Disapointed with 5 Star Mariner Program

[cloudchaser]

I apologize if there is another thread on this topic but I couldn't find it. I am glad that HA had introduced a 5-Star level. I don't think that the benefits are up to expectations for that level of loyalty. Below is a letter I wrote to Stein Kruse on the topic. I received a very nice reply telling me that the majority of Mariners liked the benefits. Are they right?

 

"I am writing to express my disappointment with the benefits of the new 5-Star Mariner level. Several of the additional benefits offered do not reflect an understanding of the cruising habits of members reaching 5-star level and fail to show true appreciation.

 

I just returned from the 2013 Grand South America and Antarctica cruise where we learned of the 5-star level. My discussions with my fellow cruisers showed a consensus with my comments below.

 

The first benefit listed is “50% discount on a 100-minute Internet package (one time only per cruise).” This benefit is most appropriate for cruises of seven to fourteen days. It is useless for Grand Voyages and other lengthy cruises such as 30-day Baltic & Celtic Explorer Collectors' Voyage. Almost no one I spoke with nor I buy less than a 1000 minute package for the Grand Voyages and similar. A more appropriate benefit would be one of the following:

1) Free internet. That would be a true statement of appreciation for 5-star loyalty.

2) A very simple 50% discount on any package purchased (one time only per cruise).

3) A graduated scale based on cruise length. 50% discount on 0-7 days 100 minutes, 8-14 days 250 minutes, 15-21 days 500 minutes, and 22+ days 1000 minutes.

 

The second and third benefits, “Two complimentary dinners in the Pinnacle Grill (free surcharge only)” and “Complimentary Culinary Arts Center cooking class (1 per cruise),” are nice considerations. They are of little actual value above a 4-star but show appreciation for a wide range of interests.

 

The fourth new benefit listed is, “Complimentary day pass to the Greenhouse Spa & Salon Thermal Suite (1 per cruise).” This is a sham. I can get a day pass by simply asking the Spa Manager for a day trial to see if I want to buy the package. This is simple business sense on their part. A more appropriate statement of appreciation would be a 50% discount on the Thermal Suite package for an individual or 25% discount each for all guests in a cabin. Of course, since space in Thermal Suites is limited it would be on a first come first served basis, no priority for 5-stars.

 

I appreciate the intent in establishing a 5-star benefit level. The necessity to do that shows a growing body of loyal, long-term customers. I hope my comments are helpful in understanding a more appropriate selection of benefits. Thanks for listening."

 

So, what do you think? Are the current benefits appropriate for a 5-star level cruiser?

[CruiserBruce]

You are entitled to your opinion. I think you should be grateful for what you get. And we are 4 star Mariners.

[celle]

Cruise lines, like airlines, don't have to give you anything, but they do so to encourage past customers' loyalty. I always look on loyalty benefits as just perks, additional to the pleasure of the cruise.

 

I'm grateful for any little perk I am given, but I would never write to say I expected more! I remember that they are a discretionary privilege, not a right.

[sail7seas]

We sailed for many years and lots of cruises with no 'extra' benefits for Medallion holders/high day Mariners and were perfectly happy.

 

We think the Five Star Benefits nice and appreciate some. Those we don't care about, we don't use but recognize not everyone feels the same as us.

 

We are not looking for 'gimmes'. We seek wonderful cruises on the beautiful HAL ships with their great crews. We particularly enjoy the cocktail party and the chance to visit with friends we've made with crew members through the years. Anything above that is an added bonus.

 

We are happy Five Star/Platinum Medallion Mariners. :)

 

[doublebzz]

So, what do you think? Are the current benefits appropriate for a 5-star level cruiser?

 

For what its worth, I agree with you although I'm far from a 5 star and will probably not live long enough to receive it. The remarks of the preceding 3 posters seen pretty condescending in my view. Some of the 5 star "perks" appear to be marketing ploys to entice additional on board spending as opposed to recognition for brand loyalty.

[sail7seas]

I'm sorry if you think my comments condescending. They are not intended that way and are simply a statement of our personal satisfaction. We think it great they give us anything at all. They really don't have to and for a huge number of years did not.

 

[catl331]

I'd like to see simple fare discounts or OBCs or a sliding scale from 2-star on up. ;)

[voyageur9]

The remarks of the preceding 3 posters seen pretty condescending in my view. Some of the 5 star "perks" appear to be marketing ploys to entice additional on board spending as opposed to recognition for brand loyalty.

 

Agreed on both counts.

 

Meanwhile the OP is quite right to complain if she/he felt ill-treated or that supposedly valuable rewards for loyalty were worthless or nearly so.

 

Clients who voice their views, suggest improvements and vote with the wallets make businesses better.

 

Those who meekly tug their forelocks; grateful for crumbs and trinkets also get what they deserve.

[sail7seas]

Agreed on both counts.

 

Meanwhile the OP is quite right to complain if she/he felt ill-treated or that supposedly valuable rewards for loyalty were worthless or nearly so.

