http://www.travelocity.com
3150 Sabre Dr.
Southlake, TX 76092
(682) 605-3000
(888) 872-8356
How to get through to an operator
Press # repeatedly.
Overview
Travelocity has come a long way in a short amount of time. Not so long ago, I was inundated by service complaints (some the result of communication issues between outsourced agents for whom English wasn’t a first language, but others the result of apparent negligence). After adopting a service guarantee recently, however, the agency has made some significant strides toward improving its customer service experience.
If you have a customer complaint, please read this before contacting the company.
Customer service resources
Guarantee
Terms and conditions
Customer bill of rights
Customer support
Primary e-mail
memberservices@travelocity.com
Primary contact
Ginny Mahl
Vice president, sales and customer service
ginny.mahl@travelocity.com
(682) 605-3000
Chief executive (*)
Hugh Jones
Chief executive officer
hugh.jones@travelocity.com
(682) 605-3000
What others have to say about Travelocity
Consumeraffairs.com
Epinions.com
My3cents.com
This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.
* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.
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{ 10 comments… read them below or add one }
CALLED 682-605-3000 FOR THE ABOVE EXECUTIVES”.INDIA “ANSWERED AND PUT ME ON HOLD , AND THEN DISCONNECTED.
HORRIBLE Customer Service. There is no guarantee from Travelocity that they will help. Quite the contrary – they could care less. I had to explain what a Bed and Breakfast was. Missed flights. No notification from Travelocity — but the CS is by far the worst! Never use Travelocity……
Michelle and Ginny responded within an hour of sending them my email regarding the issues that I had. In addition, a representative contacted me by phone. Wow. Thank you for listening but still unfortunate it had to escalate to the point that it did….
WARNING FOR FOREIGNERS: I recently booked a trip for a Finnish friend from Finland to New York on Travelocity. Her name contains non-english characters (ö). I typed her last name as it is listed on her passport in the “Passenger Name” field.
The ticket confirmation screen showed the name correctly. About 30 minutes later I received an e-mail with the e-ticket in it. Travelocity changed her name completely and dropped the letter from her name on the ticket (international standards change the ö to an o and put a note on the ticket noting a non-english character).
I called travelocity and after an hour the customer service agent admitted that they couldn’t handle a name request such as that. They did however refund my ticket.
I wound up calling expedia to rebook the same ticket and there was no problem with the name.
I write this as a warning for Europeans from countries such as Finland, Estonia and Sweden who often have non-english characters in their names.
The problem with non-english characters in a name is interesting. I can’t believe that they couldn’t handle that issue. I hope they’ve fixed that glitch by now.
On 11/24/08 we called to change our departure flight date. Trip ID# 3830 2507 3279.
We change the date from 12/12 to 12/14. A few minutes later we received a confirmation e-mail with the wrong date 12/13.
I sent a response to e-mail address on our confirmation ,tcy@travelocity.com, and called but after over an hour we got the run around. We even sent a response in via the website “e-mail us”. No response. During the phone call a manager was supposed to call me back. No call. A week later I sent in another e-mail to “tcy@travelocity.com, with no response.
Today I called back and have been on the phone for 2 hours and counting. I’ve been dealing with Peter, a supervisor.
He informed me that none of the e-mails contained any information. How convenient! He informed me that a manager had documented a return call and left a voicemail on 11/24 at 2348. This would be to my cell phone and there was no voice mail or call logged on the electronic database thru the phone company. I last spoke with Jenny. No help. Left message for Manager to call me.
I’m unable to bring this correction and will have to cancel my trip by 12/11/08 if this can’t be corrected.
I have done everything within reason to correct this problem. Either I should receive a full refund or corrected air flight dates.
I don’t mind paying for the changed reservations, but I want to pay for the correct reservations. I’m not trying to find fault, just to correct the problem.
To recap: 2 e-mails via the website, 3 e-mails in response to confirmation e-mail and 2 phone call for over 3.5 hours total.
No response from any e-mail contacts.
Ref# 081125-000432
081209-000528
Attached are copies of the other 3 e-mails.
Colt Rhoads,
Cell# 1-714-325-1333
Per the request of another Travelocity Customer Service Representative, once again we are sending a copy of our cancellation.
We have been trying to get this Credit Card Dispute resolved for the last six months and we have spend a ridiculous amount of time sending and re-sending copies of emails that were originally sent to us from your your Customer Service Department. I do not understand why every time I talk to a different representative I am told that they have no record of us cancelling our reservation, and then when I tell them I have a copy of the cancellation they then say we did not cancel in time and then they request that we send a copy of the cancellation. You would think that a company who is in the business of travel would have record of their customer’s cancellations and reservations.
