I have spent the last 3 weeks trying to get a refund for my airfare from Travelocity. I scheduled a flight that had a significant schedule change that I did not accept. According to airline policy I am entitled to a full refund. I have spent countless hours on hold and have received numerous emails from Travelocity disputing my entitlement to a full refund.
I finally received a refund for one ticket and am now in dispute with them once again for a full refund of the other ticket that was part of the original itinerary. They continue to make mistakes with this account and are not owning up to it. It is ridiculous that I have had to argue about what is rightfully mine. I have received authorization from the airline and still Travelocity, as the middle man, continues to argue with me.
DENVER, COLORADO -- Travelocity really sucks. I got a ticket for a business trip. Knowing that the trip might be delayed or changed I opted to get the trip cancellation insurance that was $50 more. When I had to cancel over a week prior to the departure I was able to do so but they hit me with a $200 cancellation fee. Plus they did not refund credit it card but rather gave me a credit that I must use within the next 12 months. I can't give the ticket to my wife, kids, or anyone. Just a real scam. The fact I paid extra for trip cancellation insurance is just a joke. I will never use Travelocity again.
Changed my flight 3 months before flight. Sent email out day before. They denied doing anything and it was the airline. Call the airline they gave me the name and date somebody from Travelocity did this. Call them back they deny everything even though it is all there in my airline record. Bottom line I'm not on my preferred airline which I get baggage for free and I'm out $100 for 2 bags in each direction. This was the 3rd screw up they made for me and I will never use them again. Btw 30 min and 60 min spent on phone trying to reach customer service. But if you want to book a new reservation they pick up right away.
My flight was changed... I received an email for the initial change but not for any subsequent changes. I needed to be in Charlotte by 4:30 PM in order to make it to my sister's wedding... my flight won't be leaving until 4:55 PM! I am missing my sister's wedding because of their incompetence. I was on hold for almost an hour just to hear a customer service representative and a supervisor say there was nothing they could do!!! I will NEVER use their service again! They need to find a one reliable way of making sure that their customer received notifications of changes... This is just ridiculous!
After trying to get a Miscellaneous Charge Order for a changed flight (which took three days and 12 hours on the phone!), and being transferred many times with many people that could barely speak English, I finally got it. When it came time to use the exchange coupon, several hours later on the phone I still could not use the coupon towards a flight because they kept transferring me or putting me on hold, or dropping my call. They even gave me a bogus number to call if the call got dropped again (to a hotel company that has nothing to do with flights), which it did! NOBODY would help me and I was out a whole ticket! I would give them negative 5 stars if I could. SCAM!
I recently changed a leg of my first class flight I bought via Travelocity. I was told everything was confirmed & received an email with confirmed flights. I went on to American Airlines & selected my seats. 5 days later my flight was gone! I was told by Travelocity that they have no record of it & that my email means nothing. How can an email with documented confirmed flights not be enough? They are refusing to resolve it. Not only is this horrific customer service, it amounts to theft promising service/flight in writing for legal tender & not providing the actual flight. I will post on every possible review site to help others avoid being swindled by Travelocity.
LAS VEGAS, NEVADA -- I researched flights from Las Vegas to Boston and decided that a red eye flight would work best. I entered the previous day I wanted to arrive and a time of 10pm departure. What do you get on the result list? Flights that are for 12:40 am flights. These are over 20 hours from the imputed time. By the time I realize my mistake, I couldn't cancel the flight without penalties. What website asks you what time you want and then disregards it? Travelocity, that's who.
Any other website would give you a reasonable window that covers the timeframe and then asks if you want to expand your search. Travelocity couldn't figure out why I was heated. Their website is useless. I called their customer service. Explained to them what happened, they put me on hold to see if they got the same results which they did, but then did not apologize and kept giving me their standard line. They didn't even acknowledge that they need to address this issue. Now I've been put on hold for a manager. Yeah right. Never use their untrustworthy, crappy website ever again.
I'm writing because I've had such a frustrating experience with Travelocity. I feel I must share it to warn others about this company. I booked a flight with them and never got any type of confirmation email. I waited several days and until a few days before my flight, and finally had to call their customer service department to get it. I couldn't use the online option because the only search criteria were trip ID, which I did not have.
I call customer service and am directed to someone in India who I finally get to understand that I don't have a trip ID and never got a confirmation email. He is finally able to understand and send me my trip information. He also tells me I should receive trip updates from now on, even though there's a banner on the email that says Travelocity doesn't have my email address so won't' send any further updates. "No worries," he says; I'll get them.
