I echo other complaints about obtaining a refund from Travelocity. During the summer of 2007 I purchased a...
I'm a professor involved with student organizations. I took a student group to Seattle in April 2006, booking travel and especially a rental minivan through Travelocity. I arrived with four female students at 9:30 pm and we needed to just pick up the minivan at SeaTac airport and drive to the hotel in downtown Seattle. The car rental company, Advantage, did NOT have a minivan as we had reserved. I tried to call Travelocity (like in their numerous tv commercials) but 1-800 information DID NOT HAVE A PHONE NUMBER FOR TRAVELOCITY CUSTOMER SERVICE.
I had booked through Travelocity in order to get a good rate, especially to save my college's money. I had to spend almost $400 more to book a minivan, not to mention the inconvenience of going counter to counter in the late night hours in SEA airport. I was told by Travelocity that when I returned they would work out the problem.
I lost count of how many times I contacted Travelocity about getting reimbursement. Once they told me (get this) that they could not reimburse ME until the offending car rental company reimbursed THEM. That is simply unacceptable. Then I was told that they had the money, but they didn't have my address to send the check. I contacted them with my home address, and of course never saw any money. Calls about every two weeks yielded total confusion on the part of customer service about my case and its disposition. I gave up after about a year.
Oh, I should mention that I am/was A TRAVELOCITY PREFERRED CUSTOMER. God help those who just booked cold.
One last thing. I understand companies outsourcing calls to India for business efficiency. I really do. But the customer service reps I spoke with simply had no idea what I was telling them and what my needs were. That alone was excruciatingly frustrating.
I have used Travelocity many times for my own travel as well as college bookings. Most often, things have gone fine. I make about 3-4 overseas bookings a year and 3 domestic trips. I understand that sooner or later a problem will happen. That's where Travelocity completely failed me.
I recently read some wonderful articles regarding CEO Michelle Peluso and her ideas of what customer service...
Booking with Travelocity on two occasions was an absolute nightmare. Our Puerto Vallarta get-away and my Thanksgiving trip to London were both ruined by Travelocity, yet they still managed to charge us TWICE for the same ticket, which was never issued to me.
Travelocity CONFIRMED my trip by email then a month later (on the day of my travel!) when I attempt to do online check-in I find out that I have no reservation with British Airways. I call BA immediately and the agent confirms that there is no record of a booking under my name; it never existed at all. Impossible, I say, I have confirmation from Travelocity. She laughs and says Travelocity routinely waits until the very last minute to purchase the ticket from the airline. What does this mean to the customer? Frequent "fair-jumping" and "cancellations" of reservations that were never even made! This is their dirty little secret and, like with most business tactics, the customer gets screwed.
After literally waiting on hold for half the day during multiple phone calls and disconnects with Travelocity Customer Care in INDIA, finally "Gearald" the manager basically tells me, "We're sorry, but we tried to inform you of the cancellation by email." I say not true, I have no spam blocker on this private email account. He says sorry, but it looks like a "hiccup" in our system; we apologize (I'm in business and I know the classic "system glitch" BS excuse when I hear it). He just keeps piling it on, until I reveal the fact that BA already confirmed that no booking/reservation existed at any point with their airline, so what gives? Awkward pause, then "Sir, I'm going to confer with my supervisor, may I just place you on hold for two to three minutes please?" Go ahead, "Gerald," tell me another one.
After the day-long fiasco with customer service, as if that was not enough, I get my Master Card bill next month and see that Travelocity ended up charging me for my "canceled" non-existent ticket not once, but TWICE! Beyond absurd.
So I opened a dispute with Citibank MC and in December '06 I overnighted via FedEx a formal letter of complaint to "Customer Care Relations." They do not care. Lots of empty promises from pseudo-supervisors like "Gerald" and "Sean" in India. It is now almost six months (May 21) and we're still getting the run-around. This is not just unbelievably bad service or outright deception, it is both.
Their parent group, Sabre Holdings, is negotiating its sale. In the meantime their customer service has deteriorated and the company uses fraudulent booking procedures [ask Airline ticket agents; they hate them]. Travelers should avoid Travelocity like the plague. If you've been burned, file a complaint with your state attorney general's office. Better Business Bureau has less credibility but still worth reporting to BBB because they at least publish unresolved disputes. Spreading the word on the web is our only chance at changing things.
In Mar. 07, I booked a flight through Travelocity for my elderly mother. Because she frequently has medical issues, I purchased the optional Flight Protection insurance. Lo and behold, she had a medical issue that rendered her unable to travel at the scheduled time, and I tried to cancel the flight with Travelocity. After waiting on hold for 15 mins., I got an operator (call center in guess-where). As she was informing me of the penalties for cancellation, I told her I had the flight insurance. But wait -- she told me she had no record of it! I said "you charged me for it!". More time on hold -- she came back and said even though TRAVELOCITY CHARGED ME FOR IT, it "didn't go through". So therefore, I wasn't covered, and all they could do was refund me the cost of the flight insurance!!!
