Travelocity Consumer Reviews - Page 7

BOMBAY -- On Feb 14, Yahoo! Travel, which is backed by Travelocity, sent me an e-mail to inform me that one airline had changed departure time, so I would have to call to re-book my connecting flight. I called. I was patched through to India, and "Shaun," as he so winningly called himself, proceeded to cancel my international flight. I now have TWO internal domestic flights one hour apart, but no international leg! I have the connecting flights on the other side, again domestic within that country, but, again, NO FLIGHT BETWEEN THE COUNTRIES!

The Indian so-called "customer service reps" say they cannot do anything, that I will have to wait 24-48 hours, that I will have to be patient, that someone is working on the problem. The fact is that Travelocity's India-based customer service strategy is to make you wait on hold for hours, then do absolutely nothing. I would love to be a fly on the wall at their call center because I am CERTAIN that not one representative has a computer that does anything with reservations, so they just sit there and tell people "So sorry for the inconvenience, you will have to be patient, wait 24-48 hours, we will call you back."

IT DID NOT TAKE 24-48 HOURS TO CANCEL MY FLIGHT. Travelocity's moron customer representative accomplished that while I waited! An absolute shambles of a company with everything outsourced, scraping the bottom of the barrel for "representatives," happy to take your money and have no accountability for your booking experience and reservations.

I paid US$4000 for these flights. FOUR THOUSAND DOLLARS. And right now, because of Travelocity, I have no international flight to get to my destination. This is Travelocity's mistake, not mine. In my hundreds of thousands of air travel, I have never had any company behave in such an irresponsible, cavalier, and downright uneducated fashion.

The shift supervisor just got on the phone, and she tried to tell me that the airline cancelled that international flight! Oh my, I have never heard such lies and untruths. How far down can Travelocity go? I just got off the phone with the airline before I called Travelocity for the umpteenth time, and believe me, the airline is not responsible for canceling that flight. I WANT TO BE REINSTATED ON THAT FLIGHT that Travelocity cancelled.

I would NEVER, NEVER make a reservation with Travelocity again. I will not even provide you the details of my four phone calls over three days with their customer service department that ended up lasting over 3 hours. You would think I was crazy to keep pursuing a refund of one nights hotel stay. We were initially refused a refund because we did not provide 24 hrs notice even though our flight was cancelled due to weather LESS THAN 24 hrs prior to our reservation date.

Travelocity said they could not refund the money without authorization from the hotel and the hotel said that only Travelocity could refund the charges. I had one conference call with both Travelocity and the hotel manager in which the Travelocity representative and the manager argued back and forth about the charges and confirmation/cancellation numbers. Still didn't get any satisfaction although the hotel said they were only going to charge a penalty amount and not the full nights stay charge. They argued about who had spoken to who and what they said.

Then the representative said they would give me partial credit and that he felt the hotel manager had been lying when he talked about the contact dates and that he had a contact noted in Travelocity records for one day earlier than the hotel had noted. He said they would credit me for part of the charged amount.

I asked to speak to a supervisor. After another 20-minute wait, the supervisor came on the line and said that I had not contacted them until one day later than I actually did. I told her that the representative had already confirmed the initial call in their records - she said that note didn't exist and again offered a partial refund. I refused and will dispute this total charge with my credit card company.

Any reputable company would have done a full refund just because they had provided such unbelievably poor service, but not Travelocity. The other posts that talk about the only word they know is "NO" were absolutely right. That have no concern for providing customer service, just for making the reservation and collecting the money.

I reserved a hotel via Travelocity and paid $170.77 on the spot. Dec. 4 - Checking out of the hotel, I was charged again with the same amount of money. Dec. 14 - I sent a mail to Travelocity reporting the double-charge, to cancel one of the payments. Dec. 30 - After several mail exchanges confirming the facts, I was informed that I should get a refund on Jan. 7. Jan. 11 - 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 paid. Jan. 14 - I asked why the refund was as it was.

Jan. 18 - Anthony ** 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 negotiated 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?)

