ComplaintsforTravelocity

• Initial Complaint

  10/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I book an hotel stay plus airline accommodation via Travelocity for September 9 till 13. My understanding when I contacted Travelocity on September 9, 2021 to let them know that since I missed my flight that morning, I would be booking a new flight, I was told my hotel room was not affected by this. I had also contacted La Quinta to let them know about the change, and I was once again told everything is fine. Upon my arrival at the hotel on september 10 to check in I was informed my hotel stay was cancelled. I immediately called travelocity to figure out what happened. The woman on the other line contacted the hotel and told me there was not much she was able to do and she will refund me my money. about $400 plus. A few days after i returned i called Travelocity to find out if my refund was processed and i was told a completely different story and now somehow they cannot get in touch with the hotel to process my refund. I had to book an other hotel because I had nowhere to sleep.

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/10/21) */ 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 September 8, 2021 via Mobile Site for arrival on September 9, 2021 and departure on September 14, 2021. At the time of booking, the customer agreed to the following cancellation policy: Cancellations or changes made after 4:00 PM local hotel time, Wednesday, September 8, 2021 are subject to a hotel fee equal to 22% of the total amount paid for the reservation. 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. We apologize for the difficulty the customer has experience with this reservation and while seeing a refund for the unused reservation Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. Upon receiving this case we had reached out to the supplier to request waiver for the reservation. This request was approved as the booking had been canceled internally with the supplier without penalty. As such we have issued a refund in the amount of $414.70 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, **** B, Corporate Correspondence Team

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked flights for my family with Travelocity. Because of Covid related reasons, I was not able to travel on my scheduled flight, but I booked tickets for the next day with an agent. The agent clearly told me that I will be able to use credit from my unused flight to pay for my second flight, but just need to give my credit card number for booking. When I called Travelocity again to use the credit of my unused flight towards my new flight, they said they can't do it as it is not the same airline. I told them that their agent clearly told me that I will be able to use the credit for the new flight. They said they will listen to the conversation I had with her and will respond within 5 business days. Three weeks went by with no response. I called again and they said they will re-send the question to management, and I will hear back within 5 business days. Another week went by without a response. There is now a huge charge on my credit card bill which I should not have to pay.

