Very dissatisfied with Travel Agent! UPDATE

[rae519]

Ahh, the power of the BBB and the Disney Discussion Forum!
Go for it girl, we are all here behind you 100%!

I'd also tell the Travel Agent that you are posting it on a very widely read forum!

Hey, if being nice and requesting what is coming to you doesn't work, then go for publicity.

It took our having to the "Call for Help" TV Channel representative to get the contractor to finish siding our house (a FOUR month wait over the winter with no insulation on the house!!!!) And this was the winter with lots of snow and below zero temps.

You have to do what you have to do!
Rae

 

[my3kids]

Maybe I'm the only one, but I'd sure like to know which travel agent has given you so many problems. I'd like to know who I can't trust as well as who I can.

 

[Dave_from_Marietta]

Originally posted by my3kids

I'd sure like to know which travel agent has given you so many problems. I'd like to know who I can't trust as well as who I can.

VondaP said earlier in this thread that she'd be willing to identify the agent via email.

Click <a href="http://www.disboards.com/member.php?s=&action=mailform&userid=24592"><font color=blue>here</font></a> to send an email to VondaP.

 

[VondaP]

I would like to say that it is not Dreams Unlimited.

Vonda

 

[Mjasp]

Calling all you TA out there. If you ask a TA to switch your ressie back to DCL, if they don't want to, do they have to if you're telling them to.

 

[peagreenid]

The Agency that I work for would do it "for customer Service" but, many agencies have cancellation fees........as I believe that VondaP's has also. If she cancels with the agency they can charge the fee automatically. VondaP is also very late in the game and commission could have already been paid.

I've read this post over and over and over.......and I'm sure that I am going to be the one that is going to be stepping in front of the firing squad here........ "go gentle on me please"

I've read these posts on this board time and time again......

1. Remember that in that Search for the "BARGAIN" we often give up customer service. It is no different than going to a specialty stereo shop and having someone explain everything there is to know about stereos. The next day you see that stereo go on sale for $10 off at Circus City (whose most knowledgable employee just completed the 10th grade) and you buy it. Try dealing with Customer service at some of these chain stores......NOT!

2. I work part time as an OUTSIDE agent. I work my TAIL off. I started doing it, because I loved to travel and I loved helping all of my friends book their trips. I want to be the travel agent that "I" always wanted. Unfortunately working as an outside agent means I work on commission only. I can spend 20 hours of my time, long distance calls, and numerous emails helping someone who doesn't have a clue what cruise they want, plan the perfect one, And then they go online and book with Circus city to save $10. Yes, that is the nature of the business. But, I just saw someone flame an agency on the CruiseCritic.com board because they had asked for 4 different quotes and never booked any. They, then asked for more quotes and the agency refused because they had provided the others and no reservation was made. I can't think of any other job, where people work this hard for free. Do I think that the agency was right? No, but, I can sympathize.

3. I booked my first DCL cruise with Costco. It saved me 10%. The savings was great........but, the service wasn't. My assigned agent sent me a letter right after I booked saying he had been promoted and if I needed anything.......to call the operator at Costco. Great, so now I had no agent to discuss anything with. Each time I would call, I would get someone else. I started calling DCL directly with anything that I needed. I added on my own first time cruisers credit, called to get my cabin assignment, called to change my dinner times etc. etc.

4. I've read the issues at hand. By switching reservations you are saying that you do not believe that this travel agent should get paid. Yet they did work for you. They booked your trip and took your payments, ensured that you had a cabin. You are upset because you saw or heard of a $116 discount and they didn't apply it. I can tell you, that If you saw it on the DCL site, it may have not been accurate, I've been able to get different rates on their site, and actually have been able to get it to deduct the Transfers twice. You are cruising on 9/28/02. Did the rest of the passengers on your sailing get this discount. Many of them booked with DU, and when discounts become available Dreams automatically applies them.
If you have had such problems all along, I guess I don't understand why you didn't try to "FIRE" them before they did the work?

5. I have a full time job. I love all of my clients and tell them if they leave me a message or send me an email, I'll get to them as soon as I can, and I do. They are also all given the Agency 1-800#
in case they have an emergency. But, I can't always get back to people immediately. And it doesn't matter who or which agency you are. I've seen posts on this board from DU clients who sent an e-mail days ago and got no response. One of the moderators is always right on it, making sure that the agent addresses the client. I think that Dreams does a wonderful job, just ask their clients. We are all only human. We have a lot of clients.

6. Thankyou Nuke for standing up for the agent. I just don't think that people understand sometimes.

flame away...........

smiles Patty

 

[Kajunswty]

Patty,

Thanks for taking the time to post and for explaining "the other side". ~applause~ I didn't read the post carefully enough to see that she had made final payment. Now, I understand why they are giving her the cold shoulder. I don't agree with it ~ and I still wouldn't do business with them. I would rather someone be upfront and tell me ~ No, it is too late for any further discounts! Than to not take or return my calls - that is just plain bad customer service.

