Am I expecting too much? How knowledgeable is your TA?

[Nettee]

Having spoken to three different travel agents over a period of time I have not been very impressed with their levels of knowledge. I know it is a big industry out there but this is their job every day surely. If I can find out with a modest level of interest about the upgrade dates for the ships, the family cabin arrangements and the facilities on board the different classes - shouldn't all this be second nature to the TA's?

 

Would you expect a TA to know for example, off the top of their heads:

 

The cabin arrangements on Quantum class for families of 5 or more?

Which ships have a nursery?

The fact that all RCCL ships have a rock climbing wall?

The fact that Adventure has not yet been put on sale for summer 2015 in Europe?

 

Maybe I am being hard on them and after all they can find it all out by phoning the cruise line......

 

Any thoughts?

[hairymelon]

Personally, I would be very surprised if TAs knew that level of information on every single holiday they deal with, as they probably cover thousands of different companies, lines, etc. They are quite specific questions that could be found out quite quickly by either phoning the company or googling. :)

[champagne123]

Honestly? This is all research that I would do on my own. I would never rely on a third party to have every correct answer for every cruise ship on the sea.

 

The RCCL website has all of this info....

I always book via the website and if I have any questions, I just call the RCCL 800 number.

[Nettee]

Ok - thank you. My expectations are too high! Maybe I will go back to the first one in that case.

[Yillup]

You do seem to be asking a lot if you expect a travel agent to have an encyclopaedic knowledge of all the things you mentioned. You have a vested interest in those specific details and because they are important to you, you feel they should be known. They on the other hand would need to have a detailed photographic memory in order to keep track of all the information anyone coming into the agency might possibly need. Even if they are a cruise specialist, they would need to have information not just about rock walls and nurseries, but about specialty restaurants, dining times on each ship, configurations of disabled rooms, check in processes for disabled passengers, smoking policies, alcohol policies, information about drinks packages, pool and hot tub information, spa services, ATMs, deposits, loyalty programmes, included toiletries in the room, television channels, food provided for dietary restrictions, gym services, etc. etc. etc. and that's just for ONE ship or one line. Multiply that by the number of cruise providers there are, the dozens of different ships per line, and the variations between different ships in the same class. It's impossible! Add in that most travel agents aren't cruise specialists and book holidays for people doing all kinds of things, and yes, you certainly are asking too much.

 

Now, if you had a travel agent who was not willing to look things up for you, then that is a problem. But if they don't have precise details about minuscule things that are of interest to you specifically, I'd cut them a little slack... Lol

 

 

Sent from my iPad using Forums mobile app

[megr1125]

Every TA knowing every minute detail about every ship on every line? Or even on line? And on a ship that has not even been completed? No.

 

Will some have this all in their heads...sure..BUT is the info available easily...yes...to the client and agent...

 

Not all agents do it full time either...those who do will not necessarily know more than those who do not.

 

A lot of agents have 2 jobs too..one to actually pay bills and one they love...aside from training, etc they need to do....

 

Should a client expect a friendly, knowledgable agent? Yes...but one with a photographic memory...no. Yes your expectations are too high.

 

If you got "I dunnos" you are not wrong to be frustrated...but if you got "let me get some details together for you and get back to you.." then you should allow that person to get you the info...

 

Sent from my Galaxy S3, somewhere in the galaxy

[Nettee]

I do see your point and in fact I find it frustrating that as a family of 5 I can't just book online myself but have to go through a third party. But when I very first phoned up last year, not yet having discovered cruise critic or all the places that the lines post news and updates childcare was very high on my list when choosing a cruise line. I would have thought that the agent should have known that Royal Caribbean had brought in nurseries to some of their ships and then should could have told me that and found out which ones.

 

She suggested some itineraries based on cabin arrangements which I hadn't known about so that was helpful but then I went away and found out about the nurseries myself by stumbling across the information somewhere on the internet - it wasn't yet on the RCCL website I don't think - Maybe they also need to work harder to keep their information up to date in easily accessible places!

