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DaveOKC

Will HAL now match Princess' new virus cancellation policy?

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2 minutes ago, DaveOKC said:

I feel a bit better now - I called the HAL main number and talked to a very nice man (Jack) who explained that right now the current cancellation policy is in effect, but that he saw the letters that Princess and Carnival both put out, so he expected HAL to follow suit, perhaps by Monday.  He was very professional and reassuring, but of course could not promise anything at this point.  So, I guess we just have to wait.........


It blows my mind that there isn’t any communication between the Carnival Corp lines on this. Carnival and Princess released almost identical policies within hours of each other. Makes the HAL leadership look clueless. 

 

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6 hours ago, cruisemom42 said:

In light of what's happening with Grand Princess, I think cruise lines are going to have to figure out a way (or ways) to be more flexible during this period right up until boarding. 

 

It is clear, from reading through the long thread on Princess, that there are people who may have some symptoms of COVID-19 but who would not necessarily cancel their cruise -- because they have paid for it, they don't have insurance, they don't feel THAT sick, and they are very reluctant to lose that investment.

 

Some people will do the sensible thing -- but others are going to think "It's not coronavirus; I don't feel that bad, I'm going to tough it out.  I spent a lot of money on that cruise."

 

Until cruise lines do something to incentivize ill people not to get on board the ship (e.g., allow them to cancel or postpone their cruise), or start screening every single person for the virus (not just for fever, which can be suppressed), you are all too likely to run into more situations like Grand Princess is in, IMO.

 

 

 

I think this perfectly states the situation. 

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8 minutes ago, kazu said:

 

I am astounded that they are not following the other lines.  I lay the blame on Orlando A$$ford.  I think he wants to lose the loyal cruisers and he will succeed.  I know what the rules are, cancellation penalties, etc.  But this is an exceptional circumstance.  

To not realize or appreciate it is beyond belief.    

 

I completely agree that this is very tone deaf. I realize it is just the response of one person at HAL but HAL needs to get in front of this thing with some type of compassionate response and plan. Otherwise they risk making themselves look very bad indeed in the face of the responses of other lines.

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1 minute ago, ozzie0075 said:


It blows my mind that there isn’t any communication between the Carnival Corp lines on this. Carnival and Princess released almost identical policies within hours of each other. Makes the HAL leadership look clueless. 

 

 

Bolding is mine.  I think they are.

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Posted (edited)

HAL does not get in front of anything.  At best they seem to be very reluctant followers on all issues.  In some instances such as smoking policy they had to be dragged kicking and screaming into the real world.


Wait a few days and a few more press releases.  HAL may get dragged into doing the right thing however but then they will have lost the good will and PR that comes with acting fairly and proactively.  Shame really.

 

Edited by iancal

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2 hours ago, CRUZBUDS said:

 

ummmm... I wonder why the Westerdam is going to be docked sitting empty in Juneau for a couple of months ? 

Exactly. You would think the PR department would be all over this after Westerdam was labelled the "Pariah ship" by the media and the press was less than kind. We here on CC keep informed but the average cruiser probably didn't follow the story to it's conclusion. Good customer service and a little good will during these kinds of situations stick with folks, especially those who consider themselves loyal HAL cruisers. So indeed will bad customer service and bad press.  

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We have two cruises coming up:

 

April 6 on Rotterdam "TO" Rotterdam.

June 6 on Celebrity Summit.

 

We FULLY intend to sail on these, and both are paid in full.  But one never knows what will happen...

 

So as of right now, if we wanted to, we can cancel the Summit sailing and get everything back in a FCC with Celebrity.  But if we wanted to cancel the Rotterdam we are out of luck.  Sure makes HAL look bad...

 

Agree with comments above about them being followers and not leaders.

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Posted (edited)
24 minutes ago, kazu said:

 

Does your PCC have a connection to the “upper echelon” at HAL?

If HAL doesn’t do something fast they are going to lose a lot of cruisers.  No one knows what the future holds with this thing and to do this to people is cruel IMO.

I’m sorry if I sound grouchy but I am like an elephant and I don’t forget.

