I booked three tickets and mistakenly used my sisters maiden name instead of her new married name. I contacted Travelocity and was told they could not correct her name. I had to cancel her trip and buy another ticket. This is what I did and of course the ticket was higher. Travelocity assured me they would refund the amount of her pervious ticket within a 30 day period. Four days later as she was looking at her bank statement she showed me where she was credited back and then recharged on the same day for the canceled ticket. This is only the beginning of a nightmare. I called and talked with two different agents, both telling me that Travelocity had not charged her for an extra ticket, they suggested that her bank possibly had mistakenly done it and that she should wait a few days and see if the credit had been returned and if not to contact her bank before calling them back. By that time is was time to leave on their trip. First I could not print off the broading tickets for my brother and sister-in-law. The site continued to say "See airport agent". Ok, so we did. My brother was no problem, but my sister-in-law had no ticket. Travelocity has canceled her ticket, even though when I checked the itinerary on line both names were there. My sisters name was on the ticket. What a screw up. Thank goodness for the Delta agent going up and beyond her job. She contacted Travelocity and was told that she would have to cancel the ticket for my sister and purchase another ticket for my sister-in-law. This truly preplexed the agent and she asked for a supervisor. They put her on hold. In the meantime she was trying to correct the situation through Delta. She was able to take care of it before a supervisor ever came on the line. After almost 45 minuets at the desk, broading passes were issued and they were finally on there way to security along with everyone else. This was not a small airport and by the time they passed through and reached their gate, it was too late. They missed their flight. Now my sister was on board and flew as scheduled. She had to wait 4 hours at the destination for my brothers arrival as it was his timeshare they were going to. When you call Travelocity, you get to talk to someone in India, sometimes their English is understandable, but most of the time you must ask them to repeat. Try to get a supervisor on line is a major time consuming task. Why can't there be someone in the United States to talk to? Today I called to complain about the above situation, in India, and again was put on hold many times and finally was able to speak to a supervisor. The overcharge is still not taken care of and I had to fax details to their consumer relations dept.. Also, all I got for all the trouble that they had caused was "I'm sorry". I'm sorry to say that travelocity will be the last site that I will use in the future.

On March 1, 2009 I made an on-line reservation through Travelocity for airline tickets to Puerto Vallarta. The selected airline was Mexicana Airlines and we were to fly June 6th. I paid for the tickets and for a flight cancellation insurance policy.

In April, the governments of the United States and Mexico, along with the Center for Disease Control and the World Health Organization all issued travel advisories against vacation travelling to Mexico due to the recent Swine Flu outbreak. Mexicana announced that it would issue refunds to travelers wishing to cancel their trips.

My wife and I made the decision to cancel our trip. Our two young daughters, who were to travel with us, had pre-existing medical conditions that could have been complicated by a swine flu exposure and a quarantine preventing re-entry to the U.S.

I contacted Travelocity Customer Service by phone, requesting to cancel. Travelocity was unable to contact Mexicana and suggested that I try to contact them directly. For ten days I tried to call Mexicana using every telephone number I could find. The recorded “All circuits are busy” message was the only response I could get. Finally, I was able to make contact, only to be told that I could not cancel my reservation, only my agent, Travelocity could. The Mexicana customer service agent was rather brusque and could only repeat the same answer to each question I posed. When I asked to speak with a supervisor, I was told that none were available, ever!

Frustrated after speaking with Mexicana, I contacted the insurance carrier, Berkely Care (owned by Travelocity and underwritten by AIG) to file a claim and retrieve the cost of my tickets. After explaining the situation with the insurance company, I was immediately told that my claim would not be honored because “disease” was not a covered item. I hadn’t even filed the paperwork or pediatrician statement yet!

Angry at the treatment I received at the hands of Travelocity and Mexicana, I filed payment disputes with my credit card company, American Express. I also initiated complaints with the Better Business Bureau.

