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.
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.
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.
TEXAS -- Recently, my significant other and I decided to take a week-long vacation to the Caribbean. While reviewing many websites, my better half opted to use Travelocity due to having good reviews in the past and feeling as if the company had a legit background. My personal preference was to use CheapCaribbean.com due to lower prices and better deals. Nonetheless, I let him book everything accordingly and we opted to go to the Dominican Republic, Dreams La Romana Resort and Spa in the city of Punta Cana.
Upon completing the reservation, I noticed that no shuttle services were provided or even offered via Travelocity so I made an attempt to call Travelocity and inquire about shuttle service. Customer service rep 1 said, "Nothing we can do about it," and hung up. # 2 told me, "Just rent a car." My reply was, "What if I can't drive?" and they said to take a taxi. It probably doesn't seem like a big deal to you but our hotel was over 2 hours away from the airport SDQ and there was no way I was going to get slammed by outrageous fees of a taxi cab driver or mugged in route.
I personally wasn't comfortable driving or taking a taxi so I called back and rep number 3 said, "Call the hotel and figure out their shuttle service." Rep #4 finally explained that Travelocity does not offer shuttle transportation at all for Caribbean vacations. So my thoughts, why offer the round trip flight, all inclusive resort and no means to get there? I called again and tried to speak with a supervisor, which honestly I think it was one customer service representative after another trying to play the role of the "boss" to avoid conflict. When I couldn't get a hold of a manager, I was told they would either call me back or I could wait on hold for 2 hours.
When I finally connected with a "real" manager after explaining my dilemma for the 18th time, he told me he wasn't the correct manager regarding my complaint. I am irritated by now. Not only have I called the hotel in the Dominican Republic to try to figure out a quality shuttle services they use, I had also called Orbitz and CheapCarribean.com to find out who their shuttle services were. To make matters worse, the shuttle per person was $215.00. Had I used Orbitz, Kayak, or even CheapCarribean.com, the MOST I would have paid for shuttle was $60.00 per person. Not to mention the other websites used airports closest to the city in which I was flying to.
When I explained to Travelocity reps that the airport was over 2 hours away, they said the resolution was to book me in a hotel closest to the airport which I didn't want to go to the Dominican Republic for the airport. I wanted a specific resort and to enjoy my vacation. In the end, Travelocity is worthless. Why that have Caribbean "packages" without offering shuttle services, I find to be quite pointless. The $430.00 I spent on a shuttle was a huge burden as well. Not to mention the $200.00 voucher they provided for the resort was a huge scam. Absolutely worthless.
AAA.com or other sites a $200.00 is good for anything generally and holds cash value. These vouchers were only good for a % off. Such a waste of money, waste of time talking to rude individuals and did I mention a huge waste of money? I will never use Travelocity in state or overseas again. P.S. It rained in the Dominican Republic for an entire day and most sites give you a credit for a "day ruined" but not Travelocity.
TABERNACLE, NEW JERSEY -- In April 2011, I booked 5 airline tickets through Travelocity. After a week, I noticed an error I made in the reservation. I had purchased the insurance so I wasn't concerned and called them to advise my error. I 100% take responsibility for the error. I was told that I could receive a credit of $1,937 for the tickets and that we had the credit for one year from the date of our "trip." I called in June 2011 to book flights to Atlanta. The total was only going to be $745. I was told that I would lose the rest of the money.
I was told by that representative that I could roll the $180 per ticket into the cost of the ticket. I told the representative that I would hold on to the credit and use next April. In January 2012, I called to book flights for Florida in April 2012. The cost of the tickets were 189 + 180 equals $369 close enough to my credit. I was told by that representative that I could not roll the $180 into the ticket price. I explained everything I went through and he was unable to help me. I told him I would need to wait for my tax return to book the flights so I had the extra $900 in transfer fees.
In February I called to book the flights again. I again told the representative my dates of travel. They were still quite lower than my original credit so I decided to wait until they were closer to my credit price so I didn't feel like I was giving them "free" money. This week I called to book the flights. The rep, after telling me I didn't have a credit, finally found it in the system. She then said that she was transferring me to US Air. I told her that I was told I needed to go through Travelocity. I was put on hold for 20 minutes and the call was disconnected.
I looked up US Air's phone number and called. I was told by them that I needed to travel by March 30th, one year from booking, not traveling. I explained that I was told by three different reps that I had one year from the date of travel. He told me I was misinformed. I immediately called back to Travelocity and asked for a supervisor. I was on hold and disconnected 3 times. I decided to email. I received a standard email saying that someone would call me. In my email I told them that I needed an immediate response. No call as of yet.
