Personal Cruise Consultant at HAL

[DontTalkAboutBruno]

Anybody leaving messages for their PCC and not hearing back from them for a week or more ...or never?

 

 

[VennDiagram]

Maybe try this.  Log into your HAL account, spend time looking at a particular cruise while logged in.  Leave the website without buying 😉 

My PCC, who has been unwilling to do anything for me since she was assigned to me, was on the phone within an hour to see if I wanted to book that cruise.

 

[FlorenceItaly]

Or, put a cruise on HOLD.  You will be contacted.  They receive a daily list of their clients who do this.

[HAL4NOW]

Some of them just do not respond to calls or email. No matter how nice they are, that is not acceptable as a business practice.

Try calling (800)355-3017 and then ask for a supervisor; they will assign a new PCC that may be better at responding.

[Crazy For Cats]

I’ve been trying for almost two weeks to get someone to respond to emails and phone calls.  I haven’t received anything back.  

[*Miss G*]

46 minutes ago, DontTalkAboutBruno said:

Anybody leaving messages for their PCC and not hearing back from them for a week or more ...or never?

 

 

 

Yes.  For two weeks I left a number of voice and emails with my PCC.  I needed to cancel one cruise and book two others.  Time was ticking so I gave him one last call before hanging up and dialing the regular reservations line.  Waited on hold for about 10 mins before I spoke with an actual person.  Guess who called during that time?  At that point I wish I’d hung up with the new person and taken my assigned PCC but I’d waited so long and, frankly, I was done.  I say I wish I’d hung up because the new person was a little dense and I wasted a lot of time correcting mistakes then calling back to correct more mistakes.  

 

I used to have a great PCC pre-pandemic, but he left and I was assigned to a new one who was more responsive until cruising resumed.  They need to hire and properly train new people.

[Turtles06]

29 minutes ago, HAL4NOW said:

Some of them just do not respond to calls or email. No matter how nice they are, that is not acceptable as a business practice.

Try calling (800)355-3017 and then ask for a supervisor; they will assign a new PCC that may be better at responding.

 

After having a great PCC who moved on, I found myself in exactly your position. Or, when the new PCC did respond, it was with demonstrably incorrect info, as she told me a certain promo did not apply to a specific cruise.  I had to email her a screenshot of one of HAL's own marketing mailers to show her that it did.

 

I finally called and asked for a supervisor and had a new PCC assigned. 

 

I think they have a bunch of new and/or really poorly trained people now.  It's a shame, especially since I find the HAL web site almost impossible to navigate (and that is not a problem that I generally have).

[DontTalkAboutBruno]

3 hours ago, FlorenceItaly said:

Or, put a cruise on HOLD.  You will be contacted.  They receive a daily list of their clients who do this.

Never heard anyone, on Cruise Critic, ever doing this. Can one do this online, within your booking, or must one call?

 

If calling, what number to you use to place this "hold" on a booking. Cuz, I sense, hundreds of HAL cruisers, may doing this like immediately.

[FlorenceItaly]

Just now, DontTalkAboutBruno said:

Never heard anyone, on Cruise Critic, ever doing this. Can one do this online, within your booking, or must one call?

 

If calling, what number to you use to place this "hold" on a booking. Cuz, I sense, hundreds of HAL cruisers, may doing this like immediately.

You got through the booking process on line and at the end it gives you the option to pay deposit or hold.   I typically do this and then send my PCC an email.   She is the one that mentions they receive notification of bookings on hold.

[DontTalkAboutBruno]

3 hours ago, HAL4NOW said:

Some of them just do not respond to calls or email. No matter how nice they are, that is not acceptable as a business practice.

Try calling (800)355-3017 and then ask for a supervisor; they will assign a new PCC that may be better at responding.

I've done this. More than once in the last 24 months. The supervisor comes on the phone and assign a new PCC. Gives you a name. Spells it out for you. Gives you their extension. 

 

You call. no one answers, and you leave a message and the new PCC. Then a day later you do the same. And again, and again.

 

One assigned PCC after not responding by email for a few weeks. I called and got a message that they were on vacation. Another time, that they were on a personal leave of absence. Another time, their hours were limited to x and y and z for the next week. 

[Florida_gal_50]

13 minutes ago, DontTalkAboutBruno said:

I've done this. More than once in the last 24 months. The supervisor comes on the phone and assign a new PCC. Gives you a name. Spells it out for you. Gives you their extension. 

 

You call. no one answers, and you leave a message and the new PCC. Then a day later you do the same. And again, and again.

 

One assigned PCC after not responding by email for a few weeks. I called and got a message that they were on vacation. Another time, that they were on a personal leave of absence. Another time, their hours were limited to x and y and z for the next week. 

That is terrible. Just think at how much business is being lost because of this.  So many people just don't  care about providing good service.  You shouldn't have to beg for it.

[crystalspin]

1 hour ago, DontTalkAboutBruno said:

One assigned PCC after not responding by email for a few weeks. I called and got a message that they were on vacation. Another time, that they were on a personal leave of absence. Another time, their hours were limited to x and y and z for the next week. 

When my PCC was on a well-deserved vacation in June, I called  (800)355-3017 and stayed on through the menu. I was connected to a representative (not a manager I don't think), who was very good. I had something like three things that needed to be done before my PCC was going to be back, and all were accomplished. Try that?

[Turtles06]

1 hour ago, Florida_gal_50 said:

That is terrible. Just think at how much business is being lost because of this.  So many people just don't  care about providing good service.  You shouldn't have to beg for it.

A while ago, I started to think that my then-PCC had left HAL because her name was no longer on the mailers I received.  I called and learned that was the case. There’d been no notice to me, let alone a reassignment to another PCC.  This isn’t rocket science, I don’t know why HAL can’t do better. 

[*Miss G*]

12 minutes ago, Turtles06 said:

A while ago, I started to think that my then-PCC had left HAL because her name was no longer on the mailers I received.  I called and learned that was the case. There’d been no notice to me, let alone a reassignment to another PCC.  This isn’t rocket science, I don’t know why HAL can’t do better. 

 

I thought mine HAD left HAL but I was still getting mailers with his name on them!  😂

[retird]

I just call the 800 number and speak to whichever agent comes on the line.   Gave up trying to call a specific pcc a long time ago.  I do the same with other lines as well

 

 

[OmarOak]

My first/only experience with my PCC was superb. The best customer service I've had from any business in years.

 

I wanted to book a "Free Casino" cruise, but our preferred type of cabin was not available via the website.

 

I sent an email detailing the situation to my PCC, had a response within 10 minutes and after a few quick emails (and the creativity of the PCC), we had booked exactly what we wanted.

 

 

[NextOne]

2 hours ago, *Miss G* said:

 

I thought mine HAD left HAL but I was still getting mailers with his name on them!  😂

My PCC was kind enough to tell me about his departure, but I STILL get emails from HAL with his info. REALLY??

[happyzoey]

We've been really happy with our current PCC - he usually respond to my email within an hour ( unless he's out of the office -auto reply will the kick in). Very impressed with getting whatever the best promo offered by HAL also.

[albingirl]

I'm lucky to have a good one right now.  She's great.  I've not had that experience with all....I've been assigned a number of different ones over the past few years.  They quit or get laid off and here we go again.  I really hope this one lasts.  I like the convenience of getting through to someone helpful. I've no patience going through the main lines and long waits on hold.  Such a drag, wasting my life.

[Laminator]

I emailed my PCC today at 12:49 pm and received a response at 2:53pm. She has always been extremely prompt. Today may have been the longest she has ever taken to respond to me. I am very fortunate to have her.