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Updated Statement Regarding Westerdam

Update: 3/4/2020 4 pm Pacific Time

Holland America Line has consistently stated there was no evidence or indication of any cases or suspected cases of COVID-19 (coronavirus) on Westerdam. All guests and crew have been reported clear of COVID-19.

We believe the one “positive” result was a false-positive, as repeated testing of the guest have been negative and not a single other guest or crewmember has been diagnosed with COVID-19.

This was affirmed Feb. 21 (local date) at a press conference by Malaysia’s Deputy Prime Minister Wan Azizah Wan Ismail and a local press release quoting Cambodia’s Honorable Prime Minister Hun that the Cambodian government has “doubt” over the accuracy of the initial health testing for the woman as she “has been tested repeatedly for Covid-19, with the results showing that she is clear of the virus.” He reiterated that “no viral infections have been found among the more than 2,000 passengers and crew of Westerdam.” He also declared that “justice is given to Cambodia and all the passengers on the ship.”

Update: 2/20/2020 5 pm Pacific Time

Due to the uncertainty of ports accepting cruise ships in Asia, Holland America Line has decided to cancel Westerdam’s four March and April 2020 Asia cruises.

The cancelled cruises include:
• March 14–28, 14-day South Korea and Japan, sailing roundtrip Yokohama, Japan.
• March 28–April 11, 14-day Japan Explorer, sailing roundtrip Yokohama.
• April 11–25, 14-day Japan and Russia, sailing roundtrip Yokohama.
• April 25–May 10, 16-day North Pacific Crossing, sailing Yokohama to Vancouver, British Columbia, Canada.

Details and itineraries regarding Westerdam deployment through early May will be provided in the coming days.

Holland America Line has been closely monitoring the very fluid and evolving situation with respect to the ability to successfully operate cruise itineraries in Asia due to the regional concerns surrounding COVID-19. We never want to disappoint our guests, however we are not confident that we could deliver a cruise experience that meets their expectations.

All guests will receive a full refund of the cruise fare paid. Each guest will also receive a future cruise credit of 25-50% of fare paid depending on the departure date and reimbursement of any travel cancellation fees.

Guests on impacted cruises or their travel advisors may call 1-800-577-1729 or 206-626-7385, Monday through Friday, 7 a.m. to 5 p.m. Pacific Standard Time.

Update: 2/20/2020 2 am Pacific Time
The Cambodian Ministry of Health has issued a statement confirming that all 747 crew on board Westerdam have tested negative for COVID-19. This in addition to the announcement yesterday that 781 guests in Cambodia tested negative and were cleared to begin their travels home. All testing was conducted by the Pasteur Institute in Phnom Penh.

Twenty-five crew members were originally scheduled to disembark the ship on Feb. 15 at the end of their work contracts. They will now begin their travels home. The rest of the crew will remain on Westerdam to continue their work contracts.

This completes the testing ordered by the Cambodian Ministry of Health related to Westerdam. It is anticipated the ship will remain alongside in Sihanoukville, Cambodia, for a few more days until its future itinerary is finalized. The next scheduled cruise on Feb. 29 was previously cancelled.

Holland America Line sincerely thanks Cambodia’s Honorable Prime Minister Hun, the Cambodian Ministry of Health and all those in Cambodia who have worked so hard to get our guests home and help clear our crew.

Our sincere gratitude also goes to the U.S. Embassy in Cambodia for all of its hard work and support. We also appreciate the embassies from several other nations that provided their vital assistance and our flag state of the Netherlands for its many efforts.

We would also like to thank the regional authorities from the World Health Organization (WHO) and U.S. Centers for Disease Control and Prevention (CDC) for their guidance.

Update: 2/19/2020 9 am Pacific Time
Holland America Line will be making a decision on all of Westerdam’s remaining Asia sailings by the end of the week. We would like to thank everyone for their extreme patience and understanding during this unprecedented situation.

Update: 2/18/2020 10 pm Pacific Time
The Cambodian Ministry of Health has issued a press release confirming that 781 Westerdam guests have tested negative for COVID-19. This completes the guests’ testing.

These results provide the required clearance for remaining guests in Cambodia to begin their onward journey home. The company is working to finalize arrangements for everyone. Those who travelled home previously will be contacted by their local health department and provided further information.

Westerdam will remain alongside in Sihanoukville, Cambodia, for at least a few more days until testing is complete on the 747 crewmembers on board.

Update: 2/18/2020 2:30 pm Pacific Time
We know that guests booked on Westerdam Asia sailings March 14 and beyond have questions and would like an answer soon. We appreciate the many perspectives on this issue. Please know this is high on our priority list, and we fully appreciate the questions around timing given the announcements of others. There are many factors that go into these decisions, including what other options might be. We kindly request your understanding of this extremely complex situation. Thank you.

