TravelStore Pasadena
BackTravelStore's Pasadena office presents a mixed but informative picture for those seeking professional assistance with their travel plans. As an employee-owned travel agency, it positions itself as a company where staff are personally invested in client satisfaction. This location is part of a larger, award-winning organization that consistently ranks among the top agencies in the country and is a prominent member of the Signature Travel Network and an affiliate of BCD Travel. These affiliations suggest access to a wide range of resources and benefits for customers. The agency has a long history, originally founded in 1945 with a focus on leisure travelers, a mission it claims to maintain today. Their services cater to both corporate and leisure travel, offering everything from business trips to complex international vacation packages.
Accolades and Service Offerings
The Pasadena branch has received local recognition, having been voted a Reader Recommended winner for Best Travel Agency in the 2023 'Best of Pasadena' awards by Pasadena Weekly readers. It was also recognized by Yelp as a 'Beloved Business' in the same year, an acknowledgment based on a high volume of positive reviews. The company emphasizes the value its professional agents provide, charging service fees under an 'At Your Service' Vacation Assurance Plan, which they assert is outweighed by the quality and convenience of the arrangements they handle. For travelers' convenience, the agency provides an after-hours service for emergencies and a mobile app, Pocket Travel, which allows clients to message their advisor during their trip.
The Client Experience: A Tale of Two Agencies
However, customer feedback reveals a significant inconsistency in the quality of service, which seems to depend heavily on the specific travel advisor assigned. The experiences documented by clients are polarized, ranging from exceptional praise to severe criticism. This disparity is a critical factor for any potential customer to consider.
Positive Encounters
On one hand, several clients report outstanding experiences. Agent Monica Saito, for instance, receives high praise for her ability to create dream itineraries, even for obscure destinations like Montería, Colombia, and for working within what clients perceived as impossible budgets. Her service is described as consistently courteous, prompt, and professional. Similarly, agent Michelle has been commended for flawlessly arranging trips, including hotels, airfare, and activities for a vacation in Puerto Vallarta. This client highlighted Michelle's helpfulness and positive attitude, noting that the entire trip went off without a hitch. These positive accounts suggest that the agency has highly competent and dedicated professionals capable of delivering five-star service and well-organized travel planning.
Negative Experiences and Service Failures
Conversely, a significant portion of the available feedback details deeply negative interactions that detract from the agency's reputation. Multiple reviews single out agent Anita Kayekjian for what is described as extremely unprofessional conduct. One detailed account from a group of travelers labels her the 'WORST travel agent,' citing repeated errors, a failure to provide critical details, impatience, and hostility. The situation allegedly escalated to 'rage-filled phone calls' with yelling and belittling comments. When the clients attempted to switch agents, the company reportedly stated it was not possible after booking and, because the agent was a contractor, they could not hold her accountable for her actions. Another potential client reported that their initial call was handled by Anita, whom they found unhelpful and unfriendly, leading them to book elsewhere after a second call with a different agent was also unsatisfactory.
Another agent, Michelle Bookerman-Enriquez, is the subject of a separate, detailed complaint. A client booking a family trip to Cabo reported that a request to add a person to an existing reservation resulted in a third, unnecessary room being booked at a higher cost. Despite receiving confirmation that the mistake would be fixed, the issue was allegedly never resolved before the trip. The client claims they were left with the extra room and cost, and that the agent became unresponsive to multiple emails and calls both during and after the vacation. This experience left the client feeling taken advantage of and deeply disappointed with the lack of follow-up and accountability.
Operational Details and Considerations
For those considering TravelStore Pasadena, it is located at 140 S Lake Ave STE 280, Pasadena, CA 91101, on the second floor of The Commons building. The office hours are Monday through Friday, from 9:00 AM to 5:00 PM, with evening and Saturday appointments available. Parking validation is offered for the three-story lot off Shoppers Lane. While the company holds an A+ rating from the Better Business Bureau (BBB), it is important to note that it is not a BBB Accredited business. This means they have not committed to the BBB's standards for trust and dispute resolution.
Conclusion
In summary, TravelStore Pasadena appears to be an agency with the potential for excellence but marred by significant inconsistencies in its customer service delivery. The stark contrast between the positive and negative reviews suggests that a client's experience is overwhelmingly dependent on the individual agent they work with. While some agents are celebrated for their professionalism and skill in creating seamless customized travel itineraries, others are heavily criticized for errors, poor communication, and unprofessional behavior. Potential customers should be aware of this variability. It may be prudent to request a specific, highly-recommended agent or to have a very clear and documented line of communication regarding all booking details to mitigate the risks highlighted in the negative reviews. The agency's structure, which may limit accountability for contractors, is also a point of concern for resolving disputes effectively.
