Travelocity Car Rentals

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They booked me with a car company that didn't exist!
Posted by on
This is the email that was sent to Travelocity 'customer service', and still remains unanswered as of this posting (5 days):

"From: Harry H Thomas
Sent: Thursday, January 07, 2010 10:30 AM
To: customer.
Subject: 5934 xxxxxxxxxx
Travelocity Trip ID
5934 xxxxxxxxxxx
Harry Thomas

I booked a car rental with Advantage, via Travelocity on 12/10/2009. When I arrived in San Jose del Cabo (SJD) there was no Advantage agent to drive us to the car rental agency and in fact, I was told by several other car rental agency reps (including one from Budget) that Advantage had gone out of business in their area some time in October 2009!

I spent $15 to purchase a calling card that I could use in the airport to call Travelocity and spent the entire card on hold.

By that time it was past 4pm and the other car rentals reps were all telling me that they had no more cars available for rental. One Budget representative was kind enough to call around and find a car for me with Ace/Cactus (1-866-225-9220), but the price was an astounding $630 for one week use of a Dodge Attitude.
I was not in a position to bargain as they assured me it was the last car, that the price was correct and I can employ only passable Spanish. The location I had to drive to was remote and also featured a 6 mile section of dirt/rough road, so leaving quickly to avoid driving that route in the dark was also a factor.

I feel that Travelocity should offer compensation for the major inconvenience of booking me with a car rental agency that no longer operates out of SJD airport and the inflated fees I had no choice but to accept, given the circumstances that I was placed in.

I am withholding my blog and magazine reviews of the trip so as to give your organization time
To respond to this email request. Thank you for your attention to this matter.
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User Replies:
Inat on 01/12/2010:
did they refund the price of the car? I say it on each and every trvelocity review - someday, people will learn that they are a do-nothing middleman - far , far from a travel agent who would have know the car rental was out of business
Anonymous on 01/12/2010:
First, partly Travelocity to blame, but partly the rental company for not taking themselves off the roster. I wonder when they went out of business why they weren't removed, and how a reservation was booked in the first place. Next, you are in Mexico, is the price in dollars or Pesos? And WHY did you not reconfirm your reservation before your trip? You would have known then that there was a problem.

When we went to Cancun we booked with a travel agency. We still confirmed our reservations with Cancun Palace AND Frontier airlines directly both the first week (we booked 3 months in advance), and 9th week, and finally the night before we traveled. Knowing that airlines can have changes randomly, we were at the airport 4 hours early just in case.

You have to make sure all is as it should be before you travel. Mistakes can and do happen and you have to have time to fix them.
Anonymous on 01/12/2010:
I would put all the blame squarely on Travelocity. They are the ones taking the customer's money and they cannot book you for something that doesn't exist. You didn't say if you got a refund from Travelocity or whether you are seeking in addition to a refund, some additional compensation for the expensive car that you eventually rented.
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Rental Car Overcharge
Posted by on
Travelocity quoted me a great price on a car rental for 11 days. Unfortunately, I was charged $300. more than I was quoted. Their price means nothing. They gave me the runaround for weeks then ultimately declined to help resolve the dispute. I would never use them again and would advise everyone else against using their service.
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User Replies:
Ben There on 09/30/2010:
What was extra charge for insurance?
trp2hevn on 09/30/2010:
Was it a prepaid rental? Most times when booking through those 3rd party sites, it's just a reservation and the individual car companies will charge for the rental. If it was the car rental company that did the charging, then I don't see how Travelocity would be able to help you besides calling the company and asking for an explanation (which you could do yourself).
Weedwhacked on 09/30/2010:
More than likely you were upgraded, charged insurance, and other add-ons so that the counter agent can make more commissions off of you.
ppapamark on 10/01/2010:
Weedwhacked, the car was the on I reserved--no upgrade; tru2hevn, indeed the rental was not prepaid, but the price was guaranteed (then raised without explanation, written or verbal). The company's website states "we will work with our vendors to guarantee satisfaction" but that's bologna. They were of NO help in resolving the dispute. trp@hevn; all additional insurance and services were declined; they were covered by the credit card.
getoverit on 10/16/2010:
You should have documentation of the price and terms quoted initially as well as the rental agreement that you were given when you got the car.

There must be discrepancies between the two. File a dispute with your credit card company and supply all that info. They should get to the bottom of who mis-represented what and credit a refund.
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