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Updated Statement Regarding Westerdam

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.

Comments

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95 Comments

  1. Pamela Paull February 6, 2020 at 2:14 pm - Reply

    Your blog states 15 February cruise is cancelled. Why have I received 2 emails from you in the past hour indicating this cruise is going ahead?

    I am confused, frustrated and very stressed by your contradictory communications. Please provide a clear, consistent message.

  2. Michael February 6, 2020 at 11:30 pm - Reply

    My parents are on this cruise but I have not heard from them. What sort of communication options do the passengers currently have so they can let their families know what is up? After hearing horror stories about other ships that have had to skip ports (Norwegian’s incident last year comes to mind) I’m sure you can understand my concern.

    Thank you.

  3. Laura Watson February 7, 2020 at 7:52 am - Reply

    While your 10pm blog post says “guests have been notified” of the cancellation of the Feb 15 cruise. This is not true. We have not received any information other than what has been posted here. Neither has another party we are travelling with. I can only imagine the extreme volume of work that is going on behind the scenes but this lack of communication is extremely frustrating as we don’t know how we will be compensated and therefore cannot make alternate plans.

  4. Orit February 7, 2020 at 10:24 am - Reply

    Hi. When we will know regarding March cruises in Japan? Also, if canceled, means we will receive full refund? This is planned vacation so need to know in order to change / cancel flight also. Many thanks in advance!

  5. Nancy Wofford February 7, 2020 at 11:03 am - Reply

    My parents are also on the ship. We have been in contact with them and each time they send us contradictory information. First they are headed to Guam, now they’re not headed to Guam but don’t know where we are going. I realize this is a difficult and unusual situation, however am wondering how often you plan to update the blog?

  6. FREDERICK S. GOODRICH February 7, 2020 at 11:26 am - Reply

    HAL Japan Cruise March 28, 2020 Embarkation Port: Yokohama, Japan
    It is my hope that HAL will notify ALL passenger/guests on the aforementioned cruise whether or not the cruise AS ADVERTISED will be either a “GO” or “CANCELLED” with enough advanced warning such that adequate plans can be either confirmed or cancelled in a timely and business-like manner with all stakeholders. That the ship, its provisions, crew and guests will receive the service and care expected from this highly regarded cruise line. We are not willing to accept a cruise that allows passengers to board and go nowhere. HAL needs to make a decision that will stand the test of time and do what is right for guest passengers who have paid for a certain advertised trip notwithstanding HAL’s financial interests. This Coronavirus problem is a risk that is part and parcel to the cruise industry business.

  7. Wayman February 7, 2020 at 1:50 pm - Reply

    Hi. Would like to know if there are any updates for Westerdam cruises W019 and W020, scheduled to depart from Yokohama.
    Thanks.

  8. Robert Louis Stermer February 7, 2020 at 4:31 pm - Reply

    Thanks for all of your efforts during this extraordinary situation. I got a call from on father on the Westerdam and he seemed in good spirits. I am confident that you are doing everything you can and that your efforts will be rewarded. Thanks to eveyone at HollandAmerica, God bless you all!

  9. Shawn February 7, 2020 at 6:42 pm - Reply

    My dad and stepmom are there! This is great! My dad always wanted to be a pirate!

  10. Linda February 7, 2020 at 7:04 pm - Reply

    A loaded question I know! But what are the chances that the April 11 Westerdam out of Yokohama will (1) sail and (2) will be allowed into all the ports as per itinerary?

  11. Dominic February 7, 2020 at 9:15 pm - Reply

    Should I be worried about my upcoming MAR 14 – 28 cruise? Its already been shifted once from Hong Kong to Yokohama.

    Granted its 36 days away. A call in to your resolutions desk was inconclusive. My wife and I have independent air arrangements and already incurred costs shifting our flights from Hong Kong to Yokohama. Unsure what to do in this case.

    Resolutions advised me that for the MAR 14 voyage the current compensation is a 100% cruise credit but the plan is to still go ahead as planned from Yokohama.

