Whom To Contact Regarding Upsells?

[cruisecrasy]

Wld appreciate knowing whom to call at HAL regarding 'upsells'?

Do u just talk to any booking agent or is there a specific person/department to ask for?

Thanks so much for any assistance.

Have happy cruises & lots of 'em.. :)

[dandro]

I would think it would be the reservations department or whoever you made the initial booking with, if applicable.

[Mary Ellen]

If you used a TA, that would be the person.

[TMWeddle]

I talked to a not very helpful person at HAL and he didn't mention an "Upsell" , he said we could say we would take an "Upgrade" and that would be HAL's choice (not ours)close to the sail date. I was hoping for a category that would be that I would consider an upsell but I didn't know that term at the time.

[jtl513]

Wld appreciate knowing whom to call at HAL regarding 'upsells'?

Do u just talk to any booking agent or is there a specific person/department to ask for?

Thanks so much for any assistance.

Have happy cruises & lots of 'em.. :)As Mary Ellen said, if you booked with a TA contact them. If you booked direct with HAL, read this post:
http://boards.cruisecritic.com/showthread.php?t=1017166

[Tricia724]

I talked to a not very helpful person at HAL and he didn't mention an "Upsell" , he said we could say we would take an "Upgrade" and that would be HAL's choice (not ours)close to the sail date. I was hoping for a category that would be that I would consider an upsell but I didn't know that term at the time.

On our last cruise we had booked an oceanview cabin, and as the time for the cruise came closer and we noticed many balcony cabins still available, we asked our TA to contact HAL about an upsell. The answer was that they weren't prepared to make any upsell offers at that time....and that if and when they did, they'd let us know. Kinda like "don't call us, we'll call you." Sure enough a couple of weeks later they did start offering upsells.

It just may be too early for you. You may still get an offer.....just be aware that every upsell offer is not a good one.

[cruisecrasy]

Bless u all for taking your valuable time to help a fellow CCer...I am most grateful.

I have tried calling HAL twice after checking that lots of higher category cabins haven't sold and I got booking clerks who don't seem to know anything -
One even said whats an 'upsell' and the other said she didn't have the authority to offer them (and I am well within the time range) and didn't know who did :( ???

My TA is with a large company and is basically an order taker and usually can't be bothered with things like this.. :(
TA says will do something several times & I discovered later not done, so have learned to 'do it myself'...!
A good TA is hard to find (I know after 30 yrs dealing with many)..
I usually don't care 'cause I do my own research and this is why I tried here for the info...

So... if anyone has any other ideas I sure wld enjoy reading them...:)

I hear u Tricia724 - I appreciate the warning!

Thanks everyone! :)

Happy cruises & lots of 'em! :)

[ekerr19]

In our experience, a good TA has been instrumental in getting offered a paid upgrade or upsell. Our TA notes it with her HAL contact and we've been pretty successful. That said, it usually won't happen until final payment is due and whether or not HAL is oversold in lower categories.

You just have to be patient.

[cruisecrasy]

In our experience, a good TA has been instrumental in getting offered a paid upgrade or upsell. Our TA notes it with her HAL contact and we've been pretty successful. That said, it usually won't happen until final payment is due and whether or not HAL is oversold in lower categories.

You just have to be patient.

I meet all the criteria - am within 1 1/2 weeks of sailing and fully paid up for months so if I get any more patient, I will still be trying while sailing away :)

[KAKcruiser]

The next time you call HAL ask them to check with ships inventory to see if there will be an upsell offer available for your cruise. But, if you booked through a travel agent, they will probably refer you back to them.

[bcd2010]

...as the time for the cruise came closer and we noticed many balcony cabins still available...

How do you find this out?

[ekerr19]

There are a few web based TA's that allow you to "choose" from a number of available cabins - also checking HAL's site (as if you were creating a new booking for your upcoming cruise) will tell you which catagories have sold out and which are open.

[surfgram]

Here is something you might try.

I also use a TA that is basically a call center so they don't call me with upsell opportunities. (But they have great prices and cheap insurance and are totally legit and anyone who answers the phone can assist me)

I called HAL and asked for the inventory department and asked them if they were offering upsells on the cruise that I was booked on. She was kind enough to give me this answer (which was NO!) even though I was booked through a TA.

If the answer had been YES, I would have called my TA and asked that they contact HAL for the upsell information. I had inquired earlier if they would be willing to do this and the TA said that they would. They usually keep me on the line while they call HAL if I have any questions or issues so I get the answer right away.

[cruisecrasy]

Here is something you might try.

I also use a TA that is basically a call center so they don't call me with upsell opportunities. (But they have great prices and cheap insurance and are totally legit and anyone who answers the phone can assist me)

I called HAL and asked for the inventory department and asked them if they were offering upsells on the cruise that I was booked on. She was kind enough to give me this answer (which was NO!) even though I was booked through a TA.

