At first, I was cynical. I came across a thread at WAHM about someone who bought a ticket to the UK from an RTA and she was unable to get to the airport. I thought it might be a Traverus fishing expedition at first, but ultimately it was a legitimate client and ultimately, she had her problem somewhat resolved.The back story. Bought a ticket from YTB on an RTA site. Scheduled to fly to the UK on December 15, 2008. Does online check-in on the 14th, per the instructions of the RTA. Get's socked into a blizzard and cannot get to the airport. RTA is unable to help her. YTB headquarters advises her to call the vendor. Client calls the "vendor" and realizes it is none other than Travelocity in India. Client is given some false promises from Travelocity as well as British Airways and decides to post the saga on WAHM asking for help.
As any travel agent with any experience knows, this is a very routine issue. It could have and should have been handled in a matter of minutes. However, it took three RTAs and a headquarters of 325 employees to get it resolved and the one that resolved it, was not even the one that sold it.
The end result was that the client has a new reservation on a different flight and is submitting the difference in fare to the insurance. Again, had she dealt with a trained professional, there would have been a lot less stress and no increase in fare.
Yes, YTB ultimately got the issue resolved. But this only reemphasises my point that they have no business putting out ill-advised non-trained people to call themselves travel agents--referring or not. The original RTA had no interest in helping his client (but he readily accepted the commission on the fee). He had no training to even begin to help the client. When the client called YTB, they could not help her--well, it seems they could, they just did not want to--and pushed her off to Travelocity. Does anyone see the problem here?
And I also need to question why the client was told to call Travelocity when YTB has supposedly moved all their booking to a Canadian company. Why weren't the active PNRs bridged to the new fulfillment source? We know what type of control YTB has on the Reps and RTAs and it seems they have a similar level of control on thier PNRs. Frightening for the client.
This was one isolated instance reported on WAHM (of al places), but I have to wonder how many similar issues are poppin up under the radar each day that no one hears about? YTB says they sold $414 million last year. Many are saying they have already sold $1 billion so far this year. You KNOW this instance was a small drop in the bucket.
Kudos to the RTA that ultimately resoved this for the client. She did not have to do anything, but she did the right thing. I am glad she was able to convince whoever she needed to convince to take charge and recticfy the situation. But again, this one RTA likely represents less than 1% of the RTAs in YTB. The one who sold the trip didn't care.
So, I wonder what this client thinks of YTB right now? Who knows, but if it were me, I woudl be thankful for the one RTA and vow to never use them again for the treatment received up to the point when that RTA stepped in.
But YTB does not seem to care that there is yet another RTA or Rep dragging their reputation through the mud. Well, maybe they like it.
If you want to read the three threads (if they are still online) you can read them:
here
here
and here.
I have a printed copy if they pull them to back up the facts!
John,
ReplyDeleteFirst thanks for posting the links. It made it easier to follow the story.
But a recap...a customer booked travel on a YTB website and had some personal problems and desires relating to the travel. The fact that it was a YTB site is actually initially irrelevant. The problem she encountered would have been the same on Orbitz, expedia, travelocity, priceline, any site....GAIL properly brought that up in the discussion.
But, the most important part is that someone in YTB (Denyse-whom you all rip apart regularly) stepped up as a representative of YTB and PERSONALLY provided service to the customer. Again, something that would not have been accomplished had this travel been booked through travelocity. Her issue could have also been with the particular RTA and not YTB in general. But with a network of 100,000 strong who want to see YTB succeed I would say that this traveller likely has a good taste in her mouth regarding YTB and frankly probably a bad one from the TTA standpoint as some on that thread were still trying to blast YTB instead of helping the customer. Way to go Denyse!
Well Josh--you are not right. The end result worked out in the client's favor, but it was due to Denyse stepping in. And FYI, she likely would not have stepped in had I not emailed her.