  12. Lyle February 7, 2020 at 9:35 pm - Reply

    How much notice do you typically give passengers if cruise is going to be cancelled? If last-minute, what would you do with passengers who have come, say two days in advance, how do they contact you and how do you get them home? I do realize this is a very unusual situation.

    I am concerned also, that if and when I get on the Westerdam on April 11, what would happen if no Japanese ports allowed us entry.

  13. Duane Hardesty February 8, 2020 at 2:23 am - Reply

    Sorry for sloppy typing..they did disembark in Macau for the scheduled tour. Pray that does not negatively impact their status. Thank you.
    Duane

  14. Mike February 8, 2020 at 3:05 am - Reply

    We have been on the Westerdam since Singapore (1/16/20). The captain and crew have done a fantastic job. We have traveled many times with HAL. Every company in the world has issues from time to time and what differentiates a great company from others is how they react to the issue.

    Westerdam has given us all a full refund and an equal amount as a credit to be used on future cruises. They have also opened up the internet for all (for free) and allowing all passengers to use the shipboard telephone to call anywhere in the world for free – as many times as they want. They have also continued all on-board entertainment and kept passengers in the picture as to their efforts to find a port to disembark. HAL is also helping passengers who did not book airfare through HAL to re-book their flights home.

    I have personally witnessed some passengers being extremely rude to their cabin attendants. Some people are pigs.

    The situation is what it is. Most of the passengers have been treating this cruise as an extended sea cruise and enjoying all the amenities that the Westerdam has to offer.

    I have nothing but praise for the captain and crew. With our full refund and equal amount of a credit for a future cruise, we have just booked our next cruise with HAL going from New Zealand to Seattle.

    Good thing that the few people who are complaining were not alive during WW2. If a Nazi tank had driven across their driveway they would have tried to hire an attorney to file a lawsuit for damages.

  15. Trish Campbell February 8, 2020 at 6:15 am - Reply

    Hi my enquiry is this if we have changed our flights to disembark from Yokohama on the 14th March and our new flight has a stopover in Hong Kong, does this mean we will be denied entry to board the Westerdam ?

  16. Linda February 8, 2020 at 7:26 pm - Reply

    Giving the worsening conditions and Japanese govt. doesn’t want to allow any cruise ships to dock/embark or visit their ports, I would hope that HAL gives passengers full refunds (to match or better RCCL’s policy) since many many people now feel very nervous about sailing to this part of the world and even flying to Yokohama to board the ship. So if HAL misses even one prospective passenger who turns out to have corona virus, it could mean at least half of our 30 day cruise (departing April 11) would be quarantined. Sorry HAL I would like a full refund.

  17. Percy February 8, 2020 at 11:37 pm - Reply

    What is the current condition of MS Westerdam?

  18. Rashid February 9, 2020 at 3:48 pm - Reply

    I am booked on your March 14 cruise. What assurances do you presently hold from the Japanese and Korean authorities that the Westerdam will be allowed to call at ports in those countries? Holding out and keeping passengers in limbo is grossly unfair. The only fair thing to do is to cancel now and issue full refunds.

  19. Sharlene van der Slikke-Little February 9, 2020 at 11:45 pm - Reply

    Hi there, we are scheduled to fly via Hong Kong with Cathay Pacific in April onward to Yokohama for a 16 night cruise. Will Cathay reroute us as you have indicated nobody via China, Hong Kong, Macau will be permitted on board?

  20. Lily February 10, 2020 at 10:18 am - Reply

    Hey all, please be aware that the incubation period has been updated from 14 days to 24+ days. The 14 day quarantine is no-longer foolproof or effective. Hope everyone stays safe; we have a lot of your ships arriving at our town this year.

  21. Sheila Fletcher February 10, 2020 at 5:01 pm - Reply

    My husband and I are scheduled to be on the February 29, 2020 westerdam sailing. About 4 days ago an e-mail informed us that we could transfer our money to another cruise that is scheduled in 2020.
    Today I called and was told that we could transfer our payments to another cruise as long as the replacement booking is made no later than February 28, 2021.
    I would like clarification in writing that we can schedule the new booking as late as 2/28/2021 and sail after that date.

