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!
SAINT LOUIS, MISSOURI -- 2 Major things have happened. 1st: I tried to purchase a lap infant flight online to Travelocity, and it would not allow me to do that. It kept charging me a full priced ticket. So, I went ahead and purchased 2 international tickets for my husband and I. It took 3 one-hour phone calls, 3 customer service reps and 2 managers to finally, yes finally added a lap infant ticket for my daughter. Apparently, when making any changes... Travelocity has to call the airline directly.
2nd: Since we are flying internationally, we have multiple planes and changing carriers. Well, I received an email regarding one flight was changed and conflicted with a connecting flight. I needed to make arrangements to change the flight. That was when the nightmare continued! You would think it would be easy to change the flight. Every time I called, there was an extremely long hold time for the airline, so each time the agent said they'd call me back once they got in touch and made the appropriate change. Of course they did not. Travelocity employees lie!
I am still currently working out the issues. This is my 6th one-hour-plus phone call dealing with thus far 6 customer service agents, and 5 managers to get this resolved. 3 calls and 3 representative over a month time frame kept telling me "they are still in the process of reaching the air line to fix the flight change!" 3 agents and 2 managers said they would call me back within 72 hours, which they did not. 1 agent said they booked the flight change and would receive and email within 72 hours. Did not receive any email, and when I called back...the flight had not been changed.
Once I threw a fit and asked for a manager's manager, the lady finally made the flight change. But...when I received the emails, they made a mistake and the tickets now don't match my passport, and did not show my daughter having a ticket. So...I yet again have to call to change the ticket information and make sure my daughter has a ticket! Each time I called, I said to give me the information needed and that I would contact the airline myself. They would not do that, and said they would "correct" the problem. Never never never again will I use Travelocity.
INDIA, TEXAS -- I booked my flight (Toronto to Hong Kong) 2 days ago through Yahoo travel and paid $1,606.99 with my credit card. The payment already went through (I've checked with TD) and this morning I received an email from Yahoo travel saying that my reservation has been cancelled! I was shocked so I called them to find out what's going on. The call got transferred to one of Travelocity's call centers in India.
I managed to get the reason for the cancellation after speaking to 4 highly incompetent reps in India. They failed to reach a representative (he said nobody picks up the phone, I think he doesn't know how to dial international #) at TD Canada to verify the cardholder info. Apparently speaking to the cardholder is not enough and they insist that it is their responsibility to prevent potential misuse of credit card!! HELLOOO, you are speaking to the cardholder now and she is authorizing the payment. So I asked when would I get my money back. And he said it will take 15-30 days!!
That is not acceptable. So I called again and guess what? They told me that the reservation is not cancelled. I said "I got an email telling me that it's cancelled and 4 of your colleagues checked and told me that it has been cancelled." He said "OK, it's cancelled but I cannot confirm that." Me: "Is it cancelled or is it not? Yes or no?" Him: "Well it's cancelled but not fully cancelled." Me: "When will I get my money back?" He said he would process the refund and if I do not get it within 48 hours, I should contact him.
This is my worst experience ever with a flight agent. Not to mention the whole time he was yelling at me really rudely in a patronizing tone (I'm a female but I don't live in India so take your sexist attitude somewhere else)! NEVER BOOK ANYTHING WITH TRAVELOCITY unless you enjoy being screwed by them.
SAN ANTONIO, TEXAS -- I spoke with a CSR and booked a family trip to Atlantis Resort in the Bahamas in Feb 2013. Our travel dates were May 25th - June 1st. The package was priced to include - airfare, transfers, trip insurance, hotel and a meal plan. I spent over 40 minutes on the phone with the booking agent detailing my stated specifications for travel arrangements and went to great lengths to detail our request for the superior meal plan option - not just buffets - I requested and stated that I am willing to pay extra for the fine dinning option. The trip price was quoted and paid for by CC, and confirmation was sent via email.
I reviewed the confirmation and it had what I thought to be all items included - airplane info to and from, transfer vouchers, trip insurance information, hotel address and conf #, Taste of Atlantis Meal Pass for 2 adults, and kids eat free special noted. I thought I was all set for this family trip. When we got to the hotel, we were informed that Travelocity did not pay for a meal plan. That the Taste of Atlantis Pass is actually a discount coupon to eat at a couple of the fine dining establishments.
When we contacted Travelocity's Cust Service # while on vacation, they confirmed that our travel arrangements did not include a meal plan for 2 adults. I re-stated my conv from booking the trip and my request for the fine dining plan and guarantee it was included. The CSR rep forwarded me to a CS Dept Mgr. He again stated my reservations did not provide for a meal plan. I told him I would like to hear a copy of the conversation that was recorded when I booked the trip. He stated that unfortunately my conversation was not recorded.
I thought that was very convenient considering every time you call Travelocity before reaching a live representative, a message is stated "All calls will be recorded." Ultimately, we paid for all of our meals during our trip and upon arriving at home filed a written claim with our hotel receipt for all of our meals with Travelocity's Customer Relations Dept.
Basically, this dept. has repeatedly told me that there is no proof we requested a meal plan and our attempts for reimbursement have been denied. My experience with Travelocity as you can see is very unfavorable and the level of customer service they provide is poor. Additionally, I feel that I was scammed! I would say the company has no integrity and I would not recommend their services for travel.
NEW YORK, NEW YORK -- Booked a 9-night stay for 2 adults and 2 children with Travelocity in New York city for the fourth of July at The Benjamine on 50th and Lexington Avenue. We arrived at 1 pm, checked in just to let the front desk know we arrived and to hold our luggage. We left to grab a bite to eat and returned at 3. Our room again wasn't ready, started to get suspicious. About 4:30 we were summoned from the bar and taken to a suite with a full size bed and no roll-away, no linens, enough towels and pillows for only two people. We had tickets to the Yankees Game and needed to get to the game.