ReplyDeleteYou see, when Travelocity sells a ticket, they are the agent. They will stand behind it. But YTB sold this ticket and the RTA and the home office refused/did not know how/did not want to help the client. Their answer--call the supplier. Which is typical and is evidenced STILL by the help page on your replicated rented sites. Problems? Call the supplier!
The basics of the situation are that someone paid $500 to YTB and is running around calling themselves an agent. This RTA apparently even called the client to tell her to check in on-line further complicating the issue. And then when the S hit the fan, apparently did not know how to handle one of the most basic customer service issues in the industry. It took several RTAs and the Home Office to try to figure out what essentially should have been a non-issue. For a "travel company in business for 8 years" as you all like to say, this is abominable.
Her opinions are what they are and I would be curious to know them. Yes, the end result was that the client got (presumably) to the UK, but you also need to realize that it also cost her additional money.
You are overlooking the fact that YTB did not have enough knowledge in their collective 100,000+ people brains to know how to mitigate that. Lucky for the client she purchased insurance--I hope the additional cost she incurred (BECAUSE she purchased via YTB) it is covered.
And I do agree....kudos to Denyse!
ReplyDeleteHow did Denyse do that! Without being with a legitimate host there is NO WAY THAT canp happen! Denyse must have called John to figure out what to do! There's just NO WAY!
ReplyDeleteYes Denyse obviously has support with YTB. So, it is true, people can get support with YTB. Thanks for bringing this to our attention JOHN.
ReplyDeleteIt's good that Denyse could help the traveler. It's bad that the traveler could not contact the original RTA. It's bad that the vendors do not want to help the customers of YTB. It's bad that probably 90% of RTA's wouldn't know what to do even if they could be reached.
ReplyDeleteThis incident shows clearly the shortcomings of the general Referring TA. They can refer and that is it.
If YTB really wanted to be a mover in this industry they would direct their REPs to find people really interested in being involved in the industry, but that will never happen cause REPs don't care as long as the recruit pays and pays and pays. Professionalism has no place in the majority of YTBs mindset. It's money and that's it.
Anon, you mean Denyse knows how to find support, not that any YTBite can or does. What do you think about the RTA who's site this was booked on?
ReplyDeleteTo the anon who posted that people can get support with YTB your writing style looks like Gail)--
ReplyDeleteyes, you are right. But at what expense? This woman exhausted all efforts that YTB corporate (and the RTA) gave her. She called the home office, she called Travelocity, she called BA an d no one helped her. In a last ditch she went to WAHM and posted on there.
Now why she chose to go to WAHM is anyone's guess, but ultimately it did work out. However, it DID end up costing her more money to change the reservation with YTB than it would have had she dealt with a TTA, the supplier directly, or Travelocity directly.
You see, YTB earned $5 to service the client and they failed miserably. They cause undue stress to the client, they cost her money that hopefully will be reimbursed--but insurance holds no guarantees, and I suspect they may deny the claim since she checked in for the flight (on the advise of the RTA even though a blizzard was approaching). I suspect the insurer will see this as a change of heart cancellation and deny it. She checked in.
I think it all boils down to - A person should not call themselves a travel agent or referring travel agent unless they have training to handle cases like this.
ReplyDeleteThis makes everyone who is a travel agent (both TTAs, and RTAs that actually know what they are doing) look bad. If you are going to claim a title, you should be able to back it up and if you can't back it up, you cheapen the title for everyone else.
Kudos to Denyse...problem is, there is probably nil like her in the whole company.
ReplyDeleteDenyse move to a host! You would be valued and appreciated much much more!
Yes, Denyse put the person in contact with someone who could help her. However, Denyse's motives IMHO were not altogether altruistic. You see Denyse is the Queen Bee over on WAHM. She rules the roost. She is always recruiting and singing YTB's praises. If anyone says anything negative about YTB the post is deleted. A few weeks ago she said she was leaving YTB and going to another host. The thread vanished. See Denyse has no intention of leaving YTB because she makes $$$ off her down line. She said on this blog she was joining TPI. Never did.
ReplyDeleteWhile Denyse did help this person she had selfish reasons to make herself look good and to bolster her image/recruiting.
