Poor TA service

[bazzaw]

Rang a TA today - well known Brisbane one with whom I have previously spent around $30,000.

 

I say " I'm interested in a particular cruise on a particular date" She says " what kind of cabin" I say "an outside -- I'm looking at your website page for this cruise as we speak" . She says : Oh I'll have to look into that for you - what is your phone number and email". I tell her what they are .

 

That was 10AM this morning - it is now 6PM and I have heard no further from her.

 

I have to admit that having dealt with about 3 TAs over the past 7 years , although I have had no particular problem with them, I have always felt that they really got a commission for doing nothing that I could not have done myself. I dare to say that their website is not up-to-date or incorrect, which is possibly why I have not heard back from her.

 

Barry

[fishtaco]

I think with a TA you really need a cruise specialist.

 

But seems everyone can get more info on CC than most TA,s can give!

 

I dont think I would ever use a TA again for a cruise unless i got lots and lots of OBC "For My Trouble":D:D:D

[bazzaw]

I think with a TA you really need a cruise specialist.

 

But seems everyone can get more info on CC than most TA,s can give!

 

I dont think I would ever use a TA again for a cruise unless i got lots and lots of OBC "For My Trouble":D:D:D

 

Sorry - when I said "TA" , I did mean a cruise specialist TA

 

Barry

[Flipper133]

When I was looking at options for our next cruise (Solstice in NZ) I contacted a number of TA's...some of which I had used before.

 

One agency, (who claim they are 1st) actually responded with an automated email..."we are very busy at the moment but a specialist consultant will get back to you within next 7 days" ...yeah right... and they never did... I took my business elsewhere.

 

I have had difficulties in the past dealing with a cruise line direct (Princess) so I prefer to use a TA...but sometimes I wonder.

 

Cheers

Edited May 27, 2014 by Flipper133

[The_Big_M]

Rang a TA today - well known Brisbane one with whom I have previously spent around $30,000.

 

I say " I'm interested in a particular cruise on a particular date" She says " what kind of cabin" I say "an outside -- I'm looking at your website page for this cruise as we speak" . She says : Oh I'll have to look into that for you - what is your phone number and email". I tell her what they are .

 

That was 10AM this morning - it is now 6PM and I have heard no further from her.

 

I have to admit that having dealt with about 3 TAs over the past 7 years , although I have had no particular problem with them, I have always felt that they really got a commission for doing nothing that I could not have done myself. I dare to say that their website is not up-to-date or incorrect, which is possibly why I have not heard back from her.

 

Barry

 

Definitely poor service.

 

I'd be surprised if it was a mistake. Unless the web page has since been updated?

 

Even if it's a mistake, not getting back to a potential customer is not going to encourage them to visit you again. Whereas if you fess up that it was a mistake, it's not as though they'll take it out on you. If they find a deal of interest, they'd still contact you again. So it doesn't make a lot of sense not to contact just because it was a mistake. Sounds just like bad service.

 

Not specific to the cruise industry though. So many online operators I (try to) deal with don't bother replying, or really take their time.

 

Sure, there are a lot of tyre kickers - but if you offer the facility to be contacted that way, you'd better reply reasonably quickly otherwise it makes you look bad - not the tyre kickers!

[Aussieflyer]

Whilst I probably would have been disappointed that I hadn't heard back in the day, for many businesses, a response within 24 hours is the KPI. I do not see it as poor service unless the TA indicated she would contact the OP that day. Perhaps we have been a bit spoiled expecting instant replies. As we can do so much ourselves online with instant confirmation, having to wait is something we are now not used to.

[woodyren]

I have used 2 different USA online agents. They have been very prompt in getting back to me. I just get an idea of what equivalent time in the USA they are available ( this has been early morning till around lunchtime in Australia) and what days they have off each week early in the process. I have enquired 3 times about potential changes after the initial booking for our next cruise on the Solstice in December and the TA has contacted Celebrity on my behalf and replied back to me with the full ramifications of any potential booking change in good time. Having unlimited free calls to the USA in my phone/internet plan lets me call when ever I have an issue. I will continue to use them even if they are in the situation of our current cruise similar in price (but more OBC). They both appear to have known their products better than the Aussie TA's I have tried to use.

Edited May 27, 2014 by woodyren

[OzKiwiJJ]

Whilst I probably would have been disappointed that I hadn't heard back in the day, for many businesses, a response within 24 hours is the KPI. I do not see it as poor service unless the TA indicated she would contact the OP that day. Perhaps we have been a bit spoiled expecting instant replies. As we can do so much ourselves online with instant confirmation, having to wait is something we are now not used to.

 

Really?

 

For checking something that is shown on the website of that TA, since they are local, and if I was a valued customer like Bazzaw, I would expect a response within a couple of hours. Otherwise I'd be looking at other TA's online.

