What Major Areas can HAL Improve On?

[Sea King]

If there was 1 specific area HAL could improve on, what would it be for you?

 

My vote wouldn't be aimed at on-board services. For the most part, once you cross the gangway, it's vacation time.

 

I would direct comments to Seattle.

 

Why can't reservations get it right the first time?

 

Why are pax routed on the least conveniently possible flights so that a flight from Point X to Point Y has to take 7 hours when there is a direct available that would take 3?

 

Money can't be or at least shouldn't be the problem. Charge more but get more.

 

Availability can't be the answer; the "buying power" of HAL (or its parent) must be huge.

 

Wonder what thought you have.

[LHC]

My vote for improvement would be the HAL website. Seems like it is difficult to navigate, very slow loading at times, and then crashes a lot while you are on-line.

LHC

I think the actually cruise, ships, staff are top rate.

[kryos]

Why are pax routed on the least conveniently possible flights so that a flight from Point X to Point Y has to take 7 hours when there is a direct available that would take 3?

 

Money can't be or at least shouldn't be the problem. Charge more but get more.

Yeah, you can charge more, but then you eliminate more and more potential passengers, because they then can't afford the cruise. They don't care about getting more. They care about getting a basically all-inclusive vacation for their families. If they don't get their hot hor 'dourves (sp?) in the lounges at night any longer, that's fine. If food quality drops a bit in the dining room, they don't even know the difference. If the price of a Coke sticker goes up, they just tell their kids to run up to the Lido for iced tea when they are thirsty. No problem. HAL's main area of concentration is going to have to be the onboard experience, since that is what will lure more cruisers. Offer as much as you can inclusive, offer other things as an extra cost option. If you offer a lot of things ... at what appear to be reasonable prices, families very well may find that they spent more for their cruise than they would have had the base price been higher, but all those other things were included. For example, your kids really want to play those video games that perhaps will be offered on the bigger ships ... virtual reality stuff and whatnot. Well, it may not seem such a big stretch for dad to buy them $25 worth of games on their game cards at the beginning of their cruise. Say three kids ... $75 bucks. No big deal. But dad doesn't realize what he is spending each day ... $25 here, $75 here, $10 there ... even more for a couple of nice shore excursions the kids want to do. At the end of the cruise, dad is in for a shock. Mom's been spending too. Now they've got an onboard bill of $2,000-$3,000 for the week. Added to the price of their cruise, they've just plopped down $5,000 for a week's vacation ... far more costly than most other types of vacations.

 

No, raising the base price and giving people more is not a good strategy when you are trying to grow your industry so that you can consistently fill the bigger ships you are building for your fleet. Keep the price as low as possible to get as many people as possible onboard, and then offer the basic ammenities ... but have lots of extra-cost options that will lure them into spending far more than just the base cost of their cruise.

 

As for the HAL Air program and its crappy routing, that's real simple. Just don't use HAL air and it's not a problem. You can get a much more convenient flight, at a much lower rate, by just going online and reserving your air on your own.

 

I see little problem with Seattle ... since most people don't deal with them direct. That's the travel agents' problem to deal with Seattle. I doubt your average cruise passenger even knows they exist, let alone their service is poor.

 

Blue skies ...

 

--rita

[Krazy Kruizers]

For starters -- all the cruise lines book the worst possible flights as they are cheaper.

[Krazy Kruizers]

Offer more 10 day cruises!!

Canada/New England -- have more longer cruises there as well (not just a couple) where you do spend an overnight in Quebec City.

[dakrewser]

Improve the wine lists, better educate the wine stewards...

[Spot]

I agree, more 10-14 night cruises.

[sail7seas]

Keep a ship in the Caribbean 12 months.

 

Offer more 12-14 day cruises to Caribbean.

 

More 7-14 day cruises from Boston.....to anywhere. I don't care where they go.

 

Improve the quality of merchandise offered for sale in the shops on board. Vary the stock. Bring back the watches (like Swatch type watches) that have the HAL Logo. I Have a white watch with Blue Mariner HAL logo on the face that I love but it doesn't work. I want a new one. :(

 

 

 

[Old As Dirt Mom]

No, raising the base price and giving people more is not a good strategy when you are trying to grow your industry so that you can consistently fill the bigger ships you are building for your fleet. Keep the price as low as possible to get as many people as possible onboard, and then offer the basic ammenities ... but have lots of extra-cost options that will lure them into spending far more than just the base cost of their cruise.

 

Blue skies ...

