Price Drop After Final Payment?

[willowoodf]

The price on our cruise has dropped significantly since we made final payment. It's not a special sale or anything, it is the regular price on the HAL website. Sailing is March 29. I know we can't get a refund like we can before final payment, and I realize we could cancel and rebook, but we would have to pay a cancellation fee plus lose our dining time and possibly our chosen cabin. My real question is this - has anybody been able to negotiate with their TA anything extra? We have used the same agency (a local branch of a national agency that is one of HAL's biggest bookers) for all our cruises, but our particular TA retired a year or so ago. The last couple cruises we have had another TA at the same agency and we haven't been particularly happy with her, although she hasn't done anything wrong, she's just not as nice as the one who retired. Anyway, our "old" TA would always get us something if the price went down even after final payment - an onboard credit, Pinacle grill, etc. The "new" TA pretty much said "sorry, nothing we can do." Our "old" TA would have done at least something. Do you think we just had a really really nice first TA? We've booked 11 cruises with this agency, about half of them in Deluxe Veranda Suites. I am inclined to think that in this economy when there are less people with less discretionary spending, that people in the customer service business should be trying extra specially hard to keep their current customers happy so they don't take their discretionary spending elsewhere.

I know we are not entitled to any refund after final payment has been made (but this is a policy I wish HAL would change), but I just think that our "new" TA could have thrown us a bone. I've heard of people asking for cabin upgrades, but we are already in a Deluxe Veranda Suite, so we can't go any higher except the Penthouse, and it's already sold out! LOL!

I'm just curious to find out if any other cruisers have gotten anything from their TA's in similar cases. Were we just spoiled by how great our "old" TA was, and it's unreasonable for us to expect anything? Or should we expect a little better customer service after spending so much with the same agency, and take our business to another agency (or directly with HAL)?

Mary

[jhannah]

I haven't. I'm guessing your old TA cut into his/her commission to make you a happy customer. I'm guessing that's nearly a thing of the past. Those after-final-payment bargain basement fares are almost always tagged "for new bookings only." And generally only less desirable cabins are remaining. I guess those of us who book early are most likely to get the "perks" of the cabins and dining time we want. We sure don't always get the best price.

[LAFFNVEGAS]

Mary I hate to say it but I am sure there is not much that can be done :( We have had this happen to us in the past as well. Back when we did our very first HAL cruise this happened and our TA called up and was able to to get us moved up from a Ocean View to a Verandah for no extra cost but then that was many years ago and we had some where to move up to :D

But it certainly does not cost anything to call and ask, maybe you can get some ship board credit out of it :)

[willowoodf]

Thanks Jim and Lisa for your replies.

Jim - all cabin categories except PS are open. Plenty of SA suites left, so not less desirable. But I know what you are saying. That is why we book early, to get our choice of things. We were just spoiled by our former TA. Why should customer service be a thing of the past? It seems that now more than ever when there are fewer customers out there that the agencies should do their best to keep those customers they have.

Lisa - how the heck are you? I haven't "talked" to you in a while. I haven't been on CC for a while except for looking at our roll calls. We tried calling our TA and she pretty much said "sorry, we can't do anything for you." I know that they don't HAVE to do anything, but our old TA used to give us some onboard credit or a Pinnacle Grill dinner or something at least. We have been excellent customers of this agency and in fact the owner took us out to lunch last year and wrote us up in their newsletter because we had been such good, loyal customers. Well, then our TA retired and its not been the same. Now it's like they really could care less about our business.

Mary

[anchorage1977]

You have stumbled onto the very secret of cruise pricing and yield management: cancellation schedules. There are two schedules, one for cancellation penalties and one for payments. Usually, but not always, you will find that the cancellations penalties kick in at the same time final payments are due after deposit (75 or 90 days before sailing often).

This is a little understood concept, but the cruise lines all do this in order to build themselves an window of time in order to discount prices at the last minute in a way that does not decrease their profits on existing bookings.

Although your travel agent is acting as their agent and earning a commission, I think you might be directing your frustration at the wrong party here. The TA did not lower the pricing, the cruise line did. Additionally, any upgrades you have received, or have heard of others receiving, were awarded by the cruise line - never by the agent. TAs do not have inventory control, that's is the exclusive domain of the cruise lines.

What would I do next time? I would make a strategic decision... is departure date, stateroom location and category important to you? Then book early, pay the best rate of the day and close your eyes after final payment is due to avoid the stress of seeing the price fall. If these 3 things are not important to you, then look up the final payment date for the cruise you are interested in and wait until the week after this has passed for the best fares to roll out. Maybe it will be sold out, maybe the suites will be closed, maybe early dining will be unavailable etc. But it is only this way that you (and your TA) will have access to the lowest fares.

In the meanwhile, ask your agent to raise the complaint with her sales person at the cruise line and see what comes of it. You and your TA have nothing to loose but the time it takes to write an email.

