HAL website problem

[mwj]

We have an upcoming cruise in April.

I am able to login to the website and view my bookings.

When I attempt to 'Manage my cruise' for the April booking, I receive an error 500.

The problem only exists with the April booking.

I have tried multiple browsers.

I have cleared browsing history, cookies, and cache to no avail.

I have called customer service to no avail.

I was last able to access the booking a week ago, when I prepaid the gratuities.

...

???

[YourWorldWithBill]

There have been many threads here complaining about the HAL web problems. The problems never seem to get fully corrected. The solutions suggested here are always the same as what you've already tried, so that's doubly depressing.

Often these things clear up in a day or two, but that obviously hasn't been the case for you.

 

I've found that sometimes Firefox works when I have problems with Chrome or Microsoft. Did you try

opening an incognito window from a browser? 

Good luck.

[spkack]

+1 with what YourWorldWithBill said.  I also experienced what you described for a sailing we had booked last year.  It would give me a similar web page error in different browsers and on different PC's.  I eventually called HAL and the associate had to warm transfer me to an IT specialist to get it corrected.  They were able to get it fixed while I was on the phone and I was able to view and reserve excursions and dining via the web page before disconnecting the call.  Hope this helps - good luck!

[Gsel]

I just downloaded Firefox and works great. Cannot understand why HAL won't or can't fix this!

[mwj]

Unfortunately for us, we have tried Firefox, Chrome, Safari, and Edge without success. Incognito mode did not make a difference.

[Gunther1]

So, just another Thursday 😉.

[YourWorldWithBill]

3 hours ago, Gunther1 said:

So, just another Thursday 😉.

😁

[Bill B]

Friday here in Vietnam. I've found something puzzling on the website when I log in and go to my booking under ITINERARY -

Pre-Paid Crew Appreciation: Bill B

I haven't pre-paid the crew appreciation and it is not included in my booking promo.

 

Also, $500 OBC is included in my booking promo, plus $100 from AARP = $600. Yesterday, when my TA got my room changed from a Cat. L to Cat. MM (i.e. I downgraded myself to better room) the corresponding fare appears on my Booking Confirmation with a total of $700 OBC. When I asked my TA where the extra $100 came from, her reply was "I don't know and I'm afraid to ask." 🤔

 

As far as I can see, the only 'downside' is they have almost a year to fix the website before I sail. How good is their accounting department? 😏

[rotjeknor]

Logging into the Dutch version of the website is always a joy.... 😅 Sometimes the info is part Dutch, part English or completely in German ! Or Dutch . Always  a surprise. Trying to make a payment is a different story : " sorry we are unable to process your request at this moment " . So call the office and make the payment by phone. At the Rotterdam office they had ( maybe still do) a seperate option : dial 2 for making a payment .

When I asked the reason for this glitch : something to do with translations ....

Oh well, you get used to it .

[cruiseaholic78]

12 hours ago, rotjeknor said:

 

Oh well, you get used to it .

For many months I have been unable to price a cabin on my iPad, the website works fine on my computer but all I get is as far as the cabin request and then zilch! Seems silly to have to price HAL’s cruises on third party websites.

Rosalyn

[SharonN]

Well it's really not working this morning. Wanted to check on the excursions for a future cruise and it tells me I have no mariner credits, no future cruises (there should be 5) and no past cruises (there are many). Frustrating for sure.

[redpear1]

Ditto, very frustrating 

[VMax1700]

19 hours ago, rotjeknor said:

Logging into the Dutch version of the website is always a joy.... 😅 Sometimes the info is part Dutch, part English or completely in German ! Or Dutch . Always  a surprise. Trying to make a payment is a different story : " sorry we are unable to process your request at this moment " . So call the office and make the payment by phone. At the Rotterdam office they had ( maybe still do) a seperate option : dial 2 for making a payment .

When I asked the reason for this glitch : something to do with translations ....

Oh well, you get used to it .

We had this problem last year when trying to make a payment.  Tomorrow I am due to make final payment on April cruise.  I am dreading trying to make the payment online.  No translation issues here, but Ireland is 'managed' by UK, so I will have to phone Southampton and remind them not to process our booking in £ stg, but to process in Euro!

[rotjeknor]

2 hours ago, VMax1700 said:

We had this problem last year when trying to make a payment.  Tomorrow I am due to make final payment on April cruise.  I am dreading trying to make the payment online.  No translation issues here, but Ireland is 'managed' by UK, so I will have to phone Southampton and remind them not to process our booking in £ stg, but to process in Euro!

I have made about 6 payments by phone. Never had any issues with it. Was always handed correctly, I gave the amount and currency and agent always confirmed and asked again if was ok with the payment. 

[KeyLimeKayak]

Has this been resolved for anyone yet? Husband has been trying to get our upcoming March sailing connected to his Mariner account for 3 weeks now. He should have multiple past cruises in his account and 1 upcoming but there is NOTHING there. Several calls have been a waste of time.

[oakridger]

9 hours ago, KeyLimeKayak said:

Has this been resolved for anyone yet? Husband has been trying to get our upcoming March sailing connected to his Mariner account for 3 weeks now. He should have multiple past cruises in his account and 1 upcoming but there is NOTHING there. Several calls have been a waste of time.

 

There are a couple other threads on the missing Mariner Points issue.  Many people reporting that the points are now on their accounts as of today.  Finally!!!

 

~Nancy