Feeling neglected by my travel agent

[KingRichard]

Not sure what you mean about them not booking for you bumbershoot?

I send email to my Agent with date, passengers and room numbers I would like. Get a email with a 3 day hold on the first choice(every time), price and the date the deposit needs to be paid.

Sure makes it easy for opening day pricing!!

 

[richkaryn]

Ok, I'm just going to put it out there since everyone seems to think it's just "questions you could easily find answers to on the boards" that people are upset with. When I booked this cruise I had always booked myself in past. So I requested room for the three of us, got link to a 3 day hold offer, accepted it by paying deposit. When I went to make a payment on my balance later on, I simply emailed (since that's only way to communicate) my card info (was using a gcard this time) to TA asking to pay "$x" on my balance. I was unaware (because I'd never used before and hadn't been informed) that there was a site to log into my account and make payments. In the same email I asked about switching my dining to second seating as we'd been to hawaii since I'd booked and I saw the time difference adjustment wouldn't be a big factor and we'd prefer the later seating. I got a "you can't just send my card info. it doesn't work that way. you have to go to the site and login in and pay" response. Felt like I was being yelled at/punished. And my dining question never got answered. I had to email back to get the link/login info. Still no response to my dining change request. After paying on my balance I emailed back asking about the dining again, to which I finally got the reply "yes I changed it already." I just felt like I was being treated like I was a dumb child who didn't have a clue. And honestly, I didn't have a clue as to how it worked with the TA, because I'm used to doing all that stuff directly myself through disney website.
And it would be nice just to get some recommendations on things like shore excursions for our family of 3 from an "experienced TA" in one email rather than having to read through thousands of reviews on this board. Something of an extra touch to show an interest in securing our booking/getting future business from us. If it was a carribbean cruise I wouldn't care so much about that even, but this is Alaska.....totally different and not as common experience.

 

[hoffman1]

We have used DU a few times. Mainly for the OBC. The basket is nice too (it was nicer when they could deliver to the ship but it isn't DU's fault that was stopped). My travel agent is ok. There isn't a lot of handholding during the process. It is pretty cut and dry. It would be nice to have a little more personable interaction.
The only real complaint I have is that we always request a table for two. Sometimes it is noted on reservation; sometimes it is not (at least that is what the CM has told me). But I always check as soon as we board to see if we got our request. Even if it wasn't noted, the CM has always been able to grant our request.
Also, we travel with a CPAP machine. We request distilled water for that. Sometimes it is in the room when we arrive; sometimes it is not. I am not sure on that one if it is the travel agent's fault or an oversight by Disney.

 

[richkaryn]

We have used DU a few times. Mainly for the OBC. The basket is nice too (it was nicer when they could deliver to the ship but it isn't DU's fault that was stopped). My travel agent is ok. There isn't a lot of handholding during the process. It is pretty cut and dry. It would be nice to have a little more personable interaction.
The only real complaint I have is that we always request a table for two. Sometimes it is noted on reservation; sometimes it is not (at least that is what the CM has told me). But I always check as soon as we board to see if we got our request. Even if it wasn't noted, the CM has always been able to grant our request.
Also, we travel with a CPAP machine. We request distilled water for that. Sometimes it is in the room when we arrive; sometimes it is not. I am not sure on that one if it is the travel agent's fault or an oversight by Disney.

Exactly....a little more personable interaction. It's kind of like a server...if you want a good tip, you be personable. If you want repeat business/recommendations to others....be personable.

 

[2DisPrincesses]

Ok, I'm just going to put it out there since everyone seems to think it's just "questions you could easily find answers to on the boards" that people are upset with. When I booked this cruise I had always booked myself in past. So I requested room for the three of us, got link to a 3 day hold offer, accepted it by paying deposit. When I went to make a payment on my balance later on, I simply emailed (since that's only way to communicate) my card info (was using a gcard this time) to TA asking to pay "$x" on my balance. I was unaware (because I'd never used before and hadn't been informed) that there was a site to log into my account and make payments. In the same email I asked about switching my dining to second seating as we'd been to hawaii since I'd booked and I saw the time difference adjustment wouldn't be a big factor and we'd prefer the later seating. I got a "you can't just send my card info. it doesn't work that way. you have to go to the site and login in and pay" response. Felt like I was being yelled at/punished. And my dining question never got answered. I had to email back to get the link/login info. Still no response to my dining change request. After paying on my balance I emailed back asking about the dining again, to which I finally got the reply "yes I changed it already." I just felt like I was being treated like I was a dumb child who didn't have a clue. And honestly, I didn't have a clue as to how it worked with the TA, because I'm used to doing all that stuff directly myself through disney website.
And it would be nice just to get some recommendations on things like shore excursions for our family of 3 from an "experienced TA" in one email rather than having to read through thousands of reviews on this board. Something of an extra touch to show an interest in securing our booking/getting future business from us. If it was a carribbean cruise I wouldn't care so much about that even, but this is Alaska.....totally different and not as common experience.

