And, as luck would have it, weather did cause severe delays and cancellations all weekend long. My flight connection in Newark, NJ was going to be missed, so I called Travelocity and explained the situation. They said to "work it out with the airline"; so, I did. Next the whole flight got canceled, so again I called Travelocity and was told, "work it out with the airline"; so, I did. Continental put me on a US Air flight going to another nearby city (Greenville, NC).
Later that evening, that flight was canceled, too and it was announced that no other bookings would be issued until the following day. I was also told that the earliest time I would get to Norfolk, or Greenville, would be after 9:30 AM the following morning, which was too late for my appointment. So, I called Travelocity to get my money refunded to me only to find they had already canceled my reservation and confirmation number.
Travelocity said they were not responsible for weather delays and cancellations and that all ticket sales are non-refundable. I reminded them that that stipulation was only valid if I canceled my own reservation, which I did not do. Then, they told me it was the airline's issue and I would have to get my refund from them. I tried that, but Continental said I purchased the ticket from Travelocity, so the refund was their burden.
I called Travelocity back and they again, told me to work out any refund with the airline. So, I asked them to re-book me on a another flight, then. Their response was that because my reservation had been canceled, I would have to pay a new booking fee, which would amount to almost $1500, even though THEY were the ones who canceled my reservation, unbeknownst to me!
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Company responses
Travelocity operates in Canada illegally. It will not book Canadians to Cuba because of some draconian American law. Flash: Travelocity should not be operating in Canada for this reason alone. I call upon all Canadians to give Traveloc ity the boot.
TRAVELOCITY IS A SCAM!
I booked a flight overseas and had to change the original date to a later date. I actually got to speak to an american agent and she said they could change the trip date to a later date as long as it was scheduled before the original date to depart. Ok, so when we decided which dates were good we called Travelocity back. unfortunately, I have been on the phone for 2 days straight asking for an american agent and been hung on on at LEAST 20 times. When I call back they blame it on a "bad connection". I am almost out of time to reschedule too. This is a total scam! I am trying to dispute this charge with my federal credit union. Has anyone here disputed and gotten their money back ???
This was the worst experience i have ever had with a travel agent. It was apalling and completely unacceptable. I called initially last Wednesday regarding a flight that had changed (see attached). The guy I talked to put me on hold then told me that he was having a hard time getting through to the airlines so someone would call me back within 72 hours for a resolution.
Nobody ever called me back within 72 hours, which is completely unacceptable, so my wife called again Saturday afternoon. After spending an hour (mostly on hold) with her, she said that she couldn't change our US Air flight to a later flight because an error message came up. Then I called back around 2 o'clock, and spoke to a guy named Justin. He understood our problem, and said that he would make a conference call with American and US Air, resolve the situation and call me back within an hour or so. He never called me back.
So, around 4 o'clock I called back asking to speak to Justin. Ashley, who I was speaking with, said he couldn't connect me with Justin, which I find unacceptable because he was the one working on the case and promised he would call me back. At this point I was extremely upset. I could not even get a phone number to upper management to voice my displeasure, and Ashley told me that the 1-800 number was the only number that I could call. I let Ashley take the wheel and work on my case. 2.5 hours later, after being on hold several times and having a conference call with American Airlines, nothing had been resolved. American and I kept telling Ashley as well as Ashley’s supervisor (who had gotten involved by then) that the problem was not with American, and that I just needed a later flight out of San Juan with US Air or someone else. You all kept blaming American and telling them it was their problem and they needed to resolve it when it was clearly in American's guidelines that they were not responsible for the flight change because Travelocity used multiple airlines for booking. Then, after being on hold for another 45 minutes or so, Ashley's manager offered a flight out of St. Croix on Friday night. I told him this wouldn't do because we had lodging and a car booked for Friday already, but he didn't care. It was that or a refund. No other options. We were very upset and disappointed but accepted it because he said it was our only option, being that we didn’t want to rebook our flight (all other available flights were much more expensive). So, Ashley’s manager said he would call back when everything was confirmed. He called back after 9 pm and said that the booking agent at the airline was closed and there was nothing he could do until Monday. Ashley’s manager lied to us. We called both airlines and the booking agents said that they are open 24 hours a day, 7 days a week. Not only do your service representatives not call back when they say they will, but they are liars! We wasted our entire Saturday afternoon/evening talking to these people and getting nothing resolved.
