ComplaintsforTravelocity

• Initial Complaint

  01/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a booking on December 20, 2021 with Itinerary XXXXXXXXXXXXXX for stay at St Mark Hotel in Cebu City from December 21-23, 2021. The stay would be used by my sister. The whole city was hit with Category 5 storm and power and water is out. St Mark is the only hotel in Travelocity with a room left. The day of check in, we kept calling St Mark Hotel to confirm if they have a functioning generator. The call was made multiple times but there was no answer. The roads in the city were full of debris and hard to navigate because of the storm. Without being able to confirm with the hotel that they have generator, it was not worth it to travel to the hotel. That same day, I reached out to Travelocity for a refund but was told they would refer the matter to St Mark's. Days have passed and Travelocity still couldn't get a hold of the hotel. They were still unreachable. Travelocity decided not to refund me for the amount I paid even though service was not provided. Although the booking was non refundable, there should be a way to confirm the hotel is servicing clients. This booking was not for leisure. It was to help my family in Cebu have a comfortable 2 nights after being badly hit by the storm.

  Business response

  03/02/2022

  Business Response /* (1000, 7, 2022/02/04) */ Dear Better Business Bureau, It has been my pleasure to assist with Case #XXXXXXXX. Our findings and resolution to the case are listed below. Findings: We can confirm that this reservation was created on December 20th 2021 via Travelocity US for arrival on December 21st 2021 and departure on December 23rd 2021. At the time of booking, the customer agreed to the following cancellation policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. We contacted our partner that was not able to obtain a penalty waiver from Hotel - Reason why customer care was unable to resolve the issue. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver we can't proceed with a refund for this booking. If the supplier will inform us the refund is possible, we will contact the customer and let him know. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Belinda Global Customer Resolutions Team

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked 15 packages through Travelocity for a group of friends to celebrate our 50th birthdays on August 18, 2021. We were suppose to leave from Cleveland on March 27, 2022 and fly to St. Croix for 5 nights. Our return flight was scheduled for April 1, 2022. On December 3, 2021 I received an email stating that the airline changed our flight to depart on March 29, 2022 and return on March 31, 2022. Obviously this would not work. I called Travelocity on December 6, 2021 and spoke with and agent. I was told that I would have to cancel the trip and either rebook another one with different date or receive a complete refund. I chose to get a refund as our group could only go on the dates specified. I have received most of my refund except for $2,677.11 for the travel insurance I purchased. I was told in writing by Travelocity that I would be refunded all travel insurance costs as it was not me who changed my trip. Now I am being told that Travelocity is going to keep the $2,677.11 because it is not covered to be refunded. Basically, Travelocity can cancel anyones trip and keep what was paid in travel insurance, free money. The travel insurance company said that Travelocity need to refund me because they refunded Travelocity.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/01/19) */ January 19, 2021 Better Business Bureau Fort Worth, TX RE: Travelocity XXXXXXXX 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 received from Mr. ******* ********* (BBB case number XXXXXXXX) regarding the three package reservations under these itineraries XXXXXXXXXXXXXX, XXXXXXXXXXXXXX and XXXXXXXXXXXXXX. According to our records on August 17, 2021, Mr. ******* ********* booked three package reservations (Flight + Hotel + Insurance) for 15 travelers. The flights were booked to travel on March 27, 2022, from Cleveland, OH, United States to Christiansted, U.S. Virgin Islands, returning on April 01, 2022, with Delta Airlines. The hotel accommodation was booking with Divi Carina Bay Beach Resort & Casino for five nights. The total amount paid for three itineraries was 28,418.61 USD. The flight and hotel have already been refunded to the original form of payment. However, the total refund of 2,677.11 USD for insurance has never been processed. We understand that Mr. ******* ********* has requested a refund of insurance. Upon receiving this complaint, we have investigated and found information that insurance is non-refundable, and it cannot be refunded post 15 days of purchasing the 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, Rohit O*** Global Customer Resolutions Team

