ComplaintsforTravelocity

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is about Itinerary ************** I cancelled the ticket from itinerary (**************) within 24 hours (as stated by Travelocity's policy for a full refund) but because of a glitch on Travelocitys website, the cancellation didnt get through to ****** Airlines. A Travelocity agent told me about the glitch over the phone, after speaking with the Travelocity back-office team on 1/1/2024. She contacted ****** Airlines about a refund but the latter declined.The ticket cost $1,692.40. Travelocity refunded only $250. I have contacted Travelocity several times between 1/1/2024 with no resolution. On 3/16, I was told I would hear back within 48hours. I have still heard nothing as of 3/24.

  Customer response

  03/29/2024

  Hello, please close this ticket.

  Travelocity contacted me and refunded the amount outstanding and also added a $100 hotel coupon.

  Please close this ticket.

  Thank you.

  Naa

  Business response

  03/30/2024

  30 Mar 2024

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

  RE: Expedia Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from *********** Naa (BBB case number ********) regarding a flight reservation.
  
  Our records indicate ****************** booked a flight reservation with ****** Airlines from ***** to ******* on February 21. We understand ****************** is requesting a refund as she cancelled her reservation within the free cancellation window.
  
  Upon reviewing, I have found our frontline support team has already refunded the amount of ****** USD back to ****************** Card. Furthermore, I have checked that the refund of ******* USD has also been refunded back to the ****************** card ending with XXXX8539 on Mar 20, and it will reflect under her bank account within 7 to 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

  03/30/2024

  I have reviewed the business response and accept this resolution. The outstanding amount was refunded to me. Thank you for your assistance.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 21, 2023 I booked a vacation package and paid the integrality on that same day. Everything was confirmed, the deal looked good. On February the airline cancelled my returning flight and when I contacted them they told me to look for the travel agency that operated on my behalf to do so, which I did, the agent at travelocity told me not to worry they will rebook the flight when it will be open to them. I called them 4 times and the fifth time when I called, they told me they do not have a returning flight for me, I just need to get reimburse, I reach out to their customer services, the only proposition they have for me its a returning flight with 6 hours delay. Please help me not to 6 hours because of someone else mistake. Please Please Please

  Business response

  03/27/2024

  Mar 27, 2024
  Better Business Bureau
  Travelocity - **********, **
  Complaint Department
  RE: Travelocity Case # 02608828
  
  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 flight reservation booked under Itinerary 72718684743617.
  
  Our records indicate that ************** contacted our support team to make changes with the reservation as airline cancelled the return flight without providing an alternative flight. Our support team checked the availability and advised the option available with a 6 hr layover in ******** to which ************** agreed and the changes were made.
  
  Our agent also advised ************** that if she wants to make any changes now it will be considered as voluntary and will be as per airline's policy. Unfortunately, we'll not be able to make any changes free of cost. In case ************** want to make changes now, she can respond back with her preferred flight but has to pay the applicable fare difference plus a change fee of 200 USD.
  
  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

  03/27/2024

  There is no resolution for this complaint yet. I am still waiting for an answer. Thank you

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 12, 2024, I erroneously booked a hotel room for the wrong date at *************************************** via Travelocity. Realizing my mistake minutes later, I sought to correct it. Travelocity advised canceling and initiated an investigation for a refund. Despite their guidance, I was informed my booking was non-refundable due to purported strict hotel policies.Seeking clarification, I contacted the hotel manager directly, who confirmed no such restrictive policies exist, directly contradicting Travelocity's justification for denying my refund. This discrepancy suggests Travelocity misrepresented the hotel's policies, leading to unnecessary confusion and frustration on my part.Travelocity's responses have been inconsistent and misleading, indicating a significant breakdown in communication between Travelocity and the hotel, or a deliberate misrepresentation of the hotel's policies. This situation has not only caused inconvenience but also raises concerns about the integrity of the information provided by Travelocity regarding hotel policies and the reliability of their customer service.

