On November 15 2017 I tried to arrange a 6 hour car rental at LAX which I planned to fly into on December 26. All the major car rental companies had hired out their cars and the few vehicles that were available were charged at outrageous prices. I found a couple of reasonable deals through obscure travel search engines which I'd never heard of and one through Travelocity. I chose to use Travelocity which involved a deal through the Hertz car rental desk at the Hilton Hotel, on W Century Blvd, Los Angeles believing them to be reputable and willing to stand behind their product. That was my mistake.
On my arrival there were a number of other customers milling around the rental counter waiting in vain for their pre-arranged rentals. The one vehicle that was returned while I waited was allocated to another customer. Because it was larger than the one he had booked (which was not available), Hertz demanded that he pay several hundred dollars more than the amount previously agreed.
For the sake of getting a car, he was more than willing to comply. After waiting more than 3 hours, I'd had enough. I told Hertz I had no intention of waiting any longer, my day had been wasted. But while speaking to them another customer rental was returned and they advised that if I would like to wait for it to be washed and cleaned, I could have it. I declined their offer. At no stage was there an apology or any sort of gesture or compensation to make up for their screw up. I won't be using Travelocity or Hertz again.
I booked a room with them for New Year's eve on Dec 30th. Before agreeing to the terms I read the cancellation policy. Since I was unsure if my group was attending, I wanted some peace of mind that if I choose to cancel the room later that day, I would not get charged. Travelocity's policy stated - if you cancel before Dec 31st 12 am Eastern Time, you will not get charged (I live in New Jersey).
After being inform by members in my group that we were no longer going to Atlantic City for New Year's eve, I immediately cancelled the room at 9:33 pm on Dec 30th. When I cancelled my room online - Travelocity, once again reassured me that I will not be charged and if I had been I will receive a full refund. A few days go by and I notice a charge on my account for $444.46 from the hotel. When I called Travelocity to inform them of the charged their customer representative lied and stating that I would get a refund within 3-5 business days. It's been 7 days.
When I called back today, they told me that they spoke to the hotel and their cancellation policy is different due to the holiday, according to the hotel you had to cancel within 48 hours. Unfortunately Travelocity did not disclose that information in their cancel policy or else I would have not booked the room. So when I explained how that was not my fault and I agreed to the policy written on their site. All they said was "Sorry for the inconvenience." So here I am short $444.46 thanks to Travelocity's discrepancy with the Courtyard Hotel.
Person missed plane by 5 minutes. Called Travelocity customer service. This just was a bad idea. TRAVELOCITY representative started yelling at us. Travel protection insurance I was told was no good - just a scam. When representative kept yelling at us husband asked to speak to a supervisor. Well this just pissed the representative. Pissed off she started yelling at us and then her solution to get rid of us when we asked to speak to a supervisor was to put us on hold until we hung up. She did keep checking the line every once in a while to see if we hung up yet but she refused to have any other conversation with us. Travelocity is a crooked. Stay clear of this company.
The worst experience of my life!!! I booked a trip through Travelocity for a vacation to Montego Bay Jamaica for August 2nd through August 9th. I read reviews on the website that stated the hotel had roaches, granted that was in 2013 but I still did not want to stay there and called to change just the hotel portion of our trip and it would have been about a 1,200 dollar difference. So, they would have been getting even more money from us. Well I called and of course, their customer service is ALL in India and you can't understand half of the customer service reps.
I spoke to a representative and he changed my hotel portion from the RIU Montego Bay to the Sandals resort in Montego Bay and after an hour on the phone with him holding and waiting and waiting, he ran my card through and charged 1,795 four times and then stated it didn't work and I'd have to call back tomorrow and try again. I said, "You have got to be kidding me after all that!!!"
So, I waited and called the next morning and started all over again and this time, after 2 more customer service reps and another 2 hours and two more credit cards which they charged each of them three times 1,795 & 1,995, they told me it didn't work for them either so they said to call back tomorrow. I called my Capital One credit card company and they said that was completely unacceptable and they called Travelocity with me on the phone and they had to get them to authorize and take the 6 charges off of my cards and another 2 hours and still no resolution.
And they said they would try again Monday being a weekday and that it would be resolved so my Capital One representative called me back the next day at 6:00 pm and we called Travelocity again and after speaking to 3 more customer service reps and they charged my two cards 3 times a piece again and still could not just simply change a hotel reservation from one hotel to another and we were on the phone from 6:00 pm until 11:40 pm.
