Hellish Treatment -- Vacation Totally Wrecked

[ryansmemom]

At this time, I do not know what actually happened. Obviously the travel compamy or HAL made an error. I just located my receipt from the travel agency which confirms that they received my final payment 11/10/05 with $0.00 balance due.

Newton girl

 

What a horrible experience! I am so sorry this happened to you. First of all, let me say, I have heard of this happening before. I have actually heard of this happening 2 times. Neither

was the fault of the cruise line. Both were done by agents. Fortunately, the people involved found out before they actually got to the pier. One case was before final payment. In both cases, the people involved were well compensated by the cruise line. I do know that the people involved felt that the settlement they received was fair and that they were able to reach these agreements without involving lawyers. In one case it was HAL in the other RCI. One was after final payment, one week before sailing. I am telling you this so that you know that you are not alone.

 

I do have one question, if you don't mind. When you say "they received my payment on 10/05 with $0.00 balance due" are you speaking of the travel agency or the cruise line? From your post it seems you are referring to the travel agency. If that is true, do you have any paperwork that tells you they actually paid the cruise line?

 

Also, in your original post, you mention that your agent told you she did not cancel your cruise. She told you that it was not her job to do that and that that particular job was handled by another employee of the agency. I find that interesting. in the cases that I refered to, one of the cruises was cancelled because the agent wanted the suite for someone else. Just food for thought. It just seems strange that your travel agency has a person who handles cancellations seperate from your personal agent and your cruise was cancelled.:confused:

 

When my husband and I went on our first cruise we made arraingments for private limo transportation between the airport and pier. We did this for sentimental reasons and it was very important to us. We arrainged this through our travel agent and the cruise line. When we arrived in Miami we were told by the shore staff that our limo had been cancelled. We were very upset. Sure it was just a limo, but this was for sentimental reasons that had meaning that went back 30 years. It was a Saturday and all we could find out was that someone at the travel agency cancelled the limo. Why? Who knows? So we got on the bus and went to the pier. RCI had a limo waiting for us at the pier. They did not charge us for any sort of transfer refunding us $160. We never found out the whole story. We did find a new travel agent who has given us wonderful service for the last 10 years.

 

I wish you luck. I hope you find out what happened and get some satisfaction and what you feel is fair compensation. I urge you to give HAL at least a chance to respond to your problem.

 

Linda

[S.S.Oceanlover]

Ryansmemom,

That was nice of the cruiseline to compensate those people who were wronged by their TA's. Usually these days even when it's the cruiselines fault you're lucky to get any compensation.

 

Bill

[Aussie Gal]

Newton Girl,

 

You have my full sympathy. We always board our ships in another country far from home and I know how devastated we would be if we were denied boarding a ship that we had paid for months in advance and had our tickets with us. We would have paid for expensive air fares and then have nowhere to go!

 

I do hope something will be worked out between the Agency, HAL and yourselves.

 

I do know that HAL are having trouble with their new booking system as my sister discovered the other day that she had been cancelled from her cruise in April on the Prinsendam and yet she had fully paid the balance in December. It was only because she had booked her shore excursions online that she was told that her booking had been cancelled. Apparently the computer just cancelled her cruise. So as you can see, anything can happen at the moment to passengers.

 

Jennie

[Host Walt]

This may be the clue:

... We called the agency and they got in touch with her (they called her on her cell phone at a wedding she was attending). She was adamant that she never cancelled our trip and that another department at her agency does cancellation --she said she never does them. The agency said they will be in touch with Hal and go to the highest rung. ...

 

An agency that's large enough to have "another department" that handles cancellations is also large enough to have made an erroneous cancellation that was not properly communicated to your agent.

 

I suspect that you'll be getting an earful from your agent tomorrow. Good luck and let us know how things work out.

[JDRMYS]

If there are problems with the HAL computer booking system, HAL must be aware of these problems and must take full responsibility for them without punishing or embarassing their clients. Certainly, treating passengers who have paid their fares as if they were free-loading criminals is completely unacceptable behavior. In 40 years of taking cruises, I have never heard of problems such as those described in this thread.

 

We usually cruise on Radisson, Seabourn or Silversea but have been considering taking a cruise on the new Noordam next fall or winter because of the convenience of sailing from the NYC passenger ship terminal which is only a mile from our house. However, until HAL works out these major booking problems we will stay away!

[andydee]

What an awful thing to happen. I felt so sorry for you while reading about it. I sincerely hope your story has a very happy ending.

Andy

[Cruiser Nonna]

First thing I would have done was call my credit card company - in this day and age a credit card SHOULD always be used - NEVER a check when it involves travel. Once the charge was verified - next question - do you show a CREDIT from Holland - what date? If they show the charge and no credit - then it would appear your TA did their job and Holland did not - if they show no charge - then TA on the hot seat; if they show the charge and the credit - still TA on hot seat - but really feel you need this information BEFORE you can proceed anywhere - DEFINITELY need DATES for the charge and/or credit.

