Business Profile

Travel Agency

Travelocity.com

Headquarters

Complaints

This profile includes complaints for Travelocity.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

670 total complaints in the last 3 years.
169 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:05/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
BUYER BEWARE!!!!! I am writting this formal complaint because I purchaced a travel package through Travelosity and i needed to cancel my package for an unforseen occurance . I was refunded the hotel and car however I was credited for the flights on *****. I was told I cant use my airline credit to purchace another package. The flight would be a stand alone purchace and I would have to book the hotel separetlely. I was trying to save money by booking a package not spend more money. I received no help from customer service or the supervisor in charge
Business Response
Date: 05/03/2025
03 May 2025,

Better Business Bureau
**********, **
Complaint Department
Re: Travelocity.com 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 Ms. ****** ******** (BBB case number ********) regarding the flight credit under the said itinerary 73081424708450.
After a thorough review of our records, we confirmed that Ms. ****** booked a package reservation that included a hotel, car rental,and flight. While the hotel and car portions were refunded to her original form of payment, the airfare was issued as a Future Travel Credit (FTC), in accordance with the airlines policy. This credit can be used for a future flight booking; however, any fare difference at the time of rebooking will be covered by Ms. ****** if the new fare is higher.
We would also like to clarify that airline credits cannot be applied toward package reservations. To use Future Travel Credits,Ms. ****** would need to make a stand-alone flight booking.
As Travelocity acts as an intermediary, we are required to adhere to the policies of our travel partners. We are sorry that we were unable to meet Ms. ******* expectations.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any questions or concerns regarding this matter, please feel free to contact us.

Regards,
****** K
Global Traveler Resolutions Team
Initial Complaint
Date:04/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Travelocity.com cancelled my flight and then attempted to get me to pay nearly 3 times as much. They then refused to cancel and refund the rest of my party.
Business Response
Date: 04/30/2025
30th Apr 2025,

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 Mr. ***** **** (BBB case number ********) regarding itinerary number 73030525565256.

Our records indicate Mr. **** had booked a one-way flight with *******, scheduled from *** to PIT on June 30, 2025.
Upon reviewing the BBB query, it appears that Mr. **** had booked two itineraries. I contacted the airline, and they confirmed that one of the flights was canceled due to the involvement of multiple carriers. But the flight is operating. Unfortunately, since the ticket has already been refunded, we are unable to offer an alternative option under the original itinerary.

I attempted to reach Mr. **** by phone and spoke with a woman who stated that they had two identical itineraries, one of which was canceled while the other remained active. However, she expressed concern about the legitimacy of the call, referred to it as a scam, and warned that if contacted again, she would report the call to law enforcement.

In light of this, I have sent a direct email to Mr. ***** I informed him that the same flight is currently available on our website with **************, and he may rebook the itinerary for the same travelers, cabin class (Economy), and dates. Once the new booking is made, Mr. **** can share the new itinerary with us via email, and I will process a refund for the fare difference.

As the travel date is approaching and airline availability is limited, I kindly urge Mr. **** to complete the new booking as soon as possible to avoid any further complications.

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

Sincerely,
****** ****
Global Traveler Resolutions Team
Initial Complaint
Date:04/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a car rental off the Travelocity website, for Priceless car rental at the ************* on 4/16. My receipt was for a total of $49, which I had paid $22 ahead of time. I received an email for arrival to wait 10 minutes if the Priceless shuttle wasn't there. I waited 15 minutes, then called them and they said 10 minutes. When we arrived to the rental company, this was in the middle of an alley way that looked extremely unsafe. We were told that we could not use our own ez pass and it was $50 to activate theirs, along with $20 a day usage. Only option. We also could not use our own insurance and that was $150. Our total was now $350 with a $200 deposit. And my husband had to pay because his name was on the driver even though I booked it.When we were returning the vehicle, I called to let them know we were on their way and they told me "if the shuttle is here, we'll go or you have to wait" and hung up. Then the shuttle arrived and they were not permitted to drop off at departures we had to walk the entire airport again.I went to review Priceless on Yelp and other online forums and they have the scam artists reviews. They have scammed many people into insurance, a toll pass, a vehicle that they did not book. This company needs to be removed from your website immediately!I have tried to reach out to Travelocity and instead of helping me with this, your agents keep asking me the same questions repeatedly as if they to, are not paying attention. I never plan to use Priceless rental company and i can find another travel website to use if your agents also refuse to assist.
Business Response
Date: 04/26/2025
April 27, 2025,

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

RE: Expedia reference number: 11064512

Dear Better Business Bureau,

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

We understand that Ms. ****** ***** did not have a pleasant experience with her car reservation regarding the toll fee and insurance.

