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Customer Service Is a Nightmare
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Person missed plane by 5 minutes. Called Travelocity customer service. This just was a bad idea. TRAVELOCITY representative started yelling at us. Travel protection insurance I was told was no good - just a scam. When representative kept yelling at us husband asked to speak to a supervisor. Well this just pissed the representative. Pissed off she started yelling at us and then her solution to get rid of us when we asked to speak to a supervisor was to put us on hold until we hung up. She did keep checking the line every once in a while to see if we hung up yet but she refused to have any other conversation with us. Travelocity is a crooked. Stay clear of this company.

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Beware of Travelocity Customer Service. It's a Horror Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

The 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 2013 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 1,200 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 representative 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 1,795 four times and then stated it didn't work and I'd 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 1,795 & 1,995, they told me it didn't work for them either so they said to 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 weekday and that it would be resolved so my Capital One representative 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 any more 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 couldn't 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 to help as many people I can to not have to go through the horror I did with Travelocity. They're terrible. Worst customer service I've ever experienced!!! BEWARE. STAY AWAY FROM THEM!!!

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Travel
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHICAGO, ILLINOIS -- Please, read this story and share. It is not an extraordinary story, but we lost some money because of Travelocity.

We are family of 3 and recently decided to go on vacation. Our son will have a couple of days off school in October. So, why not? My wife and my son had a credit, circa $450.00 each for unused flight with Travelocity. We thought that would be a perfect way to use the credit. So, I called (if you want to use a credit, you have to call, nothing can be done online). "No problem" - I heard in the phone. But, I was told Travelocity will have to split our reservation into 2 bookings. One group is me with full price, and then my wife and son is the credit group.

"Ok," I said. "But I am buying package for 3 persons?" I asked. Sure. The package was combination of flight and a hotel in San Juan, Puerto Rico. We have never been there. So, excitement was high. They (Travelocity) took my credit card # and all info. Is this all? Yes, it is. Soon, I received a confirmation but only for one ticket w/hotel - for me only. After maybe one hour, I checked my credit card statement online. Travelocity charged me extremely high price for this ticket - around $200.00 more than the package was advertised.

I called again. A different person answered (she was in Venezuela as turned out). I told her my story, then was put on hold for an hour, then transferred and disconnected. I called again and again with the same result. Then I started sending emails to Travelocity Customer Service and tried to call again and again. Nothing. I was going to vacation myself and staying in hotel room myself. Six hours passed. It was Saturday. In Sunday, I continued a mixture of calls and emails. I received several returning emails reading "expect answer within 48" or "your feedback is important for us."

Then I called my credit card. I wanted to know whether I can dispute this charge. "Yes, you can," they told me. They have heard similar stories. I have 3 days from posting the charge to dispute it. Sunday evening, I got suggestion (via email) from Travelocity Customer Service to go to United and buy 2 tickets for my wife and son. Being in desperation, I did this. But my wife and my son do not have hotel. Only I do. And for Travelocity, I am traveling alone - this is why they charged me $200.00 more for ticket and hotel. As a single person, I am in different bracket. The credit we had with Travelocity? $900.00? It is gone.

The vacation package if bought without any credit would have cost us around $1,500, with credit so far almost 1,300 but my wife and son do not have hotel. After 3 days, in Tuesday afternoon, ** from Travelocity Customer Service called me. She said that after reading all my emails, she is "perplexed and lost." She would not understand what I wanted. So is the Travelocity. But there was a reason why she called. ** wanted to know whether I was going to dispute the charge as I warned them in my emails. It was all she wanted from me.

After I told her that I will not do it because otherwise I will have to cancel my vacation, she never called me again. She fulfilled her role as a Customer Service Rep. The case is closed. This is our story. We are an ordinary family living in Chicago area. My name is **. My email is **. Please, share this story with other families as a warning. I went online and found out that there are hundreds of unhappy customers because of Travelocity. Now, I am not surprised. Share!

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Do Not Go by Their Policy.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I booked a room with them for New Year's eve on Dec 30th. Before agreeing to the terms I read the cancellation policy. Since I was unsure if my group was attending, I wanted some peace of mind that if I choose to cancel the room later that day, I would not get charged. Travelocity's policy stated - if you cancel before Dec 31st 12 am Eastern Time, you will not get charged (I live in New Jersey).

