Benefit of using a PCC vs a TA

[cruz chic]

So a person calling for the first time would definitely NOT get a PCC because they have not proven to be their best customer yet? Well I guess I'm very special to have three of my own after my first call and having already transferred it. And that blows the theory that first timers get all the goodies because HAL is trying to attract new customers.

 

Why is getting a PCC considered a goody? I would value special pricing from hal and free upgrades more of a goody. Before I got the PCC I have now I had a real jerk of a PCC. I feel sorry for anyone that had to deal with him. I fail to see how first timers are excluded from having a PCC when clearly they can. Why would you think that you have to prove yourself worthy:confused:?

[Danni3ll3]

I am now thoroughly confused. When I booked online on HAL's site, I was automatically assigned a PPC. I was notified of this via email. When I saw the price drop, I initially emailed my PPC, however, I believe she was off during the weekend. So fearing that the price drop would disappear in a day or two, I called the general HAL number and the person answering the phone had my booking up on his screen in a flash. No idea how the heck he had it up that quickly unless they have call display and he brought my file up before answering the phone. Anyhow, back to my booking. I told him about the price drop, he looked it up and gave it to me. So who was this guy? A PPC or a HAL service rep as I suspect? It really didn't appear that he had any trouble accessing my booking so I am not understanding this idea that the PPCs and the HAL service reps are in silos so to speak.

[IRL_Joanie]

Why is getting a PCC considered a goody? I would value special pricing from hal and free upgrades more of a goody. Before I got the PCC I have now I had a real jerk of a PCC. I feel sorry for anyone that had to deal with him. I fail to see how first timers are excluded from having a PCC when clearly they can. Why would you think that you have to prove yourself worthy:confused:?

 

Exactly as you stated:)

 

Our first cruise with HAL we booked via calling and got a HAL Rep who did the booking, nothing else. About a week letter we received a phone call asking us if we wished to have a PCC, it would be the next one available, and what the benefits could be. We replied with a yes and have been happy with her since.

 

It seems that many are unaware of what is available and that they think you either have to be a loyal customer or whatever in order to get one.

 

I have read here on CC that those looking for discounts, NOTHING wrong with that, will contact their TA's or PCC's and ask for a matching price reduction. This is good for the customer, but the TA in order to match the lower price gives up a portion of their commission in doing so, whereas a HAL PCC does not.

 

Joanie

[qsuzi]

Joanie, can HAL PCC's give "group" rates?

Edited January 3, 2015 by qsuzi

[richwmn]

I am now thoroughly confused. When I booked online on HAL's site, I was automatically assigned a PPC. I was notified of this via email. When I saw the price drop, I initially emailed my PPC, however, I believe she was off during the weekend. So fearing that the price drop would disappear in a day or two, I called the general HAL number and the person answering the phone had my booking up on his screen in a flash. No idea how the heck he had it up that quickly unless they have call display and he brought my file up before answering the phone. Anyhow, back to my booking. I told him about the price drop, he looked it up and gave it to me. So who was this guy? A PPC or a HAL service rep as I suspect? It really didn't appear that he had any trouble accessing my booking so I am not understanding this idea that the PPCs and the HAL service reps are in silos so to speak.

 

The online bookings belong to the general number reps. You were assigned a PCC, but since s(he) had not helped you yet your reservation was not transferred to him/her. And yes, they do have caller id. My sister booked a recent cruise online and because of that our PCC was not able to help with that reservation.

[richwmn]

Joanie, can HAL PCC's give "group" rates?

Not Joanie, but I believe they can to a point. I have had a conversation a few years ago when several people booked with me that if I could get a couple more she could offer some benefits.

[IRL_Joanie]

Joanie, can HAL PCC's give "group" rates?

 

Yes. I think all PCC's from all the Lines can. Personally I do know that HAL and NCL PCC's can. My PCC gives them to groups and for NCL, I was working with one of theirs about a year ago while trying to set up a Reunion Cruise on one of their ships.

 

Joanie

[taxmantoo]

Joanie, can HAL PCC's give "group" rates?

 

Your PCC or your TA can give a group rate. It is all explained right on the HAL website.

 

http://www.hollandamerica.com/pageByName/Simple.action?requestPage=Groups&WT.ac=pnav_PlanBook_BookGroups

 

"Book eight or more staterooms as a group to qualify for added benefits, which may include:

◾Stateroom upgrade

◾Lunch or dinner at the Pinnacle Grill

◾Beverage card

Worry-free travel is the key to enjoying your holiday with the people that you love. Holland America Line’s group specialists will collaborate with you to help craft the vacation that best suits the tastes of your unique group.

Consider celebrating your family reunion, wedding, or anniversary on board.

 

Please contact your travel professional or one of Holland America Line's Group Booking Specialists listed below."

[sapper1]

Add Carnival to the group that is know to have a similar department, although they call theirs PVP (Personal Vacation Planner). I also believe that Disney has a similar department, although with Disney they are able to sell the theme park experience as well as their cruises.

