PLEASE HELP- Holland America loaded our luggage onto another company’s ship

Oosterdam Cruise Review to Europe - Mediterranean

AMBBcruiser

Contributor Level: Deck Hand

Cruises: 7+ cruises

Review: 1

Helpful Votes: 26

Overall rating:

3.4 out of 5

12 Night Adriatic Dream (Venice To Rome)

Sail date: July 14, 2023

Ship: Oosterdam

Cabin type: Oceanview

Cabin number: 1001

Traveled as: Couple

Reviewed: 1 year ago

Review summary

Currently cruising on the Oosterdam on the 12-day Adriatic Sea cruise. When we boarded in Trieste, Italy on 7/15/23, Holland America had our bags loaded onto another company’s cruise ship. How is that even possible?? When they were finally able to locate where our luggage had gone, they told us to buy what we needed and to get ourselves “comfortable” and that we would of course be reimbursed. They’ve now told us that each guest will only be reimbursed $50…? When we were shocked by this amount, Eduardo (the Guest Director) shrugged his shoulders said “fine- if you don’t want it, don’t take it.” Who talks like that when the company itself has admitted fault? It’s been 6 days and we STILL do not have any of our luggage. We’ve asked to put our communication and terms discussed in writing because of the lack of accountability and they have refused to do so. This request did however trigger a demand letter for payment in full for all charges incurred onboard up to that point. This has been a cruise from hell. We’ve been working with the Front Desk Manager and Guest Director primarily. Does anyone have advice on how to actually obtain compensation or address this issue?? How hard is it to ship luggage from one port to another? Like seriously how hard can this be?? Do we stay here onboard racking up charges and hoping that our luggage will get to us before the end of the cruise? Or do we call our losses and go home now, hoping Holland America sends our luggage to our home? Has anyone been in this situation and have any insight?? TIA

Embarkation

1 out of 5

Ship experiences

Food and Dining

4 out of 5

Onboard Activities

4 out of 5

Service and Staff

1 out of 5

Ship Quality

3 out of 5

Cabin / Stateroom

5 out of 5

Ports of call

TRIESTE (VENICE), ITALY

1 out of 5

Sarande, Albania

5 out of 5

Katakolon (Olympia), Greece

5 out of 5

Disembarkation

4 out of 5

10 Comments

rhanne 1 year ago

Absolutely!! Did you get any travel insurance before went on this cruise. I NEVER cruise without insurance.

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Itspeace4me 1 year ago

Thank you for sharing.

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cruising2004 1 year ago

So sorry you’re having to deal with this. Hope it can be resolved soon. Thank you for sharing your experience.

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javawoody 1 year ago

One word. Insurance

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Gwbigdog 1 year ago

Agree insurance is the key.

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water227 1 year ago

...also, from my experience... please make sure you get accurate, detailed information before you leave the ship in black and white.... dates, crew members that you've spoken to, and anything else that pertains to your issue because once you leave the ship, you may never hear from them. 😞

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water227 1 year ago

Oh my goshhh, this is horrible. I am so sorry for your circumstances. $50.00 won't buy you a pair of pants and a blouse. Cruise lines are losing their touch. I've tried for over 3 months now to resolve an issue with Princess Cruise Line, and they ignored the request to send documentation regarding my Covid trip interruption. Sad we are at their mercy. Over time, this poor customer service will catch them. There is nothing worse than talking to a wall. I'm praying you get some resolve soon.

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Juner123 1 year ago

Were going on nieuw statendam in October,sorry that they’ve lost your luggage Maybe that rude man needs a bit of customer service training sounds like he’s in the wrong position. hope your insurance helps out until you get your luggage back. Try to enjoy the rest of your cruise and the ship.

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karlgrgurich 1 year ago

Good advice esrescuer!

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esrescuer 1 year ago

I'm so sorry that you are having the biggest cruise from hell in such a beautiful part of the world! The big question is do you have third party insurance, if so you need to check with them asap to see if they cover this situation and if they will reimburse you for the cost of having to buy new clothes, toiletries, etc. I do hope they find your luggage. If it was loaded on another cruise line ship and not retrieved before leaving the port, it may not be easy to get it to you before the end of the cruise especially if they are doing different itineraries. You need to find out which cruise ship your luggage went on so you can contact that company about it.

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