Update: 2/17/2020 9:30 am Pacific Time
As we are still working through the extremely complex factors and decisions of itinerary planning, no cancellations for cruises with departure dates beyond Feb. 29 have been announced at this time. We understand that our guests are eager to learn more about their departures, and we are assessing future cruise itineraries as quickly as possible. We will announce an update as soon as plans are finalized. Thank you for your understanding and patience.

Update: 2/17/2020 3:45 am Pacific Time
Westerdam remains alongside in Sihanoukville, Cambodia, where officials from the Cambodian Health Ministry are on board today to complete testing for COVID-19 on the 255 guests and 747 crew that are awaiting clearance. We anticipate this will take several days and greatly appreciate the thoroughness of all authorities involved in resolving this situation.

Guests at a hotel in Phnom Penh have all completed the COVID-19 screening. Results are being returned when completed, with the first batch of 406 all being negative. Cleared guests may travel home, and arrangements are being made for those guests.

Guests in both locations are being very well cared for, including assistance with any medications needed. A full team is on the ground in both Sihanoukville and Phnom Penh, including Holland America Line’s President Orlando Ashford. We are communicating updates regularly as new information becomes available. A special hotline has been established for families.

One female guest remains in a hospital in Malaysia with a reported positive result for COVID-19 according to Malaysian Deputy Prime Minister Dr. Wan Azizah Wan Ismail. She is currently in stable condition. Her traveling companion tested negative for COVID-19.

“We are in close coordination with some of the leading health experts from around the world,” said Dr. Grant Tarling, Chief Medical Officer for Holland America Line. “These experts are working with the appropriate national health authorities to investigate and follow-up with any individuals who may have come in contact with the guest.”

Holland America Line continues to work closely and in compliance with government and health officials in Malaysia and Cambodia, as well as experts in the U.S. Centers for Disease Control (CDC) and the World Health Organization (WHO). At this time, no other guests or crew on board or at the hotel have reported any symptoms of the illness. Guests who have already returned home will be contacted by their local health department and provided further information.

Prior to arrival in Sihanoukville, Cambodia, Holland America Line undertook significant precautions to ensure the health and safety of our guests and crew. On Feb. 10, 2020, all 2,257 passengers and crew were screened for illness including the taking of individual temperatures. No individual at that time was identified with an elevated temperature. Guests who were able to disembark in Cambodia underwent additional health screening and temperature checks. Furthermore, the passports of everyone on board were reviewed to ensure no one had traveled through mainland China in the 14 days prior to the cruise.

During the voyage there was no indication of COVID-19 on the ship. The guest who tested positive did not visit the ship’s medical center to report any symptoms of illness. An additional 20 guests who reported to the medical center during the cruise were tested by health officials for COVID-19, and all results were confirmed negative.

Holland America Line will provide a further update once we have more information. 

Update: 2/16/2020 2:50 pm Pacific Time
Out of an abundance of caution, Holland America Line has decided to cancel the Feb. 29 cruise of Westerdam. The ship was due to depart Yokohama for a 14-day round trip cruise visiting mostly Japanese ports.

Holland America Line has been closely monitoring the very fluid and evolving situation with respect to the new Covid-19 that originated in mainland China. The difficult decision to cancel this cruise comes after carefully considering the highly dynamic and unpredictable changes seen the past couple of weeks in travel restrictions and port operations that could affect the cruise.

All guests will receive a full refund. Each guest will also receive a 50% future cruise credit and reimbursement of cancellation fees.

While this decision will be disappointing for our guests, we feel they will understand the commitment to looking after the safety and well-being of our guests, crew and the places we visit.

Guests on impacted cruises or their travel advisors may call 1-800-577-1729 or 206-626-7385 Monday through Friday, 7:00 a.m. to 5:00 p.m. Pacific time.

No cancellations for cruises with departure dates beyond Feb. 29 have been announced at this time. However, we are assessing future cruise itineraries and will communicate details as soon as plans are finalized.

Update: 2/16/2020 5:24 am Pacific Time
Testing done in Malaysia on a Westerdam guest who disembarked the ship to fly home was reported positive for COVID-19, as confirmed by a statement by Malaysian Deputy Prime Minister Dr. Wan Azizah Wan Ismail at a press conference. The guest departed Westerdam February 14 and later reported feeling ill at the Kuala Lumpur, Malaysia airport. The guest was taken to the hospital and is reported to be in stable condition. The guest’s traveling companion tested negative for COVID-19.

Holland America Line is working closely with government and health officials in Malaysia and Cambodia and experts in the U.S. Centers for Disease Control (CDC) and the World Health Organization (WHO). At this time, no other guests or crew, either on board or on their way home, have reported any symptoms of the illness. Guests who have already returned home will be contacted by their local health department and be provided further information.

