Rude, Callous, Indifferent Customer Service People
Written: Sep 13 '07
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| Full Review |
The Web Site
The Travelocity.com web site put together a reasonably priced vacation package including flights, hotel, and car rental. In this respect, their web site does a fairly good job. Their price was among the best, though not the lowest, when compared to package prices quoted by Orbitz, Expedia and a local travel agent.
What Travelocity Promised
The critical requirement for this holiday was that the hotel room have two beds. I was vacationing with a social acquaintance and neither of us wished to sleep in the same bed. Travelocity confirmed in writing that our hotel reservation was indeed for a hotel room with two double or queen beds. We booked the trip months in advance to ensure that this and other travel needs were met.
What Travelocity Actually Delivered
Upon arriving at the hotel, we were informed that they were not informed by Travelocity of the requirement for separate beds, and that they could not provide such a room. The clerk showed me the request they received from Travelocity ... it did not in fact specify a room with two beds. Even worse, the hotel could not even provide us with two separate rooms as a stopgap solution because they were sold out except for the last room with one bed. Therefore, for the first night my travel companion stayed at another hotel over 20 miles away. Neither of us is wealthy, so the extra $100 room charge for a separate hotel room took a big chunk out of our limited vacation budget.
The next day I was able to work with the hotel day manager to get us moved into a suitable room. This took until 4pm, and pretty much killed the first day of my vacation.
Travelocity Service
I called Travocity on the first evening and explained the error in the booking, asking that Travelocity correct the problem with their partner hotel. I was told that to work it out myself with the hotel. I should mention that all the Travelocity representatives that I spoke with are among the rudest, most callous and indifferent individuals I have ever dealt with. I was not unpleasant ... I simply explained the problem and asked the Travelocity representative to intervene with the hotel and correct the error. I was told to work it out for myself.
My dialog with Travelocity continued the next day and even after our holiday ended. I felt that since it was their error that ended up costing us $100 extra (not to mention a lost day of vacation), it would be appropriate for them to compensate us for the $100 that their mistake caused. As you can probably surmise, Travelocity does not assume ownership of its errors. Basically their attitude is, once we have your money, we're done with you.
Travelocity's Solution
Although never disputing the fact they made an error, Travelocity refused to accept responsibility for the error. They offered us a discount coupon "good for future Travelocity bookings". Of course we saw this as having no value; I mean, once your long-delayed, long-saved-for, well-deserved vacation has been set off to a ruinous start by a disreputable company, would you ever use them again?
When I received the coupon offer, I responded again that an appropriate solution was to reimburse us for the extra hotel room that we were forced to purchase. I received a very rude, very curt reply saying that the discount coupon on future travel was all that was about to be offered and I could take it or leave it.
Recommended:
No
What product did you purchase or try to purchase? Vacation Package
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About the Author
Reviews written: 7
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