HA customer service?

[revrick3]

I have been trying for hours to attempt a pre cruise hotel and transfer. I have been passed around for over an hour to abut 6 persons, each one said "we cant do that here", I knew they could and when I insisted they would then transfer me to another person. I was about to give corporate a call when I was connected to a rep named Jessica who was a dream. She knew what to do and took care of item quickly. I am not sure what is going on in Seattle but the really do have some customer support issues that are in serious trouble. Certain ones are getting to be experts at passing the buck and playing dumb. Not good for business in this time of economy.

[doone]

If you have a TA then I would highly recommend contacting him/her for something like this.

[jhannah]

There have been a number of posts here recently about unrealistic waits on the phone, transfers, and seemingly clueless CSRs ... not to mention significant glitches in their computer system. It would seem HAL needs to get their act together here.

[revrick3]

I booked online and didnt use a TA. That was where I ran into a problem, several reps. said I needed to contact TA. once told I did not use one, They then had the nerve to tell me well if you dont have a TA you cant book a pre cruise item. I knew better. They just would not listen at all and insisted there was nothing I or they could do. Then pass me on to the next inexperienced rep. After 5 I got 1 who knew her job and I praised her, wish I had some way to pass on her good work to supervisor, she insisted that was not necassary. They do have some problems though. If I ran my job like this I would be unemployed in about a week, if I survived that long.

[Krazy Kruizers]

Glad you finally did get someone (jessica) who was able to help you out and take care of everything for you.

[bepsf]

I'm glad that you got someone who could help - and that you were able to remember her name so that you could share it here - HAL really does read the boards so hopefully she'll get some kudos from her superiors.

I agree - we need more Jessica's
;)

[Southbound]

I recently had to call HAL's cust. svc. with a question and was hooked up with a "Jessica" on the first try. Don't know if it's the same rep, but the one I spoke with was a delight. Efficient, personable. A peach of a gal. :)

[dakrewser]

Note that you were probably not talking to Seattle and most likely weren't speaking to someone who works directly for HAL. That doesn't excuse the cluelessness of it all, but it's what most out-sourced customer service is becoming...

[elmorejj]

Agree with Dave. Last year I called customer service and was talking to someone in South Dakota!!...........jean:cool:

[johnlcruise]

It's not just HAL. but the other cruise lines are also going downhill when it comes to customer service.
The head office just does not care..they are only interested in the bottom line only.
I just left a company where I work as a customer service rep.
We got bought out by a big corporation about 6 years ago and the head office really did not care about us, did NOT keep us up-dated with new policys and prices..they only care about the bottom line..
In fact most of our reservation are now done on line..and the company wants to keep people doing it on line..(even though our web site was very hard to understand) Why? Because the company makes more money by having people book on line and having a smaller payroll.
We still get lots of calls with complants from guest about on-line promblems with bookings but corp. office give us very little support and told us just do your best..
So in other words guest services is going down hill because of big corporations just dont care.
Wish we could go back to the good old days when customer services really ment something.
But dont count on it with these BIG company's.

[Southbound]

I may or may not have been talking to someone in Seattle (next time I'll make it a point to ask the rep his/her location), but the Jessica I spoke with certainly put forth a very nice impression of HAL as a company.:)

[xpcdoojk]

I would consider booking it on your own as you can save a bunch of money most likely, or get a TA and let them get stuck on hold. :D Honestly, the price will be the same thru the TA or by yourself, why torture yourself?:confused:

jc

[Dog Mommie]

I called Norwegian Cruise Line's 800# listed on their past passenger magazine to update my address and got a lady working out of her home!:eek:
Said they did away with past passenger dept. and just had booking agents now. She could book me a cruise but tell me NOTHING of policies, cabins, etc.! She even thought it hysterical she was so disorganized and even put the phone down once to shout at her dog!:cool: