Very dissatisfied with Travel Agent! UPDATE

[VondaP]

I booked with an online TA and put simply, "they stink." I can never receive a response when I e-mail. When I call, you have to wait a very long time to reach someone. I attempted to contact them yesterday to advise them of a rate drop on my 9-28 cruise. I was able to "speak" to someone via the live chat. He told me I would have to e-mail customer service. I did that and noone responded. This was yesterday, now I see that the rate for my sailing has gone up. This really burns me. Granted it was only $116.00. I will NEVER book with these folks again. How I wish I could turn my trip over to DCL. Is that possible?

Thanks for letting me vent,

Vonda


I just received an e-mail that stated the cruise line would not adjust the rate because I am currently in penalty. Is this true? This is the first e-mail I have ever had answered, unbelievable.

 

[rae519]

I'd certainly call Disney and try; after all it's your money and they are not providing good service to you AT ALL!

And $116 is a lot of money especially when you break it down to whatever hourly wage you earn, Vonda!

My TA told me that Disney never gives a rate drop but I've found that that isn't true - they are good in sending me the 7% but aren't very knowledgeable about other things.

Call DCL and try, Vonda and let us know how you do.

See you on 9/28 -

Rae

 

[4nana]

Sounds very frustrating
I would try to contact a manager w/ the company immediately.
If this is not possible, I would call Disney. I don't know if they can help, but they do not want any TA representing them this way.
Being a 9/28 cruise and under the 30 day mark I think you would lose money if you canceled and went with some one else. That being said, it would also probably be more expensive to rebook only 28 days out. It is my understanding you cannot transfer from one travel agency to another, unless it is booked directly thru DCL. I wish you luck.

 

[Wonderwoman1982]

WHAT online travel agency is it? I'm sure we'd all like to know so we don't make the same mistake as you did by booking with them...

 

[VondaP]

Originally posted by Wonderwoman1982
WHAT online travel agency is it? I'm sure we'd all like to know so we don't make the same mistake as you did by booking with them...

I don't think I should post their name on the boards. E-mail me if you are interested.

Vonda

 

[albiats]

I think you can 'fire' your TA and have it go directly to DCL, and especially for non-performance. It may depend on if they have already had to pay the commission to the TA. It seems to me that wouldn't be done until the actual cruise, or at least until the 'no refund at all date' has passed.

You can't go directly from one TA to another one.

The transfer to DCL would be done by DCL and you may have to escalate the problem to a DCL supervisor and I would suggest that you keep emphasizing that they are unresponsive to your inquiries and requests.

You shouldn't have to cancel your reservation and lose everything that goes with it, including the price, the dining time, and the cabin assignment. That can all remain intact, and it certainly does when you transfer from DCL to a TA.

When I have a rate problem or question, I always print the webpage for reference. It isn't 'indisputable proof' but it sure helps.

hope that helps

 

[taswira]

How awful! Is this an online TA that is well known, or one you stumbled upon that seemed appealing? It is so sad that incompetent TA's often manage to give competent and caring TA's a bad name. People don't know whom to trust and become afraid to book online. Whether online or conventional, there is a wide variety of competency and service among travel agents! I hope things work out for you.

 

[disvaclub92]

Vonda,

I know what you mean - my TA was an idiot. I, because I am a controlling freak, normally book all of the travel on my own. My DH - trying to relieve me of stress - booked it for us.

Nightmare begins - the TA booked our airfare and had us coming home the day the cruise ended - even though he told her that we were staying in Disney the following week. In addition, the flight that she had us coming into Orlando the day of the cruise was getting us to Orlando at 11:30 am.

When I contacted her to correct this - I stated that if we hit inclimate weather it might be a better idea that we fly in the night before - "what a great idea - she said" I thought this was her job. Needless to say she fixed my tickets to accomodate me. But in doing so - she double charged my Visa Check card - because she could not get an immediate release of the first tickets - what an idiot?????? Spoke to the manager - another useless idiot.

I contacted DCL about switching over to them and they stated I needed to have my TA make the switch. So that was futile. Thanks to everyone on the boards here - I found out so much and kept on top of things. When the excursion time came close, I asked her questions - she stated - "Oh - you can book them on the boat?" I commented - "Yeah - if I what I want is still available - and I asked her about the 60 day rule." She had to call and said "Wow - you are right."