  Business response

  03/22/2024

  March 22,2024
  
  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. ******************* (BBB case number ********) regarding the hotel reservation that she booked to stay at ***************************************. We understand that **************** is seeking clarification on the situation that she faces with the booking. 
  
  Upon further research, we are unable to locate a Travelocity account related to ******************** complaint. We respectfully request that **************** provide ** with the email address used to book the reservation and the itinerary 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,
  Yash S
  Global Travelers Resolutions Team
  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Feb 10th, my wife and I booked 4 airline tickets for our family through Travelocity. Unfortunately, my daughter had a terrible knee injury and we had to change the airline tickets from out West (where we were to do hiking) to *********** on Feb 26th. A Travelocity agent helped us do it, but we had to pay an extra $1,961.60 to cover the difference. My wife said "They have a 24-hour cancellation policy if we need to change them". Within 4 hours, we did decide to cancel the flights to ***********, so my wife went online and cancelled them (which was an option in the email). Travelocity emailed my wife and told her that the flights were cancelled and she was good to go. However, they never refunded the $1,961.60. When we spent 3 hours on the phone with them on 3/13/24, they told us that the cancellation that took place on Feb 26th had to be over the phone, not online. We argued with them that no one made us aware of that, but they refused to budge or refund us the money.

  Business response

  03/21/2024

  21 March 2024
  
  Better Business Bureau
  **********, **
  Complaints Department
  
  RE: Travelocity Case 02580872
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from ************************* (********) regarding the refund of the flight reservation booked with us.
  
  We have checked our records, and we were unable to locate the booking at our end with the email address provided. We request that **************** to provide us with the registered email address used to book the reservation, and the phone number. The requested information will enable us to appropriately address **************** concerns.
  
  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,
  Rajat
  Global Traveler Resolutions Team

  Customer response

  03/21/2024

  Hello,

  Thank you for reaching back out.  The reservation was under my wife's email (**************************).  It looks like it is itinerary number 72757038250208.

  Just to clarify- a credit of $730.40 was issued for flights from ********* to ********* and ****** to ********* (which we paid $1710.80 for on Feb 10, 2024).  Then, when my daughter required surgery and we needed to change those, we received the $730.40 back in credit.

  Then my wife booked the flights to *********** on Feb 26, 2024 and we spent an additional $1,900+, and then cancelled these within the allotted 24 hour time frame.  This $1,900+ is what Travelocity is not issuing any refund whatsoever for.

  I have attached the email from Travelocity showing the cancellation for the flight- it even says "No need to call us to confirm".  So my wife assumed we were being refunded the money.

  Thank you,

  ****

  Business response

  04/09/2024

  09 April 2024
  
  Better Business Bureau
  **********, **
  Complaints Department
  
  RE: Travelocity Case 02580872
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the rebuttal received from ************************* (********) regarding the refund of the flight reservation booked with us.
  
  Upon receiving the email, we have verified the comments. Please note that "No need to call us to confirm" means that the traveler doesn't need to connect with us for the booking confirmation. Expedia will always notify its travelers if the booking confirmed is eligible for 24-hour cancellation window. Also, it is imperative to note that all the airline doesn't offer free cancellation window. The policy varies from airline to airline.
  
  In this case, we will have to abide by the non-refundable policy of the airline as they are the owner of the ticket and the charging party. The tickets are eligible for credits and a new reservation should be booked and completed by 09 Feb 2025. Please connect with our frontline team whenever you are ready to rebook the flights.
  
