Travel Agency Reviews?

[Tigger05]

I've never used a travel agency before and I'm not happy with the level of response I'm getting from person assigned to me. I have over 20 years experience in customer service as well as an analyst of the level of service provided during that time. I must say I am very disappointed after great write ups about the company.

 

Is there a place where I can find reviews of travel agencies or even of specific agents? I know the person I have is not a newbie as I did find some google articles back to 2011 so that's not the situation. I'm looking to see if other people have had the same issues.

 

Thanks

 

Trish

[Shmoo here]

I've never used a travel agency before and I'm not happy with the level of response I'm getting from person assigned to me. I have over 20 years experience in customer service as well as an analyst of the level of service provided during that time. I must say I am very disappointed after great write ups about the company.

 

Is there a place where I can find reviews of travel agencies or even of specific agents? I know the person I have is not a newbie as I did find some google articles back to 2011 so that's not the situation. I'm looking to see if other people have had the same issues.

 

Thanks

 

Trish

 

You won't find it here. Cruise Critic guidelines prohibit us from discussing specific Travel Agents here(either good or bad).

[moki'smommy]

While we are allowed to discuss "types" of agencies (local, on line, big box store, etc) here, we are not permitted to discuss specific agents or agencies.

 

Unfortunately, once you have booked a DCL cruise thru an agency, the agency must agree to turn the reservation back to DCL and lose their commission. This rarely happens. Of course, if you are not within the penalty period, you can cancel the reservation and rebook using another agency. Do check that the price has not increased and that your current agency does not charge a fee for canceling. DCL does not, but some agencies do!

 

My suggestion--insist on speaking to the owner or office manager of the agency and express your concerns. If things do not improve greatly, cancel the reservation and rebook either directly thru DCL or with another agency.

 

My personal experience...30+ DCL cruises booked several different ways. In my opinion, all agencies and all agents are not created equal. I booked thru one "on line" agency that was less than worthless; this was an agency that gets rave reviews from some people and gives a great onboard credit. Why I tried again with another agency, I don't know--probably the greed of the OBC. But I found a GREAT agency that , while they do a lot of on line business, also has an 800 number and is available to me evenings and weekends as well as during "business hours." These would both be likely categorized as "online" agencies.

 

What I look for in an agency: A bricks and mortar office SOMEWHERE, not just a loose collection of homemakers making a little money using their cell phones. A full service agency, not one that will just push buttons on the DCL web site (I can do that myself). A full service agency sells more than just Disney or more than just cruises. They will help with flights/hotels/insurance if I wish. An agency that communicates MY way, whether 800 number, snail mail, or e-mail. An agency with "extended hours." No, I don't expect 24/7, but I want more than 8-5 EST. I LOVE having an agency where agents are on salary, not on commission. That makes every agent in the company "my" agent. Yes, I have my favorite that I normally use, but if she is on vacation or ill, I have other people more than willing to help me. An OBC is nice, but no amount of OBC compensates for wrong info or a screwed up reservation.

 

Yes,there are great agencies and agents out there...but there are a lot of duds too.

[Tigger05]

Ah, Shmoo, that's what I thought and why I didn't want to get into specifics in my post.

 

Moki'sMommy, you hit the nail on the head. I think I have someone for who this is a second job. I want more than the 8-5 - however, at this point, I would be happy with a response from 8-5. :( Lesson learned.

[njgrlloves2trvl]

I used an independent travel agent to book my first Disney cruise. I've booked through online companies for cruises only. I will never again use one of these "I have my own agency" agents again. Like you the level of response was awful. I got an excuse as to why she shouldn't couldn't respond timely; my kids were this or that. Lady I don't care about your kids, this is business. It took her three days to actually put the payment on my credit card and then another three days to email my confirmation. I actually paid for the cruise in full the same day. I did not want to do that but I couldn't bear having to interact with her to make staggered payments until PIF date. Believe it or not she charged my card the day before the reservation was going to cancel. Seriously! She is giving us on board credit but I'm not holding my breath that this actually happens as she states. Lesson learned; stick with what I've been doing prior. I would love nothing more than to have Disney control my reservation but that would make things awkward as she is a friend of a friend. IMO she does not deserve commission based on service alone. She didn't shop for me. I gave her the dates, itinerary and cabin. I hope your level of service gets better.

[Tigger05]

Try this out...I sent an email expressing my concern about lack of response and specifically asked about the hours of operation. The response I got was "I'm still here. I processed your request and am sending your confirmation. Completely ignored my pointed question. I am so done.

[moki'smommy]

Try this out...I sent an email expressing my concern about lack of response and specifically asked about the hours of operation. The response I got was "I'm still here. I processed your request and am sending your confirmation. Completely ignored my pointed question. I am so done.

 

I repeat my suggestions. You can talk to the manager/owner. You can cancel with this agency and rebook the cruise elsewhere. Before doing this, verify that the price of the cruise has not increased and that your agency does not charge a cancelation fee.

[Tigger05]

I think I'll need to try to figure out who to call as there is no contact list to call.

 

As for changing agencies, I'd have to wait to get my money back and then rebook. By then I'm afraid it would go up.