Jan. 19 - 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. Jan. 21 - Anthony **, apologizing for my inconveniences, told me to wait as he asked his manager to look into my case. Jan. 22 - Victor ** 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.

Jan. 24 - I complained about the total irrelevance of the mail sent, saying I was still waiting for the manager's proper response. Jan. 27 - Victor ** told me to ignore the previous mail, and said that his supervisor will examine the file again. Jan. 28 - I received another mail from Victor **, which says the same thing Antony ** 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 response whatever the occasion. Make your customers get sick of complaining, so as to never use Travelocity again. I had no idea.

I will NEVER use Travelocity again. Due to a schedule change via the airline we needed to make a change on the reservation. Contacted AirTran and they were wonderful and agreed to fly us to another airport so we could make the original plans we were going to Florida for. The only thing I needed to do was contact Travelocity and have them make the change (no charge) - all of this was noted in AirTran's notes.

Travelocity first said the call wait was too long, so they would get back to me in 24-48 hours. I told her that was not fine, I'd wait for her to contact AirTran. Next (after an hour) she returned and said the changes were made and that I would have a confirmation in 4 to 5 minutes. Needless to say, it didn't arrive. This was a representative from India and very hard to understand. 2nd phone call to person said it would take 24-48 for the Help Desk (No Help Desk) to get around to making the change. Said there were other reservations that needed to be done prior to mine. Again the person was extremely hard to understand, was I talking to India again?

3rd phone call - total of 1 hour and 2 minutes later, I was connected to Supervisor by the hard to understand Rep. Spoke to Supervisor (they don't have any lines to contact them directly) and received totally incorrect itinerary information from him. He told me I would hear back in 24-48 hours - stopped him right there and said no - contact your "reissue desk" now. Hold again, and finally told I would receive information and confirmation in 6-8 hours. When he told me to "trust him" I laughed and said that was not going to happen. I'm still waiting - but it did make it clear to me that I would never use Travelocity again!

So Yesterday I bought a ticket for my sister. I paid with my Debit card and I received a confirmation email from them. I printed out her "E" Ticket and I logged off so I could help her pack for her 6:30pm flight. About an hour later I received a phone call from an unavailable number. I didn't answer it in time so I waited to see if they left a message... No message was left so I didn't think anything of it.

I dropped my sister off at the airport and said goodbye. She went inside to go check in. I got a call from my sister who was hysterical saying that Travelocity canceled her ticket!! This was after they had already taken the money out of my account!!! I ran to my computer and I found an email there saying that the ticket was inactive until I called to confirm additional info.

So I called and asked why they canceled the ticket. They said because I didn't answer my phone when they called to make sure it was indeed me who purchased the ticket! I freaked because they don't indicate it on their site they have to call to confirm and they never left a message so I could have called back. I had no clue! Not to mention they SENT A CONFIRMATION EMAIL!!! Plus they should have never taken the money out of my account like they did if they were trying to be "Precautious" to make sure it wasn't someone else using my card.

So I had to buy another ticket for double the price of the one I had purchased earlier and I had to leave my sister stranded at Logan Airport! I'm in the process of complaining to them. This was their screw up not mine and the made a pregnant woman VERY mad!!!! They are going to be sorry they screwed with me! BOYCOTT TRAVELOCITY!!!

SAN ANTONIO, TEXAS -- I sincerely hope Travelocity will cease to exist so that individuals like myself will not have horrible experiences like the one I went through. The phone operators (and supervisors) are not real travel agents, just zombies following some imbecilic flowchart. They do not have the intellectual capacity or motivation to solve a real travel issue that THEY CREATED. They booked me on a cancelled Air France flight, but rather than acting like professionals and finding an alternative itinerary, they forced me into an infinite loop between Travelocity and Air France, where each company said the other company would have to make the necessary changes.