I finally got angry after 5 and a half hours on the phone and said, "We are done here, do not charge my account any more money and do not change anything on my reservation. I am not going to hold and wait and go through this horror any longer. You people have now kept me on the phone for 4 days for over 9 hours total and still have not resolved a simple hotel reservation change!!!" They were unresponsive and couldn't have cared less.
I think they just kept me on hold all that time trying to get me to give up. They had no intentions of ever helping me. So I am now telling every single person I know my story and posting it everywhere to try to help as many people I can to not have to go through the horror I did with Travelocity. They're terrible. Worst customer service I've ever experienced!!! BEWARE. STAY AWAY FROM THEM!!!
To whom this may concern, and judging from my experience in the last six days, that is no one: Travelocity stole $1,839.38 and has not offered to release it back to my bank card or explain why it was taken in the first place! On Friday 02/21/14, I tried booking a vacation package using your online service for the amount of $2,151.23. I made several attempts at booking, and each time was told after trying to checkout that my departing flight was unavailable. I called and spoke with a representative over the phone, and the same package was then quoted at almost $200 more than I had found online.
I then tried online again with totally NEW dates, and again, the departing flight was unavailable. I made another attempt over the phone with these new dates but this time, was quoted over $300 more than what I found online. I never actually booked anything with Travelocity. I was aggravated, and gave up trying to go through them. The customer service was rude and unhelpful. I wasted almost four hours with this company between trying to book over the phone and online.
I went to a different site and found a much better deal! I tried booking them them and my CARD WAS DECLINED. I quickly checked my bank account and found that Travelocity charged my bank card TWO SEPARATE TIMES. Once for $943.82 and then an hour later for $891.56, plus four different $1.00 charges for each time I attempted to book but their site failed. After many calls to Travelocity and our bank, we have been told by Travelocity we have to wait for our bank to process the refund, and our bank says Travelocity hasn't refunded. Travelocity states they have no record of our purchase... Well that's because we never actually got to purchase ANYTHING.
So now, we cannot purchase our flight package with another company because they are holding almost the entire amount we had saved up to purchase our first family vacation. Our bank says that Travelocity has THIRTY DAYS to release our funds back to us. By that time, the prices will have increased so much I highly doubt we will be able to afford it. Travelocity has taken money from my family, without anything in return, and as of now, can't even tell us WHY they took it, or WHEN we will get it back.
I've never been so upset at a business. We worked hard and saved for an entire year for this trip, and now it looks as though we have to suffer for a mistake they've made and refuse to correct. Someone explain to me how this is fair.
Deposited one bogus transaction back into my account yesterday, only to have it pending AGAIN today? Seriously people, what is going on?
ALL of the transactions originally took place on Friday 2/21/14. I didn't purchase anything with your company. NO FLIGHT, NO HOTEL, NO CAR, NO ID NUMBER, NOTHING. WHY DID YOU TAKE MY MONEY, AND WHY ARE YOU REFUSING TO RELEASE THE HOLD! How can you take an honest family's savings, give nothing in return, and not even tell me why my card was charged or when it will be refunded!?
I received an email from the BBB stating your company has received my complaint, and I am currently waiting on a response. This is unfair, and as far as I am concerned, THEFT!! I would try to contact you myself again today, but frankly I'm SICK of being kept on hold, disconnected, lied to, and being given the runaround for hours at a time.
In conclusion, in my complaint to the BBB, I stated one way you can resolve this issue would be to immediately release the hold on my funds. However, that was two days ago. Now it is a total nearly six days since you company first took funds without explanation. I'm not quite sure how you can so easily correct such a horrible injustice to my family, as now we are no longer able to take our vacation as planned.
My husband, myself, and my boys, ages 5 and 2 are out of a trip we spent a year saving for. I suppose my kids are just supposed to understand why we can't go to Disneyland as promised. They blame ME for that, not Travelocity. Also, my husband has taken vacation time from his job, and cannot get that back. Fix this, do what's right by your loyal customers. We used Travelocity to book a vacation package back in 2009, it was flawless. What a travesty to have such a good experience ruined by such a horrible one.