“We are in close coordination with some of the leading health experts from around the world,” said Dr. Grant Tarling, Chief Medical Officer for Holland America Line. “These experts are working with the appropriate national health authorities to investigate and follow-up with individuals who may have come in contact with the guest.”

On Feb. 10, 2020, all 2,257 passengers and crew on board Westerdam were screened for illness including the taking of individual temperatures. No individual was identified with an elevated temperature. Also during disembarkation in Cambodia guests underwent an additional health screening including the completion of a written health questionnaire. Furthermore, the passports of everyone on board were reviewed to ensure no one had traveled through mainland China in the 14 days prior to the cruise. During the voyage there was no indication of COVID-19 on the ship. The guest who tested positive did not visit the ship’s medical center to report any symptoms of illness. An additional 20 guests who reported to the medical center during the cruise were tested by health officials for COVID-19, and all results were confirmed negative.

Westerdam is alongside at Sihanoukville, Cambodia, with 747 crew and 233 guests who are awaiting their final travel arrangements. The remainder of guests from the voyage departed Sihanoukville via charter flights to Phnom Penh and are in various stages of transit home.

Holland America Line will provide a further update once we have more information. 

Update: 2/15/2020 10:40 am Pacific Time
While the first results have been reported, they are preliminary at this point and we are awaiting secondary testing for confirmation.

We are working with officials in Malaysia, Cambodia and the U.S. CDC as is standard.

On Feb. 10 all 2,257 passengers and crew on board Westerdam were temperature-tested and not one person had an elevated temperature. Disembarking guests also completed a written health questionnaire and the passports of everyone on board were reviewed to ensure no one had traveled through mainland China in the prior 14 days. During the voyage there was no indication of Covid-19 on the ship.

Westerdam is alongside in Sihanoukville, Cambodia, with 236 guests and 747 crew on board. The remainder of guests from the voyage departed Sihanoukville via charter flights to Phnom Penh yesterday and today and are in various stages of transit home.

Update: 2/15/2020 6 am Pacific Time
We are aware of flight delays and are making alternate arrangements for all impacted guests. Hotel accommodations have been provided and our team on the ground is assisting our guests getting food and services. We will continue to work with them on booking onward flights home.

Westerdam is alongside in Sihanoukville, Cambodia, with 236 guests and 747 crew on board. The remainder of guests from the voyage departed Sihanoukville via charter flights to Phnom Penh and onward yesterday and today.

Westerdam was on a 14-day cruise that departed Hong Kong Feb.1, 2020, and was scheduled to end Feb. 15 in Yokohama, Japan. There were originally 1,455 guests and 802 crew on board during the cruise.

Update: 2/13/2020 11:15 am Pacific Time
The Cambodian Health Ministry has announced that the 20 samples taken onboard Westerdam have all been confirmed as negative for coronavirus by the Pasteur Laboratory in Phnom Penh. As stated in previous communications, there were never any suspected cases of coronavirus on board.

We sincerely thank all those in Cambodia who have demonstrated a willingness to welcome us with an open mind and make decisions based on facts.

“We also extend our deepest gratitude to President Trump, Cambodia’s Honorable Prime Minister Hun Sen, Canadian Foreign Minister Champagne, elected officials across the country and governments around the world for providing support and being effective allies in bringing our guests home,” said Stein Kruse, Group CEO, Holland America Group and Carnival UK. “We are pleased with the successful resolution of this challenging journey that was complicated by unfounded fears stemming from erroneous information with respect to the medical condition of Westerdam’s guests and crew. This has all been a terrible and unfortunate misunderstanding that has impacted 2,257 people on board and hundreds of others shoreside who have worked 24/7 to get our guests home.”

Cambodian authorities have granted clearance to Westerdam to begin disembarkation of guests the morning of Feb. 14, 2020, in Sihanoukville. Flight details are being communicated to guests as they are finalized, and it is expected that a full disembarkation will take a few days given the charter flight schedule. During this time, guests will remain comfortably on board with full service in operation.

In addition to homeward travel provided by Holland America Line, guests have received a 100% refund of their cruise fare, plus an additional 100% future cruise credit. We hope that guests on this voyage will join us again and sincerely thank them for the many compliments we have received for our crew and the acknowledgements that this situation was out of our control.

Update: 2/12/2020 3:30am Pacific Time

Westerdam is now sailing for Sihanoukville, Cambodia, where the current cruise will end. We will arrive at 7:00 a.m. local time on Thursday, Feb. 13 and will remain in port for several days for disembarkation. Guests will be able to go ashore. All approvals have been received and we are extremely grateful to the Cambodian authorities for their support.

Guests will disembark in Sihanoukville over the next few days and transfer via charter flights to Phnom Penh for forward travel home. Holland America Line will arrange and pay for all flights home, in addition to the full cruise refund and 100% future cruise credit already communicated.

