ComplaintsforTravelocity

Travel Agency

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Customer Complaint:

Due to the volume of complaints filed against this business, BBB only publishes the details for 25% of the total complaints filed.

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Initial Complaint
02/03/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In October 2023 I booked a flight on American Airlines through Travelocity. I had to change the flight twice and the changes resulted in a credit in the amount of $244.02. On 10/11/23 I verified the credit amount with a Travelocity representative. They informed me I would need to book my future flight with AA through them (Travelocity) in order to use my credit. I called Travelocity this morning, 2/03/24. After approximately 45 minutes the Travelocity rep told me he couldnt find the credit. I hung up, gathered all the pertinent information I have, and sent it to him at the email address he provided. He called me shortly after, confirmed that he has found the credits, and we proceeded to book my flight. After 1 hour and ******************************************************************************************************************************** for 3-5 business days. He suggested I reach out to AA directly. I asked him to send me all of the information he had on hand, which he did. This evening, 2/03/24, I called AA using the number the Travelocity rep provided. I was on hold for 1 1/2 hours before I was connected with an AA rep. I gave her the information provided to me by Travelocity. She told me the info was incorrect and she could not locate a credit for me. I asked her about a system upgrade and she knew nothing about it. I am at a loss as to what to do next. I am owed a $244.02 credit by American Airlines via Travelocity and I would like to be able to use it.
Business response
02/19/2024
February 19th, 20234,

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

RE: Travelocity Case #********/ 02034836

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 Ms. ******************** Case#******** regarding the flight reservation.

Our records indicate that on August 25, 2023, Ms. ***** booked a round-trip reservation from ******* to Burlington. They received 2 travel credits worth **$176.51 and **$67.51. However, Ms. ***** was unable to redeem the credit through our frontline team.

After reviewing this case, we have contacted Ms. ***** and directly handled the matter with the her by sending an email to obtain the new dates for redeeming the travel credits.

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
Customer response
02/19/2024
I have reviewed the business response and accept this resolution. I appreciate Travelocity's efforts to resolve this issue. Thank you!
Initial Complaint
02/03/2024
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.
Per Travelocity Policy, if you cancel your cruise within 90 days of departure you are entitled to a full refund. I have entered two separate requests asking them to cancel my cruise, which is before the 90 day window. However, I have only received one email with no further follow-up. I need my cruise cancelled and refunded for portion paid. This is the second issue Ive had with Travelocity in a year. At this point, I just want my money back per their policy, so I can find another option for travel in the future.
Customer response
02/07/2024
The following documents show that then reservation has not been canceled, this is one of the two online requests I made through their form, and the screenshot of the discussion with the virtual agent who was not trained to even cancel my reservation. I still have not heard back and Travelocity has still not cancelled even though I submitted multiple requests.
Customer response
02/07/2024
Here is the virtual chat
Customer response
02/09/2024
Virtual agent pic
Business response
02/27/2024
February 27, 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 time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from *************************** (BBB case number ********) regarding a cancelled cruise reservation.

We understand ************* requested to cancel his upcoming cruise due to his mother's health and is requesting for a refund of his cancelled cruise. We are sorry to hear about his mothers health condition, and we hope she will get better soon.

According to our records, ************** made a cruise reservation on July 13, 2023, but then sent an email on January 22, 2024, requesting to cancel it. The booking was made under the non-refundable deposit rate code, which means that cancelling it will result in a penalty of USD500.00. Our agent tried to reach ************** to inform him about this penalty, but the call was unsuccessful. Therefore, we sent an email to ************** to notify him about the penalty fee.

On February 9,2024, ************** called back and inquired why his booking was still active. Our agent explained to him that he had sent a cancellation request, but we needed confirmation from him. He agreed to proceed with the cancellation after being reminded of the USD500.00 penalty. We also contacted Celebrity Cruises to see if we could offer a Future Cruise Credit (FCC), but unfortunately, did not get a favorable response.

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
Travelocity
Initial Complaint
01/30/2024
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.
I was trying to reach a human being at Travelocity to address some issues. I spent over 45 minutes being hung up on 15 times by their stupid AI robot whose purpose seems to be to prevent people from reach ***************** It kept asking me to provide the very information i need help getting. So without that information there was absolutely no way to reach a human whatsoever. With the high risks of traveling, why do they make it so hard to reach a human being. Why do they advertise that you can contact customer service when in fact you can not in any meaningful way reach a human being for assistance. Tracelocity should advertise "We will abandon you to our broken system once we have your money!"
Business response
02/12/2024
13th February 2024

Better Business Bureau
Travelocity - **********, **
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 issues they wanted to highlight .

