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Travelocity
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1.6 332 Reviews

Travelocity Complaints Summary

47 Resolved
275 Unresolved
Our verdict: With Travelocity's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Travelocity reviews & complaints 332

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9:28 am EDT
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Travelocity lying agents

I booked a hotel through Travelocity. When I received a court order, requiring my presense during the trip period, I contacted travelocity and asked for a hotel date change -- over three months in advance of the planed trip. They constantly lied to me during our conversations. They told me they were calling the hotel for their approval and put me on hold for long periods of time, . Each time, they said they couldn't get through to the hotel and to call back. THIS WAS AN OUTRIGHT LIE! I CHECKED AND THEY NEVER CALLED THE HOTEL! THEY WERE JUST MAKING MY LIFE DIFFICULT! WHEN I PROTESTED, THEY GOT MAD AND THEY CANCELLED MY RESERVATIUON AND KEPT MY MONEY!

I THINK ANYONE WHO USES TRAVELOCITY FOR ANYTHING IS MAKING A HUGE MISTAKE!

And by the away, the airline did change the dates of my nonrefundable air tickets. I was fortunate not to have booked the air travel through travelocity since they would have just probably kept that money too.

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alexasha
Tigard, US
Feb 02, 2012 10:14 pm EST
Verified customer This comment was posted by a verified customer. Learn more

They lied to me as well! They told me that the trip expenses would be fully refundable and explicitly told me to ignore the e-mail that stated otherwise. When part of the refund did not show up I called them again and they assured me once again the refund is on the way! DO NOT BELIEVE THEM - READ THE FINE PRINT! But better do not use them at all! I've booked 9 trips through them last year and everything was great every time. NOW SOMETHING HAS CHANGED - NEVER AGAIN!

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12:11 pm EDT

Travelocity beware

If you use Travelocity, and need to cancel a hotel reservation due to any reason or emergency. Travelocity WILL NOT REFUND your money. They will cancel your reservation, no problem, but your credit card will be charged automatically. The customer service is located in India, and they have no decision making skills, and are very difficult to understand. We now have two hotels booked for the same week, even though it says very clearly this hotel is refundable on an e-mail confirmation. Total ###. I will never book a hotel using Travelocity. Book directly with the Hotel. It is not worth the aggravation due to Travelocity's "cancellation policies", which is NONE.

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11:34 am EDT
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Travelocity scam/bait & switch

We made the mistake of calling Travelocity to inquire about hotel prices in Paris. The agent took our info and then booked the wrong dates! While on the same call - we pointed out that the dates he had booked were wrong - at which point the Indian CS dept for Travelocity (cheap unhelpful CS) put as on hold for 40 minutes. We got transferred to customer service who said they were part of LastMinute.com and could not help us, then we got transferred again to another person 'Kevin' who also said sorry but we cannot help. How can you not fix your own mistake? Travelocity is clearly cutting costs by outsourcing to India and these people on the phone are no help at all. They screwed up our reservation. We had to call bacj 3 days in a row and be transferred from one agent to the next - they claimed the hotel was closed, the hotel would not make the change etc etc. All becoz we made the mistake of calling Travelocity for a hotel reservation. Should have called the hotel directly. DO NOT MAKE HOTEL RESERVATIONS ON TRAVELOCITY - you will regret it.

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6:02 pm EDT

Travelocity I lost my flight and was redirected to a terrible flight

I have booked my flight for my family with Travelocity and to my amazement I found out they do not take any responsibility for bad service. I talked to several agents in India, who have no clue on what is going on in the US they told me that due to a storm the air lines are closed!

I lost my flight and was redirected to a terrible flight with young children, flying with 2 extra stops and arriving after midnight. All what I got is $100 credit for future travel which had to be a flight and hotel again with Travelocity. There is no place you can report this bad service, it is all controlled by Travelocity, you voice is just meaningless, and so are your complains!

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2:53 pm EST
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Travelocity price guarantee rip off

Travelocity does not honor reduced prices found on their own website. I booked with them for flight and hotel to Nassau. They guarantee a refund if you find a lower price.

I found a lower price of $395.00 on their website and they will not honor it. Their rules for the guarantee state they do not accept screen shots as proof of a lower price then after a month has passed they ask for a screen shot which by that time is impossible to get. I went back and forth with their non existant customer service dept to try and resolve the problem. They at the time of booking do not give you a way to prove they showed a lower price.

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11:06 am EST
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Travelocity absurd refund policy

While traveling in Viginia, I mistakenly booked a hotel online in Richmond, rather than Roanoke, Virginia, I immediately realized my error. I called Travelocity within 2 minutes to cancel, or transfer the reservation. The man I spoke to refused to help me, and refused to let me speak to a superior. Instead, he kept me on hold until my cell phone battery wore out. Follow up emails and phone calls were met with more robotic answers--at no point was I ever spoken to as a real human being.

I have used Travelocity many times in the past, but never had to deal with customer service. As their product is no different from any other online travel site, and the prices are almost always identical among their competitors, all we have to differentiate one from the other is service. Travelocity did unimaginably poorly in this regard, so I would recommend using any other service over them. I am hugely disappointed.

