Help Please! I think new PCC is giving me wrong information.

[CruiseMob]

I haven't sailed for a bit due to Covid and then cancer treatments. Am getting back into sailing and had an email that I had a new PCC. I asked some questions and I don't think she gave me correct information and now I'm not sure what to do. The items I don't trust are:

 

1. After a relatively long phone call discussing my questions she said she would look up quotes. I asked if she could just send them to me by email so I could read them when I was available. She said she would. After a few hours I received an email back  where she said "It has come to my attention that we no longer send quotes to guests, I would like to continue our conversation." Is this legit? Is it new in the last 6 months? Seems so odd that I'm supposed to sit on a phone call for long period of time while she lays out a quote and the promotion details, frantically taking notes. 🤯 When was the last time you had a quote by email? 
2. A new thing I saw online is if I booked cruise only (no package), it said the deposit is non-refundable. This is new to me, so I asked can you move the deposit to a different cruise if you can't make the booked one or if you just lose the deposit with any change. She told me that "what you do is not cancel, but wait until after PIF and the Cancellation Insurance Policy kicks in, then you can change to a different cruise and not lose any money." This seems totally wrong to me as everything I've read says, I'd be out the insurance money and it only pays out at 80% or 90%, so it may be a bigger loss than the deposit. Am I missing something in the policy where this would be true?
3. I told her we may have a 3rd person, but I wasn't sure yet, as it would be my son asking a friend. I asked if it would be better to book a 3rd person now and then change the name later (if needed) or if it was better to just add them later. She told me I can just "wait to add them and there would be no cruise fair for a 3rd or 4th person". Being a 3 star mariner it say's I can get 50% off on select sailings, but free fare only kicks in for 4 and 5 star mariner on select sailings. Does anyone know if she is correct or if there is some promotion right now? If someone has the list of select sailings that would be really helpful, as I can check if I can at least get the 50% off. 

 

Last but not least, if as I suspect she is giving me wrong information, how would I go about getting a different PCC that will give me correct information. 

 

Thanks everyone in advance! 

[REOVA]

I found no benefit with using PCC since they work for HAL and from what others say, there is various misinformation depending on who you talk to (That goes also for calling customer service). I always use a private TA or big box agent for the benefits (lower price, additional OBC, etc).  Seems odd that they wont send you a quote that you can get online for free. Maybe do a dummy quote online and then discuss what PCC is offering. There are different prices for basic non refundable and HIA that only show up on HAL'S website. A TA can provide other options (I just booked a refundable deposit which was slightly more than non refundable and then booked wifi separate since we don't need the HIA). There may be a promotion for 3rd or 4th but you have to find out if you booked a 3rd now would they require a new booking if removed, and would you lose any benefits if different from the time of initial booking. HAL is wishy on that as a pricing specialist/manager would have to adjust if customer service won't. Curent promotions are "Time of your Life Sale" which includes balcony upgrade for the lowest cabin category, OBC, reduced deposit, beverage, excursions dining and wifi and 50% off for kids. Also promotions for Alaska and Europe so you have to check HAL'S website to make sure. Even free 3/4 guest is only on select sailings for 4 and 5 star. I dont see a free guest for other mariners. What sailing did you discuss with the PCC? 

[CruiseMob]

I've never used PCC for booking, I've always done it myself online so I had full control of things. But I had questions so I thought I could email and get answers, then asked for the quotes because she was talking about offers I didn't see online. 

 

I was looking at Eurodam in Alaska for 2025.

 

I did find the following on the cruise only. Maybe this is what she was trying to explain with the cancellation protection, but it's not what she said. 🤷‍♀️

 

"This is a special fare and certain restrictions apply. This promotional fare has a 50% reduced deposit that is 100% non-refundable unless one of our Cancellation Protection Plans is purchased at time of booking."

[crystalspin]

47 minutes ago, CruiseMob said:

Am getting back into sailing and had an email that I had a new PCC. I asked some questions and I don't think she gave me correct information and now I'm not sure what to do. The items I don't trust are:

I love my PCC. She may "work for HAL" but she saves me money all the time.

