ComplaintsforTravelocity

• Initial Complaint

  08/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought plane tickets through Travelocity to go from San Diego to Cartagena, Colombia. The prices of the airfares between spirit airlines and American Airlines were significantly different. I paid $1.043,90 for American Airlines only. And $493 for Spirit (for the same route). My husband being in the military, was denied travel out of the country for those dates, therefore we had to postpone the trip. Spirit airlines had no issues changing the dates, no questions asked (considering it was a way cheaper fare) however, since I bought through Travelocity, American Airlines won't listen to my situation, and despite of speaking several times with Travelocity agents no one has been able to assist me appropriately due to military exceptions clearly stated in their policy to change/refund my itinerary. At this point, I just want a refund. I don't wish anybody to be under this situation where $1.043,90 just go to waste without knowing the amount of work it takes to earn it.

  Business response

  11/17/2021

  Business Response /* (1000, 6, 2021/08/23) */ 23rd August, 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 Mrs. ****** Paola Chavez, (BBB case number XXXXXXXX) regarding her flight booking. Our records indicate the canceled flight reservation. We understand Mrs. ****** Paola Chavez, is requesting a refund. Upon reviewing the flight booking, this was canceled and since it is a basic economy fare, is not applicable to get a refund nor to have a flight credit, but per American Airlines policies for military order, the customer can request the refund on http://www.prefunds.aa.com, and provide the military order since this request is subject to review. Mrs. ****** Paola Chavez, has been provided with the address to reqeust the refund, since is something that only the customer can request, and there is no interaction with American Airlines over the phone. 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 R**** Corporate Correspondence Team Consumer Response /* (3000, 8, 2021/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response, Travelocity. American Airlines mentioned the third party has the same power to address bookings just as the airline. Also, there is proof of interaction on the phone with American Airlines whom I called per Travelocity's instructions, American Airlines promised a credit (per indicated and confirmed by two agents) and then retracted themselves (confirmed by other two agents) pushing me back and forth in this situation. Whomever's responsibility it is, I am the one affected by this issue and I need a solution that benefits me somehow all I have is a $1000 deduction and no flights what so ever. Business Response /* (4000, 12, 2021/09/14) */ September 14th, 2021 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case # S#XXXXXXXX/XXXXXXXX Dear Better Business Bureau, Thank you for forwarding the consumer rebuttal from Mrs. ****** ********, (BBB case number XXXXXXXX). We regret to hear Mrs. ****** ********, did not accept our response. Upon reviewing the new complaint filled, since the booking was canceled by a American Airlines representative and the information was wrongly provided by them, unfortunately we cannot proceed with any action, since even though we may have same permissions on the booking, Travelocity as a third party cannot decide about processing a refund when the provided policy for us to work is not applicable. 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, Luis R**** Corporate Correspondence Team

• Initial Complaint

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Reserved 3 seats for a flight as well as rental car, all paid up front. Upon arriving at the rental car counter was informed that I would have to pay for car. I paid for the rent a car, again, and requested Travelocity refund the money they charged me for the rental. Well 2 months into this, and still no refund, despite multiple calls with customer service and providing them with everything they requested. This does not appear to be a one off situation as the internet is flooded with complaints concerning this company and issuing refunds. They have basically robbed me of over 1100 dollars.

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/08/18) */ 18th August, 2021 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case # S#9**************** 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 car booking. Our records indicate the car and insurance not refunded, We understand Mr. ***** ********,s requesting a full refund. Upon reviewing the booking and the request, we can see we had not been able to get a confirmation from Thrifty Car rental about the payment that Mr. ***** ********, made we have now confirmed they requested a new payment to customer for using the booking. Mr. ***** ********, has been provided with the refund for the car booking and the insurance. 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 R**** Corporate Correspondence Team Consumer Response /* (3000, 7, 2021/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of 5:00pm on 8/19, I have not received my full refund. I have received the refund on the insurance of 140.00 dollars, but not on the rental fee, which is the main one. Business Response /* (4000, 12, 2021/09/14) */ September 14th, 2021 Better Business Bureau Fort Worth, TX Complaint Department RE: Travelocity Case # S#***************** Dear Better Business Bureau, Thank you for forwarding the consumer rebuttal from Mr. ***** ******* ********, (BBB case number XXXXXXXX). We regret to hear (Mr. ***** ******* ********, did not accept our response. We understand the concern regarding the refund for the car booking, per our system shows refunded and refund completed by the bank, in this case we provide the transaction IDs for the refund since was processed as split, transaction ID for $1,000.00 is O5JM1QF95 and for the remaining $13.40 is QOP42USQ1, we recommend Mr. ***** ******* Milstead, to verify with the bank for follow up on the 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, Luis R**** Corporate Correspondence Team Consumer Response /* (2000, 14, 2021/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received full refund, thank you for your support in this matter.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Refund for Reservations XXXXXXXXXXXXXX and XXXXXXXXXXXXXX I have been contacting Expedia customer service department since July 24th, 2021. I made two reservations through Expedia on April 2021 at the Hilton Moorea Resort & Spa. Even though they were non refundable the hotel agreed to refund me the money paid for both reservations as my flight was cancelled and I could not make it to the island on time. I have confirmation from Rose Richmond, the Hilton hotel manager that the refund for the two reservations have been successfully processed and refunded on their end. I should have received the refund within 5-7 business days. It's been 19 days and I'm still waiting for the refund. Expedia's customer service department had placed me on hold for over an hour and refused to transfer my call to a supervisor. They always tell me the same thing "we are escalating this issue" I have called numerous times, 17 times to be exact and my issue hasn't been resolved.

