October 21, 2006
Should my friend be upset with his travel agent?
Someone I know just booked a Princess leaving from Ft. Lauderdale. This is his second cruise leaving out of Ft Lauderdale. This time, the travel agent's service didn't meet his expectations. Let me tell you what happened and then ask you what you think - did the travel agent do anything wrong or is my friend too demanding?
The travel agent the first time set up everything. This time they went back to the AAA travel agency and the agent they used last time is no longer there. Yesterday they made the final payment for the cruise and started talking about a hotel for the night before the cruise. They explain to the travel agent that all they need is a place to sleep and where they can get a shuttle to the cruise the next morning. The agent did not know of a good hotel and offered to get back to them.
My friend told me that this caused a big red flag to go up. The agent did not know and would have to get back to us? Why? So the question, did the travel agent do anything wrong or is my friend too demanding?
If you're curious, my friend ended up finding a Ramada that states it's only 1.5 miles from the airport and Port Everglades cruise port with a shuttle from airport and cruise port. Should the travel agent have been prepared with a hotel like this?
Posted by James Trotta at October 21, 2006 1:59 AM | TrackBack
I don't think your friend was too demanding, nor the travel agent in the wrong, unless he/she never got back to you with options for the one night stay. Granted, it would be more efficient had the travel agent been prepared, but maybe he/she didn't have the best option at the tip of their tongue.
Posted by: Cindy at October 21, 2006 2:50 AMUnless the travel agent made a fuss about having to look into finding a hotel for your friend, did not get back to him, or specialized in these cruises, I don't think he did anything wrong.
Maybe what your friend came to expect from a travel agent, other customers may find pushy. Or the other agent may have had a previous customer that asked him for this information and just happened to have it on hand and therefore offered it.
If he has confidence in the cruise line and has his confirmation tickets, I don't think there is anything to worry about.
Posted by: Lucienne at October 21, 2006 5:14 AMTHE TRAVEL AGENT DID HER JOB AS LONG AS SHE GOT BACK TO THE CRUISE PASSENGER IN A TIMELY MANNER.
HOTELS IN THE LAUDERDALE CONSTANTLY CHANGE...AS TO WHETHER THEY ARE ACCEPTABLE AND THE AMENITIES THAT THEY OFFER. THE CRUISE AREA IN LAUDERDALE IS A VERY BAD AREA AND ONE WOULD WANT TO BE CAREFUL WHERE THEY SUGGEST AND IT DOES TAKE SOME RESEARCH AS THIS IS NOT THE ONLY AREA THAT AN AGENT BOOKS. PEOPLE EXPECT THAT AN AGENT KNOW EVERYTHING AND IT IS ALL AT THEIR FINGER TIPS
WHETHER THEY ARE GOING TO FORT LAUDERDALE, CHINA
OR QUITO.
Did the travel agent do anything wrong? Just because the agent was not immediately familiar with the hotels in that port (or your friends likes and dislikes) doesn't mean the agent did something wrong. On the contrary, the agent was completely honest and admitted lack of immediate knowledge. This shows integrity and willingness to learn. Your friend was lucky enough to have had service of an experienced agent on previous occasions. Just remember, even that agent had to learn. You can't expect an agent to know everything about everywhere. it's just not feasable. Tell your friend to lighten up, and give this new agent a chance.
Posted by: Mike at October 21, 2006 3:59 PMThank you all for the comments. I tend to agree that comparing travel agents is going to put at least one in a tough spot. I'm a teacher, and when students (or worse - the university administrators) compare teachers someone ends up feeling slighted.
Posted by: James Trotta at October 22, 2006 5:41 AMIt's not about being put in a tough spot. If you don't yet know something, you admit it and then set out to learn. AAA has a vast wealth of travel information in the form of both people and in archival resources. Presuably the agent would seek access to both and provide exactly what your friend sought. In this instant-on, internet world sometimes having a lilttle patience really pays off.
Posted by: Mike at October 23, 2006 3:23 AMI don't think the travel agent did anything wrong. Unless he/she had placed a lot of clients in hotels in that area he/she would not have immediate knowledge. Personally, I would WANT the agent to research to find the best hotel for my budget. Just as with anything else, hotels change, prices change, hotel ammenities change,etc. So, unless the agent was unpleasant or did not get back to your friend in a timely manner, I don't think he/she deserves the bad rap.
Posted by: Cassandra Taylor at October 23, 2006 8:30 AMI am a travel agent that attempts to stay on top of my clients needs. That said, a hotel I had 6 rooms booked for in Ft.Lauderdale, had been bull dozed 3 weeks prior to my clients arriving. Had I not called Best Western and reconfirmed their reservations that far out, I would not have ever known about the closure for my customers. Luckily I was able to find another hotel in the cruise port area but it took about 75 minutes before I could get one that would be affordable to them. What did I make on this? Ha! That's a laugh. I do this because it was the only honorable thing to do and hopefully I will have them again and again as return customers.
Posted by: cherylbailey at October 23, 2006 8:44 AMI agree with all the other comments however, how do we know the travel agent just had to get off the phone at that time for whatever reason (had to pee, blow nose, etc.)??
Posted by: christie at October 23, 2006 12:03 PMI strongly agree that the agent did nothing wrong assuming she did call the client back. Many good,experienced agents may not can tell you a hotel in YOUR price range that would be close to the port from which you are sailing. Remember, there are MANY ports that we agents book cruises from and all have hotels around them that constantly change. The agent you used may have been fairly new on the job. Being new does make one incompetent...it just means you have to work a little harder sometimes to find what your client needs. Unless you have been an agent you cannot imagine the stress that often comes with the job. Give the agent the benefit of the doubt unless she/he did not do what was promised.
Posted by: c willis at October 23, 2006 12:24 PMIt's not a matter of doing anything "wrong". If the travel agent had any sense, she could have gone online and found an appropriate hotel in less than five minutes. ANYONE could have done the same. If she didn't, then she just wasn't a very good agent. So... either you like the service, or you don't. Next time, choose another agency.
Posted by: Bob F. at October 24, 2006 1:16 AM"If the travel agent had any sense, she could have gone online and found an appropriate hotel in less than five minutes. ANYONE could have done the same. If she didn't, then she just wasn't a very good agent."
Wow, I hardly know where to start with this one.
If the measure of a good agent is merely the ability to go online, well then yes "anyone" could do the same.
If that is so, then "anyone" can also book airfare.
I have met many "anyones" during my time as an agent. My favorite was the "anyone" who didn't like my price for air from Los Angeles to London. She came back the next day and very imperiously tossed some papers on my desk and announced, "I found it for $300.00 less, you didn't check London Gatwick. She then looked on at me with a smug look while I noticed that she had purchased a non-refundable ticket from LAX to LGA. The look on "anyone's" face when I told her that now all she had to do now was purchase a ticket from LGA (New York La Guardia) to LGW (London Gatwick) was priceless. (I know all you agents out there are rolling out of your chairs now). Travel agents offer a service, they are not an all-powerful reference machine. If you are an "anyone" and choose to do it yourself, thats fine, just don't denigrate those who would do some research even on a low-revenue item such as a hotel room. Also, while you are out there on your own, don't overestimate your position in the David vs. Goliath relationship you enter into with the Travel Providors.