Travelocity Informative - Problems Eventually Solved
SALISBURY, CONNECTICUT -- I've seen lots of bad reviews on Travelocity's Customer service.
My story would have been the same. It started with a vacation package that went awry. Long hold times, CSR's who didn't speak English, I was told a thousand times they would fix the problem when it was not happening.
Then, I tracked down the e-mail address for Michelle Peluso, CEO. I e-mailed her directly and expressed my disappointment with how my problems were being handled. within minutes of sending the e-mail, she replied. She said she was personally assigning my case to one of her top customer retention employees. The man she assigned it to called me within an hour of the e-mail and personally assured me it would be fixed. And the gentleman called me every day after that to inform me about the progress up until the problem was resolved.
The lesson? Get to the top and let them work the way down. I'll continue to use Travelocity, because if they ever mess up, I have the CEO in my address book and will not think twice about sending her an e-mail telling her which representative was dropping the ball and upsetting a loyal customer.
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