Is Holland America trying to drive away 4-star and above Mariners?

[Desdemona01]

we have been sailing with, almost exclusively, HAL since 12/2001.  We've loved them and promoted them whenever we can.  We are half way to 5-stars.

We had a transatlantic crossing booked for 4/21, which was canceled in 2020 (of course) and rather than request a refund we had our fare applied to future cruise credit.

In January of this year we were able to book a transatlantic on the Rotterdam for 4/22.  We have our confirmation with our room number, showing paid in full.

Two weeks ago I went online to check on shore excursions for this cruise only to receive the message that the booking had been canceled.  I immediately contacted my T/A, who had no idea what they'd done.  After back and forth with Seattle she was told that HAL was implementing a new computer system around the time that we booked and a *glitch* caused the system to not acknowledge FCC as payment.  So, the computer canceled our reservation for non-payment....

Our T/A reached out to her contact at HAL--our room was gone, of course, so he offered two options:  waitilist for our category of room, with no control over where the room would be located, or pay $$$ to upgrade to the next category--no apology, no effort to make us whole.  We opted for the upgrade, chose a room, and our T/A continued to negotiate the outrageous cost of the upgrade.  We finally reached an agreed amount with her HAL rep to discover that Seattle had canceled the reservation for THAT room because they said we were double booked......and, of course, that room is no longer available.

We are sailing with friends, also 4-star, who are as confused as we are but who will cancel if this can't be resolved.  My only thought is that HAL wants to discourage 4-star mariners because of the perks we receive and are focusing on new passengers, who don't get those advantages.

I now have two confirmations, for two different rooms, which HAL says they will not honor.  And not a word from them in apology.

 

 

[dockman]

Time to write an email or letter to the president of HAL....include all documentation, be respectful but firm and give a two week "deadline" for resolution or you will have no choice but seek legal representation.  I bet you will get a good offer.

[rkacruiser]

Given your situation, no, I don't think they are trying to rid themselves of us old timers.  It's more of a continuing problem that they have with their IT people and their failures in communicating with their booked guests and/or the guest's travel agent. 

 

9 minutes ago, dockman said:

Time to write an email or letter to the president of HAL....include all documentation, be respectful but firm and give a two week "deadline" for resolution or you will have no choice but seek legal representation.  I bet you will get a good offer.

 

I agree with dockman with this exception:  no e-mail, but a certified, registered letter, return receipt requested, will gain much quicker notice if you choose to contact President Gus.  

[oaktreerb]

The 4* perks aren’t that great.  Without 4* cruisers HAL would not be able to continue to sail.  They are giving free rooms to casino players so who knows what their business model is going forward.   Maybe supervisors in the office need some customer service training.  A lot of staff are probably working from home.  The staff onboard are well trained in customer service but the land based support staff seem a bit apathetic.  A good  travel agent who books a lot of HAL cruises should be able to get your issue resolved to your satisfaction.  

[rkacruiser]

1 minute ago, oaktreerb said:

A lot of staff are probably working from home.  The staff onboard are well trained in customer service but the land based support staff seem a bit apathetic

 

I agree.  I was a bit shocked when I learned several years ago that my travel agent--and the person at HAL with whom I spoke--was not working in the home office.  My travel agent has the training and experience to handle such a situation well.  But, the "whomever" that is employed by HAL that works from "wherever" seems to lack that training/experience.

 

1 minute ago, oaktreerb said:

A good  travel agent who books a lot of HAL cruises should be able to get your issue resolved to your satisfaction.  

 

Agree.  I still suggest that a USPS letter, mailed as I suggested, will "ruffle some feathers" and gain recognition that an e-mail or a regular snail mail letter will not.  Why do I say this?  Because I have done such and I know the positive result that resulted by doing so.  

[Oceanwench]

I have two cruises on HAL booked for next year. I haven't sailed with them since 2017.

I just went on my account to make sure I'm still booked!

 

This situation just blows me away. I would be livid.

First, they need to apologize and admit it was their fault. Second, they need to rectify the situation in a way that is acceptable to you.
I don't think they should charge you a cent over what you paid (or believed you paid with your FCC)!
 

You booked for 2021. When that was canceled, you showed good faith and transferred your funds to FCC. So they've had your money all this time! When you booked again, they messed it up because of some computer issue: their fault. 

 

Shabby treatment for a loyal HAL cruiser. You need to escalate this quickly to the top levels.
 

