poor travel agency

How to Get a Refund from or Complain to Any Travel Company: Which Government Agency Oversees What

By William J. McGee

February 27, 2024

Whether it’s a bankrupt cruise line, a canceled flight, a missing car rental reservation, or a hotel “walking” you due to overbookings, there are times when you need to complain to a higher authority.

But just who are those authorities in the U.S. travel industry? Well… it’s complicated.

The most important thing to do is always book travel with a credit card (rather than check, cash, or money transfer). In the case of a cancellation or shutdown, paying with a credit card gives you the right to invoke The Fair Credit Billing Act , overseen by the Federal Trade Commission (FTC). It ensures you are entitled to credit refunds for products that “weren’t delivered as agreed,” no matter where the company that charged you is based. 

Which government agency oversees travel companies?

Complaints about cruise lines

Recourse can be challenging when you’re dealing with cruises, since nearly all the largest lines are flagged and headquartered outside the United States. The February 2024 bankruptcy of American Queen Voyages (AQV) was a rarity in that it was an American company, and information on its shutdown—including details about filing for refunds—can be found on AQV’s site . 

The Federal Maritime Commission (FMC) weighed in on AQV’s bankruptcy, suggesting consumers file claims with their card issuers. 

As for complaints against the vast majority of cruise lines embarking from U.S. ports, the FMC states: “There is no federal government agency that regulates cruise customer service issues (e.g., itinerary changes, passenger cancellations, cabin concerns, etc.). Moreover, the Commission has limited jurisdiction over cruise lines…in the U.S.”

So you can see why it's so important to pay for cruises with a credit card, because that leaves passengers with recourse from their own credit card issuer.

FMC’s site offers advice on how to pursue complaints .

In addition, the U.S. State Department offers advice for U.S. citizens traveling on cruise ships in international waters.

Complaints about airlines

After 20-plus years as an airline passenger advocate, I can’t tell you how many times I’ve heard disgruntled flyers threaten to sue their carrier. 

Good luck with that. I wrote here about the failures of airline deregulation , and one of those failures is a legal loophole known as federal preemption . Simply put, it means that state legislatures, state attorneys general, and even state courts have virtually no authority over airlines, so your rights are greatly curtailed.

However, even loopholes have loopholes. You can still file suit against domestic airlines in small claims court. The dollar limits vary by state (free legal advice website Nolo maintains a list of every state's maximum dollar amount ) and range from $2,500 (Kentucky) to $25,000 (Delaware and Tennessee). 

Regardless of where you live, as long as your flight started or ended on land controlled by the United States, you can also file complaints with the U.S. Department of Transportation online, by phone, or by mail. DOT processes complaints for consumer, disability, and discrimination issues. 

On the same page , the DOT also provides links for filing safety complaints via the Federal Aviation Administration and security complaints via the Transportation Security Administration.  

Complaints about car rentals

The FTC offers advice on renting a car, as well as tips on charges, fees, and coverage options. Consumers who encounter problems with rental firms can file complaints with the FTC’s office that processes reports on “ fraud, scams, and bad business practices .”

Additionally, filing a rental complaint with a state attorney general can be very effective. A good place to start is National Association of Attorneys General, which has a map, including contact information for where to start in every state.

In fact, some states, such as New York, offer detailed advice and details  of their own on consumer protections.

Complaints about hotels and vacation rentals

The advice for addressing problems and complaints related to accommodations is similar to troubleshooting car rental issues.

USA.gov has its own list of whom to engage for complaints about travel, and it also recommends contacting state consumer protection offices ( it even tells you whom to write ) and the FTC.

The FTC also offers specific advice on vacation rental scams , which are now widespread.

Getting help for general problems

For bankruptcy filings

When U.S.-based companies file bankruptcy, either as Chapter 11 reorganizations or Chapter 7 liquidations, consumers have rights to claims . But you may wind up in line behind many other creditors.

You can keep abreast of developments if the travel company maintains a website. If it doesn’t, you’ll need to file claims through the court.

But what happens if your foreign airline or travel supplier (one that isn’t based in the United States) goes bankrupt? Obviously, laws vary by nation, as the DOT states : “Other countries may have bankruptcy laws that apply to foreign carriers and foreign ticket agents.”  

As for the U.S. State Department, the agency details what it can and cannot do for you in a crisis .

Unfortunately, in many cases Americans are exempt from foreign protections for shutdowns, such as in the U.K. and European Union. 

Not surprisingly, travel insurance companies advise you to purchase policies as added protection in such cases. If you do buy travel insurance, it’s wise to buy it from a third party and not from the company that sold you the travel product to begin with. Here's a list of reputable insurance providers , including a few marketplace websites where multiple insurers vie to sell you policies in one place.

For complaints that don’t involve legal filings

While it is not a government agency, the Better Business Bureau (BBB) may still assist you in resolving disputes and allows you to alert others about bad corporate behavior. Companies don’t like it when they’re given a bad rating by the BBB, so they may be willing so work with you to avoid it. Ratings cover a broad variety of travel companies and are sorted by the location of the business.

Remember that it always makes sense to file detailed claims directly with your travel company either before or while you also contact government agencies. 

Also remember that some travel companies, particularly hotels and car renters, may be franchisees of larger brands, so make sure to send copies of your complaint to their corporate headquarters.

And keep good records! Along with using a credit card—it’s the first rule of paying for travel products—this can be crucial to getting your money back. Your claims and complaints will have much more power if you include dates, times, names, and other pertinent details, such as flight numbers, room numbers, berths, vehicle descriptions, and so on. Photographs may help, too.

William J. McGee is the Senior Fellow for Aviation & Travel at American Economic Liberties Project. An FAA-licensed aircraft dispatcher, he spent seven years in airline flight operations management and was Editor-in-Chief of Consumer Reports Travel Letter . He is the author of Attention All Passengers and teaches at Vaughn College of Aeronautics. There is more at www.economicliberties.us/william-mcgee/ .

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Travel Complaints and Travel Refunds

Never make a scene at the customer desk.

Mark Kahler

It isn't our favorite aspect of budget travel, but there are times when we must make a travel complaint.

The majority of interactions between traveler and agent go the way of what you see pictured here -- professional courtesy and efficiency.

But when things go poorly, travel complaints often have a sense of urgency attached: you need to get on the next plane out of town or you need that hotel room you were promised. Under stress, many of us raise our voices and quickly lose patience when we sense someone is less concerned about our problem than we would prefer.

No one is suggesting you become a "pushover" and allow the system to trample you. But make your points with a calm politeness rather than a shrill, demanding tone. Ask for a manager. Be clear about what you think would resolve the situation on the spot. If you need a free room or a refund, ask for it. Don't wait for it to be offered.

Remember that whatever an employee tells you does not need to be the last word. But if they can say truthfully that you were loud, rude or even threatening, you might face even more trouble. At the very least, human nature kicks in and the person on the other side of the counter decides there is no reason to help you.

Save Every Document, No Matter How Small

The picture above shows counterfeit rail tickets. If you want to prove you were ripped off, you'll need to show that ticket. But look how small they are -- easily lost in your luggage or among larger travel documents.

It is important to save all the paperwork from the transaction(s) in question. If someone at a complaint desk takes that documentation from you, get their name and job title, and ask if they can make a copy of whatever you're surrendering to them.

Another tip: save receipts from meals or lodging you had to purchase because of your travel problem. You'll need these things to document your losses. They not only show how much extra money spent, but also verify your time line. With all of your paperwork, you are ready to contact the company.

Don't Plead Your Case to the Wrong Department

When you're dealing with multinational companies or government consumer bureaus, it's easy to get lost. There is a natural tendency to unburden yourself of the sad story, but don't waste time and energy telling it to someone who can't help you.

Ask for the specific person(s) responsible for addressing customer complaints. Search for the contract of carriage in your ticket or make a few calls before you spill your troubles.

Resource: Airline phone and web site directory.

Take Detailed Notes

At first glance, this seems like painfully obvious advice. But logic fails us when we're in a difficult situation and perhaps holding back anger or battling fatigue.

You'll need details when you make a formal complaint. Save every correspondence with the company, and take notes while on the phone. Ask the name of each person with whom you speak, and keep a log of your contacts by date and time, including what they promised you or how they treated you. Use the same firm but friendly resolve that you attempted at the ticket counter. Continue as long as there appears to be a possibility of resolution.

As with a travel journal, it pays to write down the details right away, as many are quickly forgotten within a few hours.

Travel Complaints against Airlines

An airline ticket is really a contract between you and the company that they will transport you to a certain place at a certain time. The more formal name is "contracts of carriage." You won't be surprised that much of this information is in very fine print, but pull out some magnification and read it. It is important to know what the airline has promised (or failed to promise) before you go forward with a formal complaint.

If you don't have a ticket handy, go online to the airline's web site. For example, Delta Airlines contract of carriage information is plainly displayed. It's a simple matter of performing a search for it.

Exhaust Internal Appeals Before Going to an Outside Agency

When an airline experiences system-wide problems, you can bet there are hundreds of consumers in your predicament. There is bound to be an internal appeals process in place that will deal with your concerns, or at least attempt to do so.

But there are times when you are butting your head against a stone wall. No one you've contacted will help resolve your problem, despite repeated attempts.

Complaint bureaus and consumer services operate mainly for victims who have done the work and run into that wall. Now is the time to take your documentation and seek the help of a third party. But don't expect an outside agency to help you until you've done everything reasonable to help yourself.

Consumer Protection from the U.S. Government

The U.S. Department of Transportation (USDOT) maintains an Aviation Consumer Protection and Enforcement Division . Within it, you can file complaints about safety and security, airline service, as well as disability and discrimination concerns. Outside the U.S., many other countries maintain similar operations that will vary in name but operate under the umbrella of consumer protection.

Discrimination and safety issues will get a lot more attention here than poor service, but the government keeps tabs on complaints, and it never hurts to let the offending company know that, if necessary, you're prepared to notify the appropriate consumer agency.

Note that there are procedures for airline ticket refunds and baggage issues .

Small Claims Court

The USDOT offers an outline of steps that might be required if you need to go to small claims court.

These courts are operated by state and local governments. As the name implies, this is recommended only for relatively small claims. In these situations, you are your own attorney. Unless you're trained in the law, don't go into this kind of court if the outcome is crucial.

Learn from the Bad Experiences of Other Travelers

Unfortunately, some airlines and travel companies have recurring problems with consumers. Consult their track records before you consider doing business again.

This holds true for all transactions, but especially larger expenditures necessary for bigger trips. Consult the Better Business Bureau or respected studies of consumer satisfaction: J.D. Power and Associates issues annual ratings for hotels and airlines; The American Customer Satisfaction Index compiled at the University of Michigan provides quarterly report cards.

Don't be Discouraged

When wrapped in red tape, it's easy to feel isolated.

Don't allow yourself to be worn down or discouraged. Remember that your perseverance might help someone else avoid a similar problem.

Of greatest importance, however, is the need to pay as little as possible in time and money for your travel. If you think someone has wasted your resources, call them on it.

More resources:

Airline Escape Clauses

Air Travel Resources

Yapta: Refunds for Overpaying on Airfares

What to Do When Your Flight Is Diverted

12 Things You Can Do to Handle Flight Delays and Cancellations

The 14 Best Backpack Brands of 2024

What Are North American Airlines' Policies on Bereavement Fares?

Paper vs. Electronic Plane Tickets

Flight Insurance That Protects Against Delays and Cancellations

8 Air Travel Rights You Didn’t Know You Have

How to Request a Wheelchair or Cart at the Airport

Loss of Use Car Rental Insurance

How to Plan a Vacation in Thailand

Budget Airline Baggage Fees

What Are Your Rights If Your Flight Is Canceled?

Saving Money on Your Summer Vacation

Airline-by-Airline Guide to Seatbelt Length

Bad Airline Experience? These Companies Can Help

Getting Around Madrid: Guide to Public Transportation

An official website of the United States government

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Secure .gov websites use HTTPS A lock ( Lock Locked padlock icon ) or https:// means you’ve safely connected to the .gov website. Share sensitive information only on official, secure websites.

Complaints about travel

If you have a complaint about travel by air, land, or sea, find out where to share your complaint to get the problem resolved.

Complaints about an airline or TSA

The kind of complaint you have about an airline or an airport experience with the Transportation Security Administration (TSA) determines where to go with your complaint.

