I'm providing overall comments regarding this Italy travel company. If I had to give a grade for this trip, I would say a C+ overall. The details and planning were in place but the implementation and/or communication of the plans need improvement. I provided the agency detailed feedback (both positive and negative with suggestions) in hopes that the feedback will help future clients.
Please note that when we used Zicasso for our trip last year to China, we were 100% satisfied with their services. We thought by using Zicasso again, we would receive the same level of satisfaction but that did not happen.
There were several "near misses" which could have severely impacted our trip. We were able to rescue each situation except for one, which we are still waiting for a refund. A vendor was in error for the time of the tour and blamed us for it.
A second area of concern is that this agency is located in the Eastern time zone in the US. If any issues arise (which they did), they cannot help as guests are 6 hrs. ahead in Italy. Unless the event occurs late in the afternoon in Italy, The travel agency is not available (out of business hours). They depend on guests to contact the vendor(s) themselves to fix the situation. This is not practical as there are language barriers and guests are not in a position to know what the agency negotiated. Travelers use an agency to avoid having to deal with the arrangements and hassles.
Please note that I listed both the UK and Italy below as countries visited. We did London on our own and the agency's services started with transport from London to Italy.
Travel Company's Comment
We are immensely grateful for you taking the time to send us such a detailed report of your trip and we have already used your feedback to improve our service to future clients. I do understand your concerns about not having a local contact, but we do provide a very detailed ‘grid’ including all of the contact names and cell phone numbers of all of your hotels, guides, driver etc. so you can immediately make contact without relying on the ‘middle-man’. Quite often this is actually a better way to resolve issues - for instance, a driver cannot find you at the airport - and you can explain exactly where you are standing to ensure you find each other. All of our guides, drivers and hotel front desk staff do speak english so there should not be any problems with the language barrier. It is honestly very rare that there are any problems, as we have a really reliable network of ‘people’ both here and in Europe who have proved to be conscientious in double-checking details, flight delays etc. In the case of your Vespa tour, they did make a mistake with the timing, and I am very sorry for your disappointment with this experience. We do explain to our clients that they need to have some degree of independence for the trip, and they do need to have a cellphone in case of emergencies but even our most inexperienced travelers do very well.
Perhaps on your China trip it was more of a ‘fully escorted’ tour and this is what you were expecting.
Thanks once again for your feedback and for traveling with us.
Each review is written by a verified traveler who was matched by Zicasso to the reviewed agency. Traveler must have purchased and traveled.
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