HUGE Problems with Travel Agency!!!

[CruiseFever]

<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR> HOWEVER, when we finally got a call from CWT's headquarters, they TOTALLY passed the buck to the agent. <HR></BLOCKQUOTE>

Well IF I ever had any thought of ever using these people I sure would NOT now. This was their opportunity to shine. It's easy to be in the customer service game when everything is running along all hunkey dorey. It's when there's a problem that you see whos got it and who does not.

They ain't got it

Happy Cruising

Chris

[url="http://www.LifeIsCruising.com"]www.LifeIsCruising.com[/url]

Next up:
Caribbean Princess 06/26/04
Star Princess 10/24/04
Diamond Princess 12/22/04
Carnival Miracle 03/13/05
Carnival Valor 10/30/05

[meyerhaus]

I agree, Chris. When you, a customer-oriented business, do not take care of your customers, you don't have a business. If, however, you make a mistake and correct it in a way that satisfies the customer, you get great word-of-mouth praise.

I still haven't heard from the agent. He said that he will "look into" a ship-board credit.

BTW, the only cabin left on the 7/11 Golden is a Premium suite. It's a good thing I reserved a cabin two nights ago. I would have been SOL!

JON

[url="http://www.geocities.com/pattersandmenus/"][img]http://www.picgoo.com/uploads/960426124355.gif[/img] [/url]
[url="http://www.geocities.com/pattersandmenus"]www.geocities.com/pattersandmenus[/url]

Golden Princess 7/11/04
[img]http://escati.linkopp.net/cgi-bin/countdown.cgi?trgb=000000&srgb=00ff00&prgb=191970&cdt=2004;7;11;18;00;00&timezone=GMT-0500[/img]
Big Red Boat-1993 (Amy)
Celebrity Zenith-1993 (Jon)

[MaryPoppinz]

I'd like to hear from one of the TA's who posts here about whether there is some sort of ethical violation (or worse) in this TA's conduct. When you make your deposit/payment to Princess, I suspect there is an escrow account involved to protect your pre-paid investment. What protects your investment when it's the TA holding your funds rather than the actual vendor of the service?? My guess is "Nothing," unless there is, in fact, some sort of industry-wide guidance about either NOT engaging in this practice, or about doing it properly....which to me would be something more than a tickler file with a notation to take your money and transfer it to Princess on a given date. I could be wrong, but this seems like an area for a lot of potential consumer fraud, and I'd be surprised if it wasn't addressed by the industry or one of the government agencies that oversees the travel industry. Anyone know???

Anybody know?

[b]"I'm gonna book myself on that Princess Cruise." [/b]
-- [i]Fox Mulder, X-Files 'Three Words'[/i]

[dorotha]

So, Have you printed out and FAXed this thread yet? [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img]

[sue d. miller]

Great question, Mary. Yes, Jon is back on the ship, but the problem is he was cancelled, and the ship is about filled. He lost the cabin he wanted, and yes, he got another, but not the one originally booked!!!! I would be RIPPED!!!! I always book a specific cabin, and I trust my TA to keep it for me. If you take away the cabin that I wanted, you take away part of my cruise experience, I am looking forward too!!!!!!!! What If he found the error two days later, and couldn.t afford the premium suite, the only cabin left!! This could have been a total catastrophe, and his TA is responsible!! This company is big up north, and I just sent this info up. When trust is taken, what's left?? Next time Jon and his wife book, they are going to be nuts with worry, until they board. I hope he finds a TA he can build his trust with next time!!

Sue
7 days on Star Princess 10/24

GROWING OLD IS MANDATORY..... GROWING UP IS OPTIONAL

[kruisey]

I will never deal with that TA again.Will give people a chance but when I am crossed thats it.
Life is not for hassles.
Let me say once more I am with you, have been there.
Wish I had only discovered Cruise Critics when it happened to me,for support [img]http://messages.cruisecritic.com/infopop/emoticons/icon_cool.gif[/img]

[sue d. miller]

Jon, could you let me know which agency you booked with, and where?

