Is our travel agent bad or is this normal behaviour for travel agents?

[Ahoyhoy]

I think I am safe in here to talk about this:
We are travelling with a group of other families (total of 5 adults not including us) who found this travel agent through social media. My understanding is that this TA does the TA thing as a sidegig and they doesn't sell enough Disney cruises to get anyone onboard credit. She's free but she only does the Disney bookings, no travel or hotels that are not Disney. The TA seems to use the Disney websites same as a regular person. I consider myself to be a well travelled individual so booking anything isn't a big deal but the people who we are travelling with are pretty hand off the tiller and wanted to be handheld through this so that's they they got a TA.

1) When booking our stateroom, which was much later than the other families as we were invited later - the TA was pushing for the Verendah rooms as the Oceanview ones were sold out. I did some research and found the GTY Oceanview rooms (no restrictions) which I sent to the TA to book - the TA did not comment but simply booked the GTY Oceanview rooms.
2) The TA booked Palo Brunch for the adults in the other families but could not include us in the booking because we were first timers and the other families were one level above us. Their response was just "show up and the staff will fix it" so a booking for 5 adults is going to have to include 2 more adults.
3) During the Online Booking opening this morning, they booked (with help from other agents in their agency), the Royal Gathering and Woodys breakfast but when we looked at Woodys breakfast booking, it had all the children in the group on it and only one of the adults and there are 5 adults missing from the booking - their response was "this is the best we could do, you will have to chat with guest services when you get onboard to fit the rest of you in".

Are we expecting too much out of our travel agent, I understand the online booking can be crazy - it's just that the way it comes across "this is the best I could do - good luck" rubs me the wrong way as well as not being told about the guaranteed rooms for oceanview and trying to upsell us on the verendah. Also the Royal Gathering and An Incredible Encounter are the same day as Castaway so that's annoying but it may just be that that was all was available for booking for such a large group (5-6 adults and 9 kids).

Any advice or comments are appreciated.

 

[CamColt]

Interesting!

I'm curious if she's booking the same way as anyone else how is she making money/getting commission? She should be booking through the Disney Travel Agent website so that she gets commission. Also, the OBC larger agencies offer comes out of the commission, so no matter how many she books, assuming she is getting commission, it would be nice if she offered some of that back to you. But besides that, here's my thoughts, FWIW.

1, To give her the benefit of the doubt maybe she didn't realize you were ok with a GTY? However if you had told her that in the first place then yes, I don't think she was right in telling you there were none. Could she have legitimately missed it? Possibly, an honest mistake? Or was she just trying to sell you a more expensive trip? Also possible, but not ok if that's the case.

2, As for Palo, the booking part sounds right but I wouldn't just show up with extra people. Go to the dining change area on embarkation day (usually Enchanted Garden, around 12:30 or 1:00...check the app at the port for the correct info). They should be able to add you on.

3, I understand booking stuff at midnight can be tough to get so whether she messed up and booked the wrong people, or it was legitimately just available for a certain number, I agree with the advice of go to Guest Services and see if they can fix it. With that breakfast being so popular, I would think (hope?) they have some wiggle room.

Good Luck!

 

[AquaDame]

I think you'll find a wide range of what TA's consider normal... I've always booked my own onboard activities so I am not sure how much TAs tend to help there. They don't have any special power to make magic happen, but they should know the system well enough that they know booking order by popularity which may give them an edge over a normal person trying for things. I have never had a TA try to upsell me on a room category, but I'm not surprised there either. They likely didn't mention GTY out of fear you end up with a bad room and are angry, but they should say that. And it could be they just wanted more commission, I don't know what the difference is as I've never been a TA.

In fact I'm going to just stop there. I don't think what they did is bad per se, but the complete lack of communication even when they did not meet your asks means I would not use them again, and would move my booking away from them if possible (can only be done if you booked less than 30 days ago). They've made too many decisions without telling you why or having the decency to alert you to a possible problem. I don't know how likely it is Disney can just fix these things on the ship either. If they can they will, but there is no guarantee and they are making it sound like it is.

 

[Ahoyhoy]

For the verendah, my cynical self assumed that they wanted to book us in the more expensive room rather than the cheaper room.

 

[Mommb]

I've never used a travel agent to book activities, so I don't know what's typical for that. If you specifically asked for an Oceanview room, though, the agent should have asked if you were willing to take a GTY room rather than trying to upsell you.

If you book a Placeholder while on the cruise, be sure to indicate that you do not want to list a travel agent. You can then decide within 30 days whether to keep the booking yourself, find a new agent, or give this one another try (if that's necessary to keep the peace in your group).

