Hello? Is anybody there?

[*Miss G*]

I have now been on hold with Holland America for 4.5 hours.  Last night I was on hold for 20+ minutes before a pricing specialist picked up.  We got one sentence in, each, before the line went dead.  I called back and the office was closed.  The dropped call was either by mistake or convenience, but I will never know.  I left a message for a callback but haven’t received one thus far.  I have written to Guest Services pleading my case, as this is in addition to the lack of response prior.  At this point it has become a game.

 

Has anyone ever had someone pick up after being on hold this long?

[*Miss G*]

Aw, crumbs.  My husband just jumped into call-waiting and now the call with Holland America has dropped.  Shoot.  I thought they had actually picked up when I heard the beep!  😂

[SJSULIBRARIAN]

You must be a saint to stay on hold for 4.5 hours; I wouldn't wait that long for anyone. A half hour is my limit.

 

A couple of weeks ago I called to make add PPP and make final payment;  I was cut off twice after waiting for an agent about 20 minutes. I find the best time to call is at the moment they open which is 6AM Pacific time. (I think)

[*Miss G*]

5 minutes ago, SJSULIBRARIAN said:

You must be a saint to stay on hold for 4.5 hours; I wouldn't wait that long for anyone. A half hour is my limit.

 

A couple of weeks ago I called to make add PPP and make final payment;  I was cut off twice after waiting for an agent about 20 minutes. I find the best time to call is at the moment they open which is 6AM Pacific time. (I think)

 

Oh, thanks.  I thought they opened at 8am Pacific so that’s when I called, right on the dot.  Going to try again right before they close.  If they’re trying to chase away revenue, they’re doing a good job!  🙃

[sunviking90]

I called on Sept 2 about an erroneous minibar charge and was on hold over 2 hours. Finally got someone, was told minbar errors happen “all the time” and was promised the charges would be refunded. It’s now Sept 12th and no refund has yet appeared. I’m now on hold again, so far for 2 hours. I understand being short staffed, but maybe correct the issues at the root (count the minibar correctly, or eliminate all together) so I don’t have to call in the first place.

[sunviking90]

4 minutes ago, *Miss G* said:

 

Oh, thanks.  I thought they opened at 8am Pacific so that’s when I called, right on the dot.  Going to try again right before they close.  If they’re trying to chase away revenue, they’re doing a good job!  🙃

I called this morning at 8 pst and it said guest services hours were 10 am to 4. Thé short hours sort of give an indication of how much “service” they want to provide. 😏 

[*Miss G*]

5 minutes ago, sunviking90 said:

I called this morning at 8 pst and it said guest services hours were 10 am to 4. Thé short hours sort of give an indication of how much “service” they want to provide. 😏 

 

Thanks.  I called 800.355.3017.  Someone picked up not longer after and transferred me to someone else, who picked up about 15 minutes later and then transferred me to a pricing specialist.  From there I waited.  And waited.  And waited.  I’ll try again later.

[Sir PMP]

Yes, they are a little slow in responding:

[JesseLivermore]

22 minutes ago, sunviking90 said:

I called on Sept 2 about an erroneous minibar charge and was on hold over 2 hours. Finally got someone, was told minbar errors happen “all the time” and was promised the charges would be refunded. It’s now Sept 12th and no refund has yet appeared. I’m now on hold again, so far for 2 hours. I understand being short staffed, but maybe correct the issues at the root (count the minibar correctly, or eliminate all together) so I don’t have to call in the first place.

 

i took the advice here minibar "eliminated" 😉 . Other benefit was space to store choc. strawberries and birthday cake (thanks HAL!) 

[tupper10]

Elliot.org has the company email addresses.  I have used them sparingly but when I could not get a major issue resolved I heard back right away and got a call from corporate to address my concerns. I do not use it to make/change reservations etc that my travel agent does - and why I use one, so I don't have to wait on hold for ridiculous amounts of time.  I find customer service for almost all companies is a thing of the past.  

[SwimCarrie]

There is a chat option on the website. I got help right away. 

[Hlitner]

Reading this thread reinforces why we love our favorite cruise agency and agent.  Little or no hold time to reach the agency and when we have a question we can send an e-mail to our agent or just call the agencies customer service desk.  Sounds like dealing directly with HAL is something for masochists :).

 

Hank

[albingirl]

I find having a HAL PCC does the trick for me.  I don't have to sit on the phone with all those pesky holds.  

[sunviking90]

1 hour ago, albingirl said:

I find having a HAL PCC does the trick for me.  I don't have to sit on the phone with all those pesky holds.  

