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CB Travel and Vacations Travelocity advertised 5 star hotel secret hotel - gave me 4 star
Travelocity

Travelocity review: advertised 5 star hotel secret hotel - gave me 4 star 84

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1:23 pm EDT
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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 confirmed at this 4-star hotel". I just went through the process to purchase a 5-star hotel, not a 4-star. I confirmed on the main site that the hotel I got was NOT a 5 star hotel, so I called to get the error corrected in some way. Well, after speaking to the customer care representative and her supervisor, I was told that there was nothing that could be done. The purchase was final and if they cancelled the reservation, I would still be out my money. Wow! I believe this could be called false advertising! This is not my first time purchasing hotels using this process, but it was the first time using Travelocity... and my last!

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

84 comments
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Patricia Na
Janesville, US
Jun 30, 2015 10:39 am EDT

I booked a room in New York for my daughter, paid online with my credit card, she was going overseas and needed all her cash! When she got there the staff told her her room had not been paid and she paid cash, leaving her very short on money. I called Travelocity ( long wait, be prepared...)and they called the hotel, said they would refund my credit card as she had paid cash. But...no refund appeared! I called them again ( long wait, for sure..), they acknowledged I had previously called, but now said I need to send the hotel a receipt. From my daughter who is in the African Bush. Shame on you, Travelocity, You took my money and promised me my daughters stay was taken care of, but it wasn't. Such a small amount to lose my business forever...

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Tara Adams
,
Jun 20, 2007 12:00 am EDT

So Travelocity has that decree that "everything will be right or we will work with our suppliers to make it right" (I don't know if that is the exact wording but that's the basic gist of it)--they DO NOT go by this! I booked a plane ticket in March for a flight in June... in April I got an email stating that my return flight had been changed from a 5 PM outbound to a 2 PM outbound. As a friend is having to bring me to the airport for my return flight and the airport is nearly an hour from where they live, this change in itself was annoying. However, in the process of visiting Travelocity's website to see for myself why my flight had been changed I noticed that the price for the flight they put me on was $100 less than the original flight I had booked!

I called Travelocity to complain and after being on hold for the better part of a decade (yes, I am exaggerating a bit) I finally spoke to a customer service rep who could barely speak English and would not listen to what my complaint was. He kept focusing on the flight change itself, which supposedly was because US Air had canceled that 5 PM outbound flight, and would not listen to my real issue--that I was angry that they had put me on a flight that was $100 cheaper than the one I had originally booked! I finally asked to speak with a manager and this person was, if anything, less helpful. After leaving me on hold for another 30 minutes, he got on the line and proceeded to tell me that he had discussed my complaint with the customer service rep I had been speaking to. This in itself was enough to anger me, considering that customer service rep wasn't listening to my complaint in the first place!

The manager proceeded to tell me that the only thing I could do was make a record of my complaint number and, after I returned from my trip, fax my complaint number and my complaint itself to Travelocity and they would see about refunding me the $100 difference. Having always been told that it is best to complaint about an issue when it happens, not after the fact, I decided to take matters in my own hands and mail a formal letter to Travelocity. I did so in April and have not heard from them since. My flight with them is this weekend and I plan on calling them tomorrow to try one more time for my refund, but I'm not planning on having much luck.

The worst part is, US Air won't do anything either because I booked with Travelocity. So much for "working with their suppliers". I will NEVER book with Travelocity again, and most likely I won't use any other online agency (i.e. Orbitz, Expedia) either.

Valerie
Valerie
, US
May 06, 2008 8:32 am EDT

We booked our all-inclusive trip to Mexico through Travelocity. The first page of the confirmation states all inclusive room for 2 adults and 2 children. Wrong. In fine print at the very end of the confirmation it states the hotel "may" charge extra for children. When we got to our hotel in Mexico we could not check in until we paid extra for our children to stay with us. I found this to be very misleading. The hotel even said we were the 4th or 5th family that week to have similar problems with Travelocity. I would never recommend to use Travelocity.

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Yass
, US
Apr 29, 2010 10:04 am EDT

I booked a flight to Brazil, and Travelocity gave the cheapest airfare roundrtip. Of course it was cheaper because of 2 stops, one was a change of airlines. But they listed it as the total price for a round-trip ticket, including fees. Than, someone from Travelocity calls, that I can barely understand and says that they have to fed-ex us the tickets because I will need two baggage claim tickets because I will have to recheck my baggage and the connecting airline doesn't have an agreement with the first. Never did I hear that there would be a price added on for the seat on the second airline, but when I received the tickets, they were priced separately, and what was supposed to be the total price was only the price of the first airline. This was after confirmation of the first price. Their guarantee states "You total price for any transaction, including all amounts payable to us, will always be displayed prior to purchase...but in those rare cases that we make a mistake you can count on us to take responsibility for it." I also had sit in the airport in Buenos Aires for 22 hours because their delay caused me to miss my connecting flight. Don't ever use travelocity, they are not to be trusted even when there is a written guarantee.

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Michelle Barraclough
,
Apr 08, 2007 12:00 am EDT

I booked a flight on Travelocity from Istanbul to Genoa, paid to have the tickets sent to me by FEDEX. 2 Weeks ago I received an email telling me the airline had not confirmed my flights. After $318 of phone calls from Australia being placed on hold for 53 minutes at one stage I still have no idea if I have a flight on not. They will not speak to me email me or call me.

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Larry Joe Fulks
,
Aug 15, 2007 12:00 am EDT

I purchased airline tickets from travelocity to fly inside the US, but I purchased the tickets from outside the country. Travelocity said that it would charge me approx. $50.00 for delivery of the tickets--I accepted the charge. The next day Travelocity informed me by e-mail that they could not deliver the tickets to the address that I requested and instead sent them to my destination! A family member obtained the tickets and sent them to me. BUT, I have now got a $54.95 bill on my debit card from travelocity for shipping the tickets.

