Email from Orlando Ashford - Great response to a crisis

[suec12]

Our cruise is in mid-May - so if I want the FCC and some $$$ - I have to cancel before March 31st? I can't wait until closer to departure time?

[kazu]

4 minutes ago, suec12 said:

Our cruise is in mid-May - so if I want the FCC and some $$$ - I have to cancel before March 31st? I can't wait until closer to departure time?

 

Right now, it’s March 31st.  

HAL may extend it but for the time being the deadline is March 31st.

[brnowl]

On 3/7/2020 at 8:05 AM, ChrissyG1968 said:

I just checked my spam folder and bam there it was. Thanks for this. Now we'll just purchase one 250 dollar beverage card instead of 2 ☺️

 

yes - thanks, ours was in spam.  I already knew the content, but want to see similar mailings as we are just over a week from sailing!

[Sue from Canada]

On 3/7/2020 at 7:56 AM, puppycanducruise said:

We don't want to cancel, so the extra OBC will be nice.

Hope things settle down soon.

Did you see on this forum the Canadian advisory not to travel by cruise ships.  I don't want to cancel my May 4th cruise to Alaska but after reading that advisory.... 

[puppycanducruise]

4 hours ago, Sue from Canada said:

Did you see on this forum the Canadian advisory not to travel by cruise ships.  I don't want to cancel my May 4th cruise to Alaska but after reading that advisory.... 

Yes, I read about the advisory.

Haven't cancelled, yet....

[richwmn]

On 3/7/2020 at 4:42 PM, gphb said:

We see an additional $100 for the first and second passenger but nothing for the third passenger in a cabin.   I always find the $200 per cabin/$100 per passenger misleading as why should we automatically assume this caps in HAL's favor (presumably for single passengers).  Every passenger including the third and fourth is making a choice in cruising at this time.

as a solo passenger I only expect to see $100 added to my cabin. I would be very surprised to see anything different.

[gphb]

3 hours ago, richwmn said:

as a solo passenger I only expect to see $100 added to my cabin. I would be very surprised to see anything different.

Yes me too, but for three passengers I was kind of hoping to see $300.   I realize this is an unexpected bonus, but equally the HAL passenger contract explicitly advises guests to follow State Department advisories, and as we know the State Department has advised to not cruise at this time.

Edited March 10, 2020 by gphb

[3rdGenCunarder]

3 hours ago, richwmn said:

as a solo passenger I only expect to see $100 added to my cabin. I would be very surprised to see anything different.

 

16 minutes ago, gphb said:

Yes me too, but for three passengers I was kind of hoping to see $300.   I realize this is an unexpected bonus, but equally the HAL passenger contract explicitly advises guests to follow State Department advisories, and as we know the State Department has advised to not cruise at this time.

 

If HAL says $200 per cabin/$100 per person, they're going to give the least they can get away with. If a single paying a double fare will get only $100, then a third or fourth passenger already paying a low price  isn't going to get the $100. 

 

[Queen of DaNile]

On 3/7/2020 at 11:40 AM, YXU AC*SE said:

 

Um, no.   Scott. 

 

Source: 

(and no, post-flagging people, this is NOT proprietary info, it is public domain) 

 

https://em.hollandamerica.com/pub/sf/FormLink?_ri_=X0Gzc2X%3DYQpglLjHJlTQGsXIedEuekeeRfRtd8E26ImTTObGnzby3yy9JEk8zaUT3dJhOsFg37VXMtX%3DYQpglLjHJlTQGsXIedEuekeeRfRtd8E26IkXze9DrDzaBzbeNpze2Psr0ngFmruzbpN6C&_ei_=Ejnud8eJm0ZwUb1H_yk1uyhIWC3TYzXujys_TUT8A9Rj5eMpeqw0GQcYyrpq90JkbWYFo81YyF6fFGBDmO_zcO7Yj31vEHCQ3uWoDUruhmZBu3y-q7EDrRJeId8T84rtXjkMvF-uKtB3RxZeF5Ta1PhdntDPg3LUYqSmOYsuuU4lLMd91X3DLTM.&_di_=53tdl0m8odjamc9mueves9pq42bq2crhfc7h8tf6v8j3pbv3m070

 

 

 

 

Dear Travel Advisor,

Our success is driven by your continued support, and we recognize that you’ve been working harder than ever during this uncertain time for travel. We greatly appreciate your commitment to Holland America Line and value your partnership.

Please join me for a Holland America Line webinar where we’ll provide a business update.

