Came to agency in December 2016 through internet promotion for Alaska Cruise. Booked cruise in December 2016 for June 2017 sailing. Asked agent if needed to book with Amex for promotion. Told it didn't matter. Used MC to book. Saw that promotion was not awarded on our reservation, contacted agent who said I was right and needed to use Amex. Refunded MC, booked on Amex.
March 25, at 7:31pm, I received an email from Maurice Dongar that I need to contact him to pay the remainder of the cruise. As it was a Saturday night and I was traveling for work. By Sunday morning,, March 26th, 5 hours after the email, I awoke to find an email from Royal Caribbean from 12:01am that my cruise to Alaska had been cancelled and all the excursions I had booked were canceled as well. I had spent countless hours and thousands of dollars on flights, excursions and bookings for 5 people for our Alaska cruise this June.
I cannot tell you the panic and horror that I faced. I had a presentation to make at 8:30am and this is what I faced. I forwarded the information to my husband who had to find a neighbor to watch our young children while he was on the phone for 2.5 hours trying to rebook our cruise. It was as if we had to start all over from scratch. First, the room for 5 people was taken and we were given a different room for 4. However, we have 5, including young children.
Maurice was able to secure the original room for a higher price. Thus we are paying more for the same thing and not getting the promotions from the original reservation. He was not apologetic at all and expressed zero remorse that he had ruined our vacation and eliminated the hours of work and bookings we had done on our excursions. He was not helpful at all and never apologized once. When he secured the room he used our MC that he had on file.
So I am in Atlanta at a work conference panicking, my husband is on the phone with Royal Caribbean panicking and Maurice could care less that he cancelled our once in a lifetime vacation.
I put this blame solely on Avoya. What type of company sends customers to individuals like? Does Avoya have no type of screening process for their agents? Do you care at all about customer satisfaction? Today was a horrible day and for no reason at all.
Why would your agent tell me on a Saturday night 3 hours before the deadline that our payment is due? Thank goodness that I check email on the weekends, many people do not. His email expressed no urgency. If it was hours away from being cancelled, don't you think he should have stated that in the email or called my cell phone number.
This completely irresponsible act is incomprehensible. A travel agent's only job is to secure bookings for their clients.
Now, 3 weeks before sailing, I check our reservation and the promotion is not included. I am told that it is because they charged the remainder on the MC and not Amex. Customer Service, Greg, does not care and said it is my fault for not remembering to use Amex. They refuse to honor the promotion they were advertising.
Loss of approximately $1000 in cruise promotions and hours upon hours of time. Stay away from this company.