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Phil Morgan-Ellis
,
Oct 05, 2007 12:00 am EDT

I purchased a round trip flight from San Jose to Cozumel for December. I was told that I would need to have a paper ticket sent to my house. This is a bit of a problem as there are no house addresses in Costa Rica, no mail boxes and it's the rainy season. I have a PO Box, but they would not send it to a PO Box. So I had them mail the tickets to a friend who then forwarded them to the PO Box. Big surprise, they got lost on the way down.

I have emailed Travelocity and have communicated with someone who clearly has a good grasp of English, though not his principal language. He informs me that Travelocity cannot re-issue the tickets so we can try to mail them again. I'm told my only option is to show up the day of the flight, fill out a form reporting the tickets lost and then purchase replacement tickets at the terminal desk.

Poor service!

Valerie
Valerie
, US
Jul 22, 2008 5:42 am EDT

My wife and I booked ten day motel accommodations through Travelocity with confirmed rates at 4 hotels. Several weeks prior to travelling we changed our route slightly and needed to cancel a one night reservation. We called Travelocity and were informed that we would not be able to cancel that one night and would be charged the $85.00 one night charge. During our trip we inquired of another hotel in that chain why we couldn’t cancel without charge. They stated that had we booked directly through them that it would have been no problem to cancel. According to the management our problem was that we booked through Travelocity. I learned a valuable lesson. Now I only use Travelocity to research rates but now book directly through the hotel/motels websites.

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Connie mcintyre
Endicott, US
Mar 19, 2014 4:49 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Worst experience of my life! I booked a trip through travelocity for a vacation to Montego Bay jamaica for August 2nd through August 9th. I read reviews on the website that stated the hotel had roaches, granted that was in 2017 but I still did not want to stay there and called to change just the hotel portion of our trip and it would have been about a 1200 dollar difference so they would have been getting even more money from us, well I called and of course their customer service is ALL in India and you can't understand half of the customer service reps. I spoke to a rep and he changed my hotel portion from the RIU Montego Bay to the Sandals resort in Montego Bay and after an hour on the phone with him holding and waiting and waiting he ran my card through and charged 1795 four times and then stated it didn't work, you'll have to call back tomorrow and try again. I said you have got to be kidding me after all that! So I waited and called the next morning and started all over again and this time after 2 more customer service reps and another 2 hours and two more credit cards which they charged each of them three times 1795 & 1995 they told me it didn't work for them either so they said call back tomorrow. I called my capital one credit card company and they said that was completely unacceptable and they called travelocity with me on the phone and they had to get them to authorize and take the 6 charges off of my cards and another 2 hours and still no resolution and they said they would try again Monday being a week day and that it would be resolved so my capital one rep called me back the next day at 6:00 pm and we called travelocity again and after speaking to 3 more customer service reps and they charged my two cards 3 times a piece again and still could not just simply change a hotel reservation from one hotel to another and we were on the phone from 6:00 pm until 11:40 pm I finally got angry after 5 and a half hours on the phone and said we are done here, do not charge my account anymore money and do not change anything on my reservation, I am not going to hold and wait and go through this horror any longer. You people have now kept me on the phone for 4 days for over 9 hours total and still have not resolved a simple hotel reservation change! They were unresponsive and could have cared less. I think they just kept me on hold all that time trying to get me to give up. They had no intentions of ever helping me. So I am now telling every single person I know my story and posting it everywhere to try and help as many people I can to not have to go through the horror I did with travelocity, their terrible. Worst customer service I've ever experienced! BEWARE STAY AWAY FROM THEM!

Valerie
Valerie
, US
Jul 23, 2008 5:40 am EDT

A year ago, I had to cancel a family trip to Orlando. We had booked all our reservations through Travelocity and we had to cancel because of an emotionally stressful event that occurred with our son. At the time, I called Travelocity and was directed to an agent who helped me and who refunded our hotel fees, but not the airfare or the tickets into Universal Studios Orlando. They did offer credit on the airfare, however. Today I contacted them to get information on the credit and how would I use it, and discovered that all of our information regarding the trip had been reassigned to a different person including both the Trip ID number as well as the flight confirmation number! I spent nearly an hour on the phone with THREE agents in India, trying to locate the information just so I could determine how much credit I actually had left. It took threats of state and federal lawsuits (literally!) to finally get someone who understood what I needed, and even then I had to provide my entire credit card information (which left me uncomfortable). I will try to contact the trip insurance people to see if they may get me a refund of the money, but if not, I know that I will never use Travelocity again once I use up this credit.

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linda beaver
kenova, US
Sep 07, 2013 11:27 am EDT

I bought a flight ticket to go to Birmingham, al from hts for 320.00 I called back to change to another date was told 40.00 charge for traveocity and a difference charge from USA. ok I was 40.00 from Travelocity then 390.00 to USA, I could have canceled and bought cheaper. I am a single widow I can not afford this, I was not told this is what it cost? this is 750.00 dollars, I go twice a year to BHM this is about what I pay, I planned on going back at Christmas BUT now I probably will not fiancailly be able to go. who ever I spoke to I couldn't understand his lauange very but THIS is wrong Please help help me .can you help toward my next ticket is there some way to help me PLEASE

Valerie
Valerie
, US
Dec 29, 2006 12:00 am EST

I purchased 2 airline tickets from Travelocity through their online service on September 25th. These were round trip tickets departing from Ciudad Juarez, Mexico (El Paso, Texas border) to Mexico City on December 23 and returning on December 27th.

Both tickets were charged to my Chase Visa credit card and paid in
advance.

Travelocity provided me with multiple online confirmation emails as well as a Travelocity trip ID. The most recent confirmation email was sent by Travelocity and received on December 22.

On December 23, upon arriving at Juarez International Airport, I was informed by the Check-in agent that without a paper ticket I would not be able to board the plane. According to the agent, the ticket did not show up as paid on his system and neither my confirmation number nor the online reservation printout would be sufficient. The agent informed me that the ticket showed as "not paid" on his system and that I needed to go to the Azteca Airlines ticketing office in the airport "to try to solve the problem".

Upon arriving at the ticketing office, the ticketing agent once again reiterated what the check in agent had informed me; that I would not be able to travel unless I paid for the tickets again. The agent called Azteca Airline's customer service line to reconfirm the information she had on her system and subsequently informed me that what she had on her system was
accurate. She then informed me that I could use one of their phones to call Travelocity which I immediately agreed to. The agent called another airline employee to lead me to another office to use the telephone.