[megr1125]

Cabins for 5 must be called in...even by agents..as they are at a premium and Royal wants to be sure the minimum occupancy is met....there are other things that must be called in...things that many agents are capable of doing if they had access...but again...some are not capable and some would screw it up..

 

 

As for RCI updating stuff...oh boy..don't even get me fired up on that one...heck their cabin pix were old...very old...a lot of their ship specific materials have images of the wrong ship....

 

see....I told ya...dont get me started...I havent even had coffee yet..:eek::D

 

Sent from my Galaxy S3, somewhere in the galaxy

Edited March 18, 2014 by megr1125

[champagne123]

I do see your point and in fact I find it frustrating that as a family of 5 I can't just book online myself but have to go through a third party. But when I very first phoned up last year, not yet having discovered cruise critic or all the places that the lines post news and updates childcare was very high on my list when choosing a cruise line. I would have thought that the agent should have known that Royal Caribbean had brought in nurseries to some of their ships and then should could have told me that and found out which ones.

 

She suggested some itineraries based on cabin arrangements which I hadn't known about so that was helpful but then I went away and found out about the nurseries myself by stumbling across the information somewhere on the internet - it wasn't yet on the RCCL website I don't think - Maybe they also need to work harder to keep their information up to date in easily accessible places!

 

Again....why are you not calling the RCCL 800 number? They will answer any questions you may have...and if they do not know the answer, they will look it up if you are having difficulties looking it up yourself. You also state you cannot book it online yourself ...so RCCL will book it for you. I am simply not understanding..sorry. Go directly to the horse...not a third party. :o

Edited March 18, 2014 by champagne123
xxx

[Nettee]

Cabins for 5 must be called in...even by agents..as they are at a premium and Royal wants to be sure the minimum occupancy is met....there are other things that must be called in...things that many agents are capable of doing if they had access...but again...some are not capable and some would screw it up..

 

Sent from my Galaxy S3, somewhere in the galaxy

 

Yes, that is the case, hence the need for me to use an agent - or do you think I could call Royal Caribbean directly myself?

 

Also this is surely another reason why travel agents should be quite hot on the cabins for 5 or more because they are needed when it comes to booking them???

[Nettee]

Again....why are you not calling the RCCL 800 number? They will answer any questions you may have...and if they do not know the answer, they will look it up if you are having difficulties looking it up yourself. You also state you cannot book it online yourself ...so RCCL will book it for you. I am simply not understanding..sorry. Go directly to the horse...not a third party. :o

 

Aha - perhaps this is my answer! Just as long as I have decided that this is definitely the cruise line for me - cut out the middle man.

[champagne123]

Aha - perhaps this is my answer! Just as long as I have decided that this is definitely the cruise line for me - cut out the middle man.

 

Nettee...you do not have to commit yourself. Call...ask all of your questions and tell them you will get back to them if you are still not sure.

The RCCL operators are very good and very knowledgeable. They will be more than happy to help you....GOOD LUCK IN YOUR VENTURE. :)

[Nettee]

 

As for RCI updating stuff...oh boy..don't even get me fired up on that one...heck their cabin pix were old...very old...a lot of their ship specific materials have images of the wrong ship....

 

see....I told ya...dont get me started...I havent even had coffee yet..:eek::D

 

Sent from my Galaxy S3, somewhere in the galaxy

 

:D Where is a "like" button when I need it!

[PattyG12]

Again....why are you not calling the RCCL 800 number? They will answer any questions you may have...and if they do not know the answer, they will look it up if you are having difficulties looking it up yourself. You also state you cannot book it online yourself ...so RCCL will book it for you. I am simply not understanding..sorry. Go directly to the horse...not a third party. :o

 

I can't imagine having to call RCCL to book something. I'd go DIRECTLY to my TA and not the "horse" .... since depending on which horse you speak to, you might get a different answer. OP, I also would have come here for the most complete information.

