Good and Prompt HAL Customer Service

[obriendan]

With the recent negativity concerning HAL’s response to various problems, I think it is worthwhile to relate the following.

 

We recently booked the ms Oosterdam 37 day cruise from Auckland to Vancouver for March 30, 2013. Since there is a 36 day upper limit to using a Future Cruise Credit (FCC) for the deposit, we deposited $3500.

 

However, I requested that the TA add our $200 FCC to our $3500 deposit so we could obtain the OBC for it. I presume this 36 day limit is to prevent guests from using this small, $200 deposit for very long cruises such as World Cruises. These longer cruises generally require a larger deposit.

 

This morning my TA reported that she had tried several times to apply this FCC but HAL, even at the supervisor level, would not allow it. She suggested that I contact HAL through Ombudsman@HollandAmerica.com.

 

I promptly sent an email stating that I thought their ruling was unreasonable since I had deposited $3500. This afternoon, only a few hours after I had contacted HAL, I got a phone call. They agreed with my argument and will apply the FCC and the OBC to my booking!:D

 

Hooray for HAL!

 

Dan

[aliaschief]

In this negative society it is always nice to hear something positive.

[Krazy Kruizers]

That is great!!

[cmdchiefthom]

I've had total satisfaction with HAL communications on those kinds of issues.;) Glad you got them to see things your way.:)

[kazu]

Nice to see you on the boards Dan - very happy for you:) Hal's communications sent the normal way take a bit of time. I've never had a complaint myself:D

[Typhoon1]

Anytime I have sent a complaint or compliment to HAL, it has always been resolved to my satisfaction in a timely manner.

[sail7seas]

Thanks for sharing this with us, Dan.

Good to hear they responded promptly and in such a positive way.

 

What a great cruise to look forward to.

 

 

 

[woody73]

Dan: Glad it worked out for you.

 

Woody

[RuthC]

Smart of you to persue this, Dan, and such a good outcome for you and Barbara. Great! :D

And how nice of you to come here to report it. Thanks for being so thoughtful. Now, enjoy that OBC to the max.

[woody73]

 

. . . We recently booked the ms Oosterdam 37 day cruise from Auckland to Vancouver for March 30, 2013.

Dan, I should have mentioned that you're going to LOVE this itinerary.

 

We did a similar one on the Volendam from Sydney to Vancouver, and it remains one of our favorite and most memorable cruises.

 

Woody

[Himself]

With the recent negativity concerning HAL’s response to various problems, I think it is worthwhile to relate the following.

 

We recently booked the ms Oosterdam 37 day cruise from Auckland to Vancouver for March 30, 2013. Since there is a 36 day upper limit to using a Future Cruise Credit (FCC) for the deposit, we deposited $3500.

 

However, I requested that the TA add our $200 FCC to our $3500 deposit so we could obtain the OBC for it. I presume this 36 day limit is to prevent guests from using this small, $200 deposit for very long cruises such as World Cruises. These longer cruises generally require a larger deposit.

 

This morning my TA reported that she had tried several times to apply this FCC but HAL, even at the supervisor level, would not allow it. She suggested that I contact HAL through Ombudsman@HollandAmerica.com.

 

I promptly sent an email stating that I thought their ruling was unreasonable since I had deposited $3500. This afternoon, only a few hours after I had contacted HAL, I got a phone call. They agreed with my argument and will apply the FCC and the OBC to my booking!:D

 

Hooray for HAL!

 

Dan

 

I am glad you won that. Hurray for HAL and for yourself. HAL is a very resonable Company.

[Rinderoo]

So nice when common sense is used by corporations. Thank you for sharing this.

[KirkNC]

Glad to hear it. We tend to focus on problems so it is nice to hear about a manic moment.