For your affected bookings on the cancelled voyages, we will be sending system-generated notifications within the next 24 hours 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 have heard your feedback and we are waiting until tomorrow (Wednesday) at 4:00pm PST to send an email notification to your clients in order to give you time to contact them.
We are offering guests the choice to transfer to the equivalent 2022 cruise at their 2021 rate. Please click here to see a list of the 2021 voyages being cancelled and the same or equivalent 2022 voyages and please be aware that this offer is only for the matched cruise. Of course, if there is a different voyage that your clients would prefer, our team will be happy to help you transfer the funds on their current booking. Non-cruise-fare purchases, such as shore excursions, specialty dining, spa, or gifts will be transferred to the new booking if possible or refunded to the original form of payment.
Our 2022 sailings are seeing strong demand as our guests look forward to once again traveling. As a result, 2022 fares are higher than similar 2021 cruises, and are likely to increase as availability becomes even more limited. Protecting their 2021 pricing represents a significant benefit to your clients, and we hope that when you communicate with them you will encourage them to take advantage of this opportunity.
Alternatively, guests can choose to receive 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). Please note that if they elect to receive bonus Future Cruise Credits we will not protect their 2021 rate should they later choose to book the same cruise in 2022.
Any previously issued Future Cruise Credits that were used on the booking will be transferred to their new booking or returned to their Mariner account; these credits will now be valid for sailings booked by and departing through December 31, 2022 to give your clients maximum flexibility to use these FCCs.
To advise us of their choice, all guests should complete the Cancellation Preferences Form before April 15, 2021. The form will give them the options to transfer to the equivalent 2022 cruise at 2021 pricing, 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.
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.
Holland America Line understands and values the role our travel partners play in our success. For clients who paid their 2021 booking in full in order to leverage additional savings and elect to move to the comparable 2022 voyage, the early-payment incentive will transfer to their 2022 booking and remain in effect as long as their booking remains paid in full. Commission paid on 2021 paid-in-full bookings will not be recalled; however, if your clients elect to transfer their booking to 2022, standard commission policies will apply. Additionally, please note that the total amount of the Future Cruise Credits are commissionable when your clients rebook.
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 rebookings, refunds and FCCs. 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 6:00am – 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. Holland America Line, in alliance with our entire industry, is optimistic for the resumption of cruising worldwide. We must be practical in our approach, however, by acknowledging the limitations currently in place.
Please know that we value your partnership and truly appreciate your understanding of these exceptional circumstances. We know your clients, like us, are eager to see cruising begin again soon, and we look forward to welcoming them on board another Holland America Line cruise in the future.
Warm Regards,
Gus Antorcha
President, Holland America Line
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