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!
WEB, CALIFORNIA -- I unfortunately had to cancel a hotel and airline reservation due to an unexpected medical emergency. I had called to get a refund since this was a medical emergency. Bottom line, Travelocity has not refunded my hotel expense. After speaking with both the hotel and Travelocity to verify and confirm the process that I'd have to go through to receive the refund, I ensured that every step was followed. Each time I had called Travelocity, a different representative would give me a different answer in terms of the status of my refund, and made me go through different processes to obtain my refund than originally explained. Basically, they were stonewalling me.
I have spent over 7 hours on the phone (not exaggerating one bit) with Travelocity, going back and forth between, "Wait a couple days for the refund," to "We do not handle the refunds, the hotel does," to "You need to talk with our finance dept." (who transferred me right back to the original person...)
After being disconnected twice when trying to reach a supervisor (each attempt a 1/2 hour long), the third representative finally told me that they could not patch me through with the supervisor because he suddenly became unavailable. With the fourth call, after finally reaching a supervisor (after waiting another 40 minutes), he was suddenly not able to hear me even though I was able to hear him loud and clear. This was on a land line, not a mobile phone, mind you. He had threatened to hang up if I didn't respond after 10 seconds. I somehow managed to get his attention after demanding that he call me back after leaving my number.
The supervisor was even worse than the CS reps. He had me repeat the entire story again (for the 7th time), even though all of this has been documented in their systems. He then had me on hold for a 1/2 an hour just to tell me that Travelocity cannot refund the hotel expense until the hotel itself issues the refund. This is NOT true. This is also contrary to what a previous representative had told me (that my refund should post in a couple of days - another stonewalling attempt). The hotel does not charge Travelocity the cost of the hotel stay since it was cancelled. The hotel payment was prepaid to Travelocity.
The only charge that the hotel issues is a penalty fee to Travelocity if the reservation is cancelled late. I have called the hotel multiple times, and have been told that this fee has been waived. Travelocity would not even see a charge in their systems because of this. This leaves Travelocity to issue my refund for the unused hotel stay that I paid directly to them! This has been going on for almost two weeks. No refund is on the horizon since Travelocity refuses to pay up and blames the hotel.
My word of advice to all hotels (Venetian, Las Vegas, in my case) - DO NOT PAIR UP WITH TRAVELOCITY FOR ANY VACATION PACKAGES. I will be filing a claim with my credit card company and a complaint to the BBB. I have dealt with many travel sites before, and Travelocity is the only one I would NEVER use again. I am sorry for the rambling since it is very difficult and time-consuming to put eloquently put together the chain of events that occurred. I think you'd understand if you also just got off of a 2 1/2 hour call, speaking to a person that was following a script to stonewall you, and with a terrible understanding of the English language.
ATLANTA, GEORGIA -- I booked a hotel room using Travelocity and when I got there, they said my room was not available. The room I booked was on the 42 (out of 47 floors) and they put me in a room on the 27th floor. The hotel told me that of course, there was a price difference in the price of the room I stayed in and the room I paid for but they said I needed to contact Travelocity for the refund. After waiting for literally 59 minutes on the phone with Travelocity (I took a picture of the call duration), they told me that they could not do anything for me.
Terrible experience and I will NEVER book through Travelocity ever again. I hope this review get published as a way to save other people from the terrible experience I went through.
LAS VEGAS, NEVADA -- Horrible!!! Warning stay clear of this site!!!! Never use their service. Unethical, corrupt and A SCAM!!! Totally disgusting and evil treating of its customers. This is the worst site ever. Will never use again. I come from a large family and have informed all and friends and will continue to do so with everyone I come in contact with about this situation. I have never given any site a review but the despicable service I received from this company from the first agent to the manager on to Corporate Office.