A day before the flight, where I normally expect to receive advance check-in notices from the airline, I've received nothing. I try to search for my trip via the website and my trip ID, and I'm advised I have no trips booked. Not wanting to deal with their customer service in India again, I resort to going to the airport and going to a kiosk to print my boarding passes and hoping for the best. Thankfully I'm able to get my passes, but find out one of the seat assignments has been changed. I've been moved to the back of the plane, just outside the bathroom. Lovely.
A month after my flight was charged to my credit card, I open my subsequent credit card bill and see another charge from Travelocity for trip insurance to the tune of $19.95. Upon calling customer service (in India) about this charge, I find out that you are automatically enrolled in and charged for trip insurance - you must deselect it in order to avoid being charged! This, in my opinion, is a sleazy and misleading way of doing business.
I did verify the email confirmation noted I was being charged, but who reads all the fine print? I've never had any type of insurance automatically added in booking any flight with any other airline, or rental car place for that matter. My fault; they took advantage of a sucker. Calls to their customer service dept in India and US-based customer relations department were answered, but they would not credit this charge, even given the poor experience all the way from start to finish.
I simply would advise others to be wary. The trip confirmation email problems, lack of direct check-in emails for flights, lack of trip details when searching on their site once I had my trip ID, and automatic charges for insurance unless you specifically say you don't want it were a pain in the rear for me and enough that I had to notify others. Finally, hope you enjoy seats close to the bathroom no matter what you choose because that's what I got.
TORONTO, CANADA -- Hi fellow travelers! I am writing from Toronto, Canada. Sorry about the long review, but it was necessary, in order to illustrate how INCOMPETENT, UNHELPFUL and probably even DISHONEST Travelocity customer service agents are. I booked two round-trip tickets with Travelocity.ca for my wife and son on Dec 30, 2008. Nothing fancy - no hotel bookings, no car rentals, just two simple return tickets, yet Travelocity managed to screw them up royally.
The trip will only take place in July 2009, but I decided to book early. The trip is from Toronto, Canada (YYZ) to Bacolod, Philippines (BCD). The tickets were booked through Travelocity and issued by Philippine Airlines. The Toronto, Canada to Vancouver, Canada (YVR) leg of the trip is an Air Canada flight, and Philippine Airlines will take them the rest of the way. Two weeks after my booking, I received an email from Travelocity, indicating that due to flight changes made by the airlines, my wife and son would no longer be able to catch one of their connecting flights, therefore I needed to call Travelocity "urgently."
I called Travelocity and the customer service representative told me that she must change the last leg of their return flight which is from Vancouver to Toronto. Instead of Air Canada flight #100, she must re-book them on Air Canada flight #132, which leaves Vancouver two hours later than flight #100. After half an hour of putting me on hold while she was supposedly contacting Air Canada, she finally told me that everything was OK and that she cancelled the booking for flight #100 and booked them on flight #132. The next day when I logged into my Travelocity account to check the itinerary for the trip, it still said flight #100.
I called Travelocity to point out the error and they changed my itinerary to show flight #132. Two days later, when I checked my Travelocity itinerary again, it showed that my wife and son were apparently booked on both flight #100 and flight #132! Worried, that Travelocity apparently booked my wife and son both on two separate flights and that I would eventually be charged for the two extra plane tickets from Vancouver to Toronto, I called Travelocity again to straighten things out and so they removed flight #100 from the itinerary and all was well, or so I thought!
About two weeks later, I got another email from Travelocity saying that due to airline schedule changes, my trip would need to be changed (again) and that I must contact them urgently. After calling Travelocity, the agent changed all three legs of the return flight and gave me the new flight numbers as well, but after I got off the phone with her, the ENTIRE RETURN FLIGHT FROM BACOLOD TO TORONTO DISAPPEARED FROM THE TRAVELOCITY ITINERARY!
Three more phone calls to Travelocity, each lasting from about 30 minutes to one hour (!) because of them putting me on hold for a long time "while they are contacting the airlines," the customer service representative claiming that they could not contact Philippine Airlines because the "ticket office is closed" or "it is taking too long to get through," they finally managed to get in touch with them and the Travelocity customer service representative reassured me that he got confirmation from Philippine Airlines indicating that my itinerary was good and that my Travelocity itinerary would be fixed up immediately and that it would accurately reflect the flights that my wife and son were booked on. Well, guess what?
