Over the last month, I have listened to my colleague practically screaming in frustration to an unnamed online booking company. This is a grown, professional woman I am talking about, being forced to use small words and explain things to this representative on the phone in grammar school terms. I wasn't even on the phone and I was almost as frustrated as her.
Here is the story.
The company I work for does not specialize in cheap airfare pricing. Just like everyone else, we have to search for hours to find our clients the best possible airfare price. It just so happens my colleague found it online at this unnamed online booking company and she booked it for her client. Since that time, she has spent countless hours trying to fix their errors. Not knowing the whole story, I will tell you just what I know for sure.
It does happen; the flight changed. My colleague was notified that there was an urgent matter with her purchase and to please call unnamed company immediately. When she called she was passed around to different representatives that had no clue what she was talking about. After hours of trying to figure out what was going on, the call was disconnected. This happened over the course of a week a couple times. The last time was horrible. She was on the phone for 3 hours trying to figure out what the deal was. Now it ended up that a change had to be made, it totally messed with the already confirmed itinerary of the client, and even more changes needed to be made. Again, this happens. But the customer service and difficulty of getting this fixed was absolutely unacceptable. My colleague spoke with so many people who made promises to call back, email back, and they did not follow through. There were email addresses given to a general mail box that everyone at the unnamed company gets but no one replies to. She spoke with several supervisors and managers who refused to take responsibility or be held accountable for the lack of service provided by their representatives. Just terrible.
Now this was just one booking, of one airline ticket. Imagine if this was a full trip. What would you do? Would you give up after 5 hours on the phone and just go buy another ticket? How much time do you want to put into planning a vacation?
I ask these questions because it is so important for people to think about just what goes into planning a vacation. Hopefully nothing will go wrong, but if it does, who do you call?
My clients know that if anything is just slightly off, they can call me directly at my home office, or at the corporate office. They can email me and expect a reply within 24 hours maximum. And get this.... they know they are getting me. It's not just a shot in the dark to see if someone can help them properly. They get me, everytime. If I can't fix it, I will make sure somebody can. THIS is how travel planning should work.
So please, the next time you are looking online to book a hotel, airline tickets or anything else, please make sure that you can contact someone directly and immediately should a problem arise. You may also want to make sure that the company is willing to be held accountable when they make a mistake. Without doing this, you can cost yourself thousands of dollars..... frankly, I would rather spend that on vacation clothes ;)
Tuesday, January 27, 2009
Wednesday, January 21, 2009
What took so long?
Well folks, I mentioned having you follow me in Italy but unfortunately it did not turn out that way. Why you ask? I wish you didn't ask, but since you did, I will tell you.
For the first time, I did not enjoy my trip. You see this trip was planned and completely controlled by a group in Italy that is trying to promote a certain city, specifically Arezzo. Just because they are natives of the country does not make them expert planners.
Let's talk about the good stuff first.
I was able to fully inspect a few properties. This is good because I don't send my clients anywhere I haven't been, stayed, seen, you get the picture. Anyway, generally the places I inspect are fantastic, and clean, and everyone is so friendly and wonderful. However, there are times when it doesn't happen this way and as happy as I am to do this for my clients, it just seemed to increase the speed of this "vacation" that was traveling downhill.
I met some really nice vendors. Although I wasn't able to view every property, I did meet some fantastic families that I will definitely visit and stay with next time around.
I discovered a new area. I had not been to Arezzo before this time, and I really enjoyed the small town feel you can only get from, well.. a small town.
I wish I had more to say in the 'good' category.
So, on to the not so pleasant. Now keep in mind that some of this is not the fault of any person or business.
I was extremely ill. I had someone tell me once that no matter what you do, if you are sick, do not get on an airplane. Well, I ignored that and boy do I regret it. It made for a miserable time even when I should have really enjoyed myself. I made the best of it, but it was tough. Due to being ill, I was forced to miss the gala dinner that was planned for all the people in the workshop. These are high-class, cocktail gown, tuxedo, served on crystal type events. I heard about it the next day and how wonderful it was. I was so sad to not be a part of it. **From this I learned that if you are sick (now not just a little cold, but really sick) stay home. Cancel your trip, take advantage of your travel insurance, and stay home. Italy is such a joyous country but any place can be ruined if you are sick and have a bad attitude.
