vent - what's the point of having a TA?

[Leela]

I've booked four Celebrity cruises, three online through Celebrity's web site, and one via a travel agent contracted with one of the major airlines to handle cruise reservations branded under the airline's name.

 

I booked with the TA this time just so I could get the frequent flyer miles from the cruise.

 

I've got to say, based on this experience, I don't see the point in using a TA -- or at least this particular TA! First of all, when we booked they sent an email saying that if we didn't make the final payment before the deadline, they would automatically process it on the right day with the same credit card that we deposited with. I happened to call today to verify that this got done, and was told that they don't automatically take the payment. Well, if they didn't, then where the heck did I ever get the idea that they did? I looked at the email they originally sent and the web site and the language still makes me think that they do.

 

Be that as it may, I told them I had misunderstood them and to please process the payment. So they did. A few hours later I checked back and saw that for some bizzare reason we owe a few more dollars (less than $10) and that our cabin number had been changed to something that isn't even on the ship. The TA was very very nice about it, saying that the price and the cabin number changes were probably just typos, and said she'd check it all through with Celebrity tomorrow and call me back.

 

This all strikes me as completely pointless...if I had booked it myself on Celebrity's web site I'd have access to my entire booking record, and could see exactly what Celebrity thinks my status is. These are travel professionals -- there shouldn't be any typos as major as totally changing a cabin number. I wouldn't have gotten into this situation where I suddenly owe a few mysterious bucks and where my cabin number got mysteriously changed. It would all just work just fine with no waiting for someone else to talk to yet another person and figure things out. At this point I'm not even sure that they charged us the right amount for the cruise (granted it's off by only a little bit, but still...). And furthermore, when the price for our cabin dropped I had to contact the TA and ask them to contact Celebrity to get our price changed, and then wait for the TA to get back to me on it etc etc. This middle man step does NOTHING for me -- if I had booked online myself I could have contacted Celebrity and they would have changed and confirmed everything right then and there, no waiting for some third party to make phone calls and then tell me in their own words what Celebrity actually did and said.

 

It seems to me that it's just not worth the hassle to use a TA if you know what you want, and I do. I know I want Celebrity, I know how to pick my own cabin and dates, and I know what to look out for.

 

I guess if I cruised on a lot of different ships a TA would be good if he or she were someone who could find me the right trip at the right price at the right time, but this whole process has just left me wondering "what the heck??"

 

Okay, venting over.

[halos]

You can still check your status on Celebrity's web site. I went in to it, filled in my booking number that the TA gave me after booking and all my booking information appeared...this was after booking through an on line TA.

[DeltaOne]

I've got to say, based on this experience, I don't see the point in using a TA -- or at least this particular TA!

 

There's a big difference between a good TA and a bad TA...

 

One reason to use a TA is to save some money. For those with experience, like you, I think it's best to book the cruise yourself, direct with the cruise line. Get _everything_ worked out to your satisfaction. Then look around for a TA with a discounted rate and transfer the booking. You'll get the TA's lower rate, but you'll have the peace of mind knowing everything is set up just the way you want it.

[Leela]

About using Celebrity's web site -- I've already checked: when you book through a third-party, the financial data is not available when you log in. It even says "N/A" and tells you to contact your TA.

 

As for the lower rate, I had to do the work once the TA already had my booking to get the lower rate anyway, they weren't offering any secret group specials or anything like that for the cabin category and date and ship I wanted. Their price when I booked was the same as on Celebrity's web site, and when I happened to check Celebrity's web site to see that the price had dropped, I had to ask the TA to ask Celebrity to change my pricing too. So I did all the work and the TA not only gets the comission but also causes a bit of confusion along the way. I just like the ability to handle things and get answers without having to deal with someone in the middle, and am a little frustrated by this experience.

 

I'll say one thing: people who have good TA's who they really like dealing with have found a special person who is worth their weight in gold! There are definitely good ones and not so great ones out there, so I'm not meaning for my rant to be an indictment against all TA's.

[Char]

Hey Leela :D

 

I can feel your frustration!! I hope you get this resolved quickly. But in the meantime, you can go to the Celebrity web site and check your cabin number.

 

After you get on the home page look for "Before your Cruise" on the red bar under the logo. Put your cursor over it and a dropdown menu will open. Click on "Online Documentation". This will open up a page that has the pre cruise documentation you must fill out, but it also has "Reservation Summary". Click on that and it will give you basic information including your cabin number, (but not payment or fare info). Maybe knowing that will help you to sleep better tonight! :)

[nu2sea]

Amen!!

 

Your experience sounds so much like mine! I booked a cruise thru a TA. Not only did they want Celebrity's deposit up-front they wanted some $584 for themselves. And $325 for insurance. They credited my card for $13 with no explanation and then charged the $584 twice!! Then we wound up with three credits for $584.:confused:

 

Multiple phone calls could not get a satisfactory answer on air travel so I just booked that myself. I got so tired of being put on hold while they called Celebrity to try and answer a question that I booked our daughters' cabin directly with Celebrity. It was so painless. A Captain's Club rep handled everything for me even tho' neither daughter is a member. It only took only one phone call and one deposit.

