Rambozo68 Posted September 12 Author #26 Share Posted September 12 20 minutes ago, Mary229 said: Why haven’t you checked your bank account? That would be my first go to. Usually the bank notes the credit within 7 days after they actually receive it then post it to your account soon thereafter. If you are awaiting a paper bill that could be 60 days 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! 1 Link to comment Share on other sites More sharing options...
Laminator Posted September 12 #27 Share Posted September 12 Why aggravate yourself. Call your CC company and explain the issue to them. Give them the fluff about how you are concerned there may be some sort of fraudulent activity is involved because HAL is a very reputable company and you have not received your refund. Let them do the work for you. 7 2 Link to comment Share on other sites More sharing options...
Rambozo68 Posted September 12 Author #28 Share Posted September 12 40 minutes ago, Laminator said: Why aggravate yourself. Call your CC company and explain the issue to them. Give them the fluff about how you are concerned there may be some sort of fraudulent activity is involved because HAL is a very reputable company and you have not received your refund. Let them do the work for you. A nice calming response indeed. A route to explore. Cheers Laminator! 2 Link to comment Share on other sites More sharing options...
Lido deck main Posted September 12 #29 Share Posted September 12 1 minute ago, Rambozo68 said: A nice calming response indeed. A route to explore. Cheers Laminator! Hi @Rambozo68 I had booked an end of cruise transfer to the airport for a cruise in June 2025, I changed my mind and decided to do an excursion which included the transfer. So I cancelled the transfer and did not receive my refund, I waited a week then called the HAL accounting department at 1-888-663-5384. They were able to initiate the refund, (it wasn’t in the works until I called), so maybe call them, they work Monday to Friday just until 5:00pm. 1 Link to comment Share on other sites More sharing options...
Rare Mary229 Posted September 12 #30 Share Posted September 12 4 hours ago, Rambozo68 said: I haven't checked with bank yet, This is where I got the notion. 1 Link to comment Share on other sites More sharing options...
Rambozo68 Posted September 12 Author #31 Share Posted September 12 17 minutes ago, Lido deck main said: Hi @Rambozo68 I had booked an end of cruise transfer to the airport for a cruise in June 2025, I changed my mind and decided to do an excursion which included the transfer. So I cancelled the transfer and did not receive my refund, I waited a week then called the HAL accounting department at 1-888-663-5384. They were able to initiate the refund, (it wasn’t in the works until I called), so maybe call them, they work Monday to Friday just until 5:00pm. Thanks Lido, I'll give them a call. Link to comment Share on other sites More sharing options...
Alberta Quilter Posted September 12 #32 Share Posted September 12 Some of us, from the Volendam Jul 27 - Aug 20/24 cruise are also waiting for credits to be credited to our credit card.. not waiting as long as the OP, though. Two people from the roll call called in to HAL and were told that after a system upgrade, the credits bounced back. They were going to try again but, if it didn’t work, a cheque would be sent at the end of September. Perhaps, it’s a similar situation for the OP. 2 Link to comment Share on other sites More sharing options...
Rambozo68 Posted September 12 Author #33 Share Posted September 12 8 minutes ago, Alberta Quilter said: Some of us, from the Volendam Jul 27 - Aug 20/24 cruise are also waiting for credits to be credited to our credit card.. not waiting as long as the OP, though. Two people from the roll call called in to HAL and were told that after a system upgrade, the credits bounced back. They were going to try again but, if it didn’t work, a cheque would be sent at the end of September. Perhaps, it’s a similar situation for the OP. Hi Alberta, good to know and timing is very similar. Thanks. I'll follow this up. Link to comment Share on other sites More sharing options...
Laminator Posted September 12 #34 Share Posted September 12 I will never understand HAL. Their IT team is awful. I have a test website where any software update or upgrade is launched and tested to make sure it works properly before it is moved to my live site. What they do makes no sense to me. 1 Link to comment Share on other sites More sharing options...
