We are having a problem with our cruise!!
We cancelled our cruise on Sept. 20, 2022 (XQXQ2K) and the person we spoke to assured us that we would get future cruise credits on our account. We are elderly, and cancelled last minute due to Covid and still not feeling well enough to do an international trip!
On Sept. 23, 2022 (XDMG5W) we called Holland to ask if we could book a cruise for Dec. assuming we’d be well enough to travel then. I asked if we could book this before we received the FCCs. I was told we could do it since she was positive we’d have our credits before the cancellation date of Sept. 28th. I believed her and didn’t check my account. Once I attempted to go online we were hit with a hurricane, lost power, and out internet was down for days.
Today I was able to get through to speak to someone. Talked to three different people and got three different answers. Now we are being told we owe over $4,000 and would not be receiving any credits!!
We wouldn’t have booked the 2nd cruise if we knew we were losing that money from the previous trip!
We can’t afford now to book this 2nd trip without any credits!!! We also booked flights that we will now lose money on as well. We will have to cancel this cruise now, and do not want to be charged any more cancellation fees due to both agents giving us incorrect information!
I called a few times today and everyone I spoke to gave me a different answer. Then they just transferred the call to someone else at the same number. I need to talk to someone who can resolve this problem before we lose any more money!
I am so disappointed with the customer service from Holland, and if this problem isn’t resolved, I will never sail with them again!!
Someone should be held accountable for giving us the wrong information.
Would greatly appreciate any advice on who to call (besides general number/guest relations)
Thanks!!