[blondietink]

I usually use a travel agent connected with the cruise line only. But, for our DCL cruise, I decided to actually get an experienced agent that was well advertised and offered OBC. Since I was spending so much money, I thought this would be better. Well, I was wrong. The TA was "ok", but I had to ask some really specific questions all the time. There were some automatic emails that came about events on the ship, etc., but it also seemed like the TA was out of the office traveling an awful lot. Bottom line, our DCL cruise was the worst we have ever taken and when the TA contacted me after we got back and I emailed her all of the problems we had, she offered no suggestions to make our next DCL cruise better for us. So, if we ever go on DCL again (and that is a big if), I will book myself online or by calling DCL directly.

[moki'smommy]

I usually use a travel agent connected with the cruise line only. But, for our DCL cruise, I decided to actually get an experienced agent that was well advertised and offered OBC. Since I was spending so much money, I thought this would be better. Well, I was wrong. The TA was "ok", but I had to ask some really specific questions all the time. There were some automatic emails that came about events on the ship, etc., but it also seemed like the TA was out of the office traveling an awful lot. Bottom line, our DCL cruise was the worst we have ever taken and when the TA contacted me after we got back and I emailed her all of the problems we had, she offered no suggestions to make our next DCL cruise better for us. So, if we ever go on DCL again (and that is a big if), I will book myself online or by calling DCL directly.

 

This sounds like my first experience with agency that works exclusively on line (except when they screwed up my payment--then they called me). I was assigned to an agent who would send me automated messages like "I'm going to WDW from Friday to Tuesday, so please do not attempt to contact me. I'll deal with any concerns when I get home." As I stated in the above post...I'll never use this agency again.

 

BUT there are a few gems out there. You can't assume all agents/agencies are as bad as some are.

[moki'smommy]

I would love it if there was a website for TA reviews.

 

The problem is that most sites with cruise forums are owned by travel agencies. I find Cruise Critic to be fair in that they do not allow any naming of any agency or agent. I am very familiar with another popular forum where you are welcome to praise the owner's agency by name, but not name agencies that they view as competition. Unfortunately it makes it look like everyone loves that one agency. You are not permitted to be critical of that agency.

 

I've used a local agency that handled the business travel for the company who employed me. I initially used them for private travel, but ultimately realized that they didn't know anything that I hadn't learned.....and times changed. Internet began to rule the world. I "interviewed" two other local agencies and couldn't believe the WRONG info they handed out. Yes, both of these had the big sign in their window advertising themselves as Disney specialists. I booked on my own thru DCL and/or the web site...but I didn't get much out of that. No personal touch, for sure.

 

I wish I could tell you who I like and use, but that it not permitted here. Sorry.

[Host Mick]

The problem is that most sites with cruise forums are owned by travel agencies. I find Cruise Critic to be fair in that they do not allow any naming of any agency or agent. I am very familiar with another popular forum where you are welcome to praise the owner's agency by name' date=' but not name agencies that they view as competition. Unfortunately it makes it look like everyone loves that one agency. You are not permitted to be critical of that agency.

 

I've used a local agency that handled the business travel for the company who employed me. I initially used them for private travel, but ultimately realized that they didn't know anything that I hadn't learned.....and times changed. Internet began to rule the world. I "interviewed" two other local agencies and couldn't believe the WRONG info they handed out. Yes, both of these had the big sign in their window advertising themselves as Disney specialists. I booked on my own thru DCL and/or the web site...but I didn't get much out of that. No personal touch, for sure.

 

I wish I could tell you who I like and use, but that it not permitted here. Sorry.[/quote']

 

Way back when Cruisecritic was keyword: Cruise on AOL, we were flooded by TAs self-promoting all over the boards so they got banned. They then came in as sockpuppets and shills and promoted themselves some more so any naming of TAs got banned. If a TA wants to advertise their services here, they'll have to pay for it.

[bberry32]

So does anyone know of a review site for these TA? Maybe one that isn't a forum so they can't inflate themselves, but a non biased blogger or critic. Most of the blogs that I have found only talk about how awesome their agent is, which makes me think they might have gotten some "extra OBC".

[moki'smommy]

No, I don't know of any place to get honest reviews of TAs.

[chamima]

There was just an expose on TV about all these "review" sites salting the results by having people that work there or friends write great reviews.

 

We alternate between two TAs and I got both by talking to people on our cruises.

My advice is to join a Roll Call (which , admittedly, don't seem to be very active on the Disney board) and find people who cruise a lot. Then once you're on your cruise ask them who they use.

Also ask WHY they use them and make sure to find out about change or cancellation fees. There are a couple of large agencies that people on here seem to love but they charge those fees and I just am uncomfortable with that.

[moki'smommy]

Also ask WHY they use them and make sure to find out about change or cancellation fees. There are a couple of large agencies that people on here seem to love but they charge those fees and I just am uncomfortable with that.

 

THat may be if you are thinking of agencies other than those I've used. I've used 2 large agencies that work primarily on line (although one is happy to work over their 800 number and also has a UK number). One I loved, one I had horrible service and there is no way I'd use again. Neither had a cancelation fee, and the one I use doesn't have one now (can't say about the other as I won't go near them!)

