ComplaintsforTravelocity

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a flight thru Travelocity and was booked to fly into ****** and the war broke out all airlines CACELED flights to that location and now we can not get a refund by either the airline or Travelocity this flight was canceled because of the war and not because we wanted to cancel it

  Business response

  01/17/2024

  17th January 2024
  
  Better Business Bureau 
  
  Travelocity - **********, **

  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 ********) regarding a flight reservation. 
  
  Upon further research, we are unable to locate an Travelocity account related ************************** complaint. We respectfully request that ********************** provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address ************************** concerns.
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Regards,

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

  Global Traveler Resolutions Team
  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 23, 2023 I booked and paid for a trip from *** to ****** through Travelocity, scheduled on December 17, 2023. The flight information was changed without any prior notice to me. When we arrived at the airport, 3 hours in advance of an international flight, and were going through the *** security check, our bags flew on an earlier flight to ******, **. We realized that the itinerary was changed when we went to the ****** Airlines to check on the status of the flight, as it was not on the information tableau. The ** told us that it might be a ************ Airline flight number because it was not on their system. Our flight was by ************ Airlines (SAS) serviced by ****** Airlines (**). We ran through the entire *** airport to SAS only to find out that the flight number did not exist there either. We returned to ** and were re-booked on a different flight. When I called the Travelocity to find out what happened, I was not given any answers or explanations. Furthermore, they confirmed the non-existent flight as if it was completely normal. When they realized that there was a mistake, they offered to refund the luggage fees I paid, but only upon submission of the receipts. No explanations of what happened or trying to remedy the situation. We lost our luggage somewhere in ******************. I flew on a different flight to ****** and filed a lost luggage claim. My husband drove to *** to find out where the luggage is. We had no winter clothes when we arrived to ****** and no toiletries. The next day we sat wrapped in towels without any clothes and had my son (who lives in ******) take our clothes to laundromat to wash. Then we walked in the freezing temperatures in our ********** clothes to a store to purchase winter clothes. Instead of enjoying our vacation we lost two days figuring out where our luggage is, calling Travelocity and both airlines. When I asked Travelocity to add another day to our trip at the end, they refused and I had to pay out of pocket.

  Business response

  01/26/2024

  January 27, 2024
  Better Business Bureau 
  ******, ****** & Western **********
  Complaint Department
  
  Expedia Reference Number: SF01584647
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue with 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 received from *************************************** (BBB case number: ********) regarding her flight booking under the itinerary- 72589545590834.
  
  According to our records, on June 23, 2023, **************************** booked a round trip with SAS for three travelers. The departure was on December 17, 2023. The outgoing trip was from *********** to ********* to ******.
  
  On August 31, 2023, September 20, 2023, and October 20, 2023, SAS made schedule changes to the outgoing flight itinerary. The original flight from *********** was scheduled for an 8:15 a.m. departure. These schedule changes offered a new flight with a departure time of 7:00 a.m. **************************** states in her complaint that she was not notified that her flight was changed to a 7:00 a.m. departure; however, our records confirm that three emails were sent to ******************************** email address notifying her of the schedule change. These emails were sent on August 31, 2023, September 20, 2023, and October 20, 2023.
  
  I investigated this case earlier and found that **************************** was unaware of the schedule change and probably did not see the notification emails we sent. She checked in the luggage on the 7:00 a.m. flight but did not board the plane as she was under the impression that her flight was at 8:15 a.m. As a result, her luggage was shipped to ****** without her being a passenger on the flight. According to the complaint we received, ****** Airlines then offered her a new flight from *********** to ********** to ******.
  
  I understand that **************************** may have had to spend a couple of days without her luggage until it got shipped from ****** to ******. I also realize the inconvenience a situation like this can cause to anybody; however, Travelocity did not fail to notify **************************** of the change to her flight schedule. I have listened to the call recording of the conversation mentioned in this complaint between **************************** and one of our frontline representatives. During this conversation, the Travelocity representative simply reiterated the original flight number when she was asked about it. This should not be misconstrued as an admission of guilt, as suggested in this complaint.
  
  December 19, 2023- **************************** contacted our frontline to change her return flight from January 1, 2024, to January 2 or 3, 2024, and wanted Travelocity to bear the cost of the extra amount. This request was based on the fact that Travelocity did not notify her of the schedule change to her outgoing flight. As mentioned above, Travelocity had sent three emails informing her of a schedule change; therefore, her request was rejected, and she booked a new itinerary with a return date of January 2, 2024.
  
