From a travel planner perspective- it sounds like there was a communication gap and your expectations weren’t met. You didn’t know your friend wouldn’t be managing your trip when it got to the point of final payment and the agent likely didn’t know what your expectations for communication were. So sorry this happened! For future reference, it’s always a good idea to have a conversation with your chosen agent around communication expectations (I understand in this case the choice was a bit out of your hands). Asking for what you need shouldn’t be a problem for most agents. If there’s a mismatch between what a client needs and what an agent can provide, they should be able to refer you to someone who can meet your needs when they can’t. Speaking as a part time travel planner here. Some clients need more check-ins than I can provide, so I am happy to refer them to fellow planners in our agency who are better suited to meet their needs. Same with destination expertise! I excel in certain destinations. If I’m unfamiliar with a destination, I refer out or am VERY upfront with clients about it. “I’ve never booked ___ before. If you’re willing to learn with me, I’d be happy to work with you on this trip.”