Communication with TA

[Lilly Belle 84]

We're using a TA for our June 2016 cruise and I have never used one for anything before. It usually takes at least 24 hours, sometimes up to three days for her respond to anything I send via email and when she responds, there is no acknowledgment of the delay. I asked her to call me once about payment arrangements (we have 5 cabins and I had some questions) and she didn't respond in any way to that request, so I'm assuming she only communicates via email. Is this normal? She is a DU agent and I've heard really nice things, but I'm just not getting any interaction and it's a little frustrating. I'm just not sure if my expectations are out of line or if this is how TA's operate.

 

[DISNEYFAN3260]

We're using a TA for our June 2016 cruise and I have never used one for anything before. It usually takes at least 24 hours, sometimes up to three days for her respond to anything I send via email and when she responds, there is no acknowledgment of the delay. I asked her to call me once about payment arrangements (we have 5 cabins and I had some questions) and she didn't respond in any way to that request, so I'm assuming she only communicates via email. Is this normal? She is a DU agent and I've heard really nice things, but I'm just not getting any interaction and it's a little frustrating. I'm just not sure if my expectations are out of line or if this is how TA's operate.

I'm really curious to know the answer to your question too. I always wonder if I should be using a TA rather than planning my own trips (I like the control!) but this exact thing has been my concern....

 

[undertheradar]

We're using a TA for our June 2016 cruise and I have never used one for anything before. It usually takes at least 24 hours, sometimes up to three days for her respond to anything I send via email and when she responds, there is no acknowledgment of the delay. I asked her to call me once about payment arrangements (we have 5 cabins and I had some questions) and she didn't respond in any way to that request, so I'm assuming she only communicates via email. Is this normal? She is a DU agent and I've heard really nice things, but I'm just not getting any interaction and it's a little frustrating. I'm just not sure if my expectations are out of line or if this is how TA's operate.

I would send an email with your concerns and expectations explained. We use DU and are very pleased with our agent. There is contact information on the DU website, perhaps you might want to contact them.

 

[Princessmama 2]

We used a local TA for our first Disney cruise. Things were fine, but there were times we had delays like that too. This time I'm using DU and so far the lady has been great. Very prompt communication when I ask questions and she will even email when she is going to be out of the office for a weekend. She was recently out on vacation and emailed dates out of office along with a colleague's contact information in case of emergency. So far so good, but this is my first experience with her. I wouldn't be satisfied with your situation of having to wait and not having questions answered in a timely fashion. Are you allowed to ask for a different TA within the company?

 

[lbgraves]

My TA is very accessible. I send her a FB message whenever I have a question and she responds within minutes, even when she is out of town. Our recent trip to WDW had several changes that needed to be made due to a family emergency and she was quick to assist and help me make the changes necessary, even last minute.

 

[Fyrefly]

My TA was non-communicative as well and when she did send me responses sometimes over a week later, they would only answer a few of my questions and ignore the rest. If you contact John, the boss over at Dreams Unlimited and let him know there are issues he will move your reservation to a new TA. That's what happened with me and everything was smooth from then forward.

 

[WebmasterJohn]

Please feel free to email me at John@DreamsUnlimitedTravel.com - I would like the opportunity to figure out what's going on with your agents response time and correct the issue.

Thanks
John

 

[phinz]

I have my TA's cell number, home number, email address and Facebook profile to contact. We tend to most of our conversation through her Facebook since it gives her instant notification on her smartphone. She's very quick about her response. I would be very frustrated if she wasn't. I've almost always done my own booking, so this is a fairly new experience for me. She's done a great job so far with our land and sea. She's not with DU, but she does very well for me.

 

[fairytalelover]

I would switch TA. Our is Kathy Atchue from Small World Vacations and she is awesome. She responds very quickly and takes care of everything for us perfectly on all of our trips! I can't say enough good things about her. You can reach her at kathy@smallworldvacations.com

 

[amanda12404]

I have been emailing a girl at DU and she always responds quickly. She is so nice. Her name is Tammy Omar. I know I am probably driving her crazy but she has been so patient with me.

Amanda

 

[diznymom]

Please contact John (see post #7). He will make it all right.

We use a DU TA. She is wonderful.

 

[Lilly Belle 84]

Thanks for the feedback! And to clarify - I'm not at all concerned with any mishandling of my reservation and am very happy with our cabins, I'm very confident in DU and have no desire to switch anything to another agency I also would hate to take away anyone's commission unless it was something very extreme.

Reading previous posts, it sounds like maybe next time I can find someone else at DU who may be a better fit. I absolutely would not hesitate to try again!

 

[srferson]

Like previous posters, we use a DU agent and love her. She's quick to respond and very helpful.

 

[WebmasterJohn]

Thanks for the feedback! And to clarify - I'm not at all concerned with any mishandling of my reservation and am very happy with our cabins, I'm very confident in DU and have no desire to switch anything to another agency I also would hate to take away anyone's commission unless it was something very extreme.

Reading previous posts, it sounds like maybe next time I can find someone else at DU who may be a better fit. I absolutely would not hesitate to try again!

I am happy that you would still considering using Dreams Unlimited Travel in the future but I still ask that you contact me at John@DreamsUnlimitedTravel.com - if you are waiting days for a response from your Dreams Unlimited Travel Agent then something is wrong; it should not take that long. I would like to see if I can find out what the issue is and, hopefully, correct it so that going forward you are 100% satisfied with the service you are being provided by your TA.

We strive to make every client happy and to provide the best service possible. If you feel that you are not receiving timely responses or satisfactory service then it's important that we work to improve ourselves and our processes.

I assure you that your agent will not 'get in trouble'. We will use this as a way to improve his/her service to that all of his/her clients are happy going forward.

 

[AngelDisney]

I have been using a DU TA for 3 cruises and 2 WDW trips. She always replies within a day unless it's the weekend. She has been wonderfully patient with my reservation updates/changes. I think you should email John because your situation seems quite unusual. Have fun planning!

 

[TACK]

For the first time, I am using an agent or an upcoming cruise. I know with recent experience that the agent I have responded to my urgent request fairly quickly considering it was a Saturday. She was able to fulfill my request with no problem. I was nervous not having the control I normally do, but she did come through. This was the same agency as you mentioned.

 

[cheribelle]

I have been emailing a girl at DU and she always responds quickly. She is so nice. Her name is Tammy Omar. I know I am probably driving her crazy but she has been so patient with me.

Amanda

This is my first time using a TA and we got assigned Tammy! She is wonderful and I think I am driving her crazy too. We sail next month. But she is prompt and right on top of things. Just this week, 2 adjoining rooms opened up (they were the 5e on deck 9 - large balconies). I emailed her hoping she could switch my reservations but did not have my hopes up because those rooms go fast and by luck they were adjoining. In minutes she had the rooms switched! Very happy
I will be definitely using her again

 

[ludari]

I have a TA that I enjoy dealing with for all my Disney Cruises. Whomever I call in the office (sometimes I do asks for someone in particular sometimes I don't) they are quick to respond and help me. I don't email them often but when I do they also respond in a timely manner. I say if you are not happy either manage your own cruise arrangements or contact another TA.

 

[turtle27]

My TA responds within 24 hours, all the time, most of the time, much much sooner. Of course, if it was a question over the holiday, I would cut them some slack.

 

[tltay2005]

My DU TA is great. Just booked second cruise with her and she always answers my emails the same day.