Travelocity Informative - Customer service
I called the customer service on June 04, 2010 to get some information and the possibilities of changing only my return flight to Canada (originally bought in April 2010). I was told that I would have to pay the extra $4000 difference to change only the date of my return flight. On Saturday June 05, After contacting a couple of times to customer service I was told that there would be a fine and a differential fee of $900 for change of date. The quality of voice was poor and I had to disconnect in order to redial the number. Keep in mind that every time I called the customer service, I was on hold for 10-15 minutes repeating the whole information until I got connected to the reissuing department.
After disconnection, I was successful to talk to a person in reissuing department but I was told that there is absolutely no right to change the dates of my ticket. Keep that in mind that 2 people suggested that I could change the date of my return flight before. At this point, I asked to talk to the manager. After being on hold for almost 1/2 hour and insisting on being on hold instead of disconnecting and being contacted later, I was be able to talk to the supervisor of reissuing department and he was trying to explain to me the policy again. He contacted to the airline and again after being on hold for 1/2 hour he mentioned the current price of ticket (approximately 3500) and suggested the payment of fine and the differential fee ( $1500-1700).
As I mentioned, customer service's lack of information, misleading the customer, trying to cover up of employees' misbehavior and misleading by supervisor and keeping the customer on line for a long time all bothered me and made me frustrated and disappointed with Travelocity online service.
I strongly believe that customers don't deserve such a long waiting time and misleading information provided by customer service.