I booked a vacation package as they call it with the flight, car rental and selected the insurance because my mother was ill in the hospital and a chance that I wouldn't make it in time. I saved a screenshot of the final "Thank you for booking with Travelocity" which showed the total amount, and printed my itinerary which showed the same total amount. I received an email which showed the same total amount. Three different items showing the same amount which as I calculated before hitting the final purchase button was the cost for the flight, rental car and insurance seems like it makes sense. Wrong!!!
My mother past before my travel arrangements so I called to cancel and guess what, Travelocity informed me I didn't purchase the insurance. Hmmm the agent said "Well the total cost adds up to it but we only show we charged you for just the flight and rental not the insurance." I spoke with several people and they said things like "Maybe you selected the insurance then deselected before you clicked to make the final purchase" or "clicked on and off the insurance several times to create the error of showing my total price equals $49.00 more than the flight and rental car."
Then I was informed later by corporate that the insurance was not selected and also informing me I encountered some errors which is why the total purchased showed $49.00 more than it should. Of course informing me again that I wasn't charged. Really Travelocity, well the charges didn't show up on my account until the day my mother past which was 3 days later. I even mentioned to the corporate person well if I would have booked this package and the total amount would have showed what it should have been of course sending up a red flag. I would have called to inquire stating I selected the insurance but it didn't process could I add now.
Well she informed me in that case I still would not have the insurance. Hmmm. With all the emotions I am going through at this time in grieving then to deal with a so called merchant that doesn't want to own up to their system error was too much to bear, of course I lost it. WHAT A SCAM!!! Steer clear, totally unscrupulous and dishonorable, and DOESN'T DESERVE YOUR MONEY.
I have been using Expedia for many years, and I have always been happy with them, but the hotel I wanted to book was not available on Expedia so I decided to try Travelocity. It was my biggest mistake. When I book the hotel online, everything seemed to be fine. I received a confirmation with the total and breakdown of the charges. When we were checking out from the hotel, we were charged a resort fee which is $210, which is a standard procedure for every resort. When we got home, we looked at the Travelocity bill and realized that they also billed us the resort fee.
We called back to the hotel and talked to the manager. He explained to us that Travelocity is not allowed to charge us the resort fees, and that we should call them up and they must reimburse us. Since then, we have been in touch with them 3 times. The first time is when we called, they denied that they charged us. We told them to open our confirmation and to see that it clearly says we were overcharged $210. They admitted their mistake, and asked us to write an email to their customer support, and we will receive our credit back. That is what we did. 2 days later, we did not receive any response, so we called them up and talked to a supervisor.
After being on hold for 17 minutes, we finally got a hold of the supervisor who even refused to give his last name. He only gave us his first name which was **. He was extremely rude and told us that if we want our money back, we should call our credit card and dispute the charges. Never again will I use Travelocity or recommend them to anyone.
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.
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!
November 9 was our anniversary. We booked a trip to Vegas to enjoy the weekend. I got on Travelocity (first time using it) and found what I thought was a great hotel in Vegas - "The Palace Station." Ratings had the hotel at 4 out of 5 stars. The day comes and we take off for the road trip to Vegas. When we get there we check into the hotel. First thing the guy behind the counter says is "Do you want to upgrade your room for 50.00 more a night?" I was like "No thank you my room will be fine" (remembering what the pictures looked like on Travelocity). He looks at me and with an attitude he said, "OK suit yourself," tosses the keys on the counter and walks away.
Well I wasn't going to let a pencil neck moron like that ruin my trip, so we walk towards the rooms to see them. Walked through the casino which smelled like a pissed-on ashtray. We get to the hallway that leads to the rooms and I noticed that it's the back alley of the hotel. We walked past the loading docks and the dumpsters to a hallway where it smelled like a porta potty was tipped over. We get to the room and open the door and there are 2 full beds squeezed into a room that's about 10 ft long by 8 ft wide. RIDICULOUS! By then I was pissed!
