ComplaintsforTravelocity

Travel Agency

Additional Complaint Information

Customer Complaint:

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Initial Complaint
03/05/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Received fraudulent charge on my credit card by your company that was not authorized by me. I have reported this to the credit card company ****************** who has removed the charge on my card. The charge was made on 2-13-24 for $280.20 for passenger ticket on American Airlines on 3-21-24 from ******* to *** and it appears there is a return flight. The person the ticket was issued to is *****/***********************. I have no idea who this person is. The ticket number is **************.
Business response
03/17/2024
March 17, 2024,

Better Business Bureau
**********, **
Complaint Department

RE: Travelocity reference number: 2541098

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

We understand ********************************** would like to raise a claim for an illegitimate transaction, which was posted on her Amex for a flight reservation booked under American Airlines.

Our records indicate the reservation was booked under a different travelers name, therefore, due to security purposes, we wont be able to provide more information regarding the booking. We suggest ******************, that she can connect with her bank to raise her claim such illegitimate transactions.

We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.

Sincerely,
*****************************
Global Traveler Resolutions Team
Initial Complaint
03/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a flight to the ****************** on the Travelocity site, leaving *** to ******************************* and returning on *****. I had to cancel the flight, and when I tried to reschedule it, I was charged enormous fees double what I paid for the flight and there was no resolution, and no ability to even use my credits.
Business response
03/21/2024
March 22, 2024
Better Business Bureau
**********, **
Complaint Department

RE: Travelocity Case ********/ BBB case 21376266

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from ************************************ (BBB case number ********) regarding the credits issued by ******* and ***** airlines under itinerary 72618764782894.

Our records indicate *********************** is disputing over the enormous fees charged to her while redeeming these credits. Upon reviewing the case we found the tickets were originally booked in basic economy and according to the terms and conditions of the tickets there will be a change fee of USD 100 per passenger for *****, USD 99 per passenger for ******* airlines and the price difference due to which there was a price hike.

Furthermore, we found the credits issued for ***** and ******* has already been utilized therefore, a refund in this instance would not be possible.

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

Sincerely,
*************************
Global Traveler **********************************************
Customer response
03/21/2024
I am rejecting this response because: I was NEVER told I would have cancellations fees that would result in an additional $1600! This was no where on anywhere that I whats the flight for in my confirmation flight. Please see attached.
Customer response
03/21/2024
Both Delta and Jetblue would NOT allow me to use the credits. So your statement in your OWN email back to me was not true. I made multiple calls, at least 5-7 and spoke to multiple agents at Travelocity, JetBlue and Delta. It wasn't until I threatened with a BBB complaint before someone allowed me to use my credits. The attached is from the Delta agent, who told me I had to book with Travolcity to get the credits. Look back at your call log and see how many times called. And the last time I called, the agent wouldn't even send me a confirmation of what I was charged (see the email). And I specifically told her I wanted to come back on Thursday and she booked me to return on Tuesday. I have asked repeatedly for the return flight on Thursday. She booked this and told me that she couldn't send me the email until a few hours so I didn't even know that she booked a return flight on Tuesday instead of Thursday until I got the email. So now I'm going to the Domician Republic for 3 days!! Why would I book a trip for 3 days! And I PAID $1600 TWICE for 3 DAY TRIP.
And then I got an email from Expedia (didn't even know you and Expedia were the same) and was told that it would be fixed and no one had done it yet (see email). This is the worst customer service I have ever experienced. I am heartbroken that I paid all that money and will leave on Sat getting there at midnight and come home on Tueday at 8am!!
Business response
03/22/2024
March 22, 2024
Better Business Bureau
**********, **
Complaint Department

RE: Travelocity Case ********/ BBB case 21376266

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from *********************** (BBB case number 21376266). We regret to hear *********************** did not accept the resolution offered.

Upon reviewing the case further, we can confirm that the information related to the change fees was informed to ***********************. According to the booking confirmation sent to ***********************, the itinerary consists of two one-way fares, which are subject to their own rules and restrictions. If one of the flights is changed or cancelled, it will not automatically change the other flight, and *********************** may incur a penalty fee for each flight for additional itinerary changes.

Additionally, as per the screenshot shared by ***********************, Expedia does not charge a cancellation or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to ***********************. Considering it is a basic economy fare for JetBlue and ***** airlines, and Expedia does not have the authority to override the policies provided by the airlines, we request that *********************** contact the airline to waive the change fee.

