Travelocity Complaint - Complaint-Notification Procedures
Here's my statement I wrote to consumer. relations@Travelocity.com
In September, 2011 I booked a round trip to Las Vegas for myself and C******* through you (travelocity), the trip included 2 round trips on American Airlines (AA), and 3 nights hotel at the Cosmopolitan. The outbound leg and the hotel stay were both fine and I have no complaints, it's the return flight that is the issue here.
On December 3rd I looked on AA's website just to make sure everything was good for our travel on the 12th, and I found a significant problem. It showed our return flight was on the same day as our inbound flight (both Dec 12th). I called AA to fix this and they did, by booking us on an earlier flight (1450, as opposed to 1745), on the original date (12/15) which I knew would be an issue, just wasn't sure how much of an issue. They could not issue seats due to the flight being fully booked and was told by AA to check in 4 hours early to see if any exit row seats were available (they only issue exit row seats at the airport 4 hours before flight time). I now was booked on the return flight, but with no guarantee as to seats being available for us. I asked who re booked us for the same day (Dec 12th) and they told me you (Travelocity) did. In addition to no seats being available for us, we needed more time in Las Vegas, which is why I originally booked the later flight, but AA had no more flights to ORD on 12/15.
I found out yesterday by speaking to AA that it was AA that canceled the original flight, which is why you re booked us. AA also said it's not their responsibility to inform us of a change when the flight was booked through and agent, it's the agent's responsibility, which leads me to my next problem.
I was not informed by anyone (AA or you) about this! That's why the outbound flight was changed to late. It was canceled in early October, and re booked by you at the same time, but nobody informed me. Had someone informed my about all this, other alternatives could have been made, but when we tried to rebook and another airline, yesterday (12/15, at 1400hrs) all were sold out, except on flight on Spirit Airlines flight 356 at 1845hrs. The cost of this re booked flight was $549.38, but was necessary for the 2 reasons I stated above, which was re booked, and paid for by us over the phone with Spirit Airlines, the receipt was faxed to you at 210-764-4772 this morning.
My basic issue with all this is that NOBODY informed my of this at the time the flight was canceled. Had I been informed in early October when it was canceled in sure there would have been many options for re booking, but when you rebook 4 hours prior to your flight time, the options are limited at best.
I called a representative of yours and was told an email was sent to me when the original flight was canceled An email? No phone call? No letter? Just an email? I didn'tt not recvieve your email probably due to it being sent to my junk folder, so your solution was just the email for contacting me? It went until December 3rd when I found out about all this, on my own, with your solution of just re booking our flight for return on the SAME DAY as our arrival, with zero confirmed notification.
I find that thoroughly unacceptable for you to just send an email with no confirmation that I actually received it. What should have happened was I should have been called my phone, or barring that, a letter to my mailing address. You have all my contact information.
I was told yesterday by your representative to write this statement and fax the receipt for the new flight on Spirit in order for you to look at the facts of this case and make a determination as to weather we should be reimbursed for your expense of the new flight. Based on the facts I've laid out for you here, I think this should be a case for reimbursement because you had ample opportunity to rectify this but didn't, other to rebook us for the same day as our arrival and sending an email that I didn't receive. This whole thing caused a ton of problems for us yesterday and none of this was our fault. I fault AA for canceling the original flight, and you for not contacting me properly.