Travelocity Complaint - Horrible Customer Service
SAN ANTONIO, TEXAS -- HERE IS MY LETTER TO TRAVELOCITY.........without attachments
On or about 12/12/10, we made family travel plans from Chicago (ORD) to Phoenix (PHX) through you; our Travelocity Trip ID was 1034 6854 9672. (See attached itinerary.) This Trip included a flight from Chicago that stopped in Minneapolis and then finally arrived in Phoenix; it also included a vehicle rental from Dollar Rent A Car and a hotel stay at the Pointe Hilton Tapatio Cliffs Resort. The total trip including AIR, HOTEL and CAR RENTAL was $5,015.15. Our initial departure was on Monday, 12/27/10, at 7:20 pm. We arrived at ORD and checked and paid for our three (3) bags and arrived at the gate with our boarding passes. (See attached.) As a result of some bad weather in the west coat, our Delta flight was delayed and then eventually cancelled. We attempted for hours to contact your “Customer Support” at 1-800-872-8356 and that was a joke; no answer, no support, NO NOTHING!! The Delta ticketing agent gave us many options, and eventually convinced us that we should reschedule our flight to Tuesday, 12/28/10 and leave out of MDW. So that we did; we went home and then left the next morning for our flight that departed out of Midway, MDW. Delta was kind enough to offer my family “meal voucher tickets” for our inconvenience. (See attached meal vouchers.)
It is now, Tuesday, 12/28/10 - one day lost from our family vacation. Our new travels plans were as follows: Flight #5649 leaving out of MDW at 3:05 PM arriving at Minneapolis at 4:44 PM and then Flight #2999 leaving Minneapolis at 9:50 PM arriving in Phoenix at 12:19 AM. (See attached Passenger Itineraries.) We did not have any seats for these flights and had to obtain “Seat Request” forms. I thank God that he was looking after us and seats were available.
We arrived into Phoenix very late on 12/28/10. As we go to check in at Dollar Car Rental, we were informed that our car rental was CANCELLED. The Manager at the time was a Maria Jauregui, and her number was 602-567-9733. How did that happen - if we paid for a car rental through you on 12/12/10?? So now we had to pay for ANOTHER car rental AGAIN in the amount of $423.40. (See attached receipt.)
After much hassles, headaches and angry outbursts, we paid for another car, loaded up and arrived at our hotel. We arrived at the Pointe Hilton Tapatio Cliffs Resort and were informed that we DID NOT HAVE ANY RESERVATIONS AT THIS HOTEL. AGAIN, we paid to stay at this hotel through YOU!!
Our departure date was on Sunday, 01/02/11, under Flight #DL2392. We attempted to check in on 01/01/11 via computer, but could not as a result of your lack of customer service. We arrived at the Phoenix Airport and was at the Delta Check-In Counter. We showed them your “Itinerary” and we were advised that our flight back home was cancelled in its entirety. We had to patiently wait for 2 hours for the nice ticketing agent at the Delta Airlines counter to re-enter all our family information in the computer and check our bags. Trying to call you to resolve this matter wass like trying to call the President - a JOKE!!
We then had to request a “Seat Request” for our flights home from Phoenix and Minneapolis. Do you know what it is like to travel with 3 small children and not knowing if we have a seat on a flight to go home and for that matter, a seat next to our child? This was the worst trip we have ever flown on as a family!!
In between this mess of a trip, I attempted to call your “Customer Service” on numerous occasions - DURING MY FAMILY VACATION- and finally got through to someone on 12/31/10, and told your agent about these wonderful travel plans and they advised that I would receive a “refund request.” (See the attached copy of your e-mail.)
As a result of the lack of communication from your company and lack of “Customer Service” this trip that we purchased through you, fell apart and my family’s trip was ruined. You say your “Travelocity Guarantee” is our commitment to you that we are here for you did not apply to my family vacation!! As you are completely aware, we are to reimbursed the following as a result of your lack of professional services and :
* one night at the Pointe Hilton Tapatio Cliffs Resort as a result of the night lost due to your lack of professional “Customer Service”;
* $423.40 as a result of the cancelled Dollar Rent A Car that we had to pay twice and as a result of your lack of professional “Customer Service”; and
* All hardships, inconveniences, and aggravation as a result of your lack of “standing behind everything you sell to make it right - right away.”
It is now 02/28/11 and I have not heard from you. I demand my refund IMMEDIATELY and a telephone call to my cell at 312-310-7787 to confirm receipt of this correspondence and receipt thereof. Your professional courtesy would kindly be appreciated.
Corey E. Meyer