For Palo, you can check yourself (once your booking window has opened) to see if you can get a table for 2. If you can, you can go to the Dining Changes after boarding and ask to combine the groups. It may still be possible to add you to the reservation if you can't book in advance, but having a reservation will make it more likely.

Adding adults to the Royal Gathering shouldn't be a problem, if everyone will be waiting in line together anyhow. Adding people to breakfast may also be possible, but you definitely need to check on that when you're onboard.

 

[Mackenzie Click-Mickelson]

For the verendah, my cynical self assumed that they wanted to book us in the more expensive room rather than the cheaper room.

OR they didn't get confirmation you were okay with a GTY.

I would never book a guaranteed room on any cruise line because I need to be able to select my room more carefully as well as I don't want to just be placed in what is leftover.

I think different travel agents work on different levels when it comes to rooms. Some may not automatically book GTY because there is a higher chance that their clients could be dissatisfied which often means they get the brunt of it.

Did you make it clear you were okay with a GTY room (in whatever category)? I wouldn't assume they were trying to get a more expensive room out of you, sometimes these things really just come down to communication breakdowns.

 

[lanejudy]

I think most guests do their own activity bookings rather than relying on a TA to do those right at midnight.

For Palo I suggest you make a reservation for 2 at a time close to the other party’s time. Then yes go onboard and have them merged.

 

[Ahoyhoy]

OR they didn't get confirmation you were okay with a GTY.

I would never book a guaranteed room on any cruise line because I need to be able to select my room more carefully as well as I don't want to just be placed in what is leftover.

I think different travel agents work on different levels when it comes to rooms. Some may not automatically book GTY because there is a higher chance that their clients could be dissatisfied which often means they get the brunt of it.

Did you make it clear you were okay with a GTY room (in whatever category)? I wouldn't assume they were trying to get a more expensive room out of you, sometimes these things really just come down to communication breakdowns.

We were not aware the GTY room existed until we did our own research.

 

[Mackenzie Click-Mickelson]

We were not aware the GTY room existed until we did our own research.

Not to push further but that doesn't answer my question.

Are you saying you didn't know that DCL sold GTY rooms on their ships OR are you saying you didn't know there were reservations available under the Oceanview room category but only available as a GTY room? Those mean different things.

The first one means you were unaware of the cruise line product (and have never cruised before on a line that offered that to even know it existed) to even know what to ask for where the TA could have given you more information on the different types of booking and letting you know what the rate means.

The second one is ambiguous as to whether if you knew such category existed and if so let the TA know you were okay booking it.

 

[Sarah Fallon]

Very few TA's I know book the activities and Royal Gathering. I use my TA solely for the OBC.
That being said, they have no option to add you to the Palo brunch if they booked it when other guests are a higher level. We traveled with 6 adults and 2 were first timers. We were unable to do a reservation for 6 people until their booking window opened. We booked for 4 and then called to have them added once their window opened and they were able to do so. There is no way around this whether you have a TA, book yourself or call Disney directly.

For the Princess Gathering, that was probably the max spots she could get as it does fill up quickly. Everyone has the same booking window so I assume their priority was to get the kids. You should be fine though as its an open area and the adults stand there while the kids have their time. You can always check the front desk to see if there are open spots when you board.

 

[cruisehopeful]

Travel agents get the same commission. They give on board credit from their own commission. The commission is relatively small. It's like 10% of the cruise fare, excluding taxes port fees and anything else you book for the cruise. Extremely large travel agencies can get more commission. If OBC is important to you, there are plenty of places that will give it to you for future reference.

It's very unusual for a TA to book activities for you. The reality is that they have to be up at midnight, just like you would have to, and they aren't getting anything extra to do that. I wouldn't expect my TA to do anything like that. If they are naturally a night owl and they will be up anyway and they offer, I'll tell them what I want, but I wouldn't expect them to get it for me.

Palo allows booking based on cruise status. It's totally normal to be sold out before you board. Anytime I have gone to dining changes after I board, I have been able to get a Palo reservation. You'll get it, but you all should add it after you board vs when you show up to eat.

If you sail Disney in the future, I recommended using a Disney approved/certified TA. They charge exactly the same as DCL and they are able to help you with hotels, theme park tickets, etc.

 

[lizzyb]

TA here.

1- Could it be that the GTY rate was not available when they originally looked?I do offer the guarantee to my clients but explain the difference as some people will not want it.

2- Palo brunch is a hot accomodity. If the other party members have previously they have access to those activities and it is unlikely that it would be available for first time cruises. The response was not ideal, I would not recommend that mu clients show up but I would suggest checking with the dining service team as soon as you get onboard.

