Travelocity / lack of response and empathy!
I recently read some wonderful articles regarding CEO Michelle Peluso and her ideas of what customer service is all about. A wonderful mentality, which promotes growth. I liked what I read. Unfortunately, it’s not what the Travelocity customers are getting. I have to wonder if Michelle Peluso is sitting behind a shaded wall and anymore has no concept of how her customer service representatives are handling situations. Does this apply to the Vice President of Customer Service also? Where are they?
Several days ago I went online to book seven tickets for a group of at-risk youth for my company. State kids who because of their achievements in academics and one who won the Achieving Against All Odds award, was being taken on this trip to Florida. None of these kids have ever been in a plane before. First time travelers and well earned. When trying to book online as I always do, I found that I could not finish the booking since it was continually kicking me back to their home page. I called their phone service to find out why and recall hearing the recording about a $25.00 dollar fee for using the service. When Erick came on the line, I asked why the site was kicking me back and he stated those flights were in the middle of price changes but he could help me over the phone. I stated adamantly several times that I did not want to pay a fee and if he were going to charge me, I would wait the half hour and do the bookings myself. He assured me everything would be fine. Fine? After the bookings I was charged $142.00 dollars worth of additional Travelocity fees. I objected and he stated I should write an email or call customer service because he had already charged my account. The following day I called. I was told I needed to send an email. I sent the email with no response for two days. I followed with another email and received what to me, was the silliest, poorest excuse of an email response, which did not touch base to the issue at all. I called customer service again the following day and asked for a supervisor. The customer service representative, Robbie, wanted to hear the details of my complaint. I stressed that I only wanted to repeat it to a person who could make decisions and yet he insisted. After many ‘I understand’, he stated that he would have a supervisor call me back in twenty minutes. I have never received a call.
Now, one of my requests was to know if the conversation of the original booking had been recorded as it mentions could happen. For it’s very simple, had they bothered to listen to it, they would have no way of getting around the fact that I was misled and basically robbed of finances. Even the amount of the tickets was raised during booking! Really though, and the saddest most pathetic aspect is that it’s not my money they took. Travelocity took funds garnered and scraped together for a once in a lifetime trip for at-risk youth. Trust me, this is no sob story, it’s fact and I find it pitiful at how sadly ignorant and contrary to those articles I read, the administration of Travelocity is. How can Michelle Peluso smile and accept such grotesque falsehoods about the value of Travelocity clients when she either knows nothing as she sits in her ivory tower doing her nails or she approves of these misconceptions herself.
In conclusion, I searched a great deal for a contact person of value and authority. Even calling the Travelocity corporate office to if anything, ask if they knew or yet, incorporated themselves the policies and procedures in which the customer service representatives give Travelocity clients the runaround. I did not reach a human at all and I have no intention of wasting one more moment of frustration on them. Since Travelocity’s conception I have booked flights with them as a favorite. Never once using a person but booking the flights myself and evidentially I booked a decent amount because I’m supposed to be a VIP Client. And now, because of this sad lack of response and empathy, no matter how small or trivial the situation, I will not use Travelocity again. It must be nice for a company to be so secure in their productivity that they can lose future purchases for the amount of $142.00 dollars. I don’t suppose they have the benefit of feeling that deep pride that an ethical company knows about at the end of the day.
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