I saw the original posts on WAHM and honestly stayed out of it. There is no reason why the client should have had to resort to posting on there, instead of getting assistance from their agent. I do hope the client gets reimbursed any fee's she put out. It should not have happened at all. Had she dealt with a true agent or even one of the big web 3 she would have been fixed the first call.
ReplyDeleteI do agree that Denyse is one of the few RTA's I've seen who actually works her travel business, takes the classes and honestly tries to do her best. I would hope that she will eventually move away from YTB into a true host where she would be much better off. I do not think she helped this woman to make herself look better, shes is one of the few that will help when she can. Unlike some of the others on that site who bitch about negativity...yet it pours out of their fingers at every opportunity. I did notice the topic I started in the TTA folder over there was completely removed. Stay out of their folder I was advised, I do so, post in the TTA folder and still removed. And we are the whinners? LOL
I wonder if the companies that advertise on the WAHM board are aware that the moderator will only allow comments that are pro-ytb, or whatever the mod is in favor of.
ReplyDeleteYTBers are not supposed to post about the companies product, services or model on any blog, chat room or website. Their contract says so, per Rod. Somebody better tell Travel Pro to take his blog down. Or maybe the rules do not apply to him.
ReplyDeleteThe company is very wise for allowing Doug to continue with his blog Eddie. He's smart, articulate, and links to documentation to back him up. He also sticks with the facts, removing the emotion from the issues. I've enjoyed his blog for years, and I've learned a lot from him.
ReplyDeleteI've heard calls in which Scott, Andy, and Kim have all praised Doug for his work and it's my understanding that the Facts About YTB was his idea. Like his blog, it links to documentation to back up what's said and takes the emotion out of the message.
PS - His newsletter is BETTER than what the company puts out.
ReplyDeleteTravel Site Owner
ReplyDeletePolicies and Procedures
(Effective December 15, 2008)
3.5 - BLOGS, CHAT ROOMS, SOCIAL NETWORKS, ONLINE AUCTIONS, AND
OTHER ONLINE FORUMS:
Travel Site Owners shall not use online blogs, chat rooms, social networks, online auctions
sites, or any other online forum to market, sell, advertise, promote, or discuss YTBTN’S
products or services.
It shouldn't matter whether HQ likes Doug's blog or not. He is in violation of their policy. Period. You cannot institute a policy and then have endless exceptions. It is or it isn't.
ReplyDeleteI can see Dougs hand in ThefactsaboutYTB. Spin like mad and ignore anything that does not fit
the holier than thou YTB image.
Blechhhh!
One would think Denyse would grow weary of always trying to find a "work around" to fix things.
ReplyDeleteJohn's post's are getting more and more desperate. Today's post is just plain dumb and childish spin. If he didn't spend all day on blogs looking for this kind of crap he might be able to find something constructive to do. I know I could find the same amount of crap on just about any company the size of YTB if I just had the same level of OCD that John had and blogged all freaking day long.
ReplyDeleteYou would think Denyse would not want to be associated with peers that couldn't hand;e a simple travel issue... She might turn out to be a decent travel agent, but she is going to have a hard time in this industry if she is asked to provide her background and all she has is being an RTA.
ReplyDeleteIts sort of like the movie boiler room. The young kid joins a firm and passes his tests to be a stock broker.... But he is at a firm that no one on wall street respects. He might even make decent money there, but he will never be able to use that credential to go anywhere else in the industry. You might be a well trained/experienced RTA, but when people in the industry hear the name, the basically write you off....
When you disagree start calling names and saying stuff that has no bearing on anything. And you wonder why YTB has so little respect? Because of YTBrs like you who can't debate in a civil manner.
ReplyDeleteRegardless of what anyone thinks of Denyse and YTB, the fact is that she did step up and get the problem resolved. She deserves kudos for that and not be criticized. Enough said.
ReplyDeleteI disagree NMH. She didn't resolve the problem herself. She put them in contact with someone. If Denyse had one shred of integrity she would leave YTB for a legit host agency and not be party to a scam.