  Keeping into consideration the inconvenience **************************** suffered, Travelocity has already compensated USD ******* while resolving this complaint directly with her. I may not be able to offer any more refunds or compensation in this case and request **************************** to please consider this as a final resolution to this complaint.
  
  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

  01/30/2024

  I am rejecting this response because:   

  1. I have not received any of the three emails Travelocity rep claims that have been sent. A request to provide copies of the emails as they were sent to my email address, date and time stamp, were unanswered. If the flight information was changed, hypothetically, then the updated information would have been on the app. The Travelocity app, on the travel day, contained the same incorrect information up until they realized the mistake and booked me for an alternate flight later that afternoon. Even now, when entering the flight information, the system shows the incorrect flight information. If, according to the letter of explanation sent to you, the flight was changed months ago and I was notified of the change, why did the Travelocity app and website still carry the wrong - nonexistent flight information?

  2. The Travelocity representatives, every single one of them, when I called to report the issue, confirmed the incorrect flight and not one in all those calls (and there were several on that day and after) said that the "incorrect flight" was changed to the 7AM travel time, providing me with email notifications of the change. Not one manager, to whom the calls were transferred, who have a higher level of experience than the regular representatives, informed me that the flight was changed to a 7AM flight. Not one.
  

  3. The $1,400 (or so) "refund" claimed to have been returned to me is for: $500 (or so) was for the lost luggage that was sent without the passenger on board. According to the travel policies, the luggage, if loaded onto a plane, must be removed, IF the boarding pass of the passenger to whom the luggage belongs to, is not scanned for the flight. In other words, the luggage MUST accompany the passenger and if the traveler does not get on that flight for whatever reason, the luggage MUST be removed from that plane. Not only did the airline not remove my luggage for which I paid for, but they also lost it as to where it was sent. This was not a good gesture reimbursement for all my troubles.

  4. The $900 good gesture refund for "all my troubles" was rejected by me because I told ******* that I will be filing a claim in a small claims court. I still have not received the funds.

  There is really no documentation to provide as to the luggage fees, as it is irrelevant to the overall claim. The emails of my rejection of the good gesture refund email correspondence is attached.

  Thank you for your time,

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

   

  Business response

  01/30/2024

  January 31, 2024
  Better Business Bureau
  ******, ****** &Western **********
  Complaint Department
  
  Expedia Reference Number: SF01584647
  
  Dear Better Business Bureau,
  
  I am sorry to know that **************************** is not aligned with the resolution we offered; however,we consider that a final resolution has been reached in this case. I am attaching the schedule change emails we sent to ****************************. Our records show that these emails were sent on August 30, 2023, September 20, 2023, and October 20, 2023. These emails were sent by Travelocity's automation, which draws its details from the trip information present on a traveler's account.These emails show what the trip information looked like on the above dates on ******************************** Travelocity account. Therefore, we find ******************************** claim that the schedule change did not reflect on her account to be invalid.
  
  I acknowledge that a flight should not depart with luggage where the traveler did not check-in.However, this is an operational fault by the airline (SAS), and Travelocity should not be deemed responsible for it. While handling ******************************** complaint, we realized how this could have affected her overall experience and decided to refund USD ******. This was the amount she paid for the luggage on this trip.
  
  I have already mentioned in my previous response that our frontline agents did not confirm that the traveler's original flight was still in place. I listened to the call recordings and can validate that our agent did confirm the departure time of the original flight; however, this was in response to the question where *************************** wanted to know the original departure time. It was only a reiteration of the what the original time was and did not mean that the original flight still holds.
  
  We have already shared our final resolution in this case, and we may not be able to change it.
  
  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

  Business response

  02/04/2024

  February 05, 2024
  Better Business Bureau
  ******, ****** &Western **********
  Complaint Department
  
  Travelocity Reference Number: SF01584750
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue with our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the rebuttal received from ****************************. I am attaching screenshots of the schedule change emails Travelocity sent to her at ******************** I have also sent another email to this address with a screenshot of an internal tool, which shows that these emails were successfully delivered to this address. The subject line of these emails was: ****************** Airlines changed your flight(s).
  
  These emails were sent via Travelocity's automation, which draws its information from the account itself. This proves that her account showed the changed flight details on August 30, 2023, September 20, 2023, and October 20, 2023.
  
  I am also attaching a screenshot of ******************************** Travelocity account. This screenshot shows the outgoing flight from *********** to **********, verifying that the changes were successfully updated on the account. Therefore, ******************************** claim that her account still shows the original flight is not validated.
  