[megr1125]

Either book direct with Royal or call an agent. Good ones..as opposed to big "order takers" will work with you...they will ask questions and assist you in choosing ..

 

you could consider 2 cabins as well..depending on budget, ages of guests etc...sometimes it is cheaper..

 

an agent is not a middle man..they are your advocate...the person who cuts through the crap and knows where to go to find answers...oh and..ACCURATE ship photos...lol

 

Sent from my Galaxy S3, somewhere in the galaxy

[megr1125]

I can't imagine having to call RCCL to book something. I'd go DIRECTLY to my TA and not the "horse" .... since depending on which horse you speak to, you might get a different answer. OP, I also would have come here for the most complete information.

 

not to mention the "short" 60+ minute hold times..lol:rolleyes::eek::

 

Sent from my Galaxy S3, somewhere in the galaxy

[goodycruising]

I got annoyed when we tried to shop local and went to a TA. We knew when we wanted to sail, and had some rough idea of price as we had checked online. It was fairly short notice maybe, only a few weeks out. Then the TA did a quick tap, tap, tap on the computer and told us nothing was available. WHAT!!!! Maybe we didn't look like the kind of people to spend over $5000 or something. Anyhow, we did go with an online TA that time as they had everything available on their site and as we were just a cabin of 2 it was a pretty basic booking.

 

So when you ask what a TA should know, my answer is: well they should know the way to check a company's website! We didn't argue the point at the time as we thought maybe the remaining cabins had been sold in the last 12 hours. Then when we got home we were amazed.

 

Some people have fantastic TAs and that is heartening to hear. There are probably some better ones close by, but now we are happy to book direct, and the amount you can find out on sites like these is so helpful.

[cdamion]

OP: I agree with you.

 

I have high expectations of TA's. No, they can't know about every vendor, but I do expect a certain level of knowledge from TA's that specialize in cruises. Yes, there are many cruise lines, but I would expect a TA that specializes in cruises to have an in depth knowledge of the main cruise lines in the US.

 

I stick with agents that have received the highest rating for lines: Commodore for Princess, I forget what it is called for RCI and NCL they are expected to have in depth knowledge and keep up the training for their designations.

[DrD]

This forum is a much better source for that kind of information.

 

For example searching "nursery", titles only, RCCL, show threads, gives you:

 

http://boards.cruisecritic.com/search.php?searchid=49004245

Edited March 18, 2014 by DrD

[megr1125]

OP: I agree with you.

 

I have high expectations of TA's. No, they can't know about every vendor, but I do expect a certain level of knowledge from TA's that specialize in cruises. Yes, there are many cruise lines, but I would expect a TA that specializes in cruises to have an in depth knowledge of the main cruise lines in the US.

 

I stick with agents that have received the highest rating for lines: Commodore for Princess, I forget what it is called for RCI and NCL they are expected to have in depth knowledge and keep up the training for their designations.

 

 

Royal -Expert Plus

NCL - Norwegian Specialist/Freestyle Certified...

 

Choosing one who has achieved ACC (Accredited Cruise Counsellor) or higher (MCC Master, etc) with CLIA - Cruise Lines Int'l Association is also a good idea.

 

Those who achieve status have booked many cruises, done lots of training, ship inspections and personal cruising....

 

You can google CLIA's website and find lots of info there....

[spookwife]

Having spoken to three different travel agents over a period of time I have not been very impressed with their levels of knowledge. I know it is a big industry out there but this is their job every day surely. If I can find out with a modest level of interest about the upgrade dates for the ships, the family cabin arrangements and the facilities on board the different classes - shouldn't all this be second nature to the TA's?

 

Would you expect a TA to know for example, off the top of their heads:

 

The cabin arrangements on Quantum class for families of 5 or more?

Which ships have a nursery?

The fact that all RCCL ships have a rock climbing wall?

