My PCC is frustrating to deal with (or am I missing something)

[ChinaShrek]

I have gone on three different HAL cruises over the past three years. I travel with my mom but I usually handle all of the reservation details. After our third cruise in April, I received a couple of emails stating that we had a Personal Cruise Consultant and that I needed to contact her to make any HAL booking. I have been dealing with her for the past two months and it is simply an exercise in frustration. These are my problems:

 

I am convinced that she never actually answers her phone. It always goes to voice mail. When I leave a message, she never calls me back right away. She often leaves the office early and takes Fridays off. When she does call me back, I am at work. I work Monday - Friday, 9-5 pretty much every day. She is on Pacific Coast time but that is only part of the problem. When I call her back, sometimes within seconds of receiving her message, my call goes right to voice mail.

 

When I do speak with her, she tries to hard sell me. She tells that the price will change if I don't book today. (Yes, it could go down!) She tells me that the cabin I want will disappear if I don't book right now. I feel like she is selling me a timeshare!

 

We are eligible for the casino discount. This is why I have been calling HAL. I want to save money, but I much prefer booking everything on-line. Humans are difficult to deal with and booking on-line is so much more convenient. HAL should get rid of PCCs and allow us to book casino rates on their website.

[freestyling]

I believe you can book online once you sign in and receive the casino discount. Try looking at prices without logging in and then do it logged in. Always works for me (when a casino discount is offered). You can also just request another PCC if you want.

Edited October 6, 2016 by freestyling

[kazu]

I have gone on three different HAL cruises over the past three years. I travel with my mom but I usually handle all of the reservation details. After our third cruise in April, I received a couple of emails stating that we had a Personal Cruise Consultant and that I needed to contact her to make any HAL booking. I have been dealing with her for the past two months and it is simply an exercise in frustration. These are my problems:

 

I am convinced that she never actually answers her phone. It always goes to voice mail. When I leave a message, she never calls me back right away. She often leaves the office early and takes Fridays off. When she does call me back, I am at work. I work Monday - Friday, 9-5 pretty much every day. She is on Pacific Coast time but that is only part of the problem. When I call her back, sometimes within seconds of receiving her message, my call goes right to voice mail.

 

When I do speak with her, she tries to hard sell me. She tells that the price will change if I don't book today. (Yes, it could go down!) She tells me that the cabin I want will disappear if I don't book right now. I feel like she is selling me a timeshare!

 

We are eligible for the casino discount. This is why I have been calling HAL. I want to save money, but I much prefer booking everything on-line. Humans are difficult to deal with and booking on-line is so much more convenient. HAL should get rid of PCCs and allow us to book casino rates on their website.

 

If you have an inept,uncaring or. "Too busy" PCC why waste time. With them??? You are not obligated to deal with this person.

 

either (a) change to another PCC and try again.

 

(B) find a decent TA and hopefully one that will give you a discount or OBC

 

 

Or © call HAL and book and get your discount..

 

 

Don't waste your time with people that don''t care or can't be bothered.. There are lots of good alternatives out there :))

[ChinaShrek]

I believe you can book online once you sign in and receive the casino discount. Try looking at prices without logging in and then do it logged in. Always works for me (when a casino discount is offered).

 

Nope. This doesn't work for me at all. Not a single cruise has a cheaper price on-line when logged in. However, when I have spoken to my PCC she said everything is discounted her system. Go figure.

[ChinaShrek]

If you have an inept,uncaring or. "Too busy" PCC why waste time. With them??? You are not obligated to deal with this person.

 

either (a) change to another PCC and try again.

 

(B) find a decent TA and hopefully one that will give you a discount or OBC

 

 

Or © call HAL and book and get your discount..

 

 

Don't waste your time with people that don''t care or can't be bothered.. There are lots of good alternatives out there :))

 

So, I can just call HAL and talk to anyone? That will make things easier. Of course, my next question is why bothering have PCCs then?

