Any opinions on what I should do about my travel agent?

[loulani]

I had posted, several weeks ago, about my dissatisfaction of my travel agent. I have emailed him on Thursday and he has yet to respond. I have emailed his assistant on occasion and she has responded but she does not follow through with what I have asked of her. Am I being too hasty for his reply? Our cruise is not tilll June, 2010 and there is no penality for cancelling with him at this time. I guess what I am asking is should I try and contact him AGAIN or should I find another agent and let them take care of it?

 

I have learned a great deal from this board and, if I had to, I could plan our trip just by the recommendations posted by fellow cruisers. Any advice would certainly be welcomed.

 

Linda

[LaPaloma]

I would not stay with a Travel Agent I was not completly happy with--there are to many good ones around. The agent we use isn't always able to answer her phone--but the call backs are quick, and when arrangements are made, the confirmations are e mailed back to us within minutes--no mistakes, or things left hanging. I'd look around, but don't jump untill you feel real good about the person you hire! Don

[FlyerTalker]

You first have to be asking yourself....what were my expectations and requirements for a travel agent BEFORE I started my business relationship. Now, ask if those requirements have changed.

 

With those answers, is your TA meeting those requirements? For some, a TA is there to milk the absolute lowest price from a deal. Those types of volume operators deal with volume, and personal service tends to suffer. For others, it's a service proposition. And if your requirements have changed, then perhaps a conversation about those new needs is appropriate.

 

Remember, your relationship with a TA is just another capitalist transaction. Why do you go to a particular barber, or dentist, or lawyer, or doctor or whatever. Picking a TA is similar, in that you have to have well-defined needs, expectations, and a provider that will deliver those to you -- in exchange for their compensation.

 

FWIW, I have changed agents when my business was being taken for granted, when service levels dropped (and service was the reason for my original selection) and when my needs became more complex than the skill level of the agent. In all cases, I found a new agent who met my requirements, never felt guilty in the least and never looked back.

[newlondon]

Well said FlyerTalker. Although you are not paying a TA, although I do pay extra on occasion, thay ARE being payed and if they don't deliver to your expectation move on.

[loulani]

One of the things I most expect from anyone is to keep their word. This particular travel agent has not done this. Of course, before we made our initial deposit, he would call us back in a matter of a couple hours if we had any questions. Now I can't seem to get his attention at all. Furthermore, his assistant isn't much better. Needless to say I'm very disappointed.

 

Linda

[Host Dan]

Unless there is a situation that he is in a hospital somewhere, change to a knowledgeable full service agent! My agent will stop at nothing to make sure the client is happy, and then folow up afterwards!

 

Host Dan

[FlyerTalker]

One more follow-on: In the past, I have bought cruises from agencies solely because of the pricing that they could deliver - either because of a bulk purchase they had arranged or for some "closeouts". In those cases, I knew that I was buying on price, and my expectations of service were consequently reduced (and reduced significantly). Those agencies delivered on what I expected (price) and were just about as expected on service (eventually getting to me, and providing little handholding - which wasn't needed in these cases).

 

So, I don't have a blanket criticism of agencies/agents that aren't "Johnny on-the-spot", when that wasn't part of the expectations going in. It's the disconnect that causes the problem.

[DebbieH103]

Correct, names are not allowed, and you need to make sure any agency is meeting SS requirements on pricing. Interview your agent if it makes you feel better.

[duct tape]

Host Dan, I do not know if I can say...Get a Virtuoso Agent; but I will try!

[Host Dan]

You can recommend a travel consortium such as Virtuoso, Signature or Amex, but not a specific agent or agency. Also, offering email address to solicit a ta recommendation is not allowed on the boards. (and vice versa)

 

Host Dan

[FlyerTalker]

Given the expenditure that you are going to make through your new TA, give them a thorough interview. Find out what their skill set is, what they focus on, and what they feel are the strengths and reasons to do business with them. If you don't get the answers you want, look elsewhere. (And if they don't want to bother with the interviewing, that in itself is a revealing answer.)

 

Would you pick the first real estate agent you meet...or the first investment advisor....or (fill in the blank)??

 

Ask the tough questions up front and learn exactly what you are getting. It's worth it in the long haul.

[Keith1010]

I have read all of the posts.

 

First, to answer your question, I would get a new Travel Agent. Expecting that your TA and/or assistant TA will get back to you is a very reasonable expectation. In the end, they are working for you.

 

For me, I want a TA who is responsible and on top of things.

 

And if your preference is to primarily sail on Luxury Criuise lines I would find one who specializes in luxury cruise travel. I would also find someone who is with one of the large travel consortiums (Signature Travel, Virtuoso, Ensemble, Amex) or a very large travel agency who is one of the top producers for many luxury lines. I say this because they tend to be very knowledgeable and because of their volume business with the luxury lines many times they are given amenities from the cruise lines that they can then pass onto their clients.

