Complain about a product or service

Travelocity - Cancellations

Sharon of Conyers, GA November 6, 2009

I was unable to make a flight on Travelocity in April 2009. I called Travelocity the day before travelling, as required to cancel the flight. When I called to re-book a couple months later, I was told that I had not shown up at the airport so the airline would not honor the reservation, therefore I would need to book and pay for another trip. Apparently the Travelocity agent made a note on the file that I called to cancel, but he noted that I needed to call back after speaking with someone regarding the travel insurance I had purchased.

Since I did not call back my reservation was cancelled. Question: I told the agent that I had purchased Travelocity's travel insurance and he directed me to a representative. Why didn't he tell me that I must call back after speaking with that person? For what purpose would I need to call him back anyway? I had already explained that I could not travel on that day. Speaking with the insurance company would not change my mind. If I had not mentioned that I had insurance would my reservation still be cancelled? No-one can answer that question despite several calls to Travelocity.

Perhaps I should have just kept quiet as the agent did not ask me - I volunteered the information. If I had said nothing about the insurance, my cancellation request would have been granted. Then some time later I could havee called back to speak with an agent. Question: Why would I call the day before departure, explain my situation, and then agree to call back and not do so? Additionally, how does speaking with an insurance agent affect the reservation? Either the insurance is going to cover the lost portion of the reservation or it will not. Either way, I would still receive some form of reimbursement from Travelocity. The insurance would either cover me for the 150 cost to make a change or it would not.

The fact is - I called to say I could not travel on the day I was suppossed to. I told the agent that I would call again when I knew when I was travelling. Unfortunately Travelocity do not have a record of the call but if they use simple logic they will realize that I did the right thing by calling and it was their agent who made incorrect notes in the file.

I had to purchase new tickets to Jamaica at a cost of 600. Travelocity offered me a 50 voucher only after I argued for an hour with them and spoke with two supervisors. I have not used that voucher.

Glen of Lynn, MA September 22, 2009

in september of 08 me and my wife booked with traveocity for a trip from boston ma to grenada and had to change our departure dates due to a death in my family they told us that we had to contact an airline that had nothing to do withour trip and to send the paper tickets back to travelocity we sent the tickets back and called the airline that they told us to call they had no idea what we were talking about so for less headache we put the trip on hold and spoke to I have no idea how many people at travelocity who dont understand english over in india or some place outside the us they told us the process to re booking and then we tried to re book they told us we could not and that our paper tickets expired and over the phone is never good in a situation like this they told me that I lost my tickets and they would be refunded well the tickets never got refunded and i didnt know so as time went by august of this year 09 I got a call from travelocity saying I had a trip ID # well I'm a busy person and didnt know that travelocity Via american airlines was going to give us a credit I called them back in wonder what it was all about they said because we didnt claim the credit by 8/27/09 we lost them and the 2700 it cost me in the begining

I was told that the money would be refunded and now they have a new ssong to sing I have to say that I travel all the time and I will never use this service ever again in my life and suggest that you dont either its not the first time that nthey screwed up my plans on time i did electronic tickets and went to the airport to find no reservations tickets I was non existant to them I called travelocity they had me on a flight the next day after telling me that I never had booked a trip I didnt pay anyextra but it was the point that I lost the option to put in a bid on a lage government job overseas more money MY WORDS ARE DO NOT EVER USE TRAVELOCITY you can get the tickets just as cheap at the airport book in advance I was on there site to price check 9/22/09 a trip from boston ma to grenada travelocity price 727 aa price 315??? go figure and I dont have to deal with some one who hardly understands english so and I said NEVER USE TRAVELRIPOFFCITY THE WILL SCREW UP ON SOMETHING BECAUSE THEY DONT LISTEN TO THE CUSTOMER BOOK WITH THE AIRLINE ITS CHEAPER AND IF A PROBLEM OCCURES THEY ARE MORE THAN WILLING TO HELP YOU THE CONSUMER NOT SOME GUY IN INDIA

Sherry of Plattsburgh, NY September 22, 2009

I made airline and hotel reservations for an upcoming surgery. I am a member of both AOL and Travelocity. My surgery was cancelled due to insurance issues, and I understand the airline does not give total refunds, but does give a credit. However, under normal circumstances, an individual is able to cancel hotel reservations up to 6 pm the night before and while this was cancelled on 9/8/09 for 9/21/09 - AOL/Travelocity is refusing to refund any or all of the hotel expense. Where did my money go? This was beyond my control and I feel very unfair. I can provide medical documentation that the surgery was warranted and that the doctor was disagreeing with insurance coverage. I have the surgery rescheduled now and I need this money. It is bad enough to lose the airfare cost to a significant degree, however I do not feel I am being treated fairly here, especially when I am sure the hotel did not lose one cent and rebooked the room.

I have been charged over 700 for airfare and hotel accommodations that I was unable to keep, this is causing undue financial hardship for me as I have two surgeries to face, one in October and one in February and will be out of work. I need this credit.

Michal of Kingston, PA September 15, 2009

I recently booked a trip through the Travelocity website to include flight and hotel. Within a day I got an email stating that my trip could not be ticketed and I needed to call customer service immediately, which I did. I spoke to a representative who stated that we had been bumped to a later flight that would make us miss our connecting flight but she would call the airline to get us a new flight that would allow us to make our connecting flight. After being on hold for 20 minutes she came back and told me that things were taken care of.

