Had an issue with Holland America? Get a real response.
How to submit a complaint with Holland America
Australian guests can lodge Holland America complaints through onboard staff, phone, email, post, or via a travel agent. The fastest route depends on whether you are still sailing or following up after disembarkation.
Onboard — Guest Services Desk (fastest while sailing)
- Visit the Guest Services Desk as soon as the issue arises (cabin, dining, billing, or service).
- Onboard staff can authorise room moves, onboard credit, and amenity adjustments in real time.
- Ask for a written summary or case reference before leaving the desk.
By Phone — Holland America Australia Customer Service
- Australia Guest Services: 1300 987 322
- New Zealand Guest Services: 0800 449 676
- International line: +1 206 626 7350
- Hours follow North American business hours (Pacific Time) — allow for the time difference.
By Email — Written Record
- Holland America Guest Relations contact: guestrelations@hollandamerica.com
- Include booking number, ship name, sailing date, cabin number, and supporting evidence (photos, receipts).
- Best for past-sailing concerns where a paper trail matters.
Online Contact Form
- Use the Australia Contact FAQ hub for current bookings.
- Use the Past Sailing Inquiries & Concerns form for post-cruise issues.
By Post — Formal Written Complaint
- Holland America Line N.V., 450 Third Avenue West, Seattle, WA 98119, USA.
- Guest Relations fax: +1 (206) 301-5327.
- Recommended for formal disputes — send via registered mail.
Through Your Travel Agent
- If you booked through an Australian travel agent, they can lodge and escalate on your behalf.
- Often a faster route for Holland America cancellation refund and rebooking matters.
Holland America's Guest Relations team in Seattle handles Australian cases, so timelines factor in time zones and ship reporting. Standard Holland America cruise complaint resolution runs across several stages.
- Acknowledgement: Most email complaints are acknowledged within 5–10 business days.
- Case assignment: A Guest Relations Specialist is typically assigned as a single point of contact.
- Investigation: Reviewers cross-check onboard logs, cabin steward notes, dining records, and booking history.
- Senior escalation: Complex medical, refund, or port-change disputes may move to a Senior Manager.
- Resolution timeline: Standard cases close within 30–45 days, with refunds, Future Cruise Credits (FCCs), or goodwill compensation following.
- Communication: Updates arrive by email; phone follow-ups are available on request.
For unresolved cases, the publicly listed senior contact is Brett Swofford, Senior Manager of Guest Relations (bswofford@hollandamerica.com).
Common complaints against Holland America
Recurring themes appear across ProductReview.com.au, Trustpilot, Cruise Critic, and PissedConsumer. Holland America Line Noordam currently sits at 1.7 / 5 stars on ProductReview.com.au, signalling that complaint handling is a known pain point.
Refunds and Cancellations
- Long delays receiving refunds for cancelled cruises, shore excursions, and deposits.
- Payments debited instantly, but refunds can take weeks or months.
- Future Cruise Credits often offered in place of cash refunds.
Dietary and Dining Concerns
- Limited vegan and vegetarian options on multiple itineraries.
- Rushed dining service and buffet quality issues, particularly on MS Noordam and Westerdam.
- Running out of Australian wines on AU-departing voyages.
Port Changes and Itinerary Disruptions
- Last-minute port substitutions without compensation.
- Limited advance notice to guests.
- Inconsistent goodwill responses between similar cases.
Wi-Fi Quality and Onboard Charges
- Slow or unusable internet despite high paid charges.
- One Trustpilot review cited over USD $400 for unusable service.
- Difficulty obtaining onboard refunds for connectivity failures.
Ship Condition and Amenities
- Cold dining rooms reported on multiple sailings.
- Spa packages and dining venues closing early on final sea days without compensation.
- Cabin maintenance issues raised mid-cruise.
Communication and Response Times
- Customers report receiving no reply or acknowledgement from Guest Relations after written complaints.
- Multiple follow-ups often required.
- Email threads can stall without case manager assignment.
Boarding and Documentation Issues
- Cases of passengers denied boarding due to paperwork disputes.
- Inconsistent advice between phone agents and embarkation staff.
- Limited resolution channels in port on departure day.
Holland America complaints submitted through Ajust
How other consumers Holland America complaints got resolved
COVID-Era Refund Delay — Mediterranean Sailing
An Australian guest booked a May 2020 Mediterranean cruise that was cancelled due to COVID-19. They were initially refused a cash refund and offered only a Future Cruise Credit, but persistent written follow-ups and travel agent escalation eventually secured the cash refund months later.
Tip: Lodge in writing and keep every booking confirmation if you need to escalate.
Shore Excursion Refund — USD $400+ Cancelled Tour
A guest cancelled a shore excursion costing more than USD $400, but two months after disembarking the refund still hadn't appeared. Emailing guestrelations@hollandamerica.com with the excursion reference and booking number triggered the credit to the original payment method.
Tip: Always quote your booking number and excursion confirmation number in writing.
