Tier-Structured Mariner Program

[BoiseIdahoSpud]

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.

 

To be 100% clear...I am in no way suggesting or recommending what you describe. as you will read in the earlier posts on this thread.

[jhannah]

... I don't need to be selected out for any treatment ... 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.

Bingo! Well said. If they focus on this, they will continue to have their faithful Mariners return time and time again.

[BoiseIdahoSpud]

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.

 

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

 

 

Ruth:

 

To my knowledge, no one has suggested a decrease in overall service. Quite to the contrary in fact. I do like your sliding scale suggestion.

 

Pete

[sail7seas]

I could not agree more that every guest on every HAL ship on every cruise should get the best service possible.

 

I also agree with Rita's comment that they are aware of who are 'high day Mariners' or VIP of some sort. Though some here deny or do not know it, some Officers/crew know when they have a platinum medallion holder cruising with them.

 

Just because one does not know something does not mean it isn't true. To deny something happens because you have never personally been informed of it does no one any service IMO

 

Every guest should be treated excellent but there is nothing wrong with someone buying a Platinum Holder a glass of wine if they see them sitting in Ocean Bar. Nothing wrong with an Officer stopping for a chat if he passes by this person. Odds are good they have sailed together in the past and often have at least a passing acquaintance.

 

 

 

[RuthC]

Ruth:

 

To my knowledge, no one has suggested a decrease in overall service. Quite to the contrary in fact. I do like your sliding scale suggestion.

I didn't mention a "decrease" in service. I am not supporting your concept of an increase exclusively for those with many HAL sailing days. Everyone should have the same level of service---the level that drew me to, and kept me with, HAL in the first place.

[Krazy Kruizers]

Ruth:

 

To my knowledge, no one has suggested a decrease in overall service. Quite to the contrary in fact. I do like your sliding scale suggestion.

 

Pete

 

 

I mentioned this back in post #4 and some months ago when a similar topic came up.

[Krazy Kruizers]

Up-coming Noordam cruise -- new captain for us -- new HM manager for us -- no names we recognize -- thus no one will recognize us. But we aren't worried about that -- happens on nearly every ship we sail on.

Never have had an officer or anyone of that nature buy us a drink -- but that could be because we do not hang out at the lounges/bars.

As I said before -- on our last couple of ships, even our cabin stewards had no idea that we were veterans of HAL -- so I do not believe that they go over lists on all cruise ships.

[cruz chic]

As I said before -- on our last couple of ships, even our cabin stewards had no idea that we were veterans of HAL -- so I do not believe that they go over lists on all cruise ships.

Yeah I'm having a hard time swallowing that one too. Maybe in some isolated situations. I had something very strange happen to me on my last sailing. I went into the dining room at lunch one day and the guy at the podium called me by name. I had never seen him before and he wouldn't answer when I asked him how he knew me by name. The only thing I can think of is that they knew me from my dining problem before the cruise and they had a wanted dead or alive picture that they were throwing darts at:D.

[sail7seas]

Up-coming Noordam cruise -- new captain for us -- new HM manager for us -- no names we recognize -- thus no one will recognize us. But we aren't worried about that -- happens on nearly every ship we sail on.

 

Never have had an officer or anyone of that nature buy us a drink -- but that could be because we do not hang out at the lounges/bars.

Yes, it would be hard to buy you a drink if you aren't in a lounge. :D We like to socialize when we have our pre-dinner drinks. Each individual's choice whether to drink in their cabin, drink in a lounge or not drink at all.

 

As I said before -- on our last couple of ships, even our cabin stewards had no idea that we were veterans of HAL -- so I do not believe that they go over lists on all cruise ships.

 

 

Oh well........

[Krazy Kruizers]

Yeah I'm having a hard time swallowing that one too. Maybe in some isolated situations. I had something very strange happen to me on my last sailing. I went into the dining room at lunch one day and the guy at the podium called me by name. I had never seen him before and he wouldn't answer when I asked him how he knew me by name. The only thing I can think of is that they knew me from my dining problem before the cruise and they had a wanted dead or alive picture that they were throwing darts at:D.

 

Oh -- I do remember all the problems that you had right before your cruise.

So glad that you were able to get it straightened out before you sail.

[Krazy Kruizers]

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Yes, it would be hard to buy you a drink if you aren't in a lounge. :D We like to socialize when we have our pre-dinner drinks. Each individual's choice whether to drink in their cabin, drink in a lounge or not drink at all.

 

 

 

Oh well........

 

There was a time when we loved to sit at the Ocean Bar and have a drink before dinner -- 5 PM. But for the last couple of years we have noticed that hardly anyone is ever there anymore. The AYWD dining has cut into the 5 PM cocktail time. On our last cruises the Ocean Bar and Crow's Nest were DEAD at that time.

[BoiseIdahoSpud]

I mentioned this back in post #4 and some months ago when a similar topic came up.

 

 

I'm sorry. I misunderstood what you said but I see now. Pardon me...:o

[rjm1cc]

I like free things and I also like not being treated as a second class citizen. However I do think the more you sail on a ship there can be some benefits. Maybe expideted checkin, effort made to have cabin ready early, etc. Little items that do not necessarly increase costs would be the way to go.

[Krazy Kruizers]

I'm sorry. I misunderstood what you said but I see now. Pardon me...:o

 

Wish I could give you an upgarde on a cruise (my forgiving you) but unfortunately I am not the upgrade fairy.

