Dear Travel Partner,
While we continue to enjoy welcoming our guests on board for our restart of cruising in Alaska and Greece, we are also looking ahead to more ships returning to service. We have been carefully monitoring the global environment and continuing and evolving travel restrictions in many countries and working with governments and port authorities around the world.
While we have made considerable progress with our partners in the various ports around the globe, we have made the decision to Volendam’s Grand South America and Antarctica voyages in early 2022 and will be transferring your clients’ bookings to the equivalent 2023 voyage.
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.
We will be transferring your clients’ bookings automatically to the comparable 2023 Grand South America and Antarctica voyage at their current fare 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.
Holland America Line understands and values the role our travel partners play in our success, and we appreciate the amount of support you have provided to these Grand Voyage clients. Earned commissions will automatically transfer, and in recognition of the time and effort you give to these guests, you will receive $100 USD per guest (up to $200 per stateroom) bonus commission if your clients retain their new 2023 booking ($125 CAD, £80 GBP, €90 EUR, $140 AUD).
We anticipate you will receive new booking confirmations by September 30, 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.
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 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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