July 6, 2011

To whom it may concern:
On Friday, June 24, 2011, I made a two night hotel reservations through Travelocity for Quality Inn, Niceville, Florida (Check in June 30. Check out July 2, 2011). The agent took my Visa Debit card #, booking dates, and email address and told me the card would be charged immediately. I was ok with that. When the reservation was complete, the agent asked if she could give me the confirmation number. Because I was driving, I asked if the confirmation could be sent to my email. She stated yes and confirmed my email address. Later Friday evening I checked my email, but Travelocity had sent no confirmation number. I called Travelocity back to notify them that I had not received my confirmation number. The agent I spoke with at that time stated that he did not see a reservation, but still give the confirmation 24 hours to clear. On Monday, June 27, 2011, I decided not to travel during the holidays, so I called Travelocity back to cancel the reservation although I never received an email (I knew the reservation must be canceled within 24 hours). The agent at this time stated she did not see a reservation made under my name. She asked for my email address and card number again to make sure nothing was reserved. She stated nothing was showing up. On Wednesday, June 29, 2011, I called Travelocity again to make sure there was no reservation because I was sure that I would not be traveling to Niceville, Florida on Thursday. The agent this time was a male. He stated there was not a reservation under my name. I clearly asked if our conversation was being recorded (When calling Travelocity the recording states that the conversation is being recorded for quality purposes). He said yes! I asked again for him to repeat that no reservation was made in my name using the card number that I gave the Travelocity agent the first day of contact. He said again no mam. At that time, I was convinced that I would not be charged for a room.
On Tuesday, July 05, 2011, I checked my monthly online bank statement and it displayed a draft posted on July 4, 2011 from Quality Inn, Niceville, Florida. I immediately called Travelocity again and spoke with an agent name Rhonda. She and I talked over fifteen minutes trying to figure out why my account was draft for $115. 54. Rhonda asked me to file a complaint, but I really wanted to talk with a manager. She transferred the call to a manager name Dean. Dean reviewed all my information again, but nothing was solved. He called my bank to confirm what I said was true. He also called the hotel in Niceville, Florida for details. During this time, I was on hold. Dean than switched back to me and stated the manager at the hotel confirmed there was a reservation made and a charge was applied to my card because I never checked in. It sounded as if Dean was not going to solve this very inconvenient matter, so he gave me the hotel manager’s name and phone number to call for myself.
I called Quality Inn hotel manager Berry to get a better understanding as to what may have happen on their end. Berry stated that a reservation was made through a travel agent, but did not have an address nor contact number of the travel agent. He did provide me with a confirmation number that the travel agent sent the hotel during the time the reservation was made. The reservation number is 70186492. I than called Dean back at Travelocity to inform him a reservation was made and a confirmation number was given. Dean asked me to fax or email a receipt showing the draft from my account which I have enclosed in this letter.
I am asking that you please investigate the problem and reimburse me the full the amount drafted from my account. I will also be forwarding a copy of this letter to Consumer Complaints Agency, the National Quality Inn Customer Support, and the Travelocity Complaint Board, the Better Business Bureau, and the Travelocity Headquarters.

Thanks,

LaSonja Graves

What customer service?? I booked 7 people to Las Vegas three months in advance. One of our books is in the reserves and had to go back to Iraq during our vacation. I called Travelocity and asked if they could simply change the name to another person who could take his spot !

They said absolutely not. I would have to cancel the book and pay a additional $519.00 for the new person! I said you are crazy. I asked them if they had anybody I could talk to who may be sympathetic to our problem? They said no.

So I called the airline and said they said no problem. All I had to do is pay $50.00 plus any change in the airfare. I said cool. They asked me who I booked the package with and I said Travelocity. They said no way... use another company in the future!

LOL Beware!!! I guess they could not care less about our boys in Iraq??? By the way, the guy on the phone barely spoke English!!

