Trouble Booking Directly with HAL

[DesertDiva]

Sometimes I wonder if it isn't better to go through a travel agent. I've booked two cruises on HAL and have had "less than favorable experiences" both times. I feel that HAL needs to give these "customer service representatives" some sort of "people training." I'm sure they are fine for the most part, and I probably just got two "strange ones."

 

When I booked my New Year's cruise, the representative actually asked me (more than once) if I couldn't find someone to go with me so I wouldn't have to book a single. She may have been trying to be helpful, but I felt it was none of her business. I just wanted her to quote me the rates and book the cruise.

 

Last week when I booked the March 18th Oosterdam sailing, I got a "somewhat excitable" representative that kept interrupting me when I was mid sentence. I finally got frustrated and told her that "this wasn't working" and I'd call again to get a different representative. There was a brief pause and she said", "Let's go ahead and book this now." When I called again I got a more "normal" person on the phone.

 

I realize that some folks have "bad days," but working in a public profession doesn't give me the luxury of "spouting off." Therefore, I have little tolerance for what I consider bad manners when I'm the consumer.

 

In reading another thread on this message board, I found out that HAL does have a customer service department with "cruise consultants." I called the number and waited 45 minutes to talk to someone. When I finally got through, the "consultant" looked up my booking number and found that I had indeed been assigned to a specific "cruise consultant." I don't know how I was to know since I have never been notified.

 

I asked if my booking could be transferred to this person and was told "no." Even though it's still HAL, it's another department. So, live and learn. The price of the cruise was good and I've already received my documents. Now, I'm just going to forget the above and enjoy my cruise.

[djallar]

Still waiting for my "Cruise Consultant" to call me back...It's been 6 weeks! In the meantime, I found a great TA and booked two cruises through her.

 

HAL does seem to have some customer service issues including responding to emails in a timely manner.

[DesertDiva]

Gee, maybe I should look for a good travel agent.....

 

Still waiting for my "Cruise Consultant" to call me back...It's been 6 weeks! In the meantime, I found a great TA and booked two cruises through her.

 

HAL does seem to have some customer service issues including responding to emails in a timely manner.

[FlorenceItaly]

How frustrating, Cheryl. LACK OF CUSTOMER SERVICE is such a pet peeve with me. And, it seems anymore, it's standard. I have never booked with HAL, as the trips I have taken, I have found a better rate elsewhere on the internet. I know you got a good deal on this trip.

 

I agree, a good full service TA is worth her weight in gold. I have used one on 2 past cruises, and have one booked with her on an upcoming RCI. On my long HAL cruise she was $800 more than the lowest price I could find elsewhere. I would have preferred to book with her, but $800 was a big difference. I might add, that HAL is $1300 more, but keep in mind this is on my 30 day cruise. For this latest cruise, as you know, I used *****.com and took the lowest bid, sorta speak that came in.

 

Hang in there! When you get ready to book your next one, if you like, I can give you the name of the full service TA I am referring to. She is fabulous, and her speciality is solo rates. She was out of town when I booked the Oosterdam, and I needed to book quickly, so used the ***** service.

 

Marie

[booboo29]

In reading another thread on this message board, I found out that HAL does have a customer service department with "cruise consultants." I called the number and waited 45 minutes to talk to someone. When I finally got through, the "consultant" looked up my booking number and found that I had indeed been assigned to a specific "cruise consultant." I don't know how I was to know since I have never been notified.

 

I know what you are saying Cheryl. I too booked on the 800 number and when I called back to make a change, the person who answered the 800 number said she could not help me, I needed to speak to my Cruise Consultant. I was baffled because I didn't know I had a Cruise Consultant. It was a HUGE problem getting through to him as he was only interested in new bookings.

 

I still will book my own cruises, but l(ike another poster from another thread), I will ask if I am speaking to a Cruise Consultant and if I am, I will hang up and try again.:rolleyes:

 

Jennifer

[DesertDiva]

Jennifer,

 

It's a different number for the "Cruise Consultant":

(800) 355-3017

 

I finally reached mine and he told me if I would have booked directly with him I would have received $25.00 shipboard credit and two automatic upgrades! :mad:

 

I found out that they are actual travel agents working FOR HAL on commission. The one I spoke with had been a previous "reservation agent" on the other line you dial in on and now is a "cruise consultant." :o

 

It's like an internal promotion for them.

