HAL Customer Service: Veendam to Bermuda

[podpro]

Just spoke with a HAL booking rep. Boy, was the reservationist unenthusiastic. I don't have confidence he answered my questions correctly. Any insight is appreciated.

Q: How long is the tender ride from St. George's?

A: Under an hour. And there is more than one tender so it should be quick.

Q: Does the tender run all night?

A: No, it stops at a certain point.

Q: Can I leave the ship in Hamilton at any time or is there a curfew?

A: Come and go as you wish.

Q: My main concern is if the weather is bad in St. George's that the tender will get canceled.

A: You will then move early to the next port.

Perhaps he is correct on all fronts. He sounded like he just rolled out of bed. HAL is not doing a great job converting a first timer away from other cruise lines.

[Krazy Kruizers]

Actually the answers that you were given to your questions sound right.

When we stayed overnight in Amador, the tenders did stop at a certain time -- they did not run all night.

If the weather is bad -- it only makes sense to move onto the next port in Bermuda. Many people have missed HMC recently due to bad weather and the ship just sailed onto the next port.

Years when we overnighted in Hamilton we were allowed to come and go all night long as we were docked there. There were shifts working the gangway.

[sail7seas]

When we cruised Zenith to Bermuda years ago, we were docked in Hamilton and gangway was down all night. We could come and go at will.

When the ship moved to St. George's, we again were docked.

Hard to say if tendering will go on through the night. HAL has not done this itinerary for many years (I have no memeory of them ever doing it) so none of us are exactly sure about all the details. This issue about St. George's tendering is new so they may not yet have made these decisions. Or they well may have. It may depend upon sea/weather conditions.
We have read here times when two reps have given different responses to questions. As the time gets closer, maybe the info will be more clear.

[RuthC]

Q: How long is the tender ride from St. George's?

A: Under an hour. And there is more than one tender so it should be quick.
This may not be correct, based on what has been posted by someone who would know.
The ride itself may be less than an hour, but you need to add boarding/disembarkation time to that as well. There may not be more than one tender. Stephen Card, who is knowledgeable about Bermuda and HAL, has posted that there is only one tender available for HAL to use.

[sail7seas]

I remember Stephen Card's post and he said there used to be two tenders but Bermuda sold one to Cuba. There now is only one.

[Krazy Kruizers]

I was also under the impression that there would only be one tender/ferry for St George's.

There are a couple of ferries that run from King's Wharf but they can not take those and use them at St George's as those poeple on that end of the island would be stuck using land transportation.

[Milaandra]

A HAL rep told me that there would be tenders every half hour! Now, reading articles about this on-line, it says that tenders will be available until 11:30 p.m. However, it also said that the tenders would be available on Tuesday. Does that mean we'll be moving into Hamilton overnight instead of the next afternoon? (Not that big a deal, really...I'm just soooo disappointed that we aren't docking in St. George. That one huge reason we booked with HAL instead of NCL again)

Another article suggested that tendering in the Atlantic could be a problem. Does anyone know?

Why hasn't HAL contacted those of us booked on these cruises? I didn't even know about this until today!

[sail7seas]

They really don't have to make any notification. The cruise contracts always include language that these sort of changes can be made without notice and for any reason at any time. HAL web site does now have an asterik indicating the ship would be tendering in St. George's. I wonder how many TA's know about the change. Probably not that many unless their customers come here to CC and have told the TA about the change. :)

[ziggypup]

They really don't have to make any notification. The cruise contracts always include language that these sort of changes can be made without notice and for any reason at any time. HAL web site does now have an asterik indicating the ship would be tendering in St. George's. I wonder how many TA's know about the change. Probably not that many unless their customers come here to CC and have told the TA about the change. :)



They legally don't have to, but it would be the right thing to do. If they don't, it sort of pushes the issue onto the crew that will have to deal with all the pissed off passengers who weren't aware of the change.

