Travel agent gone AWOL

[mrsterryn]

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.

Actually I can to a degree confirm this. I tried on a few occasions to utilise MR services but was unsuccessful. I had assumed due to the lack of response they were extreme busy and not requiring more work

 

[SeatBackForward]

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

I agree, it's now entering the realms of pure conjecture, so time to end for me too.

 

[lovestotravel]

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.

A competent one, would be one that can reply faster than 4-6 weeks, can use an out of office message, IF actually on some sort of holiday and say sorry instead of belittling the person who simply wanted answers.

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.

My TA also doesn't take on new clients unless by referral and only high-spend clients.

I still get great service from him, except for the odd follow up request..

 

[justinbrett]

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

They were somewhat time sensitive, adding seats to a OWA (he’s my nominated P1 agent so can request seat releases for me).

In terms of ticketing or processing a cancellation, I’ve never expected that to be actioned immediately, because I understand that MR knows the deadlines. It’s very much a “trust the process” situation. It seems his regular clients get this but it’s definitely not for everyone.

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.

He hasn’t been taking on new clients for a while - I asked if he’d take a friend on back in May but he had to decline.

 

[Pushka]

They were somewhat time sensitive, adding seats to a OWA (he’s my nominated P1 agent so can request seat releases for me).

In terms of ticketing or processing a cancellation, I’ve never expected that to be actioned immediately, because I understand that MR knows the deadlines. It’s very much a “trust the process” situation. It seems his regular clients get this but it’s definitely not for everyone.



He hasn’t been taking on new clients for a while - I asked if he’d take a friend on back in May but he had to decline.

Thanks for clarifiying. I guess when I make the decision to cancel I'd like it to happen in a short period of time (maybe a week) and then know I can make any alternate arrangements. I don't think I'd cope with the 'trust the process' timeline. Because as a customer I have no visibility on what that actually looks like. I guess it's to do with risk profiles too. I'm a minimalist risk taker.

All of which boils down to communication I guess.

 

[aspro2]

A fundamental problem in the ongoing discussion is the substantial disconnect between:

1. I've used MR and know he's good and am willing to tolerate quirks or have not had the misfortune to be exposed to the quirks.
vs
2. A new/newish/nervous/conventional customer has no way of knowing that dealing with MR requires an unconventional commercial relationship, and the ability to read minds. And that thereafter the customer might end up in group (1). Or not.

 

[Mr_Tee]

The OP has clearly indicated in this thread that their travel is not until late September (and even later than that). Cancelling and refunding is not an urgent issue that needs to be addressed right now on the spot if there's other passengers that I have assessed to require more urgent attention.

A fundamental problem in the ongoing discussion is the substantial disconnect between:

1. I've used MR and know he's good and am willing to tolerate quirks or have not had the misfortune to be exposed to the quirks.
vs
2. A new/newish/nervous/conventional customer has no way of knowing that dealing with MR requires an unconventional commercial relationship, and the ability to read minds. And that thereafter the customer might end up in group (1). Or not.

....and not to mention the undocumented and unspoken requirement that a client is to leave decision making as to whether the refund should be addressed now/when requested by the client, or at some undetermined and uncommunicated date in the future, to the sole discretion of the TA.

What if the OP needed the money to be refunded for something else?

 

[justinbrett]

What if the OP needed the money to be refunded for something else?

Email
Subject: Urgent cancellation for [PNR] and refund due [reason]

MR is checking his emails daily. My emails have been actioned. It might take an extra 30 seconds to label the email properly but help MR prioritise it duly.

Spamming email and phone is not going to help the situation.

 

[freqflyer77]

I don't know either party involved & I've found the discussion, drama and different perspectives interesting to read.

Now that it's been resolved though, perhaps it's time for the admins to lock the thread.

At the end of the day, it's someone's business, and we all make errors of judgement at work... they're just not usually discussed & dissected on an internet forum.

 

[RooFlyer]

Now that it's been resolved though,

Has it?

At the end of the day, it's someone's business, and we all make errors of judgement at work... they're just not usually discussed on an internet forum.

Well, I think they are, quite often (pilot errors, CEO errors etc etc), and this one is relevant to AFF. But when confirmed by the OP as resolved, by all means end the thread.

 

[MEL_Traveller]

Email
Subject: Urgent cancellation for [PNR] and refund due [reason]

MR is checking his emails daily. My emails have been actioned. It might take an extra 30 seconds to label the email properly but help MR prioritise it duly.

Spamming email and phone is not going to help the situation.

Unfortunately the OP knew none of that, because they weren’t told.

As far as the OP knew the TA had gone AWOL - title of the thread. With bookings unable to be actioned, ticket numbers not provided, and funds in limbo.

 

[justinbrett]

Has it?



Well, I think they are, quite often (pilot errors, CEO errors etc etc), and this one is relevant to AFF. But when confirmed by the OP as resolved, by all means end the thread.

Are you serious?

Commentary on publicly available news stories is completely different to an active AFF member’s business, even if that business is travel related.

MR doesn’t owe the thread a resolution (or even a response), the matter is between him and OP and best done in direct communications

This thread has crossed the line IMO because it has gone beyond helpful constructive advice to resolve the situation to subjective commentary on MR’s business practices.

 

[Mr_Tee]

Are you serious?

Commentary on publicly available news stories is completely different to an active AFF member’s business, even if that business is travel related.

MR doesn’t owe the thread a resolution (or even a response), the matter is between him and OP and best done in direct communications

This thread has crossed the line IMO because it has gone beyond helpful constructive advice to resolve the situation to subjective commentary on MR’s business practices.

You must have a real issue with online review sites of businesses then - Google Reviews, Yelp, ProductReview....the list goes on.

 

[CaptJCool]

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?

Agree with you

Used different TAs for 2 different trips and got a similar runaround

However, constant calling I did not do as the point of using a TA is “they know stuff I don’t” and if I could do it myself, I would. One is paying for their expertise and thus one needs to assure themselves of their capability and be more appreciative of what the TA is facing in regards to managing a clients listing AND time pressures of handing today’s and this upcoming weeks flights plus future bookings.

There’s always DIY

 

[Mr_Tee]

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?

We do know the answer to this quite clearly. The first line of the OP's first post on the matter states it very clearly.....

I have been using Alan Lan at Newave Travel since COVID, but he has been increasingly hard to contact with no response to telephone calls, texts or emails since 6.6.26.

I mean, really......

 

[Happy Dude]

I'm not sure what that means.

I think it means the OP was not "match fit".

 

[justinbrett]

You must have a real issue with online review sites of businesses then - Google Reviews, Yelp, ProductReview....the list goes on.

I don’t see how that’s relevant.

Those review sites only allow reviews from customers, you can’t just go ranting without being a customer - business can and do get these removed.

In any case AFF is a closed moderated community with a TOS.

 

[Mr_Tee]

I don’t see how that’s relevant.

Those review sites only allow reviews from customers, you can’t just go ranting without being a customer - business can and do get these removed.

In any case AFF is a closed moderated community with a TOS.

You might want to fact check some of your claims there.

 

[RooFlyer]

Are you serious?

Yes check the context.

MR doesn’t owe the thread a resolution (or even a response), the matter is between him and OP and best done in direct communications

I believe 'direct communications' were attempted (many times), without response. Hence the thread and appeal for help. Hopefully its worked, in the background. If the OP goes quiet, that's a good sign.

 

[Quickstatus]

OK, I'm assuming we reached the finish line
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The more general question:
what are the industry protections for clients of a TA?. Could some one summarise please?