[Pettifogger]

A couple of years ago, we were on a ship docked at Port Kelang. A luxury cruise liner was docked ahead of us and we saw a couple having breakfast served on their veranda by their butler. It was quite breezy and the table cloth was flapping, the napkins almost blew over the side, and even her husband's "comb-over" was quivering, but she had this look on her face of "I'm entitled to this perk and I'm going to have it."

I think HAL is fortunate to be in a niche where such passengers are rare. (She had every right to her perk; it just seems to me that most HAL passengers are different.) On a recent longer HAL cruise, we met only one person who was determined that everyone know he was in a suite. The two or three other people who we learned by accident were in suites, by passing them as they entered or left their cabins, were as or more self-effacing than those in less expensive cabins. It must be a delight to be the Guest Relation Manager for HAL; at least the one on that ship told us it was.

[blue whale]

Dear BoiseIdahoSpud,

 

I just found this thread that you started. Your opening post is on-the-mark. You make a number of interesting points in a cogent way.

 

Thanks Blue whale

[AirGorilla]

There was a time when we loved to sit at the Ocean Bar and have a drink before dinner -- 5 PM. But for the last couple of years we have noticed that hardly anyone is ever there anymore. The AYWD dining has cut into the 5 PM cocktail time. On our last cruises the Ocean Bar and Crow's Nest were DEAD at that time.

 

Well, the fact that the bar is DEAD is not necessarily a bad thing (assuming it is open!).

 

(A) You get your choice of seats,

(B) Service is fast -- no waiting for your triple vodka martini,

© Hors d'ouvre service would be better than usual, also.

 

I hate going to a ship's bar, have trouble finding a seat, and then have to put up with slow service!

 

AG

[Krazy Kruizers]

Actually the srvice was terrible.

We do not like sitting at the bar -- table is our preference.

After sitting for over 5 minutes DH went to the bar to order our drinks. The bar tender took our order and said that someone would bring them right out. We got to the Ocean Bar at about 5:05. The drinks were finally brought to us at 5:20 -- we had to ask for peanuts/nuts -- another 5 minute wait. Then we asked about the appetizers and were told that they weren't ready yet and would be out in a few minutes.

Since we have dinner at 5:45 we had to leave by 5:43 -- never got any appetizers.

And have no idea where the other bar staff was.

Needless to say we didn't go back.

This was a few cruises ago.

And we still walk by the lounges and see them very enpty between 5 and 5:30 most evenings.

[BoiseIdahoSpud]

Dear BoiseIdahoSpud,

 

I just found this thread that you started. Your opening post is on-the-mark. You make a number of interesting points in a cogent way.

 

Thanks Blue whale

 

 

Thank you, blue whale. I'm glad you have found the thread interesting. I have found the discussion interesting as well.

 

I'd like to summarize the suggestions from all posts and provide them to the HAL Mariner program office. Or perhaps I'll just send a link to this thread. I think they would benefit from reading the discussion.

 

Pete

[AirGorilla]

Actually the srvice was terrible.

We do not like sitting at the bar -- table is our preference.

After sitting for over 5 minutes DH went to the bar to order our drinks. The bar tender took our order and said that someone would bring them right out. We got to the Ocean Bar at about 5:05. The drinks were finally brought to us at 5:20 -- we had to ask for peanuts/nuts -- another 5 minute wait. Then we asked about the appetizers and were told that they weren't ready yet and would be out in a few minutes.

Since we have dinner at 5:45 we had to leave by 5:43 -- never got any appetizers.

And have no idea where the other bar staff was.

Needless to say we didn't go back.

This was a few cruises ago.

And we still walk by the lounges and see them very enpty between 5 and 5:30 most evenings.

 

Well, dang, KK!! So much for my theory!! I don't blame you for not going back -- I would try for a different bar!!

 

AG

[BoiseIdahoSpud]

 

Also, as previously stated, those of us who sail in Suites have a different color Key Card, we have priority embarkation/disembarkation and tendering included in the higher fare we pay.

 

 

 

s7s:

 

So what about the high day count mariners who do not sail in suites?

 

The type of recognition CRM system (CRM=custormer relationship management) I am suggesting benefits all top-tier regardless of which category they are sailing in.

 

Pete

[BoiseIdahoSpud]

Pete --

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

 

You're very welcome - and thanks for participating in the discussion. I think you are hitting the nail on the head. I had used the airline example in an earlier post as a good model to follow.

 

Pete

[RuthC]

So what about the high day count mariners who do not sail in suites?

That would include me.

I don't want to dilute the perks that have been paid for by those who do sail in suites.

 

You have said that you have but one short cruise on HAL. I'm curious then, as to why benefits that you clearly would not be entitiled to mean so much to you, especially when it doesn't mean so much to those of us who have many, many days and cruises on HAL.

[sail7seas]

s7s:

 

So what about the high day count mariners who do not sail in suites?

 

The type of recognition CRM system (CRM=custormer relationship management) I am suggesting benefits all top-tier regardless of which category they are sailing in.

 

Pete

 

 

On Board Credit or percentage off cruise depending upon how many days works for everyone. Who of us doesn't like money?

 

Use the OBC for whatever it is that you enjoy.

 

You want photos, great. Shore excurison? Fabulous. Wine with dinner.? Go for it. etc etc etc

[CowPrincess]

You have said that you have but one short cruise on HAL. I'm curious then, as to why benefits that you clearly would not be entitiled to mean so much to you, especially when it doesn't mean so much to those of us who have many, many days and cruises on HAL.

 

RuthC, thank you for that question, which you managed to express much more effectively than I would have! I've been wondering the same thing.