 

I too booked on the 800 number and when I called back to make a change, the person who answered the 800 number said she could not help me, I needed to speak to my Cruise Consultant. I was baffled because I didn't know I had a Cruise Consultant. It was a HUGE problem getting through to him as he was only interested in new bookings.

[FlorenceItaly]

How were you suppose to know???? I spend way too much time on these boards, and I have NEVER seen this discussed...never. Apparently it's a well kept secret that only HAL employees know about! I am sorry about all this Cheryl. It frustrates me, so I can only imagine how you are feeling.

 

Marie

[DesertDiva]

The way I see it is it's one of those "best kept secrets." I spoke this afternoon to my newly found "cruise consultant" and was hoping that he could help me. However, he said he couldn't since I was already booked. (Yeah, and with the same company he works for! ;) )

 

I really can't complain - especially after the very nice upgrade I received on my New Year's cruise. Live and learn..... However, it's really odd what one can find out once you start "digging!":o

 

How were you suppose to know???? I spend way too much time on these boards, and I have NEVER seen this discussed...never. Apparently it's a well kept secret that only HAL employees know about! I am sorry about all this Cheryl. It frustrates me, so I can only imagine how you are feeling.

[jhannah]

This really sounds screwy. Having to wait 45 minutes on the phone? Very bad. Having two different booking departments and the customer not being all the wiser? Hmmm.

 

OTOH, I can see how it's a delicate balance with HAL and their primary feeders ... travel agencies. HAL can't seriously undercut those upon whom they depend for bread and butter business. But it shouldn't involve rocket science to deal with the parent company.

[FlorenceItaly]

The way I see it is it's one of those "best kept secrets." I spoke this afternoon to my newly found "cruise consultant" and was hoping that he could help me. However, he said he couldn't since I was already booked. (Yeah, and with the same company he works for! ;) )

 

I really can't complain - especially after the very nice upgrade I received on my New Year's cruise. Live and learn..... However, it's really odd what one can find out once you start "digging!":o

 

Good attitude. And, you have satisfaction in knowing you have helped others on the board. Because now we know :). I am sorry it was at your expense.

 

Marie

[DesertDiva]

If you call and book directly with HAL there are two ways to do it.

 

1. 877-SAIL-HAL (877-7245-425)

This is the number that HAL lists on the website for contact. If you call this number and select "reservations," you will be connected to a "reservation specialist" who can book your cruise. However, these employees are monitored as to the length of the phone call. (They are trying to do their job in the least amount of time possible and go on to the next phone call.)

 

2. 800-355-3017

This is the number of the "Consumer Programs Department" where you can be connected to a "Cruise Consultant." The "cruise consultant" works directly for HAL, and on commission. (Many "cruise consultants are former "reservations specialists.") The "cruise consultant can offer consumers the same prices on HAL cruises, with the added feature of having a "personal contact" to call if there are further questions, etc... Also, the "cruise consultant" can offer "perks" such as shipboard credit, upgrades, etc... The are much like travel agents, but instead work directly for HAL.

[FlorenceItaly]

2. 800-355-3017

This is the number of the "Consumer Programs Department" where you can be connected to a "Cruise Consultant." The "cruise consultant" works directly for HAL, and on commission. (Many "cruise consultants are former "reservations specialists.) The "cruise consultant can offer consumers the same prices on HAL cruises, with the added feature of having a "personal contact" to call if there are further questions, etc... Also, the "cruise consultant" can offer "perks" such as shipboard credit, upgrades, etc... The are much like travel agents, but instead work directly for HAL.

 

Thank you, Cheryl. I have written this down in my address book. The next time I am looking to book I will give them a call. I would prefer booking directly, if it is cost effective.