1. I email her with questions, and SHE calls me with the answers.

 

2. The website only shows two fares "best price" which has nonrefundable deposit, and "best value" which has refundable deposit but is obviously much more (although if you want a beverage package and any one of the other options it IS a value in my experience). But your PCC should have told you about the OTHER fare, called Advantage fare, which is barebones but has a refundable deposit. (Your reasoning about buying a protection plan and getting only a percentage back is absolutely correct.) (Oops, the special fare may throw a wrench in my explanation but she should see ALL the prices WITHOUT staying on the phone for hours.)

3. You should always book the 3rd person, as sections of rooms are lifeboat-capacity controlled. I have never found a cabin with the 50% off (but have not added a third in some time). A PCC should know about that too. If I was looking for such a cabin -- See answer #1!

 

Call the PCC number and do not put in an extension. Listen to menu until you can talk to a person. Ask for a manager. Tell them you know more than the assigned PCC and she needs more training, and YOU need an experienced PCC.

 

Someone said that menu has changed, so if necessary call the general number and ask for a PCC manager.

 

Good luck!

[CruiseMob]

Thanks, appreciate the info and suggestions. 

[YourWorldWithBill]

1 hour ago, CruiseMob said:

Thanks, appreciate the info and suggestions. 

Just to add a note to @crystalspin's suggestion: when you call, if they ask you to tell them the issue and they will convey it to a supervisor, as there might be a long hold time, just be prepared to hold.

Once I tried leaving a message and got no response, but when I insisted on holding (for a long time), when I spoke to the supervisor they referred me to a great PCC that I really like.

[crystalspin]

2 minutes ago, YourWorldWithBill said:

Just to add a note to @crystalspin's suggestion: when you call, if they ask you to tell them the issue and they will convey it to a supervisor, as there might be a long hold time, just be prepared to hold.

Once I tried leaving a message and got no response, but when I insisted on holding (for a long time), when I spoke to the supervisor they referred me to a great PCC that I really like.

Ya, supervisor. Manager may be the wrong level to get desired response!

[CruiseMob]

Thanks! So one more quick question. How do they save you money? In other words, can they save you money that isn't online for you to book yourself? I'm asking because I've always just booked myself and the few times I've asked for a quote they either came in identical to what I could do myself or one time a little higher. I hate having to sit on the phone, so I'm weighing if it is worth it to me or not. 

[daisy-mae]

54 minutes ago, CruiseMob said:

Thanks! So one more quick question. How do they save you money? In other words, can they save you money that isn't online for you to book yourself? 

That was my observation years ago when I asked a travel agent specializing in cruises to book a cabin for us. Although she had a direct line to the HA, the price quoted was the same as the one I had found online. 

 

That said, there are advantages to booking through an agent who can give advice and help if you encounter any snags.

[cruising Katie]

I agree with Crystalspin, I  have always used the same PCC and as a 4 * now would never consider a TA.  She always calls me back if I email her.  She gets me the best price, with the best credits and bonus's.  Sorry you have had an unfortunate experience.  They to me, have been a wonderful company to deal with, when I have had the occasional issue. 

I hope it works out for you.

Kate    

[crystalspin]

1 hour ago, CruiseMob said:

How do they save you money? In other words, can they save you money that isn't online for you to book yourself? I'm asking because I've always just booked myself and the few times I've asked for a quote they either came in identical to what I could do myself or one time a little higher. I hate having to sit on the phone, so I'm weighing if it is worth it to me or not. 

I hate the phone with a burning passion!

 

I first started using a PCC when I went to cancel (on the last possible day) a booking for TWO Lanai cabins, that I had made myself -- only to find the phonelines were not open: the company was taking an early day off for a holiday that fell on a weekend. I was frantic, but remembered the header on an email that I had a Personal Cruise Consultant. I emailed and phoned her extension, leaving date-stamps, and I was refunded that reservation! I hadn't even made the booking through her!