• Airline service or discrimination - First, attempt to resolve your complaint with the airline. If the airline does not fix the problem, file a complaint with the U.S. Department of Transportation (DOT) . 
• Airline safety - Contact the Federal Aviation Administration (FAA) hotline .
• Airline security - Contact the TSA through their security issue web form.
• Airport experience with TSA - Contact the TSA through their complaint web form.

Learn about your consumer rights as an air traveler and how to avoid problems.

Vacation rental scams

Vacation rental scammers may try to take your money by offering a vacation property that does not exist or that they do not have the right to rent to you.

Learn from the Federal Trade Commission (FTC) about vacation rental scams , including:

• How they work
• How to avoid them

If you have encountered a vacation rental scam, report it to:

• The website where you saw the listing
• The credit card or other service you used if you paid the scammer
• Your local law enforcement

Complaints about a hotel or motel 

• Begin by sharing your complaint with the front desk, manager, or customer service line.
• If you feel your issue was not resolved, contact the regional manager or another senior executive if the hotel or motel is part of a chain.
• Depending on the type of complaint, if it is not resolved, you may also contact the local health department or the state consumer protection office .

Complaints about travel agents and travel agencies

Begin by complaining to a local travel agency’s manager. If you are using an online booking service, complain to their customer service department. If your complaint is not resolved, you can contact:

• The state consumer protection office where you live or where the travel company is located
• Your local Better Business Bureau

Complaints about cruises

• If you have a complaint while you are on a cruise, contact the ship’s guest services office.
• To complain before or after a cruise, contact the cruise line’s customer service department.

If the problem is not resolved, contact the Federal Maritime Commission by email at [email protected] or download, fill out, and mail or fax their cruise dispute services request form .

Car rental complaints

If you have a complaint about a rental vehicle, try contacting the rental agency’s customer service department first. If you cannot get your complaint resolved with the rental agency, contact:

• Your state consumer protection office
• The Federal Trade Commission

LAST UPDATED: December 7, 2023

Have a question?

Ask a real person any government-related question for free. They will get you the answer or let you know where to find it.

clock This article was published more than  4 years ago

How to get a travel company to respond to your complaint

Airlines, car rental companies and hotels claim that they’re responsive to customers’ problems, but who are they kidding? Too often, they answer your emails with pre-written responses and your tweets with canned one-liners. Or they don’t answer at all. So how do you get a travel company to respond to your complaint?

People like John Dignam want to know. He recently tried to redeem two “free” flight vouchers on Spirit Airlines. He and his daughter had received them when they volunteered to give up their seats on a flight from San Francisco to Baltimore. But when Dignam, a federal manager from Catonsville, Md., tried to use the vouchers for a new flight, Spirit only lowered the cost of each ticket by $12.98.

“Thinking this must be an error, I called and spoke to a Spirit representative,” he says. The airline confirmed that the vouchers had a combined value of about $26. “The remaining $188 was my responsibility.”

Dignam emailed Spirit asking if he had misunderstood the meaning of “free.” The response? Crickets.

It turns out that Dignam was talking, but no one was listening. I contacted Spirit on his behalf. The company said it hadn’t heard from him, blaming an “IT issue that we can’t replicate.”

It refunded Dignam’s ticket.

Choosing the right channel of communication is important. Most travelers pick up the phone to resolve a problem, but that is hardly ever the right move. A carefully written, rational complaint sent using the company’s online “help” form is far more effective, at least to start. If patience isn’t your thing, you could also ping a company on social media. Sometimes a tweet or a Facebook post can get things moving in your direction.

Another often overlooked route to a quick resolution: a travel agent. You can often leverage that relationship to get a company’s attention. “A true travel professional is going to have a direct relationship with the hotel, airline or cruise line and can be your voice to get the issue resolved,” says Jennifer Achim, a vice president of marketing for Ovation Travel Group, a travel agency in New York.

If you want a travel company to respond to your complaint, you also need the right approach. Nancy Friedman, whose St. Louis consultancy, the Telephone Doctor, trains call center workers, recommends what she calls “CPR.”

First, she advises, stay calm. “Raising your voice usually will not get you better service — or any positive results,” Friedman says.

Next, prepare yourself with information — dates, times, names. The more specific, the better. And, finally, remember that the person you’re talking to normally isn’t the person who created the problem.

“The agent, the hotel clerk, the car rental person is usually not the reason for the issue,” Friedman says. Blaming them for your misfortune can hinder your chances of getting a company’s attention.

The right words can help, too. Be sure to use what Joshua Dorsey, an assistant professor at California State University at Fullerton, calls the “language of business” to describe the problem.

“Keywords like ‘service failure,’ ‘switching costs’ and ‘cost of retention’ will always resonate with managers and customer service representatives, whether they admit it or not,” Dorsey says.

At larger companies, sophisticated software analyzes almost every customer service interaction, including phone calls. When phrases like “service failure” and even less jargony words like “disappointed” pop up, complaints are flagged and reported to managers.

Of course, you can do everything right and still fail to get a company’s attention. That’s probably because businesses have developed methods to more efficiently process — but not necessarily address — customer complaints. You can see that in the scripted online chats and endless phone trees that you have to negotiate when you want help. And you can’t help but feel that companies want customers with problems to just go away.

No surprise, then, that travelers are taking more extreme measures to get a company’s attention. One remarkable development is the power of online reviews.

“I have seen travelers place multiple online reviews to get a quicker response,” says Elaine Rose, a spokeswoman for Review Inc., a Woodland Hills, Calif., reputation-management company. “The fact is, the travel industry lives and dies by their online reviews. Even hotels and major airlines are managing their online reviews with software that will notify them when a customer has left a review — either positive or negative.”

A classic tactic for getting a travel company to respond to a complaint, threatening to sue, can backfire. That’s because companies normally refer lawsuit threats to the legal department. There, in-house attorneys must decide whether it’s a credible threat. If it is, they’ll respond to the complaint. But more often than not, they’ll write it off as an empty threat and close the case with no resolution.

If you have a consumer complaint and the company is being dismissive, maybe it’s time to adjust your approach. Consider another strategy or shift to a different channel. And remember, you can always take your grievance to social media.

Ideally, companies would answer every complaint promptly and politely. Fortunately, there are more ways than ever before to ensure that they do.

Elliott is a consumer advocate, journalist and co-founder of the advocacy group Travelers United. Email him at [email protected] .

Read more from Travel :

Read past Navigator columns here

Why Travel Agencies are Getting Bad Reviews and How Technology Can Help (Part 2)

There are a lot of problems listed above with a lot of different root causes, and this isn’t even all of the reasons that travel agencies may be getting poor reviews. Let’s face it, sometimes certain people hired by tour agencies just shouldn’t be working in the industry. There are personnel problems in every business but fixing what you can as a company can help make your process a lot smoother. Here are some things to think about.

Recently, travel agencies have been getting more and more bad reviews, which isn’t good for business for all of the above reasons. Yet, why is that? What aren’t they doing that they used to be doing? How does technology affect these reviews, and how can it potentially mitigate the negative reactions it’s experiencing? Keep reading for all you need to know.

How travel agencies can fix this (with technology!)

1. technology is not your enemy.

While a lot of the above indicated that technology is “replacing” travel agencies in this industry, that’s not entirely true. While the travel industry is becoming more and more streamlined by the presence of technology, there’s still a niche for agents who want to help individuals maximize their travel experience. Don’t shun technology in your practice. Consider incorporating it more and more your practice, so that you can use tools that everyone involved is familiar and comfortable with (more on this in #3).

2. Make sure you have the right people on board

If people are using a travel agency instead of doing it themselves, they want the convenience of having someone manage it for them. Make sure you have the right people in your agency doing this! Remember, not everyone is built for a customer service job. Pick the cream of the crop to represent your company.

3. Consider incorporating more technology

Look at each of the services you provide and how you provide them with a critical eye. How can you incorporate more technology to meet your customers’ needs? A great example of ways this may help mitigate existing issues is during tours. Sending out an email or a text on the spot with information that customers might not be able to hear if the tour group is really big might help people feel more included and as though they’re getting their money’s worth. It helps the tour and tour guide feel more accessible and all it requires is typing on some information once and having the email prepped and ready to send.

4. Don’t pressure for tips

Tips are important and it helps people make ends meet but asking for it in the right way will help you save face. Have you ever heard of Venmo or one of many other money transfer apps? Travelers today are wary about carrying too much cash because of pickpockets and the fact that cards are more convenient and accepted most places. If you want to make sure your employees get tips but make it more convenient, mention it once that you accept tips in any number of ways (cash or technology-based) and you’re golden.

5. Encourage electronic feedback

Remember, people trust customer reviews as much as they trust their own friends or family, so you should be encouraging feedback in any way you can get it. Not only does this help others see what your travel agency is all about, but it also helps you learn from what you can do beier. Sure, a bad review is never fun to read, but if it’s done in a public forum like a website, then it gives you a way to respond respecjully, explain your side of the story, and explain how you rectified the situation (always follow- up!). When you earn positive reviews, those help you earn street credit and more business. Technology and online reviews are your keys to beier business, so help your travel agency get more today.

Final thoughts

Travel agencies today don’t have the street credit that they used to. As technology dominates more and more in the travel industry, agencies will need to incorporate technology or watch themselves get phased out. Fortunately, there’s a myriad of ways that you work around the bad reviews and work with your customers to ensure their satisfaction.

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10 Signs Your Travel Provider Isn’t Reputable

Caroline Morse Teel

Caroline Morse Teel is the Managing Editor for SmarterTravel Media. Follow her on Instagram @TravelWithCaroline .

Caroline joined Boston-based SmarterTravel in 2011 after living in Ireland, London, and Manhattan. She's traveled to all seven continents, jumped out of planes, and bungeed off bridges in the pursuit of a good story. She loves exploring off-the-beaten path destinations, anything outdoorsy, and all things adventure.

Her stories have also appeared online at USA Today, Business Insider, Huffington Post, Yahoo, Boston.com, TripAdvisor, Buzzfeed, Jetsetter, Oyster, Airfarewatchdog, and others.

The Handy Item I Always Pack : "Earplugs. A good pair has saved my sleep and sanity many times!"

Ultimate Bucket List Experience : Hiking Mount Kilimanjaro.

Travel Motto : "Don't be boring."

Aisle, Window, or Middle Seat : "Aisle (when the first class private suite isn't available)."

E-mail her at [email protected] .

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With hundreds of providers out there vying for your travel dollars, how do you know whom to trust? Watch out for these 10 signs that your travel provider isn’t reputable.

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No One Has Ever Heard of Them

It's 2013. If a company doesn't have a website, that's a huge red flag. Likewise, if there's nothing written about a provider online (like reviews—good or bad), you should think twice about using them. In this digital age, you should be able to find some information about a provider on the Web. If you can't, go with a provider who has a Web presence instead. Of course, there are always exceptions. Perhaps the provider in question is a small tour operator in a developing country. In that case, treat the lack of an online presence as a potential red flag, and then check if it fits with any of the other signs on this list.

They Don't Accept Credit Cards

If you're unsure about a travel provider, booking with your credit card gives you a lot of protection. Some credit cards will not hold you responsible for charges if an unscrupulous travel company scams you. Plus, most credit cards offer some kind of insurance (especially for rental cars) when you book travel through them. So if a company only accepts cash up-front, money orders, or wire transfers, you should be wary. Of course, if you are booking a day trip in person at a storefront in a foreign country, they may not accept credit cards, but that's not as much of a warning sign as when a provider asks you to send a check or money order well in advance of your travels.

The Photos Are Deceptive

It's your job to do a little research before booking a hotel or using a travel agency. Does the hotel have amazing photos that make it look like the best resort in the world? Check out the user-submitted photos on TripAdvisor (our sister site) or the real-life photos taken by researchers for Oyster to see what you're really getting. If they're trying to hide something in their photos, what else could they be trying to hide from you?

They Insist on Only Doing Business Over the Phone

Sure, it's nice to pick up the phone and speak to a human rather than booking everything online, but be leery if that's the only method of communication your travel provider will agree to. They could be keeping everything verbal to try and avoid giving you things in writing. If you don't have a written contract or emails that you can refer to, trying to get your money back when things go wrong can easily turn into a case of "he said, she said,'' and you'll have no proof to argue your side.

They Want You to Pay More Than 60 Days in Advance

This is a tricky one. Many hotels, booking sites, and travel agencies require you to pay in full when you make your reservation, especially if it's non-refundable. However, this can be a warning signal, especially if you are paying more than 60 days in advance. Under the Fair Credit Billing Act, consumers only have 60 days to argue a charge on their credit card—so having you pay more than two months in advance could be a less-reputable company's way of making sure that you can't dispute their charge if they fail to deliver the trip that they promised.

