This travel agent planned airline reservations and two hotels very poorly with little consideration for us.
On four airline reservations the times of flights were ridiculous the seats poor for tall people, which they knew we were. Out seats were window and middle with me 6'5". We asked for Jet Blue and got American. One hotel had us in a room facing away from the ocean with construction out the window. The travel agent had us leaving Boston at 7 a.m. and arriving in LA at 10:30 with us having to wait till 2:oo p.m. to check into the hotel. Got off Boat at 8:00 a.m. then had to
wait at the airport till 4:00 p.m. to get on the air plane. Once we signed up with Norweigen online for the cruise we were sent at least two ads a week for 8 months touting lower costs and amenities that we didn't have. A travel agent should know the above things and plan a trip with reasonable consideration for the people traveling. The man we bought the trip from from this business didn't talk or write to us after we agreed to the trip. Only his clerks in the office.
$500.00 for the real pain and suffering we endured
due to their very poor scheduling of an $8,500. trip and cruise. He was willing to give us a $200. credit on a future trip. What a sport. Like we would ever use them again.
We have taken great pride in the fact that we have had 0 complaints with the Better Business Bureau since we have been a member, and that is no small feat in our business being the size we are and the fact that we are limited by the customer service provided by the vendors we sell. We have been in business for 25 years and owe our success to our exceptional customer service policies. I have listened to every one of the recorded calls that I and any of my assistants had with Mr. ******, to try to determine if we actually dropped the ball on anything. There were close to 3 hours in telephone conversations, which I am more than happy to share with you or him.
Mr. ****** states that the travel agent planned the airline reservations and hotels with little consideration for him, however that was just the opposite. Mr. ****** was involved in every decision made, we offered 3 different hotels and Mr. ****** chose the Hilton, he stated in the recorded telephone conversation, that price was an issue, quote "he didn't want to break the bank", and that a friend told him that the view was not as important as staying in a hotel on the ocean. Mr. ****** admitted in an email that he was well aware and was advised by us months in advance that the hotel was under construction at the time of his stay.
Regarding the flights, as I mentioned to Mr. ****** when we made the reservations, I personally like JetBlue also, but they don't fly to Hawaii and I would never recommend that you use 2 different carriers on a trip if you can help it, because the other carrier **** not take responsibility for another carriers cancellation or delayed flight and usually the rate is more when you use multiple air carriers. Mr. ****** had the option to upgrade the seats on the plane to more legroom seats for a fee. American is one carrier who tends to hold most aisles seats to force passengers ** pay a fee for them, again something we cannot control. The seats were assigned and Mr. ****** knew what seats he had been assigned almost a year in advance, he never once mentioned he was not happy with the seats assigned in any recorded conversation I listened to, and again I would be happy to provide those conversations and any emails to and from him. He was sent a detailed invoice with every single detail of the trip including seat assignments, the fact that the hotel was under construction, the flight times etc. Never once did he call to complain about a single thing until he got back and wanted us to give him $500 back.
Regarding the continuous promotions sent by the cruise line, this is something we have absolutely no control over, however if Mr. ****** never once called us to enquire whether he was entitled to these promotions or not, we would have gladly try to re-price it as we do constantly for clients. However due to the incredible contracted rates Cruise Travel Outlet has on Norwegian Cruise Lines to Hawaii, I have never seen a better deal offered direct from Norwegian for the Hawaii cruise. When we initially quoted Mr. ****** he requested AARP rates and our exclusive rates beat AARP by $334.
It's very disappointing for a client to accuse us of poor service when in fact he received exceptional service from us as every recorded call and email **** prove. I challenge Mr. ****** to provide solid proof that we did not do everything within our control to make sure his vacation exceeded his expectations. He signed off on all the details and never once said he was not happy with them, there isn't anything he was dissatisfied with that could not have been corrected by a simple phone call to me prior to the trip, there were no surprises whatsoever.
Cruise Travel Outlet