Most horrible service and support from Travelocity

  • Hi Guest, welcome to the help forum. You can get fast answers to your customer service questions here. We have a dedicated team of advocates who are ready to help. Just go to the section that matches your question and ask us!
  • If you've posted a question or issue for our advocates to assist with, please be sure to check back frequently for responses and requests for clarification.
  • Did you know you can get email notifications when something new posts to your favorite forum? It's easy. Just click the "watch" link right next to the "post new thread" button at the top of your favorite forum. The rest is easy. Now you'll never miss another conversation.
  • Want to become an expert user? Drop by the How to use this forum section and all will be revealed. We'll show you how to make the most of your experience.
Mar 14, 2015
10
5
3
72
#21
Below is the response I received from Travelocity this evening. What stands out is there is no compassion for solving this problem during our family's very difficult time. They cite all of the rules, yet do not admit failure on their end. They even question the long wait times as if we did not wait long enough. I think a total of almost six hours waiting is excessive.

As the CEO of my company, I would do anything to keep my customers happy. Travelocity does not seem to have those principals. As we grieve about the loss of our young daughter, Travelocity, the company with no heart, has just made this grieving worse.

Harley

March 16, 2015

Re: Travelocity Case: O-94423

Dear Mr. Harley Feldman,

Thank you for contacting Travelocity and giving us the opportunity to address your concern.

Our records indicate on January 26, 2015, Mr. xxxxxxxxx purchased a nonrefundable flight with American Airlines from Phoenix, Arizona, to Shanghai, China, departing February 27, 2015, and returning back to Phoenix, Arizona, from Beijing, China, on March 9, 2015, via itinerary number xxxxxxxx.

We understand from your complaint, due to a death in the family, Mr. xxxxxxxx was unable to utilize his flight for the original departure date of February 27, 2015. You have advised, you as well as the customer, contacted Travelocity’s customer service department on the night of February 27, 2015, to receive assistance with changing the departure date. However, due to the long hold time you were unable to reach a representative to rectify the matter, and subsequently purchased a new reservation for Mr. xxxxxxxx to travel to China at a later date. You are requesting Travelocity refund you for the unutilized reservation as well as the additional cost you incurred upon purchasing a new flight.

Due to the high travel season and weather related issues around the world, hold times to reach a travel specialist are longer than normal. Travelocity works diligently to ensure the best possible customer experience when contacting our Customer Support department and regret that the longer than normal hold times did not reflect the service you have become accustomed to.

According to the flight information provided by American Airlines, Mr. xxxxxxxx’s flight was scheduled to depart at 1:20AM on February 27, 2015. The airline has advised the reservation was cancelled at that time due to the customer’s no show for the flight. Although we understand an emergency prevented the customer from boarding the flight, the airline requires that all flights, that will not be utilized, are cancelled prior to departure in order for the customer to retain a future travel credit with the airline. According to your complaint, you contacted Travelocity the evening of February 27, 2015, which at that time the reservation had already been cancelled by American Airline.

Per our documentation, on March 13, 2015, you contacted Travelocity’s customer service department regarding the aforementioned reservation. At that time you were informed no refund would be provided for the new tickets you purchased for Mr. xxxxxxxx.

On March 16, 2015, we contacted the airline on your behalf to request a refund for Mr. xxxxxxxx’s unutilized reservation. The airline advised, although the customer was marked as a no show, and the reservation should have been suspended with no remaining value, they allowed Mr. xxxxxxxx to retain a credit valid for one year from the date of purchase. In addition the airline provided contact information for the customer relations department so Mr. xxxxxxxx could request a refund for his unutilized flight due to a family emergency.

We regret any inconvenience this situation has caused. Travelocity works hard to answer all calls in a timely fashion, however, we are unable to determine call volume at any given time and request customer’s stay on the line to speak with a representative for imminent travel issues. We are unable to provide a refund for the aforementioned issue, however, we would request that Mr. xxxxxxxx contact American Airlines’ customer relations department to request a refund for his flight. In addition, as you may know, whenever an itinerary is purchased on Travelocity.com, we act as the agent between the client and the vendor. The vendor providing the service provides all the rules and regulations that governed any transactions made on our website.

