you'd gone to a pharmacy in Casablanca I'm pretty sure they would have sold you the eyedrops over the counter. I've never needed a prescription for meds I needed replaced overseas. If they'd been in your carry-on the way it's recommended EVERYWHERE to do so, it wouldn't have been a problem.
Your travel insurance (you did buy it, right?) would have paid for you to go shopping for some new clothes in Casablanca. Surely in a city of 3.5 million there were some stores that carried your size.
I know how annoying it is not to have a suitcase arrive with your carefully chosen clothing and accessories, but it only ruins your vacation if you allow it to do so. It sounds like you wanted "them" to fix everything while you moaned and complained.
I had to go shopping in Istanbul when my case didn't arrive and I was scheduled for a nice dinner out; I now own a stylish leather jacket, a lovely pair of shoes, and a gorgeous beaded burnout velvet scarf. They cost less together than anything in my suitcase. And my own stuff arrived suddenly the following day. I was almost disappointed as I was planning a trip to Zara's in Antalya to fill up a new suitcase. I submitted an insurance claim and was reimbursed for the clothing I purchased.
I'll bet the poor cruise workers on the boat (none of whom lost your bag) were glad to see your backside, and I'm glad I didn't have to share a dinner table with you all week.
Sorry to be a denouncer, but he's not only reporting a bad experience, but his own bad behavior.
Feb 3rd, 2013, 02:52 PM
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On my last cruise I received my "award" for 500 days with HAL. I have cruised with them since 1985 as well as other lines. I have never had a problem with lost luggage but have met passengers who did. The experience was always the same - they were given a credit at the shop to buy necessities and their luggage arrived at the next port. I am sure there are some horror stories out there but I know the cruise lines do whatever they can in their power to get the luggage to you. Some things can be out of their control. WE had our suitcases cut open and items stolen at the airport in Santiago Chile - fortunately after the cruise. As mowmow said our home insurance covered the loss with no problem. As far as having prescriptions packed in your suitcase instead of your carry on I must say is totally your fault. The airlines, the cruise lines and any other modes of travel always put it out there front and centre - Keep you Prescriptions with you!
That is just plain common sense.
That is just plain common sense.
Feb 3rd, 2013, 04:03 PM
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Princess lost my luggage in Alaska between the ship and the airport. (I think it went to Denali without me.) They sent it back to me via FedEx once it was lcoated. If you travel often, lost luggage is inevitable.
Travel tip: all valuables and essentials (drugs) and anything that you cannot replace (quickly) with $$, you take it with you. Not even in your carry on. You keep them in your person. I have a travel vest with 4 regular sized zippered pockets and 1 really big (can fit a magazine) zippered pocket. All my essentials are in there. Wallet, passport, money, travel document, everything.
When I go through the airport seccurity, my cell phone, coins, watch and anything metal are in one of the pockets. Took off the jacket, go through the scanner, works like a charm.
Travel tip: all valuables and essentials (drugs) and anything that you cannot replace (quickly) with $$, you take it with you. Not even in your carry on. You keep them in your person. I have a travel vest with 4 regular sized zippered pockets and 1 really big (can fit a magazine) zippered pocket. All my essentials are in there. Wallet, passport, money, travel document, everything.
When I go through the airport seccurity, my cell phone, coins, watch and anything metal are in one of the pockets. Took off the jacket, go through the scanner, works like a charm.
Feb 4th, 2013, 04:04 AM
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Really sorry you had this bad experience and don't doubt your experience, but maybe I'm clueless but why the reference to the Enron Scandal...don't see the comparison....
And, not to jump on you, but you actually didn't have your presciptions right with you...why, in heavens name?
And, not to jump on you, but you actually didn't have your presciptions right with you...why, in heavens name?
Feb 4th, 2013, 07:08 AM
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Its unfortunate you had a hard time getting your luggage back though it seems you did and in a relatively timely manner.
I do agree with much of what has been said here however. Doug is correct in that we know too little to to judge if HAL did enough from the beginning to get the bags back for you.
Eschew is correct in that lost luggage happens if you travel enough and I must say as someone who has meds that its unwise to pack them away. I never do that nor should anyone. As you note meds are important so why put them in your stowed luggage?
