Every one makes mistakes but...
Written: Sep 29 '02
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The Bottom Line
Travelocity is worth it for it's fares, but be prepared for them to come at a cost of less than satisfactory customer service.
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When there was clearly error on the part of the Travelocity agent who sent my tickets to the wrong address, I was still responsible for paying to have FedEx reroute my package. It's not the $10 fee that upset me, it was the point that Travelocity customer service would not acknowledge that there had been a mistake and made no effort to correct the error.
This is what happened:
I placed a 24 hr hold on my companion and my trip itinerary - on the website.
I called customer service to book the tickets so that my credit card information was not on the site.
I waited at least 15 minutes on hold each time I called Travelocity.
When the agent came on she took my billing and shipping and payment info then processed the billing shipping and payment on my boyfriend's ticket.
I confirmed with her on the delivery addresses, confirmation codes and we ran down the itinerary.
Several hours later I received an email saying that my tickets were being FedExed to my home address, instead of to my office. I feared that if I didn't re-route the package that the tickets would be returned to Travelocity.
My package was not re-routable until after 11pm. One customer service agent told me to hang up and call FedEx myself. Upon doing so the FedEx agent said that the Travelocity agent should have known better, since only the Shipper can authorize to reroute a package, thus requiring me to call Travelocity back and endure yet another 20 minutes on hold. In order to avoid the $10 fee I would have had to pick up my tickets at a location at least an hour train ride away from where I live and work, so I finally decided to pay the fee in order to be less inconvenienced. When the whole process was over I had spent at least 40 minutes on hold between 11:00pm and 12:44am before my tickets were finally sent to the correct address.
I found the customer service agents at Travelocity unhelpful at best. I won't buy tickets from Travelocity in the future unless I feel like dealing with this kind of disregard for customer satisfaction.
Recommended:
No
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Epinions.com ID:
brooklynred
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Reviews written: 1
Trusted by: 0 members
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