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Cherme
Snell, US
Jul 29, 2010 5:08 pm EDT

Agreed. Poor customer service. They do not resolve problems. I used their Top Secret hotels. Found out that they use any hotel. Regardless of what it looks like. If they provide a room, then they will put you there. I now am filing a complaint to have the hotel condemned. Stay away from them. Use Hotwire or Priceline. They offer quality service at a discount.

Iam still fighting trying to get my money back!

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2:49 pm EST
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Travelocity travelocity.com overbooked hotel

I booked a hotel through Travelocity and received an email confirmation of the same. Yet when I checked into the hotel was told they could only accomodate me for 1 night as Travelocity had overbooked the hotel. When I called to complain I was told they could give me a $25 credit for my next travel. How would that help me with my current situation as the entire city was booked and I had to return home?

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Really?
San Diego, US
Mar 04, 2010 9:12 pm EST

Dude, you were lied to by the hotel. Travelocity cannot overbook a hotel, the hotel overbooks.

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3:10 pm EST
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Travelocity travelocity has successfully deducted the $1888 for the cost of the ticket

I picked up my emails... 4 hours before departing from Sydney to the UK by Malaysia Airlines (to attend my Mother's funeral). Amongst the emails was a notice from Travelocity (now nicknamed Attrocity!) saying that my reservation was cancelled due to 'non validation'. Assuming that non validation meant that the transfer of funds from a flight booked in sydney, paid to a US company from a bank account in the UK could be to blame I blasphemed the bank and tried to rebook the ticket. I phoned Malaysia air.. no problem they would keep my seat open for one hour... on a 45 minutes phone call later STILL talking to Travelocity in the US (or was it Telephone workers in Bangladesh) I had the same rhetoric.. no, we can't undo a reservation that was cancelled ... you need to book another ticket online (despite me pointing out that this would show all seats booked and would ignore my 'saved' seat sitting there reserved by Malaysian airlines).. and finally... I have to pay for this ticket with Malaysia airlines.. despite Malaysian airlines advising me that I had to pay for it from the original people I booked with.

I write this now... the flight has flown, I have missed my Mother's funeral, and after all this.. I find that Travelocity has successfully deducted the $1888 for the cost of the ticket.. That they have advised me after another long phone call, interminable waiting jingles and chasms of silence that it will take me 30 days to be reimbursed...

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Saint Ides
Edison, US
Feb 17, 2010 3:58 pm EST

Travelocity and Orbitz...they just suck. I will ALWAYS use a real travel agent.

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2:07 pm EST
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Travelocity stay away from these con artists!

The company is a joke and a predator on old people. My mother needed to buy a ticket to come to St Jude Children Hospital in Memphis, she lives in portland.

I found her a ticket on expedia on 12/28 for $209 roundtrip. She was certain that her friend was going to get her a buddypass. That fell through. She called travelocity and they said the best deal for her was $638 (which included $130 IN FEES!). Best price guarentee? BS. Today, 1/6. I found even a better ticket on expedia still $200 less. They will do nothing.

Stay away from these con artists!

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marktaco
, US
Aug 31, 2011 1:47 pm EDT

Booked a reservation through Travelocity at the Holiday Inn Express Suites, Amarillo, Texas about two months in advance. Yesterday I found out that I would not be able to use this reservation after all. I called Travelocity and spoke with someone who sounded as if they were in a foreign country and spoke with a very, very heavy accent. When I tried to cancel, they told me that all three nights that had been prepaid would be forfeited ($317), even thought the reservation isn't until 3 weeks from now. When I asked to speak to a supervisor this person would not let me do so. They referred me instead to Holiday Inn, who they say keeps the forfeited deposit. I then called Holiday Inn's central reservation line, who referred me to the Holiday Inn Manager in Amarillo and/or Travelocity. I then spoke with the local Holiday Inn Manager, who referred me to Travelocity. None would refund the deposit.

While I understand a reasonable cancellation fee to cover administrative expenses, charging $317 cancellation fee is anything but reasonable. I urge all readers to not book any hotel stays through Travelocity or at the Holiday Inn.

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Allko
, US
Dec 28, 2009 6:49 pm EST

My wife just called in tears from LAX where she found that Travelocity booked her into a window seat to China last November--that had already been booked a month earlier by someone else.

Korean Airlines first said only a middle seat was left, then later--after tears--found her an aisle seat. Travelocity was snippy when I called, evincing an arrogant "Who Cares? attitude. This injury was added to recent insult by Travelocity. Just last night my wife had to win an argument with the desk clerk at the LAX Radisson where--you guessed it--Travelocity had erroneously booked her into the hotel for two nights instead of one. The Radisson first said, "Too bad, you booked it and you have to pay for it..". It required an extra call to Travelocity--who reluctantly and with attitude--spoke with the desk clerk.

If you want to pay more than the cheapest flight--another thing we have noticed repeatedly--and have your plans mangled by a company that just does not care at all--try Travelocity. Otherwise, steer clear of this modern day dysfunction because they are bad news.

