Travelocity Consumer Reviews - Page 8

I recently booked a trip to Vegas and before the trip I called to ensure everything was in order. I had vouchers in hand with confirmation numbers and trip numbers at the ready. So I called the #800 and spoke to some guy named "JAMES" in INDIA!! They had the flight and hotel info but had no idea of the itinerary and tours etc that I had paid for on their site while booking.

I also received all of my vouchers from Travelocity yet not even the manager I spoke with could help me. He asked me to fax the e-mail that had my vouchers printed on it and gave me 1 number that I faxed with no answer 5 times. I asked if he had another number on the 3rd fax he said no, after 5 times a second number was given and no answer there either!! This was about the first hour in to speaking with the manager there. I finally hung up and called a Las Vegas number I was given on the e-mail and spoke to a guy actually in Las Vegas and he had everything completed and registered for me in 5 min!!!

On the last day I called to change my flight because I purchased the travel "INSURANCE" and we could not make the flight due to some medical issues but they could not help me and then transferred me to another operator 3 times that had no information on what I was requesting of them. As though they did not know what to do to change my flight so they would "pass me on" to someone else. This also took over an hour. Once I was told it would cost me $150.00 for each ticket (2) but did nothing as far as helping me out.

After all of this I called the airline I flew direct and within 15 min. they charged me $100.00 total and I was done to continue my day and fly back to meet our needs for the time. Continental Airlines is a very good airline in my book. Travelocity is another example of the downward spiral of blue collar America getting outsourced to idiots that do not know what Smith and Wesson makes and what these items are for. :)

I will never book through your company again. You made a mistake and the ordeal to have it fixed is ridiculous. We requested a change to the reservation, which we received, but a change was also made that we did not request. We needed the June 11 (Seattle to Tampa) portion changed to a later flight. We agreed to pay the fees for this. We did not want the return flight for June 12 changed (from Tampa to Seattle). A change was made anyway to JULY 12--a month late!!

Trying to get this fixed was truly frustrating and infuriating. I was on the phone for an hour on 6/11 only to be told it could not be fixed until the following day. I was assured that the process on the following day would be painless (I was concerned I would have to go through the excruciating process again). Well, turns out my concern was warranted as here I am again waiting after already being on the phone for over half an hour. PLUS, your people want to charge us a service fee for YOUR mistake!!! Never, ever, again.

I was on the phone with them for two hours and 15 minutes today. They are saying that we agreed to the change and therefore we must pay the 180 to change it back. I call bull and want them to prove it. Supposedly they were trying to get the recording for me (nope, didn't happen, some excuse, they have notes). They all ask the same questions over and over. I have repeatedly been told that I will be put on hold for 2-4 minutes and each time it is waaay longer than that. And, they come back saying thanks for your patience (no, I am not being patient)!

They say they want to call me back in a half hour. It was 1:18 p.m. and the flight we needed was at 6:00 p.m.! I said "I need the flight booked now, could we do that and then you can call me back about the fee dispute?" He put me on hold for "one minute"--it was 10 minutes and he came back saying the same tired thing the other reps had said (he is supposed to be the supervisor and the previous guy said he knew the whole story and I would not have to repeat myself).

I lost the phone battle. They charged $180 plus the extra price of the ticket for a total of $298.20. I'm told I will have to contest it in writing through customer service (???) and they will "research" it to determine if a refund is possible or warranted. I am contacting the Better Business Bureau instead. Will not deal with their so called customer service again.

I had purchased tickets to go to Brazil for two weeks at the end of February. At the beginning of February I had a change of plans and called Travelocity to see if I could change the dates for my flight. They said it was no problem, that being I was not sure what dates I would be traveling, that all I had to do was sent my paper tickets back to them 14 days prior to the new dates I selected. Within five days after sending the tickets back to give them a call and rearrange the new dates.

When I called them a few days before sending the tickets back I confirmed that this was all that needed to be done, even if it was a month prior to dates I now wanted to fly. They said, "Yes, just to be sure to send it FedEx with a tracking number." I received an email stating that they received my tickets. So I called them two days later and they asked who did I cancel my flight with? I told them all I did was call Travelocity and that they told me that all I needed to do was sent my tickets back. They never informed me that I needed to call the airlines and cancel my flight with them. Therefore, I assumed they would take care of everything.

