Cruise/travel agent question

[Aanna]

Hi all =)

Short version: How much should I expect my travel agent to know about my cruise/help me?

Explanation: I'm in the process of booking my first cruise, and, although I always book everything myself, I decided to book through a travel agent this time. I contacted someone through Small World Vacations, and asked for a quote of the 2017 Transatlantic return from Barcelona. I asked about airfare and also hotel accommodations for the nights before the cruise.

Other than the bare stateroom reservation, getting any information out of the agent we were assigned is like pulling teeth. She couldn't help me with airfare (I understand that), did not seem to want to help book the hotel (even through Disney), and when I asked what she might suggest for those things, she pointed me to Kayak. Okay, I get that that's not her thing, but she was really abrupt.

I asked if there were any other not-to-be-missed things that I should budget for, and her answer was to check the off-shore excursion list when it comes out next year. No enthusiam, no suggestions.

When I went to put down a deposit on the rooms, I thanked her for reserving starboard rooms for the return trip around the coast of Spain. Turns out I had misread the deckplan -- she reserved port side rooms. I said it would be awfully nice to be starboard where we could see the coast go by, and her snippy reply was, "I can't be expected to know something like that!"

So I asked if we could change rooms to starboard, and she insisted nothing was available. I checked, and there *are rooms available for a small up-charge.

Am I being too picky? Is there a way to get a new travel agent that I'd be more comfortable with personality-wise? Is it too late since I put down my deposit with the person? I really just have this feeling that I will know more about the cruise than she does -- and I've never set foot on a cruise ship before.

Haaaaaalp!
-Aanna

 

[DISNEY FANTASY]

Your not picky, I would expect any DCL TA to know the answers to these.

Authorised DCL TAs should have a bank of experience and training, and if thry do not know, should st least point you in the correct direction, IE a link etc.

 

[MakiraMarlena]

I think if you gave her rooms you wanted that were mistakenly on port instead of starboard and she booked those rooms for you, that's not on her, it's on you. If you told her "book starboard rooms" and she booked port, that's something different. But definitely tell her you want to be moved to starboard rooms, even if they cost a bit more.

Why she's resisting doing the stuff you ask her to do is another question. She's supposed to be helping you.

If you're not within the paid in full dates you could always cancel and rebook with somebody else, especially if you want different rooms anyway.

 

[Aanna]

Hi and thanks =)

I did not request specific rooms: I just asked for two verandah rooms next to each other (and not right next to an elevator).

Perhaps she doesn't think she is resisting me? It really might just be a personality mismatch. How do I switch? Should I contact Small World Vacations...?

 

[Canadian Girl]

We are booked on the same cruise but for a westbound we were told port is the more preferred side for sun etc. We booked starboard on our eastern. I personally wouldn't change.

 

[Aanna]

Thank you, Canadian Girl. I assume that the port side gets more sun, then? Actually, that would be another reason I would prefer starboard, actually: I sunburn like MAD. LOL

 

[Aanna]

Again, though, isn't the preferred side something the travel agent should be able to discuss with so I get a good picture of the pros and cons?

 

[DISNEY FANTASY]

Again, though, isn't the preferred side something the travel agent should be able to discuss with so I get a good picture of the pros and cons?

On standard regular cruises say out of port Canaveral- yes. Longer and new ones harder to say but thry could ask.

 

[Canadian Girl]

It is more that it is brighter. Not necessarily direct sun. More people have booked port on that cruise than starboard. We saw plenty on the Starboard side going eastbound. It is a personal choice of course.

 

[Aanna]

So, my question becomes the technical one of: *How* do I switch travel agents? I've heard Small World Vacations is the best, but if I try to rebook through their webform who is to say I won't get the same agent again (wouldn't *that* be a great way to improve our relationship)!

Is there another agency that is recommended?

Thanks SO much for the help and reality checks!!

 

[Canadian Girl]

You could just cancel, get your money back and rebook as it is months until the PIF date. Prices are still the same as opening day.

 

[Sytrace]

You are not being picky at all.

It is not a big deal to book Disney packages and ground transportation. Maybe she does not want to book airline because TA's don't get commission on those, but everything else is easy and not that much of a stretch.
Perhaps you should consider contacting her supervisor and having her replaced with someone else within the company that is a bit more involved and cruise vacation savvy.

 

[rachelsmom97]

I am sorry that you are having issues. All the questions you have asked should be answered without an attitude. It sounds like the agent does not have a great grasp of Disney Cruises, especially for Europe itineraries. Your first option is to contact Small World, explain your concerns and see if they will transfer to a agent who has more experience with DCL. The second option would be to cancel with Small World and re-book with another agency if the prices have not gone up too much. Before you choose a new agency, you should ask whether the agents have experience with DCL, especially Europe. Agencies who specialize in both Disney and other cruise lines may have agents with more resources to fully plan your vacation.

I highly recommend a couple of days in Barcelona before your cruise. One of my favorite cities in Europe. We spent 3 nights in Barcelona last year after our DCL cruise and it was awesome - I want to go back!

 

[bumbershoot]

I really just have this feeling that I will know more about the cruise than she does -- and I've never set foot on a cruise ship before.

I see nothing wrong with that.

