Grumpy or legitimate gripe?

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#1
Dayton Ohio
138 Posts
Joined Jun 2010
Not sure whether I am just grumpy or have a legitimate gripe. Of course I think I have a legitimate gripe. We are booked on a December 2012 sailing on the Westerdam. Since we booked last January, I have been periodically purchasing cruise credits on the HAL website. I just found out that my DH has been doing the same. Since we are purchasing these from the HAL website and not through our travel agent, I contacted HAL to find out the total cruise credits we currently have. You cannot find the total anywhere on the HAL website. Anyway, I spoke with Eileen who has to be one of the rudest people ever employed by HAL. She informed me that she, under no circumstances, could give me that info and I needed to call my TA or I could just wait and find out when I got onboard. I explained I had not purchased the cruise credits through my TA but directly from the HAL website. Good old Eileen just again said "I told you to call your TA". I think it is ridiculous that 1) HAL does not post this on your booking info (Princess does by the way) and 2) HAL makes you call your TA for information about purchases made directly from their website. This isn't our first HAL cruise, but it well may be our last. Thoughts from the CC group please!
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#2
Harleysville, PA USA
983 Posts
Joined Nov 2001
Just hoping to make you smile...

I spoke with Eileen who has to be one of the rudest people ever employed by HAL

rut row that's my name...I'll apologize for her!

Good old Elaine just again said "I told you to call your TA".

Maybe she has a split personality?

Sorry, I couldn't help myself. Back to your post. It would make sense to me, IrishEileen, that HAL would/should discuss this type of detail with the pax ordering online like you did, but, I know they do have rules about having the pax TA handle and the details.

I would let you do it! LOL
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#3
Athens, GA
2,844 Posts
Joined Jul 2005
I ran into this a couple of years ago, when I purchased credit ahead and several people purchased some for me.

The first HAL Customer Service Rep would not tell me even how much the total was, saying that they were gifts. A day or two later I called again and got a different CSR and got the total and breakdown of different credits. The only difference is that I book direct with HAL.

HAL seems to take the responsibility of the TA seriously

Having said that, many times you can get the information you need by talking to a different HAL rep.

Good Luck
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Zaandam W Caribbean 2000, Alaska 2006, Hawaii 2013 | Maasdam E Caribbean 2001, W Caribbean Christmas 2003, East Coast Relocation 2012 Southern Caribbean 2015| Zuiderdam E Caribbean 2003, W Caribbean 2004, E Caribbean 2005, Panama Canal 2010, Alaska and Full Panama Canal 2014 | Volendam E Caribbean 2007 | Westerdam E Caribbean 2008 Med Cruise 2017| Ryndam W Caribbean 2009 | Noordam S Caribbean 2012 | Eurodam E Caribbean 2013 | Veendam Canada / New England 2014, Canada / New England 2016 Canada / New England 2017 | Oosterdam Southern Caribbean 2015 | Prinsendam Southern Caribbean Christmas/New Years 2016 | Koningsdam Eastern Caribbean 2017

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#4
California
2,125 Posts
Joined Feb 2012
You haven't kept track yourselves? I've received confirmation emails from HAL for every purchase I've made and I immediately move them over to a separate folder so I can keep all info, confirmations and receipts for this cruise together. Errors happen, both human and computer. You should keep track of everything yourself and when you go on your cruise take copies of all confirmations and receipts so if there is a discrepancy you have proof to dispute it.

I am surprised HAL can't give you the info though. I would try calling again. You should get someone different answering and may get a different answer.
#5
Dayton Ohio
138 Posts
Joined Jun 2010
Originally posted by irisheileen
Just hoping to make you smile...

I spoke with Eileen who has to be one of the rudest people ever employed by HAL

rut row that's my name...I'll apologize for her!

Good old Elaine just again said "I told you to call your TA".

Maybe she has a split personality?

Sorry, I couldn't help myself. Back to your post. It would make sense to me, IrishEileen, that HAL would/should discuss this type of detail with the pax ordering online like you did, but, I know they do have rules about having the pax TA handle and the details.

