Printing boarding pass

[Sleepladypalmdesert]

I filled out the necessary forms online regarding our check in, immigration, etc. for our Feb 5. Circle Hawaii cruise. When I went to print, I got the message that I could not print until I had paid in full for the cruise. We have already paid in full. I called HAL and was told rather rudely by the agent that "I should just fill out the forms in my blue doc folder, as that is why they send them to us." I explained that I already went to the trouble of filling it out online, as this seemed to be the suggested method of checking in and would prefer to print them and she told me "Well, there is simply nothing we can do, speaking to me as though I was slow" I was pretty frustrated...and after going through the site again I decided to try to call one more time. I ended up with a delightful gal who checked to ensure that I was paid, once confirmed she put me on hold to see what was going on. When she returned she told me that they were having some tech issues that were being worked on and that I should recheck later in the afternoon or evening as they anticipate the problem would be corrected by then. She was professional and agreed that it is much easier to just print it out online. I am glad I decided to place the second call. If anyone is trying to print out Boarding passes and having trouble...try later. Just goes to show....it all depends upon who you talk to. If you speak to someone from HAL and don't feel like you are treated well, I suggest you call back...most of the customer service staff are excellent.

[jhannah]

I'm glad you called back. Sorry you got the agent you did on the first call. No excuse for being dismissive and not willing to find the source of the issue.

[cmdchiefthom]

For years and years, I had been using the same TA when booking a cruise. She was an absolute blessing. She recently retired, and I was left with nobody I knew at the agency. Since that time, I've dealt directly with HAL, and have had, for the most part fantastic service. However, I booked the (originally) 2 April 2010 Zuiderdam ten day Panama Canal cruise. I continued checking the curise fare on HAL's website, and suddenly, a couple of weeks ago, the cruise vanished. The only sailing close to that was the Zui, on 31 March. I called HAL, and the first agent basically treated me like I was some kind of moron. He kept telling me my cruise was scheduled for the 31st, but I kept telling me my documents were stated the departure was 2 April. I finally demanded to speak to a supervisor. After some hesitation, I was put through and finally, the supervisor realized the departure date had been changed! DAH? She was a pleasure to deal with, and I actually saved some bucks on our suite. The first guy, who thought I was a moron, simply was one!:eek:

[Sleepladypalmdesert]

I know...where do they get off speaking to us in that long suffering, "you must be slow" tone. It makes me nuts! But, I have to say...I am so happy that I called back because the next gal, was very sweet and helpful and went out of her way to find out what the problem was.

[sail7seas]

What Ms. Talk down to the customers doesn't get (in addition to lots else) is that HAL wants us to register on line. If you are not pre-registered on line and get to check in something like less than 90 minutes from sailaway time, you could be refused boarding as the manifest is submitted by law to authorities. If your name and passport info etc is not on that manifest, you don't get to board. If you have pre-registered, your name will be on the list.

Ms. Rudeness needs some 'schooling'. IMO

[carlabob]

I made final payment on Feb. 9 for our 4/24 sailing on the Maasdam & the online check-in page then changed my printability message to state that the boarding passes would be available to print on 2/28. That made perfect sense to me. That message stayed on the page through last night. So, today....2/28.. I went in to print the passes and I now get the same message as the OP; ie: that I'll be able to print after I make final payment.
I called HAL (twice) and am happy to report that my concern was addressed and I didn't receive any rude or dismissive treatment; however, the best answer they could come up with is that there might be computer problems. I'll check again on Monday, as it seems their IT dept. doesn't work on the weekend.
I checked the OP's postings on her roll call dated after the one on this thread and it seems that she never was able to print her boarding pass.....I can only hope that within the next 6 weeks HAL gets this figured out, but the OP's experience isn't encouraging.



