News, Tips and Tools For Our Travel Advisors
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Dear Valued Travel Partner,
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Due to continued travel restrictions, port closures, and surrounding global health concerns, along with the recent recommendation by the U.S. Centers for Disease Control and Prevention to extend their previously announced “No Sail Order,” Holland America Line has made the difficult decision to delay the start of the Alaska, Europe, and Canada & New England cruise seasons through June 30, 2020. In addition, we have also made the decision to cancel all remaining 2020 Alaska cruises on the following ships: Maasdam, Volendam, Oosterdam, Noordam, and Westerdam. In addition, all 2020 Land+Sea Journeys are also cancelled.
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In light of this extension, we are offering two forms of compensation from which your clients can choose:
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- Option #1 — We would love to welcome your clients on board a future Holland America Line cruise. As an incentive to plan another voyage, your clients who were paid in full can choose to defer a refund, and instead receive a future cruise credit for 125% of the base cruise fare paid PLUS an onboard credit of US$250 per person. The Future Cruise Credit can be applied toward any future cruise(s) booked by December 31, 2020 for cruise(s) that sail by December 31, 2021. If your client(s) had not yet paid in full, your client will receive a Future Cruise Credit for 125% of the amount paid Holland America Line, PLUS an onboard credit of US$250 per person, which can be applied toward any future cruise(s) through December 31, 2021. Non-cruise fare purchases from Holland America Line will be refunded to the method of payment used for the original purchase. The terms and conditions of the Future Cruise Credit appear below.
- Option #2 — If your client does not wish to receive the 125% future cruise credit plus US$250 onboard credit per person, a 100% refund of all monies received by Holland America Line will be reimbursed to the original form of payment. This includes Holland America Line’s FlightEase air, Cancellation Protection Plan, Holland America Line pre- or post-cruise hotel packages or transfers, prepaid shore excursions and amenities purchased through Holland America Line, and taxes, fees, and port expenses.
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Please note: The above programs are not applicable to guests booked on a charter sailing. 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 the COVID-19 pandemic; please work directly with those operators regarding their charges.
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For our valued travel partners, we are pleased to offer the below compensation model:
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- For clients who paid in full: We will protect your full commission on bookings for cancelled voyages and for the total amount of the future cruise credits when your clients rebook.
- For clients who have not paid in full: standard commission policies apply.
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While the ultimate decision is up to you and your clients, we hope they strongly consider Option 1, transferring the money they have paid and accepting the future cruise credit. This represents a much higher value and maximum benefit for your clients. The future cruise credit can be used on any voyages that sail through December 31, 2021.
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We have incredible offers that you can offer your clients as an incentive to move their cruise to later this year or into 2021 — with only 50% deposit. The “Save Now, Cruise Later” promotion is valued at more than US$2,300 – and your clients can also receive a discounted cruise fare when choosing a non-refundable deposit. Save Now Cruise Later is combinable with Standard Group Rates and Group Amenities (GAP+TC), adding even more value. Offers include:
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- FREE drinks
- FREE gratuities
- FREE signature dining package
- Plus, free WIFI for suites
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We recognize that for some clients, choosing the future cruise credit may not be financially possible. That is why we are presenting two options, and have an electronic form available here where guests who are booked during this specific time period can request a cash refund.
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The deadline for selecting their compensation choice is June 1, 2020. If your clients do not respond by June 1st, they will be deemed to have elected a 125% future cruise credit plus US$250 onboard spending money as outlined in Option 1 above. Please note, your clients with fully paid bookings may cancel the future cruise credit at any time and the value, less the 25% bonus amount, will be refunded.
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Please note that due to the unprecedented volume of bookings impacted by cancellations, processing your clients’ election of Option 1 or 2 will take up to 60 days as our team works through each booking.
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Should you have any questions, please contact us at the appropriate office:
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Seattle Office (USD/CAD currency):
Contact us at 1-800-577-1729 or 206-626-7385. We are available Monday – Friday, 7:00am – 5:00pm PT.
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Rotterdam Office (EUR currency):
Contact us at 00800 1873 1873. We are available Monday – Friday, 9:00am – 6:00pm.
For Netherlands contact us at 0800 724 5425. We are available Monday – Friday, 9:00am – 6:00pm.
Southampton Office (GBP currency):
Contact us at 0344 338 8605. We are available Monday – Friday, 9:00am – 6:00pm.
Sydney Office (AUD currency):
Contact us at 1300 987 321. We are available Monday – Friday, 8:30am – 7:00pm.
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Having sailed to destinations around the globe for 147 years, all of us at Holland America Line share in your disappointment of this news. We extend our most sincere apologies for this cancellation and we truly appreciate your clients’ patience and understanding during these circumstances.
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Thank you for your loyalty and we look forward to our continued partnership.
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Warm Regards,
Orlando Ashford
President, Holland America Line
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For more information on Holland America Line’s voluntary temporary pause in global operations, please visit our News page.
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Future Cruise Credit (FCC) Terms & Conditions
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The value of this credit may be applied to the cruise fare only of a new cruise or Land+Sea Journey reservation with Holland America Line, and it is combinable with any other applicable discount. While the Future Cruise Credit is valid until December 31, 2021, it must be booked by December 31, 2020. Although you may choose any stateroom category, this offer is dependent upon space availability and cannot be transferred, refunded, or used as a deposit. This credit may not be used for onboard expenses, pre- and post-cruise packages, shore excursions, taxes, fees and port expenses, Cancellation Protection Plans, FlightEase air, Hotel Service Charges, or other optional programs or services. We ask that you or your travel professional verify this offer with our Reservation Agent at the time your new reservation is placed. For your convenience, the credit is built in direct association with Mariner Numbers so it will automatically be credited toward the cruise fare of the next Holland America Line sailing booked.
If a guest elects Option 1 and does not use his/her FCC and wants a refund thereafter of the original base cruise fare paid, between June 1, 2020 and December 31, 2021, the guest can request Holland America Line to exchange the FCC for a refund of the amount paid on the booking. Refund will be issued within approximately 60 days from request date. Requests accepted via email to guestrelations@hollandamerica.com. In no situation shall a guest be entitled to a refund greater than the amount paid on the booking. Guests selecting Option 1 and requesting a refund as set forth herein will not be entitled to any other compensation/credit. Guests selecting Option 2 shall not be entitled to any additional refund (other than the initial refund as set forth in Option 2) at any time. All FCC’s expire on December 31, 2021 and are subject to published terms, conditions, and restrictions.
To the extent a guest does not elect either Option 1 or Option 2 by June 1, 2020, guest will be deemed to have accepted Option 1. Once Option 1 or 2 is elected (or deemed elected as set forth herein), it shall be deemed accepted, final, and binding.
Offer and its terms are subject to change.
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Thank you for your business and loyalty to Holland America Line. We are Committed to Your Success™.
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