Is this normal travel planning assistance with HAL?

[BroncoBobblehead]

First time cruiser (early July trip to Alaska, Vancouver to Vancouver)- had a few questions (not hard ones) specific to a date and timing in regards to hotel the night before embarking. After a brief hold (12 minutes) I was talking with someone with bookings, but it is now 56 minutes into my phone call, been put on hold three times, and I'm again on hold. The person helping me is curt, seems very unfamiliar with how things work (at least, they should know more than I do, right?). sigh.

 

It got me to thinking, though - one of the menu options when I called was "if you have a personal travel assistant" or something to that effect and I'm thinking, "is there a way I could have one person with HAL that I can talk to or email that [eventually] knows me a little and makes this so much less painful??". 

 

One of the reasons I booked a Neptune suite in the first place was because of the concierge service it provides but I'm guessing that doesn't extend to when you're not on the ship, does it?

 

Certainly, all of you here are going to be super-helpful and maybe I should just not try to call HAL directly until asking here - thoughts?

Edited April 25, 2022 by BroncoBobblehead

[OlsSalt]

Yes, Neptune concierge services are available only after boarding the ship.

 

Yes, establishing a relationship with one PCC (Personal Cruise Consultant) can bring more personalized service over time - they are competing for your business.

 

Yes, often they don't know the exact details about the "extras" on land, as they can change between booking them and actually arriving.

 

Sorry your first cruise is off to a rocky start and hope all these initial mishaps will soon become just a bad memory once you enjoy the onboard Alaska experience. Many of us got our first taste of cruising doing the Alaska run, and then went no to many, many more world wide adventures once we go seduced by both HAL and the joys of cruising. 

[ottahand7]

I usually book Neptune suites, I am 4 Star and I have a 74 day cruise booked for early 2023.  I have requested 2 different times through HA website last month to be contacted by a personal cruise planner.  Crickets.   

[ottahand7]

As @OlsSalt posted you will get excellent support once you are on board with the NS concierges.  They have been so helpful, scheduling dinners, an appointment with a future cruise agent onboard and our favorite is having them order our room service for dining on our balcony.   

[zgscl]

It would be lovely if Neptune/Pinnacle suites had a dedicated reservation line to handle inquiries, but unfortunately the benefits are really only onboard the ship. 
 

I think there are two options really as others have noted. Personal cruise consultant (HAL employee) and travel agents (third party). There are pros and cons to each and no cost to you for either (with a few exceptions for TAs most notably if you book flights through them). 
 

PCCs are dedicated representatives of the cruise line who will sell and manage your booking. You can call to find out who yours is or have one assigned. Over time they will learn your preferences, etc if you have a good one. If not you can get it reassigned to a different one but may take some trial and error to find one you like. I believe that currently (like the rest of the travel industry) they are short staffed so service levels may or may not be what they once were. The nice thing is having a dedicated person to email your questions to even if you don’t get a reply right away you should hear back eventually. Many on here swear by having. PCC.

 

The biggest downside IMO of a PCC is that they work for the cruise line. They cannot help you with anything other than Holland America cruises, packages, flights through HAL, hotels through HAL, etc. They will sell you HAL’s insurance (CPP) but you would need to do third party on your own. If you plan to do everything with HAL (or book flights and notes on your own) and all your cruising with HAL this may not be an issue. 
 

A travel agent on the other hand is independent of the cruise line. They sell various tours and cruises and get a commission from the travel vendors. They can book basically any cruise on any cruise line, book a hotel for you either through the cruise line or independently and book flights, etc. they can add on other tours and can offer ideas, side trips, etc to enhance your vacation. Many TAs are affiliated in one way or another with a large agency or network. If you book through them you will almost always get some sort of onboard credit that you would not get otherwise. Additionally if something goes wrong they should be willing to go to bat for you and someone high up in their agency or network should have a contact with the cruise line who can help to get things resolved. They can also sell you independent trip insurance. 
 

The biggest drawback (but also a pro) of a travel agent is that once you transfer your booking to them you basically can’t do anything with it. Need to change your cabin? Call your TA. Want to make a payment? Call your TA. While it is great having one point of contact you can run into issues if your TA is not available. 
 

Finding a good TA is also tricky. They are all happy to take the booking, but some are less happy and available to service the booking until departure. You want someone who will continue to work with you throughout the process and will be happy to make any changes and updates as you need them. They will learn your preferences and can work with you for your HAL cruise and any other travel needs you have in the future. 
 

You can go with a big roadside assistance & insurance service or the big box retail store but these likely have less personalized service than you are looking for. The best TAs I have had have been in small to midsize agencies and I have found them through word of mouth. 

[oaktreerb]

3 hours ago, BroncoBobblehead said:

 

 

It got me to thinking, though - one of the menu options when I called was "if you have a personal travel assistant" or something to that effect and I'm thinking, "is there a way I could have one person with HAL that I can talk to or email that [eventually] knows me a little and makes this so much less painful??". 