Future Westerdam voyage plans are still being finalized. The Feb. 15 cruise scheduled to embark in Yokohama has been cancelled. No cancellations for cruises with departure dates beyond Feb. 15 have been announced at this time. However, we are assessing the impact of current port restrictions in Asia on cruises departing Feb. 29 or later. We will communicate details as they become finalized in the next few days.

Westerdam was on a 14-day cruise that departed Hong Kong Feb.1. There are 1,455 guests and 802 crew on board. The cruise was previously scheduled to disembark Feb. 15 in Yokohama, Japan.

All guests on board are healthy and despite erroneous reports there are no known or suspected cases of coronavirus on board, nor have their ever been.

The latest information will continue to be posted under the News & Travel Advisory section of hollandamerica.com.

Update: 2/11/2020 12:03am Pacific Time

We are aware of the reports regarding the status of Westerdam’s call to Laem Chabang (Bangkok), Thailand. We are actively working this matter and will provide an update when we are able. We know this is confusing for our guests and their families and we greatly appreciate their patience. We have no reason to believe there are any cases of coronavirus on board the ship despite media reports.

Update: 2/10/2020 12:45am Pacific Time

Westerdam is sailing for Laem Chabang (Bangkok), Thailand, where the current cruise that departed Feb. 1 will end on Thursday, February 13. Guests will be disembarking in Laem Chabang and transfer to Bangkok for their forward travel home. This new schedule has been communicated to guests on board. The cruise was previously scheduled to disembark Feb. 15 in Yokohama, Japan.

All guests will receive a 100% refund for the 14-day sailing, as well as a 100% Future Cruise Credit.

Following the disembarkation of guests, Westerdam will depart Laem Chabang. The Feb. 15 cruise scheduled to embark in Yokohama has been cancelled. No cancellations for cruises with departure dates beyond February 15 have been announced at this time. However, we are assessing the impact of current port restrictions in Asia on cruises departing Feb. 29 or later. We will communicate details as they become finalized in the next few days. The latest information will continue to be posted under the News & Travel Advisory section of hollandamerica.com.
Again, we sincerely thank our guests and the crew on Westerdam — and their loved ones — for their patience during this extraordinary time.

Update: 2/7/2020 1:00pm Pacific Time

Westerdam is currently sailing on a southwesterly course off the coast of Taiwan to best position the ship to access potential port locations where we can disembark our guests. We are evaluating several options and working with different governments for a swift resolution.

Guests on board continue to be safe and well cared for. The ship is not in quarantine and we have no reason to believe there are any cases of coronavirus on board despite media reports. The ship has sufficient fuel and food provisions to last until the end of the voyage. We are providing free internet and phone access for guests and crew to stay in contact with their loved ones. Guests have been provided a full refund and a future cruise credit.

This is a very dynamic situation as we continue to manage around evolving and changing restrictions in the region. We sincerely thank our guests and crew on Westerdam — and their loved ones — for their patience during this extraordinary time.

The latest information will continue to be posted under the News & Travel Advisory section of our website at hollandamerica.com.

The Westerdam’s Feb. 15 cruise has been cancelled and guests have been notified. No cancellations beyond Feb. 15 have been announced at this time. However, we are assessing the impact of current port restrictions in Asia on cruises departing Feb. 29 or later. We will communicate details as they become finalized.

For all of our cruises, we continue to monitor the evolving situation with respect to the coronavirus that originated in mainland China, and our medical experts are coordinating closely with global health authorities to implement enhanced screening, prevention and control measures for our ships globally.

Measures we are implementing include:

· Guests who have traveled from or through mainland China, Hong Kong or Macau, or had contact with a suspected or confirmed case of novel coronavirus (2019-nCoV) or a person who is under monitoring for coronavirus in the last 14 days prior to sailing, will not be permitted to board the ship.

· Pre-boarding medical evaluations, including temperature checks, for persons who, for any reason, appear or identify as symptomatic (respiratory or fever symptoms).

· For all guests, our standard pre-boarding health form advising of their obligation to report any illness or symptoms of an illness.

· Medical screening for coronavirus of all guests who visit our onboard Medical Center with symptoms of any respiratory illness.

· Reporting to local and national health authorities of all cases of fever or respiratory illness, and any patients with suspected coronavirus infection.

· Crew members from mainland China will be delayed from joining any ship until further notice. Crew members from other regions of the world who may have been scheduled to connect on flights through China have been rerouted.

· Additional environmental disinfection on board will be performed in addition to our regular stringent cleaning and sanitation protocols.

The above is subject to change at any time based on the interests of health and safety of our guests and crew as well as any other requirements that may be imposed by local authorities.

Westerdam is on a 14-day Taiwan & Japan cruise that departed Hong Kong Feb.1. and was scheduled to end at Yokohama Feb. 15. There are 1,455 guests and 802 crew onboard, of which 687 guests continued on the Feb. 1 sailing from the previous voyage.

