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.
SOUTHLAKE, TEXAS -- Travelocity charged me $39.95 for Travel Protection Plan insurance that I did not need, did not want and did not choose to buy. I did not even realize that they had charged me for it until my credit card statement arrived. When I complained and asked for a refund, they refused to re-pay what they had charged me. They claimed that they were entitled to place the travel insurance product in my online shopping cart and charge me for it simply because I neglected to click on the "I decline" button on their web page. What a scam! What a rip-off!
If you want to receive a refund for unwanted travel insurance, then phone Travelocity's 1-888-872-8356 number (and/or send email to their consumer.relations@Travelocity.com address) to report the problem and ask for reimbursement (but don't expect them to quickly and willingly grant your request). At least, your first step should be to contact Travelocity directly and give them a chance to fix the problem.
If Travelocity refuses to reimburse you, then contact your credit card issuer, explain the problem to them, and ask them to dispute the charge with Traveloity. Your credit card issuer ought to defend you in any situation of a vendor charging you for something that you did not agree to purchase, so they should ask Travelocity to correct the problem.
You should also file a complaint against Travelocity with the Better Business Bureau's Fort Worth office (via their web site), to explain the situation and ask for a refund. This is fairly quick and easy to do. Go to http://tinyurl.com/36tcey5 and http://tinyurl.com/2wkspwr to file your complaint.
You can contact (via web or email) various federal law enforcement agencies and elected officials, to request them to either prosecute Travelocity for violation of existing laws, or to urge them to enact new laws which prohibit such "opt out" deceptive sales tactics: 1. US Federal Trade Commission (FTC): https://www.ftccomplaintassistant.gov/ 2. US Dept of Justice (Criminal Division): http://www.justice.gov/criminal/ Criminal. Division@usdoj.gov 3. US Internet Crime Complaint Center (IC3): http://www.ic3.gov 4. Your Representative in the House: http://tinyurl.com/2r6mvo
This situation would seem to offer some potential for a class-action lawsuit. If there are some opportunistic trial lawyers out there who are eager to file a class-action lawsuit against Travelocity (and any other online vendors who charged unwitting consumers for unwanted travel insurance), then there could be many thousands of ripped-off consumers who are eager to sign on as plaintiffs. With enough grass-roots condemnation of deceptive "opt out" sales tactics by online vendors, our law enforcement agencies and elected officials ought to feel motivated to crack down on such unethical practices, and the online marketplace will be better for all of us.
After booking a family trip of a lifetime to Europe, 10 days before our departure, we realized that our connecting flights that we needed to catch were in fact NOT IN AND OUT OF THE SAME CITY. On an unfortunate oversight on our part, we had booked 4 tickets to Germany with connecting flights that were in fact in different cities. They had us flying into Newark, New Jersey... but expected us to find out own transportation, somehow make our way through New York traffic during rush hour, go through customs yet again, and make a connecting flight out of JFK. ARE YOU KIDDING ME?
I had no idea this was even allowed to be offered as a connecting flight as I have never seen anyone asked to travel to a different city to make a connection there. After realizing this situation in which we had mistakenly got ourselves into, I immediately called Travelocity to see what they could do to help accommodate us with a direct fly into JFK (instead of Newark, New Jersey). Much to my surprise, their only response was for us to pay $100 fee per person to change the entire reservation, as well as pay the difference in the cost of the new tickets we would be purchasing... which would only result in an additional cost of $2000!!
Supervisor, after supervisor could only read me their script of what their company policies were and offered no compensation for these ridiculous connecting flights that they had arranged for this trip. Nobody would have ever KNOWINGLY booked these ridiculous tickets. It's just unfortunate that Travelocity even felt like they were feasible connecting flights to offer. After the frustration and additional costs that we endured, we will no longer be using Travelocity. I don't think I have ever experienced such poor customer service in my life.
I called the customer service on June 04, 2010 to get some information and the possibilities of changing only my return flight to Canada (originally bought in April 2010). I was told that I would have to pay the extra $4000 difference to change only the date of my return flight. On Saturday June 05, after contacting a couple of times to customer service I was told that there would be a fine and a differential fee of $900 for change of date.
The quality of voice was poor and I had to disconnect in order to redial the number. Keep in mind that every time I called the customer service, I was on hold for 10-15 minutes repeating the whole information until I got connected to the reissuing department. After disconnection, I was successful to talk to a person in reissuing department but I was told that there is absolutely no right to change the dates of my ticket. Keep that in mind that 2 people suggested that I could change the date of my return flight before.
At this point, I asked to talk to the manager. After being on hold for almost 1/2 hour and insisting on being on hold instead of disconnecting and being contacted later, I was able to talk to the supervisor of reissuing department and he was trying to explain to me the policy again. He contacted to the airline and again after being on hold for 1/2 hour he mentioned the current price of ticket (approximately 3500) and suggested the payment of fine and the differential fee ( $1500-1700).
As I mentioned, customer service's lack of information, misleading the customer, trying to cover up of employees' misbehavior and misleading by supervisor and keeping the customer online for a long time all bothered me and made me frustrated and disappointed with Travelocity online service. I strongly believe that customers don't deserve such a long waiting time and misleading information provided by customer service.
Today is my birthday and I booked my BD ski trip to Utah a while ago via Travelocity. I overslept this morning and arrived at airport for my American flight 40 min. before the departure, but American would not let me check into my flights. They would not let me standby for next available flight because I BOOKED FLIGHT VIA TRAVELOCITY. I was asked to call Travelocity to get help, but when I called them, a customer help agent was not able to help me because American Air would not allow me to standby on any of sold out flights. I was told that either I pay $1500 for a brand new tickets or lose everything.
I could not afford to pay $1500 for new tickets, so my birthday trip and $1600 I paid in advance was gone. I called American Air and hotel directly to see if I can get any credit for future trip, but they told me there is nothing they can do because I MADE A RESERVATION WITH TRAVELOCITY. You can imagine how I feel right now on my birthday sitting in my house not being able to go on my birthday ski trip and lost $1600 just because I missed check-in time by 30 seconds. Absolutely, nobody was willing to help in any way.
I have been using Travelocity for all my vacation booking for many years. I know I don't save much by booking through TRAVELOCITY. I will get similar price by booking hotel and flight directly with airline company and hotels, but I was using Travelocity for a bit of convenience.
Today, I realized what a huge risk I was taking by using Travelocity. I lost everything on my trip because I booked through TRAVELOCITY. I know they warn us in fine print etc. and I am sure they are not liable for any part of my loss today, but this situation does not seem fair. They basically kept $1600 of my money for nothing because I missed my flight by 30 seconds. I just wanted to warn everybody should know what you are risking by using Travelocity.