We bought round trip tickets from San Juan, PR to Denver, CO. To Denver we flew Airtran, to San Juan US Airways. On way back US Airways told us we never paid for ticket, we had paper tickets in hand, payment confirmation and online flight check in papers. US Airways would not talk to travelocity when we called, nor would they believe us we paid. Husband is in the military and was being recalled 24 hrs from then and we had to get home, we paid $1, 108 for two one way tickets so he can leave for work.We got home, husband left for 2 weeks on recall, it took me 30 min to explain to Indian representative that we were home & paid for new tickets bc we NEEDED to be home!!!we could not wait for a flight 10hrs later. Travelocity does not know where the money is, wont refund us until they get feedback from Airtran and US Airways. they told us it would take 15-30 day, day 32 came and they told us bc multiple airlines are involved it will be 60-90 day!!!WTF it is not our fault that someone lost our payment info for tickets. worst customer service and customer skills by the representatives.

I'm in the middle of a 3-week long customer service case with Travelocity, and I just have to say that their customer service system is horrible, and because of that, in the future I would only use Travelocity as a last resort.

What happened in my case is that I made a hotel reservation though Travelocity, and upon check-in, the hotel gave me rates different than what Travelocity quoted me. I had no reasonable choice but to accept the room rates at check-in, and work to resolve the discrepancy later.

So upon returning from my trip, I communicated with both Travelocity and the hotel and determined that Travelocity sent the hotel the wrong room rates. Travelocity agreed that this indeed occurred, but even so, it took a long time to convince them, and now taking a long time to get my refund of the amount I was overcharged.

It's been extremely frustrating working with Travelocity's customer service department. Even though my case is still open, let me tell you so far why Travelocity's customer service is so horrible.

- When you contact them by email, their email customer service agents can only give you scripted responses, and are incapable of providing any real service. If you need anything more than a scripted response, they require you to proceed by phone.

- When you call them, you're put on-hold waiting for an agent, and then the agent gives you the same scripted responses that the email agent gave you, and if you want more than a scripted response, you're put on-hold for a long time while they try and find someone who can actually provide more than a scripted response. It's a huge waste of my time.

- When I ask their email email agents to call their own phone support agents instead of me having to sit on-hold, they say that they can't. Unbelievable! They're incapable of communicating with other branches of their own customer service system!

- Every time you talk to someone, either via email or phone, you have to start all over again, explaining everything, and hearing all the same scripted responses, and repeating the same responses to their scripted responses, before you can proceed further.. More waste of my time;.

- I've asked them many times to escalate my case to someone who can actually help me, but they completely ignore that request, and continue giving me scripted responses and no real help?.

- They asked me to fax them my hotel invoice, which I told them I will fax within 5 minutes, which I did, and days later when I followed up, only then do they tell me they didn't receive it, . This went on several times/. I ended up faxing the document to them 5 times before they finally told me that they received it/.

- When they tell you they'll call you back, it never happens'.

- They've told me "I assure you, we'll have this resolved today", but that is far from true.

I booked flight from Kuwait to the United States through Travelocity. Several days later Delta sends me an email saying my Kuwait departure flight has been cancelled. I was currently in Iraq in a location with minimal support, so no direct ability to call customer service and intermittent email ability. I had my wife call Delta to confirm this, and was referred back to Travelocity. Several calls and emails later there was still no resolution so I asked for a partial or full refund. Travelocity would not refund anything of the $1800 fair. I explained that this was a business trip that I had to fly on the dates I bought the ticket for, but this did not matter to Travelocity. I was forced to book tickets with an airline that could get me from Kuwait back to the United States on schedule. Still Travelocity keeps my $1800 without so much as offering any concession or any type of refund. It should be fraudulent for them to charge a fair, then through no fault of your own the airline cancels the flight a little under two months before show time. My first time ever using Travelocity and my last time. I assume they knew I was in Iraq and nothing I could really do about them keeping $1800.