 

What's the bet the TA just forgot?

 

A 24 hour response is acceptable from an overseas TA.

Edited May 27, 2014 by OzKiwiJJ

[fishtaco]

Sorry - when I said "TA" , I did mean a cruise specialist TA

 

Barry

 

Thought it may have been with you:)

 

I would still want copious amounts of OBC from an Aussie TA thoughg:D

[woodyren]

I have tried many times and have yet to find an Aussie TA who will give much OBC above that which the cruise line is offering.

[The_Big_M]

24 hours perhaps if it's a cold call, or non-urgent, unlike travel.

 

But with a previous, valued client, and where they'd already talked through the issue, so it was something to close off, definitely by the end of the day. I'd be targeting sooner than that though.

[dorisis]

Cruising is competative: try another agent. Let them compete for price and service.

[ckl001]

I have been in a similar situation as Bazz. I have spent a lot of $$$$ at one TA and get nothing back from them. I have just switched to another TA (recommended by a friend) and got an extra $300 OBC for one of my cruises I have just booked and they said it was a gift for using them. They usually get back within the day, sometimes late at night via email answering any questions I have. If they hold up to expectations I will use them again.

It is hard to find a good TA that lives up to expectations.

 

Chez

[MMDown Under]

 

It is hard to find a good TA that lives up to expectations.

 

Chez

 

I wonder why? After all, selling cruises is all about customer service.

 

Cruising is not a "need", but a "want"!

[nenasmum]

I have never really got any satisfaction from Australian TAs. Earlier this year I was booking a cruise on the Anthem, the Radiance and the Allure- expensive cruises- good commision. I contacted about 10 TAs - none would offer any OBC. Some even charged fees that put the price of the cruise above what you would get by booking online.One "cruise expert" I actually visited had to google RCL and I found the price on my handheld before she had even got to the site! A few I called had not evern heard of the Anthem! I gave up- booked directly with RCL and used a US TA for one of the cruises.

Except for one recent bad experience the TAS I have used in the US have been amazingly prompt- always getting back to me in a day and jumping through all sorts of hoops to get price drops and upgrades.

I read about good Australian TAs on this site and have genuinely tried to find them but have had little joy.

[Guest012]

Selling cruises today is all about meeting the sales target...KPI's if you like ....bums in beds = you stay in the job, in many agencies you are no longer dealing with a travel consultant you are now dealing with minimally trained salespeople, many whose cruise experience does not go beyond an onboard ''lunch" ....unfortunately old school travel consultants who go the extra mile for their CLIENT NOT CUSTOMER are few and far between..

 

Barry if you are/were so dissatisfied with what you regard as poor customer service why not phone and ask to speak to the manager....... pretty sure he/she won't be impressed that a "valued client" who possibly wishes to spend more $ is being treated with disregard. Nothing changes unless we push to make it change.....

[goodycruising]

I just do not get why you couldn't have been dealt with on the spot. Why did they need to get back to you instead of just giving you service right then?

 

I have walked into a small local TA and been told that they have a lot of others they needed to be getting back to in about the second sentence. WHAT! I am right there with credit card in hand. Walked out so that they could continue on....

 

We have a policy in our shop that the person standing in front of you is the only important person at that time.

 

I am very disappointed for you Baz. That is ridiculous. I would ring back and ask for a supervisor, but these days I am not sure they are much better. A friend was telling me yesterday that they had attitude from a Harvey Norman salesperson recently, and when they asked for the supervisor the answer they got was "go to JB Hifi". They did and spent $1000 there.

 

It seems sometimes that we have to try very hard to find someone to take our money! Customers are seen as pesky nuisances!

[lizzy77]

I gave up on using Aussie TA's years ago.

I use a US TA and if I submit a quote or ask for info, I can guarantee I have that info first thing the next morning. Usually the OBC and any extras they provide ( free gratuities etc) more than makes up for the price fluctuation of our $. If the price is better in Aus, I use the cruise line direct.

Time to give them the flick Bazzaw:)

[dotty52]

I also have had no luck with Aust TA"S take days to get back to you or not at all ,my latest one told me to get a visa for Turkey even when I cut and pasted straight from the Turkey embassy that if you were in transit did not need one ,and also from princess website that said we didnt need one she is still insisting that all has changed ,wonder if she will repay the $130.00 that it would cost (I think not ) but will not be using her again ,,have dealt with one US Ta that was excellent but cannot book Princess or Holland America with them so frustrating

[Lis2065]

My TA is in Toowoomba and I am in Sydney - we do almost everything by email. I recently emailed her about a new booking - response time = 30 minutes. We've booked only 3 holidays with her in the last 3 years, so a total spend of only about $15k.

 

I love my TA - she's fast, efficient and looks for ways of saving me money without compromising my holiday. Guess I'm lucky she was recommended to me in the first place!