If the answer had been YES, I would have called my TA and asked that they contact HAL for the upsell information. I had inquired earlier if they would be willing to do this and the TA said that they would. They usually keep me on the line while they call HAL if I have any questions or issues so I get the answer right away.

Most clever of u...can't thank u enough for suggesting this! :)

Happy cruises & lots of 'em!

[ocngypz]

It has been my experience with HAL that the paid upgrade offers only come in when they are oversold in a particular general category (insides, oceanview, balconies or the lesser suites).

Rather than give someone a complimentary upgrade, they try to make more $$$ and send out faxes to agents who have clients booked in the general category they are trying to move.

Sometimes they are good deals.......other times they are just horrible. I would say perhaps 1 in 20 is a decent deal........but no steal of a deal. I always offer them to my peeps.. I've only had one peep accept the paid upgrade offer.

Funny thing though....some times peeps are upgraded anyway for free!

[cruisecrasy]

It has been my experience with HAL that the paid upgrade offers only come in when they are oversold in a particular general category (insides, oceanview, balconies or the lesser suites).

Rather than give someone a complimentary upgrade, they try to make more $$$ and send out faxes to agents who have clients booked in the general category they are trying to move.

Sometimes they are good deals.......other times they are just horrible. I would say perhaps 1 in 20 is a decent deal........but no steal of a deal. I always offer them to my peeps.. I've only had one peep accept the paid upgrade offer.

Funny thing though....some times peeps are upgraded anyway for free!

Appreciate your post..

Have a question - don't cruiselines also first 'upsell' 'cause makes some extra $ for the unsold suite(s) or failing that then 'upgrade' their unsold suite(s) sometimes even if not oversold? I am primarily talking about cruises that have a lot of unsold higher category staterooms..

Means the 'elite' staff working the suite categories don't lose tips that empty suite cabins wld guarantee, staff that the cruiselines don't want to lose esp not because they are unhappy about their 'share'!....

Also, the cruiseline gets folks into the higher pricied categories and then cld possibly get them 'hooked' on those for future cruises. Great PR...Have heard of this in the past with 'first-timers'! :)

Happy cruises & lots of 'em!

[ocngypz]

Appreciate your post..

Have a question - don't cruiselines also first 'upsell' 'cause makes some extra $ for the unsold suite(s) or failing that then 'upgrade' their unsold suite(s) sometimes even if not oversold? I am primarily talking about cruises that have a lot of unsold higher category staterooms..

Means the 'elite' staff working the suite categories don't lose tips that empty suite cabins wld guarantee, staff that the cruiselines don't want to lose esp not because they are unhappy about their 'share'!....

Also, the cruiseline gets folks into the higher pricied categories and then cld possibly get them 'hooked' on those for future cruises. Great PR...Have heard of this in the past with 'first-timers'! :)

Happy cruises & lots of 'em!


HAL's revenue management system does not work that way. Being a first timer has nothing to do with it.. other than the fact they usually are paying the most for their category than seasoned cruisers. When the revenue software management system kicks in.. and sees someone paying the highest rate in the category.. and there is pressure from below to upgrade........the system will upgrade he who has paid the highest rate.

[cruisecrasy]

HAL's revenue management system does not work that way. Being a first timer has nothing to do with it.. other than the fact they usually are paying the most for their category than seasoned cruisers. When the revenue software management system kicks in.. and sees someone paying the highest rate in the category.. and there is pressure from below to upgrade........the system will upgrade he who has paid the highest rate.

Very interesting..

Is that a paid 'upsell' or a (free) 'upgrade' or does it include both?

Thanks for the info!

[EGG]

We booked with a TA as did friends. I told the TA I would consider an upsell. A few weeks before the cruise I was offered an upsell by the TA to go from a balcony to a suite for a ridiculous amount of money. Sorry, I can't remember the $. I turned it down. I never heard from them again. My friends were never offered the upsell.

Moral is you are not missing anything if you don't get an upsell. I just read on another thread where someone was offered the upsell for $799 a person to go from balcony to suite. She turned it down and never heard from them again.

[ekerr19]

Keep in mind, if you turn it down - they will move on to the next passenger. We have booked a few cruises where Suites were sold out and we waitlisted one... and then we paid a premium.

It's just about how much you are willing to pay - to be honest $799pp from a balcony (catagory A/B) to a Deluxe Verandah Suite (SA) is really quite a bargain when compared to booking prices...

HAL rarely has to give these away anymore as many people will upsell (or book them right off the bat) and if they do, count yourselves lucky. With almost 200 days on HAL, I've yet to be "given" a substantial upgrade. :)

[brucory]

Keep in mind, if you turn it down - they will move on to the next passenger. We have booked a few cruises where Suites were sold out and we waitlisted one... and then we paid a premium.

