How to spot a good or bad TA?

[Icyhill]

I'd like to tranfer my RCI reservation to a local cruise TA that can provide great service and perks. (BTW, I already have a great rate on cruise, flight & hotel).

 

How can I spot a good or bad TA? What should I watch out for? What questions to ask?

 

This is our first cruise and for land excursions I do all my own research and bookings. But, I'd love to have a great advocate in my corner if we need it.

 

THANKS! :p

[newmexicoNita]

I'd like to tranfer my RCI reservation to a local cruise TA that can provide great service and perks. (BTW, I already have a great rate on cruise, flight & hotel).

 

How can I spot a good or bad TA? What should I watch out for? What questions to ask?

 

This is our first cruise and for land excursions I do all my own research and bookings. But, I'd love to have a great advocate in my corner if we need it.

 

THANKS! :p

Good for you, as for perks, what are you referring to? Are you thinking something like OBC, gifts, etc? Many very good agents do not offer perks, but offer good service.

 

Your best bet is to choose a company that specializing in cruising. There are many out there. Ask friends for referrals,and check ads in the Sunday travel section of your local newspaper. A good agent, in my opinion is one that will ask you questions, be pleasant and has some travel experience. It is hard to advise if the person has little personal experience. This isn't to say, every good agent is a veteran traveler or that those who haven't cruised a lot are bad, it is just one guideline.

 

Nita

[sail7seas]

I think OP asked a great question.

 

How, indeed, does someone recognize from the start if they have picked a good TA? An ad in a newspaper means nothing. IMO Personal referrals count a lot IMO if received from someone whose judgement you generally trust/respect.

 

If you walked into a brick and mortar TA office, what questions would you ask this TA in order to determine if you wished to work with them?

 

[newmexicoNita]

I think OP asked a great question.

 

How, indeed, does someone recognize from the start if they have picked a good TA? An ad in a newspaper means nothing. IMO Personal referrals count a lot IMO if received from someone whose judgement you generally trust/respect.

 

If you walked into a brick and mortar TA office, what questions would you ask this TA in order to determine if you wished to work with them?

 

I mention the ads only because agencies with good reputations are normally more successful and more inclined to advertise. This is just one way of starting the search, not the only way. Of course referrances are the best.

 

What questions should one ask an agent?

 

Wow, that is a good one as well. Before going into the business I always picked agents by their attitude, friendliness and openess. I remember one time walking into a company asking for brochures on 2 particular lines. The agent told me she didn't like to do business with either of those lines. When I told her I wanted to consider those 2 she acted like I was a second rate citizen. I didn't do business with her, ended up using a company that took time to explain to me the differences in varies lines, those 2 as well. Eventually we cruised both lines, one we loved, one we didn't.

 

I am not sure there are right questions to ask, maybe just the feeling you get when you meet an agent is the best way. Do they have time to work with you? Are they open? Do they seem to know the cruise business?

 

Nita

[sail7seas]

Thanks, Nita.

 

I in no way want you to think I'm being argumentative but this is a subject that is interesting me at the moment.

 

Friendly is great. Love it. Appreciate it but doesn't tell me this agent knows enough to not book me on a flight that arrives an hour before my ship is scheduled to sail. Doesn't tell me (s)he can accurately answer my questions and I can safely rely on those reponses.

 

Instinct is very important. One hopes as we travel through life we learn to trust our instinct about a person's professionalism and competence. Sometimes we learn too late we were wrong!@!@ :eek:

[newmexicoNita]

Thanks, Nita.

 

I in no way want you to think I'm being argumentative but this is a subject that is interesting me at the moment.

 

Friendly is great. Love it. Appreciate it but doesn't tell me this agent knows enough to not book me on a flight that arrives an hour before my ship is scheduled to sail. Doesn't tell me (s)he can accurately answer my questions and I can safely rely on those reponses.

 

Instinct is very important. One hopes as we travel through life we learn to trust our instinct about a person's professionalism and competence. Sometimes we learn too late we were wrong!@!@ :eek:

I don't take what you are saying as argumentative, rather I think it is a great question and yet I don't think there is an answer. Instinct is probably the number 1 thing: i mention friendliness because I friendly agent will take the time or hopefully will to answer questions and get the correct answers. None of us have all of them. I don't care how much we have traveled, how long in the business or who we are, we need to depend on others for answers sometimes. I still say a friendly agent will be one that will work for you. Maybe instict is the best qualifyer.

