A easy miscommunication resulted in a pair being charged $800 for a shore tour they by no means even participated in.
In January of 2025, a cruise visitor, named Gabriele, and their accomplice launched into a Holland America Line crusing to Baja California (Mexico). As a part of their voyage, they hoped to partake in a well-liked whale watching shore tour.
This exercise prices $400 per individual – and regardless of the excessive price ticket – already had a ready record by the point the couple was seeking to reserve their spot.
They joined the record and remained hopeful that they might obtain phrase of spots opening up – and had been advised they might be given three days to authorize the ultimate buy if that occurred.
“Holland America confirmed our spot on the ready record and advised us that if spots opened up, it will notify us by e mail ‘on the best way to full the acquisition,’ giving us 72 hours to take action,” Gabriele advised “The New York Instances.”
However because the crusing approached, Gabriele and her accomplice had heard nothing from the Carnival-owned cruise line and selected to guide their very own whale watching journey by a personal vendor as a substitute.
Now, think about the couple’s shock after they found an $800 cost on their bank card and located a observe on their stateroom door telling them that that they had certainly been added to the tour quickly after embarking.
By this level, it was possible too late for the cruisers to cancel their different tour and get their a reimbursement – so this was now not welcomed information. Sadly, the shore excursions desk was not out there to help urgently.
“We went instantly, however the desk was closed. We returned the following morning, solely to be advised we had apparently missed a 48-hour post-purchase deadline to cancel,” Gabriele defined.
“However the discover didn’t point out any deadline — and extra outrageously, we had by no means agreed to the acquisition within the first place! Interesting to the supervisor didn’t assist, nor did a 53-minute name to visitor relations after the cruise,” the cruiser continued.
The couple assumed this may be a easy repair with the cruise line – particularly as a result of the couple both didn’t see or obtain the notification that spots opened up on the tour – however the visitor providers workforce initially refused to refund the $800.
A Change In Coverage
This cost was understandably fairly irritating – particularly as a result of the couple by no means really licensed the cost in the long run and did attempt to attain out for assist from the crew members before they had been capable of obtain it.
Because the couple was unsuccessful on their very own, “The New York Instances” reached out to Holland America Line on their behalf – and was capable of safe a full refund for the couple.
“This was our error, and we apologize for the error,” Jeanine Takala, a cruise line spokeswoman, advised the outlet.
Per Takala, the protocol for notifying company of latest data adjustments as soon as onboard – with communication taking place by the Navigator App and bodily letters in staterooms as a substitute of emails.
Nonetheless, the couple was unaware of this – and solely Gabriele’s accomplice used the app whereas onboard. In the event that they acquired a notification, they didn’t see it or didn’t perceive what it was.
Learn Additionally: 10 Worst Cruise Fails You Can Put together For
Moreover, Takala added that Holland America Line has additionally carried out a brand new coverage for wait-listed shore excursions as of Might 17, 2025 – which is necessary for all future company to pay attention to.
As an alternative of getting as much as 72 hours to answer affords to affix wait-listed shore excursions, company might have solely 24 hours to determine in the event that they nonetheless wish to be a part of.
“As of this week, when tour spots open up after the ship has set sail, wait-listed passengers shall be notified and given a brief interval (typically 24 hours, relying on when the tour is scheduled) through which to just accept the spot, or they lose it and gained’t be charged,” Takala wrote in a subsequent e mail to the information outlet.
However even with switching to a shorter response time, company nonetheless have the best to refuse or authorize the acquisition – which is a key step that obtained skipped right here.
The traditional default must be that cruisers who don’t present an affirmative response throughout the set time interval are then skipped and the chance is given to the following celebration on the waitlist – which is true of the brand new coverage.
Supply hyperlink