I tried Travelocity's customer service number multiple times to no avail. No Travelocity agent ever answered. The airline employee informed me, in the meantime, that if I "did not pay for the ticket at that moment I would not be able to board the plane and also that all remaining flights were booked", which meant I would not be able to take my trip.
He then left my wife and I where we were. We had to find our way back to the ticketing office.

Once back at the ticketing office, the agent asked if we were going to pay for the ticket or miss the flight leaving me certainly no other choice but to hand my credit card again. The total charge was 7,574.30 pesos, which is roughly 700 dollars. I was given a receipt and then informed that I needed to rush otherwise I was going to miss the flight.

My wife and I were forced to run up the escalators and then ask the security check point officers if we could cut to the front of the line, which was very long. We just made it into the plane.

Once I arrived in Mexico City, I contacted Travelocity to inform of the situation as well as seek for reimbursement for my ticket. The first agent I spoke deeply regretted the situation and informed that I would receive reimbursement. However, he informed me he needed to speak to his supervisor first. I was left on hold for 35 minutes and then the call "somehow" got disconnected. The entire call lasted 1:11 minutes. I called back immediately and was on hold for 12 minutes before an agent answered. After explaining again what had occurred, to my surprise, I was informed by the agent that "2 paper tickets" had been delivered to my home through FedEx and that those tickets should have been used to check in. Additionally, I was informed that a "C. Savino" had signed for the package. No "C. Savino" lives in my residence. I asked to speak to a Supervisor and requested that it be quick as I was calling long distance. I was left on hold for 27 minutes before an extremely rude and difficult to understand supervisor came on the line simply to inform that no refund would be issue as I should have had the tickets in my possession for check in purposes. I tried to explain the situation again but again, I was abruptly interrupted and informed that no refund would be issued. The call was ended. The second call lasted 52 minutes. Both calls totaled 2:03 minutes and cost $61.50.

I have purchased tickets as well as a vacation with Travelocity multiple times over the course of the last year and a half. I am absolutely disappointed and traumatized by the horrifying travel and customer service experience.

The credit card used to make the repeated purchase was the card I had brought to pay for the travel expenses thus greatly limiting my ability to use it for trip expenses. In addition, the poor customer service treatment received by Azteca Airlines employees on such difficult and psychologically straining situation was absolutely unacceptable.

I vouch not to ever use Travelocity or Azteca Airlines again and hope both companies re-evaluate the communication between themselves as well as the handling of such situations. Travelocity's Customer Service Department is unprepared to handle urgent customer service situations. I hope no other passenger goes through such ordeal.

I have filed a complaint with the Better Business Bureau as well as the U.S. Department of Transportation. In addition, I will be contacting the Attorney General.

My consumer rights must be respected.

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mr maben
deerfield, US
Feb 19, 2009 11:29 am EST

Booked a room through there website and was charged 124.52 for two nights... went to check out and the hotel told me that i had to pay for the room billed me 96.34 .went to get this right when I got home. 2 phone calls and 45 minutes later and a 3 way call with the hotel. the hotel gave me a refund and at the same time I ask the lady at the hotel what the standered rates was if iI called and booked the room myself and she said 96.34... the manager from travelocity said I could file a complaint with travelocitys consumer.relations If I emailed them they would review my complaint. call the hotel yourself first ...

Valerie
Valerie
, US
Oct 16, 2007 12:00 am EDT

Travelocity
www.travelocity.com

We had arrangement with Travelocity for a trip to Nassau, Bahamas. Our flight should been on Tuesday, 2nd October 2017, 6am with Delta Airlines. The problem is that nobody from agency has let us know that we need visa to get to Bahamas so we couldn't get in to the plain without that. When we called the agency to ask for our money back they offered us only half of amount of money back that we payed for this trip. The main problem is that they don't want to refund us the money for our airplane tickets and we talked to Delta Airlines and they told us that is the responsibility of the agency to refund us money back for the tickets. When we spoke to TraveloCity they have just keep saying they don't want to refund us that money. My trip id with TraveloCity is [protected] and my name is Nemanja Jezdic. We even tried to postpone our flight for a next day because in that time we could get visa, but agency wanted that we pay additional 700 dollars just for airplane tickets.

Can someone please help us with this problem because TraveloCity practically stole 666$ dollars from us which is amount that they should refund us for airplane tickets.

Best regards,

Nemanja Jezdic
phone: [protected]

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Ethan
, US
Mar 09, 2010 1:13 pm EST

I had booked two reservations through travelocity. One for travel from Rome to Palermo and a return from Catania to Rome. I had recieved a email back from travelocity stating Thank you:Reservation Confirmation... The email sated that it was an eticket, so no paper ticket would be sent. In addition to flight information it gavew me a boarding pass ..reference code for online or airport checkin. A day later, I recieved another email asking me to contact tTravelocity. When I spoke to their agent located in India, he explained to me that they had trouble printing tickets from the Airline Carrier Blue Panorama Air, and that I should consider the reservations cancelled. They could book me on a different airline that would cost about $200 more. I felt thatTravelocity should pay the differance in flight costs as I has an eticket and a letter of confirmation. The Agent explained that it was not an eticket even though it said so. I asked to speak to the supervisor and got the same story. I then asked to speak to a US agent. I eventually spoke to an agent in Pennsylvania who likewise told me thatTravelocity would do nothing for me and I had no reservations... I receives no satisfactory explaination as to why 1. They sent a confirmation. 2. The confirmnation said it was an eticket 3. They would offer tickets on their website that they in fact could not honor! I was on the phone with travelocity for longer then the flight would have taken... (they keep putting you on hold and transfer calls) and they proved themselves to be disreputable. So long Sicily, Goodbyetravelocity... I will never use them again..