Date: March 12, 2020
Time: 9:00 AM PT/12:00 PM ET
Registration Link: Register Here
 

We also want to help you reassure clients who have current bookings or who want to book a future cruise so we have made some temporary changes to our booking policies. Below is what we are doing to support you and your clients:

For Existing Bookings: To give your clients peace of mind, Holland America Line is introducing a new Short Term Cancellation Policy on select cruises. For all departures between now and May 31, 2020, we are allowing guests the option of cancelling their booking no later than March 31, 2020, with a minimum of 72 hours in advance of their departure date. However, this new cancellation program will apply to sailings departing through and including March 9, 2020, which are now within the 72 hour window. Any cancellation will receive a Future Cruise Credit (FCC) for the amount of their cancellation fee that can be used for another cruise in 2020 or 2021. The FCC must be booked by December 31, 2020. This applies to bookings on spring 2020 Land+Sea Journeys and cruises for all destinations. FCCs are nonrefundable, non-transferrable and do not have to be used on the same destination that was cancelled. FCCs are non-commissionable; however, we will offer a $50 bonus re-booking commission per person. We have also made the decision to give your clients longer to make final payment for June 2020 sailings. For all June departures, final payment will now be due at 60 days prior to sailing date.

We also know that there are people with specific individual health situations that impact their ability to safely travel during these times. For those guests who are able to provide supporting documents from their health care provider, Holland America Line will issue them a Future Cruise Credit. For information on submitting a request with documentation under this “Compassion Policy,” please contact our Reservations Department. This offer is available for guests booked on any sailing, regardless of departure date.

As a thank you to currently booked guests who join us for their cruise as planned, up to and including departures through May 31, 2020, we will provide an Onboard Credit of US$200 per stateroom/US$100 per person for voyages longer than 7 days and US$100 per stateroom/US$50 per person for voyages less than 6 days. This credit will be automatically applied to each eligible booking so you do not need to take any action.

For New Bookings: Holland America Line has announced a new “Book with Confidence” program for 2020 cruises. On bookings made from March 1 through April 30, 2020, on sailings departing April 1 to October 15, 2020, your clients may cancel for any reason (up to 30 days before departure; additional restrictions apply) and receive a Future Cruise Credit in the amount of their full deposit and cancellation fees. In addition, this offer is combinable with all of our promotions, including the “Pack These Values” promotion, giving them even more reasons to book their cruise vacation with you today.

And as a thank you for your support during this challenging time, on new bookings made between March 1 and April 30, 2020, you can earn an additional 4 percent bonus commission. This offer is applicable to all of our 2020 sailings.

For more details, please see our Question & Answer document.

We always advise that you encourage your clients to purchase one of Holland America Line’s Cancellation Protection plans (Standard or Platinum). While we have always encouraged guests to protect their vacation investment, it is now more important than ever. Our Cancellation Protection plans allow guests to cancel for any reason, and we also have recently confirmed the policy covers today’s circumstances. That is not the case with many travel insurance plans, so it is important that you direct your clients to a plan like ours that will fully cover them and provide the greatest flexibility.

For the most updated information and for all we are doing to protect guests sailing on our ships, please visit and encourage your clients to visit the Travel Health Advisory page on our website. We also suggest watching the videos on this page from our Chief Medical Officer, Dr. Grant Tarling, on ways to stay healthy.

We sincerely appreciate your ongoing partnership, especially in these extraordinary times.

If you have any questions, please contact your Business Development Manager, call 1-800-544-0443 (select option 4) or email sales@hollandamerica.com.

Thank you again for your business and your loyalty to Holland America Line. As always, we remain committed to your success.

Orlando Ashford
President, Holland America Line
 

Reminder!!!

This should be interesting given last night's announcements.

[YXU AC*SE]

1 hour ago, Queen of DaNile said:

Reminder!!!

This should be interesting given last night's announcements.

 

Nice bone thrown to the TA community -- short-term, TAs will be able to retain commission for a pax-cancelled cruise, and then earn full commissions for any future related FCC booking -- so in effect, they are being paid twice -- very fair.  

 

No current plans for a fleet-wide lay-up à la Princess,  decisions will be taken on a ship-by-ship basis as travel / disembarkation refusals become known - there was no hint / speculation entertained on the call (which was listen-only, with e-mailed in questions from participants.)  Emphasis is that the situation is very fluid, and FAQs will be updated and posted.   

 

Scott. 

 

[kazu]

7 minutes ago, YXU AC*SE said:

 

Nice bone thrown to the TA community -- short-term, TAs will be able to retain commission for a pax-cancelled cruise, and then earn full commissions for any future related FCC booking -- so in effect, they are being paid twice -- very fair.  

 

Scott. 

 

 

I’m sorry but I’m confused.  How are TA’s getting paid twice?

 

If a person cancels a cruise, HAL claws back the TA’s commission - so they literally work for nothing.  They do not get to keep the commission (unlike many cruise lines).  

