Kate Germond was a great agent when it came to planning our big trip. This was a special "once in a lifetime" trip to celebrate 50 years of marriage and my wifes 70th birthday. The trip was an adventure back to my roots and we will never forget all that we did. And we did a lot! The 14 days were amazing. She took care of the add ons and transport without a problem. Thank you Kate for connecting us with Gate 1 and we will always turn to youfor guidance with future trips. Thank You Kate! read more

I used Custom Travel for over a decade in past. The agent's name was Chet then. She helped me with airfare, vacations and cruises. I decided recently to book airfare to Saint Maarten We already had our accommodations. They came back with that they only book airfare for vacation packages read more

I booked with custom travel for our honeymoon then Covid hit causing us to reschedule to FL well then Covid got worse and we then decided to change again to PA. Unfortunately custom travel only had 2 hotel options we did not receive any guidance on what we could do here I was told to "ask the hotel" and here we are on our honeymoon with all attractions an hour drive from our hotel. We were also charged $600 in fees for switching and when I asked why the agent told me "well it's not coming out of your pocket you had the money in your honeymoon fund".... that's still my pocket! I don't think my family/friends wanted their gifts to go to fees. I'm extremely disappointed I understand Covid affected everyone but guidance from our travel agent would be nice. We decided to cut our honeymoon short. read more

Kyle at Custom Travel planned an amazing honeymoon to Greece (Athens, Santorini and Mykonos) for my husband and I. He met with me before to review the itinerary, and the many other details of the trip including a ferry ride and a flight which he kindly booked to travel from island to island. We were so lucky to have Kyle. There was no way I would have had time to book a trip like this while planning a wedding, finishing grad school and working. Kyle was professional, knowledgeable and accommodating. I would recommend Custom Travel to anyone booking a trip to anywhere! read more

I have used Custom Travel for 3 vacations in the last 3 years, it is such a breeze to book with them! I have worked with both Veronica and Sandy...both are knowledgable and work hard to stay within my budget for every trip. They do the hard work and research for you. No matter how difficult my requests were (needing to leave at a certain time of the day, only wanting a certain room type, only wanting to fly out of Bradley, etc.), they were able to meet all my needs. They actually listen to you! They sent me on 3 AWESOME trips (Sandals Antigua, Rivieria Maya in Mexico and Disney). I am also planning on using them for my honeymoon next year (they offer a free honeymoon registry!). I know that will be the best part of the wedding planning process and they will make it so simple!! I have found great customer service at Custom Travel - something that can be hard to get today! read more

Went to Europe in 2017 England France Switzerland and Italy ! We were helped by the son Kyle making arrangements. My husband got sick waiting over 4 hours in England's airport and after calling the agency from England we received a driver after another hour waiting ! We made it to France where my husband spent our 3 days in hospital for respiratory distress! Not a call or concern from agency or tour group! Switzerland next, he starts to cough blood and makes it back to hotel to call family Dr who awaited our return. We went to Italy taking every precaution and everyone on tour was coughing that we just wanted to get home ! When we arrived in New York again arranged by Kyle , driver did not show up for over 2 hours and upon calling Kyle who sounded irritated our driver arrived another 2 hour wait ! We were never asked about the trip or my husband's health ! I would not recommend this company at all !!! Worst experience ever !! Use your money wisely and look around for other travel agencies! Brenda Carlson read more

We love custom travel. Everyone is knowledgeable and helpful ! Great group of people and fun also ! Customer focused.

