The travel troubleshooter

Having reservations about my travel agent

 

christopher@elliott.org

Q. My fiancé and I are planning our destination wedding in Jamaica this summer and are using a travel agent to book our guests and us. We’re also using the travel agent for our honeymoon at a different resort on the island. We will be in Jamaica for two weeks. There are about 40 people booked at this time, with only a few more to book. She has been going through Apple Vacations to help book the flights and hotels.

Our problems began back at the beginning of this year. Our agent had a couple of relatives pass away. We have tried to call and email the agent several times with little or no response. We even went to her house (she works from home) and talked with her in person, voicing our concern of the lack of communication.

We also have asked her, on a couple of occasions, to charge part of our stay to our credit card. She has not done this yet. We would like to space out the charges so we don’t get hit with it all at once.

We have also requested that we be included on correspondence with our guests so we know who has booked and who has not. The lack of communication from her is very frustrating.

What can we do? How would we go about firing her?

Brian Durbin

Terre Haute, Ind.

I’m sorry to hear things aren’t working out with your travel agent. A destination wedding is probably one of the most important vacations of your life, so you want everything to be perfect. That’s why you use a travel agent to make arrangements.

For years, I’ve recommended using a competent travel agent for a honeymoon. But that doesn’t mean every agent will do a good job. In your case, unfortunately, the agent appears to have had a series of personal problems that sidetracked her from doing her job. That can happen.

You did the right thing by bringing your concerns to the agent first. She should have realized that she couldn’t provide the level of service you needed for a destination wedding and honeymoon, and offered to transfer your reservation to a colleague. But that didn’t happen.

Your next step would have been to appeal to Apple Vacations. It could have also transferred your reservation either to another agent or turned it into a direct booking, which doesn’t use an agent.

I asked Apple about your reservations. It reviewed your file and contacted the agent on your behalf. Your agent has since then “stepped up,” according to Apple Vacations, and is taking care of your reservation — an assessment with which you agree. Enjoy your honeymoon.

Read more Travel stories from the Miami Herald

  •  
The village of Penmarch, whose name reflects Brittany’s Celtic past; the word Penmarch means head of a horse in the local Breton, a Celtic language brought to this region in the Middle Ages by Britons migrating to the continent.

    France

    Life at the ‘end of the earth’ in western Brittany

    Do you know where the world ends?

  • The travel troubleshooter

    Resort won’t accept my Travelzoo voucher

    Q: I recently bought a Travelzoo voucher for pet-friendly accommodations at Yosemite Lakes RV Resort. I made a reservation with the resort at the time I purchased the voucher.

  •  
With a rental car, every hilltop town in France is within reach.

    Travelwise

    Renting a car for your European trip

    Even with Europe’s super-efficient public transportation system, there are times when it makes sense to rent a car. Having your own wheels is ideal for getting to more remote or rural places that aren’t covered as well by public transportation: England’s Cotswolds, Norway’s fjord country, Spain’s Picos de Europa mountains, France’s Normandy beaches, Tuscan hill towns.…

Miami Herald

Join the
Discussion

The Miami Herald is pleased to provide this opportunity to share information, experiences and observations about what's in the news. Some of the comments may be reprinted elsewhere on the site or in the newspaper. We encourage lively, open debate on the issues of the day, and ask that you refrain from profanity, hate speech, personal comments and remarks that are off point. Thank you for taking the time to offer your thoughts.

The Miami Herald uses Facebook's commenting system. You need to log in with a Facebook account in order to comment. If you have questions about commenting with your Facebook account, click here.

Have a news tip? You can send it anonymously. Click here to send us your tip - or - consider joining the Public Insight Network and become a source for The Miami Herald and el Nuevo Herald.

Hide Comments

This affects comments on all stories.

Cancel OK



  • Marketplace

Today's Circulars

  • Quick Job Search

Enter Keyword(s) Enter City Select a State Select a Category