Travelocity does NOT honor their own cancellation credit rules
Airline Credit - Complaint
CALIFORNIA -- I had to cancel (or rather postpone) a flight I'd booked in April 2012 for a flight scheduled to depart May 2012. Per the emailed restrictions, I made note to rebook within the year, ie: prior to the date I booked the flight. Well, when I went to rebook , I was told the credit had "expired" as I had to FLY by the date the flight was booked, not just rebook as the restrictions sent to me at the time of cancellation had stated. The wording in the email provided was unclear and incomplete at best, intentionally misleading at worst. Here's an excerpt:
"Carriers either require you to rebook before your original departure date or may allow 1 year from the date tickets were originally issued."
As I read it, the wording states that carriers may require the customer to REBOOK not FLY within the one year from the date tickets were originally issued. Flight was scheduled to depart in May 2012 with the ticket booked/issued in April 2012 so one would assume that re-booking within the year of the date that the tickets were originally issued would mean prior to April 2013. It does not state anywhere that one would need to fly by April 2013.
I also spoke with a Travelocity representative at the time of cancellation and no additional info was provided other than what I emailed to myself immediately following the conversation with the Travelocity representative so that I made note of those additional restrictions: ie: the $130 change fee, that rebooking had to happen through Travelocity, that it had to be booked over the phone not online, and that the flight had to be with the same carrier with the same person travelling. All reasonable and understood. However, neither the email sent nor the Travelocity representative that I spoke with that day made any mention that when I rebooked I would have to fly by or before the year anniversary of the date the ticket was issued, only that the ticket needed to be rebooked by that date.
As many have done before me, I got on the phone with a Travelocity representative - today he was going by the name of "Dave" a supervisor from a call center abroad who unfortunately was of no help whatsoever, instead simply resorted to repeating whatever "policy" that was placed in front of him which of course did not address the poorly worded restrictions noted in the email sent to me by Travelocity ie: the "policy" that he kept repeating was information NOT included in the email restrictions sent to me at the time of cancellation so how is a customer to know about these 'new' restrictions until they attempt to rebook their flight? Wholly frustrating and unacceptable as I was simply trying - as it was explained to me both over the phone and in writing at the time of cancellation - to use the credit to book another flight with the same airlines within the year deadline.
Attempting to address this directly with Travelocity was a complete waste of time so I am now trying to find a solution via the credit card company as one would assume they have more influence than a lone customer. Needless to say, I will NOT be using Travelocity ever again unless this formal dispute via the credit card company is resolved to my satisfaction.
Until then - I give you fair warning - AVOID TRAVELOCITY at all costs!!! I lost over $700 and far too much time and aggravation for the few dollars I may (or may not) have saved going thru them.