Travelocity Complaint - False Itinerary, Missed Flights, And Worst Customer Service Ever
I DO NOT recommend using Travelocity at all. Other agencies (such as Expedia, Priceline, Hotwire, direct bookings, etc.) have never given me any trouble, but with Travelocity I have had the worst experience ever! I will not be booking with them ever again.
I booked a one-way flight home from LAX to SFO via Virgin America. I received confirmation from Travelocity for my flight/itinerary and had the information posted on my account page on their website. On the day of my departure, I arrive at LAX an hour before my flight (I had 1 bag to check in and the last flight out for the evening). I go to check in at the counter only to find that Travelocity never sent any information to the airline regarding my flight. The ticketing agent calls Travelocity to try and get the issue cleared up so I can make my flight. The Travelocity agent confirms my itinerary to the airline, but also recognizes that there were "technical errors" in sending my information to the airline. Instead of fixing this issue, the Travelocity agent offers to refund me my ticket, but makes no offer to fix my flight situation.
I asked the Travelocity agent what I was supposed to do with no flight. The airline agent then notifies her (Travelocity agent) that it is still possible to make my originally scheduled flight, and so the Travelocity agent then offers to rebook a flight, but demands I pay a new rate for the ticket, which is twice the original ticket price! Of course I protested to the additional costs, since Travelocity is responsible for the error in my reservations. Long story short, I was placed on hold A LOT and had to demand to speak to her supervisor before she offered to try and fix the issue with no additional fees, too late to make my scheduled flight.
And another 2 hours, 2 airlines, 3 airline agents, Travelocity agent, demand to speak to the supervisor, additional airline fees, extreme emotional distress and frustration, additional expenses incurred due to my late arrival at my destination, and vow to never book with Travelocity again was I able to catch a late flight to my destination. The Travelocity agent did not care at all about any inconveniences that this situation caused due to their error. I was extremely ticked off by that the most.
I did not even request any inconvenience compensation or anything. All I was asking for was to be placed on a flight to get me to my destination somewhat around the time I was supposed to be there by! That isn't asking for anything outside of what I should expect in a regular transaction. But I guess it's asking too much for Travelocity...
By the way, the Virgin America airline staff at LAX was EXTREMELY helpful and caring in this situation, especially the agent I originally tried checking in with. Not only did she try talking to Travelocity to figure out what was wrong, she also escorted me through the whole process, including dealing with 2 other airlines up to 2 terminals away (American and United, also both nice), to ensure that I got on a flight to my destination at a reasonable time. Without her help and the help of the other airline agents, I wouldn't have been able to reach my destination.