Travelocity - Worst Customer Service Ever!!!
Customer Service & Supervisor - Complaint
WEB, CALIFORNIA -- I unfortunately had to cancel a hotel and airline reservation due to an unexpected medical emergency.
I had called to get a refund since this was a medical emergency. Bottom line, Travelocity has not refunded my Hotel expense.
After speaking with both the Hotel and Travelocity to verify and confirm the process that I'd have to go through to receive the refund, I ensured that every step was followed. Each time I had called Travelocity, a different representative would give me a different answer in terms of the status of my refund, and made me go through different processes to obtain my refund than originally explained. Basically, they were stone walling me.
I have spent over 7 hours on the phone (not exaggerating one bit) with Travelocity, going back and forth between, "wait a couple days for the refund", to "we do not handle the refunds, the Hotel does.", to you need to talk with our Finance dept (who transferred me right back to the original person...)
After being disconnected twice when trying to reach a supervisor (each attempt a 1/2 hour long), the third representative finally told me that they could not patch me through with the supervisor because he suddenly became unavailable. With the fourth call, after finally reaching a supervisor (after waiting another 40 miniutes), he was suddenly not able to hear me even though I was able to hear him loud and clear. This was on a land line, not a mobile phone mind you. He had threatened to hang up if I didn't respond after 10 seconds. I Somehow managed to get his attention after demanding that he call me back after leaving my number.
The supervisor was even worse than the c. s reps. He had me repeat the entire story again (for the 7th time), even though all of this has been documented in their systems. He then had me on hold for a 1/2 an hour just to tell me that Travelocity cannot refund the Hotel expense until the Hotel itself issues the refund. This is NOT true. This is also contrary to what a previous representative had told me (that my refund should post in a couple of days - another stone walling attempt). The hotel does not charge Travelocity the cost of the hotel stay since it was cancelled. The hotel payment was prepaid to Travelocity. The only charge that the hotel issues is a penalty fee to Travelocity if the reservation is cancelled late. I have called the hotel multiple times, and have been told that this fee has been waived. Travelocity would not even see a charge in their systems because of this. This leaves Travelocity to issue my refund for the un-used Hotel stay that I paid directly to them! This has been going on for almost two weeks. No refund is on the horizon since Travelocity refuses to pay up and blames the hotel.
My word of advice to all hotels, (Venetian, Las Vegas, in my case); DO NOT PAIR UP WITH TRAVELOCITY FOR ANY VACATION PACKAGES.
I will be filing a claim with my credit card company and a complaint to the BBB.
I have dealt with many travel sites before, and Travelocity is the only one I would NEVER use again.
I am sorry for the rambling since it is very difficult and time consuming to put eloquently put together the chain of events that occurred. I think you'd understand if you also just got off of a 2 1/2 hour call, speaking to a person that was following a script to stonewall you, and with a terrible understanding of the English language.