Veronica and her team were so easy to work with from the beginning. Knowledgeable and made great recommendations which lead to an amazing honeymoon. They were also great under pressure, as our flight got cancelled 3 days before we were to leave and we ended up having to leave 2 days early. Within about a half an hour, Veronica had gotten back to us with options for hotels for the 2 extra days and was able to get us into our already scheduled resort 2 days early and without having to switch rooms. She was amazing and we really appreciated all her hard work. Highly recommend. read more

Wanted to take my husband on a retirement gift trip. We saw Kyle and he was professional, personable and was on time with all our appointments. Never got tired of answering our questions and made us feel comfortable. Great guy and a wonderful experience. read more

Veronica is like a human version of that Staples "easy button." She makes the whole process so simple, straightforward and understandable. She'll shoot straight, and she won't steer you wrong nor waste your time. You can expect honesty, helpful suggestions, incredible customer service, and excellent value. Every one of my immediate family members have worked with Veronica, as have many of my closest friends. There's a reason why people keep coming back to do more business with Custom Travel. read more

Veronica initially was very attentive, helpful, and eager to accommodate. She set up a bunch of reservations for a friend of mines wedding. Mine was a little more difficult as I was sharing a room with someone and splitting the bill. I was the first to reserve, but in my humble opinion I feel I received the worst service. The stay was at Sandals Grande in St Lucia, and as a service member I receive a 10% discount according to their website. The front desk personel of the resort told me Customs Travel had to issue the discount, somewhere along the lines this was lost to me. Also certain things I was told would be included, weren't. I was sharing a room with a friend, who ended up not being able to go. The attitude that came with not having his payment was absolutely unprofessional. After two weeks of Veronica attempting to contact the other person in my party, we realized I would either have to cancel or pay the full bill. She contacted me and informed me of her inability to get in contact with the other party member. I offered to pay after I was done teaching a class I was heading to, or the following day. The reponse to this was quite unprofessional to say the least. Needless to say my students had to wait a few minutes for me, as I spent an extra few minutes making sure she could have the payment immediately. Around the time of making the final payment, I looked at the Sandals website's prices. The prices were close if not the same. And from the professional manner in which the resorts employees conducted themselves with, I think I would have been much happier booking with them. I would have not thought certain activities were included, and would have went about the proper manner in receiving a military discount. In my opinion I should have booked online and avoided the middleman. I will not book travel with Veronica at Customs Travel again. read more

If you must use Custom Travel, be forewarned, Veronica's method of doing business, in polite terms, can only be defined as mercurial. Warm and attentive if you do exactly as she recommends, icy and rude if say for example you want to provide some input into how your precious dollars are being spent. At times, her responses appeared to be a vaguely disguised temper tantrum. In this day and age of booking online travel, why on earth would I pay $60 more dollar to buy a ticket through a travel agency when the prices posted on all the airline search engines is clearly less? Suffice it to say, she does not like these types of questions. So if you are part of a destination wedding, and have to use Custom Travel, get ready to do Veronica's bidding or face the wrath of an inappropriately angry travel agent. read more

My husband and I just got back from our flawless honeymoon. Veronica was wonderful and made our honeymoon a dream come true! We are going to use her for our up coming trip to Vegas! read more

We just returned from our honeymoon and used Custom Travel to book our Sandals vacation. We were so glad we went through a travel agent and specifically Veronica at Custom Travel. Especially on your honeymoon, you want someone with knowledge and expertise who has your back to make sure everything goes smoothly, and Veronica definitely was that resource. Throughout the entire process, she provided value every step of the way-- whether it was giving us honest advice about which resort and room categories were best, answering all our questions via email and phone calls leading up to the trip, arranging for a birthday cake to be delivered to my husband at dinner while there, and just being available when we needed her most. After missing our flight at the airport due to holiday travel gridlock, Veronica was available on the phone (on a holiday weekend Sunday morning, no less) to help us find different available flights and successfully get to our destination. Even though we booked our own airfare, Veronica still went above and beyond for us with regards to flight status and information. When we did arrive at Sandals, we were given an amazing room upgrade that was several room categories higher than what we reserved and paid for. We know it was definitely with Veronica's proactive, direct contact and relationship with the resort that made this happen. To me, it is just a no-brainer to use a travel agent to protect and help with a major investment such as a vacation. I can't recommend Custom Travel enough, and we'll be definitely using them when we book our next trip. read more

