Does HAL really care? What do you think?

[Toad]

Having just posted some comments on our recent cruise, I am wondering if the rest of you believe that anyone from HAL ever looks at this site, or if our thoughts have any impact on the Cruise Line. Is this really just a sounding board, or is it a vehicle for positive change?

[doone]

I have spoken to crew members onboard and they say they do read these boards. Who knows.

[HeatherInFlorida]

Yes, I believe there are people at HAL in Seattle reading this boards and I think it matters. If they were to see an ongoing issue, they are going to seek to make a change. I doubt very much that a single person's post about an unbelievably "bad" cruise is going to make a big difference. But if those "bad" experiences continue to be mentioned week after week, they're going to definitely look into it.

Otherwise, why would they read these boards? Certainly not for amusement.

JMO

[Time2sail]

"Otherwise, why would they read these boards? Certainly not for amusement"

I imagine some of our posts make them laugh and roll on the floor, too. From the factual to the ridiculous, it's all here:)

[tomc]

Otherwise, why would they read these boards? Certainly not for amusement. Gee, I dunno. I thought that thread about sneaking alcohol on board was pretty funny. Like, "Here's how I'm going to do it so they won't catch me." Why not just wear a sign saying, "Look inside our carry-ons," or "we figured you'd never check under our lingerie." If I were at hq and saw a thread like that, I'd be posting it on the "They Don't Think We're Reading It" bulletin board.

[HeatherInFlorida]

I meant "certainly not for amusement" in a general sense. Lots of these threads are hysterical and I can only hope they read the TP thread:D . But overall and over time I don't think of most of these threads as amusing. After awhile I can just see someone going to their boss and saying ..."Can someone else do this for awhile? Please?". JMO.

[CDRMark]

Of course they "care"! Any customer service business relishes constructive feedback, and they get it here (and other likeminded venues) for bupkis! I am guessing that they are pretty good at separating the wheat from the chaff, too.
That said, they "care" within the confines of the bottom line; they are a publicly traded company and have to answer to the stockholders.
Cheers
MarkB

[ekerr19]

Trust me - they read them. When someone approaches and says, "Are you ekerr19?" while we are onboard - I know they are reading and not just skimming the topics. :)

[ron46936]

If they don't have people reading the boards, they should. Plus they shoujd read the other lines boards as well. For a few minutes work each day they can get a lot of good feedback. Not that they would need to act on every suggestion.

[jhannah]

I believe RevNeal recently mentioned that someone recognized him on board from his CC avitar. I haven't spoken with anyone on a HAL ship regarding this forum ... but I have visited with a CD on Princess who not only read the Princess board but participated from time to time. So, yes ... folks employed by the cruise lines do come here. While we're probably not a totally valid statistical sample (although I don't know why we wouldn't be, as diverse as we are) I am sure that the "pulse of the people" they can take here for free would cost tons of money if they had to contract with a marketing/research firm to do it.

[sungoddess]

I work for HAL onboard the ships, and I can tell you that many staff members in my department (Hotel) read Cruise Critic. Not only is it a good way to see how people are feeling about HAL, but it certainly gives us ideas on what we can improve on. Of course, there are always a few that make us giggle.....

[dakrewser]

When the hotel mgr taps you on the shoulder and asks "are you Dakrewser?", you know that people are reading these boards. People in Seattle, and people running each ship. Well, maybe not each ship but I'd be willing to wager that those ships we consider to be the better ones in the fleet are staffed by folks who do read here and in that other place....

[zdude]

Good reason for the avatar (or bad, dependin on your point of view).

I am pretty sure that I could pick you out easily on the ship.

[FoxyTerrier]

Trust me - they read them. When someone approaches and says, "Are you ekerr19?" while we are onboard - I know they are reading and not just skimming the topics. :)
Did that really happen or are you pulling our legs?

[tomc]

Nobody ever asked me; I feel so rejected :(

[dakrewser]

Nobody ever asked me; I feel so rejected :(

Maybe if you put a microphone on your table in the corner of the Lido......:)

[HeatherInFlorida]

When the hotel mgr taps you on the shoulder and asks "are you Dakrewser?", you know that people are reading these boards. People in Seattle, and people running each ship. Well, maybe not each ship but I'd be willing to wager that those ships we consider to be the better ones in the fleet are staffed by folks who do read here and in that other place....

