Jump to content
badger1829

Grumpy or legitimate gripe?

Recommended Posts

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!

Edited by badger1829

Share this post


Link to post
Share on other sites

Just hoping to make you smile...

 

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

 

:prut 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? :D

 

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

Share this post


Link to post
Share on other sites

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

Share this post


Link to post
Share on other sites

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.

Share this post


Link to post
Share on other sites
Just hoping to make you smile...

 

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

 

:prut 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? :D

 

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!

Share this post


Link to post
Share on other sites
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!

Share this post


Link to post
Share on other sites

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.

Share this post


Link to post
Share on other sites

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

Share this post


Link to post
Share on other sites

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:D

 

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:rolleyes:

Share this post


Link to post
Share on other sites
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

Share this post


Link to post
Share on other sites
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)

Share this post


Link to post
Share on other sites
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

Share this post


Link to post
Share on other sites
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.

Share this post


Link to post
Share on other sites
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

Share this post


Link to post
Share on other sites

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:)

Share this post


Link to post
Share on other sites
<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... :confused:

Share this post


Link to post
Share on other sites
Although, it appears you'll have to ask your TA to ask them and forward you the info. Sigh... :confused:

 

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:confused:

 

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)

Share this post


Link to post
Share on other sites
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

Share this post


Link to post
Share on other sites

I think all lines are the same. The CSR are programed to say if you used a TA you must go through them for all questions. That's way I use the cruse line direct always, I don't like dealing with a middle person.

Share this post


Link to post
Share on other sites
Not the total amt, just the checkmarks

 

try completing the online check in. Once you complete it, at the bottom of the page should be a personalized itinerary. Is it listed there?

Share this post


Link to post
Share on other sites
Kazu, you are absolutely correct

 

once in a while:o:p and yes, I still think that they should either be able to help and/or resend all the emails - I find it hard to believe that there isn't some file there in HAL land attached to your booking number with the info.

 

That - or fix the itinerary so that it actually shows the dollar amounts - it would make life easy as I buy a bit of OBC here and there - not all at once:)

Share this post


Link to post
Share on other sites

Since you don't have the answer, and have to do something else to get it, why not just call the TA and have him/her find out? It would seem to be the easiest way to get the info, which was the objective.

When you book a cruise through a TA, the TA owns the booking. The TA is getting paid to run interference and answer all your questions. Why not let the TA earn the pay?

Share this post


Link to post
Share on other sites
Think of the career nonIrish Eileen has ahead of her. She can move to Comcast and if she's very grumpy, AT&T may call.

 

Just to good:D:D:D had to laugh:):)

Share this post


Link to post
Share on other sites

This is an example of one reason I don't use a TA.

 

I would be grumpy and annoyed if I had to go through a third party to get info which was my business to know. It is HAL's firm policy to not speak with guests who have booked using a TA. As mentioned above, that is what the TA is being paid to do.

 

Hopefully, your TA is efficient and available and will seek the information for you.

 

Please let us know how you make out.

 

 

Share this post


Link to post
Share on other sites
think of the career nonirish eileen has ahead of her. She can move to comcast and if she's very grumpy, at&t may call.

 

lol! :)

Edited by irisheileen

Share this post


Link to post
Share on other sites

Unfortunately, some people are hard nosed about following the rules to the letter. Maybe Eileen had recently been "burned" by doing otherwise ... though that doesn't excuse rudeness unless you were rude to her first.

try completing the online check in. Once you complete it, at the bottom of the page should be a personalized itinerary. Is it listed there?
As others have noted, that doesn't show the total amount. Even the emails don't show the amount of each purchase clearly. They will show something like $100 (3) instead of $300 because there's no option to purchase one $300 OBC on the site - just $5, $25, $50, or $100. If you done several of these, you have to save all the emails. Edited by jtl513

Share this post


Link to post
Share on other sites

You don't say who you spoke to at HAL. I have gotten a lot farther, and gotten actual, credible information when I have spoken to the folks in Shore Excursions in Seattle. I have to wonder if you contacted them or used just the main number. The reservation assistants can't be bothered generally and are full of misinformation in my experience.

 

If you haven't yet tried shore excursions, that is where I would inquire first. They speak to cruisers all the time, even they are booked through a TA.

 

I just went to look for a phone number. It appears they are no longer broken down into departments. That is a shame, as there used to be a way to dial them directly, now it appears you are funneled into one line for everything. I wish you luck, makes me wish I was more careful with my paperwork as I have paid for cruise credits, never thought I'd need to prove it again, but that may be a possibility.

 

Hope this helps.

Edited by localady

Share this post


Link to post
Share on other sites

We have used a local TA twice, she is at best, marginally competent, but as we have been able to get some extra bennies we booked through her. We do ALL the planning, then just call her to complete the booking. When she sends us the confirmation, she has, both times, also sent us HER copy of the booking, that shows how much she has made on the sale, and let me tell you, it is a BUNDLE. All of that is money that HAL is not making on your booking. This is one reason that if you book through a TA, HAL expects the TA to handle the details, and are quite insistent about deflecting questions back to the TA, so that they earn the money that they receive from HAL.