I recently planned a destination wedding (cruise) through Custom Travel. I first met Veronica, the owner of Custom Travel, at a Bridal expo in Hartford where she took a substantial amount of time to explain to us what kind of destination wedding services Custom Travel offers, and she immediately found time to meet with us at her office. She is approachable, friendly, helpful, and quick to respond. She handled the reservations of our 24 guests, freeing up our time to plan our wedding. When the cruise line made changes to their prices, Veronica was able to secure us a price reduction twice. She followed both of these changes with letters to each of our guests, detailing the price change and clearly listed the dates by which payments had to be made to the cruise line, even though this created a significant amount of additional work for her and her staff. I couldn't disagree more with some of the reviews below. One of our own guests was particularly difficult, and while Veronica would have been right in responding offensively in return, she handled the situation with professionalism and grace, for which I am extremely grateful to her. Someone below commented on booking online in the future. However, few things are more stressful than having to sort out a problem online or going through an automated system to make changes to your reservation. At Custom Travel you are guaranteed to speak with someone directly. I chose to book through a small, local business because I believe in supporting them. Veronica and Custom Travel come highly recommended and I would certainly book vacations or group events through her again. read more

I have been traveling around the world for years now and I am appalled at the service I received when trying to book an excursion for my best friends honeymoon through them. My best friend planned a wonderful trip to Greece and I thought it would be a wonderful wedding present to get them a yacht experience in Greece. The sales agent Kyle, who I was originally working with, was friendly but wanted me to give my credit card over the phone. I was weary but did it anyways to purchase the excursion for them. He said it was all set and he would let my best friend know when she picked up her package before the honeymoon. Then, a MONTH later, while my friend is on her honeymoon, I get an email saying they think my card was never charged because it was from a foreign vendor and that my friend had to pay for the cruise out of pocket on their honeymoon. I absolutely had the money so it wouldn't have been that! Embarrassed, I looked and I wasn't charged for the excursion. I then started thinking, why would the agent at Custom Travel not tell me immediately my card did not go through? Also, with my credit card I get alerts if the credit card company thinks it's a faulty charge so I can approve it. I then told the sales agent that I was not happy with what he wanted to do via email - so I asked for the owners number. The agent advised she would be there from 10 to 4 and gave the direct number. I called and she'd gone to lunch at 11:40 am. 40 minutes later, she called me back and told me she wasn't sure what the issue I had was and that I shouldn't be upset - all I needed to do was to give another credit card so she can give the reimbursement to my friend via check. I was trying to explain to her that I was embarrassed because this was my gift and going through a travel agent this should have been caught prior. The fact that my friends had to pay is embarrassing after I told them what I had got them for a gift. She continued to talk over me, I then told her listen I'm frustrated and talking over me is not helping. I felt like they should have caught this in advance and asking me to pay with a new credit card after it was their mistake doesn't make sense. I asked if there was anything she could do to be accommodating, she said no, why would we - you hadn't paid for the excursion. So, I then said I am very frustrated with this situation (at which she exclaimed WHY cutting me off again) and I would pay my friend directly for the excursion. I said I'm going to get off the phone now and I'll be writing a review. I hung up. The kicker is, she called me back and left me a 2 minute voicemail. She said in the email that I should not be upset and she isn't sure why I am. She said her company never does this and she was trying to be nice to my friends allowing me to do book the excursion in the first place (however, they have a honeymoon registry on their website - which is literally the same exact thing that I was doing just not through the registry!). She then told me in the voicemail it was my decision if I wanted to leave the review but she was just trying to helping my friend get their money back and she would involve her lawyers if she needed to! She went on and on - but to be honest at this point I was checked out. The simple fact she threatened me with lawyers because I was going to write a review about my experience is preposterous! It's called freedom of speech; read about it sometime in the constitution. She is rude, is not empathetic, lacks listening skills, and I'm surprised there have not been more bad reviews. The company is clearly disorganised and I would NOT recommend booking travel through this company! read more