$660.00 to me is a generous offer for future travel and despite your troubles HAL ranks high in terms of customer satisfaction.
HAL is not a discount airfare broker like Kayak, Cheapo air and so on so to expect that is unreasonable and on top of that you seem to take a shot at the very person who helped you get your luggage when she found air which you later found for much less. Its not her job to do that. She followed her procedures and basically if you had an ipad, laptop or smartphone you could have done the air yourselves. If not find an internet cafe. Frankly you seem quick to slap the hand that just helped you.
Always buy travel insurance. Four people going to Casablanca and cruising from there could not have been cheap, esp. considering airfare. I would never dream of going on such a trip without it.
As for the Enron comparison lets put it this way. HAL did not go bankrupt, keep you money and your luggage. HAL also did not steal your pension and force you to buy clothes at the second hand store. This happened to Enron employees and they have real grief so please dont make this comparison. While they are scrimping to get by HAL is serving you lobster. Save the pity for them
Finally so often on Fodors we see a new poster whose first post is a rant about a bad experience. Then they are never seen here again. If this is you then you got it off your chest and best of luck down the line. We'll see.
JM2C. Larry
I do agree with much of what has been said here however. Doug is correct in that we know too little to to judge if HAL did enough from the beginning to get the bags back for you.
Eschew is correct in that lost luggage happens if you travel enough and I must say as someone who has meds that its unwise to pack them away. I never do that nor should anyone. As you note meds are important so why put them in your stowed luggage?
$660.00 to me is a generous offer for future travel and despite your troubles HAL ranks high in terms of customer satisfaction.
HAL is not a discount airfare broker like Kayak, Cheapo air and so on so to expect that is unreasonable and on top of that you seem to take a shot at the very person who helped you get your luggage when she found air which you later found for much less. Its not her job to do that. She followed her procedures and basically if you had an ipad, laptop or smartphone you could have done the air yourselves. If not find an internet cafe. Frankly you seem quick to slap the hand that just helped you.
Always buy travel insurance. Four people going to Casablanca and cruising from there could not have been cheap, esp. considering airfare. I would never dream of going on such a trip without it.
As for the Enron comparison lets put it this way. HAL did not go bankrupt, keep you money and your luggage. HAL also did not steal your pension and force you to buy clothes at the second hand store. This happened to Enron employees and they have real grief so please dont make this comparison. While they are scrimping to get by HAL is serving you lobster. Save the pity for them
Finally so often on Fodors we see a new poster whose first post is a rant about a bad experience. Then they are never seen here again. If this is you then you got it off your chest and best of luck down the line. We'll see.
JM2C. Larry
Feb 6th, 2013, 06:00 AM
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Flacco: So sorry you had such a bad experience.
That most people don't have similar problems really isn't the point. The issue is that when the problem occurred, HAL didn't do what it took to fix them, which they really should have. And yeah, they deserve to get hammered for it. I hope they read the OP and somebody at HAL decides to put a system in place to deal with this next time it happens.
Finally, I have to respectfully disagree on the headline--I loved it. Exaggerated, sure, but got my attention (and made me smile).
Happy cruising, Folks!
That most people don't have similar problems really isn't the point. The issue is that when the problem occurred, HAL didn't do what it took to fix them, which they really should have. And yeah, they deserve to get hammered for it. I hope they read the OP and somebody at HAL decides to put a system in place to deal with this next time it happens.
Finally, I have to respectfully disagree on the headline--I loved it. Exaggerated, sure, but got my attention (and made me smile).
Happy cruising, Folks!
Apr 24th, 2013, 06:56 PM
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.... HAL didn't do what it took to fix them, which they really should have. And yeah, they deserve to get hammered for it. .....
Of course, that assumes that the OP was completely honest, did not add anything, did not delete anything that HAL did, so we can be assured that we have all the factors to properly judge the story -- NOT!!!! I look at it as rant and withhold judgement until I have heard both sides.
Of course, that assumes that the OP was completely honest, did not add anything, did not delete anything that HAL did, so we can be assured that we have all the factors to properly judge the story -- NOT!!!! I look at it as rant and withhold judgement until I have heard both sides.
