Thumbs Down on HAL Customer Service

[Real NHDOC]

Remember that anytime you are charged any amount other than what you have authorized you have the right to dispute the overcharge with your credit card and let them and the vendor figure it out. They will likely refund a small amount without any further need for documentation or forms filled out and most cards have online dispute initiation processes that take only a few seconds to complete. Don’t even bother asking anyone at HAL to respond, just file a dispute and assuming it was truly an overcharge you’re going to receive an interim credit immediately which will become final once the credit card company completes the process. 

[Bill B]

1 hour ago, Real NHDOC said:

Don’t even bother asking anyone at HAL to respond, just file a dispute and assuming it was truly an overcharge you’re going to receive an interim credit immediately which will become final once the credit card company completes the process. 

 

In my experience(s) of filing a CC dispute, the bank wants to know if I tried to work it out with the vendor, who said what and when. Document everything.

[Gail & Marty sailing away]

19 hours ago, CruiserBruce said:

I agree with the thoughts about $11 being pretty minor. But was this not on your final bill that you could see on the app, or on the TV before you disembarked?

That's the reason you should check your bill BEFORE you get off.

[pmjnh]

8 hours ago, Mary229 said:

The question not answered is when was the charge?  Was it added after you walked off of the ship?  Was it added the very last day or was it on your bill and overlooked until you were home?  Whether it is $11 or $1100 it is his not HAL’s and he is right to bring up this matter.  

I agree. The time and exact nature of the charge might be of relevance here.

[Toofarfromthesea]

7 hours ago, cruisemom42 said:

The amount may be small but companies need to be held to account. HAL seems to have a recurring issue with “overcharges” which sometimes leads me to wonder if it is a sort of unofficial policy. After all, if every passenger onboard gets an average $11 overcharge….

 

Most charges are viewable before disembarking but some seem to show up later. I’ve been charged for minibar items after checkout — which, incidentally, were not accurate. 

 

I can just see the guy in the green eyeshade in the back office of HAL rubbing his hands together gleefully and cackling, "I got $11 out of yet another one."

[lv9777]

I had several small charges that were inconsistent with what I spent, but after an hour in line at guest relations, they simply said "well it is what we have documented".  I gave up as it was minor but I did think it was poor customer service. I understand the concept of principle!

It would also be helpful to know that if you forget to get your charges before you leave the ship that it is next to impossible to get them later at least in a timely manner.  Our cruise was a disaster for everyone, so handling things with guest services was a several hour experience.  I completely own that I did not get a print out before I left, but I didn't know how hard it would be. My mother was injured and I needed to send information to HAL's insurance within 7 days. I have sent emails, called, and tried on line. I have long since missed the window.  

SO be sure to get your statement before you get off the ship!!

[TRLD]

3 hours ago, Bill B said:

 

In my experience(s) of filing a CC dispute, the bank wants to know if I tried to work it out with the vendor, who said what and when. Document everything.

Also sometimes if a passenger files a dispute that the cruise line considers unreasonable, it could end up in a ban.  Happened to the son of a friend of mine on Princess.  Princess will no longer allow him to book.

 

Very good idea to make sure that you have exhausted all other options before filing a dispute.  

[TRLD]

43 minutes ago, lv9777 said:

I had several small charges that were inconsistent with what I spent, but after an hour in line at guest relations, they simply said "well it is what we have documented".  I gave up as it was minor but I did think it was poor customer service. I understand the concept of principle!

It would also be helpful to know that if you forget to get your charges before you leave the ship that it is next to impossible to get them later at least in a timely manner.  Our cruise was a disaster for everyone, so handling things with guest services was a several hour experience.  I completely own that I did not get a print out before I left, but I didn't know how hard it would be. My mother was injured and I needed to send information to HAL's insurance within 7 days. I have sent emails, called, and tried on line. I have long since missed the window.  

SO be sure to get your statement before you get off the ship!!

Did it show items that you did not purchase? Or were they amounts for charges you made that differed from what you paid? 

[lv9777]

They were drinks I did not purchase. 

