Travel agent gone AWOL

[drron]

As a data point, MR is my TA and while he’s been quiet on WhatsApp etc he’s been very responsive to well titled emails where I’ve clearly laid out what I need and by when - as recent as this week.

Legally if you are on QF stock and the funds have gone to QF, your ticket remains valid regardless of what happens to the TA. I can’t speak to the situation of OP but there’s a fair bit of pile on going on in this thread by people who have no business with him.

MR has gone above and beyond for me over the years and his expertise is quite rare - I’ve lost count of the number of times I’ve had to hand my phone over to a check in agent while he’s walked them through how to fix something in their system.

The amount of free advice and assistance he’s given to AFF members over the years shows his character, and frankly I’m appalled at the mud slinging that’s gone on in this thread. He is one guy and when you are his client you go in to that with your eyes open, it’s not a flight centre business he’s running.

Absolutely agree. We used him a lot pre covid. Saved us thousands. Sometimes travelling F at little extra cost. plus a couple of free add ons to Perth and Darwin.
He is not your usual TA but knows the ins and outs of air travel. i would say even better than RooFlyers TA.
A lot of misinformed mud slinging.
But I would suggest he does add an automatic out of office reply when next he wants a break.

 

[lovestotravel]

But a good TA does more than just book things you can do yourself online, and there were plenty of clues in MR's post that indicated some of those things

Yep, and I've never needed any of those things - I value an out-of-office reply, no attitude, and a reply in less than 4-6 weeks

Perhaps that's the problem?

Out of office message, must be too hard.........

 

[nancypants]

Likely to get lost in the thread but I’m at a bit of a career crossroads and would not be averse to retraining and helping out

 

[SeatBackForward]

Yep, and I've never needed any of those things - I value an out-of-office reply, no attitude, and a reply in less than 4-6 weeks

I'll give one example. I was on a status run SYD>MEL>AKL and then returning the next day AKL>BNE>SYD. I had Intentionally chosen the A330 flight for the AKL>BNE.

As I was boarding in MEL, I was contacted by MR and advised the AKL>BNE flight had been cancelled, and Qantas by default were rebooking me onto another BNE>AKL flight later in the day (or maybe even the next day, I can't recall). Mind you at this time nothing had been received by QF, either by email, or in the app to advise of the cancellation and changes.

MR gave me the option to go with the Qantas offerings, or just to take a direct AKL>SYD flight, and then sent me all the screenshots from the booking system I'd need to raise an email with QF for requesting original routing credits. All taken care of by the travel agent, no extra cost, nothing on my side other than raising the ORC request.

There is definitely value in using a competent TA.

 

[aikman]

The posts are conflicting. So you will either get outstanding customer service or none at all?

 

[RooFlyer]

The amount of free advice and assistance he’s given to AFF members over the years shows his character, and frankly I’m appalled at the mud slinging that’s gone on in this thread. He is one guy and when you are his client you go in to that with your eyes open, it’s not a flight centre business he’s running.

My bold. I'm not sure what that means. That I should go in with my eyes open and expect to not get responses from the TA for weeks on end; no 'out of office' advice, no prior warning, just silence? Not acceptable. I had a similar, but not as drastic experience - on the cusp of booking, grabbing well priced seats - then nothing. No response. I went back to my prior (and now continuing) TA to salvage the booking, although in doing so I had to give up one of the unique valuable things that MR is able to bring to his clients, but not knowing how long MR would not be responding, I had to finish the booking.

I agree he's been generous with his advice on AFF but when you are in a business-client relationship, that's different.

 

[SeatBackForward]

The posts are conflicting. So you will either get outstanding customer service or none at all?

If I'll offer my opinion, you get outstanding service. Perhaps not what might be called "Customer Service" in a typical commercial business arrangement., but once you've understood how things operate, you can make it work very well for you. It's no different to the way you might have a trusted tradesman do work for you, they may not be best at communicating, maybe their timelines are sketchy, but you know that when the job's done it'll be done well, and that's why they're busy and get all their work by word of mouth and referrals.

And in this day and age, when customer service means being rolled into an outsourced scripted phone desk/Ai, I'm happy to not have to deal with that also - looking at you VODAFONE from my latest disappointment. But that's just me personally, others may not agree.

 

[Aussie_flyer]

If I'll offer my opinion, you get outstanding service. Perhaps not what might be called "Customer Service" in a typical commercial business arrangement., but once you've understood how things operate, you can make it work very well for you. It's no different to the way you might have a trusted tradesman do work for you, they may not be best at communicating, maybe their timelines are sketchy, but you know that when the job's done it'll be done well, and that's why they're busy and get all their work by word of mouth and referrals.

And in this day and age, when customer service means being rolled into an outsourced scripted phone desk/Ai, I'm happy to not have to deal with that also - looking at you VODAFONE from my latest disappointment. But that's just me personally, others may not agree.

So you'd be quite satisfied if the OP experience happened to you then?

 

[Quickstatus]

but you know that when the job's done it'll be done well,

Here is the rub. The OP actually did not know that the request wpuld be actioned, as the Provider did not respond to repeated attempts to contact - hence this thread.

The issue is not that MR is highly skilled at what he does - I don't think anyone is disputing that, and likely that is the reason he is busy. The problem is the lack of timely communication.

The best analogy in my field is the surgeon who is technically brilliant but has a terrible bedside manner and/or who does not listen to the patient. Some would put up with that, others won't..

once you've understood how things operate, you can make it work very well for you

Sure, but how would a client know that without the Proprietor actively managing the clients expectations?