Our records indicate that ********* booked a car reservation with Price less car rental. The pick-up (April 16, 2025) and drop-off (April 22, 2025) was scheduled from ********************************************************************************************************

We would like to inform Ms. ***** regarding the insurance and toll charges, the house of information was described in booking terms and conditions that she accepted while creating the reservation. However, we have already processed a full refund of 22 USD on April 22, 2025, paid for said booking, in the original card used while creating the booking. It will get credited with 7 to 10 business days. For the amount of 550 USD, Ms. ***** can connect with her bank/financial institution for further assistance.

We encourage Ms. ***** to prevent such situations, she can re-visit the terms and conditions of booking before completing the payment on the check-out page.

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

Sincerely,
******** ******
Global Traveler Resolutions Team
Customer Answer
Date: 04/26/2025

Complaint: 23237087

I am rejecting this response because: first spell my name right. Second I booked this on your website therefore you are liable for the vendors you provide

Sincerely,

****** *****
Initial Complaint
Date:04/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally lodge a complaint against Travelocity. I booked a room through their website, which explicitly stated that the reservation was "Book Now, Pay Later." It was also made clear that my credit card information was required only to hold the reservation and that no charges would be made at the time of ********** my dismay, I was charged immediately upon making the reservation, contrary to the terms clearly presented on their website. When I reached out to their customer service to rectify the issue, they refused to issue a refund despite my explanation of what their website had stated. They then requested a screenshot of the booking page as evidence, an unreasonable expectation given that most users do not routinely take screenshots during the booking process.This refusal to honor their advertised policy constitutes both fraudulent behavior and false advertising. I am deeply disappointed by their dismissive handling of the situation and their failure to resolve the issue responsibly.I kindly request your assistance in addressing this matter and holding Travelocity accountable for their misleading practices. I am attaching any relevant correspondence and documentation to support my claim.Thank you for your time and assistance.
Business Response
Date: 04/21/2025
Apr 21, 2025

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

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

Dear Better Business Bureau,

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

Travelocity is responding to the consumer complaint from ******** **** (BBB case number ******** regarding hotel.

Our records indicate Ms. ******** booked two rooms at the ******************************* from May 18, 2025, to May 19, 2025. We understand ******** **** is requesting a refund.

Upon my investigation, Ms. ******** is claiming that she booked a pay later booking, but the booking was confirmed as pay now.

Based on our research, we have confirmed through our resources that Ms. ******** booked a pay now booking, not a pay later booking.For your future reference, we recommend reviewing all hotel policies carefully before finalizing the booking to avoid any unexpected costs or limitations.

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 Answer
Date: 04/21/2025

Complaint: 23228777

I am rejecting this response because: I did not book pay now. I booked pay later.

Sincerely,

******** ****
Initial Complaint
Date:04/11/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ****** M. ******-*****, and I am writing to formally file a complaint. I try to dispute a fraudulent transaction that occurred on January 21, 2025. I was notified by my bank, Navy ********************, of an unauthorized charge of $1,304.84 from Travelocity for a hotel reservation.Upon receiving the alert, I immediately contacted Travelocity to report that I had not made the reservation. Their agent created a case, assured me that the reservation would be canceled, and confirmed that I would receive a refund. I also informed the agent that I would be disputing the charge with my bank. The refund was processed within 24 hours, and I believed the issue had been resolved.However, on March 17, 2025, I noticed that the same amount had been debited from my account again. When I contacted my bank, I was informed that **********, as the merchant bank, had initiated a chargeback, claiming they had proof that I made the reservation. Even though, the transaction was canceled the same and refund request was issued but haven't received my money yet. I have called Travelocity 6 times thus far, but they keep telling to back to my bank, but my bank is telling that they can dispute it because of the merchant (Travelocity) sent them a charge back Request
Business Response
Date: 04/12/2025
April *******

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 complaint submitted by ****** M. ******-***** regarding a hotel reservation booked under itinerary number 73013884788602.