  I understand that the United flight should not have left with the traveler's luggage without them on board; however, this is an operational fault from the airline. Although this should not be considered Travelocity's error, we refunded USD ****** for the inconvenience due to the airline's actions. Moreover, we also refunded USD ****** to compensate for the overall experience **************************** had during this trip.
  
  I have listened to the call recordings of the conversation between **************************** and our frontline agents. I have found that Travelocity's agents simply reiterated the original flight details when they were asked about it. They did not mean that there was no flight change to the original itinerary.
  
  As the schedule change information was successfully conveyed to **************************** via email, I find Travelocity to be not at fault here. We have already compensated a total of USD ******* while handling his complaint directly with ****************************, and with this, we believe we have reached a reasonable resolution to this case.Therefore, we can't entertain any further request for compensation.
  
  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

  02/06/2024

  I am rejecting this response because:   

  Compiling a Word document as "proof" of email sent will never stand the scrutiny in court. I am yet to see the actual email confirmation sent and received by me. I am 50 years old, traveling with two minors, meeting my other child, who has made arrangements to meet us at the airport. This trip has been planned since Covid pandemic struck. I have made itinerary list (attached) detailing every move, time, seat selection, confirmation number, etc. You will notice a different font (the different color may not show through the **** because I copied and pasted directly from each site after receiving confirmation of each trip stop. I am not sure if you are able to see the history of its creation, but it was last edited on November 27, 2023, well after the so called last notification email sent by Travelocity. Do you really think according to a reasonable person standard that if a person (a person that meticulously planned this vacation) would receive not one, but three emails, that person would not even be curious to open at least one of them to be aware of the changes, especially with such a heading?

  The purported change of the flight going from *** to ********* that the representative assigned to this matter is sending you is the change that was made by me, in the airport, on December 17, when Travelocity realized that they have the wrong flight on their site. I have yet to receive proof that the flight was changed not from *** to *********, but rather the original purported change (as referenced in alleged emails sent to me) from *** to ******, ** from 8:15AM to 7AM. That change does not exist because the merchant was never aware of such change. And the merchant negligently failed to notify me of that change.

  The representative assigned to this matter, after he emails his response to you, copies and pastes the same response to me as if to show good will gesture. This is not proof of good will gesture, this is proof of delaying the inevitable. The inevitable is that I am compiling a list of receipts and other documents to file a claim at small claims court.

   

   

  Customer response

  02/08/2024

  I do not accept the resolution provided by Travelocity. In your email it says I need to review the latest response and need to reply within 10 business day, yet there is no place for me to mark that. Then later in the body it says that there is nothing for me to do at the moment.

  To address the issues in the last correspondence from Travelocity:

  The SAS will also be added/included in the complaint in small claims court, and the admittance of Travelocity of the error of accepting the luggage without the traveler on the plane is yet another proof I need to plead my case. Furthermore, I have yet to receive copies of the recordings stating the "original flight" information. Picture this, I am on the phone with Travelocity, distraught, with 2 kids looking at me, at 9AM, 45 minutes past my "originally scheduled flight" that never existed, finding out that my luggage is on its way to ****** on a 7AM flight, do I really want to know about the "original flight" or do I want to my flight. I gave the agent my flight number and she gave me the flight information and was quite surprised that the flight does not exist. That is when I get transferred to a supervisor. Never during any of those conversations (still to be received as requested) did any of the reps, including the managers, say that the flight was changed to 7AM. "Assurances" by ******* now of the phone conversation recorded will not be admissible in court. Why won't he provide the voice recordings. I have used a lot of expletives during all those calls, which, in theory, would damage me more than the merchant, yet Mr. ******** is refusing to provide them. Why?

  As for the refund, it is only a fraction of the cost that I paid that I am seeking. Nothing is mentioned about the return flight tickets (on January 2, 2024) that I had to purchase because the merchant refused to re-book me for a different day under the excuse of "there is no flight available for the second or the third of January with the current airline" and "we will not be booking your return flight with a different airline." Why?

  If there is anything needed from me at this time, please reach out.

  Thank you,

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

  Customer response

  03/12/2024

  I would like to follow up on this matter. Please let me know if you have any questions or require additional information.

   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked and then cancelled a hotel reservation (thru Travelocity) for the Holiday Inn Express in Plymouth, IN for Decemebr 22nd, 2023. I had to cancel the reservation due to a family emergency and was told while I would be penalized a nights stay ($166.88) the balance of the amount they had charged me ($617.12) would be credited to me within 72 hours. This never occurred. I called travelocity on 1/7/2024 and was told that I would have to deal with the property directly regarding the refund.