I filled out the necessary forms online regarding our check in, immigration, etc. for our Feb 5. Circle Hawaii cruise. When I went to print, I got the message that I could not print until I had paid in full for the cruise. We have already paid in full. I called HAL and was told rather rudely by the agent that "I should just fill out the forms in my blue doc folder, as that is why they send them to us." I explained that I already went to the trouble of filling it out online, as this seemed to be the suggested method of checking in and would prefer to print them and she told me "Well, there is simply nothing we can do, speaking to me as though I was slow" I was pretty frustrated...and after going through the site again I decided to try to call one more time. I ended up with a delightful gal who checked to ensure that I was paid, once confirmed she put me on hold to see what was going on. When she returned she told me that they were having some tech issues that were being worked on and that I should recheck later in the afternoon or evening as they anticipate the problem would be corrected by then. She was professional and agreed that it is much easier to just print it out online. I am glad I decided to place the second call. If anyone is trying to print out Boarding passes and having trouble...try later. Just goes to show....it all depends upon who you talk to. If you speak to someone from HAL and don't feel like you are treated well, I suggest you call back...most of the customer service staff are excellent.

[marle7]

I think there might be a few computer glitches going on with their online system. I printed out our boarding passes a few weeks ago. Today I got a note from my TA saying HAL had sent her an email saying I was missing information on it, something about needing my US address.

We are not staying in the US after the cruise, but flying straight home. I indicated that on the form and put in the flight numbers etc. But ok.

I went back on line and checked three times. There was no place for me to enter in a US address because I had indicated we would be in the States less than 12 hours.

Called my TA who then called HAL, who verified that my online registration was fine and that they'd been getting a lot of calls like this. Something in their system is a bit screwed up and is generating these automatic emails.

[Juanita462]

I tried at least 10 times to print off our boarding passes - nothing doing. finally emailed our TA and she managed - with great difficulty - to print them off and mailed them to us. Have tried a few times since then and still can't print them off. Definitely a glitch in their system.

[jhannah]

... the best answer they could come up with is that there might be computer problems. With HAL? Nah! Couldn't be! ;)

...it seems their IT dept. doesn't work on the weekend. H-m-m-m. Maybe they should! :rolleyes:

[HamOp]

Here is a little something I do that always seems to help when dealing with any customer service, not just HAL.

Customer Svc: "Hello, this is Judy. May I help you?"

Me: "Hi Judy, before we get into my problem, could I please have your extension number or last name incase we get disconnected?"

Customer Svc: "Sure, I'm at extension 123"

Me: "Thanks Judy, Just let me get that down. I like to keep a record of whom I speak with"

Now "Judy" knows that I know how to get back to her (or her supervisor) in the event of a problem.

[Two@Sea]

I booked our cruise, waited two days for the info to get from our TA to HAL, went to the website, completed the online check-in form, and blithely (one seldom gets to use that word, so I decided to throw it in here!) printed it out... I even made an extra copy.

Lucky me! :)

[carlabob]

On the one hand, I'm glad to know I'm not alone. On the other, I would think that something as important as the ability to print one's boarding pass would be addressed by now, since OP's message is dated end of January, it's clear this isn't a new issue. (Jim, I know you're not a bit surprised by this - HAL has had their website challenges, to be sure.)

For a brief minute I thought that the coincidence of dates was a clue....February 28 being the date that my previous message said I'd be able to print the boarding pass....thinking perhaps Inventory/Revenue management flipped a switch overnight and were running a program to assess inventory and maybe that's why I'm getting the old "final payment required" message & can't print. But, now I've come to the conclusion it's just plain old IT issues. I've checked & re-checked all my data entry & nothing is missing & the status states complete.

I do have a supervisor's direct extension #, but will give this some time to resolve before I make that call. It's better to call and convey how patient one has been over a period of time vs going to the well too often ...

Technology's great...when it works.

[Sleepladypalmdesert]

Yes, you are correct...I never was able to print out my pass. We filled out the immigration papers that come in the Blue folder...it irritated me, but in reality is was not that big of a deal. We boarded just fine. I think my irritation came mostly from the snippy way I was treated when I called.

[catl331]

If you can't print out your boarding pass, don't worry about. As long as you know your booking number they can pull it up at the check-in desk. I know this because my DD couldn't find hers when she went to check-in! :) (Providing, of course, that you're sure that the final payment has reached HAL.)