  Business response

  10/20/2021

  Business Response /* (1000, 5, 2021/10/20) */ Oct 20, 2021 Better Business Bureau **** ****** TX Complaints Department RE: Travelocity XXXXXXXX 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 ******* *********** (BBB case number XXXXXXXX). Upon further research, we are unable to locate a Travelocity account related to ******* *********** complaint. We respectfully request that ******* *********** provide us with the email address used to book the reservation, 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, Cristian ******* Customer Resolutions Team Consumer Response /* (3000, 7, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm waiting for a full refund. But I understand that the step of providing them with more information is necessary, and that's what I'm doing now. Business Response /* (4000, 12, 2021/11/06) */ Nov 6, 2021 Better Business Bureau Fort Worth, TX Complaints Department RE: Travelocity XXXXXXXX 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 ******* *********** (BBB case number XXXXXXXX) regarding the itinerary's XXXXXXXXXXXXXX,XXXXXXXXXXXXXX,XXXXXXXXXXXXXX,XXXXXXXXXXXXXX. Our records indicate that on 24 Jun 2021, a Flight reservation was booked for travel from Newark, NJ, United States to Tel Aviv, Israel on 13 Sep 2021 returning on 3 Oct 2021 traveling with Turkish Airlines. We understand that ******* *********** is looking forward to received a billing adjustment on their reservations. Upon receiving this complaint, we checked our records and can confirm that ******* *********** voluntary canceled reservation following normal policy by the airline under Itinerary's XXXXXXXXXXXXXX, XXXXXXXXXXXXXX. We Listened the interaction to confirmed any misadvised ******* *********** received, however no error were found, our agent explained that ******* *********** will keep flight credit for same airline in case she decided to canceled reservation, as these credits are coming by them and not from the travel agency. During interaction travel credit with a different airline was never mentioned. At the same time new reservation was booked as ******* *********** requested under Itinerary'sXXXXXXXXXXXXXX, XXXXXXXXXXXXXX and all the details were appropriately shared. As a result we must follow normal policy on this reservations and not billing adjustment can be make. 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, Cristian ******* Customer Resolutions Team Consumer Response /* (4200, 14, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Travelocity has responded that no error was found, and that the agent told me that the credit will only be allowed to be used for the same airline. However, this is absolutely not true! Maybe they listened to subsequent conversations I had with their agents after I had already booked my flight on a different airline. The conversation they need to review is the 2 hour conversation I had on September 13 in the morning or early afternoon. That agent clearly told me multiple times that the new flights she is booking for us will be able to be paid for using the credit. If Travelocity will continue to deny this, I insist that they send me the complete recording of the conversation so the facts will speak for themselves. Business Response /* (4000, 39, 2022/02/07) */ February 07, 2022 Better Business Bureau Dallas, TX Complaint Department RE: Travelocity Case XXXXXXXX Dear Better Business Bureau, Thank you for allowing us the opportunity to address the concerns raised by Ms. ******* *********** (BBB case number XXXXXXXX). We regret to hear Ms. *********** did not accept our response and/or resolution offered. We have reviewed the documentation/new information that Ms. ******* *********** provided to further address her concerns. As per our records all the details were appropriately shared with the customer before confirming the new reservations. Since customer booked a non-refundable reservation with Turkish Airlines. We have contacted Turkish Airlines to obtain a refund authorization however, they have preferred to stick to their policy and offered future credit. As no error established from our end, we are afraid to inform you that we would not be able to accommodate a refund request. Please find below the Terms & Conditions of the future credit. Must reissue and complete travel on/before 31 May 2022 Change fee waived, unlimited for rebooking and new travel complete on/before 31 May 2022. Any rebooking or new travel on/after 01 June 2022 and within ticket validity will be per fare rules If new fare is higher than original: increase must be collected Any residual will be forfeited Rerouting allowed 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, Puneet ****** Global Customer Resolutions Team Consumer Response /* (3000, 43, 2022/02/09) */ I didn't see what was different between the previous letter dated January 21 to this one. Business Response /* (4000, 64, 2022/06/08) */ Dear Better Business Bureau, It has been my pleasure to assist with Case #XXXXXXXX. Due to the customer's continued dissatisfaction, we have reviewed this matter once more. We understand the customer is seeking a refund as they thought they would be able to use the credit from their cancelled flight on the new flight. Unfortunately, due to privacy concerns, we are unable to provide a copy of the call recording as requested. However, we can confirm that the customer's original flights were booked on June 24, 2021 and cancelled on September 14, 2021 (2:46 AM GMT). The new flights were booked at 6:17 PM GMT on September 13, 2021; therefore, it would not have been possible to use the credit on the original flights since they were cancelled after the new bookings were created. Please know, our teams reviewed the customer's interaction with our customer care team when this issue was originally brought to our attention, and we found no error during the review. Regrettably, based on our findings, we are unable to offer a refund or credit for the customer's original flight. Kind regards, Rachel F. Supervisor Global Customer Resolutions Team Consumer Response /* (4200, 67, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate that Travelocity is careful with their customers' privacy. I'd be happy to sign a consent form allowing them to release all the conversations I had with their agents. The timing of the booking and canceling the flights is exactly right, and what I've been saying all along. I called Travelocity the day of my original flight to see what my options would be in case I can't fly that night. As I wasn't sure at that time if I would be able to fly on the original flight, the agent recommended that I keep the original flight and book new flights in the meantime using my credit card. If I will be able to fly on the original flight, I will call within 24 hours to cancel the new flights. If I need to use the new flights, I should call to cancel my old flight and have the agent transfer the credit to pay for the new flight, and then I would only pay the difference. I acted on her advice. But when I called later to cancel the old flight, they didn't agree to use my $4761.19 credit as the original agent say they would. As I've said multiple times, you can gladly listen to the recording and you'll hear that this is exactly what happened. I will not accept any twisting of the facts by Travelocity, and I still demand a full refund. Business Response /* (4000, 69, 2022/06/23) */ Hello Better Business Bureau, Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again. We have taken a look at the customers case again and researched the customers interactions with our customer care. The call the customer was not told they could use their future travel credit with any airline. The policies from different airlines are specific to that airline and cannot be changed. For the inconvenience we apologize that there was a miscommunication with the customer and thank the customer for brining this to our attention. Thank you for allowing us another chance to review this case. Kind regards, Jalen B. Global Customer Resolutions Team Consumer Response /* (4200, 71, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have repeatedly requested of Travelocity to release the conversation I had with their representative when this misinformation was told to me, but they continue to ignore my request. They say they have "reviewed" the issue, but they are not allowing me to prove my case. I know what I heard, and no matter how many times they will say otherwise, I know without a doubt that their agent told me I can use the credit for a different airline, and she herself is the one who booked the new tickets on a different airling. Travelocity is trying to run away from the truth, but eventually they will have to pay up. Business Response /* (4000, 75, 2022/07/05) */ Dear Better Business Bureau, After receiving ******* ***********'s we have reviewed the complaint in its entirety once more. We understand ******* *********** is seeking a refund for her original flights as she was told that she would be able to use the credit on her new flights. As indicated in previous correspondence, we were able to confirm that the customer's original flights were booked on June 24, 2021 and cancelled on September 14, 2021 (2:46 AM GMT). The new flights were booked at 6:17 PM GMT on September 13, 2021; therefore, it would not have been possible to use the credit on the original flights since they were cancelled after the new bookings were created. Regarding the request for call recordings related to this case, we are unfortunately unable to provide these recordings as requested. To provide further context, in addition to our privacy concerns related to releasing such data, our call recording system is setup to overwrite call recordings every 120 days, therefore the conversation(s) that occurred in September 2021 is no longer available for review or retrieval. However, as mentioned in our previous responses, we can confirm that the call recording was reviewed by a Travelocity agent prior to the expiration of the recording, and it was clearly notated that no agent errors were identified at that time. We continue to stand by this statement and are unfortunately unable to provide any alternate resolutions to ******* *********** for this matter. Please note that if the call recordings had still been available in our system, the state in which ******* ***********'s account was created does not grant the right to access such personal data. A subpoena would have been required in order for us to release such data. Unfortunately, we are unable to proceed with a refund as ******* has requested, nor are we able to provide a copy of the call recordings. Thank you for the opportunity to review this matter once more. Kind regards, Rachel F. Supervisor Global Customer Resolutions Team