 

Clients who voice their views, suggest improvements and vote with the wallets make businesses better.

 

Those who meekly tug their forelocks; grateful for crumbs and trinkets also get what they deserve.

 

 

Is there no room in between for those who are satisfied?

There is no middle ground?

 

We simply are not 'gimme' people and compensation is one of my least favorite words in the English language.

 

 

[iancal]

It would be very nice if HAL included the ability to get the lower fares that are often offered to those with 'no stars'.

[sail7seas]

It would be very nice if HAL included the ability to get the lower fares that are often offered to those with 'no stars'.

 

 

 

YES<

I so agree with this.

 

[iancal]

Clearly reward programs are not the major factor in determining what cruise to select.

 

But, having said that, the HAL Mariner program is definitely at the very bottom end of the spectrum.

 

I guess HAL has so many repeat customers that they do not see the need to attract a new customer set....notwithstanding their confusing sales and marketing messages.

[doublebzz]

Clearly reward programs are not the major factor in determining what cruise to select.

 

But, having said that, the HAL Mariner program is definitely at the very bottom end of the spectrum.

 

I guess HAL has so many repeat customers that they do not see the need to attract a new customer set....notwithstanding their confusing sales and marketing messages.

 

Sorry to disagree on both counts but Mariner 4 star perks like free laundry, 50% discount on some beverages and specialty restaurants and priority embark/debark are factors that I strongly consider when choosing HAL. I have the equivalent status on Carnival, Celebrity and RCCL and their perks are not nearly so generous.

[RuthC]

Although I would happily accept the benefits you suggest, I also happily accept the benefits HAL has started to give 5* Mariners.

I cruise for the cruise, to see new places, enjoy the shipboard experience, and meet interesting people. I can get that with or without the extra added attractions that started a few years ago.

[Krazy Kruizers]

When we got the letter about the benefits for 5 Star Mariners, we just shook our heads as we had long since had the 500 days. Same thing when the new star program began. We were already way beyond 200 days.

There is only 1 perk we like -- the free Pinnacle dinners we get. I do not use the ship's internet, we do not go to cooking classes and we don't use the spa.

[twodogmom]

The HAL of today is not the same HAL that I started sailing. As continually mentioned on this board things have continually gone down hill. Things have changed which I don't like. The only real benefit so far I really like is the free laundry and I receive that.

 

I do longer cruises my last two have been 113 and 64 days. My next two booked cruises which I will do are 113 and 114 days. I have a 35 day which I am planning on cancelling. On the really long cruises most of the people are 4 star and above, and there are quite a few President club cruisers. So the benefits of a 5 star on longer cruises aren't a real benefit. For those taking 14 day cruises or less, they could be a benefit. What is a free meal worth $12.50, big deal. As said in a previous post on the longer cruises, no one buys just 100 minutes, useless.

 

For 2016 I am not planning on doing a cruise with HAL. My disappointment each year has increased with HAL. I will be looking at other options. I don't recommend HAL anymore, I used to. I think the problem is the CEO, and he not caring about the people who cruise HAL.

[OVgirl]

I'd like to see simple fare discounts or OBCs or a sliding scale from 2-star on up. ;)

 

It would be very nice if HAL included the ability to get the lower fares that are often offered to those with 'no stars'.

 

I totally feel the same way. My upfront costs (or savings) mean a lot more than perks on the cruise. As long as HAL keeps the quality of the cruise experience at a good level, we will be happy.

 

This coming from a lowly 3*mariner.

[localady]

Wow....I think many of you should be grateful to have the ability to cruise for 100 days plus. If you can afford that, perhaps an internet package is affordable also.

HAL didn't have to give us anything for Mariner loyalty. They did, and people write and complain it's not enough?? :rolleyes:

I think it's important to take a look around at the present state of our world and realize how blessed many of us are to be able to cruise the way we do, myself included.

I really think complaining about free benefits is sweating the small stuff.......

[Jade13]

Sorry to disagree on both counts but Mariner 4 star perks like free laundry, 50% discount on some beverages and specialty restaurants and priority embark/debark are factors that I strongly consider when choosing HAL. I have the equivalent status on Carnival, Celebrity and RCCL and their perks are not nearly so generous.

 

Surprised to hear that. On Celebrity you get free internet (90 minutes per person so 3 hours for 2 people in a stateroom), plus free happy hour drinks nightly, and some laundry and pressing after 4-10 cruises (depending on length and cabin).

 

I do, however, think the 4 Star Mariner Perks are pretty good with the unlimited laundry and priority embark/debark for those not already staying in a Suite .

[Storylady]

Although I would happily accept the benefits you suggest, I also happily accept the benefits HAL has started to give 5* Mariners.

I cruise for the cruise, to see new places, enjoy the shipboard experience, and meet interesting people. I can get that with or without the extra added attractions that started a few years ago.