The Reviews Look Fake

Okay, so this travel provider has a couple of great reviews online. But do a little digging before you take an anonymous reviewer's word. Are the reviews all written by accounts that have only reviewed this agency and no other? This could be a sign that the place you're checking out has paid someone to give them positive Internet press (or they've simply made fake accounts and done it themselves). Before trusting a reviewer, try to find out if they have also written about other places.

They Have a Poor BBB Rating

If you're booking through a North American travel business, check them out on the Better Business Bureau's (BBB) website first. This organization attempts to protect consumers by monitoring scams and complaints against companies. The BBB grades everything from travel agencies to ticketing agencies on a scale of A+ to F. If the provider you're considering has a poor grade, you should look elsewhere.

They're Too Good to Be True

Have you seen an ad for an airfare or vacation that just seems too good to be true? We're not saying that there aren't bargains to be found—we're just saying that if an offer seems ridiculously low (like $200 for round-the-world airfare), it probably is. Make sure you know what taxes and fees are included in a quote, and find out exactly what is covered in the quoted price—and what isn't.

They Want You to Sign Up for a Club

Walk away if a travel provider offers you a great deal—but only if you pay a subscription fee and sign up for their club. As consumer advocate Christopher Elliott told us , "The number-one travel scam at the moment is the vacation-club scam. I've never come across a legitimate travel club. My advice is to run, don't walk." These scams usually take the form of wholesale clubs that promise you cheap vacations if you join them—but once you've forked over the joining fees, you find that the "deals" aren't anything better than you could find yourself.

They Aren't Accredited

Accredited travel providers should give you an extra sense of security when you book through them. Make sure travel agents are a part of the International Airlines Travel Agent Network (IATAN), a nonprofit agency that accredits professionals around the world.

More From Smartertravel:

• 10 Tricky Travel Scams (and How to Beat Them)
• 10 Things You Need to Know About Home Swapping
• Nine Unusual Travel Tricks that Really Work

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Welcome to Consumer Rescue

Fiascos and Fixes

Is this the worst travel agent ever?

Michelle Couch-Friedman

Consumer reporter and ombudsman

September 5, 2022

Christopher Anderson believes he has discovered the worst travel agent ever — one who lacks even basic geography skills. 

Just how bad were those skills? Well, Christopher and his wife asked this travel “professional” to plan a vacation to Cabo San Lucas. But she booked them a trip to Cancun, on the opposite side of Mexico. Then to make matters worse, this geographically challenged agent expected the couple to pay for her mistake.

What is going on here, and can our advocacy team help?

Christopher’s outrageous tale is a lesson that proves once again that all sellers of travel aren’t created equal. So that leaves it up to you — the consumer — to vet the person you entrust with your travel planning. Otherwise, you, too, could end up with a confused travel agent who books you thousands of miles away from your intended destination.

A busy couple needs a travel planner for their vacation

Christopher says that he and his wife are a busy couple who are about to celebrate their second wedding anniversary. Earlier this year, they decided that Cabo San Lucas, Mexico, would be the perfect getaway for the occasion. With its striking rocky coastline and gorgeous beaches, the Mexican resort area fit the bill for their celebration.

However, neither Christopher nor his wife had the time to focus on planning the details of such a vacation. So the duo decided to leave it all to someone they believed to be a professional travel agent.

As our regular readers know, our advocacy team always promotes the value of a professional travel planner. The expertise and knowledge a skilled travel agent can bring to the table are invaluable for many travelers. In fact, plenty of the fiascos we report here could have been avoided if the consumer had just engaged a qualified travel advisor.

Of course, if you find yourself a terrible travel agent, the above paragraph doesn’t apply.

How he found possibly the worst travel agent — ever

Christopher says that his wife met a woman in a moms’ group on Facebook, who said she was a travel agent. The couple already had done a little research for their trip. They wanted to go to the Hard Rock Hotel in Cabo San Lucas.

“At the beginning of May, my wife Ashley asked this agent to book our 7-day, all-inclusive trip to Hard Rock Hotel Los Cabos in Cabo San Lucas,” Christopher recalled. “We wanted to celebrate our 2nd wedding anniversary there. The agent we contacted told us that she works for Evolution Travel. We found out later that this is just a second job for her.”

In the text exchange between Ashley and the travel agent, there seems to be no confusion as to where the couple wants to go:

But we wanted to go to Los Cabos

Soon after the above email exchange, the travel agent sends a confirmation of the booking to Ashley. And immediately, Christopher’s wife detects an oddity.

A travel agent that doesn’t know the difference between Cancun and Cabo

Although Christopher’s wife requested the Hard Rock Hotel Los Cabos, the confirmation that the agent sent indicated the Hard Rock Hotel Cancun. The airfare also showed a trip to Cancun on United Airlines. And the agent, inexplicably, tells Ashley that Los Cabos is somewhere inside of Cancun.

Not clear about geography either, Christopher’s wife acquiesced to the travel agent’s erroneous insistence that the Hard Rock Hotel Los Cabos is in Cancun.

A quick glance at any map will show that Cabo San Lucas is on the opposite side of Mexico — over 2,100 miles away.

What is Evolution Travel?

Evolution Travel strives to be the best home-based travel business available in the industry. Our goal is to provide a travel business opportunity with true value and excellent products. We provide every person an even playing field to be successful and profitable through training and support. From the Evolution Travel website

Apparently, geography lessons aren’t part of that training — at least in this case.

To understand this story more clearly, it’s important to know a little bit about Evolution Travel. The company functions as a multilevel marketing organization (MLM). The ultimate goal of its members is to recruit new members. Travel planning appears to be a secondary goal, according to the below compensation schedule.

Entry-level position: Professional Travel Agent

At the bottom part of this business model are the entry-level members who are the “Professional Travel Agents (PTA).” There are no qualifications associated with becoming a PTA — except, of course, to pay the registration fee and monthly dues. 

Voilà! Pay $49, and you are a professional travel agent — according to Evolution Travel.

I’m sure no travel professional who spends their days dedicated to understanding the travel industry would find this to be an appropriate criterion for becoming a travel agent.

But that’s how the “travel agent” at the center of this case came to be a travel agent.

(FYI: I’m not naming her in this article because I don’t think publicly shaming her will serve any purpose. But If you follow the tips at the bottom of this article, I am sure you will never encounter her.)

“Please help! I found the worst travel agent!”

When Christopher contacted our team, he was at his wits’ end.

My wife, Ashley, was confused by [the travel agent’s] insistence that the Hard Rock Hotel Los Cabos was in the town of Cancun. But she trusted her as a travel professional and paid the invoice. But when I received the final confirmation, I immediately noticed two MAJOR issues. She had misspelled my name, and the booking was a complete error — nowhere near where we asked to go.

But when Christopher called the agent, she told him that Ashley had approved the trip. As a result, she said the couple would be required to pay nearly $1,000 to correct the problem.

Christopher was not about to agree to these terms.

This terrible agent bullied my wife into accepting a trip to Cancun. When Ashley asked her why the itinerary said Cancun, the agent insisted Los Cabos is part of Cancun. Why would anyone use a travel agent if you can’t rely on their professionalism and knowledge? This fiasco has been the worst vacation planning experience we’ve ever had.

I want a refund from this confused travel agent!

Having lost all faith in the travel planning capabilities of this agent, Christopher just wanted the entire $5,000 travel fiasco canceled.

But the agent wasn’t bending. She sent the terms and conditions of the package to Christopher and pointed out that the trip wasn’t refundable.

“This is totally unacceptable! None of this would have happened if [the agent] did her job correctly,” Christopher wrote to me. “Now the company wants to hold me, the customer, responsible for [her] MISTAKE! I just cannot believe the unaccountability here.”

As I read through Christopher’s lengthy paper trail, I found it hard to believe, too. In multiple texts, the confused agent tells Ashley that Los Cabos is part of Cancun. And she insists that she booked the couple exactly where they requested.

It was time to ask this agent for an explanation.

Asking the geographically challenged travel agent for an explanation

I reached out to this agent and asked her to explain how she determined that her clients should pay for her geographic error.

Hi *****, Christopher Anderson contacted us about his experience using you as his travel agent. Unfortunately, it would appear from all the documents I have reviewed — including texts from you — that you misunderstood the location of the Hard Rock Hotel Los Cabos which is on the western coast of Mexico. Instead, you booked Mr. Anderson and his wife a trip to Cancun, which is on the Eastern coast of Mexico. This mistake is a significant error and one that Mr. Anderson would like you to correct immediately. But he says you are asking him to pay change fees to correct your mistake. Can you please get back to us as soon as possible and let us know how you intend to correct this error? (Do you have errors and omissions insurance?) Michelle to possibly the worst travel agent ever

To say that my email was not well-received is an understatement. Very quickly, the agent wrote back to me. In her response to me, she repeatedly misidentifies the couple as “The Elliotts.” She says that the entire mistake originated with “Mrs. Elliott” and that “Mrs. Elliott” is the one responsible. Then she ended her email by telling me that she already refunded the couple — in full and that this matter is “resolved.”

This travel fiasco isn’t over yet

I quickly checked back with Christopher, who confirmed that he had not received any refund. So I sent a follow-up to the agent. I reminded her that these clients were the Andersons and that they had asked her, in writing, to book a trip to the Hard Rock Hotel Los Cabos. In turn, she had booked them into the Hard Rock Hotel Cancun — 2,100 miles away.

This time she told me that she had resolved everything, and I should not contact her again.

I do not have to inform you of anything at all. You are not my client. Mr. and Mrs. Anderson are my clients. It is not for you to understand any of my business practices. I will deal directly with my customers moving forward. Thank you!! PLEASE DO NOT CONTACT ME AGAIN. The “travel agent” at the center of this fiasco

But although the agent continued to repeat that she was resolving the problem, she did not. What she did next was to accuse the Christophers of pulling a scam on her.

Things go from bad to worse with this travel agent

Next Christopher says the agent started calling him repeatedly and even offered him a free trip. He reiterated to her that now they only wanted a refund. The couple just wanted to put an end to this fiasco and finish their time with this lady — permanently.

But then she inexplicably accused Christopher of pulling a scam on her.

You EVEN went as far as to contact the MEDIA to tarnish MY reputation!!! This indicates to me that from the very beginning this was your intention. Maybe you found a resort that was cheaper than what I quoted you. Maybe you decided that you wanted to stay somewhere else. You [asked for] a refund for the entire trip, and yet you’re still going. And when I called you just now to find out what’s going on, you ignored my call! Geographically-challenged “travel agent”

Now Christopher couldn’t believe what he was hearing. Yes, he decided to “stay somewhere else.” He never wanted to go to Cancun — ever. His wife asked for a specific hotel in Cabo San Lucas. Unfortunately, we’ve seen travelers often end up in the wrong locations through no fault of their own. And some have made self-booking mistakes that have landed them far from their intended destination.

But never have I seen such a significant geographic error by a person claiming to be a travel professional.

Despite this travel agent’s complete bungling of the planning, the couple still intended to go on that anniversary trip — but without any further “assistance” from her.

“This is all very difficult to comprehend,” Christopher lamented. “I can’t believe she is still giving us a hard time. All we wanted to do was go on this trip to Cabo San Lucas for our anniversary. This situation is horrible.”

Finally, an apology and an admission of a mistake

But then, shortly after the accusatory email, Christopher suddenly received an apology, and the agent finally admitted her mistake. She ended her email by agreeing to process the complete refund — no penalties involved.

“Chris, I’m owning up to my mistake,” the agent finally admitted. “I’ve been on the phone getting all these [refund] figures for you for the past days. Have a good day.”

By this time, however, Christopher had already asked American Express to initiate a credit card dispute. The company had reversed all the charges associated with the unwanted trip to Cancun and started an investigation. In the end, American Express found in favor of the Andersons.

And the couple planned their own trip to Cabo San Lucas which, to be perfectly clear, is on the west coast of Mexico.

How to find a qualified professional travel advisor

Unfortunately, in most states, there are no regulations that prevent anyone from calling themselves a travel agent. So travelers should not be lulled into trusting a person simply by virtue of the title “travel agent.” But there are a few things you can do to improve your chances of finding a qualified professional travel advisor.

