ComplaintsforTravelocity

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel room on Travelocity and upon arriving the room was unfit to stay in. It was nasty and had mold in it. I talked to Travelocity first to see what they recommended. Afterwards I contacted front desk to tell them I wouldn't stay in the room and went elsewhere. They said the manager wouldn't be in for 2 days. Called back 2 days later and asked for manager wasn't available. This was October 18th and still no refund or not even a call back from the Manger.

  Business response

  02/28/2022

  Business Response /* (1000, 26, 2022/02/01) */ 02 February 2022 Better Business Bureau Fort Worth, TX 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 ***** ****** (BBB case number XXXXXXXX) regarding hotel itinerary XXXXXXXXXXXXXX. Our records indicate that on 21 September 2021, ***** ****** booked a pay later hotel reservation with Quality Inn Opryland Area check in on 16 October 2021 and check out on 17 October 2021 at total 158.08 USD. After receiving this complaint, we have processed refund for 158.08 USD to the Visa card ending with 9911. Refund will be credited to ***** ******'s account 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, Shivani Sharma Global Customer Resolutions Team

• Initial Complaint

  11/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked a flight through Expedia to travel to Kenya in March of 2020. That flight was canceled due to the pandemic. I was told I'd receive a credit rather than a refund despite the fact that US regulations required a full refund. I rebooked for travel in September of 2021, but just prior to the flight I learned that a leg of the flight was canceled. I called Expedia where I was told they couldn't rebook that portion so the entire reservation had to be cancelled. I agreed and was told that I would receive a refund within 12 weeks. That was on September 10th. Today, I called and they told me there was nothing they could do because the airlines had to issue the refund. The airlines will not talk to me because I booked through Expedia. When I called Expedia, they hung up on me. They owe me $735.

  Business response

  02/09/2022

  Business Response /* (1000, 8, 2021/12/21) */ December 21, 2021. Better Business Bureau Alaska, Oregon & Western Washington Complaint Department RE: Expedia US Case # S#XXXXXXXXX. Dear Better Business Bureau, Thank you for taking the time to contact Expedia 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. Expedia is responding to the consumer complaint from Ms. ********* ****** (BBB case number XXXXXXXX) regarding the itinerary XXXXXXXXXXXXX. Our records indicate that on November 20, 2019, a flight reservation was booked for travel departing on March 28, 2020 from Boston, MA, United States to Nairobi, Kenya, returning on April 10, 2020. We understand that Ms. ****** is requesting the full refund for the flight. Upon receiving this complaint, we checked our records and can confirm that Kenya Airways made an involuntary change, and the reservation has been cancelled without fees. We have identified that on December 2, 2021 Kenya Airways has processed a refund for the amount of $735.85 to Ms. ******' MasterCard ending on 2783. It can take between 6 - 10 business days for the funds to show up in her account, depending on the airline and her bank. Please note that since the refund is coming from Kenya Airways and not Expedia, Ms. ****** can reach out to them directly if she has any refund questions. 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, Julia ****** Corporate Correspondence Team

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In October of 2019 I booked a trip to Zurich, Switzerland for a friend and I. We were scheduled to travel from May 6, 2020 - May 14, 2020. However, on April 11, 2020 due to the global Coronavirus pandemic our flight through United Airlines and our hotel booking at Hotel Luzerne were both cancelled. We were issued both a hotel and flight voucher to be used at a later date. In the cancellation email I was advised I would receive details about my credit "soon." This email never arrived; however, on May 24, 2021 I received an email stating our flight credit is eligible for a refund; however, if I wanted to save the flight credit for a later date no further action was required. Given that I fully intended to use the credit at a later date and did not need a refund I did not take any action. I have been attempting to use the flight credit for several months and every time I call I get a different story from the customer service representative. Travelocity says "United Airlines controls the voucher and has extended the validity of the ticket through December 2022." When I call United Airlines directly they advise the ticket is classified as a "bulk ticket" and therefore Travelocity has control over the voucher. I have also been told the voucher has "expired," but yet when I have requested formal documentation showing the true expiration date Travelocity is unable to produce. I have placed several requests for a supervisor escalation and I have never received a return phone call. I also have the same run-around with the hotel voucher. Travelocity stats "Hotel Luzerne" is in charge of the hotel voucher an expiration date. I have called and emailed the hotel directly and they have advised they never received payment from Travelocity for the hotel stay so they do not control the voucher. I am just trying to rebook the Switzerland trip I planned before COVID and its disheartening Travelocity is operating in this manner. Its borderline predatory and fraudulent.