Update: 2/6/2020 10 PM Pacific Time:

Guests on board Westerdam continue to be fully safe and secure. The ship is currently in a holding pattern off the coast of Japan, southeast of Okinawa, while we are working to finalize a new port of disembarkation. Please be assured that the ship is not in quarantine and we have no reason to believe there are any cases of coronavirus on board despite media reports. The ship has sufficient fuel and food provisions to last until the end of the voyage. We are providing free internet and phone access for our guests and crew so they can contact loved ones at home, though internet access in general has been challenging in the area. We are making regular announcements on board.

We want to thank everyone on board Westerdam for their patience and understanding during this extraordinary situation.

We also announced earlier today the cancellation of the Feb. 15 Westerdam cruise. Guests and their travel advisors have been notified. We truly regret having to disappoint our guests.

No additional cancellations of cruises beyond Feb. 15 have been announced at this time. However, we are assessing the impact of current port restrictions in Asia on Westerdam cruises departing Feb. 29 or later. We know booked guests are anxious to understand how their booked cruise may be impacted and we will communicate as soon as new details become finalized.
The latest information will continue to be posted under the Travel Advisory section of our website at: https://www.hollandamerica.com/en_US/news/coronavirus-travel-advisory.html

Update 2/6/2020 10 AM Pacific Time:

Holland America Line has been notified that the Japanese Government will not permit Westerdam to call in Japanese ports. The ship had been scheduled to call to Ishigaki Island, Naha, Okinawa, Nagasaki and Fukuoka (Hakata), before its scheduled turn in Yokohama on Feb. 15, where the next cruise was scheduled to embark. The ship is not in quarantine and there are no known cases of coronavirus on board.

We are quickly working to develop alternate plans and are keeping guests updated on board as information becomes available. As well, the latest updates will be posted under the Travel Advisory section on our website as soon as they are known. The next cruise that was scheduled to embark in Yokohama on Feb. 15 has been cancelled. Booked guests and their travel advisors will be notified.

We are closely monitoring the evolving situation with respect to coronavirus that originated in mainland China and our medical experts are coordinating closely with global health authorities to implement enhanced screening, prevention and control measures for our ships globally.

Measures we are implementing include:

• Guests who have traveled from or through mainland China, Hong Kong, or Macau, or had contact with a suspected or confirmed case of novel coronavirus (2019-nCoV) or a person who is under monitoring for coronavirus in the last 14 days prior to sailing will not be permitted to board the ship.
• Pre-Boarding medical evaluations, including temperature checks, for persons whom, for any reason, appear or identify as symptomatic (respiratory or fever symptoms); and
• For all guests, our standard pre-boarding health reporting advising of their reporting obligations for any illness or symptoms of an illness.
• Medical screening for Coronavirus on all guests who visit our onboard Medical Center with symptoms of any respiratory illness.
• Reporting to local and national health authorities of all cases of fever and respiratory illness, and any patients with suspected Coronavirus infection.
• Crew members from mainland China will be delayed from joining any ship until further notice. Crew members from other regions of the world who may have been scheduled to connect on flights through China have been rerouted.
• Additional environmental disinfection onboard will be performed in addition to our regular stringent cleaning and sanitation protocols.

The above is subject to change at any time based on the interests of health and safety of our guests and crew as well as any other requirements that may be imposed by local authorities.

Westerdam is on a 14-day Taiwan & Japan cruise that departed Hong Kong on Feb. 1. There are 1,455 guests and 802 crew on board, of which 687 guests were continuing on the Feb. 1 sailing from the previous voyage.

93 Comments
  • Arcady and Alla Griff, Izabela Kogan, Nicolay Slusar

    When will you make the decision about the February 29 sailing on the Westerdam? It should be cancelled with a full refund and air compensation.

  • Maureen Sharp

    We r scheduled for the Feb. 29 cruise from Japan (originally out of Sganghai)….PLEASE update us on the status of this cruise.

    We do not want to float around without stopping for 2 weeks like this last Westerdam cruise never knowing where we will end up.

  • Debbie Stearns

    We are booked on the Westerdam’s March 14 cruise to Japan/South Korea; we planned on flying to Asia a week early to spend time in Singapore before the cruise. We really would like to know if this cruise is going to be cancelled prior to flying all the way to Asia; we don’t want to arrive and find out only a few days in advance that our cruise is cancelled. Will the Westerdam be allowed in any ports after all of the trials and tribulations it has gone through? I worry that HAL has lost credibility after assuring everyone that no one on board has COVID-19, and now a passenger has been confirmed as having the virus.