dfish Posted September 12 #35 Share Posted September 12 41 minutes ago, Alberta Quilter said: Some of us, from the Volendam Jul 27 - Aug 20/24 cruise are also waiting for credits to be credited to our credit card.. not waiting as long as the OP, though. Two people from the roll call called in to HAL and were told that after a system upgrade, the credits bounced back. They were going to try again but, if it didn’t work, a cheque would be sent at the end of September. Perhaps, it’s a similar situation for the OP. Thank you for this information. I am also waiting for a refund. My final statement says it was applied to my credit card, but there is no evidence of that. Usually if things aren't posted yet the CC company will list it as pending, but there is nothing there. The final statement says that if the amount to be refunded is over $10.00 a check will be issued. So, I don't know what to think since it also says it was applied to my Visa card. 1 hour ago, Lido deck main said: Hi @Rambozo68 I had booked an end of cruise transfer to the airport for a cruise in June 2025, I changed my mind and decided to do an excursion which included the transfer. So I cancelled the transfer and did not receive my refund, I waited a week then called the HAL accounting department at 1-888-663-5384. They were able to initiate the refund, (it wasn’t in the works until I called), so maybe call them, they work Monday to Friday just until 5:00pm. Thank you for this information. I will give it a little more time and then call them. 20 minutes ago, Laminator said: I will never understand HAL. Their IT team is awful. I have a test website where any software update or upgrade is launched and tested to make sure it works properly before it is moved to my live site. What they do makes no sense to me. They are more than awful. 2 Link to comment Share on other sites More sharing options...
AV8rix Posted September 12 #36 Share Posted September 12 1 hour ago, Laminator said: I will never understand HAL. Their IT team is awful. I have a test website where any software update or upgrade is launched and tested to make sure it works properly before it is moved to my live site. What they do makes no sense to me. Well, it's me again. On with the same information every time there's a reference to HALs "IT team". Bottom line is that there is no HAL IT team. CCL outsourced IT to Capgemini way back in December 2016 and it has been a disaster ever since then. Capgemini is nominally a French firm but they in turn outsource the actual coding/maintenance to India. 3 1 Link to comment Share on other sites More sharing options...
Laminator Posted September 13 #37 Share Posted September 13 11 hours ago, AV8rix said: Well, it's me again. On with the same information every time there's a reference to HALs "IT team". Bottom line is that there is no HAL IT team. CCL outsourced IT to Capgemini way back in December 2016 and it has been a disaster ever since then. Capgemini is nominally a French firm but they in turn outsource the actual coding/maintenance to India. I outsource my IT to India. Doesn't matter how you want to slice it but the buck stops with me. It is my business and therefore my responsibility. That is the same with HAL. 4 2 Link to comment Share on other sites More sharing options...
ellieanne Posted September 13 #38 Share Posted September 13 Depending on your bank and how they process transactions, it can take over a month to get refunds credited back to your account. My cruise last year ended with a refund and it took fully 5 weeks to process the refund and over 4 weeks to clear the hold on the credit card. The process may be out of both your bank and Holland America's hands. While the delays are frustrating, I would absolutely wait 6 weeks for refunds if you are dealing with international banks and/or credit cards. 4 Link to comment Share on other sites More sharing options...
Wehwalt Posted September 13 #39 Share Posted September 13 Whenever possible, we take any credits out in cash and leave a slight amount we owe HAL. While some countries chance their currencies on a regular basis, dollars don't go out of fashion. I'd rather have the money with us than rely on HAL. 3 Link to comment Share on other sites More sharing options...
Rare VMax1700 Posted September 13 #40 Share Posted September 13 38 minutes ago, Wehwalt said: Whenever possible, we take any credits out in cash and leave a slight amount we owe HAL. While some countries chance their currencies on a regular basis, dollars don't go out of fashion. I'd rather have the money with us than rely on HAL. This is what we do too! Check the app or stateroom TV and see the amount of Refundable OBC and ask for a cash refund. Always handy to have dollars! Any non refundable is donated to the crew fund. 2 Link to comment Share on other sites More sharing options...
Rambozo68 Posted September 13 Author #41 Share Posted September 13 4 hours ago, ellieanne said: Depending on your bank and how they process transactions, it can take over a month to get refunds credited back to your account. My cruise last year ended with a refund and it took fully 5 weeks to process the refund and over 4 weeks to clear the hold on the credit card. The process may be out of both your bank and Holland America's hands. While the delays are frustrating, I would absolutely wait 6 weeks for refunds if you are dealing with international banks and/or credit cards. 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! 😊 1 Link to comment Share on other sites More sharing options...
OMYx3 Posted Saturday at 08:18 PM #42 Share Posted Saturday at 08:18 PM (edited) We have had the exact same experience. Returned on 8/24 and have a close to $1,000 refundable credit for excursion cancelled due to weather. Multiple emails to guest relations with ZERO response. Called guest relations and they couldn’t give me any timing and said, “you just need to be patient.” When I asked to speak to a supervisor, she said escalation wasn’t available. So frustrating. Edited Saturday at 08:19 PM by OMYx3 Typo on date 1 Link to comment Share on other sites More sharing options...
