Travelocity Complaint - Worst Possible Customer Service
Since I sent the following information, I have made an additional 6 telephone calls additional emails. I was unconditionally promised a call back no later than 4 days ago and have still heard nothing. Customer Support refers me to Consumer Relations. Consumer Relations refers me to Customer Support.
Here is the original written complaint to Travelocity which any idiot should be able to understand:
I have spent several hours writing emails and talking with at least four different Travelocity Customer Support representatives trying to resolve an outstanding issue. I’ve explained this from the beginning several times and I’ll try to be patient and explain it again, this time in writing per the suggestion of your representative.
On the 11th of August I attempted to book two trips online. The first was no problem. I then tried to book a second trip online but kept getting an error message when selecting the return flight.
Subsequently I telephoned Travelocity to book this trip by phone. I was advised, by the representative who supposedly booked the flights, that I would receive a confirmation email shortly. I did receive an email confirmation for the first trip. However, I did not receive a confirmation for the flights booked by telephone.
The following day I sent an email to Customer Care. I received a reply not relative to the inquiry. I sent a reply email clarifying my original question but received no response.
I telephoned Customer Care and was asked for the Travelocity Trip ID. I did my best to explain that I did not have a trip ID number because I never received a confirmation which was the problem I was calling about. The representative suggested I wait a little longer for the confirmation. It never came.
I then went back online and successfully booked the trip. I then immediately emailed Customer Care stating the problem (still no confirmation from the telephone booking), subsequent action (new booking), advised that no charges had yet been posted to my credit card for the “missing” booking and requested that no charges be incurred. I received a “boiler-plate” response that did not address the issues.
I telephoned Customer Care once again, now concerned that a $36 charge had been posted to my credit card for the telephone booking and additionally concerned that I would be charged twice for the flight. I was advised “not to worry” that a credit would be forthcoming for the service charge and that I would not be charged for duplicate flights.
Today, when checking my credit card account, I see that I was charged for the duplicate flight. Not having the “necessary” Travelocity Trip ID to be able to discuss this with Customer Care, I called the airlines who provided me with the airline reference code for the trip for which I never received a confirmation.
I again called Customer Care and after a good 45 minutes on the phone the representative finally grasped the problem and was able to find the unconfirmed trip after taking my credit card number and the airline reference code. He advised me that the duplicate trip was now cancelled but that I would have to contact Consumer Relations regarding credits.
I trust that I have provided enough detailed information for someone to piece this together and to credit back the charges relative to the unconfirmed flights. Just to be clear, I have two outstanding bookings in “My Stuff”. These are fine just the way they are. My credit card has been billed by Travelocity and by the respective airlines. I do not wish to change anything in regard to these bookings.
It is the “phantom” telephone booking, for which I still have not received a confirmation or booking number, that needs to be cancelled and credited.
I can be reached via email or telephone should any addition information be required.
This all occurred weeks ago and although I have been billed by my credit card company, I have never received anything in writing from Travelocity regarding the booking, the cancellation, or a refund of the charges despite many calls & emails.