Travelocity Complaint - Overcharged and Outsourcing Customer Service
SEATTLE, WASHINGTON -- Here is the letter I wrote to Travelocity which sums it up.
Last night I booked a flight for my 2 year old son and myself to Europe. I agreed to $1790.35 plus Travelocity's delivery fee of $19.95. I printed the page to confirm this. I got an email about 10 minutes later stating my credit card had been charger $1,949.35. I immediately called customer service who couldn't explain what had happened. The first agent I spoke with said maybe the flight had gone up or maybe Travelocity didn't offer a child's fare even if the airline did. I stated a child's fare was printed on the page I was looking at on the Travelocity site so that didn't make sense and I re-entered the exact flight search that I was having problems with and got a quote of $1790.35 so the flight hadn't gone up in the hour since I had booked mine. For some reason the agent was unable to see this. I offered to fax the page to her which she didn't think was necessary. I asked to speak with a supervisor and spoke with Sam in Bombay who got on the phone and to my dismay asked if I would be calling about this problem if the price had gone down, which is of no relevance to the situation. Appalled I requested to speak to a supervisor in the United States.
I was told no one could be located and to try back in the morning. I was told I would have to go through the 1-888 line and ask for a supervisor in India who was the only one who could connect me with a supervisor in the United States.
I was offered a full refund by the first agent I spoke to but that was not the solution I was after.
After purchasing my ticket and my son?s, I booked my husband's on the same outgoing flight so cancelling the ticket is not an acceptable solution. I spend thousands of dollars on the internet every year and I have never agreed to a price and been billed a higher one later without my
This morning I called the 1-888 number and asked for a supervisor. I was put on hold and there I remained for an hour before I hung up. The agent never returned to the call. I tried again around lunch and was again put on hold for 20 minutes before I hung up. I am furious and would like a call from a U.S. Travelocity supervisor. My cell number is [removed] and the trip ID is [removed].
I would like to see Travelocity rectify this situation by honoring the agreed to purchase price of $1790.35. I also realize there is an additional $12 per ticket fee which I don?t have a problem
The response to my email was an email saying sorry the fights have gone up and the higher price stands. So I went back to the web site and they are still offering the lower fare! I am filing a complaint with the Better Business Bureau and will post the outcome.