Well, the first man I spoke to put me on hold for over half an hour, then disconnected me. The second man I spoke to said that I was a "no show". That they would send my tickets back to me and that I would need to take my tickets to the airlines and they would work it out with me.

And the fact that it is not an American on the other line communicating with another American pisses me off. I would ask questions and they would seem not to understand or just ignore me completely. I will definitely never make reservations with Travelocity ever again... and being in the military, I will be sure to tell everyone who plans to schedule a trip home, not to make reservations with them either. Currently I am waiting for my tickets to return. Hopefully, the airport will be able to help me out.

First, I did not appreciate the hour and fifteen minutes being put on hold to begin with. Second, your site already charged our credit card before telling me that we had to pay an additional $29 for the delivery of paper tickets. Third your customer service people are most unhelpful. No one was at all willing to help and your supervisor questioned my intelligence and otherwise insulted me in front of my wife as a means of explaining how this charge could have been avoided.

I initially that I would demand a refund from you on this particular charge or I would never do business with you again. However, after being so mistreated by your customer service staff, I will never do business with you under any circumstances for any reason ever again. I think the least that you SHOULD do is to pay for my airline tickets. However, since your customer service was so intent on losing me as a customer, I know this will not happen.

So, I am planning on the following actions. I will email everyone I come in contact with and give them a copy of this incident and a warning about your company. I will log onto every consumer complaint site that I can find and report this incident. I will also send you a bill for wasting an hour of my time (at $75 per hour) and then send it into a collection agency when you don't pay it.

Apparently, despite a weakening of the American economy and a general downturn in vacation business, your company must be doing so well that you have no concerns for the future. This is certainly the impression you have left with me. As far as I am concerned, you stole $29 dollars for me and purposefully left me on hold as some kind of a demented punishment.

WEXFORD, PENNSYLVANIA -- Never book with Travelocity. They will mess up one trip time and time again, by never issuing you with a ticket, that you are apparently confirmed on. The Airlines will not help in this case and say you have to get the "agent" - Travelocity to ISSUE the ticket, even though it is confirmed. This happened to me on a flight to visit my husband in Pittsburgh, from the UK. I had confirmed tickets with BA, but when I turned up at the airport, they told me my ticket had not been issued by the agent and therefore the airline could not check me in onto the flight. It took my husband 6 hours on a call to Travelocity to get my ticket issued while I waited at the airport to get onto a flight.

In fact I ended up on my original booked flight and eventually checked-in onto that flight with 35 minutes to go before the gate closed. In that time, Travelocity had me confirmed and issued the ticket. Once I got the boarding pass, Travelocity then preceded to cancel the whole trip and book me onto a flight to Boston. Somehow I made it onto my original flight and was mid-air, whilst my husband was still trying to work out what the hell they had done to the booking. The Travelocity call center is based in India, and the call between my husband and them, went between various agents, supervisors and morons without ever resolving the issue.

My connecting flight had been cancelled by them whilst I was mid-air. Therefore my husband had to collect me from Washington D. C. and drive us both back to Pittsburgh at 11 pm at night! The whole of the Christmas holidays was spent on the phone to Travelocity, making sure I had a flight confirmed to go back to the UK. Eventually, they offered by a suitable flight back, out of 5 possible flight, none of which my original flight.

Right now, I'm on hold with Travelocity getting what I thought was a confirmed flight back to the UK... re-confirmed and re-issued... I am still waiting, and frankly think I'll be hold until tomorrow when my supposed flight is meant to leave at 6.45 pm. Word of caution, if you ever book with them, get your flight issued! Not just confirmed! Otherwise avoid them at all costs. Update: I've now been on the phone to them in excess of 10 hours and I'm still waiting for my issue to be resolved.

HUNTINGTON BEACH, CALIFORNIA -- On 11/24/08 we called to change our departure flight date. Trip ID# **. We change the date from 12/12 to 12/14. A few minutes later we received a confirmation e-mail with the wrong date 12/13. I sent a response to e-mail address on our confirmation, **, and called but after over an hour we got the runaround. We even sent a response in via the website "e-mail us". No response. During the phone call a manager was supposed to call me back. No call. A week later I sent in another e-mail to **, with no response. Today I called back and have been on the phone for 2 hours and counting. I've been dealing with Peter, a supervisor.

