Travel Agent Issue - Need advice

[MattnTricia]

We have used a specific ravel Agent several times in the past for reservations. 

 

They are known for good bonuses and are well known for Holiday promotions. 

 

While cruising over the Thanksgiving we booked 2 separate cruises for 2024 while we were onboard our first celebrity cruise. 

 

We requested the same AI package from the TA and ended up having to take several calls to confirm information at the TA's request vs doing the booking via email.

 

It turned out the Agent messed up on one of the reservations and chose a no perks rate vs the AI which we requested. 

The invoice was confusing as it showed 3 separate discount lines on the invoices all with the only description being NRD. 

 

We took several calls confirming the reservations and perks both before and after the booking.  He even called us to ask if the lwoer price was OK before he put it through. 

 

 This issue was the agent was swamped with reservations and he used the wrong booking code.

 

We waited a few weeks for the packages to show on Celebrity as there is normally a delay and it turns out they didn't exist. .  We are now outside the non cancelable window  and are stuck with an ~$700 over the original quote and a $1000 difference over where we currently stand. We wouldn't have booked this cruise  with the current pricing. 

 

The real kicker is the TA even choose a higher price NRD for the same cabin then what was being offered at that time. 

 

We booked using $1000 in Celebrity gift cards and the balance with our CC.   

 

Any suggestions to avoid the 25% cancelation fee?   Transferring to a different cruise due to pricing would probably be our best bet at this point. as the TA says there is nothing He can do and it is all our fault.

 

 

Edited January 2 by MattnTricia

[jelayne]

Do I understand correctly, you booked the cruises on board and paid the deposit while on the ship.  Then you transferred the cruises to a TA.  Why did the TA not just take the bookings as they were  which would involve little to no work on their part.  

 

We regularly book on board for the reduced deposit and then transfer the reservation to a TA.  The only time they have suggested changing the booking when it was transferred was if they had a lower group rate, but the would require a higher deposit.

 

Do you have a copy of your original booking confirmation?  Maybe the TA can use that to help him get his error corrected by Celebrity.

[MattnTricia]

We did not use Celebrity to book and transfer.   We used the TA to book while onboard.  We had the FCC  and just had the TA apply it. 

[jelayne]

That's unfortunate.  You can explore transferring to a different sailing but that would likely involve some cancellation or change fees. 

 

 

[wrk2cruise]

Since you are after final payment moving to another sailing is not an option.   I'm afraid if you have no proof of the TA mess up you are out of luck.  From what you are saying they are claiming it's your fault.  I would at least escalate your side of the story up their management chain to see if they value your continued business. 

 

Any TA should provide an invoice including what perks you get at the time of booking.  You really need to pay close attention to these.  If not detailed them make them provide the details.  All water over the bridge now.

 

[Pinboy]

It appears that there was quite a bit of miscommunication between you and your TA. 
I see you have been on CC since 2005 and assume you know the “routine “ re Transferring to your TA.
A few questions:

1-Did the Celebrity TA on board ask you the name of your TA and that they would transfer the booking in its entirety while you were sitting there?

(That’s what they have always done with us).

2- If so,Why didn’t you have them send it?

3-How and when did you transfer the booking to your TA?
4-Were you advised that you only have 30 days from date of booking to transfer to the TA of your choice?
Let’s hope your TA will “ make good “ as it appears their fiduciary responsibility to you ( acting in your best interest) was not done.

 

[alexandria]

5 minutes ago, Pinboy said:

It appears that there was quite a bit of miscommunication between you and your TA. 
I see you have been on CC since 2005 and assume you know the “routine “ re Transferring to your TA.
A few questions:

1-Did the Celebrity TA on board ask you the name of your TA and that they would transfer the booking in its entirety while you were sitting there?

(That’s what they have always done with us).

2- If so,Why didn’t you have them send it?

3-How and when did you transfer the booking to your TA?
4-Were you advised that you only have 30 days from date of booking to transfer to the TA of your choice?
Let’s hope your TA will “ make good “ as it appears their fiduciary responsibility to you ( acting in your best interest) was not done.

 

 

The way I'm reading the post and follow up, the OP didn't book through Celebrity and transfer it to their TA. It reads as though the fact the OP booked while on board is irrelevant and just where the OP was located when they arranged future cruise bookings with their own TA via phone and email.  If I am misunderstanding, perhaps OP can clarify.

[jelayne]

1 hour ago, Pinboy said:

It appears that there was quite a bit of miscommunication between you and your TA. 
I see you have been on CC since 2005 and assume you know the “routine “ re Transferring to your TA.
A few questions:

1-Did the Celebrity TA on board ask you the name of your TA and that they would transfer the booking in its entirety while you were sitting there?

(That’s what they have always done with us).

2- If so,Why didn’t you have them send it?

3-How and when did you transfer the booking to your TA?
4-Were you advised that you only have 30 days from date of booking to transfer to the TA of your choice?
Let’s hope your TA will “ make good “ as it appears their fiduciary responsibility to you ( acting in your best interest) was not done.

 

Post 3 OP says they did not book with Celebrity.  They happened to be on a ship and contacted the TA to book.  
 

[Jim_Iain]

Personally I would contact the owner of the Travel Agency and ask for the reservation to be corrected to what you had thought you were booking.   If a high volume agency they should have contacts to help fix the problem.  

 

If they don't - time to find a new agent.  

[Rina155]

If it is a large agency most likely the calls are recorded. Might not hurt to ask about that when you escalate. 