  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,
  Rajat
  Global Traveler Resolutions Team

  Customer response

  04/09/2024

  I have reviewed the business response and, while I do not agree with it by any means, I accept this resolution. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 9, 2024, I booked a trip to ***** through the Travelocity website for the dates April 6 to April 13. During the booking process, it was clearly stated on the Travelocity website that any bookings could be canceled within 24 hours with no fee, as indicated below:Subsequently, I proceeded to book both flights and hotels for my trip, all completed on the morning of February 9th. However, later that afternoon, around 3 pm, I realized an error in the check-in date for the *****************, where I had planned to stay in *****. Although my flight from ************* to ***** was scheduled for April 6th, it would arrive in ***** on April 7th, contrary to my initial assumption. Consequently, I immediately contacted Travelocity again around 4 pm to rectify this mistake.To my dismay, despite the aforementioned assurance of free cancellation within 24 hours, I was informed by Travelocity representatives that my booking was non-refundable. Moreover, they asserted that any modifications to the booking would entail a cost of approximately $650 if the hotel reject the changes. This was contrary to the information provided during the booking process and is indeed misleading.I have attached a transcript of my conversation with Agent *********** for your reference.I am writing to seek your assistance in addressing this issue of deceptive practices by Travelocity. The advertisement clearly stated, "Free Cancellation: There is no fee to cancel within 24 hours of booking," without any indication that non-refundable bookings were excluded from this offer. I attempted to rectify the mistake within hours of making the booking, not days, and yet was met with intimidating tactics and additional charges.I kindly request your intervention to change the check-in date for my hotel reservation to April 7th without incurring any penalties. Additionally, I seek a refund of the first night's hotel fee ($300) without penalty.I appreciate your prompt attention to this matter and look forward to a satisfactory resolution.Sincerely Prof. *****************************

  Business response

  03/25/2024

  March 25, 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 hotel booking.
  
  Our records indicate that on February 9, 2024, **************** booked a flight and hotel booking under two different itineraries. A pay-now hotel reservation was booked at *****************, from April 6, 2024, until April 9, 2024, under itinerary **************, and a round-trip flight reservation was booked for *****; departure is on April 6, 2024, and return is on Apr 13, 2024, via United Airline, under itinerary 72756511546434. 
  
  We understand that the flight is arriving on Apr 7, 2024; however, the hotel is booked for April 6, 2024, and **************** has requested to modify the check-in date and refund the first night. 
  
  We are sorry to learn about Mr. ******* experience. Upon researching, we contacted the hotel, and unfortunately, they denied the refund. This means that they decided to stick to their original policy for the booking, which is non-refundable. 
  
  Furthermore, according to our records, the 24-hour cancellation policy was only applicable to the flight itinerary. However, hotel reservation terms and conditions were advised to **************** at the time of booking, and accordingly, he booked the hotel reservation. 
  
  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

  03/27/2024

  I am rejecting this response because:   See attachment or Read below

  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 booking.
  
  Our records indicate that on February 9, 2024, **************** booked a flight and hotel booking under two different itineraries. A pay-now hotel reservation was booked at *****************, from April 6, 2024, until April 9, 2024, under itinerary **************, and a round-trip flight reservation was booked for *****; departure is on April 6, 2024, and return is on Apr 13, 2024, via United Airline, under itinerary 72756511546434.

  
  *************** RESPONSE: Your records are incomplete as they do not include another booking made on the same day immediately following the ***********************, namely the *************************** itinerary **************. These hotel bookings were made sequentially after completing flight reservations, following the guidance provided by Travelocity regarding hotel accommodations.:

  
  We understand that the flight is arriving on Apr 7, 2024; however, the hotel is booked for April 6, 2024, and **************** has requested to modify the check-in date and refund the first night. 

  
  **************** RESPONSE: Indeed, that's accurate. I initiated the change request merely two hours after completing the booking process, not after 24 hours or weeks later. However, I was informed of a potential charge of ****** USD if the hotel denied the change (See below), which deterred me from pursuing my request. This tactic employed by Travelocity is unsettling and feels coercive.:
  
  
  We are sorry to learn about Mr. ******* experience. Upon researching, we contacted the hotel, and unfortunately, they denied the refund. This means that they decided to stick to their original policy for the booking, which is non-refundable. 

