Mainline vacations is a smaller travel agency that boasts helping you plan a luxury vacation. Like most travel agencies, they also state that there are incentives and benefits they can give you by booking with them instead of booking directly with a large company. We made a large group reservation of 23 people through this company for a Royal Caribbean cruise for my fathers 50th birthday. I can honestly say that it was hands down the worst customer service I've ever received. Honestly if I could give them no stars I would. Yes my family had a lot of questions because it was the first cruise for many of them. But from the beginning we were greeted with attitude, condescension, and disdain. Jane (our travel agent) frequently mixed up paper work, sending information to the wrong houses and just throwing packets together with missing documents.
Outside of calling to ask questions, which shouldn't be a problem, I never did anything annoying but I personally was always treated like a burden. My aunt and I wanted upgrades for our rooms since the prices had went down and Jane could not stress enough how annoyed she was by the process. And although we were very pleased with the upgrades, she failed to mention to us BEFOREHAND that it would mean losing the room credits we were given by Royal Caribbean, as well as being kicked out of our group reservation. Without this information, we obviously weren't able to make an informed decision and put my father in jeopardy of getting a room comp, which is the birthday gift we were all hoping for.
But what really prompted me to write this review was that when I called to ask some clarifying questions a week before the cruise (I still hadn't found out where my room was for example, I didn't know where the itinerary for the cruise was, and all of my family were not eating together, though we explicitly asked that we could be) and get everything settled, before I could even begin to ask a question or state my concerns, the "manager" Craig, began to raise his voice at me. He was extremely aggressive and defensive, stating that the travel agent would not be "spending anymore time with this", that "Jane had bent over backwards for 'you people'" and finally...the best part...that "next time, you should call someone else because we don't want the business". He didn't listen to me and kept asking Jane, WHILE I WAS ON THE PHONE, questions, in an attempt to prove that I was wrong to call and complain at all. To be clear, I have no doubt in my mind that Craig is not a manager because his professionalism leaves much to be desired.
This is my very first yelp review. That's how important this is to me. They have our money now, we are going on the cruise and we can't do anything to change the fact that we actually lost benefits versus gaining them with this travel agency. I just wanted to provide an informative review, especially since there are none for this company, to illuminate their business practices. read more