  • Dominic

    My wife and I are booked on your March 14 cruise out of Yokohama. The Feb 29 was just cancelled as of today Sunday Feb 16. When will we find out about March 14? We have independent air and already have racked up extra costs for the switch from Hong Kong to Tokyo.

    Additionally, I understand that HAL despite cancelling the Feb 29 is only offering a 50% future cruise credit along with a refund. Normally with cruises less than 30 days cancellation by the cruise line, the other big players give a 100% cruise credit for a future cruise on top of the refund. In this case the 29th was cancelled with less than 2 weeks notice.

  • Hodges

    My husband and I have booked via “imaginecruising” flying from Adelaide to Tokyo via Hong Kong with a 4 day stay in Tokyo before boarding the Westerdam I am not sure who to deal with HAL or IC my husband is in his late 70’s and we would not like to take the risk Any advice please Georgette

  • Brian McCully

    We believe HAL did a wonderful job in resolving the Westerdam cruise. We have sailed with HAL before and have always had a great tme.
    The ship & will need tlme off for cleaning and the crew time off for R&R after this.

    We are booked on the Westerdam for 14 days around Japan & Russia 11 april. I believe this cruise should be canceled due to Japans high rate of cases of the virus at this tme, making getting on to the ship & port calls a health risk. We are now at risk of losing most or all of our fares due to the canelation policy which i agreed to.
    However this situation is extreme. Prompt action regarding Westerdams future asian cruises would be appreciated

  • Marita Rogers

    My friend and I are scheduled to sail out of Yokohama on April 11, 2020. Would appreciate some word from HAL on whether it will be honoring these future sailings in March and April, or how our cancellation deadlines will be handled.

  • Peter Alton Murphy

    HA seemed to have done their best in a very difficult situation with Westerdam. But I believe now they do require to take the extra step regarding sailings for the next few months on Westerdam and cancell it’s Far East itineraries.
    We were due to board in Hong Kong on the 14th of March to visit China mostly and Japan.
    Like other travellers we suspect the destination was the prime reason for booking, Westerdam future itineraries are uncertain and probably do not resemble those booked. I am aware that future Westerdam cruise passengers have been offered free cancellations and cruise credit.
    HA need to confirm this and put your supporters out of their misery and cancel future Asia cruises Now!
    Thank you

  • Linda

    Why don’t you even have the decency to answer these questions? Very poor customer service. People are worried, stressed, anxious. Just cancel the remaining cruises in Asia for an alternate destination and then head back to NA for the Alaska season.

    Come on Holland America, resume your previous explarary customer service and particularly to your seniors, who are, after all, your bread-and-butter cruise passengers. Seniors particularly do not handle stress well.

  • Mavis Partridge

    We are due to sail from Tokyo on Apri 11th, we a re very concerned now about this cruise as we are ovedr 70, in the risk age, and our Travel Insurance does not cover this virus. As Princess and Royal Caribbean have cancelled all cruises in this region until at least June 2020 we would have thought a cruise line of the size and calibre would have made the similar decision by now, why would we cruise to this region when 2 of the biggest cruise lines are not going there. A quick response please HAL.

  • Amanda Mas

    When will you make the decision about the April 11 sailing on the Westerdam? It should be cancelled with a full refund. I’m a very high risk and it is so unfair to keep passengers hanging when air and other trip components are involved. I was told they can’t cancel without penalties, regardless of my condition. Also my insurance will not reimburse since is considered an epidemic.

    Canceling a week before and with no refund, you only are looking for the company and not your customers that keep you in business.

  • Amanda Mas

    When Holland America make the decision about the April 11 sailing on the Westerdam? It should be cancelled with a full refund. I’m a very high risk and it is so unfair to keep passengers hanging when air and other trip components are involved. I was told they can’t cancel without penalties, regardless of my condition. Also my insurance will not reimburse since is considered an epidemic.

    Canceling a week before and with no refund, you only are looking for the company and not your customers that keep you in business.

  • Kevin Nowland

    4th email to you.
    Looking forward to our 28 days cruise from Yokahoma on 28th March if it is deemed safe and resembles what was intended and what we were forced to pay in advance.
    Agree with others that as HAL is part of a substantial and professional group, it’s time you notified your customers as to whether the cruise will be commenced or otherwise.

  • Roberto Cantu Villarreal

    Hats off to your team. You have responded and taken responsibility. Have received all the proper refunds on my privately purchased airfare to Hong Kong, all my booked tours, all my hotels reservations. My travel consultant Mitch have keep me constantly informed.
    One suggestion…have you considered relocation. I’m schedule for the March 14th voyage on the Westerndam. My wife and I would love it. I believe the Westerndam next voyages are in South America. Perhaps moving a little early with some stops along the way? 🙏🙏🙏

  • Rashid

    HAL cancelled the 15 February sailing because there was no way around that difficulty. They held out on the 29 February sailing until 16 Feb and then cancelled that one “…out of an abundance of caution…” (whatever that might mean). So sorry Ms Shiela Fletcher if you dod not hold out because if you did you would have received a “…full refund … a 50% future cruise credit and reimbursement of cancellation fees”. That late decision left the unfortunate a short 2 weeks to make alternate holiday plans. It seems that HAL holds out until the last possible moment, hoping that most, if not all, will take the “cruise credit option” and not have to refund and compensate. That is most unfair and seems to be the modus operandi for the 14 March sailing (and the ones beyond that). Come on HAL….do the right thing now!