[fann1sh]

A HAL rep told me that there would be tenders every half hour! Now, reading articles about this on-line, it says that tenders will be available until 11:30 p.m. However, it also said that the tenders would be available on Tuesday. Does that mean we'll be moving into Hamilton overnight instead of the next afternoon? (Not that big a deal, really...I'm just soooo disappointed that we aren't docking in St. George. That one huge reason we booked with HAL instead of NCL again)

Another article suggested that tendering in the Atlantic could be a problem. Does anyone know?

Why hasn't HAL contacted those of us booked on these cruises? I didn't even know about this until today!

If you didn't know about this until today, this is the thread which broke the news on this board:

http://boards.cruisecritic.com/showthread.php?t=1105092


The posts by Captain Stephen Card are under screen name "Topsham" , I believe.

[chief d]

Just spoke with a HAL booking rep. Boy, was the reservationist unenthusiastic. I don't have confidence he answered my questions correctly. Any insight is appreciated.

Q: How long is the tender ride from St. George's?

A: Under an hour. And there is more than one tender so it should be quick.

Q: Does the tender run all night?

A: No, it stops at a certain point.

Q: Can I leave the ship in Hamilton at any time or is there a curfew?

A: Come and go as you wish.

Q: My main concern is if the weather is bad in St. George's that the tender will get canceled.

A: You will then move early to the next port.

Perhaps he is correct on all fronts. He sounded like he just rolled out of bed. HAL is not doing a great job converting a first timer away from other cruise lines.

The tender will take about 45 minutes each way. Plus add in the loading/unloading, now your looking roughly 2 hours roundtrip. And if the wind is blowing add in some more time. And no Bermuda has only one large tender.

No the tender stops at 11:30 PM. That mean last run from St George back to the ship. Miss it you sleep on the beach.

Yes you can come and go as you wish in Hamilton.

If the weather is bad in St George's you can bet the tender would be canceled. As for going right to Hamilton that's up to the cruiseline and the ship's Captain. That would be a very last minute decision.

Hope this helps.

[Copper10-8]

Just wondering out loud, with only one fast tender available, the Bermudian (see below), if HAL is entertaining thoughts of using Venndam's own tenders in order to supplement the Bermudian and get more pax back and forth to St. Georges? I guess, only time will tell

http://media.shipspotting.com/uploads/thumbs/rw/486863_800/Ship+Photo+BERMUDIAN+and+RESOLUTE.jpg (http://boards.cruisecritic.com/"http://media.shipspotting.com/uploads/photos/rw/486863/Ship+Photo+BERMUDIAN+and+RESOLUTE.jpg")

[Flyingfish]

Made my decision, pulled out of the Veendam for August and move the family (4 cabins) to the Celebrity Summit. I was so looking forward to the docking in Hamilton and especially St. George. But, with small children and a large group we would rather settle in at Kings Warf and not fret about the Veendam/Bermuda "ship too large", tender not tender, fiasco. Works for us!

[Opinions]

[B]They really don't have to make any notification. The cruise contracts always include language that these sort of changes can be made without notice and for any reason at any time. HAL web site does now have an asterik indicating the ship would be tendering in St. George's.

True...However there isn't anything in the contract that says that HAL can't give a little more information than has been given so far...Perhaps some are sastified with a "asterik"
but from reading these posts there are many who have further questions.

[Krazy Kruizers]

One Bermudian tender -- 45 minute ride -- plus loading and unloading time -- could be about 1 1/2 hours.

It would make sense if HAL used some of their own tenders for peak periods.

[sail7seas]

True...However there isn't anything in the contract that says that HAL can't give a little more information than has been given so far...Perhaps some are sastified with a "asterik"
but from reading these posts there are many who have further questions.

Of course, I understand that point.
I expressed no opinion merely a factual response and in that post never said what I think of that policy.
If I were making the decision in that regard, I would send notices to all booked guests through TA's and PCC's etc
If they booked direct on-line, e-mail direct to the guest. That being said, I don't think any of the cruise lines would handle it any differently. Maybe they don't think it makes much difference to most people and maybe it doesn't?

