Incredibly bad outsourced customer service
Written: Jul 16 '07
| Ease of Ordering: |
 |
|
| Customer Service: |
 |
|
| Selection: |
|
|
| On-Time Delivery: |
|
|
|
| Full Review |
If you book a domestic flight and everything goes smooth, Travelocity is just fine. The minute you run into an issue and have to call travelocity customer service, start praying and take a day or two off.
My wife and I were looking forward to our 7-day vacation in Spain. I booked the round-trip flight through travelocity because they were cheaper by huge margin. You would think that the internation flight would cause most issues, but our first flight to JFK got cancelled (delta flight - we spent 3 hours at the counter with delta agents who were dumbest people i have ever met. I had to suggest different things for them to try) and so we missed our flight from JFK to Madrid. My 2 days in hell had just begun. I spent about 6 to 7 hours calling back and forth between delta, iberia (our international carrier) and travelocity. all of them were happy to pass the buck to the other airlines. Finally I realized that the airlines will do nothing for me. So I spent hours and hours with travelocity on the phone.
3 times they said, it would take a while to figure this out and that they would call me back in an hour. No one called back.
Twice, i was put on hold and then got disconnected. I had spent so much time patiently explaining my situation to every new agent i get only to get disconnected.
We had already lost a day and the really expensive vacation was under serious threat. I spoke to 5 or 6 different agents at travelocity and every one of them (indians with names like Michelle, Jane, Mike etc. I am from India and this is so embarrasing)
Finally, somehow it struck me to ask for a supervisor. The supervisor put me on the dreaded hold, but came back after 30 minutes with a new reservation. We lost 2 days out of our vacation but finally made it. Ended up paying for the hotel for 2 nights we didn't even stay for.
And guess what, I am a "VIP member" and had called a "special" VIP customer service number.
Travelocity, by outsourcing their customer service has probably cut costs but they have outsourced it to a company that has a bunch of incompetent (understatement of the century) people working for them.
To look forward to a much needed vacation that started off this so much stress and losing 2 days is just very painful.
Recommended:
No
What product did you purchase or try to purchase? Flight tickets
|
|
|
|
Epinions.com ID:
virkul
|
|
Reviews written: 1
Trusted by: 0 members
|
|
|
- Add to My Yahoo!: 
- Add to Google Homepage: 
© 1999-2009 Shopping.com, Inc.