 

A few years ago we decided to find a new TA. This was because our previous TA who we actually liked at sold his business to another company and while we like our former TA he was not part of a large consortium so we thought the time was right to find a new one.

 

We spoke with friends who we knew from previous cruises and got recommendations. I narrowed them down to one from each travel consortium.

 

I then sent each one a list of question on e mail. I noted that I had a cruise booking that I made myself and wanted to find a TA not only for that cruise but one that we could have a long term relationship with.

 

I sent them all the same questions. Asked if they could answer them and then after I received the answers I would schedule a phone call with each of them. Why did I go this route? Because the effort that they put into answering them told me a lot about their work ethic and their competency. If the answers were not put together with much thought that told me more about them than you can imagine. The phone call also helped because I could get a sense of how perpared they were, whether or not we seemed to hit it off on the phone and how they thought of their clients.

 

From this approach, I picked a TA and have been more than pleased with the Travel Specialist.

 

In the end, I want a Travel Specialist and Travel Consortium, who are professional, responsive, competitive in terms of priciing and amentiies, and treats me like an individual and not just a number if you know what I mean. If I have a question I want to know that it gets answered correctly and in a reasonable time frame and if I have an emergency situation I want to know that it gets treated as a priority as it should.

 

Good luck with your decision but if it was me I would find a new TA sooner rather than later.

 

Keith

[duct tape]

Thanx, Host Dan!

[loulani]

Thank you to everyone. I really knew what I should do but I just needed the encouragement. You know what's strange? I used a TA that is one of the top sellers for Silversea cruises. Isn't this strange? I did have many questions in the beginning and they were answered. However, once I booked through him, he dropped the ball in a big way. I will now have to do some research and find a dependable TA. I did ask his assistant how many SS cruises had she been on and she said she had never cruised with them. I guess this should have been a sign. Like I stated before, I really could plan our trip through all your help, but, what if I need to speak with the TA while we are in Europe if something happens.

 

Linda

[loulani]

I know you can not give a TA name, but can you give some websites as to where I can at least start? It would certainly be appreciated.

 

Linda

[Host Dan]

I know you can not give a TA name, but can you give some websites as to where I can at least start? It would certainly be appreciated.

 

Linda

https://www.silversea.com/secure/travelagent.aspx?page_id=travelagent

[dwelsh]

Try this!

 

*****

[Keith1010]

Linda, whatever you do, please be sure to talk with a few agents. And, if you do not know anyone who personally has used them see if you can get references.

 

Good luck.

 

Keith

[loulani]

My TA finally responded after I sent him another email. But his response was not all the questions I asked him last week.

 

Thank you to everyone. You have given me a good start and I will begin today looking for a new agent.

 

Linda

[Keith1010]

Linda, the best of luck with your search. Just be sure that you do thorough research so that if you end up picking a new TA that you are not disappointed. In addition to getting reerences be sure as you go through the proess that you share with perspective TA's your expectations so that all of this is well communicated ahead of time. Good luck.

 

Keith

[loulani]

Thank you Keith. I thought I did homework before I chose this agent. Now I very frustrated! What types of amenities do some TA give for booking with them other than a shipboard credit?

 

Linda

[Keith1010]

Linda, my experience is that the amenities will vary by the travel consortium that the TA is associated with and many times the cruise line.

 

As you noted there are the on board credits.

 

Complimentary shore excursion(s) that include lunch.

 

A car and driver in selected ports.

 

Complimentary transfers between home and home airport

 

Some might give a choice of one item from a list of a couple such as on board credit vs. complimentary excursions, etc.

 

I would make a list of what you need a TA to do for you since we all have differenent requirements which will help you though the discussions. For example some clients want their TA to take care of everything from booking them a pre or post cruise hotel to arranging for private excursions whereas others just want their TA to book the cruise for them and followup with the cruise line on the relevant issues.

 

Keith

[Maineac]

What types of amenities do some TA give for booking with them other than a shipboard credit?

 

Hi Linda,

 

I switched travel agents this past April after a fellow shipmate on our Regent cruise recommended her Virtuoso agent. Our new agent offers a 10% incentive check for booking with her agency.....In other words, about three weeks prior to embarkation we receive a check for 10% of the total cost of the cruise. Hope that helps.

 

Cheers,

Judy

[loulani]

Oh my goodness....I'm so jealous of the amenities! I guess I will start with google and look into a Virtuoso or Signatuare consortium agent. What do you think? I'm pretty clear on questions I want to ask...now I just have to listen.

 

Thank you, Linda

[Keith1010]

Linda, if any of your friends and family cruise on luxury cruise lines I would ask them for recommendations. Ideally, I would try to talk with TA's from each of the large consortiums Signature, Ensemble and Virtuoso and maybe American Express.

 

In terms of the incentive check, I just want you to be aware that some cruise lines have no problem with this while other cruise lines forbid agents to do this and to give shipboard credit or other amenties (credit towards car service, hotel pre or post cruise, other other related travel services). This is why I didn't mention it in my earlier post.

 

Keith