 

I am not sure why some people think this is "strange and unfair" or "Mickey Mouse". It is, I believe, a way of a company taking care of their best customers. If you have the "right" American Express card they take better care of you then most of their customers. Major department stores do the same thing. As cruz chic mentioned, the existence of the PCC is clearly on the main page of HALs website, so anyone can get one.

 

I'm finding this thread very interesting. I knew nothing about PCCs/Reps as I have always used my own TA. There has never been an occasion for me to check the HAL website for booking information.

In fact, most of my cruising information came from CC and the posters I have found over the years to have very accurate information. A big thanks to you all.

[Lizzie68]

Why is getting a PCC considered a goody? I would value special pricing from hal and free upgrades more of a goody. Before I got the PCC I have now I had a real jerk of a PCC. I feel sorry for anyone that had to deal with him. I fail to see how first timers are excluded from having a PCC when clearly they can. Why would you think that you have to prove yourself worthy:confused:?

 

So then why have the two-class system?

 

As IRL pointed out in a later post, the benefits were explained to them in switching from a HAL rep to a PCC.

[YXU AC*SE]

So then why have the two-class system?

 

Respecting customer preference. I expect some customers appreciate the continuity and hand-holding of a single point-of-contact (PCC) whilst others (like me) don't care and prefer and/or settle for the 'next available agent' one gets when calling into the general customer service queue. Scott.

[kazu]

Exactly as you stated:)

 

Our first cruise with HAL we booked via calling and got a HAL Rep who did the booking, nothing else. About a week letter we received a phone call asking us if we wished to have a PCC, it would be the next one available, and what the benefits could be. We replied with a yes and have been happy with her since.

 

It seems that many are unaware of what is available and that they think you either have to be a loyal customer or whatever in order to get one.

 

I have read here on CC that those looking for discounts, NOTHING wrong with that, will contact their TA's or PCC's and ask for a matching price reduction. This is good for the customer, but the TA in order to match the lower price gives up a portion of their commission in doing so, whereas a HAL PCC does not.

 

Joanie

 

PCC's don't get paid commission, right? At least that is what has been posted several times. So, in essence they have nothing to lose. If they can give OBC, great. I wasn't offered any when I talked to a PCC for a booking.

 

Although I use TA's, I don't ask them to "match" anything. I simply ask them for the best price and since I have good service I am happy with the OBC's or discounts that they offer. It's their choice to do so.

 

as Lizzie said, as long as we are all happy :)

[cruz chic]

So then why have the two-class system?

 

As IRL pointed out in a later post, the benefits were explained to them in switching from a HAL rep to a PCC.

 

Two class? I guess the same can be said for using a discount ta and full service. Anyone, yes anyone can have access to both. It's not exclusive or it would not be listed on the website.

[cruz chic]

Respecting customer preference. I expect some customers appreciate the continuity and hand-holding of a single point-of-contact (PCC) whilst others (like me) don't care and prefer and/or settle for the 'next available agent' one gets when calling into the general customer service queue. Scott.

 

I'm the last person to need my hand held. I do like having one point of contact so I'm able to gauge if the person has good knowledge or not. I don't enjoy explaining every detail to people. I do that enough in my work life with my clients I deal with when their company doesn't provide proper training

Edited January 3, 2015 by cruz chic

[taxmantoo]

We have gone full circle on this, many times now, and I still maintain a PCC is just a fancy name for a HAL rep.

 

There is nothing wrong with that and many people are happy dealing with them while others are happy in dealing with whomever answers the phone and others are happy in dealing with brick/mortar TA's or discount online TA's.

 

Having options is always a good thing :D

Edited January 3, 2015 by taxmantoo

[qsuzi]

I wanted to clarify my question. For some sailings, the agency we use has blocked (pre-booked?) a sufficient number of cabins to qualify for "group rates"; there is no restriction on what cabin we book.

Edited January 3, 2015 by qsuzi

[CowPrincess]

So then why have the two-class system?

 

>SNIP<

 

The general "phone reps" area has longer hours of availability, too. The PCCs seem to work more traditional work days. My PCC works 8 to 5, I think. So, one advantage of using the general # and speaking with a phone rep is that you are not limited to the shorter hours the PCCs work.

 

We got chatty with a HAL phone rep who was a passenger on one of our cruises. She told us that she had to be a phone rep for a minimum of one year before she could be considered for a promotion to a PCC position. So the phone rep area is the training ground, it sounds like.

 

There's a couple of reasons that I know of for the two-tier system.

[YXU AC*SE]

I'm the last person to need my hand held. I do like having one point of contact so I'm able to gauge if the person iwas good knowledge or not. I don't enjoy explaining every detail to people. I do that enough in my work life with my clients I deal with when their company doesn't provide proper training

 

 

Note, I also did say 'continuity' :-) Scott.

[summer slope]

The main reason I decided to stay with our TA is I'm in Eastern time zone and HAL is not. LOL 3 hrs. difference. I can call my TA when I think of something and do not need to figure out the time difference. She is also about 20 minutes away if I want to show her something I found.