I have had a very similar experience. I've come to the conclusion that our personalities just don't work together and next time I'll try someone else.

 

[2-pointdoe]

Well said John. It's kind of like going into a restroom that is out of TP, if you don't say something how will they know and be able to fix it. I myself judge on how the issue/problem etc is addressed and rectified rather than that a mistake was made since I have yet to have met a person who has never made a mistake and is absolutely perfect. The mere fact the you are on here responding multiple times to have people contact you so you can fix there issues says more about the caliber of your company than just about anything else ever could.

This cruise was my first using a TA and have had no issues. The one and only time I had to call customer service for missing gift card balance (typo error on my part), they were the sweetest nicest people I could have ever hoped to have spoken with.

I completely understand what you're saying and respect your opinion.

I would like to present a scenario to you. What if one day you were fired from your job. No reason given, no explanation, no notice. Then a few months later you find out from a co-worker you were fired because you weren't doing what was expected of you even though you thought you were doing a great job. Wouldn't you expect at least a 'warning' that something wasn't right so you could correct it? Wouldn't you have liked an opportunity to improve?

By not telling someone when you are unhappy with the service provided by a TA (or any company) and not using them going forward you are basically firing them without warning or a chance to improve.

Travel Agents earn their money on the commission paid after you travel. If you are not happy with their service and just not rebook with them you are 'firing' them from future work.

When there is an issue or a problem on a Disney Cruise Line Ship people will go to guest services and/or ask to speak to a manager. The expectation is once a problem or issue is presented then it can be corrected and improved upon.

All I'm saying is that if there is a problem or an issue the travel agent (or company) should be given the opportunity to try to correct it. If the problem persists or no correction is made to your satisfaction then it makes sense not to use them again.

Based on the feedback and the number of repeat clients we have I, as the business owner, think that all of my agents are doing an great job. However if there are any clients that aren't happy with our service I want to improve.

 

[masylimed]

I just got done reading this thread and can't comment about the level of service offered by DU since I've never booked with them before. We used AAA to book our first (and only) cruise last year and found that they were nice but 95% of the research and work was up to me. Was fine by me since I'm kinda a control-freak anyway and basically used them to get two adjoining rooms without messing with the DCL website.

However, I would like to comment on how impressed I am how John from DU is handling this thread. His posts have been both professional and responsive even after some harsh criticism about his company. Plus, this thread has been left open to allow people to openly say things about the company (both good and bad). This says a lot to me about a company. In a digital world, it can be easy to filter posts and threads to get rid of negative ones. Although this does not fix past issues, it does instill a boost in my perceived confidence in the company where I would try them out in the future.

Whether you like or dislike this company in how they have handled past issues, I think John's current handling of the situation gets a "kudos" from me.

 

[Stasia5]

I know the owner of Small World Vacations and she is a great person who is just as dedicated to providing high quality customer service to her clients as we are to ours.

I would strongly recommend contacting her to see if there is anything she can do to assist you.

I emailed my TA again and while I did get a response this time, there was no indication she was willing to check prices for me when the rest of 2017 dates are announced. In any case, I have already booked a NCL Getaway cruise for Feb. 2017 and Small World Vacations only handles DCL, that she was able to tell me. So I'm hoping to find a TA to transfer my reservation to. This being our first non-Disney cruise, I'm sure I'll have questions.

 

[WebmasterJohn]

I emailed my TA again and while I did get a response this time, there was no indication she was willing to check prices for me when the rest of 2017 dates are announced. In any case, I have already booked a NCL Getaway cruise for Feb. 2017 and Small World Vacations only handles DCL, that she was able to tell me. So I'm hoping to find a TA to transfer my reservation to. This being our first non-Disney cruise, I'm sure I'll have questions.

Dreams Unlimited Travel does book NCL cruises (I have been on two myself and have several agents very familiar with that product). We also offer a shipboard credit for NCL - http://www.dreamsunlimitedtravel.com/dcruise/#credit - I realize it's not as much as we offer DCL bookings but we're working on it

If you're interested please send me an email at John@DreamsUnlimitedTravel.com

 

[Stasia5]

Thanks John! I'll be emailing shortly.