I will never use your service again. I will also make it a mission to inform as many people as I can about your company bad practices. I will make sure that NO one I care for takes a chance at being robbed of not only their money, but precious and cherished vacations with their children. Your company is rotten to the core, and you've hurt my family and I greatly.
INTERNET -- I warn you, do not use Travelocity to book your vacation! I used this service assuming that booking an all-inclusive vacation through a company that had experience with travel and primary connections with hotels, airlines, and events would save me time and money. I made a huge mistake and hope you don't do the same. They are not just incompetent but deceitful as well, and the time you spend fixing the mistakes they make will not only ruin your vacation but will cost you money. If I had just spent a little time doing my homework before I gave them my credit card, I would have saved myself and my family a lot of grief.
Wow, where do I start? I booked a five-day stay in Las Vegas including flight, hotel, car and tickets for my family to see Blue Man Group and Cirque. My agent quoted me a price, which I paid before realizing that it was about $200 more than what I would have paid had I booked online. When I called them to point this out (the first of many long phone calls to India, I will add), they said they would check it out and issue a refund, which they later refused to issue, saying they could not find the cheaper price online I had mentioned. I got back online, took a screenshot of the lower price and sent it to them. They emailed back saying, "Sorry, case is closed." My first clue.
Once my family arrived in Vegas, we discovered that all the tickets we had purchased, I mean all of them, would have been cheaper (overall by hundreds of dollars) had we purchased them directly from the companies we were dealing with. More phone calls, more time with customer service in India and more money wasted. A lot of money, I will give you one example, but there are many. Travelocity sold us tickets to Blue Man Group at the Monte Carlo hotel. When we arrived for the show, we were told that our Travelocity "dummy" tickets wouldn't scan in their machines so we would have to wait in line and exchange them for real tickets. Annoying, but oh well.
While in line, I discovered that the face price on our tickets was SIGNIFICANTLY higher than what the hotel was charging for them. I mean, $75 apiece higher! When I asked about this at the counter, the agent explained that Travelocity buys large blocks of tickets to their shows and then can charge whatever they want for them. They are basically ticket scalpers. Mind you, this event was not the return of The Beatles, it was an ordinary performance of BMG that happens every night.
There were good tickets available at the box office right up to the time of the show. I won't bore you with the details of my lengthy conversations with customer service trying to get explanations about this because other reviewers have already covered this in detail. Let me just say that all the complaints are pretty much what I encountered as well. I wasted huge amounts of time and money because I used Travelocity. All I can say is that if you book your vacation with them after reading these reviews, you are dumber than I am, and believe me, I feel pretty damn stupid right now.
June 9th: I bought 2 flight tickets on Kayak.com (through Travelocity); the total amount (5,268.06 AUD) was displayed in my bank account's “pending transactions” under the heading "SABRE INC KE KOREAN AIR KE SAN ANTO."
June 12th: Travelocity deducted two times 2,642.71 AUD (under the heading "USD2484.40 Korean Air **"), plus 79.28 USD "Foreign Currency Conversion Fee." However, the above mentioned 5,268.06 AUD remained in the pending transactions list until June 17th!!! This meant that even though I had money on my account, I was unable to access it (since it was less than 5,268.06 AUD). My available balance was 0 AUD.
June 13th: I called my bank (St. George) and they told me to talk to Travelocity and ask them to send the bank a fax authorizing the bank to delete this pending transaction. My bank said they would delete this pending transaction one hour after receiving the fax. After this, I called Travelocity immediately (at around midnight US time). I was put on hold for half an hour, then finally I was put through to an operator. After I explained the situation to her, she promised to send the fax within an hour. She read back to me all the details I'd dictated to her and I confirmed she had all the right details.
The next day I checked my bank account and the pending transaction was STILL THERE. I called my bank again and they said they never received a fax from Travelocity. They also said that the pending transaction would automatically be removed after one week, and that until that time, there was nothing I could do about this unless Travelocity sent them an authorization fax. After this, I had no success in reaching Travelocity, but to be honest, I didn't see too much point in trying to reach them since they'd failed to send the authorization fax the first time I asked them.
I had to wait until June 17th – that is, FIVE DAYS – until the pending transaction was finally deleted from my account. This meant that I HAD NO ACCESS TO MY OWN MONEY for 5 days!!! My question to you is this: how is it possible for Travelocity to take the liberty of locking 5,268.06 AUD on my account, after you had already deducted the price of the 2 flight tickets? Do you guys at Travelocity think that I have an extra 5,268.06 on my account AUD that you can freely lock in??
