What if you lose or damage luggage?
While On Board the Ship:
If you lose something while on board the ship, notify the Guest Services. They’ll complete a Lost Item Form for you.
After You’ve Disembarked:
If you realize you’ve lost something after leaving the ship, contact Guest Relations. If you have a concern or a question about a past cruise, our Guest Relations department can help. Contact Guest Relations by email at guestrelations@hollandamerica.com.
You can also go directly to the Lost Item Form here:
If you don’t have access to a computer or need additional help, contact Guest Relations by phone:
- Phone: 1-800-599-8256
If you're checking the status of a lost item, Guest Relations can assist you with that too.
What is Chargerback?
Chargerback is a lost and found software platform used by many major airlines, hotels, and travel companies to help manage lost items. It doesn’t physically handle or ship items—your lost item will be shipped directly from the location where you left it.
Learn more at: www.chargerback.com
Luggage Claim
Property Claims
We understand how important your personal belongings are, and we're here to assist if you've experienced damage, loss, or delays with your luggage or property during your cruise.
How to File a Claim:
If your luggage or property was damaged, lost, or delayed—and you reported it at the time of the incident either on board or at the pier—you may submit a written claim within 15 days of the event.
Please include the following documentation with your claim:
Required Information
- A copy of the Missing/Damaged Luggage Report completed onboard or at the pier.
- Have the luggage evaluated by a repair shop.
- If repairable: Include a copy of the repair receipt or estimate.
- If not repairable: Request a brief statement from the shop on their business letterhead, along with an estimate for replacement or proof of value (such as a purchase receipt or online listing for a similar item).
For Damaged Luggage:
- Take the item(s) to a tailor, seamstress, or dry cleaner for evaluation.
- If repairable: Include a receipt or estimate for repair.
- If not repairable: Provide a statement on business letterhead or an invoice with the estimated replacement cost and/or original price verification.
- Please note: If the damage or loss was not reported at the time it occurred, we are unable to verify the incident and the claim may be denied.
For Damaged Clothing:
Submitting Your Claim
You may send your claim and supporting documents via:
- Email: propertyclaims@hollandamerica.com
- Mail:
Holland America Line
Attn: Property Claims Representative
24305 Town Center Drive
Santa Clarita, CA 91355-1329
- For details on exclusions and limitations of liability, please refer to Paragraph 13 of your Passage Contract.
Contact Information
If you have questions or need assistance, our Property Claims team is available:
- Hours of Operation: Monday–Friday, 8:00 AM – 5:00 PM (Pacific Time)
- Phone: (800) 872-6779, ext. 22089
- Direct Line: (661) 753-0000
- Fax: (661) 753-0165
- Email: propertyclaims@hollandamerica.com
If you did not report your loss at the pier, you may still contact us post-cruise using the email above.
International Guests
For bookings made through our Australia or UK offices, please contact your local support team:
- Australia: Call 13 24 88 and select option 3
- New Zealand: Call 0800 780 717 and select option 3