• Initial Complaint

  01/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on Nov XX XXXX I booked my flight from Los Angeles to Tokyo ( round trip Conf#4J37NQ) and hotel in my stay in Japan at Travelocity itinerary# XXXXXXXXXXXXXX and paid $1541.08 by my card Flight :From LA to Tokyo on Feb XX XXXX at 12:15PM departure by All Nippon Airways Conf#4J37NQ From Tokyo to LA on Mar XX XXXX at 7:35PM departure by All Nippon Airways ticket#XXXXXXXXXXXXX I also booked Hotel in Japan "Sotetsu Fresa Inn Yokohama Sakuragicho" $871.75 On Dec XX XXXX I got email informing my departure flight was cancelled due to airline company's decision If I cannot take a departure flight, it is not possible to stay in a hotel in Japan and take a return flight. I tried to call to Travelocity but the line has been too busy to have an access. On Dec XX XXXX Finally I spoke with representative of Travelocity and he explained my return flight was also not available , which meant it was also cancelled. He said not available to find any alternate flights. Then I cancelled my trip to Japan. But he said refund is available only for my hotel cancellation. As for flight, credit which is valid within a year is given to me. It was not I but airline company (ANA) who decided cancellation of the flights and they would refund fully amount. I called to All Nippon Airways on Dec XX XXXX and representative Kajihara of ANA explained they would refund 100% amount in this case. But Travelocity repeated they never refund to me and they only give me credit which I can use only for purchase same airline's flights within one year. Is it acceptable? If airline company refunds 100% amount, Travelocity should refund to me. I never think it is acceptable for them to take my refunded money. $669.33 for flight. they say Airline policy-You can use this credit to book a flight on Travelocity with All Nippon Airways. Please help me to get refund since All Nippon Airways cancelled the flight and it was not my decision to have made a cancellation. Moreover, airline refunds 100%.

  Business response

  02/24/2022

  Business Response /* (1000, 10, 2022/02/01) */ February 01, 2022 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case XXXXXXXX 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 received from ****** ****** (BBB case number XXXXXXXX) regarding the flight itinerary XXXXXXXXXXXXXX. According to our records, on November 26, 2021 ****** ****** booked a Package reservation to travel depart on February 19,2022 from Los Angeles, CA, United States to Tokyo, Japan and return on March 12, 2022 with All Nippon Airways including a Hotel reservation with Sotetsu Fresa Inn Yokohama Sakuragicho under the itinerary XXXXXXXXXXXXXX with a total amount of $ 1,541.08 for 1 passengers. We understand that ****** ****** has requested a refund of a flight reservation. Upon receiving this complaint, we have checked the reservation briefly and got to see that a refund is already processed on January 01,2022 for an amount of $ 669.33 to the original form of payment (Visa Card ending 2851) and as per the policies it takes 5-7 business days to reflect the amount on your card. 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, Sahil Suman Global Customer Resolutions Team

• Initial Complaint

  12/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased two tickets through Travelocity for Sept. 2012 roundtrip from PBI to MSP, My brother-in-law passed away unexpectedly in August 2021. We paid for the "change" fee; however, when we tried to change flight dates to attend his funeral, we were unable to do on the website. We called and after 1 hr. 50 minutes the lady assisting us and providing actual flight information, came back on the phone and said she was unable to change it. She said we should call the airline directly. That was a waste of time since the booking was made through Travelocity. We ended up just cancel "Sorry, we are having a problem on our end." I called the number displayed alongside our credits and have now been on hold for 3 hrs 32 minutes! I will not be able to use our credit at this rate. I DO NOT want to hear from Travelocity that we didn't book in time and lose our credits. This company is a disgrace; they take customers' money immediately, then there is no help.

