For an overview of the other changes and cancellations being announced today that may affect some of your clients, please visit our FAQ on GoHAL.com.
For your clients’ affected bookings on these cancelled voyages, we will be sending system-generated notifications later tonight to provide you with your specific client booking information per voyage. Please note that these notifications are generated by our reservation system and will be emailed to the address associated with your travel agency profile.
We encourage you to reach out to your clients today to advise them of the cancellation of their cruise, as we know the news will spread quickly. We are waiting until tomorrow (Thursday) at 2:00 PM PT to send an email notification to your clients in order to give you time to contact them.
Your clients have the option of moving to an October 2021 Koningsdam voyage with their cruise fare, promotions and incentives protected. They will also receive a $50 USD Shipboard Credit per person. If they have Holland America Flight Ease air, we will transfer their flights to their new voyage. All other non-cruise fare purchases through Holland America Line such as shore excursions, dining, gifts and spa will be refunded to the original form of purchase.
If your clients do not want to sail on one of the offered replacement voyages they have the option of receiving a full refund.
To advise us of their choice, all guests should complete the Cancellation Preferences Form before September 30, 2021. The form will give them the options to transfer to an October 2021 Koningsdam voyage or request a full refund of all monies paid. Refunds will be reimbursed to the original form of payment and will include all non-cruise fare purchases through Holland America Line. Any previously issued Future Cruise Credits that were used on the booking will be returned to their Mariner account.
Holland America Line understands and values the role our travel partners play in our success. Commission paid on paid-in-full bookings will not be recalled at this time regardless of whether your client chooses to rebook or cancel via the webform. Please be aware that once your clients’ booking has transferred, standard commission policies will apply to that booking thereafter.
We recognize that this cancellation may cause your clients to incur unexpected expenses, such as air change fees. Reimbursement of reasonable non-refundable expenses will be considered on a case-by-case basis. A Change Fee Reimbursement Form is available at https://bit.ly/HAL_CHGFEE; please complete this form and submit it, along with any relevant receipts and documentation, for review by our corporate office. If your clients purchased a Cancellation Protection Plan or independent vacation travel insurance, they should submit their claim through their carrier before submitting a reimbursement request.
A new booking number and confirmation will be sent to you within two business days of selecting one of the Koningsdam replacement voyages. Once you receive your new booking, should you or your clients have any questions, please reach out to us at the appropriate office:
Seattle Office (USD/CAD currency):
Contact us at 1-800-577-1728 or 206-626-7395.
We are available Monday – Friday, 6:00am – 6:00pm PT.
Saturday – Sunday 7:00am – 4:00pm PT.
Southampton Office (GBP currency):
Contact us at 0344 338 8600.
We are available Monday – Friday, 9:00am – 5:30pm.
Rotterdam Office (EUR currency):
Contact us on 00800 1873 1873.
We are available Monday – Friday, 9:00am – 5:30pm.
For Netherlands contact us on 0800 724 5425.
We are available Monday – Friday, 9:00am – 5:30pm.
Sydney Office (AUD currency):
Contact us at 1300 987 321. We are available Monday – Friday, 8:30am – 7:00pm.
Thank you again for choosing Holland America Line. We value your partnership, and look forward to welcoming your clients on board.
Warm Regards,
Gus Antorcha
President, Holland America Line
|