It's just about how much you are willing to pay - to be honest $799pp from a balcony (catagory A/B) to a Deluxe Verandah Suite (SA) is really quite a bargain when compared to booking prices...

HAL rarely has to give these away anymore as many people will upsell (or book them right off the bat) and if they do, count yourselves lucky. With almost 200 days on HAL, I've yet to be "given" a substantial upgrade. :)

There have been many examples from CCer's of there being further offers and responses from HAL to counter offers, so they may move on, but could come back again... :D

We have never been offered an upsell, but for our next cruise, I will ensure we check in with our agent a few weeks prior to sailing to see if there are any going.

:D:D:D

[ekerr19]

There have been many examples from CCer's of there being further offers and responses from HAL to counter offers, so they may move on, but could come back again... :D

We have never been offered an upsell, but for our next cruise, I will ensure we check in with our agent a few weeks prior to sailing to see if there are any going.

:D:D:D

I have it on pretty good authority that there is rarely any negotiating going on these days. HAL states their price and you either accept it or not.

Perhaps a few years ago, and definitely after 9/11, there could be some back and forth; however Deluxe Verandah Suites sell out faster than ever - as do Penthouse Suites. :)

Maybe there are upsells in other catagories, but since we never book those anymore, I'm not as familiar with them. I do know we waitlisted a Deluxe Verandah Suite for our Canada/NE cruise last summer - we finally got the call, and paid a premium. They gave us 24 hours to decide as they had about 10 other people willing to pay for it if we declined.

[Tricia724]

Rather than give someone a complimentary upgrade, they try to make more $$$ and send out faxes to agents who have clients booked in the general category they are trying to move.

Sometimes they are good deals.......other times they are just horrible. I would say perhaps 1 in 20 is a decent deal........but no steal of a deal. I always offer them to my peeps.. I've only had one peep accept the paid upgrade offer.

Funny thing though....some times peeps are upgraded anyway for free!

That is EXACTLY what happened to us. When we did receive an upsell offer to a balcony cabin, it was at the full booking price at that time which was $1,500/pp higher. We said "no thanks." One week later we received another offer which was a reduction of $200/pp.....but still too high for us. We told our TA we would be willing to pay $500/pp, but HAL didn't want to hear it. So, we figured that was it. Within a few days, they gave us a complimentary upgrade to a balcony....our first upgrade ever.

Another person on our roll call had the same thing happen, and while onboard, I talked to a couple of more people that had been bumped up to balcony cabins. One woman on our roll call who had booked a suite and an inside cabin (to store her luggage and Christmas stuff:rolleyes:) wound up with two suites.

Once onboard, we were at the desk and learned that many, many people were trying to upgrade their cabins....a waitlist, if you please....so obviously there was a market for HAL to make money. In our case, they gave us something they could have sold us for $1,000. Go figure.

So, when it comes to upgrades.....paid and complimentary.....apparently no logic applies.

[RuthC]

One woman on our roll call who had booked a suite and an inside cabin (to store her luggage and Christmas stuff:rolleyes:) wound up with two suites.
Her LUGGAGE got upgraded!?!?! :eek: That's rich. It even had Neptune Lounge privileges. :rolleyes: Hysterical.

[Tricia724]

This woman was traveling with her husband and two young grandchildren. In addition, they were bringing a secretary "to help with the children." I suspect the secretary was a glorified babysitter based on some of the comments, but the secretary and her husband had their own cabin somewhere else on the ship (not a suite.)

Since it was holiday time, the woman was bringing lots of Christmas decorations and gifts for the children....in addition to TONS of luggage. So, she decided she needed some storage space and booked an inside cabin adjacent to the suite on Navigation Deck. She said HAL kept contacting her making offers for the inside cabin, but when the dust settled, they upgraded her inside cabin to another suite and managed to find two suites together for them.

Unfortunately, that's about the time we had to leave for the cruise, and the roll call meeting never materialized, so what happened to the extra suite shall remain a mystery. I often wondered whether the secretary lucked out and moved up the ladder or whether the second suite remained a storage unit.

This cruise was obviously not the norm. It was the 20-day cruise to Antarctica, and HAL had a hard time selling it....the airfare was high, and since it ended in Rio, a visa was required. With the economic crunch, the market was limited. That's probably why so many of us got nice upgrades. The upgrade from oceanview to balcony may not be the best Christmas gift I've every received.....but it's surely a contender!

[hylasgirl]

Also, don't know if someone else mentioned this, but in the beginning, make sure your TA has you down for "upgrades". They won't call you for an upsell if you don't have this listed (from what I have been told). Our TA was awesome. She called us about 10 days before our cruise and asked if we wanted to upgrade from our balcony room to a suite for $150 total. DUH! It was such a nice surprice... and for $150 it was perfect. We weren't prepared to spend thousands more on space, but this was a perfect way to experience a suite.