Family & Friends Program Offers Exciting New Enhancements Holland America Line is pleased to announce exciting new enhancements to the Family & Friends Program that streamline the process and make it easier for you to book your family and friends on a special rate cruise. The new enhancements offer: • New Online Applications – A new application process for all HAL employees with a valid HAL email address and for all retirees - just click on https://book.hollandamerica.com/FNFApplication. • Payment and Changes to Bookings - Family and Friends may now call 888-207-3536 directly to make payment or any changes to their reservation. • Express Docs – Issued now for all Family & Friends bookings on sailings departing after May 9, 2009 More details on these new, time-saving enhancements and answers to Frequently Asked Questions (FAQ) are listed below and in the attached F&F Enhancements FAQ document. Family & Friends Program FAQs The following Frequently Asked Questions (FAQ) provides answers detailing the conditions and procedures for booking family and friends under this program: Is the “Family & Friends” program available to all employees? Yes, all current employees – whether land-based, seagoing, full-time, part-time or seasonal – may participate and invite family and friends to participate in the program. Holland America Line Retired employees, Employees and Retirees of the World’s Leading Cruise Lines and Windstar Cruises are also eligible. Can existing bookings be transferred to the “Family and Friends” program? No. All Family & Friends reservations must be new bookings only. Each employee must first verify that nominated Family & Friends are not already booked on the intended sailing. What is the process to make a Family & Friends Reservation? Employees with a VALID HOLLAND AMERICA LINE email address and all HAL Retirees, are encouraged to access the following new link to submit an application online: https://book.hollandamerica.com/FNFApplication. Employees that do not have a valid Holland America Line email address can access the latest offers and application as follows: • Seagoing Employees: EFLEET>HR>Forms or contact the Crew Purser for assistance in accessing and submitting the application • Land Based Employees: ECATSTAND or Public Folders under Cruise Specials Applications also may be faxed to 206-905-8952 or 800-355-3021 or submitted to the Ship Inventory department in person by the employee. Is the employee involved in the F&F booking process? Yes. The employee is responsible for submitting the application and will be notified within 48 hours of the status of their application. Booked guests may now call 888-207-3536 directly to make payment or any changes to their reservation. Can Transfers, Cancellation Protection Plan (CPP) and Cancellation Protection Plan Platinum (CPPP) be purchased through the Family & Friends Program? Yes, transfers, Cancellation Protection Plan (CPP) and Cancellation Protection Plan Platinum (CPPP) may be purchased. Once a booking is confirmed and accepted, full payment is due within 72 hours and standard cancellation penalty applies. What behavior is expected from employees and their guests with regard to the Family & Friends Program? • Employees are responsible for the behavior and actions of their guests aboard Holland America Line ships • Guests are kindly requested not to share their reduced rate with other guests aboard Holland America Line ships. • Employees / Guests who violate these policies may lose future Family & Friends privileges • Holland America Line employees cannot receive any compensation for making these cruise offers available to family and friends. Are Family & Friend offers subject to change? Yes, all Family & Friend rates are capacity controlled, availability changes daily, and may be withdrawn at any time for any reason. Pricing changes occur once a week and are effective Wednesday-Tuesday. Can Family & Friends Bookings be “bumped” after confirmed and paid in full? From time to time it may be necessary to re-accommodate booked Family & Friends and make them an offer to change their travel plans. Where do I get the current offers and forms to apply for the “Family & Friends” Program? The Family & Friend online application and a downloadable version of the Family and Friend Application and latest offers are emailed weekly and may be accessed at the following link: https://book.hollandamerica.com/FNFApplication. Employees that do not have internet access may find the latest offers and application as follows: • Seagoing Employees: EFLEET>HR>Forms or contact the Crew Purser for assistance in accessing and submitting the application • Land Based Employees: ECATSTAND or Public Folders under Cruise Specials