Good planning but not too much knowledge of the insurance plans. Did not let me know that there were tiered plan options. Simply sent me a link & told me if I had further questions to contact the insurance company myself. I knew my situation wasn't a covered option so I didn't call. Figured I'd reach out if/when it occurred because my circumstances are extenuating. When I called the insurance company to explain she said I could've purchased a policy that covered cancel for any reason up to 75%. I was stunned that the agent did not let me know all my options prior to booking the trip. If I wanted to do all of the work myself I would not have gone to an agent. So I would not recommend this company. That was a minor detail that I would have appreciated knowing without having to do my own digging, Furthermore, the owner emailed & put me down for saying I would not recommend them to anyone. Said Americans use this as a weapon now, which is quite offensive. read more

Do not book through Custom Travel! Terrible experience! My parents and I booked a family trip to Mexico for my cousin's wedding. A few weeks before the trip we were devastated with the news that my mom has stage 4 cancer. On her doctor's advice we had to cancel the trip and relied on Custom Travel to process our trip insurance claim. Custom Travel was unprofessional, unreliable, and neglectful with processing the claim. Shame on Sandi and the insurance company, Travel Insured, for not even being able to perform the bare minimum of their job and keep to the terms of their business contract during such a stressful and horrible time. read more

I am terrible about making reservations and booking vacations on my own. I work far too many hours at my job and don't have time to do the research. I have booked my last 4 vacations with Veronica and couldn't be happier. I recently booked my next vacation with Veronica to Jamaica. So excited! She took care of everything top to bottom. The only thing I have to do is get to the airport on time! Thanks to Veronica and everyone at Custum Travel for making my vacations relaxing and worry free. read more

Veronica keeps part of your deposit without telling you up front. My experience with her was absolutely terrible. We had to cancel our trip after only putting down a deposit and she kept a percentage of it. Before booking I specifically emailed her asking, would there be any penalty fees if we had to cancel after paying a deposit. She replied, saying no. When i questioned her about keeping part of our refund, she became very angry, to the point she screamed at me uncontrollably in her office. I remained calm and left only to hear her still screaming as I walked out the door. It was quite disturbing although I was aware of others who had experienced similar situations. I had called the cruise company and all surrounding agents and they all said they give a full refund within the time period we had to cancel. read more

Veronica is definitely knowledgeable about the travel industry but with that you will also get a side of rudeness and abrasiveness. We chose to work with Veronica to help plan our destination wedding in Turks and Caicos because she was initially recommended to us by some friends who were also using her for their destination wedding in Mexico. Unfortunately, they didn't realize that using her was a mistake until we had already hired her. I can say she was helpful in getting us to chose a location but beyond that we could have had a happier experience without her. When we went to the other couple's wedding in Mexico the bride regretful informed me that Veronica was very rude to her guest and unfortunately I had already experienced this. Once she argued with me on the phone for 15 minutes over guests who were not interested in booking with her. I had a quite a few guests that after speaking with her or her associates were offended and decided to take their business else where. She switched due dates that payments were due and often didn't have the correct information when it came to the amounts guests owed. She almost over charged us $1000 for our accommodations. If we hadn't been keeping track we would have been in trouble. She even argued with one of my bridesmaids about her balanced owed until she finally realized she was in the wrong. Very disorganized. Even after our wedding was over (and it was beautiful) she yelled at my husband over the phone and he had to hang up on her. She often acted as if her doing her job was her going above and beyond. I think that Custom Travel needs a review course in customer service and just plain politeness. The wedding was beautiful but getting there with Custom Travel was a rough experience to say the least. read more

Very thankful this Thanksgiving that a friend pointed us to Custom Travel three years ago. They've helped us plan our last two European vacations and both were wonderful because they actually listened to our needs rather than trying to sell us something that provided them with the best commission. We had some minor problems on both trips, but they quickly advised us on how to resolve them. Looking forward to contacting them soon for our next adventure. read more

