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Trouble with Travelocity
Posted June 3, 2004
I was very disappointed by my recent experience booking flights on
Travelocity. In December I booked tickets to Orlando from Detroit on Spirit
Airlines for myself and my family to visit my wife's parents.
As I booked the flights, the usual warnings came up that my credit card
would be charged and the tickets were nonrefundable once purchased. The
price was good (but not outstanding), and I was ready to buy. So I purchased
the tickets. A little while later, I received a confirmation e-mail,
thanking me for using Travelocity.
However, 12 hours later I received a call from Travelocity saying it could
not honor my purchase. The representative informed me the company had
cancelled my trip. I was surprised by the call, so I e-mailed the site's
member-services department and suggested it honor my confirmed reservation.
After all, if I had wanted to get out of the nonrefundable transaction,
Travelocity would not have let me.
Travelocity replied and claimed the fare had changed in between system
updates, and that it was not the company's responsibility to honor the
original price. I wrote back suggesting it reconsider, and the
member-services department replied they were forwarding my concern to the
consumer-relations department. I never heard back.
I booked new reservations for my wife and kids, but my schedule is different
than theirs, and there were no decent fares for my itinerary once I
rebooked. I decided to just stay home and watch over our dog.
To top it off, Travelocity sent me a "bon voyage" e-mail just before I would
have left for my now-cancelled trip. It's too late for me to take that
vacation with my family now. But Travelocity's customer service was so
infuriating that I felt obligated to pass on my experience.
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