[Cruising-along]

First of all, you do NOT have to "contact her to make any HAL booking". You can book any way you want. :)

 

The PCCs have set days/hours they work. If she has to take some time off, she would have someone fill in for her, and her voice mail should state that, giving you their number. (I have never had to call the fill-in, they have always called me before I had a chance to).

 

But the important thing is, if you're unhappy with this PCC, either ask for another or book online. You certainly do not have to use a PCC. :)

[Yellow Lab's Rule]

Even though I am reminded by e-mail once in a while that I do have a PCC assigned, whenever I want to make a reservation or check on a reservation, I call the 1800 number and talk to who ever answers the phone. All are pleasant and helpful. The reason I don't use the PCC or travel agent at home is I don't want to be tied to someone else's schedule. I don't want to be waiting for them to call me back.

[oceanmom]

I'm sorry you're having problems. We have a PCC but all our communications are via e-mail. It might take a day or two but she replies. I don't like to talk on the phone where an immediate response is assumed. I like to get the information and think about it.

 

Our first cruise was on Carnival where we needed two cabins which I could not book on-line. I called the 800 number, talked to a customer service person, and it worked out great. Just go the 1-800 phone route if you don't need someone to hold your hand or provide special services.

[DaveOKC]

Sounds like you need a new PCC. Request one right away and do not mess around with the old one.

 

My PCC is very good at getting right back to me (remember that they are OFTEN on the phone handling other client's reservations) and even faster to respond via email (which I use for simple items).

 

I never get a hard sell either.

 

One nice thing is that my PCC and I have gotten to know each other and this helps in communicating. He knows what I like and I have a pretty good idea of what he can and cannot do through HAL.

 

I also have referred several others to my PCC and he seems to appreciate it - maybe that is why he goes the extra mile for me.

[msmayor]

I also have a wonderful PCC who is very responsive when I have questions. I find that email is the quickest and have been impressed that she'll respond even when she's 'off the clock' (My recent switch to the Explore4 rate was handled by her on a weekend; her regular hours are M-F but she responded to my Saturday email and made it happen).

 

She also has another PCC that covers for her if she's out, and THAT individual has always followed up on emails that I may have sent to my own PCC. She's even called me to make sure my questions are being answered, and then lets me know she'll update my 'regular' PCC with our conversations.

 

There are excellent PCC's out there...keep calling until you find one that meets your needs.

[jenp123]

I used to have a great pcc and then she left. I was assigned to someone new who just started sending emails and didn't even bother to explain why she was now emailing me (at that time I didn't know my pcc was gone) I tried dealing with her and she never answered her phone and was not quick to get back to me.

 

I called hal reservations and once I side I had a pcc they said they have to transfer me to pcc number and we're not allowed to help me. Now when I call I don't mention the pcc and they book my cruises...

[lvz2cruz]

I think we have the same pcc. I just call the regular number and those people are always wonderful.

[wen_c82]

Same here and I'm in the same time zone. My PCC works 7-3 or 7-4 weekdays so far she has never returned phone calls on the same day nor emails. I do understand that she may be on the phone most of the days. When I booked last cruise on board I wanted to take off her name and was told no. Anyway to work around this issue I called when she's not working, like nights & weekends. Someone in that department will answer and will help you.

[Rockit]

I continue to do my own bookings however I use my PCC for things such as excursions or securing a specific table in the dining room. He answers very quickly.

 

 

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[Krazy Kruizers]

Thankfully we have a TA that we have used for over 25 years. I just tell her what cruise, ship, etc. that we want and she does it. She knows what we like and takes care of those small details.

 

I do all the air planes and hotels myself.

[jabcruiser]

My PCC is good but sometimes it does take her a few hours to return calls. Once when she wasn't at work yet, I just booked with another agent who was and my PCC still got the credit. No problems so far. 3 hours difference in time from FL to WA does make it difficult though if trying to take advantage of upgrade offer or other offer where time is of essence. They need to extend their hours for us East Coasters.

