sail7seas Posted July 23, 2009 #1 Share Posted July 23, 2009 We have all been following Karen's stressful story and have worried so for her getting the TA to forward her payment to HAL. Throughout the whole saga, Karen kept telling us how wonderful the not named lady at HAL has been in helping her. I think most of us who have followed this story would agree Karen's story would not have ended happily without the huge assistance of the lady at HAL who helped her all week. Let's all send a giant Thank You to her for such outstanding work and her successful result. Thank you, Ma'am, whoever you are. :) I have always said that for us, HAL is 'all about the people'. You should be Seattle's Employee of the Month! Link to comment Share on other sites More sharing options...
fann1sh Posted July 23, 2009 #2 Share Posted July 23, 2009 What a wonderful thread, Sail. Absolutely agree. Perhaps Karen can link this thread to let Seattle know what a sterling employee they have. Kudos to our mystery lady, for going above and beyond! Link to comment Share on other sites More sharing options...
English_in_Spain Posted July 23, 2009 #3 Share Posted July 23, 2009 Isn't this why we all love HAL - the people. I hope HAL realises what a great and caring employee they have there. I hope HAL reads this thread. Maybe Dutch can make sure someone sees this. Link to comment Share on other sites More sharing options...
topspot Posted July 23, 2009 #4 Share Posted July 23, 2009 I believe that Karen eventually posted that her name was Tracy. Link to comment Share on other sites More sharing options...
ctsally Posted July 23, 2009 #5 Share Posted July 23, 2009 This just reconfirms that which we HAL Mariners know...the people who work for HAL (in any capacity) are caring, compassionate, efficient, and certainly go above and beyond the "signature of excellence". It's the service and attitude and helpfulness of HAL employees that keep us coming back. The lady in Seattle who guided and helped Karen through the entire fiasco deserves a very special award (maybe a free world cruise with all tours and OBC paid for? :)). Link to comment Share on other sites More sharing options...
DFD1 Posted July 23, 2009 #6 Share Posted July 23, 2009 Thank you "Lady in Seattle" for saving the day for Karen. We 'ppreciate it! Link to comment Share on other sites More sharing options...
cruzeluver Posted July 23, 2009 #7 Share Posted July 23, 2009 I agree completely. The mark of a great company is not always that they do everything right, its how they handle situations where things have gone wrong. HAL was presented the opportunity to really screw this up or show a desire to go to bat for their guests. Thrilled to see they chose the latter. How easy would it have been for this employee to say, "we didn't receive all of the monies owed us, too bad for you"? And legally they would have been correct, but instead they took full advantage of the chance to show Karen what fantastic customer service looks like. This can only help HAL. Link to comment Share on other sites More sharing options...
mamaofami Posted July 23, 2009 #8 Share Posted July 23, 2009 Thank you so much to the wonderful lady at HAL who alerted karen to the problem she had and helped her to solve it. This kind of service is what HAL is all about. Wonderful job. Link to comment Share on other sites More sharing options...
May4 Posted July 23, 2009 #9 Share Posted July 23, 2009 Thank-you, thank-you, thank-you, noble Holland America miracle worker!:) I'm convinced that the n'er-do-well travel agency had only a limited amount of cash on hand, and that you made them shake some loose. Link to comment Share on other sites More sharing options...
jena1 Posted July 23, 2009 #10 Share Posted July 23, 2009 I agree with all the comments and suggestions. The wonderful HAL customer service lady was just great and a tribute to HAL! I also hope that Dutch sees this and forwards the compliments to the main office.:):) Link to comment Share on other sites More sharing options...
GmaPajama Posted July 23, 2009 #11 Share Posted July 23, 2009 Amen! HAL has amazed me time and again with their incredible customer service - but this one goes far beyond! Thank you HAL! Link to comment Share on other sites More sharing options...