[willowoodf]

Anchorage -

Thanks - this was a well thought out reply that makes a lot of sense. I think you have a good suggestion here - raise a complaint through my TA with HAL.

That's the crux of it, isn't it? Book early and get what you want, but pay the price, or gamble. Gambling might be the way to go, though, at least until the economy improves. We are three weeks from sailing on this cruise and all cabin categories are open except the PH. I think the cruise lines will be giving more incentives to fill the ships.

Mary

[LAFFNVEGAS]

Lisa - how the heck are you? I haven't "talked" to you in a while. I haven't been on CC for a while except for looking at our roll calls. We tried calling our TA and she pretty much said "sorry, we can't do anything for you." I know that they don't HAVE to do anything, but our old TA used to give us some onboard credit or a Pinnacle Grill dinner or something at least. We have been excellent customers of this agency and in fact the owner took us out to lunch last year and wrote us up in their newsletter because we had been such good, loyal customers. Well, then our TA retired and its not been the same. Now it's like they really could care less about our business.

Mary
Hi Mary, yeah long time no see :D Not doing too much here in Vegas, still looking for work :( But each week it seems I have a new friend that has lost their job.

[jig]

I wish you wouls speak to someone at HAL. I have made payment and had money refunded. The policy was or is if after final paymentb is made and the price drops more then 10% you were ar can get a reduction. I have. That being said what the lines now do is keep the price the same online but push off the unsold cabins in bulk to wholesalers at huge discount while keeping the price the same. I know of people that have seen huge discounts on websites and called HAL to complain and they have made some accomadation. Give it a try. Nothing for you to loose but HAL might loose a customer.

Jeffrey

[mushroom]

Jhanna hit the nail on the head with his answer. In the past, Travel Agents often dug deep in their own pockets to keep customers happy. Now, it's almost impossible. Commissions are not based on a percentage of the total cruise price. Instead, the cruise lines keep out a big chunk of what you paid and deem it "noncommissionable charges". On some of the really cheap cruises (Not on HAL...but on some of the others in the Carnival family) the noncommissionable charges are actually higher than the cruise fare on which the commission is based. What all this means is...the TA's commission might still be 12%, but that is 12% of a greatly reduced figure. There simply is not enough "profit" in the sale to allow the agencies to come up with funds for big shipboard credits or upgrades. If the cruise line will not make up the difference, it probably won't happen at all in today's economy. As Jhanna said, the "perks" of dining, cabin selection, etc. are what you are getting. By the way...I've had this very same situation...and I totally understand your frustration. There should be a better way...but I'm blaming "the times" and not my agent. Believe me, they are suffering even more than we are with the way the industry is going today.

[jig]

Fares that are listed for new bookings are sales or promotional fares and subject to ending on some date. You have to go by the listed prices on the website. You have nothing to loose. I am going on the Eurodam and will ask wether the 10% is still in effect.
As far as the T/A comm., it is very hard to be in that business today. Tour co. and cruises still pay. I think 90% of cruises are still booked by T/A's. As opposed to flights.
I saw my last invoive from HAL and we booked at about $14,000 and she got about $2000. There are sales targets that increase your percentage. Anyway she gave us some wine, soda cards and Pinincle dinners. I ask for nothing but it is nice to be thought of.
BTW there were many people that paid less then us but on HAL the price never went down,it went up.

Jeffrey

[Jade13]

Hi Mary, yeah long time no see :D Not doing too much here in Vegas, still looking for work :( But each week it seems I have a new friend that has lost their job.

Hi Laffnvegas, we recently returned from vacation. I was surprised to hear you were laid off but than I thought you had a couple of offers.

I hope you find something soon.

[LAFFNVEGAS]

Hi Laffnvegas, we recently returned from vacation. I was surprised to hear you were laid off but than I thought you had a couple of offers.

I hope you find something soon.
Hi Jade, yes I had a few things brewing but unfortunately nothing panned out :o A few just keep you dangling. One had me calling them back every week for over 5 weeks. I hate to say it but I know the problem mostly is my age.

[willowoodf]

Several questions about some of the replies --

Will HAL even talk to us directly if we booked through a TA?

It's not so much that the TA said "no" it was the manner in which she said it. Not very nice. That's where my displeasure with the TA is from, her attitude. If she had handled it differently I wouldn't be on this thread now. She could have said "I'm really sorry, but HAL's policy is not to refund after final payment, but let me call HAL for you to express your complaint and see if there is anything at all they can do. I understand that you are frustrated that new bookings can get this cruise much cheaper, but they also don't get the wide choice of cabins and dining times that you did for booking early. And there's always the chance the price would go UP, and you wouldn't have to pay a higher price if you booked early." Wouldn't that have been much more diplomatic? Not the basic "Sorry, you're just out of luck" we got. (Not quite that bad, but the same flavor.)