 

You would think that travel agents would take better care of cruise passengers as we are one of the only revenue producing classes left after the airlines cut back commissions so drastically.

 

I don't get it:(

[hdawson]

I book with a TA I have developed a relationship with. Not Cosco, Sams, XYZ Airline or other impersonal seller of travel. My TA knows my likes and when the daily faxs come in that I might be interested in, she lets me know either by email or phone call. Same for promotions such as Happy Hour. I know that if something goes wrong before or during the trip, at least someone will try to help. She's not interested in the one-time sale but future travel as well. She's also an experienced cruiser, thus knowlegeable. It's called personal service and it doesn't cost a dime.

[CHEZMARYLOU]

We almost lost our first curise because the TA sent X the wrong amount of money for the final payment. X did not consider us to have paid for the cruise and sold our cabin to someone else. After countless phone calls between X and the TA we finally got everything resolved one week before we sailed and got on the ship in a less desirable cabin. To compensate us, our TA sent us a ship board credit. This all happened before booking information was available on line. Now, if we use a TA, we know to keep after them and to keep checking.

[Gypsea]

One or two bad apples shouldn't spoil the whole bunch.

 

Booking on-line has its own advantages. That way if you make a mistake you have no one to blame but yourself. I know a couple who wanted to go on a vacation during school break and they booked the wrong date quite by accident. Well, suffice it to say they paid $500 to NOT cruise. The point is everyone makes mistakes and there may be a few poorly trained, or overworked agents out there that will make life difficult.. Then, I am sure there are others that would rather be doing anything but that job.

 

I love selling cruises cuz I love to cruise but not everyone shares that feeling. I call it my fun job but that is because I don't have to do it 40 or more hours a week, I think I'd like to but I can't rely purely on sales for income. I call agents that work for cruiselines and I can tell you some of them can be very rude and obviously are having a bad day, that is sometimes where the mistakes are made. It's not always the TA you are working with. Just something to keep in mind.

 

Do beware of the agencies that are charging more than you know is right for deposits. That does sound fishy. If you don't like what one person is saying talk to someone else. That is what I do. There are alot of agents out there that really don't seem helpful. Hope to meet you on the high seas!

[nu2sea]

...

Do beware of the agencies that are charging more than you know is right for deposits. That does sound fishy. If you don't like what one person is saying talk to someone else. That is what I do. There are alot of agents out there that really don't seem helpful. Hope to meet you on the high seas!

 

The total cost of the cruise was the same, the TA just wanted their share up-front. And I wouldn't have minded paying it up front, if I could have gotten any service from them.

 

You are right that not all travel agents are like the ones I and OP dealt with. I'm sure most are capable and efficient, and like you, love their work.

 

It does feel good to do a little venting, however. And that is all this really is. Someday I hope to find the TA of my dreams, I am sure that he/she is out there somewhere...:)

 

Susan

[hdawson]

All your cruise fare credit card charges should be charged by the cruiseline. Not the travel agent. Also extra charges such as membership fees, booking fees, cancellation fees, etc are not the norm.

[kitty9]

I'm with hdawson. I have a great TA who knows what I like and don't like. He also pays my tips, sometimes provides a free shore excursion ( on my upcoming cruise to the British Isles, I'm getting a free 12 hour tour in Ireland, which would cost me over $200 if I went through the cruise line), he sends a bottle of wine for every cruise and other perks. He also finds me cheap private tours and runs interferrence for me if there's a problem. A great TA makes a world of difference.

[Gypsea]

Dawsons right on most everything and charges should be made by the cruiseline ONLY. However, the cancellation fees are appropriate in most cases. If I sell you a cruise, fill out reservation forms, confirm the booking, spend over an hour on the phone with you and the cruiseline, record all information from birthdates, passenger names, addresses, emergency contacts, credit card info and cabin/cruise data...plus in order to get that far quote you several ships/ dates etc. am I not due some recompense? Gee, tough crowd. Any of you out there that book on-line know that it can be easy but it also requires alot of research and knowledge and does not always go smoothly. How many times do you get to the end and nothing happens? The point is it is not as easy as you think..

 

I feel your pain about the cancellation fee but if you are using an agent they are doing the work and I do not see how you can deny that some compensation should be forthcoming when a cancellation is made after all of that. Even the cruiselines charge unless the sail date is far off, so it is the norm in most cases.

[CruisingChick]

I'm with hdawson. I have a great TA who knows what I like and don't like. He also pays my tips, sometimes provides a free shore excursion ( on my upcoming cruise to the British Isles, I'm getting a free 12 hour tour in Ireland, which would cost me over $200 if I went through the cruise line), he sends a bottle of wine for every cruise and other perks. He also finds me cheap private tours and runs interferrence for me if there's a problem. A great TA makes a world of difference.

 

What I really would love to know is HOW to find one of these wonderful TA's? I usually do all the work and my TA still gets compensated for it and I've NEVER received anything from my TA not even a small gift after 6 cruises booked in a row through her.