I asked to speak to her supervisor, was on hold another 20 mins., then disconnected. I called back, hold for 15 mins., got an operator in you-know-where, and find out the first operator never even canceled the flight. I spent literally another 20 mins. with him while he put me on hold several times and finally SAID he canceled the flight. He gave me the e-mail address for Travelocity to pursue my complaint about the flight insurance.
DON'T FALL FOR THIS SCAM! They charge you for the insurance, but if you try to submit a claim, they say you don't have it. In addition, they make it so difficult to get through, I'm sure most people just give up. DEAL DIRECTLY WITH THE AIRLINES.
I got a canned response from Travelocity but have not much hope that I'll be able to get a refund. But I fully intend to keep trying, and to report them to the BBB and the NJ Attorney General.
I am writing to express my extreme disappointment with Travelocity.com. In July 2006, I was in a car accident; problems for me did not become chronic until November 2006.
The human body has seven neck bones, every single one of mine is fractured, bulging, and/or dried out.
In September 2006, we made a reservation to go to the Excellence Club in Punta Cana, Dominican Republic for February 2007. I was originally scheduled for surgery on February 22, 2007, so we pushed back our trip until either the first of second week of April 2007, plenty of time to have surgery, recuperate enough for a well-deserved long relaxing comfortable vacation.
In early February, I had my myelogram and scheduled a follow up with my neurosurgeon to discuss the type of surgery that needed to be done. At that time, about a week prior to surgery, we were told I was a horrible surgical candidate with multi-level disc degeneration with severe spondylosis, a 44 year old otherwise healthy women, with a neck of a 78 year-old arthritic man that would continue to crumble. In other words, I have deteriorated to the point that surgery would not help me.
Which leads me to our unnecessary, uncalled for, inexcusable, problems with Travelocity:
Upon learning the news of my pending operation, my husband spent hundreds of minutes on hold trying to change the reservation for April. When he finally spoke with a reservation agent, they were, I’m sorry to say imbeciles, I’m not sure what they were doing on the other end, but we were placed on hold for many more minutes (20 and 30 minute blocks of time) again (may I put you on hold for 2 minutes?) and when the reservation was finally changed, the return flight was incorrect. Two hours accomplished nothing, zilch, nada. We received the reservation electronically and my husband just about fell over with heart failure regarding the return flight.
The next evening, my husband and I both spent three hours explaining the reservation was incorrect and needed to be changed. We were disconnected a couple of times and then again, huge amounts of minutes again placed on hold. Nobody could or would help us. Travelocity explained we would need to pay the airline change fee for your mistake. Without any notice, we were switched over to US Air’s telephone line and we again, (now almost three hours trying to change the hotel and air reservation) have to explain the air situation. (Would you want your broken wife to have to sit in the Philadelphia airport for four hours?) Needless to say, at this time the hotel reservation had not been corrected at this time either.
Thereafter, my husband spent days calling Travelocity and the hotel to ensure the reservation was corrected. US Air was kind enough to send us an updated itinerary with the corrected flights, NOTHING from Travelocity was sent correcting the hotel or air.
Again, I will remind you I’m still broken and not fixed and still have chronic pain and trying to deal with stupid unnecessary issues like this is absurd.
After the disappointing news from the neurosurgeon, we decided, better sooner then later,and that if I was going to continue to deteriorate, we again, would have to brave the battlefield of calling Travelocity to attempt change our reservations. You think we would have been better prepared from the first time we called. Same scenario, but worse this time. The website would not update the information and kept showing the April time frame. Many huge blocks of minutes (about five hours worth) trying to change this reservation to March 17. Again, US Air was kind enough for sending an updated itinerary, nothing from Travelocity on the hotel. Husband again, emails, calls Travelocity requesting confirmation on the hotel, nothing comes. He calls the hotel direct, they make the change. He calls Travelocity states he has acted as travel agent for us and to please send confirmation to us and the hotel of the date change. Can you guess? Nothing comes but we are assured the change has been made.
We arrive at the airport on March 17 for our flight. Wouldn’t you know, our flight is cancelled due to a mechanical problem. US Air is kind enough to change our reservation Sunday to Sunday March 18 – 25. Husband calls the hotel and Travelocity changing the reservation to March 18 – 25. We are assured everything is ok from Travelocity and they will fax the voucher to the hotel.
As the nightmare continues,
After traveling to the Dominican Republic (we awoke at 3:30 to catch a 7ish flight) we arrive at the hotel around 2 p.m. The hotel asks us to present our voucher. We have nothing in hand. Travelocity has not sent anything to the hotel. We spent two hours trying to check in to our room and cannot. They have confirmation for the April reservation only and would not honor the March reservation. They agreed to let us check in with a credit card prepayment but if the reservation is not straightened out by Travelocity we would need to pay them directly for our seven night stay, no and, if, ors about it. We agree on these terms and conditions as my neck is about ready to fall off of my head.
