Side note to this conversation. I've used DU for our last cruise and this current one. (5th/6th)I too felt our first agent was a bit hard to reach, especially since I hardly had to contact her(no flights to book or hotels or transfers etc).
John was able to get me switched to a new agent before I made a deposit and it was a simple quick fix.
Here is my question/gripe though, and I have noticed this with both my agents through this agency. Although I really, for the most part only use an agent for the OBC-I can do the rest by myself for the most part, I do feel like there should be a certain amount of unsolicited communications to me, from the agent that doesn't involve copy and pasted information-they do after all make a commission off of my vacation (don't they?).
Neither of my agents seemed to acknowledge that I was a return cruiser, often answering questions as if I'd never cruised before. Not a big deal, except, when I do have a question they are generally pretty specific and require a knowledgeable answer not a copy and paste from the FAQ section of
DCL.
No emails to see if I had questions etc, or if my luggage tags arrived etc.
Nothing telling me when our GTY assignment came though(on
Dreams Unlimited it still shows no room #, but we were assigned one), or the fact that there was a glitch in the system saying I was paid in full on the DCL website (I told her about that) when I was not-this could have been problematic for a first timer.
The only emails I have received where I didn't ask a question were those telling me about new sailing dates and increases in tips, the typical copy and paste DCL emails.
To me, it should mean something when you have clients that don't make you jump through hoops. If you haven't heard from a client in a month or two, check in
I want to book a placeholder this cruise and in all honesty I'm a bit torn what to do with the travel agent part of it now, because this is something that is NEW to us.
The agents we used in the past were with AAA (online agents as well-not at my local office)back when they offered OBC deals with DCL, and I got emails often, just checking in to see how planning was going, asking if I needed help or had questions, and checking in AFTER to see how my cruises went. (And not too many either, not invasive, just enough that I knew my agent was there and was aware of my reservation) I haven't had anything close to that with Dreams Unlimited.
So thats it. Just thought I'd share my view of my experience as of late. Not completely dissatisfied but service could be a bit bette and more personal.
I've read folks RAVE about their agents through DU and I have to wonder what is going on that makes them feel that way.
By the way, I am NOT slamming DU. Just giving an example of my experiences with them.