ComplaintsforTravelocity

Travel Agency

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Customer Complaint:

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Initial Complaint
04/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was hospitalized from 4/1 - 4/2 and was not able to attend my trip. The company refuses to issue me a full refund. Times is very hard right now and I work very hard for my money. I am a 20 year old college student who just wanted to enjoy my birthday. My friend is also getting upset with me because I am not able to give her the money back on my own. Fortunately, ***** has been able to help me with a refund with my flight!! Please help!!
Customer response
04/18/2024
Please help.
Business response
05/13/2024
Hi *******,

Please help us with the Extension on this case as we need some more time for handling.

BBB Case # ********
Business response
05/16/2024
May 16, 2024

Better Business Bureau
**********, **
Complaint Department

RE: Travelocity Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from *** ***************************** (BBB case number ********) regarding package reservation to *********************, MX under the itinerary 72771726244264.

Our records indicate that the traveler made this reservation on March 1, 2024: a hotel room for 4 nights valued at ******** USD; a round-trip flight with Delta Airline departing on April 4, 2024, for ******** USD. We understand *** ********************************* request for a refund because she was hospitalized before the trip started and was not able to travel.

We notice that the traveler has already requested a refund from ***** directly. Regarding the hotel reservation, we got in touch with the hotel and received a favorable response. We initiated the refund for the hotel reservation of ******** USD under the Mastercard ending with 7383. The refund will be reflected within 710 business days.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Jamyang
Global Traveler Resolutions Team

Customer response
05/16/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a Qantas airline ticket through Travelocity on September 7, 2023 to fly from *******, ** to *********** and ********* departing March 7, 2024 and returning March 21, 2024. My Qantas flight from ******* to ****** was delayed and I missed my flight from ****** to ********. Qantas was not able to put me on another flight to ******** for several days so I was forced to book and pay for another flight on my own. I am asking for a partial refund from Qantas for the flight from ****** to ******** that I missed because the Qantas flight from ******* to ****** was late. Since I booked through Travelocity, Qantas will not speak with me and the refund request must come from Travelocity. I first contacted Travelocity on March 22, *********************************************** The process of contacting them took over 2 hours since they first said that I had to be the one requesting a refund, not them, then they dropped my call. I had to call back a couple of more times before someone said they would help me. Each person I talked with put me on hold for ***** minutes and then would get back online and then put me on hold again. Finally someone told me they sent Qantas an email requesting my refund and I should hear something in 3-5 days. I have called them back several times now, each time taking over an hour for them to review their files. They will not send me a copy of the email they sent or tell me what it said.Today, April 15th, I called and after being put on hold again for 45 minutes I asked to speak to a supervisor. The "supervisor" put me on hold again and then said that he did not see that any emails were sent to Qantas on my behalf. I told him that 4 other Travelocity employees said that they could see that emails were sent, Then he changed his mind and said they were sent to the wrong email address... I am still not sure they even tried to contact Qantas on my behalf. He said he would look into it and contact me within 72 hours which is what others have said and ***** has ever called me back.The amount of money I paid for the ticket is $7947.05 which I listed below, but I am only requesting a partial refund.
Business response
04/24/2024
24 April 2024

Better Business Bureau

******, ****** & ******************
Complaint Department

RE: Expedia Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Expedia.com is responding to the consumer complaint from ************************* (BBB case number ********) regarding flight booking under the itinerary number **************.

Our records reflect flight booking from ******* to ********* and ********* to ******* under itinerary number **************. We understand ****** is requesting for partial refund for ****** to *********

Upon receiving the complaint regarding refund of booking, I checked our records about delay of your flight booking due to airline schedule change.
I contacted airline to get the approval for refund, it took some time to verify with airline.