  22. Kathy L Lowery February 10, 2020 at 6:36 pm - Reply

    When will you make the decision about the March 28 sailing on the Westerdam? It should be cancelled with a full refund. So unfair to keep passengers hanging when air and other trip components are involved.

  23. Sandy February 10, 2020 at 6:44 pm - Reply

    As this is obviously now an urgent global health concern, I am deeply concerned for my elderly parents and their group of friends who had booked the Feb. 29 cruise. We have decided that it is not a good idea and it is, in fact, a danger to their health to travel into Asia at this time, more specifically Thailand, which to-date is where this cruise ship is headed for disembarkment. The latest itinerary update given to us on Feb. 2 has embarkment and disembarkments in Japan, which as you know has been hit with the virus. Please provide details on how our family can go about processing a refund.

  24. Chris February 11, 2020 at 2:01 am - Reply

    I see that Thailand has now become another country refusing Westerdam to dock as of 02/11/2020.

    As a future passenger can Holland America please confirm what is going to happen to the March sailings?

    Customers are now looking to review their options but with no communications in regards to the cruises customers are all in the dark and this will cost customers even more money.

    I understand the situation is fluid but making announcements and then finding the information is not correct is costing customers money.

    I feel for the passengers onboard and even with a full refund and a credit it looks like 2 weeks plus on a boat without been able to get off, this following Holland Americas decision to stop in Hong Kong.

  25. Michelle Tutt February 11, 2020 at 4:57 am - Reply

    Do you have any update today (11Feb) please. Media reports are now saying that permission to disembark in Thailand has now been denied?
    Thank you!

  26. Myrtleanne Wilson February 11, 2020 at 7:26 am - Reply

    We are booked on the Westerdam for the March 24 departure . This was supposed to be the holiday of a lifetime my husband and I are both in our seventies and consequently more vulnerable to any virus . We don’t live in Johannesburg and need to cancel flights and hotel booking . It seems terribly unfair that you don’t cancel this Japan trip now . You are putting all your clients in danger and I’m sure we are not the only ones who do not want to risk our lives when there is much uncertainty surrounding this virus

  27. Chris February 11, 2020 at 11:56 pm - Reply

    Whilst we are still waiting for final confirmation of our disembarkation from Laem Chabang I have to say how great the crew have been. Despite the crew being affected by the cruise changes as well as the passengers they have been so cheery and professional, making the extended sea days pass by so well. We know that many missed seeing their families at Manila, some waiting to see new born children for the first time. Some haven’t been able to return home as planned. Yet they put on a big smile. 2 great shows put on by the Filipinos and then the Indonesian crew, were brilliant, fun and entertaining, with passengers turning out in force to applaud them.

    The food and dining experience has been excellent, the food is great and the dining staff always greet and serve us with real personal engagement that makes every dinner special. Our waiter has been a star. Our cabin steward is also so cheerful, how they keep that up day after day is a credit to all.

    So yes it’s a difficult time, but what a place to be for it. We understand that uncertainty and how difficult it will be for the Captain and officers, and their professionalism stands out at times like these. They must be so frustrated as we don’t have any identified coronavirus cases, which after so many days since we left Hong Kong must be a strong indication of our safety. So we trust them to do the best for us.

    The Captain must continue to keep us informed even when things are still uncertain – it keeps the trust going!!!

    Our only concern is the affect of all the good food, which will require some active dieting once we get home, what a shame!!

    HAL quickly announced the refund and future cruise credit which was welcomed and the booking of future cruises seems to have become a big focus. We had booked one already and now have a second one to look forward to.

    Let’s hope we can still get off in Bangkok, the Captain has told us of the high level Government discussions ongoing to secure this. If not then we will see what HAL can do, but we will be thinking of the crew as well..