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Eugenia Williams
,
Feb 12, 2008 12:00 am EST

I went online to make reservations and selected travelocity because of there rate. There were a number of pop up windows throughout the booking process; backed out of the order but the order was processed anyway. I went immediately to the itinerary to contact customer support regarding the matter. The rep was hard to understand finally I said that the hotel information was incorrect. She told me the only way we could correct is to cancel the entire reservation. She did not explain what it would cost me or that there were penalties until after she processed the cancellation. I immediately requested a supervisor. She put someone on who was equally challenged in communicating who said the checked with hotel/flight and I would not be charged since I cancelled within 24 hours. I continued checking my account for proper crediting because I called back and spoke to a Victor, who checked to confirm that I would received full credit -(because they captured funds instantaneously but told me it would take 14 days for a refund). I was only credited $350.00 out of $825.00 that I paid! The $474.00 the considered a cancellation fee! All I wanted to do was change my hotel because it was incorrect. I would have kept the entire booking had I been advised that I would be charged to make the change. They are running a less than customer friendly operation and something needs to be done.

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jaimeking
Marietta, US
Dec 20, 2008 1:29 pm EST

We booked our flight, hotel, & rental car from travelocity, over a month in advance of our trip. A week after booking online, we recieved an email stating our returning flight had changed from flight A to flight B- the following day. Well, we immediately called Travelocity- we couldn't take another day off work and spend even more money for another night in the hotel and another day for the rental car. After maybe 2 hours of lack luster customer service, our flight was changed back to A. So- all seems well. Well, the evening before we left, we attempted our online check-in. But AirTran did not have our reservation- some sort of error caused our confirmation to be duplicated. So after half the flippin' night on "ignore", I mean "hold, " they kept telling us a manager was not available and to wait up to 3 hours for a return call. Well, after 3 hours, we called back- and were told to wait another 3 hours. Finally, we were able to get onto a different flight. You'd think that was the end of it, but... no. Vegas was fun. So- the day of our flight, we call AirTran to check in. What do you know- they have us on flight B. So, I called Travelocity, who had us on flight A. After almost 4 hours of "call them", "no, call them", "we can't help you", "well, they need to help you" passing back and forth, we got it worked out. Not once were we offered an upgrade or a partial refund or credit of some kind. It certainly would not keep us as customers, but it might have kept me from finding every site I can to post what horrible customer service Travleocity has. The commercials LIE. You'll have to handle everything on your own. The deals aren't that great- book your trips yourselves!

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Svencent
, US
Mar 03, 2010 12:45 pm EST

All I have to say is Cheaptickets had a flight at the cost of 180.99 after taxes 199.99 and travelocity had a PROMO GREAT DEAL "YEAH RIGHT" flight was to be 138.00 yet after taxes was 180.00 a Bit too much in taxes if you ask me how can they explain $45 bucks in taxes if Cheaptickets is only paying like $19.99 they MUST be putting in BOOKING FEES and that makes it not such a great flight after all since you have to pick there left over flight crap when you could for the same price pick the higher price tikcets lower taxes and you pick your date to leave and time...No Brainer Iam done with these cons pass it on lets get them under. I cant stand dishonest companies.

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Ulbrock
, US
Feb 28, 2010 7:47 am EST

I paid for a 7-day cruise to the Caribbean in addition to a pre-cruise vacation package (2 night stay at a hotel + car) starting on April 9, 2017. I had paid for the entire package in full in January.

The trouble started on first day. After getting to the Alamo service in Fort Lauderdale, I was told that my car service had been registered for pick up and return in Orlando despite having written proof that the pick up point was Fort Lauderdale (return point in Miami) and verbal confirmation from a customer rep two weeks before. I get in touch with Travelocity, and after 2 hours they are able to get me another rental with plans to return the car in Fort Lauderdale and return it to the same site (along with a transfer to Miami). The rep assured me that I would be covered under what I had prepaid earlier and would not have to pay anything in addition. So, I took the car.

About a day later, travelocity calls me to tell me the drop off point has changed to Miami again. So I take the car to Miami without incident after I check out of the hotel. Only when I return from the cruise I find out I have been charged by the hotel and Alamo car service again.

Unfortunately, the swine flu epidemic has caused increased wait times for travelocity customer service. After numerous calls, disconnects and transfers I speak to the hotel and car division rep who says I had no recent trips listed on the travelocity database. (Which I should have suspected after logging in to check the details of my past trip and finding nothing there). He transferred me to the cruise department but refused to give me the number (since I had been disconnected multiple times) citing that it was "an internal transfer". After a few minutes, I was disconnected. I tried to reach travelocity via email, but I kept getting automated responses to use the customer service hotline.

Additionally, I called Carnival Cruise Lines to complain, but they referred me to Travelocity. I somehow do not have access to my previous cruise info on the carnival website as well, but I saved the confirmation and itinerary on my pc (luckily!).

Being quite fed up, it was suggested to me to dispute the charged on my credit card and so far, that seems to have worked.

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Ragan
, US
Jan 14, 2010 2:21 pm EST

I have just spent over 3 hours on the phone with this company. What a joke - or maybe it was me for actually spending this amount of time with them. I have been trying to re-book to change the return flight to later in the day. How is it that the new flight is available for the same price on the airline website, the travelocity website itself, and the agents can't book it at that price? I guess they are not very useful? If they had been competent enough to book the flight when I first called in 3 hours ago, then perhaps they could have booked the flight at the price they promised me.