Refund of approximately ******* USD is initiated from our end. It will take up to ****************************** your bank/card statement.
I am sorry you had to wait for the refund confirmation since we were waiting for airline confirmation. We appreciate your time and patience.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Regards,
Ashish
Global Traveler Resolutions Team

Customer response
04/24/2024
I have reviewed the business response and accept this resolution. As long as I receive the $1800.00 refund in the time they allowed I accept this resolution.
*************************
Initial Complaint
04/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked a hotel through Travelocity..They asked me if I wanted to take out the insurance on it..I did. Unfortunately ********** cancelled for 6 weeks so we couldnt get to the hotel..I called them 2 different times to reschedule the date. Never heard back. Unfortunately I think the hotel was not refundable. Then why would they want me to pay for the insurance. I didnt want them to refund my money I just wanted them to reschedule.
Initial Complaint
04/15/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Someone is using a fake name to impersonate a recruiter at Travelocity. They are engaging in fraudulent activity by pretending to be a recruiter and contacting the victims for a job opportunity that involves instructing the victims to purchase crypto from their own pockets. The victims purchase the crypto, then transfer the funds between fake workbenches and digital wallets where cryptocurrency is bought and sold. Whenever the victim completes a set of tasks, they unlock bonuses and commissions. However, when the account balance on the workbench is negative, the victim must purchase more crypto, and load it into the workbench. I realized the scam when the workbench balance was negative and didn't have enough money to purchase more crypto. The fake name the person is using is *********************************** and their phone number is ***************. I have all of the evidence on my WhatsApp and digital wallets.
Business response
04/17/2024
17/April/2024
Better Business Bureau
Travelocity - **********, *******;
Complaint Department

RE: Travelocity case #*******

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue with our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
Travelocity is responding to the consumer complaint from ***********************, BBB case number 21579798, regarding fraudulent activity.
In our records, we were not able to find any reservation, or any account related to Chima, but we understand ***** is requesting a refund for the amount of $3492.12 as a traveler because of the fraudulent activity that happened in the name of Travelocity for providing a job opportunity.

While we understand the inconvenience that you must have experienced upon reviewing and verifying, we checked that the number (+1 ************) that you have provided does not belong to Travelocity or any other partner company either.

We have also highlighted this issue to our internal teams so that people should not get trapped further by these fraudulent sites and numbers. Therefore, I request that you please get in contact with your financial institution for any further help with refunds. For future reference, whenever you face any problem related to Travelocity or any query related to bookings, please contact us through chat support, which is available 24*7 on the website or on the mobile app.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Sahib
Global Traveler Resolutions Team
Initial Complaint
04/11/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On September 26, 2023, I booked online at Travelocity for a stay at a hotel. The listing stated that there was an airport shuttle to take me to the hotel they had available. However, the airport attendant told me the shuttle service was not available anymore. I called Travelocity to refund the amount right after I booked the reservation. However, they would not agree to give me a refund and stated that because it was 11:00pm, there were no shuttles until the morning. There was no way for me to get to the hotel from the airport because it was far away. I ended up staying in the airport with my kids that night instead. I tried to work it out with Travelocity but they refused to refund it. I would like my money refunded as it was falsely advertised that the hotel provided a shuttle from the airport.
Business response
04/15/2024
BBB Response
April 15, 2024

Better Business Bureau
**********, **
Complaint Department

Travelocity Case # SF - 02712706

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from ********************************* (BBB case number ********) regarding a hotel itinerary 72665098940281.

Our records indicate that on September 27, 2023, ************** booked a hotel reservation for two adults at ***********************, *******, for One night, costing USD 270.97.

Sorry for the experience ************** had. We understand that ************** has requested a refund for the hotel booking. Upon receiving this complaint, we investigated and found ************** contacted the Travelocity frontline team on September 26, 2023, for refund request as she was not able to make it to the hotel due to unavailability of shuttle services however under the property details it was clearly mentioned that property offers transfers from the airport. Guests must contact the property with arrival details before travel, using the contact information on the booking confirmation. Front desk staff will greet guests on arrival and a roundtrip airport shuttle is complimentary to guests during limited hours. and after receiving the complaint we have tried to get a waiver for ************** however we didn't not get a favorable response so we will not be able to process refund for the booking.