As indicated on the Terms and Conditions of your Travelocity Flight Protection, Stonebridge Casualty Insurance Company underwrites this Protection Plan made available through Travelocity, and is administered by BerkelyCare, a division of Affinity Insurance Services, Inc.

We understand your frustration and wish we are in a position to do more however; we need to comply with the rules and restrictions of your travel insurance.

In matters such as these, we strongly encouraged that you coordinate directly with BerkelyCare regarding your questions or claims at 1-800-954-4968 (Monday to Friday : 8:00 AM to 10:00 PM EST: Saturday: 9:00 AM to 5:00 PM EST).

If you have any further questions, please respond to this email or contact our Customer Service Department at 1-800-881-7420. Our agents are available 24 hours a day seven days a week.

Address:

AA Customer Relations invites customers to send comments or inquiries via mail or email.

U.S. Mail

American Airlines Customer Relations
P.O. Box 619612 MD 2400
DFW Airport, TX 75261-9612

Overnight Mail

American Airlines Customer Relations
4255 Amon Carter Blvd. MD 2400
Fort Worth, TX 76155-2603

Email AA Customer Relations: https://www.aa.com/contactAA/viewEmailFormAccess.do?eventName=customerRelations

Ticket# xxxxxxxx
Confirmation# xxxxxx

Sincerely,

Lauren Bravo

Tier 3 Customer Service
 

JVillegirl541

Verified Member
Nov 21, 2014
3,698
3,563
113
#22
"In March 16, 2015, we contacted the airline on your behalf to request a refund for Mr. xxxxxxxx’s unutilized reservation. The airline advised, although the customer was marked as a no show, and the reservation should have been suspended with no remaining value, they allowed Mr. xxxxxxxx to retain a credit valid for one year from the date ofpurchase. In addition the airlineprovided contact information forthe customer relations department so Mr. xxxxxxxx could requesta refund for his unutilized flight due to a family emergency. "

Sounds to me that this is good news ? American Airlines is going to allow a credit for the unused ticket, good for a year from the date of purchase.
While they won't refund the second ticket or give a cash refund, the value of the ticket will be available for future travel... Sounds positive to me!
 
Likes: Grant Ritchie
Mar 14, 2015
10
5
3
72
#23
There are two problems with their response. First, the refund is not guaranteed. Her boyfriend must apply to American Airline for the refund at their discretion. He has no need of a trip to China within the next year. Second, the only reason I purchased the second ticket is the fact that Travelocity did not answer the phone after almost 6 hours of trying. It was due to their terrible service that caused me to buy the second ticket, a position they refuse to acknowledge.
 

JVillegirl541

Verified Member
Nov 21, 2014
3,698
3,563
113
#24
I know this is not the reply you hoped for. Until he applies they can't give him the credit, but they seem to be saying they are willing.

The credit would not be for travel to China, normally these types of credits are for the "value" of the ticket to be applied to other travel.

They are saying he needs to contact their "customer relations" office, this IS GOOD. But he apparently has not filed a claim himself, you have been running interference for him. And no they do not appear to be willing to refund the extra ticket you purchased.

He should apply as directed and attach a copy of the letter sent to you with his claim.... This is a start!
 
Last edited:
Likes: Grant Ritchie
B

bodega3

Guest
#25
They have left the ticket number open for reuse within one year to any destination AA flies. They are also saying that you can now send a letter, explaining the situation and see if they will refund...which couldn't be done with an invalid ticket number. You should not use the ticket value for another ticket if you are requesting a refund and only do so if the request is denied.
 
B

bodega3

Guest
#27
Yes, it is.

It is important to note that even if Travelocity could have been reached, they would have had to contact AA to see what could have been done for the passenger. But in the future, any restrictive ticket needs to be canceled prior to the departure of the flight and the carrier can do that by calling them. The agency doesn't have to be involved. I know that the hope was to cancel the outbound and get reacommodated with the same call. For an agency to do that without calling the carrier, it means starting from the beginning and a new reservation has to be made and a change fee charged. Only the carrier can approve just rebooking the outbound flight, what the fare will be, if it remains the same, additional money had to be collected, if a change fee can be waived and a code is then given to the issuing agency to handle a ticket exchange. All that takes time.
 