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2021/12/05) */ December 05, 2021 Better Business Bureau Chicago & N. Illinois 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 Mr. ****** ****** (BBB case number XXXXXXXX) regarding the itinerary XXXXXXXXXXXXX. Our records indicate that on October 27, 2019, a flight reservation was booked for travel departing from Tampa to Zurich, on May 06, 2020 returning on May 14, 2020 with United. We understand that Mr. ****** is looking forward to receiving their credit. Upon receiving this complaint, we checked our records and reviewed United policy, keep in mind that Travelocity does not charge for changes or cancelations since we are subject to United policies. We have verified the policy contacted United airlines, they have confirmed that the credit is still available and the new ticket must be reissued before Dec 31, 2021. Any difference in prices will be collected. 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, Ashley Rivera Customer Resolutions Team Consumer Response /* (3000, 8, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good afternoon, While its great that I'm being advised my voucher is still valid through United Airlines as long as I purchase a new ticket before 12/31/2021, the issue I am having is conflicting information between both United Airlines and Travelocity. On Saturday 11/20 I spent over 4 hours on the phone with both Travelocity and United Airlines. Travelocity advised United Airlines is in charge of the credit but United Airlines is telling me because the ticket is classified as what is a called a "bulk ticket" they are unable to see the value of the voucher and Travelocity must issue the voucher. I was eventually able to get transferred to what is called the "rate" department at United Airlines for a manual calculation to be performed; however, I was advised I could only redeem my voucher with outgoing travel on 7/17/2022 and returning on 8/19/2022 which over a month of travel. This is unreasonable as I cannot be gone for over a month on this trip. On Monday 11/22/2022 I called Travelocity again and they offered to rebook my trip for the desired travel dates of 6/15-6/23 but advised me the difference in price will be $4k a ticket for a total of $8k. This pricing is outrageous as its over double what retail price of these tickets through United are right now. In the meantime I've requested multiple callbacks from a supervisor at Travelocity and have yet to receive a phone call. I did receive an email from Travelocity on 12/2 stating an attempt to call me was made but I do not have a missed call from Travelocity. Additionally the itinerary number referenced in this email is XXXXXXXXXXXXX which is not the itinerary number I was provided when I booked my trip to Zurich back in October of 2019. In order to resolve this matter Travelocity needs to take ownership of their utter lack of organization and dismal business practices. Business Response /* (4000, 12, 2021/12/21) */ December 21, 2021 Better Business Bureau Alaska, Oregon & Western Washington Complaint Department RE: Travelocity Case #: S#XXXXXXXXX Dear Better Business Bureau, Thank you for forwarding the consumer rebuttal from Mr. ****** ****** (BBB case number XXXXXXXX). We regret to hear the customer did not accept our resolution offered. We have verified our records and confirmed with United and refund is not allow, the credit information has been provided already. Regarding the difference in fare, keep in mind that prices and availability are subject to change. Travelocity is unable to issue a refund. 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, Sandy Rivera Corporate Correspondence Team

• Initial Complaint

  11/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last night 11.15 I booked a trip through travelocity. Due to issues with their site my reservation was changed without my consent. I received an email showing the incorrect reservation moments after booking. At which point I called and messaged travelocity for immediate help. They did nothing - they did not help whatsoever. the rate subsequently changed and the company refuses to take responsibility. I am seeking a bill adjustment / refund for the $451 fee I was charged incorrectly for the one night, which travelocity's site left off my original booking. It is worth noting that this trip is for a terminally ill person and all we wanted was a little help and kindness. Instead travelocity treated us poorly and robbed us of nearly $500 through the issues with THEIR site.

