6 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from john M
1 star08/03/2024
Travel with Alan may work when everything goes smooth. I contracted cancer and needed to cancel my trip in March 2024. When I tried to collect my travel insurance claim from IMG, recommended by TWA, I was treated horribly and did not get reimbursed until JULY 2024!! I needed to call weekly since I was never sent claim status emails as promised. Only when I reached ***********, the insurance broker in late June, did they lean on IMG. When I called TWA in desperation in June and personally spoke to *************************, he rudely dismissed me, repeatedly saying "I don't want to hear about it". Guess he's "fair weather ****" in front of the real obnoxious ****...so...as they say 'never again'**** ********
Travel With Alan Response
08/04/2024
Dear ********************:
First of all, I'm glad that you received the settlement from the insurance company last month. A travel insurance claim, like any insurance claim needs to be fully investigated by the insurance company. This takes some time and some "back and forth" with the insurance company, while they do their due diligence. I'm sorry you had to cancel but I'm pleased to hear that you got the settlement you were looking for.
I need to point out that, since we are in ****************, and not licensed insurance agents, we cannot make recommendations about travel insurance or assist with claims. We can only provide requested trip details, including trip dates, trip cost, date of trip cancellation, and cancellation penalties. We did not refer you to IMG. Rather, we referred you to ***********, which is a licensed insurance broker. I like Squaremouth because, after collecting the trip details, such as trip dates, dates of birth, and trip cost, they recommend several different policies from several different companies. You can then look through the different coverages and costs and decide which is best for you. From that platform, you selected IMG.
The main reason I like Squaremouth is because of their ***************************. This is a team that will assist a client when a when they are having a problem with a claim. They are able to move things along, when a claim settlement is taking too long.
When you called the office about your issue with IMG, I said I would take your call personally. You were very upset and excited. You were trying to make your case to me as to why your claim should be paid. I was trying to tell you that you don't have to make your case to me...I am not the one who decides which claims should be paid. I was finally able to refer you to the *************************** at ************ It seems that this was effective, as your claim was then settled very quickly.
I wasn't trying to tell you that I wasn't interested. I was just trying to refer you to the people who could help you...and it seems that they did.
I'm sorry that you had to cancel your trip and I'm sorry that your claim took some time to settle. I do hope that when you are ready to travel again, you will consider one of our cruises or tours.
*************************
Review from Robert J
5 stars01/11/2024
.A holiday cruise became available to the ****** Canal with the usual stops from 12/22-01/07. I missed it and wrote ****, he emailed me and said he bought 50 more rooms and I reapplied and got it. It included tips, beverages and tips, free wi-fi, 2 specialty meals and airfare and transfers., We were apprehensive about our passports and vaccinations. **** said we were fine...we were. We enjoyed the cruise very much but were apprehensive about de-embarkation. We received an email explaining the process and it was as he said, and we were taken to our airline. **** was there in person to see us safely aboard the Emerald ********* We had a great and memorable trip and look forward to another cruise with ****.Review from Lauren O
1 star09/18/2023
September 2023, We booked an ****** cruise and Denali land tour with Travel with Alan...our first time. Calling their office to get any answer to any question is impossible. Once you do get a representative on the line they are very **** and rude. Our tour guide had a total of 150 passengers on this trip which was way over her threshold! She was very rude, most unhelpful when trying to ask her a question but she does try to ***** up with you at the end of the trip to get her tip. We are well seasoned travelers that have been on many small and large tours before this one; however, we will NEVER travel with alan again!!!!!Review from LeAnne N
1 star08/10/2023
Travel with Alan response is very defensive and never addresses the complaint of being treated so rudely! That's very bad business management. If under new management, they're going to stick the company.Review from Jean B
1 star05/10/2023
Travel with Alan offers excellent value for your money on cruises. They include a flight to the departure port on the day before the cruise, with an overnight stay at a quality hotel that includes breakfast, then transfers to the ship. At the end of the cruise you receive a transfer from the ship to the airport and the flight home. Basically, you only need to get yourself from home to the airport at the beginning of the trip and from the airport to home at the end. This all goes well UNLESS there is a problem or change of any concern. If you need help on the weekend; their office isnt open. In the middle of our cruise we were notified that our flight had been changed and we needed to change our transfer bus tickets to leave by 9:15 AM. When we tried to find out where and which bus we were treated VERY rudely by *********He treated everyone who tried to speak to him rudely.The first time we asked he said,You are way too early, go stand by the white tents, someone will get to you. It was 8:50. There was no one near the white tents that was with the *** group. We walked a bit further and found some folks who were in the same situation we were. So we all waited 20 minutes. The gentleman in the other group walked over to the median where the buses were loading. **** was rude to him and gave him no answers, so he ordered a private car to get him to the airport. It was past 9:30 so my husband walked to the median to ask **** about the bus. I stayed across the street with the luggage. I could hear **** speaking loudly and rudely to my husband, who never raises his voice. Suddenly **** SHOVED my husband saying, Get out of here you are messing everything up! This is totally unacceptable behavior in any case, but my husband is an 88 years old. He could have easily been pushed off balance and been seriously injured. We wont be traveling with this company again.Review from Sarah Schieron
1 star05/06/2023
This business is not open weekends leaving you high and dry when plans they put in motion do not go according to plan. And when they get back in the office, they will offer you credit instead of your money back. **** sold this business but still works there at this time. Service is not the same. Avoid.Travel With Alan Response
05/22/2023
"Travel With Alan" is a part of Direct Travel.
In this case, the client signed up for a 5-day cruise, from *********** to *********. We booked them a flight reservation from ******* to ***********, a transfer from the airport to the pier, the 5-day cruise to *********, and a transfer from the pier in ********* to the ******* area.
Unfortunately, at the very last minute, ***** Airlines cancelled the flight to *********** and could not accommodate the clients with another flight that day. They ended up missing the ship.
We do state, at the time of registration and on the invoices, that "All Payments are Non-Refundable" and that trip insurance is recommended. ******************* is accurate in noting that we are not open on weekends. We are looking into some sort of emergency contact, should that happen in the future. This type of situation has never occurred in 40 years. With the "last minute" way the flight was cancelled, we would not have been able to do anything, but we are looking into some after-hours contact hours for future tours.
We reached out to the clients who were affect by this flight cancellation the first thing the following morning. We gave them the option to fly them to ************* and meet the ship two days later.
Most of the affected clients did this. For the clients who decided not to go to ************* and just cancel completely, we requested a refund of the taxes and fees from the cruise line and a refund of the airline tickets from ***** Airlines. Anything else would have to be claimed from travel insurance. The entire package, including airfare, was $799 per person.
In addition, as a goodwill gesture, over and above everything else, we gave each person who was affected by the flight cancellation, a $250 per person credit, towards a future trip with **.
When traveling, there are some things that can happen that are completely beyond our control. That is why we recommend the travel insurance. When things go sideways, we work with every client individually for the best possible resolution.
Customer Response
05/22/2023
AFTER posting this comment, my mother was offered money back for the flight that was cancelled. I know from texting with Delta (I have screen shots), that Travel with Alan was refunded $230 for the flight that was cancelled. My Mom was refunded $184.09. That's $46 in his pocket. The other funds he lists (taxes/port fees) have not been credited despite the trip not happening over three weeks ago. When you work with a travel agent you have to trust that if you pay that person they will be available for you when you need help and at least return the money they were refunded on your behalf. You cannot trust this is possible with Travel with Alan.
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