I booked a flight on Travelocity from Istanbul to Genoa, paid to have the tickets sent to me by FEDEX. 2 Weeks ago I received an email telling me the airline had not confirmed my flights. After $318 of phone calls from Australia being placed on hold for 53 minutes at one stage I still have no idea if I have a flight on not. They will not speak to me email me or call me.

I purchased 2 airline tickets from Travelocity through their online service on September 25th. These were round trip tickets departing from Ciudad Juarez, Mexico (El Paso, Texas border) to Mexico City on December 23 and returning on December 27th.

Both tickets were charged to my Chase Visa credit card and paid in
advance.

Travelocity provided me with multiple online confirmation emails as well as a Travelocity trip ID. The most recent confirmation email was sent by Travelocity and received on December 22.

On December 23, upon arriving at Juarez International Airport, I was informed by the Check-in agent that without a paper ticket I would not be able to board the plane. According to the agent, the ticket did not show up as paid on his system and neither my confirmation number nor the online reservation printout would be sufficient. The agent informed me that the ticket showed as "not paid" on his system and that I needed to go to the Azteca Airlines ticketing office in the airport "to try to solve the problem".

Upon arriving at the ticketing office, the ticketing agent once again reiterated what the check in agent had informed me; that I would not be able to travel unless I paid for the tickets again. The agent called Azteca Airline's customer service line to reconfirm the information she had on her system and subsequently informed me that what she had on her system was
accurate. She then informed me that I could use one of their phones to call Travelocity which I immediately agreed to. The agent called another airline employee to lead me to another office to use the telephone.

I tried Travelocity's customer service number multiple times to no avail. No Travelocity agent ever answered. The airline employee informed me, in the meantime, that if I "did not pay for the ticket at that moment I would not be able to board the plane and also that all remaining flights were booked", which meant I would not be able to take my trip.
He then left my wife and I where we were. We had to find our way back to the ticketing office.

Once back at the ticketing office, the agent asked if we were going to pay for the ticket or miss the flight leaving me certainly no other choice but to hand my credit card again. The total charge was 7,574.30 pesos, which is roughly 700 dollars. I was given a receipt and then informed that I needed to rush otherwise I was going to miss the flight.

My wife and I were forced to run up the escalators and then ask the security check point officers if we could cut to the front of the line, which was very long. We just made it into the plane.

Once I arrived in Mexico City, I contacted Travelocity to inform of the situation as well as seek for reimbursement for my ticket. The first agent I spoke deeply regretted the situation and informed that I would receive reimbursement. However, he informed me he needed to speak to his supervisor first. I was left on hold for 35 minutes and then the call "somehow" got disconnected. The entire call lasted 1:11 minutes. I called back immediately and was on hold for 12 minutes before an agent answered. After explaining again what had occurred, to my surprise, I was informed by the agent that "2 paper tickets" had been delivered to my home through FedEx and that those tickets should have been used to check in. Additionally, I was informed that a "C. Savino" had signed for the package. No "C. Savino" lives in my residence. I asked to speak to a Supervisor and requested that it be quick as I was calling long distance. I was left on hold for 27 minutes before an extremely rude and difficult to understand supervisor came on the line simply to inform that no refund would be issue as I should have had the tickets in my possession for check in purposes. I tried to explain the situation again but again, I was abruptly interrupted and informed that no refund would be issued. The call was ended. The second call lasted 52 minutes. Both calls totaled 2:03 minutes and cost $61.50.

I have purchased tickets as well as a vacation with Travelocity multiple times over the course of the last year and a half. I am absolutely disappointed and traumatized by the horrifying travel and customer service experience.

The credit card used to make the repeated purchase was the card I had brought to pay for the travel expenses thus greatly limiting my ability to use it for trip expenses. In addition, the poor customer service treatment received by Azteca Airlines employees on such difficult and psychologically straining situation was absolutely unacceptable.

I vouch not to ever use Travelocity or Azteca Airlines again and hope both companies re-evaluate the communication between themselves as well as the handling of such situations. Travelocity's Customer Service Department is unprepared to handle urgent customer service situations. I hope no other passenger goes through such ordeal.

I have filed a complaint with the Better Business Bureau as well as the U.S. Department of Transportation. In addition, I will be contacting the Attorney General.

My consumer rights must be respected.

Do not ever use travelocity. There 100% guarantee is a joke. They can't even get their own service right. Too many "technical" difficulties and incompetent customer service people. The hold time on the phone is outrageous...

I booked a $5400 trip to Hawaii for myself and my family through this company on October 25th, 2006. I tried to book everything myself on the website, but the promotion code would not work. I called the customer service # and had to have them book it. This process took 1 HOUR even though I had already spent all the time researching and planning on my own and all their service rep needed to do was plug in the flight #s and hotel info that I gave her. I had even picked out the seats on the plane... ridiculously long processing time for her to take an hour. I even had to remind her that we had upgraded our rooms as she was just going to take the first thing that came up.

At the end of this hour long process with the rep, the promotion code STILL did not work and then I had to pay almost an $11 booking fee (for work that I had done myself). I had to make sure she notated my file to process the $100 refund and then issue me the $200 future promo code credit. When they finally gave me the credit, then refunded a credit card I used 8 months earlier on a different trip!!!

Even after all of this hassle, I was still pretty happy about getting our trip taken care of. That is, until the next day!! When checking the website the next day with my trip id # I was unable to find my trip. I called the customer service # and was unable to locate it via the voice response system. When I got through to an agent I was treated very poorly. I was left on hold for over 15 minutes even though he had already taken down my credit card information that I had paid with to supposedly check what was going on. During that 15 minute time span, he never checked back with me to let me know what was going on...was he even working on it?? was he on a break?? who knows???

After becoming fed up with this unprofessional treatment, I hung up and called back. The lady who then helped me still could not figure out what was going on. She did keep me informed while she was checking on things, but I was left feeling like there was a PROBLEM. I contacted my credit card company to confirm that the money had been authorized and it had been.

The supervisor told me to contact their consumer relations dept and they would make it up to me! WHAT A JOKE!!

After 6 weeks, no one called me and I still could not access my trip info. Wondering if we still had a hotel resv ( I already confirmed w/ the airline) I called in to Travelocity again. After another hour long phone call they finally fixed their "technical" problems of giving me a recycled trip id. I still can't view it.

Their idea of making me 100% satisfied is giving me a credit of $50 on a FUTURE trip! WHO CARES!!! I want to be satisfied on this trip. They couldn't even offer us a show ticket or any other comp. Why would I ever want to use them in the future.

USE SOMEONE ELSE!!! The little bit of money you may save over expedia is so not worth the stress of wondering if they are going to mess something up.

This company is a joke, i paid for 3 flights for me and 2 friends, 4 days later i get the email confirmation stating that 2 of us are on the flight together and the third has been chaged without our permission or knowledge!! it took me a further 5 days 25 phone calls to try and get it sorted and it still isnt, i have been hung up on, i have had 4 call back requests ignored i have been lied to and to make it worse no one is taking ownership of my issue!! i have written them a letter asking for comphensation and have had no response! the call centres are all based in India so every time you call its a totally different person who always claims that the previous person you where speaking to has gone home for the day.

This company has no idea about customer service, once they have your money they dont want to hear from you! the only reason i phoned the call centre was the website advertised price would go up by £50 when you would try to book!!

Another holiday i had booked with them completely lied about the hotel location, it claimed to be 500 metres from the main station, what it failed to tell you is that the 500 metres is over water onto a little island which i wouldnt drive through at night let alone walk from the wahrf!!

Absolute disgusting in every respect steer clear from travelocity!