 

When that PCC retired, I was automatically assigned to her colleague, that I had spoken to before when she was 'covering' for first one's time away. Second one is even better than the first. She warns me about booking anything that might be non-refundable. She called Inventory to let me book two cabins that were available on each half of a B2B, but not listed as available for the combined voyage (the combined was significantly cheaper than buying each half separately, so there is some $$$). PS that is the longest I have ever been on hold with her.

 

More recently, she was able to give me a higher-level cabin (an upgrade) at the first-published rate and keep my Early Booking Bonus perks -- some six months later! (Note, this only worked because I was moving UP not DOWN.) Now, it's possible that a brick-and-mortar TA would have known about that ability... but I somehow doubt it. Also I don't believe there is a B&M TA within a hundred miles of my small city! 

 

So, no, she rarely saves me money off the original fare on booking, but she stops me from losing money, and when changes have to be made -- she has been invaluable!

[crystalspin]

5 hours ago, crystalspin said:

3. You should always book the 3rd person, as sections of rooms are lifeboat-capacity controlled.

Further on the 3rd (or even 2nd) person cancellation: DO NOT call and cancel them. Or at least do the math (check it twice) and figure out what a re-faring will do to your fare and perks. Just show up at the counter and say, They had car trouble, or the like.

 

Even with Platinum Cancellation Protection, it was cheaper for my aunt not to show, than to rebook my mom as a solo. 

 

Edited January 7 by crystalspin

[Bill B]

6 hours ago, REOVA said:

Curent promotions are "Time of your Life Sale" which includes balcony upgrade for the lowest cabin category...

 

The 'free' upgrade is not for the lowest Cat., it is from Obstructed Oceanview to Veranda. However, they increased the price of Obstructed Oceanview rooms to those of Verandas for the sale. 😂

[YourWorldWithBill]

Whether or not you get a break or find a good deal through a PCC, I've found that there are usually questions that pop up (in my special head). Rather than call or email a random person, it's great to have someone you trust who can give you the right answer (you hope).

 

By the way, I'm the opposite of @crystalspin regarding phone vs. email. ! I prefer to talk to someone. That's probably because I'm confused and have subsidiary questions to my main question.

[oakridger]

I am fine doing business by phone, but always ask for a follow up email detailing what was discussed.  It's an entrenched habit from my working days when people often "forgot" they said something or "remembered" that I said something that I hadn't.  Always get it in writing!!

 

I do use a Travel Agent though who gives me the same price as HAL but also gives me extras like OBC and flowers and wine!!  💲🌺 🍷 😉

[kazu]

10 hours ago, crystalspin said:

More recently, she was able to give me a higher-level cabin (an upgrade) at the first-published rate and keep my Early Booking Bonus perks -- some six months later! (Note, this only worked because I was moving UP not DOWN.) Now, it's possible that a brick-and-mortar TA would have known about that ability... but I somehow doubt it.

 

A good TA (or PCC) is worth their weight in gold.  I can assure you a good TA knows as much if not more than a PCC  and has the ability to do what your PCC cid. 😉 

 

You don’t have to use a TA in your city/town.  Mine is far away (just like your PCC) and we get everything done by phone and email.

 

 

4 hours ago, oakridger said:

I do use a Travel Agent though who gives me the same price as HAL but also gives me extras like OBC and flowers and wine!!  💲🌺 🍷 😉

 

Ditto 🙂  

[cbr663]

16 hours ago, CruiseMob said:

Thanks! So one more quick question. How do they save you money? In other words, can they save you money that isn't online for you to book yourself? I'm asking because I've always just booked myself and the few times I've asked for a quote they either came in identical to what I could do myself or one time a little higher. I hate having to sit on the phone, so I'm weighing if it is worth it to me or not. 

 

I think the way you save money is by not making any mistakes when booking online.  And it can be difficult as in many cases us passengers know more about HAL policies than many of the PCCs do.

