I recently changed a leg of my first class flight I bought via Travelocity. I was told everything was confirmed & received an email with confirmed flights. I went on to American Airlines & selected my seats. 5 days later my flight was gone! I was told by Travelocity that they have no record of it & that my email means nothing. How can an email with documented confirmed flights not be enough? They are refusing to resolve it. Not only is this horrific customer service, it amounts to theft promising service/flight in writing for legal tender & not providing the actual flight. I will post on every possible review site to help others avoid being swindled by 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.
LAS VEGAS, NEVADA -- I researched flights from Las Vegas to Boston and decided that a red eye flight would work best. I entered the previous day I wanted to arrive and a time of 10pm departure. What do you get on the result list? Flights that are for 12:40 am flights. These are over 20 hours from the imputed time. By the time I realize my mistake, I couldn't cancel the flight without penalties. What website asks you what time you want and then disregards it? Travelocity, that's who.
Any other website would give you a reasonable window that covers the timeframe and then asks if you want to expand your search. Travelocity couldn't figure out why I was heated. Their website is useless. I called their customer service. Explained to them what happened, they put me on hold to see if they got the same results which they did, but then did not apologize and kept giving me their standard line. They didn't even acknowledge that they need to address this issue. Now I've been put on hold for a manager. Yeah right. Never use their untrustworthy, crappy website ever again.
My wife had our baby early requiring me to change my flight. I called on a Saturday from the hospital to change a flight for Monday. After about 45 minutes the customer service representative informed me that it would be $275 dollars to change my flight to Wed. I asked him to please make the changes.
Monday I received a cancellation notice via email for my original flight (but nothing else). I called back to the service center where I left my phone number, 3 hours later I received a call. The representative informed me that she could not find any record of the change even though when I call the automated system asks if I am calling about the flight for Mon the 17 or Wed the 19. Customer service is horrible. After exactly 1 hour and 3 minutes I was disconnected. No closer to confirming my change.
I will NEVER NEVER book through Travelocity again nor will anyone I can convince not to. No one plans on changes but if you ever have to make one through this company you will need a drink and a quiet place to be able to understand the representative working in a loud call center who has a hard time understanding/speaking English.
Travelocity was more than happy to take our money to book flights, now I realize they are thieves and they were actually stealing our money. We needed to change our flights and so we called Travelocity and they claimed it was not a problem and we could re-book within the year as long as it was with the same carrier and for a small re-booking fee. They said we could put the flights into credit with the carrier. Simple, right?
Then the problem started when we tried to re-book our flight. At least 10 phone calls later and we still cannot re-book flights. They make promises to call you back. They make promises to email you back. They DO NOT ever call you back. I think this is a scam and they are trying to take our money and not have to book flights so 100% profit for them. I STRONGLY urge anyone to never use Travelocity. We still have no resolution and cannot speak to a manager. What a brilliant 'Business strategy' Travelocity - just keep ignoring the customer until the tickets have expired. THIEVES!!!
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 cancelations, unless of course, they are not accustomed to providing refunds for canceled reservations.
TEXAS -- We had a very bad experience with Travelocity.com site. My boyfriend booked a trip to Punta Cana in October 2013. He paid 2,700 dollars for hotel+flight vacation package... In two weeks later he had a credit for 1,300 dollars in his bank account. We call Travelocity and they said that the trip was canceled but after several phone calls we understood that not all trip, only the hotel reservation was canceled. On my question why the Travelocity did not e-mail or call us, the customer service had no answer. The supervisor offer us the second time to book the same hotel but for 300 dollars more. I think that the Travelocity.com are scam artists.
SAN ANTONIO, TEXAS -- As I was booking my 4th trip to Las Vegas, Travelocity changed the price in the middle of my booking. A red box popped up above my price stating, "The Price of this Package has Increased. Due to availability changes, the price of this package has increased by $115.71 from $771.80 to $887.51. All totals have been updated below." I have used several other website that offer vacation packages, but have NEVER had that happen to me. That is no way to do business when in a competitive field of service. Ended up finding a better deal for the same days, same hotel room and same flight times. DON'T USE TRAVELOCITY!!!
I booked a trip to Huntsville, Alabama a few months ago. I entered a promotion for a rental car for one free weekend day. It was honored when I checked out but not when I paid. I emailed Travelocity regarding this issue and they took over a month to get back and all they said was they could not find a promotion.
I went the extra mile to attach all documentation I had for this purchase and promotion and it still was not honored. I also booked a flight through Travelocity which charged me X amount of dollars. My credit card statement said $15 Travelocity charge. On review of my purchase there was nothing saying "Travelocity fee" and when I looked on the airline's website the price of the flight was cheaper!!! Very sneaky!
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!!!