Holland America Line Customer Service

User Reviews, Ratings and Comments

Holland America Line customer service is ranked #36 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 82.20 out of a possible 200 based upon 12 ratings. This score rates Holland America Line customer service and customer support as Acceptable.


9 Negative Comments out of 12 Total Comments is 75.00%.


3 Positive Comments out of 12 Total Comments is 25.00%.

Issue Resolution




Product Knowledge

Acceptable Overall Customer Service Rating

  • Holland America Line

    Customer Service Scoreboard

    • 82.20 Overall Rating
      (out of 200 possible)
    • 9 negative comments (75.00%)
    • 3 positive comments (25.00%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 5.0 Issue Resolution
    • 6.1 Reachability
    • 3.0 Cancellation
    • 8.0 Friendliness
    • 6.5 Product Knowledge

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Posted by Anonymous

Please help - my sister, Jasmine Braidwood, tripped onboard the Oosterdam on Friday 2 September and broke her hip. She is presently in Clinic Barcelona where she has to undergo an operation. She is with her husband whom she has to do everything for as his memory is terribly bad. Is Holland America making sure that she has a representative from your company assisting making sure she has everything that she needs I.e., underwear, toiletries etc., and who can advise me what is happening. She really needs customer service assistance. Thank you

Posted by Anonymous

We would like to know the name of the shampoo and conditioner we used on the Zaandam during our cruise from Buenos Aries to Santiago as we were pleased with them.We were in the rear cabin on deck 6 port side.Our holiday was a splendid experience..

Posted by Linda Amster

I need assistance ASAP, please, about a bright blue woman's sweater --with a Joan Vass label, I think-- that I left in stateroom 595 when I debarked the Veendam in Quebec City on Saturday (30 August). I will gladly pay postage for its return.
I would appreciate your immediate response. Thank you very much.
Sincerely, Linda Amster
(FYI I tried several times today to reach HAL Customer Service and each time got a message saying that you were all in a meeting and to try calling again in 90 minutes. That was hours ago, and the message has not changed.
Since clearly Customer Service is non-existent today,there should have been a message to that effect/ That way, customers like me would not have been misled. )

Posted by Anonymous

trying to reach a real person concerning lost luggage

Posted by bachassoc

Re: Vollendam Alaska cruise July 25 to Aug. 1, 2012

Fabulous facilities, activities and crew.

Everything wonderful till last day. That's when we received our bill and found a charge of $175 for an item from the spa. After a massage, I was given a "gift" pack from Maricel and told to use the bath product twice weekly. She did not ask if I wanted it and did not tell me there was a charge for it. She did ask me to sign two copies of my bill, but did not say they were for separate items. This single event put a very black mark on an otherwise wonderful cruise.

Will you please ask for our refund from the spa They would not respond to my inquiry, and I feel that Holland America should be informed of this incident. ALSO, If there is a different department we should contact, please send me their email address.

Thank you,

Andrew Bachenheimer

& Morgan Hare

Posted by medoug

14 Day cruise on the Volendam 27/3/2012
New Zealand cruise.
Point 1 We were not told of the pre sail Mariners lunch.
2 Afternoon tea was not avalible when in port
in the Rotterdam resturant but was advertzed
in the dayly programme.
3 Service was slow in the resturnt & twice
we did not recive menu when seated at the tabel.
4 Lido resturnt was half close to cater for staff and fully close by 8.15pm at night & not opend untill 10.30 for super
5 No one was at the gang way to greet us when reboarding the ship. Unlike the Noordam
thay were there with refreshment & a frendly wecome.
In all this trip was not a patch on the trip
we done on the Noordam 18 month ago, after that trip we told all our freinds about Holland America & how great it was & some have booked. But we were very let down by this trip it seamed that ther was a lack of staff. Pleas reply regards Doug Woodward

Posted by karib12

I arrived home without my gold,large solitaire diamond ring in June. I contacted Holland America to see if it had been found in August. I was told if it had been found it would have been sent to Seattle and it would take 3 to 4 weeks. On January 9th I arrived home to find a parcel sent by Fedex containing my ring. Thank you so much, my faith in people has been restored. Obviously the best cruise line in the world.

Posted by Andreas

I wrote to the customer service 2 days ago, still no reaction from them...that's pretty bad,i mean i'm a marriner and did 4 cruises before with this line! But they are not able to give me a reply???

Posted by Disappointed Cruiser

Holland America has serious Health and Safety issues aboard the Statendam. These issues have existed for over a year (see numerous oomplaints going back to 2009) but have done nothing to correct the problems. Complaints about Cabins without functioning Air Conditioning and Toilets that do not work and/or leak all over the floor are received with a surprised attitude by ship personnel.
Complaints to the Seattle WA. headquarters havebeen ignored.

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Posted by fatcat28

Thank you, thank you. All I wanted to know before boarding our ship were the internet charges. I got the answer in 2 seconds from a well informed telephone operator. I didn't have to hang on for hours and talk to a dozen other people. It was so simple, and by the way, the charges are reasonable.

Posted by Holland American Lines

We just returned from a cruise 7 day inside passage from Seattle to Alaska.
This was our first cruise ever,we are so happy that we chose the ms Westerdam'
It started last September when we booked the cruise with our AAA travel agent in Redmond Washington.
This was going to be our once and a lifetime cruise,and also celebrate our 40th Anv. From
the time that we made our plans HAL and their
wonderful staff.
Made it not only a wonderful cruise that we will never forget but we felt that we at all
times were treated like royality. Just to name a few people on the ms Westerdam. Front
desk supervisor Romona,Tharma and Michael help me so that I could present to my bride of 40 years a diamond ring at the Pinnacle Grill our anv night of july 15th. What wonderful people you have working on board the ms Westertdam. Another person is the Manager of the Pinnacle Grill for his staff presenting the diamond ring on a silver platter to my wife during our evening meal.
4 other people I would like to mention is the dining room supervisor Nadine,wine steward Frank,table host Tiger and Jerry which is I have name wrong served us at table # 120 from 7-14-7-21-12.
Not only did these people take care of us but
went over board on making our cruise so personnel, that is why I am writing this letter to Holland American Lines to say thank you for taking care of us on such a wonderful experience.
We will because of this be booking another cruise with HAL, for their outstanding service and I do mean out standing excellent service while aboard the Ms Westerdam.

Warm Regards;
Mr.& Mrs Patrick Hurley
Redmond Washington

Posted by Joycepgh2

Very pleased with this customer service information for us. Thank you.

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