 

[MickeyD]

One thing I have been wondering about while reading this thread, is how much of the discontent is caused by reading these boards and seeing that "so-and so" got some sort of extra "perk" from their Dreams agent? Expectations can cause a lot of let down. I know when I had previously seen that others were getting newsletters etc. from their Dreams agent, and/or the agent spent extra time with them finding just the right deal, I, too, felt a bit disgruntled. But, as I said in my previous reply, I don't really need a lot. I like to research the deals, I like to pick just the right room, I am perfectly capable of watching if the prices dip. Do I resent that others got "better service?" Um, maybe a little, but when I think about it, maybe my agent realized in our short email conversations that I knew what I wanted and she respectfully backed off? Just a thought. I also appreciate John's thoughtful and professional responses, and that is partly why I continue to book with Dreams. These boards and knowing the owner of the company is responsive goes a long way to keeping my business. Just my opinion, of course.

 

[Dallas_Lady]

However, I would like to comment on how impressed I am how John from DU is handling this thread. His posts have been both professional and responsive even after some harsh criticism about his company. Plus, this thread has been left open to allow people to openly say things about the company (both good and bad). This says a lot to me about a company. In a digital world, it can be easy to filter posts and threads to get rid of negative ones. Although this does not fix past issues, it does instill a boost in my perceived confidence in the company where I would try them out in the future.

I agree. It would be super easy for him to Close/Delete/Block this thread but he is instead addressing it.

(I wonder how many people here are actually complaining about the same Dreams TA and don't know it. This could truly be one person and not a systematic problem.)

 

[jimmaher69]

Going on out 3rd cruise in April. We used DU and thought our agent was great. No issues.

 

[Skywalker]

For me, while I don't think I required "hand holding", it would have been nice to deal with someone that I thought cared at all...felt like a number or a widget on their assembly line. It was my first time cruising then, and I felt it would have been nice if the agent could have been a little proactive in giving information instead of me feeling like I had to pry. every. little. thing. out. of. them. in a mind-numbing process of question...2 days....curt response via email....question....2 days....curt response via email. I used a travel agent to feel like someone else is taking care of all the details, including the ones I never would have thought of. Maybe they did but it would have been nice if they let me in on it. But I was left blowing in the wind. Communication and followup were basically zilch.

(I HAD written off DU, but after reading John's responses to this thread, I would probably give them another try after all, due to the caliber of his professionalism alone.)

 

[Skywalker]

I agree. It would be super easy for him to Close/Delete/Block this thread but he is instead addressing it.

(I wonder how many people here are actually complaining about the same Dreams TA and don't know it. This could truly be one person and not a systematic problem.)

The bolded is interesting...could very well be!!

 

[WeLoveStitch42]

The bolded is interesting...could very well be!!

I was wondering this too.

We have always done our own cruise reservations, often booking the next one onboard the current one, but we've been thinking about trying a TA for our next one.

 

[The Grays]

For me this is the first time I am using DU. In the past I have used other TAs and I think I miss the direct contact. Like talking to them on the phone, since when you ask a question you can take their answer in a different tone than what they meant since you don't hear them.

I did book thru DU to try them out because of their podcasts and this board.

I am also one that does not need my hand held thru this trip. But I do like to know that someone is there if I need help that can answer me not forward me to a site that has old information. I had asked about the differences between a couple of excursions and was referred to their site showing what was offered. Their site had the confusion I was asking about and the prices that were offered were very old. So I ended calling DCL direct to get them cleared up and found current prices.

I guess I spend too much time on my computer and would like to hear a voice when I have a question. Four or five emails could have been over with in w 3 minute call.

 

[Sarabi's Cubs]

I love my DU cruise agent (Marla Hellwig). We have our 4th Disney cruise booked through her. I like to do most of the planning myself, because that's part of the fun for me, but she's always been great about answering my nitpicky questions, pricing cruises, adding and deleting passengers/cabins, changing dining times etc. I tend to email on the weekends/evenings because that's when I have time to think about it, and I'm always surprised by how quickly she gets back to me.

Laurie

 

[Mokat76]

Sorry you had this experience. My DU TA was exceptional. She was so helpful and responsive that I used her when booking a different cruise line, too. Same great results. Maybe I didn't have high expectations, though. I just asked her to make sure I got the type of cabin I wanted and any associated perks, and to respond if I had questions. She did all that promptly and courteously. She sent me other info for reference but I like making my own plans for most things.

 

[old feller]

I am the President and one of the owners of Dreams Unlimited Travel.

I have posted several times to this thread and worked with several folks in email (thank you again to everyone who has taken the time to write to me).

If there is an outstanding issue please feel free to write to me at John@DreamsUnlimitedTravel.com

I have faith in you...I was just curious...I just booked with Dreams