• Check for professional memberships : The American Society of Travel Advisors (ASTA) provides a database of “trusted” travel advisors from around the world. According to ASTA, “These professionals maintain ASTA membership and follow a strict code of ethics.” You can also use the ASTA site to find travel professionals who have specialties in your destination and interests. 
• Check for a Seller of Travel registration: If you live in a state that requires a “seller of travel” to register their business, you should ask to see the agent’s registration. Currently, Florida, Hawaii, Iowa, Washington and California require sellers of travel to register with the state . And although a registration does not guarantee a reputable or skilled agent, the lack of having one if it is required should send you running.
• Ask for references : A professional travel advisor will likely have a loyal following. So ask your potential planner for references — and then check them.
• Ask people you trust for recommendations: The best recommendations you can get will likely come from people you trust yourself. So ask friends and family for guidance when you’re on the lookout for a travel agent.
• Check online reviews and search engine results : In today’s world almost no professional can avoid an online presence. Make sure to run a prospective travel advisor’s name through an internet search. You might be surprised by what you discover.
• Errors and Omissions liability insurance : Remember, most professional travel advisors carry errors and omissions liability insurance . This insurance protects them — and you, their client, — against the financial consequences of a travel agent’s mistake. Before engaging a professional, ask if they carry this insurance.

Update from Archer Travel and Evolution Travel

Shortly after we originally published this article, I received a phone call from Ron Archer, the president of Archer Travel Services and CEO of Evolution Travel. He told me that he was terribly troubled by the Andersons’ experience. He assured me that as soon as he read this article, he called an emergency meeting of his executive board to discuss ways to avoid this happening again.

Their team plans to implement a required geography module for all of their Evolution Travel representatives. Archer also forwarded this article to his agents as a reminder of the critical need to be aware of geography — if they wish to represent themselves as a travel agent.

Lastly, Archer said that he would personally be calling the agent referenced in this story to discuss her future with the company. (Michelle Couch-Friedman, Consumer Rescue)

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Poor customer service is impacting travel sector’s reputation – research

Contributors are not employed, compensated or governed by TD, opinions and statements are from the contributor directly

The travel sector has the second worst reputation for customer service, new research has found.

As part of its new Make Every Conversation Count report, FM Outsource asked 1,000 people about their experiences with and attitudes towards customer service in 10 business sectors including utilities, travel, banking, insurance, hospitality, logistics, fashion retail and grocery retail.

Respondents were asked to rate each sector’s reputation when it comes to customer service, taking into account the experiences of other people they know and those they’ve read in online reviews, as well as their own.

The research found that the travel sector was one of the most likely to be rated poor or extremely poor (29% vs average of 20%), second only to the utilities sector (32%). On the other hand, grocery and banking were the most likely to be rated good or very good (45% and 43% respectively, vs average of 38%).

Respondents were also asked to rate the quality of customer service delivery from good to poor based on their experience.

The travel sector was again one of the most likely to be rated poor or extremely poor (21% vs average of 17%), whereas banking and grocery were most likely to be rated as good or very good (49% and 50% respectively, vs average of 42%).

The report has found that these negative customer service interactions are having a detrimental effect on a brand as 86% of consumers agreed it has had a negative impact on their relationships with a business. Notably, nearly a third (31%) of consumers have told friends or family to avoid a brand following a negative customer service interaction, and 26% have left a critical review online.

At the same time, the research also revealed that the vast majority (80%) of consumers believe that poor delivery of customer service reveals a brand’s general lack of care towards its customers. Only 11% said that it is unrelated.

Martin Brown, CCO at FM Outsource, said: “Our findings show that, as far as consumers are concerned, the travel sector currently offers one of the lowest standards of customer service and therefore has one of the worst reputations.

“Airlines in particular are currently undergoing a very challenging time following the effects of the pandemic, with thousands of customers awaiting refunds and compensation for cancelled or rescheduled flights.

“Travel should be an enjoyable experience for all and frustratingly this year the experience has been very stressful for many customers, largely due to the way customer service teams have handled the disruptions. The value of a smooth, efficient customer service function at times like these cannot be underestimated. While customers may be unhappy about changes to their travel plans, the relationship with those customers can be protected with the help of a professional, highly trained customer service team.”

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6 Tips For A Negative Review Response For Your Travel Company

The use of reviews in today’s digital world can be highly instrumental content for any travel business . This is because they have the power to paint a positive picture of a company and thus entice other customers to buy a product or book a tour.

Unfortunately, bad reviews can't always be avoided.

And so, when you receive a negative review, you need to know how to write an adequate response that rectifies the situation and puts your travel business in a favorable light.

In many cases, the way a company responds to bad reviews often reveals more about them than all other positive reviews. So, don't miss the opportunity to use negative reviews to enhance trust and boost your brand image.

In this guide, we’ll cover why reviews are important and how to respond to a bad review on TripAdvisor, Google, Facebook, or anywhere else that you generate feedback.

Why Reviews Are Important For Your Travel Business 

It is no secret that generating loads of positive reviews for your travel business is one of the most strategic components that should be incorporated into your marketing plan.

Reviews help you gain valuable user-generated content and social proof - factors that play a major role in the travel buying decision. Because making a travel purchase requires quite a lot of decision-making, reviews are incredibly valuable in helping to push the customer to take action and book a tour.

Positive reviews will help you build brand awareness, market your tours, earn a good reputation, develop trust around your business, and more.

You can even promote reviews by adding them to your booking pages and website to help prospects feel more comfortable with supporting your business, and you could share positive reviews on social media to help your audience feel more connected with your brand.

An effective strategy is to use a tool like WeTravel that offers a customer review widget feature. This tool allows you to collect reviews from customers and easily add them to your website.

Adding positive reviews directly to your site can make a massive impact on your conversion rates .

Quite simply, generating online reviews can play a major role in how your business builds trust, attracts customers, and closes bookings.

Why Your Response To A Negative Review Is Important 

While your goal might be to generate hundreds of positive reviews, you can’t always avoid a few negative reviews from slipping in.

When you see a negative review, don’t panic! You can dampen the negative effect of this review by responding to it tactfully.

The way you respond to negative reviews reveals a great deal about your company. It shows that you care about the customer experience, that you’re interested in turning bad experiences into good ones, and that your brand is only human.

When prospective customers read reviews about your travel business, they will be on high alert for negative reviews. By responding to these reviews carefully, you have a chance to explain the cause of the negative experience, apologize, and possibly, turn the customer's negative experience into a positive one.

Basically, you can use negative reviews to showcase your strong customer satisfaction skills.

This can help to develop further trust in your tour company and make customers feel safer about making a booking because they can see you genuinely care about their experience.

So, even though negative reviews may seem like a bad thing, you can use them to your business’s advantage by responding to them in the right, strategic manner.

Top 6 Tips For Responding To Negative Reviews 

Knowing how to respond to a bad review on TripAdvisor or Google is essential for any travel business. Here are six important elements to keep in mind when writing up a response to a negative review.

1. Respond Within A Reasonable Timeframe 

All eyes are on you once that bad review is posted. It is very clear to identify the date stamp, use this to your advantage by responding within a 24-hour window.

This shows your clientele that you are attentive to their travel experiences, good or bad.

2. Trace Back The Root Of The Problem 

The first point of call should be to understand exactly what happened, where your business went wrong, and exactly what caused the customer to have a negative experience. Conduct your investigation prior to contacting the customer so that you can respond appropriately, and have all the right information if there are any follow-up questions.

This will also give you major insight that can assist in preventing similar issues from reoccurring in the future.

If a potential customer reads a negative review and sees the business trying to trace the root of the issue, they will be able to better understand why the negative experience took place. In many cases, this can help them realize that it was an isolated event, or that it's very unlikely the same issue might happen to them.

Maybe the bad experience was a result of external factors that the travel business couldn’t control - like bad weather. In this case, the negative review may not seem so negative after all.

3. Try To Reach A Middle Ground 

It’s imperative that you acknowledge the customer's point of view. However, this doesn’t necessarily mean that your business has to always admit fault.

Instead, use the opportunity to explain your side of the story, and try to reach a middle ground between your company and your client.

If your travel company is in the wrong, establish where you went wrong, apologize for it, then explain yourself.

In some cases, thorough due diligence might reveal that your business wasn't the only party that caused the negative experience. Perhaps the situation was uncontrollable, or the customer had something to do with it, or maybe they were just being difficult.

Trying to reach a middle ground will show people reading the reviews that you have looked into the matter and have dealt with it in a caring and professional manner. It may even reveal that the experience wasn't as bad as the review made it out to be.

This can help to establish trust, and get people to overlook the negative review. The writer of the review might even delete their comment if the issue is resolved to their satisfaction.

4. Use Reassuring Language 

Your aim should always be to show clients that your business cares about them and their experiences. To achieve this, make sure that you use reassuring, but carefully measured language.

Be sure to apologize to customers for their negative experience, However, don't be overly apologetic. Rather, try to reassure them that you can make the situation right. The more apologetic you are, the more it may seem like the cause of the negative review was due to your negligence as a tour operator.

So, take a carefully measured tone and focus on reassuring the customer that their viewpoint is valid and that you can work with them to fix the issue.

5. Find A Solution 

The overall goal of your response to the negative review should be to find a solution for the customer. While you can’t avoid bad experiences, you can try to make them right.

Once you have established the cause of the issue, try to come up with a credible solution to appease the customer and the readers of the review.

When responding to reviews, the best way to do this is to move the conversation somewhere private.

For example, you could say something along the lines of “We’re sorry to hear about your experience, please get hold of us directly at [email protected] so that we can resolve your issue”.

Moving the conversation somewhere private closes off the review and shows people that you are invested in creating a positive experience for all your clients. It also shows that you are taking the time and effort to actually engage with past customers who had negative experiences.

You could offer a direct solution in the review response, like a refund. However, this could backfire, as other customers might see this and want the same (which could result in further negative reviews).

6. Personalize Your Response And Be Friendly 

When you write a response addressing a negative review, make sure to personalize your message.

It may seem obvious, but some businesses take the approach of merely cutting and pasting their responses to all their reviews - this is not a good sign for prospective customers reading the reviews.

Address the reviewer by name, mention the details of their issue, and offer personalized feedback.

Of course, you also need to be friendly and sympathetic. Don't let negative reviews upset you - keep your response friendly and keep appropriate business etiquette in mind throughout the process.

Conclusion 

Knowing how to write a negative review response is critical for maintaining a strong brand image and using reviews to your advantage.

As reviews are such essential pieces of marketing content for travel businesses, it's crucial that you understand how to adequately handle bad reviews when they arise.

Using the six tactics mentioned above, you should be well-equipped to prevent any negative effects of a bad review from affecting your travel business.

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American Expands Its War Against Travel Agents to Now Punish Travelers

It is no secret that American wants everyone to book directly with the airline. It has said that travelers prefer the direct booking experience better, but it has begrudgingly allowed travel agents to continue selling tickets at the same fares as long as they adopt the newer NDC standard. Since it was going to allow agency bookings to continue, it tried to benefit by paying lip service to the idea that travelers should be able to book where they want to book. Last week’s news that American will no longer allow non-preferred travel agency bookings to earn miles shows that American is done pretending that’s the case.

Over the last couple of years, American has made a big push to get travel agents to go away from the traditional EDIFACT way of booking airline travel and instead use NDC. I don’t need to rehash this in detail, but you can certainly read previous posts — like this one — on the subject if you need to catch up.

The basic idea is this… NDC takes control away from the agency and puts it in American’s hands, making for a more consistent product offering that’s easier for the airline to service if needed. It also allows the airline to provide more options to travelers when selling in the first place. The flip side of that is that it makes it harder for competent travel agents to actually help their customers with changes and problems, because the standard has not been built out well enough yet.

There’s no question that this is where the industry is going, and if the airlines want it to go that way, so be it. My biggest quibble with American has been that the airline forced adoption of the technology by removing 40 percent of fares from EDIFACT systems before NDC systems were ready.

Traditional distribution systems like Sabre are woefully unprepared, though they do have some semblance of an ability to book using NDC. We’ve been actively using Sabre at Cranky Concierge to book NDC when options aren’t available in EDIFACT, and our agents continue to be frustrated on a regular basis. The airlines are trying to regularly improve NDC functionality, and because of that, Sabre will probably never catch up. That leaves agencies forced to look for more functional solutions, but the industry spent so many years fighting NDC that the good options are few and far between at this point.

American certainly woke the industry up when it removed 40 percent of fares, but it did stay true to the idea that it would let travelers book where they want. If an agency didn’t want to (or couldn’t) use NDC, fares might be higher, but travelers could make that decision. In some cases at Cranky Concierge, we’ve seen travelers pay more just knowing that we could actively fix problems in our system and not have to talk to American, something that isn’t realistic for an NDC booking today in most systems (yes, Sabre included).

