For your clients’ affected bookings on the 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.
We will be transferring your clients’ bookings automatically to a comparable 2023 voyage at their current fare (or current per-day fare if the replacement voyage length is shorter) and in the same or equivalent stateroom category, with incentives and promotions protected. Please click here to see a list of the voyages being cancelled and the voyages they will be rebooked to.
Non-cruise-fare purchases through Holland America Line such as Flight Ease air, shore excursions, gifts, dining and spa will be refunded to the original form of purchase. Taxes, fees and port expenses will be recalculated based on the new voyage. Earned commissions will also automatically transfer.
We anticipate you will receive new booking confirmations by October 15, 2021. There is no action required at this time from you or your clients, and we will be unable to make changes, accept special requests or process cancellations until after the replacement bookings are confirmed.
If any portion of your clients’ travel was not booked through Holland America Line, other booking and cancellation conditions and policies may apply. Most airlines and other travel-related services such as hotels, transportation, and tours are allowing refunds or waiving change fees due to COVID-19; please work directly with those operators regarding their charges. The above terms are not applicable to guests booked on charter sailings.
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. An Out-of-Pocket Expense 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 independent vacation travel insurance, they should submit their claim through their carrier before submitting a reimbursement request for denied or partially paid claims.
Once you receive your clients’ new bookings, should you 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.
Again, we extend our most sincere apologies for any disappointment this may cause. Please know that we value your partnership and truly appreciate your understanding. We very much look forward to welcoming your clients on board their next Holland America Line cruise.
Warm Regards,
Gus Antorcha
President, Holland America Line
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