 

--rita

 

Rita:

 

I thought your entire synopsis was excellent, and the above paragraph encapsulates your post. I agree with your assessment of how cruise lines make money today. Makes sense to me.

 

I think HAL needs to better scrutinize the companies to whom they sub-contract shore excursions. Sometimes the reality of a shore excursion differs from the description in the HAL literature.

 

Minor example: One of the bear watch expeditions in Ketchikan, Alaska is described as being escorted by a naturalist. Well, the "naturalist" turned out to be a college student from Michigan who was in Alaska for the summer to make some money and see a bit of the "great land." He was a history major. Pleasant and helpful, but not an expert on bears or Alaskan flora/fauna. We enjoyed our bear watch excursion anyway.

 

I agree with Sail's observation regarding the HAL shops, but I would also add that the quality of some of the retail staff onboard could be improved. We encountered some slovenly attitudes, and one real kook, in the shops on Zaandam last month. However, we also had some exemplary service there as well.

 

Karin

[AAAAmerican]

Hire more Americans and have the Customer Services available 24/7 that way more bookings , better service and happier cruise guests..

Create a rewards system where Mariners shall benefit as well thusly bring more people and new Mariners into the client list happily wanting to book more cruises...:D

Refferal Refferal Refferals....

[Sea King]

Hire more Americans and have the Customer Services available 24/7 that way more bookings , better service and happier cruise guests..

 

 

why would anyone want to change the phenomenal service provided by the Indonesian and Phillipine crews that have come to be synonmous with HAL?

 

am I missing something here:confused:

 

can't agree more about offering more "varied cruises" and putting HAL back into the Carribean for the summer

[bepsf]

1) Improve the Website and keep it running!

If HAL needs someone who knows what they're doing, I have a couple friends who would love to work for them...

 

2) Take control of the onboard shops!

This is currently contracted out and most of the selection is crap.* We don't sail a premium line to shop for "Made in China" junk that we can buy in the ports.* Get some real merchandise that's worthy of being aboard HAL - Luxury Sells!* (Tumi, Elemis, Rosenthal, Frette, Droste, Stephen Card prints - See a connection here???)

 

3) Keep your Call Center Reps informed!

Nothing worse than calling a rep and knowing more about their business than they do.* They have computers in front of them:* There should be updates flashing on their screen when big stuff is happening, and Daily Updates that they have to read before they log-in to take the first call of the day.

 

4) Quit trying to be all things to all people!

CCL needs to understand that different market segments are attracted to their different brands for different reasons.* Follow a derivative of the old GM or current Toyota/Scion/Lexus strategy:* Bring 'em in with Carnival then grow with them & their Active Families on Princess, go Sporty and Italian on Costa, go Exploring in Elegance on HAL, & go for Glamour on Cunard.

 

I dont think any of these will cost much money, but will certainly serve to enhance their profits.

[michmike]

I'd settle for being able to get a drink within 5 minutes of the time I order it. Service in the lounges has been awful the last 2 trips.

 

1 waiter on duty in the explorer's lounge with the room full. Crazy.

[gizmo]

Ditto on everything bepsf listed. :)

 

I would add:

 

1. Don't discontinue the hord's. This was something that made Hal unique.

 

2. Stop screwing around with the dining. Go back to TRADITIONAL.

 

3. Change some itineraries in the Caribbean for the 10 day cruises.

 

4. Add a Happy Hour for those with late seating. :cool:

[kryos]

Offer more 12-14 day cruises to Caribbean.

Improve the quality of merchandise offered for sale in the shops on board. Vary the stock.

I agree 100%. While I understand, and maybe to some extent agree with HAL's decision not to sail the Caribbean during high hurricane season, I can't for the life of me understand why just about all of their Caribbean itineraries are the basic seven-day ones (even the Noordam coming in from New York is still a basic seven-day Caribbean cruise. The remainder of the days are transit to/from New York. Princess has some wonderful Caribbean itineraries that are 14-dayers, leaving from Florida and making about eight different port stops. I can't find anything similar on HAL ... making me almost decide that the next time I want to just take a Caribbean cruise, I'd be better off taking it on Princess.

 

As for the merchandise, I'm with you. I wish they would offer better quality options and more variety. Then those who want to spend the extra money for better quality can do so, and those who don't can stick with the lesser quality offerings. Something for everyone.

 

Quality HAL logo merchandise would be nice. I got a HAL windbreaker in January. The zipper broke the second time I wore it. Granted it was cheap (on clearance ... I think about $12 or so) ... but I would have expected it to last more than two wearings. :(

 

Blue skies ...

