Fly Away Travel

Located at 1445 W Harvard Ave in Roseburg, Oregon, Fly Away Travel operates as a local affiliate of the extensive Travel Leaders Network. This positions the agency with the potential benefits of a large consortium, including access to a wide array of supplier partnerships and booking tools. The business maintains standard weekday hours from 9:00 AM to 5:00 PM and offers a physically accessible location for clients who prefer in-person travel planning consultations. On the surface, an aggregated rating of 4.3 stars from 50 reviews suggests a generally positive community standing. However, a deeper examination of client feedback reveals a highly polarized set of experiences, indicating that service quality may be inconsistent.

The Positive Outlook: Knowledgeable Staff and Network Advantages

For many travelers, the primary benefit of using a travel agency is gaining access to the expertise of a seasoned professional. Positive feedback for Fly Away Travel centers on this very aspect, with at least one client singling out a travel consultant named Julie for her helpful information and deep knowledge. This highlights the potential for excellent service within the agency, suggesting that when clients connect with the right agent, the experience can be highly satisfactory. The agency's own marketing emphasizes careful planning and a commitment to ensuring clients have the best possible experience, a promise that appears to be fulfilled for a portion of their clientele.

Another significant advantage is the agency's affiliation with the Travel Leaders Network. As one of the largest networks of travel professionals in North America, this connection grants Fly Away Travel access to exclusive offers, special amenities on cruises or at resorts, and a global web of destination partners. For customers, this can translate into better value and more refined custom travel itineraries than they might assemble on their own. The network provides robust support systems, training, and technology to its members, which should, in theory, elevate the service provided by a local branch like Fly Away Travel. This backing can be particularly valuable for complex trips, such as multi-country tours or specialized cruise planning.

Points of Contention: A Pattern of Service Lapses

Despite the positive aspects, a significant volume of detailed negative reviews raises serious concerns for potential customers. These reviews are not minor complaints but point to systemic issues in booking accuracy, customer service, and problem resolution. Multiple clients report experiences that turned their planned getaways into stressful, costly ordeals, undermining the core purpose of hiring a travel advisor.

Inattention to Critical Details and Client Needs

A recurring theme in client complaints is a fundamental lack of attention to specific, crucial requirements. One of the most troubling accounts involves a customer attempting to book a cruise for a handicapped friend. The primary requirement was the availability of handicapped-accessible shore excursions. The agent reportedly proceeded to select and nearly book a cruise without verifying this vital detail, which the client discovered on their own. This incident suggests a transactional approach focused on simply booking a trip rather than providing thorough, needs-based consultation, a critical failure for anyone requiring specialized travel arrangements.

Other reports echo this lack of meticulous planning. A traveler described two separate trips where poorly planned itineraries resulted in unnecessarily long layovers, forcing them to pay for extra motel nights out-of-pocket. Paperwork for the same trip was allegedly incomplete, missing key information about a car rental reservation. These examples point to a potential weakness in the agency's ability to create seamless, stress-free vacation packages.

Financial Errors and Lack of Accountability

Perhaps the most alarming feedback involves significant financial and booking errors coupled with a refusal to take responsibility. One client detailed a disastrous experience where the agency erroneously charged their credit card over $8,000 by submitting a booking multiple times. This mistake led to missed flight connections and significant travel delays. While the agency eventually provided reimbursement, the process was described as slow and fraught with excuses.

In another severe case, a couple's honeymoon trip was thrown into chaos when the agency's booking error shifted their flights a full day earlier without arranging for the necessary extra night of accommodation. When the clients pointed out the mistake, the agency allegedly refused to cover the costs incurred by their error. The clients were met with what they described as a "horrible attitude" from multiple staff members, including the owner. They were forced to rebook flights, losing valuable vacation time and paying additional fees themselves. This account raises serious questions about the agency's integrity and its willingness to support clients when its own mistakes create problems.

Customer Service and Crisis Management Deficiencies

A travel agent should act as a client's advocate, especially when unforeseen issues like flight delays or cancellations occur. Several reviews suggest Fly Away Travel fails in this crucial role. The same honeymooning couple, when facing flight disruptions during their trip, called the agency for assistance. Instead of support, they were reportedly met with hostility and sarcasm. Furthermore, the agency failed to relay updated travel information to the couple's ground transportation provider, compounding the stressful situation.

This dismissive attitude also appeared in less critical situations. A client who only wanted assistance with booking flights—a less lucrative task than arranging all-inclusive vacations—felt they were treated with annoyance and rushed out of the office. This suggests a business model that may prioritize high-commission sales over providing comprehensive service to all potential customers, regardless of the size of their request.

Conclusion: A Calculated Decision for the Traveler

Fly Away Travel presents a conflicting picture. On one hand, it is an established, physically present travel agency in Roseburg with the powerful backing of the Travel Leaders Network, which offers potential access to expertise and exclusive deals. There is evidence of knowledgeable agents, like the mentioned Julie, who can provide excellent service.

On the other hand, the volume and severity of negative feedback regarding booking errors, poor financial handling, and a profound lack of customer support in crisis situations cannot be ignored. The experiences detailed by multiple clients suggest a significant risk of encountering stressful and costly problems. The agency is also not accredited by the Better Business Bureau.

Prospective clients should weigh these factors carefully. Engaging with this agency could be a rewarding experience, particularly if one connects with a diligent and knowledgeable travel consultant. However, it would be prudent to proceed with caution. Potential customers should be exceptionally clear about their needs, meticulously double-check all itineraries and payment details before finalizing, and seek written clarification on the agency's policies regarding errors and cancellations. The decision to use Fly Away Travel requires a careful consideration of the potential benefits against the documented risks.