The worst, most frustrating customer service experience ever!
Mar 16, 2012
Ease of Ordering:
This trip we booked with Travelocity was the worst experience we have ever had with a company. We had to postpone our trip shortly after our original booking, and were assured after we paid our extra fees for new airline tickets that all was in order for our trip in approximately 6 months. The person (in another country) who re booked our trip did it incorrectly (as we would find out months later) and we started calling our hotel in Mexico to verify that we had reservations and we did not. This was about 2 months before our trip was to begin. This started our weekly phone calls to the company so that they could fix our reservations and we were assured over and over that it would be done and that they would CALL US BACK! Not once did any of these employees call us back or fix the reservations. I started to make note of the names of the employees, and supervisors I was supposedly speaking to and stopped counting at 12 calls and 4 emails (Too total time spent on the phone AT LEAST 15 hours of time!!!). Finally we figured out to ask to speak to an operator in America and this seemed somewhat helpful, yet still no one would call back and actually fix our reservation and you can not call back to talk to the same person EVER! Finally about 2 weeks before our flights were to take off, a supervisor named Robert Rodriguez FINALLY followed up and called us back. Said they still would not be able to update our itinerary to show our prepaid reservation at the hotel, but he would call the hotel personally and pay for our hotel portion (With the company credit card) and that he would email us that conformation so we would have it for our trip. Well, he did get the hotel portion paid, BUT once again never gave us any proof for us to travel with and to be honest we gave up. Made yet another international call to Mexico and confirmed our reservation ourselves. Bottom line the customer service was appalling! Only one out of at least 12 people even followed through. Most I have no doubt had no idea how to fix our issue and therefore wouldn't follow through. You can not speak with the same person twice unless they choose to call you back. This experience was completely maddening and we will NEVER EVER EVER use this company again. Perhaps if they had tried at ALL to make things right or compensate us for all the trouble they caused to our trip we might have reconsidered. They truly have the worst customer service policies I've ever experienced.
What product did you purchase or try to purchase? Vacation Package