 

--rita

[happy cruzer]

Brian's post caught my concerns very well.

 

Number 4 is what I think encapsulates alot of our concerns. HAL needs to have an identity and market it. I thought they did that with Signature of Excellence and Tradition of Excellence programs. Matter of fact my experience was that when they started that program they were able to raise their rates a bit and keep them raised to about a year compared to RCI, NCL and Carnival. I would think that's what Carnival Corp would want. Carnival to be an entry point mass market line and HAL to be the "excellence line". It would mean that HALs ship would be built with that in mind and priced accordingly. Brian's point is well taken that if it marketed it that way, i.e using leveraging it will not cost much. Perhaps the price point for a 7 night cruise on HAL might only be $150 more than on Carnival. Many of will gladly pay a little more for the Tradition of Excellence experience if it is clearly marketed what you are getting for your money. Formal service, elegant surroundings with elegant music, Cullinary Art, Signature of Excellence staterooms, etc.

 

I do agree they have to compete on price and price alone but explain the value/price relationship and there are many savy consumers who will notice. If they get more, they will pay more. I thought that was happening in most of 2005 and early 2006? with the Signature of Excellence promotions.

[hammybee]

[quote name=bepsf

2) Take control of the onboard shops!

This is currently contracted out and most of the selection is crap.* We don't sail a premium line to shop for "Made in China" junk that we can buy in the ports.* Get some real merchandise that's worthy of being aboard HAL - Luxury Sells!* (Tumi' date=' Elemis, Rosenthal, Frette, Droste, Stephen Card prints - See a connection here???) [/size][/font]

 

We had dinner with one of the onboard shop managers who traveled throughout the year, ship to ship, overseeing it all. He was open to feedback about the stuff they carry on board and I made no bones about it, that I thought most of it was junk. To my surprise, he agreed and then informed us if it did not sell as well as it did, they would have other stuff in its place.

 

This was a Baltic cruise and once outside of St. Petersburg, they opened the onboard Russian Market. Most of what was offered was in the $10-20 range and people fought over the junk. There was a separate table with better mechandise, fine laquers and ceramics and it was, for the most part, ignored.

 

Observing this, I got it. They sell, what we buy. The merchandise is a reflection of passenger spending. Sad but true.

[Joetigger66]

I would really love to see HAL put a vista class on the Alaska North and Southbound route. They are so busy with the s-class I don't know why they wouldnt be able to fill it. Also send more ships into Hubbard instead of Glacier Bay.

 

 

 

I do think the Cruise lines are going to get out of the air business all together, and this is part of the reason for the schedules declining over the past few years.

[jimmy2x]

I agree 100%. While I understand, and maybe to some extent agree with HAL's decision not to sail the Caribbean during high hurricane season, I can't for the life of me understand why just about all of their Caribbean itineraries are the basic seven-day ones (even the Noordam coming in from New York is still a basic seven-day Caribbean cruise. The remainder of the days are transit to/from New York. Princess has some wonderful Caribbean itineraries that are 14-dayers, leaving from Florida and making about eight different port stops. I can't find anything similar on HAL ... making me almost decide that the next time I want to just take a Caribbean cruise, I'd be better off taking it on Princess.

 

 

Blue skies ...

 

--rita

 

Rita - we did the 14 day Southern out of Tampa last year on Ryndam and liked it well enough that we will repeat the same itineary this year on Veendam.

[kryos]

4) Quit trying to be all things to all people!

I honestly don't think HAL (as a whole) is trying to be all things to all people. I think it is only their Vista ships that are trying to capture the family market in order to keep them full and profitable.

 

HAL is one of the few lines in the Carnival family that does long, extended "voyages." That fact definitely distinguishes it from many other lines out there. I don't think Carnival does any exotic voyages at all. Oh, they have a couple of European itineraries that, if combined with others, can make for a long voyage, but no specifically long voyages on any of their ships.

 

HAL is one of the few lines in the Carnival family that does the exotic trips over extended periods of time, and that's why there are so many people loyal to HAL. And, they don't just offer one long voyage, as many other lines do ... but rather offer a World Cruise, plus several shorter cruises to interesting regions of the world. These people who take these cruises are definitely not the same ones who would be in the market for the seven-day Vista sailings, and that's why I don't think any part of the "new HAL" will rub off on them. HAL will keep everything on those longer voyages just the way it is today ... just the way the older, more traditional HAL cruiser likes it ... because those long voyages are money-makers too.