Our records show that on January 21, 2025, Gorian made a reservation at ****************************. The booking was later canceled following a chargeback initiated through the financial institution.

In this case, we recommend that Gorian contact their bank directly for further information regarding the chargeback status.

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
Yash S
Global Travelers Resolutions Team
Initial Complaint
Date:04/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I tried to book a hotel for March 22, 2025 on last minute hotels on travelocity. I noticed after I booked that dates were changed to April 21 so I canceled and explained the mistake. I chatted with representative since I could not get anyone over the phone and they said they would get back to me when a hotel person was avaiable. I relieved an email stating hotel refuses to refund a non refundable room. I called hotel and they said it was booked through expedia (not travelocity) and they couldn't refund the money. I called travelocity back and they said they would call hotel then got back and said they can't refund the money. Both say the other person get the money for the hotel room.
Business Response
Date: 04/10/2025
April 10, 2025
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 issues related to the refund of the hotel booking.

Our records indicate that the booking was created under the reference number ************** with hotel ************* & Suites by ***************************************;on 22 Mar 2025 amounting to ****** USD.

As per our findings, we would like to inform Ms. **** that the full refund of the booking for ****** USD was already processed on 26 Mar 2025 in the **** card ending XXXX-5589, for which the transaction reference number is 74793385085005877229029.

Thus, we would suggest Ms. **** to check with bank as refund has already been completed from our end with the transaction reference number provided.

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,
Sadhika
Global Traveler Resolutions Team
Initial Complaint
Date:04/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an all inclusive, fully refundable within 24 hours package from Travelocity on 3/26/2025. Within 24 hours, I canceled the trip. Travelocity is refusing to refund the full amount. This is false advertising. It was advertised that I had 24 hours to cancel for a full refund. They are failing to honor this promise. The trip was originally scheduled for June 2025. No services have been provided from them. I requested full refund. They said they would discuss and get back to me. 4/2/2025 they emailed me saying they would not honor the refund.
Business Response
Date: 04/08/2025
April 09, 2025
Better Business Bureau
Travelocity **********, **
Complaints Department

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

Dear Better Business Bureau,

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

Travelocity is responding to the consumer complaint from Mrs. ****** ***** (BBB case number ********) related to a refund of the package reservation. We are sorry that she is not able to get the refund.

Upon reviewing the complaint, we were unable to find the itinerary number related to the issue. We request Mrs. ***** to share the itinerary number. The requested information will enable us to appropriately address her concerns.

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

Sincerely,
***** *******
Global Traveler ***********************************************************
Customer Answer
Date: 04/08/2025

Complaint: 23154574

I am rejecting this response because:
Itinerary # 73065282012036

Sincerely,

****** *****
Business Response
Date: 04/18/2025
April 19, 2025
Better Business Bureau
Travelocity **********, **
Complaints Department

RE: Travelocity Case ******** / BBB case 23154574

Dear Better Business Bureau,

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

We want to thank Mrs. ***** for sharing the itinerary details with us. Upon reviewing the itinerary, we found the package reservation was cancelled within 24 hours. Upon reviewing we found the itinerary contains hotel and air fare. Both the hotel and airline has different policies in place.

According to the records, the flight reservation was cancelled within the free cancelation window. The amount of USD ******* was put on the authorization hold, therefore, it will not reflect as a refund instead it was the authorization hold that must fall back to the same form of payment within ***** hours.

However, the hotel reservation was a nonrefundable inventory. We understand Mrs. ***** claims that she was told 24 hours free cancelation, however the hotel policy, as informed during the booking and in the confirmation email that the hotel reservation is nonrefundable and cannot be refunded in case of cancellation. Moreover, we spoke to the property to seek an exception to refund the reservation, however they have decided to stick to the policies and denied the refund request. As a result, a refund isn't possible in this case.

