Saga penalises customers booking through a TA

[sweep]

I’ve just read on a social media site that Saga will not credit you with ‘nights aboard’ if you’ve booked through a travel agent. 

If this is true it is preposterous.  It is bad enough that you don’t get access to ‘My Saga’ and have to sort everything out through your TA but if this is true I won’t be travelling with Saga again

Edited September 23, 2019 by sweep
Missed out a word

[Glenndale]

I have spoken to Saga and this is not strictly true.

If you book through a TA you have to call Saga on 0800504505 with your 8 digit booking reference beginning 10 and ask them to credit you.

Clumsy way of doing things I concede but you will be credited.

Really they should be giving people this information.

You cannot do this on board sadly but on your return.

I was not aware that this is the case and have had to ask for our 15 night cruise in February to be credited.

Edited September 23, 2019 by Glenndale

[sweep]

10 minutes ago, Glenndale said:

I have spoken to Saga and this is not strictly true.

If you book through a TA you have to call Saga on 0800504505 with your 8 digit booking reference beginning 10 and ask them to credit you.

Clumsy way of doing things I concede but you will be credited.

Really they should be giving people this information.

You cannot do this on board sadly but on your return.

I was not aware that this is the case and have had to ask for our 15 night cruise in February to be credited.

Thank you so much Glendale.  How stupid Saga are in not telling you

[kentchris]

16 minutes ago, sweep said:

Thank you so much Glendale.  How stupid Saga are in not telling you

Shouldn’t the TA know that and inform the customer?

[Glenndale]

44 minutes ago, kentchris said:

Shouldn’t the TA know that and inform the customer?

I doubt the TAs know that this is Saga’s procedure.

The onus should really be on Saga.

[kentchris]

Surely it’s up to TAs to know the ins and outs of the product they’re selling? Otherwise all they’re doing for their commission is to give a bit of it back to the customer as a discount and act as a messenger between the customer and Saga: that doesn’t seem like a compelling reason to use a TA, unless the customer’s only interest is in shaving a few percent off the price. 

[cinnamon]

What are ‘Nights aboard’ for?  Is this to eventually be graced with membership of the Britannia club after you’ve spent many, many nights and many, many thousands of pounds?

[Glenndale]

11 minutes ago, cinnamon said:

What are ‘Nights aboard’ for?  Is this to eventually be graced with membership of the Britannia club after you’ve spent many, many nights and many, many thousands of pounds?

Exactly that - just like Azamara or almost any other cruise line you care to mention 🙂

[cinnamon]

19 minutes ago, Glenndale said:

Exactly that - just like Azamara or almost any other cruise line you care to mention 🙂

Errr, no. On every other cruise line we’ve taken we were members after our first cruise, not 35 nights!

[Glenndale]

Fair point,  but the benefits are minimal after 35 nights whichever cruise line you travel with.

 

[kentchris]

1 hour ago, Glenndale said:

Fair point,  but the benefits are minimal after 35 nights whichever cruise line you travel with.

 

Although some, especially Cunard customers, would say that the top tier is achieved after so few nights/cruises that the top tier cocktail party is far too crowded.  

[sweep]

I frequently book my cruises through a TA. You are immediately given access to the cruise line’s web site and can book excursions, speciality restaurants, ask questions etc.  I never dreamt it would be any different with Saga.  I’ve not seen it stated on the T’s and C’s and it was someone on CC who alerted me to the fact I couldn’t deal directly with Saga.  The news about the ‘nights aboard’ would have been the last straw except for the fact that Glendale has shown me what to do. 

I really feel Saga need to look carefully at this if it wants to attract new people

[kentchris]

It’s not uncommon for cruise lines to refuse to deal directly with customers when they’ve booked via a TA, otherwise there’s little point in the line paying a commission if it’s only in order to give the customer a discount vs booking directly.

 

Saga are unusual in blocking access to the cruise personaliser, but TAs have access to ‘manage my booking’ so all they have to do is have a dialogue with their customer to justify their existence. They’re selling a product in the form of a cruise and a service in the sense of their acting on behalf of the customer in making requests and resolving issues. If they’re not providing that service they’re acting as a sort of parasite in the system in return for sharing a bit of their commission with the customer.

[Mrs Miggins]

I agree with Sweep.  I use my small cruise specialist TA for a number of reasons.  Yes one is certainly that they share their commission with me.  However they now know me personally, they charter river cruisers three or four times a year, offering a wonderful personal service at a rate which is extremely beneficial.  I loved our latest Scenic cruise but the prices are eye watering so the ability to add a a couple of extra trips a year at a low price is certainly attractive.  In addition they do deal with the back office of cruise lines like Azamara which is notoriously difficult.    However I have always been able to access the website to book excursions and check my cruise.  Saga must up their game in a number of ways in order to attract new cruisers and those, like us, who use several other lines.

Edited September 24, 2019 by Mrs Miggins

[Glenndale]

14 hours ago, kentchris said:

Although some, especially Cunard customers, would say that the top tier is achieved after so few nights/cruises that the top tier cocktail party is far too crowded.  

We rarely go to any of the bun fights held in the Queens room, although we may attend the Grills welcome aboard as it is generally less crowded 

 

13 hours ago, sweep said:

I frequently book my cruises through a TA. You are immediately given access to the cruise line’s web site and can book excursions, speciality restaurants, ask questions etc.  I never dreamt it would be any different with Saga.  I’ve not seen it stated on the T’s and C’s and it was someone on CC who alerted me to the fact I couldn’t deal directly with Saga.  The news about the ‘nights aboard’ would have been the last straw except for the fact that Glendale has shown me what to do. 