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livelikedavid
North Hollywood, US
Jun 23, 2010 12:15 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I booked a ticket, through Travelociy, from Los Angeles to San Francisco for the Memorial Day weekend. When I got to the airport I was advised that the flight had been "cancelled due to mechanical errors". All other flights to San Francisco were booked solid because of the holiday weekend and was advised that the likelihood of finding space on another flight (even through other carriers), that weekend, was very slim. I was told, via the airline, that I would need to contact Travelocity for my refund, because the trip was booked through them. When I spoke with a Travelocity Supervisor, I was assured that I would receive a refund and was even given a confirmation number for my refund. Now, three weeks later, I receive an email stating I am ineligible for a refund. In speaking with supervisors from Travelocity, I am being advised that the trip was not cancelled, only delayed 1 hour, and they don't refund money for delayed flights. I have advised that I have written proof from the airline stating the flight was cancelled and Travelocity reps haven't wanted it. Only after a 3rd conversation with 3rd supervisor, where I advised that I wanted contact information for their corporate office, so that I could serve court docs, was someone finally willing to view my documentation. Still in the middle of this drawn out ordeal (over a pathetic $300!). It's better to pay a little extra and go directly through the airline than to have a middle man and go through hassel.

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Bowler15
Powell River, CA
Feb 05, 2013 7:13 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Booked an All Inclusive 10 day stay at Buenaventura Hotel in Puerto Vallarta Mexico for over Christmas through a Travelocity agent. Before leaving checked with agent and her supervisor to confirm “all inclusive” and that rooms would adjacent. Arrived at hotel very tired only find one of the bookings was not “all inclusive” and rooms were floors apart. Spent more than 3 hours on phone with Travelocity at the front desk and they could not resolve the issue. Asked hotel manager the cost of upgrading the booking to “all inclusive” and was told 500 dollars. Travelocity said they would review booking phone calls and get back to us in a couple of days. They did not. Upon checkout was presented with a bill for over 600 instead of the expected of just over 500. However when I questioned the clerk she said that was Pesos not Dollars. Quickly paid in cash. Upon returning home went after Travelocity for the agent error (which they admitted to in mid January) for the stress, upset and lack of immediate follow up and out of pocket expenses. When the investigator questioned the hotel about the 500 (not the 600) the manager realized they had charged in peso's and called the charge tips. Travelocity said they would not refund tips. The investigator knew the hotel wasn't giving straight answers and did refund an amount that almost covered the 500 pesos. However Travelocity offered NOTHING for the inconvenience, stress and upset caused by their admitted error. NEVER EVER USE TRAVELOCITY BECAUSE THEY DON'T CARE IF THEY MAKE AN ERROR.

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Carol
Portsmouth, US
Mar 27, 2009 6:11 pm EDT

In the summer of 2017 I booked three one ways for Feb 2017 travel through Travelocity. The first two legs were with Continental, the last leg was with United.

When I arrived at the airport for the last leg my luggage was checked, I had a seat, but United refused to issue the e-ticket. Long story short I had to stay overnight at the airport and fly home on a Southwest ticket the next morning.

Travelocity customer service has been totally non-responsive. DO NOT USE TRAVELOCITY. THEIR "CUSTOMER SERVICE" IS NON-EXISTENT.

Valerie
Valerie
, US
Jul 21, 2008 3:31 am EDT

This is our account of the most frustrating experience we have ever had with any company, ever. In December 2017 we invited family to visit us in Canada and booked a flight through Travelocity.com from Mexico City to Vancouver Canada. The online booking process seemed simple and the price was fair. Three and half months later, all seemed well until we attempted to arrange seating on the plane and discovered that the tickets had been cancelled. I phoned Travelocity and was told that there was a problem with our credit card that led to the cancellation. This was hard to believe since our credit card was charged the full amount on Dec 28 2017 and we paid the bill promptly. We really had to scramble to get alternate tickets on the correct dates to match our resort booking and ended up arranging a flight from within Mexico. Our family members arrived, loved Canada, a good time was had by all.

LET THE MADNESS BEGIN! Now, I'm not a big fan of paying twice for the same service so I fully expected a refund from Travelocity since they charged us, we paid them, but they never delivered the tickets having cancelled them without our knowledge. I phoned again on April 11 2017 and they stated that a refund had been processed way back on Jan 3 2017. I checked our credit card statements and found no such refund. They then stated that a refund would take 30 days. (Get used to hearing that by the way, everything this company does seems to take 30 days.) 35 days later I phoned again only to be told I would have to wait another 10 to 15 days. I continued to phone them periodically over the next few weeks. Each time I was directed to a call center in some far away place, (sounded like India). After many calls I noticed a pattern in their language that made me feel like their only goal at the call center was to delay, defer blame, deny responsibility, in short, to avoid at all costs having to issue a refund. It was absolutely infuriating. I gave up trying to get them to do the right thing and filed a dispute with my credit card company. They finally coughed up a refund in July 2017, 7 (SEVEN!) months after the initial charge. However, the airline charged us a cancellation fee of 100 dollars per ticket, which meant we would be out 300 dollars for the three tickets we purchased and fully intended to use had they not been cancelled without our consent. The seven month delay came during a time when our Canadian dollar was gaining value fast against the US dollar and as a result our refund in Canadian dollars was actually short approximately 200 dollars for a total of 500 dollars. This is what it cost us in actual dollars for the mistake of doing business with Travelocity.com. If I include the time spent on the phone trying to get someone to take responsibility for this it would jump into the thousands. My advice: Go to your local travel agent; someone with a desk you can pound on if things go bad. It's well worth the extra few dollars rather than enduring the freak show and monetary loss we went through!

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nitsuj
Los Angeles, US
Feb 02, 2011 6:09 pm EST

Travelocity did not honor my price guaranteed refund of $285.70, nor did they take the time to communicate this dishonor to me for over three months. I found lower prices for my departure/return flights in October, took and sent screen shots of the lower tickets found for my exact same flights, airlines and flight times, and invoked the price guarantee as advertised on Travelocity's website. I received two auto-generated responses via email to my price guarantee invocation requests, encouraging and informing me to look for my refund 30 days after my completed flights. Great, my wife and I thought. We'd been recommending Travelocity to all of our friends ever since. However, yesterday, I wrote to request a follow-up from the company because I'd heard nothing from Travelocity since the auto-generated responses sent in October, but I only received another generic response, this time from a Sandy T, stating that I was supposed to submit a claim within 24 hours of my having booked the flight for the price guarantee to take effect. How is this a price guarantee? Where was this supposed information when I first invoked my claim? We will certainly stop making recommendations for Travelocity now, and will be sure to spread the word about Travelocity's misleading advertisement, and the obvious injustice done us here.