• Initial Complaint

  09/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I planned a family vacation to Disney World April 2021 I purchased Disney World tickets through a package on Travelocity due to Covid I was not allowed to take my family to the park because there were regulations that I wasn't informed of prior. I called Disney world and tried to get into other parks that might have been open and was unsuccessful the next opening they had was the day that we were coming back to New York. I have since contacted Travelocity They told me I had to contact Disney World when I contacted Disney World they told me they could not refund me and I had to contact Travelocity I've sent numerous emails and Travelocity has yet To respond I spent in total on tickets 1500 for Disney world and aquatica.

  Business response

  12/17/2021

  Business Response /* (1000, 9, 2021/10/28) */ 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 both reservations were created on 18 MAR 2021 via Mobile app for arrival on 20 APR 2021 and 21 APR 2021. At the time of booking, the customer agreed to the policy that the bookings are non refundable in case of cancelation. The customer informed us, that both reservations could not be used as the resorts were closed due to COVID-19. Then the customer contacted our Customer Service in order to inform about the issue. As our records indicate, our Customer Service attempted to reach out to our suppliers but unfortunately could not yet resolve the situation. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. We have again evaluated the situation. Due to temporary closure of the resorts, we can agree on the refund of the unused tickets for both reservations. We have issued a refund in the amount of 388.65 USD and 739.59 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Katrin Rothe Global Customer Resolutions Team