  Business response

  01/12/2024

  January 12, 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 with 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 ********) regarding the refund on the hotel reservation made with Holiday ***************** & Suites Plymouth under Travelocity itinerary 72718155530657.
  
  Our records indicate that ************** made the "pay-later" hotel reservation for December 22, 2023, to December 26, 2023, worth ****** USD (including ***** USD in insurance). ************** contacted the frontline support and was advised of the penalty charge of ****** USD and the non-refundable insurance of ***** USD, which he accepted. Since this was a ************* reservation, we contacted the hotel, and they have processed the refund of ****** USD to the original form of payment. Also, we have refunded the amount of ***** USD to the original form of payment, and we are sorry for the delay & hassle caused. Please note that the total refund of ****** USD has been processed in two transactions and might take 710 business days to reflect on the original form of payment, which is the **** ending XXXX-7893.
  
  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

  01/12/2024

  I am rejecting this response because:   I certainly appreciate the response received by Travelocity but do not have the funds they have mentioned as returned to the card they mentioned as having refunded to has been closed due to a concern over potential fraud.  THE ***** HAVE NOT BEEN RETURNED.  I have not received the funds but understand that Travelocity is making an attempt to send this refund and will happily provide them with the necessary new card information upon request from either you or Travelocity.  Thank you for your efforts as they are greatly appreciated.  *******************

  Business response

  01/15/2024

  January 15, 2024
  
  Better Business Bureau
  **********, **
  Complaint Department
  
  RE: Travelocity Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for forwarding the consumer rebuttal from Mr. ******************* (BBB case number ********). We have reviewed the information ************ provided to further address his concerns. We understand the refund hasn't been received by the traveler yet. As mentioned, the refund of ****** USD might take 710 business days to reflect on the original form of payment (depending on the traveler's bank timeline), since the refund was processed on January 12, 2024.
  
  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

  Customer response

  01/15/2024

  Thank for the additional reply from Travelocity.  As well mentioned in my last message they may not be able to refund ** based on the cancellation d information they currently have as the card had to be cancelled after they had charged the original amount.  I am not sure they can send a credit back and n it in a cancelled state.  I CAN provide the card information for the replacement card if they require that.

   

  thank you for your understanding going assistance in resolving this matter.

   

  regards,

  ********************;

  Customer response

  01/22/2024

  I am rejecting this response because:   

  Thank for the additional reply from Travelocity.  As well mentioned in my last message they may not be able to refund ** based on the cancellation d information they currently have as the card had to be cancelled after they had charged the original amount.  I am not sure they can send a credit back and n it in a cancelled state.  I CAN provide the card information for the replacement card if they require that.
  
  
  thank you for your understanding going assistance in resolving this matter. 
  
  regards,
  ********************;

  Business response

  01/28/2024

  January 28, ****
  
  Better Business Bureau
  **********, **
  Complaint Department
  
  RE: Travelocity Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for forwarding the consumer rebuttal from Mr. ******************* (BBB case number ********). We have reviewed the information ************ provided to further address his concerns. Despite our attempts to reach out to the traveler via the registered phone number and email, unfortunately, we did not receive any response. However, after verifying with the property, it was confirmed that a charge of ****** USD was indeed processed on the traveler's card. The property has successfully refunded ****** USD and ***** USD on January 11, ****, to the **** card ending XXXX-****. For any additional details or clarification, we request the traveler to consult with their financial institution.
  
  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

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see explanation below

  Business response

  01/11/2024

  11Jan 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 with our customer. We appreciate the ********************** ("********************") giving us time to respond to your feedback and issues. brought to our attention.
  
  
  Travelocity is responding to the consumer complaint from *************************** (BBB case number ********) regarding her hotel reservation.
  
  Our records indicate ************** booked a hotel reservation at Quality Inn & Suites *********** on December 21, 2023, and checked out on January 2, 2024. We understand ************** is requesting a refund as the hotel was not able to accommodate the traveler.
  
  On the basis of our findings, we understand ************** faced trouble during her stay. Our support team did try to assist ************** and was able to relocate her to another property. However, a few amenities were not available at the new property. Our support team did inform ************** about the missing amenities, and she agreed to proceed with the same. Accordingly, she was relocated to the new property, where she completed her stay.
  
  
  In addition, as the service has already been utilized, the property has been denied any further refund. However, considering her loyalty to Travelocity, we have issued a refund of 100 USD to her MasterCard, ending with ****. The refund amount will be reflected in ****************** bank account within 5 to 7 business days.
  
  The traveler will be able to see this coupon under her Travelocity account under the coupon and credit section, along with the coupon terms and conditions.
  