I really feel Saga need to look carefully at this if it wants to attract new people

sweep I had no idea about this until your post.

I rang Saga to find out the truth of it because I don't immediately believe what is posted on message boards.

Saga should be informing their customers the terms and conditions of their scheme within their 'welcome' documents.

When I booked my Northern lights cruise my TA, who we must have booked upwards of 30 cruises with, was as surprised as I was when I told him we couldn't log into our personaliser.

He spoke to Saga on our behalf, happy for us to access it but Saga wouldn't budge.

I have told him that we will book any future Saga cruises direct as it just isn't worth the hassle.

Saga really needs to get their a***s into gear and sort this out.

They will need to attract another 800 or so passengers per day to fill the extra capacity when Adventure is launched.

Their management don't seem to have grasped their competitors in this 'boutique' market and have carried on in their old ways.

I enjoyed my Sapphire cruise and I'm sure I will enjoy my Norway Rocks cruise but from the sound of it they could have done so much better.

 

[lincslady]

I am quite a fan and supporter of Saga cruises - as anyone reading my posts might guess - but I am disappointed to read this, and also looking at the daily programmes on the SOD thread, as I had thought Saga would adapt for the new ships to become more like the top class (maybe not 'luxury' line) they should be.  So far almost everything happening on SOD reflects exactly how Pearl and Sapphire have been run, and there certainly should have been some tweaks to adapt to the new style of ship.

 

I think that so many lines are now basically American, including Cunard and P and O, it means there is a contrast in style with the essentially British Saga.  And one which does not reflect well on Saga.  They do need to have a good look at themselves.

 

Cruise lines use Agents to lighten their own load, and as far as I am concerned, any paperwork etc. for your cruise comes via the Agent.  However, it is not a good policy not to let people look at their booking online direct, and I hope and think this may be sorted out.

[janecambridge]

Having just read this topic,I phoned SAGA, that in itself was a trial  as the number they give is basically for buying insurance,I was told that I cannot access my booking for my next cruise myself only through my agent.It is a breach of contract between them, for Saga to interact directly with customer.But the Britannia nights scheme is NOT  affected when booking through an agent. 

I do like to be able to see my own booking on a cruise,but at the end of the day I believe my agent should do some work!! 

[Glenndale]

Hi Jane, 

I gave a number to ring about this issue 0800504505

In spite of what you have been told it does affect your points. You need to ring them with your 8 digit reference no. to get them awarded.

You will be awarded them but only after you give them the information.

It also seems to be a case of right arm / left arm 🙄

Edited September 25, 2019 by Glenndale

[sweep]

47 minutes ago, janecambridge said:

Having just read this topic,I phoned SAGA, that in itself was a trial  as the number they give is basically for buying insurance,I was told that I cannot access my booking for my next cruise myself only through my agent.It is a breach of contract between them, for Saga to interact directly with customer.But the Britannia nights scheme is NOT  affected when booking through an agent. 

I do like to be able to see my own booking on a cruise,but at the end of the day I believe my agent should do some work!! 

If it is a breach of contract then how come other cruise lines are able to do it? Looks like they are trying to fob you off

[Glenndale]

AFAIK they have only recently started selling through agents.

Maybe it is within their contract with the agent? 

Who knows - I tried to get ABTA involved but they didn't want to know.

It is annoying, frustrating and unlikely to win them friends within their new passengers who prefer to use an agent.

 

Just received this from Debbie at the Britannia club, 

 

Dear xxxxxx, it has been brought to my attention recently that some mis-information has been put on a social media forum concerning the Britannia Club.

I can categorically state that regardless of whether a booking is made through an agent or directly with Saga all nights are counted and updated automatically following a cruise.  This has always been the case and has not previously been an issue.

 

So why, when I rang up was I told I needed the booking reference to have them added??

Right arm / left arm!

Edited September 25, 2019 by Glenndale

[sweep]

Thanks Glenndale. I contacted Saga about this issue yesterday using Saga Chat.  They replied by email just now stating my 15 nights onboard has been credited. 

 

I commented on my End of Cruise questionnaire about the fact that you weren’t able to access My Saga if you booked through an agent.  I hope everyone else affected does the same.  

[JMyrtle]

You cannot access My Saga from on board a Saga ship either. 

I was told by Saga that I could pay a cruise balance on My Saga while on a recent cruise but internet access to the site was denied by Saga and I was not able to pay at reception or at the future cruise office either. 

I had to wait until I got home and then to add insult to injury I got a winging letter from Saga reminding my balance was overdue. 

Basically Saga could not "organise a social event in a beer factory," I have even found to my cost its a good idea to ring the transport office the day before to check the port transfer has actually been booked because often it hasn't been

Edited December 30, 2019 by JMyrtle
Typo

[Jay23]

We tried phoning Saga today,  Saturday,  and after two separate goes of 15 minutes we gave up and phoned our TA .  They answered in seconds and phoned back with the information  we asked for.   Not sure it is easy to contact Saga for any reason.   This is our first contact (attempted) with Saga!!!    Should be continue with our quest to have a cruise with them?  

[sweep]

I suppose it depends on your TA how well it works. We were very disappointed with ours - they didn’t give us any info about embarkation, no time, maps or anything. Saga however were happy to give us the information. 
I found the chat function on the saga website very useful. 
Definitely think you should go ahead with your cruise. SOD was very impressive. 

[JoJo1947]

Phoned Saga this morning no problem. Got through straightaway. Only use them direct and never through a TA. . Great service.