Holland America Line has struggled to deliver refunds in a timely manner to some customers in recent months, according to an internal email and a recording of a conference call obtained by Business Insider.
Holland America Group executive Christy Oakland said during the conference call that the company had been working to make an automated system to process refunds in bulk, and its development slowed down the pace at which the company was able to issue refunds.
The company has now finished developing the automated system and will begin issuing delayed refunds this week and next, Oakland said.
Holland America and Carnival Corp., which owns Holland America, did not immediately respond to requests for comment.
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Holland America Line has struggled to give some customers refunds in a timely manner, but the company has fixed the primary issue responsible for the delay, according to an internal email and a recording of a conference obtained by Business Insider.
Holland America salespeople were instructed to tell customers it would take around 60 days to receive their refunds, according to a May 8 email, but the company has exceeded that timeline with some customers, Christy Oakland, a Holland America Group executive, said on a May 19 conference call.
“We’re pretty far past 60 days with some of those guests,” she said.
Holland America and Carnival Corp., which owns Holland America, did not immediately respond to requests for comment. In a Facebook post published on Wednesday, Holland America acknowledged the delays.
“Our reservation and payment systems were not designed to handle this volume of refunds in a short period of time, and it is taking longer than we wanted,” the company said. “We have increased the number of team members supporting this enormous effort and have made modifications to our systems. These modifications have increased our capacity to process refunds, and we should begin issuing at a faster rate this week.”
Oakland, who according to her LinkedIn profile is the vice president of global contact center operations for Holland America Group, said the delays resulted from the time needed to develop an automated system to process refunds in bulk, rather than an effort by Holland America to conserve cash.
“It really was not intentional,” Oakland said on the call. “The delay has come about as a result of complications with coding to ensure that we set ourselves up to be able to run through normal batch processes going forward.”
The company has finished developing the system needed to automate many of the outstanding refunds and will begin issuing them this week and next, Oakland said. Some refunds for complementary purchases related to dining and shore excursions have already been processed, she said.
“We’re very quickly getting to a place of operating …read more
Source:: Business Insider