We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
*************************
Global Traveler Resolutions Team
Expedia Group

Customer response
03/22/2024
I am rejecting this response because of two reasons: 1) The response is not correct. I was not notified. This is an unfair practice that presents a financial hardship to the consumer. I ask the BBB to please assist me in obtaining a resolution. If not, I seek other options for a resolution. 2) I did not receive a response Part 2 of my compliant which is that the return flight be changed to Thursday, June 27 as requested. Please let me know if my return flight was changed.
Thank you.
Initial Complaint
02/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On February 21 someone contacted . They had contacted me before but I feared it was scam so I paid no attention. On the 21 they finally convinced me and told me if I join I just need to reset task with 101 dollars and start optimizing and earning . The business name is Travelocity . They said hotels pay them to optimize and raise their stars in the market . It was going well and I was putting small amounts and rewarded small amounts not until February 26 , 2024 when I optimized and was told I had hit a combo task and needed to add money to withdraw fear of loosing the money I had put before I added more money knowing Ill Optimised and take out my money. But before I could optimize I was told I had hit another combo task and I needed to add more money. I was foolish and still added with the fear of not loosing my money . But this time I thought I could not hit another combo task so I would not need to add more money. Because I was told I can only hit 2 combo task a day since its random . But I hit 3 and I was told to add $6058.42and at this point I knew it was fake . So I started begging them I was no longer interested and just wanted back my money I had put in. But I was told my money was gone unless I put in more money which is the $6058.42 before I can withdraw everything. I discovered I was scammed at this post. And have been begging for my money to no avail. Please help me .at the end I had put in $4150 and the wanted more money .
Business response
03/14/2024
Better Business Bureau
**********, **
Complaint Department

RE: Travelocity Case ******** / BBB case ********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from Mr. *************** (BBB case number ********) since someone from Travelocity contacted him to invest money into what they believed was a legitimate opportunity which turns out to be a scam.

Upon reviewing the complaints and attachments shared by Mr. ******** we found the wesbite Luxurytravelocity-bih.com is not a Travelocity or Expedia Groups entity. Please know that, Travelocity does not ask for upfront payments from the travelers and doesnt provide any such services to our travelers. Therefore, we request Mr. ******* to contact his bank immediately to dispute the charges.

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

Sincerely,
*************************
Global Traveler Resolutions Team
Expedia Group
Initial Complaint
02/20/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I accidently booked a flight on the wrong Monday. The flight is 8 months away. All I want is them to transfer the flight from October 14th to the 21st. Same flight time and everything. The flight on the 21st is actually cheaper but I'm not asking for that money back. I just need the flight on the correct date. They refuse to do it.
Business response
02/29/2024
February 29, 2024

Better Business Bureau
**********, **
Complaint Department

Re: Travelocity case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************** allowing us to address the comments and concerns that have been brought to our attention.

Travelocity is responding to the consumer complaint from Mr. *************************** (BBB case number ********) regarding his flight query. Our records indicates that on 12th Feb24, **************** made flight booking for 2 passengers American airlines to travel from ***** to ************ on 14th Oct'24 under itinerary number **************. On 20th Feb24, he contacted our frontline team asking to change the travel date and was informed about the supplier rules and restrictions on the ticket.

Upon receiving the complaint from BBB, we thoroughly investigated the booking information and found that the booking was purchased with a non-refundable and non-changeable supplier policy. According to this, the ticket can neither be canceled nor changed and **************** will have to complete the booking as originally booked from the website.

We hope **************** can understand that we as a third party intermediate are bounded by supplier (American Airlines) policies and restrictions, which in this case is American Airlines. I regret that we will have to abide by the airline policies agreed at the time of booking and cannot honor Mr. ******* request for a date change.

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.

Regards,
***********************
Global Traveler Resolutions Team
Initial Complaint
02/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a car through their app. It said free cancellation. I cancelled my rental car the same day and they refuse to let me cancel and refund my money.
Business response
02/28/2024
February 28, 2024,

Better Business Bureau
*********** **
Complaint Department

RE: Travelocity reference number: 2266850

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

We understand ************************************ looking for a refund for his non-refundable car reservation.

Our records indicate that, Mr. ********* booked a a car reservation with Economy Rent a Car. The pick-up (March 01, 2024) & drop-off (March 05, 2024) was scheduled from Calle Acceso A *********** Sm 301 Mz 30 *******************************************************. Also, Mr. ********* opted for refund for his car reservation on February 16, 2024, & a refund of 55 USD in the original card used to create the reservation.

We would like to inform Mr. ********** that booking was non-refundable in terms of voluntary cancellation of the reservation & we have provided that, information in the booking confirmation email. We have reviewed the screenshot shared by Mr. ********** but could not validate it, as it was different from his existing car reservation (Vehicle type). Expedia, as an intermediary, has to abide by the policies set by its travel providers. Therefore, we are unable to accommodate Mr. ********* refund request for this reservation.

