Travelocity - Misleading Travel Packages/Doesn't Deliver On Services
Booking and Consumer Relations - Complaint
SAN ANTONIO, TEXAS -- I spoke with a CSR and booked a family trip to Atlantis Resort in the Bahamas in Feb 2013. Our travel dates were May 25th - June 1st. The package was priced to include - airfare, transfers, trip insurance, hotel and a meal plan. I spent over 40 minutes on the phone with the booking agent detailing my stated specifications for travel arrangements and went to great lengths to detail our request for the superior meal plan option - not just buffets, I requested and stated that I am willing to pay extra for the fine dinning option. The trip price was quoted and paid for by cc, and confirmation was sent via e-mail.
I reviewed the confirmation and it had what I thought to be all items included - airplane info to and from, transfer vouchers, trip insurance information, hotel address and conf # , Taste of Atlantis Meal Pass for 2 adults, and kids eat free special noted. I thought I was all set for this family trip. When we got to the hotel, we were informed that Travelocity did not pay for a meal plan. That the Taste of Atlantis Pass is actually a discount coupon to eat at a couple of the fine dinning establishments.
When we contacted Travelocity's Cust Service # while on vacation they confirmed that our travel arrangements did not include a meal plan for 2 adults. I re-stated my conv from booking the trip and my request for the fine dinning plan and guarantee it was included. The CSR Rep forwarded me to a CS Dept Mgr. He again stated my reservations did not provide for a meal plan. I told him I would like to hear a copy of the conversation that was recorded when I booked the trip. He stated that unfortunately my conversation was not recorded. I thought that was very convenient considering every time you call Travelocity before reaching a live representative a message is stated "all calls will be recorded." Ultimately, we paid for all of our meals during our trip and upon arriving at home filed a written claim with our hotel receipt for all of our meals with Travelocity's Customer Relations Dept.
Basically, this dept. has repeatedly told me that there is no proof we requested a meal plan and our attempts for reimbursement have been denied. My experience with Travelocity as you can see is very unfavorable and the level of customer service they provide is poor. Additionally, I feel that I was scammed! I would say the company has no integrity and I would not recommend their services for travel.