 

Years ago I was on a cruise and the people that sat at our table for lunch (NCL cruise) were telling the story of arriving at the pier for their 1st cruise and their reservation had been cancelled - evidently two passengers with same last names and the wrong reservation was cancelled - they did not know who to blame but they were suppose to be in an inside cabin and they upgraded them to a suite - too bad this wasn't handled in the same manner for you.

 

Please keep us posted - very interested to see how this works.

[kryos]

I would think that if this reservation was cancelled, HAL would be able to provide a paper trail. I know everything is done in cyberspace now, but there has to be a record to show this was cancelled and by whom.

I hope this isn't another situation of a crooked TA. I wonder if the OP verified that all of her payments went to HAL. It would seem strange that final documents would be issued if the reservation was cancelled. Were those documents paper ones, or electronic?

 

This story sounds very strange to me. Appearing at the pier with documents, only to be told the reservation was cancelled? I thought documents wouldn't even be issued unless all payments had been received by the cruise line? If all payments had been made and received by HAL, then why on earth would the reservation be cancelled?

 

Could these "documents" ... especially if they were electronic ... have been bogus?

 

Sounds like there's a lot more to this story that meets the eye.

 

Blue skies ...

 

--rita

[grest]

What an emotional crash after such a high! I can't imagine getting to ship, docs in hand, full of joyous anticipation, then being escorted off the ship..holy cow! I'm so sorry this happened to you. I hope this gets resolved very soon and that you're "back up on that "cruising horse" very very soon.

[Sage]

I too agree with Sail, as it would be nice to have the whole story. Perhaps all payments were made, but did anyone ever consider that the TA payment to HAL could have been returned or late? We had dealt with an agency many, many years ago that wrote a bad check to the cruise line, and therefore the contract was broken. We had paid our money in good faith and later received our money back and a free cruise from the agency.

[newtongirl]

I just contacted my credit card company, American Express. They confirmed that Holland America received final payment in full on time. So apparently or TA is not at fault for withholding or tardy payment. Unfortunately payment was made before 60 day limit so they will not get invoived.

Believe me, nobody wants to know whe whole story more than I!

[Krazy Kruizers]

What a horrible mess.

 

I even called DH in to read this.

 

Do come back and let us know who caused this mess.

[walnut99]

Newtongirl,

 

I believe you must find out the answers to these questions:

 

Does AMEX show full Payment?

Who does AMEX show payment by you to (HAL or TA)?

 

If directly to HAL, does AMEX show a credit back from HAL to AMEX?

If not, then HAL has all your money and HAL should be responsible.

 

If payment to TA, then did HAL get credited from TA?

If so, then any credit reversal would be back to TA.

Did this happen? If so problem could be either HAL or TA?

Does HAL show a payment back to TA?

 

However, if the cancellation occurred so recently that credits had not been issued yet, then if HAL ever had you money they would still have your money and could have and should have reversed the cancellation and allowed you to remain on the ship.

 

First thing is to find out where you cruise fare is now.

 

When you have the answers to these questions, you will know better how to proceed.

 

John

[Captain Crunch]

Newton Girl,

 

You have my full sympathy. We always board our ships in another country far from home and I know how devastated we would be if we were denied boarding a ship that we had paid for months in advance and had our tickets with us. We would have paid for expensive air fares and then have nowhere to go!

 

I do hope something will be worked out between the Agency, HAL and yourselves.

 

I do know that HAL are having trouble with their new booking system as my sister discovered the other day that she had been cancelled from her cruise in April on the Prinsendam and yet she had fully paid the balance in December. It was only because she had booked her shore excursions online that she was told that her booking had been cancelled. Apparently the computer just cancelled her cruise. So as you can see, anything can happen at the moment to passengers.

 

Jennie

 

So on at least one occassion it was completely HAL's fault. Interesting. I know that TAs aren't usually MENSA candidates but I've met plenty of dedicated and caring TAs. I'm alarmed by the number of people who will simply trash a TA and presume it's their fault. Until we know why the OP was wrongly cancelled, it could be the fault of a number of people, computers or departments, we should keep on open mind. That means with holding judgement on the TA AND HAL. But if you must speculate or form an opinion, don't knock someone else's different opinion.

 

Either way, the original OP shjould never have been confronted amd intimidated by police and security at the request of HAL, especially as the POSSESSED HAL issued tickets for the cruise.

[LoveLifeAtSea]

Newtongirl . . .

 

Obviously, you have a lot of unanswered questions to be addressed.

 

What I'm curious about is this: After you explained your situation while attempting to check-in and also after boarding, how much communiction took place between the shore staff (and/or ship staff) and Seattle? Quite obviously, the bookings, the cancellations, the charges, the credits, are all handled at Corporate. THEY would be the ones with the transaction trail. You posted that you had been onboard two hours before guest relations contacted you for your credit card. It seems to me that a lot of research could have been done during that time by the Seattle Office. I'm also curious if 'Management' of the responsible department (accounting, reservation or whatever) was asked to get involved before your vacation during into this nightmare. Either way, Seattle should have been able to provide you with specific details as to what took place, such as, cancellation was received by your TA (if in fact that happened) on whatever specific date. Based on what you have posted, it just seems that too much was left unanswered before you even left the ship.

