I posted previously about my thoughts on our travel agency - they have been good for years. What happened? I know that we are "currently experiencing a higher then normal call volume" due to integration travel. (At least I hope they have that excuse) But seriously - I called the agency and got connected to someone I have never worked with. The call took a VERY long time. Over the course of the call, we were booking train reservations and I asked repeatedly to make sure we were booking to the correct train station (Grand Central vs Penn)as my timing to get to my meetings is close. She reassured me, repeating Grand Central multiple times. I asked if I could provide my pin so she got the right Jim King - nope, pulled up the wrong one, lost more time. Got my reservations late that night and surprise, wrong train station. Got to my destination, walked past the counter to pick up my car and no car! She forgot to add my gold status, and they had no reservation for me. I got a Mazda tin can and drove the next hour with my knees keeping my ears warm. (not entirely bad since it was REALLY cold out so having warm ears was good) Really Carlson - Quality is not something that can afford to suffer when booking travel! Little mistakes can make a big difference when timing is tight.
Traveling
I have been traveling a bit more lately, partly due to the merger / acquisition work I am engaged in and partly due to the need to meet with clients. This past week, I had yet another fun experience with US Scareways, spending almost 10 hours in the Philly (worst delays) airport trying to get a flight out to Burlington. The flight was delayed, delayed, and then finally canceled. Once I got through the rebook line, I found I was due to arrive in Burlington after the rental car place closed, and making it very challenging to get to my NY meetings in time. At that point with my wife's help, I got my travel agent on the line and decided to redirect to my next set of meetings in the morning rather then continue to fight the mess.
When I called my travel agent (Carlson Wagonlit), they completely straightened things out, got my no show hotel and car fees refunded and got me re booked on my new flights. I have to say, they have been THE BEST agents I have ever dealt with and I have used them numerous times in clinch plays to bail me out.
Here's to you nice agents at Carlson Wagonlit Corporate Travel! You have continually made bad experiences much more bearable - I am glad I can call you!