Oh and did I mention that one of the reps, processed a flight change which doubled the price of the flight without any authorization from me? And ended up charging my credit card $1600 in addition? Thankfully, I got them to reverse that, and here they tried to make up for it by offering to cover the change fee of the flight? But that is where the niceness ended.

This is where they are actually unable to book the flight, even though I can see it online. I can still see it online.

I will NEVER ever use travelocity again. The customer service representatives cannot process anything in a timely manner. They put you on hold for a long time, so you think that they have fogotten about you, and then process ticket changes of over 1000 without authorization.

And then because of their slowness to actually process the change once you have agreed on one, they take way to long and the price of the ticket changes. And I'm not talking about the occasional times that this really happens - of course if you take hours to process a change there is a chance that the fare will change!

DO NOT USE THEM. I would pay the additional 10 dollars on a site like expedia or even the direct airline website, for ease of future interactions with the company.

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Joanna Mazzotta
,
Nov 30, 2007 12:00 am EST

In August of this year I booked a flight from RI to Ca because my brother in law was ill with cancer and his wife was falling apart caring for him. I opted to go help. I called travelocity to book my flight. Here's what happened. After giving my visa number, and being told that I was officially booked to fly out that day, I printed the correct information and went to the local airport. Providence. Because of inclement weather, the flight was delayed and the original airline was overbooked. I was directed to another Airline that had a flight leaving the next day and was given a ticket to fly on that airline. When I returned home that afternoon, I saw a confirmation on my email that came in 30 minutes after that original flight had left. I said nothing.
When I returned to the airport I was given a boarding ### that had the wrong time on it, it did not match the ticket and I was refused when I tried to board.

The problem was corrected after an hour wait in line and the next flight was not leaving for 7 hours. There I was stuck in Detroit. When I realized the connecting flight would cost me 12 more hours, I opted to return to Providence, which I did. I called Visa, and told them the story. They asked me for a written summary of the events at the airport, which I sent them. They contacted the travelocity bank and both agreed to stop payment. Travelocity sent me a bill for 750 dollars.
I called and the rep there, was rude, not to mention stupid.

My flight to Detroit, however fruitless, is the only cost i am responsible for because I was corralled into it and not accommodated. If I waited it all out, it would have cost me 19 hours to get to the connecting flight. I know that is not my problem, it's theirs.

No one should do business with Travelocity until they hire some workers with brains. The first rep was bragging about her prescription for antidepressants. She was confused and inefficient. In the future I will buy my tickets to fly in person, at the airport.

Thanks
JM.

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Saint Ides
Edison, US
Feb 17, 2010 4:02 pm EST

Much better to use a live agent. I heard a horror story about Orbitz that scared me and made me wary of all online travel agencies.

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2:16 pm EST
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Travelocity bait and awitch

I was looking to book a vacation for my family and I so I started searching Travel Agencies. Afetr a while I went to Travelocities web site and entered the dates I wanted to travel anytime in June or July. I entered the length of cruise I wanted 7-10 days and the number, ages of people I would be traveling with, and the area I'd like to cruise (Carribean). The search returned a page that showed all the information I entered and two choices. One choice was around 800 dollars and the other was around 450 on a different ship. I was excited by the opportunity to book an affordable cruise so I called immediately to book the 450 dollar cruise to find that the price was not available on the dates I wanted to travel and that my price was to be around 1500 dollars a person. I will never book with Travelocity ever again.

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Donald Byars
,
Jun 21, 2007 12:00 am EDT

I needed a hotel room in San Diego for a one night layover on my way to Honolulu. I had only one requirement that the hotel provide shuttle service as I was only there for one night and did not want to rent a car or pay taxi fare. Travelocity advertised the Comfort Inn in San Diego as 6 mi north of the airport with shuttle. I booked the room and when I arrived found that Comfort Inn did not provide shuttle service.

I ended up paying 60.00 in taxi fares to the hotel and back to the airport. When I called their Customer Service which by the way advertises satisfaction guaranteed, I was given the run around. I was on the phone for more than two hours as the agent would put me on hold saying he needed to research something. the hold times got progressively longer and longer and it occurred to me that he was putting me on hold in the hopes I would give up. I finally asked to speak to his supervisor and he flat out refused. I kept insisting to speak to a supervisor and finally he said ok and put me on hold again. I never got to speak to a supervisor. The final straw was when I asked him for his name. He replied his name was 'Elvis Thomas'.

I had my doubts that this was his name as he sounded Indian. I asked him if he was making this name up and he said yes he was making it up and would not tell me his name. I finally realized that I was not going to get anywhere with my complaint. My only option is that for the rest of my life I will do whatever I can to discourage friends, relatives and business associates from using Travelocity. Hopefully the $60. I lost will be minuscule compared to the amount of business I cost them.