  Business response

  04/20/2022

  Business Response /* (1000, 9, 2022/02/01) */ February 01, 2022 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case XXXXXXXX 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 Ms. ******* Toyos P****** (BBB case number ######) regarding a (insert product). We understand Ms. ******* Toyos P****** is requesting to redeem the flight credits. Upon further research, we are unable to locate Travelocity account related to Ms. ******* Toyos P****** complaint. We respectfully request that Ms. ******* Toyos P****** 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. ******* Toyos P****** concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Sahil S**** Global Customer Resolutions Team Consumer Response /* (3000, 11, 2022/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) As requested by Travelocity, the following is the Itinerary No. and email associated with the reservation/credit. Itinerary NO. XXXXXXXXXXXXXX Email Acct. *******@yahoo.com Also attached are the most current screenshots of the results on the Travelocity website, which indicates the credit we have, but unable to book any flights. Please respond to MY email, *******@gmail.com. Business Response /* (4000, 16, 2022/03/24) */ March 25, 2022 Better Business Bureau Chicago, IL Complaint Department RE: Travelocity Case XXXXXXXX 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 Ms. ******* ToyosP****** (BBB case number XXXXXXXX) regarding a flight itinerary XXXXXXXXXXXXXX. We understand Ms. ******* ToyosP****** is requesting to redeem the flight credits or to get a refund. According to our records, on July 03, 2021, Mr. Stephen P****** booked a flight reservation with insurance for two travelers. The flights were booked to travel on September 21, 2021, from West Palm Beach, FL, United States to Minneapolis, MN, United States, and returning on September 26, 2021, with Delta Airlines for the total amount of is $572.98. We understand that Mr. Stephen P****** has called us for making changes to the flight reservation and was on hold for a long and not able to use their credits. Upon receiving this complaint, we have processed a refund of the flight tickets with Delta airlines for the total amount of $534.34 on your American Express card ending 3003. The amount will be credited within 5-7 working days on your account. Given your experience with the service team, I have added a goodwill voucher of $100 to your Expedia account. The coupon is good to use before April 30, 2023, for prepaid hotels or any package reservation including hotels. Sincerely, Akhil R****** Global Customer Resolutions Team

• Initial Complaint

  12/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip to go to Grenada sandals resort august 2021 roughly about 4600$ was paid to Travelocity . Due to changing of restrictions I was not able to travel to Grenada so I spoke to a gentleman from Travelocity named Alex on X-XX-XX who scheduled me a trip to Dominican Republic for the time being and he assured I would still be able to take Grenada at a later time . I ended up paying another 2600$ dollars to take that trip which was a lot cheaper . Since that time I have called at least 8-10 times and get the run around that I will be called back and from the emails I get Travelocity does not understand the situation as they are calling the wrong resort to reschedule trip . I was promised something and until this day there is no one that can give me a answer except for " it shows you took the trip already " at this point I'm tired of explaining the story the people I have spoke to are Incompetent and when I ask to speak to manager they say they are not available

  Business response

  02/28/2022

  Business Response /* (1000, 9, 2022/02/01) */ February 01, 2022 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case XXXXXXXX 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 received from Mr. ****** ***** (BBB case number XXXXXXXX) regarding the Hotel itinerary XXXXXXXXXXXXXX. According to our records, on June 23, 2021 Mr. ****** ***** booked a Package reservation to travel depart on August 02, 2021 from Ontario, CA, United States to Punta Cana, Dominican Republic and return on August 07, 2021 from St. George's, Grenada to Los Angeles, CA, United States with JetBlue Airways including a Hotel reservation with Sandals Grenada - ALL INCLUSIVE Couples Only under the itinerary XXXXXXXXXXXXXX with a total amount of $ 4,515.08 for 2 passengers. We understand that Mr. ****** ***** had faced many difficulties to reschedule the Hotel reservation again. And upon checking we can see that it was booked under the same itinerary and then got changed to a Excellence El Carmen - Adults Only - All Inclusive. Upon receiving this complaint, we have checked the reservation briefly and have issued a refund of $2,649.78 that you have paid for the hotel reservation for Sandals Grenada - ALL INCLUSIVE , refund has been processed to the original form of payment ( Visa Card ending 6383 ) which will be processed within the next 5-7 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, Sahil ***** Global Customer Resolutions Team

• Initial Complaint

  12/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a travel credit from Travelocity for a cancelled flight March 2020 due to Covid restrictions being suddenly implemented. I was promised use of the credit through March 31, 2022. Today I attempted to make reservations using this travel credit. I was told by Travelocity that they are no longer in control of this credit and can not book my tickets using it. They referred me to the United Airlines, which is the carrier that we would have been flying on. I called United Airlines and they told me that they absolutely are not able to redeem this credit, as it was purchased through Travelocity. So I have $1500+ in travel credit that no one claims they are able to redeem.