Upon further research, we are unable to locate an Travelocity account related to Mr. ************ complaint. We respectfully request that ************ provide us with the email address used to book the reservation, and the itinerary number along with a brief description of the issues they faced and wanted to highlight to us. 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.
Regards,
***********************
Global Traveler Resolutions Team
Customer response
03/06/2024
They have done nothing to help
Customer response
03/07/2024
my account is **********************************. They are deliberately avoiding finding my account. I've had the account for more than seven years.
Business response
03/11/2024
Better Business Bureau

Travelocity - **********, **
Complaint Department

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

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from ******************* (BBB case number 21221140). We regret to hear Mr. **** did not accept our response offered.
Firstly, we are not trying to deliberately not find **************** account, we asked for your information to verify his account as a part of our verification process.
We request ************ to explain to us in brief the issue he has been facing and looking for assistance for. We could only find one recent reservation under Itinerary 72736501886667 which was a flight reservation with United Airlines.
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
Initial Complaint
01/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 10/23/23 I booked an all inclusive trip package through Travelocity. I was notified on 1/29/24 that the resort had permanently closed. I was refunded for the resort fees, but not the airfare portion of the package. I am asking that I be refunded the remaining amount of $1,382.88. I am traveling with a large group of people, including an infant. Because of this late notice of the closure, we are unable to find a resort to accommodate us. Our travel dates are not flexible because a few members of our group are federal employees who had to schedule **** vacation time in November of 2023.
Customer response
01/30/2024
Please see paragraph 3 in the attached email sent from Travelocity that indicates "We'll process a full refund of any amount you may have paid towards your initial booking". I paid in full on 10/23/23 and can provide a credit card statement if required.

thank you
Business response
02/20/2024
21 February 2024

Better Business Bureau
**********, **
Complaints Department

RE: Travelocity Case 01923961

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 received from Ms. ************* (BBB case number ********) regarding a refund request for the remaining portion of their package booking as their hotel was canceled.

According to Ms ****** complaint, she is claiming a refund of flight and insurance on her package booking as their hotel was cancelled and they didn't have any accommodation to stay.

We investigated this case and reached out directly to Ms. **** to help her. According to our discussion over the email, she booked a new accommodation, and we have covered the extra cost of 300 USD for her.

Her flight booking is still active and she will continue her trip.

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
Customer response
02/22/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
01/30/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 9/22/2023 I purchased a package deal, airfare and hotel from ****** to ******** for $1,085.97. When booking the trip it stated: Free cancellation within 24 hours I cancelled in less than 24 hours and was told that the airfare could be refunded but not the hotel. Several phone calls and emails were made disputing this. After getting nowhere I contacted my credit card Discovery. A couple of months later I was told the charge was valid. I am disputing theses charges and the poor customer service I received. I used ********************** in the past but will never use them again. Apparently a lot of people feel the same way after seeing the reviews.
Business response
02/22/2024
February 23,2024
Better Business Bureau
**********, **
Complaint Department

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:21219709) regarding a package booking under the itinerary number-72658113429017.

I have contacted the hotel- *********** for a full refund and am awaiting a response. The deadline of this complaint is approaching, and in case a response from the hotel is not received by then, I respectfully request BBB to allow some more time.

Regards,
***************************
Global Traveler Resolutions Team
Customer response
02/23/2024
There is no mention of the airfare, which I was told would be refunded.
Customer response
02/26/2024
I am rejecting this response because:
There is no mention of the airfare, which I was told would be refunded.
Business response
02/27/2024
February 23,2024
Better Business Bureau
**********, **
Complaint Department

Dear Better Business Bureau,

Thank you for allowing me time to reach a resolution. *********** approved a full refund of the reservation, and accordingly, I have now processed a refund of USD 407.14.

As for the flight booking with ****** Airlines, the ticket is suspended by the airline and can't be refunded. However, as a gesture of goodwill, I have also refunded the ticket value of USD 553.94.

Both of these refunds will be credited to ********************** Discover card ending in 1652 in the next 710 business days.

I also wish to inform ****************** that the 24-hour cancellation policy is limited to the flight reservation and not the hotel or any package she may book in the future.A package booking may contain different services like flights, car rental,hotels, or activities, but each supplier is independent of the policies adopted by the other. For example, a refund approval granted by a hotel will not affect the policy of an airline and compel them to refund too.