Sue
7 days on Star Princess 10/24

GROWING OLD IS MANDATORY..... GROWING UP IS OPTIONAL

[MaryPoppinz]

IIf our TA didn't fax me a credit card receipt [I]from the vendor[/I] within 24 hours after I book a trip, I would be all over it. I don't have to ask for it, she provides it. But, I think this thread really does serve as an important reminder to those for whom following up on payment might not have ever occurred. Let's face it, you want to be able to trust these people. If you didn't, you wouldn't bother with an agent.

In my book, your payment should be going directly to the vendor, and the TA gets the commission from there, not from holding your funds.

My husband is on a $10 or $12,000 business trip right now, and his 4,000-employee company uses this TA exclusively. I was thinking about trying them as well, but if they don't have a policy against their franchisees doing this, there is NO WAY. Actually, after reading this thread, there is probably NO WAY, anyway. I also think I'll mention this to my husband, because, even though travel is not his area at all, he has some influence over how (and with whom) his company does business.

[b]"I'm gonna book myself on that Princess Cruise." [/b]
-- [i]Fox Mulder, X-Files 'Three Words'[/i]

[pg.]

You know I 've reread this post a few times now and I have come to the conclusion that it was the travel agents mistake. All of it.They didn't have your reservation linked or marked no upgrade, I think your ta is lying like a rug!
I think that the reason Princess keeps passing the mistake off to the ta is because it was in fact all the ta's fault( and she won't admit it!)
As for your lousy ta " looking into a shipboard credit," excuse me , but after all this hassle the TA and CWL should give you a good credit from their own pocket!

Quite frankly CWL has just screwed themsleves out of a lot of business, because just posting on this baord is word of mouth times a thousand.!!
Print out all these posts and send to them, like to sse how they think rippping you off and treating you like this gained them anything!

[Commodore Suzy]

marypoppinz... Each state has separate rules about escrow accounts. In CA, they are required is all I can say.

I agree with everyone that the agent needed to stay on top of it, and that you need a better agent next time. One of the questions you had WAY up there was something like "don't agents check prices for you as the cruise approaches". The answer to that is, some good ones do, and a majority don't. Its not standard practice for the industry overall, as most agents don't want to have their commissions lowered. You just need to find a good agent referred by others and stick with them.

Here is a twist I want to add. When a client gives me a check for a cruise, I have to take it to the agency and the agency has to write a check. (The cruiselines will only take 'official agency checks' unless you booked direct with the line.) Of course, I don't write and sign the checks for my agency, only the owner/manager can do that. It is TRUE your agent needed to be following up, however, be sure you rip the owner/manager of your agency too. Ask to speak with them. It could be that your agent turned in the required paperwork to the owner requesting and agency check, and the owner dropped the ball in sending it to the cruise line. Just a thought.

I personally turn in checks and expect the payments to be immediately forwarded to the cruise line. If they don't write it for me while I'm standing there, I make sure the receipt is back to me within a couple days. I've never once had a problem. I agree with what someone else said.. Its not good business practice for the agency to keep your funds until they are "due". If you pay, your payment should immediately be forwarded on.

Good luck and have a great cruise!

Suzy

NEXT --> Monarch family weekend 10/15/04 & Grand Galveston 12/11/04
Diamond Princess [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 5/1/04
Star Princess [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 10/18/03 -- Wind Star Honeymoon [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 11/14/03
Star Princess Wedding [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 9/24/03 -- Mercury [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 10/5/03
Vision of the Seas [img]http://messages.cruisecritic.com/infopop/emoticons/icon_smile.gif[/img] 10/28/02 -- Amsterdam [img]http://messages.cruisecritic.com/infopop/emoticons/icon_smile.gif[/img] 4/22/03
Sun Princess [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 5/10/02 -- Star Princess [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 6/15/02
Carnival Holiday [img]http://messages.cruisecritic.com/infopop/emoticons/icon_frown.gif[/img] 9/8/00

[sue d. miller]

Thanks, Suzy!! A tough question maybe you are unable to answer. If this happened in your agency, what would you expect to happen to make amends to the client, that almost lost a cruise because of incompetance?

Sue
7 days on Star Princess 10/24

GROWING OLD IS MANDATORY..... GROWING UP IS OPTIONAL

[CruiseFever]

Indeed, assuming the worst, is Jon entitled to some compensation or are we just wineing?

