Leisure Travel Services
BackLocated on post at 2171 Rock Merritt Avenue, Leisure Travel Services (LTS) operates as an official Morale, Welfare, and Recreation (MWR) program for the Fort Liberty community. Its fundamental mission is to provide active duty personnel, retirees, DoD civilians, and their families with access to discounted travel opportunities, from theme park tickets to comprehensive vacation packages. The primary appeal is undeniable: offering significant savings on what can otherwise be costly recreational activities. However, a closer look at customer experiences reveals a stark contrast between the agency's promising value proposition and its operational realities, presenting a significant gamble for potential clients.
The Core Advantage: Exclusive Savings
The most compelling reason for any service member to consider LTS is the potential for financial savings. As an MWR entity, it provides access to exclusive military discounts that are often unavailable to the general public. This includes specially priced tickets to major attractions like Walt Disney World and Universal Studios, often through programs such as the Disney Military Salute or Universal's Freedom Pass. One customer, despite having a deeply negative experience overall, conceded that the agency is "Great that they offer such low prices for what can be expensive tickets." This sentiment captures the essence of LTS's appeal. For those planning family trips, these savings can be substantial, making otherwise unaffordable vacations possible. The office can assist with booking all-inclusive resorts, hotel stays, and rental cars, positioning itself as a one-stop shop for travel planning services. For some, the experience is exactly as advertised. One positive account highlighted the "excellent" staff and successfully booked two overseas trips, expressing intent to use the service for all future travel needs. This indicates that when the system works, it can work very well, delivering complex and satisfying travel arrangements.
Significant Operational Deficiencies
Despite the allure of low prices, a significant volume of feedback points to systemic issues within the agency's operations, primarily centered on communication, customer service, and transparency. These are not isolated incidents but recurring themes that suggest deep-rooted problems that potential customers must be prepared to navigate.
Communication Breakdown
Perhaps the most frequently cited complaint is the near impossibility of contacting the office by phone. Multiple clients have described the experience as "horrible" and "impossible to get anyone on the phone." One individual mentioned that her husband tried for two weeks to order and pay for tickets, but calls were neither answered nor returned. This level of unresponsiveness is a major barrier, especially for military families with unpredictable schedules who cannot easily visit the office in person during its limited weekday hours of 10:00 AM to 5:00 PM. The lack of phone access effectively forces customers into a single point of contact: a physical visit, which comes with its own set of challenges.
In-Person Service: A Test of Patience
For those who do make the trip to the office, the experience can be equally frustrating. One detailed account chronicles a customer's four separate visits in an attempt to get a travel quote, all of which ended in failure. The reasons given were varied and indicative of poor management: being turned away because an agent was going to lunch, arriving too late in the afternoon due to an arbitrary "cut off," and discovering that a travel questionnaire submitted weeks prior was simply left in a pile, unaddressed. During one visit, the customer waited for over an hour while the sole travel agent on duty was reportedly engaged in casual, non-work-related conversation with another client. This anecdote, combined with the observation that there seems to be only one agent to handle the needs of the entire Fort Liberty community, highlights a critical understaffing issue. The MWR's own FAQ page acknowledges that agents may post "closed" signs at their desks to catch up on complex research for travel packages, which, while understandable, contributes to the long waits and frustration for customers seeking assistance in the office.
Lack of Transparency and Accountability
Beyond wait times and poor communication, a more serious issue involves a lack of critical information provided during transactions. One client purchased tickets for a specific time slot at an event, only to discover later that LTS had issued tickets for a different time—because it was the only slot the agency sold. This crucial detail was never disclosed before or during the purchase of the non-refundable, non-exchangeable tickets. When the customer sought a resolution, the staff member's response was a blunt and unhelpful, "You were SOL on this." This incident points to a failure in the agency’s basic responsibility to inform its clients fully. The official LTS website does state that sales are final, but this policy becomes problematic when the agency itself is the source of the misinformation. Such experiences not only waste customers' time and money but also erode any trust in the travel agency as a reliable service provider.
Conclusion: A High-Risk, High-Reward Proposition
Leisure Travel Services at Fort Liberty exists in a paradox. It holds the key to valuable military travel agency discounts and has facilitated successful, complex international trips for some clients. The potential to save hundreds of dollars on cruise deals, theme parks, and other vacations is a powerful incentive. However, the path to securing these deals is fraught with obstacles. Prospective customers must weigh the potential savings against the significant risk of encountering an unresponsive, disorganized, and opaque service. The agency appears to be struggling with inadequate staffing, leading to a cascade of problems from unanswered phones to unacceptable in-person delays and critical communication failures. If you choose to use this service, you must be prepared for a potentially arduous process. It is advisable to handle all business in person, arrive with ample time, and be ready to wait. For any purchase, especially non-refundable tickets, it is essential to ask direct and specific questions about all restrictions, times, and dates, and to verify every detail before payment. For simple, straightforward ticket purchases, the hassle may be worthwhile. For more intricate travel planning services, it remains a gamble.
