Travelocity Complaint - Travelocity Incentives pulls Bait and Switch; Beware the Price Match Guarantee!
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 up 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. No where 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!