Rare ontheweb Posted Saturday at 09:38 PM #43 Share Posted Saturday at 09:38 PM 1 hour ago, OMYx3 said: We have had the exact same experience. Returned on 8/24 and have a close to $1,000 refundable credit for excursion cancelled due to weather. Multiple emails to guest relations with ZERO response. Called guest relations and they couldn’t give me any timing and said, “you just need to be patient.” When I asked to speak to a supervisor, she said escalation wasn’t available. So frustrating. If all else fails, escalate to your credit card provider. 3 Link to comment Share on other sites More sharing options...
Rare 3rdGenCunarder Posted Saturday at 11:55 PM #44 Share Posted Saturday at 11:55 PM 3 hours ago, OMYx3 said: We have had the exact same experience. Returned on 8/24 and have a close to $1,000 refundable credit for excursion cancelled due to weather. Multiple emails to guest relations with ZERO response. Called guest relations and they couldn’t give me any timing and said, “you just need to be patient.” When I asked to speak to a supervisor, she said escalation wasn’t available. So frustrating. Was this an excursion from the actual cruise or a pre/post land tour? For some reason, the pre/post credits take a long time. Any time I've had an excursion from the ship cancelled, the credit went back to my card right away. I don't see a good reason for the difference, since it's all booked through HAL, but it's what people are reporting. Link to comment Share on other sites More sharing options...
OMYx3 Posted Sunday at 02:03 AM #45 Share Posted Sunday at 02:03 AM Yes, ours was for a glacier helicopter trek arranged through and paid to HAL. It was cancelled in Juneau the day of the excursion due to weather. On the ship, they said it would be refunded to our credit card within a few days. We are now at 3 weeks. 1 Link to comment Share on other sites More sharing options...
Rare richwmn Posted Sunday at 03:51 AM #46 Share Posted Sunday at 03:51 AM 1 hour ago, OMYx3 said: Yes, ours was for a glacier helicopter trek arranged through and paid to HAL. It was cancelled in Juneau the day of the excursion due to weather. On the ship, they said it would be refunded to our credit card within a few days. We are now at 3 weeks. I'm actually surprised that they told you the money would be refunded to your credit card. Usually the cost of the canceled excursion is placed in your onboard account so you can spend it elsewhere. It is then refunded at the end of the cruise if anything is left over. 3 Link to comment Share on other sites More sharing options...
Rare POA1 Posted Sunday at 03:08 PM #47 Share Posted Sunday at 03:08 PM On 9/12/2024 at 3:49 PM, AV8rix said: Capgemini is nominally a French firm but they in turn outsource the actual coding/maintenance to India. Not just India, but also Ireland, Egypt, Pakistan and other countries. Your point about outsourced IT is correct though. 1 Link to comment Share on other sites More sharing options...
Rambozo68 Posted Sunday at 03:10 PM Author #48 Share Posted Sunday at 03:10 PM 11 hours ago, richwmn said: I'm actually surprised that they told you the money would be refunded to your credit card. Usually the cost of the canceled excursion is placed in your onboard account so you can spend it elsewhere. It is then refunded at the end of the cruise if anything is left over. 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! 2 Link to comment Share on other sites More sharing options...
Rare 3rdGenCunarder Posted Sunday at 03:12 PM #49 Share Posted Sunday at 03:12 PM I thought if you pre-booked it on a credit card, it went right back to the card, but if you booked it on board, then it went into the OBC account. 1 Link to comment Share on other sites More sharing options...
OMYx3 Posted Sunday at 03:21 PM #50 Share Posted Sunday at 03:21 PM We pre-booked through HAL using our credit card. Like Rambozo68, they refunded it to our onboard account and said it was a refundable credit that would be refunded to our credit card within a few days after the end of the cruise (which was Aug 24). The experience Rambozo68 talks about is exactly our experience. After waiting on hold and actually talking to someone, all they can say is "you need to be patient." And at least 4 e-mails to guest relations with ZERO response. The cruise was great up until this point. If they would respond and simply explain why there is a delay in refunding the money and when we can expect to receive it, we would be fine with that. But to not respond at all isn't a good way to treat your customers. 2 Link to comment Share on other sites More sharing options...
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