 

Nita

[beth4652]

I don't know anyone who has used a local TA, and there aren't many out here in the burbs. The one time we used a personal acquaintance who was a TA, we had horrible service and planning, although the cruise itself was wonderful. We've since used a different online agency/TA for each cruise. We had no problems, so I can't say if they were "good" or not. However, none of them seemed interested enough in us for me to even begin to develop a loyalty to them. None of them contacted us after the cruise to make sure we had a good time. Therefore, I'm still looking. :o

[cruiseco]

Longevity in the business can be a good thing to look for.

 

Someone who has been around for 20+ years knows all sorts of people at every cruise line. And many times that person started at some lower level job and has worked up to some senior management position over the years -- a position high enough up that he/she can bend the rules if needed to get your problem handled. So if you've got a problem you call your contact who, if he/she can't solve the problem herself, will know exactly who can and will put in a good word for you to smoothe the way.

[prttygirlmss]

I don't know anyone who has used a local TA, and there aren't many out here in the burbs. The one time we used a personal acquaintance who was a TA, we had horrible service and planning, although the cruise itself was wonderful. We've since used a different online agency/TA for each cruise. We had no problems, so I can't say if they were "good" or not. However, none of them seemed interested enough in us for me to even begin to develop a loyalty to them. None of them contacted us after the cruise to make sure we had a good time. Therefore, I'm still looking. :o

I agree. I live in Georgia as well and there are no local TA's anymore. Everyone wants to do business on the internet. I also booked my cruise via an online travel site. After my cruise no one ever called me again either. I am also still looking too!

[newmexicoNita]

I agree. I live in Georgia as well and there are no local TA's anymore. Everyone wants to do business on the internet. I also booked my cruise via an online travel site. After my cruise no one ever called me again either. I am also still looking too!

This is so discouraging to me; yes with modern technology you do not have to sit across from a TA to book your vacation. Probably I haven't even met 1/2 of my clients, but I am not an on line agent and most who post on here are not. If there are no store front agencies in your area I have no idea how you can find a reputable agent with knowledge and experience. No wonder so many are choosing to book on their own.

 

Nita

[blindrid]

I'd like to tranfer my RCI reservation to a local cruise TA that can provide great service and perks. (BTW, I already have a great rate on cruise, flight & hotel).

:p

 

Am I the only one that has picked up on .... already have a great rate on cruise, flight and hotel and now want to transfer to someone that provides great service and perks.

 

Obviously, OP is a value minded cruiser but does not want to pay for great service and I'm guessing also wants perks. Quality, low price and service should not be used in the same sentence.

[beth4652]

I agree. I live in Georgia as well and there are no local TA's anymore. Everyone wants to do business on the internet. I also booked my cruise via an online travel site. After my cruise no one ever called me again either. I am also still looking too!

 

Hi, prttygirlmss. We have a thread for Georgia cruisers on the Floataway Lounge board. Come join us. :)

[jcanino]

I agree. I live in Georgia as well and there are no local TA's anymore. Everyone wants to do business on the internet. I also booked my cruise via an online travel site. After my cruise no one ever called me again either. I am also still looking too!

 

I just did a search on CLIA's web site (http://www.cruising.org) for travel agents in Georgia. In the 30*** ZIP codes, 452 agencies come up. in the 31*** ZIP codes, there are an additional 54. Mind you, not all of these are store front agencies. Some of them may be one person operations. If you narrow your search even more by entering in the first three or four numbers of the ZIP code, you will get an even small list of travel agencies closer to you. Once you have that narrowed down, look for an agency that may have an ACC or MCC certified travel agent. With the amount of work, time and effort that goes into earning the certifications, you may find a good, local TA that way.

 

I also searched on The Travel Institutes's web site (http://www.thetravelinstitute.com) for GA travel agents who have earned CTA and CTC certifications and found 60. Some may work for the same agency. To earn a CTA, a TA has to have been employed a minimum of 2 1/2 years. For the CTC, it is 5 years. This certification process is even more involved than the one from CLIA and involves more course work, more time and a whole lot more money. Both certifications conclude with the TA taking a three hour exam that includes five essay questions. Someone who takes the time to earn a CTC certification is serious about the business they are in.

 

Check both web sites and see if you can find a travel professional in a nearby community.

[sail7seas]

Excellent comments here. Very helpful.

 

I used a brick and mortar TA for about 8 (?) years. They originally served me fine but though the same people were in this small, down the street and round the corner agency, I saw a huge decline in service/interest in pleasing. I can only speculate the reason for their drop in service and what may be going on there internally but I became very dissatisified and knew it was time to move along.