Anyway, we called US Air directly after this, and told them all of the problems we were having with Travelocity, and if we could book a connection later that day out of San Juan. They immediately helped us with our situation by booking us on a later flight. This is the only thing that we had been asking Travelocity to do for hours and days, which they could not accomplish for us. By the way, as of 3:30 PM EST Monday, Travelocity has not called back, which they promised to do on Saturday night.
I will reiterate that this is by far the worst customer support/relation situation I have been involved with in my life, and I will never use Travelocity again. Furthermore, it’s apparent that you outsource your customer service agents to a foreign country and they are very hard to understand. Not only the dialect, but the telephone volume was very low on their end.
Furthermore, I intend to do everything in my power to let everyone I know through word of mouth, Facebook, Twitter….you name it….that Travelocity has no business being in this business.
Sincerely,
What customer service?
I tried to cancel a hotel in Ireland and the Travelocity Customer Service Intl. Number didn't work; so I spent an 1/2 hr. on my own phone trying to reach a domestic number. Couldn't ever reach them so I called the Airport Holiday Inn directly & they said only Travelocity could cancel. Of course, I was charged for not cancelling my res. Jacki Cantu in reservations was the rudest "customer service" person I've ever dealt with.
Cancellation without notice
On January 21, 2011 I made reservations via Travelocity for a flight to Singapore on May 28. This weekend (May 21) when I attempted to arrange seats or print an e-ticket, I was told my flight did not exist. This morning (May 23) I was told by Travelocity's customer services that the reservation had been cancelled "and you will not be charged." That doesn't help -- I no longer have a ticket to Singapore!! Now I have to attempt to find another ticket, quickly, at a much greater price!
The second time I spoke with a supervisor today, he claimed that Travelocity attempted to contact me on January 21 to tell me the reservation was cancelled. But my contact information in my account is all correct -- and other than the original confirmation, I received neither a phone call nor an email about a cancellation.
I have kept the email copy of the January 21, 2011 reservation, including the charge to my credit card.
This mistake by Travelocity will cost me considerable money for a new ticket.
NEVER USE TRAVERLOCITY!!
THIS COMPANY WILL SOON BE BANKRUPT... PEOPLE WILL FIND OUT HOW BAD SERVICE THEY HAVE.. AND THOSE INDIAN CALL CENTERS DON'T KNOW ANYTHING ABOUT YOUR PROBLEM... DO NOT GIVE THEM YOUR CC INFO... YOU WILL HAVE A NIGHTMARE ON YOUR HANDS...THIS IS A RIPP OFF...
Companies who STEAL & use Indians in Call Centers should be Boycotted,
I am so sick and tired of fighting with Indians who constantly say "I understand" when they clearly do NOT understand ANYTHING you are saying! I paid for my luggage both ways on a flight to Las Vegas and back home. I needed to add a bag to my return flight and they tried to tell me that I would need to go to Delta and pay for my bags..AGAIN. No refund from THEM, just repay for the first bag! The story changed to, well you didn't pay for the bags the first time...which I DID, because if I had just gone to the airport and checked my bag, I wouldn't have been charged by the airlines. I've flown on countless flights booked through Travelocity...this will be the last! What a night mare! Frankly I think using foreign call centers should be ILLEGAL!!!!!!!!!!!!!!!!!!
bizarrely--after i made a change to my schedule, I started getting travelocity calls to my home number. These customers some from as far as Turkey were calling my number instead of travelocity. I could not find out how this happened
Incompetence
Had to cancel flights April 2009 due to the swine flu scare. Contacted Travelocity to use the credit April 2010 and was told I was 9 days late and that they could not help me. I asked them why they had not sent me a notice of the expiration coming up and they had no explanation. I called the airline (CO) directly and had no problem using the credit. Why support an incompentent "service" provider?
