Our Gang Travel

Our Gang Travel, a long-standing travel agency located on Springfield Avenue in Maplewood, New Jersey, presents a complex picture for potential clients. With over three decades of experience, this husband-and-wife-led business has cultivated a specific niche in the market, focusing heavily on curated group travel and cruise vacations. The agency promotes a deeply personal, family-style approach, coining the motto, "You haven't seen the World until we show it to you." For some travelers, this high-touch service results in exceptionally memorable journeys; for others, the experience has been deeply problematic.

Expertise in Complex and Group Itineraries

On one hand, Our Gang Travel demonstrates significant expertise in crafting detailed and sophisticated international travel itineraries. Positive client testimonials speak to the agency's ability to manage complex trips that exceed expectations. For instance, one traveler recounted an impeccably planned trip to Egypt, where every dreamlike detail, including a cruise down the Nile, was perfectly executed. Another client praised the agency for being highly professional in arranging distinct trips to Australia and Antigua, emphasizing that they were kept constantly informed throughout the planning process. This level of satisfaction has led to repeat business, with some clients asserting that no other travel planners cater to their specific desires with such precision.

This success appears rooted in their business model. As a self-described family-owned and operated agency, they aim to make clients feel like they are part of the 'gang,' reportedly spending hours with them to build a relationship and understand their needs. This approach seems particularly effective for large groups and those booking high-end experiences. The agency has distinguished itself as a top seller for major cruise lines like Royal Caribbean and has developed a specialty in booking premium offerings such as the MSC Yacht Club. Their portfolio isn't limited to the sea; they have a track record of arranging extensive land tours to destinations in South Africa, Europe, and the Middle East, showcasing a broad range of capabilities in creating custom itineraries.

Significant Customer Service and Communication Concerns

However, a considerable volume of negative feedback points to critical inconsistencies in customer service and communication. Multiple accounts from dissatisfied customers suggest that the welcoming, family-style service is not universally applied. One prospective client, a first-time cruiser seeking basic information about a trip to the Bahamas, reported being treated dismissively. The agent allegedly laughed at their questions, making them feel foolish rather than assisted, which ultimately led the caller to hang up due to the poor treatment.

This communication breakdown is a recurring theme. In another instance, a client preparing for their first cruise described a "worst experience ever," claiming the agency provided minimal explanation beyond taking their payment. Crucial information, such as the requirement to register online for the cruise, was allegedly never communicated to the entire group. According to the review, the client only discovered this critical step by calling the agency a week before departure, at which point an agent—identified as one of the owners, Sheila—was reportedly unhelpful and suggested the trip might not happen. This incident highlights a significant operational flaw, where vital information was supposedly sent to only a single member of a group, leaving everyone else uninformed and unprepared.

Questionable Policies and Financial Disputes

Perhaps the most serious allegations against Our Gang Travel involve its handling of cancellations and financial disputes, particularly during unforeseen events. One highly detailed account from a large group of college alumni planning a 70th birthday cruise to Alaska during the COVID-19 pandemic raises major red flags. Citing health risks associated with their age group, the travelers sought to cancel their booking before the cruise line made its official announcement.

According to the review, the agency's response was not one of flexibility but of rigid contractual enforcement. Our Gang Travel allegedly retained a penalty of $250 from each traveler—and $500 from a solo traveler in a single cabin—amounting to a total of $3,000 for the group. The agency reportedly refused to refund these deposits, citing a pre-pandemic contractual agreement. The situation was made worse when, shortly after, Royal Caribbean officially canceled the sailing. While the cruise line refunded all payments made directly to it via credit card, Our Gang Travel allegedly kept the deposits, stating that they "deserved to get paid" for the work they had done. This experience stands in stark contrast to that of other travelers who, according to the reviewer, used different agencies and received full refunds or were charged only a nominal administrative fee. Such a policy raises serious questions about the agency's integrity and its commitment to client welfare during a global crisis.

What to Consider Before Booking

Based on available information, Our Gang Travel operates as a highly specialized service that may be an excellent fit for a specific type of traveler but a poor choice for others. Their strength lies in planning detailed, multi-faceted vacation packages and serving as hands-on travel planners for groups and repeat clients who are comfortable with their established process.

Potential customers should consider the following:

• Communication Style: The agency's personal, informal approach may work well for building rapport but has been reported as unprofessional and unhelpful when addressing simple inquiries or resolving problems. It is crucial to establish clear lines of communication from the outset.
• Clarity on Inclusions: Ask for a detailed, itemized breakdown of all charges and services. One reviewer noted they never received a breakdown of costs, which can lead to confusion and disputes.
• Cancellation Policies: Scrutinize the terms and conditions of your booking agreement, especially the cancellation clauses. Understand exactly what fees are non-refundable and under what circumstances, and do not assume flexibility will be offered in extraordinary situations.
• First-Time Travelers: Those new to cruising or complex travel may need to be especially proactive in asking questions, as some reports suggest the agency may not volunteer all necessary information.

Interestingly, while the agency is not accredited by the Better Business Bureau, it holds an A+ rating on the BBB website. This rating often reflects a company's responsiveness to complaints filed through the BBB platform itself, and it coexists with the serious, detailed negative reviews found on other public forums. For anyone considering their services for cruise booking or planning a major trip, this duality is worth noting. The agency clearly has the capability to arrange fantastic trips, but prospective clients must weigh that potential against the significant risks highlighted by past customer experiences.