• Initial Complaint

  09/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On approximately September 15, 2021, I booked a trip to London using the travelocity website. This trip included hotel and direct flights round trip flight on Virgin Atlantic (10/8/21-10/12/21). On 09/25 Travelocity sent me an email telling me my return flight was changed to 10/13 because VirginAtlantic cancelled the flight on 10/12. The email said my options were to accept the change or cancel the booking. I contacted Travelocity because I needed to be on a flight returning on 10/12 and received the run around. When I called Virgin Atlantic I was told this change needed to be done through Travelovcity and that they could easily do so at no additional cost to me. I attempted to make this change 4 times to no avail. I keep getting transferred and eventually hung up on.

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/10/07) */ October 7, 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 ******* **** (BBB case number XXXXXXXX) regarding the flight itinerary XXXXXXXXXXXXXX. Our records indicate that on September 16, 2021, our customer self-booked a flight reservation using Expedia's website, under itinerary XXXXXXXXXXXXXX. The flight was departing on October 8, 2021, from Boston, MA to London, England, and returning on October 12, 2021, aboard Virgin Atlantic. We understand that our customer is seeking to change the return flight for October 12, 2021. Upon receiving this complaint, we reviewed the booking and found that Virgin Atlantic made a significative change on the return flight and was moved to October 13, 2021. We confirmed that the tickets were already confirmed for a new flight on October 12, 2021 instead the 13th. This change was made with no additional cost and the new flight was confirmed to leave at 10:10 AM from London and will have a connection in New York for 1 hour and 30 minutes. The flight will arrive Boston, MA at 4.15 PM the same day. 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, Joshua F***** Customer Resolutions Team

• Initial Complaint

  09/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have about $1600 in airline credits showing on my Travelocity account. When I go online and press the button/link to claim the credit, I receive a response to call Travelocity. When I call Travelocity, they refuse to give me the credit. They say I need to call the airline. The airline says I need to call Travelocity. I would like a refund of all the money owing to me. I would be willing to use the money as credits toward flights or they may refund my credit card.

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/10/01) */ October 1, 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 XXXXXXXX) regarding the flight itinerary XXXXXXXXXXXXXX and XXXXXXXXXXXXXX. Our records indicate that on September 27, 2021 Mr. ****** self-booked a flight reservation using Travelocity website, under itinerary XXXXXXXXXXXXXX and XXXXXXXXXXXXXX. On the first itinerary there are 4 tickets (0147500049425,XXXXXXXXXXXXX, XXXXXXXXXXXXX, XXXXXXXXXXXXX) and the other itinerary is 1 ticket only (XXXXXXXXXXXXX) with Air Canada. We understand that Mr. ****** is seeking to redeem the travel vouchers. Upon receiving this complaint, we reviewed the booking and found that the tickets above were refunded by Air Canada since May 2021. We confirmed that they refunded them to the original form of payment, in this case, the Master Card ending in 7312. As this card may have expired in August 2020, Mr. ****** will need to contact his bank institution to verify the status of the 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, Joshua ****** Customer Resolutions Team Consumer Response /* (3000, 7, 2021/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response relates to the flights with Air Canada. It was useful in helpoing me track the refunds. Thank you. There are still some other fligths with other airlines that are unaccounted. I have spent many hours trying to sort this out with the airlines and with Travelocity. The airlines say that Travelocity is responsible for the refunds or credits. When I go onto Travelocity, the website still says that I have credits owing me. Still, the website won't let me use the credits to book new flights. Please give me the refunds or allow me to use the credits. Business Response /* (4000, 11, 2021/10/16) */ October 16, 2021 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 ***** ****** (BBB case number XXXXXXXX) regarding the flight itinerary XXXXXXXXXXXXXX and XXXXXXXXXXXXXX. Our records indicate that on February 9, 2020, our customer self-booked a flight reservation using Travelocity website, under itinerary XXXXXXXXXXXXXX with WestJet. On December 4, 2019 our customer also booked an American Airlines flight ticket. The WestJet flight was departing on July 10, 2020, from Fort Lauderdale, FL, United States to Calgary, AB, Canada. The American airlines ticket was for March 17, 2020 from Miami, FL to Birmingham, AL and returning on March 22, 2020. We understand that our customer is seeking a refund for the flight booking or to redeem the tickets towards future flights. Upon receiving this complaint, we reviewed the booking and found that the 2 WestJet tickets and the American Airlines ticket were cancelled for a travel voucher. According to the airline policies, the tickets are non refundable, however, the option provided was the travel voucher to use for future travel. Airline credits are equivalent to the value of the air tickets. Our records also indicate that we have been trying to contact our customer to redeem the travel vouchers over the phone. We have also sent emails to the customer but we have not received any reply. We have sent the customer all the travel voucher information in a separate email. Once our customer have new travel dates he will need to contact us or follow the redemption instructions online. 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, Joshua ****** Customer Resolutions Team