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Kaiser
, US
Sep 15, 2010 11:46 am EDT

Booked a rental car via travelocity. Encountered the "bait and switch" tactic used by Advantage Car Rental and apparently approved by Travelocity. ACR refused to give me the car type I reserved; ACR would not rent me another car type without charging more money. I refused, I went to another car rental co. instead.Travelocity did very little to address this issue. I will not use Travelocity or Advantage Rental Car nor would I recomend them.

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aimeebn
, US
Aug 13, 2015 5:21 am EDT

I found a "great" deal on an airline ticket and called customer service to book it. The Indian on the other end doesn't speak/understand English well and intentionally keeps on the phone for a long time, just to tell me that "oops your ticket is no longer available, and now costs $2000!" It took me three hours to finally reach a supervisor in the U.S. and it turns out he works for expedia which turns out to be the same company as travelocity. They keep you on hold for hours so you will hang up, but hang in there and don't give up. BUY YOUR TICKET ELSEWHERE

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Disgruntled65
Pu, US
Nov 01, 2009 4:25 pm EST

I booked a flight from RSW to PDX for a good price. That night I receive an email indicating that I needed to call Travelocity customer care as there was a problem confirming the flight with the airline (right), which I did promptly. The customer service personnel is obviously outsourced to India. I made it clear to customer care that I did not want to pay more for my ticket than what was quoted. The gentleman made a new reservation after I told him this., since "one of the leg times had changed." He at no time told me there would be a higher charge for the flight. When I received the itinerary confirmation email, I had been charged a higher price. When I called customer service to complain about the bait and switch, the guy indicated that "prices are always changing" (although never in the customer favor, I'm certain) and that my flight was confirmed. When I looked at the "new" itinerary, it is exactly the same flight numbers as my original booking. I am furious and vow to never use an online travel service again, especially Travelocity, but to buy directly through the airline.

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Travelocity - scam and cheating

I booked 5 tickets to Florida online on Travelocity.com for myself, husband, 2 young children & elderly mother-in-law in January 2007 for a trip in April 2007. I received a confirmation email w/ itinerary and a phone call confirming that I had made the reservation. I was able to print out my itinerary w/ all of the details for our upcoming trip stating...

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Travelocity unable to use credit/voucher

Do not expect to ever use a credit with Travelocity. I have been trying for 2 months to use a credit from a previously canceled flight and all I get is a runaround from a bunch of people who don't speak english very well. I have followed every instruction to the letter on redeeming the ticket voucher, and when I mailed it to them (as requested) they say now that they have no record of it. Its a complete scam, they do not want people to use a credit, or voucher, otherwise it would be very simple. No I am forced to file a complaint with the BBB and keep calling travelocity in the hopes that somebody will be able to make it right. Doubtful.

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Travelocity seat assignment

I am so disappointed in Travelocity. Booked flights, had seat assignments, all final. Ha No seats on any
flight that day going or coming back. Do not book with Travelocity, they can not back up there word.
I have all my information from Travelocity stating that everything was confirmed, seats included. Guess
what, no seats. We have alot of money tied up in this trip and no one at Travelocity was concerned that
we didn't have seats. Just get there early was the words I heard from them. Thank you so much for messing
up our trip we saved for and looked forward to.

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Travelocity overcharged

We booked a hotel though Travelocity for a one night stay in Niagara Falls. Initially we intended to stay one night. We later made time from work to spend a second night and called them to add a day to our room. They were happy to do so and sent us an email to confirm. They did not mention the price of the new room. What in fact happened is the agent upgraded the room and instead of charging 97.90 per night they charged $158 for the added night. When we called (after getting the email) they would not budge. We tried speaking to supervisors but they would not be reasonable even though it was THEIR mistake. These people will NEVER get our business again and we will take them to small claims court and sue (We are not rich and this will be the first time we sued anyone). We will then publish the results.

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Travelocity no seat assignment

I did not know that Travelocity can not get seats on flights until 24 hours before the flight. I was able to go online and book a seat on a United leg of my trip but am not able to do that with Frontier. I would not book with Travelocity again for this reason.
I have had much better luck with Orbitz who handles everything and if a flight is changed and does not work for you, they will negociate with the airlines to find a flight that works.

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Travelocity canceled wrong ticket and credited back to my account and recharged again

