New PCCs?

[kit125]

My PCC was recently reassigned.  I'm very unhappy about this, as my PCC was fantastic!  My new PCC harasses me when I don't have any cruising needs, but is MIA when I need something.  Anyone else having this issue?  I really prefer dealing directly with HAL, but I may consider using a TA going forward (and trying a whole new line).

[Haljo1935]

1 hour ago, kit125 said:

My PCC was recently reassigned.  I'm very unhappy about this, as my PCC was fantastic!  My new PCC harasses me when I don't have any cruising needs, but is MIA when I need something.  Anyone else having this issue?  I really prefer dealing directly with HAL, but I may consider using a TA going forward (and trying a whole new line).

The PCC I was assigned I think won company awards for Least Helpful and Most Combative. Seriously, I actually got an email from her (which I saved but have not yet acted on) saying she was busy in Zoom calls and did not have time to respond to me. That was in response to a voicemail I left her w/cruise dates, ship and cabin location I wanted to book. She had 0 work to do other than create the booking and email me confirmation. 

So, I called my TA to do the booking and have not contacted her since. I also prefer to book directly w/HAL but that particular cruise required a code for the discounted rate so I wasn't able to do it myself. 

I don't like giving up the ability to communicate w/HAL that happens when ypu have a TA, so I don't frequently use one.

So far, I have not seen a benefit of using a PCC since mine is worse than horrible and their hours are not compatiblew/mine (they work days Mon-Fri), so I book direct most of the time.

I have heard of people having awesome PCCs, but we cannot share contact details, so they remain illusive unicorn...

[canadianbear]

2 hours ago, kit125 said:

My PCC was recently reassigned.  I'm very unhappy about this, as my PCC was fantastic!  My new PCC harasses me when I don't have any cruising needs, but is MIA when I need something.  Anyone else having this issue?  I really prefer dealing directly with HAL, but I may consider using a TA going forward (and trying a whole new line).

Do you mean reassigned to a different department or not a PCC any longer?   
 

We have a very good PCC (after our other one left who was also very good but I’ve heard he’s back)…anyway, both were/are excellent at returning my calls or emails.  I can usually do most stuff myself but ran into an issue trying to book something and he took care of it within minutes.  I usually use the PCC on long cruises in case something needs to be dealt with.  Otherwise big box if it’s a short cruise with perks etc.

 

I know they have a LOT of new staff just from reading the frustration people have on CC.

You can always try phoning and asking for a supervisor to get a different PCC maybe. 

 

[retird]

I was assigned a PCC two years ago and receive emails from her on a regular basis with the sam3 promos that is on the website.   I have never been able to use her to book as she is never available.   Recently i made four phone calls to her to book a cruise and just got a recorded message and never received a call back.  I ended up calling the reservations number and used the cruise consultant that answered the phone . Booking went well and was a pleasant experience.   Now fast forward three weeks and today I get an email from the PCC thanking me for booking with her(which I didn't) and advising me to call if I needed any assistance going forward with the booking.   I called twice today, got recorded message and no call back.   I just want to ensure that she is not getting credit for the booking she did not make.   Will try my luck tomorrow.     PS.  I have always found the general cruise consultants excellent with HAL and the other Lines I have booked with.   Rant over.   

[holomuku]

That's crazy.  I worked in cargo sales for a major international air carrier and standard response time expected on voice mail was same day if it was left before 4pm.  I frequently worked very late and/or very early days, including week-ends, for customers that were located in another time zone and/or country.  I hope HAL is monitoring this thread and someone starts to kick-a**!!

[ECCruise]

Will never understand the allure of booking direct with the cruise line.  50+ cruises with my current TA who responds generally within minutes but at most early the next day (like 7AM) if I contact her late at night.

 

We literally have taken cruises fully paid by the cumulative savings a good TA has saved us over cruise line prices.

[retird]

30 minutes ago, ECCruise said:

Will never understand the allure of booking direct with the cruise line.  50+ cruises with my current TA who responds generally within minutes but at most early the next day (like 7AM) if I contact her late at night.

 

We literally have taken cruises fully paid by the cumulative savings a good TA has saved us over cruise line prices.