  Business response

  02/16/2022

  Business Response /* (1000, 7, 2022/01/12) */ January 12, 2022 Better Business Bureau Alaska, Oregon & Western Washington Complaints Department RE: Travelocity Case S#XXXXXXXXX Dear Better Business Bureau, Thank you for taking out 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 Mrs. ***** ******** (BBB case number XXXXXXXX) regarding the itinerary XXXXXXXXXXXXXX. Our records indicate that on March 11, 2020, a flight reservation was booked for travel departing from Boise, ID to Kailua-Kona, HI on March 23, 2020 and back on March 30, 2020 with United Airlines. We understand that Mrs. ******** is looking forward to use her flight travel credit. Upon receiving this complaint, we checked our records and reviewed United Airlines policy which indicate that tickets are non refundable and have no value if no show. Keep in mind that Travelocity does not charge for changes or cancelations but we are subject to their policies. After reviewing our system, we confirmed that Mrs. ********, on December 23, 2021, called to use her travel credit provided by United Airlines. We checked that ticket has already been exchanged and new reservation has been confirmed successfully under new United Airlines confirmation code I6KL4F. This new reservation will only be visible through the airline's website, customer can consult the reservation at https://www.united.com/en/us. 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, ****** ***** Customer Resolutions Team

• Initial Complaint

  12/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked a hotel on Travelocity and when I got to the hotel they didn't have my reservation. We paid for the night and when we got home we noticed we were charged on our credit card for the original reservation as well when we arrived. We disputed with Discover who denied us and Travelocity that told us they were trying to reach the hotel. They said they were working on our claim and then when I reached out to them they don't reply.

  Business response

  02/28/2022

  Business Response /* (1000, 12, 2022/02/01) */ February 02, 2022 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case XXXXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Travelocity regarding an issue with 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 received from Ms. ****** ********** (BBB case number XXXXXXXX) regarding the hotel itinerary XXXXXXXXXXXXXX. As per the customer's issue, she had to pay 196.49 USD again for her stay at the hotel. We understand that Ms. ****** ********** has requested a refund for the same. According to our records, on August 08, 2021, Ms. ****** ********** booked a prepaid hotel reservation for one night. Upon receiving this complaint we found that the refund was already processed for 196.49 USD on January 8, 2022, towards the original form of payment ending with XXXX-0130. 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, Kushagra P***** Global Customer Resolutions Team

• Initial Complaint

  12/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My experience with your site and customer service was by far the worst I've ever experienced I tried to book my birthday trip online about 10 times today I called 3 times and chatted through Facebook because of customer service my birthday trip to St. Thomad has been ruined. Sorry isn't good enough and I will give ya'll 24 hours to make it right before sharing my experience with my 2 mil followers on instagram and 7mil in Tik tok and 5k on Facebook. I also want that last agent reprimanded. Mt experience today I've been trying to book this flight for the past 4 hours please help me I am so frustrated I have asked to speak to a manager numerous times in the last agent hung up on me And I've called three times when I started about four hours ago this flight was going to cost me $60 then I couldn't book it online so I called in then it was 150 then I couldn't book it online so I called in and then the agent said it was 400 then I couldn't book it online so I called in and your last agent said it's 1,000 and that is why I have reached out to you I ended up booking my trip to Miami instead which is ridiculous considering I could have been in st Thomas if it wasn't for Travelocity. ***** ****

  Business response

  02/21/2022

  Business Response /* (1000, 9, 2022/01/14) */ January 14, 2022 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case XXXXXXXX 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 Ms. ***** **** (BBB case number XXXXXXXX) regarding the flight itinerary XXXXXXXXXXXXXX. Our records indicate that on Nov 8, 2021, Ms. **** or an authorized user of Travelocity booked a flight reservation using Travelocity's website, under itinerary XXXXXXXXXXXXXX. Travel was starting on Dec 17, 2021, from Nashville, TN to Miami, FL, United States and returning on Dec 20, 2021, aboard American Airlines. Upon receiving this complaint, we found that the customer experienced a price change during their recent booking and understand the frustration. We do apologize for the inconvenience, however, please be aware that we use a live system with current rates along with the availability. Since the reservation database is updated constantly, the prices are never guaranteed as they may fluctuate at any time. Occasionally it is possible that a specific rate will be available when the customer begins planning their trip but will no longer be available when they try to confirm it. Rates are subject to change until the reservation has been purchased and booked. Considering the inconvenience Ms. **** had, we have issued a coupon worth $75.00 to the account, valid until Feb 28, 2023. This can be used to book prepaid standalone hotel bookings and package bookings with us. The terms & conditions and booking instructions of this coupon can be viewed from within the account. While we regret that Ms. ****'s 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. Sincerely, Apeksha Singh Customer Resolutions Team

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked reservations through Travelocity for a hotel room for Dec 28 to January 2 for the Hotel Deauville. My money wasn't supposed to be withdrawn until 6 days before well they took all of it on Nov 26 without my approval and I am getting no where with them. I've complained and they keep giving me excuses. My reference number with them is XXXXXXXXXXXXXX. They took $762.75 from me on Nov 26. I canceled the trip when I saw that they did this and didn't follow through with the contract agreement! I had up until Dec 21 to cancel and they would issue a full refund! I canceled Nov 26 after they took all my money. Now I can't get my money back so I have to go to the bank to file a dispute! They say they will Contact the hotel to get the money back over and over I believe it was Travelocities fault since I booked with them. Regardless I wasn't supposed to get charged until Dec 21!

