Sato Travel Center

Negative experience: My sailor booked a flight and the travel agent put in for NC instead of AR. They closed by the time he discovered and then when called to get changed they told him non refundable and charged him for another ticket. He got an email address to file complaint and the address is incorrect. You would think they would treat our military better.

Negative experience: If I could leave 0 stars I would. By far the worst customer service or help. You might come out better relocating yourself! They are the definition of pitiful.

Negative experience: The service at their call center is the WORST I've ever experienced for any business EVER. I have repeatedly waited over an hour just to be hung up on just as the call commences, waited hours for a call back to be disconnected immediately after answering and once you do get someone on the line it routinely takes 30 min to get a reservation completed. All in all, typical government garbage...

Negative experience: We are PCsing . Had orders to Hawaii. We have dogs . They issued us tickets to an airline that won’t fly pets . Flight is tomorrow . We’ve been calling trying to fix this issue for days . My husband ticket is still valid while me (spouse ) has been canceled (?) because we asked for a different airline that will fly pets . They didn’t give us a reasoning or anything . We have a time constraint and the only way his command can contact them is through email.

Negative experience: Hell outsources to Sato for all their travel arrangements

Negative experience: I’m not one to usually feel the need to write reviews but I had absolutely the worst, most pitiful experience with SATO traveling on military orders. The customer service I received when trying to get desperate help to find a new flight was rude and the opposite of helpful.

Negative experience: An actual joke. Within a timespan of 20 minutes, I experienced FIVE times where the person stayed on mute on the other line for several minutes hoping I would hang up until they routed me back into the queue (I’m assuming so their AHT didn’t show as an outlier or something). I will absolutely be taking every effort to have this reviewed and looked into. Customer service is deplorable.

Negative experience: I left my information for a call back. Got a call back and the other party hung up on me. I had to call back again and wait 40 mins even longer. Please do a better job, this comes at an inconvenience to those who have other things to do.

Negative experience: Just let adults book their own flights and reimburse them. There’s no valid reason to use this “agency” that has no “emergency line”, false advertising, lying, and dangerous lack of regard for clients. SATO owes taxpayers millions.

Negative experience: Although this is my first review of CWT Sato Travel, unfortunately this is not the first time I have had significant problems. Today is 04Nov23 and I have gotten to the airport six hours early to fly home from a surge deployment. My flight was book and confirmed but for the second time in my career Sato did not provide the funding for my ticket. I am now sitting here on the floor while my admin furiously tries to get me back home. I am a little frustrated but i am used to waiting around. However this happens time and time and time again. This is honestly a normal occurrence. I feel bad for the junior sailors who are on emergency leave, stressed out, and stuck at an airport trying to get home because Sato did not fund their tickets when a loved one is on their death bed. I will be following up this experience with a letter to my local congressmen. There is no reason this should ever be acceptable and this is my second time in three years experiencing this issue. Cancel this company's government contract.

Negative experience: Remember when people were helpful and respectful? Well don't expect that here.

Negative experience: Thought I booked an earlier flight with the confirmation I received, but SATO failed to submit payment and it was canceled. Why do I have a confirmation if it wasn't booked?

Fantastic experience: I was scared to call this place when I saw the reviews but I was pleasently surprised and had a great experience with them over the phone.

Negative experience: Sat here for a few hours waiting to have my travel changed as a result of some issues that came up during our travel. The agent was rude and hung up on me... now i'm stuck waiting anther 2 hours to get a hold of someone.

Negative experience: Was on hold for 90 minutes in the airport waiting for help. No one answered. I went home.

Negative experience: Sat on hold for 3 hours before I gave up. My flight had been canceled when I was trying to get home and SATO was absolutely no help.

Negative experience: I’m still on hold. Only been 2.5 hours.

Negative experience: If I could give SATO negative I would.

Negative experience: Absolutely worst place to get a hold of. Good luck on weekends. Finally got a hold of someone after 4 hrs on hold for the customer service representative to take at least another hour to sort out my flights. After going through all that just to adjust my out going flight I had to miss my return flight because of an issue they supposedly took care of. Whoever runs this should be fired.

Negative experience: On hold for 2 hrs for nobody to answer the phone.

Negative experience: On hold for 3 hours, explained my situation, placed back on hold so she could talk to her manager, then i was hung up on. Called back, got someone on the phone in 40 min... couldn't help me cause i had to go through the norfolk office which was now closed. It's making me put one star or i can't post the review.

Negative experience: I called over an hour before they closed and was on wait until after they closed. They never answered. I called everyday for 3 days, no answer.

Negative experience: I’m stuck in oman and various people on my team have been calling for the past 12 hours both emergency line and during working hours and they will not answer. Hung up the emergency line 3 times on me when I called. I think I am going to inform my congress women.

Negative experience: I’ve been on hold for a hour , this is my second call in the last 24 hours and haven’t been able to speak to anyone. Worst call center I ever tried to contact in my life. Either hire more call technicians or close down.