 

I am astounded that they are not following the other lines.  I lay the blame on Orlando A$$ford.  I think he wants to lose the loyal cruisers and he will succeed.  I know what the rules are, cancellation penalties, etc.  But this is an exceptional circumstance.  

To not realize or appreciate it is beyond belief.    

We're not even "loyal cruisers" yet. Our April transatlantic is our first HAL cruise. We came over from Princess because I thought Princess was making some poor management decisions and HAL seemed like a better fit.
I'm beginning to regret that decision.

Edited by TriumphGuy

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3 minutes ago, TriumphGuy said:

We're not even "loyal cruisers" yet. Our April transatlantic is our first HAL cruise. We came over from Princess because I thought Princess was making some poor management decisions and HAL seemed like a better fit.
I'm beginning to regret that decision.


We are in the same boat our first on HAL is April 5th. We still plan on going but would like to have the option that the lines are offering their guests in the event things continue the way they are.  Not a good first impression and something I certainly remember when I go to book my next cruise. 

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24 minutes ago, AncientWanderer said:

 

I think this perfectly states the situation. 

Agreed. 

 

I'd add one key HAL-related aspect to @cruisemom42's  excellent post: 

 

"[...]  The DEATH rate of a guest in the typical HAL customers age bracket is at least double that of a guest in the Carnival customer age bracket.

 

This makes it *especially* important for HAL to adopt a similar policy."

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40 minutes ago, DaveOKC said:

I feel a bit better now - I called the HAL main number and talked to a very nice man (Jack) who explained that right now the current cancellation policy is in effect, but that he saw the letters that Princess and Carnival both put out, so he expected HAL to follow suit, perhaps by Monday.  He was very professional and reassuring, but of course could not promise anything at this point.  So, I guess we just have to wait.........

 

Too late for people on my roll call, sadly some of whom have bit the bullet since our 50% deadline is tomorrow.  Had HAL come out with a decent policy I’m betting they would have hung in to see how things develop.

As it is, at least two of them are very bitter and will NOT sail HAL again.  For one it was their first HAL cruise 😞 

 

A lot of us are hanging in and waiting and hoping.  Waiting to see how things develop, waiting to see if there is an itinerary change, etc.  I feel for those that have taken their losses but who knows?  They might be right and the rest of us may be wrong.  Time will tell.  If we can do the cruise safely we will as we have a lovely land tour planned after where there is no covid 19 right now.  (I just might not get off in the disembarkation port 😉 )

HAL’s failure to handle this right when so many lines have moved is all too telling.


 

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My brother and his girl friend are in China right now. Unless there is a magical cure comes out between now and our cruise in June, I urge him not to join us this time. I will be extremely upset if HAL does not offer full refund for them.

 

This is a family reunion trip so FCC makes absolutely no sense if the rest of us still go.

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5 minutes ago, mkkao924 said:

My brother and his girl friend are in China right now. Unless there is a magical cure comes out between now and our cruise in June, I urge him not to join us this time. I will be extremely upset if HAL does not offer full refund for them.

 

This is a family reunion trip so FCC makes absolutely no sense if the rest of us still go.

 

I think under HAL’s current policy if they are in China 14 days prior to the cruise they will not be permitted to board and will be refunded.

 

If they are in China until just before the cruise they would be wise to reach out to HAL or their TA/PCC (whichever applies).  Assuming the same policy is in place, I think they should be fully refunded.

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30 minutes ago, SempreMare said:

Agreed. 

 

I'd add one key HAL-related aspect to @cruisemom42's  excellent post: 

 

"[...]  The DEATH rate of a guest in the typical HAL customers age bracket is at least double that of a guest in the Carnival customer age bracket.

 

This makes it *especially* important for HAL to adopt a similar policy."

 

So true.

I'm 62 and DH is 65 and we have felt "as young as we feel" until now.  Now we look at those death-rate tables and our self-perception is very much changed!

 

HAL really does need to look sharp and consider its older customer base.

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We as employees don’t know anything, like with Starbucks pausing personal cups.  I read an alert from CNN, and a friend posted a picture of the sign that was yesterday and it’s on the app.