He informed me that none of the e-mails contained any information. How convenient! He informed me that a manager had documented a return call and left a voicemail on 11/24 at 2348. This would be to my cell phone and there was no voice mail or call logged on the electronic database through the phone company. I last spoke with Jenny. No help. Left message for Manager to call me.

I'm unable to bring this correction and will have to cancel my trip by 12/11/08 if this can't be corrected. I have done everything within reason to correct this problem. Either I should receive a full refund or corrected air flight dates. I don't mind paying for the changed reservations, but I want to pay for the correct reservations. I'm not trying to find fault, just to correct the problem.

To recap: 2 e-mails via the website, 3 e-mails in response to confirmation e-mail and 2 phone call for over 3.5 hours total. No response from any e-mail contacts. A quote from your own guarantee- "After You Book: If you purchase an electronic airline ticket and notify us of a change to the dates, names, or flight times within 24 hours of your purchase, we'll cancel your airline ticket without charging you a fee (This policy does not apply to a short list of airlines.)."

SAN ANTONIO, TEXAS -- On 5/24/2008 I booked a reservation on Travelocity, Trip ID # **, and was billed 449.00 for each ticket for myself and my Grandson to fly from Boston to Denver returning on July 30, 2008. Upon arrival at the airport on July 30, the flight on United was delayed and then suddenly canceled with no explanation. I contacted Travelocity and was told to go to the United Counter and rebook. This was the last flight from Denver to Boston on United. I checked with United and they could not rebook till the following day. I asked if they could book me on the Jet Blue Flight that night and was told to call them to see if there were available seats.

As a result, I booked on Jet Blue but had to pay for the tickets on my credit card an additional $909.00. This experience was extremely difficult and frustrating, and expensive. Upon my return I contacted Travelocity via e-mail, and received the standard reply we will look into it. I faxed, FedEx copies of the documentation to their office in Texas. It took hours on the phone with the worst customer service group I have ever dealt with, and extremely difficult to understand and rude. But for anyone else who has encountered these difficulties with Travelocity try these short cuts. It took me almost 3 months to get half of my money back.

1 - Send a complaint to the Better Business Bureau in Fort Worth. 2 - Fax or FedEx your documentation to Texas. 3 - Forget calling the 800 numbers they all go through India. To get to the call center in the US call the number that is listed for Callers outside the "US". Call 210-477-1089. This number routes through India, but simply ask to be transferred to the US. They will have to get a supervisor on the line to do this. This will get you to a Texas or the Pennsylvania Call center. 4 - Start here, they are much more helpful and speak English.

Because I had a complaint with BBB, I was transferred to another call center. The Executive Department for Customer relations, replies to better business complaints for Travelocity. Now, I had a contact name, and left numerous VM to this person, but I just kept calling and finally got this individual on the line. I was able to recover half of the ticket for myself and my grandson. They just flat out refused to refund the extra money, I spent for the return ticket on Jet Blue. Upcoming holidays, forget it. Deal with the airlines direct, it is far easier. I could complain forever, regarding the bad service, the delay tactics and ridiculous e-mails replies.

This is why Outsourcing does not work. Oh, yes I also FedEx my complaint to the CEO of Travelocity, no reply..... so it goes. Travelocity is owned by Sabre and based in Texas with call centers in Pennsylvania and Texas and of course India.

I have just spent over 3 hours on the phone with this company. What a joke - or maybe it was me for actually spending this amount of time with them. I have been trying to re-book a flight to change the return flight to later in the day. How is it that the new flight is available for the same price on the airline website, the Travelocity website itself, and the agents can't book it at that price? I guess they are not very useful? If they had been competent enough to book the flight when I first called in 3 hours ago, then perhaps they could have booked the flight at the price they promised me.

Oh, and did I mention that one of the reps, processed a flight change which doubled the price of the flight without any authorization from me? And ended up charging my credit card $1600 in addition? Thankfully, I got them to reverse that, and here they tried to make up for it by offering to cover the change fee of the flight? But that is where the niceness ended. This is where they are actually unable to book the flight, even though I can see it online. I can still see it online.