Zeta3 Posted July 23, 2009 #12 Share Posted July 23, 2009 Thank you and well done! Link to comment Share on other sites More sharing options...
jtl513 Posted July 23, 2009 #13 Share Posted July 23, 2009 Hear, Hear! This thread deserves as many posts as Karen's!! :) Link to comment Share on other sites More sharing options...
NanaJPB Posted July 23, 2009 #14 Share Posted July 23, 2009 Chiming in with my appreciation and admiration for HAL and this very special customer service rep! Well done!!! :D Joanna Link to comment Share on other sites More sharing options...
European_CruiseGirl Posted July 23, 2009 #15 Share Posted July 23, 2009 Thank you! :):):) Link to comment Share on other sites More sharing options...
Kween Karen Posted July 23, 2009 #16 Share Posted July 23, 2009 Great thread....and you KNOW that I say Thank You a million times!! The really fun part of this is that TRACY seemed to be as excited as I was (well ALMOST!) when she gave me the good news. I am a HAL fan forever!! Link to comment Share on other sites More sharing options...
mudscraper Posted July 23, 2009 #17 Share Posted July 23, 2009 I agree completely. The mark of a great company is not always that they do everything right, its how they handle situations where things have gone wrong. HAL was presented the opportunity to really screw this up or show a desire to go to bat for their guests. Thrilled to see they chose the latter. How easy would it have been for this employee to say, "we didn't receive all of the monies owed us, too bad for you"? And legally they would have been correct, but instead they took full advantage of the chance to show Karen what fantastic customer service looks like. This can only help HAL. This sums the situation up so nicely. Thank you Tracy at HAL HDQTRS> Rich Link to comment Share on other sites More sharing options...
NetwrkEng Posted July 23, 2009 #18 Share Posted July 23, 2009 Great job HAL. This is the kind of above and beyond customer service that keeps people coming back. Link to comment Share on other sites More sharing options...
DaveOKC Posted July 23, 2009 #19 Share Posted July 23, 2009 I agree - the reason we sail on HAL is the fantastic staff they have. When you are spending your hard earned money, you sure feel better about it when you feel appreciated for your business. Keep up the good work HAL and extra credit to the wonderful agent who aided Karen. DaveOKC Link to comment Share on other sites More sharing options...
seniorladycruiser Posted July 23, 2009 #20 Share Posted July 23, 2009 The Hal rep Tracy was amazing. This kind of customer service is almost nonexistent today and the people who do provide it should definitely be acknowleged. My DH and I are on a TA in October on the Noordam, third sailing on HAL. In going over many posts about HAL we were starting to feel that this could become our preferred cruise line. After the wonderful job Tracy did we feel even more that way. Nan Link to comment Share on other sites More sharing options...
CowPrincess Posted July 23, 2009 #21 Share Posted July 23, 2009 Definitely TRACY deserves recognition for her work. IMHO though there were a bunch of people behind the scenes at HAL working out the details of how to make this happen for Kween Karen and others in the same position. KUDOS to Tracy! KUDOS to everyone else at HAL involved in resolving this so the affected pax can take their dream cruise! Link to comment Share on other sites More sharing options...
Debbie&Chaz Posted July 23, 2009 #22 Share Posted July 23, 2009 Thank you Tracy - a real HAL Angel! Link to comment Share on other sites More sharing options...
bcd2010 Posted July 23, 2009 #23 Share Posted July 23, 2009 Add my praise and appreciation for Tracy's handling of this! My guess is that we've all seen the kind of "customer service" that makes us realize money is more important than people to so many companies. Probably a lot have become jaded, as I have. Seeing this from HAL is refreshing. It's SO the right thing to do! Thanks again Tracy! Link to comment Share on other sites More sharing options...
red919 Posted July 23, 2009 #24 Share Posted July 23, 2009 Hooray for TRACY!!!!:D Link to comment Share on other sites More sharing options...
catl331 Posted July 23, 2009 #25 Share Posted July 23, 2009 Grazie!! Gracias!!:):):p Link to comment Share on other sites More sharing options...
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