We turned to the front desk and were told and saw the reservation confirmation from Travelocity that showed that room. The manager of the hotel really went out of his way to accommodate us and said all would be taken care of by the time we returned. Well by the 7 inning stretch I was really nervous so we left. It was 10:00 pm when returned to the hotel we found absolutely no change in our situation. The night manager made it clear that he could do no better for our situation.
I called Travelocity for help but I was hung up on twice. By then, I just called American Express who in 30 minutes put a hold on my Travelocity charges, moved us to the Marriott, right across the street, and made sure we got the accommodations we agreed to. American Express even called the front desk as we walked in to make sure we got there OK. As of 07/04/2012 I've spoken to Travelocity 4 times, each time they agree to refund my hotel stay within 7 to 10 days and put me on hold to call the hotel to confirm. Travelocity hasn't paid them then hold again to confirm with a manager from Travelocity going through the same dialogue.
I begged my husband to not book with them because of what I'd heard, so heed your wife's requests. It cost mine a new Louis Vuitton purse and he still hasn't gotten a full refund. FYI the hotel did send us a free 2-night stay certificate for all our trouble.
I helped my daughter with a trip to Chicago and we booked the hotel through Travelocity. I will NEVER USE them again nor will anybody I know or that they know. My 18 year old daughter got to the hotel in Chicago with her friend that was traveling with her, also 18, only to be told that they couldn't check into that hotel if they were under 21. Nowhere on any of the information that we had gotten from Travelocity did it say that they would have to be 21...
The people at the hotel were nice, but firm. They helped them find a close by hotel that they would be able to go to and contacted Travelocity, who just "refunded" my card for the payment they had collected from me. Great, except we needed them in a hotel right then not in the 7 to 10 business days they stated it would take for the refund to go through.
So then I called Travelocity myself. THE WORST CUSTOMER SERVICE I HAVE EVER ENCOUNTERED BY FAR! I cannot believe that they are even in business with the way they treat their customers. After being put on hold for over 20 minutes, I hit a brick wall with the "customer service" representative I was talking to... So I asked for a supervisor... Put on hold for at least another 20 minutes. Came back on the line to tell me that all of the supervisors were busy (I bet they were) and put me on hold again for at least another 20 minutes.
I was on hold with them for at least an hour and a half total. Never got to talk to a supervisor or get any help or any acknowledgement at all. Not only was the person that I was talking to obviously in another country, I could barely understand her English. If I'm calling from the United States I want to talk to someone that I can understand, and they should be in the same country that I am in. If you booked something and you were in Spain you should be able to talk to someone in Spain.
The person I did talk to tried to blame in on the hotel. My response is now and will always be, if I give YOU my money to do something I hold YOU responsible for making it right!!!
A friend and I wanted to book a room for Vegas and went looking for good deals online. I found much better deals through MLife, BookIt, and Hotels.com, but my friend had a certificate through Travelocity Incentives, so we investigated that option further in order to use the certificate. She spoke to someone at Travelocity, who said that even though we found a better price somewhere else, they have the price matching, so she sent us a form to fill out to get the match. All over their website, and in fare rules, it states that we can get the price match until the day before check-in, so I took my time to fill out the form.
After I submitted it (weeks before the trip, I might add) we got a reply stating that our request was invalid. The reason they gave was that the reservation was actually purchased through their affiliate travel company, World Choice Travel. Nowhere in the whole process of investigating fares nor purchasing the reservation did they ever make it clear that we were purchasing through another company! Everything said Travelocity on it, but now that we bought the reservation, they are telling us their price matching doesn't apply. They told me I had to call World Choice Travel to find out what their matching policy is.
I called three times before I could actually talk to someone, as they have outsourced to India and the connection was bad. When I finally did talk to someone, they weren't helpful at all, so I asked for a manager. Once the guy agreed to let me talk to a supervisor, he put me on hold and then told me they were not available so he would have one call me back. Four days passed and they never did. I called again and this time the agent let me talk to a "supervisor". The supervisor "Justin" just kept repeating their policy of only allowing a 24-hour window for price matching and refused to work through the problem with me.
I demanded his manager, so after some argument about letting me speak to his manager, he put me on hold and left me on hold until I hung up 10 minutes later. In my opinion Travelocity pulled a Bait-and-Switch and will NEVER be trusted to provide what they promised. I am very upset, as we could have saved an additional $40 had they been upfront and honest with us!
This morning I opened up my email inbox to find an email from Travelocity that read: "As one of our valued customers, we'd like to extend you an exclusive offer so that you can save even more on your next trip: GET AN ADDITIONAL 10% OFF our already discounted rates on your next hotel or vacation package booking. Simply use the exclusive promo code on the right at check-out to receive your instant savings."
I was excited to get this, as I was already thinking about using Travelocity to book a vacation package. I went through the entire process of choosing my flights, picking the seats, choosing the hotel, upgrading the room at an additional cost, and adding the discount code provided in the email. It showed me the discounted price, with the 10% off applied.
I then went through and added my payment information. I hit the submit button and received an error message that read, "The promo code you entered is valid for use by Travelocity VIPs only. If you have not been designated a Travelocity VIP, you will not be eligible to receive the discount."
I contacted Travelocity about this and received a response a couple of hours via email later from a Max ** in Customer Service that read, "We would like to inform you that the promo code is valid for all Travelocity VIP customers. Per our record we see that your profile is not listed below VIP list."
Why did they thank me for being a special customer and then renege on their offer? How elitist and ridiculous is that? I've always used and preferred Travelocity over other travel sites, and this is how I'm treated as a result? Like a third-class customer because I was sent an email that they won't now honor? That's called Bait and Switch and it's illegal.