I booked three tickets and mistakenly used my sisters maiden name instead of her new married name. I contacted Travelocity and was told they could not correct her name. I had to cancel her trip and buy another ticket. This is what I did and of course the ticket was higher. Travelocity assured me they would refund the amount of her pervious ticket within a 30 day period. Four days later as she was looking at her bank statement she showed me where she was credited back and then recharged on the same day for the canceled ticket. This is only the beginning of a nightmare. I called and talked with two different agents, both telling me that Travelocity had not charged her for an extra ticket, they suggested that her bank possibly had mistakenly done it and that she should wait a few days and see if the credit had been returned and if not to contact her bank before calling them back. By that time is was time to leave on their trip. First I could not print off the broading tickets for my brother and sister-in-law. The site continued to say "See airport agent". Ok, so we did. My brother was no problem, but my sister-in-law had no ticket. Travelocity has canceled her ticket, even though when I checked the itinerary on line both names were there. My sisters name was on the ticket. What a screw up. Thank goodness for the Delta agent going up and beyond her job. She contacted Travelocity and was told that she would have to cancel the ticket for my sister and purchase another ticket for my sister-in-law. This truly preplexed the agent and she asked for a supervisor. They put her on hold. In the meantime she was trying to correct the situation through Delta. She was able to take care of it before a supervisor ever came on the line. After almost 45 minuets at the desk, broading passes were issued and they were finally on there way to security along with everyone else. This was not a small airport and by the time they passed through and reached their gate, it was too late. They missed their flight. Now my sister was on board and flew as scheduled. She had to wait 4 hours at the destination for my brothers arrival as it was his timeshare they were going to. When you call Travelocity, you get to talk to someone in India, sometimes their English is understandable, but most of the time you must ask them to repeat. Try to get a supervisor on line is a major time consuming task. Why can't there be someone in the United States to talk to? Today I called to complain about the above situation, in India, and again was put on hold many times and finally was able to speak to a supervisor. The overcharge is still not taken care of and I had to fax details to their consumer relations dept.. Also, all I got for all the trouble that they had caused was "I'm sorry". I'm sorry to say that travelocity will be the last site that I will use in the future.

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Travelocity lost my reservation

I booked a hotel room through Travelocity. I paid in advance for the room. When I arrived at the hotel Travelocity had not sent them any information about the reservation, when they called Travelocity, they were told Travelocity could not find the reservation, depsite the fact that I had the confirmation email and transaction number. After waiting more than an hour on the phone, the hotel provided me a room, after I agreed that if Travelocity did not confirm the reservation, I would pay for the room again, directly to the hotel. Fortunately the hotel was not sold out. I have not yet learned if Travelocity is going to pay for the room or not, so I may have paid for it twice.

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Travelocity fraud and theft

On March 1, 2009 I made an on-line reservation through Travelocity for airline tickets to Puerto Vallarta. The selected airline was Mexicana Airlines and we were to fly June 6th. I paid for the tickets and for a flight cancellation insurance policy.

In April, the governments of the United States and Mexico, along with the Center for Disease Control and the World Health Organization all issued travel advisories against vacation travelling to Mexico due to the recent Swine Flu outbreak. Mexicana announced that it would issue refunds to travelers wishing to cancel their trips.

My wife and I made the decision to cancel our trip. Our two young daughters, who were to travel with us, had pre-existing medical conditions that could have been complicated by a swine flu exposure and a quarantine preventing re-entry to the U.S.

I contacted Travelocity Customer Service by phone, requesting to cancel. Travelocity was unable to contact Mexicana and suggested that I try to contact them directly. For ten days I tried to call Mexicana using every telephone number I could find. The recorded “All circuits are busy” message was the only response I could get. Finally, I was able to make contact, only to be told that I could not cancel my reservation, only my agent, Travelocity could. The Mexicana customer service agent was rather brusque and could only repeat the same answer to each question I posed. When I asked to speak with a supervisor, I was told that none were available, ever!

Frustrated after speaking with Mexicana, I contacted the insurance carrier, Berkely Care (owned by Travelocity and underwritten by AIG) to file a claim and retrieve the cost of my tickets. After explaining the situation with the insurance company, I was immediately told that my claim would not be honored because “disease” was not a covered item. I hadn’t even filed the paperwork or pediatrician statement yet!

Angry at the treatment I received at the hands of Travelocity and Mexicana, I filed payment disputes with my credit card company, American Express. I also initiated complaints with the Better Business Bureau.

Several calls between me and Travelocity ensued, with no resolution. A few days later, my wife received a phone call at work from an individual representing herself to be an employee of American Express. This individual wished to resolve the Travelocity (but not Mexicana) payment dispute and release the funds for payment to Travelocity. My wife forwarded the call to me. I spoke to the person and recognized the same East-Indian accent that all Travelocity Customer Service agents seem to have. This person again represented herself as an employee of American Express and wanted to resolve the Travelocity payment dispute. I asked her if she really was an American Express employee or an employee with Travelocity and she assured me she was with Amex. I asked her for a call-back number which was refused. I told her I was sure she was a Travelocity employee and she told me, “We are one and the same.”

I asked her to clarify for me that she was stating that Travelocity and American Express were the same company and she said, “Yes, that is true.” Truly amazed at this statement, I asked to speak with a supervisor and was of course, refused. When I accused this individual of making a fraudulent statement for the purpose of coercing me into releasing my payment dispute, she back-tracked with another gem, “We are affiliated companies.” I hung up and contacted American Express.

There has been no contact with Travelocity since, other than an indirect suggestion through the BBB complaint to tell me to file a claim with Berkely Care. I found this amusing because Berkely Care had already told me, “Don’t bother.” They have not responded to my letters. I never did receive any airline tickets.

Mexicana patently refused to get involved. They denied each request for a refund or modification, pointing me back to Travelocity.

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Travelocity refund denied

Travelocity denied me a valid refund of over $1600.00 by purposefully denying information to me, and ignoring my communications with them until after their self-imposed period of limitation had expired. Then they acknowledged my complaint, and proceeded to move slowly. Later, they falsified information to make it appear as if I was the party who was at fault. Let me explain this in detail.