  
  *************** RESPONSE: Perhaps if you had reached out to the hotel on the same day I made the reservation instead of imposing a $****** charge, this issue could have been resolved more effectively.:
  
  Furthermore, according to our records, the 24-hour cancellation policy was only applicable to the flight itinerary. However, hotel reservation terms and conditions were advised to **************** at the time of booking, and accordingly, he booked the hotel reservation. 
  
  *************** RESPONSE: The crux of the issue lies in misinformation. You created an impression that all bookings fell under that policy. I hadn't received any information suggesting otherwise. As I proceeded with the hotel booking process immediately after completing flight bookings based on Travelocity's guidance, I naturally assumed that all bookings had a 24-hour cancellation policy, irrespective of specific hotel policies. I was under the impression that rules such as non-refundable would apply after this initial 24-hour period. Once again, I followed, right after flights reservation, Travelocity's guidance and suggestions when booking my accommodations. Whole booking process was a continues process from one item to the other on the same time and day with Travelocity guidance.:
  
  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.
  
  *************** RESPONSE: Travelocity's practices are highly deceptive. After spending a total of $8484.47 on bookings, I dedicated three hours to securing a refund for duplicated flight seat charges. Now, I find myself investing more time due to misinformation, deceptive marketing, and intimidating tactics. I am thoroughly dissatisfied with your actions, explanations, and assistance.:
  
  Sincerely.
  
  Prof. *****************************
  
  

  Business response

  03/28/2024

  March 28, 2024,
  
  Better Business Bureau
  **********, **
  Complaint Department
  
  RE: Travelocity case # ********
  
  Thank you for forwarding the consumer rebuttal from ***************************** (BBB case number ********). We regret to hear **************** did not accept our resolution offered.
  
  We reviewed the information provided by **************** and our records indicate that Hotel Nikko Osaka was booked under a non-refundable cancellation policy, like we mentioned in our previous response the 24-hour cancellation policy was only applicable to the flight itinerary. However, hotel reservation terms and conditions were advised to **************** at the time of booking, and accordingly, he booked the hotel reservation.
  
  We understand this may be disappointing for ****************. Unfortunately according to the hotel policy, a refund is not possible. Expedia serves as a third-party partner with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers
  
  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
  
  

  Customer response

  03/28/2024

  I am rejecting this response because:  In my previous communication, I explicitly highlighted Travelocitys deceptive practices. Despite spending a substantial amount of $8484.47 on bookings, I dedicated an additional three hours to secure a refund for duplicated flight seat charges. Regrettably, I now find myself allocating even more time due to misinformation, deceptive marketing, and intimidating tactics employed by Travelocity.
  
  It appears that Travelocity has not thoroughly reviewed my complaint. They persistently disregard the fact that the continuation of the booking process, with Travelocity's suggestion to book the hotels too, immediately after flight booking created the impression that all bookings could be canceled within 24 hours. Furthermore, they have failed to address the coercive $649.5 penalty, despite my provision of a chat transcript with their agent and despite that I contacted Travelocity after two hours of booking.
  
  My dissatisfaction with their actions, explanations, and level of assistance is profound.

  Sincerely

  Prof. ********************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a room for ***** through Travelocity I arrived to the hotel and was immediately racially profiled and discriminated against and denied my room to where I had to call the police upon them arriving I was asked to leave by the hotel to which already had charged me through Travelocity I asked for them to refund my money they said no to go through the booking app I have contacted them multiple times with no contact back they even deleted my booking out of the system and have not refunded my money have seeked legal representation regarding this matter for the hotel and the booking site l.