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2021/11/26) */ November 26th, 2021. Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case # S#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 Mr. ***** ****** (BBB case number ********) regarding the itinerary number XXXXXXXXXXXXXX. Our records indicate that on November 15th, 2021 a package reservation was booked for travel departing from Phoenix, AZ, United States to Cancun, Quintana Roo, Mexico on November 22nd, with Spirit Airlines, and returning on November 26th, 2021 with American Airlines, and a hotel reservation at Garza Blanca Cancún - All Inclusive to check in on November 23rd, 2021 and check out on November 26th, 2021. We understand that Mr. ****** is requesting a refund for the amount paid to add an extra night on the booking due to an error on the reservation. Upon receiving this complaint, we have taken the decision to process a refund to the customer as one time courtesy for the amount of $451.47 to the original form of payment, Visa ending on 9837. The funds could take up to 7-10 business days to show up in Mr. ******'s account, depending on his bank. 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, Julia C/SALJcoreas Corporate Correspondence Team

• Initial Complaint

  11/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a vehicle through Travelocity on 10/04/21 and paid them by credit card. When I got to Avis rental car in Hamburg Germany on 10/13/21, they had the reservation from Travelocity, but no payment from them. They were kind enough to let me call Travelocity from their phone to resolve the payment issue. The person I spoke to said that something must have gone wrong and was checking into it, but hung up on me instead. I called Travelocity again at which time I had a different agent, who promised me a return of my payment within 10 days. I spent 45 minutes on the phone to get to that point, but never received my money back. When I returned the vehicle to Avis in Hamburg on 11/03/21, I had to pay them for the rental car as well. I now paid twice for the rental. I called Travelocity today (11/06/21) again and spoke to Keith M. ( all the info he gave me). I asked for a supervisor/ manager, but was told no one was available. This agent was able to see my complaint from 10/13/21 in their notes, but couldn't tell me why a refund has not been issued. He said they need to contact Avis in Hamburg to confirm that I paid them as well, before they could issue a refund. Furthermore I was told that I would hear from them within 10 days, which I was told before and never did.

  Business response

  02/03/2022

  Business Response /* (1000, 7, 2021/11/30) */ 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: I can confirm that this reservation was created on 04 October 2021 via the Traveloicty.com mobile site for an Economy 2/4 door car, picking up October 12, 2021 and dropping off November 3, 2021. The customer notified us on 13 October 2021 that there was an issue at the time of pick up and Avis did not receive the payment information to bill us for the rental. It seems that we never got assistance from Avis and used documentation of the rental and charges provided by the customer to refund the rental charges on 12 November 2021. Conclusion/Resolution: The customer's refund on 12 November 2021 was for the prepaid amount of the rental, however the documents provided show that the customer actually paid more than this amount at the time of pick up. We have issued an additional credit based on the documents the customer provided to match the billing more appropriately. This additional credit of 347.44 USD should ensure the customer's billing matches that which they agreed to at booking and will post to their original form of payment within 5-7 business days. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Chris W Global Customer Resolutions Team Travelocity.com

• Initial Complaint

  11/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In July 2020 we were booked on an American Airlines flight to Alaska which we booked through Travelocity. That flight was cancelled. In May 2021 we used our flight credit on the Travelocity website to book a new flight for July 29, 2021. Travelocity sent us confirmation emails, including a confirmation number for American Airlines On 7/29/21, we arrived at the airport and American Airlines told us we had reservations but not finalized tickets. They said that Travelocity must have made an error. We had to pay our full credit from Travelocity PLUS $284.06 per ticket for a one-way flight from Hartford to St. Marteen. American charged us the last minute fare as if we booked the tickets that day (even though we booked them almost 3 months earlier). Our total out of pocket ad-collect expense on 7/29/21 was $568.12 plus the credit from 2020. We spent a lot of time talking to American Airlines and it was clear that Travelocity made the mistake. On 7/14/21, Travelocity made changes to our ticket without our consent. This resulted in our tickets not being finalized which cost us $568.12 in unnecessary fees. I have spent dozens of hours on the phone with Travelocity and each time I am told they "will investigate". Each time they come back and blame American Airlines. They have "investigated" this for over 3 months now. I call Travelocity every 10 days to continue the investigation and keep being told it is American Airlines that is responsible. We agreed to pay the fare as it stood on the Travelocity website on 5/4/21. We have requested that Travelocity refund the unnecessary ad-collect of $568.12 charged by American Airlines due to Travelocity's mistake. Travelocity mishandled our reservation costing us $568.12 in unnecessary fees and we want that money returned to us.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/11/23) */ November 23rd, 2021 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case # S#XXXXXXXX/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 ***** *******, (BBB case number XXXXXXXX) regarding the flight booking with itinerary XXXXXXXXXXXXXX. Our records indicate the flight booking with American Airlines from Hartford, CT, United States to Philipsburg, Sint Maarten. We understand ***** *******, is requesting a refund. Upon reviewing the booking and the case, we confirmed, one of our representatives, processed a refund for $568.12 back to the original credit card used to book the flight, an email was sent advising the case has been resolved already. 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, Luis Ramos Corporate Correspondence Team Consumer Response /* (2000, 7, 2021/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) A refund was issued to my credit card as requested.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I purchased a flight and hotel stay from Dallas to Florida on March 16th of 2020. Originally, this trip was booked for July 2020. However, with the pandemic we were forced to move the date to August 2021 - which we paid an additional $118.84 because the price had increased. A few days before our trip, our five year old was diagnosed with COVID and we were unable to go. We provided a doctor's note for this. We had purchased trip insurance with AIG through travelocity. Travelocity told us we would get a credit for the flight with American Airlines, but that the hotel, Villa Europa in Hollywood Florida would not allow us to move the date again and we would have to cancel and file for a refund with AIG insurance. We have not received a voucher for the flight credit. We have completed all that AIG required and have received several emails from AIG stating that everything on our end has been submitted correctly, however they are waiting on Travelocity to confirm our trip so that they can refund us. We have tried several times to contact Travelocity and have been told that no one is available that can help us. I have attached a copy of the email we have received from AIG several times. We want Travelocity to confirm our trip details with AIG so that they can refund us for the flight and hotel. Hotel cost: $445.95 Flight cost is $232.79 for ***** ****** and $232.79 for ******* ****** for a total of $465.58 The total cost of the trip is $911.45 The itinerary number for the trip is XXXXXXXXXXXXXX