I actually called our PCC first, and she said she couldn’t do anything as my issue was not booking related. I finally got through after 4 hours on hold, and had to explain to the agent what a minibar was! Really mad right now as the entire phone call was an exercise in frustration. They finally said they will email the ship the verify the minibar error. What good is that, when the ship made the error in the first place and the sailing ended 2 weeks ago. I guess they don’t believe me and think I would spend 6 hours (2 phone calls) on hold for $35usd if it wasn’t owed to me? 

[tupper10]

Email the head people.  I would also let them know how dissatisfied you are with their service.  

[sunviking90]

11 minutes ago, tupper10 said:

Email the head people.  I would also let them know how dissatisfied you are with their service.  

I absolutely will. Thank you for the info on Elliot.org. Great resource!

[*Miss G*]

Success!!  And let’s just say it was worth the hours of frustration.

 

1 hour ago, Hlitner said:

Reading this thread reinforces why we love our favorite cruise agency and agent.  Little or no hold time to reach the agency and when we have a question we can send an e-mail to our agent or just call the agencies customer service desk.  Sounds like dealing directly with HAL is something for masochists :).

 

Hank

 

Aww, but if it weren’t for us masochists you wouldn’t be able to post about how blessed you are to be in the know while the rest of us poor beleaguered souls struggle through our bad fortune!  😭 

 

 

27 minutes ago, sunviking90 said:

I actually called our PCC first, and she said she couldn’t do anything as my issue was not booking related. I finally got through after 4 hours on hold, and had to explain to the agent what a minibar was! Really mad right now as the entire phone call was an exercise in frustration. They finally said they will email the ship the verify the minibar error. What good is that, when the ship made the error in the first place and the sailing ended 2 weeks ago. I guess they don’t believe me and think I would spend 6 hours (2 phone calls) on hold for $35usd if it wasn’t owed to me? 

 

Try:

Reservation_Accounting@hollandamerica.com

and/or

Onboardbilling@hollandamerica.com

 

Good luck!

[AV8rix]

2 hours ago, albingirl said:

I find having a HAL PCC does the trick for me.  I don't have to sit on the phone with all those pesky holds.  

Same here.  Mine (I've had the same one for 12 years) ALWAYS returns my calls ASAP -- ALWAYS the same day.

[canadarocks]

Wow @Miss G that sucks! One reason I swear by having a good TA..... and not a HAL one. And please know I'm not trying to make you feel like a masochist!! 😞

Glad it worked out for you. 

Edited September 13, 2022 by canadarocks

[*Miss G*]

23 minutes ago, AV8rix said:

Same here.  Mine (I've had the same one for 12 years) ALWAYS returns my calls ASAP -- ALWAYS the same day.

 

If we ever get the chance to meet up I’d love to chat!

 

@sunviking90, I forgot to give you the phone # for Reservations Accounting/Onboard Billing:  888-663-5384

[opa&oma]

This has been going on ever since the pandemic started. I thought customer service would eventually return, but it has not. After many hours of wasted time on the phone with my last cruise's problems, I swore never again HAL, but I'm thinking maybe it's the same problem with the other lines also.  Anyone know if this is the case? 

[Florida_gal_50]

I mentioned the long waits in a thread this weekend and got told by two people they never have to wait more than 5 minutes 🙄.  Clearly you need the number they are using. 

[Hlitner]

1 hour ago, *Miss G* said:

Success!!  And let’s just say it was worth the hours of frustration.

 

 

Aww, but if it weren’t for us masochists you wouldn’t be able to post about how blessed you are to be in the know while the rest of us poor beleaguered souls struggle through our bad fortune!  😭 

 

 

 

Try:

Reservation_Accounting@hollandamerica.com

and/or

Onboardbilling@hollandamerica.com

 

Good luck!

Awwww, I love CC posters who try to attack the poster rather than the message.  So the message is that folks are having a lot of problems getting through to HAL (and other cruise lines) on the phone because of staffing problems.  That is simply a fact and no reason to  lash out at other posters for simply posting the obvious.  The answer to the problem is that one can use travel/cruise agents/agencies that get paid to deal with the cruise lines.  

 

Do you have a better solution for those that complain about spending hours on hold with various cruise lines (including HAL?).

 

Hank

[sunviking90]

31 minutes ago, Florida_gal_50 said:

I mentioned the long waits in a thread this weekend and got told by two people they never have to wait more than 5 minutes 🙄.  Clearly you need the number they are using. 

It obviously depends on the department you’re calling. There are a number of options. I have a feeling I wouldn’t be in hold as long if I was booking a new cruise! For guest services, post cruise billing issues, I don’t think they care. I did call before our cruise about something when our PCC was away and I only waited about 15 minutes.

[sunviking90]

50 minutes ago, *Miss G* said:

 

If we ever get the chance to meet up I’d love to chat!

 

@sunviking90, I forgot to give you the phone # for Reservations Accounting/Onboard Billing:  888-663-5384

Thanks *Miss G*!