 

The challenge with booking yourself is being able to get exactly what you want.  HAL has an inefficiency built into its booking system in that generally, if you want a refundable fare, you must call in.  HAL rarely allows refundable fares to be booked online.  Sometimes it will allow a refundable fare when bundled with the Have It All promo, but selecting just the refundable fare only is rarely an option online.  This typically means when wanting a refundable fare, you have to go online and go through all the steps to view cabins and fare types and get all the way in the booking process to find the cabin you want and then call to actually book it.  It's madness, but it obviously works in HAL's favour else they would change it.

 

The current booking process is cumbersome and I have found inexperienced PCCs are easily identified by the ease in which they handle the call and the terms that they are using.  Last year I had a PCC referring to my Future Cruise Deposit as a Future Cruise Credit and these are 2 very different things.  Newbie.  And I have been quoted incorrect fares by PCCs in the past and I have learned you really need to know the process and fares when adding Club Orange to your booking as I have had to explain to one PCC the benefits of Club Orange and to not fare me for the highest category cabin even though I was requesting that cabin.  (BTW - if you want to add CO to a booking you must call).

[CruiseMob]

Thanks everyone. I appreciate all the suggestions. I wish I knew how to find an amazing TA that gives OBC or other extras. I just haven't been lucky enough to find one of them. Every one I look at offers nothing above the published fare online. Oh well I guess I'll just keep researching for my questions and book myself. Well either that or resign myself to being on the phone for a fair amount of time to get a supervisor that will hopefully give me a PCC with answers I can trust. 

 

Thanks again.

[cbr663]

On 1/6/2024 at 2:22 PM, CruiseMob said:

 

 

...

A new thing I saw online is if I booked cruise only (no package), it said the deposit is non-refundable. This is new to me, so I asked can you move the deposit to a different cruise if you can't make the booked one or if you just lose the deposit with any change. She told me that "what you do is not cancel, but wait until after PIF and the Cancellation Insurance Policy kicks in, then you can change to a different cruise and not lose any money." This seems totally wrong to me as everything I've read says, I'd be out the insurance money and it only pays out at 80% or 90%, so it may be a bigger loss than the deposit. Am I missing something in the policy where this would be true?

I would definitely consider it as poor advice for you, great for HAL.

 

HAL actively promotes its non-refundable deposit.  So much so that I consider that HAL isn't very transparent with its different fare structures.  You need to understand that with HAL, its non-refundable deposit is just that - non-refundable.  There have been other posters on CC stating that other cruise lines have more flexibility with non-refundable deposits, but HAL does not.  

 

Like every other business, HAL's business practices are to do what's in HAL's best interests.  A non-refundable deposit generally ties the passenger to a booking making the booking much more secure for HAL.  As many of HAL's passengers are price sensitive, HAL has decided to actively promote non-refundable deposits as the lowest fare and to generally only offer refundable for those who call in.

 

Always remember that the PCC you are talking with when you call has one job to do - to sell a cruise.  A PCC is a salesperson plain and simple.  A PCC works for HAL, not you.  And as a salesperson, PCC's have been trained to overcome objections.  An easy way to overcome the objection to a non-refundable deposit is to upsell the Cruise Cancellation Plans, especially emphasizing the "cancel for any reason" mantra.  So what you experienced was a sales pitch, and yes, you are correct, there are costs associated with the cruise cancellation plans, (the comment that you would not lose any money isn't true) including the cost of the actual plan and the co-pay portion.  It's technically a work around to a non-refundable deposit, but not a very good one for the passenger when a more obvious workaround exists - just purchase a refundable deposit.  BTW - depending on the cruise, the fare with a refundable deposit isn't much more than the fare for a non-refundable deposit.  Certainly much, much less than the cost of the Cruise cancellation plans.  

[mawvkysc]

I have had success finding a TA using  a website that lets you put in the cruise you want. Different TAs compete for your cruise business by sending you offers. I’m sure I can’t name the website.here Now that I have a TA that I like I will just go straight to him next time. 
 

 

[Toofarfromthesea]

8 hours ago, mawvkysc said:

I have had success finding a TA using  a website that lets you put in the cruise you want. Different TAs compete for your cruise business by sending you offers. I’m sure I can’t name the website.here Now that I have a TA that I like I will just go straight to him next time. 
 

 

 

That has been my practice as well.