This becomes harder to do starting on May 1 when fares booked outside of American or a “preferred” travel agent will no longer earn miles in the AAdvantage program for travelers. To be very clear, even if a non-preferred agent books a fare using NDC as American wants them to… tickets still won’t earn miles.

This goes directly against the idea that travelers can book travel where they want to book it. It also unfairly penalizes smaller agencies and will only spur more consolidation. Why? Well let’s look at what it takes to be a preferred agency .

• Must have a commission agreement with American
• Must book an increasingly higher percent of bookings using NDC:

• “A new product attribute of American’s offers is the ability to earn AAdvantage ®  miles. For an agency to be considered preferred, they must demonstrate their ability to clearly communicate to customers when they earn AAdvantage ®  miles in the online booking tool throughout the booking flow before a purchase is finalized.”

Smaller agencies don’t tend to have commission agreements on their own. That’s especially true since American gutted its sales team and doesn’t have the bandwidth to deal with smaller agencies. So, agencies either need to find a larger host agency that is preferred or just decide they can survive selling tickets that do not earn miles. Neither option is ideal.

Many of the big host agencies have been slow to adopt NDC and offer functional tools, but they do have the commission agreements. It’s now a tradeoff for an agency when it comes to deciding whether to pursue the commission agreement or better technology. Now American says you have to have both.

This makes it easy for the likes of Expedia and other online travel agents that already largely use NDC to be preferred since they don’t care about actually servicing bookings after the fact. It’s the agencies that actually provide a higher level of service that are punished here, and that makes no sense.

Even worse, American hasn’t released a list of who will qualify as a preferred agency, nor will it do that until April. By going with this strategy, it has been able to sew doubt into the minds of travelers. American emailed its AAdvantage members about this, so most of them have gone straight to their agencies to see if they’d be preferred. We’ve had multiple inquiries at Cranky Concierge, and all we can say is “we don’t know, but if not, we’ll find a new host agency that is”

The reality here is pretty clear. American does not want you to book through travel agents, and it doesn’t really have a good reason. This is a very strange and unique stance that differs from nearly every other airline, even Southwest.

Many airlines have complained about the costs of booking through travel agent systems, but their solution hasn’t been to ban it but rather put a surcharge on tickets booked through those channels. I still think that’s misguided, but it does at least preserve choice.

Then there’s what United has done, using more advanced internal systems to create what it calls “continuous pricing.” This can’t be supported in EDIFACT for technological reasons, so United has said it will leave everything in EDIFACT (except Basic Economy) and then offer NDC connections to agencies so they can book the cheaper fares. I understand this as well.

American has none of this. It continues to file its fares the same way. It just blocks many of them from being sold through traditional channels. And now it won’t allow anything to earn miles if the agency itself isn’t bowing down to do what American says even if it goes against what the customer wants. American is just being punitive against those agencies who are trying to provide a higher level of service to customers. This whole thing is backwards.

The rules on how an agency can become preferred are squishy and vague. That’s clearly by design. This is a way for American to either force NDC adoption or banish agencies from booking American tickets. Even the metrics are squishy, so American can really just play the role of kingmaker. The agencies it likes will be fine. The others will not. It’s a war that shouldn’t be happening, because there’s no good reason for it. Yet American continues to march ahead….

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49 comments on “ American Expands Its War Against Travel Agents to Now Punish Travelers ”

Sounds like AA is telling everyone if you don’t want to book with us directly, well then fly someone else. Great business move.

Well, that’s really the question–how does this work as a business move? If they can drive business in the way they want to, without losing too many people, then it *is* a good move, as much as people like Brett are understandably angry about it. But if they lose profitable customers, then it was a bad decision.

I’d really like to know the answer to this question, but I’m not sure anybody outside of the green-eyeshade people at AA will ever know.

Late state capitalism FTW!

Freudian slip? ;)

Technically it wasn’t wrong if you give it a little thought, but also it was funny as typos go.

One more reason I’ve stopped flying AA and stopped recommending it as an option. Also, they force seat purchases on all flights and that makes AA no better than Frontier.

How much do/will these issues affect the agencies that the larger corporate customers tend to use to manage their travel spend (i.e., the ones that employees of big companies have to book through, instead of booking directly with the airline)?

If so (i.e., if a VP/C-level exec/procurement person can’t earn miles with American, or if they/their admin can’t get the service they are used to from the travel agency when issues arise with their AA bookings), this could backfire in a big way and the next round of negotiations with AA’s premium corporate accounts could be very interesting.

As someone who has to book my work travel through a large corporate agency, after getting that email from American, I wondered if I should start having my AA flying credited to my Alaska Mileage Plan account, rather than to AAdvantage.

Kilroy – So, corporate contracted fares will still earn miles regardless of where they were booked. This is helpful, but also remember that American basically got rid of its mid-market contracts last year, so there are a lot fewer companies actually on corporate contracts than before.

Good to know, thanks for the insights.

In other words, AA’s big corporate customers can still use the agencies and get some service from their agencies, but everyone else (including the SMEs [small & medium enterprises], some of which will become big corporate customers in a few years) is being ignored by AA and told to buy through AA.com or buy from a competitor.

I assume that as smaller companies grow their travel spend, some will have spend that reaches a point where it meets the minimum for AA to respond to their RFQs and to consider setting them up on corporate contracts, but it still seems like there’s a risk to AA of the customers getting “locked in” (or preferring, based on loyalty status, miles, etc) another airline before the customers get large enough for AA’s sales team to deal with them.

Do I understand also, you can book your travel using the smallbiz account where you WILL get credit for mileage flown. Your company, however, will not get the perks. That is what a 40 year+ agent told me. You are best to find a preferred agency. I

Claire – I assume you’re talking about AAdvantage Business which does require booking only online directly with American. That continues to earn miles as usual but it does not allow agencies to be involved.

“…American will no longer allow non-preferred travel agency bookings to earn miles.” AA was the first with a frequent flyer program; might it be the first to bail out of the FF ecosystem?

The frequent FLYER ecosystem is already dead. They have all become frequent BUYER programs. Flying has little or nothing to do with them.

Fact: AA’s profits from flying are, more or less, chump change. The *REAL* money comes from the [dis]AAdvantage program and it’s shiny bits of plastic.

True. Because people still feel it has value. It does not. Take your 2% cash back rewards America and be done with these clowns!

Talk about gaslighting… “A new product attribute of American’s offers is the ability to earn AAdvantage® miles.”

In what way, shape or form is earning miles on tickets a NEW product attribute?

Just another day in post-factual America. Sadly.

so sorry to see this further evolution, CF, but it is clear that AA has decided that a mass-produced, volume strategy is the way they believe they can make money which they currently aren’t doing very well now. Given that the legacy carrier model has historically been more service and customized focused, AA is taking a very different tact from DL and UA – and AS to the extent that AA and AS still overlap – although AA has already decided to cede many of its directly competitive AS markets to AS.

I guess the real question for you is where you go with this reality. I’m not sure there is much that you can do and I hate to see you get hit. However, I am certain you have a “now, what?” plan and would like to know how well that plan can overcome the financial impact of AA’s decisions and how you respond to them

Slight correction Tim, it should be devolution as AA is devolving into something that we won’t recognize in a few years. That is if they maintain their position as a functioning company.

It’s going to go the other way.

Once AA shows that they are going to win with this move, and they will, the other legacies will jump on board.

I know Brett doesn’t want to hear this, but no one uses an operator to make a phone call anymore. No one uses an elevator operator.

Only in New Jersey do people pump gas for you.

And in time, you’ll always book your flight yourself.

Travel agencies will exist to provide advice and planning and they will work with influencers. But you’ll buy tickets on your own.

American is clearly trying to compete with the cheapos. So be it I guess.

John g – None of that makes any sense. If people stop using travel agents on their own, then fine. American will win that way. But people continue to choose travel agents for one reason or another, and American is telling them to stop doing that. But why? The agencies that are going to be the most impacted by this latest move do not have any commission agreements. There is no cost there. There is a cost of distributing through distribution systems, so if that’s your real concern, why not just put a surcharge on those bookings to recoup the costs? Several airlines do that today including Lufthansa, Air France, and BA. Air Canada is doing that soon as well. So there is no cost. All American is doing is restricting choice and preventing travelers from doing what they want to do. There is no value in this plan.

Except to American. Oh, you meant value for the customer? That’s a good one! ?

Well, since I will stay home rather than fly on American, this is not a problem for me. Bet there are a lot of folks out there with the same attitude, especially if they have experienced what a poor airline American has become.

Wait, no Cranky Jackass?!?

A few questions: 1. How has Delta been treating NDC? 2. Have American’s actions driven you to book away from them? I guess this might be confidential info lol 3. Have United and Delta made any noises about following AA’s recent moves in terms of cutting sales teams and the like? 4. How much of this is Vasu Raja?

Angetenar – 1) Publicly, Delta has done nothing, saying NDC isn’t ready so it isn’t pursuing it. But it has to be working on something behind the scenes. 2) Absolutely. Of course, we can’t force people not to fly American, but we do try to offer other options if they are similar or better, explaining how we can make their lives much easier if things go wrong. 3) Not that I’ve heard of 4) Most of it? That’s probably not fair. I think it’s Vasu and Scott Laurence together.

Vasu most definitely. Who is he and what does he know about anything? Isn’t he a marketing manager?

I work in the entertainment travel industry. There is no way on earth American can handle direct bookings from tv/movie productions, music tours, corporate travelers and large groups. They can barely handle a single passenger booking on their website and even that has limitations for the passenger. They have made themselves clear that it’s their way or the highway so i have stopped offering them as an option. If the client still wants to fly them, I gleefully explain how we will be unable to help them in the event of a lengthy delay, cancellation, schedule change or any other IROP situation. If they still choose AA, they are on their own. 9.5 times out of 10 they choose the other option. That’s a long and lonely highway, and if you decide to take it, I wish you the best. It won’t be pretty.

This speaks volumes.

When operational meltdowns take place, s theyre prone to do with frequency, agencies have done a lions share of recovery work. Work that AA won’t be able to handle.at the end of my corporate booking days, recovery work and changes amounted to almost half my work load. I’m fortunate now, when I travel ,I just buy my way out if trouble!

A bit off-topic, but just a an indication of the dysfunction of American’s self-serve options: I’m currently tracking a flight that’s in the air between Phoenix and San Francisco. It’s 22:24 here in California, 23:24 in Arizona. But when I go to the AA app (or is it an AApp?) and search for this flight (that’s in the air right now) by route, it comes back with an error: “To retrieve flight information for yesterday, please search by Flight #”. Pretty bad.

It’s actually “crAApp” lol

> The reality here is pretty clear. American does not want you to book through travel agents, and it doesn’t really have a good reason.

I think you’re misinterpreting this. My read is that American is trying to force a migration to support NDC, and that requires coordinated effort across multiple actors in the travel ecosystem (technology providers, host agencies, etc.) But the cost of the migration and limited (negative?) benefit for many actors means that it hasn’t happened. “Nudges” haven’t worked, withholding some classes of fares hasn’t worked, so now they’re getting out the big stick. “Use NDC consistently, or *your* customers will have a visible cost and be very upset with you”.

I sympathize with you since smaller agencies are really just caught in the crossfire here. This move is mostly targeted at host agencies, and the fact that you say “we don’t know, but if not, we’ll find a new host agency that is” means that it’s working as intended. This is going to light a fire under the host agencies to use NDC as frequently as possible on AA bookings ASAP.

The fact that NDC doesn’t actually *work* when you need to make changes to support the customer is frustrating. My guess is that the AA execs have somewhat rose-colored glasses on this, and think “those issues will be fixed in the next couple quarters”, even if that’s wildly optimistic. That would certainly match many technology migration projects I’ve seen at various companies.

Making a coordinated move off of an obsolete technology platform is extremely difficult, so I’m somewhat sympathetic to AA here, even if the technology itself is not ready for prime time on day 1.

Alex –

> I think you’re misinterpreting this. My read is that American is trying to force a migration to support NDC, and that requires coordinated effort across multiple actors in the travel ecosystem (technology providers, host agencies, etc.) > But the cost of the migration and limited (negative?) benefit for many actors means that it hasn’t happened. “Nudges” haven’t worked, withholding some classes of fares hasn’t worked, so now they’re getting out the big stick. “Use > NDC consistently, or *your* customers will have a visible cost and be very upset with you”.