 

[Pushka]

Here is the rub. The OP actually did not know that the request wpuld be actioned, as the Provider did not respond to repeated attempts to contact - hence this thread.

It is not that MR is highly skilled at what he does - I don't think anyone is disputing that, and likely that is the reason he is busy. The problem is the lack of timely communication.

The best analogy in my field is the surgeon who is technically brilliant but has a terrible bedside manner and/or who does not listen to the patient. Some would put up with that, others won't..

But at least you know when the surgeon has done his job.

 

[drron]

So you'd be quite satisfied if the OP experience happened to you then?

Yes because I Know it would be actioned before it was necessary.
Sorry but comparing @madrooster to your typical TA for airline flights doesn't make sense to me .

 

[Quickstatus]

But at least you know when the surgeon has done his job.

But then the patient wakes up and in the following days want to speak with the surgeon about the operation and the plan moving forward. The surgeon either does not come or brushes off the patient's question with a "you're fixed, go home"

 

[SeatBackForward]

So you'd be quite satisfied if the OP experience happened to you then?

Given we're not privy to the full circumstances from either side, I can't relate to this exact experience.

But I know in my dealings, that if it's not urgent it may not get answered immediately. I also know that the TA, based on their experience and access to information we simply don't have, that they will take the right course of actions when required. Yes it boils down to trust, but I'm also the type of person who believes having a detailed document of T&C's also isn't the basis for trust as a consumers.

We don't know if this was the first time OP has dealt with MR, perhaps they simply weren't aware that this is how he operates?

 

[SeatBackForward]

Sure, but how would a client know that without the Proprietor actively managing the clients expectations?

From what I understand, MR isn't your typical walk-in travel agent. I know there have been times where he has actually asked not to take on any more clients.

 

[SeatBackForward]

But then the patient wakes up and in the following days want to speak with the surgeon about the operation and the plan moving forward. The surgeon either does not come or brushes off the patient's question with a "you're fixed, go home"

Not an apt analogy, because a post-op consultation would be SOP for a surgeon. The closer analogy here is that the Surgeon has said that a consultation will happen, has not set a date for it yet, and the patient is requesting details on when that will happen.

 

[justinbrett]

My bold. I'm not sure what that means. That I should go in with my eyes open and expect to not get responses from the TA for weeks on end; no 'out of office' advice, no prior warning, just silence? Not acceptable. I had a similar, but not as drastic experience - on the cusp of booking, grabbing well priced seats - then nothing. No response. I went back to my prior (and now continuing) TA to salvage the booking, although in doing so I had to give up one of the unique valuable things that MR is able to bring to his clients, but not knowing how long MR would not be responding, I had to finish the booking.

I agree he's been generous with his advice on AFF but when you are in a business-client relationship, that's different.

You know exactly what I mean, and you have demonstrated exactly that - you have elected that is not the service you are after. That’s fine, but if you did continue to use MR (if he’d take you back as a client) you’d be doing that with your eyes open.

I can only speak from my own experience, I’ve had responses within 24 hours to my emails, even this week.

I just don’t think dragging a fellow AFF member’s professional conduct through the mud is appropriate. We don’t know the reason for MR’s break - he could be going through a difficult personal situation. I’d be surprised if MR returns to AFF after this, and I wouldn’t blame him.

 

[Quickstatus]

MR isn't your typical walk-in travel agent

Sure, but did the Op know that?. It is actually the Provider's job to manage client expectations.

Not an apt analogy, because a post-op consultation would be SOP for a surgeon.

A reasonable expectation but I was referring to the post op visit while the patient is still in hospital.

but I'm also the type of person who believes having a detailed document of T&C's also isn't the basis for trust as a consumers.

Correct. I come back to my premise that the provider's job of managing client expectations is a continual one.

This particular issue is not a travel monitoring service where the TA actively monitors their client travel and jumps on problems in real time.

This is a problem where the issue is one of cancellation/change of travel plans where the travel has not commenced. MR's public response was that it was a lower priority for MR than the higher priority jobs like last second-routings, and because it is not September. Hos is the client supposed to know that and how is that reasonable under any business client relationship.

All of this could have be simply sorted out by a simple email acknowledging the request and a proposed timeline to resolution.

 

[Aussie_flyer]

Yes because I Know it would be actioned before it was necessary.
Sorry but comparing @madrooster to your typical TA for airline flights doesn't make sense to me .

Not buying this argument sorry. I've done that job before (part time home based agent) for many years, I would never treat a customer like this.

But I do think we've basically reached the end of any further meaningful discussion so I'll bow out now.

 

[Pushka]

I can only speak from my own experience, I’ve had responses within 24 hours to my emails, even this week.

Of course. But I have to ask. Were you emails regarding immediate travel or in the next few months kind of issues?

 

[MEL_Traveller]

No one is questioning the TA’s abilities or competence.

What is in question is the lack of communication followed by a lengthy ‘victim blaming’ response. Once the TA raised the conduct and reasonableness of the OP they opened the door and invited similar comment on their own conduct.

I am going on a well deserved break from x until y. As I’ll be overseas the best way to contact me is by email. Rest assured I’ll be monitoring itineraries on a daily basis, including for disruptions. All emails will be triaged and handled according to flight date. If you believe your matter is urgent, please indicate that in the email title. ​

​

That might have solved this entire thread.