We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
*************************
Global Traveler Resolutions Team
Initial Complaint
04/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On March 27th-28th I stayed at the ********* in ***********. I booked through Travelocity. When I arrived no one was at the front desk and the security guard at the club that is inside the hotel told me she had left the desk. I waited 15 minutes for her to come back. The first room I was placed in had a man sleeping in one of the beds. When I went back to the front desk I was told I was being put in a better room. The room had mold growing in serval places including the floor, bathtubs, and curtains. The tv was leaning up against the wall literally about to fall over. The chair was torn up. There was no tissue or towels in the bathroom. Just one DIRTY towel on the floor. Alive and dead bugs everywhere. No comforters on the bed. Dirt and dust everywhere. The room was literally falling apart. Pieces of the wall were coming and laying on the floor. Cigarette ***** in the sheets. The room stunk and was moist. The fridge had a Oder and was dirty. I informed Travelocity and provided the pictures. I was told that they were contacting the property. A week passed and still no word or resolution. When I contacted Travelocity again the manager ***** refused to give me a refund because nothing was wrong with the room expect the torn chair. The health department should be contacted cause that places is disgusting. It shouldnt be listed on any website or renting rooms at all. I wouldnt even allow a dog to stay there.
Business response
04/12/2024
12 April 2024

Better Business Bureau
**********, **
Complaint Department

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from Ms. ********** Gaines (BBB case number 21542226) regarding a Hotel. We understand Ms. ********** is requesting Refund for the reservation.

Upon further research, we are unable to locate a Travelocity account related to Ms. **********'s complaint. We respectfully request that Ms. ********** provides us with the Itinerary number and registered email address. The requested information will enable us to appropriately address **********'s concerns.

If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Dhamandeep
Global Traveler Resolutions Team
Initial Complaint
04/03/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I contacted Travelocity multiple times about a transaction, which I did not authorize. I reached out to them when the transaction was still in a "pending" status so that they could simply void it. At that time I was told that they didn't have the ability to void transactions, but that given the circumstances, they would refund it. Days later I received an email stating that my refund request had been denied. Travelocity maintains that, even though this was not a legitimate sale, the property involved (**************) has a no refund policy that does not make acceptations for unauthorized transactions. I did not authorize this sale, and any attempts by Travelocity or their property partner to continue to claim these funds are tantamount to theft.
Business response
04/10/2024
10 April,2024

Better Business Bureau
Travelocity - **********, **
Complaint Department

RE: Travelocity Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from *********************** (BBB case number ********) regarding booking of wrong hotel under itinerary **************.

Our records indicate that the traveler made this non-refundable room reservation to The ************** ******** for check-in on April 13, 2024, for one night under the itinerary **************, worth ****** USD. The traveler also purchased insurance for 9.00 USD for this booking. We understand *********************** is requesting to cancel the reservation with a full refund.

According to our records, our frontline agent received the waiver from the hotel via email. We proceeded with the cancellation and initiated the refund on April 5, worth ****** USD on Master card, ending with 4825, which will reflect within 5-7 business days

Travelocity wants all of its travelers to have a positive experience, so as a one-time act of goodwill, we have initiated a refund for the insurance, which is $9 USD, to the same card used on the booking.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Jamyang
Global Traveler Resolutions Team