With the above refunds, I believe we have reached a resolution to this case. In case ***************** wants further assistance on this itinerary, please feel free to reply to this BBB post.

Regards,
***************************
Global Traveler Resolutions Team
Customer response
02/28/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
01/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid for a cruise in November 2023. The amount paid was ********. There was a snow storm the day my flight was due to leave and there were no more flights available before the cruise was due to leave. I was told I would get a refund of ****** but was only given ******. When I called back after they gave me the wrong amount the agent would not help but agreed that I was owed the higher amount and said she will just hold the phone until I hung up. When I got angry she hung up. I am furious.
Business response
02/28/2024
February 29, 2024

Better Business Bureau
Travelocity - **********, **
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 time to address the comments and concerns brought to our attention.

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

Our records indicate that the customer had a cruise booking for Carnival Sunrise sail date was Jan 13, 2024. We understand ***************************** is requesting for the remaining refund that she haven't received.

Customer called on the day of their sail date wanting to cancel their cruise booking since her flight got cancelled due to the snow storm. Booking is at 100% penalty already but CLA advised that the customer will get a refund of $828.80. Customer called days after since she only received a refund of $355.30 previous agents called the CL to update the refund but CL advised they only processed refund of $355.30 which was the taxes and fees. Travelocity agents informed the CL that it is their agent that advised the $828.80 amount of refund but CL will not honor it.

Processed credit refund amounting to $473.50 due to Vendor Error-Misinformation and sent refund receipt email to the customer.

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,
Tannu
Global Traveler Resolutions Team
Customer response
03/02/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
01/22/2024
Complaint Type:
Sales and Advertising 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 January 19, 2023 I purchased a round trip flight on the Travelocity website. Wanting to get the flight I chose one of their offerings knowing I had the Guarantee that I could cancel within 24 hours of booking. When I found a more convenient flight, I went to cancel the flight (within the 24 hour period). I was told I had to connect directly with the carrier. I called the carrier and a recording said flights could not be cancelled. I then called Travelocity and they informed me that the guarantee doesn't cover certain companies. My issue isn't that the guarantee didn't come from "certain companies"... it was made by Travelocity on their booking page. Either they "Guarantee" or they don't. If their featured companies do not follow the policy the featured company should not be one of the offerings or the Guarantee isn't of any value
Business response
01/25/2024
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 flight reservation. We understand **************** is requesting a refund for flight reservation.

Upon further research, we are unable to locate an 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 his concerns.

If you have any further questions or concerns regarding this matter, please feel free to contact us.
Initial Complaint
01/20/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I attempted to book a rental car through Travelocity on 1/9/2024 while my car was in the shop being repaired. Travelocity was supposed to reserve the rental through Economy Rent a Car in **********, with me putting my debit card information to book the reservation. The first time a tried, it did not go through, with this happening a second and third time as well. The charges for two of the rentals not reserved was a little over $176 for one and $171 for the other. I was ultimately able to successfully book a rental from another business, but the foregoing debits remained notwithstanding the reservations not going through. I attempted to resolve this issue on 1/9/2024 with Travelocity, who could not help me because there was no itenirary number because the reservation did not go through and nothing went through to my email address. I tried again on 1/11/2024, and was informed that my three reservations were cancelled and the money for the debited charges would be refunded within 72 hours of cancellation, which according to the representative was on 1/9/2024. Nothing refunded the next day or this week. Travelocitys lack of responsiveness to make this right has prompted me to go through my bank to have the charges challenged and reversed, but the bank has been equally as inept as Travelocity. I am in a financial crunch and need this resolved ASAP. Thanks.
Business response
01/23/2024
January 23, 2024

Better Business Bureau
Travelocity - **********, **
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 *********************** (BBB case number ********) regarding a car rental booking.

Our records indicate that **************** tried to make a car rental reservation on our website but for some reason it did not go through. **************** tried it thrice but there was no luck. There were three transactions made for ****** USD, ****** USD and ******. All these transactions should have been reversed within 72- 96 hours. These transactions were just an authorization code for the payment but because the booking failed, the payment should reverse back to the source. We would request **************** to please check with their bank and verify the transactions. If in case the bank says that the transactions were successful, we request that **************** shares the transaction details so that we can investigate it 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.