How do you know about the 10% thing - is it written in the HAL website somewhere? Is there anywhere I can see that to quote it to my TA or directly to HAL?

Yes, the price I am seeing is right on the HAL website, not a flash sale, not a promo, not an online discounter. The regular price on the HAL website.

Lisa - last I heard you had a job at a bank or something like that? That must not have worked out? I'm so sorry. My company is not doing so good either, they have cut out most of our "perks" and they have laid off about 10% of their employees and we are all worried we are next.... I'm right with you there with the age thing, I would have a lot of trouble trying to find another job.

Mary

[jig]

Hi,

The 10% was told to me by a friend that was also a long time future cruise consultant on board. Se did many of the world cruises and was considered one of the top one. She has now retired to her home in Vancouver since HAL statred pushing sales quotas on them. She looked at the Pax as family and was never part of the hard sell.
She would give a talk about future cruises and why to book so far in advance and explained about their price protection plan. She was very clear about the 10%. Now that I think about it I got it dropped twice, $500 on a cruise down West Africa and something that might be more then that on my 36 day Aucland to Sydney to Singapore. My girlfriend now who I met on that cruise got a several thousand reduction after paying after learning that friends that were on it as well paid so much less for a better cabin.
As far as they speaking to you, remember it's your money. They would very much perfere to deal with agents as they know the talk but you have every right to question them about any fare you see. Tell them they will loose a costomer. They are getting harder to find let alone to keep anymore. I understand that the cruise lines need to make a profit to stay in business but if they are offering lower fares to the fly by nights that book at the last second and you gave then $1300 dep that is working capital for them for a year YOU deserve the better deal.
Good luck. And remember let them know there are others out there that want you too.

Jeffrey

[willowoodf]

Thanks, Jig. I just might try to call them tomorrow. What do I have to lose, right?

Mary

[hammybee]

In the past, Travel Agents often dug deep in their own pockets to keep customers happy. Now, it's almost impossible. Commissions are not based on a percentage of the total cruise price. Instead, the cruise lines keep out a big chunk of what you paid and deem it "noncommissionable charges".

It used to be that port fees and taxes were insignificant compared to the cost of an average cabin. Over time, port fees and taxes increased while the base cost of the average acabin on most cruises, substantially declined.

[Cruise Junky]

It used to be that port fees and taxes were insignificant compared to the cost of an average cabin. Over time, port fees and taxes increased while the base cost of the average acabin on most cruises, substantially declined.

We just paid $279 for a cruise to Alaska, the taxes and port charges were an extra $350. This is the first time ever my taxes are more than my cruise :eek:

[HangtownGal]

I didn't book through a TA, but directly through HAL. We're booked on a May 9 Mediterranean cruise - which is paid off. Today I noticed there had been another price drop so I called HAL and asked if I could apply the money I'd already paid for a stateroom upgrade [ocean view to veranda]. The woman was nice as could be and for just a wee bit more money we were upgraded.

HangtownGal

[kelmac]

As many of you know, Lauren and I alternate between HAL and Celebrity -- we love both lines! Celebrity always honors price drops after final payment and they will credit your card within a couple of weeks of the price change. We experienced two price drops with our last December cruise (after final payment) and our cruise this month we received two more refunds.
Under these economic conditions, that could be a factor when deciding which line to book.:rolleyes:
I've always thought Holland America does a better job with itineraries compared with Celebrity, but it was sure nice getting 31% credited back to my credit card after final payment. We leave for FLL in 11 days.

Enjoy!
Kel:)

[DebbieS732]

I didn't book through a TA, but directly through HAL. We're booked on a May 9 Mediterranean cruise - which is paid off. Today I noticed there had been another price drop so I called HAL and asked if I could apply the money I'd already paid for a stateroom upgrade [ocean view to veranda]. The woman was nice as could be and for just a wee bit more money we were upgraded.

HangtownGal

I have found this is a good way to take advantage of a price drop. If you can't get a refund then at least get an upgrade. When the price dropped on our cruise last month, there were no more cabins available in our category, so they wouldn't give me the discount. However, they happily upgrade us two categories since it was now the same price as what we had originally paid.

I see this as a win-win for both us and them. You are freeing up a less expensive cabin (which is more likely to sell) and you get an upgrade.

[KaiR]

Hallo,

I work in customer service, so I can give some general advice. Obviously, your TA is not willing to do anything for you, but in all probability she has a boss who understands how important it is to keep loyal customers happy. So you should contact this guy/lady and explain your unhappiness. Of course the travel agency has means to get a little compensation benefit for you and they know whom to call at HAL.

In addition to that, you should also write an E-Mail to HAL directly. It isn´t any large expense for them to give you some onboard-credits or similar. If they do not respond, go to the CEO himself. Make yourself heard, not everybody does that but for the people who do, there is usually a customer loyalty budget and the means to get something done.

Regards,

Kai