Customer response
04/15/2024
I am rejecting this response because:
The initial charge was from back in February, and the business is saying that they will have refunded the full/total amount as of mid-April (nearly two months later). Here's what they are not addressing:
1. Their claim is that was a purchase I made, and that I also bought insurance. This is false, as I did not authorize any portion of this transaction.
2. I actually contacted Travelocity back on February 18th, while this transaction was still in a "pending" status. At that time, they could have simply voided the unauthorized sale; instead I was put through a hellish experience over the next eight weeks.
3. When I called Travelocity on 2/18, I was initially told that even though they could not void the sale, I would be issued a refund. Despite this, over the weeks that followed, I was then told on multiple occasions that they weren't actually going to issue a refund.
4. Travelocity told me that the reason that they could not issue a refund was that the property where the booking was made refused to sign the necessary waiver. However, when I reached out directly to the property, they advised that this simply wasn't true. The property then contacted Travelocity and then began the process of issuing a refund in April-- solely as a result of my own efforts.
5. Travelocity initially only issued a partial refund when the property contacted them on my behalf. It is only now in response to this BBB complaint that they are committing to refund the full amount.
6. Over the last eight weeks, I have spent countless hours of my time on the phone with Travelocity, writing emails, engaged in various correspondence in an effort to recoup the funds from a sale that I did not authorize.
I feel that the business practices displayed by Travelocity are extremely unethical, and I will never get back the dozens of hours I spent trying to keep them from essentially getting away with the theft of funds. All this because Travelocity does not allow their customer service team to void erroneous transactions. So when asked if I'm satisfied with the response from the business, the answer is unequivocally, categorically no, I am not.

Business response
04/17/2024
April 17,2024

Better Business Bureau
**********, **
Complaint Department

RE: Travelocity Case # ********

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from *********************** (BBB case number 21527133). We regret to hear *********************** did not accept our response

We are sorry for the hassle you have been through; however, we do not have the option to void a transaction once the booking is confirmed. As soon as you make the reservation and receive the confirmation, hotel policy will be imposed from that moment on. We appreciate your feedback.

We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Jamyang
Global Traveler Resolutions Team
Initial Complaint
04/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 02/21/2024 I booked a hotel room in **************** on Sunsbury Street for one night . It was in *********************************************************** for March 2nd. Without even staying at the hotel my Discover card was charcged $101 .84. When date approached, on Thursday March 29 I realized that I won't be able to stay in hotel due to Covid. I called hotel and cancelled reservation. Reservation was cancelled but they could not reverse charges because they did not charge my CC. It turned out that hotel has Travelocity credit card on file, but that credit card was not charged for my stay. Not Travelocity took my $101.84 for something that I do not know. I believe it is unethcal practice.1) I canceled 2 days ahead of time.2) I could not stay in hotel .3) Travelocity''s credit card that hotel has on file was not charged, they did not encaunter any loss 4) on the Travelocity's website they stated that charge depends on hotel policy. But this particular hotel never takes money off credit card before guest acctually stays in hotel. Hotel did not charge my CC.5) it is not just unethical practice from Travelocity, but it is also scam - taking money for nothing.6) after I canceled hotel room, I contacted Travelocity and received message that money is not refundable. I did not receive any service for this money!Please help me to reverse wrongfully taken money!
Business response
04/10/2024
10th April 2024

Better Business Bureau
**********, TXs
Complaint Department

RE: Travelocity Case #********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from *************************** ****** (BBB case number ******** ) regarding Hotel itinerary ************** .
Our records indicate itinerary ************** was booked by Ms. ****** on February 21, 2024, with Hotel *************************************************************** for check-in on March 2 and check-out on March 3.
We noticed through our research that Ms. ****** had booked a non-refundable reservation; hence, upon cancellation on February 29th, no refund was processed. To advocate on behalf of Ms. ******, we requested a free cancellation without incurring a fee from the hotel, but they remained resolute in their policy.
We at Travelocity charged Ms. ****** a card for the booking, and the amount was later processed by the hotel. We can understand the plans can change; hence, as an exception, we have gone ahead and processed a full refund of ****** USD to the original form of payment, Discover XXXX-5671, and it can take up to a 7-10 business days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
*************************
Global Traveler Resolutions Team
Customer response
04/10/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked two air and hotel packages (**************, **************) heading from ********, ****** to *********, ****** from March 31, 2024 to April 7, 2024. The hotel was at the ***********. Unfortunately the departing airport , ****************, sustained damages after a storm on Saturday (3/30/24) evening. The airport was closed untill further notice and my flight was canceled. I promptly call the airline to see what options were available. Given that the airport was closed there were no immediate travel options from the **************** due to closure. The airline offered to credit voucher with not issues. I promptly attempted to call to cancel the hotel reservation that same day prior to check in date Saturday, March 30th. I called travelocity multiple times as they were unable to get a hold of the hotel locally. I decided to call the actual ********* customer service and also emailed them multiple times. They responded by asking me to refer to my travel agent as it was booked by a third party. I then received multiple emails from travelocity stating that the hotel denied the refund and to attempt to contact the hotel myself which I did. The ********* continues to respond by asking to contact my travel agent. I am at a *********** in that I don't know how to preceed to ask for help. I am asking for refund for the hotel portion. Below are the amount paid for hotel for each itinerary and a case number that was provided by a travelocity agent that should have all calls logged. I have exhausted all options to ask for assistance which is why I decided to resort to this option.**************: $2,654.07 **************: $2,943.70 Thank you for your assistance, *************************
Business response
04/17/2024
April 18th, 2024

