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About friedaliene

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    Kitchener, Ontaro
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  1. It's very true the time lag for processing seems outrageous. I will cut HAL some slack - I wouldn't want to calculate how many cruises were cancelled between beginning of March 2020 to this very day. They have dealt with thousands of refunds - air travel, excursions, specialty dining, cruise WIFI. I give kudos to all HAL staff I have talked with over the last 5 months - always polite, courteous. If it had been me on the receiving end of all the calls they have taken - I may very well have blown a gasket. They heard the same account from unhappy cruisers every day and remained upbeat.
  2. I'm sorry to say but nothing seems logical or sensible when it comes to cruise pricing, special promotions, OBC's. The port taxes & fees seem to be consist with other search engines or with the cruise line. Some internet companies charge a processing fee for booking and cancelling. We had booked with 3rd party internet and I had $25 fee when booking. Then when I terminated they charged $100 US. Holland advised early on that the "travel agents" would have their commission paid even for COVID related cancellations. The 3rd party service refunded me my $100 US but I chased that forev
  3. Holland America Accounting - Direct Phone number: 1 - 888 - 663 - 5984 - option # 3 If you call early Seattle time you have quicker response. I have phoned later in the day and had wait times as long as 1 hr 15 minutes. Use some of their lingo on them - we at Holland are being "FLUID" at this critical time. Push them for someone to expedite your processing - this isn't always effective. I have been phoning Holland twice weekly since May 7/20. Was advised June 21/20 that my request for credit refund had been approved by Credit Approval team. Also,
  4. I'm doing HAPPY HAPPY Dance - cancelled Eastern TA with Holland. Cruise cancelled Mar 14 - portion of credit was applied as FCC and received portion as a credit. The cruise would have ended May 9/20. Holland initially advised that I would be unable to receive actual credit for FCC. It took twice weekly calls and endless e-mails but today the FCC was converted to actual refund credit to my credit card. I can finally put to bed all my follow-ups for refunds of cancellations due to COVID19.
  5. This has been a long and horrendous process to have a credit applied to my credit card. It's not there yet!! But, a Holland - Accounting associate has advised that the credit was transacted on July 23/20. WOOO HOOO !!!! The credit card company has advised that currently transactions take between 10 - 15 business days. I have called twice weekly since May to inquire about my funds. Supposedly my credit refund was caught in an accounting loop and was sitting in "LIMBO". I have every possible body part crossed waiting in anticipation for the credit to hit my credit car
  6. We cancelled on Mar 6/20 our Apr 22/20 departure - at this time HAL was offering FCC on the amount that was really no longer eligible for refund but they were allowing FCC for this portion. I have attached PDF of HAL Press Release Mar 6/20 & Mar 13/20 for your reference. I am disputing the FCC credit and have requested a refund to my credit card - this is based on how policy changed almost daily early in COVID. HAL cancelled our cruise Mar 30/20, but even by Mar 16/20 we would no longer have been able to fly to the US as border was closed for only essential travel. On Apr.
  7. The FCC are not visible on your personal profile page. Supposedly it is registered under the original booking number of the cancelled cruise. This credit is linked to your Mariner number we just can't see it. I did receive an e-mail notification directly from HAL advising us of our individual FCC. Copy - FCC notification received March 18, 2020 Dear Travel Partner,
  8. A competitor cruise-line has posted a chart of exact dates that claims will be processed. Holland can't be that scattered brained that they don't have a chart for processing claims by cruise departure date. Maybe they would have fewer calls if they kept us apprised of their time-line for processing and thereby avoid an influx of calls. Just a thought Holland.
  9. I don't know the finesse of cruise lines accounting but it appears that extras such as drink packages, excursions or WIFI are credited back much at quicker pace than the actual cruise fare. It seems all the PLUS items are under another dept. control whereas cruise fares fall under the reservations department. Reservations dept. reviews then passes the approved credit to accounting for processing. I could be out to lunch but "Reservations" & "Accounting" are both on cruise credit processing overload. In "Normal" business practice the volume of cancellations being processed is probably small
  10. Well, I was in contact with Visa / Canada dispute this a.m. I'm waiting for FCC to be returned as full refund credit. According to associate I don't have a dispute to receive cash refund. The dispute reverts back to "Cancellation Policy" as was established at point of purchase. That the refund policy doesn't mitigate based on the "NEW" "Revised" options that have changed 3 perhaps 4 times since early March 2020. I have escalated in Disputes to a higher power. Will have to wait and see what out come will be.
  11. I don't have answer for you. The wait times just keep growing. Yesterday on another Roll Call, someone advised that NCL - is headed for bankruptcy. NCL - is seeking to split shares and seeking outrageous loans to cover them. They have 3 new ships - somewhere in the new build stages. I haven't looked at Carnival Corp. which falls under corporately but their shares have plummeted as well. Carnival has new ship Mardi Gras currently under construction (big bucks commitment). Even RCL - UK president advises that destinations will be coming back over extended period. Consider,
  12. I spoke to HAL - reservations associate this morning. As Atexsix indicated, I suggested that HAL could post all the ships / cruise that have had the refunds issued. Keeping us uninformed is only adding to every ones frustration. In fairness I think they are all flying by the seats of their pants. We consumers are fickle purchasers. HAL's biggest problem is "LACK" of public communication, use the web-site to update us. Maybe, we need to take this to HAL face book site. We have more power as a collective. They view Cruise Critic, but it's not out there for public viewing.
  13. Hello ON cruiser - in Tdot, Too often, I speak without considering the audience. I should have refrained from putting all our American neighbours in one big "Bin". I also sat on a "VISA - hold" to talk with a Dispute Associate only to have my call dropped - annoying but this is life these days. I am frustrated and want instant gratification of them saying "YES" we will expedite for you. I have to have the patience of respecting the queue - as our cousins across the pond are most respectful of the queue. We lived in the UK - ions ago, I was young and naive, I had a verbal take down for jumping
  14. Sorry, but you Americans are way to litigious. So you see a lawyer for consultation at $225 - $300 US an hour. How many lawyers you think HAL has. So potentially you could exhaust whatever refund your eligible for in legal fees. Some one here keeps mentioning BBB - they too are an organization with no clout or muscle. The BBB is just a joke. They aren't going to fight HAL again they are independent city/town organization trying to help the small business owner in the community. Have some patience is stressing over this going to get you your money any sooner. friedaliene H
  15. Disputed charges under the "old normal" fell under the 60 day's. In the "COVID19 oxymoron Normal" I'm left with impression this is a movable target. I spoke to a resolution specialist today, Holland has shifted staff from "Excursions / Speciality dining" over to processing either FCC or direct refund credit. The Holland associate did ask if I was experiencing financial hardship, employment termination or family member death, I guess they might expedite the refund, I have no explicate reason for pushing this other than I want my money. As the HAL associate was explain
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