My PCC is no longer with HAL...

[msmayor]

Sent my PCC and email this morning to ask a few questions about changing a 2022 trip around, and got an auto reply that she was no longer with HAL as of Dec 2020...so sad to lose her.  Have worked with her since 2013 and really appreciated all she did for the trips we took.

 

The auto-reply said to just 'call and ask for the next available representative'.  Is that really how it works?  My booking doesn't auto-transfer to another PCC and he/she gets the email I sent?

 

I know that getting her originally was essentially the luck of the draw, so maybe that's what has to happen again...

[Lady Arwen]

43 minutes ago, msmayor said:

Sent my PCC and email this morning to ask a few questions about changing a 2022 trip around, and got an auto reply that she was no longer with HAL as of Dec 2020...so sad to lose her.  Have worked with her since 2013 and really appreciated all she did for the trips we took.

 

The auto-reply said to just 'call and ask for the next available representative'.  Is that really how it works?  My booking doesn't auto-transfer to another PCC and he/she gets the email I sent?

 

I know that getting her originally was essentially the luck of the draw, so maybe that's what has to happen again...

Unless someone can recommend a PCC to you,( we cannot name names here,) then you will need to just call H AL.  We’ve really never needed one, but I know some folks swear by them.

[Cruising-along]

Recently I recommended our PCC to a friend, but she wasn't able to get him.  They assigned someone to her, she's happy with him so far. 

[kdakda]

Hmmmm.   We did receive an email about 4 months ago from someone stating they were now our PCC, so I assumed our first PCC was no longer with the company.   (Interestingly enough, I contacted this person several years ago and requested she be our PCC because our traveling buddies worked with her, but we were "assigned" to someone else).   

[tuolumne couple]

54 minutes ago, msmayor said:

Sent my PCC and email this morning to ask a few questions about changing a 2022 trip around, and got an auto reply that she was no longer with HAL as of Dec 2020...so sad to lose her. 

I feel you. Ours retired too. She was so on top of it. We have a new one now too, and she is pretty good, but it is a little like having your Doctor retire... someone who knew you inside and out, and knew when to prescribe that Vitamin Sea, and in which form, LOL. 

[Ichiban Nekko]

We had a change a couple of months ago. And since I am the one in this household who emails/calls, I feel so fortunate the the new PCC assigned to us. He is excellent at looking for special offerings, cabin choices, etc., not to mention keeping an eye out for the FCCs that keep rolling over. I just hope he can hang in until HAL gets some ships in the water. He says bookings are good.

[DaveOKC]

Getting a new PCC is always a bit concerning, especially if you like your previous one.  I take the one they assign me and try to work with him/her.  Sometimes it takes a bit to work out the relationship, but once you do it normally goes very well.

 

Example, last week I saw an change to the View and Verandah offer I JUST booked.  I emailed my PCC about it and in 10 minutes I had a reply back that it was done and attached to the email was my new confirmation with the additional perk.  Could not possibly been any easier IMO.

 

[DaveOKC]

Forgot to add - if you are not happy with the new PCC, just call the main number and ask to be reassigned.

 

[Mary229]

My TA mentioned the loss of veteran reps at HAL this past week.  The agency rep retired also.  The newer folks seem very likable but certainly don't have the same knowledge. 

[Gail & Marty sailing away]

PCP take a on line course about 30 people per class , at the end of the course  about only 6 people   pass.

[Mary229]

2 minutes ago, Gail & Marty sailing away said:

PCP take a on line course about 30 people per class , at the end of the course  about only 6 people   pass.

I wonder if the standard is maintained during this trying time for the industry.   Truly, it is not an industry that the best and the brightest are aspiring to at this moment.  

[oaktreerb]

11 minutes ago, Mary229 said:

I wonder if the standard is maintained during this trying time for the industry.   Truly, it is not an industry that the best and the brightest are aspiring to at this moment.  

PCC’s are working remotely as is their supervisor.  The job must be very challenging with all the cancellations and promos.  An experienced PCC who knows HAL and enjoys the job is a gem.  

 

 

[Djptcp]

i normally prefer booking our cruises, but I have had to use a PCC when booking special casino cruises on Holland. Our PCC we had used for a number of years survived the first personnel cut, but then I received an email from her early last Fall that she had been laid off. She recommended a woman to me that I had used once when she was on vacation. I have been very pleased with her, especially through the many HAL cancellations and her extensive experience. I guess the OP will just have to call HAL for a new PCC. I wish we could give recommendations.

[Mary229]

4 minutes ago, oaktreerb said:

PCC’s are working remotely as is their supervisor.  The job must be very challenging with all the cancellations and promos.  An experienced PCC who knows HAL and enjoys the job is a gem.  

