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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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Didn't Honor Coupon
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Travelocity sent me a 15% off coupon for being a good customer, so I used the coupon. I have used their site many times. This time, I keyed in the code within the expiration date, and the screen flipped to payment verification without my review. They charged me a non-refundable $725 fee, when I expected the discounted rate to be about $620. THEY SENT ME THE COUPON, I DIDN'T ASK FOR IT OR SEARCH IT ONLINE. I called customer service and the man "called to the hotel to try to get a refund," but couldn't now honor my coupon! DON'T FALL FOR IT! Those coupons can be scams! Take me off the email list Travelocity!

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Bad Customer Service - They Hang Up on You.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I was ready to book the vacation. I already selected the hotel and flights and was on the page that asked me if need transportation from airport to hotel. I called to ask a question - "How much does it cost to get a taxi from airport to Grand Bahia Principe Punta Cana in Dominican Republic." I was talking to Francine. She wanted to know when I was traveling, how many people, etc. She wanted to book the trip. After I told her that all I want to know is the cost of the taxi, she hung up the phone. I will not be using Travelocity to book my vacation. This is no way to treat your customers.

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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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Don't Expect Travel With Travelocity
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

To whom this may concern, and judging from my experience in the last six days, that is no one: Travelocity stole $1,839.38 and has not offered to release it back to my bank card or explain why it was taken in the first place! On Friday 02/21/14, I tried booking a vacation package using your online service for the amount of $2,151.23. I made several attempts at booking, and each time was told after trying to checkout that my departing flight was unavailable. I called and spoke with a representative over the phone, and the same package was then quoted at almost $200 more than I had found online.

I then tried online again with totally NEW dates, and again, the departing flight was unavailable. I made another attempt over the phone with these new dates but this time, was quoted over $300 more than what I found online. I never actually booked anything with Travelocity. I was aggravated, and gave up trying to go through them. The customer service was rude and unhelpful. I wasted almost four hours with this company between trying to book over the phone and online.

I went to a different site and found a much better deal! I tried booking them them and my CARD WAS DECLINED. I quickly checked my bank account and found that Travelocity charged my bank card TWO SEPARATE TIMES. Once for $943.82 and then an hour later for $891.56, plus four different $1.00 charges for each time I attempted to book but their site failed. After many calls to Travelocity and our bank, we have been told by Travelocity we have to wait for our bank to process the refund, and our bank says Travelocity hasn't refunded. Travelocity states they have no record of our purchase... Well that's because we never actually got to purchase ANYTHING.

So now, we cannot purchase our flight package with another company because they are holding almost the entire amount we had saved up to purchase our first family vacation. Our bank says that Travelocity has THIRTY DAYS to release our funds back to us. By that time, the prices will have increased so much I highly doubt we will be able to afford it. Travelocity has taken money from my family, without anything in return, and as of now, can't even tell us WHY they took it, or WHEN we will get it back.

I've never been so upset at a business. We worked hard and saved for an entire year for this trip, and now it looks as though we have to suffer for a mistake they've made and refuse to correct. Someone explain to me how this is fair.

Deposited one bogus transaction back into my account yesterday, only to have it pending AGAIN today? Seriously people, what is going on?

ALL of the transactions originally took place on Friday 2/21/14. I didn't purchase anything with your company. NO FLIGHT, NO HOTEL, NO CAR, NO ID NUMBER, NOTHING. WHY DID YOU TAKE MY MONEY, AND WHY ARE YOU REFUSING TO RELEASE THE HOLD! How can you take an honest family's savings, give nothing in return, and not even tell me why my card was charged or when it will be refunded!?

I received an email from the BBB stating your company has received my complaint, and I am currently waiting on a response. This is unfair, and as far as I am concerned, THEFT!! I would try to contact you myself again today, but frankly I'm SICK of being kept on hold, disconnected, lied to, and being given the runaround for hours at a time.

In conclusion, in my complaint to the BBB, I stated one way you can resolve this issue would be to immediately release the hold on my funds. However, that was two days ago. Now it is a total nearly six days since you company first took funds without explanation. I'm not quite sure how you can so easily correct such a horrible injustice to my family, as now we are no longer able to take our vacation as planned.

My husband, myself, and my boys, ages 5 and 2 are out of a trip we spent a year saving for. I suppose my kids are just supposed to understand why we can't go to Disneyland as promised. They blame ME for that, not Travelocity. Also, my husband has taken vacation time from his job, and cannot get that back. Fix this, do what's right by your loyal customers. We used Travelocity to book a vacation package back in 2009, it was flawless. What a travesty to have such a good experience ruined by such a horrible one.

I will never use your service again. I will also make it a mission to inform as many people as I can about your company bad practices. I will make sure that NO one I care for takes a chance at being robbed of not only their money, but precious and cherished vacations with their children. Your company is rotten to the core, and you've hurt my family and I greatly.