 

The only place I've encountered a cancelation fee was with a local agency. While it looked like a small independent, when you got to the fine print, it was a part of a nationwide group. I honestly don't know who imposed the fee--local or national officials. But again, they had so much misinformation that I didn't and wouldn't book with them (this was before the agency that I love).

 

The "excuse" for charging a cancelation fee is that the agency has done so much work for you during the booking process (agent time used). In some cases that may be true, but in others all they did was to make a phone call to book the cabin number you requested on the date that you gave them. Hardly worthy of a fee IMHO. What they don't realize is that they are cutting off their own noses--no way I would use an agency who imposed any sort of fee other than that charged by the travel provider. If DCL doesn't charge the fee, the agent shouldn't.

Edited July 3, 2015 by moki'smommy

[Ex techie]

idk how to pm. will you pm me with what agent you use?

 

Cruise Critic does not have the PM function enabled on their forum software, presumably to stop people doing such things as discussing topics that are not allowed.

 

The only way to communicate other than on the boards is if someone offers their email address which is allowed.

 

ex techie

[Tigger05]

Okay, so I bit the bullet today and found a form to email the agency which it specifically said is not for quotes I requested a new agent. Who should I get a call from today but the TA I currently have. I did not answer. Ugh. If I had the extra money right now, I'd cancel it all together and rebook with another agency or even DCL directly, OBC be damned.

[Ex techie]

Okay, so I bit the bullet today and found a form to email the agency which it specifically said is not for quotes I requested a new agent. Who should I get a call from today but the TA I currently have. I did not answer. Ugh. If I had the extra money right now, I'd cancel it all together and rebook with another agency or even DCL directly, OBC be damned.

 

Did you miss the call or intentionally ignore it?

Did they leave a message and if so what did it say?

 

ex techie

Edited July 4, 2015 by Ex techie

[Ex techie]

If you are deliberately ignoring calls from the TA or TA company, you are doing yourself no good whatsoever.

Just harming yourself against any complaints you have with them.

 

If you can, call them back and explain you missed their call.

 

Otherwise you are only digging a hole for yourself by not communicating with them, when they are reaching out to you.

And be assured plenty of TA's read the forums.

 

ex techie

Edited July 4, 2015 by Ex techie

[moki'smommy]

Ignoring calls is not going to help you.

 

Sounds like the manager or whomever got your form might have contacted your agent and told her to "make nice." Not what you wanted. YOU need to have the courage to say "this is why I don't want you as my agent." Tough, but needed. But before you go there, return the call and see what she has to say. Be prepare to ask how long it will take to get your money back if you cancel. How long it takes actually depends on how you paid. It is typically one credit card cycle, but can take up to 6 weeks after the agent gets around to canceling with DCL. BE SURE they send you an official notification of the cancelation if you go that route!

 

By the way, the whole "get a quote" is crap--you can look up a price on DCL's web site or the sites of many agents. Makes me think that you used the same agency that I was unhappy with....but that's just a guess. Anyone who wants you to fill out a form to "get a quote" is just trying to reel in a sale.

[Tigger05]

Techie, no, she left no message. I do not answer calls unless I know who it is. If it is that important, they'll leave a message. If not then I won't worry about it. However, I do look up the number to determine where the call originates from. When I found out it was Colorado, I compared the number with my TA's and it was her. Since tomorrow is a holiday, I don't know if I should wait until Monday or what. Suggestions?

 

Moki, let's just say, if I got stuck on a specific ride at MK, I might go insane!!

[moki'smommy]

Well, today was a bank holiday and many businesses were closed....but I think I'd probably wait till Monday. If you were to call tomorrow and get no answer, it would frustrate you but really be an "ok" thing for her to be off.

 

And I think I'd start the call with "you called but didn't leave a message." That's just RUDE on a business call. As you said, if it's important she should leave a message (even if only "This is Sue from XYZ travel and I need to get in touch with you. Not an emergency.") if it's not important, she shouldn't call.

[chamima]

Tigger

I'm not sure about DCL but I know that with other cruise lines (Princess for sure) if you're REALLY unhappy you can talk to someone at the cruise line and get a form from them asking to transfer your cruise back to the cruise line.

You fax in the form and they send it to the TA.

This can get pretty nasty but if you're really that unhappy it might be an option

 

 

If what you want is more attention from the TA then call back on Monday. In your original post you said you didn't have a number to call but now you do so try that route.

[Tigger05]

Moki, I agree. I absolutely would not expect her to be working today at all. (I'm not that type of person.) If I had an emergency while on a cruise or something, then yeah, I'd probably call, but I really do not want to interrupt her holiday with her family. I will call her on Monday to see what she needed. I liked your comment about saying "You called but didn't leave a message." In this day and age, every one pretty much has caller id so there's no reason I wouldn't know she called.

 

Chamima - I will check into the option. Why does it get pretty nasty though?

 

The bad thing is that my MIL is considering (probably will) go with us and will need to book her cruise, too. They've lost out on that business now regardless.

Edited July 4, 2015 by Tigger05