Saturday, October 30, 2010

Holland American Line apologises

Holland America Line has finally replied to feedback (Excellent service on Ms Eurodam? Not in our case ) on my travelling group's experience during our New England cruise in September

The email from Ms Hanna Kielczewska, Special Advisor, Office of the President, says:

"Thank you for the email referring us to your web log concerning your ms Eurodam sailing on September 6, 2010. First and foremost, we are sorry for the disappointment you experienced.

Holland America Line acknowledges the significant personal impact felt by a guest who encounters multiple issues, large or small, on their cruise. The majority of our passengers sail without incident, and our satisfaction ratings remain extremely high.

"We endeavor to prevent problems, and try to remedy difficulties as they arise, but occasionally an unfortunate combination of factors causes an individual to be affected by several matters on the same cruise. The main concerns that you addressed were with regard to the embarkation procedure, the shore operations check-in staff, the laundry services, the price of bottled water as well as the onboard management decisions and follow up.

"Rather than respond to each of these points one by one, we would like to assure you that we take guest input very seriously. In light of your correspondence, we have registered all of your complaints against this sailing and have advised the appropriate senior management for their information and corrective action where necessary.

"Furthermore, we sincerely regret that you were dissatisfied with the itinerary on your cruise. Careful planning goes into choosing our cruise ship routes and port calls. We endeavor to offer fascinating destinations around the world so that our travelers may experience a rich diversity of people, places, and cultures.

"Although the port facilities at some locations may not be in the center of the areas of interest, we strive to offer a variety of optional shore excursions to enhance our guests’ experience and maximize their time ashore.

"Also, we periodically revise and update itineraries to appeal to our many repeat travelers, while maintaining numerous long-standing favorites. We do apologize if you feel that the ports of call on this sailing were not completely satisfactory and we hope that your next cruise itinerary will be more to your liking.

"We understand an apology will not erase the frustration you experienced on board; however, we appreciate your efforts in providing us with specific details on how we may improve. Your feedback is extremely valuable to us, as it is through constructive suggestions that we will be able to maintain the high standards toward which we consistently work.

"Staff will certainly redouble their efforts to meet our goal of consistent excellence. We thank you again for taking the time to provide us with your detailed comments. We hope you will give us another opportunity to welcome you on board again in the near future."

I am glad the cruise management took the trouble to reply at length to our complaints. It is a good example of how service providers should respond when they are faced with unhappy customers.

Many will stay it is so much words and that those promises must be seen to be fulfilled. I agree.


  1. Wow!!! I thought in view of the distance the feedback might not even garner a respond I was wrong! It is heartening to note the sincerity as if it is straight from the tone of Ms. Hanna.

    More importantly, by taking pro-active actions and looking at all the constructive feedback to improve their shortcomings would definitely get repeat visitors.

    I'm impressed and I wish them well :D

  2. Well,it is a big company and any adverse publicity without damage control will not do them any good.