 

[rae519]

Hi Patty!

I have often thought of becoming an independent travel agent myself for the same reasons as you - personal travel and helping friends. I wonder if it is worth it though.

1) How much of a percentage/discount on DCL cruises do travel agents get?

2) Are those "do it yourself" travel agent courses worth the time and money to do?

Hope you don't mind my asking - again, just trying to "stay in control" of things!

Thanks!
Rae

 

[nuke]

Wow Patty! That is one awesome post! You have put many agents feelings into words and it is great.

The general public has no idea what agents do on a day to day basis. I have done this since I was 18 years old and am very knowledgeable on many things, but people expect me to know every little thing about any destination. They look at me like I am stupid when I don't know the average temperature in Walla Walla Washington in October. When I say I will look it up, they say "don't bother I can do that at home". Okay so why didn't you then?

Also if you want 100% control over your entire vacation you really should consider booking it on your own. It is likely that your TA is handling more than just your booking at any given time and will not be able to take your calls, e-mails, faxes immediately. We always try get back to people the same day, but that is not always possible.

One more thing, if you are sitting in front of me in my office, please don't take your cell phone calls and waste my time while you spned 15 minutes making dinner plans. My time is just as valuable as yours.

 

[VondaP]

Originally posted by peagreenid
The Agency that I work for would do it "for customer Service" but, many agencies have cancellation fees........as I believe that VondaP's has also. If she cancels with the agency they can charge the fee automatically. VondaP is also very late in the game and commission could have already been paid.

I've read this post over and over and over.......and I'm sure that I am going to be the one that is going to be stepping in front of the firing squad here........ "go gentle on me please"

I've read these posts on this board time and time again......

1. Remember that in that Search for the "BARGAIN" we often give up customer service. It is no different than going to a specialty stereo shop and having someone explain everything there is to know about stereos. The next day you see that stereo go on sale for $10 off at Circus City (whose most knowledgable employee just completed the 10th grade) and you buy it. Try dealing with Customer service at some of these chain stores......NOT!

2. I work part time as an OUTSIDE agent. I work my TAIL off. I started doing it, because I loved to travel and I loved helping all of my friends book their trips. I want to be the travel agent that "I" always wanted. Unfortunately working as an outside agent means I work on commission only. I can spend 20 hours of my time, long distance calls, and numerous emails helping someone who doesn't have a clue what cruise they want, plan the perfect one, And then they go online and book with Circus city to save $10. Yes, that is the nature of the business. But, I just saw someone flame an agency on the CruiseCritic.com board because they had asked for 4 different quotes and never booked any. They, then asked for more quotes and the agency refused because they had provided the others and no reservation was made. I can't think of any other job, where people work this hard for free. Do I think that the agency was right? No, but, I can sympathize.

3. I booked my first DCL cruise with Costco. It saved me 10%. The savings was great........but, the service wasn't. My assigned agent sent me a letter right after I booked saying he had been promoted and if I needed anything.......to call the operator at Costco. Great, so now I had no agent to discuss anything with. Each time I would call, I would get someone else. I started calling DCL directly with anything that I needed. I added on my own first time cruisers credit, called to get my cabin assignment, called to change my dinner times etc. etc.

4. I've read the issues at hand. By switching reservations you are saying that you do not believe that this travel agent should get paid. Yet they did work for you. They booked your trip and took your payments, ensured that you had a cabin. You are upset because you saw or heard of a $116 discount and they didn't apply it. I can tell you, that If you saw it on the DCL site, it may have not been accurate, I've been able to get different rates on their site, and actually have been able to get it to deduct the Transfers twice. You are cruising on 9/28/02. Did the rest of the passengers on your sailing get this discount. Many of them booked with DU, and when discounts become available Dreams automatically applies them.
If you have had such problems all along, I guess I don't understand why you didn't try to "FIRE" them before they did the work?

5. I have a full time job. I love all of my clients and tell them if they leave me a message or send me an email, I'll get to them as soon as I can, and I do. They are also all given the Agency 1-800#
in case they have an emergency. But, I can't always get back to people immediately. And it doesn't matter who or which agency you are. I've seen posts on this board from DU clients who sent an e-mail days ago and got no response. One of the moderators is always right on it, making sure that the agent addresses the client. I think that Dreams does a wonderful job, just ask their clients. We are all only human. We have a lot of clients.

