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Business Profile

Travel Agency

Travelocity

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Important information

  • Customer Complaint:
    Due to the volume of complaints filed against this business, BBB only publishes the details for 25% of the total complaints filed.

Complaints

Customer Complaints Summary

  • 670 total complaints in the last 3 years.
  • 169 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/15/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Did search for all inclusive properties only - Chose Westin all inclusive based on price given with these criteria (Westin, All-inclusive) Arrived at Hotel and told we did not purchase all inclusive. Despite the argument, we paid the ******* to receive all inclusive amenities as we were traveling with other couples. It seems this EXACT thing happened to another couple, as they heard us arguing with front desk staff and they came over to explain the same thing happened with them. please see screen shots of supporting documents.

    Business Response

    Date: 03/23/2025

    23 March 2025

    Better Business Bureau
    **********, **
    Complaint Department
    RE: Expedia 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 a package reservation. We understand **** requested a refund for the amount that was charged by the hotel for adding an all-inclusive option.

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

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

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

    Customer Answer

    Date: 03/31/2025

    The email address requested from Travelocity to make the reservation in question was 

    **************************************************

    Customer Answer

    Date: 04/21/2025

    Hello,

    regarding the correspondence with Travelocity to this case, I provided the email associated with the reservation as requested on 3/31/25. I have not heard anything from BBB or Travelocity since this time. Can you please advise?

    Thank you,

    **** *********

    Business Response

    Date: 04/23/2025

    23 April 2025

    Better Business Bureau
    **********, **
    Complaint Department
    RE: Expedia Case # ********

    Dear Better Business Bureau,

    Thank you for forwarding the consumer rebuttal from **** Boulanger (BBB case number ********). We have reviewed the documentation provided by ****.

    According to our records, **** booked a package reservation with ********************;and a hotel stay at The **************, including a shared shuttle, under Itinerary 72998851199417 for a total of $3,120.78 USD. **** is requesting a refund as the hotel did not honor the all-inclusive room option.

    We understand the hassle this may have caused. After a thorough review, we can confirm that the property **** booked does offer all-inclusive options. 

    The property provides the flexibility to book each room type with or without the all-inclusive package, and the traveler must select this option when making the reservation. 

    However, the specific room type **** selectedClassic Room, 1 King **** Balconydoes not include the all-inclusive option. The reservation was made without the all-inclusive package and includes only the basic amenities associated with the selected room type.

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


Travelocity is NOT a BBB Accredited Business.

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