 

I'm very sorry that your vacation turned into a disaster and hope that you will be happily rewarded by the responsible party in the end.

[DesertDiva]

I don't want to ask a "dumb" question, but what do cruise documents mean. Aren't the documents issued when you have paid for your cruise in full and are entitled (like a ticket) to board the ship?

 

If you had cruise documents issued by Holland America, shouldn't this be "proof" that you are indeed on a particular sailing? I'm sorry if I've asked an "obvious" question, but I don't understand. Also, if someone had cancelled the cruise, wouldn't Holland America have a record of who and when?

[ocngypz]

Even after docs are printed and shipped, cruises can be cancelled.

 

Docs do not come without final payments being made.

 

I will bet, the agency cancelled the wrong booking!

[SueSea]

Once the charge was verified - next question - do you show a CREDIT from Holland - what date? If they show the charge and no credit - then it would appear your TA did their job and Holland did not.

 

Not true if HAL claims the cancellation was made within the period in which the penalty for cancelling is loss of 100% of payment. If no credit appeared on her card, then would still be possible the TA was at fault.

 

It would seem strange that final documents would be issued if the reservation was cancelled. Were those documents paper ones, or electronic? I thought documents wouldn't even be issued unless all payments had been received by the cruise line? If all payments had been made and received by HAL, then why on earth would the reservation be cancelled?

 

Final payment is due 70 days prior to sailing. People can and do have to cancel a cruise after final payment is made--that's why travel insurance is recommended. I received my cruise docs the week of January 23 for my March 18 sailing. The cruise line had my final payment, and they sent me my documents about 2 months prior to sailing. Any number of things could happen in those 2 months to force me to cancel my cruise (illness, accident, family member illness, etc.). You are correct that HAL won't issue you the documents unless you have paid in full, but if you cancel after you receive your documents, they can't un-issue your docs. ;) If HAL's records show that the reservation was cancelled, showing up with documents does not prove that it was not.

[Captain Crunch]

Even after docs are printed and shipped, cruises can be cancelled.

 

Docs do not come without final payments being made.

 

I will bet, the agency cancelled the wrong booking!

 

Maybe HAL double booked the cabin and cancelled the lower cost booking:confused:

[trubey]

OP: By any chance, did you access the HAL website with your booking number in the last few days before your departure? Did the number fly?

 

I'm fairly sure that part of the problem in verifying the responsible party is that HAL refunds are not done on a timely basis. And then, most people only review their credit card statement on a monthly basis. Therefore, the op, or anyone else who this might happen to, would have no documentation or knowledge.

 

susana.

[Host Walt]

Even after docs are printed and shipped, cruises can be cancelled.

 

Docs do not come without final payments being made.

 

I will bet, the agency cancelled the wrong booking!

That's my bet as well. In her original post she made a point of saying that "...another department at her agency does cancellation..."

 

That's why I'm looking forward to reading the resolution. The TA will have a serious problem if they blew it. Especially because there will be two bookings that they messed up, not one.

[SueSea]

My thinking is that cruise lines must have a specific process they follow when a passenger or a TA cancels a cruise. That process must surely include detailed documentation to cover the cruise line for cases such as this. I asked my TA about this case, and she told me that HAL must provide you with documentation of who (person, not just the agency) cancelled the booking and when. If they can provide that info, then it's up to the TA to refute it.

 

I'm hoping the OP gets a satisfactory resolution soon. And I hope she posts back to let us know what happened!

[Djptcp]

When all is said and done, after you contact your TA and HAL, and you do not feel the outcome is satisfactory, why not submit a letter to the Ombudsman column in the Conde Nast Traveler magazine? I have read those columns for years and usually a fair solution is reached, but it should be a last resort after you have pursued all other options. I hope you don't have to do it and you receive fair treatment and compensation regarding this awful experience, but it's just a suggestion.

Good luck!

NCL - 1994, 1996, 1997, 2002

Holland America - 2004, 2006

Royal Caribbean - 2001

Carnival - 1995, 1998, 2006

[blue whale]

When I pack my pocketbook before a voyage, I always tuck in the final invoice from my TA showing that I have paid in full. After hearing of your plight, I am going to tuck in my credit card bill showing that the money was sent to HAL on a specified date. Since in most cases we have to pay at least 45 days before a sailing, our final payment will have shown up on our credit card bill before we leave home. I guess they could still claim we had cancelled but they couldn't claim we were not paid in full.

[katemate0]

After reading this thread I want to tell you what just happened to us. We booked on the Zaandam for March 25th. I usually don't do the Imigration form paper on the net but fill it out when docs. are received but decided to try something new. Went to fill the form out and low and behold it said-----

sailing date ---MARCH 5th. It has all been set straight now, but, had I not gone to fill out the form ahead of time we would have been classified as --NO SHOWS when the ship sailed on March 5th.

Our travel agent said when he called it in HAL made the mistake on the date.

Could have been either one but we are just happy that it came to light so we didn't lose out on our payment. I think it might have been HALS fault because we got the nicest call from one of their reps. She said " We would probably be getting a nice upgrade and added " That won't make you mad --will it?

Happy Crusing to ALL

Kate & Buck