Travelocity Informative - Travelocity Service from an Employee
After reading many of the complaints posted on this website regarding Travelocity I am astounded and appalled by the service that Travelocity's customers have received. I have worked for Travelocity for several years and I am one of those agents who would answer the phone saying, "Thank you for calling Travelocity." At any point in time, I could have been the agent answering your call to address the issues regarding your flights being changed, an illness resulting in a reschedule or cancellation of your reservation, a hotel room that is unsatisfactory, a refund request, etc. While I am primarily responsible for booking reservations, it is also my job per company policy to handle ANY type of call that I answer regardless of the situation. And, as a result, I have spent hours at a time resolving customer issues when the need has arisen.
In reviewing the complaints on this website, many of the issues could have easily been resolved without being placed on hold 45 minutes at a time, hung up on repeatedly, having the call escalated to a supervisor where nothing was done, or repeated calls back to the company with still no satisfaction. The primary issue here is not so much with Travelocity per se, but that the company like many other American companies has outsourced its customer service and many other departments to another company in India for "cost savings." While India is technically required to follow all of Travelocity's policies per our contract with them, they do not. For example, if an agent employed directly by Travelocity hangs up on a customer they are terminated immediately. However, this does not seem to be the case for those who work in India considering the amount of complaints I personally hear from our customers.
The American employees are well aware of the poor customer service India provides to our customers and that they simply make our jobs more difficult and most of us strongly disagree with the decision to outsource. I have had situations where I have had to deal with the Indian agents directly to resolve a customer issue and I am told by them "per company policy" when I know as a direct employee of Travelocity that it is not OUR company policy that they are telling me. Travelocity has made many changes over the last several years to enhance our service to our customers and they have strived to have this ingrained as part of our corporate culture. However, the achilles heal to this philosophy is the poor treatment our customers receive from a company in India protraying itself as "Travelocity."
While this website is wonderful in expressing the frustration with the company, I would urge everyone who has had a bad experience such as those posted to contact our corporate headquarters in Southlake, TX by mail rather than calling or emailing customer service since 90% of the time that goes to India. Travelocity has very high expectations on the level of service we provide to our customers but that level of service will only be received fully by our customers when our operations are brought back to the United States.
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