Holland America Line
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Exaggerated Port Stops and Short Changing Refunds
In Feb 2024, booked cruise from Japan, leaving Mar 2026 . In April 2024, HAL cancelled stop in Hiroshima, replacing it with a sea day. On 17 March 2025, HAL cancelled stop to Jeju, South Korea and replaced with yet another sea day. On 5 March we paid for a HAL excursion on Jeju, with the money refunded on 19th March. The Pound/Dollar exchange rate meant less money refunded than actually paid. HAL's will not refund the loss or provide any compensation for cancellation of two main stops. HAL's own telephone operator state "only way of registering discontent is through online review" (hence this review). HAL's telephone operators cannot confirm that the remaining stops are under threat or not. It is understandable that there can be operational difficulties and stops can be cancelled however two significant stops on the itinerary devalues the cruise (some might say, given the locations significantly). The advertised stops at the time of booking would seem to be exaggerated. HAL should be more careful since this mis-represents the actual cruise, particularly since the stop in Hiroshima was still showing in Feb and yet it was cancelled in April. It seems unlikely that HAL did not now this stop was likely to be cancelled. In other realms this would be mis-selling and breach of contract however HAL do not feel it necessary to even refund simple losses of money paid in good faith to them; lost because of HALs changes. HAL has had the benefit of the substantial deposit and yet do not see fit to refund the equivalent of $4. I leave it to the reader to make what they wish from this. Surely basic customer care would suggest something different? There should be some way of registering discontent with the company directly so they can see if this is significant commercially. The lack of any response from HAL may be in-common with other cruise lines, so be warned, no customer should expect to be treated any differently. BEWARE losses will not be refunded even though their own website has a portal where these can be entered. This was tried and rejected, once again a false representation of reality.