  28. Jc February 12, 2020 at 5:19 am - Reply

    Ok good you moderate. I didn’t intend my comment to make it online. But seriously the Whittier crewship terminal is empty all winter. The town is isolated by the longest tunnel in North America. Everyone there lives inside all winter. Plus when you arrive you’ll be done with quaranteen probably. Just a concerned Alaska boat guy. Whittier loves their crewships. Five ports already rejected you? Why not ask port of Whittier ak

  29. Irene Holz February 12, 2020 at 5:31 am - Reply

    I live in Southern British Columbia
    Canada & last Sept./Oct I was on the Westerdam same itinerary. HAL in my opinion
    Is the best ….not too big & they are excellent
    Excellent when it comes to customer service.
    The Captain & Crew deserve a Hugh Shout Out in this situation.

  30. sharon snodgrass February 12, 2020 at 10:59 am - Reply

    We are scheduled to take cruise April 21 from Yokohoma to Alaska. Do you think there is going to be a problem with this cruise going given the fact it is two months away.

  31. Marla Miller February 12, 2020 at 2:14 pm - Reply

    When will Holland America decide on the March 14th Westerdam cruise. We have already incurred $500 in extra expenses switching air fare from Hong Kong to Yokohama and non refunded China visa fees. Holland America is currently not assisting with these fees but won’t let us cancel for a full refund either.

  32. Linda February 12, 2020 at 8:40 pm - Reply

    Hello HAL,

    If you feel you have to cancel some more cruises to Asia (Japan) why not head home to NA early (as is Celebrity and RCCL and Norwegein) and do sustitute nother similar cruise to/from Oz to NA just like your Noordam. I would swap in a heartbeat as I still have many concerns about our cruise – April 11 – either starting and then someone gets coronavirus and then we are quanrantined or it is cancelled at the last minute. I want to cruise with you again (love HAL) but am nervous about itinerary and virus.

    Julie, please pass this suggestion on. I am sure I am not the only one….read cruise critic!

  33. Wendy February 12, 2020 at 10:35 pm - Reply

    Thanks so much to the Captain and crew of the Westerdam for their leadership and professionalism over the past two weeks. We have all been on an extraordinary journey together and the crew has become like friends and family. Holland America has been extremely generous to the passengers even though the circumstances were out of their control.

  34. David Woodbridge February 13, 2020 at 2:53 am - Reply

    Everyone on board seems very chilled to us…. The crew have been fantastic and it’s a credit to HAL that this seems just like a normal cruise but without the shore stops… I don’t think we could have been treated any better than we have and the captain along with the administration have managed a very tricky situation with a high level of professionalism and integrity… This is your second HAL cruise and it won’t be the last….
    The Woodies
    Lee on the Solent UK

  35. Jan van den Boogaard February 13, 2020 at 2:26 pm - Reply

    Can you please provide an update to your next guests on board. We are scheduled for the cruise of the 29th of february and we want to know at least or the cruise will go on, or where we should board the ship! Will it be still Yokohama?? We have zero information and i can’t believe that the teams of HAL who worked 24/7 on this case not know what the ship is going to do in the next couple of weeks.

  36. Carole February 13, 2020 at 3:22 pm - Reply

    Thank you for treating your passengers right in trying circumstances. I have yet to take a cruise, but if and when I do, I will be looking at the Holland America Line first.

  37. Janis Hamersma February 13, 2020 at 9:30 pm - Reply

    My husband and I took our first HAL Cruise in May 2018 on the Westerdam. It was wonderful, fantastic crew, great food, and so relaxing. We are booked on the Noordam leaving from Honolulu on May 1, 2020. After reading about all the “Virus” news, I have no worries sailing with HAL. HAL has handled this bad situation in a caring and uplifting manner for the passengers. And from the videos I have seen, the passengers are very thankful to the Crew for keeping shipboard life (as vagabonds) fun, stimulating, and family-like. I’m sure many of the Crew on the Westerdam in May 2018 are also crew members on this sailing that finally docked in Cambodia. They made our cruise not only good, but Fantastic. I hope they get to see their families soon. We will continue to sail with HAL and feel confident they can deal with any emergencies that might arise. I personally would love to be “stuck” out at sea as long as I am on a HAL Ship! Also, Thank You So Much to Cambodia!!!!