I filed a claim against Travelocity today at the Better Business Bureau to request justice, a company apology, and a refund of $285.70 for satisfaction.

Valerie
Valerie
, US
May 26, 2008 4:20 am EDT

I cancelled a room reservation due to a contractor I was doing consulting work for cancelled a meeting and was charged the price for one nights stay even though I canceled 24hr. prior to my check-in time.

I feel I should not have been charged for this cancellation as I notified the motel people and TRAVELOCITY 24hr. ahead and besides, I do not have control of the weather which caused the cancellation of work to be done.

I have cancelled rooms in the past when.

made directly with a motel do to weather or other problems beyond my control with out any charges and having given shorter notification. I will make reservations directly with motels in the future.

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Galus
, US
Jan 16, 2009 7:25 am EST

I booked flight and hotel in Nashville with Travelocity. A day or so later, I booked a dinner cruise and received confirmation and copy of credit card charges. One month later, I get a call from the vendor letting me know I did not have a reservation. She called me because she noticed that Travelocity and NOT responded to their e-mail telling them the event was sold out. I tried to find out from Travelocity what happened and all they could tell me was they could refund me. I would have gone to Nashville thinking I had tickets had the lady not called me from Grand Old Opry. When I found out that seats had opened up - I asked Travelocity to re-book and the person who spoke terrible English could only give me a refund. I sent an e-mail to Customer Service and got a reply that my flight and room were confirmed - when the complaint had nothing to do with the flight and room. Hope they did not mess that up. Numerous attempts to speak to supervisor has failed.

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Acccordmen
,
Jun 10, 2008 2:00 pm EDT

The customer service for Travelocity is horrible and when you call the 800 number you're always transferred to someone in India who can only read off of an approved script. I did a little on line searching and found a direct line to their San Antonio office and wanted to share it:

Call Denise at [protected].

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Jorge
, US
Mar 30, 2010 12:30 pm EDT

I was traveling through Cozumel & Cancun. I made a hotel reservation through Travelocity and they confirmed my reservation via email. After waiting at the hotel for 3 hours, they told me Travelocity cancelled the reservation. I tried to call Travelocity's outside US number from a pay phone w/ calling card, but no answer. I made another reservation with a different C Card thru Travelocity (because I was not sure they'd really cancelled my reservation and didn't want to be double billed). I also sent them an email msg to tell them of the problem (where I got no answer). We got a room briefly, but then they cancelled again and the hotel kicked us out.

The biggest problem is I had prepaid confirmation numbers on my emails from them, but no cancellation email. (I didn't dare book elsewhere.)

Anyway... because of their screw up while we were waiting, the hotel sold out, as did the others we'd checked and we wound up sleeping on the beach. Bummer. The next day I hit an ATM with the same card, and paid cash at a higher rate.

Never Again. Never Again. Never Again. Never Again. Never Again. Never Again. Never Again. Never Again. Never Again. Never Again.

Valerie
Valerie
, US
Apr 22, 2008 12:55 am EDT

I attempted to book a flight at a price quoted. After booking they told me the price had risen and there was a charge for delivery of paper ticket. (Originally they said it was an e-ticket) I'm travelling so a paper ticket wasn't an option.

Then they sent me a document saying 'This is an e-ticket, no paper ticket will be issued"

Then they asked for an address to send the paper ticket to. Then I got another e-ticket. This went on for a bit so I decided to cancel and use an agent who knew what they were doing.

Asked Travelocity if I could cancel without charge.

'Yes' they said as the booking wasn't ticketed.

Then they said 'No'

Then they said 'Yes'

And so on and on...

Finally I had to cancel my credit card so that I wouldn't be charged twice. And of course all this took time so prices had risen.

If you want efficiency and to deal with friendly, intelligent people avoid Travelocity like the plague.

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Eric Cruise
,
Apr 20, 2007 12:00 am EDT

Beware of Hidden Travelocity Fees!

Until recently, I had been using Travelocity and Expedia pretty much interchangeably for reservations & travel arrangements. I will no longer be using Travelocity.

I recently had to cancel a motel reservation. It wasn't a last-minute cancellation and I was in full compliance with the cancellation policy of the motel chain. The motel charged me nothing. Travelocity, however, charged me a penalty EQUAL TO THE PRICE OF THE ROOM ! I sent letters to both the motel chain and Travelocity. The motel chain apologized, and assured me that they had levied no charges to me or to Travelocity. Travelocity provided no refund, and pocketed approximately $300 of my money... for nothing.

Do not use Travelocity! If you have to cancel, even with plenty of advance notice, they will still keep your money... ALL of it !

Eric Cruise
Rommel Fence
Poland, NY USA

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erica5025
Chicago, US
Aug 09, 2009 11:35 pm EDT

This past May I booked at 5 night vacation to Cancun for my mom, brother and I. Before booking, I read under the Travelocity guidelines that rooms are based on double occupancy. So I called and spoke with two Travelocity represenatives. Both times, I was told that was just how the room is booked and that since I chose 3 people, that I would not be charged anything additional. I trusted their word and went ahead and booked the trip. Upon arriving at the hotel in Cancun, I was told I would have to pay and additional $300 for having a third person. I was LIVID. I immediately called Travelocity and asked for a manager. Over and over the manager told me there was nothing he could do and that they had no record of me calling and asking whether I would be charged more. I was told me the hotel that if I didn't pay the additional $300 upon check in, I could not keep my room. So I paid the additional $300. As soon as I got back to the US, I called Travelocity. It has now been over a month and I've called and spoke to about 5 different managers. This past week, I spoke with the "top manager" who basically called me a liar and said that I made this up and that I was told I would have to pay the additional price. They refused to credit me the $300 and basically laughed at me when I told them that i will NEVER use their site again. As someone who works in the consumer products business, I am outraged that this company can treat people like this and get away with it. I will NEVER ever ever book through them again.