 

One of the reasons I booked a Neptune suite in the first place was because of the concierge service it provides but I'm guessing that doesn't extend to when you're not on the ship, does it?

 

Certainly, all of you here are going to be super-helpful and maybe I should just not try to call HAL directly until asking here - thoughts?

Call the Mariner’s Society and ask to be assigned to a Personal Cruise Consultant.  Find out who they will assign and ask them to transfer you if possible.

 

You can also ask your question here.  People on the HAL cruise critic site can answer a lot of cruise related questions from first hand experience.

[BroncoBobblehead]

21 hours ago, zgscl said:

 

I think there are two options really as others have noted. Personal cruise consultant (HAL employee) and travel agents (third party). There are pros and cons to each and no cost to you for either (with a few exceptions for TAs most notably if you book flights through them). 
th. 

 

Appreciate the detailed response - I was kinda gathering this was at the heart of it but wasn't sure how the PCC thing went with Holland. It is somewhat ironic that they don't offer that more clearly or up front for their more heavily "invested" clients, or at least those with many many days of cruising on their ships!

[oaktreerb]

If you want special attention you need to go through a personal travel agent (not huge agency).  HAL is pretty good at making everybody feel special (or neglected) whether you are in an inside or Neptune Suite.  Once onboard the benefits of Neptune Suite kick in or anyone can buy into the Club Orange upgrade for some extra attention or other upcharges like a cabana to enhance the experience.  

[zgscl]

1 hour ago, BroncoBobblehead said:

 

Appreciate the detailed response - I was kinda gathering this was at the heart of it but wasn't sure how the PCC thing went with Holland. It is somewhat ironic that they don't offer that more clearly or up front for their more heavily "invested" clients, or at least those with many many days of cruising on their ships!

That is actually a good point they really should advertise it more to new cruisers. I think if you register for the site you start getting emails from a PCC. But I’m not sure how short staffed they are right now on PCCs. 
 

I agree with @oaktreerb that a TA from a smaller agency will give you what you are looking for. Someone with a local brick & mortar or home based independent agent. I would take some time reading reviews of agents and interviewing the agent you want to work with. You want someone passionate and knowledgeable about travel and who will work with you throughout the entire process, not just someone who takes bookings and then washes their hands of you. 

[DaveOKC]

One thing that many cruisers seem to miss in travel planning is that they need to be actively involved in the process, not just trust someone to do it for you.  Given all the great information nowadays on the Internet, this is not very hard to do IMO.  Only you know what you want and don't.  Also, new travelers especially need to use some good common sense when setting up and/or reviewing the plans.

 

 

[ottahand7]

I guess my whining on CC has gotten me out of PCC purgatory.    My partner gets a lot of casino offers and today his had an email and phone number for his PCC to book a cruise.  When he shared his deals I saw there was a PCC listed.  I emailed the person immediately and heard back pronto.  I think I am in business.  

 

@zgsclhad a good analysis of HA versus a small travel agency rep.  I had a great TA rep for many years but she finally retired.   She was terrific.  One time she told the Four Seasons in Las Vegas we were celebrating our anniversary.   We were welcomed to a giant suite with an office and kitchen and a wonderful chocolate cake instead of the strip view room we had.   She watched for upsells for me on HA so my first 3 Neptune Suites were upsells.   It all depends on how passionate they are about their job.   

[zgscl]

1 hour ago, ottahand7 said:

I guess my whining on CC has gotten me out of PCC purgatory.    My partner gets a lot of casino offers and today his had an email and phone number for his PCC to book a cruise.  When he shared his deals I saw there was a PCC listed.  I emailed the person immediately and heard back pronto.  I think I am in business.  

 

@zgsclhad a good analysis of HA versus a small travel agency rep.  I had a great TA rep for many years but she finally retired.   She was terrific.  One time she told the Four Seasons in Las Vegas we were celebrating our anniversary.   We were welcomed to a giant suite with an office and kitchen and a wonderful chocolate cake instead of the strip view room we had.   She watched for upsells for me on HA so my first 3 Neptune Suites were upsells.   It all depends on how passionate they are about their job.   

Oh that is great you have someone and even better that they got right back to you!! 
 

I don’t know what I will do when my TA retires. I don’t think I want to go through starting over with someone new. 
 

2 hours ago, DaveOKC said:

One thing that many cruisers seem to miss in travel planning is that they need to be actively involved in the process, not just trust someone to do it for you.  Given all the great information nowadays on the Internet, this is not very hard to do IMO.  Only you know what you want and don't.  Also, new travelers especially need to use some good common sense when setting up and/or reviewing the plans.

 

 

This is so important. As good as my TA is I always watch everything and routinely check a new booking for the same category and see what the prices are and if something is better I send it over and have her update it. Sometimes she spots something first or gets notification of a sale and then tells me what she has one. No one will ever be as passionate about your travel or getting the best discounts as you will be! 

[OldtimerBill]

On 4/25/2022 at 1:53 PM, zgscl said:

The best TAs I have had have been in small to midsize agencies and I have found them through word of mouth. 

