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Missing reservations and lack of notification

MotherOfPoodles

Just wanted to make people aware of the new upgrades, at least as I have experienced them:

I added a person to our family Christmas Danube cruise for 2027 and upgraded a single room for my son to a double (upgrade in room and floor 1 to floor 2) with his partner. I paid for it in August and received a receipt. All was done in the old system. In the upgraded system the added person as well as room upgrade disappeared.
Family Douro Riverboat cruise for June 2028 - We were " wait-listed" and paid the deposit until the prices were set. We were supposed to be notified when they set the prices. The prices were set and no notification came.
I called today and after 1/2 hour on hold , now both my son and his partner are missing on the Danube reservation.

Unbelievable. I can see the training has resulted in remarkable efficiency.

I should not have to call up so many times to make sure the reservations are there for people that I paid for.

Now the Tauck apologists can feel free to make excuses. I am annoyed, to say the least. I have done 18 international tours , have 3 more in the cue and am getting fed up. What am I paying a premium for? Certainly not service and efficiency in their reservation system.

Comments

JaneP

This feels like Déjà vu all over again…I think many of us went through this exact same thing when the change over first was implemented. I agree it’s a mess and was not ready for prime time when they went live. But, good reason to keep checking your information and not take anything for granted.

BKMD

I've always used a travel agent. I never have to deal with Tauck directly or waiting on hold.

MoP, if you want more info or details, email me.

British

in the past when we have reserved a place on a tour before the price is published more than once, they have never called us when the price is fixed. I had to keep looking at the website and then call Tauck to confirm things, so the issue you had about that is not new.

MotherOfPoodles

This is actually the second time that they have done the same thing to me - ie we made reservations, I put down a deposit and then they never sent an email. This should not happen because when you put down the deposit before the price is set they specifically tell you that you will be notified when the price is set and are entitled to 100% refund if you decide not to do the trip. In our case we wanted to do both of the trips anyway (although the Douro cruise is A LOT more than I expected it to be, and I have to say I was shocked - I actually couldn't believe it, for what is essentially a one week RB cruise with day or so in Madrid. I downgraded all of our cabins. It was ridiculous.)

MotherOfPoodles

Thanks, BKMD. We are always reluctant to use a travel agent because if we have a problem we don't like dealing with intermediaries……

MCD

What a shame! I wonder whether this would be avoided if someone booked through a travel agent. I have always used a TA to book Tauck trips. So far, so good, but I know that's not a guarantee going forward.

Wan

Can you please clarify, your son and his partner are missing from the reservation? And you paid? Does this mean their names have disappeared from Tauck's record for the passenger list and that their cabin is taken by someone else, or just that you don't see their names on your account page reservation record?

I think the past couple of trips where I paid a deposit before the prices were set I have been sent a financial summary when the pricing was established, not an actual email message or phone call.

In my working days whenever there was a major computer system update, we were always told it would make our lives easier, but we all knew their goal was to make billing easier.

British

Mother of P. I wonder if this is similar to another recent forum discussion. When we have made family bookings, we have found that not everyone is shown on the paperwork. It has concerned us every time and we have to call Tauck to be reassured that everyone is on their records as being on the booking. Also, don’t forget Tauck record all phone conversations so especially if you can pinpoint when you called, they should have a record of your conversation with them. And as Wan says, you should have an up to date statement from them of your new additions and the extra money you paid them plus the insurance. You can also provide them with your credit card statements to show you paid the extra money for your additional relatives you booked on the tour. This may not help if Tauck has given your cabins to someone else and the tour is now full or those cabin price choices are gone.
Yes, Tauck has become crazy expensive. As you know, there are other companies that do a good job for a much better price point so you don’t always have to be loyal to Tauck. It depends what your priorities are.

MotherOfPoodles

Wan - After waiting on hold for 30 minutes and speaking to a representative yesterday to clear up the missing partner and room change for the Danube Christmas cruise, the updated reservation the representative emailed me did not show either one of them anymore or the room at all! I have paid deposits and insurance for the both of them. I know it will be fixed after I call today and wait another extraordinarily long time on hold. I am sorry, but this is ridiculous. They are not in my account summary either.

MotherOfPoodles

Yes, British all true. My point is that I should not have to be chasing down reservations that I made and have paid for. That is poor service. I certainly, as you know 😀, am open to other travel companies, but I have yet to discover one that has unique experiences with family themes. So for now, while my grandson is young, I will suck it up and pay the crazy expensive prices , at least for the time being. I know the travel experience will be fairly consistent with what I have experienced in the past, and with a small child in Europe, I want the support that I know Tauck will provide should a significant problem arise. That is what I am paying for at this point.

kfnknfzk

Regarding long phone wait times, Tauck is having planned meetings Monday - Wednesday this week and has limited hours and staff. They did publish this information in advance via e-mail and on their website.

Hope this helps. To clarify, I am not giving excuses nor would I characterize myself as a “Tauck apologist.”

OurTravels34

if you can use a reliable travel agent, she would be doing all the leg work and checking up for you to make sure everything is all correct. You wouldn’t have to lift a. finger. Other companies such as A&K also have very elevated experiences for children. Just sharing.