Better Business Bureau
Travelocity - **********, **
Complaint Department

RE: Travelocity Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. Travelocity is responding to the consumer complaint from ***************************** (BBB case number ********) regarding refund request for reservations booked with Riu Santa Fe - All Inclusive, ******************* under itineraries ************** & 72771123978014.

I am sorry about the challenges that ***************************** faced due to flight cancelation, please know as soon as **************** contacted us to inform they will not be able to check in to the reservation, we sent a refund waiver request. Since then we have sent multiple emails to the hotel. We have also tried to reach a manager at hotel however, we never received any response from the hotel team. As the payment type of the reservation Pay Now, the charging party is Hotel and any refund that needs to be credited has to be approved by the hotel.

Unfortunately, we are unable to process a refund as hotel is not responsive, While we regret that ******************************* experience was not as we would have hoped, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Thanks,
*********************
Global Travelers Resolutions Team.
Customer response
04/17/2024
I am rejecting this response because:
This response ignores the request for refund for services not provided as explaned in detail in initial comments. Travelocity once again is shifting responsibility to consumer to request refund from the hotel when the hotel defers me to Travelocity as evidenced by already provided screenshot evidence. I am once again left in limbo between Travelocity, who I paid directly, and the hotel, who doesn't want to deal with me. I am unable to accept this response as this response ignores the financial loss by the consumer. Once again, the services for the hotel were not used for unforseen and events the consumer had no control. I, as a consumer, once again kindly request Travelocity to remediate the situation to relieve the financial stress of the services that were not provided (Hotel booking for both listed itineraries). As per Travelocity customer service representative, the case listed below should detail all my exhausting effects to promptly resolve this issues with Travelocity even before the hotel check in date
Case number: S183680404

Best regards,

************************;
Business response
04/17/2024
April 18th, 2024

Better Business Bureau
Travelocity - **********, **
Complaint Department

RE: Travelocity Case # ********

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from ***************************** (BBB case number ********). We regret to hear **************** did not accept our response. Travelocity serves as a third-party intermediary for our travel providers, such as Riu Santa Fe and our customers. As an intermediary, ********************** is not liable for refunds based on the actions of the travel providers. Our Terms of Use, to which **************** agreed prior to making this reservation, makes this clear:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

Accordingly, any refund that ****** may receive must be authorized or issued by the travel provider. Here, ********* Fe is the travel provider with whom ****** made his reservation. Even after multiple attempts we are unable to obtain a refund waiver in this case. Accordingly, we are unable to accommodate their refund request. I understand that, our resolution might not as they expected, but unfortunately this is the final resolution from Travelocity for this reservation.

Thanks,
*********************
Global Travelers Resolutions Team.
Customer response
04/17/2024
I am rejecting this response because:
As mentioned previously, I have attempted to reach out to the hotel, ********* multiple times via telephone and email. I have been referred back to Travelocity to resolve the issues without success. Travelocity has mentioned they have attempted to reach out to the Hotel but I have not seen any evidence of these attempts by Travelocity other than verbal communication that such attempts will be made. I have provided screen shots emails of my unsuccessful personal attempts to resolve this issue with the Hotel, ************. I have also attempted to resolve the issue via telephone calls with the hotel without success. The financial loss is significant for a service not received. In desperation, at this time I would be willing to consider to accept Travelocity credit for the lost amount for the hotel booking on both itineraries. Ideally, I would rather have refund but it seems this won't be possible. I have used Travelocity multiple time previously. This situation will surely serve as a reminder on what travel agency I should choose to do business with in the future.