I would let you do it! LOL
Lol Irish Eileen...I corrected my error on the name....I was a bit irritated!
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Pacific Princess 2001 -Bermuda
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Golden Princess 2006 - Europe
Golden Princess 2007 - Alaska
Carnival 2008 - Panama Canal Christmas Cruise
HAL Noordam 2009 - Caribbean Christmas Cruise
Sapphire Princess 2011 - Hawaii Christmas Cruise
HAL Westerdam 2012 - Caribbean Christmas Cruise
Grand Princess 2013 - Hawaii Christmas & NY Cruise
Celebrity Infinity October 2014 - Europe
Crown Princess December 2014 - Mexican Riviera
Royal Princess April 2015 - Caribbean Cruise
Celebrity Eclipse December 2015 -Caribbean Christmas Cruise
Celebrity Solstice May 2016 - Alaska
HAL Koningsdam 2018 Norway
#7
Dayton Ohio
138 Posts
Joined Jun 2010
Originally posted by NoobCruise
You haven't kept track yourselves? I've received confirmation emails from HAL for every purchase I've made and I immediately move them over to a separate folder so I can keep all info, confirmations and receipts for this cruise together. Errors happen, both human and computer. You should keep track of everything yourself and when you go on your cruise take copies of all confirmations and receipts so if there is a discrepancy you have proof to dispute it.

I am surprised HAL can't give you the info though. I would try calling again. You should get someone different answering and may get a different answer.
I kept track....DH hasn't got a clue. God love him!
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1982 - 2000 (19 cruises)
NCL, Carnival, Commodore, Homelines, Renaissance, RCL
******
Pacific Princess 2001 -Bermuda
Caribbean Princess 2004 - Caribbean
Golden Princess 2006 - Europe
Golden Princess 2007 - Alaska
Carnival 2008 - Panama Canal Christmas Cruise
HAL Noordam 2009 - Caribbean Christmas Cruise
Sapphire Princess 2011 - Hawaii Christmas Cruise
HAL Westerdam 2012 - Caribbean Christmas Cruise
Grand Princess 2013 - Hawaii Christmas & NY Cruise
Celebrity Infinity October 2014 - Europe
Crown Princess December 2014 - Mexican Riviera
Royal Princess April 2015 - Caribbean Cruise
Celebrity Eclipse December 2015 -Caribbean Christmas Cruise
Celebrity Solstice May 2016 - Alaska
HAL Koningsdam 2018 Norway
#8
Dayton Ohio
138 Posts
Joined Jun 2010
Originally posted by bplazo
I would be grumpy and annoyed!
bplazo, a fellow buckeye, just down the road!
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1982 - 2000 (19 cruises)
NCL, Carnival, Commodore, Homelines, Renaissance, RCL
******
Pacific Princess 2001 -Bermuda
Caribbean Princess 2004 - Caribbean
Golden Princess 2006 - Europe
Golden Princess 2007 - Alaska
Carnival 2008 - Panama Canal Christmas Cruise
HAL Noordam 2009 - Caribbean Christmas Cruise
Sapphire Princess 2011 - Hawaii Christmas Cruise
HAL Westerdam 2012 - Caribbean Christmas Cruise
Grand Princess 2013 - Hawaii Christmas & NY Cruise
Celebrity Infinity October 2014 - Europe
Crown Princess December 2014 - Mexican Riviera
Royal Princess April 2015 - Caribbean Cruise
Celebrity Eclipse December 2015 -Caribbean Christmas Cruise
Celebrity Solstice May 2016 - Alaska
HAL Koningsdam 2018 Norway
#9
113,034 Posts
Joined Jul 2001
You should have gotten e-mails confirming these purchases.

We get e-mails for everything we purchase.

Now -- how did you buy this shipboard credit? Credit Card? You can always go online or call your credit card company and see how much you have spent with HAL.
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Cruising is a wonderful way to enjoy retirement!
Stopped counting a few years ago -- have done over 140 cruises.
#10
Southern California
268 Posts
Joined Feb 2005
I can see the cruise credits I bought for an upcoming cruise on the HAL website by going to:

My Account
Reservations
View My Itinerary

I hope this will work for you too!