If this really is just about pushing to NDC, then why not restrict mileage earning to those booked using NDC? They could do that for the domestic market where just about every fare should be available using NDC, and then any agency would have the option. That would certainly get the message across. This is a sloppy policy with a poor implementation plan, so it fits nearly everything AA has done with the sales world over the last couple years.

> I sympathize with you since smaller agencies are really just caught in the crossfire here. This move is mostly targeted at host agencies, and the fact that you say “we don’t know, but if not, we’ll find a new host agency that is” means > that it’s working as intended. This is going to light a fire under the host agencies to use NDC as frequently as possible on AA bookings ASAP.

But it’s not that simple, because most host agencies aren’t very good at NDC. This forces smaller agencies to use hosts when they might consider going out on their own to book AA otherwise, especially as AA continues to make commissions disappear. That’s not an option any longer.

> The fact that NDC doesn’t actually *work* when you need to make changes to support the customer is frustrating. My guess is that the AA execs have somewhat rose-colored glasses on this, and think “those issues will be fixed in > the next couple quarters”, even if that’s wildly optimistic. That would certainly match many technology migration projects I’ve seen at various companies.

No, AA execs know the score here exactly. The NDC issues they can get resolved, but that doesn’t mean it gets handled by the tech providers in the same fashion. So AA can update functionality in its pipe, but the companies like Sabre and others have to then integrate that. It takes far longer than it should to get any of that tech work done.

> If this really is just about pushing to NDC, then why not restrict mileage earning to those booked using NDC?

Because they’re trying to force a complete migration to NDC, not just shift some bookings. That’s why the “NDC booked threshold” is set to rise over time.

> This is a sloppy policy with a poor implementation plan

No argument there

> No, AA execs know the score here exactly.

Every exec presentation on software projects that I’ve ever been to has presented a roadmap and milestone schedule that is much more optimistic than what actually gets achieved. AA execs probably think that many of the NDC issues *on their side* will be resolved soon, even if that’s not true in practice.

> The NDC issues they can get resolved, but that doesn’t mean it gets handled by the tech providers in the same fashion. So AA can update functionality in its pipe, but the companies like Sabre and others have to then integrate that. It takes far longer than it should to get any of that tech work done.

The tech providers (and the customers of the tech providers) are exactly who this policy is aimed at. AA has concluded (probably correctly) that unless there is a very strong forcing function, the tech providers will probably *never* integrate NDC in a satisfactory way. This is AA saying “if you don’t make NDC integration your top priority, your customers are going to be screaming at you and threatening to drop you for a competitor”.

I sincerely sympathize with you and other agencies, though – you’re very much caught in the crossfire as AA seeks to influence the behavior of others in the ecosystem.

I think it’s quite simple. AA wants everyone to book direct, but if they cut off all travel agencies from receiving miles, it would generate a lot of pushback. Therefore, they muddy the waters by giving miles only for some travel agencies and not others. This prevents anyone from saying “you only get miles if you book direct” but at the same time encourages people to book direct.

It’s been a while that I don’t get frequent stay benefits when I book a hotel where I have a chain membership when booking through an OTA. I can see the providers not wanting to pay both commission to the TA and benefits to their members if they don’t have to. How did hotels get away with this and airlines did not immediately follow? Is it the airlines’ technology didn’t lend itself to a quick switch? If you know the trade-off for hotel bookings, you can choose to book direct or through an OTA. I see AA trying to push people hard towards the book-direct channel because of the value to them of the FFP. Am I missing anything?

AA has absolutely made it clear that they want everyone, including agencies, to only book via NDC. The problem is it doesn’t work. EDIFACT technology is not obsolete. It works. If they want to replace it, fine, but give us something that is functional instead of garbage they are pushing on everyone. The fact they created SABRE in the 50’s, and I am still using it today, says a lot. But it works. I have seen NDC, I have tried to use it, but it is so dysfunctional, and lacks many of the functions that current (and past) EDIFACT system have, that they need to produce a functional product before stomping their feet and throwing a tantrum because no one wants to play with them. We do want to use it, we just need for it to work in every situation that arises with our clients the way SABRE does. That’s all. Get over yourself AA. No one likes the bully. Put on your big girl panties and stop whining. My clients are perfectly fine with the other options available to them.

I could not have stated this better. If NDC were good, it wouldn’t be a problem, now, would it? But it’s not. Sure, if all one does is make simple AA bookings and NEVER change them, fine. But the practice of business/corporate travel is all about changes, maintenance on bookings that have schedule changes, and IROPS. NDC fails on those issues and don’t be fooled by AA marketing that tries to say to the contrary. I was for nearly 40 years a corporate agent. When did we have to call an airline for help changing an “edifact” booking? Practically never. Airlines expected us to handle all our bookings. And we provided a service that was cheap for them. When did AA ever pay for a health care plan for a Travel Agency? I will say this: provide a wonderful product in NDC and agents will use it. No one wants to work harder on a booking than they have to.

Now that I am retired, I no longer have access to a GDS so I have to use airline sites all the time. If NDC is like AA.com, I would rank it as a very poor system. Why? I book a lot of travel for myself and when I use AA.com what am I confronted with when I need to make a booking change? A pop up screen that advises me my booking cannot be changed online and I have to call an agent. I have to call an AA agent. Every booking, every time. So why should travel agents expect to think NDC is good if this new distribution system makes them have to engage an AA agent for changes/modifications/updates when edifact doesn’t? Which is the better of the two in those cases? The GDS Edifact bookings, at least, empowers agents to handle the changes and get the tickets reissued. NDC does not from all I hear.

The only purpose of NDC is “Nickel & Dime Capability” distribution to help airlines sell their ancillaries.

AA views itself as America’s low-cost network carrier, notwithstanding reality being that it has high costs. Its focus is to compete primarily on ticket price, with an eye toward infrequent travelers and leisure travelers. The calculus was probably that these less sophisticated passengers booking through OTA’s based on price don’t care too much about AA miles in the first place, so AA can save big by not awarding them in such instances. AA was already disfavored by the bespoke agents/sophisticated travelers who used agents like CF, so AA figured there wasn’t much to lose by making things even rougher on them. Of course, they could have taken a more nuanced approach to avoid punishing the more profitable customers who prefer using TA’s…but this is AA we’re talking about here.

Lars – But it’s the opposite. The OTAs will all be preferred whereas the rest are the ones who have to struggle.

I agree with you Cranky–Expedia will be preferred. Will big corporate host agencies? What have you heard–anything??

Claire – American is playing games here and refusing to tell people. Some agencies feel confident they will be included, but in the meantime, American can create doubt and try to get more people to abandon agencies.

While AAs communication and overall implementation of this are extremely poor (understatement of the century), they are trying to take the lead and get something, anything done. Having been to some of these IATA NDC working groups myself, I can tell you it is a bureaucratic nightmare getting something productive accomplished. This standard has moved at a glacial pace for over a decade because all the vendors and travel suppliers can’t agree on anything. As an airline, one can’t blame AA for not wanting to support 3 messaging standards indefinitely (TTY, EDIFACT, and NDC XML) with no end in sight. So here they are with the stick approach, and we’ll find out soon enough if it moves the needle in the right direction.

FWIW, my employer recently asked everyone to start checking fares for AA, UA, and LH directly on the airline website, because Amex GBT hasn’t been able to show the best fares in many cases.

So it’s not just the little agencies that are impacted here – the big players have a big NDC problem as well.

I was a corporate travel agent from 1974 to 1994. (I also did a lot of leisure travel and FIT’s) I started out hand writing tickets and retired when almost everything was done through computers. In my case, I worked in agencies using SABRE.

I left the business in the mid-90’s when American started – in earnest – to cut the travel agents out of the reservation/ticketing process. They’d been nit-picking the earnings of travel agents for years, but in 1994 or so, they went directly after us by stopping the payment of commissions. The other airlines followed suit, glad to have AA do the dirty work that made them more money. I left the business for other, more gainful employment.

I’ve tried to stay current about what was happening in the industry I had known so well and missed so much.

American Airlines has been screwing with the traveling public for many decades now. This “latest” is just that, the “latest”.

I fail to understand how this isn’t a blatant violation of section 1 and section 2 of the Sherman act.

Could you do a post reviewing American Airlines’ actions and the provisions of the Sherman act.

shimon – I’m not a lawyer and wouldn’t be able to get into a legal review like that.

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Growing up, Neha Arora didn’t have the easiest time traveling with her family—her father is visually impaired and her mother is a wheelchair user. “We’d travel 2,000 miles only to realize the place wasn’t accessible or wouldn’t give us the experience we were looking forward to,” says Arora. In 2016, she founded Planet Abled , a travel company that caters to the needs of people with various disabilities, a group the World Health Organization estimates at 15 percent of the world’s population. Arora isn’t the only one pushing for more thoughtful travel experiences—here’s a look at six companies focused on accessible travel .

Travel for All

Travel for All has organized more than 5,000 vacations around the world for travelers with a variety of requirements, including cane users, slow walkers, hearing and vision impaired persons, travelers with complex health issues like dialysis and developmental disabilities, and wheelchair users. “As multiple sclerosis began to affect my own personal travel, I researched what resources could assist me with executing travel using my wheelchair,” says CEO Tarita Davenock. “I was shocked when I saw the lack of services.” Every trip Travel for All plans comes with an accessibility specialist. “We research and give our clients the pros and cons of any area in the world before planning the trip, so our client knows what to expect while they are in that destination,” says Davenock. “Meticulous planning and great attention to detail are the keystones of keeping our vacations safe.”

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Seable Holidays

Seable Holidays specializes in trips for visually impaired travelers. All trips include trained chaperones—who undergo a background check—as well as inclusive sports and sensory activities like horse riding, scuba diving, kayaking, wine tasting, yoga, and tactile museum excursions. And everything is thoroughly vetted, with chaperones, activities, and accommodations tested by blind people before they’re recommended by the company. While trips are on pause during the pandemic, Seable Holidays will bring them back in summer 2022.

Easy Access Travel

Debra Kerper and her team at Easy Access Travel accommodate most types of physical disabilities in their solo trips and mixed group tours. While Kerper sometimes relies on her own experiences as a traveler in a wheelchair, she says every trip needs to be tailored to an individual client’s needs. To do so, the team spends time getting to know their clients to match them with the best vacation choice, and visits hotels and tourist spots for inspection, takes cruises beforehand, and collects information from trustworthy sources to ensure a safe, accessible, and fun experience.

Planet Abled

Neha Arora’s Planet Abled arranges customized tours for people with different types of disabilities, and also plans group tours that include non-disabled people. Their trips mostly take place in India and South East Asia , with plans to expand to countries in Europe, and popular activities include river rafting, skiing, trekking, and wildlife safaris. Some of their extra touches include assigning a travel buddy for the blind, seeking special permission from museums so clients can touch and feel the articles on display, and arranging for sign language interpreters for the hearing impaired.

Wheel the World

Alvaro Silberstein, the CEO of Wheel the World , was paralyzed from the chest down after surviving an accident at 18. This didn’t stop him from seeing the world—he’s since visited 30 countries on five continents. “I realized that people with disabilities should be able to explore places as anyone else,” he says. Most of his clients are adults or seniors with mobility disabilities and wheelchair users, and he can arrange solo travel or group trips. Silberstein wants to create more awareness around accessibility, and his company pays special attention to details like the height of beds, width of doors, and accessibility of bathrooms, compiling this information on the Wheel the World website. Their multi-day trips are designed with local tour operators with a focus on accessible travel, and includes access to adaptive bikes, beach wheelchairs, and equipment for hiking, skydiving, kayaking, scuba diving, and surfing—they’ve even planned Macchu Pichu trips for wheelchair users . The company makes sure “prices are competitive and the pricing is the same no matter if the clients have a disability or not,” says Silberstein.

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Cruises   --------

Go Travel was founded in Miami in 1979 – a time in which cruising as we know it now was just beginning to take shape. Previously, cruising had been purely destination-oriented, but over the last 40 years, cruising has evolved into an industry full of every option imas catering to families and children to exclusive small ship journeys and  vacation.

Groups   --------

Go Travel has been a leader in group travel for nearly 40 years. In that time, group travel has become an increasingly popular way to travel. Whether it may be a family celebration, bachelorette getaway, seminar-at-sea, or entertainment event, traveling as a group is fun, convenient and offers a fantastic opportunity for group members to network, while at the same time, see the world! You may opt for a land adventure, a shipboard journey, or a combination of both land and sea. We handle anything from small family groups to 500+ meeting/entertainment groups during which we can arrange a variety of activities including teambuilding, cocktail parties, meeting facilities, and/or specialty entertainment. Our close relationships with partners around the globe means that your group has access to special complimentary amenities. Plus, we negotiate the most competitive rates on your behalf, so you can rest assured your guests are receiving the best possible value. Furthermore, when organizing a group, the booking process can be extremely time consuming when you need to collect from each of your friends and family their individual information and preferences. Instead, let Go Travel manage the details of your next group trip while you focus on enjoying your memorable group getaway.