Husband called Travelocity long distance twice the day of arrival, each time being placed on hold for many more minutes (about thirty each time), these are long distance international calls off a cell phone at $.95 cents per minute as the 800 number does not work from the Dominican Republic. He does the same on Monday, Tuesday, and Wednesday. If my math is correct that is approximately $60 per day for four days, totaling $240, calling for a simple request with a voucher with the correct dates. Still nothing comes over the fax machine at the hotel. Apparently, there is a relay problem between Bangladesh India, Texas, and the Dominican Republic. We are checking with them twice a day to see if the fax made it through and it still has not. I started to email on Tuesday, first day request, second day request, third day request, and fourth day request. Where is the Travelocity gnome I ask? Who is going to save us from putting out thousands of more dollars on our credit card for a trip that was bought and paid for last September? Finally, the fax comes through on Friday afternoon. It took $240 and 15 emails for one simple request.
I ask, where is the back-end customer service? Their website was pleased to take our $5k plus in September and leave us hanging and on our own for the duration. How can Travelocity outsource this very important business segment to people that simply just don’t know how to do their jobs, don’t know how to use your computer system, how to own up to their mistakes, don’t care and generally worthless. Their phone bills are astronomical I’m sure.
I work for a large company and have had the pleasure of working with one of the other big two. I swore upon my return, if they were to outsource and provide the customer service like Travelocity has, I will cancel my account immediately and become the company travel agent. And to think Travelocity was in the running a few years ago for my company’s business. I assure you Travelocity will never again be considered when it is time to reevaluate.
As stated previously, I am a very broken human being and this experience has taken the breath and patience out of me. The lousy $50 credit they offered us for our nightmare experience with their company does not make up for the 24 plus hours and money spent on phone calls to rectify simple requests for a much needed vacation and that did not allow either of us to relax because of the incredible hassle of dealing with them.
A $50 credit towards our next Travelocity trip obviously doesn’t cut it, heck it won’t even pay the long distance bill.
I’ve seriously considered taking a full page ad in the Wall Street Journal about my experience with Travelocity.
I wanted to travel from where I am working, Naples, Italy to where my family is, Alabama. I wanted to go for...
Well, I've been waiting for someone to help me out with customer service for the past 45 minutes. Not...
Do not ever use travelocity. There 100% guarantee is a joke. They can't even get their own service right. Too many "technical" difficulties and incompetent customer service people. The hold time on the phone is outrageous...
I booked a $5400 trip to Hawaii for myself and my family through this company on October 25th, 2006. I tried to book everything myself on the website, but the promotion code would not work. I called the customer service # and had to have them book it. This process took 1 HOUR even though I had already spent all the time researching and planning on my own and all their service rep needed to do was plug in the flight #s and hotel info that I gave her. I had even picked out the seats on the plane... ridiculously long processing time for her to take an hour. I even had to remind her that we had upgraded our rooms as she was just going to take the first thing that came up.
At the end of this hour long process with the rep, the promotion code STILL did not work and then I had to pay almost an $11 booking fee (for work that I had done myself). I had to make sure she notated my file to process the $100 refund and then issue me the $200 future promo code credit. When they finally gave me the credit, then refunded a credit card I used 8 months earlier on a different trip!!!
Even after all of this hassle, I was still pretty happy about getting our trip taken care of. That is, until the next day!! When checking the website the next day with my trip id # I was unable to find my trip. I called the customer service # and was unable to locate it via the voice response system. When I got through to an agent I was treated very poorly. I was left on hold for over 15 minutes even though he had already taken down my credit card information that I had paid with to supposedly check what was going on. During that 15 minute time span, he never checked back with me to let me know what was going on...was he even working on it?? was he on a break?? who knows???
After becoming fed up with this unprofessional treatment, I hung up and called back. The lady who then helped me still could not figure out what was going on. She did keep me informed while she was checking on things, but I was left feeling like there was a PROBLEM. I contacted my credit card company to confirm that the money had been authorized and it had been.
The supervisor told me to contact their consumer relations dept and they would make it up to me! WHAT A JOKE!!
After 6 weeks, no one called me and I still could not access my trip info. Wondering if we still had a hotel resv ( I already confirmed w/ the airline) I called in to Travelocity again. After another hour long phone call they finally fixed their "technical" problems of giving me a recycled trip id. I still can't view it.
Their idea of making me 100% satisfied is giving me a credit of $50 on a FUTURE trip! WHO CARES!!! I want to be satisfied on this trip. They couldn't even offer us a show ticket or any other comp. Why would I ever want to use them in the future.
USE SOMEONE ELSE!!! The little bit of money you may save over expedia is so not worth the stress of wondering if they are going to mess something up.
Using Travelocity to book hotel reservations in Hawai'I was a mistake. When we needed an extra day on our package, the hotel confirmed the reservation but told me only Travelocity could book it. When I called Travelocity, they couldn't find the reservation and told me they couldn't book it. When I complained using their "Guarantee" service, I received an automated email message referring me back to the same phone number I had just called earlier. The best part is, I waited until arriving at the hotel and extended the stay on my own. I learned my room cost $25 a night LESS than the Travelocity "special" rate. i.e., it cost me $175 more to use Travelocity.
Needless to say I won't book through them again.
I am writing this letter in order to complaint and make others aware of the misleading price quotes given by...