In January of 2008 I made plans to meet my wife, who was a Nepalese citizen and living in our house in Nepal, for a vacation in Bangkok in late March of the same year. I was teaching at an arts high school in San Lorenzo, CA, and I made a reservation and bought a ticket through Travelocity, to fly to Bangkok via Hong Kong and back again. However, on February 22nd of that year, my wife died in a car accident. I cancelled the trip that night and tried to use the credit for a flight to Kathmandu. However the trip reservation as arranged by Travelocity fell through while I was at the airport (San Francisco International), and I ended up paying for the trip myself.

Due to legal complications arising from the settlement of our estate, I had to quit my job and go to Nepal for an extended period of time. I came back to the US in early April, and on April 20th of that same year (2008) I flew back. Again I tried to use the Travelocity credits, but the reservation did not work again, so I ended up yet again paying for the one-way ticket myself.

I was now living in Nepal full time, trying to protect the house I bought over there, along with bank accounts and other assets from unscrupulous family members. Around June of the same year, aware that I was going to be in Nepal for quite some time, I started calling Travelocity to request a refund. Here is where the problems started. Travelocity, first of all, has customer relations times from 7AM to 7PM CMT. Nepal is roughly 12 hours ahead of Central Time, so those times translated from 7PM to 7AM. We did not have, nor was it available until early in 2009, long distance service from our house, nor internet service. I had to call from ISD/STD shops, where long-distance service is available. There were several problems. First of all, they are open from 8 AM to around 8PM, which gave me roughly one hour a day to call. Second of all, Nepal has had, like many countries in the world, an acute electricity problem, and there are rolling brown-outs many everyday, further compounding calling as many of the lines are Internet based, or the shops simply closed as they could not operate computers which people rent by the hour, the shops’ main source of revenue. In the winter we had 16 hours a day of “load-shedding, ” as these brownouts are euphemistically known as. Still I tried to call once or twice a month, which was all I could manage. Often I would wait twenty-five minutes or more on these pay phones, as the toll-free numbers (and collect numbers) did not work from abroad. A few times I was connected with representatives, who said that they would have to get back in touch with me. As I did not have a phone number which they could reach me at, just a mobile number (which in Nepal are very difficult to reach from abroad) I gave them my email address ([protected]@yahoo.com) to reach me at. They never emailed me.

Finally in early 2009 I started emailing them, again explaining the problem, asking for a refund. Each time it was as if they had never heard of the situation before. It was not until March 3rd of 2009 - fourteen months after the ticket was purchased on my Chase Bank - Amazon.com Master Card - that Travelocity emailed me back with instruction on which documents to supply them with at their Texas headquarters. Even then they said nothing about their one-year time limit on refunds, nor had they said anything before that. I sent the documents later, about one week afterwards. They never acknowledged receipt of these documents. It was not until June of this year that they acknowledged this, and sent the information on to Cathay Pacific, the carrier. Cathay bounced it back to Travelocity, stating that as Travelocity was the ticketing agent, they were responsible.

Then finally, last week, in a phone conversation with a representative, I was told that it was too late, and that the window for refund had passed. I am firmly of the belief that Travelocity knowingly delayed responding to my phone calls and giving me information on what documents to send to them to process my refund request. I finally spoke to a manager, Victor, who claimed that in a phone call they told me, in November of 2008, to send a death certificate, marriage certificate and a copy of her ID. This is a flat-out fabrication. The first information I received from Travelocity on what to provide them with, as I stated earlier in this letter, was in March of this year. So they have also falsified information in order to make it appear as if they had proceeded in a due fashion. I am not a wealthy individual, and had they told me what was needed in November I certainly would have provided it then. Then in an attempt to pacify me they offered me a 100 dollar rebate. In a not very polite email, I told them what they could do with their rebate.

I am writing this letter, again as a complaint against what I see as Travelocity’s willfully negligent and misleading business practices. Their aim is solely monetary. My aim was to gain a refund, due to the death of my wife, and this company took advantage of my difficult situation to bilk me out of what should have been a normal business transaction. Perhaps there are other consumers who have had a similar experience with Travelocity.

David Hammerbeck

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ginanothappy
Cleveland, US
Mar 19, 2010 2:13 pm EDT

I have come up against the same awful situation with Travelocity. The way their India customer relations people spoke to me was incredibly condescending, and argumentative. We need a congressman, like Jay Rockefeller, to bring up these awful business practices (i'm being nice calling it that) before congress, as he did for Post-Transaction Marketing.

You can't have companies making it impossible to get restitution when they incorrectly charge your credit card. It's actually called stealing. This big company is stealing from common folk. They make it so difficult by putting you off, delays, delays, delays, until you give up because you just need to cut your losses.

The 'face' they've given to customer relations are people that have no empathy whatsoever. They are robotic, and the brand of english they speak is very distancing, condescending, and robot-repetitive. I spoke to a supervisor, which took me much waiting on hold. He was very argumentative with me.

I had not wanted the flight insurance which travelocity automatically signs you up for. You actually have to unclick their 'product' so that you don't have to pay for it. I don't have time to be hypervigilant to a company's antics like that. I just want to find someone I can trust and stick with them. It's unnerving that travelocity should not be doing so well considering their business practices.