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Jim
, US
Apr 20, 2010 10:31 am EDT

I 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 calledTravelocity 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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useorbitz
Boulder, US
Dec 18, 2009 7:04 pm EST

I needed a good multiple carrier flight down to Grenada as there are no direct flights from where I live. Travelocity had the cheapest and most direct fares, so I chose to go with them (2 months before the travel date) and purchased my tickets. During the two following days I got 1 promotional email (which I explicitely asked not to recieve when I purchased the tickets) and two emails both stating the following (exact copy):

Thank you for booking your travel reservations with Travelocity.com.

Your reservation has been ticketed, however, the airlines you
selected do not have a baggage agreement. It will be necessary
to claim and recheck your bags when changing airlines.

For any additional travel needs, please visit us at
www.travelocity.com.

Thank you,

Travelocity.com

*** FQDGEJ

I figured, no big deal, I have almost 3 hours of a layover so this isn't a huge problem. One month later, I noticed I still haven't been billed for the flights. I call them to see what is going on, and I talk to three people in India with the names of "Rob", "Monica", and their supervisor "Jack". All three tell me in vastly different words that travelocity cancelled my reservations due to the lack of baggage agreement between frontier and AirJamaica, my two carriers. They also claimed that the flight was cancelled until I told them I had proof that AirJamiaca was flying out of JFK that night and then they backed up and said they issued me emails stating that I hadn't been ticketed for the flights, (by now completely booked), and that they called and wrote emails informing me of this. I keep perfect records and have my phone bill and inbox proving they never attempted to do such things.

I went onto the website only to find that I was still reserved for the flights with my tickets to be delivered to me (FedEx signiture required). I also got an email copy of this after talking to the representatives. I called again to see what the deal is and was put onto hold. Every 7 mins "Rose" kept checking in and telling me they were looking up my records and it was taking longer than normal to find my info. After 35.11mins of this they tell me they will call me back in 2-3 hours with the information. It has been 4 and they haven't tried at all.

Stay away from Travelocity. They care very little about their customers and are poorly run, managed, and organized. Use Orbitz, a very safe and reliable company I've used 4 times before without so much as a hint of trouble.

It has been 4 and I am on hold as I'm writing this. I'm calling their sonsumer relations department and I've been on hold for 30 mins. It closes in 5mins for the day and I'm sure they see my call but don't want to stay late on Friday and aren't answering it for this reason.

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Belleboo
Columbia, US
Jun 10, 2010 3:59 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Our daughter's husband is stationed in Hawaii. We went over for New Years. Booked via Travelocity. No problems. So we decide we want to go back to visit with her again. Did not need anything extravagant since we did/saw everything we wanted on the previous trip. Booked the trip for the end of August 2017. Yesterday she filed divorce papers in Hawaii. We picked her up at the airport this morning. Since she is here we don't really care to go to Hawaii. Been there and done it. So I called Travelocity about cancelling the trip or change it to a cruise for the 3 of us. Now I know I have a "Southern" accent ... but as luck would have it I got the rep with the "outsource accent" and I could not understand her. I explained to the rep what was going on. She kept repeating my itinerary to me. The 2nd time I was a bit pissed. She tells me if I cancel I will still be responsible for $1149 and I would get the rest in a refund in 1 - 2 months. Then asked me why I wanted to cancel or change the reservation ... I had already told her. As my mom would say "in 1 ear and out the other". Did not let me speak with anyone else. She kept saying cancel. So I tell her DO NOT to cancel the trip until we decide what we want to do. So I decide I will e-mail them and explain what is happening. I thought maybe since I was a satisfied past customer they might be willing to switch my booking to a cruise. I get an email back. It was obivious the service rep did not read my e-mail. He says that I will get a refund of $60.90. Now I know math has changed since I was in school ... but I paid $1754. If you subtract $1149 is does not come to $60.90. I e-mailed him and told him he needs to READ what I originally said. The best part is I get a survey asking about my experience with customer service. Like they really care. My daughter should be getting a survey asking about her flight from Hawaii ... she will not use them ever again because of their bad customer service.

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VAGuy30
Sioux Falls, US
May 03, 2010 11:48 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Welcome VAGuy!
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Travelocity - Customer service complaints and reviews...

Latest Travelocity Reviews...

Travelocity is now stealing ! charging on credit cards for no services !

Beware Canadians... they get you on the USD.

Avoid.

Got double charged and left without money on vacation

Countless Phone Calls to Customer Service

Scam - Please Watch Out - Important

TRAVELOCITY/HOLIDAY INN SUITED Outrageous Cancellation Fees

Confirmation Number -- It's Worthless

I should have checked this site first

Charing the wrong credit card

Read all reviews on Travelocity
Worst customer Experience for Stranded Traveler
5/3/2017

I was recently traveling overseas and made a hotel reservation (online) through Travelocity. Due to the Iceland volcano situation, my flight was cancelled. In attempting to contact Travelocity for over 3+ hours, I was never able to get past a fast busy signal. So I decided to e-mail their customer service team to advise of the situation.

They promptly told me to call customer service. I explained to them that I couldn't get through online due to the situation. They showed NO empathy and told me they had to talk to me one on one. So I tried again to get through to this online travel agency with no success.

I find this interesting as they didn't need to talk to me when they took my name, address, credit card information, security codes, etc all over e-mail to book the reservation. However, when stranded and need their assistance; they can't help me without a phone call first?

To this day we are still arguing over this bill as they beleive it is compeltely appropriate to bill me for costs of hotels when I in good faith attempted to contact them by any and all means possible. They don't believe they have any responsibility for travelers who get stranded or willign to assistn them. They don't even know the meaning of the word of CUSTOMER SERVICE. Maybe we need a similar bill of rights for these types of organizations as well since they are worse than the airlines.

Do yourself a favor and avoid TRAVELOCITY at all costs!