I recorded my conversation this afternoon on the 18-Dec-2008 with your representatives who goes by the name of Jack, I now have proof that your company keeps telling us that the reason we have never received a credit is because we never cancelled the reservation, we did cancel the reservation and we cancelled on time. I have attached a copy of the cancellation along with the original reservation that has the terms and agreement of Travelocity’s cancellation policy.
This is the most unprofessional business transaction I have ever experienced. If you would take the time to read the attached copy of our cancellation request that we received at the time of our cancellation you would find that it states that they would try to waive the one night hotel charge plus the $25.00 fee, if we would provide medical statement. That statement was fax to the Customer Service Dept on 07-03-2008, and now we are hearing the same thing about the medical statement that it was never received either. I have never seen a company that is so inadequate at finding their customers records, Maybe an Audit would be a good ideal.
Not only were we charged for the first night plus the fee, we were charged the other two nights totaling the full amount of the reservation of $349.79. It states right in your cancellation policy that if a cancellation is made the customer will only pay the first night plus the $25.00.
You would expect a Company who puts so much emphasis on Customer Service would at the very least offer to compensate the customer with a full refund. The only thing we received is blame, first we excuse was that we never cancelled, and then we were told that we did not cancel in time and the very last excuse was that the medical statement was never received. We keep getting a different excuse every time we talk to someone.
We are requesting a full refund for our time and hassle that we have experienced. Are time is worth more than the that the $114.00 dollars for one night plus the $25.00 dollar fee that you are stating that is non-refundable, not to mention that our credit card has not even been refunded for the two nights that it should have been, according to your cancellation policy.
Please respond to this email with in 24 hours, if we do not receive an answer with 24 hours we will seek legal council. I think that six months is more than adequate time to have resolved this and every day we are being charged interest on the unpaid amount to our card due to a credit that we have not received.
Yesterday i booked a trip from Montreal to San Diego to see my family on Xmas…
Got the confirmation on my email box and then i went out for dinner.
When i got back i found this message from Travelocity:
Thank you for booking your travel reservations with Travelocity.ca. We are unable to complete the processing of the reservation youmade on our system, until we can obtain some additional informationfrom you. We are open 24 hours a day, 7 days a week. Please call us at1-800-457-8010 and give the agent your 12 digit Trip ID JNAOSP. Your reservation has not been ticketed, so please rememberthat no fare is guaranteed until it is ticketed. Thank you, Travelocity.ca *** JNAOSP
I’ve try to reach them, several time and i’m always on hold!!!
So i need your experience on this one, how much time does it take to reach a customer rep?
Thx
I had a horrible experience with Travelocity this year–they charged my card when the reservation was made and then I was charged again when I checked out of the hotel. I’ve talked to Travelocity about having the charges reversed (after waiting for a ridiculously long time on hold), but they “haven’t been able to get a hold of the manager at the hotel.” Yeah right. To further the problem, the initial charge by Travelocity was over $100 more than what the hotel charged us; the price we would have had to pay if we had just gone through them and bypassed Travelocity. Of course, Travelocity refuses to even discuss reversing this higher charge or giving us the lower rate. Reading Travelocity’s website about their guarantees that your trip will be correct, worry free, etc., makes me a little irate, because it is absolutely not true. They made it quite clear that they were not willing to work with me and do not care about the extra time and trouble this has caused.
thank you, thank you, thank you for the contact information for Ginny Mahl. They had put incorrect location information for a hotel I booked in Seville, which caused us to lose our time there trying to locate the hotel, which was actually in the suburbs. I have used Travelocity many times with no problems, and with their service guarantee, I emailed customer care. The response obviously came from India, didn’t apologize basically said you’re back now, you didn’t call so we can’t do anything in broken English. I emailed back asking to be referred to a supervisor in their north american customer care to which they replied, we don’t have a north american operation. I was still livid a month later when I tripped across this site and then emailed Ginny. She jumped on it, they talked to their contact in Seville, and apologized for what happened and are now changing the description on the listing and thanked me for bringing it to their attention. They also gave me an $80 refund, and my faith in Travelocity has been restored. Once I could get to the right people, I had people who cared. Thanks Travelocity, you resolved this, all I wanted at the start was for someone to say sorry.