-
October 2024 by Jeannine Barron
If I could give the Hurstbourne Lane office a zero, I would. Below are issues we had booking an Alaska trip. I sent the office a certified letter return receipt and it was delivered on 10/7. I have not heard from them. I have now escalated my complaint to the regional office and hope I can get my complaint resolved.
The first issue is that we had a 3:00 appointment on 12/1/23 to book our September 2024 Alaska trip. We had to wait an hour for our appointment. When making an appointment, the expectation is that the wait will be no longer than 15 minutes. During the appointment I gave the agent both my drivers license and my passport card. At 5:00 we were told that the office was closing and we would have to return tomorrow to complete the booking of our trip. There is no reason why the booking could not be completed in 1 hour. When I got home, I realized that my last name on the booking was incorrect. It was the same last name as my travel companion. I consider this a critical error. We went back the next day to complete the booking. Again, I gave the agent my drivers license and my passport card. She completed the booking and reserved our flight to Vancouver Canada. At no point were we informed that there would be an issue flying into Canada with only a passport card. Had I been told, I would have renewed my card for a book before booking the flight. I did speak to the manager several days later and told her about the issue with my last name. She asked if she could call back later to make sure everything was ok but I never heard back from her.
It is the responsibility of the travel agent to notify the traveler of any travel restrictions. This definitely includes requiring a passport book to fly into Canada.
When we arrived at the airport on 9/6/24, I was informed by American Airlines that I would not be able to board the plane to Vancouver with a passport card. This is another critical error on the part of the agent. I contacted Princess and was told they could not help me since I was changing the flight due to improper documentation. American Airlines did not have an available flight close to Canada. I had to call United Airlines and was able to book two tickets. First from Louisville to Denver, then Denver to Portland Oregon. Upon reaching Portland, we had to rent a car to Seattle Washington then take a bus to Vancouver. Finally, we had to take a cab from the bus stop to the hotel. 24 hours later, we finally made it to the hotel. We were tired, hungry, very stressed and disappointed that we were not able to tour Vancouver as we originally planned.
The whole fiasco cost us an additional $1,685.12.
The level of incompetency at this office is incredible. Needless to say, I will get a passport book before traveling in the future. I also will never book a trip through this office again.
-
September 2024 by Vaughn Downing
Poor service couldn’t find where to make my appointment at little did I know it wasn’t even on their website so I had gone in to make an appointment or just ask where to find it a lady had stoped me in line and just said if I didn’t have an appointment to leave and look online. She didn’t even let me get a word out or offer any help just sent me right back out the door she was just such amazing help for the whole minute I was in there. Should’ve just stayed home.
-
August 2024 by Bridget Hempel
Terrible customer service. Only one person working travel. I’ve been waiting over 30mins for an international driver’s license. No one else to help. The manager told me to go to another location!!!
-
November 2023 by Tom Cox
My car battery was dead and Brian Powers with AAA came with his jump box and got me going in about 2 mins. Thanks Brian and Rescue Rangers (AAA).
-
August 2023 by Jordan Frapp
If I could leave a 0 star review I would. Because Louisville would not help me in person, did not file a case back in May even though they said they would, and will not return any voicemails or emails from me, or Ashley (another AAA representative), my wife and I were not able to use one of our cars for four months. They damaged it when they towed it and it became unsafe to drive. That happened in May, it is now the middle of August and my case got resolved LAST WEEK. This was the most ridiculous, unprofessional, and subpar customer service I have ever received. Which is saying a lot because I have still not received anything from them. My case had to go to the national level because Louisville refused to do their job. The Better Business Bureau should look into Louisville because of how awful they are at doing their job. Thanks a lot!
-
June 2023 by Cynthia Wimberly
Awesome people's
-
January 2023 by Dana Shaw
Wish, I had read the reviews first!!! This location is a joke!! AAA I agree with most other reviews is a shame!! If you’re considering AAA, DON’T!!
-
October 2022 by Bill Donahue
Went there to purchase Travel insurance, apparently that’s not lucrative enough for the agents. I was there nearly an hour and watched 3 people who came in after me get service because they were booking a vacation. I’ve been with AAA nearly 40 years and this is the second time I’ve been treated like that. Love the auto service but the Travel service sucks.
-
October 2022 by Bill D.
Needed to purchase Travel insurance, but apparently that's not lucrative for the agents. I was there close to an hour and watched over 3 people wanting to book vacations come in and get waited on before me. I've been with AAA nearly 40 years and this is the second time I've been treated like that.
-
August 2022 by Kevin B.
I paid them $14 per month for 2 years, then when I needed them they left me stranded. a horrible organization with horrible people.
-
July 2022 by Rebekah Nelson
Our customer service agent seemed annoyed by our inquiries about arrival time of tow truck. We waited about 4 hours. She also lied to us about a child locked in a hot car that placed us lower on list. Tow truck driver said this did not happen. Not cool to lie about such a sad and serious issue.
-
June 2022 by Brijesh Paliwal
No one answers the phone and questions.
-
June 2022 by Lynn R
Stopped by to get maps for vacation trip. Was also offered magazine book on area. Prompt service.
-
June 2022 by Lore R
Needed a triptik for a trip across country. Diana was extremely professional, helpful, patient and friendly. Answered all my questions and helped with a car. Recommend AAA.
-
June 2022 by Daniel Sherrill
Called 2 hours ahead to schedule a tow at 5, an hour and a half of waiting and still no ETA at 630. Gave up. Going to get roadside through my insurance company.