Happy Cruising

Chris

[url="http://www.LifeIsCruising.com"]www.LifeIsCruising.com[/url]

Next up:
Caribbean Princess 06/26/04
Star Princess 10/24/04
Diamond Princess 12/22/04
Sapphire Princess June '05
Carnival Valor 10/30/05

[meyerhaus]

Chris, you crack me up! Here, can all split this to go with our "whine"!

[img]http://www.cyberspacegrill.com/shop/thumbnails/cheese.jpg[/img]

[url="http://www.geocities.com/pattersandmenus/"][img]http://www.picgoo.com/uploads/960426124355.gif[/img] [/url]
[url="http://www.geocities.com/pattersandmenus"]www.geocities.com/pattersandmenus[/url]

Click the 7/11 to go to the ROLL CALL:
[url="http://messages.cruisecritic.com/2/OpenTopic?a=tpc&s=927093444&f=4763056957&m=4253085267"][img]http://www.picgoo.com/uploads/seven_eleven_copy1.jpg[/img] [/url]
Golden Princess 7/11/04
[img]http://escati.linkopp.net/cgi-bin/countdown.cgi?trgb=000000&srgb=00ff00&prgb=191970&cdt=2004;7;11;18;00;00&timezone=GMT-0500[/img]
Big Red Boat-1993 (Amy)
Celebrity Zenith-1993 (Jon)

[meyerhaus]

Wow, my signature was obnoxious!

[url="http://www.geocities.com/pattersandmenus"]www.geocities.com/pattersandmenus[/url]

Click the 7/11 to go to the ROLL CALL:
[url="http://messages.cruisecritic.com/2/OpenTopic?a=tpc&s=927093444&f=4763056957&m=4253085267"][img]http://www.picgoo.com/uploads/seven_eleven_copy1.jpg[/img] [/url]
Golden Princess Southern Caribbean-7/11/04
Big Red Boat-1993
Celebrity Zenith-1993

[CruiseFever]

Ok make that whining (DW set me str8)

Pete- Would you please pay for the board to upgrade and include a spell checker?

Happy Cruising

Chris

[url="http://www.LifeIsCruising.com"]www.LifeIsCruising.com[/url]

Next up:
Caribbean Princess 06/26/04
Star Princess 10/24/04
Diamond Princess 12/22/04
Sapphire Princess June '05
Carnival Valor 10/30/05

[ginza17]

chris..
maybe they'll give him some free Hagan Daaz........... [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img]

Pete...

[sue d. miller]

Chris, I am with you!! A spell checker would be the greatest gift ever!!! [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img]

Sue
7 days on Star Princess 10/24

GROWING OLD IS MANDATORY..... GROWING UP IS OPTIONAL

[meyerhaus]

Y dew we nead a spell cheker? Arnt we all smaurt enuff too get tat rite?

JOHN

I mean

JON

[url="http://www.geocities.com/pattersandmenus"]www.geocities.com/pattersandmenus[/url]

Click the 7/11 to go to the ROLL CALL:
[url="http://messages.cruisecritic.com/2/OpenTopic?a=tpc&s=927093444&f=4763056957&m=4253085267"][img]http://www.picgoo.com/uploads/seven_eleven_copy1.jpg[/img] [/url]
Golden Princess Southern Caribbean-7/11/04
Big Red Boat-1993
Celebrity Zenith-1993

[sue d. miller]

[img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img]

Sue
7 days on Star Princess 10/24

GROWING OLD IS MANDATORY..... GROWING UP IS OPTIONAL

[UK Cruiser]

I can spell, I just can't type!

[sue d. miller]

[img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img]

Sue
7 days on Star Princess 10/24

GROWING OLD IS MANDATORY..... GROWING UP IS OPTIONAL

[Commodore Suzy]

I agree we need a speal cheeker!

As for what I'd expect, I don't know. I just can't fathom it ever happening to one of my clients. I'd rip the agent owner a new one if he didn't send my client's money along right away so it wouldn't come to this. [img]http://messages.cruisecritic.com/infopop/emoticons/icon_wink.gif[/img]

From the cruiser's point of view, I'd definatley expect to get something. I'm cheap though.. all anyone needs to send me is chocolate covered strawberries and I'm in heaven. [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] No matter what they sent, I wouldn't use that agency again though.