Kathy
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Past Cruises:
1996 Regent Sun - Alaska, 1997 Enchantment of the Seas - New England/Canada, 1999 Viking Serenade - Mexico, 2005 Coral Princess -Alaska, 2007 Noordam - Pacific Coastal, 2008 Volendam - Alaska, 2009 Amsterdam - Alaska, 2009 Golden Princess - Hawaii, 2010 Golden Princess - Pacific Coastal, 2011 Infinity - Antarctica, 2011 Oosterdam - Pacific Coastal, 2011 Eurodam - Caribbean, Millennium - Alaska Northbound, 2012 Veendam - New England/Canada, 2013 Golden Princess - Pacific Coastal, 2014 Celebrity Equinox - Mediterranean, June 2015 - Celebrity Silhouette - British Isles
#11
New Brunswick
45,807 Posts
Joined Jan 2009
Rule #1 - take your email confirmations with you to make sure you get them all

Rule #2 - take a look at your joint email confirmations and you should know what you bought - or look at your cc statements

Rule #3 - if you're not happy with the first answer you get out of Seattle - call back - with luck you will get someone else - and someone more helpful

People are only people especially in call centres or whatever - don't sweat the small stuff - call back and/or send HAL an email asking for a confirmation of all of the obc's purchased for your booking number.

but another call will probably be quicker

Nothing bothers anyone more than a rude/abrupt person on the phone - btw if she was rude I would have asked if the call was being recorded. If it was fine - I would be calling and/or emailing. If not, they have some employee # they have to give if asked. This lady needs some coaching. It's not what she didn't do or did do - it's how she said it
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Jacqui emailme Prinsendam April 12/19 Med Riviera & River Explorer Spreadsheet
#12
Dayton Ohio
138 Posts
Joined Jun 2010
Originally posted by Krazy Kruizers
You should have gotten e-mails confirming these purchases.

We get e-mails for everything we purchase.

Now -- how did you buy this shipboard credit? Credit Card? You can always go online or call your credit card company and see how much you have spent with HAL.
Yep, I can certainly do that. I just think it is absurd that HAL would not tell me when I called and wanted me to call my TA about purchases not made through my TA but directly from HAL website
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1982 - 2000 (19 cruises)
NCL, Carnival, Commodore, Homelines, Renaissance, RCL
******
Pacific Princess 2001 -Bermuda
Caribbean Princess 2004 - Caribbean
Golden Princess 2006 - Europe
Golden Princess 2007 - Alaska
Carnival 2008 - Panama Canal Christmas Cruise
HAL Noordam 2009 - Caribbean Christmas Cruise
Sapphire Princess 2011 - Hawaii Christmas Cruise
HAL Westerdam 2012 - Caribbean Christmas Cruise
Grand Princess 2013 - Hawaii Christmas & NY Cruise
Celebrity Infinity October 2014 - Europe
Crown Princess December 2014 - Mexican Riviera
Royal Princess April 2015 - Caribbean Cruise
Celebrity Eclipse December 2015 -Caribbean Christmas Cruise
Celebrity Solstice May 2016 - Alaska
HAL Koningsdam 2018 Norway
#13
New Brunswick
45,807 Posts
Joined Jan 2009
Originally posted by macky2
I can see the cruise credits I bought for an upcoming cruise on the HAL website by going to:

My Account
Reservations
View My Itinerary

I hope this will work for you too!

Kathy
Kathy - it only shows that you bought them - I've never seen the $$ amount here - nor for my beverage cards - not to barge in - but there is no way I have seen to prove what you have bought in this spot. Why I have to bring all those emails.

Hal has advised me that only the first purchase shows (and not the dollar value)
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Jacqui emailme Prinsendam April 12/19 Med Riviera & River Explorer Spreadsheet
#14
Dayton Ohio
138 Posts
Joined Jun 2010
Originally posted by macky2
I can see the cruise credits I bought for an upcoming cruise on the HAL website by going to:

My Account
Reservations
View My Itinerary

I hope this will work for you too!