  Business response

  02/28/2022

  Business Response /* (1000, 21, 2022/02/01) */ February 1, 2022 Better Business Bureau Fort Worth, TX Complaint Department RE: Expedia Case XXXXXXXX Dear Better Business Bureau, Thank you for taking the time to contact Expedia regarding an issue with our customer. We appreciate the Better Business Bureau ("BBB") allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. ******* Ann **** ( BBB case number XXXXXXXX) regarding your itinerary XXXXXXXXXXXXXX. After researching, we have now refunded the amount you paid for the hotel. The amount of 762 USD has been refunded back to your card ending with XXXX-4835. This will reflect in your card within 5-7 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, Ashima Global Customer Resolutions Team

• Initial Complaint

  12/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked an international flight through Travelocity on June 2, 2021. The flight was subsequently changed and on July 25, 2021, Travelocity agreed to issue me a full refund of $1,908.65 and sent a confirmation email confirming the refund would be issued. Since that date I have called and emailed Travelocity over 15 times requesting a status of the refund. On October 17, 2021, Travelocity requested that I get a representative of Mastercard on the phone to confirm the refund had not been issued. This was done and the Mastercard representative confirmed that the refund had not been issued. The Travelocity case number that was assigned at the end of that call is XXXXXXXX. I have also contacted the airline who issued the flights, American Airlines who confirmed that the refund does not come from American Airlines but instead through Travelocity. I have spoken with Travelocity every 3 weeks since the October 17, 2021 conversation and during each call they confirm a refund is owed and that it has not been issued and say they will escalate the matter to their conflicts team. I have received no resolution thus far on the issue and have not received a refund. I am unsure what to do and am extremely frustrated and concerned.

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2021/12/21) */ December 21, 2021 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case S#XXXXXXXXX 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 XXXXXXXX) regarding the flight itinerary XXXXXXXXXXXXXX. Our records indicate that on June 2, 2021, our customer self-booked a flight reservation using Travelocity website, under itinerary XXXXXXXXXXXXXX. The flight was departing on September 28, 2021 from Dallas, TX, United States, to Shannon, Ireland and returning on October 4, 2021, aboard American Airlines and Aer Lingus. We understand that our customer is seeking a refund for the flight booking. Upon receiving this complaint, we reviewed the booking and found that the airline authorized a refund for the airfare due to significative changes on the original itinerary. We confirmed that the ticket was cancelled and the refund was initiated on July 24, 2021 to the original form of payment, in this case, MasterCard XXXX-****. Refund timing depends on how long takes for the bank to process. As a result, we are unable to reprocess the refund for the airfare. As option, you can contact your bank institution to verify the status of the transaction. Sincerely, Joshua ****** Customer Resolutions Team Consumer Response /* (3000, 7, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I explained in the initial complaint, the credit card company and American Airlines have each confirmed that the refund has not been issued and Travelocity is the merchant who must issue the refund. During phone conversations with Travelocity agents they acknowledge that the refund has not been paid and that they are "looking into it," but nothing is ever done and still have not been refunded my money. I have been trying to get a refund for 5 months now and am extremely frustrated. The amount that is owed is nearly $2,000. Business Response /* (4000, 9, 2021/12/28) */ December 28, 2021 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case S#XXXXXXXXX Dear Better Business Bureau, Thank you for forwarding the consumer rebuttal from ********* * ************ (BBB case number XXXXXXXX) We regret to hear our customer did not accept our response and/or resolution offered. We confirmed that the ticket was cancelled and the refund was initiated on July 24, 2021 to the original form of payment, in this case, MasterCard XXXX-****. Refund timing depends on how long takes for the bank to process. As a result, we are unable to reprocess the refund for the airfare. As option, you can contact your bank institution to verify the status of the transaction. Sincerely, Joshua ****** Customer Resolutions Team

*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. ↩