I headed for the front counter and told the lady there I was not happy at all with the room they had given me and it's not what I paid for. She replied with "OK I have another room for you. It's 3 doors down from the one you have now." I FELT LIKE I WAS GOING TO EXPLODE! Went to check the next room, even worse. I walked back to the counter again and told them that I was not staying in that room and that I would call Travelocity to help me make this right and the manager replied with "OK. I'll check you out right now and I need you to leave." My Vegas trip was ruined thanks to Travelocity and The Palace Station Hotel! Bottom lines learned was to always use Expedia!
Booked a flight in April to go visit my father in June 2013. Would be our last vacation together as he was diagnosed with terminal cancer. Took out the travel insurance from Travel Guard, in case I would need to cancel my flight due to his failing health or death. End of May, Dad's health declined rapidly. He called and asked me to cancel my trip. He was hospitalized for a couple of weeks, then put in a convalescent home where he later died on July 4, 2013.
I contacted Travel Guard at the end of May and filed a claim after cancelling my non-refundable flight through Travelocity. Travel Guard sent me a bunch of forms to fill out, one of which was to be filled out by a physician. I explained to them that it was NOT the person traveling that had health issues, but the person that I was going to visit. They wanted my father's physician to fill out the form & include the diagnosis, date of diagnosis, and reason for cancellation of travel plans.
My father's Dr would not fill out the form for legal reasons; the form specifically asks why the Dr requested the patient to cancel their travel plans & my father was NOT the person traveling. The Dr did type up a letter listing my father diagnosis and when it was made. I included this and a letter of my own stating WHY the Dr wouldn't fill out the form and explained that I was the person traveling, NOT my father. This was not good enough for Travel Guard. They sent me the physician's form again, and said it would need to be filled out in its entirety. And they also needed my father's signature! He died before I could get it. Then they closed the claim without notifying me.
They obviously couldn't wait for me to get the POA papers sent to them. Sorry people, but it takes time to get all the legal stuff done when someone dies! I felt like Travel Guard made me jump through hoops to get my $$$ back. I don't think the claims dept read my letter or my father's attending physician's letter. The form even asked for my father's social security #. Why would they need that?!? Trying to get money from a dying man?
I ended up taking the credit from my previous trip on Travelocity, which included a $150 fee and booked another flight to spread my father's ashes. I will never book a flight through Travelocity or use Travel Guard insurance again! Better to book directly from the airlines.
ONLINE -- I called and booked a vacation to Madrid, Spain for 3 people - 2 with flights and 1 just hotel room. I was lied to about the flights when booking them at 10 pm at night, did not find out the truth until after 11:30 pm. Went to bed and called immediately at 8 am the next morning to cancel the entire trip. They refused to cancel the hotel rooms, hiding behind small print in their confirmation notice that was never disclosed to me.
The entire experience was horrible and I spent many hours on the phone with their customer service representatives getting the runaround. In fact, it took me the entire day and the next several days, even completing their online survey several times and calling over and over again. I tried to fight this through my credit card and they are standing with Travelocity! Travelocity lied about the flights, and the seating. If I am not flying there, how would I use the hotel rooms? This was a package!
I highly recommend you don't ever book through Travelocity! This was my second bad experience with them. I tried to give them a second chance and got badly burned. My friend found out through one of their attorneys whom he met with offline that they actually are out to defraud you and lie to get your money and credit card number!!! They are a huge money making defrauding, out to lie to you machine. Watch out!!! It only looks less expensive when you start to plan. You will be so sorry in the end. You will be SO much better off going directly to the airlines and hotel! Don't be defrauded like I was!
It cost me $2,000 USD!!! $2000! Can you imagine! For 2 hotel rooms in a location that I was not going to and could never use. How's that for a plan to defraud me out of $2,000? And they blame it on the hotel. I called the hotel and found out that Travelocity actually buys the block of rooms in advance and so the hotel has nothing to do with the cancellation. It's all part of their scam. Don't fall for Travelocity ads!