Travelocity Complaint - Change Fees / Penalties / Poor Client Retention
SAN ANTONIO, TEXAS -- This is the letter sent to their corporate office. From now on, I stick to Expedia. Never book through Travelocity again.
To Managers in the Vacation Desk or Corporate:
My name is Y Hernandez. Today I have cancelled my flight/hotel package with Travelocity dated August 26-September 19 after speaking with Patricia (PNQ) because I needed to make changes to the dates of my reservation.
It was my error to book the vacation the wrong week, the total price was $688.00. Instead of August 16 through 22, my reservation is suppose to be for July 29 through August 15, 2009. I called in to get assistance with this correction and spent a little over an hour on the phone trying to get this accomplished. Astonished at the change fees, the first representative confirmed that it would cost me over $500 to change the dates. (((Just to change the dates))) I quickly became Irate and asked for a supervisor. After holding for 20 minutes, my options were to pay over $500 to change the dates keeping the same hotel, or to cancel completely and go back to the website and re-book with the correct dates. However, cancelling everything would not be that much of a difference either. I will only be getting a refund of $455.65. After advising Patricia that I understand there is somewhat of a penalty involved due to my error, paying $233 to go right back on to
your website and re-book the exact same trip plus the difference because your rates now increased... seems just ridiculous. I am not expecting a free change at all, but I am expecting courtesy and understanding due to this simple mistake.
My initial package was $688.00 but the exact same package now will cost me $897.00, and in addition to that I have to pay $233.00 to change this?? I have to pay for the $233 airline cancellation fee PLUS the difference in the new pricing?? This makes no sense!!! I expect to pay a penalty, but not the entire portion of the flights that I will be re-booking for earlier dates.
Is this the way you treat new customers? With the economy issues in place, is this the way that you expect to lead amongst competitors and encourage shoppers to travel? Not to mention that after the cancellation took place, Patricia advises me that it will take up to 30 days for a refund. I must have yelled above my lungs. I was livid at that moment. I had just spent over an hour arguing about going back onto your website to re-book and now I can't even do that until my credit posts on my statement. I cannot have open credit over a certain limit on that card. Everything has just been such an inconvenience, I cannot believe that I have to experience this just due to a simple mistake of choosing the wrong week on your calendar icon???! It is absurd!
I will be writing a formal complaint to the corporate address Patricia has given me:
11603 Crosswinds Way
San Antonio, TX 78233
I am requesting to have Patricia's manager, Frances or Francis contact me at 305-200-6496. I will like to get in touch with a corporate officer in your Texas office immediately. There is no excuse for treating a client this way. This is definitely not the proper procedure to keep a customer's business. Travelocity would rather charge $233, than have a client happily re-book a vacation for $897.00. This is not the way to do business, and your corporate office must acknowledge this feedback.
I would also like to advise you that I have contacted Continental Airlines and British Airlines personally. They have informed me that they cannot refund me this $233.00 fee because this is not "their" fee. They cannot reimbursement even If I re-booked the flights with them directly and only re-booked the hotel portion with Travelocity. They would not discuss the $233.00 fee with me and referred me back to Travelocity. Both airlines did the gave the same response. The best they could do was offer reduced pricing for the flights. They informed me that this is a Travelocity charge, and Patricia did not explain this to me. If you monitor the phone calls for training purposes, I dialed 888-709-5983 at approximately 1:13 PM eastern standard time. I encourage management to listen to my entire call, poor consumer relations. The way my call was handled was absolutely disappointing.
For any comments, questions, and/or concerns I urge that I be reached at anytime (305) 200-6496. I am looking forward to speaking with management or corporate as soon as possible. Your attention to this matter is greatly appreciated.