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 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.
Your clients have the option of receiving bonus Future Cruise Credits (FCC), which provide tremendous value for them to plan another trip of their choice. They will receive 110% of the amount deposited (up to the base cruise fare amount) as a Future Cruise Credit. For guests not paid in full, the credit when applied to cruise fare will waive any deposit requirement for their next booking (up to 29 days in length). They may also elect to receive a full refund.
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. Any previously issued Future Cruise Credits that were used on the booking will be returned to their Mariner account.
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 receive Bonus Future Cruise Credits or request a full refund of all monies paid. The full Future Cruise Credit Terms & Conditions can also be found there. Refunds will be reimbursed to the original form of payment and will include all non-cruise fare purchases through Holland America Line.
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. Additionally, please note that the total amount of Future Cruise Credits are commissionable when your clients rebook.
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.
Please note that due to the significant volume of bookings impacted by these changes, we ask for your patience in affording us the time to work through processing these voyages. We are working hard to make sure every booking is handled accurately and efficiently. 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 look forward to welcoming your clients on board another Holland America Line cruise in the future.
Warm Regards,
Gus Antorcha
President, Holland America Line
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