 

Marie

[DesertDiva]

Your quite welcome Marie - every little bit helps. That shipboard credit could have bought a set-up in my cabin of Tangurey and Tonic! :rolleyes:

 

 

Thank you, Cheryl. I have written this down in my address book. The next time I am looking to book I will give them a call. I would prefer booking directly, if it is cost effective.

[FlorenceItaly]

Your quite welcome Marie - every little bit helps. That shipboard credit could have bought a set-up in my cabin of Tangurey and Tonic! :rolleyes:

 

If it's any consolation, I preordered that set up on the Zuiderdam, and it amounted to more than $25. However, in all fairness, it was a large bottle of gin. The problem was there were only 3 cans of tonic, and there was alot of waste due to not needing to consume a whole can per day. Ideally they need small bottles for the tonic water. Yep, I am a gin and tonic gal too :).

 

Marie

[refman]

we have booked several cruises with HAL consultants and never had a negative experience. they are always on top of any and everything. i booked two cruises on HAL thru the same travel agent and both times there was`nt one thing that went right. in both cases HAL bent over backwards to try and help make these trips enjoyable, so as far as booking thru an agent other than HAL,good luck. i should of learned the first time but i gave her the benefit and she did`nt let me down and made the second cruise worse than the first one.

[kakalina]

Thank you, Cheryl. I have written this down in my address book. The next time I am looking to book I will give them a call. I would prefer booking directly, if it is cost effective.

 

Marie

 

Marie, If you want the ext # of my cruise consultant with HAL, I've been dealing with him exclusively for years and he's great. Anyone want to know , just ask :)

[FlorenceItaly]

Marie, If you want the ext # of my cruise consultant with HAL, I've been dealing with him exclusively for years and he's great. Anyone want to know , just ask :)

 

I would greatly appreciate the extension number. Thank you.

 

Marie

[DesertDiva]

That's good to know. Next time I'll book directly with a "cruise consultant" now that I know they're there and I've been assigned one.

 

we have booked several cruises with HAL consultants and never had a negative experience. they are always on top of any and everything.

[DesertDiva]

Thanks for your concern. However, in the "scheme of things," this was a small mishap. I'm trying in my life to "not sweat the small stuff." There was an earlier thread about a mistaken $2.00 charge on a final bill from HAL. For the energy and time it would have taken to resolve it, I would have chosen to "let it go."

 

However, I'm glad I know the correct information now and can use the appropriate person to book in the future.

 

My focus is to have a wonderful Spring Break cruise with good food, a few (not too many) drinks, visiting some exciting ports, and most of all meeting new friends.

 

Good attitude. And, you have satisfaction in knowing you have helped others on the board. Because now we know :). I am sorry it was at your expense.

[Navy_Chief]

I booked my current cruise we are going on directly through HAL as the TA's could do no better with the price and had absolutly no difficulty at all. I booked 3 cabins and now one of the couples had to bow out. Again, no difficulty getting the deposited funds transferred between the other two cabins. I must just be calling the right folks at the right time I guess.

[DesertDiva]

Yes, and I bet you get more clout with being a Navy Chief! :rolleyes:

 

I booked my current cruise we are going on directly through HAL as the TA's could do no better with the price and had absolutly no difficulty at all. I must just be calling the right folks at the right time I guess.

[fb0075]

Just Curious,

Why would you pay 10-30% more thru HAL than any very reputable on line or brick and mortar TA?

FRANK

[Navy_Chief]

Just Curious,

Why would you pay 10-30% more thru HAL than any very reputable on line or brick and mortar TA?

FRANK

 

The best price I could find through the six TAs I looked at in my area only had a savings of $22 for the entire price (no big savings) including the one through the U.S. Navy Moral Welfare and Recreation Travel Agency over what I pay as a Mariner, so I saw no reason to go strait to the source and eliminate the middle man. What can I say? With that said, the first cruise I booked with HAL I did use a TA (and there is nothing wrong in doing so) and in that case, did see a 25% savings. Same with our first Carnival cruise. I'm not advocating one way or the other as to how people should book their criuse, mearly relating the facts for this particular booking.

 

As far as being a retired U.S. Navy Chief, I don't think HAL cares :)