  • Sharlene van der Slikke

    Dear HAL
    We have been avidly following your fantastic BLOG and have been encouraged by the positive feedback. Thank you. We can imagine there are innumerable factors to consider with plans going forward. It is rather stressful to say the least, our thoughts are with you whilst you work this one out. Our predicament is 2-fold, tickets are booked with Cathay via Hong Kong for cruise departing Yokohama 25th April. We see Japan is accepting flights via Hong Kong however we understand any HAL ships will not accept anybody transiting via Hong Kong. It is simple enough to cancel tickets and re-book with another airline (which one) however what if we do that AND our fully paid up cruise gets cancelled? This cruise is a BIGGIE for us…. We have prudently looked at other cruises with HAL around this time and Triple Denali L&S appeals!!!! Just then, the flights will be an issue we think….. Any advice at this time??? Shew, but this is stressful! Good luck to us all

  • Myrtleanne Wilson

    We are booked on the March 28 cruise We have just had confirmation that our medical aid Profmed will NOT cover any medical expenses for any trips to any Asian country . I wonder if others realize whether they have medical cover ?
    This situation is HOPELESS

  • David Fullerton

    HAL just announced they will make a decision this week regarding remaining Asian cruises this season for the Westerdam

  • Joy

    My husband and I are due to sail on the 29th March. I can’t help thinking about the mental health and wellbeing of all the staff/crew aboard the Westerdam right now. As well as dealing with the unprecedented crisis, they would have been (and probably still are if they’re reading the blog) subject to the constant complaints and verbal abuse. It’s good to read some wonderful positive compliments in this blog. Keep your chins up, there’s many of us thinking of you and not only of themselves. Love to you all.

  • Lynne Mealy

    Holland America needs to answer to the question of why the cruise that originated in Hong Kong did not have mandatory checks of its passengers during and, more importantly, before disembarkation. I would rather be safe than sorry – including infecting others. If that means temperature checks, so be it. We are loyal HAL mariners, but have seen the spread of germs on a ship and have no problem with being vigilant.

  • Gia

    My son and other crew and contractors remain on your ship as of today Feb. 20, 2020. I have been informed that the ship has lost the power to create potable water and the stock on the ship is minimal. I would like to know how you are currently supplying potable water to the crew and contractors on the ship and how you plan to manage the problem of potable water supply until the ship is allowed to dock somewhere. Also, my family heard the announcement over the Westerdam’s intercom while we were speaking with my son on the 19th ET.

  • Gia

    Also, will the remaining crew and contractors on board receive the same repatriation assistance afforded the cruise guests? After all those groups have been on the Westerdam since January 17, 2020 spending most of that time confined to the ship. While they have all been screened/tested, including nasal and oral swabs, and received negative test results, a mental health break is due. Is HAL allowing and assisting the crew and contractors to return home for some period before the next scheduled MS Westeredam cruise sets out?

    Also, kudos to HAL for your excellent service to those on board the Westerdam during this crisis. My son had nothing but great comments about your service.

  • Lynn

    Extremely disappointed that Holland America Management is putting profits before the health and safety of its customers. The cruise is only one section of the planned holiday and having to change flights from Hong Kong to Japan was extremely costly, as well as planned tours booked as part of the holiday is also affected.

    Holland America put your customers first and make a decision NOW.

  • Michael Dolci

    Which is it?
    We’ll know the Westerdam’s future sailings “by the end of the week” per Update 2/19/20 or in “a few more days” per Update 2/20/20.

  • Gia

    Thank you HAL for the update on the crew and contractors. You’ve handled what could have been a calamity quite skillfully. You emerged with guests and crew untainted by the virus and healthy, and most seemed to truly enjoy their time on the MS Westerdam. I have and will continue to recommend HAL as a premier option for intercontinental travel.

    Best regards.

  • Phillip Huggan

    This can be tested in real time, whether or not norovirus spread is a main vector for this virus. You implement a keycard system for people in crowded and static living settings where there are at least a few known positive cases as well as uninfected people, and screening for the virus among said residents happens sometimes or better. Infected people using (anonymously maybe) a washroom will infect other previously uninfected keycard holders. You can even adjust your testing subjects to test those who share a bathroom with a known infected person.

