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Poor Handling of Agent Error - Review by Dan R | Hobbit Travel

Hobbit Travel


Poor Handling of Agent Error 2/26/2008

My wife called Hobbit Travel and spoke to an agent for a quote on a cruise. She was quoted an amount around $3800 for 5 passengers split between 2 outside cabins. The agent offered to hold these 2 cabins at this price and my wife agreed to this. We then looked into and found flights but before we booked my wife called the agent back to make sure that the fare and cabins were being held. She was assured that they were. We then moved forward and booked flights to Miami via our credit card companies mileage program (non-transferrable, non-refundable). When my wife called the agent to book the cruise she was told there had been a mistake and that the fare would not be honored, but that for a rate of $4600 the cruise could be booked. My wife expressed that she had specifically checked twice on this and had booked airfare predicated on this verbal agreement on the cruise fare. The agent, though polite said she would not be able to assist in any way regarding this error. Jen asked to speak to a manager and was told that "Joe" the manager was busy and put through to voice mail. I then called Hobbit and after some time was connected to a manager "Andrea". I politely expressed my surprise that Hobbit would not honor the fare that was twice quoted by their agent and that we were assured was being held for us. I explained that we had booked airfare based on this verbal agreement. Andrea said that Hobbit would not be able to help with regards to the fare for the cruise. She did not offer to in any way alter the full fare of the cruise despite the clear error by Hobbit staff. I was surprised that no fare adjustment of any kind was offered. I am surprised that a local company would conduct business in this way. To me, it is short sighted and somewhat arrogant to not live up to the obligations verbally agreed to in good faith. In my area of work if I make an error I go out of my way to make this up to the affected party. This does not appear to be part of the culture at the Hobbit office my wife called and this is disappointing to us. That an error was made is upsetting but understandable. The response to this error by Hobbit is not appropriate and does not speak well of the company. more
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