Travelocity Complaint - Never use again - refund
I reserved a hotel via Travelocity and paid $170.77 on the spot.
Checking out of the hotel, I was charged again with the same amount of money.
I sent a mail to Travelocity reporting the double-charge, to cancel one of the paynments.
After several mail exchanges confirming the facts, I was informed that I should get a refund on Jan. 7.
I confirmed the cancellation on my credit account, but the canceled payment was only $135.53, i.e. $35.24 less than what I have payed.
I asked why the refund was as it was.
Anthony R replied:
- The room in question was at Good Buy Rate, an offer exclusive to Travelocity, hence the less refund. (Why am I supposed to be explained the negociated rate between the website and the hotel, when all I'm asking for is as simple as getting one of my two payments back?)
- As a gesture of apology, they will give me a $25 discount when I make a future reservation with them. (Despite all the inconveniences the whole process has already caused me, I should accept that discount on some future reservation very unlikely to happen, which is less than what they still owe me anyway, and be satisfied?)
I made it clear I do not need a future discount offer but a complete refund. I told them I'll take next actions if the refund does not take place by 22nd.
Anthony R., apologizing for my inconveniences, told me to wait as he asked his manager to look into my case.
Victor A. replied, "after a careful review of your file, we observed that changes to your flights were made by the airlines and not Travelocity. " Huh? So careful a review on a file that has nothing to do with my case whatsoever.
I complained about the total irrelavance of the mail sent, saying I was still waiting for the manager's proper response.
Victor A. told me to ignore the previous mail, and said that his supervisor will examine the file again.
I received another mail from Victor A., which says the same thing Antony R. has sent me on the 18th. It must have been copied from some protocols, since the two were using matching phrases even.
All right, judging from my experience, this is how they call their customer service.
- Make sure not to refund, with whatever a reason you can provide.
- Organize your customers' files to mess up all the cases.
- Confuse your customer with the information like who's the manager and who's the supervisor.
- There's no such thing as an individual case. Find a category your customer's mail belongs to, and make the same reponse whatever the occasion.
- Make your customers get sick of complaining, so as to never use Travelocity again.
I had no idea.