We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.

Sincerely,
*****************************
Global Traveler Resolutions Team
Customer response
02/28/2024
I am rejecting this response because: The have false booking advertisement
Business response
03/02/2024
March 03, 2024,

Better Business Bureau
*********** **
Complaint Department

RE: Travelocity reference number: 2266850

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

We want to inform Mr. ********** as we advised in our previous response, that the booking was non-refundable in terms of voluntary cancellation of the reservation & we have provided that information in the booking confirmation email. However, we reviewed the screenshot Mr. ********* shared but could not validate it, as it was different from his existing car reservation (Vehicle type). We understand that Mr. ********* might not have expected this as a final resolution, but Expedia, as an intermediary, has to abide by the policies set by its travel providers. Therefore, according to the terms & conditions provided for this reservation, we are unable to process any refund for this booking.
We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.

Sincerely,
*****************************
Global Traveler Resolutions Team
Initial Complaint
02/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Last summer my wife and I had to cancel a trip overseas due to the passing of a close family member.Since that time, we have been working with the airline and with Travelocity to get a refund from the airline for $2636.76, for flights which we booked through Travelocity. (The airline told us that since we had booked through Travelocity, the airline would first refund the money to Travelocity and then Travelocity would refund the money to us.)On January 3 the airline notified us that it had finally refunded the money to Travelocity. On January 12 we asked Travelocity for the refund.To date, we have yet to get the refund.
Business response
02/23/2024
Better Business Bureau
Travelocity - **********, **
Complaint Department

RE: Travelocity Case ******** / BBB case ********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from ************************* (BBB case number ********) regarding a refund of a Flight reservation.

Upon further research, we are unable to locate Travelocity account related to Mr. ******* complaint. We respectfully request that him to provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address Mr. ******* concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
*************************
Global Traveler Resolutions Team
Expedia Group

Customer response
02/23/2024
On February 19 we were notified that the refund that we had requested was posted to our credit card.
Customer response
02/26/2024
I have reviewed the business response and accept this resolution.
On February 19 we were notified that the refund that we had requested was posted to our credit card.
Initial Complaint
02/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We booked a hotel in ******* for a night after returning for a cruise through Travelocity. At ****************** *****. We were in the room for less than 20 minutes before checking out and going to a different hotel . The hotel room was unsanitary and unsafe .we had children with us there was trim board falling off the walls, red stains all over the headboards, my daughter took her shoes off and walked across the carpet realized the carpet was wet and stained all over it. Her feet were black almost instantly And the smell coming from whatever was on that carpet was disgusting.. Travelocity will not refund our money. Nor will the hotel .so now we're out the money for the hotel room ($204.41 that we use Travelocity to book ) an Uber to that hotel, from that hotel to the hotel we stayed in , plus the cost of the hotel we switch to. the customer service was horrible. And the fact that they associate themselves with a hotel that is this unsanitary and unsafe for children and families in general is outrageous.
Business response
02/20/2024
February 20th, 2024,

Better Business Bureau
**********, **
Complaint Department

RE: Travelocity Case #********/ 02069427

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************** ("********************") allowing us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from Mr. ******* ******* Case #******** regarding the hotel reservation.

Our records indicate that on January 05, 2024, Mr. ******* booked a hotel reservation at ****************** for 1 night. However, Mr. ******* checked out on the same day from the hotel mentioning that the hotel carpet was wet and stained all over, causing their feet to turn black almost instantly. We are sorry for the troublesome experience due to this.

After reviewing this case, we can see that our frontline team has already processed the refund on February 07, 2024, in the amount of US$204.41 to the original form of payment(Visa Card ending with 1734). Mr. ******* can expect to see the amount reflected in your bank account in 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,

