After a few HAL cruises and when about to book another one, we learnt that our future cruise credit expired 2 months ago! Apparently it was only valid for 1 year but NOWHERE on our cancellation notice did it mention that. They are able to send multiple advertising emails every week but fail to notify their customers when their credit is going to expire! In 2022, we ended up cancelling a cruise after the itinerary changed so many times with no compensation for the adjustments and no flexibility for changing to a different cruise. We decided to use our HAL cancellation insurance leaving us with a future cruise credit for part of the refund. We thought we'd give them a chance to resolve this so we emailed them regarding our missing cruise credit on Aug 17, 2023. After over 1 month with no reply, we called them on Sept 26, 2023 and were given a case number and told someone would get back to us in 7-10 days. Then 16 days later and no reply, we called again and they informed us that many customers have experienced this and they are sticking to their policy and offering us nothing! The customer service rep told us that the expiry date is visable on the HAL app; however, you only use this app when on a cruise! Very poor customer service and policies in our opinion! How simple would it have been to just put a text line on the original cancellation refund notice to let us know that the future cruise credit is only valid for one year! Seems like a great way to get people to rebook rather than lose customers instead! This lack of transparency is concerning. We have many cruise plans in our future but we are done with Holland America unless they offer some form of compensation.
Not to our knowledge but it is gone now so I can't tell. I certainly never saw it there. The frustrating part was that we were never told in the first place. I have all the documentation from our cancelled cruise and no mention of the future cruise credit expiring after one year.