 

I prefer to think of the "new" HAL as actually two entirely separate cruise lines ... The Vista HAL and the Traditional HAL, and I'll stick with the Traditional one.

 

Blue skies ...

 

--rita

[Copper10-8]

1. Improve the web site (way too many problems still)

2. Change/rotate the onboard shows more regularly

3. Explore doing some Pacific coast itineraries interchanged with the Mexican ones. Consider such ports of call as Santa Barbara, San Luis Obispo/Pismo Beach/Morro Bay, Monterey etc.

 

4. Fully agree with improving the quality of the shop's inventory. It's drastically needed!

 

5. Figure out a way to be able to do the onboard survey at the end of the cruise on your cabin television set as some of the major hotel chains on land do.

 

6. Get more adventurous with the selection of the deck barbeques - more choices besides the always present chicken, ribs, baked beans, etc.

 

7. Consider adding ethnic food to the menus in the specialty restaurants and/or the leisure Lido dinner such as Indonesian, Italian, Greek, Chinese, .etc.

8. Enforce the 18 or over after midnight age limit in the night club! They do it on land! if you have such a rule, enforce it! If not, don't have the rule! The DJ making one anouncement at midnight with no follow up is useless!

 

9. Get rid of the booth seating in the Northern Lights on the Vista's. They have limired seating, fill up fast and leave standing room only for additional guests. Rip 'em out and add tables and chairs like the Crow's Nest

 

BTW, AAA plus another A; check the problems NCL America had by going to an "all American" crew for their Hawaiian operation - they're only now slowly reaching an acceptable level of service from what I'm told. Don't mess with the Indonesian and Filipino crews! They're great!

[kryos]

Rita - we did the 14 day Southern out of Tampa last year on Ryndam and liked it well enough that we will repeat the same itineary this year on Veendam.

I'll have to check that one out. I must have noticed it before, but maybe didn't care for the ports? I'll have to check again.

 

Blue skies ...

 

--rita

[AAAAmerican]

We had dinner with one of the onboard shop managers who traveled throughout the year, ship to ship, overseeing it all. He was open to feedback about the stuff they carry on board and I made no bones about it, that I thought most of it was junk. To my surprise, he agreed and then informed us if it did not sell as well as it did, they would have other stuff in its place.

 

This was a Baltic cruise and once outside of St. Petersburg, they opened the onboard Russian Market. Most of what was offered was in the $10-20 range and people fought over the junk. There was a separate table with better mechandise, fine laquers and ceramics and it was, for the most part, ignored.

 

Observing this, I got it. They sell, what we buy. The merchandise is a reflection of passenger spending. Sad but true.

 

Yes such a truism.

 

Marketing 101 in anything.. What the market will bear.

 

If nobody see what they want they do not buy it.. the price is too high no sales...

 

Most things under $5.00 sell POP..

 

You can show anything you want in stores..but if no sales take place of thos items it is like a fauder crop.. only taking up space..

 

Items that sell and with the most profit margins are kept at eye level and yes sale items you have to bend for...

 

 

On ships larger companies would pay a feee or co-op if they can get onboard.. but the marketing co has to approach them..

 

How else ?

[hammybee]

[quote name=Copper10-

BTW, AAA plus another A; check the problems NCL America had by going to an "all American" crew for their Hawaiian operation - they're only now slowly reaching an acceptable level of service from what I'm told. Don't mess with the Indonesian and Filipino crews! They're great!

 

This too was my first take and as I was responding to it, it dawned on me that AAA plus another A (like this) has always been highly complimentary of the on-board HAL staff. This got me to thinking that he probably meant hiring more people in the Seattle home office, as opposed to outsourcing the Customer Service function to some distant land, as big business is prone to do.

 

( In my previous life, I had the good fortune to work with many highly skilled technology- business-management people, on Wall Street. Gleaming the intent behind their written words, often required some decoding:))

[crystal808]

This too was my first take and as I was responding to it, it dawned on me that AAA plus another A (like this) has always been highly complimentary of the on-board HAL staff. This got me to thinking that he probably meant hiring more people in the Seattle home office, as opposed to outsourcing the Customer Service function to some distant land, as big business is prone to do.

 

As "challenging" as it sometimes is to get "AAA plus another A's" ideas straight(!), I immediately read it as a suggestion of improving HAL's office/tech/phone staff (with Americans...) and suggesting they have phone availability 24/7....

 

(One of the few I've gotten "right"! :D )

 

Paul ;)