Tier-Structured Mariner Program

[Krazy Kruizers]

It does quite nicely address the question of more credit for booking higher end cabins, though, don't you think?

 

Curious what you think...does it make you grumble that inside "elites" would get some of the "suite" perks?

 

Not in the least!!

Things like that don't bother me.

[SeaMatesNYC]

Peter,

 

I get you completely. But there is something about the days=medals system (with really nothing to show for it) that is then somehow interwoven with the suite perks (and the threat to them should any of these bennies also start going to tier members as on Princess) that just gets all emotional.

 

It's really great that some know crew "personally" but that does not mean that the loyalty identifiers Peter is getting at are not valid, whether you have chosen to develop a "personal" relationship with the staff or not...some people just go on holiday to "get away from it all"...and are really just looking to have polite, efficient and quality service. I, for one, would be quite embarrassed to have the receiving line "held up" for a five minute chat with the Captain.

 

It is clear to me when your key card is gold or silver or diamond, etc. you will be immediately recognized on other lines. Not that those without get 'bad" service, just maybe not something above-and beyond. I have had staff on HAL tell me I should wear my pin for "better" service. But I am sorry, I may be in my bathing suit! And it is not jewelry I would wear to dine. As has been pointed out, the crew should know who the loyal passengers are, their cabins, their tables, and recognize them (by the key card) at point of service.

 

Just my thoughts...

[Krazy Kruizers]

They know how many sea days people have.

 

Who on the ships know how many days you have?

 

 

Our cabin steward doesn't know, our dning room staff don't know, people in the Pinaccle don't know. The people in the Lido don't know how many days we have. No one at the bars don't know how many days we have. And many of our concierges never know how many days we have until just before the Mariner's lunch.

And I can bet that that is the same situation for 99.9% of HAL's passengers.

[SeaMatesNYC]

Who on the ships know how many days you have?

 

Exactly. Some may know if you have like 1,000 days and practically live on the ships...but the vast majority of passengers - they do not know. And I will not wear a pin! I don't need other passengers to know, but it would help if the account, and my card, showed my loyalty so the staff knew...

[sail7seas]

And I propose that in many (most ?) cases they do know who the very high Mariners are.

 

I cannot confirm, of course, that every person with lots of days is receiving benefit of 'recognition' but I suspect that is probably the goal though perhaps not always achieved.

[sail7seas]

They know how many sea days people have.

 

Who on the ships know how many days you have?

 

 

Our cabin steward doesn't know, our dning room staff don't know, people in the Pinaccle don't know. The people in the Lido don't know how many days we have. No one at the bars don't know how many days we have. And many of our concierges never know how many days we have until just before the Mariner's lunch.

 

And I can bet that that is the same situation for 99.9% of HAL's passengers.

 

How do you know that to be true?

 

Has someone actually told you no one on the ship knows who has lots of days?

 

 

SeaMates,

 

I assure you people with manners know better than to have a five minute chat with the Captain in a receiving line.

 

'Good evening, Captain. Nice to see you' suffices. Private chats are reserved for more appropriate times.

[Krazy Kruizers]

And I propose that in many (most ?) cases they do know who the very high Mariners are.

 

I cannot confirm, of course, that every person with lots of days is receiving benefit of 'recognition' but I suspect that is probably the goal though perhaps not always achieved.

 

Sorry -- I infact know that crew do not know how many days we have or others have.

Many times we have been asked if this is our first cruise.

When we attended 2 Mariner's awards ceramonies on different ships, and our names were called out along with the days we had, both captains commented that they didn't know we had that many days.

The crew and staff do not have time to check lists and know who the high day count Mariner's are.

[Krazy Kruizers]

 

 

 

 

How do you know that to be true?

 

Has someone actually told you no one on the ship knows who has lots of days?

 

 

 

The crew and staff are only given lists of passengers -- not days!!

Many times in the bar and elsewhere on the ship we have been asked if we are first time cruisers OR if this is our first HAL cruise.

[sail7seas]

Hmmm....... ?

 

Odd

[SeaMatesNYC]

I have been told for certain by service staff that nothing on your card gives any indication. Hence the request to "wear the pin".

 

Agreed, the "five minute" example was an exaggeration and certainly bad manners, but it has been known to happen...someone wears their big hunkin' medalion and feels entitled...just sayin'...

 

My point is, let's not confuse personal relationships with staff with a discussion of loyalty recognition that has nothing to do with whether you are remembered by face or name. I don't see why a personal bond need be involved. It is nice when it happens as I have had staff recognize me, a year later, but that is likely owing to the multiple trips up to the pool bar!:D

 

Now that I think of it, they should track on-board revenue in addition to days! They may at corporate, but don't even try to tell me the ships' crew know!

