HAL Upgrade - new policy??

[HAL_cruising38726]

Posting this here in case anyone has had this issue before, or if this is a new policy from HAL.

 

We booked an interior GUAR cabin for the 21-day Viking Explorer 2024, and saw recently that the prices went down (what we paid for an interior is the current price of verandah cabins). We called HAL and asked if we could upgrade to a verandah, offering to pay the small difference between what we paid vs. the current going rate of a verandah cabin. We were told that there is no way to upgrade staterooms and we would have to cancel our booking (and pay an exorbitant cancellation fee) if we want a better cabin. 

 

Has anyone had this issue before? We're 4 star mariners with HAL and this is the first we're hearing of this policy.

[Spudd]

Are you past final payment date?

[cbr663]

Do you have a non-refundable deposit?

[CruiserBruce]

1 minute ago, cbr663 said:

Do you have a non-refundable deposit?

This sounds like the answer. The OP is not past final payment for a 2024 summer cruise.

[CruiserBruce]

7 minutes ago, Spudd said:

Are you past final payment date?

No. Their cruise is in Summer 2024.

[HAL_cruising38726]

1 minute ago, CruiserBruce said:

No. Their cruise is in Summer 2024.

 

We have paid for the cruise in full.

[CruiserBruce]

1 minute ago, HAL_cruising38726 said:

 

We have paid for the cruise in full.

But you aren't past final payment. Curious why you paid in advance?

[Alberta Quilter]

If you booked with a non refundable deposit, that would explain the cancellation fee.  Check your confirmation that you received from HAL or your TA and see when the cancellation period starts.

 

[HAL_cruising38726]

Just now, Alberta Quilter said:

If you booked with a non refundable deposit, that would explain the cancellation fee.  Check your confirmation that you received from HAL or your TA and see when the cancellation period starts.

 

 

Except, we're not trying to cancel the booking, we're just trying to upgrade to a better stateroom. Why would HAL insist on making us cancel our booking just to upgrade staterooms?

[Alberta Quilter]

I understand that but that all depends on whether or not your original booking is refundable or not refundable.  If non refundable, then you're hooped, from what I understand.  If refundable, then you should be able to re-fare.  

[Hlitner]

10 minutes ago, HAL_cruising38726 said:

 

We have paid for the cruise in full.

We have always thought this is a very bad idea because you lose some leverage (which you need now).  My daddy taught me to generally not pay for things until it is necessary.  If you are using a decent high volume cruise/travel agency, they can sometimes use their contacts/clout to your advantage and might be able to get the booking modified and/or repriced.  If you book direct (such as through a PCC) you actually have less leverage (when folks insist booking direct gets them "control" we smile..because all the control is with the cruise line).  With a decent agency (especially the ones with the added clout of being in a major consortium) good things can sometimes happen.

 

I am not being critical, but since many folks read these blogs this post might be helpful for some...in the future.

 

Hank

[KAKcruiser]

You should call back and you might get a different answer from a different person.  If not, ask to speak to a pricing specialist.

[HAL_cruising38726]

5 minutes ago, Alberta Quilter said:

I understand that but that all depends on whether or not your original booking is refundable or not refundable.  If non refundable, then you're hooped, from what I understand.  If refundable, then you should be able to re-fare. 

 

We have upgraded several of our staterooms (locations/categories/etc.) on non-refundable bookings.

 

3 minutes ago, KAKcruiser said:

You should call back and you might get a different answer from a different person.  If not, ask to speak to a pricing specialist.

 

We will definitely do this. Thank you.

[ski ww]

On a B-2-B cruise there was a price drop for the second week and we went from an inside cabin to a balcony at no cost.

[Mary229]

Do you have a PCC or TA?  This needs to be escalated to a specialist. They often say this but it turns out with the correct pressure applied they will accommodate 

[HAL_cruising38726]

8 minutes ago, Mary229 said:

Do you have a PCC or TA?  This needs to be escalated to a specialist. They often say this but it turns out with the correct pressure applied they will accommodate

 

Agreed, we will have our PCC escalate this to a specialist. 

[CHOPPERTESTER]

Some Casino offers you have to pay in full at booking not at the final payment date. Maybe he got a deal and the can't change info is in the fine print of the deal.

[sunviking90]

58 minutes ago, KAKcruiser said:

You should call back and you might get a different answer from a different person.  If not, ask to speak to a pricing specialist.

Agree. These days with untrained staff, etc, I would never take the first response I get if I don’t like it. I just say thank you and call back and hope the next person gives me a better answer.

Good Luck. Let us know how it goes.

Edited December 20, 2023 by sunviking90

[lyndarra]

21-day Viking Explorer 2024

I believe this cruise takes in Iceland. I'm wondering if the volcanic event is causing cancellations prompting HAL to drop pricing to get bookings.

I liked the itinerary and was interested in this cruise but being solo and adding long haul flights put me off pricewise. I'll now have another look.

[kazu]

Wonder if HAL is “refaring” this cabin which basically means cancelling and rebooking.

 

I think the OP needs a good TA or PCC - whatever works.

 

If they booked a non refundable far or casino rate, I think they can still upgrade but they need to check their penalty requirements.

I wouldn’t take anyone at HAL answering a question with total faith.  Call 3 times and you can get 3 answers.  I put my cruise in the hands of my TA and have been grateful on more than one occasion I did - including my upcoming cruise.

[AtlantaCruiser72]

HAL has numerous fares that require full pre-payment at time of booking. These fares cannot be modified in any way without cancellation and full penalty of the cruise fare.  These fares are often sold at a significant discount as opposed to other fare types, but the lack of flexibility of any kind is a huge disadvantage.
 

I suggest the OP review the cancellation terms as set forth on their original booking confirmation from HAL before trying to escalate the issue. Their confirmations WILL spell out when you are on instant purchase, no changes, non-refundable fare.