6. Thankyou Nuke for standing up for the agent. I just don't think that people understand sometimes.

flame away...........

smiles Patty

No flames here either. I did try to "fire" them months ago, and posted about it, but noone would ever respond to either e-mails or phone calls. The $116.00 was the final straw. Whether or not it the rate was valid is not my point. The fact that I could not reach anyone ever is. Yes, they took my money, yes they assigned me a cabin. But they forgot the one thing that is most important, communication.

I was assigned an agent, to date I have never received a response from him, ever. I did not e-mail with numerous questions. I asked a few simple questions and noone has ever responded. The only response I received was after I requested the rate be adjusted and that was days later.

Now, for my several thousand dollar expense I expect at the very least common customer service. I have sailed before, so I had most of the answers I needed. They were not spending numerous hours on me.

The first question I asked was checking to see that my Castaway Club number was given to DCL. Simple question.

Had I received, at the very least, responses to my very few inquiries this would not be an issue. This agency has chosen to do business in a very peculiar way and it's customers suffer because of it. I have chalked this up to a lesson learned.

Vonda

 

[nuke]

Vonda, I do believe that you have received poor customer service. It is really too bad, but some of these on-line agencies are only interested in the money and not customer service.

I hope that you can put this behind you and have a great cruise!

 

[VondaP]

Thanks Nuke! Off to the Magic......26 days and counting.

Vonda

 

[peagreenid]

I too wish that you have a wonderful time. I know how frustrating it can be. Ask all of those people that will be sailing with you this year, How frustrated I was last year with Costco when I never received my documents until about 10 days until I left town. But, Now that I am working as an agent I do know this......
If Costco gave me back 10% on the cruise price, They didn't make much. I probably got about that much in service.

Should they have not got paid? Simply Stated........ I booked for the discount. And that is what I got. I also took big chances, because had the cruise rate dropped, I don't know if I could have gotten anyone to adjust it.

Thank you everyone for not flaming me..........

smiles Patty

 

[taswira]

Also being a p/t TA, I agree with Patty for the most part. It is a lot of work for very little reward so you try to hold onto a client if you have handled all the details and done the booking. However, I also feel a TA should let go if their service, no matter how much time and effort they put into it, has not been competent. The agency Vonda dealt with does not have a good reputation with the BBB. In addition to cases on record, I'm sure there were a lot that went unreported, because most people just live with the consequences and vow never to use that TA again.

Someone posted earlier that they always book direct. That's fine, but it's too bad that the incompetent TA's out there sometimes scare people away from those who are caring, efficient, and well-educated in their travel products, and who are always trying harder - because we MUST to survive in this business - AND because we travel ourselves and understand what the client wants and needs. JMHO.

 

[Kurry]

I would love to know the answers to Rae's questions as well.

Thanks~!

 

[Michelle]

To answer part of Rae's question, TA rates on the DCL ships vary depending upon the season. During the fall there are some good discounts with confirmed staterooms if they run a seasonal TA promotion. Other times of year you can book a "space available" cruise for very good rates, but run the risk of being bumped from the cruise up to the last minute. The regular "confirmed space" offers for TAs are generally no better than early booking savings, as the discount is based on the brochure rate, and for most sailings EBS is better.

 

[nuke]

I'll answer the second part of Rae's question.

NO-they aren't worth it. It would be better to see if a junior college in your area offers travel courses. Otherwise you could try to get a part time job working in an agency. Some in our area will hire to help out in the busy season answering phones, filing, organizing brochures etc. Basically busy work that the agents don't have time for. Then when it slows down many are willing to train.

 

[peagreenid]

I've heard some of the horror stories of working at some of these so called "AGENCIES".......

I did not go to work as an agent this way........ I work as an Outside agent for a travel agency that hires outside agents. They have a regular shop in a Mall, just like most of us see. They increase their revenue by hiring outside agents, because the space they have is limited. Obviously more agents, more revenue, but the store is limited in size.

I wasn't looking for this job, when it found me! I met an agent on my last DCL cruise, who during our conversations found I like to help people book travel and suggested that I apply. I took several months before I decided and many emails from this agent urging me to give it a try. I never would have had the nerve to try one of these "AGENCIES" that you see on the web...where you pay a fee to "BECOME AN AGENT" It has been a great learning experience for me. When I retire from my full time job......... it will be a little bit of income to help supplement me.
smiles Patty

 

[rae519]

A BIG thanks to peagreenid - Patty for the wonderful personal reply she gave me in answer to my questions. Very open, honest and thorough in her explanations and VERY eyeopening to the reality of what a travel agent has to go through. My deepest appreciation to Patty and the other TA's who work very hard for their %'s and a big boo to those other few who are trying to scam people!

Rae

P.S.
Patty, again thanks for saving me a whole lot of money, time and aggravation! I'll just keep doing what I've been doing and appreciate your job 100% more now!