  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

  02/13/2024

  $100.00 is hardly sufficient, since i was originally credited approximately $13.00 on day of "switch" in hotels. HAD I ORIGNALLY BOOKED with hotel that i was "sent to", i would have paid a lower rate, since i was BOOKING IN ADVANCE and not DAY OF!!! 

  The fact that they (Travelocity) told me "all hotels in the area" cant accommodate, as they were FULLY BOOKED! which seems like an outright lie

   

   

   

   

   

  Business response

  02/21/2024

  21 Jan 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 21105133).  We regret to hear that *************************** did not accept the resolution offered.
  
  
  We have reviewed the information *************************** provided to further address her concerns. On the basis of our findings, our support team did try to assist, booked a new reservation for **************, and was able to relocate to a different property. However, the services of the new property have already been utilized, and the agent informed ************** about the missing amenities at the time of relocating, which ************** accepted. We understand the resolution is not the same what ************** expected
  
  
  Considering the issue ************** faced during their trip,. We have already issued a refund of ****** USD to her credit card, ending with 5716. We have explained our position with regards to ****************** complaint in our previous email. Our resolution stays the same, and I'm sorry for any disappointment caused as a result.
  
  
  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

  Customer response

  02/21/2024

  I am rejecting this response because:   Travelocity advised me that ALL hotels in area were booked, with same amenities as the original hotel booked. $100 seems insufficient to me. . I have booked reservations with Travelocity over the past 8 yrs (possibly more.. i can't remember).. and i would think that being a loyal customer, they would offer SOME satisfaction, as everything was done "last minute" and don't feel they (travelocity) was completely honest, in their response that "ALL HOTELS BOOKED". I believe they went with the easiest resolution for THEM, and booked me in a hotel that i had used on previous visit. At the VERY LEAST, they could have notified me IN ADVANCE of arriving at the original hotel, that my "reservation" not FOUND.. how is that even possible, when it was paid in advance!!!! 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight Captiva island in *******, a hurricane wiped the closest city and my flight destination off the map, the causeway into ******* which is the only way into Captiva a destroyed also, it was national news. They wouldn't refund me for that.

  Business response

  01/05/2024

  January 05, 2024
  
  Better Business Bureau 
  ******, ****** & Western **********
  Complaint Department
  
  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 a flight booking. We understand ******************** is requesting a refund. 
  
  Upon further research, we are unable to locate an Expedia itinerary matching the description of ******************************** 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 the concern here.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Regards,
  ***************************
  Global Traveler Resolutions Team
  
  

  Customer response

  01/05/2024

  The email that is associated is *********************.  Here is the other number to go with the email 72389090274611.

  Customer response

  01/09/2024

  I am rejecting this response because:   

  The email that is associated is *********************.  Here is the other number to go with the email 72389090274611.

  Business response

  01/10/2024

  January 10, 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 flight reservation. 
  
  Our records indicate that ************************************* made a return flight reservation from ***********, **, ************* to ***************, **, ************* for November 06, 2022, to November 16, 2022. We understand ******************** is requesting a refund against the flight cancellation.
  
  Upon checking our internal resources, we found that the reservation was cancelled online and there was no schedule change by ***** Airlines. We called ***** Airlines to verify this information and were informed that it was cancelled for a future travel credit which expired on December 31, 2023, and no exception was provided. We are sorry to inform that a refund 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 Resolution Team
  
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5/29/23 I paid Travelocity $305 (****** twice) for 2 rooms for 12/17-19/2023 at *************** ****************************************************************** there on 12/17/23 at 5pm the front door was locked/no entry/ no office/ no recepcionist/ no instructions how I will get into my rooms. A guy staying there told me to call them and they would give me a code to enter the room and that they wwould get back in the morning to clean. I called 3 times and nobody answer. I left message. Next day at 1pm they texted me saying that I DIDNOT show up which it was a lie cause at 5pm nobody was there when they said they are there until 9pm. I told them I wanted my money back, that they could not steal or keep my money. That they were false advertising the hospedaje rental rooms for students or single like a hotel. They never answered me back. They are dishonest people who keep customers money without receiving the services they paid for. They are fraud/ scammers.

  Business response

  01/14/2024

  January 14, 2024
  Better Business bureau  
  Travelocity - **********, **
  RE: ** Case ********/ Better Business bureau: ********
  
  Dear Better Business bureau,
  
  Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the Better Consumer Alliance allowing us time to address the comments and concerns brought to our attention.
  