  Customer response

  03/13/2024

  They have resolved the issue with a refund 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked my room at the ***** Hotel for a trip which would take place March 13, 2024. I had to cancel my room on Saturday March 9, 2024 since my elderly mother, who was to travel with me, took ill and could not travel. I was well within the time frame to receive a refund for my room. In fact, when making my reservation online, many different screens stated I was *********** a refund up until March 12, 2024. I went online to cancel on the 9th and I was shocked to see on my *cancellation* email that I was going to lose out on $200.00. It was only then that I noticed they had snuck in a notice on the *reservation* email confirmation that there would be no refund.This is classic bait-and-switch. At many times while online making the reservations, I was assured this was refundable. Only after I had made the reservation was there a tiny notice hidden at the bottom of the confirmation email that there would be no refund. This is unconscionable.I spoke to three different people at Travelocity and I was told they will not return my money.Travelocity is a predatory company. They claim to have rules and regulations that you agree to when you use their website. They violated their own terms when they opted to keep my money after stating that I could get a full refund if I cancelled before March 12.I am providing you with my confirmation email in .pdf format, highlighted to show the snuck-in non-refund clause in a place where no reasonable person would see it. I also went through the motions of making a reservation today (stopping short of actually making it) so I could take screen captures showing they are still making the same empty promises about "fully refundable" and "not being charged right now." Those are the five .jpg images I've attached, taken just minutes ago.

  Business response

  03/26/2024

  27-Mar-2024
   
  Better Business Bureau 
  Travelocity ****** ** 75261
  Complaint Department
   
  RE: BBB (Better Business Bureau) ********
   
  Dear Better Business Bureau, 
   
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
   
  Expedia are responding to the consumer complaint from ***************************** (BBB case number ******** for a hotel refund.  
  
  Based on my investigation, I found that on March 8, 2024, **************** made a booking at "*************************************" for one night with a check-in date of March 13, 2024. However, he canceled the booking on March 10, 2024, due to his mother's illness. The cancellation was completed through the website. It's worth noting that the booking was nonrefundable.
  

  Considering the situation and despite the nonrefundable policy, the hotel approved a refund of $200.12 USD, which was processed by them on March 25, 2024, using the original form of payment, **** ending in XXXX-9804. The refund is expected to be received within 7 to 10 business days.

  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any questions or concerns regarding this matter, please feel free to contact us and write us to same email chain.
  
  Regards,
  ******** ***********************
  Global Traveler Resolutions Team

  Customer response

  04/01/2024

  Could you please put this matter on hold until April 19, 2024?

  I disputed the charge with the credit card company against Expedia. Unfortunately, there seems to be a glitch with the credit card company*.  They tell me a credit was issued on 3/13, but this is not visible to me when I go online and look through my account. I will not know for certain that I have received my credit until the billing cycle closes on 4/18. This has stumped two customer service reps and two supervisors, but here we are.

  The credit card company is holding my dispute open until this matter is fully resolved. I'm optimistic that I'll get my money back, but I hope you understand that -- until I see that credit as a line item on my next credit card statement -- I can't consider the matter closed. I don't think any action on your part is necessary at this time.

  I'll be back in touch with you on 4/19/24, once I see my statement for the current billing cycle.

   

  * My online purchase was through Travelocity, and that's who I called initially to cancel my reservation. However, the charge on 3/8 was from ***** (the hotel chain where I had planned on staying); and the credit card company says the credit (which I cannot independently verify) came from *****. Maybe the delay is due to the Travelocity/***** confusion? Who knows?

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a Dollar Rental Car through Travelocity. I paid an upfront amount of $184.10 + $40 insurance and was quoted by Travelocity to pay an additional $81.79 due at pickup (see attached gmail confirmation) for "all mandatory taxes and fees." When I actually picked up the rental car from Dollar on March 1, 2024, they told me I owed a total estimated charge of $92.81. I disputed this amount, showing them my Travelocity prebooking quote and they were not able to help me at the desk. The final/actual charge was for $86.31, which you can see in the attached Dollar return receipt. I was overcharged this difference, the $4.52 above the quoted amount from Travelocity that was claimed to include all taxes and fees. Clearly it did not include all taxes/fees/amounts because this amount was higher than the quote I agreed to pay, a quote that I bid out across multiple travel booking sites to find the best deal. This advertised price won my business but now is not being honored by either Travelocity or Dollar, who are both pointing fingers at each other and refusing to take responsibility, leaving me to foot the meager bill for their mistake. I have given both companies ample time/conversations/hours of my life asking to be refunded this amount but they have closed the issue, without resolution, providing me the receipt I already have as an explanation. My complaint is with Travelocity for underquoting me to win my business and Dollar for overcharging me. The charges were not late fees or anything within my control, nor were they advertised as estimates so Travelocity needs to work it out and refund me the $4.52 that they overcharged me. A very modest sum that nowhere near covers the hours and hassle that this has been dealing with them. Thank you for your help.

