Feeling neglected by my travel agent

[steveyjc81]

John sounds like a great owner/boss/manager. Regardless of the situation, it's great to see someone in charge confront a situation and tackle the issue head on.

 

[n2mm]

I've used DU for my last 2 cruises. I'm very pleased with them, at least for my agent. I don't need a lot of hand holding and have cruised before. No I don't get random emails from her. But when I send a message, I get a prompt response. She seems knowledgeable about dcl and will answer my questions honestly, which I like a lot. I won't hesitate to continue to use her and recommend her. If I was watching a future release or a possible deal, I would contact her and ask her to watch out for them.

 

[WebmasterJohn]

I'm honestly curious about TA education/experience. Are there TA's who specialize in cruises vs parks vs ABD? Do they get "recertification" every so often? I'm honestly just curios about the structure.

All of our Dreams Unlimited Travel agents are required to be certified in the destination(s) they sell and have some experience with the product. Many of our agents are either certified with CLIA (Cruise Line Association of America) or are in the process of earning those accreditations.

For Disney Cruise Line, agents are required to complete the College of Disney Knowledge course offered by Disney (which includes a DCL module) as well as any subsequent 'modules' or sections that are added and have personal experience with a Disney Cruise Line vacation (many have been on several cruises, personally I am Platinum Level).

In addition we, as a company, hold yearly meetings where we train and share 'best practices'.

 

[WebmasterJohn]

I'm honestly curious about TA education/experience. Are there TA's who specialize in cruises vs parks vs ABD? Do they get "recertification" every so often? I'm honestly just curios about the structure.

I just realized I may have not fully answered your question.

Yes, we do have agents who 'specialize'. Some are more Disney World focused, some Disneyland, some Disney Cruise Line, ABD, RCCL, etc (you get the point).

We allow our agents to choose what they feel most comfortable with and passionate about selling.

Many of our agents 'cross-over' between multiple destinations and products but it's not uncommon for an agent unfamiliar with say Disneyland to hand that reservation over to an agent who specializes in that destination, even if it is a long-time client of that agent.

For more information on Dreams Unlimited Travel as an agency I recommend you check out our new Dreams Unlimited Travel Podcast - www.youtube.com/dreamsunlimitedtravel - I especially would like to point you to our first show from 01/04/2016 that is an overview.

 

[Yougotit]

For all the people out there that are worried about "getting someone in trouble" by reporting a performance issue. As a business person, this misconception frustrates me. As a person who reports to a boss this also frustrates me. If my performance was perceived as lackluster, I would want to know!

Without your feedback, the person who is not doing their job adequately cannot get the valuable feedback that they NEED to be able to improve. Many employees are oblivious to how the things they are doing (or not doing) are impacting you as a customer or their overall performance. It's actually a disservice to them not to raise concerns. After investing in recruitment and training most companies are not looking to fire employees just because they need coaching.

 

[Lady Jane]

I used DU on my first cruise as I did not have a clue to anything regarding DCL and our agent was wonderful. We rebooked on board and put them down as our listed agent we were that happy and recommended them to a friend. The agent began to take multiple days sometimes up to a couple of weeks to reply to queries, and our friend who had booked her first cruise was getting the same. When we did get replies they were short and felt like we were being a bother, completely the opposite experience.

At the time we didn't want to get the agent in trouble but our friend ended up having to switch agent who went above and beyond for them. From the contact both myself and my friend had with John regarding different matters I can only praise him for his professionalism and quick response even in busy periods.

 

[bethy]

For all the people out there that are worried about "getting someone in trouble" by reporting a performance issue. As a business person, this misconception frustrates me. As a person who reports to a boss this also frustrates me. If my performance was perceived as lackluster, I would want to know!

Without your feedback, the person who is not doing their job adequately cannot get the valuable feedback that they NEED to be able to improve. Many employees are oblivious to how the things they are doing (or not doing) are impacting you as a customer or their overall performance. It's actually a disservice to them not to raise concerns. After investing in recruitment and training most companies are not looking to fire employees just because they need coaching.

This makes total sense. But as a client I'm still not going to do it unless I have a truly awful experience and or the agent loses me a to. Of money.

Conflict and drama stress me out and I don't need more of it in my life. It's just easier not to rebook.

 

[jiminyC_fan]

I love DU and have used them for more cruises than I have fingers. We've never been let down. When we use them for the parks we get more communication which is more expected than with cruising.

 

[sonocruiser]

As someone who just booked with DU for the first time- today- I can say in the last 3 days I have had over 20 emails with DU and my agent. She booked a pre cruise stay and the cruise itself for me. I had a few questions that were answered in less than 1 hr. She booked my fast passes, checked availability for dinning, signed us up for transfers, found a moderate resort with a better rate, I could go on and on. She has been great. As for offering tips/suggestions without me asking, she did that as well. These included tips not just for our pre stay but the first day of the cruise as well. So I have been very satisfied, but again I literally just booked today. I usually research trips months in advance and do it myself but since this is more of a last minute trip, and the fact I have not been on a Disney Cruise, I wanted to try an agent.

