Travelocity Complaint - Lousy customer service, arbitrary flight cancellation
SOUTHLAKE,, TEXAS -- Upon learning that Air Trans had adjusted my reservation so that my arrival time in Rochester, NY was moved from approximately 5pm to midnight I called the airlines to see if other arrangements could be made to accommodate an earlier arrival. I had a scheduled business event for that evening which could not be re-scheduled. It was either be there or there would be no event. Air Trans told me that since I made the reservation through a travel agent, Travelocity, I would have to work through the agency to change the reservation. I called Travelocity and was told that I needed to call the airline! Upon informing the Travelocity agent that I would not accept a run-around being bounced from the airline to the agency and back again she agreed to attempt to work with Air Trans to get the matter settled. With very little luck and a lot of telephone holds, nothing was accomplished and the conversation ended.
Today, Saturday, July 25, I called Travelocity again and this time inquired if the reservation could be changed to an earlier day so I could still make the business event. After several on holds and attempts to get some assistance I was told that the best that I could expect is that Air Trans would be willing to cancel the reservation and issue a refund. I VERY EXPLICITLY TOLD THE AGENT TO NOT CANCEL THE RESERVATION AND TO NOT HAVE A REFUND ISSUED. I asked if the cancellation had already taken effect and was told that it was not, that I had the option of either accepting the refund or the rescheduled flight itinerary. I informed the agent that no refund or cancellation should be issued and that I would call back. She agreed.
After about 90 minutes I felt uncomfortable about the situation and again called Travelocity. Without going into all of the details of the conversations I had with the agent and her supervisor I was told that the reservation had been canceled, a refund had been issued and that I had agreed to it. WRONG! WRONG! WRONG! I was further informed that there was nothing that could be done about it. I requested to speak to the next line up supervisor and after being on hold for another long period I was told that "Nick" the next person on up the line was on a telephone call that would last two hours and could not be interrupted but that he would call me back. I asked for "Nick's" full name and a way to contact him directly only to be told that that would not be possible. I demanded to speak to someone with "Nick's" authority level and was put on hold. After another long period, I was told that "Nick" was not his real name but that he promised to call me back in 45 minutes. The only information I was given about "Nick" is that his employee ID is ASE. That conversation ended 30 minutes ago. I am expecting a call back from "Nick" in 15 minutes.
It is now an hour later and having not heard back from "Nick" I again called Travelocity and was told that it was impossible to transfer a call to "Nick".
I am now on hold after having been told I would be transferred to a supervisor. After being on hold for over 5 minutes I called again. I am now on hold again and it is 1 hour and 15 minutes since I was told that "Nick" would call me back.
I am still on hold and it has been over 7 minutes.
After 10 minutes on hold I was connected with someone named “Andrew”, employee ID: A6A who asked me to hold to see if he could find out if “Nick” was available to take my call.
It is very difficult to be able to speak to anyone with authority to correct any mistakes.
Well, I was once again told that I approved a cancellation and refund and nothing could be done. This is so wrong and so incorrect I am seething right now. Oh yes, I am on hold again.
By the way, I was told that "Nick" says nothing can be done. Not sure if "Nick" really exists but this runaround is really ridiculous. If Travelocity doesn't correct their error, I will have to reschedule my trip through another source and right now my cost would double. This is not right.
I now have been on hold for 45 minutes total. Andrew, #A6A informs me that he called Air Tran, spoke to Chris #260 who said that I would have to call Travelocity on Monday morning at 6am central time and request that Travelocity again call Air Tran and speak to Brenda who will be able to handle the matter. Since I know that this is another runaround, I did not accept that attempt to dump my call off and again demanded to speak to someone who could accept Travelocity responsibility for the mistake and secure me a reservation to Rochester, NY on the same days as my original reservation and at the same price. I insisted that Travelocity step up and admit the error.
I am on hold again awaiting someone named Rene # ARR who is going to help me. I am sure she will tell me the same things, so I will only speak to her if she assures me that she can solve the problem in my favor.
I have been on hold for 15 minutes for Rene to speak to me.
After 20 minutes I finally spoke to Rene who informed me that “nothing could be done”. A long conversation ensued and she finally told me she would transfer the call to the ubiquitous “Nick”. But before that she promised me that someone would call me on Monday to once again inform me that my reservation could not be reinstated.
I will be amazed if “Nick” ever comes on line and even more amazed if Travelocity ever rectifies the situation.
Well, believe it or not, “Nick” came on line!. He offered to find me the new lowest fair and confirmed that the new fare would double my original cost. He then said that he would listen to the tape of my conversation with the person who cancelled the reservation and determine who was correct. He indicated that if the tape showed that I did not cancel the reservation he would issue a new ticket at the original price. He has committed to calling me back within 48 hours. We’ll see.