I tried again today to get through to a supervisor with no luck. Seems I always get disconnected when wanting to speak with a supervisor. I looked at my cancellation and it doesn't say anything about a date I needed to travel by. I would have used the credit already. What sane person wants to ignore $1,937 and let it just go? Not me. I have contacted my attorney. He asked that I send him everything. In my email to Travelocity, I asked to have copies of my conversations for proof. I hope they have them because if not, I will sue them for my money.
I WILL NEVER USE THIS SITE AGAIN. I posted on FB today telling everyone to stay away and I think I will sign up for a Twitter account and put it on there as well. I have never felt so betrayed.
ROGERS, ARKANSAS -- I would like to recount a recent experience I had using Travelocity's site and the follow-up conversations and email exchanges. I want to point out that I have used Travelocity's site before and it worked without any issues. This time though, after entering the search criteria, it returned dates that were not as I had entered (I know I should have verified and I do admit this, but when you have a site, you should ensure it is working properly). Like said, I should have caught this, but I was focused on the flights available and presumed the info was as I had entered. I proceeded with the purchase and afterwards realized the error.
I decided to send an email to Travelocity to change the flight and since it was a time-sensitive issue, I phoned them. I spoke with an agent. She explained Travelocity charges $180 to cancel. I explained I had just purchased the ticket and then she stated she was trying to explain that she was not going to charge for canceling the ticket because I was cancelling within 24 hours. I said, "OK, so you are going to cancel this flight, right?" She stated yes. I inquired if she would assist me in getting another flight. Her response - "You will need to do that yourself." I replied, "OK, just cancel the flight." She replied it's cancelled.
I confirmed this with her, and went online and re-booked the flight. Then I receive an email replying to my earlier email stating I could in fact cancel without charge and I could have applied my first ticket toward the second ticket without waiting for a refund. I checked the next morning, and I still have two tickets. I called Travelocity and spoke with another agent. He stated that according to the first agent's records, I had hung up before she could complete the cancellation. I informed him this was not the case and felt like I was being called a liar. He stated he would cancel the ticket and send me a confirmation.
He did cancel and send the confirmation assuring me the ticket price and the travel insurance would be refunded. I have received the ticket refund, but not the travel insurance fee. I had previously sent an email to Travelocity stating the situation regarding the experience and they apologized for any inconvenience and offered a $25 discount on a future flight or purchase. If this is the best Travelocity can do for the a repeat customer, they will not have to worry about me using the discount. I will be sure to let everyone I know about how I was treated and advise them to use a different booking service.
I might add that I am pretty sure due the to the accent that the first agent was not located in the US, probably India. Maybe Travelocity ought to bring their customer service back to the US. At this point it doesn't matter as I will be utilizing another booking service, but I thought I would let others know to beware.
In May I booked a flight and from May to August my flight changed 5 times. Since it was with Midwest/Frontier, I can expect some changes such as a flight number during their merge. One night I receive an email saying my flight changed AGAIN. And instead of leaving for home at night, it was now at 11 in the morning. Over a 6 hour difference in a flight change is insane so I called Travelocity to see if they could get me on a later flight. After being "disconnected" and being on hold for over 2 hours, I was told that there was only 1 flight leaving out for the entire day and I was already on it. Nothing they could do.
I asked if I could cancel and was put on hold yet again. I was told I had a week to decide if I wanted to cancel or to see if the airline had a later flight out in a week. I called back the next day and told them I wanted to cancel. I was then told I can't cancel. I have to take the first leg of my flight first and then cancel it to get my money refunded. I thought that sounded a little weird so I asked for documentation in their notes. The man assured me it was in there and there was nothing to worry about. A week later I got a call from Travelocity that my flight changed yet again.
When I called back I told him I already knew it changed and I was going to cancel it and I asked for an email so I could have it in writing from them saying I had to cancel after I took the first leg of my flight and could cancel with no fees. The representative flat out refused to send me an email saying he can't do that. I got to a supervisor who also said they can't send a email like that and then informed me if I take the first leg of my flight, I can't cancel because I already took half the flight I booked. At that point I was P.O.ed. I told him it was in the notes and he agreed it was.
I asked again for an email confirmation and his response was he can't. So send a letter. Can't do that either. The reason? "They don't have any stationary or letterheads so they can't mail me anything". After all the hassle and changing stories, I cancelled my entire flight with them. Supposedly I'm getting a refund in "6-8 weeks". I was also told that I wasn't "abiding by their policies" when I asked for a email and asked why they couldn't do that for me. I was also charged for flight insurance that I never wanted and called immediately to get that portion cancelled.
I never saw the refund so when I called about it, they said I can't get my money back for that because you have to do it in 24 hours. If they would communicate there, they would've seen I called back minutes after booking. They just never ran the refund. They did refund that portion of what I paid after first saying it was my fault. I would never recommend Travelocity to anyone, ever.