  Business response

  11/01/2021

  Business Response /* (1000, 5, 2021/08/22) */ Dear Better Business Bureau, It has been my pleasure to assist with Case #XXXXXXXX -Our findings and resolution to the case are listed below. We would like to offer our apologies for any inconvenience this may have caused the customer. I can see that a refund has taken place for both bookings on the 13th of August 2021. 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, Global Customer Resolutions Team

• Initial Complaint

  08/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had booked a trip that amounted in 4400, the cab we booked through Travelocity cancelled on us/never picked up the phone so we couldn't " book " in time and they told us to get a refund we needed to go through Travelocity. That amounted to about 85 dollars. Then frontier cancelled the flights a night before. Was on hold for 2 hours and Travelocity over 5 plus hours with no response. Flights were about 500-600 for 3 people, and we had to rebook one way tickets through delta to go home. It's frustrating that no one picks up, and the moment they do, coincidentally the call disconnects. All we want is the money back for services we couldn't use.

  Business response

  11/22/2021

  Business Response /* (1000, 6, 2021/08/11) */ Dear Better Business Bureau, It will be my pleasure to assist with our customer's recent BBB Case #: XXXXXXXX. Unfortunately, we were unable to locate a Expedia reservation with the information the customer provided. So that we may further assist the customer we ask that they provide one of the following: * The 13 digit Expedia confirmation/itinerary number. * The email address used when booking. * The name on the booking. * The phone number associated to the booking. If our customer would provide the information noted above, we would be more than happy to review this matter further and provide the results of our investigation at that time. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind Regards, Erica Global Customer Resolutions Team Consumer Response /* (3000, 8, 2021/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Itinerary # XXXXXXXXXXXXXX Email address: **********@gmail.com Name: ****** p *** Phone number XXX XXX XXXX Business Response /* (4000, 12, 2021/09/24) */ Complaint Reference Number: XXXXXXXX Hello Better Business Bureau, Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again. We apologize to our customer for any confusion or difficulty trying to reach a resolution. In reviewing for the Airline in which the customer booked ,is supported by the airline, and not by us. We can't access the booking. The customer will need to handle with the Airline directly. Unfortunately, we were not able to obtain approval for a refund from the cab company As the cab company has declined to offer a penalty waiver we can't proceed with a refund for this booking. Regrettably, our findings remain the same and we are unable to issue any refunds. Thank you for allowing us another chance to review this case. Best Regards, Rebecca D. Global Customer Resolution Team

• Initial Complaint

  08/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So disappointed in Travelocity and their complete lack of follow through today. When I purchased our plane tickets to Hawaii, Travelocity's online system allowed us to choose our seats. The total cost for the plane tickets with reserved seats and hotel was $2274. Today we discovered that our tickets were not reserved and it would cost an additional $100 each way to reserve seats together. I have spent hours on the phone, An agent promised a $200 refund approved by her supervisor but the call was disconnected before confirmation was received. The agent did not call back or note in the files that a refund was approved to be sent. I have made least 6 calls today to Travelocity and get the run around. Customer service representative made no notes when she got approval for the refund from her supervisor. Wish someone cared that what was promised was not delivered! Their service is TERRIBLE!