[CowPrincess]

I took Cruzchic's post as basically saying "you get what you pay for". That is true in all areas of life, including travel. It's true that a lot of people have to learn that lesson the hard way, which is really a pity. Neither of us is, in any way, putting anyone down by expressing that belief. It's just life.

 

Often, though, a consumer does not get what they pay for. They may get more than they pay for, or they may get less.

 

A non-travel-related example is the windows we recently replaced in one of our houses. We felt we got more than we paid for. We saved about 33%, and had the job done in one day, with complete clean-up, by carefully comparing 3 companies and grilling their representatives :D Fabulous work, and we are delighted. I cannot see how spending 33% more, and having it extend over 3 days, with the possibility that one major window might be broken onsite and need to be re-made, would have been getting what we paid for. It would have just been paying more money unnecessarily.

 

A travel-related example of getting less than paid for is from a friend. She booked a Neptune Suite on a cruise to Alaska through a local travel agent, because the TA is so "nice". At no time did the TA inform my friend that she was eligible for a complimentary hotel room at the Fairmont Waterfront for booking a suite. I'm the one who told my friend about that little perq. The TA gave nothing in the way of OBCs, wine, PG dinners, nothing. Not even accurate information. IMHO my friend got less than she paid for.

 

The internet can be a minefield of broken promises and shattered dreams, but can also be a place to find great information and excellent suppliers, if a person is prepared to take the needed time to do the research. Not everyone finds any charm in "research", and I totally get that. But for me it is sometimes worthwhile.

 

Of course, all that is JMHO and YMMV.

Edited January 3, 2015 by CowPrincess

[lcand1923]

My sister booked a recent cruise online and because of that our PCC was not able to help with that reservation.

 

I had booked a HAL cruise online. I then got an email from a PCC. For the heck of it, I contacted her via email. She was able to get the online reservation transferred to her. (I think she had to wait 72 hours or something because of the way the computer system works). I eventually cancelled that cruise, but I wanted to share that just as a PCC can transfer a cruise to a TA, they are able to transfer online bookings.

[richwmn]

I had booked a HAL cruise online. I then got an email from a PCC. For the heck of it, I contacted her via email. She was able to get the online reservation transferred to her. (I think she had to wait 72 hours or something because of the way the computer system works). I eventually cancelled that cruise, but I wanted to share that just as a PCC can transfer a cruise to a TA, they are able to transfer online bookings.

Rules change after final payment, this was and maybe that is the difference.

[Cruising-along]

I had booked a HAL cruise online. I then got an email from a PCC. For the heck of it, I contacted her via email. She was able to get the online reservation transferred to her. (I think she had to wait 72 hours or something because of the way the computer system works). I eventually cancelled that cruise, but I wanted to share that just as a PCC can transfer a cruise to a TA, they are able to transfer online bookings.

 

Interesting. We had the same experience that Rich had. A friend booked online, thinking she could transfer the booking to our PCC. Our PCC apologetically said she wasn't able to do that (and I know she would have if possible). In the meantime, she gave advice and help to our friend even though she didn't have credit for the booking. I wonder why the difference?

 

This is just one reason we like working with our PCC, this and having no middle man, no waiting for a TA to contact us re upsells and then losing out because too much time has passed by the time we hear about it.

 

Edited to add: Rich in our case it was before final payment.

Edited January 3, 2015 by Cruising-along

[CowPrincess]

I had booked a HAL cruise online. I then got an email from a PCC. For the heck of it, I contacted her via email. She was able to get the online reservation transferred to her. (I think she had to wait 72 hours or something because of the way the computer system works). I eventually cancelled that cruise, but I wanted to share that just as a PCC can transfer a cruise to a TA, they are able to transfer online bookings.

 

Interesting. We had the same experience that Rich had. A friend booked online, thinking she could transfer the booking to our PCC. Our PCC apologetically said she wasn't able to do that (and I know she would have if possible). In the meantime, she gave advice and help to our friend even though she didn't have credit for the booking. I wonder why the difference?

 

This is just one reason we like working with our PCC, this and having no middle man, no waiting for a TA to contact us re upsells and then losing out because too much time has passed by the time we hear about it.

 

Edited to add: Rich in our case it was before final payment.

 

Very late one night I was on the HAL website and found a GREAT deal so I booked and deposited it on the website. Thought I'd just phone or email on Monday and have it transferred to my PCC. No, not that easy, but we did get it transferred, after emailing a specific request that it be moved to the PCC, along with an explanation of why it had originally been booked on the website. This was before final payment.

[Lizzie68]

Well as Sapper1 said earlier - we are sure learning a lot on this thread. I can't say I like all of it but at least I know more (or at least, know what others perceive to be true.;))

 

And yes Taxmantoo - we have indeed come full circle. And I think I will stick with my TA.

Edited January 3, 2015 by Lizzie68