I will NEVER ever use Travelocity again. The customer service representatives cannot process anything in a timely manner. They put you on hold for a long time, so you think that they have forgotten about you, and then process ticket changes of over 1000 without authorization.

And then because of their slowness to actually process the change once you have agreed on one, they take way to long and the price of the ticket changes. And I'm not talking about the occasional times that this really happens - of course if you take hours to process a change there is a chance that the fare will change!! DO NOT USE THEM. I would pay the additional 10 dollars on a site like Expedia or even the direct airline website, for ease of future interactions with the company.

Hidden Charge. I booked 11 flights and hotel stays through Travelocity. Since you can only book 6 flights at once on the site, I had to call to book the remaining 5 flights in order to keep them together. After booking the flight online, I later found an additional $250 added to the bill for "flight insurance." When I called about the charge and asked them to remove it, they refused stating that we were supposed to have notified them within 24 hours. We missed the deadline by 6 hours. When I first booked the flight, I continuously asked for an e-mail confirmation.

They said they had sent it twice but I did not receive it. I then gave them another address to send it to but did not receive that either. It was when I finally went online to dig up the itinerary that I discovered the charge. Mind you, when we disputed the charge with the credit card company, we immediately received an e-mail from Travelocity (they were suddenly able to get the e-mail to us).

To top it off, the insurance they forced us to take would not be honored. We were told this insurance covers someone not being able to travel at the last moment, to give a refund of the fare. One of the passengers was actually called to Iraq. Travelocity said that was not covered under this insurance.

When I called to book the 5 reservations, they did ask if I wanted the insurance (for those five) and I declined. When discussing this with them on the phone, I mentioned that and asked why I would decline for half of the group but accept it for the other half. They still would not remove the charge. I was informed that if I did not want the insurance, I was supposed to have unchecked a box somewhere.

When I went back to the site to look for this box, I could not find it. I am not saying that it is not there, but if it is, it is impossible to find. I would like for the public to be informed that this is a very sneaky travel agency and they should use caution if using these people. By the way, I have booked future flights through Expedia and have not had one problem at all.

Unfortunately we booked our vacation through Travelocity, which due to stress and worry about how and when we would get home, where we would stay and hundreds of dollars in international phone calls in which nothing was ever resolved, in fact we would tell our story again and again before being transferred and disconnected. We were stuck with no transportation when paid for in advance, we had nowhere to stay our last night, we had no luggage our first day, and worst of all we spent our entire vacation calling Travelocity, and received no help again and again!

Our trip was not a vacation whatsoever. Since they were unable to help us while we were in Mexico (We tried for 4 days via phone and internet), we are trying to get help now that we are home. We need reimbursed for the money we paid to them for transportation from the airport to the Riu Yucatan in Playa Del Carmen.

There was no one there to pick us up at the airport. We waited for over an hour looking for Olympus Tours Cancun-Riviera Maya Transfers that we paid $285.00 for (both ways) but no one ever showed up. Travelocity was notified that our flight was delayed 24 hours when we called them on Feb. 16th and confirmed that someone would be there. Not only did they tell us that there would be transportation waiting for us but they changed our flight coming back a day later which is what we requested. However, they did not extend our stay at our hotel. We were kicked out 24 hours before our flight left Cancun.

We were on hold most of the week trying to get this straightened out with them until my phone went dead, and then resorted to the hotel phone and email. There will be phone expenses that will need to be covered. We called every number they provided (210-521-5871 & 888-872-8356). They would answer but then I would be put on hold. Then someone would come back and I'd be put on hold again, and then the phone would be disconnected. We are talking International phone charges here. I then went to the internet. And it started all over again.

We have copies of every conversation that took place over several days to no avail. Also our trip was cut short by one night and day, so they need to reimbursed us for this also. We had to pay for our last night out of pocket. And last but not least our luggage was lost and we had to go out and buy clothing. The luggage showed up at 9:00 p.m. the following night of our arrival. We have tried calling and emailing them for the last four days now that we are back home, and nothing has been resolved. The people we speak with always say they will transfer our call and forward our email.