After being inform by members in my group that we were no longer going to Atlantic City for New Year's eve, I immediately cancelled the room at 9:33 pm on Dec 30th. When I cancelled my room online - Travelocity, once again reassured me that I will not be charged and if I had been I will receive a full refund. A few days go by and I notice a charge on my account for $444.46 from the hotel. When I called Travelocity to inform them of the charged their customer representative lied and stating that I would get a refund within 3-5 business days. It's been 7 days.

When I called back today, they told me that they spoke to the hotel and their cancellation policy is different due to the holiday, according to the hotel you had to cancel within 48 hours. Unfortunately Travelocity did not disclose that information in their cancel policy or else I would have not booked the room. So when I explained how that was not my fault and I agreed to the policy written on their site. All they said was "Sorry for the inconvenience." So here I am short $444.46 thanks to Travelocity's discrepancy with the Courtyard Hotel.

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No Refund Given Despite Purchasing Insurance
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- I booked a one-way international ticket 5 months in advance. Since I was unsure whether or not I would be able to take that ticket, I purchased the insurance which advertised itself as being 100% refundable. I could not take the flight I booked. I called Travelocity attempted to cancel the ticket for a refund, since I had purchased insurance, but was advised I could only cancel a ticket and get a refund if I was a) part of a military deployment or b) was sick and could provide a medical note.

There was no way I could get around this restriction, and I advised them the way they advertised their insurance was deceptive. They said they would take my comments into consideration. I then spoke with a supervisor. The supervisor advised me I could change the ticket to another flight with the exact departure location and exact arrival location as before. I did not plan on having another itinerary with the same in departure location and arrival location, so I declined that option. They did not advise me that I could change the flight to any other booking. I canceled the flight.

I called back in the next day, remembering about credit from the airline. They advised since the ticket was canceled, only the airline - Singapore Airlines - could attempt to re-book/give credit for the ticket. I called Singapore Airlines. They found my ticket, it showed as being an open-ended ticket now. They said they could not alter the ticket, because it was booked by Travelocity. They advised me to call back into Travelocity and have them alter the itinerary.

I call Travelocity (third time), explain the situation to another supervisor. They say Singapore Airlines' system must be mistaken, that the ticket is, in fact, canceled and there is nothing they can do. They advised me to double-check with Singapore Airlines. I call Singapore Airlines (2nd time), they confirmed they still see my ticket, but that there is not an arrival or departure date. They advised me to have someone from Travelocity call in to Singapore Airlines, with myself still on the line, and then have the ticket get re-booked.

I call Travelocity (fourth time), speak with another supervisor, this time I was on hold for an 1 hour. Supervisor never came on the line. The previous times I only had to wait 3-5 minutes. I heard someone click in a couple of times, but I was clearly being ignored. Do not do business with Travelocity.

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Horrendous!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAS VEGAS, NEVADA -- Never use Travelocity! They are so bad I don't even want to talk about it! I have been planning my trip for a week, on the internet all day, trying to find the best price, room and flight. I finally got to the part where I can enter my credit card information and as soon as I clicked submit, two separate credit authorizations placed on my bank card before even booking my trip, before getting an itinerary number, and before even charging me the amount for the trip! One authorization hold for $3,992 at 4:00 a.m.! Then another authorization hold, four hours later for $3,992! My trip was only supposed to cost $7,500. My trip never got booked, my trip never even got charged for the $7,500!

Travelocity representative, of course, tried to give me some reasoning for this; they never fixed the issue. Instead, they put another authorization hold on the account! They don't know how to fix the issue, they keep reading me a script over and over like a robot about "the authorization is a temporary hold that will be lifted in 3 business days." 3 business days? I spent a week planning this trip; prices change everyday! Now Travelocity is telling me I have to wait 3 business days for the authorization hold to be lifted!

I told them I want my same prices honored that I spent time picking out, they told me "Without an itinerary number, the costs cannot be guaranteed." They told me I should call my credit card company and have them increase my daily limit to $11,000 so I can still book the trip. They wanted me to still book the trip with two credit card authorization hold on my card! Are you kidding? No! Not only will I not book the trip through Travelocity, I will block that website from my internet browser so I never, ever have to see it pop up on my browsing session, ever again!

This was a 7-hour issue!!! It's 11:26 a.m. and now I'm on the phone with the credit authorization removal company so I can have my funds back! Never use Travelocity!