Sincerely,
***************************
Global Traveler Resolutions Team
Customer response
01/23/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
01/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 12/29/2023 I reserved a prepaid car rental through Travelocity with ********** for 1/5/2024 to 1/9/2024 in the amount of $55.90. When I made payment it was indicated that no additional would be due at the time of rental. However at the time of pickup the car rental agency that at least an additional $99 in fees would be required to rent the car. This was a hidden fee as there was no prior indication that this fee would be charged. At that time I requested that they cancel the reservation.The next day I followed up with Travelocity to process the refund. Travelocity has since declined to issue a refund since my cancelation was later than the 6 hours before pickup. From what I have experienced, this was a scam as the fees required were not documented anywhere and at no time was I made aware of these prior to the pickup time. By the time that I was aware of these fees I had no recourse for a refund by their rules.
Business response
01/23/2024
January 23,2024
Better Business Bureau
**********, **
Complaint Department

Travelocity Case # ********
Dear Better Business Bureau,
Thank you for taking the time to contact Travelocity regarding an issue from *****************************. 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 ********) regarding the car rental reservation booked under itinerary 72724313901618.
We acknowledge ******************** request for a refund regarding his booking. As he refrained from utilizing the reservation due to additional charges imposed by the supplier.
Upon receiving his complaint, we promptly contacted the supplier to verify the claim and secure a cancellation waiver. Unfortunately,the response from the supplier was not in our favor. According to **********,the charges incurred at the time of pick-up were designated as a deposit,aligning with their booking policies.
In adherence to the policies, it is a requirement for the driver to present a valid driver's license and a credit card in their name during pick-up. The credit card serves as a deposit when renting a vehicle, and the deposit amount is held by the car rental company.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Thanks
*********************
Global Traveler Resolutions Team
Customer response
01/23/2024
I am rejecting this response because:
The rental car company required that I pay both a deposit in the form of $500 to be refunded at the end of the rental, plus an addition administrative fee of $99 that would not be returned. The fact that this fee would not be refunded means that this is not a deposit as claimed by Travelocity and the rental car company.
Business response
01/25/2024
January 25,2024

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

Travelocity Case # ********

Dear Better Business Bureau,

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

In response to ******************** consumer complaint (BBB case ********) regarding his car rental reservation under itinerary **************, Travelocity acknowledges his request for a refund due to his decision not to utilize the reservation, citing additional charges imposed by the supplier.

Upon receiving the complaint, we reached out to the supplier to verify the claim and obtain a cancellation waiver. Unfortunately, we did not receive a favorable response. Despite this, recognizing ******************** loyalty, we have decided to make a one-time exception. Consequently, we have refunded the booking value of $55.90, which will be credited to the **** card ending with XXXX-**** within 7 to 10 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.

Thanks
*********************
Global Traveler Resolutions Team
Customer response
01/25/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
01/16/2024
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.
So we used them to rent a car when we had to go to ********** for my wifes' grandmother's funeral. We got to the airport around 2 am exhausted. I get to the car rental booth and they don't have a car for us. They told us to come back tomorrow to see what happens. So I spend more money to Uber my entire family to my wife's family member's house. So I then Uber back to the airport the next day, and still no car. I then called the car rental place and had them cancel the rental due to not having any cars. They said sure. I was then told to contact Travelocity to handle the refund. I do that, and Travelocity will not refund me my money. After several calls, customer service chats, and ******* rants, no response, no resolution. They pretty much stole my money. I attached the proof i sent them showing that Thrifty canceled the rental and to reach out to Travelocity for a refund. Travelocity on the phone said my refund was approved, but then two days later they said it's not. I have gone through this twice with them in like 4 weeks. They need to know that this is not okay.
Business response
01/18/2024
January 18, ****

Better Business Bureau
******, ****** & Western **********
Complaint Department

RE: Expedia Case #********

Dear Better Business Bureau,

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

Expedia is responding to the consumer complaint from *************************** (BBB case number ********) regarding the rental car reservation under Travelocity itinerary 72713303311234.

I understand ****************** is requesting a refund as the vendor Thrifty did not have a car available at the pick-up counter. I was disappointed to learn about her unsatisfactory experience with Thrifty Car Rental.

As the reservation was canceled by Thrifty, I have processed the refund for ****** USD to her **** card ending in ****. The refund for the Rental Car Protection Plan worth ***** USD was processed on January 04, ****, which must be reflecting already.

Further, I have issued a coupon worth $25.00 to your account as a goodwill gesture. You will be able to utilize this coupon and view the terms and conditions by clicking on this link:

***************************************************

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns, please do not hesitate to contact us.

Sincerely,
Harrysha
Global Travel Resolutions Team

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