I was forgotten. I mentioned before that this was planned by a tourist board group in Italy. You would think they would know what they were doing. Mistakes happen, I just wish it didn't have to happen to me. :) It is very hard for me as it is to just let go and have someone else plan my trip for me (I mean, it's what I do for a living and I am pretty darn great at it). But I did for the sake of experience and for the sake of sharing the results with my clients. So, on the first day of the workshop, I am meeting with a ton of great people, making appts., etc. when lunch time rolls around. Now, I wasn't very hungry because I was still sick but I knew I needed something. So, I went over to the lunch area where they were serving a fantastic lunch. This fantastic lunch was not for me though as I was not on the list. So, I asked around and no one seemed to figure out how to get me on the list. Now, we are in the middle of a huge trade show so it wasn't like I could just go down the street and get some food and a drink. I attempted to find the person in charge to no avail. No lunch for me. I just went back and worked some more. The next morning I was finally able to find someone who gave me the information and said "I forgot". No apology, no how can I make it up to you, just "I forgot". Oh well.
There was no internet. Now, this really isn't a big deal to a family who is going on vacation but to me, a travel expert with a good deal of clients that need to hear from me, I can't be without internet. The worst part, I triple confirmed that the place I was staying would have wifi. It's even promoted on their website!! I was confident that I would not have a problem but when I got there, no internet and nothing I could do about it. This is another reason I insist on inspecting accommodations before I send my clients. Your idea of internet and the Italians' idea of the internet may be completely different. Obviously.
My ATM pin did not work. Now this was a shock! I never did figure out why this happened but it was quite an inconvenience. I learned a good lesson from this. I used to tell my clients not to worry about getting Euro before leaving as they could just get it at a bancomat (ATM) when they arrive in Italy. I have now changed my tune on this. I advise all my clients to spend what it costs on exchanging money and make sure you have about 100 Euro on you before you leave the country. Yes, most places take credit cards but you will be mad at yourself if you get somewhere that doesn't and are unable to pull money from the ATM for some reason.
My cell phone did not work. Again, this is more of an issue for me because I was actually working and needed to be able to call the states to speak with clients etc. Here I spent all this money on a World Edition Blackberry and it wouldn't work. Sprint, being one of the worst cell companies I have ever worked with, could not figure this situation out either. They instructed me to get an Italian sim card and all other types of advice that was totally wrong. Thank goodness I had an Italian emergency phone as a back up. Sprint will not be renewing my contract for sure.
My flight was cancelled. I finally started feeling better on the last night. Had a great dinner at a great place in Arezzo, did some great inspections, and finally felt like the trip was almost worth being away from home. Then time to go home rolls around, and although the night before was great, I was READY to go home and sleep in my bed, and have my dog and my boyfriend cuddle with me on the couch while I eat chicken noodle soup and try and get well. Then my flight was cancelled. Now if this was the only thing that happened I would have been ok, but at this point everything was built up and I was DONE! After 3 hours of waiting to find out what the heck was going on, I was told that I would not be able to leave until the next day but if I wanted to leave today, I would have to pay for my flight. What?? Pay for my flight that I already paid for? Well, this is where I lost it. I will say that I am not confrontational at all, but I did give that reservation clerks and earful enough to where they were happy to find any flight just to get me out of the check in area. Finally, almost 6 hours later, I was on my way home.
I learned a great deal from this and am happy that I will be able to pass on my experience to my clients.
-Travel with support (imagine having this happen and not having anyone to contact)
-Always purchase travel insurance
-Always have an 'emergency fund' available. My suggestion would be that you need to have at least enough for a plane ride home. This is what credit cards are for, make sure you have one with a decent amount available.
-Do not count on having internet or cell phone usage. You may have to go to an internet cafe and you may have to buy an Italian cell phone when you get there (don't worry, they are inexpensive and great for emergencies)
-Travel LIGHT! The only reason I was able to get onto a flight is because I didn't have a ton of luggage. I had to run like a bat out of hell to the gate as the flight was leaving in 10 minutes. If I had anything aside from my one carry on, I wouldn't have made it, and any checked luggage would have more than likely been delayed.
For the first time, I did not enjoy my trip. You see this trip was planned and completely controlled by a group in Italy that is trying to promote a certain city, specifically Arezzo. Just because they are natives of the country does not make them expert planners.
Let's talk about the good stuff first.
I was able to fully inspect a few properties. This is good because I don't send my clients anywhere I haven't been, stayed, seen, you get the picture. Anyway, generally the places I inspect are fantastic, and clean, and everyone is so friendly and wonderful. However, there are times when it doesn't happen this way and as happy as I am to do this for my clients, it just seemed to increase the speed of this "vacation" that was traveling downhill.
I met some really nice vendors. Although I wasn't able to view every property, I did meet some fantastic families that I will definitely visit and stay with next time around.
I discovered a new area. I had not been to Arezzo before this time, and I really enjoyed the small town feel you can only get from, well.. a small town.
I wish I had more to say in the 'good' category.
So, on to the not so pleasant. Now keep in mind that some of this is not the fault of any person or business.