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Loss Prevention at Its Finest
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Booking a trip was easy, cancelling was impossible. Our "expedited" passport did not arrive when promised so sadly we had to cancel our trip. When I called Travelocity it took more than an hour just to cancel the hotel. The customer service reps in the cancellations department do not have the ability to cancel anything so you spend an hour being asked questions, transferred around and being placed on hold.

I was told I had to contact the activity vendors directly to cancel so I spent another 30 minutes on hold calling Mexico and incurring international charges, only to be told that I cannot cancel the reservation and I have to have Travelocity call. When I called Travelocity back it was another melee of questions, transfers and Latin hold music (which was even more tortuous given the circumstances).

An hour in (the second time) I was hung up on during a transfer and had to begin the process again, this time demanding to speak with a supervisor, who took 45 minutes to tell me that the vendors for my activities were now closed and there was nothing they can do until the following day.

Cancelling a trip sucks. Losing money when cancelling sucks more. Spending 3+ hours going around in circles TRYING to cancel is inexcusable. This customer service experience ranks up there with trying to call your insurance company over an denied medical claim, or a trip to the DMV. In short - don't book through Travelocity because if you cancel, you will waste hours of precious life and end up angry, bitter and with grey hair before you can get off the phone with them over what should be a simple 5-minute request.

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Travelocity Stinks
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

This is a long story. Please take the time to read it all, because I need your help. I have a friend, Nikki, who got ripped off by Travelocity. She was trying to get home to see her elderly and infirm father in Malta. And she saved and saved for a long time and bought her ticket from Travelocity. When she filled out the info on the Travelocity site she put in her name on her ID as instructed and paid her money, (it costs nearly 3,000.00 one way, so she saved for a long time).

When she got to the airport the airline told her to call Travelocity and have them change the ticket to her maiden name, as listed on her passport. They said they do it all the time and it would be fine. She stood at the kiosk for 3 hours talking and waiting on Travelocity. While she was on hold the Airline said, "This is ridiculous" and they even tried to tell the dingbat from Travelocity on the phone what to do.

But as a result of Travelocity's lack of customer service and action, Nikki missed her flight. And the one after that, and as a result was sent home having been told by Travelocity that because she missed her flight they will not offer a voucher for travel the next day and she will not get a refund either because their policy is that if you miss your flight you forfeit all money. Since this happened last week, her dad has had a stroke. She needs to get home to see him before it's too late. I have been ripped off by them also, a few years back. I wish I could give negative 5 star rating.

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Horrible Experience With Travelocity
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

First Travelocity quoted one price, then I was confirmed at a different (higher) price, then I was charged another different price. I have been attempting to cancel my trip (plane, auto, hotel) on the Travelocity website for 2 days to no avail. The Travelocity website does not work. It instructs you to use navigation buttons that do not exist on the site. The site also does not have a phone number.

When I was able (via GOOGLE) to track down a phone number for Travelocity, I received a voice mail that said the wait time to speak with an agent was 57 minutes, AND there was no callback option offered. Need to travel...do not USE Travelocity. Sorry I didn't check online reviews for Travelocity in the first place. Had I done so, I would never have used Travelocity. I am still trying to cancel my reservations!!!

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The Old Bait and Switch
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

After booking a trip on Travelocity.com where I agreed to a hotel and air price, I received an email stating that I will be charged an additional 200 for the trip for resort fee. This was absolutely not made clear before I purchased the trip. There is mention on the hotel site, further down on the page of a POSSIBLE resort fee that your room doesn't cover but this is not clear as to how it is decided who pays or that it is mandatory on ALL rooms. When I clicked on the room to book it and was given the final room price, no mention was made of ANY additional fees. This is back dooring a customer, it is fraudulent! This should have been made clear to me during my room selection.

When I called Travelocity they stated ALL resorts have these fees... I travel all the time and have never encountered this problem. They are misrepresenting the price of the room to the consumer and then telling the consumer it is fine to charge additional fees after the purchase. I spoke with two female reps and a male supervisor (mostly an hour and a half of me being on hold). I was hung up on twice during this time, the last by the supervisor.

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Travelocity Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 49 ratings and
144 reviews & complaints.
Contact Information:
Travelocity
4200 Buckingham Boulevard MD 1400
Fort Worth, TX 76155
1-888-709-5983 (ph)
www.travelocity.com
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