  Travelocity is responding to the consumer complaint from ************************************** (case number ********) regarding a refund of hotel reservations booked with Hospedaje Primavera under itinerary ************** & 72570682278477. 
  
  I am so disappointed to hear about the experience *********************** had during visit to Hospedaje Primavera. Upon reviewing her complaint, I tried to contact the hotel several times over the email and over the phone, however there is no response from the property so far.
  
  Therefore, considering the hassle *********************** had to go through, I have processed the refund of both the reservations in amount of USD ****** each. *********************** can expect the funds to reflect in her card ending with **** & **** within 5-7 business days. 
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  *************************
  Global Traveler Resolutions Team
  Expedia Group
  

  Customer response

  01/15/2024

  I have reviewed the business response and accept this resolution. Yes I accept the resolution of getting all my money back. Almost $305.00 total. Thank you. I work hard for my money.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a trip to ******, Ireland cancelled due to COVID and was advised that a "credit" would be good through 12/31/2023 and could be used going forward, as long as my trip was booked in 2023. Travelocity assisted in cancelling the hotel for which I received a refund. When I tried to book a trip on 12/30/23, interestingly enough, I conveniently was told that travel also had to occur in 2023 as I was trying to use my credit that would expire the next day. Mind you I tried to use the credit in April of 2023 to travel to **********, ** and was at that time told that I had to use the credit for an international flight. At that time I specifically reconfirmed that travel could take place in **** and was told yes. I chatted with two representatives; the first one *******, had assured me that Travelocity would contact United as each entity was pointing the finger at each other. United had already told me on two occasions that the credit was at Travelocity. Later I chatted with ******** who told me ******* had not done anything nor notated my account. ******** refused to contact United even though I had told her that United had stated they needed to speak with an agent to rectify the situation. Never once was I told that the "credit" also referred to the travel time period. My last correspondence from ******** was that they had to follow policy, that my credit could not be used, and would expire the next day.

  Business response

  01/08/2024

  January 8, 2024
  
  Better Business Bureau  
  **********, ** 
  Complaint Department
  
  RE: Travelocity Case # **- 00345570
  
  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 flight reservation. 
  
  We understand ************************ is seeking a refund for flight reservation booked under itinerary ************* as the travel credits expired.
  
  Upon receiving this complaint, we reviewed our records pertaining to ************************** reservation and found that the travel credits for United reservation tickets were valid to be booked, and travel should have been completed by December 31, 2023.
  
  We are sorry to inform ************************ that we cannot extend the travel credit or issue a refund for this reservation. Any refund or exception that you may receive would be authorized or issued by the travel provider based on their cancellation policies.
  
  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

  Customer response

  01/09/2024

  I am rejecting this response because:   Despite being told numerous amounts of times by representatives that the CREDIT - not the TRAVEL - had to take place in 2023, Travelocity is choosing to stand by an absurd, unheard of distinction.  The screenshot I have says CREDIT.  Since when is CREDIT synonymous with TRAVEL.  

   

  Business response

  01/10/2024

  January 11, 2024
  
  Better Business Bureau  
  **********, ** 
  Complaint Department
  
  RE: Travelocity Case # **- 01492202
  
  Dear Better Business Bureau,
  

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

  As mentioned in our previous response, United ****************** credits were valid for booking and travel had to be completed by December 31, 2023.
  
  However, we regret to inform ************************ that we are unable to extend the travel credit or issue a refund for this reservation. Any refund or exception that she may receive would be authorized or issued by the travel provider based on their cancellation policies.
  

  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
  Travelocity

  
  

• Initial Complaint

  01/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov. 2, 2019, we booked tickets through Travelocity. Itinerary #************* and ticket #'s ************* and *************. Travel dates Mar. 21 - Apr. 6, 2020. This was during the time the Covid pandemic developed and all flights to ********* were canceled. My wife started trying to contact Travelocity in early March. After several attempts she was finally able to speak to someone to cancel. This was over a week before the trip was scheduled. On March 17, 18, 19, & 20, my wife used the Travelocity chat box but this was all automated and she never actually chatted with an actual person. Then on March 21, the very day the flight was originally scheduled, my wife received a message from Travelocity at around 4AM. The message said they needed to speak to ***** if she wanted to cancel the trip. ***** tried several times over that weekend to contact Travelocity, but her calls were not answered until the following Monday. She was then told, since she didn't cancel the trip, we would receive credit until the end of 2021 instead of a refund. Even though we DID actually cancel over a week to 2 weeks prior, and even though ALL flights were cancelled due to Covid, we still accepted this offer thinking we would travel sometime during this time frame. As of July 2021, there were still many restrictions due to Covid and Travelocity extended our credit to the end of 2023. In Dec. of 2021, I had surgery for stenosis of the spine. Unfortunately, I never completely recovered and I'm still on disability. Due to this, I'm unable to travel. ***** started contacting Travelocity around August of 2023 and we have been told we would receive a refund. They always say someone will contact us within 10 business days but nobody ever does. ***** has been very persistent but she keeps getting the runaround from Travelocity. They have even claimed that one ticket has already been refunded. This is completely untrue and our bank has confirmed that no refund has ever been given.