 

It's too bad as I was a good client who provided a lot of business. I never did feel it was much appreciated. I did not want to go from brick and mortar to huge on line agency. It left me with few choices.

 

We have taken about 70 cruises, give or take. I don't need much hand holding but want someone who takes my calls or returns them same day. I want someone who, after taking initial notes, has records of what our usual choices are. Someone I can trust. There aren't many small storefront agencies left in our area and I wonder if they are doing much business, ie will be in existence very much longer.

[Icyhill]

What I mean is that I have already done most of the work on my own. Because I did not talk with a cruise specialist in my early research, I booked on my own thru RCI very early with a great rate (I think has gone up almost $2000 for my 2 rooms since I booked last spring). I found my air and hotel too. But, I have now heard on this board that having a great TA in your corner is a good thing! And, yes, I wouldn't mind getting a perk (like some OBC or paid insurance, etc) for giving the TA an easy commision. This is my first cruise, so I'm learning as I go. Looking ahead, I wouldn't mind having a solid relationship with a great TA either.

 

I found a list of CLIA TA's in my area. Maybe I'll start here. I can always stick with RCI holding my res. I did pick up the extra insurance too. The cruise isn't until the end of March, so I have time.

 

Icyhill

[newmexicoNita]

Excellent comments here. Very helpful.

 

I used a brick and mortar TA for about 8 (?) years. They originally served me fine but though the same people were in this small, down the street and round the corner agency, I saw a huge decline in service/interest in pleasing. I can only speculate the reason for their drop in service and what may be going on there internally but I became very dissatisified and knew it was time to move along.

 

It's too bad as I was a good client who provided a lot of business. I never did feel it was much appreciated. I did not want to go from brick and mortar to huge on line agency. It left me with few choices.

 

We have taken about 70 cruises, give or take. I don't need much hand holding but want someone who takes my calls or returns them same day. I want someone who, after taking initial notes, has records of what our usual choices are. Someone I can trust. There aren't many small storefront agencies left in our area and I wonder if they are doing much business, ie will be in existence very much longer.

I think the small companies are hanging in there but know what you mean, not to mention you sound like the client every agent should dream of having. I have a few, like you. If I ever lost them I would be crushed.

 

Nita

[cruise_lover]

Not all good TA offers perks all the time. I have a wonderful TA but when you are cruising with a goup of 400-600 other travlers a TA just can't give all of us a perk. What I like about my TA is that he always answers my phone calls or E-Mails in a timely manner. He has been in business for years so I know he is well established. And he is in good standing with our local and state BBB. He has a building with a physical address that I can walk into during regular business hours and have him (or another agent if he is out of the office) answer my questions and alleve my concerns. The owner and several of his agents are on the ship with us to help us with problems that might come up. And all of his agents are certified and keep up with local, state, national and foreign rules and regulations.

 

I wish I can send you his name and phone number but one of the rules of belonging to Cruise Critic (CC) is that we do not endorse any travel agent or agency and you can't blame them. They want everyone to be on a level playing field and it is only right that we give them this (level playing field).

[blindrid]

To the TA's here, if someone transfer a cheap trip to you, do you get the total commission (I'm guessing it's pretty minimal) and can you give OBC and the like on top of it? I'm missing the profit margin on this one and OP thinks her deal is one everyone would chase after. I guess I'm not seeing it that way.

[cruiseco]

To the TA's here, if someone transfer a cheap trip to you, do you get the total commission (I'm guessing it's pretty minimal) and can you give OBC and the like on top of it? I'm missing the profit margin on this one and OP thinks her deal is one everyone would chase after. I guess I'm not seeing it that way.

 

First of all, yes you would get your normal commission -- one possible exception is explained below. But if, in order to get the booking, you have to give back a large proportion of that commission in the form of "perks" then it's often not worth bothering with.

 

On a slightly different topic from transferring a booking from the cruise line to a TA, some cruise lines are starting to crack down on transferring bookings from one TA to another in the never-ending search by some cruisers to find that extra OBC or other perk. Crystal has gotten fed up with high-volume (and high commission) agencies stealing bookings from other agencies.

 

Here's what happens: A high volume agency may make 15% on the booking and let's say the total booking is $5000 for a commission of $750.

 

Let's say Mom and Pop Travel (making 10% commission) and book the client on that $5000 cruise ($500 commission to them).

 

The client happens to be browsing the web and sees that the high volume agency is offering $250 in perks, so the clients move their booking from Mom and Pop over to them.

