Travelocity.com: a thousand calls to hell...
Written: Jun 24 '01 (Updated Feb 03 '02)
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The Bottom Line
The customer service is so horrible that it makes it very dangerous to buy anything because your VISA (and perhaps AMEX too) will not protect you...
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Update: I have called my credit card company (Visa by First USA) to dispute the charge. They told me that because Travelocity.com forwarded my billing info to United and there is a third party, they cannot do anything. I guess Travelocity knew this from the beginning. Travelocity's billing procedure in fact makes them completely above the law... And think twice about Visa's "zero liability" claim. The people at VISA themselves told me that AMEX would possibly be better in that respect because they do their own banking.
As a last resort, my tickets are partially refundable...
See the origin of the story below:
I ordered tickets in March. There was an airline schedule change after I bought them, but before Travelocity.com emitted the tickets.
As a result of this, I got the correct confirmation e-mail and a correct printout of my reservation information but I received tickets with another flight schedule by the mail.
At first, Travelocity.com was in complete denial. After I mailed them the confirmation e-mail and the printout, they started to believe me. I have already spent dozens of hours listening to elevator music while they put me on hold. After three months and a refund request sent by them to United (denied of course, because Travelocity.com is in fact responsible for the mistake), we are still nowhere.
The agents are not authorized to do anything about it and they officially cannot let you speak with the people in charge. When you get around this and finally talk to someone at consumer relations, you realize that they too are not authorized to do anything unless they speak to their manager who, quite conveniently, is working part-time (not in the office after 2pm) :).
This service is simply ridiculous! I wonder why Yahoo has chosen them as its provider, I guess its the absence of choice (Yahoo won't contract with Microsoft), although this might change with the arrival of www.Orbitz.com
If you book your travel with Travelocity.com and something goes wrong, be prepared! You'll be on your own because there is nobody out there except a big loop of bad elevator music and a couple of powerless B.S. associates. (I still feel sorry for them because with the number of outraged customers they get, those guys, together with telemarketing people, must have the one of the worst job in the industry)
Recommended:
No
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About the Author
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