  Business response

  10/17/2021

  Business Response /* (1000, 5, 2021/08/11) */ 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: We can confirm that this reservation was created on April 28, 2021 via mobile site for arrival on August 6, 2021 and departure on August 15, 2021. Our records reflect, that the booked fare for the flights did not include a free seat choice. The confirmation e-mail advised airline will choose seat. We can confirm, that the charged amount for the flight portion only includes the flights not the seats. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. Since the amount charged for the flight did not include free seats choice but the customer wished to select seats, we are not able to refund the paid amount for the seats. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Juliane H. Global Customer Resolutions Team

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/20/21 I purchased 2 trips: 1. Destination: Jamaica Package: flight and hotel Travelers: 2 Itinerary #: XXXXXXXXXXXXXX Purchase price: $3,171.83 Package protection plan #: XXXXXXXXXX Protection plan: $100, effective 6/20/21 2. Destination: Bahamas Package: flight and hotel Travelers: 3 Itinerary #: XXXXXXXXXXXXXX Purchase price: $2,861.90 Package Protection plan #: XXXXXXXXXX Protection plan: $90, effective 6/20/21 I called travelocity to inform them that I need to cancel my trips due to unforeseen circumstances. Customer rep stated that I was able to get a refund for the hotels because I was canceling in the time frame to do so but I cannot get a refund for my flights because I did not purchase main cabin flights and that it did not matter that I purchased insurance. The package protection states that I get 100% of trip cost for cancelation. There was no disclaimer on the website upon purchase that states basic flights are not covered by insurance. I am seeking a full refund.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/08/11) */ 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 the reservation XXXXXXXXXXXXXX was created on 2021, 20 JUNE via Website for arrival on 2021, AUGUST 24 and departure on 2021,AUGUST 29. The customer canceled the hotel portion of this booking and received automatically the refund of the 1,473.14 USD. For the flight portion the customer has to contact as soon as possible our customer support to book the flights for an new date. The refund of this booking is not possible. Regarding the reservation XXXXXXXXXXXXXX was created on 2021, 16 JUNE via Website for arrival on 2021, AUGUST 16 and departure on 2021,AUGUST 21. The customer canceled the hotel portion of this booking and received automatically the refund of the 1,697.65 USD. For the flight portion the customer has to contact as soon as possible our customer support to book the flights for an new date. The refund of this booking is not possible. We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Iris N****** Global Customer Resolutions Team Consumer Response /* (3000, 7, 2021/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I called Travelocity, my intention was to cancel both trips. I canceled the hotel portion only, because Travelocity's customer service rep told me that I should not cancel the flights because I lose the option of being able to get a credit abd that I could not get my money back. She stated that it did not matter that I had insurance, a refund was not an option. Can Travelocity please provide me with where it states in the package trip insurance that I purchased, for both trips, that I would only be able to get a refund for the hotel but not the flight. If I misread, I will take full responsibility, but I don't see that listed anywhere in my package protection receipt. Being able to cancel the hotel and get credit for the flight (if canceled in a certain time frame) is customary for all customers. If this is the case, why do you offer insurance that states 100% refund upon cancelation? Why is the refund of the flights "not possible" if I paid for insurance that states that I would get a refund? Under coverages and benefits it states (picture provided): 100% trip cost per insured. I am requesting the 100% refund as advertised on the package (flight AND hotel) insurance that I paid for. I don't think that my request is unreasonable. I'm simply requesting the service that I paid for, as advertised by Travelocity.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  04/29/2021 Booked trip for 2 ( for ******* ***** and Trina ****) from Philadelphia to Kralendijk, Bonaire, Itinerary#XXXXXXXXXXXXXX, Confirmation# ******* 05/02/2021 Received email stating American Airlines canceled all flights to Bonaire, Contacted Travelocity and canceled entire trip. 05/06/2021 Received email about hotel refund being returned. Since 05/02/2021 I have made continuous calls to Travelocity in regard to my refund for airfare, the total cost of $1,512.90, which has not as of today 08/04/2021 been returned to me. I have constantly been given the run around and lied to about the status of my refund. Told I need to contact American Airline to receive my refund (contacted on 07/15/2021). Just recently (07/15/2021), after speaking with American Airlines, I was told by travelocity again that my refund will be sent within 7-10 business days and an email will be sent with status update. No email has been received or refund sent. 08/04/2021 travelocity contacted, no resolution.