Could you also mention it to someone in the Mariner Society? It couldn't hurt.

Shame on HAL.

Edited November 18, 2021 by Oceanwench

[rkacruiser]

8 minutes ago, Oceanwench said:

Could you also mention it to someone in the Mariner Society? It couldn't hurt

 

What good would that do?  I suspect the Mariner Society consists of Gerald and maybe a secretary whom he shares with whomever.  He is a puppet.  The Mariner Society once was headed by a woman who had some clout.  

[Oceanwench]

Just now, rkacruiser said:

 

What good would that do?  I suspect the Mariner Society consists of Gerald and maybe a secretary whom he shares with whomever.  He is a puppet.  The Mariner Society once was headed by a woman who had some clout.  

One never knows.

I would try every avenue possible.

The MS has always been responsive to me when I have had a question about my account, and they've always provided great customer service.

 

But thanks for the gentle criticism. Have a good evening.

[rkacruiser]

5 minutes ago, Oceanwench said:

One never knows.

I would try every avenue possible.

The MS has always been responsive to me when I have had a question about my account, and they've always provided great customer service.

 

But thanks for the gentle criticism. Have a good evening.

 

Agree; try every avenue possible.  My intent was not to be critical.  My intent was to indicate that the Mariner Society's "leader" does not have the clout that a former one had.  

[Heartgrove]

I had problems before a cruise with a Viking Ocean cruise this past July and could not get anywhere with the Main Office.  We were close to canceling - except there isn't a refund, only FCC. I would still be stuck with their ineptness on a future cruise.

 

One day I went to their Facebook page where everyone was glowing about how great Viking is. Then I dropped the bomb about what was going on with our cruise. That same day I had a phone call from a VO representative to discuss the problem! Evidently they monitor FB and he was able to find my contact information in their database. It appears they really do not enjoy being embarrassed on social media. The problem was eventually resolved.

 

It might be worth a try.

[Andi Land]

20 minutes ago, Heartgrove said:

I had problems before a cruise with a Viking Ocean cruise this past July and could not get anywhere with the Main Office.  We were close to canceling - except there isn't a refund, only FCC. I would still be stuck with their ineptness on a future cruise.

 

One day I went to their Facebook page where everyone was glowing about how great Viking is. Then I dropped the bomb about what was going on with our cruise. That same day I had a phone call from a VO representative to discuss the problem! Evidently they monitor FB and he was able to find my contact information in their database. It appears they really do not enjoy being embarrassed on social media. The problem was eventually resolved.

 

It might be worth a try.

Thanks for this guidance. I’m having some problems with another cruise line too. I’d be happy with an FCC but last I talked to them they said if I cancel I’d be out the full $800. So, I just sent them a Facebook message. 

[Oceanwench]

Having worked extensively with pubic relations people from many cruise lines, I know how much they hate adverse publicity.

A Boston Globe columnist did a story on an elderly couple who missed their cruise because they had put their passports in their checked-on luggage.
The cruise line got a lot of heat for that, and they made up for the way it was handled by their staff.

[DAllenTCY]

I think leaving your passports in your checked luggage is on you.

 

A responsible longshoreman will remind you, and certainly if you arrived in plenty of time for your sailing....ground staff and ship's staff would have located your luggage in time.

 

Does it happen often?.....just about every sailing.  Either PP or Covid Vaccination Card, or recent test results are left in checked bags.

 

 

David

 

 

 

 

[syesmar]

1 hour ago, Heartgrove said:

…One day I went to their Facebook page where everyone was glowing about how great Viking is. Then I dropped the bomb about what was going on with our cruise. That same day I had a phone call from a VO representative to discuss the problem! Evidently they monitor FB and he was able to find my contact information in their database. It appears they really do not enjoy being embarrassed on social media. The problem was eventually resolved.

 

It might be worth a try.

You bring up a good point. HAL’s Brand Ambassador, Seth Wayne, seems to interact very well with passengers on FB. I wonder if he might be able to help, too?

Edited November 18, 2021 by syesmar

[Jerseysaxophone]

I think you were treated horribly for something that is obviously the cruise line’s mistake. They need to make it right and give you everything you had before they mistakenly cancelled your trip. Totally unacceptable. 

[Oceanwench]

38 minutes ago, DAllenTCY said:

I think leaving your passports in your checked luggage is on you.