[Blackduck59]

How much is my time worth? Hmm let me think, whether working or retired my time has been worth more than $11.00 per hour for many years. Don't give me "the principle" thing. If it was that important you probably should check your account, daily or twice a day even. Like others have said, pick your battles and use some finesse. If you really have a need to pursue your $11.00 and your next cruise seems the place to do it, then customer service on the ship is the place to try. Feel free to stand in line for the next available agent and ask them nicely to help you with your issue (demanding a bottle of wine to compensate your for your "trouble" probably won't get you far). Remember to bring your cruise statement with you so you have the error documented and see if they will give you a credit. Keep in mind you have paid how much per hour to be on that ship, enjoying your vacation.

[pmjnh]

11 hours ago, lv9777 said:

I had several small charges that were inconsistent with what I spent, but after an hour in line at guest relations, they simply said "well it is what we have documented".  I gave up as it was minor but I did think it was poor customer service. I understand the concept of principle!

It would also be helpful to know that if you forget to get your charges before you leave the ship that it is next to impossible to get them later at least in a timely manner.  Our cruise was a disaster for everyone, so handling things with guest services was a several hour experience.  I completely own that I did not get a print out before I left, but I didn't know how hard it would be. My mother was injured and I needed to send information to HAL's insurance within 7 days. I have sent emails, called, and tried on line. I have long since missed the window.  

SO be sure to get your statement before you get off the ship!!

 

Are you aware that your statement for every cruise you have taken, including most recent is available on the HAL website and the navigator app? Mine currently go all the way back to 2015.

 

For what its worth, always best to "make a purchase, check your statement -repeat "  . We were once charged twice for laundry...extra charge was immediate on the statement. Go to guest services asap and they removed it. Timing is everything.

Edited January 6 by pmjnh

[VMax1700]

We constantly check the onboard account and use the Navigator App to 'Let them know' any incorrect postings.  

[HamOp]

So on your next cruise you could:

1. Steal a towel

2.  Knock off $11 from daily service charge

3.  Order an extra dinner (and don't eat it)

4.  Flush a bunch of paper towels down the toilet 

5.  Run your hot water for 4 hours.

(Note:  All of the above are presented "tongue in cheek")

 

 

 

[WVU_Neal]

20 minutes ago, HamOp said:

So on your next cruise you could:

1. Steal a towel

2.  Knock off $11 from daily service charge

3.  Order an extra dinner (and don't eat it)

4.  Flush a bunch of paper towels down the toilet 

5.  Run your hot water for 4 hours.

(Note:  All of the above are presented "tongue in cheek")

 

 

 

I could do any or all of those things…😎

or…(as I used to tell my kids when they had great ideas like these)…

I could stick toothpicks in my eyes. 😎🥸😀

 

Just having fun. 

Edited January 6 by WVU_Neal

[FlaMariner]

On 1/4/2024 at 6:13 PM, WVU_Neal said:

After returning from an October cruise, I noticed an overcharge on my statement of $11.

 

Anytime I have a credit card charge that is incorrect and after I've attempted to contact the merchant with no success (or a ridiculous turn around time as you have experienced), I simply call my credit card company and file a dispute and let them handle it.....That's one of the reasons we use a credit card to pay for stuff.

 

I would not waste further time/energy on it and let the pros handle it.

 

Good luck......(and I have not read the entire post so forgive me if all this has been discussed)

 

Enjoy the journey........not the hassles. 

 

 

[Frustratedfirsttimer]

We disembarked on 12-27-2023 from our first cruise.  It is still not showing up in my past cruises, nor are any Mariner credits.  I also had funds from the casino that have not been refunded to me, nor do I have a copy of the final statement of charges, even though HAL has charged my credit card.  I tried the chat feature on the website.  The chat agent said I had to call.  I called, and after 11 minutes, the agent told me I had to send an email.  I sent the email days ago and have not received any acknowledgment.  While we enjoyed the service while onboard, post-cruise customer service has been disappointing and frustrating.

[Real NHDOC]

16 minutes ago, FlaMariner said:

 

Anytime I have a credit card charge that is incorrect and after I've attempted to contact the merchant with no success (or a ridiculous turn around time as you have experienced), I simply call my credit card company and file a dispute and let them handle it.....That's one of the reasons we use a credit card to pay for stuff.

 

I would not waste further time/energy on it and let the pros handle it.

 

Good luck......(and I have not read the entire post so forgive me if all this has been discussed)

 

Enjoy the journey........not the hassles. 