***************************
Global Traveler Resolutions Team
Initial Complaint
02/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased 4 basic economy airline tickets from Travelocity totaling $5299.60 in one transaction, on one credit card. My husband is traveling with our 3 minors, therefore, we paid for 4 seat selections at the time of booking. I could not let 3 minors sit alone. Travelocity accepted my additional funds for the seat selections, and allowed me to chose 4 seats. I logged into united today to view our reservation, and I noted that 2 seats were no longer assigned....they had been removed from our reservation. I contacted Travelocity to ask for a receipt/proof of purchase of the seat selections, and they were unable to provide me with a detailed receipt. I spent 45 minutes discussing over chat (with ****************************) and then asked for a supervisor. I spoke with a supervisor (************) for 38 minutes while I sat in silence the entire time. He was allegedly "researching" the issue. Turn out, United was correct: Travelocity took my money for seat bookings, but never paid United for the seats. Seeing as United was not paid for the seats, they released them and left my 2 micros sitting in solo seats unaccompanied. Travelocity did not attempt to contact me regarding our lost seats, or refund me. They kept our money and did not deliver the paid for goods. Furthermore, there are no longer any seats available in economy together so now I have a 9 year and a 13 year old siring by themselves on an 8 hour transatlantic flight. **** was rude, dismissive, sighed at me on the phone numerous times, refused to answer me as to why they did not pay United, why the kept my money and did not refund me the difference, and told me to contact the airline and try and repurchase new seats. Our itinerary number is **************
Business response
02/24/2024
February 24, 2024

Better Business Bureau
*********** **
Complaint Department

RE: Travelocity reference number: 2069423

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

We understand Mr. *************************** is looking for compensation & refund for the amount for seats, which was never confirmed in his past dated flight reservation.

Upon investigation, we found that, Mr. ***** booked a round trip flight reservation booked with ****** Airlines. The departure was scheduled on February 14, 2024, from ******* **, ************** to ******* ************ & return on February 20, 2024.

Our record indicates that, there were only 2 seats were confirmed in his outbound flights out 4. We are really sorry for this instance. Also, we aplogize for the experience, he had with our support team post reporting the instance to them. We just wanted to inform Mr. ****** that in such package reservations, the receipts for a certain amount for any ancillary purchase like seat, or meals cannot be generated, as it always get included in total fare of the booking.

We have processed the refund of 106 USD for seats, in **************** master card ending with XXXX-2312 & it will get credited within 5 to 7 business days. Additionally, I have added a coupon of 50 USD coupon in **************** Travelocity account, which will be valid till March 31, 2025. Further terms & conditions regarding its usage can be found at this link ******************************************. We have taken a note of the instances shared ny Mr. ****** & will share the feedback with the relevant team to prevent such instances in future.

We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.

Sincerely,
*****************************
Global Traveler Resolutions Team
Initial Complaint
02/06/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a flight package with Travelocity with insurance Total price was $1151.84. United flight JLC5B9 Travelocity.com Booking ID ******. I made a pervious complaint with the BBB and the final resolve was to issue me a partial refund and credit the raining balance to my Travelocity account. I tried to use my flight credits multiple times and every time I would contact Travelocity by phone or email agents would completely ignore the request and kept telling me someone would reach out to me for complaints for this matter filed directly with them and I never had anyone follow up nor was there any credits applied to my account. I would like my credits applied so that I can use them. I have contacted Travelocity via email and telephone alt least 10 times regarding this issue and all I get is the run around when trying to obtain my flight credits.
Business response
02/19/2024
February 19, 2024

Better Business Bureau
**********, **
Complaint Department

Re: Travelocity case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************** allowing us to address the comments and concerns that have been brought to our attention.

Travelocity is responding to the consumer complaint from ******************************* (BBB case number ********) regarding flight credit query. Our records indicate that on October 22, 2021 ****************** purchased a package booking with flight on United airline and hotel booking with ***** by the Beach *************************** along with an insurance plan, Itinerary **************. ****************** could not use the booking due to covid and requested cancellation.

He contacted us through BBB earlier and was informed to contact his bank for hotel refund as he disputed the amount through the bank. For Flight he was informed about both refund and credit option where his credits were valid until December 31,2023, as per United airline policy. On December 01, 2023 ****************** emailed our chat team asking to redeem his flight credit and was responded back to contact us on the customer support lines for this query. ****************** again email our frontline team post credit expiration date but the credit were already expired making the booking ineligible for any refund or credit as well.

Considering Mr. ******** troubles, we have processed a full refund of $636.66 for flight credits as a onetime exception, to his card ending with XXXX-0668, originally used to book the travel. The refund would reflect in his bank within 5 to 7 working 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.

Regards,
***********************
Global Traveler Resolutions Team
Customer response
02/19/2024
I am rejecting this response because: I asked for the flight credits not a refund I do not have access to that bank account any longer or card used.
Business response
02/19/2024
February 20, 2024

Better Business Bureau
**********, **
Complaint Department

Re: Travelocity case # ********

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from ******************************* (BBB case number ********). We regret to hear ****************** did not accept our resolution offered.

We regret to learn that ****************** has not accepted our proposed resolution. As per the airline policy, the time frame for redeeming the credit has already expired, rendering the credits unusable. The refund for the flight was processed to the original card used for booking. While we understand that the card details may have changed, the account information remains consistent in the backend. Our records indicate a successful transaction, and the refund should reflect in Mr. ******** statement. If, however, the amount does not appear in his account, we recommend that he contact his bank to ensure proper crediting.