Corporate Travel   --------

​ CUSTOMIZED TOURS

Customized Tours

​ CORPORATE TRAVEL

Corporate Travel

My family has been working with Go Travel for over 15 years. My Go agent has dedicated her time and effort to ensure our family is always well taken care of. She handles all the details from airfare and airport transfers to hotel and excursion arrangements. And even with our family group of 15 people, she organized for us a seamless experience not only in terms of travel arrangements, but also in providing us great sightseeing ideas for the different age groups of our family. My Go agent and her team respond to every question/concern promptly and go above and beyond to provide us a wonderful service.

How to Schedule a KOREAN VISA APPLICATION Appointment (Korean Embassy Manila)

One of the countries I’ve been almost desperately wanting to return to is South Korea. So when the Korean government announced it would finally begin accepting tourist visa applications again, I was the first to book flights.

The problem is, Korea is an extremely popular destination, especially among Filipinos. While the Korean Embassy in Manila is still trying to get back to normal operations, visa applications started piling up. But that’s not all. The embassy has also posted a notice warning against submission of falsified requirements like certificates of employment, bank certificates, ITR or other documents, implying a rise in dubious documents it receives. According to travel agents we talked to, it’s because of this that the embassy became stricter and more meticulous in reviewing applications.

All these led to the Embassy limiting the number of applications it accepts per day. Walk-in applicants formed long queues as early as the night before just to make sure they make it to the cutoff. I know this because I have attempted multiple times! I fell in line for hours only to be told that they couldn’t accept my application because they had already reached the day’s quota.

Fortunately, the Korean Embassy recently launched an online appointment system! The good news is, it eliminates the need for applicants to physically spend the night lining up. The bad news is, as with any other new system, it can still be quite confusing. Thankfully, I was able to successfully reserve a slot while documenting the entire process. In this article, I’ll share with you exactly how to secure a visa application appointment with the Korean Embassy.

But first, a few reminders:

• Make sure you have the following with you: – a working e-mail address. You’ll need this to retrieve an authentication code. – your passport details, particularly your name and passport number.
• You can schedule an appointment for yourself and accompanying parents, children and spouse ONLY. Outside these conditions, applying for a group or other people isn’t allowed.
• The best time to book is the morning of the last Thursday of the month, which is usually when the embassy opens slots for the coming week. More info about that in the FAQs section below. “Usually” because this does change in some months. (Sometimes it gets moved to the Thursday before the last.) The Embassy announces on its FB page when there are changes. However, some slots do open up on other days if other applicants or the embassy itself cancels their appointment.
• Use Google Chrome. I find it to be more compatible to the website than other browsers.
• Be quick. The number of slots dwindle FAST and be all gone in a matter of minutes.
• This guide is only for individual applicants. You may apply via a travel agency but they will be following this same process.

Here’s how to get an appointment with the Korean Embassy for visa application:

WHAT'S COVERED IN THIS GUIDE?

1. Visit the Korean Embassy’s Consular Services website.

You can find it at https://consul.mofa.go.kr/en/main.do .

Under the APPLY FOR A CONSULAR SERVICE tab, click on RESERVATION TO VISIT A DIPLOMATIC MISSION . It’s the first button under this tab.

2. Fill out the non-membership log-in form.

On the next page, a pop up will appear: Please log in as a non-member to access this service. Click OK. Then, follow these steps.

• On the log-in form, click on the CONSENT TO ALL TERMS & CONDITIONS OF USE button. It will display the terms. Read and scroll down, and then click CONFIRM .
• Enter your name as indicated on the passport that you will use.
• Enter your email address.
• Click SEND AUTHENTICATION NUMBER. The system will send a code to the email address you just entered. It usually takes a minute or so, but at peak times, it can take as long as 30 minutes.
• Enter the authentication number you received and click VERIFY .
• Under contact information, enter your phone or mobile number.
• Click NON-MEMBERSHIP LOG IN .

3. Choose the embassy and service type.

Before you reach this type, you might be redirected first to a virtual “waiting room”, depending on how heavy the visitor traffic is at the time. The page will show you how much time (in seconds) you need to wait before it takes you to the reservation page.

Once on the Reservation page, choose the following:

• Under SELECT A DIPLOMATIC MISSION, choose EMBASSY OF THE REPUBLIC OF KOREA TO THE REPUBLIC OF THE PHILIPPINES. This is the Korean Embassy in Manila. (It’s toward the bottom of the list.) Note that there are two Philippine missions on the list. The other is the Consulate General in Cebu. Make sure you pick the right one.
• Under SELECT A CONSULAR SERVICE, choose VISA (INDIVIDUAL APPLICANTS FOR TOURISM). And then, under it, tick the box next to VISA (INDIVIDUAL APPLICANTS FOR TOURISM). It’s the only selectable box.

4. Select an appointment date.

You’ll see that not all dates are clickable. The grayed out dates cannot be chosen. Pick a date.

After you pick a date, click the radio button beside the time that applies to you. These are the time allocations:

• 08:30 – Visa Issuance Number holders only
• 09:00 – Koreans’ Filipino Family Visit (F6-1, C3-1, F1-5, F2-2)
• 09:30 – Individual Applicants for Tourism (C-3-9)
• 10:00 – Business (C3-1, C3-4, C4-5)
• 10:30 – Official Conference, Study and others (C3-1, C4-5, D2, D4, A1, A2, etc)

Even if there’s only one option, don’t forget to still tick the radio button. You won’t be able to move on to the next step otherwise.

If all dates are grayed out and not clickable, it means there are no more available slots at the time. You can wait and keep on refreshing.

NOTE: The Embassy usually opens slots for the coming weeks on the last THURSDAY of the month. That’s the best time to try to get an appointment. In some months, it gets moved to the second-to-the-last Thursday of the month. The Embassy usually announces changes like this on its Facebook page. However, this doesn’t mean that you won’t be able to find a slot any other day. Sometimes, the Embassy or the applicant themselves cancel their appointment, putting refreshed slots up for grabs.

5. Check reservation details and type your passport number.

‼️ Under NOTES, enter your passport number! If you’re also applying for your parents/children/spouse under this appointment, you should enter all your full names and corresponding passport numbers.

If you don’t fill in the SPECIFIC REQUESTS field, the Embassy will automatically cancel your appointment and you’ll have to find a new slot. I learned this the hard way, so don’t make the same mistake.

Once everything is in order, type in the CAPTCHA code and click MAKE RESERVATION .

A note will pop up. Check if all the details are correct. You won’t be able to modify it afterwards. If you need to change something, you’ll have to cancel and make another reservation. If everything is correct, click OK.

6. Print out your Reservation Confirmation.

You’ll be taken back to the RESERVATION page, which will now display your scheduled appointment. On the far right, under RESERVATION RECEIPT, click PRINT.

It looks like this:

‼️ IMPORTANT! Do not forget to print or save a copy of this receipt. They will check it when you visit the Embassy on your appointment date. Without it, you’ll be denied entry to the premises.

You’ll also receive a confirmation via email.

7. Show up at the Embassy on scheduled appointment date and time.

Bring the following:

• a printed or soft copy of your Reservation Confirmation
• Completed visa application form
• Passport and identification card
• All the other required documents

‼️ IMPORTANT! Only the visa applicants themselves whose names and passport numbers are indicated on the Reservation Receipt will be allowed to enter the Embassy. If you’re caught applying for someone other than yourself, your parents, your children or your spouse, you will be blacklisted by the Embassy.

FREQUENTLY ASKED QUESTIONS

I didn’t make an appointment. can i still make a walk-in visit to the embassy.

NO. Walk-in applicants are no longer accepted, regardless of the visa type you’re applying for.

An appointment is required to be allowed entry.

Can I make an appointment for my spouse (husband/wife)?

YES. On October 4, the Korean Embassy published an update announcing that spouses may now be included in group appointments. So now, you can schedule an appointment for yourself, your parents, your children, or your spouse.

Previously, it was not allowed. According to the Embassy’s FB page before, husbands and wives must make a separate appointment.

But the rule has since been changed.

Can I make an appointment for my siblings (brother/sister)?

NO. You may only apply for yourself, your parents, your children, or your spouse.

Siblings are not included in any of the Embassy’s comms, even though they are immediate relatives, too.

The Embassy adds: “Your appointments for your cousins, nephews, nieces and other relatives will be cancelled by the Embassy.”

Can I make an appointment for my friends who will be my travel companions to Korea?

NO, they must secure an appointment slot on their own even though you will be traveling together.

Each applicant can book only for himself alone or for a parent, child, or spouse. If your companion isn’t a parent, spouse or a child, they need to secure a separate appointment.

Can I make multiple appointments under my name?

NO. Only appointments for yourself, spouse, parent or child will be accepted. All of your appointments will be cancelled by the Embassy.

If you’re caught making two or more appointments under one name, you and all the other applicants associated with you will be blacklisted by the Embassy.

When is the best time to book an appointment?

The Embassy only opens slots for the coming two week every other THURSDAY. This is the best time to try to get an appointment. In some months, when the last Thursday falls towards the very end of the month, the opening gets moved to the second-to-the-last Thursday of the month. The Embassy usually announces changes like this on its Facebook page.

Here’s the schedule for the next few months.

For June 2023, it is scheduled on JUNE 22 (the second to the last Thursday), NOT JUNE 29.

However, this doesn’t mean that you won’t be able to find a slot any other day. Sometimes, the Embassy or the applicants themselves cancel their appointment, putting refreshed slots up for grabs.

I keep on getting this error: 시스템에 일시적으로 장애가 발생했습니다. 잠시 후 다시 시도하여 주십시오. What does it mean?

It reads: The system has temporarily failed. Please try again later.

You may just refresh the page because it would keep on giving this error no matter what you click.

Updates Log

2023/4/27 – Reflected 2023 Q2 schedule updates 2023/1/26 – Reflected 2023 Q1 schedule updates 2022/10/11 – Reflected the October 4 update that includes spouse in application appointment. 2022/9/29 – First up Published: 2022 • 09 • 21

More Tips on YouTube ⬇️⬇️⬇️

Is this post helpful to you?

Related Posts:

• HOW TO APPLY for a SOUTH KOREA VISA in MANILA
• KOREA VISA FOR FILIPINOS: Requirements & Frequently Asked Questions
• HOW TO APPLY for a SOUTH KOREA VISA in CEBU
• SOUTH KOREA VISA APPLICATION FORM
• KOREAN VISA: LIST OF TRAVEL AGENCIES Accredited by the Embassy
• How to Check Status of Your KOREAN VISA APPLICATION Online: Approved or Denied?
• SOUTH KOREAN SHORT-TERM VISAS Temporarily SUSPENDED!
• List of Accredited Travel Agencies for KOREAN VISA Application

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hi, i was able to booked an appointment but i was super “taranta” so i just put my name and passport no. and forgot to put that of my family. when i checked my reservation i was able to edit and put my parents name. question is, do you have an idea if they will accept this or will they forfeit my reservation? thank you

Hi Shelley! I can’t be sure because I haven’t experienced something like this. But I think it’s OK as long as you print the reservation receipt again and their names should be on it.

In my case, when I failed to enter the right details, I was informed the next day that my reservation was cancelled. If you don’t receive any notification that yours has been cancelled, then I think you should be fine. But again, this is just my guess.

How about cebu? Pwde pa ba mag walk in dun?

Im trying to book an appointment for me, my husband, daughter and son…when i was filling up the special request to put all our full name and passport it doesnt fit since only max 100 characters are allowed. Do u think its ok if i just put all our first name without last name then passport number?TIA

Hi, when you applied for your family do they need to be with you sa embassy on the date of the appointment? TIA

May i know if naging ok?

Yes..inaaccept nila ung first name wala na tanong tanong…

Hi, any update on this? did they get your application even first name lang nakareserve? thanks

Hi, so far d naman rejected yung appointment namin.will come to know on 14th only when we go there.i got hard time kasi booking an appointment palaging puno slot.

Hi Sheene, not sure, but I would probably do the same since there isn’t much choice.

Thank you!!!