I personally do not use a TA because I have not been able to find a good one to keep.   For those that have found a good one, they have been worth their weight in gold.   I started out trying to use TAs, but after a few times asking for a specific stateroom and being told it was not in (their) inventory, i gave up and started booking direct

[ECCruise]

2 minutes ago, retird said:

I personally do not use a TA because I have not been able to find a good one to keep.   For those that have found a good one, they have been worth their weight in gold.   I started out trying to use TAs, but after a few times asking for a specific stateroom and being told it was not in (their) inventory, i gave up and started booking direct

Yes finding the a good one is the whole game!

[Reagan0712]

16 minutes ago, retird said:

I personally do not use a TA because I have not been able to find a good one to keep.   For those that have found a good one, they have been worth their weight in gold.   I started out trying to use TAs, but after a few times asking for a specific stateroom and being told it was not in (their) inventory, i gave up and started booking direct

Agree. Used a TA once. He must have gone to PCC school because like the PCC assigned to me, the TA was never available when calling, would never respond to voice mails and took days to respond to emails. That's why I went back to booking direct with HAL. But that, lately, has gone drastically downhill also.

[DaveOKC]

14 hours ago, canadianbear said:

Do you mean reassigned to a different department or not a PCC any longer?   
 

We have a very good PCC (after our other one left who was also very good but I’ve heard he’s back)…

 

The one who is back - is his name Tyler?  He was fantastic!  My current one is also very good - hope she stays around.

[canadianbear]

8 minutes ago, DaveOKC said:

The one who is back - is his name Tyler?  He was fantastic!  My current one is also very good - hope she stays around.

No, it’s Jim.  I’d go back with him in a heartbeat but the PCC we have is just like him-very efficient. 

[kit125]

I'm extremely frustrated.  This person literally called repeatedly at inopportune times when I had no cruise requests, just to inform me of offers I'd already received via email.  I now can't a response...I emailed her Sunday and again Tuesday.  It's a casino offer, so I need her help.  Frustrating.

[saltshell]

My long time  PCC retired, Lisa. She had worked at HAL for many years and was wonderful. I have a new PCC who tells me she was randomly assigned.  Time will tell...

[NextOne]

9 hours ago, canadianbear said:

No, it’s Jim.  I’d go back with him in a heartbeat but the PCC we have is just like him-very efficient. 

Jim is back??? Be still, my heart! He is terrific! But yes, his replacement has  been very good, too. 

Edited October 11, 2023 by NextOne

[Cruising-along]

9 hours ago, canadianbear said:

No, it’s Jim.  I’d go back with him in a heartbeat but the PCC we have is just like him-very efficient. 

 

11 minutes ago, NextOne said:

Jim is back??? Be still, my heart! He is terrific! But yes, his replacement has  been very good, too. 

We also loved Jim, and were so unhappy when he left.  His replacement has been "ok" but I still haven't made up my mind about her.  Jim spoiled us.

[canadianbear]

1 minute ago, Cruising-along said:

 

We also loved Jim, and were so unhappy when he left.  His replacement has been "ok" but I still haven't made up my mind about her.  Jim spoiled us.

Jim P was great and definitely anyone that had him was spoiled.  As far as I know if you requested him again there is a procedure.  The one I have now had to get permission that I instigated requesting him.  Guess there’s a process but I wanted a competent person like I had. 

[kit125]

Update....after 3 emails, I finally get a response...

"Good afternoon. Currently my system that I use to reserve voyages is down , and I am unable to write any quotes via email.  Feel free to call our specialist on pricing at (877)724-5425

Thank you & I apologize for any inconvenience."

 

What is the point of a PCC if I'm just directed to call random reservation line??  Very disappointed.

[Haljo1935]

13 hours ago, kit125 said:

Update....after 3 emails, I finally get a response...

"Good afternoon. Currently my system that I use to reserve voyages is down , and I am unable to write any quotes via email.  Feel free to call our specialist on pricing at (877)724-5425

Thank you & I apologize for any inconvenience."

 

What is the point of a PCC if I'm just directed to call random reservation line??  Very disappointed.

Do yourself a favor and just book w/anyone who answers before you lose your casino deal. I've had to do that since my PCC does not respond to me.

[kit125]

Additional update....I spoke with a supervisor after trying to book with someone who answered the phone.  It was really good customer service!  The agent informed me that I have a PCC and I explained what happened.  She then said that I really needed to speak to a supervisor, as they take feedback very seriously.  I spoke with the supervisor who immediately reassigned my PCC to a lovely, energetic woman that was super helpful and got my cabin booked!  As much as I hate it, the squeaky wheel does get the grease!