  Business response

  01/09/2024

  09th Jan 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 flight reservation. 
  
  Our records indicate that on 25th Nov 2019, ******* made a flight reservation with ************** for the travel from 21st March 2020 to 06th April 2020. We understand ******* is requesting a refund.

  I am sorry to hear how you felt about the whole experience they had with us. I understand that throughout their journey, their experience is what counts, and we take such issues seriously.

  Please know that I have shared a number with them via the email in order to get the refund for their flight booking and also offered additional USD ***** for the hassle they had to face. Once they give us a call, we will take the card details and process the refund of USD *******. After processing the refund, they can expect to see the amount in their 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,
  Sheetal
  Global Traveler Resolutions Team

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Travelocity app never returned my canceled cars reservations in ******** also hotel cancellations when is a process of couple days

  Business response

  01/16/2024

  January 16, ****
  
  Better Business Bureau
  ******, ** 
  Complaint Department
  
  
  Re: ********
  
  
  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 hotel and car booking refund booked under Itinerary ************** , ************** and **************. We were disappointed to hear about the difficulties encountered by the traveler with the bookings.
  
  Our records indicate that the hotel Itinerary ************** was booked on 26 DEC 2023 for the dates 28 Dec 2023 - 30 Dec 2023. The hotel Itinerary ************** was booked on 22 DEC 2023 for the dates 26 Dec 2023 - 28 Dec 2023 and the car Itinerary ************** was booked on 21 DEC 2023 for the dates 26 Dec 2023 - 2 Jan ****. We understand that our traveler is seeking a refund of these bookings.
  
  
  Upon investigating we found that on 26 DEC 2023 upon traveler's request the hotel booking under Itinerary ************** was canceled with full refund of ****** USD. The refund was processed to the original form of payment i.e. **** ending ****. It takes **** business days to reflect the refund in the traveler's account.
  
  Upon investigating the hotel Itinerary **************, we found that as per the booking policy "cancellations or changes made after 6:00 PM local hotel time, Monday, December 25, 2023 are subject to a hotel fee equal to 1 night(s) plus taxes and fees." 
  
  On 26 DEC 2023 the traveler contacted our support team to cancel the booking. Our support agent informed the traveler that as per the booking policy 1 night cancelation fee will be applicable. Nonetheless, in order to help our traveler further, our support agent called the hotel seeking a penalty waiver, however, the hotel could not approve it. With the traveler's consent, the booking was canceled with 1 night penalty and the remaining refund of ***** USD was processed to the traveler original form of payment i.e. **** ending ****. We called the hotel again seeking a refund of 1 night fee, however, we did not a favorable response from them. 
  
  Further, upon investigating the rental car Itinerary **************, we found that on the day of travel i.e. on 26 DEC 2023, the traveler contacted our support team to cancel the booking and was advised that the booking is non-refundable. We have contacted the rental car provider requesting a refund on behalf of our traveler. Despite our best efforts, the car supplier is strictly imposing their non-refundable policy.
  
  We hope you understand that Travelocity serves as a third party intermediary for our travelers and travel providers such as hotels and rental car providers. As a third party intermediary we provide a platform to book travel services online. We provide our service to help our travelers find information about ****** Services and to assist them in booking those ****** Services. However, booking is confirmed with the travel providers and we are bound by the terms and conditions provided by them. Therefore, any refund that the traveler may receive must be approved or issued by the travel providers as per their policy.
  
  
  We are appreciative of your help in mediating a resolution of this issue and want to assure you that we believe the appropriate resolution was reached. If you have any further questions or concerns, please do not hesitate to contact us.
  
  Kind regards,
  ***************************
  Global ******er Resolutions Team

  Business response

  01/19/2024

  January 16, ****
  
  Better Business Bureau
  ******, ** 
  Complaint Department
  
  
  Re: ********
  
  
  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 hotel and car booking refund booked under Itinerary ************** , ************** and **************. We were disappointed to hear about the difficulties encountered by the traveler with the bookings.
  
