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How long would you wait?

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#1 Leelot

Posted 11 February 2013 - 01:22 PM

Last Monday I called a Travel Agent indicating that we were interested in booking flights to Singapore and possibly Hong Kong. I explained our direct QANTAS flights had been cancelled so we wanted to book with Singapore Airlines.

The woman took my information and said she would send me through a quote for airfares and an info on hotels, attractions etc.

At 6pm that night I received the quote for airfares. She said she would send through hotel and attraction info the following morning as she starts at 8am. I replied with a thank you and said I looked forward to hearing from her.

The following day came and went and there was no email. On the Wed afternoon I still had not heard so I sent another email just confirming that I would still like to hear from her with any info so that we could progress the booking.

Thursday came and went with no reply.

On Friday morning at 11.30am I had still had no reply so I called the office. She was on the phone. I left a message asking for her to call me.

No call back. Later that day I called the travel agency again. She answered the phone and when I explained I was concerned she had not been receiving my emails or messages she indicated she had just been 'too busy'.

I said that it was fine. I would call next week (being today). She replied with "Well, I'm free now". By this time I was pretty frustrated and I asked her just to get the information to me so that I could review it with my husband.

She did not do this, but Saturday morning, sent an email apologizing that she was busy. She said email was her preferred method of communication if I wanted to get a faster response.  I replied, giving her further information on what we wanted and asking for her to reply.

Well, surprise surprise. Here we are on Monday with no reply. Not even a - thanks, got your email, flat out, but I'll get back to you.

So my question is... what would you do? would you keep waiting? would you follow up again? would you just go somewhere else?

I am trying to be reasonable and don't want to appear pushy, but I would just like to make a booking.

#2 ComradeBob

Posted 11 February 2013 - 01:27 PM

Go somewhere else. It doesn't take 5 minutes to email to  apologise and say that you've been too busy.

#3 Jacni

Posted 11 February 2013 - 01:27 PM

I'd go elsewhere. Clearly she isn't interested enough to bother actually doing her job. Why reward her with any kind of loyalty? You don't owe her anything.

#4 newmama2010

Posted 11 February 2013 - 01:28 PM

I would never give her my business after such terrible service.
Go elsewhere!  You will find heaps of other travel agents willing to give you quotes.

And I would even complain to head office if it's a travel agency chain.  I think you've been beyond patient!!

#5 emlis22

Posted 11 February 2013 - 01:28 PM

I'm in this situation at the moment. I hate waiting but I also hate being pushy!

Is it possible for you to go in there? I often find that if I go in it's done on the spot.

I'd wait til tomorrow then I would email her again.

#6 Chchgirl

Posted 11 February 2013 - 01:29 PM

I'd go elsewhere..Travel agents are busy but not too busy to leave you hanging for a week..my one would never do this..

#7 premmie_29weeks

Posted 11 February 2013 - 01:31 PM

Go elsewhere no need to put up with service like that

#8 Spa Gonk

Posted 11 February 2013 - 01:31 PM

I would go somewhere else unless you have a particular interest for wanting to book with her.

Imagine if you were in Singapore and there was a problem with the booking that you urgently needed to contact her about.  Who knows when she would get back to you!

#9 GoneWithTheWhinge

Posted 11 February 2013 - 01:36 PM

I'd have gone to a different agent last Thursday as it was obvious they didn't want your business or value your custom by not sending through the quotes even when reminded.

I would also write to head office (if there was one) and highlight the poor service I had received. No excuse for sloppy responses in a customer service role. Seems very rude and disrespectful to customers.

#10 JustBeige

Posted 11 February 2013 - 01:38 PM

QUOTE (newmama2010 @ 11/02/2013, 02:28 PM) <{POST_SNAPBACK}>
I would never give her my business after such terrible service.
Go elsewhere!  You will find heaps of other travel agents willing to give you quotes.

And I would even complain to head office if it's a travel agency chain.  I think you've been beyond patient!!

exactly this.

actually I would have done it after the "Im busy" brush off.

#11 Leelot

Posted 11 February 2013 - 01:46 PM

Ok good. I thought perhaps I was just being sensitive about it.  I had planned to give her until tomorrow and then was going to go in and see another agency if she had not replied.  I think I will just do that anyway.

#12 Lagom

Posted 11 February 2013 - 01:51 PM

I'd go elsewhere.  I needed a quote for flights and accommodation for an OS holiday (for 10 people so it's not like it was a small quote) a few months back and I went into 'well known chain' and got 'I'll give you a call'  I also popped into another TA who went through everything and gave me a quote on the spot.  I never received a call back from the first guy even though I sent a follow up email.  
Their loss as I immediately booked and paid up front for my holiday with the other agent.
My 'new' TA is awesome.  Friendly, fast and on the ball.  I feel like if anything goes wrong when I'm away she'll be able to fix it lickety split - who knows what would happen with the other dude!  
Go elsewhere OP.

Edit for weird double post!

Edited by amabanana, 11 February 2013 - 01:51 PM.

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