 

[vinotinto]

We've booked all 3 DCL cruises through DU. I love the onboard credit. I also feel that if something wouldn't go as planned we would have a very reputable agency behind us. So, overall I am happy booking through DU and recommending to others.

But (And you all know this is coming), my agent has not shown a good command of DCL. I am the type that is easy to please and I would never get anyone into trouble. But, she has not provided any feedback when I've indicated I'm looking at 3 categories and given her the list of rooms I those categories. I've also asked her questions about what would happen if I prepaid a credit with gift cards in advance and she simply suggested that I pay once I'm on board (I'm on a 3-night cruise, so trying to avoid spending my cruise time going to guest services). So, my suggestion is to book with DU for the credit, but do your own research.

 

[easyd]

I've been using Dreams since late 2013. Up until then, I'd book directly with Disney. Since then, I've used Dreams to book 4 WDW stays, 1 ABD, 2 Disney cruises and 1 RCCL cruise. I've traveled with John and Kevin, and met my agent in person. They've absolutely saved me money and been great to work with.

 

[Ofinn]

I did not have a good experience when I tried Dreams. I also like to be able to call and get something taken care of right away. I don't want to have to wait for someone to email me back. I'm pretty positive I know more about DCL and WDW then the TA's. If I want an extra perk I go with Costco because I get the most bang for my buck, and I don't require any hand holding. I still would rather be in control of my reservation myself. We're going to Europe this year and I can get more info from these boards and cruise critic then I could ever get from a TA.
I have had things go wrong, and DCL is awesome to deal with. I don't think there is any better advocate for myself then myself. I am the paying customer after all.

 

[Billinaz]

We've booked all 3 DCL cruises through DU. I love the onboard credit. I also feel that if something wouldn't go as planned we would have a very reputable agency behind us. So, overall I am happy booking through DU and recommending to others.

But (And you all know this is coming), my agent has not shown a good command of DCL. I am the type that is easy to please and I would never get anyone into trouble. But, she has not provided any feedback when I've indicated I'm looking at 3 categories and given her the list of rooms I those categories. I've also asked her questions about what would happen if I prepaid a credit with gift cards in advance and she simply suggested that I pay once I'm on board (I'm on a 3-night cruise, so trying to avoid spending my cruise time going to guest services). So, my suggestion is to book with DU for the credit, but do your own research.

I have used DU for a couple of our DCL cruises and their small OBC was nice. I set up the reservation myself and had it transferred to them so there really wasnt anything more to do. We sail concierge and the $10,000 price tag should have brought a bigger OBC but it never did. Then I tried Costco. No OBC but the $900 cash card when we got back from the cruise was nice.......

 

[WebmasterJohn]

Again - I am very sorry if anyone has had a negative experience using Dreams Unlimited Travel.

I would very much like the opportunity to help fix any ongoing issues - my email address is John@DreamsUnlimitedTravel.com

So far I have heard from only one person who has posted on this thread. I get that some of you don't want to get anyone 'in trouble'. I promise that no one will be in trouble. I would do my best to try to correct the issue and use your feedback as a way to improve the service we are providing you and others.

 

[Bishoparc]

I have used Dreams for all of my DCL bookings (sitting at 4 bookings right now) and have been happy with the service. Between the onboard credit and the gift basket filled with the "things you didn't know you needed" on a cruise, it's a great combo. I booked a cruise last minute a couple of weeks ago and my gift basket still got to me before I left.

One thing I would suggest, regardless of what TA you use, is to let them know how engaged you want them to be. For example, I'm an avid Disney fan, spend plenty of time on the boards, etc so I don't need or want a lot of hand holding while others may want or need it.

I haven't ever personally talked to John or any of the owners of Dreams but from watching the podcast I know they are very engaged in what they do so please do reach out to them if you need to.

 

[LoverDisney]

I booked our first visit to Disney in 2012 with DU and had a great experience. So this time I booked a cruise with the same TA from DU and I have no complaints. My questions have been answered promptly and she lets me know when she is out of town. I hope things work out for you.

 

[MeeskaMooska13]

Again - I am very sorry if anyone has had a negative experience using Dreams Unlimited Travel.

I would very much like the opportunity to help fix any ongoing issues - my email address is John@DreamsUnlimitedTravel.com

So far I have heard from only one person who has posted on this thread. I get that some of you don't want to get anyone 'in trouble'. I promise that no one will be in trouble. I would do my best to try to correct the issue and use your feedback as a way to improve the service we are providing you and others.

John's the best!

 

[SCPixie]

What kind of question do u have? Maybe we can help you here.

Thank you! Actually, I found the answers to all of my questions on these boards. They are great!

 

[Angeejoe]

Thank you! Actually, I found the answers to all of my questions on these boards. They are great!

These boards are great! I'm glad you found your answers.

 

[SCPixie]

You can always shop around. Some offer cash cards at end of cruise, especially if prices have not changed. Not quite sure though that you need your hand held for a Disney cruise when you have all of us fine folks to help you right here on the DISboards.

When are you traveling? How many days and how many are traveling? and do you have any questions? How much is the DU credit?

JW

I'm traveling at the end of March and I'm already paid in full, so too late to shop around. I'm getting at $200 OBC.