Was exploring a chance for my minor child to travel abroad with a local non-profit (NP) & had many questions as this was kiddo's 1st overseas trip & w/out parents. Was referred to Cathy Miller at Global Travel (GT). My own personal Travel Agent (TA) agreed to help me oversee all aspects of the trip, so I copied them on my 1st email to Cathy re: availability. In a curt reply, Cathy told me to contact the NP as she was only doing the FLTS. I contacted NP again, but was sent back to Cathy for FLTS & insurance (ins). I emailed Cathy a 2nd time for FLTS & ins. She said she'd send, but not before I told her why my personal TA was in on emails. I explained & Cathy sent me FLTS but no ins advising me to buy from my TA - or she could email the details..? I emailed a 3rd time for ins info & she sent 2 links for me to research. Using trip info provided, my personal TA recreated trip, said it was a good deal, & told me to book. Over next 5 months I paid thousands of $s. 1 wk before trip I got an email w/ trip & FLT info, compared it with FLTS Cathy emailed me months before, & saw class of service changed from business (Bus.) to coach. I called Cathy & explained all. She interrupted/talked over me stating she never said FLTS were in Bus. After giving her my email address 3x, she found the original email she sent & explained, "It was never booked in Bus. I only shared FLT info with you." She apologized many times, offered to book Bus. for $3k more, & said she'd try for an aisle seat as a consolation. I got off the phone with her, called my personal TA to discuss, and they confirmed what I suspected: Cathy made an industry agent error and GT was responsible for booking FLTS in Bus. as offered. My TA was on the line for call back to GT. Jen answered. I asked for a supervisor/manager/owner; was put on hold for 5+ mins. Jen returned saying we'd need to hold some more & my TA asked what we were waiting for. Jen said she was waiting to transfer us to Cathy Miller. I said I'd talked with Cathy earlier, that I didn't want to talk to her again because she didn't resolve my issues, and I needed a supervisor/manager/owner. Jen became defensive saying, "Cathy told me about this & she's already apologized. I don't know why you have to make such a big deal out of this!" Jen abruptly transferred the call & Cathy picked up! My TA urged Cathy to fix her error & Cathy hung up on us! Called back & again asked Jen for a supervisor/manager/owner. Was transferred to owner Evelyn who said Cathy's been going through a rough time because her parents are sick. We got down to the issue of being offered & paying for Bus. class only to find out 1 wk prior to trip that FLTS were in coach. Evelyn apologized for the "misunderstanding" stating: "I'm not saying she didn't make a mistake, but I can't pay for someone to travel Bus. class"; "If you can't pay the xtra $3k for Bus., you likely don't have much money & shouldn't expect that you would have been offered Bus. to begin with"; "Your traveler is just a kid; they don't need Bus. class"; "Your traveler is getting what you paid for - a Bus. class tkt... I mean a coach class tkt" (actually said that!); "It will cost you more to go to court over this than to..."; "I'm not paying $3k for your traveler to fly Bus. when we only made $30 on this trip"; "I'm not liable because you didn't buy your travel from us, you bought from the NP"; "I'm going to protect Cathy. She's a fragile girl & I don't want her to have to go to a mental hospital. She needs a job & is a sweet person when dealing w/ nice people"; and on and on... But it was when Evelyn said "I don't care" regarding my child's safety/security that I lost all trust in GT. I knew I couldn't send kiddo on this trip. I accepted a refund but kiddo's trip was lost. Traveling is great, but also risky. If you need a travel professional who's always there for you, try Harmon Travel. They are right down the street from GT & have senior agents who care very much for their clients. read more