I was with travelocity since their conception. now i will not go back to them. shame on you travelocity!

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Travelocity - advertised 5 star hotel secret hotel - gave me 4 star

After searching for several days for the best price I could get a 5 star hotel for, I noticed the "Top Secret" option. It offered a 5 star hotel for $88 and a 4 star hotel on the same street for $45. I purchased the 5 star, not caring what I got as long as it was 5 star. As soon as the purchase was complete, it revealed my secret hotel and said "you are...

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Travelocity Customer Reviews Overview

Travelocity is a popular online travel agency that offers a wide range of travel services, including flights, hotels, car rentals, cruises, and vacation packages. The website has received numerous positive reviews from customers who have used its services.

One of the most significant advantages of Travelocity is its user-friendly interface, which makes it easy for customers to search and book their travel arrangements. The website also offers a price match guarantee, ensuring that customers get the best possible deal on their travel bookings.

Customers have praised Travelocity for its excellent customer service, with many reporting that the company's representatives were helpful and responsive to their needs. The website also offers a 24/7 customer support line, which customers can use to get assistance with their bookings.

Another advantage of Travelocity is its extensive selection of travel options. The website offers a wide range of flights, hotels, and vacation packages, making it easy for customers to find the perfect travel arrangements for their needs and budget.

Overall, Travelocity is a highly recommended online travel agency that offers excellent service, competitive pricing, and a wide range of travel options. Whether you're planning a business trip or a family vacation, Travelocity is a great choice for all your travel needs.

Travelocity In-depth Review

Website Design and User Experience: The website design of Travelocity is clean and user-friendly. The layout is intuitive, making it easy to navigate and find the information you need. The search function is prominently displayed, allowing users to quickly search for flights, hotels, car rentals, and vacation packages. The overall user experience is smooth and efficient, ensuring a hassle-free booking process.

Booking Process and Ease of Use: The booking process on Travelocity is straightforward and user-friendly. Once you have selected your travel options, the website guides you through the booking process step by step. The checkout process is quick and easy, with clear instructions and prompts along the way. Travelocity also offers the option to save your payment information for future bookings, making it even more convenient for returning customers.

Range of Travel Options: Travelocity offers a wide range of travel options to suit every traveler's needs. Whether you're looking for flights, hotels, car rentals, or vacation packages, Travelocity has you covered. The website provides a comprehensive list of options, allowing you to compare prices and choose the best deal for your trip. With a vast selection of destinations and travel providers, Travelocity ensures that you can find the perfect travel option for your next adventure.

Pricing and Deals: Travelocity is known for offering competitive prices and great deals on travel bookings. The website provides a price comparison feature, allowing you to easily compare prices from different providers. Travelocity also offers exclusive deals and discounts, including last-minute deals and package deals. With their Best Price Guarantee, you can be confident that you're getting the best possible price for your travel bookings.

Customer Service and Support: Travelocity provides excellent customer service and support. Their customer service team is available 24/7 to assist you with any questions or concerns you may have. You can reach them via phone, email, or live chat. Travelocity also has a comprehensive FAQ section and a help center on their website, providing answers to common inquiries. Their prompt and helpful customer service ensures that you have a positive experience throughout your travel journey.

Travel Insurance Options: Travelocity offers travel insurance options to provide peace of mind during your trip. They offer various insurance plans that cover trip cancellation, trip interruption, medical emergencies, and more. The insurance options are clearly presented during the booking process, allowing you to easily add them to your travel itinerary. Having travel insurance through Travelocity ensures that you're protected against unforeseen circumstances and can travel with confidence.

Loyalty Program and Rewards: Travelocity offers a loyalty program called Travelocity Rewards. By signing up for the program, you can earn points on your bookings, which can be redeemed for future travel. The program also offers exclusive member-only deals and discounts. With Travelocity Rewards, you can enjoy additional savings and benefits as a loyal customer.

Mobile App Functionality: Travelocity's mobile app provides a seamless and convenient way to book and manage your travel plans on the go. The app is user-friendly and offers all the features available on the website. You can easily search for and book flights, hotels, car rentals, and vacation packages directly from your mobile device. The app also allows you to access your itineraries, receive real-time travel updates, and contact customer support. With Travelocity's mobile app, you have the flexibility to plan and manage your travel anytime, anywhere.

Transparency and Trustworthiness: Travelocity is a trusted and reputable travel booking website. They provide transparent information about their travel options, including detailed descriptions, photos, and customer reviews. The website also displays the total price upfront, including taxes and fees, so there are no hidden surprises. Travelocity is committed to ensuring transparency and building trust with their customers, making them a reliable choice for all your travel needs.

Overall User Satisfaction and Recommendation: Overall, Travelocity is highly recommended for its user-friendly website design, easy booking process, wide range of travel options, competitive pricing, excellent customer service, and trustworthy reputation. Users have expressed high satisfaction with their experiences on Travelocity, praising the website's functionality and the convenience it offers. Whether you're planning a quick getaway or a dream vacation, Travelocity is a reliable and convenient platform to book your travel arrangements.

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