  • Desley

    Reading blog of 20th will this ship be cancelling March sailings not keen on docking in Japan.

  • Roberto Cantu Villarreal

    “Your reply is awaiting moderation “…???

  • Cheryl Morris

    THANK YOU HAL, for CANCELLING our Cruise on the WESTERDAM, we are disappointed but more RELIVED as we were very worried about this Corona Virus situations and can’t afford to get any infections. Keep up the great job you’re doing in this very difficult situation. Cher& Anthony Morris.

  • Linda

    Thank you Holland America for doing the right thing and cancelling our cruise. We have already booked an alternate one.

  • Cheryl Morris

    OK, not happy with HAL only giving us 25% FUTURE CRUISE CREDIT, on our Westerdam departure on the 28th March 2020 CANCELLATION, while the previous CANCELLED Cruise on the 29th Feb 2020 receives 50% future cruise Credit! See copied & pasted from this Blog below!

    Come on HAL we ALL face the same disappointment whether you CANCELLED the Cruises, 1 week, 1Month before departure, and have to go thru all the hassle of Claiming Reimbursement for Flights, Hotels and organised private Tours!

    We deserve 50% Future Cruise Credit as well! Everyone should be given the same entitlements!

    Very annoyed! Cheryl & Anthony Morris.

    Update: 2/16/2020 2:50 pm Pacific Time
    Out of an abundance of caution, Holland America Line has decided to cancel the Feb. 29 cruise of Westerdam. The ship was due to depart Yokohama for a 14-day round trip cruise visiting mostly Japanese ports.

    Holland America Line has been closely monitoring the very fluid and evolving situation with respect to the new Covid-19 that originated in mainland China. The difficult decision to cancel this cruise comes after carefully considering the highly dynamic and unpredictable changes seen the past couple of weeks in travel restrictions and port operations that could affect the cruise.

    All guests will receive a full refund. Each guest will also receive a 50% future cruise credit and reimbursement of cancellation fees.

  • Joe Wilkinson

    Absolutely brilliant care by all the crew.Everyone was so cheerful and obligingHolland America has been generous with the full refund for this cruise being credited to our account days before we disembarked. The food was of excellent .The extremely difficult circumstances were handled very professionally. The credit equivalent to this year’s spend of another cruise is very welcome.Re imbursement of additional costs re transference of flights from Shanghai to Tokyo to Bangkok and subsequent cancellations would be greatly appreciated.It was our first cruise with Holland America , we’ll be back. Once again a massive thank you.

  • Sophie G.

    Hello,
    Now that towns in Italy are in quarantine, will you cancel your cruises in Italy? Will you reimburse passengers?

  • mary dolores roberts

    To say this cruise was an experience of a life time is putting it mildly. It was exasperating when we were not allowed to dock at so many ports but we were treated with so much care and concern by the captain and crew. When the president of Holland America appeared and took control of our departures we knew that our safety was his main concern.

  • McKenna

    With the virus now spreading through Italy, is there any update on if Mediterranean cruises in April will be impacted?

  • Julie

    Apologies for the delay.

  • Kathleen Koster

    Words cannot convey my gratitude and admiration for the way HA handled this unprecedented event. As we went from port to port, being turned back to sea it became clear that we were caught in the middle of a world crisis situation and we waited with baited breath for word of what our fate was to be.
    Captain Smit kept us informed all along the way and we were also informed from Seattle, in writing on a daily basis. Phone lines were opened for all guests and WiFi was made available to all.
    When Orlando Ashford came to oversee and expedite our attempts to return to our homes and said that he would stay until we all were able to return to our homes my worries were much relieved! It was clear that HA deserves accolades. The entire crew and staff of HA are to be commended!
    Thank you!!

  • Julie

    No changes have been made but we are closely monitoring the situation.

  • Julie

    No changes have been made but we are closely monitoring the situation.

  • Mel

    Westerdam left Cambodia today (Feb 26 2020) on its way to Manila. Hopefully most of the crew can visit family while the ship is being sanitized. (info from Vesselfinder.com)

  • David Campbell

    I am booked on the Zuiderdam April 19th sailing to Rome. Has Holland America made any decisions as to how they will handle cruises stopping in Italy? Earlier decisions are better so travel plans can be adjusted.

  • Julie

    Right now no changes have been announced, but we are working on a policy to help guests with concerns.

  • Jeff

    Still waiting for a response to my comment

    February 26, 2020 at 8:56 pm
    How are you planning to handle passenger safety with corona virus during Westerdam’s Alaska cruise tours starting in May? There was a Caribbean cruise ship today that would not allow passengers to depart in two different ports because one passenger had the flu. (Not corona virus). What is to prevent this from happening on every cruise and affecting every port we try to visit? That is too much vacation time and too much money for us to waste sitting on a cruise ship in the middle of the ocean! What are your action plans?

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