Shortly after I received an email confirming the flight change. Later that night I received a call from customer service stating that my flight still could not be ticketed. They told me that my reservation had been canceled and that I should book another trip with different flight plans. Stupidly, I did as they advised. Immediately after the second booking I called customer service to be sure that I did not have reservations for 2 trips to Rome. A very nasty customer service representative told me that I DID NOT have 2 trips to Rome and that things would be OK.

The next day I received the same email as I had received the previous day stating that my trip could not be ticketed. I repeated my call to customer service. I was told that my flight was not able to be scheduled and I needed to call back later. I asked this person to please confirm that I did not have 2 trips booked. He came back to the phone and told me that I did, in fact, have 2 trips booked and that he would work to get one refunded without penalty.

After several times on hold he told me that I had only been billed for the hotel portion of the first trip since the plane tickets never came through. Needless to say this was not true. I had been billed the entire 3800.00 for the trip and they were only agreeing to refund me 692.00 of a trip that they could not provide airline tickets for. The same event happened with the second trip as well. It could not be ticketed and they told me that there would be a 3100.00 cancellation fee.

They advised that the way to remedy the situation was to book a 3rd trip. I'm not that stupid. They finally agreed to refund the entire cost of 1 trip for which I have no written confirmation because "they have no way to provide that". I filed a formal complaint with my credit card company who is forwarding it to their fraud team. As I sit here typing this I have 7600.00 billed to my American Express Card that Travelocity can't provide tickets to honor and refuses to refund.

Simon of Laval, QC September 12, 2009

Even if travelocity has the cheapest flights do not book with them. I book with them 2 tickets to Rio for the Star Princess March 18.2009. Arriving at the airport I found out that the outgoing flight was cancelled back in february, I called travelocity customer service, they are in India a sub contractor for travelocity, I was tyold that the emailed me the change. I never got anything of the kind, lucky enough the airline got me 2 seats 3 days later in time to catch the ship in Buenos Aires. I had a return with United wich at that time was still confirmed,

I tried many times to contact by email travelocity to reconfirm my return, I called from mexico. this got me nowhere exept that I've learned from United that Travelocity cancelled the return trip. Upon arrival in San Francisco I had 2 buy 2 tickets and pay on the spot. I got only the run around from travelocity.

A very bad experience for any traveler, so dot not look for problems DO NOT BOOK travelocity (by the way they are part of SABRE CRS system wich is part of American Airlines). Lost 3 days cruising plus I had to purchase 2 airline tickets 600, 50 in international phone calls, and instead of visiting places I had to waiste my time and money trying to contact Travelocity

Mark of Kansas City, MO September 12, 2009

I booked a flight and when I received confirmation the flight times were changed. They agreed to cancel my flight but I didn't receive a credit for my cancellation insurance. The agent agreed this would be refunded as well. I will never use this service again. These folks are way behind on technology and customer service.

Clifford of Brier, WA September 6, 2009

Last year I booked a United Airlines flight through Travelocity from Seattle to Cleveland and back traveling in December of 2008. I was going to attend a neice's college graduation but she partied too much. I canceled it more than a month before the flight, through Travelocity's web site. I specifically remember agreeing to a 150 penalty which should have left me with a 319 credit. Well, I just tried to book a flight, again through Travelocity on United, again to Cleveland. I emailed Travelocity and asked how to apply the credit and received no answer. I then called and got a "Victor" who said that I had a credit of 319 and forwarded me to an agent, "Lynette", to apply the credit to the flight I had resevered. She said there was a problem with the credit and to call United Airlines. Oh boy, you know where this is going!

I called United and they said they had no record of the credit and told me to call Travelocity. I again called Travelocity and was told they had no record of the credit! She told me she would call United and after about 5 minutes she came back and said I took the flight!! I was dumbfounded and asked to speak to her supervisor. She put me through to "Victor", probably but not sure the same one, who checked and said that yes, indeed, I took the flight! After I started getting heated up, he said he would call United. After about 5 minutes, he came back on and said that United told him I flew the flight!! In other words, he told me to f%*@ myself, they were keeping the 319. So I lost. I encourage everybody to avoid Travelocity. Deal directly with the airlines. You can use the Travelocity site to review flight options, but then go directly to the airline to book. Reading through all these comments, this is apparently a normal way of doing business for Travelocity.

Tara of La Quinta, CA August 18, 2009

On March 2nd I cancelled my flight reservations with the understanding that by canceling I would only have 140 credit even though I had spent over 500 for my tickets, I agreed and was told by Frank that I needed to call them to retrieve my credit. I was never told my credit would only be good for plane tickets

Carolyn of Euless, TX July 31, 2009

I was delayed 7 1/2 hours at DFW Airport because Travelocity said I had no reservation. Therefore, AA rescheduled my flight reservations to LAX instead of PHX. The flight to Kona Hawaii Airport was delayed also for 2 hours when I arrived at LAX. I was scheduled to arrive at Kona Airport at 01:55pm. I arrive in Kona at 10:30pm Hawaii time.

I had to pay a penalty for flight change which was not my fault but Travelocity's fault. I paid an extra 50.00 which must be sent back to me.

michael of riverdale, MD July 26, 2009

The flight going to las vegas was fine. Time to depart las vegas .Arrived at the air port on time for my flight. Just to find out the plane was cancelled. called travelocity about the incident. Asked them why I never received an email for the cancellation. the agent for travelocity said continental airline never reported the cancellation. Because of this incident I had to come out pocket to pay for an extra night in the hotel and for taxi services to and from the airport to the hotel.

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