So then, Dave, are you saying the hotel manager recognized you from that 20 year old picture????:D

[ekerr19]

Did that really happen or are you pulling our legs?

I am not pulling your leg! I was also posting from onboard and some of the staff were very curious if they could figure out who I was - in the end, well I don't want to post his name here - but I hope we see him onboard the Volendam. :)

He should be there right now.

[ekerr19]

So then, Dave, are you saying the hotel manager recognized you from that 20 year old picture????:D

You are being VERY feisty today! :eek:

[dakrewser]

So then, Dave, are you saying the hotel manager recognized you from that 20 year old picture????:D

I'ts only a 5 year old picture, Heather! :eek:

Anyway, this one might scare folks -

http://www.nwfusion.com/graphics/templates/kearns_thumb.gif -dave

[LAFFNVEGAS]

Dave, You know in this picture
http://www.nwfusion.com/graphics/templates/kearns_thumb.gif

You kind of look like Kenny Rogers. Are you actually some one famous and not telling us.;)

[ekerr19]

Lisa - Now, that's funny! :D

[RuthC]

Last summer the Food and Beverage Manager on the Rotterdam certainly knew all about me when I boarded:eek: ! Fas as I know our paths had never crossed.

A year or so ago, when HAL moved to the early boarding practice, I mentioned in a thread that it would be difficult for single passengers to tote their luggage around to the Lido while waiting for the cabins to be available. Until that point there had been no mention of a storage room for the carry-on's.
When I boarded in July there was storage available. Was the plan already in place:confused: ? Or did HAL see a good idea when it read one:confused: ?
Guess we'll never know. :)

[RuthC]

Nobody ever asked me; I feel so rejected :(
Of course I don't work for HAL, and it was a planned CC meeting, but still. I did approach you and ask "Are you tomc?"

So, now don't you go feeling so rejected! :)

[Bill S]

tomc: just wear your microphone tee shirt to dinner on formal nigh and I bet you will be "noticed" by someone! :)

[dakrewser]

Dave, You know in this picture
http://www.nwfusion.com/graphics/templates/kearns_thumb.gif

You kind of look like Kenny Rogers. Are you actually some one famous and not telling us.;)

Some folks have confused me with Burl Ives, but my favorite story (and this is TRUE) happened in mall in Columbia, MD. I stopped into the candy store to pick up some Jelly Bellies when a women with 3 kids in tow came in. THe youngest spotted me eyeing up the jelly beans and his eyes got wide and his jaw dropped. He yanked on his (I suppose) mother's arm and excitedly whispered something to her. She replied, "well, ask him." So he came over to me and, very politely asked, "Excuse me, are you Santa Claus?"

I declined the honor, but I did feel pretty good all afternoon!

[Toad]

Well, thanks, I now know for certain that cruise critics read this and maybe a few HAL employees, but do you think that many changes are made as a result of this board?

[tomc]

I think it's all put into the mix; another source of input.

[grannynurse]

call you by name you start to wonder.....
This did happen to us last summer, and only a few on this board know my "real" name...now Ruth, don't you tell, I am, after all, still saving the brown stuff. A BRIBE? moi?
GN

[stanford's girl]

I would think that any company involved with customer satisfaction would like to hear what they have to say. If it's bad, they can fix the problem. I would like to believe that someone from HAL does read them. If not, then they are sure missing the boat on this one(no pun intended).;)

[trubey]

I've been wondering if the cc board users typify the demographics of the "average" hal cruiser. I like to think we are smarter. susan.

[SeaPeaInn]

No doubt that HAL as a corporation cares very much. The problem is that the person you are dealing with on the ship or on the phone may not. I'm sure someone monitors the boards.

We are cruising for the first time on Oceania and am now posting on that board. I found it interesting that one of the owners, Frank Del Rio, sometimes answers questions personally. He quite wisely stays out of any debates.

[jhannah]

No doubt that HAL as a corporation cares very much. The problem is that the person you are dealing with on the ship or on the phone may not. How true! The old "a chain is only as strong as its weakest link" syndrome. This is the real challenge with any customer service position. One I-don't-give-a-rat's-patootie attitude creeping out over the phone taints our impression of the whole company. (Of course, some of us can be just a tad demanding and very vexing to the rep on the other end. ;) )

[Toad]

Thanks for all the responses. At least I know CCers care and probably someone from HAL as well.