 

A responsible longshoreman will remind you, and certainly if you arrived in plenty of time for your sailing....ground staff and ship's staff would have located your luggage in time.

 

Does it happen often?.....just about every sailing.  Either PP or Covid Vaccination Card, or recent test results are left in checked bags.

 

 

David

 

 

 

 

Obviously their fault for putting passports in their checked luggage.

That was not my point.

 

A newspaper columnist, who handles consumer issues, took up their cause. Readers agreed that the couple was not treated well by the cruise line. In the end, the cruise line made it up to them, and then some.
Even though the cruise line was not at fault in this, they did not want the negative publicity.

 

This was merely an illustration of how various social media can play a role in a difficult situation.

 

Edited November 18, 2021 by Oceanwench

[CruiserBruce]

Am I missing something here, or does this have absolutely NOTHING to do with Mariner status?  Yes, a frustrating situation,  no doubt, and the cause is a combination of things. But, I see no connection with Mariner status.  Was someone waving it around?

[Boatdrill]

5 hours ago, Desdemona01 said:

 My only thought is that HAL wants to discourage 4-star mariners because of the perks we receive and are focusing on new passengers, who don't get those advantages.

 

 

 

I understand your frustration, as I've had to deal with similar situations. If you could find out the Mariner status of the people who have your room(s), would that help ease your mind ?  Probably not, because the booking problem would still exist,. no matter if they're 3, 2, or 1 star Mariners.  According to your story, HAL has made huge blunders, and haven't resolved them (yet). Don't give up. Write to the HAL president, and send a copy to Michelle Sutter, VP of Sales for Holland America.    

Edited November 18, 2021 by Boatdrill

[Caribbean Chris]

The thing that mystifies me is the initial response. Instead of saying you had an option to waitlist or pay more, the only correct answer was an apology and upgrade to the next open category at your originally-contracted fare. 

[ski ww]

Hope you get this problem sorted out soon to your satisfaction. I agree it doesn't leave you with a warm fuzzy feeling for HAL. 

[msmayor]

11 hours ago, dockman said:

Time to write an email or letter to the president of HAL....include all documentation, be respectful but firm and give a two week "deadline" for resolution or you will have no choice but seek legal representation.  I bet you will get a good offer.

 

"Legal representation"?  For what?  

 

This would not be a good idea at all, and would not garner a good offer.  Mention anything involving 'legal action' and any business immediately shuts up and either tosses your letter in the bin or sends it to their own legal department.

 

I agree with another poster who says this is not something unique to a 4-star.  Sometimes, very bad outcomes happen because of a cavalcade of unfortunate circumstances.  Am I excusing the way HAL is handling?  No...but the way to get this resolved is getting it in front of someone who CAN fix it...with polite but persistent communication and facts of the circumstances, not outrage that as a 4-star they are being treated badly.

 

 

[KirkNC]

Didn’t you or your TA get a cancellation notification when final payment was not made or in this case converted from FCC?

[KirkNC]

9 hours ago, CruiserBruce said:

Am I missing something here, or does this have absolutely NOTHING to do with Mariner status?  Yes, a frustrating situation,  no doubt, and the cause is a combination of things. But, I see no connection with Mariner status.  Was someone waving it around?

I agree but do agree with the premise that HAL could’nt give a rats rear end if upper tier Mariners were to leave.  Look no further then club orange.

Edited November 18, 2021 by KirkNC

[Florida_gal_50]

14 hours ago, Heartgrove said:

I had problems before a cruise with a Viking Ocean cruise this past July and could not get anywhere with the Main Office.  We were close to canceling - except there isn't a refund, only FCC. I would still be stuck with their ineptness on a future cruise.

 

One day I went to their Facebook page where everyone was glowing about how great Viking is. Then I dropped the bomb about what was going on with our cruise. That same day I had a phone call from a VO representative to discuss the problem! Evidently they monitor FB and he was able to find my contact information in their database. It appears they really do not enjoy being embarrassed on social media. The problem was eventually resolved.

 

It might be worth a try.

I use Facebook a lot for issues.  Hal doesn't seem to care if you post negativity on their page.  They just ignore you are maybe it's just me :).

[Sir PMP]

14 hours ago, syesmar said:

You bring up a good point. HAL’s Brand Ambassador, Seth Wayne, seems to interact very well with passengers on FB. I wonder if he might be able to help, too?

I don't think so, he's unimportant...