Travelocity Complaint - Refund of airline tickets
Resolution Update on 11/14/2008:
I have received my refund (10-14) due to the help of Linda Burbank from travel-USA Today. Had she not researched it and made some calls I doubt that I would have received my refund as Traveloclity had me in a loop and no one was responding to my enquiry. sab
On August 28, 2008 we booked a flight, through Travelocity, for St. Maarten, flying from Las Vegas, through Fort Lauderdale to St. Maarten. The date of the flight was January 17th. We searched diligently for a flight that stayed in the southern US as we didn't want to fly into Detroit or other places north in January.
On August 29th we received an e-mail from Travelocity stating that the airlines had changed our flight and that we would be flying through Detroit. I immediately called Travelocity, on the same date of the e-mail, and shared with their customer service person, Andy, that this was not acceptable to us and that we wanted to cancel the flight. Andy put me on hold while he called the airline. I was kept on the telephone several minutes while he discussed this with the airline.
He came back on the telephone to get more information needed to refund my money. The cost of the tickets was $1173.00. Andy finally came back on the telephone and told me that everything was squared away with the airline, that the flight had been cancelled and that I would receive my refund in about 48 hours. It is now October 8 and I have yet to receive my refund. I have written many e-mails to Travelocity's member services department and also to their consumer relations department.
Now they have sent my "problem" to another department of which they have not named. I was told in an e-mail that the concerned department would contact me direct and that the Customer Relations department was now considering my inquiry resolved. I have received several e-mails from Travelocity with a new incident number every time, asking me for more information, apologizing for my inconvenience, etc. but no explanation for the delay in issuing my refund. I have requested several times that they explain (either through an e-mail or a telephone call) the reason for the delay. All I have received is a standard "we are working on it" letter.
I have tried to find Michelle Peluso's (the President and CEO) e-mail address to no avail.
Travelocity did send me a $50.00 discount code for the next trip I book through them due to my inconvenience. Unfortunately that doesn't help with my refund of $1173.00. My husband and I are retired and have dealt with many travel agencies. This was our first time dealing with Travelocity and I seriously doubt that I will book anything through them again and am certainly warning my friends and family of doing business with them also.
I also tried dealing with the airline directly but did not get a response.