Custom Travel

Do not book through Custom Travel! Terrible experience! My parents and I booked a family trip to Mexico for my cousin’s wedding. A few weeks before the trip we were devastated with the news that my mom has stage 4 cancer. On her doctor’s advice we had to cancel the trip and relied on Custom Travel to process our trip insurance claim. Custom Travel was unprofessional, unreliable, and neglectful with processing the claim. Shame on Sandi and the insurance company, Travel Insured, for not even being able to perform the bare minimum of their job and keep to the terms of their business contract during such a stressful and horrible time.

We used Custom Travel to book our honeymoon to Sandals Grande Antigua. The resort was just fantastic. Veronica was wonderful and her knowledge of the Sandals’ properties is unmatched. She took care of everything! It was such a treat to have someone take care of literally EVERY detail… now I won’t book travel without her!

Scary experience. Inappropriately angry and unprofessional described Veronica’s behavior with us. There are other travel agents in the area who will treat you as if they actually want your business.

My husband and I just got back from our flawless honeymoon. Veronica was wonderful and made our honeymoon a dream come true! We are going to use her for our up coming trip to Vegas!

Veronica keeps part of your deposit without telling you up front. My experience with her was absolutely terrible. We had to cancel our trip after only putting down a deposit and she kept a percentage of it. Before booking I specifically emailed her asking, would there be any penalty fees if we had to cancel after paying a deposit. She replied, saying no. When i questioned her about keeping part of our refund, she became very angry, to the point she screamed at me uncontrollably in her office. I remained calm and left only to hear her still screaming as I walked out the door. It was quite disturbing although I was aware of others who had experienced similar situations. I had called the cruise company and all surrounding agents and they all said they give a full refund within the time period we had to cancel.

I have used Custom Travel for 3 vacations in the last 3 years, it is such a breeze to book with them! I have worked with both Veronica and Sandy… both are knowledgable and work hard to stay within my budget for every trip. They do the hard work and research for you. No matter how difficult my requests were (needing to leave at a certain time of the day, only wanting a certain room type, only wanting to fly out of Bradley, etc.), they were able to meet all my needs. They actually listen to you!
They sent me on 3 AWESOME trips (Sandals Antigua, Rivieria Maya in Mexico and Disney). I am also planning on using them for my honeymoon next year (they offer a free honeymoon registry!). I know that will be the best part of the wedding planning process and they will make it so simple!
I have found great customer service at Custom Travel — something that can be hard to get today!

Veronica initially was very attentive, helpful, and eager to accommodate. She set up a bunch of reservations for a friend of mines wedding. Mine was a little more difficult as I was sharing a room with someone and splitting the bill. I was the first to reserve, but in my humble opinion I feel I received the worst service.
The stay was at Sandals Grande in St Lucia, and as a service member I receive a 10% discount according to their website. The front desk personel of the resort told me Customs Travel had to issue the discount, somewhere along the lines this was lost to me.
Also certain things I was told would be included, weren’t. I was sharing a room with a friend, who ended up not being able to go. The attitude that came with not having his payment was absolutely unprofessional. After two weeks of Veronica attempting to contact the other person in my party, we realized I would either have to cancel or pay the full bill. She contacted me and informed me of her inability to get in contact with the other party member. I offered to pay after I was done teaching a class I was heading to, or the following day. The reponse to this was quite unprofessional to say the least. Needless to say my students had to wait a few minutes for me, as I spent an extra few minutes making sure she could have the payment immediately.
Around the time of making the final payment, I looked at the Sandals website’s prices. The prices were close if not the same. And from the professional manner in which the resorts employees conducted themselves with, I think I would have been much happier booking with them. I would have not thought certain activities were included, and would have went about the proper manner in receiving a military discount.
In my opinion I should have booked online and avoided the middleman. I will not book travel with Veronica at Customs Travel again.

We just returned from our honeymoon and used Custom Travel to book our Sandals vacation. We were so glad we went through a travel agent and specifically Veronica at Custom Travel. Especially on your honeymoon, you want someone with knowledge and expertise who has your back to make sure everything goes smoothly, and Veronica definitely was that resource. Throughout the entire process, she provided value every step of the way– whether it was giving us honest advice about which resort and room categories were best, answering all our questions via email and phone calls leading up to the trip, arranging for a birthday cake to be delivered to my husband at dinner while there, and just being available when we needed her most.
After missing our flight at the airport due to holiday travel gridlock, Veronica was available on the phone (on a holiday weekend Sunday morning, no less) to help us find different available flights and successfully get to our destination. Even though we booked our own airfare, Veronica still went above and beyond for us with regards to flight status and information. When we did arrive at Sandals, we were given an amazing room upgrade that was several room categories higher than what we reserved and paid for. We know it was definitely with Veronica’s proactive, direct contact and relationship with the resort that made this happen.
To me, it is just a no-​brainer to use a travel agent to protect and help with a major investment such as a vacation. I can’t recommend Custom Travel enough, and we’ll be definitely using them when we book our next trip.

If you must use Custom Travel, be forewarned, Veronica’s method of doing business, in polite terms, can only be defined as mercurial. Warm and attentive if you do exactly as she recommends, icy and rude if say for example you want to provide some input into how your precious dollars are being spent. At times, her responses appeared to be a vaguely disguised temper tantrum. In this day and age of booking online travel, why on earth would I pay $ 60 more dollar to buy a ticket through a travel agency when the prices posted on all the airline search engines is clearly less? Suffice it to say, she does not like these types of questions. So if you are part of a destination wedding, and have to use Custom Travel, get ready to do Veronica’s bidding or face the wrath of an inappropriately angry travel agent.

Veronica is like a human version of that Staples «easy button.» She makes the whole process so simple, straightforward and understandable. She’ll shoot straight, and she won’t steer you wrong nor waste your time. You can expect honesty, helpful suggestions, incredible customer service, and excellent value. Every one of my immediate family members have worked with Veronica, as have many of my closest friends. There’s a reason why people keep coming back to do more business with Custom Travel.