Meanwhile, I had to repeat my phone #, email, trip id, etc. probably over 50 times. I spent almost 6 hours on the phone, mostly on hold. I got disconnected numerous times, asked to speak to the supervisor at least 6 times, until I finally verbally forced the supervisor to not hang until he had cancelled the entire trip. Of course, I still have no documentation from Air France, that the trip was actually cancelled, and will be lucky if I get a refund, but at least Travelocity's site says it was cancelled. Which takes me to another point: Once the one segment (out of nine flights total) had a conflict, I was no longer allowed to view my itinerary online.

I just got a message saying to call Travelocity, at which point the operator would again explain to me that my flight had been cancelled and they would have to call Air France. Then they would put me on hold, call Air France, and come back in 5 minutes to say that the Air France lines were busy, so I should try back in a few days. Or that they would call back once they got through, then never call back. Or they would call me to say they were putting me on hold while they called Air France, then come back to say they could not get through.

Funny thing, I got through to Air France every time I called them. This went on for 3 weeks, until I finally lost my cool and managed to work my way up to some worthless supervisor who finally caved in and got through to Air France to cancel the whole trip. My lesson is, why use these services, when you can just make the reservations through the airline anyway? Not that they are perfect, but I don't see how the exact same problem could happen again. If I had done that, I could have made the changes myself. BTW, Air France seemed more competent than Travelocity, but equally unwilling to step up and solve the situation.

SOUTHLAKE, TX 76092, TEXAS -- I just got back from Playa del Carmen, Mexico July 18th, 2009, and thanks to Travelocity it was terrible trip. Let me begin from the beginning. I booked air hotel and transfers in May for myself, wife and son. When you book in Travelocity if your son is a minor you must indicate the age of the child if not the reservation does not go through. My son is 17 and legally a minor so I put him in as a minor aged 17.

The flight and transfers were great, but when we arrived at the Grand Occidental Xcaret and checked-in I was told that the reservation was for 3 people but that Travelocity said that I was going to pay for my son upon arrival. I was totally shocked and annoyed because this was not what it showed on my reservation, the front desk supervisor showed me the reservation card and that is what it said.

I would never have booked this type of reservation, I don't think anyone would have booked anything like this. Before I continue I must say that I worked as a travel agent when I was younger and I travel frequently and in my 53 years of life I have never had a problem like this before.

Well I called Travelocity and got an agent in India and she was of no help. I requested a supervisor and got another person from India his name was Stanley. To make the story short Stanley kept me on the cellphone for 1 hour and 40 minutes and basically blamed me for everything. I also had him speak to the hotel supervisor and the supervisor told him that if he gave them the Travelocity corporate credit card there should be no problem. Stanley said that he was going to get someone to call and pay.

Well I'm still waiting. I had to pay 700 dollars for my son. I was between a rock and a hard place. The supervisor said this was the 8th time Travelocity did this to customers, that it's why they demand payment upfront. Well Stanley kept giving me the runaround until I got tired and just hung up. I paid the 700 dollars and we finally checked-in.

The next morning I spoke Alonso from Oympus Tours. They represent Travelocity in Cancun and also handled the transfers. Well I'm still waiting to hear from Travelocity. I have booked with Travelocity many times before and never had a problem, but there is always a first time. I will be calling my lawyer tomorrow so I can sue Travelocity.

I usually book flights directly through an airline but booking round trip Seattle-Kansas City through Travelocity gave me the option of using 2 different airlines (Midwest & Frontier) with perfect arrival/departure times for one low price. Then Frontier cancelled my return flight a month before my trip & I received an email from Travelocity informing me I was now booked on a flight nearly 7 hours earlier than the original.

When I called the company to inform that this did not fit my schedule (after researching that Frontier had a flight available the next morning that would work), I spoke with an incredibly polite & extremely unhelpful woman in India that offered to rebook my flight to that time at a cost that would nearly double my original ticket price. After several minutes of polite apologies on her part & persistent inquiries on mine asking if she was SURE there was nothing they could do, she offered to call Frontier directly but then asked if a supervisor could follow up with me instead since Frontier's hold time was too long.