  38. William J Aitkins February 14, 2020 at 3:27 am - Reply

    We have sent 2 emails to your site and still no response, very poor effort!!
    With all the other cruise lines cancelling Asia cruises, seeing that Holland America have been turned away from a number of ports, why is it taking so long to decide on cancellations? We are booked on a Japan/Taiwan departing Tokyo on 28th March 2020 and would request a prompt answer

  39. Brian and Lindy LeCornu February 14, 2020 at 5:58 am - Reply

    Dear HAL. We are impressed with how you have handled this situation which was beyond your control. We have been watching closely as we are due to board Westerdam on Feb 29. However, we are booked to arrive in Tokyo via Hong Kong (2 to 3 hours in transit). We know we cannot board and understand why. We will book alternate flights from Australia to Tokyo if we are assured that the cruise will leave from there. We are waiting for this confirmation. Otherwise we will reluctantly have to cancel. We eagerly await an announcement one way or the other. This will be our 4th HAL cruise.

  40. James franklin February 14, 2020 at 6:51 pm - Reply

    Are the people scheduled to sail on the 15th going to be compensated. I made our own airfare arrangements and $500 for two visas which we will now never use. This was to be our final farewell cruise on Holland America as we are aging fast.

  41. James franklin February 14, 2020 at 6:53 pm - Reply

    my comment is awaiting moderation

  42. Cheryl Morris February 15, 2020 at 7:31 am - Reply

    Hello, 6 members of my family are booked on the Westerdam sailing out of Yokohama on the 28th March 2020. We are all very Stressed with this Corona Virus situations, my husband is not very well and this stress is taking a toll on him.

    Please let us know if you intend Cancelling our Cruise, by giving us advance notice, don’t leave us in this limbo, so we can all stop worrying and get back to living! Cheers Mrs Cheryl Morris.

  43. Rick February 15, 2020 at 9:45 am - Reply

    What happens to the passengers who decided not to cancel the cruise before flying to China because of the Corona virus? Do we loss all of our money?

  44. Francisco Gomez February 15, 2020 at 12:27 pm - Reply

    Julie
    It is reported that one of the passengers that just got off theWesterdam has been infected and was detected in malaysia …. she flew with another 144 passengers…. what’s the status to the other 143 passengers ??? Are they being quarantined in Malaysia ???

    We are on the March 14 sailing which we have not heard the status !!!

    I realize that HAL’s priority is dealing with what is happening now (as it should be) however, please do recognize the angst that many people booked on Feb 29 and March 14 are under by not knowing HAL’s plans for those cruises…

    The reasonable thing would be to cancel the sailings….

    Please advise us soon !!
    Thank you

  45. Brent Montone February 16, 2020 at 1:11 am - Reply

    Guys, seriously. Follow the Royal Caribbean boarding procedures and make us feel safer! Why don’t you care about your passengers?

  46. SHEILA Durrington February 16, 2020 at 7:49 am - Reply

    We are due to embark the Westerdam on the 14 th March. It has cost us to change our fares from Australia to Tokyo as we were notified that the cruise would go ahead . We are still in limbo as to whether this is still going ahead. I realise that this is a difficult time for HAL but as passengers we need to reorganise our lives….so if you can notify all passengers it would be much appreciated.
    Sheila Durrington

  47. Linda February 16, 2020 at 12:03 pm - Reply

    Dear Holland America,

    Stop holding us all to ransom, cancel all the Asia cruises for the season and (like so many other cruiseline have done) redeploy to another area – say Australia, before heading back to North America for the Alaska season. I thought Holland America was a leader and and also considered first and foremost its passengers. At the moment HAL is not demonstrating either.

    I know you have a very complex and intricate situation to deal with but you are NOT being fair to your (potential) passengers on these cruises and are causing much stress and anxiety. Read all the cruise critic blogs…..most people do NOT want to go and are rightfully fearful, not only of catching the virus itself, but of potential cabin incarceration.

