Rambozo68

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!

WHAT A WAY TO TREAT YOUR CUSTOMERS! We returned from a HAL Alaska cruise on 3rd September (two couples). Due to excursions being canceled (bad weather), we both had credits in excess of $700 on our onboard accounts. THIS MONEY HAS NOT BEEN RETURNED. We have both, on several occasions, tried to contact HAL Customer Service, in both the US and the UK. The UK can't help, "nothing to do with us", contact THE US. I have sent several emails to GUEST RELATIONS, and other than the automated response, have received ZERO response. They're quick enough to take your money upfront for SPECIALTY DINING and EXCURSIONS. It's a disgrace that almost 6 weeks later I'm chasing my own money!! If anybody has any thoughts on who we might contact, please advise!