A. Holland America should have honored its verbal commitment to assist you when your flight delay ended your cruise. It looks like your 7:15 a.m. flight was canceled because of a mechanical problem. The next flight didn’t leave until 10 a.m. This wouldn’t have given you enough time to reach your ship.
You booked your flights through Holland America’s Flight Ease program. This promises that if your flight is delayed or canceled by the airline on the day you are on your way to or from your cruise, their “staff is ready to assist you, 24/7.” They state, “We’ll even take care of any flight changes if needed to join the voyage at the next available port of call.”
But Holland America doesn’t promise that you will make your cruise or that it would refund your cruise under the Flight Ease program if you miss the boat.
You made several mistakes when you booked your cruise. First, you should always give yourself a cushion between when you arrive and when your ship leaves — preferably an entire day. You were cutting it too close. Second, always get travel insurance for your cruise. Insurance would have covered the full cost of your cruise. Flight Ease won’t.
Finally, in reviewing your paper trail, it looks like you spent a lot of time on the phone with Holland America. Certainly, when your flight is canceled, you’ll want to call your cruise line right away. But afterward, keep everything in writing so that you have a reliable paper trail showing your efforts to resolve the case. You may need to forward it to the Holland America executives whose names I publish on my consumer advocacy site, Elliott.org.
It looks like you were dealing with a Holland America cruise consultant when you booked your cruise and airfare. I don’t see any evidence that the Holland America agent recommended travel insurance to you. He should have done so.
More importantly, Holland America should have refunded your airline tickets. Under Department of Transportation rules, an airline must automatically refund you when it cancels a flight. It appears that your airline had done this, but Holland America didn’t pass the refund along to you.
I contacted Holland America on your behalf. It agreed to refund $759 in airfare in addition to the $832 in taxes and port fees that it had already returned. Unfortunately, you’re going to lose the value of your cruise. This is an expensive lesson that I wish you could have avoided.
Passengers stranded by a flight delay might not get their refund