  48. Traveller from US February 16, 2020 at 12:58 pm - Reply

    Currently booked on the 2/29/20 trip thru 3/28/20. Don’t have updated flights. The website doesn’t allow or list available shore excursions. And latest emails have said that more changes possible on itinerary. Is there a date (sooner than later) that we might have final answers and updates. With the news today, a person certainly can be concerned about their plans for less than 2 weeks away. Thank you.

  49. Arcady and Alla Griff, Izabela Kogan, Nicolay Slusar February 16, 2020 at 1:23 pm - Reply

    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.

  50. Maureen Sharp February 16, 2020 at 2:14 pm - Reply

    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.

  51. Debbie Stearns February 16, 2020 at 3:57 pm - Reply

    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.

  52. Dominic February 16, 2020 at 9:46 pm - Reply

    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.

  53. Hodges February 17, 2020 at 3:07 am - Reply

    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

  54. Brian McCully February 17, 2020 at 9:43 am - Reply

    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

  55. Marita Rogers February 17, 2020 at 11:49 am - Reply

    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.

  56. Peter Alton Murphy February 17, 2020 at 12:29 pm - Reply

    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

  57. Linda February 17, 2020 at 7:08 pm - Reply

    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.

  58. Mavis Partridge February 17, 2020 at 10:42 pm - Reply

    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.

  59. Amanda Mas February 17, 2020 at 11:30 pm - Reply

    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.

  60. Amanda Mas February 17, 2020 at 11:33 pm - Reply

    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.

  61. Kevin Nowland February 18, 2020 at 1:09 am - Reply

    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.

  62. Roberto Cantu Villarreal February 18, 2020 at 9:14 am - Reply

    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? ???

  63. Rashid February 18, 2020 at 10:33 am - Reply

    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!

  64. Sharlene van der Slikke February 19, 2020 at 2:03 am - Reply

    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

  65. Myrtleanne Wilson February 19, 2020 at 4:53 am - Reply

    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

  66. David Fullerton February 19, 2020 at 1:54 pm - Reply

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

  67. Joy February 19, 2020 at 5:54 pm - Reply

    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.

  68. Lynne Mealy February 19, 2020 at 7:30 pm - Reply

    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.

  69. Gia February 19, 2020 at 10:42 pm - Reply

    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.

  70. Gia February 19, 2020 at 11:08 pm - Reply

    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.

  71. Lynn February 20, 2020 at 12:38 am - Reply

    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.

  72. Michael Dolci February 20, 2020 at 12:11 pm - Reply

    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.

  73. Gia February 20, 2020 at 12:38 pm - Reply

    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.

  74. Phillip Huggan February 20, 2020 at 1:48 pm - Reply

    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.

  75. Desley February 20, 2020 at 3:05 pm - Reply

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

  76. Roberto Cantu Villarreal February 20, 2020 at 4:26 pm - Reply

    “Your reply is awaiting moderation “…???

  77. Cheryl Morris February 20, 2020 at 6:21 pm - Reply

    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.

  78. Linda February 20, 2020 at 7:01 pm - Reply

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

  79. Cheryl Morris February 20, 2020 at 8:53 pm - Reply

    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.

  80. Joe Wilkinson February 21, 2020 at 2:29 pm - Reply

    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.

  81. Sophie G. February 21, 2020 at 8:57 pm - Reply

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

  82. mary dolores roberts February 22, 2020 at 11:51 pm - Reply

    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.

  83. McKenna February 25, 2020 at 1:00 am - Reply

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

  84. Kathleen Koster February 25, 2020 at 10:01 pm - Reply

    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!!

  85. Mel February 26, 2020 at 12:19 pm - Reply

    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)

  86. David Campbell February 27, 2020 at 4:48 pm - Reply

    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.

  87. Jeff March 2, 2020 at 12:53 pm - Reply

    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?

  88. Chris Pazienti June 22, 2020 at 1:36 am - Reply

    “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.”

  89. Alexa January 30, 2021 at 5:34 pm - Reply

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