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

Sincerely,
***** *******
Global Traveler ***********************************************************
Customer Answer
Date: 04/18/2025

Complaint: 23154574

I am rejecting this response because:

I booked an all inclusive package with Travelocity. It is their decision whether to honor their book with flexibility promise or not. They advertise 24 hour free cancellation. They choose whether to pay the hotel or not.
I am unable to take this trip and fully believed their promise that I could cancel and receive my full refund. I would not have used their services if this were not the case.
I canceled less than 9 hours later. The charge was still pending.

Sincerely,

****** *****
Initial Complaint
Date:04/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased 3 international tickets, but due to the lack of information at sign up/purchase, we did not include any of the passengers middle names. Luckily, I asked my husband to make sure to double check that our children would be seated next to him for the flight, as I refuse to allow my 10 year old and 8 year old to sit with complete strangers on a flight. We initially contacted Travelocity to ask about seating and they informed us that we would need to contact Hainan directly as tickets have been purchased already. We then contacted Hainan, they told us that they couldnt adjust the seating arrangement because our passports and the ticketed names do not match, because the middle names were not on the tickets. Hainan told us to go back to who sold us the tickets and ask them to add our middle names. So we called Travelocity back and asked them to add our middle names and they told us they cannot add our middle names but what we could do it just repurchase the 3 tickets with the correct names and contact Travelocity back to initiate a full refund us for the first purchase. And here we are after over 10+ hours of phone calls, emails and chats. Ive received 6+ broken promises of we will get back to you in 48 hours. Travelocity just tells me we cancelled the tickets but we just need a code from ****** to fully process the refund. At this point, nearing a month of dealing with broken promises and no follow through, I am formally requesting that you process the refund immediately please. Whether you can contact Hainan, isnt my issue, you sold me the tickets and told me that you would process the refund and told me to buy another set of tickets. So you instructed me to double book and I have done everything that had been requested of me. I have waited too many 48 hours ?and having waited almost a month is far beyond being patient and understanding at this point, especially since Im the one following up after each of the 48 hours expires.
Business Response
Date: 04/10/2025
April 10, 2025

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

Travelocity Case Reference - 10081212

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ***************************************************** 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 request for his flights with ****************
Our records show that on November 6, 2024, Mr. *** booked a one-way trip departing from ********, **, ************* to *******, ***** for three travelers under itinerary reference number 72959145578876.
We are sorry for the experience Mr. *** had. Upon receiving this complaint, we reached out to *************** to request a waiver, which was successfully secured. We have processed a full refund of ******** USD to the original payment method ***************** card ending in 1002). This refund includes ****** USD for one adult ticket and $630.80 USD for a child ticket. Additionally, the refund for the Flight Protection Plan in the amount of ****** USD has also been processed to the same card. Please note that the refund may take ******************************* his account.
As a gesture of goodwill, we have issued a 100 USD Travelocity coupon to Mr. **** The details can be found at the following link:****************************************************************************************
Furthermore, we appreciate the opportunity to address this matter. The issue has been escalated to the relevant teams to ensure that necessary measures are taken to prevent similar situations in the future.
Sincerely,
******* *****
Global Traveler Resolutions Team

Customer Answer
Date: 04/10/2025

Complaint: 23150398
Thank you for your response. Just to clarify, the totality of the refund we are asking for is $2259.01. The amount promised by Travelocity from the beginning.
3 travelers
$1,300.00
Taxes & fees
$722.40
Flight Protection
$236.61
Hainan contacted me regarding this situation yesterday as they confirmed they had received my request for the refund. I had emailed their president and contacted them via chat asking for help with the refund. Due to previous promises that were not fulfilled by Travelocity, I would like to wait till the refunds are fully processed to accept this resolution. Once the refunds are fully processed, I would like to accept this resolution please.

