Better Training

[mariner]

E-mailed HAL after receiving docs because there there were no Bahamas immigration forms in the package.

The response sent me to the US form (duh).

So called HAL and was told there's no such thing. Told the agent there most certainly is and if he ever called at HMC, he filled one out . Directed him to the ``Know Before You Go Booklet.''

His response, ``I've booked 400 passengers and not one needed to fill such a thing out.'' Told him, ``Nice job with Alaska. Now get me a supervisor.''

The supervisor said the US form is online. Told her, yes, but the Bahamas could care less. She said she would check. When she came back, she said, ``I've learned something! Yes, you do need one, but we're not sending them out. You'll either fill them out on the pier or on the ship.''

The least HAL could do is send these agents on a cruise so they would at least know what passengers encounter. Or hire people that have cruised.

[dakrewser]

Evidently this sort of problem is rampant throughout the industry. But it does keep the price of a cruise down...:(

[elmorejj]

In the past on some occasions we have rec`d the Bahamas imm. form with our docs and other times have had to fill them out at the pier. Also if you are stopping at Tortola you will need to fill one out for the British Virgin Islands. It would be much easier to have them in the docs. IMO, its a pain in the butt to stand in the terminal filling out more paperwork.....jean :cool:

[spcl4cs_gal]

Last time I was on the Zuiderdam my Bahamas forms arrived in my mailbox one morning. When I asked about that I was told that since we would be visiting the island at the end of the cruise that they would only be needed the day before we arrived and that this is why they weren't included with the docs. On the other hand, on the eastern caribbean cruise where HMC is at the first of the cruise, the Bahamas form was included in the wallet and I filled it out on the plane.

[spcl4cs_gal]

Last time I was on the Zuiderdam my Bahamas forms arrived in my mailbox one morning. When I asked about that I was told that since we would be visiting the island at the end of the cruise that they would only be needed the day before we arrived and that this is why they weren't included with the docs. On the other hand, on the caribbean cruise where HMC/Nassau is at the first of the cruise, the Bahamas form was included in the wallet and I filled it out on the plane.

[jhannah]

More training needed, indeed! Oh well. I fail to understand why they can't put this up as a PDF file on their site. As mentioned, filling it out at the pier slows things down.
I need to get to the Lido!!!

[spcl4cs_gal]

Deleted

[LizB1]

Most often the Bahamian Immigration Forms are given out while you are onboard the ship. Quite awhile ago they did include them with your Travel Documents but now, I believe, they are sent to your cabin to fill out and return to the Front Office.

[gizmo]

I have had all of the above. They have been in the documents, they were handed out on board, and my last cruise in April they were handed out while we were in line checking in.

It would be so much easier to put them up on Hal's web site.

Back to the subject, yes, those answering phones and customer's emails are sometimes clueless. This is something basic and simple to answer, but why they can't get it right is beyond me. :rolleyes:

[KSCnCA]

On the Zui Eastern Caribbean last month 2 couples of our group of 10 got ours at the pier as we checked in. The other 6 were not given anything and had to go to the front desk and request them. It seemed really odd that the immigration staff were so unorganized since we all were getting on the same ship, they should have a standard check list for each itinerary, whether it be Eastern, Western, Panama, etc.

[rkacruiser]

I am not trying to make an excuse for Mariner's experience, but to offer a possible reason why the experience happened: The new reservations office in North Dakota was supposed to start operating early this month. Perhaps, Mariner's phone call was routed to this new office and its staff may not yet be aware of all the "ins and outs" of a Holland America cruise.

[dakrewser]

I am not trying to make an excuse for Mariner's experience, but to offer a possible reason why the experience happened: The new reservations office in North Dakota was supposed to start operating early this month. Perhaps, Mariner's phone call was routed to this new office and its staff may not yet be aware of all the "ins and outs" of a Holland America cruise.

If they aren't ready to answer simple questions, then they should still be in training...