Problem with Travel Agent 5 days before trip!!!!

[Dznypal]

you really need to be on top of things and to get a manager involved and thats exactly what I had to do a few months ago.

We had a trip planned for Vegas in Sept. I planned the trip has a surprise for my DH but I gave it to him when I had booked it in Feb and he was with me when I put the deposit down and asked about the insurance. we were told no problem if you need to cancel but they never told us a dr visit was necessary and it was the drs decision to cancel.

well you guessed it the claim was rejected and I was really down since I had saved the money myself and now I was about to lose it.

The people at the insurance was really rude. (I had called them to see what I needed to do to cancel the trip and was never told of a drs visit)

So I got the manager of AAA and he was able to help and 2 months later I got the money back.. So the story had a happy ending but it wouldnt have if the manager wasnt there!!

TA make a big deal of how worth the trip insurance is and how hassle free it is well I beg to differ-

Last year when we went to HAwaii there were 16 of us the TA actually just added the insurance on without letting us know but since I was on the internet I knew around what the trip should be--but just to add the insurance on!!! give me a break~~~


have a magical time

 

[raven69david]

Well i'm also glad that everything worked out for the best. I will pray that everything goes great on your trip. You seriously need to let us know how it went as soon as you return. Heck, i'm almost half tempted to meet up with you as i leave on Sunday just to know what happened. The suspense is killing me. Best of luck and have a great trip.

 

[runner26.2]

I'm so glad to hear things worked out for you. The TA may have been a screw up from the get go, and quite rude throughout but at least they did the right and honourable thing in the end. STill wouldn't be enough for me to return to that TA.

Have a great holiday, and looking forward to your trip report

 

[mistydoodles]

I come back from a meeting today and check my e-mail at work and find another e-mail from the travel agent.

I can't believe she is just carrying on like this.

This is what I received from her. :

Hello ,
I was a little upset the other day also, and wanted to further explain what happened and how. It was not MY mistake.. My manager re-priced your trip when it went down and did not take into consideration that you had the US air Vouchers. So please understand my position in this. I do not NOT take responsibilty for my own mistakes. If i make a mistake (as every human does) than i am the first to admit and take responsibility for it, but this was not the situation here. I was also upset because i thought you would understand, being that i have been very helpful to you. I have answered every question you have had on this trip for months without hesitation and revised the price and went above and beyond ( i feel) and now have to accept that i did alot of work for nothing. I just wanted you to understand where i was coming from.
I do truly hope you have a great trip...and hope that you understand, this was not my mistake, I am a travel agent and i do know my job. But things like this can happen to anyone, its just harder to accept when someone else makes a mistake on one of my clients.
Thank you for your understanding,
****

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I debated and debated and then decided to send a reply. Hopefully this will end it. I just can't believe she is continuing on. I would never hound a customer like this. Here is what I sent:

Hello ****,

I do appreciate all that you have done on this trip. Unfortunately I do not see how the US Air Vouchers played any part of this error. I remember you working on the figures for our final payment and not being sure how to compute it with the vouchers. Your manager came over and then computed the figures with you. It isn't our responsibility to verify that this amount was correct. This is the amounts we were given and this is the amount we paid.

I fully understand that errors are made because we are all humans. Believe me I have made plenty of errors in my position at the credit union. When this happens though I own up to them and do what is right for the customer. It may not be good for me but the customer shouldn't have to pay for my mistake. The fields we are in require us to double check our figures and make sure we are giving correct information to our customers/clients. If we do not give correct information then we owe it to the customer to make good on what we told them.

I know this one mistake doesn't speak for what type of travel agent you are. I am sure you are a very good travel agent and know your job well. Unfortunately this doesn't change the fact that a mistake was made by a ***** representative. I don't feel I have done anything to cause this mistake.

I appreciate you taking the loss on this because this is the right thing to do.

Thank you for your time.

Sincerely,



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If I receive anything else from her I am going to just ignore it. I don't need to keep having this dialogue with her. This was her mistake not mine.

 

[OceanAnnie]

Man! So she laid the whole blame on her boss?! What kind of employee does that, and to state it to a customer? She should've skipped telling you and sold that garbage to her boss! Then she'd really be in a pickle. What nerve! It just doesn't stop with her! I'm sure you will be hearing from her at least one more time.

I'd let it rest at this point too. Have a great trip. Forgetaboutit.

 

[mistydoodles]

I know. I would never in a million years contact the customer again just to tell them it was my boss that made the mistake.

She is just something.

I am sure I will hear from her again too but I am not going to say anymore to her.

This is done as far as I am concerned.

If they had brought this to my attention much sooner (Not 50 days later) or were even a little bit nicer when discussing it with me on Monday I would have been open to a comprise. To badger me and try to make it like I was making too many demands is outrageous.