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 8 airline tickets in February 2020 through Travelocity for a flight to London on American airlines for a specific event. Ticket numbers are XXXXXXXXXXXXX, XXXXXXXXXXXXX, XXXXXXXXXXXXX, XXXXXXXXXXXXX, XXXXXXXXXXXXX, XXXXXXXXXXXXX, XXXXXXXXXXXXX, XXXXXXXXXXXXX The event was cancelled due to the COVID pandemic. I do not need to travel and I do not want to travel with virus variants still circulating. I received an email in may from Travelocity saying I might be eligible for a refund. I didn't hear back until recently, 4 months later. Travelocity said all they could do was extend the expiration date of our vouchers. Spoke with a Travelocity rep and was told that they cannot do anything, that they are bound by American airlines policy and it is up to the airline alone to issue a refund. I contacted American airlines and was told that it's out of their hands and Travelocity has to issue the refund. Somebody has the $5500 I paid for these tickets and won't refund me.

  Business response

  11/29/2021

  Business Response /* (1000, 5, 2021/09/29) */ Sep 29, 2021 Better Business Bureau Fort Worth, TX Complaints Department RE: Travelocity XXXXXXXX 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 ***** ********* (BBB case number XXXXXXXX) regarding the itinerary XXXXXXXXXXXXX/XXXXXXXXXXXXX. Our records indicate that on 26 Feb 2020, a Flight reservation was booked for travel from Philadelphia, PA, United States to London, England, UK on 2 Apr 2020 returning on 9 Apr 2020 traveling with American Airlines. We understand that ***** ********* is looking forward to received their refund for their flight reservation. Upon receiving this complaint, we checked our records and can confirm that ***** ********* canceled reservation and an airline flight credit was issued in a proper way following airline policy. We spoke with American Airlines directly as they are merchant on records and they advised that ***** ********* submitted a refund claim on their website on 24 Sep 2021. As a result Travelocity lost control of the reservation and now this request is under airline control. We strongly recommend ***** ********* to continue follow this request with the airline directly as they are now on the best position to continue helping him on this matter. 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, Cristian C****** Customer Resolutions Team

• Initial Complaint

  09/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased airline tickets through Travelocity on August 18, 2021. I purchased a flight Delta Refundable Main Cabin fare and an American Airlines Main Cabin Flexible fare. On August 28 I received an email stating Delta changed my flight and then an update from Delta on August 20. On September 2 I received an email from Travelocity regarding this flight. They downgraded my fare to nonrefundable and issued me an airline credit instead. I have called and chatted with them regarding this matter over 20 times. I have been told on 3 occasions within 24 hours I would receive a callback from a supervisor to help revise the matter. I have yet to hear back from anyone. All I would like is for my ticket to be reverted to a Refundable Main Cabin fare as per my purchase. I have no need of airline credits and specifically paid more money in order to be able to cancel my trip at any time for a full refund. I have a feeling they did the same thing to my return American trip.