I accepted the offer then called Frontier myself the next day. They were happy to change my flight at no cost to me (since it was their cancelled flight that led to the issue) and stated if I had booked through them, they would have contacted me before rebooking the flight. Travelocity doesn't share contact info with airlines & obviously makes no attempt to contact customers in order to address situations like this. I made sure to have Frontier notate on my new itinerary that Travelocity was not allowed to change anything (in case they did actually call the airline) but I needn't have worried...

Not only had Travelocity NOT tried contacting the airline in over 24 hours, they had no mention in my reservation that they intended to. I found this out when I called to inform them that I had taken care of it myself. Lesson learned: will book through airline or reputable travel agent from now on!

In early March, 2009, I reserved a room in Myrtle Beach for 3 nights at a "discounted rate" through Travelocity and my credit card was charged. When I checked out of the motel, I was given a receipt and was shocked when I saw what the room rate really was. MUCH cheaper than the rate given to me for my "discount" by Travelocity. When my credit card statement arrived, I phoned Travelocity to discuss why their "discounted rate" was so more than what the room rate really was. I have had 6-7 phone conversations with Travelocity since. One motto I read on their website says "if it's not right, we'll make it right." NOT SO.

I have spoken with several representatives I believe from India and it was difficult for them to understand me, and I could barely understand them. I have gotten no satisfaction at resolving this issue. I was finally offered a $50 voucher for future services which I declined as I attempted to make it clear to them that I NEVER planned to use Travelocity again for ANYTHING. Two supervisors were to call me back. One called 8 days later and left a message. I have just spoken with an American supervisor and have gotten NO satisfaction with her either. All I really heard was "the motel made a mistake and should not have given you the receipt"!!!

Ironically I was sent an email customer satisfaction survey the week after the trip which I attempted to fill out three different times. But before I could get the survey completed (with almost no opportunity to "comment"), I received a message each time that the "session had timed out." I don't have a problem with folks having their "fees" but this entire thing is a rip off and I am advising anyone and everyone I can to avoid the scam. Make your own arrangements or through a travel agency if you are going to do a full trip. There is NO discounted rates on anything through Travelocity.

And should you discover their rip off tactics and confront them, you are NOT going to get any customer service and your issue is NOT going to be resolved. They will basically tell you they don't care. I am putting my 3 cents worth in at every available place to file a complaint. They are obviously not interested in my problem or resolving my complaint so I will do what I can to warn others so others can make their arrangements themselves or through another agency and hopefully, put Travelocity out of business.

We recently went on a trip to St. Louis from OKC. I only brought 240 dollars thinking that would be plenty for a 4-day trip that was "already paid for". I thought... I got to the OKC airport with nothing on our check card and we don't own credit cards, and all of a sudden we see signs that say 15 dollars a bag to bring your luggage with you (never flown before).

Travelocity don't tell you this but they do charge that amount at most airports. So right there was a 40 dollar chunk out of our pocket before we even go anywhere let alone the 40 dollars it cost to bring our luggage back with us to OKC so that's 80 dollars from 240 that left us 160 dollars for 4 days worth of food and groceries. Then I had to save 20 dollars to park my vehicle at the airport for 4 days. So now that leaves 140 dollars. We were broke before we even took a vacation. So then we get to St. Louis to pick up our rent a car from Enterprise and they want a credit card or check card that has 150 dollars on it.

Remember I said there is no credit cards and nothing in the bank so we handed her our check card and then it charges us a ISF charge on our account of 28 dollars. You talk about no communication about any of these large fees, they have before you can even start having fun on your vacation. By the time we got to our hotel it was annoying because they had to have a credit card to swipe for a 20 fee in case you had long distance calls or something. So there went another ISF charge at the bank. We ended up having to cook at the hotel from groceries at a store, stay at our hotel 2 out of 4 days to save gas money so we could get home.

By the time we got home we had like negative 49 dollars out of all of these stupid extra fees they don't tell you about. I was very aggravated with the Travelocity.com because they say it's an easy way to travel and it's not... So watch all your extra large fees the other people charge you before you go somewhere. Thanks. Aggravated with this site...