  Business response

  03/20/2024

  20th March 2024
  
  Better Business Bureau 
  
  Travelocity - Fort Worth, TX

  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 Better Business Bureau (“BBB”) 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 car rental reservation with dollar rent a car under itinerary **************.
  
  Our records indicate that Mr. ****** was charged an additional 4.52 USD when picking up his car. We understand Mr. ****** is requesting a refund for this amount.
  Upon further investigation we found that this amount was refunded to Mr. ****** on 11th March 2024 by our support team.
  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,
  Subal ******

  Global Traveler Resolutions Team
  
  

  Customer response

  03/20/2024

  I have reviewed the business’ response and accept this resolution.

  Thank you, BBB, for your help in this case. I spent hours trying to hold Travelocity to their word and without your help/pressure, they would have continued to ignore me and would not have done the right thing, so thank you.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked reservations on Feb 9th 2024 and immediately after booking I realized I entered the incorrect dates. One day off to be exact. I immediately contacted Travelocity to see if I could modify the dates less than 24 hours. They representative advised me they couldnt modify but I would have to cancel for refund and then rebook. I was eventually refunded flights and travel protection but not my stay. I received an email 3 days later saying they wouldnt refund me for my stay. If I known this I would have never cancelled and worked out another plan. Its over 1 thousand dollars that Im paying for and there are no services being rendered. That is fraud no matter how you put it. Im sure my room will be booked and paid for again. It was for July 2024. The fact I was given incorrect information from the representative and also the policy is scam like.

  Business response

  03/20/2024

  20 March 2024
  
  Better Business Bureau
  **********, **
  Complaints Department
  
  RE: Travelocity Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia 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 ************************* (********) regarding the inconvenience caused during the travel. We understand ****************** is requested the refund of the hotel reservation confirmed in a package.
  
  Our records indicate that ****************** had booked a package reservation for him including a hotel reservation with ******************** ******* - All Inclusive, *********** checking on 06 Jul 2024 for 4 nights. We understand that she had selected wrong date while confirming the reservation and requested the hotel portion be refunded.
  
  Upon investigating the case details, we found that the refund of the hotel portion has been processed. ****************** will receive a refund of ******** USD to the card ending with 3506. The funds will reflect in the account within 7 business days.
  
  It is imperative to note that the 24-hour cancellation window is only applicable on the flight tickets only. This also varies from airline to airline. All the other components such as hotel, car rental, activities and other components added to the package will follow their individual policy. We would request ****************** to always go through the policies of all the individual components in a package reservation as the refund, changes and the cancellation will always depend on the vendor's policy and approval.
  
  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,
  Rajat
  Global Traveler Resolution Team

• Initial Complaint

  03/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  (Itinerary # **************)I purchased a business class trip to *****, *****. I found that some my trips are coach despite paying the hefty price. I request all my trips to be business class

  Business response

  03/20/2024

  20-Mar-2024
   
  Better Business Bureau 
  Travelocity ***************
  Complaint Department
   
  RE: BBB (Better Business Bureau) ********
   
  Dear Better Business Bureau, 
   
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
   
  Expedia are responding to the consumer complaint from ********************************************* (BBB case number ******** for a flight seat in business class.  

  
  After my investigation, I discovered that on October 28, 2023, ********************************************* booked a round trip. His outbound flight is with United, flying from ********* to ***** via ********** and *********, and his return is with Lufthansa.

  
  However, I found that ************************** first leg of his outbound flight from ********* to ********** is in Economy class, while the rest of the segments are in business class. This appears to be either a site error or an unavailability of business class seats for this particular segment at the time of booking.

