Travelocity Complaint - Pathetic service
It's nice to see that they made the effort to contact my bank to validate my details. However, as my mobile phone refused to ring and kept diverting my bank to my voicemail, there was no way to contact me and therefore validate the transaction.
So, they sent me an email telling me the trip was cancelled and the money refunded. When I called to find out how long it would take for the money to be refunded, that's when the holes came out faster than Swiss cheese.
First, the recorded message during the on-hold music suggested that the funds after cancellations get refunded "within 2 billing cycles". I'm guessing that means 60 days, which is ridiculous to begin with.
Secondly, after getting hold of an operator, with a thick Indian accent no less, I am put through to a division called the "Revenue Protection" department who would then go on to explain why the trip was cancelled, as I explained above. I was also told by this department (over a very bad Voice-Over-IP line it seemed) that it would take 30 days for the refund. When asked if there was a way to stop the refund and just reinstate the trip and this time the bank would be able to get through to my mobile phone, I was told that the only way was to re-book it online.
I asked if the refund could be expedited as the trip was planned for one and a half weeks from now. The straight answer was no.
So I called my bank to find out what could be done since the funds were indeed already drawn from my account. I was told about how the merchant could (at their discretion) fax a company letterhead with the card number, amount and approval code and request it be cancelled, which would then take effect within 20 minutes of receiving the fax. I called Travelocity back and this time got through to another fellow with a similar accent who went by the name "Ben". After explaining to Ben what my bank told me, he then called the bank to confirm and obtain the fax number (since I did not have it). He seemed very helpful at the time and promised to send the fax within 20 minutes as well.
Well, that promise fell through. After checking with my bank some 2 hours later, still nothing was received by their administration. So, after spending almost another hour with another operator by the name of "Patrick", he then insisted that there was no need to send the fax as the refund had already been processed. He was unwilling to understand that the cancellation by way of fax would nullify everything and I tried to explain it in as plain simple English as possible.
Then he told me it would take no more than 48 hours to receive the funds back in my card. Let's see if that happens ... I'll keep you posted. However, I did question him on that based on the recorded message saying it was 30 days, "Revenue Protection" telling me it was 30 days and yet he was suggesting 48 hours! He insisted that's what he had in his notes but when I asked him if he knows this for a fact based on his own experience or that of others, he persisted with the validity of his notes.
I asked him if he could provide me with an exact timeframe and guarantee it and he put me on hold as he checked with his supervisor. He got back to me and told me he would put me through to another department who could give me that information. Guess who that department was? Yes, "Revenue Protection" who once again had a really bad VoIP line and once again told me 30 days. When I asked them why their customer service operator would suggest 48 hours, they said that they are only aware of it being 30 days.
I've given up. I'm taking my money elsewhere and I'm going to book my return flights to Tokyo directly with a Northwest office here in Beijing where it seems to be 30% cheaper as well (hindsight is 20/20, right?).
One thing is for sure though, if I do not see this refund within the 60 days as suggested, the first thing I'll be doing is requesting my bank to do a chargeback and leave it to Travelocity to suffer the consequences. Nobody walks away with US$1624.22 from my pocket!
For those of you who have been cheated and already said that you have lost money to these guys, haven't you been able to have your bank perform a chargeback?