  Business response

  10/05/2021

  Business Response /* (1000, 5, 2021/08/11) */ 11th August, 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 Ms. ******* *****, (BBB case number XXXXXXXX) regarding her flight booking. Our records reflect the flight with American Airlines. We understand Ms. ******* *****, is requesting a full refund. Upon reviewing the reservation and request, one ticket was refunded and the other one suspended, we talked to American Airlines to get it open and process refund. Ms. ******* *****, ahs been provided with a full refund for the flight booking, due to schedule 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. Sincerely, Luis ***** Corporate Correspondence Team Consumer Response /* (2000, 7, 2021/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept Travelocity's response because my entire money was fully refunded to me within 2 days of receiving a phone call.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 13th, I I reserved a hotel room with Travelocity for that night. (July 13) Moments later when I received the confirmation email, it stated that they booked my room for August 12th. I immediately called to let them know they had made an error. They told me they could not help or change the date. They said I would need to cancel and then rebook (paying again) for the correct date. I disputed that because the mistake was not mine. It is fraud to charge someone for the wrong good/service and then refuse to refund their money. They said they would review and get back to me within 5 days. They did not. I called them back on July 23rd. They asked me to look up the name of the manager of the hotel and the phone number. Then they requested that I email that information to them, which I did. They stated they would contact me within 10 days. They did not. Research shows that if they do not have the date requested, they move you to a date they do have without your consent.

  Business response

  11/05/2021

  Business Response /* (1000, 7, 2021/08/28) */ 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 our customer made a reservation to stay August 12 - 13, 2021 at Fairfield Inn & Suites By Marriott Memphis Germantown a non-refundable change or cancel policy and prepaid a total of 139.03 USD through Travelocity. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. Upon receipt of this complaint I contacted the Fairfield Inn & Suites and confirmed the fees have been waived. A refund of 139.03 USD has been processed to the method of payment used when booking that should post within 10 days. A system generated receipt has been sent to the email address on file. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Jeanette B. Global Customer Resolutions Team

• Initial Complaint

  08/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Travelocity advertised their price match guarantee based on the terms and conditions of same hotel, room etc. I purchased one night's stay at the W Atlanta downtown hotel on Travelocity's website then later found a better price at ticketsatwork.com. I submitted the price match application to Travelocity and was declined because of a credit that is applied from a previous cancelled reservation due to Covid. The issue here is that Travelocity applied my own credit towards the original price of the hotel and then advised that their prices were lower than the other website after applying my own credit to the purchase. This is completely dishonest and lacks integrity and is falsely advertising their price match guarantee in this situation. I was advised by a representative at Travelocity that my credit would not be considered as a discount which was the reason I purchased with Travelocity. This was misleading and complete deception. I am requesting for a refund of the difference in prices.

  Business response

  11/03/2021

  Business Response /* (1000, 7, 2021/08/28) */ 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 this reservation was created on 7/28/2021 via Travelocity.com for arrival on 8/7/2021 and departure on 8/8/2021. At the time of booking, the customer agreed to the following cancellation policy: Refundable Cancellations or changes made after 4:00 PM local hotel time, Wednesday, August 4, 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. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. Unfortunately, we were not able to honor the price matching that the customer called Travelocity about. The price that the customer did provide was on a website that when the price was showing, it was not a public price. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Stephanie Global Customer Resolutions Team Consumer Response /* (3000, 9, 2021/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Travelocity's policy is that the website must be US based and in US dollars. I attached a copy of your policy below. Your policy did not mention that it must be a public website. In addition before I booked my reservation on Travelocity I spoke with a representative who advised that there should be no problem with me price matching at this website. It is extremely dishonorable of your business to be making a hassle of this situation. Please refund the difference in the prices. After this experience, I will not transact any business with Travelocity. There are too many competition and clearly companies with better prices.

• Initial Complaint

  08/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In Atlanta and unexpectedly had to stay overnight. Used Travelocity to book reservation at motel (Americas Best Value Inn). On arrival, clerk said there was no reservation. Travelocity said there was. We were forced to seek another motel. Called Travelocity again to tell them they failed to book a reservation per motel clerk. Customer Service said they would cancel the supposed booking. One week later I am billed by Travelocity for a booking they never made.

  Business response

  12/14/2021

  Business Response /* (1000, 21, 2021/10/15) */ Dear Better Business Bureau, It has been my pleasure to assist with this review. Unfortunately, we were unable to locate a Hotels.com reservation with the information the customer provided. So that we may further assist the customer we ask that they provide one of the following: The 13 digit Hotels.com confirmation/itinerary number. The email address used when booking. The name on the booking. The phone number associated with the booking. The Hotels.com Rewards account number associated with the email used when booking. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind Regards, A Miller Global Customer Relations 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. ↩