[Topsham]

Just wondering out loud, with only one fast tender available, the Bermudian (see below), if HAL is entertaining thoughts of using Venndam's own tenders in order to supplement the Bermudian and get more pax back and forth to St. Georges? I guess, only time will tell

http://media.shipspotting.com/uploads/thumbs/rw/486863_800/Ship+Photo+BERMUDIAN+and+RESOLUTE.jpg (http://boards.cruisecritic.com/"http://media.shipspotting.com/uploads/photos/rw/486863/Ship+Photo+BERMUDIAN+and+RESOLUTE.jpg")


Hi John,

The ship would not be allowed to use their own tenders. A number of reasons for this. Firstly, the run round Fort St Catherine can be very rough at times.... Ok for the BERMUDIAN but definitely not small ship's tenders. There is an alternative approach to St Georges via Ferry Reach, but that involves opening Longbird Bridge and more importantly, each tender would be required by local law to carry a local pilot. I doubt the ship's tenders would make the run in less that 45 minutes. It is a non starter.

One day aat anchor might not be so bad, but I caannot see the ship staying at anchor until 2 pm on Wednesday. My guess is thaat the last tender from shore will be about 2330 hours, arriving back at the ship at midnight or soon after. Instead of starting up tender service in the morning and then shifting to Hamilton around 2 pm, the ship would probaably leave the anchorage around 6.30 and berth in Hamilton between 8 and 8.30. Best soloution.

Stephen

[ziggypup]

Hi John,

The ship would not be allowed to use their own tenders. A number of reasons for this. Firstly, the run round Fort St Catherine can be very rough at times.... Ok for the BERMUDIAN but definitely not small ship's tenders. There is an alternative approach to St Georges via Ferry Reach, but that involves opening Longbird Bridge and more importantly, each tender would be required by local law to carry a local pilot. I doubt the ship's tenders would make the run in less that 45 minutes. It is a non starter.

One day aat anchor might not be so bad, but I caannot see the ship staying at anchor until 2 pm on Wednesday. My guess is thaat the last tender from shore will be about 2330 hours, arriving back at the ship at midnight or soon after. Instead of starting up tender service in the morning and then shifting to Hamilton around 2 pm, the ship would probaably leave the anchorage around 6.30 and berth in Hamilton between 8 and 8.30. Best soloution.

Stephen

Let them make it easy on everyone and just go right to Hamilton and forget the tendering all together. That is if their is dock space available that day.

[Copper10-8]

Hi John,

The ship would not be allowed to use their own tenders. A number of reasons for this. Firstly, the run round Fort St Catherine can be very rough at times.... Ok for the BERMUDIAN but definitely not small ship's tenders. There is an alternative approach to St Georges via Ferry Reach, but that involves opening Longbird Bridge and more importantly, each tender would be required by local law to carry a local pilot. I doubt the ship's tenders would make the run in less that 45 minutes. It is a non starter.

One day aat anchor might not be so bad, but I caannot see the ship staying at anchor until 2 pm on Wednesday. My guess is thaat the last tender from shore will be about 2330 hours, arriving back at the ship at midnight or soon after. Instead of starting up tender service in the morning and then shifting to Hamilton around 2 pm, the ship would probaably leave the anchorage around 6.30 and berth in Hamilton between 8 and 8.30. Best soloution.

Stephen

Thanks for that info, Capt.!

[RichNY]

Hi John,

The ship would not be allowed to use their own tenders. A number of reasons for this. Firstly, the run round Fort St Catherine can be very rough at times.... Ok for the BERMUDIAN but definitely not small ship's tenders. There is an alternative approach to St Georges via Ferry Reach, but that involves opening Longbird Bridge and more importantly, each tender would be required by local law to carry a local pilot. I doubt the ship's tenders would make the run in less that 45 minutes. It is a non starter.

One day aat anchor might not be so bad, but I caannot see the ship staying at anchor until 2 pm on Wednesday. My guess is thaat the last tender from shore will be about 2330 hours, arriving back at the ship at midnight or soon after. Instead of starting up tender service in the morning and then shifting to Hamilton around 2 pm, the ship would probaably leave the anchorage around 6.30 and berth in Hamilton between 8 and 8.30. Best soloution.

