Do I have a REAL problem???

[Sueseb]

On June 19th we booked on the Volendam for 12/13 through an on line agency (very reputable). Paid the deposit and I had a $750.00 credit voucher from HAL to be applied to the remaining balance. The agency asked me to FAX a copy of the voucher to them, which I did the next day. The TA called and said that HAL wanted the original and that was sent on 6/22 and I was told I would get a new confirmation with the new balance due. I have yet to receive it.
I have called HAL but they refuse to speak with me, only the TA. She was told that it it had been posted on 7/28. Still no confirmation. She called again this AM and was shuttled "from pillar to post" -- told they had the voucher but it had not been posted and couldn't tell her when it would be or why it hadn't been. When she called tonight she said that her supervisor would take over tomorrow.
Any thoughts on where I go from here? Thanks. Sue

[lougee1043]

When she called tonight she said that her supervisor would take over tomorrow.
Any thoughts on where I go from here? Thanks. Sue

talk to the supervisor tomorrow

[DD]

Sue, HAL's accounting department is not usually lightening fast with things like this. They're honest and they do a decent job but speed isn't their strength in my opinion. If you don't get it straightened out tomorrow, I'd push the issue further but at this point, I'm thinking they just might need a little more time.

[KAKcruiser]

I don't think you should panic but I think it is important to get it straightened out. HAL is very fast with some things and very slow with others. I do think you have to stay on top of it, though.

[Krazy Kruizers]

When is your cruise??

Hopefully not for a couple of months while you are getting all this straightened out.

Good luck.

[peaches from georgia]

When is your cruise??.....



[QUOTE=Sueseb] On June 19th we booked on the Volendam for 12/13.....[QUOTE]

[kryos]

On June 19th we booked on the Volendam for 12/13 through an on line agency (very reputable). Paid the deposit and I had a $750.00 credit voucher from HAL to be applied to the remaining balance. The agency asked me to FAX a copy of the voucher to them, which I did the next day. The TA called and said that HAL wanted the original and that was sent on 6/22 and I was told I would get a new confirmation with the new balance due. I have yet to receive it.

I don't think you have a problem ... because this is the exact thing I had to do last year for my 30-day Hawaii/South Pacific cruise this past January. I had a credit voucher that was issued by HAL on a previous cruise and my TA had me send him the original since he said that HAL would only accept the original. I sent it to the agent, received the credit, and my final balance due reflected the application of that credit. I think you're getting all excited about nothing. It just takes some time for the agent and HAL to get their accounting records in sync. You should be fine.

Blue skies ...

--rita

[Tricia724]

At least HAL admits they have the voucher.....that's one thing in your favor. If they said they had no record of receiving it, then I think you'd have something to worry about. As it is, I think you'll be OK.

Still, they've had plenty of time to apply it to your account. I don't blame you for wanting something tangible in your hands. Keep after them.

[Sueseb]

Thanks to all who replied. I guess I'm just getting a little "antsy." But, I really got upset when they (HAL) said they couldn't talk with me -- it is my money that they accepted as a deposit and a voucher with my name on it. Sort of "why in the world would I think I should be privy to any of that imformation". Sue

[the2ofus]

Sue,
I think HAL is always cautious when dealing with pax who are using a TA. If they work directly with the customer, there is no way to place responsibility if something goes wrong. If two people have their fingers in the pie neither knows what the other is doing.

Hopefully you sent the original by certified mail, return receipt requested, so you have written proof of receipt at HAL.

[KAKcruiser]

You have to book directly with HAL for them to talk to you about your reservation. Once you go through a travel agent, they have to handle all communication. So, keep after your travel agent.

[DD]

The above posters are correct. Your agent acts on your behalf. The cruiseline will only discuss your booking with your agent. That's why it's so important to not only get an agent that you trust but also to make sure that your agent is reachable. Make sure that you have an agent who will return your calls within the same business day. Make sure that you have an agent who, if out of town, has a partner agent who will return your calls that same business day. It's so important that your agent is good at communicating with you promptly -- that's really the key to a successful agent/client relationship (well, that and know the product, lol)

[bottomrung]

I always book on-line and the booking number they give me is also Hals booking number. I have contacted Hal twice with my present cruise Booking number and they have always answered my questions. Has your agency given you your Hal booking number. If not next time I would change agencys!

[Sueseb]

All is well! TA called this morning to say they had finally gotten confirmation from HAL that the voucher had been credited to my account. Sigh of relief!

[BJHOOSER]

That is great and i am happy for you. i got my mess simular to yours straighten out today too and it was their error so i have a two upgrade to lower promande. keep smiling Abbyhttp://boards.cruisecritic.com/images/icons/icon7.gif