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Just heard back from my PCC - she did some research and is now convinced that I can cancel my 2 cruises.  She wants to wait until Monday to do it however (no biggie) to be sure she follows the proper new procedure.  Happy day!!

 

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It's at times like this that you wish that HAL had some type of brand ambassador or spokesperson ... oh wait a minute, they do have both ... 😏

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1 minute ago, taxmantoo said:

It's at times like this that you wish that HAL had some type of brand ambassador or spokesperson ... oh wait a minute, they do have both ... 😏

 

They do?  Where the heck are they?

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Posted (edited)
6 minutes ago, Kilkennygirl said:

also reporting on yahoo finance.

Guests can cancel a cruise departing through May 31 for any reason.

SEATTLE, March 6, 2020 /PRNewswire/ -- In order to give travelers greater peace of mind surrounding their upcoming vacation plans, Holland America Line is announcing new programs to offer greater flexibility and choice during these uncertain times.

 

Any cancellation will receive a Future Cruise Credit (FCC) for the amount of the paid fare which can be used for another cruise in 2020 or 2021. The FCC must be booked by Dec. 31, 2020, and the cancellation must be made with a minimum of 72 hours in advance of departure date but no later than March 31, 2020. However, guests booked between now and March 9, 2020 may also cancel under this new policy despite being within 72 hours.

Edited by richwmn

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1 hour ago, TGCRUISEOMAHA said:

Ha My Cruise leaves Sunday.   To little to late!

And ours leaves TOMORROW!

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That article sounds very good.  I don't mind a FCC in lieu of a full cash refund.  We will cruise in the future...

 

And for those leaving before March 9, the 72 hour thing doesn't apply... 

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4 minutes ago, richwmn said:

also reporting on yahoo finance.

Guests can cancel a cruise departing through May 31 for any reason.

SEATTLE, March 6, 2020 /PRNewswire/ -- In order to give travelers greater peace of mind surrounding their upcoming vacation plans, Holland America Line is announcing new programs to offer greater flexibility and choice during these uncertain times.

 

Any cancellation will receive a Future Cruise Credit (FCC) for the amount of the paid fare which can be used for another cruise in 2020 or 2021. The FCC must be booked by Dec. 31, 2020, and the cancellation must be made with a minimum of 72 hours in advance of departure date but no later than March 31, 2020. However, guests booked between now and March 9, 2020 may also cancel under this new policy despite being within 72 hours.

Thanks to both of you for posting this information.  I now can enjoy my weekend and not fret about it.  

DaveOKC

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Received this via email for new bookings

 

image.png.61d85b0d6ef5656b8a802ad809076062.png

 

Book your cruise worry free with Holland America Line’s Cancelation Protection Plans.
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**Holland America Line Gift Card Offer is based on Promo ZC, expires March 22, 2020 and is offered in the following amounts: ocean-view and verandah staterooms and suites receive US$100 per person (US$200 per stateroom). Final payment and completion of Online Check-in is required and Gift Cards will be issued after guests do so. Email address used in booking is used to deliver eCard. Gift Card will expire 12/31/21. Card is non-refundable and not redeemable for cash. For full Gift Card terms and conditions, visit hollandamerica.com/giftcards.

Book with Confidence: Offer available 3/1/20 to 4/30/20 on new bookings made for cruises sailing 4/1/20 through 10/15/20. Cruise must be cancelled at least 30 days before such cruise’s departure date to be eligible. Value of Future Cruise Credit determined by non-refundable portion of the booking’s deposit and cancellation fees. Future Cruise Credit only valid for 90 days from issuance and must be used towards a 2020 or 2021 cruise. Non-transferrable, no cash value, not redeemable for cash. Terms and conditions apply, visit hollandamerica.com/bookwithconfidence.

Offers are capacity controlled, and may be modified or withdrawn without prior notice. Other restrictions may apply. Ships’ Registry: The Netherlands.
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17 minutes ago, kazu said:

 

They do?  Where the heck are they?

 

Cruising.  Seth Wayne was on our NS cruise a couple of weeks ago.  I'm not on Facebook/Twitter etc so don't know what is being posted there.  Eventually there is expected to be a link on the HAL website but it will be some time down the road, we were told.

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