We worked with Veronica to plan our honeymoon in Hawaii last year, and now she is currently helping us plan a trip to California. Veronica is so accommodating and knowledgeable. She is a traveler herself so she is able to make recommendations from personal experiences. She helped to make our honeymoon absolutely perfect! We even received a bottle of champagne and card from her upon checking in. Would definitely recommend working with this agency. read more

At first my experience with CT Travel was great! I worked with Olivia and she was a pleasure to work with. When I arrived to my resort and was informed that I wouldn't be getting the room I had paid for, I was upset. I had contacted CT Travel and was speaking with Olivia about my challenge. I requested a refund for the addiotnal money I had spent on the room I wanted. She was not able to assist so she handed the phone to the owner, Veronica, and that is when my entire experience went downhill. Veronica was rude, would ask me questions and then answer them herself, would cut me off at every attempt to answer or ask for something, and has no manners what so ever. I will never use them again, which I am sure Veronica will be pleased to know and agree with since she has no morals. My overall experience would put zero stars but that is not an option so, Veronica gets one. read more

We used Custom Travel to book our honeymoon to Sandals Grande Antigua. The resort was just fantastic. Veronica was wonderful and her knowledge of the Sandals' properties is unmatched. She took care of everything! It was such a treat to have someone take care of literally EVERY detail...now I won't book travel without her! read more

Scary experience. Inappropriately angry and unprofessional described Veronica's behavior with us. There are other travel agents in the area who will treat you as if they actually want your business. read more

The Custom Travel team and Veronica were a great asset to myself and wife in planning and handling our Destination Wedding and Honeymoon. Veronica offers exceptional value and an outstanding customer service. We met Veronica at one of the bridal shows and she took the time to answer all of our questions at the show, gave us information, and then we arranged to meet at her office to talk in detail and start the planning for our incredible Wedding and Honeymoon. Veronica offered us plenty of suggestions for places, we narrowed down our choices, and Veronica gave us her honest, straight forward opinions of the resorts. We booked our Destination Wedding at Sandals Royal Bahamian. Veronica is a Preferred Sandals Agent and can get you VIP service and upgrades. While at out Resort a small issue arose and I picked up my phone and called Veronica and she took care of it.All in all, she gets the job done,with no fuss. I never have to worry, because I know my wife and I are taken care. Custom Travel also took care of our family and friends traveling with us. We have since become regular customers and anytime we travel, all I have to do is just call,send an email, or just stop in the office, and Veronica and the team take care of all our travel needs. I have and continue to highly recommend the team at Custom Travel. read more

I have been a customer of Custom Travel for many years. Every trip that Veronica has planned for me and my family has been worry free and easy. With children in college now, we only get to plan one vacation a year and I want to make sure it is top notch. I simply don't have the time and money to waste on a trip that I will find mediocre. Veronica makes sure that happens for me. From all inclusives to cruises she always has the best advice and recommendations and has never steered me wrong. She goes above and beyond what is necessary to make our trips a success. Every phone call or email is promptly returned with reassuring answers. Vacations are made to be stress free and to get away from all your worries and she makes sure it happens. We are currently planning a trip with Custom Travel for this July to Beaches Negril Jamacia and Veronica has been chock full of knowledgeable tidbits. After all, Custom Travel had recently won the top travel agency in CT for sales for 2011 sandals and beaches resorts. I feel better booking with Veronica as opposed to online in case there is a problem with the air or resort itself. She will make sure any problem is resolved without me having to deal with it and worrying about the proper people to contact. If you want a worry free, stress free, fun filled, memorable trips then book with Veronica at Custom Travel. I am already booked with Custom Travel for July 2013 on a cruise! read more

I was inquiring about rates and info since this was my first time using an agency, I was working with Veronica who acted as if I was bothering her, she is rude, nasty and has awful customer service. Not to mention she acts as if she is some type of royalty and what I had to say didn't matter. She basically without using words, was saying "I know what I'm talking about so just shut up and listen. Very nasty person....she should not be working with the public. read more