Stephen

I really appreciate your knowledge and backround but have to ask are these your opinions of how the process will go or do you have any personal knowlege of how the tendering process will go...

From what I understand all the decisions will be made by Marine & Ports.

[Topsham]

I really appreciate your knowledge and backround but have to ask are these your opinions of how the process will go or do you have any personal knowlege of how the tendering process will go...

From what I understand all the decisions will be made by Marine & Ports.



Well, back in 1982 and 1983 I was Queen's Harbour Master, Bermuda with the Department of Marine & Ports Services.

The tender is owned and operated by Marine & Ports but the actual tender schedule is drawn up by the ship after consultation with Marine & ports and the vessel's local agents.

Quite simple actually. The ship will be asked what time they want the first tender to depart from the ship to shore. The tender will come aalongsside immediaateely the vessel anchors as it will bring out Customs and Immigration officialss. Once the vessel is cleared embarkation caan commence and the tender will head off for St Geo. I don't know what the actual run time will be... probably 30 minutes, 40 max. Once in St Geo they will 'debark' the passengers and head back to the ship.

The ship will have some input in the departure times from sship and shore so that a. they can get pax ashore in time for their tours and b. get people back to the ship in time for lunch etc.

Whaat the tenders do not do is run without a timetable as is usually done when using ship's tenders. The schedule is fixed and every passenger going ashore will know exactly what time the returning tenders will leave St Geo. What you can be certain is that the turnaround time will either be 2.5 or 3.0 hours.

It is a tried and trusted system. Large have been used in Bermuda since the 1920's. In years gone by the tenders were much larger than the BERMUDIAN. There was a CANIMA that could carry 1,100 pax... easily and the old BERMUDIAN could carry 750. Incidentally the old BERMUDIAN was a tug/tender. I sailed transatlantic, Southampton to Bermuda in her in 1969 as Deck Boy. In 1983 I was her master for a month while I was Harbour Master... made a trip up to Norfolk VA for drydocking. In 1988 She was sold to UK interests aand I took her back accross the the Atlantic as Master... 19 years after the outward voyage as Deck Boy! For that voyage she was named TOPSHAM. The following year she was named ROYAL M and I sailed her from the UK to Piraeus. She is aan old favourite of mine. Anyhow, in 1988 two brand new tenders were built up in Maine for Bermuda, a new CANIMA and a new BERMUDIAN. Several years ago some idiot decided that CANIMA was surplus to requirements are she was sold to Cuba. Worth her weight in gold now... to HAL!!!!

One thing I will say about tendering.....BERMUDIAN is a large comfortable boat with airconditioned lounge etc. If the weather is nice... as it should be, the ride into St Geo is great for sightseeing and catching some sun. In the old days the final run back to a ship was reaal 'interesting'.... the crowd wwould have speent the day at the beach or at a bar and it was definitely 'party time'!!!! In the 1960's the old NIEUW AMSTERDAM, and many other ships used to come to Bermuda and achor for THREE DAYS! Tendering was part of the fun. Enjoy it! It does not have to ruin your cruise experience.

Stephen (TOPSHAM)

[modelman]

Whaat the tenders do not do is run without a timetable as is usually done when using ship's tenders. The schedule is fixed and every passenger going ashore will know exactly what time the returning tenders will leave St Geo. What you can be certain is that the turnaround time will either be 2.5 or 3.0 hours.

Stephen (TOPSHAM)

Stephen,
Do you think that there is any chance of using one of either the reserve "Fast Ferries" or maybe one of the reserve "Deliverance" Class ferries in addition to the Bermudian on those Tuesdays


http://farm1.static.flickr.com/152/370213286_3ac657bf03.jpg?v=0

http://cdn.cloudfiles.mosso.com/c19811/bermuda.guide.getting.around.ferries.and.boats.jpg

[RichNY]

Stephen..thanks for the information.....personally we are not worried in the least about tendering, it is what it is...and we'll make the best of it..

A vast majority of our trips to Bermuda have been for land vacations. Like one of my Bermudian friends said, if you stay in a hotel you don't have to worry about tenders......:D