Empress Travel

Empress Travel, located at 4206 Old Lincoln Highway in Feasterville-Trowose, PA, operates as a traditional, storefront travel agency. Publicly available information and customer feedback paint a complex and polarized picture of the services offered, particularly centering on the customer service provided by a key individual named Lisa Sklar, identified as the company's president. This creates a challenging scenario for potential clients trying to gauge the quality of trip planning and support they might receive.

A Tale of Two Experiences: Service and Reputation

The most striking aspect of Empress Travel's public profile is the dramatic contrast in customer feedback. The agency holds a low overall rating, driven by a very small sample of reviews that are years apart and diametrically opposed. On one hand, a highly positive, five-star review from approximately eight years ago singles out Lisa for providing "the best" and "top-notch service." This historical data point suggests that the agency, at least at one time, was capable of delivering exceptional customer satisfaction and building strong client relationships.

However, this glowing historical account is directly contradicted by a much more recent one-star review. This feedback, posted only a few months ago, describes Lisa as "horribly rude and condescending" and accuses her of being "very salesly." This is a significant red flag for any consumer, as it points to a potentially high-pressure and unpleasant interaction. The adjectives used suggest a focus on closing a sale rather than meeting the client's needs, which is counterproductive when planning personal and often expensive vacation packages. The vast time gap between these two reviews makes it difficult to ascertain the current standard of service. Potential customers are left to wonder whether the positive review reflects a past era of the business or if the negative review describes an isolated, unfortunate incident. With no other recent feedback available, the most current evidence points towards a significant risk in the quality of customer interaction.

The Role of a Central Figure

Both historical and recent feedback specifically mention the same individual, Lisa Sklar. This indicates she is not a peripheral employee but a central figure in the client experience, further supported by Better Business Bureau (BBB) records listing her as the president. When a single person is the subject of both the highest praise and the most severe criticism, it suggests that a client's entire experience is heavily dependent on their personal interaction with her. This can be a double-edged sword for a small travel agency. A great travel consultant can create loyal customers for life, but a poor interaction, as described in the recent review, can alienate new clients and damage the business's reputation indefinitely, especially in the digital age.

Services and Business Model

As a traditional travel agency, Empress Travel likely offers a standard suite of services. This would typically include booking cruise bookings, designing customized travel itineraries, and arranging all-inclusive resorts stays. The agency may also handle flight and car rental reservations as part of comprehensive holiday packages. This hands-on, personalized approach can be beneficial for travelers who are overwhelmed by online options or who are planning complex, multi-destination trips requiring expert coordination.

Advantages of the Traditional Model:

• Personalized Service: Clients can have a direct conversation with an agent to tailor a trip to their specific desires and budget, something that can be difficult with online booking engines.
• Expertise: An experienced agent may have deep knowledge of specific destinations, cruise lines, and resorts, potentially offering insights and perks not easily found online.
• Problem Solving: If issues arise during a trip, having a dedicated agent to call can be invaluable for resolving problems with flights, hotels, or tours.

Disadvantages Observed:

• Lack of Digital Presence: Empress Travel appears to have a minimal online footprint. The absence of a modern, professional website makes it difficult for potential customers to view sample itineraries, learn about specialties, or read verified testimonials. This lack of transparency is a major drawback compared to competitors.
• Dependence on a Single Point of Contact: The heavy reliance on one key person means the quality of service is not standardized. The starkly different reviews suggest a lack of consistency.
• Potential for High-Pressure Sales: The recent comment about the agent being "salesly" is a common criticism of commission-based travel services. It can lead to clients being pushed towards more expensive options rather than what is best for them.

What to Consider Before Contacting Empress Travel

Given the available information, approaching this agency requires careful consideration. The business is not accredited by the Better Business Bureau, although it holds an A+ rating on the BBB site, which is calculated based on factors like time in business and complaint history (or lack thereof). However, this rating does not factor in the qualitative customer experiences detailed in public reviews.

For a traveler seeking to plan international travel or a significant family vacation, the stakes are high. The conflicting reports on customer service are the central issue. The older, positive review suggests a history of capability and success, but its age diminishes its relevance. The recent, highly negative review presents a clear and current warning. A potential customer's experience could align with either of these extremes.

Ultimately, Empress Travel represents a gamble. It could be a source of deeply personalized and expert travel planning, reminiscent of the "top-notch service" described years ago. Conversely, it could result in a frustrating and condescending sales interaction. Prospective clients should weigh their comfort with this uncertainty. A preliminary phone call to discuss potential travel deals or a trip idea may be the best way to personally assess the current customer service climate before making any commitments.