[bazshirl2]

I use an online TA for one reason only - they discount their commission.

 

They do not add value . The research and planning is 100% done by me but I get the benefit of a reduced cost - a reasonable trade off.

 

The first hand knowledge of people on this board would greatly exceed that of most TA's.

However for newbies I have a concern for those depending on most local TA's for their knowledge and assistance.

Hopefully they find this board on CC. Barry:rolleyes:

[OzKiwiJJ]

My TA is in Toowoomba and I am in Sydney - we do almost everything by email. I recently emailed her about a new booking - response time = 30 minutes. We've booked only 3 holidays with her in the last 3 years, so a total spend of only about $15k.

 

I love my TA - she's fast, efficient and looks for ways of saving me money without compromising my holiday. Guess I'm lucky she was recommended to me in the first place!

 

Sounds like you've found a real gem.

[Lanwood]

My TA is in Toowoomba and I am in Sydney - we do almost everything by email. I recently emailed her about a new booking - response time = 30 minutes. We've booked only 3 holidays with her in the last 3 years, so a total spend of only about $15k.

 

I love my TA - she's fast, efficient and looks for ways of saving me money without compromising my holiday. Guess I'm lucky she was recommended to me in the first place!

 

I also am very happy with my TA. I've gone through many of the main brands at one time or another - hopeless. Was recommended my current TA a few years ago. She is brilliant. A cruise specialist. 7 days a week, any time day or night. Immediate responses, or notifed of when if she is with a client. Always looked after with pricing OBC, extra little onboard gifts etc. Has her finger on the pulse and notified of any problems before anyone else hears of them (even before the cruise line notifiy's me again) etc. A smaller personalised boutique type service from a person who has a wealth of knowledge and experience in the cruise industry.

 

Good TA's are out there. We can't promote them on the forum, but they are out there. Keep looking.....:)

[OzKiwiJJ]

When we were booking our cruise I, first of all, picked up some brochures that were on a table outside a TA in a local shopping plaza. Then I did lots of research online, including getting some advice from friends on other unrelated forums. However, since we'd never done an ocean cruise before, I thought it might be a good idea to have chat to an "expert" in person. I went to the local TA, supposedly a cruise specialist, who seemed to know less about what was on offer than I did - they didn't even know what was in the brochures they had been displaying a few days earlier. I had expected them to ask me a few questions about what type of cruise I was wanting, what did I expect from a cruise and so on, but no, they didn't ask me a single thing.

 

They told me that one of the cruises I was looking at was fully booked - it wasn't when I checked online. Then they recommended a cruise that was at the bottom of my list because "you'll really have fun on this cruise, there is so much to do on this ship". Um, I don't want to do lots of things, I want to relax, and I also want good food and wine.

 

In the end I booked through an online TA as their prices were a couple of hundred dollars cheaper than Princess direct, plus they offered a little more in OBC. A month or so ago, when Princess dropped their prices significantly, I emailed the TA late one evening asking how I could take advantage of this price drop, worth $1260 to me. First thing in the morning I had a response and within an hour my original booking had been cancelled at no cost, and I had been rebooked in the same cabin at the lower price and with the same OBCs. Very good service IMHO.

Edited May 29, 2014 by OzKiwiJJ

[Lanwood]

When we were booking our cruise I, first of all, picked up some brochures that were on a table outside a TA in a local shopping plaza. Then I did lots of research online, including getting some advice from friends on other unrelated forums. However, since we'd never done an ocean cruise before, I thought it might be a good idea to have chat to an "expert" in person. I went to the local TA, supposedly a cruise specialist, who seemed to know less about what was on offer than I did - they didn't even know what was in the brochures they had been displaying a few days earlier. I had expected them to ask me a few questions about what type of cruise I was wanting, what did I expect from a cruise and so on, but no, they didn't ask me a single thing.

 

They told me that one of the cruises I was looking at was fully booked - it wasn't when I checked online. Then they recommended a cruise that was at the bottom of my list because "you'll really have fun on this cruise, there is so much to do on this ship". Um, I don't want to do lots of things, I want to relax, and I also want good food and wine.

 

In the end I booked through an online TA as their prices were a couple of hundred dollars cheaper than Princess direct, plus they offered a little more in OBC. A month or so ago, when Princess dropped their prices significantly, I emailed the TA late one evening asking how I could take advantage of this price drop, worth $1260 to me. First thing in the morning I had a response and within an hour my original booking had been cancelled at no cost, and I had been rebooked in the same cabin at the lower price and with the same OBCs. Very good service IMHO.

 

Some of those bigger type chains really go out of their way to push you the cruise line that gives them the biggest commissions or insentive's. So obvious that it's sickening (it's why I left them also).

 

Looks like you found yourself a good alternative.