[sail7seas]

Lots of assumptions and suppositions.

 

Many of our conversations with officers started because they recognized we are frequent cruisers. Whether or not we became 'friends' or not started only because of the frequency of our cruising with HAL. Crew often goes from one ship to another and they have a wonderful facility for remembering and recognizing.

 

It is, afterall, the hospitality business.

 

Your key card does not indicate anything other than suite or non-suite guest.

[CowPrincess]

My thinking is that there would be premium service for the upper HAL tier - whatever that is. 300 days, 400 days, 500 days? What percentage of passengers on average HAL sailings have 300 days or more? 10%, 20%? I have no idea. HAL would have to structure the program so they service the most loyal - it couldn't be designed for everyone.

 

It would be benneficial if top-level mariners had extra services such as a dedicated phone support line for a ship services "gold desk". No new reps on the line - only those with extensive experience and exceptional service skills.

 

To me, this seems like "classism". Reserving the "best" service for long-time cruisers means that the other cruisers will receive "not best" service. Perhaps HAL should be rewarding and encouraging new cruisers with the best service available, instead of making them feel like they aren't as important as people who've travelled HAL a lot. Maybe that "newbie" has 200 days on RCCL, and is looking for a new "cruise home".

 

IMHO, if a business wants to reward long-time customers, it needs to be done discreetly. Perhaps an onboard credit, or meaningful discounts on future cruises. Something that is between HAL, the cruisers, and their credit card company, that no one else needs to know about.

[sail7seas]

To me, this seems like "classism". Reserving the "best" service for long-time cruisers means that the other cruisers will receive "not best" service. Perhaps HAL should be rewarding and encouraging new cruisers with the best service available, instead of making them feel like they aren't as important as people who've travelled HAL a lot. Maybe that "newbie" has 200 days on RCCL, and is looking for a new "cruise home".

 

IMHO, if a business wants to reward long-time customers, it needs to be done discreetly. Perhaps an onboard credit, or meaningful discounts on future cruises. Something that is between HAL, the cruisers, and their credit card company, that no one else needs to know about.

 

Cow Princess. You are exactly right and as far as I know, every crew person does their very best for every HAL guest.

 

Any recognition of the frequent cruiser is the same as in any business. Your favorite restaurant recognizes you when you come in. The folks in your hair salon know you. The Officers/crew on the ships know their frequent guests.

 

I have never met a crew person who did anything but their best to give every guest the best cruise they can.

[BoiseIdahoSpud]

Yes - every passenger is entitled to an outstanding level of service, regardless of cabin category or days sailed. There is absolutely no question about this.

But...

It is simply good business to make sure your most loyal passengers can be identified by the crew so they can make extra-sure they are 1) thanked for their loyalty to the line and 2) have any issues or requests resolved with priority.

This is not classism - it's strictly good business sense.

Suite perks should remain an exclusive benefit for those who choose to pay for such accommodation. But perhaps a top-tier mariner booking a veranda cabin might receive (on a limited basis - maybe once per calendar year) a confirmed space-available upgrade to a suite. Or outside to veranda, inside to outside, etc.

Identifying status on the seapass/keycard is a basic and simple good first step. I agree that one shouldn't have to wear jewelry to self-identify as a loyal passenger unless they so choose.

Pete:)

[AirGorilla]

Yes - every passenger is entitled to an outstanding level of service, regardless of cabin category or days sailed. There is absolutely no question about this.

But...

It is simply good business to make sure your most loyal passengers can be identified by the crew so they can make extra-sure they are 1) thanked for their loyalty to the line and 2) have any issues or requests resolved with priority.

This is not classism - it's strictly good business sense.

Suite perks should remain an exclusive benefit for those who choose to pay for such accommodation. But perhaps a top-tier mariner booking a veranda cabin might receive (on a limited basis - maybe once per calendar year) a confirmed space-available upgrade to a suite. Or outside to veranda, inside to outside, etc.

Identifying status on the seapass/keycard is a basic and simple good first step. I agree that one shouldn't have to wear jewelry to self-identify as a loyal passenger unless they so choose.

Pete:)

 

Pete --

 

You are making perfectly good sense to me. A good analogy might be the Frequent Flyer Programs of major airlines. For example, I have over 3 million miles on a certain major airline, and am a top-tier member of their program. My boarding pass, luggage tags, etc., all contain that info, so it is easy for the employees to recognize my "status." I sure don't know the pilots, FA's, GA's, etc., on a personal basis -- but I certainly receive fine service!

