Thursday, November 16, 2006

Holland America

On Monday we brought you the story of Wayne Jones, the hapless vacationer who booked a February cruise with Holland America for $849, only to be told weeks later that the price was a mistake and he owed an additional $550.

Turns out Jones isn't the only one in this predicament. In the wake of our item, we heard from half a dozen other vacationers who recently booked and paid for upcoming Holland America trips only to have the line later tell them that the prices weren't valid and they'd have to pay more.

Now comes word from Holland America that, yes, it was the line's fault. But they're still not going to honor the lower fares.

In a response to questions from USA TODAY, the line issued a statement late yesterday admitting responsibility for the mix-up, which it says has affected bookings on 10 cruises. The situation in a nutshell: For a four-day period in September, the line accidentally sold cabins on the Noordam at lower prices than it intended due to an in-house error. Now it's requiring that passengers who booked the deals pay hundreds of dollars more.

"This is not a situation that we took lightly," Holland America spokeswoman Rose Abello wrote to USA TODAY. "After fully reviewing all of the facts, however, our conclusion was that we were not able to offer the mistaken rate."

Abello wouldn't say how many people are affected. But she says it wasn't just cruisers who booked through Jones' travel agent, Expedia. Vacationers who booked through several travel agencies are affected, she says.

Abello says that as a token of goodwill, affected passengers will get a shipboard credit of $100. "We wish this situation had never occurred, but despite one’s best efforts, mistakes do happen," she says. "We understand that this was disappointing to some."


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