Several calls between me and Travelocity ensued, with no resolution. A few days later, my wife received a phone call at work from an individual representing herself to be an employee of American Express. This individual wished to resolve the Travelocity (but not Mexicana) payment dispute and release the funds for payment to Travelocity. My wife forwarded the call to me. I spoke to the person and recognized the same East-Indian accent that all Travelocity Customer Service agents seem to have. This person again represented herself as an employee of American Express and wanted to resolve the Travelocity payment dispute. I asked her if she really was an American Express employee or an employee with Travelocity and she assured me she was with Amex. I asked her for a call-back number which was refused. I told her I was sure she was a Travelocity employee and she told me, “We are one and the same.”

I asked her to clarify for me that she was stating that Travelocity and American Express were the same company and she said, “Yes, that is true.” Truly amazed at this statement, I asked to speak with a supervisor and was of course, refused. When I accused this individual of making a fraudulent statement for the purpose of coercing me into releasing my payment dispute, she back-tracked with another gem, “We are affiliated companies.” I hung up and contacted American Express.

There has been no contact with Travelocity since, other than an indirect suggestion through the BBB complaint to tell me to file a claim with Berkely Care. I found this amusing because Berkely Care had already told me, “Don’t bother.” They have not responded to my letters. I never did receive any airline tickets.

Mexicana patently refused to get involved. They denied each request for a refund or modification, pointing me back to Travelocity.

Travelocity denied me a valid refund of over $1600.00 by purposefully denying information to me, and ignoring my communications with them until after their self-imposed period of limitation had expired. Then they acknowledged my complaint, and proceeded to move slowly. Later, they falsified information to make it appear as if I was the party who was at fault. Let me explain this in detail.

In January of 2008 I made plans to meet my wife, who was a Nepalese citizen and living in our house in Nepal, for a vacation in Bangkok in late March of the same year. I was teaching at an arts high school in San Lorenzo, CA, and I made a reservation and bought a ticket through Travelocity, to fly to Bangkok via Hong Kong and back again. However, on February 22nd of that year, my wife died in a car accident. I cancelled the trip that night and tried to use the credit for a flight to Kathmandu. However the trip reservation as arranged by Travelocity fell through while I was at the airport (San Francisco International), and I ended up paying for the trip myself.

Due to legal complications arising from the settlement of our estate, I had to quit my job and go to Nepal for an extended period of time. I came back to the US in early April, and on April 20th of that same year (2008) I flew back. Again I tried to use the Travelocity credits, but the reservation did not work again, so I ended up yet again paying for the one-way ticket myself.

I was now living in Nepal full time, trying to protect the house I bought over there, along with bank accounts and other assets from unscrupulous family members. Around June of the same year, aware that I was going to be in Nepal for quite some time, I started calling Travelocity to request a refund. Here is where the problems started. Travelocity, first of all, has customer relations times from 7AM to 7PM CMT. Nepal is roughly 12 hours ahead of Central Time, so those times translated from 7PM to 7AM. We did not have, nor was it available until early in 2009, long distance service from our house, nor internet service. I had to call from ISD/STD shops, where long-distance service is available. There were several problems. First of all, they are open from 8 AM to around 8PM, which gave me roughly one hour a day to call. Second of all, Nepal has had, like many countries in the world, an acute electricity problem, and there are rolling brown-outs many everyday, further compounding calling as many of the lines are Internet based, or the shops simply closed as they could not operate computers which people rent by the hour, the shops’ main source of revenue. In the winter we had 16 hours a day of “load-shedding, ” as these brownouts are euphemistically known as. Still I tried to call once or twice a month, which was all I could manage. Often I would wait twenty-five minutes or more on these pay phones, as the toll-free numbers (and collect numbers) did not work from abroad. A few times I was connected with representatives, who said that they would have to get back in touch with me. As I did not have a phone number which they could reach me at, just a mobile number (which in Nepal are very difficult to reach from abroad) I gave them my email address ([email protected]) to reach me at. They never emailed me.