  Our records indicate that the hotel Itinerary ************** was booked on 26 DEC 2023 for the dates 28 Dec 2023 - 30 Dec 2023. The hotel Itinerary ************** was booked on 22 DEC 2023 for the dates 26 Dec 2023 - 28 Dec 2023 and the car Itinerary ************** was booked on 21 DEC 2023 for the dates 26 Dec 2023 - 2 Jan ****. We understand that our traveler is seeking a refund of these bookings.
  
  
  Upon investigating we found that on 26 DEC 2023 upon traveler's request the hotel booking under Itinerary ************** was canceled with full refund of ****** USD. The refund was processed to the original form of payment i.e. **** ending ****. It takes **** business days to reflect the refund in the traveler's account.
  
  Upon investigating the hotel Itinerary **************, we found that as per the booking policy "cancellations or changes made after 6:00 PM local hotel time, Monday, December 25, 2023 are subject to a hotel fee equal to 1 night(s) plus taxes and fees." 
  
  On 26 DEC 2023 the traveler contacted our support team to cancel the booking. Our support agent informed the traveler that as per the booking policy 1 night cancelation fee will be applicable. Nonetheless, in order to help our traveler further, our support agent called the hotel seeking a penalty waiver, however, the hotel could not approve it. With the traveler's consent, the booking was canceled with 1 night penalty and the remaining refund of ***** USD was processed to the traveler original form of payment i.e. **** ending ****. We called the hotel again seeking a refund of 1 night fee, however, we did not a favorable response from them. 
  
  Further, upon investigating the rental car Itinerary **************, we found that on the day of travel i.e. on 26 DEC 2023, the traveler contacted our support team to cancel the booking and was advised that the booking is non-refundable. We have contacted the rental car provider requesting a refund on behalf of our traveler. Despite our best efforts, the car supplier is strictly imposing their non-refundable policy.
  
  We hope you understand that Travelocity serves as a third party intermediary for our travelers and travel providers such as hotels and rental car providers. As a third party intermediary we provide a platform to book travel services online. We provide our service to help our travelers find information about ****** Services and to assist them in booking those ****** Services. However, booking is confirmed with the travel providers and we are bound by the terms and conditions provided by them. Therefore, any refund that the traveler may receive must be approved or issued by the travel providers as per their policy.
  
  
  We are appreciative of your help in mediating a resolution of this issue and want to assure you that we believe the appropriate resolution was reached. If you have any further questions or concerns, please do not hesitate to contact us.
  
  Kind regards,
  ***************************
  Global ******er Resolutions Team

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We arrived in *********** on 12-29-23 at the **************** on *************, the room didnt meet the web site agreement, we checked out, I was searching for another hotel near by, when I selected my dates to check in 12-29-23 and check out on 12-31-22 the app when to Travelocity site and during this time Travelocity site changed the date without my knowledge from my original requested dates above. And when I paid for the rooms at ************ on riverwalk for ****** they sent my confirmation by text message, I notice right away, and when I went to cancel the reservation I notice the cancel policy date was 12-28-23 and if I canceled after that date I would be responsible for one day of room expense of ******, but again I booked the room on 12-29-23 at 9pm so how can they charge me a full day of hotel when the cancellation date was the day before I booked room. Now Im waiting for Travelocity rep, to contact me about issuing my the ******. This is totally unprofessional service to their customers that they are supposed to protect and customers depend on.

  Business response

  01/11/2024

  Jan. 11, ****
  
  Better Business Bureau 
  Travelocity - **********, **
  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 ********) regarding the refund of 390 USD cancellation fee on the hotel reservation.
  
  Our records reflect that ********************** made a pay at hotel reservation with ********************************* for the dates Dec. 31, 2023 Jan. 2, ****, under itinerary **************. We understand ********************** is requesting a free cancellation as he claims that he selected dates as Dec. 29, 2023 Dec. 31, 2023, however, the reservation was made for Dec. 31, 2023 Jan. 02, ****.
  
  Upon reviewing the booking, we found that ********************** selected the dates as Dec. 31, 2023 Jan. 02, ****, and upon confirming, he received the booking confirmation email for the above mentioned dates. We understand ********************** contacted our frontline chat support to make changes with the dates Dec. 29, 2023 Dec. 31, 2023, and was informed that property's ****** USD penalty fee will be levied. Our frontline team tried to seek an exception, however, was unable to reach out to the property.
  
  We again contacted property seeking an exception and were informed that the ********************** was a no-show and his credit card declined so property could not charge any amount. They further stated that nothing will be charged to ********************** in regards to this booking. 
  
  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   
  
  

*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. ↩