Holland No Longer Rewarding Mariner Loyalty

[VioletHorse]

Time has a funny way of turning "younger" people into older cruisers on its own, so the supply of previously younger cruisers will always be there. Particularly as the baby-boomers move over the hump into old age - huge demographics out there for already-older cruisers. When they hit their 60s, retire and think about cruising I think HAL can hit their sweet spot just the way she is right now. Time will tell. Hope they keep targeting the 60 plus crowd - but I say that selfishly.

 

The problem is that if HAL doesn't get them while they're still relatively young, they are not going to get them when they're older. No one likes change, and it becomes more pronounced as we age. Older cruisers who have always cruised on other cruise lines are not going to embrace HAL just because of their age. They are going to stick with what they are familiar and comfortable with. You can crawl into bed at 9 PM every night if you wish just as easily on Carnival as you can on HAL. Carnival has HA rooms, wheelchair assistance for embarkation and disembarkation, special dietary requirement accommodation, etc. just like HAL. Unless you're looking at more exotic type of itineraries which HAL excels at, why would you change?

 

Last month DD and I cruised on Carnival. Our dinner table mates were 4 women who ranged in age from their mid 50's to late 60's. One lady was a TA. Not one of those women had ever cruised on HAL, or showed any interest in sailing HAL. They had cruised on Princess, Celebrity, NCL and RCCL, and were surprised to find that we were 3* Mariners on HAL. It became painfully apparent that HAL does not have a good enough reputation in the mainstream cruise community to attract new cruisers of any age.

[rjrpar]

First, you should be happy for your grandmother, you sound resentful. Second, if you are concerned about price, go through a TA and save 8-10% on every cruise. IMHO, not using a TA is like paying a penalty for your cruise

[Randyk47]

I have been caught in the trap of reading some of HAL's sale fliers/brochures and know I am not the only one who sees my ship, my date listed and when I called by PCC to inquire, I was reminded they list a number of dates that Cruise is available/that ship doing that itinerary but the wonderful sale price is not applicable to all the dates. I have since learned to read more carefully and while HAL is stating accurately what they are selling for when, it is easy to misread and think your date applies.

 

 

Haven't we all. :) Will say that HAL doesn't have sole possession of the "read the fine print" cruise advertisements, other lines do it too. Naturally we seem to only want to go on the prime sailings that are full fare. :o

[qsuzi]

Does HAL give periodic reduced fares to past passengers (in my short HAL history I have not found it to be so)? RCI gives Crown & Anchor Society Exclusive Rates (reduced fares) in over 100 cruises. They also give balcony and suite discounts on every cruise and the discount increases at various loyalty levels. Princess and Carnival have many past passenger cruises throughout the year that offer lower rates. RCI, Princess, and Carnival do offer competitive perks - value depending on what perks each individual uses/needs. I can say my one HAL cruise was a good one and I want to sail them again. I can say it was about $300 more per person than comparable itinerary/cabin class on Princess and it was an overall comparable experience.

Edited July 26, 2015 by qsuzi

[Aquahound]

Well said s7s as usual. HAL knows they have the higher star mariners as future passengers while they may feel they need to 'attract' the lower star mariners.

 

That could be true. I'm a 1 star with only 2 HAL cruises under my belt. I'm on the ropes about HAL due to their balcony smoking policy and the fact they have a ship's hotel director that insults people on these boards. Not that HAL actually knows my feelings, but I did call them for prices on a fall cruise that had a better itinerary than other lines. The offered me $100 off the advertised price, $500 OBC, and gave DW and I free dinners in Pinnacle and Canaletto. Hook, line and sinker, and now I'm booked.

[CJcruzer]

I just became a 4* Mariner last month. In the last 4 years HAL has rewarded my loyalty with 10 excellent experiences lasting 7-28 days each. What greater reward could I want.

 

Roy

 

where's that darn LIKE button! :D

 

Carol

[kazu]

That could be true. I'm a 1 star with only 2 HAL cruises under my belt. I'm on the ropes about HAL due to their balcony smoking policy and the fact they have a ship's hotel director that insults people on these boards. Not that HAL actually knows my feelings, but I did call them for prices on a fall cruise that had a better itinerary than other lines. The offered me $100 off the advertised price, $500 OBC, and gave DW and I free dinners in Pinnacle and Canaletto. Hook, line and sinker, and now I'm booked.