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This Company Will Steal Your Money. Please Avoid.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

INTERNET -- I warn you, do not use Travelocity to book your vacation! I used this service assuming that booking an all-inclusive vacation through a company that had experience with travel and primary connections with hotels, airlines, and events would save me time and money. I made a huge mistake and hope you don't do the same. They are not just incompetent but deceitful as well, and the time you spend fixing the mistakes they make will not only ruin your vacation but will cost you money. If I had just spent a little time doing my homework before I gave them my credit card, I would have saved myself and my family a lot of grief.

Wow, where do I start? I booked a five-day stay in Las Vegas including flight, hotel, car and tickets for my family to see Blue Man Group and Cirque. My agent quoted me a price, which I paid before realizing that it was about $200 more than what I would have paid had I booked online. When I called them to point this out (the first of many long phone calls to India, I will add), they said they would check it out and issue a refund, which they later refused to issue, saying they could not find the cheaper price online I had mentioned. I got back online, took a screenshot of the lower price and sent it to them. They emailed back saying, "Sorry, case is closed." My first clue.

Once my family arrived in Vegas, we discovered that all the tickets we had purchased, I mean all of them, would have been cheaper (overall by hundreds of dollars) had we purchased them directly from the companies we were dealing with. More phone calls, more time with customer service in India and more money wasted. A lot of money, I will give you one example, but there are many. Travelocity sold us tickets to Blue Man Group at the Monte Carlo hotel. When we arrived for the show, we were told that our Travelocity "dummy" tickets wouldn't scan in their machines so we would have to wait in line and exchange them for real tickets. Annoying, but oh well.

While in line, I discovered that the face price on our tickets was SIGNIFICANTLY higher than what the hotel was charging for them. I mean, $75 apiece higher! When I asked about this at the counter, the agent explained that Travelocity buys large blocks of tickets to their shows and then can charge whatever they want for them. They are basically ticket scalpers. Mind you, this event was not the return of The Beatles, it was an ordinary performance of BMG that happens every night.

There were good tickets available at the box office right up to the time of the show. I won't bore you with the details of my lengthy conversations with customer service trying to get explanations about this because other reviewers have already covered this in detail. Let me just say that all the complaints are pretty much what I encountered as well. I wasted huge amounts of time and money because I used Travelocity. All I can say is that if you book your vacation with them after reading these reviews, you are dumber than I am, and believe me, I feel pretty damn stupid right now.

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Outrageous Customer Service!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

June 9th: I bought 2 flight tickets on Kayak.com (through Travelocity); the total amount (5,268.06 AUD) was displayed in my bank account's “pending transactions” under the heading "SABRE INC KE KOREAN AIR KE SAN ANTO."

June 12th: Travelocity deducted two times 2,642.71 AUD (under the heading "USD2484.40 Korean Air **"), plus 79.28 USD "Foreign Currency Conversion Fee." However, the above mentioned 5,268.06 AUD remained in the pending transactions list until June 17th!!! This meant that even though I had money on my account, I was unable to access it (since it was less than 5,268.06 AUD). My available balance was 0 AUD.

June 13th: I called my bank (St. George) and they told me to talk to Travelocity and ask them to send the bank a fax authorizing the bank to delete this pending transaction. My bank said they would delete this pending transaction one hour after receiving the fax. After this, I called Travelocity immediately (at around midnight US time). I was put on hold for half an hour, then finally I was put through to an operator. After I explained the situation to her, she promised to send the fax within an hour. She read back to me all the details I'd dictated to her and I confirmed she had all the right details.

The next day I checked my bank account and the pending transaction was STILL THERE. I called my bank again and they said they never received a fax from Travelocity. They also said that the pending transaction would automatically be removed after one week, and that until that time, there was nothing I could do about this unless Travelocity sent them an authorization fax. After this, I had no success in reaching Travelocity, but to be honest, I didn't see too much point in trying to reach them since they'd failed to send the authorization fax the first time I asked them.

I had to wait until June 17th – that is, FIVE DAYS – until the pending transaction was finally deleted from my account. This meant that I HAD NO ACCESS TO MY OWN MONEY for 5 days!!! My question to you is this: how is it possible for Travelocity to take the liberty of locking 5,268.06 AUD on my account, after you had already deducted the price of the 2 flight tickets? Do you guys at Travelocity think that I have an extra 5,268.06 on my account AUD that you can freely lock in??

Well, since I did NOT have this much extra money, I ended up being unable to access my own money for five full days. And what about my electronic fund transfers? But I don't know why I suppose you care about this… I have bought quite a few flight tickets (and other things too) in my life which also involved having a certain amount of money locked in on my account (in “pending transactions”). However, I have NEVER had an experience like this one, namely that the money was STILL locked even after the price of what I'd paid for had already been deducted from my account!!!