B

bodega3

Guest
#28
Also, I have to say that reaching these OTA's in an rushed situation seems to be very difficult. Agencies I have worked with get calls all the time from frustrated bookers with OTA's. We can't do anything and feel badly, and what is even harder to get, is the fare paid isn't any better than what we would have gotten and we service our clients 24/7.
 
Likes: Grant Ritchie
Jan 8, 2015
1,156
1,260
113
45
#30
While Travelocity certainly failed in the customer service department, it seems American is going well beyond what is required.
I have to disagree. Travelocity went to bat with the airline and managed to get the airline to issue a credit for the no show ticket, and then passed on the information that that a credit could be applied for.

Given that the funeral date and time was known, the boyfriend could have tried to make the changes before, and likely would not have had an issue doing so. The problem was that he waited until after he was supposed to have flown out before attempting contact. I know that when you are disbelief, shock, denial, and many other emotions that there are certain things which you do not think about, but the boyfriend would have had to have packed and complete other preparations as well during this difficult time.

I look at the letter as a positive and see a potential resolution in the works in the form of a refund for at least the original ticket. If not a refund, at least there will be a credit for a flight.
 
Likes: Grant Ritchie
Mar 14, 2015
10
5
3
72
#31
I found this laptop tweet by my daughter's boyfriend which he sent when we were in the middle of trying to get to Travelocity. Note this wait (one of several) was already over 50 minutes (phone being held by one of my daughter's girlfriends). Does this look like the tweet of someone being served by Travelocity well? Does their response to me signal any kind of compassion in our family situation or is it the greed of a large non-customer oriented company?

upload_2015-3-18_8-35-37.png
 
Jan 8, 2015
1,156
1,260
113
45
#32
Harley, I have read through this thread a half a dozen times now, and believe that your frustration and anger is misplaced and that you should take a step back and allow your daughter's boyfriend to appeal to the airline for a refund of the original ticket.

Why do I say that the frustration and anger is misplaced? Lets look at the facts. The ticket was technically non-refundable, but could normally be changed with a fee and paying the new price, if not changed for free given the unique situation. However, this needs to be done prior to the flight. By your own admission, and confirmed by the letter from Travelocity, you did not attempt to make contact until after the flight was supposed to have departed. The boyfriend should have been the one who made contact with Travelocity or the airline prior to the flight and asked for the changes to be made. I also noticed that you do not display this anger toward American Airlines, despite them being the company that the flight was booked through.

You took it upon yourself to pay out of pocket for the new ticket, which is admirable and shows your love for the boyfriend. However, I am still trying to figure out WHY you believe Travelocity owes you for this new ticket. If anyone owes you it is the boyfriend, because he was the one who did not contact Travelocity nor the airline prior to the flight leaving, and him being declared a no show. You want Travelocity to compensate you for something which it had no control over and which it was not involved in any way. (the new $2,300 ticket) I firmly believe that them contacting the airline for you and securing at least a credit, and giving the appearance of hope for a refund on a non-refundable, no show ticket does show that someone there has compassion for your plight.

I'm going to sound mean here, but you said that this was a greedy company. I'm not sure why you would say this, considering what they are trying to do for you with the airline. To put this into perspective, I do not see you lashing out at United for not being compassionate and not offering a free flight for the boyfriend. I don't see you lashing out at the school for not being flexible with regards to the schedule. I also don't believe you ever lashed out like this at anyone involved with your daughter's funeral. After all, following the logic you are using with Travelocity, everything should have been no cost, and in fact they should take company funds and pay you above and beyond. I don't believe you feel this way because you understand that companies which provide products must charge for those products in order to stay in business. Continuing to attack a company for something it had no control over will not help you, and will only serve to increase your frustration. (Trust me when I say getting frustrated over and over about the same thing only serves to hurt more than help. I have several years of therapy to back this up with)

Please understand that I have no idea what you are going through emotionally and that my intention was not to attack you, only to point out the facts as a bystander. I sincerely hope they find the person responsible for your daughter's death and that this person earns a special place in hell for what they have done. I also hope that you, your family, and your daughter's boyfriend can heal with time.