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aprile
Greenfield, US
Jun 23, 2009 6:21 pm EDT

My husband and I booked a Cruise through Travelocity for our 10 year wedding anniversary. 9 Days before the trip way after I had gotten the tickets and confirmations, they called and said the residency we had chosen was wrong and we now owe 610.00 more dollars! That is about all we have left! We still need to pay for parking for the week and the gas to get to Maryland! So my complaint is 1.

shouldn't they of verified the state of residence before booking and taking my money? 2. Their website said choose closets city so I chose Hartford/Springfield BDL because Springfield is 45 Minutes away and Boston is 2.5 hours away! 3. Everytime I called from my CELL Phone I sat on hold forever waisting a ton of my minutes! 4. When we finally spoke to someone it was excuse after excuse! first its the cruise line that needs to change, until we called them and then called Travelocity back. Then they had another excuse! Putting us on hold MANY times and sometimes even hanging up on us after we were on hold forever!
Now if we cancle we loose 800.00 and will have no anniversary trip! and if we give them the 610.00 we will have no money for the gas to Maryland, or the parking fee for the week or money for tips or any other thing on or off the boat!
So now I am at a loose loose situation which could of all been prevented if Travelocity had verified from the start and or if their website didn't have my city under where it shouldn't be!
I will NEVER book through or work with Travelocity again in my life! I will also Tell EVERYONE I know about this and sugest they NEVER use Travelocity either!

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avatar2475
Dania Beach, US
Jan 06, 2010 12:41 pm EST

On 12/31/09 I purchased a weekend hotel reservation through Travelocity for the weekend of 1/22/10. On 1/4 I received word of a last minute change, and had to push my trip back until mid-February. I found on their website the same hotel for the same rate, so I figured it would be no hassle to just change the date. When I called their customer service (which apparently is in India), I was told that the reservation was "nonrefundable" so if I make a change or cancel, I'd be charged the full rate of the original booking, plus the cost for a new reservation. I told the rep I wasn't looking for a refund, I just needed to push back the date, and told her the date I needed was the same cost as the original reservation. Plus, this wasn't a last minute issue as the reservation was over 2 1/2 weeks away still. She said she couldn't do anything as this was the hotel's policy, not there's. I was given to a manager, who pretty much said the same thing as the rep. She offered to call the hotel and I waited on hold, and waited, and waited. She occasionally came back to say she was trying because no manager was there (away from the desk or some such junk). After 40 mins she said she would keep trying and call me back. The next morning, I was still fuming, so I called the hotel directly. I spoke to the agent at the hotel and explained the situation. In about 2 minutes, she verified my info & the dates I was needing to change it to, and said "done". The woman at the desk was surprised at what Travelocity was telling me and couldn't believe it was such a hassle for, as she put it, "a very simple matter" and apologized to me for the headache. No mess, no hassle, no "our policy" garbage. I have my new reservation dates and learned a very good lesson: do NOT use a travel booking agency to purchase a reservation. If necessary, only use it to find the dates & a hotel, then go directly to that hotel's site & book it through them. It's pretty much the same cost (or a couple dollars off). The cost of what you save pales in comparison to what you save yourself with wasted time & unnecessary aggrevation! Thanks Travelocity for teaching me that I'll be better off without you.

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Gagan_Phull
, IN
Mar 30, 2010 6:21 am EDT

My experience with Travelocity is as pathetic as other people have mentioned.
I was booked a ticket to travel in Februaury 2017, and cancelled it after one week and 3 days before the travel. The Customer Care executive told that it would take 2-5 working days to refund my money. But now even March 2017 is over till now I haven't received it.
The best thing is calling the customer care, the Toll Free Number is never available, if you call on the toll number in India, first it'll charge you the STD fare, you have to wait for exactly 19.05 minutes, then the call will be automatically disconnected, that too without connecting to any of the Customer Care executives. For me this happened umpteen times. One day I was lucky my call was received, this Guy tells that your refund was processed last month itself you ask the Bank guys, when I ask Bank people they tell no such money is sent back. Again when I try to connect daily my call goes unattended and I have to pay for the call charges. My phone bill is now more than the refund expected. These Travelocity guys are a total waste.

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Joan Nolan
North Wales, US
Oct 30, 2009 1:39 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Going on a cruise in January and booked a hotel room at the Embassy Suites in Puerto Rico. When I booked it online with travelocity I didn't realize it was 25 miles away from the cruise ship and not as close as I initially thought. This all happened with in minutes. I called them when I received my conformation... realizing that we were 25 miles away from the cruise ship which would have incurred extra charges for taxis from the airport to the hotel, then from the hotel to the cruise ship at $65.00 a ride. I called them right back and told them I wanted the Embassy Suite in San Juan not Dorado. It's to far and from the cruise ship. He told me there was nothing he can do for me since the Embassy Suite in San Juan was booked up. I asked him for a refund and he told me there are no refunds. I told him I just did this minutes ago. He asked me if I wanted to stay at this other Hotel. I looked it up and declined because it was an old sleezy hotel nothing compared to the Embassy Suites. The other thing that annoyed me was. I booked 2 rooms 1 with a king size bed and the other room with two double. When reading through my recipt from Travelocity it said two kings with a pull out and charged me an extra $89.00 for the extra person. For another $22.00 I could have booked another hotel room. Called back again and he told me he would call the Embassy Suites and see what he can do. He got back on the phone and told me there was nothing he could do. He told me I could try when I get there to get a room with 2 double beds. DO NOT GO THROUGH TRAVELOCITY. I WILL NEVER...NEVER DEAL WITH THEM AGAIN! LESSON LEARNED...

