Holland American Cruise Lines - One Pass Cruises - attempt to change cruise date resulted in losing $ 700 deposit

# 9 for August 26, 2003

Complaints.com received the following consumer message on August 25, 2003:

From:

RE: Holland American Cruise Lines - One Pass Cruises - attempt to change cruise date resulted in losing $ 700 deposit

HOLLAND AMERICAN CRUISE LINES AND ONE PASS CRUISES

We had booked a cruise through One Pass Cruises (Continental Airlines-partner) on Holland American Cruise Lines to leave from Ft. Lauderdale November 2, 2003. This was a 7 day cruise. We paid for the entire cruise.

On Friday 8-22-03 I was told I was being called as a witness on a law suite that will start on 9-22-03 (I knew about that part) and continue on November 3, 2003, this is the one I did not know I was going to be called for. Since this would interfere with our 11-2-03 cruise I called One Pass and spoke with Hunter, I requested that we change the date of sailing from 11-2- to 11-16-03.

She called me back on Sunday, and said that since I gave less than 75 days notice (the actual # of days is 73) that I would be charged our deposit $700.00 as a cancellation fee and that I would not get this deposit back. I would have to give a brand new deposit of $700.00 and then go on with paying the cruise price.

My concern is we did not want to cancel the cruise, but simply change the date. Hunter told us, Holland American views this as a Cancellation and will keep the deposit?

Second, I do not know of any insurance, etc., that would cover for such issues as having to appear in court? I am a Insurance Examiner and many times would be called as a witness in a hearing, I would never have protection and would always be at risk for losing my deposit over and over. This one really hurts.

We had purchased airline tickets on top of this and we had to eat these at $259.00 per person So our out of pocket is $1283.00 with absolutely nothing to show for it.

I would like to let people know that while the travel industry is experiencing low revenues, they are doing nothing to endear people to them or their industry. I know we will tell every person we run into just how it is with them.

Please, Please make sure of everything prior to signing up with any Cruise line or Travel agent. On top of all of this the Travel agent has charged us $50.00 cancellation fee and a $15.00 fee. So this cancellation cost us BIG and we Get nothing for it.

I am doing my civic duty and must attend the court hearing. I can't get out of it and would not even if I could. This is all so wrong.

S. Robertson