 

 

I agree but many are retiring now (according to my sources) and the newer reps are extremely pleasant but not seasoned 

Edited January 24, 2021 by Mary229

[oaktreerb]

3 hours ago, DaveOKC said:

Forgot to add - if you are not happy with the new PCC, just call the main number and ask to be reassigned.

 

or do what I did.  I called the Mariner’s Society and let them know I had a communications issue with the PCC I had been assigned.  They transferred me to the proper department and I was able to book my cruise with an experienced PCC who is now assigned to my account.  

[msmayor]

Thanks all for your comments.  I did a search on LinkedIn and found her, noticed she is working for a new company so I'm assuming she either got laid off or just opted to switch to a less volatile industry.

 

I'm considering trying to reach her through LinkedIn, if anything just to say thanks for all the great service.  She really was wonderful for us.

 

 

[srpilo]

It's a roll of the dice

I never needed or used a PCC, but after the cancellations last march, and with a large FCC, HAL appointed one to me without my asking, one day my phone rang and she introduced herself to me and explained when my FCC would finally show up, and when I could use it, ect ... Well since the first re-book , and then another needed rebooking, and then another HAL cancellation and rebooking again , for me at least her attitude slowly seem to sour, and became unproductive with negative responses and slow replies, so now I'm so sorry that I have a PCC connected to my simple reservation. The last of the HAL cancellations I tried to rebook by phone myself and I couldn't get a phone reservationist to help, they all insisted I need to go back to the PCC... Even a mainline supervisor wouldn't intervine other then to suposedly email the PCC department with a promise I'd hear back from a PCC supervisor within 24 hrs to release my reservation.... One month later still crickets

 

Last time for me, as soon as my FCC is used I'll never go through a PCC again- NEVER 

YMMV

[AV8rix]

I really feel for you @msmayor .  I've had the same amazing PCC for 11 years now, don't know what I'd do without him.  Do you happen to be on FB?  There is a group there called Holland America Line Fans. <-- this may not be permitted, so may be removed before you see it.  But if you see it, know that there are many in your situation and the members of that group are assisting those affected, with recommendations for good PCCs whom we are permitted to name on that site.

Edited January 24, 2021 by Av8rix

[kevingastreich]

Our long time PCC (Who used to be a Cruise Director and is VERY knowledgeable about HAL) also left HAL a few month ago and is with a new agency.  He E-mailed us his contact info and we are looking forward to working with him. He has already showed us many ways that we get more value working with him now that he is gone from HAL. We feel that now we are getting the best of both worlds!

[sfaaa]

2 hours ago, Gail & Marty sailing away said:

PCP take a on line course about 30 people per class , at the end of the course  about only 6 people   pass.

I bet majority of veteran cc members will pass the same course 110% at any given time. Many here are pros when it comes to the subject of cruising.

[rkacruiser]

52 minutes ago, kevingastreich said:

  He E-mailed us his contact info and we are looking forward to working with him.

 

Interesting that there was a "no compete" requirement when he left.  

 

I had an experienced agent who left her Seattle agency for a new one that was created by others from that company.  I could not use her her services for one year because of that "no compete" clause when she left.

 

Having had a booking made by her before she left, I was assigned a different agent whom I knew when that person was a cruise staff member during my world cruise.  I did not care for her then and was displeased that I was "so assigned".  I voiced my objection to the agency.  After researching the agents still employed, I selected an experienced one that I thought would be most satisfactory for me.  The woman was assigned to my account.  She did what "she needed to do", but was not as responsive to phone calls/e-mails as my previous agent.  Never heard anything more from her once that cruise was over.  She is an agent whom I will never use again.  Will I patronize the agency itself again?  The hosts that they provide on long cruises are experienced, welcoming, friendly, helpful.  They add a qualitative difference to my cruise.  Booking such a long cruise without these individuals because the "new agency" does not employ them will be a difficult decision.  

 

  

[KirkNC]

Glad so many have found good PCC’s  but we have over 800 days on HAL and have never even talked to one.  We prefer the savings of alternative booking venues.

Edited January 25, 2021 by KirkNC

[msmayor]

1 hour ago, KirkNC said:

Glad so many have found good PCC’s  but we have over 800 days on HAL and have never even talked to one.  We prefer the savings of alternative booking venues.

 

Maybe this sudden loss of our PCC is the right time to consider some of those alternatives.  

 

@Av8rix, thanks for the suggestion...I may give that a try.  To everyone else, I really appreciate your comments.

[DeeDee Groff]

4 hours ago, KirkNC said:

Glad so many have found good PCC’s  but we have over 800 days on HAL and have never even talked to one.  We prefer the savings of alternative booking venues.

 

Ditto!