Suzy

NEXT --> Pride of Aloha 6/11/04
Monarch family weekend 10/15/04 & Grand Galveston 12/11/04
Diamond Princess [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 5/1/04
Star Princess [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 10/18/03 -- Wind Star Honeymoon [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 11/14/03
Star Princess Wedding [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 9/24/03 -- Mercury [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 10/5/03
Vision of the Seas [img]http://messages.cruisecritic.com/infopop/emoticons/icon_smile.gif[/img] 10/28/02 -- Amsterdam [img]http://messages.cruisecritic.com/infopop/emoticons/icon_smile.gif[/img] 4/22/03
Sun Princess [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 5/10/02 -- Star Princess [img]http://messages.cruisecritic.com/infopop/emoticons/icon_biggrin.gif[/img] 6/15/02
Carnival Holiday [img]http://messages.cruisecritic.com/infopop/emoticons/icon_frown.gif[/img] 9/8/00

[Princess Di]

Dear Jon,

All your wonderful CruiseCritic friends have given you great advice. Now, load your printer with paper and print out this Thread. Mail it to the T.A. and a copy to the Corporate office of the T.A. Let us all know what the marvelous compensation will be.

For the future, look for 2 qualities in a T.A. and the Agency:
1. Use a Cruise Only specialist who is a Preferred Provider with Princess.
2. Ask who, in that office, is a Destination Specialist for the Itinerary you are planning. These T.A.s take intensive courses for specific world areas; i.e., Pacific Islands, Australia-New Zealand, Europe, Caribbean, etc. By using a Destination Specialist, they have been to and studied that area and have relationships with tour providers, hoteliers, etc. to get you the best rates, as well as, the Best Experience.
After testing, a Certificate is awarded for each Destination. This T.A. can assure your having the optimal cruise.

Go to the Post Office and send your printout by: Return Receipt Requested. This type of mail is given priority handling in the company.
Good Luck. Have a great sailing in your new Suite.

A Smile is just a little curve that sets a lot of things Straight.
Fair Winds and Following Seas!

[surfnsun]

A few more comments [img]http://messages.cruisecritic.com/infopop/emoticons/icon_smile.gif[/img] and I'll try not to wine (I mean whine) and offer some (maybe) useful comments in more layman terms than my previous post. I said I've been in the travel business before where I actually worked in the industry...one of my many duties today in another field is related. I no longer provide the service, I evaluate and select providers for my rather large organization as well as monitor performance after the fact. I guess you can say I've experienced both sides of the fence, not to mention I also occasionally get time off to do some traveling. I've heard and experienced horror stories about those in the industry who are providing travel services. I'll just say it's been many more than one and should probably leave it at that.

To clarify my earlier comments on follow up - that is defined as following up across the spectrum, i.e. the customer, individuals internal to the TA, the actual provider/vendor, etc. I think some things that separate one AGENT from another is how much they know the intricacies (sp?) of the travel business that many times impact how well they can troubleshoot potential problems on behalf of the customer. Also, the time and attention they are willing to spend on behalf of the customer in terms of searching for best rates/fares, following up, etc. I think some things that separate one COMPANY from another is how much time they are willing to allow their agents to spend on a particular transaction without the agent having to worry about meeting quotas. Also, how the company responds to problems, their relationship with the actual vendor, and how well they can negotiate with the actual vendor for discounts they can extend to their customers. I think it's getting harder and harder to do the latter as the actual vendors make it easier for the customers to come to them direct. Perhaps one good thing about working with a large TA is the volume of their clientele sometimes means they can negotiate larger discounts. Perhaps one good thing about working with a smaller TA is they may be more personalized and you may receive FULL services. Many advantages and disadvantages to both, although I think the smaller one's are especially finding it difficult to survive in the business.

Sorry if this was long and boring, but just some things I've learned that may be useful to some.

[zeroni]

quote: Use a Cruise Only specialist who is a Preferred Provider with Princess.

How does one find out about which agencies are Preferred Providers. I'm booked through an Online company that is also listed on the Travel Agent search on the Princess site, but I'm still really uneasy about the whole thing - especially after reading about CWT.