 

According to the letter from Mr. Ashford posted above in the thread “FCCs are non-commissionable; however, we will offer a $50 bonus re-booking commission per person.”

 

I don’t understand how TA’s are making money twice.  $50 is not much with the size of some of the FCC’s out there.  I know mine is worth much more than $50.

 

What am I missing here?  Or do you know something I don’t? 

 

 

 

 

 

 

[YXU AC*SE]

3 minutes ago, kazu said:

If a person cancels a cruise, HAL claws back the TA’s commission - so they literally work for nothing.  They do not get to keep the commission (unlike many cruise lines).  

 

 

Mr Ashford just announced new TA compensation on his noon (ET) call ...    full commission to be retained for the cancellation, and then second commission to be provided upon rebooking.  information is so new it hadn't been shared w/ internal reservations teams.   FAQs to TA community to be updated and posted to goHAL.com later today.     Scott. 

 

 

Edited March 12, 2020 by YXU AC*SE

[kazu]

5 minutes ago, YXU AC*SE said:

 

Mr Ashford just announced new TA compensation on his noon (ET) call ...    full commission to be retained for the cancellation, and then second commission to be provided upon rebooking.  information is so new it hadn't been shared w/ internal reservations teams.   FAQs to TA community to be updated and posted to goHAL.com later today.     Scott. 

 

 

 

Thank you.  That is good news indeed.

I hope it is effective for my cancellation date.  At least my TA will be paid for the work she did.  

 

Appreciate the reply.

[YXU AC*SE]

I think it will be effective for cruises cancelled in the window of 06 March - 31 July  ... I'd wait to see it in writing later today.     Scott

[ozzie0075]

Deleted 

Edited March 12, 2020 by ozzie0075

[kazu]

1 hour ago, YXU AC*SE said:

I think it will be effective for cruises cancelled in the window of 06 March - 31 July  ... I'd wait to see it in writing later today.     Scott

Fingers crossed you are right.

 

At least my TA will get her commission.  She certainly more than earned it on this cruise.

[farjar]

On ‎3‎/‎9‎/‎2020 at 4:18 AM, suec12 said:

Our cruise is in mid-May - so if I want the FCC and some $$$ - I have to cancel before March 31st? I can't wait until closer to departure time?

We just cancelled our mid-May cruise 66 days before sailing.  We had no travel insurance so were pleased to receive a total refund of cash for our taxes & port fees and a FCC for the cruise cost.  Our airfare on Alaska is not refundable and they are currently not allowing free changes this far out.  Worst case we loose the cost of the airline tickets.  Best case the virus situation improves in the next six weeks and we can use our FCC to rebook the same cruise and use our existing flight reservations.

[AlanF65]

The Mar 31 date was just extended

 

At Holland America Line the health and safety of our guests is of the highest priority.

In order to give travelers greater peace of mind surrounding their upcoming vacation plans, Holland America Line is extending our Short Term Cancel Policy for cruises or Alaska Land+Sea Journeys departing through July 31, 2020 (previously only through May 31 departures).

With the extended date to July 31, guests who booked departures April 1, 2020, through July 31, 2020, under the Book with Confidence program will now be covered under the Short Term Cancel Policy instead.

Cancellations will need to be finalized 48 hours in advance (previously the policy stated 72 hours in advance).

Any cancellation will receive a Future Cruise Credit (FCC) for the amount of the paid fare, less the cost of Cancellation Protection Plan (Standard or Platinum), which can be used for another cruise in 2020 or 2021. The FCC must be booked by Dec. 31, 2020.

For those who choose to keep their cruise plans on departures through May 31, 2020, an Onboard Spending Credit of US$200 per stateroom/US$100 per person for voyages 7 days or longer and US$100 per stateroom/US$50 per person for voyages 6 days or less will be automatically applied to their shipboard account as a thank you.

We also know that there are people with specific individual health situations that impact their ability to safely travel during these times. For those guests who are able to provide supporting documents from their health care provider, Holland America Line will issue them a Future Cruise Credit. This “Compassion Policy” offer is available for guests booked on any sailing, regardless of departure date.

For existing bookings departing August 1, 2020 and beyond, guests are still able to cancel within their standard cancellation window.

For new bookings on departures August 1 through October 15, 2020, please use the Book with Confidence Program which allows cancellation for any reason at least 30 days prior to departure to receive a Future Cruise Credit.

The above programs do not apply to charters.

 

https://www.hollandamerica.com/blog/topics/news/extension-of-short-term-changes-to-cancellation-policy-to-july-31-2020/?linkId=84229252&fbclid=IwAR0y0zR4x_rGfODL5YvpCNzFAsQMKZhM-C-qnqPH0cijBIYRnT5ddoGoIbs

[The Beaver]

Thank you for posting the latest extension Alan.