 

#1 The client get $250 in perks they otherwise wouldn't have

 

#2 The high volume agency is still making $500 so they're happy

 

#3 Mom and Pop agency gets screwed (unless they're smart enough to have their own cancellation penalties in place to protect themselves)

 

# The cruise line is also getting screwed since now their commission expense on the booking has jumped from $500 to $750. The cruise line is basically subsidizing the agency's efforts to steal business from other agencies -- they don't mind spending money to generate new business but this is just moving an already booked and committed client around.

 

So Crystal has decided that on any moved bookings the new agency will be limited to 10% commission which makes every agency on the same footing. From the article I read it wasn;t clear if this also applies to bookings mover from the cruise line to a TA -- I wouldn't be surprised if it does.

[Icyhill]

To the TA's here, if someone transfer a cheap trip to you, do you get the total commission (I'm guessing it's pretty minimal) and can you give OBC and the like on top of it? I'm missing the profit margin on this one and OP thinks her deal is one everyone would chase after. I guess I'm not seeing it that way.

 

Let me clarify...this is NOT a cheap trip, but I booked last spring and have the great rate from booking early, so I don't need an agent to find a better rate for me. But, I have heard enough people talk about the benefits of good TAs that I'd like to consider transfering from RC. Having someone who knows more than I and can be in my corner if something comes up would be very nice. I would not move my reservation from one TA to another just to get "OBC, etc".

 

Not all good TA offers perks all the time. I have a wonderful TA but when you are cruising with a goup of 400-600 other travlers a TA just can't give all of us a perk. What I like about my TA is that he always answers my phone calls or E-Mails in a timely manner. He has been in business for years so I know he is well established. And he is in good standing with our local and state BBB. He has a building with a physical address that I can walk into during regular business hours and have him (or another agent if he is out of the office) answer my questions and alleve my concerns. The owner and several of his agents are on the ship with us to help us with problems that might come up. And all of his agents are certified and keep up with local, state, national and foreign rules and regulations.

 

THANK YOU! This is the type of info I need - how to spot a good TA. Maybe I'll end up transfering my reservation or maybe I'll just use a great TA next time. If I find one, I'll let them tell me which is best to do.

 

I'm learning as I go and looking forward to cruising. Thanks CC members for your wisdom!

[Mekamax]

If they are friendly and you think you will like talking to them (that is first - first impression is important and can be over the phone) than the next question I ask is "How many cruises have you been on?". And then "Where have you been?" and then "Were they Travel Agent cruises or cruises on your own." The Travel Agent I use now helped me with a booking that I had with someone else for no reason other than she was on my rollcall for a cruise and wanted to help me. That was a BIG plus.

 

I do not like being steared away from cruiselines for no other reason than some of their clients were not happy with it. I want personal experience and what exactly happened. Everyone has different opinions.

 

Another question to make clear up front is "What is your cancelation policy?" and if they say they wave it than get it in writing. I hadn't ever canceled a cruise I booked before cruise number 21 so you just don't know and you don't want to pay the travel agency $100 to cancel.

 

Most travel agencies can't give you a better rate unless they have a special going on (unless they cut their commission and I do not like this as it is underhanding IMO the travel agents that are out there trying to make a living) but they are great to have in your corner when needed. Hope this helps. Debbie

[jcanino]

So Crystal has decided that on any moved bookings the new agency will be limited to 10% commission which makes every agency on the same footing. From the article I read it wasn;t clear if this also applies to bookings mover from the cruise line to a TA -- I wouldn't be surprised if it does.

 

It does apply that way as well. It was in the press release we received.

[blindrid]

Cruiseco: Thanks for you knowledge.

 

Icy Hill: I did not mean to insult you as I do know some that try to get the deals on both ends which ultimately ends up screwing someone. As I use to travel for a living, a good TA was invaluable to me but the more I traveled I knew any shortcuts that would get me out of any trouble that would come along when I was on the road so I rarely ever called them short of planning my travel week i.e. flights, hotels etc. I just let them do their job as my job was to jump on a plane and get wherever I was supposed to be.

[marco]

What would I consider to be a good TA?.....If I called and wanted to speak to them, but they were not available to take my call .......I would expect a call back sometime the same day! A couple of trips ago that was NOT the case. Needless to say, we have not and will not use that agency in the future.

[OCruisers]

When you know lots more about cruising than the travel agent does, you know it's a bad TA! :D

 

Seriously, ask the opinions friends, co-workers, and other cruisers you meet and whose opinion you would trust who they recommend.

Try to find a TA who takes calls 7 days a week and has back-ups to quickly handle your request when they are away.

It's well worth the effort to find a good TA! :)

 

LuLu

~~~

Edited March 2, 2014 by OCruisers