Figone Travel Group Inc. – The Cruise Marketplace

Figone Travel Group Inc., operating as The Cruise Marketplace, is a long-standing travel agency in San Carlos, California, that has carved out a distinct niche in the tourism industry. Family-owned and operated since 1939, this agency brings decades of experience to the table, positioning itself as a specialist in cruise packages. Its extensive history is complemented by numerous accolades, including being named one of America's best cruise discounters by Arthur Frommer and earning top producer status from major cruise lines like Princess, Carnival, and Royal Caribbean. This deep-rooted expertise is a significant asset for travelers looking for knowledgeable travel consultant services.

The Strengths: Expertise and Personalized Planning

One of the most compelling reasons to consider Figone Travel Group is its specialized focus. For individuals overwhelmed by the complexities of planning a cruise—from selecting the right cruise line and itinerary to choosing a cabin—the agency offers a clear advantage. Recent customer feedback highlights the value of this expertise. One client, who was struggling to organize an Alaskan cruise, praised agent Jennifer Figone for being exceptionally responsive, patient, and effective, ultimately making the entire travel planning process simple and stress-free. Crucially, the agent was able to secure discounts that the client would not have found independently, adding a tangible financial benefit to the service.

This dedication to personalized service appears to be a recurring theme among satisfied customers. Another review celebrated agent Janice Ceccotti for her phenomenal work in crafting a dream vacation to Hawaii for a special occasion. The client described her as patient, honest, and instrumental in making the trip a success, indicating a high level of commitment to individual client needs. This suggests that for milestone trips, anniversaries, or complex all-inclusive vacations, the agency's agents can provide significant value by managing the details and ensuring a smooth experience. The company's president, John P. Figone Jr., reportedly has experience from over 225 cruises, which further solidifies the agency's claim of deep industry knowledge.

Areas for Caution: A History of Inconsistent Service

Despite these positive accounts, a comprehensive look at the agency's history reveals a significant caveat: inconsistent customer service. The same agent who received glowing praise in one review was the subject of a deeply negative one from a different client. This former customer reported a disastrous experience involving a complex partial-cruise booking for a 50th wedding anniversary. The review details serious communication failures, including allegations of the agent being rude, unresponsive, and ultimately making a critical error regarding passport requirements that prevented the client from boarding the ship. This incident resulted not only in a significant financial loss but also in missing an irreplaceable family event.

This is not an isolated complaint. Another older review describes what the client called the "worst customer service" they had ever encountered in the travel industry, citing a refusal to return phone calls and unhelpful attitudes that forced them to cancel and re-book with another agency. These accounts, though some are several years old, paint a picture of an agency where the client experience can vary dramatically. While the business holds an A+ rating from the Better Business Bureau (BBB), it is not BBB accredited. Prospective customers should be aware that while some may receive exceptional service, others have faced significant frustration and costly mistakes.

Navigating Your Experience

For potential clients, the takeaway is nuanced. Figone Travel Group / The Cruise Marketplace is clearly not a generic booking portal; it is a team of specialized cruise travel agents with the potential to offer immense value. Their long history and industry recognition are testaments to their capabilities in the cruise sector.

However, the disparity in customer experiences suggests a few best practices for engagement:

• Clarify Complex Requirements: If your travel plans are anything but straightforward—involving multi-leg journeys, non-standard documentation, or coordinating large groups—it is imperative to communicate these details clearly and repeatedly. Ensure all critical information is understood and acknowledged in writing.
• Engage Proactively: Given the reports of communication lapses, it may be wise to be proactive in following up. Don't wait for return calls if a deadline is approaching. Maintain your own records of conversations and agreements.
• Inquire About Agents: Since experiences seem to be agent-dependent, it could be beneficial to ask about the specific travel consultant you will be working with. The most recent positive feedback specifically mentions Jennifer Figone by name, which could be a useful starting point for new clients.

In conclusion, Figone Travel Group offers a potentially high-reward service, particularly for those seeking expert guidance on cruise packages and other vacation packages. The agency's deep knowledge and ability to find deals can be invaluable. However, this potential is tempered by historical reports of significant service failures and communication issues. Travelers who choose this travel agency should proceed with clear communication and careful diligence to ensure their experience aligns with the company's many accolades rather than its documented shortcomings.