[MattnTricia]

So far no luck reaching anyone else at agency and TA is absolutely 0 help.

 

Reaching out to Celebrity now but expecting no help

[hcat]

I would eat the cancel fee an start fresh with a new TA.

Edited January 4 by hcat

[Jim_Iain]

Another option if you want to stick with current agent and get them to address your issue.    Start leaving negative feedback on places like Yelp, Twitter Feed, Facebook.   In addition you can file a negative report with Better Business Bureau and ASTA (American Sociaty of Travel Agencies.    You may also find that filing a complaint with the State Attorney General could be effective. 

[keesar]

Lesson learned and time to move on.  ☹️

[MattnTricia]

I went through the gauntlet today on the phone and ended up with a decent response

 

After hearing the story and asking  for the phone transcripts of my calls they were a little more open to try and help. It probably helped also I had 2 open cruises with them and they could see I have been on 2 other cruises in last few months to go with my past history with them. 

 

They  called Celebrity on my behalf and we ended up forfeiting $200 in OBC and having to pay $246 more to get the perks to book a current less than 90 day out special. 

 

This ended up being about $150 more expensive then initially quoted but $650 less than useless TA who wouldn’t even attempt to remedy his mistake.  We also ended up in aqua balcony vs concierge balcony in thiis cabin move.

 

Thanks  for the couple of tips as it definitely seemed to help today. 
 

 

[bikerunner]

8 hours ago, MattnTricia said:

I went through the gauntlet today on the phone and ended up with a decent response

 

After hearing the story and asking  for the phone transcripts of my calls they were a little more open to try and help. It probably helped also I had 2 open cruises with them and they could see I have been on 2 other cruises in last few months to go with my past history with them. 

 

They  called Celebrity on my behalf and we ended up forfeiting $200 in OBC and having to pay $246 more to get the perks to book a current less than 90 day out special. 

 

This ended up being about $150 more expensive then initially quoted but $650 less than useless TA who wouldn’t even attempt to remedy his mistake.  We also ended up in aqua balcony vs concierge balcony in thiis cabin move.

 

Thanks  for the couple of tips as it definitely seemed to help today. 
 

 

Glad you got a decent resolution on this.  Unfortunately this happens at times, very rare overall but just need to keep on the TA to they make it right.  

[Tierun]

10 hours ago, MattnTricia said:

I went through the gauntlet today on the phone and ended up with a decent response

 

After hearing the story and asking  for the phone transcripts of my calls they were a little more open to try and help. It probably helped also I had 2 open cruises with them and they could see I have been on 2 other cruises in last few months to go with my past history with them. 

 

They  called Celebrity on my behalf and we ended up forfeiting $200 in OBC and having to pay $246 more to get the perks to book a current less than 90 day out special. 

 

This ended up being about $150 more expensive then initially quoted but $650 less than useless TA who wouldn’t even attempt to remedy his mistake.  We also ended up in aqua balcony vs concierge balcony in thiis cabin move.

 

Thanks  for the couple of tips as it definitely seemed to help today. 
 

 

Going from CC to AQ and getting the perks for only $150 extra is a win on your part. Congrats!

[MattnTricia]

It was our first time with FCC and we thought it was easier not to transfer and book direct with TA with the certificate.  
 

we were obviously wrong and thst is a very good tip

 

lesson learned 

[Pinboy]

18 minutes ago, MattnTricia said:

a very good tip

If I might add a few "tips ":

--While onboard make reservation(s) with the Future Cruise Dept.

They will explain the benefits re additional OBC and reduced deposit, plus, transfer your booking to the TA of your choice immediately.

--Purchase a Future Cruise Certificate ($100 per person ).

You have 60 days to book ( not take ) a cruise or you can get your money back.

It gives you additional OBC depending on the length of the cruise and the accommodations you book.

We've done it many times-- never a problem.

 

 

[hcat]

16 hours ago, MattnTricia said:

I went through the gauntlet today on the phone and ended up with a decent response

 

After hearing the story and asking  for the phone transcripts of my calls they were a little more open to try and help. It probably helped also I had 2 open cruises with them and they could see I have been on 2 other cruises in last few months to go with my past history with them. 

 

They  called Celebrity on my behalf and we ended up forfeiting $200 in OBC and having to pay $246 more to get the perks to book a current less than 90 day out special. 

 

This ended up being about $150 more expensive then initially quoted but $650 less than useless TA who wouldn’t even attempt to remedy his mistake.  We also ended up in aqua balcony vs concierge balcony in thiis cabin move.

 

Thanks  for the couple of tips as it definitely seemed to help today. 
 

 

glad you are satisfied but maybe get a new TA for any future cruises!

[563toM]

We cruised for the first time with Celebrity in November and purchased (3) of the Future Cruise Vouchers for $600.  When we came home we booked...tried to book...the first 2 cruises we selected.  I couldn't believe the trouble that we had explaining to the big box rep what we were trying to redeem.  We had so much trouble that we won't be purchasing them again.  I would book while on a cruise but never again buy a FCC.

 

[Pinboy]

17 hours ago, 563toM said:

I couldn't believe the trouble that we had explaining to the big box rep what we were trying to redeem. 

We purchased the FCC's a few times and booked with Big Box without any difficulty.

I suppose it depends on the Agent that takes the call.

Otherwise, it might be easier to call Celebrity, make the booking with them , and have them transfer your booking to Big Box ( extra benefits ).

Why lose out on the extra OBC and the minimum deposit because of a poorly trained Agent ?

Bonne Chance ( Good Luck )