  Business response

  02/03/2022

  Business Response /* (1000, 10, 2021/12/01) */ 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 May 9, 2021 via Travelocity's website for arrival on August 26, 2021 and departure on August 30, 2021. At the time of booking, the customer agreed to the following cancellation policy: Non Refundable- 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 can confirm that the customer contacted customer care on August 25, 2021 to request to cancel the reservation because of extenuating circumstance. Our customer care agent attempted to contact the hotel to request a waiver, however there was no answer. On October 25, 2021 the customer contacted our customer care team to request a refund, and we attempted to contact the property for a waiver, however the hotel had denied our request. We understand the customer is requesting to use their insurance to request a refund for the hotel and original flights, however the insurance that was purchased was Hotel Cancellation Protection for the second reservation. Since the flights were not booked with insurance the policy would only cover the hotel portion for this reservation. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. I have sent the information to AIG regarding the customer's complaint. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Stacy L. Global Customer Resolutions Team

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked flight on Travelocity on 11/12/2019 on WestJet for March 29, 2020 CUN-YWG-MSP. Airline Locator Code: MYXIXP ****** ***** Ticket# ************* **** ****** Ticket# XXXXXXXXXXXXX USD total 742.80 We proactively cancelled this flight through Travelocity on March 14, 2020 because of concerns regarding travel issues and Covid-19. WestJet issued travel credit for each ticketed passenger in the amount of USD 371.40. However, the flight was later cancelled by WestJet due to Covid-19 travel issues and any other remaining passengers on the flight were entitled to a full refund, according to WestJet's policies published online. Graduate school and internship obligations have not allowed for time off or international travel since WestJet recommenced flights to/from MSP, nor will they before travel credits expire on March 29, 2022. Physical therapy internships will not allow for time off for international travel until Summer 2023. Between 10/21/21-10/23/21, we spent several hours with both Travelocity and WestJet customer support, trying to obtain a refund. Travelocity representatives stated their hands are tied and the refund is dependent on WestJet. On October 21, 2021, a WestJet representative stated she couldn't issue a refund and that it was dependent on Travelocity. On October 21, 2021, we requested a refund through WestJet using Account #XXXXXXXXX belonging to ****** ****, who originally purchased the tickets on Visa ***** On October 23, 2021 a refund request was made via email by Travelocity to WestJet. As stated, we are requesting a full refund for travel on WestJet that was not possible on March 29, 2021 from CUN-WYG-MSP, due to flight cancellations in the wake of Covid-19.