 

I agree with Ruth and Sail and I am sorry if some people feel that our position is condescending. I am cruising HAL because I like the size of their ships and the size of their rooms. And I especially love their unique itineraries. And I love the crews.

 

I am happy with the free laundry and also enjoy the hands on cooking & luncheon in the Pinnacle. Haven't had an opportunity to enjoy the free dinners in the Pinnacle Grill yet. Have taken advantage of the free Internet minutes.

 

I do feel that HAL has too many Mariners to offer free Internet minutes. I suspect that more free minutes will be offered with a six star program if and when they introduce one.

[cruz chic]

Wow....I think many of you should be grateful to have the ability to cruise for 100 days plus. If you can afford that, perhaps an internet package is affordable also.

HAL didn't have to give us anything for Mariner loyalty. They did, and people write and complain it's not enough?? :rolleyes:

I think it's important to take a look around at the present state of our world and realize how blessed many of us are to be able to cruise the way we do, myself included.

I really think complaining about free benefits is sweating the small stuff.......

I imagine people that get to cruise for a 100 days likely worked very hard to do that so I'm not sure why they s/b grateful. I have a couple people in my life that never pass the opportunity to put in a dig for how "lucky" I am to go on "so many" cruises. I work dam hard for them. I also don't have a 5000 square foot house and my car is 12 years old. I'm "so lucky".

 

I agree with the others in that the perks are less than other lines offer but I'll happily accept them.

[Vict0riann]

Is it "Looking a gift horse in the mouth"? When we started cruising with HAL, it was because, in general, the prices were lower than Cunard's, and it was a little less formal. We didn't know anything about days and "stars", and just enjoyed the ride. Now we are thrilled to think we will get free laundry and half-price wine packages and dinners (Pinnacle and Canaletto/Tamarind). The "priority" thing usually doesn't work, but never mind, we didn't get it before, so won't miss it. We're looking forward to the benefits when we cruise next, and, although we will still occasionally choose Cunard over HAL, we'll stay faithful to HAL and enjoy the perks - which we think of as gifts. They don't have to give them to us, and they could just as easily take them away!

[doublebzz]

Wow....I think many of you should be grateful to have the ability to cruise for 100 days plus. If you can afford that, perhaps an internet package is affordable also.

HAL didn't have to give us anything for Mariner loyalty. They did, and people write and complain it's not enough?? :rolleyes:

I think it's important to take a look around at the present state of our world and realize how blessed many of us are to be able to cruise the way we do, myself included.

I really think complaining about free benefits is sweating the small stuff.......

 

Again; unnecessarily condescending and insulting. You are correct, "HAL didn't have to give us anything...". Do you believe they are doing it out of the goodness of their hearts? Like all loyalty programs, HAL's program is intended to generate business and it is highly calculated to do just that. I understand and respect some posters' view that they enjoy HAL to the extent that the loyalty program is moot. For other posters like myself, I factor in the loyalty program when choosing a cruise. Its not an issue of affordability as it is a question of value which, I believe, most rational people seek to obtain.

[localady]

I imagine people that get to cruise for a 100 days likely worked very hard to do that so I'm not sure why they s/b grateful. I have a couple people in my life that never pass the opportunity to put in a dig for how "lucky" I am to go on "so many" cruises. I work dam hard for them. I also don't have a 5000 square foot house and my car is 12 years old. I'm "so lucky".

 

I agree with the others in that the perks are less than other lines offer but I'll happily accept them.

 

 

Yes, Lorekauf, in the scheme of things you are very blessed. I enjoyed reading your report last week.

I too am closing in on that 500 day mark myself and I agree that it has been an expensive endeavor. I didn't accrue those days for HAL's perks, nor do I continue to sail for them. I did it because I love to cruise to new and different places, I love being aboard a ship and having it rock me to sleep.

I too drive a 12 year old car, and my DH and I have skimped in other ways to cruise. We chose to travel. We too have heard many times from others how blessed we are to travel that much, by folks who don't travel. But with 1 in 4 children in the US being food insecure today, I feel pretty darned lucky that I was able to make the choices I've made, perks or no perks.....

[CruiserBruce]

Again; unnecessarily condescending and insulting. You are correct, "HAL didn't have to give us anything...". Do you believe they are doing it out of the goodness of their hearts? Like all loyalty programs, HAL's program is intended to generate business and it is highly calculated to do just that. I understand and respect some posters' view that they enjoy HAL to the extent that the loyalty program is moot. For other posters like myself, I factor in the loyalty program when choosing a cruise. Its not an issue of affordability as it is a question of value which, I believe, most rational people seek to obtain.

 

Why is everyone who disagrees with you condescending? Personally, perks are nice, but my life doesn't usually revolve around them. And we have achieved high repeater levels not just on HAL, but for airlines and hotels. So, while nice, it is not make or break.

 

Writing to someone you wish to suggest change to, and calling their current program a "sham" is not polite nor constructive criticism. It is insulting.