Lai Lai Travel

I would give 0 stars if I could.
terrible customer service. I signed up for a July Japan trip. We paid on time and in full. Afterward, it took nearly three weeks before we finally received a letter confirmation of our trip registration, and another 3 days before final confirmation was received.
It had taken many many many phone calls and e-​mails to get the first confirmation letter. Lai Lai’s Maggie send multiple e-​mails claiming to have attached with it the confirmation letter, but an attachment never came. My wife had to make multiple phone calls and wait through multiple delays, excuses, and even lies, to finally receive a faxed copy of the initial confirmation letter, though it is a paper without any useful information such as hotel confirmations, which was something I being asking for two weeks for. After calling again, Maggie’s assistant, Ms. Lee told us no any one of the hotel confirmed for the whole trip.
Also, my wife e-​mailed Maggie photo copies of our passport on June 19^th. It took her until June 29^th to call us back asking for the passport copies to be resent, as she claimed she was unable to open the attachments. I forward her the original e-​mail from the 19^th and she was successful in opening these same exact attachments that she previously claimed as broken.
I do not know why Maggie tried to string my wife and I along on this tour group registration and delay us till the last second. Perhaps she was unable to secure our tour group before or something. In the end our experience with Lai Lai is very poor.

They obviously can’t handle their customer load because the lady just hung up on me out of nowhere. After reading these reviews, I’m guessing I had the pleasure of speaking with Maggie? It’s the first time that I actually can’t rate the customer service because I wasn’t offered any. LOL!

Maybe Maggie had a bad day or in a rush to have her break, she was being rude and unprofessional, obviously she didn’t care about her company or what trip I wanted to book. I asked about her name, she was in shock and refused to give it to me, but I found that out anyways. This place deserve 0 star.

Why don’t I have the option to rate below a one star?
Horrible customer service, unclear about details.
Called the airline for confirmation of my flight since it didn’t work online and they said that there is no booking preference that matched the information I gave them because the agency gave me the wrong number TWICE. It was a waste of my time because every question I asked my travel agent, they would direct to call the airline but the airline would tell me vice versa since I booked it through them.
The agents do not speak English well. Their policy is completely wack and offers no flexibility for customers. Their changing flight fee is 100 $ while the airline does it for free. There are no refunds so you would lose all your money if you cancel your flight. Overall, I am a frustrated and dissatisfied customer. Why are they even in business still?

yes Maggie can short with you but she does provide the lowest airfare rate to Taiwan/​Asia so if shopping for bargain, just tolerate her quirkie temper and you will for sure getting the lowest rate and the most updated sale event
if you are into service and phone etiquette yes please look else where

Yes, she can be short with you if you don’t now what you want, but keep in mind this place is pretty much a one-​woman shop. Maggie will get you the deals and have great recommendation on travel itineraries and tours. Just make sure you do some research first and at least come in knowing the travel dates and locations you want, and leave the rest to her!

This place sucks hairy sweaty balls. They’re only surviving because they’ve been around in SGV for a long time, but the service is a joke. They’re rude as hell and you’ll never get a decent answer out of them on the phone. Save yourelf some time and go somewhere else.

Negative 1 million stars! I can’t believe they’re still in business! I had the WORST experience in my life.
Back in 1997 (Yes 1997, and I still remember), Maggie (Monterey Park location, and I believe it’s the same Maggie) and her associate messed up my reservation and refuse to correct it. She just didn’t care, and told me to complain all this to a judge in court!
I was really young, and didn’t know my right. I should’ve filed a complain to BBB. Maggie needs to be put in jail for whatever she’s done.
Please avoid this place at any cost!

This travel agency has the most horrible customer service I’ve ever seen! I honestly don’t know how they keep their company profitable. I called the first time to ask for a quote on an airline ticket which they gave me and that was fine but then next 2 times I called to book the ticket they said they will call me right back and they never did. I’m never calling there again!

I don’t think they even deserve 1 star. I called several times and they take my number but I never hear back. Before I could even tell her what I wanted she hung up? How does she know what I want to call me back?
They must have other ways to get business because I will be surprised if people actually use them because of their customer service.

Anyone wants a taste of rudeness, please come and see Maggie (the owner/​manager/​agent/​clerk/​staff/​employee, one person show). Can’t come in? Please call her to hear her snap at you then hang up. If that wasn’t enough, please come in her office uninformed and see how she’ll dig into your pocket.
My wife and I came to office to purchase a particular tour package. We felt like being treated like Oliver Twist «What MORE?». We didn’t asked for anything more, we just wanted our tickets. While she sat behind the desk juggling between 3 phones while talking to us and checking the fax, we had to lean back to watch her snapping at the phone calls and slamming the phones. Quite a shock to watch how somebody can conduct business these days. Where are the decency and courtesy for that hard earn dollar? We felt like coming in the office to beg for thing that’s available on the web {GoToBus (dot)com}. Go online instead of dealing with the primitive and uncivil behavior. Unless you’re pleased with the dominatrix and you’re into the sadomasochistic, bring your whip along and she’ll do you a favor using that whip for you.
We knew what we wanted before coming to the office, however, she said «oh that tour is all out, why don’t you book another one similiar to that for $ 20 more for each». So we booked it feeling like we had no choice because it was a last minute deal. We purchased it because the agency was close to our resident and we booked late. Once we went on the tour, we realized it was the same tour that we wanted in the first place. We talked to several other people on the tour and they all paid the same price but we paid had to $ 20 more for each. Beside problems with the tour, I won’t talk about it here because it’s not part of Lai Lai problem. I just want to point out to make sure to shop elsewhere first then if you have no other choice, go here to get slap around. Quite an experience.