The fact that Adventure has not yet been put on sale for summer 2015 in Europe?

 

Maybe I am being hard on them and after all they can find it all out by phoning the cruise line......

 

Any thoughts?

 

 

nope way too many ships out there and it would be IMPOSSIBLE to keep all of the little details straight. furthermore TAs don't just do cruises, nor do they just do one line.

 

off the top of their heads is EXTREMELY unrealistic.

[hansolosmom]

Royal -Expert Plus

NCL - Norwegian Specialist/Freestyle Certified...

 

Choosing one who has achieved ACC (Accredited Cruise Counsellor) or higher (MCC Master, etc) with CLIA - Cruise Lines Int'l Association is also a good idea.

 

Those who achieve status have booked many cruises, done lots of training, ship inspections and personal cruising....

 

You can google CLIA's website and find lots of info there....

 

I have to say you still need to check around within the agency. I've used a large internet Cru ise specific agency & talked with some of their RC experts. The one guy kept telling me I had an awesome aft balcony which was so much larger because it was at the back of the ship & I'm looking at the deck plan saying yes it's aft but it wasn't one at the back of the ship it was just aft of the elevators & therefore considered in an aft location. I then told him which cabin I wanted which truly was an aft balcony.

[ehfl]

Having spoken to three different travel agents over a period of time I have not been very impressed with their levels of knowledge. I know it is a big industry out there but this is their job every day surely. If I can find out with a modest level of interest about the upgrade dates for the ships, the family cabin arrangements and the facilities on board the different classes - shouldn't all this be second nature to the TA's?

 

Would you expect a TA to know for example, off the top of their heads:

 

The cabin arrangements on Quantum class for families of 5 or more?

Which ships have a nursery?

The fact that all RCCL ships have a rock climbing wall?

The fact that Adventure has not yet been put on sale for summer 2015 in Europe?

 

Maybe I am being hard on them and after all they can find it all out by phoning the cruise line......

 

Any thoughts?

 

I would not expect a call center operator to be able to answer all these questions. It's much quicker to just look this stuff up online, and book your cruise online. You can call the cruise line if you need to, but the average call center operator has as much education in cruise lines, as the clerk at the electronics section of Walmart has education in computer programming. Yes, you can buy a computer at Walmart, but you're going to have to do the research yourself. You can use a TA if you want, but you still need to do the research yourself.

[summersigh]

Honestly? This is all research that I would do on my own. I would never rely on a third party to have every correct answer for every cruise ship on the sea.

The RCCL website has all of this info....

 

I feel the same way.

Before I go to my TA, I research, on the internet, those cruises I'm interested in booking. If we haven't sailed a line before, I read most of the FAQ's on the cruise line's web site.

In fact, I find on the CC boards that probably 1/2 of the questions asked are explained in the line's FAQ's or the description of the individual ship. (that comment applies to all 4 of the lines we've cruised and their CC threads :) )

[Booking It]

If you are calling a TA that advertises that they specialize in cruises, I would expect them to be able to answer MOST of your questions without having to look anything up.

 

I think of it this way... I am a school librarian with 25,000+ books in my library. If somebody makes a request that they want books on, say, overcoming obstacles... I'd better be able to walk over to the shelves and grab at least 10 different books without needing to look anything up. It's my job to know my collection back and forth because I've read so many books, made book lists, etc... I feel confident that I can recommend any title on any subject that somebody comes up with. That comes with my knowledge and experience in children's literature.

 

I would expect a TA who advertises that they deal with cruises to know the ships on at least the major lines like the back of their hand. I'm just a traveler who has only been on 5 cruises, and I know the ins and the outs of all of the Royal Caribbean ships as well as Norwegian Cruise Line. If I was a TA who dealt specifically with cruises, I'd be darn sure that I knew the same for all of the lines.

 

If a TA doesn't advertise that they are a cruise specialist, I wouldn't even contact them.