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2021/11/09) */ November 9, 2021 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case S#XXXXXXXX/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 ****** **** (BBB case number XXXXXXXX) regarding the flight reservation with itinerary XXXXXXXXXXXXX. Our records indicate that the customer is requesting for a refund. Upon receiving this complaint, we found that this reservation is under the airline control and already expired back on November 12, 2021. The airline will need to take actions to resolved this concern. 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, Gerardo Rivas Customer Resolutions Team Consumer Response /* (3000, 7, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I attached the document with the BBB reply from West Jet. It clearly states that a refund or resolution is under the control of the third party / Travelocity. I have spoken extensively to West Jet customer service and not once was an expiration date other than March 2022 stated, and this is posted online as well. Your reply states a expiration of November 12, 2021. Since it is not yet November 12, 2021 Travelocity should not yet have had any issue with such a deadline. Business Response /* (4000, 16, 2021/12/13) */ December 13, 2021 Better Business Bureau Fort Worth, TX Complaint Department RE Travelocity Case S#XXXXXXXXX/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 ****** **** (BBB case number XXXXXXXX) regarding the flight reservation with itinerary XXXXXXXXXXXXX. Our records indicate that the customer is requesting a refund. Upon receiving this complaint, we have reviewed the policy provided by WestJet and they informed that this reservation is eligible for a flight credit valid for 24 months from original departure date. As we are subject to the airline's policy, since the ticket is non refundable we will not be able to proceed with a refund. 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, Gerardo ***** Customer Resolutions Team

• Initial Complaint

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently booked a trip with Travelocity for a two night stay in DC. I was traveling down from New Haven, CT but had car troubles and had to cancel my reservation. I spent 2-3 hours on the phone (the majority on hold) and spoke to two different reps who refused to either help or pass me to a supervisor. I was given the complete run-around and multiple stories: first, I was only going to be charged for the first night, then they changed it to both nights (per the hotel's policy according to them, which they could do nothing about.). I just spoke to the manager at the hotel and they never charged me for either night. Instead, Travelocity has pocketed the charges entirely. Their business practices are beyond corrupt and they should be investigated fully. I DESERVE - AND EXPECT - A FULL REFUND ASAP!!!

  Business response

  02/07/2022

  Business Response /* (1000, 12, 2021/12/15) */ Contact Name and Title: Erica Global Cust Agent Contact Email: *****************@expedia.com 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: I can confirm that this reservation was created on October 19, 2021 via Mobile Site for arrival on October 27, 2021 and departure on October 29, 2021. At the time of booking, the customer agreed to the following cancellation policy: Cancellations or changes made after 6:00 PM local hotel time, Monday, October 25, 2021 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value. Customer care was able to obtain approval for a refund in the amount of 332.20 USD and issued a refund to the original form of payment on October 31, 2021. At this time, our systems confirm that the refund has been successfully completed. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. As the total refund has been issued, there is no further action required from our side. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Erica N. Global Customer Resolutions Team

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a vacation package to Fiji for my honeymoon in Feb 2020 through Travelocity, due to covid-19 all travel was cancelled for international flights. Nadi Airport ,Fiji was closed and no flights were available since Feb 2020 until now. We were able to receive refunds for the hotel and vehicle accommodations within weeks in 2020 from date of cancel March 2021 was advised Fiji Airways would honer full cash refunds since airport was still closed. Request Refund March of 2021 requested refund again- was advised this would be processed by Travelocity. Received email may take a few months July 2021 Requested Refund again October 2021 NO Refund still . Every time I call Fiji Airways, they say Travelocity would need to process refund. Travelocity says waiting on Fiji Airways. I can see the credit in my Travelocity account but want the cash refund that is available per the refund policy on Fiji Airways website. Calls get dropped, hung up on, long wait times. Travelocity advised they do not have a customer care department and no supervisors are ever available. Need help getting my refund Please Help. Refunds is $1003 Per ticket. tickets purchased.

  Business response

  12/30/2021

  Business Response /* (1000, 7, 2021/11/09) */ November 09, 2021 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case # **********/CMS 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 her flight reservation. Our records indicate that the customer booked a flight reservation to fly on Fiji Airways for 2 passengers. We understand ****** ***** is requesting a refund. Our records also indicate that the reservation was cancelled due to COVID-19. We sent a refund request to the airline since we understood that the customer wanted her money back. We have not received an update about the request. Therefore, we have called them and they explained to us that refunds are being processed in date order received and may take months to process by their Finance team due to the high volume of refund requests and limited staffing. Based on policies received from the airline, it can take around 10 months, however, it could take longer based on what we were informed today. We are sorry for the inconvenience. We have sent this information to the customer via email. 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, Mauricio P. Corporate Correspondence 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. ↩