Sincerely,

****** ***
Initial Complaint
Date:03/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
3-23-25. I call the travel agent. The price of the flight was ******. Because they couldnt do their job. They stated that they couldnt find the flight or my credit in their system. After speaking with 3 agents They flight went up and they refuse to compensate.
Business Response
Date: 04/02/2025
April 02, 2025

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

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

Dear Better Business Bureau,

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

Travelocity is responding to the consumer complaint from Ms. ******** ****** (BBB case number ********) regarding her flight query. Our records indicate that Ms. ****** had JetBlue flight credits of $323.30 valid until 27th Jul25. She contacted our frontline team to redeem he credits but did not agree to the rebooking cost due to the time it took to validate the fare. We understand that she is requesting compensation for the fare difference in fare due to the change in fare.

Upon receiving the query, we investigated the details and tried to assist Ms. ****** to rebook the flight as per the available fare but did not get any response from her over email. We would like to inform her that the fares are dynamic and can change anytime due to its global availability making it come first and get first service. Regrettably, a compensation is not viable in this case. We request Ms. ****** to contact us to redeem the credit timely to avoid any further fare difference.

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

Regards,
******* ****
Global Traveler Resolutions Team
Initial Complaint
Date:03/24/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased round trip tickets for my wife and myself from ******, ** (***) to *********, ******* (KEF) via ************** from Travelocity on January 31, 2025. These were charged to my MasterCard on that date. These flights will occur July 8 July 18, 2025.I had originally found prices on ****** website, but decided to purchase through Travelocity instead of directly with Delta, because of other arrangements being made with Travelocity. I didnt check the price Travelocity showed for Taxes and Fees, just clicked when I confirmed the correct flights were being booked with Travelocity. Since Delta is the party actually paying Taxes and Fees, not Travelocity, I trusted Travelocity to use Deltas figures. ***** later confirmed to me by phone that they do in fact provide this figure to Travelocity: $124.91 per ticket. When I found what Travelocity had charged for these tickets, I was astonished. Their charge for Taxes and Fees was $$665.21 per ticket! This is obviously far too high for Taxes and Fees. I contacted Travelocitys **************** several times to get this corrected, but they said they could not fix it.I wrote a letter to Ms. ***** *****, Travelocity General Manager, on February 17, asking her to correct the obvious problem. I still have not received any response. On March 11, I again wrote to her and also to Mr. ***** ******, Chairman and Senior Executive of Expedia, Travelocitys parent. As of today 24 March, I have had no response from either of these people, of from other Travelocity personel.I want the overcharge to be immediately refunded to my credit card.
Business Response
Date: 04/01/2025
April 01, 2025

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

RE: Travelocity Case # ******** //BBB Case # ********

Dear Better Business Bureau,

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

Travelocity is responding to the consumer complaint from ****** ******* (BBB case number ********) regarding a flight booking. We understand Mr. ******* is requesting a refund of taxes charged for the flight booked.

Our records indicate that Mr. ******* booked a flight from ****** to ********* and return with departure on July 08, 2025 and return on July 18, 2025 with ************** under the itinerary number **************. We understand Mr. ******* is requesting a refund of taxes charged for the flight booked.

Upon further research, we wanted to inform Mr. ******* that the booking has been confirmed with ************** and the payment has been initiated and confirmed by the airlines itself. We as a travel intermediary do not have any access to modify or change the taxes included in the fare and is updated directly by the airlines.

As a result,we are unable to issue any refunds on this booking. We understand that this resolution may not align with your expectations. However,as a travel facilitator for this booking, Expedia is bound by the policies established by our travel partners and is unable to override them.

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 Answer
Date: 04/02/2025

Complaint: 23106786

I am rejecting this response because it simply attempts to confuse the issue, It does NOT reply to my complaint. I did not complain about paying Fees and Taxes. I complained about their massive overcharge for Fees and Taxes. They charged me $665.21/person as shown on an attachment, while actual Fees and Transportation were $124.91/person. Delta obviously overcharged me $540.30/person or $1,080.60 in total. These figures are from the date I booked the tickets and, for these flights, are still almost identical as shown on an attachment.
I demant Travelocity refund this obvious overcharge.
Sincerely,

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

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