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.

Regards,
***********************
Global Traveler Resolutions Team
Customer response
02/22/2024
Having issues getting flight credits. I asked Travelocity to credit my account with them in the amount of $636.66 for a flight and hotel package I paid for. I was supposed to receive and use the credits before December of 2023. Every time I reach out to Travelocity via phone or email agents acted as if there was no flight credit needing to be applied. I sent them a pre lawsuit notice for the credits then all of a sudden they issued a refund. Refund Receipt - **************. I did not want a refund I wanted the credits applied to my account because I no longer had access to the bank or card the original payment was made from so there would be no way for me to receive a refund. Thats why I specifically asked for the credits and not a refund. Now there is even more of an issue than before because I have no idea where that refund was processed to nor does Travelocity so they claim. I will be moving forward with a lawsuit now because I have exhausted all amicable resolve in this matter. My next correspondence will be a lawsuit filed and service of lawsuit. I will be seeking damages for my credits and for any and all court cost.
Refund issued in the form of a check in the amount of $636.66
Customer response
02/22/2024
I am rejecting this response because: Having issues getting flight credits. I asked Travelocity to credit my account with them in the amount of $636.66 for a flight and hotel package I paid for. I was supposed to receive and use the credits before December of 2023. Every time I reach out to Travelocity via phone or email agents acted as if there was no flight credit needing to be applied. I sent them a pre lawsuit notice for the credits then all of a sudden they issued a refund. Refund Receipt - **************. I did not want a refund I wanted the credits applied to my account because I no longer had access to the bank or card the original payment was made from so there would be no way for me to receive a refund. Thats why I specifically asked for the credits and not a refund. Now there is even more of an issue than before because I have no idea where that refund was processed to nor does Travelocity so they claim. I will be moving forward with a lawsuit now because I have exhausted all amicable resolve in this matter. My next correspondence will be a lawsuit filed and service of lawsuit. I will be seeking damages for my credits and for any and all court cost.
Refund issued in the form of a check in the amount of $636.66
Initial Complaint
02/05/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked an itinerary with Travelocity. My travel plans changed and Im looking for the company to do the right thing. Im providing enough notice. The company lied to me and advised me they were reaching out to property when in fact they did not. Please research chat history that took place. The c/s is unpleasant. I will not be utilizing property and most certain they will book room. Looking for refund.
Business response
02/19/2024
February 19, 2024
Better Business Bureau
**********, **
Complaint Department

RE: Travelocity Case #********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our traveler. 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 ********) regarding a hotel booking.

Upon further research, we found out that Ms. ******* contacted our frontline team and got connected to one of the supervisors. It was advised that the hotel is non-refundable. We made several attempts at Ms. ********* behest to get a refund approval from the hotel, but we did not get a favorable response. Travelocity refunded 50% of the booking value as a goodwill gesture to Ms. ******* and I am afraid we won't be able to review this case further.

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.

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

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

Customer response
02/19/2024
When I initially called agent advised me he was calling property. He came back to chat within 5 minutes to let me know they declined credit. I called property also and it took me over 10 minutes to reach someone due to prompts. It took another 5 minutes to find my account. I do not believe they reached out to property with my unique situation. These hotels usually allow you to cancel within 24 hours. Property also advised me its Travelocity that has say in refunding charges.
Customer response
02/21/2024
I am rejecting this response because:
When I initially called agent advised me he was calling property. He came back to chat within 5 minutes to let me know they declined credit. I called property also and it took me over 10 minutes to reach someone due to prompts. It took another 5 minutes to find my account. I do not believe they reached out to property with my unique situation. These hotels usually allow you to cancel within 24 hours. Property also advised me its Travelocity that has say in refunding charges.
Business response
02/22/2024
February 22, 2024

Better Business Bureau
**********, **
Complaint Department

RE: Travelocity Case #********

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from Ms. ******************** (BBB case number ********). We regret to hear Ms. ******* did not accept our response offered.

We assure you that our team did contact the hotel and did not get a favorable response for the changes/refund approval. Sadly, the refund was not approved, and we won't be able to review this case further.

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.

Regards,
***************************
Global Traveler Resolutions Team
Customer response
02/22/2024
I would like the property to confirm this. They advised me you could have refunded fully if you wanted to.
Customer response
02/26/2024
I am rejecting this response because:
I would like the property to confirm this. They advised me you could have refunded fully if you wanted to.

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