Well, since I did NOT have this much extra money, I ended up being unable to access my own money for five full days. And what about my electronic fund transfers? But I don't know why I suppose you care about this… I have bought quite a few flight tickets (and other things too) in my life which also involved having a certain amount of money locked in on my account (in “pending transactions”). However, I have NEVER had an experience like this one, namely that the money was STILL locked even after the price of what I'd paid for had already been deducted from my account!!!
I simply cannot believe that a company would take such liberties with its customers!! Not to mention the fact that your colleague promised me she would send a fax authorization and then completely failed to do so. Shame on you, Travelocity, for outrageous customer service.
SOUTHLAKE, ALABAMA -- I spent hours researching and planning our family vacation with part of it being for a 2-night stay in Orlando. I had enough reward points from a credit card to pay for part of this stay. One of the choices I had under the Wells Fargo Rewards Program was to use Travelocity gift cards which were administered by TravelocityIncentives.com. I choose this route and proceeded to set up the hotel which you have to pick from using their specific website. Everything went smooth as far as setting up the reservation.
However, the day before we were to arrive in Orlando, I called from our hotel in Key West to cancel the reservation since tropical storm Debby was making her way through Florida and flooding many areas along the way. This was going to put a damper (no pun intended) on our plans to visit SeaWorld and we were just going to drive back home early. However, when I called and tried to explain to the customer service representative why we wanted to cancel, after being placed on extended hold, she came back and said that if we did cancel, we would be charged the full price.
Therefore, we decided to go ahead and stay at the hotel and hope for the best on the weather. Upon arriving at the hotel, it was raining cats and dogs so we just checked in for the night. The next morning, it was still raining heavily and the forecast was dismal. Therefore, I called to plead my case with the weather issue to see if we could just cancel the 2nd night and was told again that we would be charged for both nights as one of their policies stated, "Cancellations or changes made after check-in are subject to a 100% penalty."
I notified her that I tried to cancel the day before arrival (which she saw documented in the computer) but told we couldn't and that another of their policies stated, "All cancellations or changes will incur a $25 fee" (which we were prepared to pay) and "Cancellations or changes occurring within 24 hours on the day of check-in are subject to a one night Room & Tax charge in addition to the $25 fee." The thing is that I did try to cancel a little more than 24 hours prior to arrival and we should have only been charged one night stay and the fee according to their own policy, not for both nights.
Trying to talk to her was impossible as she was from India and didn't speak English very well and although I quoted the discrepancy in their policy, she just kept repeating the same thing over and over again which I find with most people from India which is why I hate dealing with them (no I'm not racist). Also, she told me I would have to request any kind of refund from the hotel itself, but it specifically states in the policy that I printed, "Please do not call the hotel directly to make changes or cancel the reservation, as their agents will not be able to change or cancel or issue refunds for these specially negotiated rates".
Unbelievable! I just learned the hard way not to deal with Travelocity ever again and hope to inform others to do the same.
CHICAGO, ILLINOIS -- Please, read this story and share. It is not an extraordinary story, but we lost some money because of Travelocity.
We are family of 3 and recently decided to go on vacation. Our son will have a couple of days off school in October. So, why not? My wife and my son had a credit, circa $450.00 each for unused flight with Travelocity. We thought that would be a perfect way to use the credit. So, I called (if you want to use a credit, you have to call, nothing can be done online). "No problem" - I heard in the phone. But, I was told Travelocity will have to split our reservation into 2 bookings. One group is me with full price, and then my wife and son is the credit group.
"Ok," I said. "But I am buying package for 3 persons?" I asked. Sure. The package was combination of flight and a hotel in San Juan, Puerto Rico. We have never been there. So, excitement was high. They (Travelocity) took my credit card # and all info. Is this all? Yes, it is. Soon, I received a confirmation but only for one ticket w/hotel - for me only. After maybe one hour, I checked my credit card statement online. Travelocity charged me extremely high price for this ticket - around $200.00 more than the package was advertised.