 

totally understand what you are saying and so glad that you have another HAL cruise booked :)

[Tropic]

I was looking at the new update that includes 2015/16 and noticed that there were a lot of European cruises on the list but for 2015... absolutely none for 2016 while other cruises did have extensive listing for next year. Is this just a delay in deciding or has Europe been dropped from this benefit without fanfare? Anyone have any deeper insight to this?

 

Thanks to anyone who is able to definitively respond to this inquiry... others always seem to have deeper insights into the working of HAL and it's employees than I have had success with.

[kazu]

I just became a 4* Mariner last month. In the last 4 years HAL has rewarded my loyalty with 10 excellent experiences lasting 7-28 days each. What greater reward could I want.

 

Roy

 

what a great post :)

 

It couldn't have been said better and congrats on your 4*

[qsuzi]

Sure HAL needs to attract new cruisers but what's going to keep people coming back for multiple cruises or a lifetime? Loyalty which is based on many factors, e.g., a good product, good value, amenities, promotions, etc. There are lots of good choices competing for the cruising dollar and feeling valued as a repeat client/passenger is important.

Edited July 26, 2015 by qsuzi

[the2ofus]

I am a 4-star Mariner and have never received any of their special sale mailings. I have checked the boxes on the questionnaires so many times yet never receive mailings. Maybe it is because I don't live on the east or west coast so need flights to embarkation points. Maybe it is because I have once or twice sailed as a solo cruiser. Maybe my file just fell of their system. I would LOVE to receive the sale mailings as I don't make a habit of frequently checking the HAL website. Any suggestions, folks??

[wander]

Loyalty is certainly important to keep ships full, but for my loyalty what counts is my standard onboard experiences. For me, the Mariner star perks only enhance the onboard experience.

 

If one does the math on many promotions - the "deal" is frequently not as good as it may first appear. (And then sometimes it is.) There is an interesting discussion about this very issue on the Celebrity board this weekend.

 

I am with CJcruzer on this issue.

[Scrapnana]

Second, if you are concerned about price, go through a TA and save 8-10% on every cruise. IMHO, not using a TA is like paying a penalty for your cruise

 

I don't think that using a travel agent is going to save everyone 8-10%. Some people may save with some travel agents on some cruises but I do not believe a discount can be expected as a given for using a TA.

[Tante Amalie]

I always get a chuckle when people complain about not being "rewarded" for their loyalty. As several people have pointed out, the revenue associated with the most loyal customers is actually quite low. We are five star Mariners and we arrange our own private tours, drink very little, don't gamble, never buy photos and spend virtually nothing in the shops. I realize that I am a terrible customer for HAL (even though I have 500+ days of sailing). If you believe BruceMuzzz, HAL is probably losing money on my business and from people like me. They would do better to pay us to stay home.

 

The real money in cruising is to offer short cruises on huge ships on the cattle car routes. HAL is poorly positioned in this regard and I sometimes wonder if they will be able to survive with their current business model.

[sail7seas]

I don't think that using a travel agent is going to save everyone 8-10%. Some people may save with some travel agents on some cruises but I do not believe a discount can be expected as a given for using a TA.

 

I strongly agree. :)

 

I'd go along with 'some people some of the time' but definitely not all cruisers, all the time with all TA's. I used a TA for years and sometimes we did get a nice discount but plenty of times not necessarily so.

 

[iancal]

Ever since we have started dealing with our on line TA, there has not been one cruise on which we have not had at least 6 percent discount on. And that was a low cost, last minute booking a week in advance of sailing.

 

We would normally see anywhere from 8-12 percent in rebates. Keep in mind these rebates are based on the commissionable fare, ie fare less port taxes.

 

Whether anyone chooses to believe this is of no consequence to me. I have no doubt that other posters are realizing the same savings.

 

The only thing that matters to us is that we will keep on enjoying these savings. They help our vacation dollars go further. A cruise is a commodity to us and we shop for it just as we would any other commodity. We are not interested in being best friends with our TA since this is purely a business transaction.

 

We regard this as a much better frequent customer benefit that we do some of the benefits that cruise lines provide after many days at sea. Especially since we cruise on multiple cruise lines.

Edited July 27, 2015 by iancal

[jimmy2x]

I don't think that using a travel agent is going to save everyone 8-10%. Some people may save with some travel agents on some cruises but I do not believe a discount can be expected as a given for using a TA.

