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Holland America Cruises Complaint - Disappointing customer relations

Complaint
Review by jobee on 2010-08-12
WASHINGTON -- Recently we were on a 12 day land/cruise tour of Alaska with holland America.sadly on day 2 of our trip we got news of a death in our family. we returned home. in time we contacted holland America to see if in the future we could have vouchers to return to Alaska. we were told we had trip cancellation insurance ,,not trip interruption insurance and all they could do was upgrade us on a future trip. we also wrote a letter to the ceo of company and got the same response, I am disappointed such a large corporation could not provide us with a spot on a future tour, plenty of cabins on cruise ships are empty and lots of food must go to waste. we also would be very likely to use them again in the future. lessons learned,,,expect unexpected and buy adequate insurance not from cruise company which was very expensive($269 each) but from travel agent..and don't count on being heard for your particular circumstance..general rules apply to all
Comments:
Posted by Ben There on 2010-08-12:
I am sorry for your loss. Next time, purchase trip interruption insurance in addition to cancellation. I agree that it would be super customer service if HA gave you two cruises for the price of one because of your loss, but at the end of the day most companies don't give you thousands of dollars worth of goods when someone in your family dies.

Out of curiosity, have any airlines or hotels offered your free flights and rooms?
Posted by jobee on 2010-08-12:
didnt ask anyone but holland america,,kudos to american airlines for getting us home
Posted by jobee on 2010-08-12:
didnt feel like they were giving us 2 cruises for the price of 1,,we were only on day 2 of the land for $6000
Posted by Ben There on 2010-08-12:
Jobee, I totally get what you are saying, but Holland America is not able to re-sell a trip that you have already started. It was yours, even though you were not able to occupy it.
Posted by Helpful on 2010-08-12:
I just wanted to leave my condolences.
Posted by tripleG on 2010-10-13:
You're absolutely right about Holland America not listening to specific circumstances. They did not address any of the issues I raised in my formal complaint. I got a boilerplate response.

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