très jason

If this man were older I would have sworn it were the owner... perhaps it's his son and he's trained him "well."

Late last year I won a silent auction for a pair of “round-trip tickets anywhere in the continental US, Canada or Mexico” from 5-Star Travel here in Boston. The money was going to a great charity – BAGLY – so I overlooked the fact that even the starting bid ($300) was nearly as much as what I normally pay for flights, even from Boston to LA or Seattle- usually my most expensive routes. I won the auction at $350; fine.

When I picked up my voucher that day I got an inkling of what was to come. Of course there was some fine print- including a 30-day advance purchase, which is ridiculous given that there’s no airline that offers lower prices that far out. Even the most restrictive airlines (including United, the one that I’ve – perhaps foolishly – decided to give my loyalty to) only require a 14-day advance booking for their best fares, so for an agency to require you to book travel one month out is crazy. Perhaps in the fifties people knew months ahead of time when they were going on vacation – and I know that there are some people today with “normal jobs” who can plan ahead – but personally, I normally plan two or three weeks ahead at the most. Whatever, I can deal with it.

What I can’t deal with, however, is rudeness and gall beyond anything I’ve EVER experienced in my life, from a man whose supposed job is entirely based upon customer service. What’s worse (although unfortunately not surprising) is the fact that the man was the owner of the business, and therefore left me with no choice but to deal with him- there was no one else to turn to.

I'm sure this is hanging on their office wall...

I won’t get into the details because it would take up too much space, but suffice it to say that while I may have been a bit long-winded in trying to explain that I was a travel editor (hello, you own a travel agency; how stupid do you have to be to give poor service to a travel editor?), I was not only professional and courteous (concepts he clearly had never heard of), but in my foolish belief that it was the honorable thing to do, knowing that the company had donated this prize, I was trying to save the company some money by being flexible in my itinerary!

What I got in exchange for my attempt at altruism was the verbal equivalent of being bitch-slapped and then spit on as I stood in a state of complete shock and disbelief.

My state of shock wasn’t short-lived either. Aside from not being able to continue the conversation because I was unable to form sentences (I think my brain was trying to comprehend what had happened and put it in some context of reality, which wasn’t happening), I was also not able to properly function for the rest of the day. When I tried to explain what had happened to my partner, I couldn’t even form the words and ended up stuttering like Rainman.

I realized later that I was verbally assaulted by this man and I should file a complaint with the Better Business Bureau, which I plan to do after I somehow get my tickets- which I don’t even want now.

It’s clear to me that this man is miserable; there’s simply no other explanation. I’m also fairly sure that given the type of business he owns (e.g. one in a dying industry) that he’s struggling due to both an antiquated business model that was designed for pre-interwebs times and his own personal antiquated “system” that’s not adaptable to “these young kids and their ways of doing things” or some such nonsense. Is this an excuse for him to be an incredible asshole? Of course not- but it at least allows me to – in some tiny way – feel a bit of empathy for a man whose business will no doubt disappear weeks after he retires. (Which we can only hope will be soon- but not before I get my ticket.)

The result of this incredibly foul interaction is three-fold. First, it’s become a personal battle-for-my-rights situation, thanks to the fact that I gave the certificate to my partner to use for a trip he was taking, only for him to be told that it was non-transferable- a rule they apparently made up on the spot and didn’t feel like printing on the voucher. (Another point that I’ll be taking to the BBB.)

Secondly, I’ve obviously told every single person I know in Boston NOT TO GIVE HIS OR HER BUSINESS TO 5-Star Travel. I’ve also posted this advice to my Twitter account, Facebook, and as many travel-related websites as possible. Bad move Mr. Travel Agency Owner. (In fact, I’ve made it my personal goal to share my story with as many people in the Boston area as possible- hence this posting!)

Finally, this encounter served as proof as to why I would never use – or recommend to readers, family or friends – a travel agent. Not only can you create your own itinerary, that meets your travel desires and personality, for the same (or less) money, but you can do it without being attacked by douchebags like the one I encountered.

Unless you’re a masochist, stay away from 5-Star Travel, Boston, MA.