  
  The best solution we can offer to ********************** is to upgrade his seat from economy to United First and share the receipt with us. We will refund this amount back to his account. The seat upgrade will cost $79.

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

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

  Customer response

  03/20/2024

  I am rejecting this response because:   Can Travel velocity do the upgrade at this time prior to my flight? How can I reach Travel velocity directly and provide the receipt for upgrade?

  Business response

  03/25/2024

  26-Mar-24
  
  Better Business Bureau
  Travelocity.com - ***************
  Complaint Department
  
  RE:  Travelocity.com Case # SF- ******** / BBB (Better Business Bureau) 21398753 
  
  Dear Better Business Bureau,
  
  Thank you for forwarding the consumer rebuttal from ********************************************* (BBB case number 21398753).  We would like to thank ********************** for sharing the seat up gradation receipt.
  
  We have processed the full refund of $79.00 in the original form of payment **** XXXX-5312. The refund would take 5 to 7 business days to be refunded. Additionally,as a gesture of apology for the inconvenience caused, I have included a $25 coupon to compensate for the inconvenience you experienced.
  
  The terms and conditions of coupon are as follows:
  Sign in to your account.
  Go to your Account and select Coupons and credits.
  Select 'Use coupon' next to the coupon you want to use.
  Search for eligible travel and select the option you would like to book.
  Coupons cannot be redeemed for *************** bookings.
  Review the complete rules and restrictions of the coupon to see if it is valid for your travel selection.
  
  
  For more information, please click on the link below:
  
  Link: ************************************************************************************************************
  
  We thank you for allowing us to address your concerns brought to our attention.Your patience is appreciated. If you require further assistance, please feel free to reply to this email chain.
  
   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 Resolution Team

  Customer response

  03/26/2024

  I am rejecting this response because:   Business informed me that they will pay for upgrading the seat. I did pay United to do so and forwarded the receipt to Travelocity, but they have nor provided reimbursement.  

   

  Confirmation Number:
  E4G1JC
  Flight 1 of 3 UA6117 Class: United First (C)
  Sun, Mar 31, 2024 Sun, Mar 31, 2024
  02:50 PM 04:12 PM
  *********, **, ** (CLE) **********, **, ** (***)
  Flight Operated by MESA AIRLINES DBA UNITED EXPRESS.
  
  Flight 2 of 3 UA989 Class: United Polaris business (Z)
  Sun, Mar 31, 2024 Mon, Apr 01, 2024
  05:15 PM 07:20 AM
  **********, **, ** (***) *********, ** (***)
  
  Flight 3 of 3 UA9106 Class: Business (Z)
  ***, Apr 01, 2024 Mon, Apr 01, 2024
  10:25 AM 02:35 PM
  *********, ** (***) *****, ** (CAI)
  Flight Operated by Lufthansa.
  If this is an originating flight on your itinerary, please check in at the LUFTHANSA ticket counter.
  
  Traveler Details
  ABDELAZIZ/***********
  eTicket number: 0168024371982 Seats: CLE-IAD -----
  IAD-FRA -----
  FRA-CAI -----
  Premium Cabin Upgrade (*************) CLE-IAD
  
  
  
  Purchase Summary
  Method of payment: **** ending in 5312
  Date of purchase: Sat, Oct 28, 2023
  Airfare: 1650.00
  International Surcharge: 950.00
  Passenger ******************************* Fee: 5.60
  U.S. Transportation Tax: 21.10
  ******* Airport Security Charge: 10.50
  ******* ***************** Charge: 25.40
  TaxCode S4: 1.99
  U.S. Passenger Facility Charge: 9.00
  Total Per Passenger: ******* USD
  Total: ******* USD
  
  Additional Purchase Summary
  Method of payment: **** ending in 5312
  Date of purchase: Wed, Mar 20, 2024
  Premium Cabin Upgrade (Reference Number: *************): *****
  Total: ***** USD
  

   

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