ReplyDeleteYes Denyse did step up and everyone here has said great job, but the point is why she had to step up at all. If a client has trouble the person that "owns" the business should have taken care of it.
ReplyDeleteI had a client call at 3:11pm CST she was at the airport in Albany, NY and the airline had just canceled her flight to PHL so she would then miss her flight to LGW. The airline also told her that all flights today were sold out....I checked and found her a flight 1 hour later on another airline, got her rebooked and she is now on here way to London. No extra charge, no having to talk to a call center, she did not have to post on a blog for any kind of help. One phone call and 20 minuets and she is on her way. No trauma no drama.
I just did my job.
I agree with the last part but I must have missed something in reading the WHAM threads about her putting them in contact with someone else. At least she made the effort and got it resolved. It pains me to admit that too!
ReplyDeleteYTB non-travel-bookers, you need to follow Denyse's lead!
ReplyDeleteShe's the only decent one out of the whole bunch.
If Densye wants to be respected in the industry and actually make a career out of selling travel she needs to dump YTB.
ReplyDeleteBefore they DUMP her along with the rest of the stock.
ReplyDeleteA great email I just got from AirTran Airways. Looks like another cutting-edge company that knows how to market on the internet. In fact, I love their slogan: A SAVERS . . . BECAUSE TRAVEL IS NOT THE ONLY THING YOU WANT TO SAVE ON!
ReplyDelete(Be prepared traditionalists . . . a growing corporation in the travel industry selling items not related to travel. What do flowers and gifts have to do with travel?!)
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10% discount site wide at Richard.Solo.com
RichardSolo.com is your source for the latest in gadgets and unique gifts. Wonderful customer service ensures you're completely satisfied. Save 10% with the discount code AirTran, good until Dec 31, 2008. Want a great gift for the iPhone or iPod user? See the market-leading RichardSolo 1800 Backup Battery. Instant, snap-on, portable solution to keep your iPhone going all day- and night!
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Anonymous said..."A great email I just got from AirTran Airways."
ReplyDeleteGoes to show you how unfamiliar with travel you are. Nearly all of the airlines offer a shopping site where you earn extra miles on purchases through their links. Delta has skymilesshopping, AA has advantageshopping, all of the biggies do. The big difference is that you get something back like extra miles and discounts from REPUTABLE companies, not some no-name overpriced crap that YTB is hawking and isn't at a any discount. I know it's been said a million times, but you YTBers don't have a clue.
"Goes to show you how unfamiliar with travel you are . . . you YTBers don't have a clue."
ReplyDeleteSorry, Charlie. (in the Christmas spirit, I won't call you a n MORON h tonight) For someone who claims to know EVERYTHING about the travel industry, you laid an egg on this one. The A SAVER program is NOT a site "where you earn extra miles on purchases throught their links."
Just a site to make shopping purchases. No extra miles involved.
In closing, I will be conscending like you are: "Goes to show you how unfamiliar with travel you are . . . you don't have a clue."
Anyway......Denyse is the ONLY one that is worth looking at, and yes she needs to move, and hopefully she's thought of it.
ReplyDeleteAll the other YTBers can go kick rocks...oh wait they already are...hmmmmm in Christmas spirit, they can go make their purchases on their own sites to give folks for X-mas, like they do when they book their own travel.
Nothing worth Hooting about today.
ReplyDeleteYall are boring me with same old same old name calling, she said he said, he should have, she should have, if it'd be me I would have....
BS. I think this BLOG is about dead.
Then Melvin...I think I speak on behalf of everyone when I say one word....2 syllables...
ReplyDeleteGOOD BYE
Anonymous (of course) said..."Sorry, Charlie. (in the Christmas spirit, I won't call you a n MORON h tonight) For someone who claims to know EVERYTHING about the travel industry, you laid an egg on this one. The A SAVER program is NOT a site "where you earn extra miles on purchases throught their links."
