Travelocity

CALLED 682-605-3000 FOR THE ABOVE EXECUTIVES”.INDIA “ANSWERED AND PUT ME ON HOLD , AND THEN DISCONNECTED.

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….

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.

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.

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.

I work for a hotel and the level of service is just as bad on the other side of the fence.I’ve never dealt with people with such a bad sense of customer service.
So, going back to March of 08 Travelocity owes us over 10K from reservations. They switched us from a payment system where we charged their credit card for payment to a system where we have to invoice them. This would have been fine had I been notified. When I called last year to ask what was going on I was told that I needed to invoice them. So I did…and never heard back. I have been emailing since January (most of the time receive no response until I verbally berate someone), I’ve also faxed in copy’s of the invoices 4 times. Finally in June I told our marketing manager that I was going to cancel any future business plans with them if I didn’t hear something back. I was then told we would be getting payment shortly. Wise to their game I called billing just to confirm that they were planning on cutting us a check and guess what… no one had any idea what I was talking about. So I went around in circles again and was asked to again fax the invoices in. finally, after I emailed a number of people in billing along with my marketing manager I was given an answer. They were going to need 7-8 weeks to process the invoices. When I replied that all things considered they should be able to do better than that for us and asked to be paid in 3-4 weeks I got no response.
I will definitely NEVER book though Travelocity and as soon as I can I will make sure to completely disassociate our company from their sites.

after reading these horror stories , I wonder about educational level and trainning these compnies use with their personnel. Having dealt with hotwire and hotel.com , ithink i would personally rather deal withthe hotel itself

I’m Stephanie Johnson recently I booked a round trip flight to Manhattan KS from Dallas Tx. using Travelocity customer service agent over the phone. I got the flight info and the agent asked whether I would be using a credit card or debit card. I used my debit card that is linked to my personal checking account. The flight was booked the approval confirmed with an email from Travelocity, with my travel itinerary. The drama unfolded five days after I purchased and had returned from my trip, Travelocity failed to deduct the charge of $479 plus $25 fee from my checking account at the time the approval was given over the phone. As a result of this negligence my checking account was overdrawn and I have to pay my bank over two hundred dollars in overdraft fees. Travelocity emailed me an approval confirmation at the time my debit card was charged, the negligence occured when Travelocity failed to disclose to me at the time of my purchace their practice of waiting five days to send the charge receipt to the bank if I use a debit card. I was notified by my bank of the overdraft that occurred as a result of Travelocity charge hitting the bank five days later. I contacted Travelocity by phone and was told by several supervisors to go fly a kite. I contacted my bank and Travelocity on a conference call, a rep from my bank witnessed Travelocity attempting to place the blame on my bank and me. Travelocity stated according to their policy it takes five days to process debit card purchases.
I advised Travelocity that I had a confirmation email that stated in plain english that MY TRANSACTION WAS APPROVED, and NOT PENDING APPROVAL WITH A FIVE DAY WAIT TO SEND THE RECEIPT TO MY BANKING INSTITUTION. Travelocity rep refused to speak with me was rude, hung up the phone, and very argumentive. What bothers me the most is that first of all I’m a mother of three small children and don’t have money to throw away because of a company fails to disclose its business practices. The trip I booked to Manhattan Kansas was to say goodbye to my husband that was deployed from Ft. Riley Kansas to war in Iraq, how can a company continue to operate and thrive using these types of tactics to book flights? Its no secret Travelocity is a billion dollar company booking hundreds of thousands of flights daily globally, how can an organization of this size fail to do its due diligence to keep consumers well informed. I’m very unhappy that Travelocity got my money, I tell every body I know to not use Travelocity. The Indian customer service reps are not human, they do not respect Americans and have not grace when dealing with human beings. I’m the wife of a United States Soldier my only endeavor was to see my husband before he’s shipped out to fight for freedom. Shame on Travelocity, I anticipate looking into legal action if Travelocity continues to ignore my requests for remedies.

Stephanie Johnson
940-442-8909