Hello po. I’m just wondering if applicable pa ba yung BDO/BPI credit card promo when applying for Korean tourist visa? Sabi kasi if mayron nun onte nalang requirements isusubmit? Then the cc site says promo is valid until end of this year.

Hi Cher. Naku, di ko po sure if ongoing pa ung promo now.

Hi, Do they require booked itineraries already once you apply for a visa?

Hindi naman po.

Hello, anytime po ba mag l-login same process po sa number 1 and 2?

Hello, kapag inaapply ko rin ang spouse ko and children need pa ba sila isama sa appointment? Or pwedeng ako nalang pupunta? Nakakuha kasi ako ng slot may pasok ang mga Bata.

Same question here, i tried to search pero wala ako mahanap if ok lang na d na sila kasama.

Can I reschedule my appointment po or hindi?

Ang alam ko po ay hindi.

Hello, can we include grandchild sa special request since minor namn sya, student and i am sponsoring his trip o talagang separate application din sya? TIA

Hi. In the Non-membership log-in, it says there to put name as seen in passport. May I ask if I should include the middle name? Is there a required format ? (surname first then first name or first name, middle name, surname?)

I have 3 previous SK visas but this is the first time that I’m doing the online appointment. Thank you for any input.

Hello! When entering your name as shown in passport, is it in the order of A. [FIRST NAME] [MIDDLE NAME] [LAST NAME] B. [LAST NAME], [FIRST NAME], [MIDDLE NAME] C. [FIRST NAME] [LAST NAME] D. [LAST NAME], [FIRST NAME]

Hope you can help!

I got an appointment last Nov.18 . i suppose to apply just tourist visa. Before i applied business visa 3months With invitation of korean company.

When i’m in the embassy guard instruct me at window 3 i submit all my documents w/o invitation and the person assist me ask the invitation letter if you cant provide it will more chance of deny application.

Next week will arrive my invitation , it is possible to re~consider my appointment last Nov. 18 to re~submit application once my invitation arrive?

Can i represent my daughter at the embassy to submit her application because she must not absent in the school since she is academic scholar.

Hindi po ba instant ung pagkaka-received ng authentication code sa email? im currently applying now, pero hindi pa rin ako nakaka-received ng authentication code.

Sa case ko po, if I remember correctly, a few minutes lang dumating na. Pero sa teammates ko, mas matagal, umabot 20 minutes yata yun. Dun sa isa naman, hindi dumating yung code at all kasi dami nag-aapply at the same time.

[surname, given name middle name] po ba ung format sa online appointment?

Hello po! Thank you for this detailed post. Mas malaki po ba ang chance na ma-approve ang Korean visa if ikaw mismo ang magsusubmit sa Korean Embassy ng requirements as compared to seeking assistance from an accredited agency? Thank you po!

Hi Cza, I don’t think it matters. But ang OK lang when coursing it through a travel agency is you have an extra layer of checks, so if mayroong makita ang agency na kaya mo pang idagdag or alisin to improve your chances, lalo if complicated yung case, they can give advice. But the submission method per se doesn’t have weight, I think.

I tried awhile ago to inquire in an accredited agency. Wala na daw silang slot for visa assistance. A few minutes later, they offered a travel package which includes visa application assistance. I prefer DIY travel ksi. Assistance on visa application lng need ko kasi I’m from South Cotabato.

Hello! Do you have any idea of the time frame for the approval? Back in 2019, it took 30-45 days before you can find out if you got approved or not.

If I applied for my parents and child, do I need to bring them along for the consul appointment or it’s okay showing just by myself?

Hi, Can i ask someone to collect the my passport on my behalf ..ano po yung mga requirements? Individual application not through agency thank you po

How can i book an appointment here in korea embassy in the philippines

Hi! 1st time traveller with my husband pero si husband sa ibang country mag mumula at mag pprocess ng korean pwede. Ano po kaya mga dapat na requirements ko na dala?

Hi! For Nonmembership log in, it says Enter name as shown in passport, is it Surname, Given name or Given name Surname?

Hoping for a replyyy. Thank you!!!

Please indicate your surname, then given name. Kumbaga how Koreans write their name, too. Surname muna.

Hi Yosh. I tried the online scheduling today. But is it normal that i tried several times but its always error. I tried twice and got authentication number sent to my email but everytime I entered it for verification. It always Error. Try again later. Then it will return to WAITINGROOM again which will take 30mins more… How can i really get an appointment if this website always like this?

Hello. They said that travel agencies can no longer process Korean visa,is this true?

The travel agency accreditation system has been abolished, so there are no more “designated travel agencies”. You may still apply via any travel agency but they will have to go through the same process as anyone else, in terms of securing an appointment. :)

If i was able to logged in as non member but have not booked an appointment, is it ok to log in multiple times?

Yep, you can log in naman multiple times.

Hi, how fast do slots for appointment reservation close? I’m supposed to travel first week of May and have yet to secure an appointment slot.

Based on experience, when slots open, they are gone in minutes.

Hi! Renewing my Korean visa which expired in 2020. Can I include my 9 year old grandson’s visa application in my appointment schedule? His single mom is currently studying/working abroad. I have his mom’s notarized Affidavit of support and consent. I want to bring him to Korea for a short vacay.

Hi, I missed answer two questions on Visa App: #8.8 (relatives in Korea) and #11 (assistance w form) and I may hv made mistake in Purpose of trip. Encoding Tourism, while my purpose is Business. Do I need to change the application form? My supposed trip is on Mar 06 2023. What your experience for this kind of tight schedule? Thank You

Hello po . Pag nakabook po ba appointment for visa, may interview po ba or submission lang ng requirements ang gagawin po?

Naka reserved ako ng appointment and unfortunately hindi ko nailagay yung Passport Number ko sa notes sa sobrang taranta, pwede pa ba tong ma update? or ano kaya pwede ko gawin? Should I email them?

Hello, i tried to book for an appointment. i clicked the make reservation na ang clicked ok. wala pa rin siyang lumalabas. And nagkamali ako, naclick ko yung check reservation. tapos bumalik siya sa waiting room. May idea ka po anong meaning nun? hindi po ba yun na get thru? :(

what’s the diff between membership and non-membership login?

Membership: you can log in when you need/want to. Its advantage is that it’s more efficient than the non-membership login. Non-membership: less efficient since you have to wait for the OTP to arrive at your email pa. From what I hear, matagal siya dumating sa email address mo on days that the reservation slots are opened.

I would recommend that you make an account (membership) prior the appointment slot para mas mabilis ka na makakuha ng slot. Hope this helps!

I was able to get an appointment slot, though I don’t want to take a leave on the appointment day due to work. Pwede ba ipalakad yung documents ko sa travel agency?

Di ko po sure ah, pero I think dapat ikaw. Kasi if ipapalakad sa agency, you should’ve chosen Travel Agency dun sa options po.

options po saan?

Naku, March pa po itong reply ko sa kanya. Baka iba na po ngayon.

Hi Yosh! Thanks for replying to my concern. So in my last application, pinalakad ko siya sa travel agency. Pwede naman pala :) My application was also approved.

Hello pag na blacklisted ba sa online appointment may iba pang way para makapag appointment ng visa?

Hi, thank you so much for this very informative content ☺️ may I ask how much is the visa fee? Thank you again ☺️

It’s FREE of charge.

About PSA Birth certificate and marriage certificate okay lang ba na almost 2 yrs ago na kinuha sa PSA, will they still accept as long as galing sa PSA?

Just make sure that it’s still the original copy, and updated ang details.

Are covering letters required or optional?

Cover letter for visa application? Optional.

Hello! I still have a valid visa but will be the one applying sana for my senior father & minor daughter. Do you know if thats possible? TIA and Thank you for the very informative post.

Hi Justine! I’m not sure if it’s possible, but I *think* it is allowed.

Hello, when claiming the Korean Visa in the embassy, do we need to print anything again? And how would we know if our visa already okay for pick-up? Thank you.

Hello po! Mag a-apply palang po kaming passport this Apr. 17 then sa Apr. 27 po open ng slots ng Embassy. Pede po kaya mag sign up na kahit wala pa po passport on hand?

**Additional: May format/ template po ba ang letter of invitation for Korean visa?

Ask ko lang po kujng pano po kapag mag aapointment sana ng date para makpunta sa Embassy para malaman or macheck po kung wala po kami sa list ng BAN For re entry sa korea.. Dto din po ba mag appointment?

Hi,ok lang po ba na ibang email address ang gamitin sa pagkuha ng visa appointment slot? Nag pa book kc ako ng appointment online then email ng setter ang nakalagay pero name ko naman ang nakalagay sa reservation hindi po ba yun magkaka problema?explain ni setter email nya ang nilagay nya to get the authentication code at maka pag pa reserve ng slot.wala daw po yun magiging problema…any adia po?tsaka tanong ko na din po pwede ba include ang name ng mga makakasama ko sa tour like spouse and children with their passport numbers bali 1 family kami 3pax?or need ko sila kuhanan ng separate appointment?pls enlighten me po tsaka pwede ba hindi na isama ang spouse and child kc may work at nag aaral anak ko. ako nalang pupunta sa mismong appointment schedule?thanks po

hello, may nabago po ba dito? pwede po ba walk-in? thank you

Hindi pa po pwede walk in. Need pa rin po ng appointment

Hi po.. when booking an appointment ano po difference between Individual application for Tourism 1 , 2 and 3? thanks po

No difference naman between the three. They just have more slots na ngayon probably due to the demand. :)

Hi! Question, how many days usually ang visa approval? Thanks!

Hi! In my experience, usually a week after mo malalaman if you’ve been approved or not.

For Korean visa, can I make one appointment slot together with 2 adult single children? thank you

Hi may I ask if pinayagan po?

what are the documents needed for my nephew? he’s still a minor (13y/o)? gusto namin siyang isama. pwede bang ikuha ng appointment siyang mag isa?

Applicable pa po ba ang travel agency visa application?

Thank you po sa mga sasagot

Hi Maureen, pwede pa rin yata but need yata nilang dumaan sa same process as normal applicants. To be honest, sa sobrang daming beses nagbago, kahit ako naguguluhan na.

Hi! I’ve been traveling this summer and am not in my home country (USA) but I will be studying abroad in Korea this fall. Therefore, I need a student visa. However, in Japan, I checked the online embassy calendar for visa appointment and it’s full for all of July. I was debating on whether just going to the Korean embassy in August before school starts and getting a visa there. But I was wondering how long it takes for the visa to come… Also I think I would have to reserve a visa appointment at the Korea embassy and not be able to walk up. Is there an online visa application form because I cannot find it.

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Winter's last gasp is a going away present for Ottawa, Eastern Ontario

Winter is expected to provide what is hopefully a going away present for the capital region starting Wednesday.

Environment Canada has issued a snowfall warning for the Ottawa region, as well as the Brockville, Leeds and Grenville area.

“Snowfall with total amounts of 15 to 20 cm is expected (Wednesday) into Thursday,” the agency said in a bulletin issued at 4:51 a.m.

The storm should begin with rain Wednesday morning, and “slowly transition to snow late in the day,” the warning said.

Snow is expected to continue through Wednesday night and taper off Thursday.

In a Wednesday afternoon memo, Scott Caldwell, Ottawa’s manager of parking services and public works, said the city will closely monitor the spring storm over the next 48 hours.

He said the city’s response will vary, depending on conditions, as “there remains uncertainty on the exact details of this spring storm.”

“A s the precipitation moves in, we will keep a close eye on sidewalks, roads, and the winter cycling network and deploy resources as needed,” Caldwell’s memo reads, adding that snow is expected to be wet and heavy as temperatures hover around freezing.

“ Roads and Parking Services will continue to monitor this weather system and the transportation network throughout the evening and overnight,” he said.

As of Wednesday afternoon, the Chief William Commanda Bridge remained open, but the city will be monitoring conditions on the bridge closely, Caldwell said, and if conditions worsen, “ it will be closed for the safety of pedestrians and cyclists.” 

Forecasters warn that poor travel conditions are expected, especially Thursday morning.

With temperatures hovering close to freezing, “the snow may be very heavy and wet in nature.”

“Rapidly accumulating snow could make travel difficult over some locations,” the agency said.

“Visibility may be suddenly reduced (and) highways, roads, walkways and parking lots may become difficult to navigate due to accumulating snow.

The weather front is expected to clear out Thursday night.

Snow flurries could continue Friday and sporadically over the weekend.

• Ontario government tells Ottawa woman OHIP won't cover $110 Pap test from Appletree clinic
• CHEO's Alex Munter has not had a raise since 2012, an anomaly among hospital heads

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