sevigny
September 5th, 2007, 08:56 AM
I am hoping that you guys can help me out with a problem I am having concerning a December 2007 Zaandam cruise. I have been dealing with an internet/phone agency. I was very happy with my agent's service, last year, when I booked a Rotterdam December 2006 cruise thru her. Even though we corresponded mostly by email and phone, she is the internet manager at this agency, and she did a great job for me. So, this year, when I wanted to book another cruise in December, I went back to her. This time, I chose an Oceania ship, since HAL was not going to the area at the time I had available. She explained to me that she could only book me a smaller cabin, and I could go on a paid wait list for the larger cabin. Okay, I paid two deposits, and went to #2 on the wait list. I did this in February. In June, I knew I was still #2 on the wait list, with final payment coming due in late July. I began looking at other options, since I knew my husband and I could not co-exist peacefully in a small cabin for 21 days. I settled on the December Zaandam sailing.
On June 28th, during her agency's three day HAL sale, I sent her an email asking her to book and deposit us on the Zaandam sailing. I checked on her website on June 28th, felt the price was fair, and printed out the current pricing, including taxes. When I checked back on July 3rd, she still had not deposited us, but she had placed a hold on the cabin. On July 5th, the day the hold was to expire, she finally deposited us. The deposit was put on my credit card, and I had a booking number, so I felt comfortable.
The summer went on, and I noticed she had not sent me a contract, as usual. I asked, and she said she was waiting for me to decide whether or not I would take the Oceania booking, so she could put the contract in at the same time, in order to save me the 100.00 cancellation fee. I was okay with this [ I'm starting to sound stupid, now aren't I].
I called Oceania myself up until the last few days before final payment, and I was still #2. We were going away for ten days on July 27th, and I wanted all of this taken care of before we left. On July 23rd, I told her to cancel Oceania - that I would be going on the Zaandam instead. Fine, she took care of that pretty promptly.
My real problems began after this - I simply could not get the contract from her. I emailed her several times, even from Canada on our vacation. I called over and over again. No one could help me at her agency, since when they put in the booking #, it still showed the Oceania cruise. I called and e-mailed all thru August asking for the contract. Finally, on August 24th, a month away from final payment, I basically told her I needed the contract or I would cancel. I finally received it on August 26th, and it was 1300.00 more total than what I had priced out on the agency website on June 28th, the day I told her to book and deposit. She insists that the pricing she gave me is what was there all summer long, on the day she booked.
I have no doubt that this true - I think the problem is that she held the cabin, as discussed above, but did not put the deposit down on the day we asked. As a result, the supply of suites really tightened up, the price went up as HAL went to wait list. I remember seeing the price go up over 1,000, in early July, and saying to myself - wow look how much that went up.
Now of course, we have a major problem. She just keeps insisting that the price on the contract is what was originally quoted. This is obviously not true, since I have the June 28th print out of the pricing on that day, and of course, I have emails that show we wanted to book and deposit on June 28th.
I understand her position - she cant' sell the cruise for any less now, but I do feel it was her agency's fault that this was not handled properly at the time. The fact that she waffled so long on the contract of course, makes the situation even worse. I really regret this entire situation - it has really soured me on the whole travel agent feeling. I trusted this woman, she did a great job for me last year, but now, it's evident I either pay the extra 1,300.00 or just cancel. I really wanted to go on this trip, but I feel I should not have to cover an agent's error. I tried sending an e-mail to her boss, but she's just the accounting manager. I suppose I could take this further, to the owner, and the Better Business Bureau, or I could just say to myself -oh well, and let it go. Any suggestions? What would you do?
I'd appreciate any help you guys could give me. And of course, this has been a valuable but painful lesson to me.
Thanks!
On June 28th, during her agency's three day HAL sale, I sent her an email asking her to book and deposit us on the Zaandam sailing. I checked on her website on June 28th, felt the price was fair, and printed out the current pricing, including taxes. When I checked back on July 3rd, she still had not deposited us, but she had placed a hold on the cabin. On July 5th, the day the hold was to expire, she finally deposited us. The deposit was put on my credit card, and I had a booking number, so I felt comfortable.
The summer went on, and I noticed she had not sent me a contract, as usual. I asked, and she said she was waiting for me to decide whether or not I would take the Oceania booking, so she could put the contract in at the same time, in order to save me the 100.00 cancellation fee. I was okay with this [ I'm starting to sound stupid, now aren't I].
I called Oceania myself up until the last few days before final payment, and I was still #2. We were going away for ten days on July 27th, and I wanted all of this taken care of before we left. On July 23rd, I told her to cancel Oceania - that I would be going on the Zaandam instead. Fine, she took care of that pretty promptly.
My real problems began after this - I simply could not get the contract from her. I emailed her several times, even from Canada on our vacation. I called over and over again. No one could help me at her agency, since when they put in the booking #, it still showed the Oceania cruise. I called and e-mailed all thru August asking for the contract. Finally, on August 24th, a month away from final payment, I basically told her I needed the contract or I would cancel. I finally received it on August 26th, and it was 1300.00 more total than what I had priced out on the agency website on June 28th, the day I told her to book and deposit. She insists that the pricing she gave me is what was there all summer long, on the day she booked.
I have no doubt that this true - I think the problem is that she held the cabin, as discussed above, but did not put the deposit down on the day we asked. As a result, the supply of suites really tightened up, the price went up as HAL went to wait list. I remember seeing the price go up over 1,000, in early July, and saying to myself - wow look how much that went up.
Now of course, we have a major problem. She just keeps insisting that the price on the contract is what was originally quoted. This is obviously not true, since I have the June 28th print out of the pricing on that day, and of course, I have emails that show we wanted to book and deposit on June 28th.
I understand her position - she cant' sell the cruise for any less now, but I do feel it was her agency's fault that this was not handled properly at the time. The fact that she waffled so long on the contract of course, makes the situation even worse. I really regret this entire situation - it has really soured me on the whole travel agent feeling. I trusted this woman, she did a great job for me last year, but now, it's evident I either pay the extra 1,300.00 or just cancel. I really wanted to go on this trip, but I feel I should not have to cover an agent's error. I tried sending an e-mail to her boss, but she's just the accounting manager. I suppose I could take this further, to the owner, and the Better Business Bureau, or I could just say to myself -oh well, and let it go. Any suggestions? What would you do?
I'd appreciate any help you guys could give me. And of course, this has been a valuable but painful lesson to me.
Thanks!