Travelocity loses customer
flight - Complaint
ROGERS, ARKANSAS -- I would like to recount a recent experience I had using Travelocity's site and the follow up conversations and email exchanges. I want to point out that I have used Travelocity's site before and it worked without any issues. This time though, after entering the search criteria, it returned dates that were not as I had entered (I know I should have verified and I do admit this, but when you have a site, you should ensure it is working properly). Like said, I should have caught this, but I was focused on the flights available and presumed the info was as I had entered. I proceeded with the purchase and afterwards realized the error. I decided to send an email to Travelocity to change the flight and since it was a time sensitive issue, I phoned them. I spoke with an agent. She explained Travelocity charges $180 to cancel. I explained I had just purchased the ticket and then she stated she was trying to explain that she was not going to charge for canceling the ticket because I was cancelling within 24 hours. I said ok, so you are going to cancel this flight, right? She stated yes. I inquired if she would assist me in getting another flight. Her response, you will need to do that yourself. I replied ok, just cancel the flight. She replied it's cancelled. I confirmed this with her, and went online and rebooked the flight. Then I receive an email replying to my earlier email stating I could in fact cancel without charge and I could have applied my first ticket toward the second ticket without waiting for a refund. I checked the next morning, and I still have two tickets. I called Travelocity and spoke with another agent. He stated that according to the first agent's records I had hung up before she could complete the cancellation. I informed him this was not the case and felt like I was being called a liar. He stated he would cancel the ticket and send me a confirmation. He did cancel and send the confirmation assuring me the ticket price and the travel insurance would be refunded. I have received the ticket refund, but not the travel insurance fee. I had previously sent an email to Travelocity stating the situation regarding the experience and they apologized for any inconvenience and offered a $25 discount on a future flight or purchase. If this is the best Travelocity can do for the a repeat customer, they will not have to worry about me using the discount. I will be sure to let everyone I know about how I was treated and advise them to use a different booking service. I might add that I am pretty sure due the to the accent that the first agent was not located in the U. S., probably India. Maybe Travelocity ought to bring their customer service back to the U.S. At this point it doesn't matter as I will be utilizing another booking service, but I thought I would let others know to beware.