Rambozo68

Hi Florida, being based in the UK, a refund in dollars is more of a hassle again. And the simple fact of the matter here is ...... processing a refund to a credit or debit card, is one of the easiest things to do. In previous posts above, Amazon was cited as a great example of how it's done! Simple!

Hi Hunky, both my bank, and my friend's bank, confirmed that no attempt was made to make the payment.

Hi Riversider, apologies for the late response, I'm just seeing this post now. I 100% agree that the OFFICE of the PRESIDENT has no credibility. I have now had two responses from SPECIAL ADVISOR's on behalf of the PRESIDENT. See highlights from latest response below. Excuse after excuse, after excuse. It is now 59 DAYS since I stepped off the Koningsdam and I am no further forward getting MY MONEY back! And If the PRESIDENT is "advocating for an expedited refund" but can't tell you when it will be, what chance do any of us mere mortals have in getting answers! "Thank you for contacting Mr. Gus Antorcha regarding your ms Koningsdam sailing. Mr. Antorcha has reviewed your feedback and asked me to respond on his behalf and to apologize for our delayed response. We are working diligently to bring our Guest Relations and Onboard Billing queues current after receiving an unexpected number of emails due to the Alaska Riley Wildfire and CrowdStrike flight cancelations. Currently, there is approximately a 35-day delay, and have teams working 7 days a week to reduce this backlog so we can return to the response times our guests are accustomed to. Due to the volume and care being dedicated to ensuring each refund is processed accurately, all refunds will be processed in due course, but delays should be anticipated. Please allow sufficient time for us to manage this process and know we are doing everything in our power to expedite where possible. We have transitioned to a new processing system for guest refunds and regrettably, while we are advocating for an expedited refund, we cannot verify the date this will process. We apologize for any frustration caused by the delay in processing your refund. Our Accounting Department is working to finalize this as quickly as possible, and we regret the inconvenience. We do sincerely apologize for the delay in response and resolution and share in your disappointment at the uncharacteristic delay in refunding the credit from your onboard folio. We sincerely regret any inconvenience and greatly appreciate the patience of our guests. It is truly disappointing to know that you do not intend to sail with us again in the future. Mr. Antorcha is confident that should you choose to join us again, you will find your difficulties to be an isolated incident. Regardless, we wish you all the best in your future travels and thank you for taking the time to address your concerns with us."

UPDATE 1 I mentioned in my original post that this affected both us and our friends who travelled with us. 6 weeks and 4 days after returning, our friends have just received the response below from HAL. Their bank confirmed that no attempt was made to make this payment. "Issue a check" - seriously, it's 2024! "Strict auditing - MINIMUM 60 DAYS" - surely not! "We regret we are unable to assist with your concern directly" - that's your job! "Unable to provide direct contact" - yeah, that means don't bother us again! "Disappointing holiday" - oh no it wasn't, it was fantastic! "Office of the President" ?????????????? In summary, they still have no idea when their OBC will be refunded! (almost $900)

Hi Petronillus, I'm now at 6 weeks and 4 days and I've no idea when I'll receive my refund.

Hi Wehwalt, thanks, and ok, fair point, comment noted for future!

I personally think the title is very appropriate. The fact that people have shared various experiences, all handled, in the first instance, by HAL's Guest Relations Department, shows how HAL, has failed to deliver the most basic level of customer comms on multiple occasions. To then see HAL holding onto people's hard earned cash for many many weeks, again in a variety of different scenarios, shows an endemic policy of poor or morally questionable business practice. DIS-GRACE-FUL! Maybe Stratheden is right .......... "These types of complaints are often the first indication of financial difficulty. This is just my opinion."

Nope, all our refunds for trips purchased pre-cruise on CC we're funded to onboard account.

Ours was refunded to our onboard account and should have been refunded to my credit card post holiday. Yesterday I called the number supplied above by Lido Deck. I got through quite quickly, but they told me I'd have to speak to Guest Relations. After being transferred, I got the automated "we are very busy, it might take 30 mins to an hour to speak to an advisor". After an hour and 6 minutes of my life that I'll never get back I had to hang up to go and do something else. 6 weeks on and I'm no further forward. Tomorrow I'll contact my credit card company. And I won't be using HAL again!

Wow! I find it astonishing that anybody should need to wait that amount of time to get their own money back! Thanks for your comment! 😊

Hi Alberta, good to know and timing is very similar. Thanks. I'll follow this up.

Thanks Lido, I'll give them a call.

A nice calming response indeed. A route to explore. Cheers Laminator!

Hi Mary, I'm not sure what you've picked up from your question. Checking my account was the first thing I did! And I've checked it every few days since! The money hasn't been returned! And more importantly, NOBODY from HAL will respond to my emails!

Hi Sun, contacted them earlier, they have no visibility of the transaction being attempted, or it failing or bouncing back.

Hi Wehwalt, paid for pre-cruise.

Hi Lido, not promotion related. Credits are from a cancelled shore excursion while on board. Credits appeared on the statement and as you can see below, the refund transaction also appears on the statement. There will always be transactional issues and glitches. This I can accept. My main problem is with the lack of ANY response from HAL Customer Service!

Hi Tupper, thanks for these, let's see who can help! The only one you've missed is POTUS! 🤣🤣👍👍

Hi Vmax, I've now checked with my bank. No issues at their end!

I haven't checked with bank yet, but it has happened to both couples, with separate onboard accounts. We've both been trying to contact HAL. Neither of us received a response.

Thanks ontheweb! I've sent correspondence to the email suggested by rodndonna.

Hi Rodndonna, in the current financial climate, 5 days to refund money to a card is about the norm. 6 weeks is profiteering from customers on a grand scale. My onboard account shows the credit card return being processed on 3rd August for $774.13

Return date from cruise should read 3rd August!

Thanks guys, I'll try this route! If only HAL could reply in this time frame!

🤣🤣 should have said 3rd August! Well spotted!