 

Everyone is free to believe what they like. We price about 4 or 5 large on-line TA's. We've saved between 8-12% on each of our last 10-12 cruises. It's not personal - just business.

[qsuzi]

Percent savings by using a TA on future cruises. The percent is above and beyond cruiseline promotion perks.

 

Cruise 1: 12.3, Cruise 2: 9.3 plus $50 OBC, Cruise 3: 12.1, Cruise 4:12.5 plus $60 OBC, Cruise 5: 10.7, Cruise 6: 11.8 plus $50 OBC, Cruise 7: 10 plus $50 OBC.

[sail7seas]

Percent savings by using a TA on future cruises. The percent is above and beyond cruiseline promotion perks.

 

Cruise 1: 12.3, Cruise 2: 9.3 plus $50 OBC, Cruise 3: 12.1, Cruise 4:12.5 plus $60 OBC, Cruise 5: 10.7, Cruise 6: 11.8 plus $50 OBC, Cruise 7: 10 plus $50 OBC.

 

Are all these from same TA or several?

 

[qsuzi]

Are all these from same TA or several?

 

 

I use a site that gets quotes from various TA's and the TA used for these cruises is the same one (the lowest quote). No fee for cancelling or making changes.

Edited July 27, 2015 by qsuzi

[cruz chic]

I always get a chuckle when people complain about not being "rewarded" for their loyalty. As several people have pointed out, the revenue associated with the most loyal customers is actually quite low. We are five star Mariners and we arrange our own private tours, drink very little, don't gamble, never buy photos and spend virtually nothing in the shops. I realize that I am a terrible customer for HAL (even though I have 500+ days of sailing). If you believe BruceMuzzz, HAL is probably losing money on my business and from people like me. They would do better to pay us to stay home.

 

The real money in cruising is to offer short cruises on huge ships on the cattle car routes. HAL is poorly positioned in this regard and I sometimes wonder if they will be able to survive with their current business model.

 

While many of the 4 and five star Mariners may spend very little it doesn't mean everyone does. As far as some "experts" go here there always is a story behind a story. Start asking a few questions of "experts" and the story changes drastically. There is one person that replies often on these boards that works on ships. I trust his opinion because he makes sense. Other people not so much.

[sail7seas]

While many of the 4 and five star Mariners may spend very little it doesn't mean everyone does. As far as some "experts" go here there always is a story behind a story. Start asking a few questions of "experts" and the story changes drastically. There is one person that replies often on these boards that works on ships. I trust his opinion because he makes sense. Other people not so much.

 

cruz chic,

You are absolutely correct about never saying 'everyone'. There are always exceptions. I always try to remember to say 'some' or 'many' but avoid saying 'all'. I likely slip up now and then. :o

 

[iancal]

There is one site where you list the cruise, date,and ship that you want.

 

Then you sit back and have various on line TA's quote on the business.

 

We use this sometimes to check our usual TA's quotes. And of course we know what the cruise line price is. These savings are in addition to any incentives, OBC's etc provided by the cruise line.

[cruz chic]

cruz chic,

You are absolutely correct about never saying 'everyone'. There are always exceptions. I always try to remember to say 'some' or 'many' but avoid saying 'all'. I likely slip up now and then. :o

 

 

I'm sure I do as well. I just tire of hearing that high star Mariners spend nothing. On my last cruise I had a brand new cruiser make a snarky comment about the fact that I must be rich to buy wine on Hal. Yup, I'm rich alright:D. I imagine his bill was not large, and he was a new cruiser. Go figure :D.

[wander]

I do know that for me, as my cruise days increase my onboard expenses have decreased. Not to save - just changes in lifestyle and interests.

 

I have never been what would be considered a "big spender" on cruise ships, however, I do know that my onboard spending has decreased by easily 75%. I take few HAL shore ex., I no longer drink alcohol or sodas, I maybe buy one tee shirt or sweatshirt on a 50 day cruise, no casino time, no bingo. I do spend some money in the spa, but very modest expenses. I only do my "free" dinners in the Pinnacle, etc. I do purchase about a latte a day, with my 50% discount. That's about it. It is not that I am trying to save - my interests have just changed. That said, at the same time I do stay in at least an OV. In the past it was inside cabins for me.