Finally in early 2009 I started emailing them, again explaining the problem, asking for a refund. Each time it was as if they had never heard of the situation before. It was not until March 3rd of 2009 - fourteen months after the ticket was purchased on my Chase Bank - Amazon.com Master Card - that Travelocity emailed me back with instruction on which documents to supply them with at their Texas headquarters. Even then they said nothing about their one-year time limit on refunds, nor had they said anything before that. I sent the documents later, about one week afterwards. They never acknowledged receipt of these documents. It was not until June of this year that they acknowledged this, and sent the information on to Cathay Pacific, the carrier. Cathay bounced it back to Travelocity, stating that as Travelocity was the ticketing agent, they were responsible.

Then finally, last week, in a phone conversation with a representative, I was told that it was too late, and that the window for refund had passed. I am firmly of the belief that Travelocity knowingly delayed responding to my phone calls and giving me information on what documents to send to them to process my refund request. I finally spoke to a manager, Victor, who claimed that in a phone call they told me, in November of 2008, to send a death certificate, marriage certificate and a copy of her ID. This is a flat-out fabrication. The first information I received from Travelocity on what to provide them with, as I stated earlier in this letter, was in March of this year. So they have also falsified information in order to make it appear as if they had proceeded in a due fashion. I am not a wealthy individual, and had they told me what was needed in November I certainly would have provided it then. Then in an attempt to pacify me they offered me a 100 dollar rebate. In a not very polite email, I told them what they could do with their rebate.

I am writing this letter, again as a complaint against what I see as Travelocity’s willfully negligent and misleading business practices. Their aim is solely monetary. My aim was to gain a refund, due to the death of my wife, and this company took advantage of my difficult situation to bilk me out of what should have been a normal business transaction. Perhaps there are other consumers who have had a similar experience with Travelocity.

David Hammerbeck

After searching for several days for the best price I could get a 5 star hotel for, I noticed the "Top Secret" option. It offered a 5 star hotel for $88 and a 4 star hotel on the same street for $45. I purchased the 5 star, not caring what I got as long as it was 5 star. As soon as the purchase was complete, it revealed my secret hotel and said "you are confirmed at this 4-star hotel". I just went through the process to purchase a 5-star hotel, not a 4-star. I confirmed on the main site that the hotel I got was NOT a 5 star hotel, so I called to get the error corrected in some way. Well, after speaking to the customer care representative and her supervisor, I was told that there was nothing that could be done. The purchase was final and if they cancelled the reservation, I would still be out my money. Wow!! I believe this could be called false advertising! This is not my first time purchasing hotels using this process, but it was the first time using Travelocity... and my last!

For months I was planning my honeymoon vacation with my husband and so we planned a 6 night vacation to Hawaii. It was going to be our first time traveling to Hawaii so we were very excited. Until a week before us leaving my Dad passed away and with all my everything I needed to be at the funeral so we called Travelocity and asked if we could change our travel date for one day and they said no.


We told them that there is no way we could fly and all they said they can do is give us an $800 refund. It was my Husband that made the first call so I decided to try and call again, I began to cry and explained the situation and then he said we can change the date for a $900 dollar fee and a $150 dollar fee just for them to change the travel date. So we had no choice but to agree. On the trip when we got to the Hotel the peopel at the front desk told us we were supposed to arrive yesterday and that they never received any kind of fax from Travolocity letting them know we're staying for one extra night. Then we had to call Travolocity again so we were on hold for maybe a half hour or more... all these people say is "sorry for the inconvenience" but they don't do anything to help you out!!! We called a number of times and once my full charged cell phone battery died on me while I was on hold with them! The Hotel had to put us into 3 different rooms because of them! To this day I don't know exactly what happened if they notified them or not, the hotel did let us stay an extra night so I'm guessing they did but I'm never booking through them ever again! This was just plain ridiculous!