CALIFORNIA -- I had to cancel (or rather postpone) a flight I'd booked in April 2012 for a flight scheduled to depart May 2012. Per the emailed restrictions, I made note to rebook within the year, i.e., prior to the date I booked the flight. Well, when I went to re-book, I was told the credit had "expired" as I had to FLY by the date the flight was booked, not just re-book as the restrictions sent to me at the time of cancellation had stated. The wording in the email provided was unclear and incomplete at best, intentionally misleading at worst. Here's an excerpt: "Carriers either require you to re-book before your original departure date or may allow 1 year from the date tickets were originally issued."
As I read it, the wording states that carriers may require the customer to RE-BOOK, not FLY within the one year from the date tickets were originally issued. Flight was scheduled to depart in May 2012 with the ticket booked/issued in April 2012 so one would assume that re-booking within the year of the date that the tickets were originally issued would mean prior to April 2013. It does not state anywhere that one would need to fly by April 2013.
I also spoke with a Travelocity representative at the time of cancellation and no additional info was provided other than what I emailed to myself immediately following the conversation with the Travelocity representative so that I made note of those additional restrictions, i.e., the $130 change fee, that re-booking had to happen through Travelocity, that it had to be booked over the phone not online, and that the flight had to be with the same carrier with the same person travelling. All reasonable and understood.
However, neither the email sent nor the Travelocity representative that I spoke with that day made any mention that when I re-booked, I would have to fly by or before the year anniversary of the date the ticket was issued, only that the ticket needed to be re-booked by that date. As many have done before me, I got on the phone with a Travelocity representative - today he was going by the name of "**," a supervisor from a call center abroad who unfortunately was of no help whatsoever.
Instead, simply resorted to repeating whatever "policy" that was placed in front of him which of course did not address the poorly worded restrictions noted in the email sent to me by Travelocity, i.e., the "policy" that he kept repeating was information NOT included in the email restrictions sent to me at the time of cancellation so how is a customer to know about these 'new' restrictions until they attempt to re-book their flight? Wholly frustrating and unacceptable as I was simply trying - as it was explained to me both over the phone and in writing at the time of cancellation - to use the credit to book another flight with the same airlines within the year deadline.
Attempting to address this directly with Travelocity was a complete waste of time so I am now trying to find a solution via the credit card company as one would assume they have more influence than a lone customer. Needless to say, I will NOT be using Travelocity ever again unless this formal dispute via the credit card company is resolved to my satisfaction. Until then - I give you fair warning - AVOID TRAVELOCITY at all costs!!! I lost over $700 and far too much time and aggravation for the few dollars I may (or may not) have saved going through them.
Hi! We're sorry for the problems you've experienced and want to help. Please send an email with your Trip ID to firstname.lastname@example.org.
Regards, Lawra A, Travelocity
NEW YORK -- I don't think I could outline everything that went wrong with my most recent booking with Travelocity. I have been a customer for more than 10 years, and have always been more than satisfied. I guess that's why I was so shocked by how poorly my last experience was handled.
So here's my warning - don't ever book airline only reservations with Travelocity... you will do better going direct with the airline, there's no reason to go through a third party like Travelocity. And the low quality of their customer service is beyond belief. Believe me, I've talked to 15 people, and they were all horrible!!
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.
My wife had our baby early requiring me to change my flight. I called on a Saturday from the hospital to change a flight for Monday. After about 45 minutes the customer service representative informed me that it would be $275 dollars to change my flight to Wed. I asked him to please make the changes.
Monday I received a cancellation notice via email for my original flight (but nothing else). I called back to the service center where I left my phone number, 3 hours later I received a call. The representative informed me that she could not find any record of the change even though when I call the automated system asks if I am calling about the flight for Mon the 17 or Wed the 19. Customer service is horrible. After exactly 1 hour and 3 minutes I was disconnected. No closer to confirming my change.
I will NEVER NEVER book through Travelocity again nor will anyone I can convince not to. No one plans on changes but if you ever have to make one through this company you will need a drink and a quiet place to be able to understand the representative working in a loud call center who has a hard time understanding/speaking English.
Travelocity was more than happy to take our money to book flights, now I realize they are thieves and they were actually stealing our money. We needed to change our flights and so we called Travelocity and they claimed it was not a problem and we could re-book within the year as long as it was with the same carrier and for a small re-booking fee. They said we could put the flights into credit with the carrier. Simple, right?
Then the problem started when we tried to re-book our flight. At least 10 phone calls later and we still cannot re-book flights. They make promises to call you back. They make promises to email you back. They DO NOT ever call you back. I think this is a scam and they are trying to take our money and not have to book flights so 100% profit for them. I STRONGLY urge anyone to never use Travelocity. We still have no resolution and cannot speak to a manager. What a brilliant 'Business strategy' Travelocity - just keep ignoring the customer until the tickets have expired. THIEVES!!!
I booked a flight on Travelocity and never received a confirmation, so I called to requested a copy of my reservation. After being on hold for 2 hours and being transferred to 5 different people, they could not find it and I was disconnected after asking for a supervisor. I called back a again and asked to speak to a supervisor. They transferred me and I was on hold for 25 minutes and then they hung up on me. I called back and the exact same thing happened again. By this time, I was so pissed I could hardly see straight.
I called my credit card company to see if the charges went through, and they did. I called Travelocity back and after another 49 minutes on hold, I got someone who was able to find my reservation. Needless to say, I canceled it and booked through Expedia instead. I started my reservation at 5:00 pm and did not get everything handled until 10:30 that night. Horrible experience. Will never use them again.