Now I am going to just continue to prepare for my trip and enjoy myself while I am there.

No more worrying about this mess.

 

[disneyeveryyear]

I know. I would never in a million years contact the customer again just to tell them it was my boss that made the mistake.

She is just something.

I am sure I will hear from her again too but I am not going to say anymore to her.

This is done as far as I am concerned.

If they had brought this to my attention much sooner (Not 50 days later) or were even a little bit nicer when discussing it with me on Monday I would have been open to a comprise. To badger me and try to make it like I was making too many demands is outrageous.

Now I am going to just continue to prepare for my trip and enjoy myself while I am there.

No more worrying about this mess.

I am sure you will hear from her 1 more time because she is bound and determined to have the last word. You were much more polite in your reply than I would have been.

 

[mistydoodles]

LOL.

It was very hard for me to say she was a good travel agent because I don't feel she was in my case. But I didn't want to insult her too much.

It must be the thought of being in Disney in 3 days that is making me too nice.

 

[OceanAnnie]

I understand your POV on the matter. I agree with you, Missy. I'd do the same thing. I too would've tried to come to a positive resolution --- but don't tell me it's my fault and start making demands! Oh no. That is outrageous.

Save her e-mails! Especially the last doozy. It might come in handy if things persist.

Disney in 3 days! Enjoy!

 

[robinb]

Missy: I'm glad that things worked out for you .

 

[goofie4goofy]

Well that explains why you received all your vouchers for WDW. The mistake they made was on your air and the WDW portion WAS paid in full. And they were going to cancel your dining plan to cover their loss???? Wow...how do they walk with balls that big??

Glad it is all straightened out. Now you can go and have a great time without this cloud hanging over your head.

I used ot use a TA for all my vacations until I found out I can do it easier and better than they can. I had a "pro" that used to screw up lots of things that made our trips very annoying. Now we never had a problem, no mater where we travel. I also like being able to call the property or airline myself, you give up that right once you book with a TA, all questions, vouchers, payments are funneled thru them.

Have a great trip! We will be there on Monday YEA!

 

[mistydoodles]

The thing that gets me though is the vouchers from Us Air were just $625 of our trip. So how would the vouchers be the reason for the mistake.

They obviously don't know what they are doing and are trying to blame anything they can. It is just crazy.

Thank you everyone for all your support. It really did help.

Goofie4Goofy have a wonderful trip too. I hope the rain holds off for us.

 

[Danthesand]

I'm not sure whether you ever got your ME tags or not but if you didn't, don't worry about it. Lots of people (like me) never received their tags and it was not a problem. Just go to the ME desk at the Orlando airport, show them your vouchers, and you'll be on your way. Anyone who stays at a WDW hotel is entitled to use the ME service, and you can easily prove that your are indeed a WDW guest.

As long as you are in the ME database, you don't even need the vouchers.

In August (after reserving ME in June), we showed up at the MCO ME check in desk at 7am with our luggage (sans ME tags) and no vouchers (that was all intentional, but the reasons for that are long story I needn't go into here). The CM simply asked us for our name (if he'd needed proof we were resort guests, I had the reservation confirmation in my pocket, but he didn't ask for that). He then then printed out vouchers. We then gave our luggage to the driver and boarded the bus.

So, just call ME (at 407-W-DISNEY) to confirm you are in the database. Upon arrival in Orlando, go to baggage claim, collect your luggage, and then head to the ME check in desk and do exactly what we did. A sneaky side benefit of this approach is you'll arrive at the resort WITH your bags, no need to wait for so-called Magical "Express" to deliver them....hours and hours later.

 

[alabamagirl]

Good for you! Have a great trip.

 

[StitchIsOurHero]

I just saw this thread today! I'm glad this worked out for you--you were definitely in the right, and far more polite than I probably would have been
I hope you have a great trip!

 

[Mickeyistheman]

I think she really feels quite guilty but doesn't know what to do and she probably is also thinking she lost a good group of customers!! I applaud you for being polite to her ( you get more bees with honey!!) I work in customer service and you NEVER speak to a customer in that way. I hope you have a Magical time and enjoy all the festivities!!!

 

[runner26.2]

Mistydoodles,

You showed much more restraint than I would have had I received that email this morning. I think I would have truly "lost it" had I gotten that attitude.

have a great trip

 

[byoung]

Wish you luck that it all turns out ok.

 

[gottaluvdis]

Just got done reading this thread. I'm glad this worked out for the OP. This story reminds me of why I haven't used a travel agent since 1991!

 

[mistydoodles]

No response from the TA in regards to my reply. Hopefully this ended it.

I will keep you all posted.

2 More days to Disney World. I can't wait!!!!!!!