This is a long story. Please take the time to read it all, because I need your help. I have a friend, Nikki, who got ripped off by Travelocity. She was trying to get home to see her elderly and infirm father in Malta. And she saved and saved for a long time and bought her ticket from Travelocity. When she filled out the info on the Travelocity site she put in her name on her ID as instructed and paid her money, (it costs nearly 3,000.00 one way, so she saved for a long time).
When she got to the airport the airline told her to call Travelocity and have them change the ticket to her maiden name, as listed on her passport. They said they do it all the time and it would be fine. She stood at the kiosk for 3 hours talking and waiting on Travelocity. While she was on hold the Airline said, "This is ridiculous" and they even tried to tell the dingbat from Travelocity on the phone what to do.
But as a result of Travelocity's lack of customer service and action, Nikki missed her flight. And the one after that, and as a result was sent home having been told by Travelocity that because she missed her flight they will not offer a voucher for travel the next day and she will not get a refund either because their policy is that if you miss your flight you forfeit all money. Since this happened last week, her dad has had a stroke. She needs to get home to see him before it's too late. I have been ripped off by them also, a few years back. I wish I could give negative 5 star rating.
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!!!
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.
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!
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.
VIRGINIA -- Travelocity has an interesting way of confirming reservation cancellation. I booked a room for a Friday check-in at the Clarion Hotel in Richmond which has a 6 pm the day before arrival cancellation policy. I canceled the reservation through Travelocity on Thursday morning and received an email from Travelocity confirming the cancellation. The email was sent Thursday, November 14, 2013 9:33 am, according to Outlook.
When the charge appeared on my American Express, I contacted them and they said they had no way to confirm their own cancellation confirmation despite the fact that I had sent an email with a screenshot of their cancellation email. They said they had to refer it to their technical department to confirm when the cancellation was received so they could contact the hotel. I was instructed to send them an attachment of the email which they would provide to their technical department.
WTF? I have to send them a copy of their own cancellation confirmation attached as a file? Seems like they would have figured out by now to assign a cancellation confirmation number to all cancellations, unless of course, they are not accustomed to providing refunds for canceled reservations.
I initially booked a flight online with no issue. But when I had to change flight itineraries it became a disaster. I needed to change reservations/flights. So right off the bat I got hit with a $200 per ticket change fee! Then after 2 days, 4+ hours on the phone, being disconnected 4 times, making 3 different bookings, I got a new reservation.
The reason for the 3 bookings is they told me that each booking had an "error" in the system that caused them not to go through. That error was the inexperienced operator you have to deal with. My previous booking that I had to cancel was made into a credit that I could only use with Travelocity and I could only apply it by calling them. I tried 3 times to apply the credit, which the operator said it was applied, and all 3 times it wasn't. Until I got an operator that could speak English and understand what I needed. If you have to call them for any reason, expect a 1 hr call minimum. Absolutely the worst customer service EVER!!!
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.
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.
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.