Share this post


Link to post
Share on other sites

I never have a problem speaking to anyone at HAL and use an outside TA. You need to know who to call. Don't call a Sales Rep. Call Ship Services. If you are interested in Excursions, contact the Excursions department. If you need to follow-up on your Carnival stock credits ask for the World Cruise department.

Edited by Jade13

Share this post


Link to post
Share on other sites

I've had mixed responses calling HAL direct in terms of information, but they've always been polite. I booked all 3 recent HAL cruises through the same TA. i booked the Alaska cruise during a really great sale. Un fortunately, my TA was in the middle of moving and setting up to work from home. She got my email asking her to make the booking and she said she would. But I didn't get the standard confirmation right away, as I always have before. I was itchy about it because I wanted one of those aft corners. The next day was Sat, and my TA was in transit, so I called HAL. The woman I spoke to was very nice. She said she was not allowed to talk to me because I had gone through a TA. Then she said, "Call your agent on Monday. I think you'll be happy." So she found a way to let me know I got a booking. And I WAS happy on Monday--great price, great cabin.

 

Another time I was booked through the TA, I tried to book Pinnacle or a tour online and had a problem. I called HAL and the person I spoke to just took care of it, no questions about my TA.

 

I suspect they stick to the rule more tightly for bookings, since there's money at stake and they don't want to be accused of cutting out a TA.

Edited by 3rdGenCunarder
typo

Share this post


Link to post
Share on other sites
We have used a local TA twice, she is at best, marginally competent, but as we have been able to get some extra bennies we booked through her. We do ALL the planning, then just call her to complete the booking. When she sends us the confirmation, she has, both times, also sent us HER copy of the booking, that shows how much she has made on the sale, and let me tell you, it is a BUNDLE. All of that is money that HAL is not making on your booking. This is one reason that if you book through a TA, HAL expects the TA to handle the details, and are quite insistent about deflecting questions back to the TA, so that they earn the money that they receive from HAL.

 

I've also had a TA who sent me both the Guest Confirmation copy along with the agency copy showing the commission and override. I think she was new, as it has never happened again.

Share this post


Link to post
Share on other sites

I've booked all my cruises with a travel agent but that's where my relationship with them ends. I always call HAL to place my in-room beverage orders and purchase excursions from their website myself. Any time I wanted to change something or had a question, I callled HAL and they were more than happy to help me out. The only time I get my travel agent involved is if I need to make a change to my reservation.

 

I suppose I've been very fortunate to have gotten some very nice and helpful HAL reps on the phone who were willing to "break the rules." It's just plain wierd that HAL's on shore "rules" apply to some but not all. Guess we shouldn't wonder why it's the same way on their ships. ;)

Share this post


Link to post
Share on other sites

Just speculating but wondering........

 

Is it possible it is more stringently enforced when there are certain TA's involved vs others? Maybe some of the major Agencies give them a hard time if they speak with the clients so they tread carefully with those folks? Is that a possibility?

 

Share this post


Link to post
Share on other sites

I am now waiting (going on 3rd month) for our pinnacle reservations to show on our itinerary. They did at first, then a price drop happened and the changed our booking number. I did a little flipping out, but got confirmation e-mails sent. Still not on itinerary. Hopefully we will be ok. We're not purchasing anything else prior to cruise because we don't trust the experience.

 

I hope you can get it worked out!

 

 

PeaceLoveCruise

Share this post


Link to post
Share on other sites

I think Sail's is right about Hal responses to person using a TA's. Hal employee's are instructed to only talk to your TA's, if your using an outside TA.

 

I have another question, even if your DH destroyed the receipts from buying the OBC, wouldn't he have proof thru a credit card company or with his checking account?

 

Share this post


Link to post
Share on other sites
I am now waiting (going on 3rd month) for our pinnacle reservations to show on our itinerary. They did at first, then a price drop happened and the changed our booking number. I did a little flipping out, but got confirmation e-mails sent. Still not on itinerary. Hopefully we will be ok. We're not purchasing anything else prior to cruise because we don't trust the experience.

 

I hope you can get it worked out!

 

 

PeaceLoveCruise

 

It's been 60+ days & you're only waiting & hoping? If I may ask, what are you waiting for? And if it never shows, what will you do then? You could be on-board the ship w/no Pinnacle reso.

 

Might I suggest you call or e-mail your TA (if you used one) or contact HAL directly. I think it's past time to be a bit more pro-active. Surely you have proof of credit card payment by now.

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

  • Forum Jump
    • Categories
      • Victory Cruise Lines Sweepstakes - Enter now for a chance to win a free 9-night cruise on Victory II
      • Holiday Exchange - Jingle and Mingle 2018
      • Forum Assistance
      • New Cruisers
      • Community Contests
      • Cruise Lines “A – O”
      • Cruise Lines “P – Z”
      • River Cruising
      • ROLL CALLS
      • Digital Photography & Cruise Technology
      • Member Cruise Reviews
      • Special Interest Cruising
      • Cruise Discussion Topics
      • UK Cruising
      • Australia & New Zealand Cruisers
      • North American Homeports
      • Ports of Call
      • Cruise Conversations
×