Negative experience: On hold for an hour

Positive experience: Closed for walk ins still due to COVID measures.

Negative experience: I don’t understand the people giving this establishment a 5 star talking about quick and easy. I think it is an inside job. Who knows the secret to this place? Getting someone on the phone, getting in the building, getting help, getting your travel scheduled? Who knows??!!! At this point, they should unplug the phones. No need to let it ring and not answer. This is all bad management, bad leadership, bad customer service, but there’s a GS-13/14 somewhere that’s in charge of this office that sleeps well at night claiming his staff is productive. I know this review doesn’t mean anything to them, but someone needs to intervene and do something please.

Fantastic experience: I love the customer service and the people are so polite

Negative experience: I have called every 2 mins for the last hour and a half today and let it ring till it disconnects the call with no answer. This is the 7th day in a row I have been calling like this. I am home from deployment on emergency leave and instead of being able to worry about my famy situation I am still calling sato trying to get the paperwork sent to me to complete my vouch out for my flight. Will someone please fix there customer service or atleast answer my phone calls. Tried to post a picture of my call logs of 27 calls today with no answer. It is 1030 in the morning and still no answer.

Negative experience: I have tried to call them 4 times at 11 am on a Tuesday (non-holiday) with no answer!

Fantastic experience: Quick and friendly response times. They do a good job of processing personal needs for last minute travel information and changes if needed.

Fantastic experience: Quick and easy for military personnel

Negative experience: Someone needs to remind them that they are in customer service. They always expect every customer to know exactly what they need to do, what they need to have, and where to go. And when you don’t know what you need, they look at you and talk to you like you don’t know how to do YOUR job.

Negative experience: Last minute we had to get an individual back in the states via an AMC flight. We tried to call multiple times a day, different numbers and not once did we get a pick up. Fed up with the process, we took a trip to the building and called the numbers from the inside and watched the clerks ignore the phones and continue to talk to each other. Not to mention they will call the police on you if you try to resolve travel situations in person.

Positive experience: None of the numbers given work. There are multiple ones in circulation. But once we got through everything was easy. Due to covid no walk in, only appts. The emails to reach them are on the front door and their working hours are different from whats posted. I believe it's 0800 until 1200.

Negative experience: No one ever answers phones or emails

Positive experience: Multiple calls per day, calling multiple days per week, emailing directly, and still no response. Once inside, the service was prompt and professional enough, though.

Negative experience: This place has horrible customer service i called a total of 7 times and still no answer.

Fantastic experience: Super friendly and helpful. Thank you!

Negative experience: Just to submit a passport application, you have to schedule an appointment, which must be made at least three weeks out. There is no information about that anywhere, but when you show up unannounced the employees act like you've just ruined their day and tell you to leave. These people are terrible

Negative experience: Called a total of 3x today 09SEP19. One of the calls, someone picked up the phone and then hung it up; the other two calls just went unanswered. I drove 20 miles from my home to show up to a rude clerk that refused to help me unless I had a locator ID. Totally worthless, what are they getting paid for?

Negative experience: The service clerks treat you as if you are an inconvenience to them while they are the ones getting paid.

Negative experience: The customer service in both SATO and Port Call are very awful. I usually don’t leave reviews for ANYTHING, but this place really bothered me enough to do one because I am a service member who is currently doing her first PCS move overseas and I felt completely disgusted by the customer service here. To make anyone feel as though they are a bother to you in your line of work is automatic grounds for a change of employment in my opinion. I don’t care if these people are prior military or spouses for that matter, the whole staff if not the majority should be completely replaced with people who actually give a damn about their job and helping service members and their families with anything they may have. The professionalism in this place is very bad and needs to be addressed immediately!

Negative experience: Not just SATO. This entire office building needs a attitude adjustment. Someone needs to remind them they are in customers service. They also promised they could process my urgent submission in 24 hours to get my wife on my flight and when. I called 2 days later they said they couldn't find it. Needless to say it didn't turn out well and i flew by myself with two kids. They also book me and my kids on separate itineraries. What's the logic behind that?! There is obviously NO accountability in this office.

Negative experience: This is a government sponsored organization that does not care about connivence for the customer. Long story short I needed to change my flight to Bahrain. I wanted to change the dep airport to LA instead of San Diego. SATO said the change was an extra 2,000$ for which the government will not pay and asked for my credit card number..... I will find a way to get congress to cancel their contract after 30years!!!

Fantastic experience: Everyone was awesome and helpful!! Civilians here are happy to do their job!!

Negative experience: They never put our pet cat on our tickets to Hawaii for PCS travel. We had to pay $125 the morning of and now our cat is in quarantine here in Honolulu. We paid a lot of money prior to our departure from Virginia Beach with civilian and military vets to ensure our cat would have a smooth transition. SATO completely dropped the ball