I was extremely ill. I had someone tell me once that no matter what you do, if you are sick, do not get on an airplane. Well, I ignored that and boy do I regret it. It made for a miserable time even when I should have really enjoyed myself. I made the best of it, but it was tough. Due to being ill, I was forced to miss the gala dinner that was planned for all the people in the workshop. These are high-class, cocktail gown, tuxedo, served on crystal type events. I heard about it the next day and how wonderful it was. I was so sad to not be a part of it. **From this I learned that if you are sick (now not just a little cold, but really sick) stay home. Cancel your trip, take advantage of your travel insurance, and stay home. Italy is such a joyous country but any place can be ruined if you are sick and have a bad attitude.
I was forgotten. I mentioned before that this was planned by a tourist board group in Italy. You would think they would know what they were doing. Mistakes happen, I just wish it didn't have to happen to me. :) It is very hard for me as it is to just let go and have someone else plan my trip for me (I mean, it's what I do for a living and I am pretty darn great at it). But I did for the sake of experience and for the sake of sharing the results with my clients. So, on the first day of the workshop, I am meeting with a ton of great people, making appts., etc. when lunch time rolls around. Now, I wasn't very hungry because I was still sick but I knew I needed something. So, I went over to the lunch area where they were serving a fantastic lunch. This fantastic lunch was not for me though as I was not on the list. So, I asked around and no one seemed to figure out how to get me on the list. Now, we are in the middle of a huge trade show so it wasn't like I could just go down the street and get some food and a drink. I attempted to find the person in charge to no avail. No lunch for me. I just went back and worked some more. The next morning I was finally able to find someone who gave me the information and said "I forgot". No apology, no how can I make it up to you, just "I forgot". Oh well.
There was no internet. Now, this really isn't a big deal to a family who is going on vacation but to me, a travel expert with a good deal of clients that need to hear from me, I can't be without internet. The worst part, I triple confirmed that the place I was staying would have wifi. It's even promoted on their website!! I was confident that I would not have a problem but when I got there, no internet and nothing I could do about it. This is another reason I insist on inspecting accommodations before I send my clients. Your idea of internet and the Italians' idea of the internet may be completely different. Obviously.
My ATM pin did not work. Now this was a shock! I never did figure out why this happened but it was quite an inconvenience. I learned a good lesson from this. I used to tell my clients not to worry about getting Euro before leaving as they could just get it at a bancomat (ATM) when they arrive in Italy. I have now changed my tune on this. I advise all my clients to spend what it costs on exchanging money and make sure you have about 100 Euro on you before you leave the country. Yes, most places take credit cards but you will be mad at yourself if you get somewhere that doesn't and are unable to pull money from the ATM for some reason.
My cell phone did not work. Again, this is more of an issue for me because I was actually working and needed to be able to call the states to speak with clients etc. Here I spent all this money on a World Edition Blackberry and it wouldn't work. Sprint, being one of the worst cell companies I have ever worked with, could not figure this situation out either. They instructed me to get an Italian sim card and all other types of advice that was totally wrong. Thank goodness I had an Italian emergency phone as a back up. Sprint will not be renewing my contract for sure.
My flight was cancelled. I finally started feeling better on the last night. Had a great dinner at a great place in Arezzo, did some great inspections, and finally felt like the trip was almost worth being away from home. Then time to go home rolls around, and although the night before was great, I was READY to go home and sleep in my bed, and have my dog and my boyfriend cuddle with me on the couch while I eat chicken noodle soup and try and get well. Then my flight was cancelled. Now if this was the only thing that happened I would have been ok, but at this point everything was built up and I was DONE! After 3 hours of waiting to find out what the heck was going on, I was told that I would not be able to leave until the next day but if I wanted to leave today, I would have to pay for my flight. What?? Pay for my flight that I already paid for? Well, this is where I lost it. I will say that I am not confrontational at all, but I did give that reservation clerks and earful enough to where they were happy to find any flight just to get me out of the check in area. Finally, almost 6 hours later, I was on my way home.
I learned a great deal from this and am happy that I will be able to pass on my experience to my clients.
-Travel with support (imagine having this happen and not having anyone to contact)
-Always purchase travel insurance
-Always have an 'emergency fund' available. My suggestion would be that you need to have at least enough for a plane ride home. This is what credit cards are for, make sure you have one with a decent amount available.
-Do not count on having internet or cell phone usage. You may have to go to an internet cafe and you may have to buy an Italian cell phone when you get there (don't worry, they are inexpensive and great for emergencies)
-Travel LIGHT! The only reason I was able to get onto a flight is because I didn't have a ton of luggage. I had to run like a bat out of hell to the gate as the flight was leaving in 10 minutes. If I had anything aside from my one carry on, I wouldn't have made it, and any checked luggage would have more than likely been delayed.
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