I called again. A different person answered (she was in Venezuela as turned out). I told her my story, then was put on hold for an hour, then transferred and disconnected. I called again and again with the same result. Then I started sending emails to Travelocity Customer Service and tried to call again and again. Nothing. I was going to vacation myself and staying in hotel room myself. Six hours passed. It was Saturday. In Sunday, I continued a mixture of calls and emails. I received several returning emails reading "expect answer within 48" or "your feedback is important for us."
Then I called my credit card. I wanted to know whether I can dispute this charge. "Yes, you can," they told me. They have heard similar stories. I have 3 days from posting the charge to dispute it. Sunday evening, I got suggestion (via email) from Travelocity Customer Service to go to United and buy 2 tickets for my wife and son. Being in desperation, I did this. But my wife and my son do not have hotel. Only I do. And for Travelocity, I am traveling alone - this is why they charged me $200.00 more for ticket and hotel. As a single person, I am in different bracket. The credit we had with Travelocity? $900.00? It is gone.
The vacation package if bought without any credit would have cost us around $1,500, with credit so far almost 1,300 but my wife and son do not have hotel. After 3 days, in Tuesday afternoon, ** from Travelocity Customer Service called me. She said that after reading all my emails, she is "perplexed and lost." She would not understand what I wanted. So is the Travelocity. But there was a reason why she called. ** wanted to know whether I was going to dispute the charge as I warned them in my emails. It was all she wanted from me.
After I told her that I will not do it because otherwise I will have to cancel my vacation, she never called me again. She fulfilled her role as a Customer Service Rep. The case is closed. This is our story. We are an ordinary family living in Chicago area. My name is **. My email is **. Please, share this story with other families as a warning. I went online and found out that there are hundreds of unhappy customers because of Travelocity. Now, I am not surprised. Share!
WEB, CALIFORNIA -- I unfortunately had to cancel a hotel and airline reservation due to an unexpected medical emergency. I had called to get a refund since this was a medical emergency. Bottom line, Travelocity has not refunded my hotel expense. After speaking with both the hotel and Travelocity to verify and confirm the process that I'd have to go through to receive the refund, I ensured that every step was followed. Each time I had called Travelocity, a different representative would give me a different answer in terms of the status of my refund, and made me go through different processes to obtain my refund than originally explained. Basically, they were stonewalling me.
I have spent over 7 hours on the phone (not exaggerating one bit) with Travelocity, going back and forth between, "Wait a couple days for the refund," to "We do not handle the refunds, the hotel does," to "You need to talk with our finance dept." (who transferred me right back to the original person...)
After being disconnected twice when trying to reach a supervisor (each attempt a 1/2 hour long), the third representative finally told me that they could not patch me through with the supervisor because he suddenly became unavailable. With the fourth call, after finally reaching a supervisor (after waiting another 40 minutes), he was suddenly not able to hear me even though I was able to hear him loud and clear. This was on a land line, not a mobile phone, mind you. He had threatened to hang up if I didn't respond after 10 seconds. I somehow managed to get his attention after demanding that he call me back after leaving my number.
The supervisor was even worse than the CS reps. He had me repeat the entire story again (for the 7th time), even though all of this has been documented in their systems. He then had me on hold for a 1/2 an hour just to tell me that Travelocity cannot refund the hotel expense until the hotel itself issues the refund. This is NOT true. This is also contrary to what a previous representative had told me (that my refund should post in a couple of days - another stonewalling attempt). The hotel does not charge Travelocity the cost of the hotel stay since it was cancelled. The hotel payment was prepaid to Travelocity.
The only charge that the hotel issues is a penalty fee to Travelocity if the reservation is cancelled late. I have called the hotel multiple times, and have been told that this fee has been waived. Travelocity would not even see a charge in their systems because of this. This leaves Travelocity to issue my refund for the unused hotel stay that I paid directly to them! This has been going on for almost two weeks. No refund is on the horizon since Travelocity refuses to pay up and blames the hotel.
My word of advice to all hotels (Venetian, Las Vegas, in my case) - DO NOT PAIR UP WITH TRAVELOCITY FOR ANY VACATION PACKAGES. I will be filing a claim with my credit card company and a complaint to the BBB. I have dealt with many travel sites before, and Travelocity is the only one I would NEVER use again. I am sorry for the rambling since it is very difficult and time-consuming to put eloquently put together the chain of events that occurred. I think you'd understand if you also just got off of a 2 1/2 hour call, speaking to a person that was following a script to stonewall you, and with a terrible understanding of the English language.