It astounds me how this business can continue with the lack of customer service it provides. Although my experiences with this place and Fernando San Martin (whom I believe is the owner) have always been less than great, they always did book the travel I requested for my South American trips without a hitch and I don't typically need a lot of extra service, given I am very comfortable traveling outside the country. Since he has been my father's travel agent for many years, I have always engaged him for travel to South America due to my father's 40+ years of travel there. You'd think there would be some loyalty to the years of business he has enjoyed from my family...
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