3- Same as above

Sorry you are having a less than stellar experience, most agents are great!

 

[jdm_dkm]

As a travel agent, I can tell you there are different levels of service offered by different travel agents/agencies. Those who offer onboard credits may just simply make the booking for you. They are basically giving a portion of their commission to you, but with the small discount can come basic service.

However a good agent will give you reminders about booking windows as they approach, offer to book your onboard activities and excursions, help with pre and post cruise travel, monitor pricing and let you know if there is a price drop and more. They will try to get to know you and your family and offer suggestions for your intinerary. All of this service will come at the same cost as if you booked directly through DCL

A Disney Authorized Travel Agent is a good place to start. Just ask about what level of service the agent is willing to provide. You may find the level of service out weighs a few dollars of onboard credit.

 

[lanejudy]

My understanding is that this TA does the TA thing as a sidegig and they doesn't sell enough Disney cruises to get anyone onboard credit. She's free but she only does the Disney bookings, no travel or hotels that are not Disney.

Yes, there are a lot of part-time TAs who think they'll get free Disney vacations by becoming a travel agent. All TAs are "free" because they are paid by commission, and the commission earned on hotels is minimal with usually no commission for air reservations. There also is no commission for booking extra activities such as excursions, adult dining, onboard activities, etc. Any OBC (or other perks) from any TA comes directly out of their commission.

The TA seems to use the Disney websites same as a regular person.

The TA would need to use her TA credentials to initially book the reservation or make any modifications, otherwise she would not receive any commission. However activity booking can only be done through the guest's account, which is why DCL recommends guests do this themselves. Some TA's will offer but you then need to share your account password.


Just curious... since the other parties in your group have CC status they must have cruised DCL previously. Did they use this same TA for their previous cruise(s)? In the future, you can still travel with them without using the same TA.

 

[buzzrelly]

The TA seems to use the Disney websites same as a regular person.

As a TA, we use the Disney TA website but we only see the same inventory that is available at the time. I think some people think TAs have special access to hidden rooms or rates and we don't.

1) When booking our stateroom, which was much later than the other families as we were invited later - the TA was pushing for the Verendah rooms as the Oceanview ones were sold out. I did some research and found the GTY Oceanview rooms (no restrictions) which I sent to the TA to book - the TA did not comment but simply booked the GTY Oceanview rooms.

Not sure why the TA didn't communicate and let you decide if you would be okay with that to begin with.

2) The TA booked Palo Brunch for the adults in the other families but could not include us in the booking because we were first timers and the other families were one level above us. Their response was just "show up and the staff will fix it" so a booking for 5 adults is going to have to include 2 more adults.

Palo brunch is a hot commodity...I couldn't even book it for myself on the Treasure last March and I am my own TA and Gold CC. The best you can do is see where the dining team is on embarkation day and see if they can get you in.

3) During the Online Booking opening this morning, they booked (with help from other agents in their agency), the Royal Gathering and Woodys breakfast but when we looked at Woodys breakfast booking, it had all the children in the group on it and only one of the adults and there are 5 adults missing from the booking - their response was "this is the best we could do, you will have to chat with guest services when you get onboard to fit the rest of you in".

Again, not sure what happened...there may have only been a certain number of slots available. I'd ask the dining team about this as well when you're asking about the Palo brunch.

I think the biggest problem here is the communication (or lack thereof) from the TA which isn't a great experience. I hope you all have a wonderful cruise despite all this!

 

[Moonspinner]

I doubt the TA was trying to “upsell “ you on the verandah, the extra commission is minuscule.

 

[Perrypooh]

They only thing I use the TA is to book the room and pay for the room when I send payments in. I do everything myself, I just use them to get the free money.

 

[Kerr84]

I will say about Palo that it probably really was sold out. I’m silver and my friends going with us were first time cruisers. I could not select them when my booking window opened. So, probably by the time that first time cruisers came, palo was sold out. You should be able to go to Palo and they will try to accommodate you. As a part time TA myself, I would have told you to keep checking and that I would keep checking too.

We aren’t given onboard credit to give clients, we just take it out of our commission and buy a gift for your room. It’s totally up to the TA. If she doesn’t offer anything, there wouldn’t be a real reason to use her again though.

 

[bakerworld]

We also started using the TA for the onboard credit but I will say she's come in handy for a few screwball times. Mostly I use the TA for verification of discounts and info. However, a few years back we decided to join family about 7 weeks out from a DCL cruise but I could not get the VGY to work even though the site said it was the only cabin type available. Our TA was able to make it work.