 

Room keys coded with the similar info from HAL would go a long way to identify their most frequent guests. (In my opinion, those clunky medals are hideous!)

 

Some level-specific perks (regardless of cabin class) should be part of each cruise. Perhaps free internet, free cocktails, match play chips for the casino, free dinner in the alternative restaurant, etc., could be included in the "rewards" list. Some occasional rewards, such as upgrades, OBC, etc., could be included in the program as threshold awards (for every 10th cruise, or every 100 days, etc.)

 

This is a fun thread. Thank you for starting it!!

 

AG

[GS99]

Stream of consciousness response to this thread:

 

1. It appears some think high day cruisers should get first class treatment and the lower days folks should get "second class" treatment. Not really good for HAL's future business - as the "second class" folk are going to see/feel second class and try other lines while the first class folk are eventually going to stop cruising (death/senility/finally running out the pot of cash). HAL loses on both fronts.

 

2. HAL's real concern (at the bean counter level) likely is profit margin per PAX, not days at sea or anything else. If I were to take a 7 day inside cabin special and lose a gazillion dollars at the casino, I'd bet they'd like to GIVE me the next cruise for free, next week -- to get me to come back and lose some more.

 

3. Is someone who takes four seven day cruises in a year (28 days for those keeping score) more or less loyal than someone who takes one 35 day grand voyage in the same year. Who deserves more perks, respect, fawning, etc?

 

4. I'd much rather see CASH (whether that be in the form of OBCs or discounted fares) than "special" service. It will never be totally "fair" how HAL structures it. They also know what their objectives are and so will structure it to meet those objectives. (Remember my gazillion dollar loss at the tables!)

 

5. I expect, if not demand "special" service 'cuz HAL is in the service industry. I expect it for me and for all the rest of you. They do a damn fine job, as far as I could tell from our recent 20 days.

 

6. My sole criteria for my next booking is whether of not I am going to be able to afford a cruise, and OBCs or discounts are the sole thing that helps.

 

GS

[Krazy Kruizers]

But...

 

It is simply good business to make sure your most loyal passengers can be identified by the crew so they can make extra-sure they are 1) thanked for their loyalty to the line and 2) have any issues or requests resolved with priority.

 

 

Pete:)

 

Unfortunately HAL does not do this.

Having 48 cruises with HAL -- and captains don't even know we have sailed quite a bit with HAL -- and, etc., as I stated in previous posts -- just indicates to me that HAL recognizes a very small percentage of people and counts on the rest of us to stay loyal.

[Krazy Kruizers]

GS99

You have a lot of good thouhts.

We do sail in only SA Delux suites -- and we don't expect to have the red carpet rolled out for us while others get no carpet. And I can assure that on our cruises the majority of the time we are treated no differntly than those in an inside cabin. And we have been fortunate the last couple of years to cruise at least 40 days a year.

[the_dylaness]

I haven't reached any level of real significance with any line, but I anticipate that in the future I am going to. Will the repeat pax perks of a certain cruise line (any cruise line) keep me coming back for more? Maybe--- if all other things are roughly equal but one line gives me EXCELLENT perks for being a repeat passenger, I'd be silly not to go with the line that recognized my loyalty.

 

I do NOT think that suite perks should overlap elite perks--- what if you're both? What's the point of spending extra $$ on the suite when you get all or most of the benefits (except of course, space) anyway?

 

From my knowledge of HAL's reward program, they have some improvements to make. I don't know that the "cruisers of the future" (myself included-- I have a LOT of cruising years ahead of me) will be thrilled at the concept of a pin or a tile. Perhaps these could be amongst the options at the high levels (so as to satisfy those with traditional tastes) but other benefits of equal value could be selected as well for those of us who wouldn't enjoy those things as much.

[Pettifogger]

What a difficult subject.

I believe that there are still one or more cruise lines which segregate passengers into different classes. Since no one has to cruise and certainly doesn't have to cruise on a cruise line that segregates by class, I don't see how anyone could be justified in complaining. I'm glad that option exists in case I should ever want to try it.

Cruise lines that do not segregate passengers into different classes have the problem of rewarding passengers who pay more without offending the passengers who pay less. After all, in this economic environment every passenger is important, even though some may be more important than others.

While "non-competitive perks" such as OBCs for those who are paying more for their current cruise or have paid for numerous cruises in the past shouldn't offend new or "steerage" passengers unless they are consumed by envy, "competitive perks", such as the privilege to "shoulder ahead" of less privileged passengers with respect to such things as dining are a different matter. When I suffered that indignity myself, I didn't like it.