ReplyDeleteJust a site to make shopping purchases. No extra miles involved."
Mind posting the link?
I think that's funny Melvin has no hoots for today...getting weary huh....
ReplyDeleteYou can use another one, in Christmas spirit...
BAH HUMBUG. (HOOT HOOT!!)
If this blog was dead, no YTBers would come here...yet they can't stay away...
ReplyDeleteNow that's a HOOT. That's what I talking about.
ReplyDeleteBAH HOOT! HOOT! HUMBUG. I didnt think YTBer's came here. I thought all yall was PRETENDING to be YTBer's... just so you'd have something to talk about...Now that's WORTH HOOTIN about.
HOOT HOOT HOOT.. Let's go to HOOTERS!
"Mind posting the link?"
ReplyDeleteAs far as the link to A Savers, it came in an email today. Give me an email address and I will forward it to you.
"Not to mention they openly boasted they were going to rule the Travel Industry and put us all out of business. That is why the focus has been on YTB."
ReplyDeleteThe REAL TRUTH about NOTRAVELMLMS...
The POSTERS here are SCARED that YTB will TAKE OVER. It all makes sense now, why all the OCD about YTB. Hey that Rhymes.... Give me a HOOT Melvin.
Anonymous said...
ReplyDelete"Goes to show you how unfamiliar with travel you are . . . you YTBers don't have a clue."
Sorry, Charlie. (in the Christmas spirit, I won't call you a n MORON h tonight) For someone who claims to know EVERYTHING about the travel industry, you laid an egg on this one. The A SAVER program is NOT a site "where you earn extra miles on purchases throught their links."
Just a site to make shopping purchases. No extra miles involved.
In closing, I will be conscending like you are: "Goes to show you how unfamiliar with travel you are . . . you don't have a clue."
Goes to show that YOU don't know what you're talking about. This is part of their A+ Rewards program, and just as NMH said, is similiar to the programs that Delta, American, Continental, United, etc. all have. You want a link to the site? Here is is: http://www.airtran.com/reward_partners.aspx?nav_id=198
Sorry again, Ainsworth. "Goes to show that YOU don't know what you're talking about." Coming right back at ya.
ReplyDeleteI have the email in front of me. Nothing to do with A+Rewards credits. Totally different vendors. This is ASavers from AirTran. I program to purchase products through their affiliates and it has nothing to do with miles.
Make sure you have your gun loaded before you shoot, marksman.
"Make sure you have your gun loaded before you shoot, marksman."
ReplyDeleteShooting BLANKS... HMMMM!
1/2 HOOT!
YTBers be real. You have been around 8 years just about and haven't even hit a billion dollars in travel sales yet,with all the thousands of reps. There many host agencies who have 1/4th of what you guys have and producing billions with no issue, many many many producing millions more than you guys with staffs of 4 and 5.
ReplyDeleteWhat you guys are doing in travel sales (I don't care if they went up BARELY), IS PATHETIC.
You are nowhere CLOSE to taking over anything. Check your Yahoo Finances. Hey, here's one link.
http://finance.yahoo.com/q/co?s=YTBLA.OB
Hell invest in a YTB report. It's all in black and white how crappy you guys are doing.
You are not even close to catching the 'big boys'. But keep drinking the koolaid.Must be good.
AND THAT'S REAL. Get out of lala- land. And also, lol you can't take over anything. YTB is becoming saturated, you guys are barely international.
Actually, Anonymous, while "technically" it isn't part of the A+ rewards program, it's still connected. To sign up for the e-mails, you have to get to it through that section of the Airtran website. It's under their "Specials" section, which is where they list their sales, web deals, vacations, and A+ REWARDS. It's just an added bonus for poking around their site. ALL of the airlines have something similiar, if you would just take the time to go and look at their sites, and have had them for some time. But, as NMH said, what the airlines are offering is a different animal than what ytb is offering. At least the airlines is offering quality products from well know companies.
ReplyDeleteYOU GUYS are HOOTS!
ReplyDelete