Best regards,

*************************
Business response
05/23/2024
May 23rd, 2024

Better Business Bureau
Travelocity - **********, **
Complaint Department

RE: Travelocity Case # 02667786

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from ***************************** (BBB case number 21521149). We regret to hear **************** did not accept our response. I understand that our resolution might not be what you expected but we have explained our position regarding your complaint in our previous email. Our resolution remains the same.

Keeping your best interest in mind, this is the final resolution from Expedia. We regret any disappointment it may have caused. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Regards,
*********************
Global Traveler Resolutions Team
Customer response
05/23/2024
I am rejecting this response because:
Once again there have not proved attempts that they to resolve the issue. They don't want to refund for a service not provided. It seems this will go unresolved based on the continued refusal of refund from Travelocity. This case scenario will serve as a learning experience moving forward on who to make business with when planning travels. I hope this scenario also serves as reminder for future clients to consider all these factors when making a choice on who they select doing business with when looking to book travel plans.
Initial Complaint
04/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
WE booked airfare with travelocity to go to ******* for a cruise with Silver Seas cruises. My husband was diagnosed with Pancreatic cancer and we canceled our cruise but Travelocity will not refund the cost of the business class airfare we booked.
Business response
04/11/2024
Thank you for taking the time to contact Travelocity regarding an issue with our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from ***************************** (BBB case number# ********) regarding a flight refund. We understand Ms. **** is requesting a refund for the cancelled flight.

Upon further research, we are unable to locate a Travelocity account related to Ms. ****** complaint. We respectfully request that Ms. **** provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address Ms. ****** concerns.

If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer response
04/11/2024
I am rejecting this response because: I have all the documentation necessary for this claim. My credit card insurance covered $3000 of the claim and at this point i am looking for Travelocity to refund the remaining $1,185.80. We canceled our plans as soon as my husband received his pancreatic cancer diagnosis. The stonewalling from their "customer service" has forgotten 2 important words: namely - customer and service.
Customer response
04/11/2024
My email is *************** used to book the reservation. The itinerary number is **************. The was booked on January 13, 2024. 2 Business class seats were purchased leaving from ******* - DTW to ********* - KEF. Travel on July 2 return July 14, 2024. I have been trying since Feb 15, 2024 to resolve this issue with Travelocity.
Business response
04/17/2024
17 April 2024

Better Business Bureau
**********, **
Complaint Department

RE: Travelocity Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue with our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from ************************* (BBB case number ********) regarding a flight.

Our records indicate that **************** booked a round-trip flight with Travelocity, itinerary #**************, with Icelandair Airline Travel dates of July 2, 2024, and July 14, 2024. We understand that **************** is requesting a flight refund for the cancelled flight.

After reviewing, we determined that **************** had made a reservation with Icelandair; however, the traveler had to cancel the ticket in February due to a health concern. As per the airline policy, the airfare was non-refundable.

We approached the airline on behalf of the traveler to inquire about any cancellation refund due to emergency ; however, the airline is firm about its non-refund cancellation policy.

The airline was only able to process the refund of refundable taxes in the amount of ****** USD (****** USD + ****** USD per passenger). The processing time for the amount to be credited to the **** card ending in ***** is up to 10 business days.

We have been made aware of the severity of the issue. As a valuable customer with **********************, we have processed the refund of 3970 USD total (******* USD + ******* USD per passenger) per passenger as a goodwill gesture. The refund may take up to 7-10 business days to reach **** card, ending with *****. We have also sent the receipt for the refunds to the traveler account.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,

*******,
Global Traveler Resolutions Team

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