 

Anne Maria

[hdawson]

Gypsea. What other commisioned sales person, regardless of the work to make a sale, gets paid a commision for a sale that is not consumated? I worked many years on commision and was never paid until the product was delivered and finalized. Of course the commision on returned product was reversed on my commision statement. Remember, many if not most TAs don't charge a cancellation fee and neither do the cruiselines except in penalty period.

[Gypsea]

All I can tell you is this..I make a sale, call the cruiseline with deposit or full payment, fill out all data and send it to the main office headquarters (being an outside sales agent for a large internet firm),once I hit send that information is in the hands of the administrative staff. They deal with the documents, confirmations, commissions, group space the passenger will benefit from (if we have one on that sailing)and whatever else they do. My point is I neither make the rules or take whatever this fee is home with me at the end of the week. While I may end up with some miniscule amount I am but a cog in the wheel that started turning when I hit send. The other thing to consider here is that the larger internet companies offer customers a lower rate than many smaller agencies. We are cruise wholesalers, if you will, and the reason we offer some of the best fares available may be due in part to the ability to minimize costs of cancelled bookings. I cringe when I have to charge someone a fee but I have never had anyone upset with me. I think they realize they were getting a low rate and maybe that's why. Regardless, it is out of my hands once I bring countless others into the deal.

 

As far as what most TA's are doing, doesn't it make sense that some agencies can absorb cancellation costs because they are not discounting their commissions in the first place? It may be equated to a mortgage. Pay a lower rate and pay points up front or a higher rate and no points. You decide.

 

I realize the valid point you make as my DH is in real estate but this is a new world of computer driven sails (teehee) and it has a price.

[Longboysfan]

Looks like they got theirs off the bad apple T/A tree.

 

Mine fell from the sky and bopped me on the head.

 

The T/A I had previously used was not very effective in any extras we could have gotten.

 

The current one I use is excellent. Always on the watch for price drops or specials.

[hdawson]

Gypsea. I hope you understand that this was not a personal criticizm. It is a trend that I have seen, especially with the advent of web sales. What I did say is that dealing with agencys charging various fees is not necessary or even the norm. One agency I deal with does have the cancellation fee listed on their invoice but I've never heard of them charging it. I guess that is to discourage the not so serious shopper. I've never felt that the absolute cheapest price for anything necessarily resulted in the best value. Pls, no offense intended.

[Leela]

What I really would love to know is HOW to find one of these wonderful TA's?

 

I've been wondering the same thing. I understand the policy here is to not talk about TA's by name, but it would be really cool if I could find a discussion thread somewhere where people talked about who they worked with, why they liked them, etc. Like a TA Critic board or something! I'm the only one of my peers who cruises, so it's not like I can ask my friends.

[Gypsea]

Absolutely no offense taken. I just want people to know some of us are but lowly agents that follow the rules handed down from on high (in this case the main office). Not that we necessarily agree but I want others to know how it goes for some of us. I am one of those in the unique position of being an outside agent. Unique because I can work my companies internet leads and develop a local clientele but I am at the mercy of their rules and regs at the end of the day. As far as the charge not being charged I think if it was loudly contested it might be dropped but I can't say for sure having never had that happen, phew. For the record we have never imposed a booking or membership fee for our services.

 

Thanks for being so nice. On some boards people are less than civil.

[hdawson]

Aren't all Celebrity devotees civil? LOL Unless you count those that get up in the morning just to bash Carnival. And BTW, Carnival does provide a very good vacation but that's for another thread, another day.

[Gypsea]

Spunky too, I like that!

[nu2sea]

A note about the TA that I used. There was no cancellation fee or penalty other than the Celebrity standard terms. The travel agent merely had the use of my $584 for a few months. They made the interest on it instead of me; when the final payment was due, the $584 (about 14% of the total) was deducted from the amount I paid. So my total payment was the same as it would have been had I booked direct.

 

I didn't begrudge the TA the use of my money, Expedia charges 100% in advance for their bookings. What disturbed me was the lack of service, not the cost of the service.

 

Susan

[kitty9]

Find a travel agent who belongs to one of the travel consortiums like Ensemble or Virtuoso. My TA belongs to Ensemble, and they have escorted cruises, cocktail parties, do shore excursions, pre-pay tips, and give gifts. And you don't pay a thing for this. My family has also been very good customers over the years and we've booked over 40 cruises with this TA, so it pays to go with an agent for the long term.

 

Another way to handle this is to get an Am Ex platinum card. I know it costs money up front, but if you cruise more than once a year, that fee pays for itself with the onboard credits. For example, I paid for my upcoming cruise with the Plat card and I'm getting a $300 credit, plus an additional $100 credit towards paying for a shore excursion. That's $400 credit right there for one cruise. And if you pay for more than one cabin with the Plat card, each room gets the credit.

[dellas1000]

I think Travel Agents if you find one that knows their products are a great help when planning cruise vacations. Having been in the trade I can understand both sides. I have dealt with untrained and useless agents in the past the equally I have dealt with highly trained and professional agents. Best thing is to move to some other agencey if your not satisfied.