Service & Amenity Issues on MS Noordam
A returning cruiser flagged that spa packages and dining venues closed early on the last two sea days with no compensation. Raising the issue at the onboard Guest Services Desk and following up by email post-cruise secured a partial Future Cruise Credit as goodwill.
Tip: Raise issues onboard first — onboard goodwill is easier to obtain than post-cruise refunds.
If the first response misses the mark, follow this Holland America escalation path in order.
Step 1 — Request a Guest Relations Supervisor
- Call 1300 987 322 (AU) and ask specifically for a supervisor.
- Reference your existing case number to avoid repeating details.
Step 2 — Email Senior Management
- Write to bswofford@hollandamerica.com (Brett Swofford, Senior Manager of Guest Relations).
- Summarise prior contact attempts, dates, and the resolution you're seeking.
Step 3 — Escalate to Carnival Corporation
- Holland America's parent company is Carnival Corporation & plc, headquartered in Miami, USA.
- Useful when disputes involve multiple departments or unresolved senior responses.
Step 4 — Send a Formal Written Complaint by Post
- Holland America Line N.V., 450 Third Avenue West, Seattle, WA 98119, USA.
- Use registered mail for a delivery record.
Step 5 — Engage Your Travel Agent
- If your booking was made through an Australian agent, ask them to apply pressure.
- Agents have direct trade channels for refund and rebooking disputes.
Step 6 — Initiate a Credit Card Chargeback
- Available if a refund is wrongly withheld and you're within your card issuer's dispute window (typically 120 days).
- Provide written evidence of refund refusals and dates.
Holland America Line is foreign-flagged but sells in Australia, so the Australian Consumer Law (ACL) still applies to bookings made here. Australia has no dedicated cruise ombudsman, so escalations route through consumer regulators.
- Australian Competition and Consumer Commission (ACCC): Report misleading conduct, false advertising, or refund refusals (cruise refund ACCC matters). Phone: 1300 302 502.
- NSW Fair Trading: Complaints about NSW-based travel agents or conduct. Phone: 13 32 20.
- Consumer Affairs Victoria: Victorian agent or local conduct disputes. Phone: 1300 558 181.
- QLD Office of Fair Trading: Queensland-based complaints. Phone: 13 74 68.
- Australian Financial Complaints Authority (AFCA): Disputes involving travel insurance or credit card chargebacks. Phone: 1800 931 678.
- Small Claims Tribunal: Available in each state for monetary disputes once internal options are exhausted.
For broader cruise complaint Australia options and consumer advice, CHOICE maintains a useful contacts list.
- Holland America Australia homepage: Main entry point for AU guests and bookings.
- Contact Us FAQ hub: Central directory of contact channels — see Holland America contact for the full breakdown.
- Cancellation Policy: Official cancellation fees and timing windows.
- Cancellation Protection Plan: Coverage details for the optional protection plan.
- Call & Chat Availability: Current hours for phone and chat support.
- Holland America refund process: For refund-specific eligibility and timing, see the dedicated Holland America refunds guide.
- Holland America Line review Australia — ProductReview.com.au: Customer-submitted complaint and review history.
Holland America Complaints FAQs
How long does Holland America take to resolve a complaint lodged from Australia?
Holland America typically resolves Australian complaints within 30 to 45 days, with email acknowledgement in the first 5 to 10 business days. Cases route through Seattle's Guest Relations team, so factor in Pacific Time delays. To speed things up, quote your booking number, ship name, and sailing date in every message and request a single Guest Relations Specialist as your point of contact.
What's the fastest way to get a refund from Holland America for a cancelled cruise or shore excursion?
The fastest Holland America refund route is emailing guestrelations@hollandamerica.com with your booking and excursion reference numbers, then escalating through your Australian travel agent if it stalls. Cash refunds often take weeks, and Future Cruise Credits are commonly offered first. If the refund is wrongly withheld, lodge a credit card chargeback within your issuer's dispute window (typically 120 days).
Who do I escalate to if Holland America Guest Relations ignores my complaint?
Escalate to Brett Swofford, Senior Manager of Guest Relations, at bswofford@hollandamerica.com if Holland America Guest Relations stops responding. Summarise every prior contact attempt with dates and your desired resolution. If senior management also fails to respond, escalate to parent company Carnival Corporation in Miami, or lodge a complaint with the ACCC on 1300 302 502 for misleading conduct or refund refusals.
Does Australian Consumer Law apply to Holland America cruises booked in Australia?
Yes, Australian Consumer Law (ACL) applies to Holland America cruises booked in Australia, even though the ships are foreign-flagged. That means you have rights to refunds, replacements, or compensation for major failures. Australia has no dedicated cruise ombudsman, so unresolved disputes route through the ACCC, your state fair trading office, AFCA for payment disputes, or a small claims tribunal.
You’ve done your part, now it’s time to hold Holland America accountable.
Take the final step and submit a complaint that gets seen and responded to.