Get those cruise docs ... or follow up fast

Sue of Miami booked a cruise on Azamara early this year and was charged for it last spring. In July her travel agent told her he had all her documents and would deliver them shortly. And that was the last she ever heard from him.

The day before she was due to fly to Rome for her trip, I got the panicked call. She'd been calling and e-mailing him for two months with no response. The situation was doubly difficult because the travel agent was a social acquaintance. And since she had booked her trip through an agent, the cruise lines' regular reservations office wouldn't discuss the case with her, insisting that she had to go back to her agent.

Normally we don't get involved in cases like this, instead referring travelers with problems to Travel Troubleshooter Christopher Elliott, whose column we run weekly. But with less than 24 hours to her flight time, Sue needed extra help.

Elliott and I pitched in to get her to the right person at Azamara, which promptly called and offered her the opportunity to rebook her cabin. The line had previously refunded cruise deposits to her and her traveling companion when they didn't pay the balance due, but neither had understood that was the reason for the refunds (and because the agent disappeared, they didn't even realize they had a payment due.)

They ended up paying slightly more than they would have originally -- and in good faith, the cruise line might simply have charged them the original amount. But Sue -- who had already paid for airfare to Europe and a few nights of hotel there -- was happy just to have her trip intact

There are plenty of lessons here for travelers.

• Just because someone is a travel agent and a friend doesn't mean you should use them for your trip. Check with the Better Business Bureau, the American Society of Travel Agents and the Cruise Lines Industry Association before you book, and ask for references. (The reference part can be a little touchy socially, but you can check the agencies without the person knowing.) Membership in any of these organizations isn't a guarantee, but it does indicate that the agent takes his business seriously.
• Even a good agent can get into trouble -- a situation perhaps more likely in these turbulent economic times. If something seems "off'' -- you don't get your documents, you can't get a return phone call -- follow up immediately. If you still can't get through, call the travel supplier and ask for a manager until you get confirmation that you're booked -- or the information that you aren't.
• Keep all receipts and watch your credit card carefully. You can dispute a charge, but this often must be done within 60 days of the charge.
• Consider travel insurance. Not every travel insurance policy includes financial default; some insurers have a "white'' list of companies they will insure, while some have a "black'' list of companies they won't insure. Check details carefully before you buy a policy, and talk with an agent rather than simply buying the policy online.  Like many experts, I recommend buying a policy from a reputable third-party insurer and not through the travel supplier. You can compare policies at www.insuremytrip.com, www.quotewright.com and www.squaremouth.com.

As for cruise lines, I've got a quibble. This is the second case I"ve seen today -- the first was with another  line -- in which I've discovered that lines have little or no direct follow-up with travelers once a payment has been missed. In this case there was an agent involved who should have been the go-between, but in the other case the traveler dealt directly with the cruise line. In either case, I'd argue, the cruise line ought to send an e-mail or call the traveler and let them know that a payment was missed and that they assume the booking should be cancelled.

If Bloomingdales can send a bill, seems like a cruise line could, too. 

EPILOGUE

Just a few hours before she was due to leave, Sue finally heard from the travel agent, who said he'd been in South Africa and his assistant had been out on maternity leave. For two months.

Comments

[Josh Neumann]

Excellent tips, but why not just eliminate the middle man altogether?

[Pam Mayberry]

Did Sue wonder why she had never paid the final payment? Why did she expect documents if she had not paid for the trip? Surely she knew she had not paid for the cruise!

[Millie B]

I hate to hear stories of neglect, like this.
I have been an agent for 29 years and pride myself on staying in touch with the clients all the way thru their trip. I always advise the client of when the next payment would be do and I assure them I will be calling before the due date to discuss it.
Organization is extremely important. If your agent isn't organizeed(messy desk etc., not good at returning calls)you may want to choose another.
We deal with many clients and have to keep track of lots of details quite uniqe to each client. Document, Document, Document....
is critical...

And another tip for the public...
we are not Expedia or Orbitz....we are skilled professionals..
Don't expect agents to spin out lots of information to you if you won't make contact verbally and leave a phone #.
We are too busy to be bothered with people who just want to receive our expertise for nothing.
If you want an awesome trip, find a seasoned agent and show respect for our knowledge, we've earned it.
BTW
Seasoned and experienced agents are swamped with work.
You want a good agent, go to an agency and look for the one who can't seem to get off the phone or get a referral from someone who travels often and uses an agent.

[Linda]

As a cruise agent I've had trouble getting hold of some clients when a final payment is due. They won't answer their calls, return voice/email messages or even an invoice sent by mail. So when the final is due, instead of having them lose their deposit for missing their final payment deadline, I'll cancel their cruise. If the cruise line cancels for non payment, they will keep the deposit. So it looks like the agent saved her from losing her deposit. This lady saw her refund and knew she didn't pay her balance. Why did she expect to receive tickets for a cruise she knew she didn't pay for?

[JESS Kalinowsky Professional Travel Consultant]

I see a lot of holes in this Miami Herald news article. First I feel it was wrtten very negatively and slighted against the travel agent. Second the client must bear responsibility for their part of the transaction. If she had not paid in full, then what on earth should she expect documents? I give clients a clear outside of payment option info from the start, and tell them to put them on their MS Outlook Calendar, as I put them on mine. Part of being a Professional Travel Agent is being in touch with clients, staff, and vendors on a regular basis. The excuse the agent was in South Africa, or on MARS! holds no water! They have high speed internet in South Africa. The agent should be checking with his office frequently while away. Business does not stop because an agent travels! If this is a two person office, and the assistant was away for two months on maternity leave, then the agent should have gotten a temp for two months. All the way around there were very weak excuses. Why did the agent not set up auto payments to the cruiseline to the clients credit card? Everyone should take responsibility for their own shortcomings. Like most big city newspapers, the travel writers are always bad mouthing travel agents! And like fools the travel agents still buy advertising from the newspapers! DUH! Tell the advertising department heads that you will not spend money with them as long as their travel writers are 'trashing' travel agents. There was plenty of 'blame' to go around in this scenario!