How long is too long for a TA to respond

[Sunshine2U]

I've booked a trip using a TA and emailed last Tuesday for a change to be made to our reservation that has the package payment due on 2/25. I know there has been some upheaval in her personal life and I have accepted slow responses to earlier emails as we planned a couple of trips. I've let this one float as I wait to see how long it will actually take for her to respond. This trip is one I can cancel and reschedule on my own with very little effort. The next trip is where I thought I could really use the services of a TA who will watch for discounts, etc between now and 2021.

Also, all I have is an email address - not a telephone number where she can be reached in case last minute changes come up. Is this normal?

This is our first time in over 15 years using a TA. So the question is where should I set my expectations? TIA!

 

[low-key]

if it were me, Im out

 

[Searc]

No phone number is a red flag. Over a week is unacceptable for a response.

 

[cassie58]

It should be 24-48 hours - occasionally things happen, but a week is definitely excessive. You should also always have a telephone number to be able to text or call for quick responses. It sounds like you have been very patient, and there are some extenuating circumstances, but does not sound like she is being professional, or should expect you to use her again. I am in the business, and customer service is everything, and is how you build a client base, with repeat business and referrals from satisfied customers. My clients have all my contact information, and know they can reach out day or night, and I will get back to them ASAP, whether it is a major change, like moving the dates of their trip, or something small like wanting a different ADR or FP. Even when I am traveling to pick up my son from college or take my daughter to camp, I have my clients' information with me in case I need to assist them. I try to go over and above to make everything go smoothly from planning through the actual trip, so the family gets the best experience possible. Hopefully this does not sour you on using a TA for the future - lots of us dedicated ones out there!

 

[noahdove]

My TA is awesome and she responds to me within 8 hours tops!!! Even over the weekend.

 

[SG131]

I went through dreams unlimited and their contact info only has their email. I’m guessing maybe you used the same company. My agent did give me her phone number right before the trip to contact her if anything came up. However, before I had her phone number she always responded to emails very quickly, typically within the hour. Never more than a day.

 

[sam_gordon]

I've booked a trip using a TA and emailed last Tuesday for a change to be made to our reservation that has the package payment due on 2/25. I know there has been some upheaval in her personal life and I have accepted slow responses to earlier emails as we planned a couple of trips. I've let this one float as I wait to see how long it will actually take for her to respond. This trip is one I can cancel and reschedule on my own with very little effort. The next trip is where I thought I could really use the services of a TA who will watch for discounts, etc between now and 2021.

Also, all I have is an email address - not a telephone number where she can be reached in case last minute changes come up. Is this normal?

This is our first time in over 15 years using a TA. So the question is where should I set my expectations? TIA!

IMO, ANY business email requiring a response (asking a question, more information, whatever) should be responded to within 48 hours, even if it's a "I'm looking into it, I don't have an answer right now." That being said, I will usually give folks the benefit of the doubt and send a follow up email at the 48 (or at worst 72) hour mark. I know how emails don't always go to inbox or sometimes get accidentally deleted .

 

[nkereina]

Having worked as a TA, I would say if the change is not time sensitive, it may just be at the bottom of the priority list for her. A best practice would still be to respond to acknowledge receipt, but not everyone is that diligent. If you do not like the timeframe in which she's handling things, I would advise going with someone else.

 

[focusondisney]

Having worked as a TA, I would say if the change is not time sensitive, it may just be at the bottom of the priority list for her.

While it may be at the bottom of the TA’s priority list, she should still know it IS a priority for the customer. And even for a low priority problem, you still respond! If you have a personal emergency that makes you unable to reply, have an away message response to your emails. Don’t leave your customers wondering. I wouldn’t stay with this TA. I would have no confidence she would be there to help or prioritize any real problems I need addressed. And frankly, if she can’t be bothered to answer emails, she doesn’t deserve my business.

 

[SaintsManiac]

The last 3 TAs I used replied to me within 24 hours.

 

[Darcy03231]

No later than 48 hours. My TA usually gets back to me in less than 4 hours, unless I email/call in the evening, then first thing the next morning.

 

[tvguy]

Travel Agent, or Travel Agency? I was trying to contact my Travel Agent and did not get a response in a week. I contacted the main number for her Travel Agency. My agent was leading a group on a 2 week cruise. Someone else in the Agency helped me. I was a little upset that she didn't have an auto reply on her e-mail, but Travel Agents do lead tour groups and can be out of the office for a couple of weeks at a time.

 

[nkereina]

While it may be at the bottom of the TA’s priority list, she should still know it IS a priority for the customer. And even for a low priority problem, you still respond! If you have a personal emergency that makes you unable to reply, have an away message response to your emails. Don’t leave your customers wondering. I wouldn’t stay with this TA. I would have no confidence she would be there to help or prioritize any real problems I need addressed. And frankly, if she can’t be bothered to answer emails, she doesn’t deserve my business.

I was never in disagreement with any of that. My point was just that, like anything, some TAs are more diligent than others - some will put up out of office messages, some will respond to every email as an acknowledgment, etc. Everyone works differently, just like at any other work place. All customers will also have different tolerance levels for this too. If the OP doesn't care for the response timeline of the TA, it would be advisable to find another one. There's many to choose from.

 

[Meriweather]

My TA responds within a couple of hours to at least say she got my email and would get to whatever I ashed her to do

 

[iivye]

My TA usually responds in 24 hours. I would send another email but this would be the last time I used her. I've never contacted my TA by phone.

 

[rwdavis2]

I would cancel the trip and rebook it yourself. What will you do if there is a serious problem? Personal problems are unfortunate but they are not your problem.

 

[Mackenzie Click-Mickelson]

Not having a phone number..well that would be less than ideal but it could be that they are an independent agent with no 'home' phone (like a VoIP) and they don't want to give out their cell phone number. A lot of people respond electronically these days but it's nice to have that phone number to discuss (it wouldn't necessarily be a deal break for me personally though).

As far as latency in getting back to you? It's possible that her personal life has gotten in the way. It happens but for you that's not really your problem. You're her client. I would agree a week without something is not what I would personally want though keep in mind yesterday was a Holiday so it's possible they weren't working; either way a question on Tuesday should have been answered by now with at least something IMO. Especially because your paid date will be quickly approaching so any further changes you want may also have a long delay but with no additional time to let it play out.

If it were me I would cancel and reschedule yourself but you may look at if you're subject to increases in costs that have happened in between the time you booked with your TA and now.

For the future trips though if you're not really satisfied with slower responses I'd pick a new TA if you still want to use one in the future. If it's making you antsy that's just added stress you shouldn't put on yourself when you don't have to.

 

[PrincessShmoo]

Travel Agent, or Travel Agency? I was trying to contact my Travel Agent and did not get a response in a week. I contacted the main number for her Travel Agency. My agent was leading a group on a 2 week cruise. Someone else in the Agency helped me. I was a little upset that she didn't have an auto reply on her e-mail, but Travel Agents do lead tour groups and can be out of the office for a couple of weeks at a time.

In that case, where agents are going to be out of the office (unable to work on other clients trips), they should have another agent in the office covering for them. So the response time should remain the same, 24-48 hours tops.

 

[FlightlessDuck]

I gotta be honest, with the advent of Google, I'm not sure why people even use TA's anymore.

 

[Meriweather]

I gotta be honest, with the advent of Google, I'm not sure why people even use TA's anymore.

Because they do the research, the calls, handle the paperwork and give bonus extras often.