Jane

[ChinaShrek]

I appreciate all of your comments. I'm glad that it is not just me. I think I will try emailing her and see how that works. I did call last night and talk to a different PCC in order to get some pricing details and that person was friendly and helpful. If someone doesn't answer your calls or call you right back, I'm not sure how "personal" they really are.

[Minoushka]

My pcc is awesome ...never pushy ...sends me bargains nd responds quickly .I email him and he clls bck promptly ...get a new one

[blizzardboy]

HAL should get rid of PCCs and allow us to book casino rates on their website.

 

It's a shame you got a "bad" PCC. My male PCC is tremendous. Your bad experience shouldn't taint the whole group. His name rhymes with ref if you want to switch to a real professional.

[Lady Arwen]

Nope. This doesn't work for me at all. Not a single cruise has a cheaper price on-line when logged in. However, when I have spoken to my PCC she said everything is discounted her system. Go figure.

 

I was told by HAL that the price I can get online (which is a discounted Mariner price.....much lower than the price before I log in) does not reflect the casino discount. This is an additional discount that can only be applied when booking on the phone with an agent. Every cruise I book, the price I'm quoted on the phone is considerably lower than the online price.

[Cruzer Two]

I have gone on three different HAL cruises over the past three years. I travel with my mom but I usually handle all of the reservation details. After our third cruise in April, I received a couple of emails stating that we had a Personal Cruise Consultant and that I needed to contact her to make any HAL booking. I have been dealing with her for the past two months and it is simply an exercise in frustration. These are my problems:

 

I am convinced that she never actually answers her phone. It always goes to voice mail. When I leave a message, she never calls me back right away. She often leaves the office early and takes Fridays off. When she does call me back, I am at work. I work Monday - Friday, 9-5 pretty much every day. She is on Pacific Coast time but that is only part of the problem. When I call her back, sometimes within seconds of receiving her message, my call goes right to voice mail.

 

When I do speak with her, she tries to hard sell me. She tells that the price will change if I don't book today. (Yes, it could go down!) She tells me that the cabin I want will disappear if I don't book right now. I feel like she is selling me a timeshare!

 

We are eligible for the casino discount. This is why I have been calling HAL. I want to save money, but I much prefer booking everything on-line. Humans are difficult to deal with and booking on-line is so much more convenient. HAL should get rid of PCCs and allow us to book casino rates on their website.

 

 

It amazes me why would anyone would book directly with the cruise line unless you just like paying more money for your cruise! Find a good discount travel agent that works for YOU!

Edited October 7, 2016 by Cruzer Two

[Lady Arwen]

It amazes me why would anyone would book directly with the cruise line unless you just like paying more money for your cruise! Find a good discount travel agent that works for YOU!

 

Unfortunately, a good travel agent is hard to find. In the past with booked cruises with a TA and missed out on some good sales, upgrades, etc. One TA told us that they would not discount lower than the cruiseliine, but they would give us a bottle of wine or $25.00 OBC!

 

After going through numerous TAs, we started to book directly with cruiselines taking responsibility for our cruise ourselves. I feel so much better dealing with them myself rather than hoping my TA will act on my behalf. Some people have a good relationship with their TA and are happy with their service. Some, not so much.

[iancal]

This is not difficult.

 

Punt you PCC -ask for another, or find an independent TA that you are happy with.

 

Don't understand why people would deal with a PCC or TA that they are not happy with. There are lots of others who would be happy to work with you in order to secure your business. Bottom line is that you indirectly pay for the service. You should expect the requisite value from it.

Edited October 7, 2016 by iancal

[OVgirl]

It's a shame you got a "bad" PCC. My male PCC is tremendous. Your bad experience shouldn't taint the whole group. His name rhymes with ref if you want to switch to a real professional.

 

Mine too! Always prompt and good service from him.

[eurolady]

I "liberated" myself from my PCC....she provided no value added and was harder to contact than the regular reps who generally were more helpful.