I got off the phone with Travelocity, logged into my Travelocity account to check my itinerary again and two legs of the return trip was still missing. I called Travelocity again (this time, I got the same customer service representative I spoke with earlier), and he simply told me not to worry about the Travelocity itinerary since he already told me that he checked with Philippine Airlines and they reassured him that my itinerary was OK. He however offered no explanation as to why my Travelocity itinerary was all screwed up. He told me that it was a "complicated situation" and that a supervisor would call me back.
I should mention that until this point, I had been very friendly and patient with all the customer service representatives at Travelocity, but by now, I've had enough! I told him that I paid over $4,200 for the two airplane tickets so Travelocity should treat me as a valuable customer and help me out, instead of giving me the runaround. I also told him that Travelocity is severely incompetent and I have absolutely no confidence in their booking if they cannot straighten out a simple error in an itinerary after three days worth of phone calls!
Therefore, I told him to cancel the tickets! (This seems to have gotten his attention!) He put me on hold again for about 15 minutes and when he came back on the line, he told me that he contacted Philippine Airlines and that they were going to email the trip itinerary to me directly, so I could be reassured that everything is OK. Well, I immediately received the trip itinerary from Philippine Airlines by email (Thank you Philippine Airlines!) and guess what?
THE PHILIPPINE AIRLINES ITINERARY SHOWS THAT MY WIFE AND SON ARE STILL BOOKED ON ALL THE EXACT SAME FLIGHTS (INCLUDING THE AIR CANADA FLIGHT #100 FROM VANCOUVER TO TORONTO) AS THEY WERE BOOKED ON THE ORIGINAL BOOKING DATE OF DEC 30, 2008!!! This means that apparently, Travelocity made no changes whatsoever to my booking, except to screw up my Travelocity itinerary! Incredible! The story does not end here. Here comes the best part!
I called Air Canada reservations just to make sure that the Philippine Airlines itinerary was correct. I was told by Air Canada that we were not booked on either flight #100, nor flight #132, BECAUSE TRAVELOCITY COULD NOT MAKE UP ITS MIND AS TO WHICH FLIGHT WE SHOULD BE ON, SO FINALLY AIR CANADA STOPPED SAVING THE SEAT FOR US! With the trip being still six months away, however, there were plenty of empty seats still on both flights, so I asked the Air Canada customer service representative to please book us on flight #100, which he did. Thank you Air Canada!
So, there you go. Air Canada fixed in 1 two-minute phone call what Travelocity could not fix after 3 days of phone calls. Looking at my whole trip itinerary on his system, the Air Canada agent even told me that there was enough time to catch all the connecting flights. So why did Travelocity want to change my flights on a trip still six months away? Oh yes, and Travelocity still cannot explain why my Travelocity itinerary has two legs of my return trips missing. One Travelocity customer service agent told me, that it was just a "computer glitch".
One strange thing about Travelocity customer service representatives (all located in India as far as I know) is that they don't want to help you with your problem, unless you threaten to cancel your booking. Talking to them is like talking to a robot. They give you "script-like" responses without answering your question. At times, they pretend not to understand your question. Trying to get help from them is like banging your head against a brick wall.
A big part of the problem in dealing with Travelocity is that each time you call, you get a different agent so you could end up with more than one agent trying to make changes to your booking at the same time, which needless to say, will lead to a lot of confusion and a lack of accountability on the agent's part. OK, let me finish my review on a positive note. What did I learn from my experience with Travelocity and what advice can I give to my fellow travelers?
Never book with Travelocity again! Booking with Expedia, CheapTickets.com or any other online travel booking service for that matter, won't solve your problem either, since judging by some of the reviews, they may be just as bad. (Although it is hard to imagine that anything can be as bad as booking with Travelocity.) Instead of booking online, go to a "real" travel agent who is accountable to you, or if you must book online, book directly with the airline. Do not book a trip more than 6 to 8 weeks in advance, in order to minimize the chance of airlines making changes to your scheduled flights.
If Travelocity screws up your itinerary, try to get them to request the airline itself to email your itinerary to you directly. Threaten to cancel your ticket if Travelocity refuses to help you with this. Once you have your itinerary from the airline, it should have your e-ticket number on it. With this e-ticket number, you can now contact the airline at anytime before your flight in order to make sure that you are booked on a specific flight or even request changes or cancellations to the booking yourself.