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Bad ad gnome
Leesburg, US
Nov 28, 2010 11:54 pm EST
Verified customer This comment was posted by a verified customer. Learn more

The Roaming Gnome commercial is a turn-off! I am a business professional engaged in private sector security and investigations. This type commercial attempts to send a message to viewers as the Gnom recieves a massage while reclining in a bubblebath with cucumber on the eyes. The background reflects a female playing a harp. This commercial does NOT encourage me to relax in one of the rooms at the hotel. It makes me want to scream as I question Travelocity's hiring standards in marketing. Silly. Waste of viewers time. Not informative!
This commercial encourages me to change the channel immediately and to NEVER use the company's product.
In my opinion, this type commercial is a waste of advertising funds and a loss of potential customers.
In closing. The only things this commercial promotes is loss.
Regards,
Yvette Miller
[protected]

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Raymond
,
Feb 23, 2008 12:14 am EST

Be very cautious...2 horrible experiences with Travelocity, they charged my credit card for a ticket that I never received and then they basically told me I was screwed. Would not reimburse me for the charge on my credit card even though the ticket agent herself was telling her the ticket had been voided by Travelocity themselves...the cost of the ticket ended up costing me $700.00 because I had to purchase another ticket. Horrible service, you call Customer Service and your dealing with some idiot from India with a heavy accent that you can barely understand him...I am telling everyone I know about my experience...be careful. I tried to fly from Chicago Ohare to San Antonio and the ticket had been cancelled by them for no apparent reason, they still charged me for the ticket and will not reimburse me, they basically told me I was out of luck. Thanks for nothing !

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TravelocityIncompetance
, HK
Mar 02, 2011 10:10 am EST

I've just spoken to so many people at Travelocity I can't count (both Amex Travelocity and the Travelocity Booking) - at least 5 people who were incompetent, Even after speaking with individuals in a supervisory capacity I've gotten the runaround. The first person I spoke with transferred me to Delta after I booked my flight on Jet Blue although the problem has nothing to do with either. In any event, I checked on the Travelocity website that I wanted to use my points and then I decided against it and unchecked the points box. I was charged anyway for 10, 000 points (I realized I'm only 28 points away from a $400 reward so I decided to wait). This must have been a computer glitch. I ended up cancelling the flight alltogther with no guarantee of getting the points back. We'll see what happens since I spoke with Customer Care at Travelocity Amex for the second time. Apparently the first person told me nothing could be done. The second person said I would get me points back. MY POINT IS DO NOT USE TRAVELOCITY AMEX OR THE TRAVEL SITE. THEY ARE HIGHLY INCOMPETENT. DIFFERENT PEOPLE PROVIDE DIFFERENT OR IRRELEVANT ANSWERS. THE ONE HAND DOESN'T KNOW WHAT THE OTHER IS DOING. I'VE WAISTED 3 HOURS ON THE PHONE. AFTER I USE MY CURRENT POINTS I WILL CANCEL MY TRAVELOCITY AMEX AND WILL NOT USE THE TRAVEL SITE AGAIN

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Jenny
, US
Jun 10, 2009 2:14 am EDT

On June 9 2017. I called Travelocity to make changes on my trip package and the representative had me on the phone for 52 Mins.
After being on hold numerous times, the representative came back and told me that I could cancel my hotel reservation and get a full refund. I was happy to hear that, because due to an EMERGENCY I had to cancel my trip. The representative seemed helpful and told me that I would receive an confirmation email in 5-10 mins. 30 Mins has passed and I didn't receive anything, an hour passed still haven't receved anything. I decided to call Travelocity again to see if the cancellation went through.

The second representative put me on hold numerous time again but was able to confirm that the cancellation went through, I asked her to give me the amount of my refund, and then realized there's a difference of $70 plus of money that weren't going to be credited back to me. I asked the second representative about the difference of $70 plus and she replied "oh, that's the penalty fee". I was upset because
the first representative didn't mention anything about "penalty" fee and I even ask were there going to be any "penalty' fees.
I asked the second representative to explain what the fees were, and all she could say is "I apologize for any inconvenience" over and
over again. Its like she was reading a script. That made me even more mad.

I've read numerous complaints about Travelocity and scams. I am scared that I won't get my refund. 4 hours has passed still no confirmation email... This is my first and last time booking with Travelocity.

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Larry
Halifax, CA
Jun 04, 2009 11:21 am EDT

I tried to book a return flight through Travelocity, things went reasonably smoothly as far as paying for the flight through the website and so on. Later I got a phone message and several emails asking me to contact them regarding the flight. I called them and, after being kept on hold for nearly an hour, was then told to call another number. I spoke to some guy who told me that the flight couldn't be confirmed because the airline in question only issued paper tickets and Travelocity can't handle that. It turns out that both of these statements are untrue but more about that later.
So, I was basically told that Travelocity couldn't confirm my flight, I was not given any options or alternatives for my situation. I asked the person on the 'phone if that meant that I needed to completely rebook my flight with the airline and was vaguely told yes.
After this, I looked at my bank account and realised that Travelocity had in fact taken payment for these flights, meaning that I couldn't even book with anyone else because I didn't have the funds. I wrote Travelocity a strongly worded email complaining about this, the response to which was to ask me to call again.
I called again and spoke to someone else being given the same run-around regarding paper tickets and not being able to confirm the flight. This time I asked very pointedly and repeatedly if I needed to completely rebook my flight with the airline and was told yes.
At this point, I emailed Travelocity again and told them, that if they couldn't book the flight, then why on Earth did they still have my money? Could they either confirm the flight or return my money immediately.
I then called the airline in question (Air Canada) and was told by them that I was in fact booked on the flight and they could confirm that. However, they said that they *never* issue paper tickets and so Travelocity were making a completely bogus claim. In addition, their records show that I hadn't yet paid for the flight. So, somewhat happier in that it at least looked like I would get my flight for the price I paid, even if it took some time for Travelocity to get their act together, I checked my email. Another mail from Travelocity informing me that 'they were sorry that I had received an unfavorable impression of them in this instance' (note the distinct lack of an actual apology) and that they had cancelled my itinerary and refunded my money. I was so close!
I booked the flight on Sunday, went through most of this rigamarole over Monday and Tuesday. It is now Thursday and I still have not received my money back.
I note that the flight I tried to book myself on is still available through the Travelocity site. I would have thought that an agency that makes the guarantee ' We guarantee your booking will be right, or we'll work with our partners to make it right, right away!' would have at least tried to have modified my flight.
As it stands, Travelocity have taken my money, wasted my time, and then given me the finger. I would at least take my business elsewhere if they would only give me money back!