  Business response

  12/20/2021

  Business Response /* (1000, 7, 2021/10/08) */ Complaint Reference Number: XXXXXXXX Dear Better Business Bureau, It has been my pleasure to assist with Case #XXXXXXX Our findings and resolution to the case are listed below. Findings: I can confirm that this reservation was created on August 18,2021 via Mobile-App for arrival on November 30,2021 and departure on December 5,2021 At the time of booking, the customer agreed to the following cancellation policy: A refundable ticket until a exchange of ticket for a cheaper rate on Sept 2,2021 which changed the ticket to a non-refundable ticket . Since an exchange of ticket has completed and agreed upon with the customer we are unable to refund . We understand that had had difficulties receiving calls from Supervisor . We apologize for this. Given the unprecedented numbers of customers calling our customer service line due to the COVID-19 crisis, there have been long wait times and many customers have experienced significant difficulties in getting through to our customer service agents and receiving call backs Our agents are working as fast as they can to manage all requests and we have been redeploying team members from other parts of the business to assist and expand our ability to handle the volume of calls we are receiving. Nonetheless, we acknowledge the experience has been less than ideal and understand the impact this has had on our travelers. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. As we confirmed the customer requested a cheaper rate , 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, Rebecca D. Global Customer Resolution Team Consumer Response /* (3000, 9, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are lying. I never requested a cheaper rate. Delta changed the flight and when they did that Travelocity selected a cheaper rate for me without notifying me of the change to a non-refundable ticket. I did accept the changes, because like I said, they led me to believe it was simply a change in flight times, not in my type of ticket. It wasn't until about the 9th agent I contacted that they were able to inform me that it was changed to a non-refundable ticket in order to get a cheaper rate, which again I did not ask for. I confirmed this with about 12 more agents afterward as I attempted to contact a supervisor. I have since been contacted by email letting me know they were reviewing my case and I would hear back within 48 hours. They didn't reach out again for over a week to pretty much say exactly what they said here. Again, this was not the chain of events and they are blatantly lying. Thank you for helping with this.

• Initial Complaint

  09/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 10 I was denied travel with fully paid ticket Passenger(s): LAN LOENEN/**** Travelocity Itinerary Number: XXXXXXXXXXXXXX JetBlue Airways Confirmation Code: LJGWAP Aeroflot-Russian Airlines Confirmation Code: EFEATN One letter of my last name had been mis-typed (LAN instead of VAN). For over 2 hours Travelocity agent was insisting that it is Aeroflot office that must fix it since they own the ticket. On the other hand, Aeroflot office ( contact number: XXX-XXX-XXXX - agent Ethan - #XXXXX) was insisting that Travelocity agent must fix it since it is my travel agency. In his turn Travelocity agent requested to call Aeroflot office (contact number - XXX - XXX-XXXX) that simply did not have anybody to answer my call - "excellent" job ethics!!!! Struggling with both offices for 2+ hours I was not able to make my flight. Needless to say that scheduled vacation is completely gone since it was international flight that cannot be rebooked at such short notice.

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/09/17) */ September 17, 2021 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case # S#XXXXXXXX/CMS 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 her flight reservation. Our records indicate that the customer had a roundtrip flight reservation from Phoenix, United States to Yekaterinburg, Russia. We understand **** ********** is requesting a refund. Our records also indicate that the reservation was not used. We called the airline about the customer's request, and we were informed that based on their policies the ticket is non refundable and changes are not permitted. We also verified our records, and we were able to verify that the reservation was booked based on customer's request, there was no error on our end. Therefore, we will follow the airline's policies and we will not be able to issue a refund. 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 Consumer Response /* (3000, 7, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not ask to change my reservation. The request was to change one letter typo. On the return flight I would be able to use it as I have purchased separate ticket and the Aeroflot office in Russia would be able to fix an issue. Nevertheless return ticket was cancelled without my acknowledgment. Business Response /* (4000, 9, 2021/10/01) */ October 01, 2021 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case # S#XXXXXXXX/CMS case # XXXXXXXX Dear Better Business Bureau, Thank you for forwarding the consumer rebuttal from **** ********** BBB case number XXXXXXXX. We regret to hear **** ********** did not accept our response and/or resolution offered. Our records indicate that the status of the ticket appears as refunded. Therefore, we called Aeroflot-Russian Airlines about the customer's request, and we were informed that they refunded the ticket on September 30, 2021 and it was processed to the customer's credit card. They did not specify the refund amount or how long it will take for the customer to receive it. We recommend the customer to keep checking her account as she will receive a refund based on what the airline informed us. 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, Mauricio P******* Corporate Correspondence Team