 

 

Yep. As I mentioned before the dispute process works great. Sure, make a call but if you can’t get it resolved in a couple of minutes on the phone just let the credit card company handle it. They collect lots of money so I never feel bad about having them work for it.
 

One time I was leaving a parking garage where the rates that were displayed were much lower than what I was charged so I took a photo of the sign and filed a dispute for the difference. It was one of those garages where nobody works and you have to pay by credit card to get out. It was settled in one day. They didn’t ask if I had tried to contact anyone.

 

No reason to pay anything you didn’t agree to, ever. And, if you’re filing a legitimate dispute and you are not trying to scam them they won’t “ban you from cruising”. 

[pmjnh]

12 minutes ago, Frustratedfirsttimer said:

We disembarked on 12-27-2023 from our first cruise.  It is still not showing up in my past cruises, nor are any Mariner credits.  I also had funds from the casino that have not been refunded to me, nor do I have a copy of the final statement of charges, even though HAL has charged my credit card.  I tried the chat feature on the website.  The chat agent said I had to call.  I called, and after 11 minutes, the agent told me I had to send an email.  I sent the email days ago and have not received any acknowledgment.  While we enjoyed the service while onboard, post-cruise customer service has been disappointing and frustrating.

In my experience is can take up to 2 weeks for a very recent cruise to show up in your account.

[cbr663]

On 1/4/2024 at 9:03 PM, Toofarfromthesea said:

My personal policy is not to sweat things like this if the amount is pretty insignificant.  I would never sit on hold for 55 minutes over an $11 refund.  I'd take the loss and move on.  Frankly, I don't think I'd have even bothered to send the initial email, let alone post about it. I'd worry that posting about it would reflect worse on me than on HAL Customer Service.

 

It's not a zero mistake world, and if missing out on an $11 refund is the worse thing that happens to me in 2024 it will be a pretty good year.

 

But that's just me.

 

That you will willingly condone poor service is, as you state, your choice.  Surely you understand though that not everyone will condone such poor service.  I have wondered over the years why is it that HAL simply won't fix this accounting problem, as it has been a long time problem with HAL.  Perhaps it's because there are more people who do nothing about it and accept poor service than people like the OP who stand up and say that I won't accept poor service.

 

[horseymike]

I try one time to resolve an issue with the vendor. After that , I let the credit card company handle it. It’s easier to step on an ant than an elephant. Let’s be honest, as individuals we are the ants.

[VMax1700]

23 minutes ago, Frustratedfirsttimer said:

 I also had funds from the casino that have not been refunded to me, nor do I have a copy of the final statement of charges, even though HAL has charged my credit card.

I don't use the casino, but do remember seeing and hearing numerous reminders to 'cash out' of the casino before the end of cruise.

HAL has not delivered final statements for several years now.  They are available to download from the Navigator App or you could have called to guest services and asked for a printed copy.

 

[Real NHDOC]

I always take a picture of the final balance from the navigator app at the end of the cruise so I can make sure it matches any credit card charge. 

[Frustratedfirsttimer]

6 minutes ago, VMax1700 said:

I don't use the casino, but do remember seeing and hearing numerous reminders to 'cash out' of the casino before the end of cruise.

HAL has not delivered final statements for several years now.  They are available to download from the Navigator App or you could have called to guest services and asked for a printed copy.

 

There were no reminders to "cash out" of your casino account prior to disembarking.  Everything is tied to the stateroom key card so you would think that it would just be credited as part of the final statement.  Once we disembarked, the statement in the navigator app disappeared.  

[Frustratedfirsttimer]

1 minute ago, Real NHDOC said:

I always take a picture of the final balance from the navigator app at the end of the cruise so I can make sure it matches any credit card charge. 

Great idea.  I will do that on our next cruise (which is on Princess).

 

[VMax1700]

19 minutes ago, Frustratedfirsttimer said:

There were no reminders to "cash out" of your casino account prior to disembarking.  Everything is tied to the stateroom key card so you would think that it would just be credited as part of the final statement.  Once we disembarked, the statement in the navigator app disappeared.  

Do you still have the App on your phone?  Then go to "Account" > "Statement" and you should find your recent statement.  It becomes available a few days after disembarking.