@zgscl Hi Zach, I just read your very informative post. I thought about sending a reply asking if was appropriate to ask which travel agent you are currently using but I wasn't sure that type of question was allowed. Then I saw in your signature that one of your future cruises (the Nov 9th sailing to the Panama Canal) is the very sailing I am planning to book. Any advice?  Thanks.

[zgscl]

11 hours ago, OldtimerBill said:

@zgscl Hi Zach, I just read your very informative post. I thought about sending a reply asking if was appropriate to ask which travel agent you are currently using but I wasn't sure that type of question was allowed. Then I saw in your signature that one of your future cruises (the Nov 9th sailing to the Panama Canal) is the very sailing I am planning to book. Any advice?  Thanks.

Hi Bill! We were just out your way actually, we have family in Kennesaw. Unfortunately they are very strict about not sharing TAs or PCCs on here. Are you thinking about booking direct or maybe trying to find someone? I hope to see you onboard, it looks like a lovely itinerary. 

[zgscl]

12 hours ago, OldtimerBill said:

@zgscl Hi Zach, I just read your very informative post. I thought about sending a reply asking if was appropriate to ask which travel agent you are currently using but I wasn't sure that type of question was allowed. Then I saw in your signature that one of your future cruises (the Nov 9th sailing to the Panama Canal) is the very sailing I am planning to book. Any advice?  Thanks.

I will say that I have recently become a big fan of the pre-cruise HAL hotels. They pick you up at the airport, take your luggage from the hotel room and deliver it to your stateroom, and take care of getting you to the ship. It is not necessarily the cheapest option for the night, but it is so easy. The luggage handling and transfer to the ship make it worthwhile in my opinion. 

[OldtimerBill]

Thanks again Zach. I suspected they might be strict about not sharing specific TAs. Also, thanks for the tip about the Holland America hotel and shuttle service. I may research TAs some more this weekend and if I can't find anyone book direct by the first of the week. Have you joined the Roll Call for the cruise in November? Once we book will plan to join that group. Maybe I will see you there.  Thanks again. 

[Storylady]

On 4/25/2022 at 10:19 AM, BroncoBobblehead said:

First time cruiser (early July trip to Alaska, Vancouver to Vancouver)- had a few questions (not hard ones) specific to a date and timing in regards to hotel the night before embarking. After a brief hold (12 minutes) I was talking with someone with bookings, but it is now 56 minutes into my phone call, been put on hold three times, and I'm again on hold. The person helping me is curt, seems very unfamiliar with how things work (at least, they should know more than I do, right?). sigh.

 

It got me to thinking, though - one of the menu options when I called was "if you have a personal travel assistant" or something to that effect and I'm thinking, "is there a way I could have one person with HAL that I can talk to or email that [eventually] knows me a little and makes this so much less painful??". 

 

One of the reasons I booked a Neptune suite in the first place was because of the concierge service it provides but I'm guessing that doesn't extend to when you're not on the ship, does it?

 

Certainly, all of you here are going to be super-helpful and maybe I should just not try to call HAL directly until asking here - thoughts?

Why don’t you just ask your question of those on Cruise Critic. Many of them have cruised out of Vancouver.

 

If you booked a hotel with HAL before the cruise, you will check out early and be escorted to the Pan Pacific Cruise Terminal. Don’t plan on sleeping in on embarkation day. You will probably checkin earlier than your checkin time in the Navigator App. Be sure to fill in your Arrive Canada app 72 hours before your arrival in Vancouver. I suspect you are only staying one night in Vancouver so that you don’t have to search for a COVID testing site before the cruise. Also, I am sure you hav pe received a notice from HAL that they are no longer testing before disembarkation. If you are not from Canada, you will have to arrange transport to Seattle Airport (for some reason they aren’t checking for COVID Testing at the US border) or arrange hotel and book a test on your departure day. If you plan to get the test at the airport set aside 3 hours to get the result. You can’t check in until you receive your negative results.

[BroncoBobblehead]

On 5/21/2022 at 4:22 PM, Storylady said:

Why don’t you just ask your question of those on Cruise Critic. Many of them have cruised out of Vancouver.

 

If you booked a hotel with HAL before the cruise, you will check out early and be escorted to the Pan Pacific Cruise Terminal. Don’t plan on sleeping in on embarkation day. You will probably checkin earlier than your checkin time in the Navigator App. Be sure to fill in your Arrive Canada app 72 hours before your arrival in Vancouver. I suspect you are only staying one night in Vancouver so that you don’t have to search for a COVID testing site before the cruise. Also, I am sure you hav pe received a notice from HAL that they are no longer testing before disembarkation. If you are not from Canada, you will have to arrange transport to Seattle Airport (for some reason they aren’t checking for COVID Testing at the US border) or arrange hotel and book a test on your departure day. If you plan to get the test at the airport set aside 3 hours to get the result. You can’t check in until you receive your negative results.

We're flying into Vancouver a week early, actually - going to Victoria then Whistler, then back to Vancouver at the Fairmount the night before we embark.