If I were asked about "perks" on one of those "let us know" forms, I would suggest that HAL should concentrate on doing what it has been doing so well; that is, providing an excellent value premium cruise experience and be very careful about keeping their generosity to their most valuable passengers in forms that the "steerage passengers" would not be justified in resenting.

[RuthC]

It is simply good business to make sure your most loyal passengers can be identified by the crew so they can make extra-sure they are 1) thanked for their loyalty to the line and 2) have any issues or requests resolved with priority.

In a few weeks I will have sailed on HAL for over 400 days, so I believe I count as one of your "high number" Mariners.

I'll let you know that I don't need or want any of what you have listed. I don't need to be selected out for any treatment; I think everyone on the ship should feel they are being treated as special.

 

What I do want is for HAL to continue to provide the kind of cruise I have come to enjoy. I want the service levels maintained, the food to be delicious and varied, the ships to exude a quiet elegance.

And my pillow chocolate. ;)

 

If HAL wants to do anything to change the loyalty program, I'll be happy with an OBC which increases on a sliding scale.

[kryos]

Unfortunately HAL does not do this.

Having 48 cruises with HAL -- and captains don't even know we have sailed quite a bit with HAL

The captain might not be expected to know it. His job is to drive the ship and see to it that everyone onboard is safe. Everything else with him is gravy.

 

But the hotel manager ... that's the one who should be very much aware of the high level Mariners onboard his sailing. If he is clueless, then he's not doing his job, IMHO.

 

Blue skies ...

 

--rita

[kryos]

Why do you factor OUT suites. We pay a lot more money for those Suites. I think it definitely is a factor that whatever might be Mariner awards do not duplicate those amenties we pay for in our Suite fare. We would get nothing that other Mariners benefit because we have already bought that amenity in our Suite fare (those of us who have sailed a great many days in Suites) ...... And we will have paid for an amenity which becomes worth far less if more are entitled to it by virtue of days sailed. We 'buy' priority embarkation/disembarkation, we pay for priority tendering. Please do not simply dismiss this out of hand.

I think what the OP was saying was that suites or inside cabins shouldn't matter in determining Mariner awards. The awards should be based strictly on Mariner "tiers." Suites get their own set of bennies, and rightfully so.

 

Blue skies ...

 

--rita

[kryos]

The crew and staff are only given lists of passengers -- not days!!

Let me tell you an interesting tidbit ... something I found out on my last cruise.

 

Toward the end of the sailing ... maybe three or four days prior to disembarkation, I saw a group of people surrounding a flip chart in one of the staff areas on my deck. They were going through some sort of list that was displayed there. One of the people was an officer from the housekeeping department, whom I had gotten to know over the course of the cruise.

 

Later on I was teasing her ... "high level cabinet meeting there, huh?" She told me that they have them before every cruise. What they were going through was the list of people on the next cruise who would be in each cabin, noting if any of them were "VIPs" such as very high level Mariners, press, influential travel agents, etc. They want the cabin stewards to know that while they are expected to do a great job for all of their passengers, there are certain ones who they really need to take care of for various reasons.

 

So, yes ... they do know exactly who is staying in which cabin and any special distinctions they may have.

 

Now, as far as the dining room or bars/lounges, I can't comment on whether or not they receive notification simply because I don't know. Personally, I would imagine not, simply because there would be very difficult for them to identify these people. But, of course, this could be wrong.

 

Blue skies ...

 

--rita

[BoiseIdahoSpud]

If I were asked about "perks" on one of those "let us know" forms, I would suggest that HAL should concentrate on... providing an excellent value premium cruise experience and be very careful about keeping their generosity to their most valuable passengers in forms that <<non-tier passengers>> would not be justified in resenting.

 

Yes. This is exactly what I am talking about. Many service-oriented busines do this very well.

 

I think what the OP was saying was that suites or inside cabins shouldn't matter in determining Mariner awards. The awards should be based strictly on Mariner "tiers." Suites get their own set of bennies, and rightfully so.

 

Yes. Thank you, Rita.

 

Let me tell you an interesting tidbit ...What they were going through was the list of people on the next cruise...noting if any of them were "VIPs" such as very high level Mariners, press, influential travel agents, etc.

 

This is very good to hear. What I am suggesting is that every passenger list or identifier, whenever and wherever it is generated (housekeeping, hotel desk, bar, guest relations, dining room, casino, pinnacle grill, pier, etc., etc.) should automatically identify every passenger's tier status.