Kathy
Not the total amt, just the checkmarks
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1982 - 2000 (19 cruises)
NCL, Carnival, Commodore, Homelines, Renaissance, RCL
******
Pacific Princess 2001 -Bermuda
Caribbean Princess 2004 - Caribbean
Golden Princess 2006 - Europe
Golden Princess 2007 - Alaska
Carnival 2008 - Panama Canal Christmas Cruise
HAL Noordam 2009 - Caribbean Christmas Cruise
Sapphire Princess 2011 - Hawaii Christmas Cruise
HAL Westerdam 2012 - Caribbean Christmas Cruise
Grand Princess 2013 - Hawaii Christmas & NY Cruise
Celebrity Infinity October 2014 - Europe
Crown Princess December 2014 - Mexican Riviera
Royal Princess April 2015 - Caribbean Cruise
Celebrity Eclipse December 2015 -Caribbean Christmas Cruise
Celebrity Solstice May 2016 - Alaska
HAL Koningsdam 2018 Norway
#15
113,034 Posts
Joined Jul 2001
Originally posted by badger1829
Yep, I can certainly do that. I just think it is absurd that HAL would not tell me when I called and wanted me to call my TA about purchases not made through my TA but directly from HAL website
Didn't your DH and you get e-mail confirmations?

You should have - you need to talk to a supervisor at HAL as well if you didn't get confirmation e-mails.
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Cruising is a wonderful way to enjoy retirement!
Stopped counting a few years ago -- have done over 140 cruises.
#16
Dayton Ohio
138 Posts
Joined Jun 2010
Originally posted by kazu
Kathy - it only shows that you bought them - I've never seen the $$ amount here - nor for my beverage cards - not to barge in - but there is no way I have seen to prove what you have bought in this spot. Why I have to bring all those emails.

Hal has advised me that only the first purchase shows (and not the dollar value)
Kazu, you are absolutely correct
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1982 - 2000 (19 cruises)
NCL, Carnival, Commodore, Homelines, Renaissance, RCL
******
Pacific Princess 2001 -Bermuda
Caribbean Princess 2004 - Caribbean
Golden Princess 2006 - Europe
Golden Princess 2007 - Alaska
Carnival 2008 - Panama Canal Christmas Cruise
HAL Noordam 2009 - Caribbean Christmas Cruise
Sapphire Princess 2011 - Hawaii Christmas Cruise
HAL Westerdam 2012 - Caribbean Christmas Cruise
Grand Princess 2013 - Hawaii Christmas & NY Cruise
Celebrity Infinity October 2014 - Europe
Crown Princess December 2014 - Mexican Riviera
Royal Princess April 2015 - Caribbean Cruise
Celebrity Eclipse December 2015 -Caribbean Christmas Cruise
Celebrity Solstice May 2016 - Alaska
HAL Koningsdam 2018 Norway
#17
New Brunswick
45,807 Posts
Joined Jan 2009
In all seriousness - if my DH ordered OBC's (knowing him) he would delete the emails to keep it a secret. I put them in my HAL file, but not everyone does this. some of the emails could be deleted or whatever. Finding out that you both were ordering (although I would know what I have ordered if DH asked) could be very discomboobalating.

While I keep track, I do think that HAL should be able to tell you what your accumulated total is and send a confirming email. JMVHO
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Jacqui emailme Prinsendam April 12/19 Med Riviera & River Explorer Spreadsheet
#18
Hanford, CA
2,572 Posts
Joined Jun 2007
Originally posted by kazu
<SNIP>

While I keep track, I do think that HAL should be able to tell you what your accumulated total is and send a confirming email. JMVHO

Although, it appears you'll have to ask your TA to ask them and forward you the info. Sigh...
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#19
New Brunswick
45,807 Posts
Joined Jan 2009
Originally posted by maxout
Although, it appears you'll have to ask your TA to ask them and forward you the info. Sigh...
doesn't make a lot of sense does it? the orders are placed on the HAL website according to the OP - so why should the TA need to be involved

I'm betting a call and getting a different person might get a different response It's worked for me before (not for this - but for other things)
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Jacqui emailme Prinsendam April 12/19 Med Riviera & River Explorer Spreadsheet
#20
California
2,125 Posts
Joined Feb 2012
Originally posted by badger1829
I kept track....DH hasn't got a clue. God love him!
lol well, at least he was trying Hopefully you can find someone else at HAL to help you