I simply cannot believe that a company would take such liberties with its customers!! Not to mention the fact that your colleague promised me she would send a fax authorization and then completely failed to do so. Shame on you, Travelocity, for outrageous customer service.

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TravelocityIncentives.com Do Not Follow Their Own Written Policy
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SOUTHLAKE, ALABAMA -- I spent hours researching and planning our family vacation with part of it being for a 2-night stay in Orlando. I had enough reward points from a credit card to pay for part of this stay. One of the choices I had under the Wells Fargo Rewards Program was to use Travelocity gift cards which were administered by TravelocityIncentives.com. I choose this route and proceeded to set up the hotel which you have to pick from using their specific website. Everything went smooth as far as setting up the reservation.

However, the day before we were to arrive in Orlando, I called from our hotel in Key West to cancel the reservation since tropical storm Debby was making her way through Florida and flooding many areas along the way. This was going to put a damper (no pun intended) on our plans to visit SeaWorld and we were just going to drive back home early. However, when I called and tried to explain to the customer service representative why we wanted to cancel, after being placed on extended hold, she came back and said that if we did cancel, we would be charged the full price.

Therefore, we decided to go ahead and stay at the hotel and hope for the best on the weather. Upon arriving at the hotel, it was raining cats and dogs so we just checked in for the night. The next morning, it was still raining heavily and the forecast was dismal. Therefore, I called to plead my case with the weather issue to see if we could just cancel the 2nd night and was told again that we would be charged for both nights as one of their policies stated, "Cancellations or changes made after check-in are subject to a 100% penalty."

I notified her that I tried to cancel the day before arrival (which she saw documented in the computer) but told we couldn't and that another of their policies stated, "All cancellations or changes will incur a $25 fee" (which we were prepared to pay) and "Cancellations or changes occurring within 24 hours on the day of check-in are subject to a one night Room & Tax charge in addition to the $25 fee." The thing is that I did try to cancel a little more than 24 hours prior to arrival and we should have only been charged one night stay and the fee according to their own policy, not for both nights.

Trying to talk to her was impossible as she was from India and didn't speak English very well and although I quoted the discrepancy in their policy, she just kept repeating the same thing over and over again which I find with most people from India which is why I hate dealing with them (no I'm not racist). Also, she told me I would have to request any kind of refund from the hotel itself, but it specifically states in the policy that I printed, "Please do not call the hotel directly to make changes or cancel the reservation, as their agents will not be able to change or cancel or issue refunds for these specially negotiated rates".

Unbelievable! I just learned the hard way not to deal with Travelocity ever again and hope to inform others to do the same.

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Travelocity Service From an Employee
By -

After reading many of the complaints posted on this website regarding Travelocity, I am astounded and appalled by the service that Travelocity's customers have received. I have worked for Travelocity for several years and I am one of those agents who would answer the phone saying, "Thank you for calling Travelocity." At any point in time, I could have been the agent answering your call to address the issues regarding your flights being changed, an illness resulting in a reschedule or cancellation of your reservation, a hotel room that is unsatisfactory, a refund request, etc.

While I am primarily responsible for booking reservations, it is also my job per company policy to handle ANY type of call that I answer regardless of the situation. And, as a result, I have spent hours at a time resolving customer issues when the need has arisen. In reviewing the complaints on this website, many of the issues could have easily been resolved without being placed on hold 45 minutes at a time, hung up on repeatedly, having the call escalated to a supervisor where nothing was done, or repeated calls back to the company with still no satisfaction.

The primary issue here is not so much with Travelocity per se, but that the company like many other American companies has outsourced its customer service and many other departments to another company in India for "cost savings." While India is technically required to follow all of Travelocity's policies per our contract with them, they do not. For example, if an agent employed directly by Travelocity hangs up on a customer they are terminated immediately. However, this does not seem to be the case for those who work in India considering the amount of complaints I personally hear from our customers.

The American employees are well aware of the poor customer service India provides to our customers and that they simply make our jobs more difficult and most of us strongly disagree with the decision to outsource. I have had situations where I have had to deal with the Indian agents directly to resolve a customer issue and I am told by them "per company policy" when I know as a direct employee of Travelocity that it is not OUR company policy that they are telling me. Travelocity has made many changes over the last several years to enhance our service to our customers and they have strived to have this ingrained as part of our corporate culture.

However, the achilles heal to this philosophy is the poor treatment our customers receive from a company in India portraying itself as "Travelocity." While this website is wonderful in expressing the frustration with the company, I would urge everyone who has had a bad experience such as those posted to contact our corporate headquarters in Southlake, TX by mail rather than calling or emailing customer service since 90% of the time that goes to India. Travelocity has very high expectations on the level of service we provide to our customers but that level of service will only be received fully by our customers when our operations are brought back to the United States.

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Travelocity Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 54 ratings and
150 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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