Then when docs time came around - no docs for me. I called DCL and was given the tracking number and contacted Fed Ex who informed me that my TA received them three days earlier. Did she call me - "NO"? I called her - but she was out of the office till Monday. When I called her on Monday, "Wow - what a coincidence they came in today?

What an idiot? This is a popular travel agency in my town and I would never recommend them. I have never had any problems with TA and know several TA's, but DH was just doing a favor - bless his heart - he tried.

Vonda - my heart goes out to you - what a headache? How 'bout on the cruise we celebrate surviving our TA's mess?

Take Care and thanks for listening.

 

[VondaP]

I spoke with DCL who informed me that the TA would have to sign a release. I doubt that is going to happen. I'm not sure what else to do at this point. I'll try calling them, but it's so hard to get anyone on the phone.

Vonda

 

[Kajunswty]

thanks for the quick reply to the pm Vonda-
I'd read some not so favorable reports about them before. If I am not mistaken they have a few "xtra" charges that the TA's use to help their commisions.

If you can't get any help the only other thing to do is to warn other potential cruisers. You can also post your story at www.cruisecritic.com - they have a Disney board too.

 

[disneyholic family]

disvaclub92....
i know exactly what you mean...
so i make all reservations direct....even if it means paying a bit more...i've learned the hard way...

 

[robinb]

Originally posted by VondaP
I spoke with DCL who informed me that the TA would have to sign a release. I doubt that is going to happen.

Ask the TA to release the reservation to DCL. The worst they can do is say "no". I would do it in writing (or email) and CC DCL on it.

Good luck! I'm sure your husband thought he was helping you out .

 

[Talky_Tina]

TA question: We put down a couple hundred dollars several months ago to book our WDW trip. By email, I received the basic itinerary info and the due date for the balance to be paid. I have no idea what the terms are for cancellation or anthing like that. After you give your TA your deposit, shouldn't you receive some sort of contract or something on paper explaining the terms? Or do you just wait until you pay the balance to receive this info?

Thanks!

TT

 

[taswira]

<B>Talky_Tina</B> - Just as the DCL booking site has a box you must check to verify that you have read and accept their Terms and Conditions BEFORE making your reservation, ALL travel agencies should have you read and agree to their Terms and Conditions PRIOR to accepting your reservation. If those terms and conditions are not available until AFTER you book, STEER CLEAR!

 

[nuke]

You know there are good TA's and bad TA's. I am not going to stick up for them because I am a TA, have been one for years, and I have seen both.
BUT I do need to defend this statement.

But in doing so - she double charged my Visa Check card - because she could not get an immediate release of the first tickets - what an idiot?????? Spoke to the manager - another useless idiot.

This is NOT NOT NOT the agency's fault. It is the rules that the airlines set up. They immediately charge the card when tickets are issued. If you do not void the ticket within about 6 hours time, the charge will go thru anyways and then a credit goes thru later. We do not charge your card, the airlines do.

Okay I feel better.

As far as the penalties for cancelling...my agency is very thourough in going thru cancellation penalties and term of use. We give every client the brochure, advise them to read all the small print and then read the penalties to them. We then have them sign that they have read and understand the rules. People still complain when they cancel and are under penalties, but at least we have covered ourselves.

 

[Talky_Tina]

Ok, thank you for the information, taswira and nuke. I appreciate it.

TT

 

[taswira]

I suggested that Vonda ask the TA to immediately transfer her ressie directly to DCL, and if they refuse, to inform them that she will complain to the Better Business Bureau. The BBB keeps records on complaints for online businesses as well as conventional ones. They have had several complaints and unresolved issues on the TA in question (I PM'd her for the name). This might not resolve her problem, but will help prevent this TA from passing itself off as having a good reputation.

 

[VondaP]

Does anyone have DCL e-mail address?

Thanks,

Vonda

 

[albiats]

It is:

dcl.guest.communications@disney.com

hth

 

[VondaP]

Thanks for the e-mail addy. I am currently going back and forth with the "big wig" there. She will not acknowledge my request to have my ressies released to DCL. She also states that my cruise has actually gone up. I explained to her that on 8-31 the rate had gone down, that is when I tried numerous ways to contact them for the adjustment. I could not reach anyone, but the live agent who told me to contact customer service. I thought that's what he was. Anyhow, it looks as though I won't be receiving the credit. But I will fight like heck to remove my reservation from them. I will never use them again and will pass my experience on to others.

My final e-mail to her tells her of my plans to contact the BBB. I'm waiting on a response now.

Vonda