-Mike
 
Jan 8, 2015
38
23
18
66
#33
Harley, I have read through this thread a half a dozen times now, and believe that your frustration and anger is misplaced and that you should take a step back and allow your daughter's boyfriend to appeal to the airline for a refund of the original ticket.

Why do I say that the frustration and anger is misplaced? Lets look at the facts. The ticket was technically non-refundable, but could normally be changed with a fee and paying the new price, if not changed for free given the unique situation. However, this needs to be done prior to the flight. By your own admission, and confirmed by the letter from Travelocity, you did not attempt to make contact until after the flight was supposed to have departed. The boyfriend should have been the one who made contact with Travelocity or the airline prior to the flight and asked for the changes to be made. I also noticed that you do not display this anger toward American Airlines, despite them being the company that the flight was booked through.

You took it upon yourself to pay out of pocket for the new ticket, which is admirable and shows your love for the boyfriend. However, I am still trying to figure out WHY you believe Travelocity owes you for this new ticket. If anyone owes you it is the boyfriend, because he was the one who did not contact Travelocity nor the airline prior to the flight leaving, and him being declared a no show. You want Travelocity to compensate you for something which it had no control over and which it was not involved in any way. (the new $2,300 ticket) I firmly believe that them contacting the airline for you and securing at least a credit, and giving the appearance of hope for a refund on a non-refundable, no show ticket does show that someone there has compassion for your plight.

I'm going to sound mean here, but you said that this was a greedy company. I'm not sure why you would say this, considering what they are trying to do for you with the airline. To put this into perspective, I do not see you lashing out at United for not being compassionate and not offering a free flight for the boyfriend. I don't see you lashing out at the school for not being flexible with regards to the schedule. I also don't believe you ever lashed out like this at anyone involved with your daughter's funeral. After all, following the logic you are using with Travelocity, everything should have been no cost, and in fact they should take company funds and pay you above and beyond. I don't believe you feel this way because you understand that companies which provide products must charge for those products in order to stay in business. Continuing to attack a company for something it had no control over will not help you, and will only serve to increase your frustration. (Trust me when I say getting frustrated over and over about the same thing only serves to hurt more than help. I have several years of therapy to back this up with)

Please understand that I have no idea what you are going through emotionally and that my intention was not to attack you, only to point out the facts as a bystander. I sincerely hope they find the person responsible for your daughter's death and that this person earns a special place in hell for what they have done. I also hope that you, your family, and your daughter's boyfriend can heal with time.

-Mike
I disagree. During this terrible time, they spent over 4 hours on the phone trying to contact Travelocity. That's simply unacceptable, regardless of the merits of the case. This whole issue should have been dealt with quickly on the first try. Instead, it's caused endless problems and uncertainty.
 
Mar 14, 2015
10
5
3
72
#34
Today, I found that Travelocity has a heart. Tier 3 called me today to offer exactly what I had requested, essentially a refund for the second ticket that I purchased for my daughter's boyfriend. Apparently my request went pretty high into the Travelocity organization for this resolution. I think they realized that my situation was pretty unique, and they wanted to do the right thing.

I don't know how much the Chris Elliot site and influence had on this decision, but I appreciate all of the support by Chris and the regulars to this site. It was very encouraging to see so many people support my efforts, and now there is a successful resolution. Thank you!
 

Grant Ritchie

Dependable adequacy :-)
Oct 1, 2014
1,592
1,020
113
#35
Today, I found that Travelocity has a heart. Tier 3 called me today to offer exactly what I had requested, essentially a refund for the second ticket that I purchased for my daughter's boyfriend. Apparently my request went pretty high into the Travelocity organization for this resolution. I think they realized that my situation was pretty unique, and they wanted to do the right thing.

I don't know how much the Chris Elliot site and influence had on this decision, but I appreciate all of the support by Chris and the regulars to this site. It was very encouraging to see so many people support my efforts, and now there is a successful resolution. Thank you!
Yay! Congratulations, Harley... and thanks, Travelocity.

Grant :)