I don't see TAs as being amazing travelers. They might not be. None that I've encountered have been, that's for sure. Honestly, they might just not get paid enough to be able to travel. And while I'm sure there are opportunities for the best TAs to get to visit cruise ships etc, I doubt that all of them get to do that.

Even cruise CS employees only kbnw what they have the opportunity to know. They have their cruise line's website, they might have firsthand knowledge, they might learn things elsewhere. But I haven't seen a great website yet that gives even the line employees great info.

We have the opportunity to research and study SO much more than the average TA. Therefore, I use TAs for the financial benefits they give me (and I only book with TAs where I can directly book through them, not just get quotes), and would never ever expect them to be an expert on anything more than BOOKING something for me. Even with our first cruise in 2003 when I did a guarantee type of room, I researched as much as I could, to know what it meant to not directly choose a room etc.


To dump this TA you have to contact the cruiseline and have them drop the TA. It's a process and not immediate. And honestly this TA hasn't done anything *wrong*, really. Hopefully you're getting something like OBC from them.

Assuming prices are the same you could just book yourself in rooms YOU choose (though the TA of your choice, or even directly) and then cancel your cruise with the TA.

 

[MakiraMarlena]

I think it is pushing it a bit to expect a travel agent to choose for you regarding port or starboard. So much depends on the actual cruise. They can't know everything and they can't read your mind as to whether you want to see land, sea or sun out your window. It's also entirely possible your travel agent has never actually been to Spain or on the ship you're booking (some might have, but not all of them will have, and it can't be assumed that they have). But if you tell them that one of those is your preference they should definitely follow it.

If you want a different agent you can ask the agency for one that has specific experience with cruising on DCL in Europe.

 

[cmph]

The parts I'm baffled about are the refusals to help with hotels and flights. I think I inadvertently offended my TA the first time we booked WDW through her and scheduled our own flights! Especially when you're talking about an international itinerary - I'm much happier knowing my TA has ALL of my information at her disposal. If something wacky happened with canceled/missed flights or the hotel lost our reservation - she would have all the info at her fingertips to help.

You certainly can't expect all TAs to know everything, but I think you should expect them to WANT to help. I'm a total micro-manager, and I email my TA the minute details of what I want booked (car rental, hotel, flights). She still double-checks for better deals, and often is successful. Plus she pays attention to special offers that come out in the future that can be applied to my trips, which I'm never going to think to constantly look for.

I will say that once you find a good TA and develop a relationship with them, you're likely to get better help.

 

[Aanna]

We have the opportunity to research and study SO much more than the average TA.

If I were dealing with a random TA, I would agree with you completely. The thing is, I hate dealing with middlemen, and one of the few advantages that I saw in using a TA was their greater knowledge of the DCL. That is why I chose Small World Vacations -- they claim that all of their TAs have experience with these things. Really, though, all I know at this point is what I read in some DCL guidebook 5 years ago. I would hope that a TA who specializes in Disney would know more than that.

Therefore, I use TAs for the financial benefits they give me (and I only book with TAs where I can directly book through them, not just get quotes), and would never ever expect them to be an expert on anything more than BOOKING something for me.

This is the other side of the coin, and why I came here for feedback on how much help others have received from TAs they have worked with. If I know going in that it is normal for the TA to do nothing except book precisely what I ask them to, that I will do all the research and arranging, and that the only reason to book through a TA is the $150 OBC... well, then that's the way it is. LOL

 

[Aanna]

I think it is pushing it a bit to expect a travel agent to choose for you regarding port or starboard. So much depends on the actual cruise. They can't know everything and they can't read your mind as to whether you want to see land, sea or sun out your window. It's also entirely possible your travel agent has never actually been to Spain or on the ship you're booking (some might have, but not all of them will have, and it can't be assumed that they have). But if you tell them that one of those is your preference they should definitely follow it.

Yes, I agree. Really, I was just surprised that she didn't know the pros and cons of port and starboard better than I did. I think I was hoping for some discussion. As it was, the discussion went something like:
Me: YAY! I just realized that you booked us starboard rooms. That's great! Thank you! It means we'll be able to watch the coast of Spain go by!
Her: Those aren't starboard rooms, they're port.
Me, turning my deckplan upside down: Um, you mean the pointy part of the map is the *back*??
Her: Yes.
Me: Oh [disappointed]. Oops. I guess I read the deckplan upside down. Um, it would be really nice to be able to see the coast of Spain go by... that would be starboard for this trip, right?
Her: I can't be expected to know that!!


Canadian Girl and a couple of other threads here have taught me OODLES in just today, so maybe I should just work it out for myself and not expect much from the TA.

 

[MakiraMarlena]

She probably couldn't be expected to know that unless she was familiar with the coast of Spain and the direction the ship goes - and I can't say I'd expect her to be an expert on that - but it sounds as if she was abrupt or rude about it.

Best thing to do is determine what you want and ask her to book it for you.

 

[cmph]

Canadian Girl and a couple of other threads here have taught me OODLES in just today, so maybe I should just work it out for myself and not expect much from the TA.

I get why you would say that, and I definitely agree that I know more minute details about my own cruise than my TA (who hasn't been on that specific cruise before)... but I would still find a new TA next time. Like I said - a good TA WANTS to help. mine books chintzy little things for us and even my in-laws just to be nice, taking up her time with no or very little commission. She'd be appalled to hear that some TAs are unwilling to help with things you have to have in order to take the trip they booked you on!