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a trip to Ireland on July 8. A short time later, CDC said don't go to Ireland unless essential and vaccinated. I chatted with Travelocity on August 4 and they told me that if we canceled, it would be fully covered and all refunded. Two weeks later, we decided to cancel to play it safe after we thought hard about it. But we had the assurance we'd be refunded for the hard-earned money. We were only refunded for the stay and offered vouchers for the flight. I got ahold of a supervisor after 6 calls and they acknowledged that we were provided wrong information and that the agent was wrong. That they'd be mad in our spot, too, but they couldn't offer us a refund. If she did, she'd lose her job. She said they have processes in place and no one can do it. We are out $1,396 now and they refused to do anything about it. We canceled because we had a guarantee to be refunded and decided to play it safe with Covid. We followed up with the insurance agency, too, as instructed to do.

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/09/14) */ September 14th 2021 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 Mr. ******* ******** (BBB case number XXXXXXXX) regarding Itinerary XXXXXXXXXXXXXX. Our records indicate that Mr. ******* ******** 's flight was voluntary cancelled and as per flexibility policy the flight was not covered to get a refund. We understand Mr. ******* ******** is requesting a full refund for the flight reservation since he was promised he will receive a refund in case he decides to cancel. Upon reviewing Mr. ******* ********' s itinerary, we were able to verify that Mr. ******* ********'s refund request has been already handled and resolved by our customer service team on September 13th in which, a full refund for the flight was issued for the amount of $1,392.06 due to the correct cancellation policy was not provided by a previous representative. Refund was issued on the original form of payment. The funds could take up to 24 hours to show up in his account, depending on the 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, Javier ******* Corporate Correspondence Team

• Initial Complaint

  09/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Travelocity charged me a higher rate for a room. hotel rate was actually cheaper in person. they charged my card a $75 hold fee. The hotel said they don't charge a hold fee, travelocity do and will return your money once you check out. we rented from the hotel the same room rate was 118.81. meanwhile travelocity charged $140.62 plus $75 hold fee as per hotel front desk stated the fee will be refunded and don't use travelocity again because their rates were not cheaper than our rate and they put holds on people's cards. So tonight 9/6 I call travelocity after speaking to the hotel front desk of how long will it take to get the hold money back! hotel front desk staff stated 5-10 business days. Travelocity agent said I'm not getting it back their keeping it. I need to speak to a supervisor I told the agent on the phone!She had me on hold for 59 minutes and 7 seconds to say oh I must wait 24hrs to speak to a supervisor. I need my money back ASAP! First and last time using their service

  Business response

  12/20/2021

  Business Response /* (1000, 7, 2021/09/30) */ 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: We can confirm that this reservation was created on 04 SEP 2021 via Hotels.com Mobile App for arrival on 4 Sep 2021 and departure on 5 Sep 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. Conclusion/Resolution: We pre-negotiate certain room rates with hotel suppliers to facilitate the booking of reservations on behalf of the customer. The room rate displayed on the website/confirmation email is a combination of the pre-negotiated room rate for rooms reserved and the facilitation fee retained by Travelocity to compensate us for our services. Travelocity serves as a third-party intermediary for our travel providers, such as Best Western Grand Victorian Inn and our customers. As an intermediary, Travelocity is not liable for refunds based on the actions of the travel providers. Our Terms of Use, to which were agreed to prior to making this reservation, makes this clear: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. We are unable to process a refund as this is built into the non-refundable rate. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Krista P. Global Customer Resolutions Team Consumer Response /* (3000, 9, 2021/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept what has been stated. The establishment also recommended to not use the service due to rates being a bit higher at times. I will use this as a learning experience! I'll never use the service after the first incident

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