i am learning to be a responsible consumer. as much as i would like to drive by 3150 Sabre Drive in Southlake, Texas and toss a rock through their window, i’ve decided to use my big girl words instead.
i’m sad and genuinely disappointed. i was mad before but then i just got sad. how can the universe operate like this? how can the Mikes and Bobs and Marks and Keiths (i have you in writing, Keith!) and Lucys and Friedas of 1-888 Customer Service Heaven feel okay about telling me i’m getting a refund and then just let my case fall in the ditch with all of the other unsatisfactory Travelocity experiences?
I have filed complaints with the Better Business Bureau (hoping they can get a message to Travelocity’s bigwigs while i sit on hold for an hour twiddling my thumbs to their lame phone music) and ConsumerAffairs.com (just to add my story to their Travelocity files) and Canada’s Office of Consumer Affairs (which probably won’t do much since it’s an American company).
get your tissue ready. here’s my sob story…
In July 2008, I booked a trip for my parents to come visit me on the beautiful island of Nevis (next to St. Kitts) in the Caribbean. I am a medical student and wanted them to watch me accept my diploma in April 2009. Since my parents don’t travel much, I was nervous about all of the connections Travelocity recommended, but there wasn’t much choice unless I wanted to spend more than twice the amount. In the end, I booked their tickets from Regina, Canada to Newcastle, Nevis for over $4000US from April 7-15th, 2009.
Over the next 6 months, we received weekly (if not daily) flight changes and schedule re-arrangements. Every time something came up, I would faithfully log into my Travelocity account and make sure all of the connections still connected and that my parents would still get there in one piece. It was a hassle, but it was mostly fine until January.
In January 2009, one of the airlines canceled their services to Nevis and our Travelocity itinerary now ended in St. Maarten instead. Well, we didn’t book a trip to St. Maarten and when we were told there were no other flight options available, I opted to cancel the trip entirely. Travelocity assured me that it would be no problem and they would contact the airlines and get the refund processed within 1-2 billing cycles.
I’m sure you can see where this is going. The trip was canceled in February 2009. March 5/09, we received an email from “Keith” at Travelocity Customer Support verifying our refund was being processed. When no money arrived 2 months later, I hopped back on the phone and have spoken to Lucy (May 7th) Frieda (June 2nd), and Chris (June 29th) in various parts of the world. I waited about a month between calls because each time I was told my refund had been approved by the airline and was being processed within another 10-12 business days.
Having lost all trust in the capacity of the Travelocity Customer Service, I turned to my VISA company for help. They are claiming they can’t do anything because “it has been more than 3 months” — whatever that means.
I would like to file a fraudulent claim against Travelocity as they sold a product they never delivered and promised a refund that never materialized.
next stop, Hugh Jones’ front step. maybe we could swap photos of Zimbabwe and Victoria Falls.
I cringed just reading that! I think I’d be on my way to Texas… you’re a better person than me, especially considering this is $4000 that you’re out!!
You could try writing to the travel problem solver from cnn.com/travel
http://www.cnn.com/2009/TRAVEL/06/10/online.travel.agent/index.html that’s the link to his latest article. I’ve been reading his “column” for a long time and he’s never, ever NOT been able to help someone. And since you already have such a nice email written up it probably can’t hurt to send it to him.
Good luck, and I really hope you get your money back.
Oh, Jen…I can’t believe that you’re *still* dealing with this ridonkulousness!
Travelocity FTL!!!
You have much, much, much more patience than I…I seriouly would have gone apeshit on the phone my now. *hugs*
What bad news. Try raising the stakes by posting on http://consumerist.com/
You may get some tips or insight on how to deal with this nightmare.
Good luck.
Nice Customer Bill of Rights: http://svc.travelocity.com/about/main/0,,TRAVELOCITY:EN|ABOUT,00.html
Feeling ’sad’ sounds like you’re at the acceptance stage – yikes! This is criminal! Travelocity is criminal, fraudulent, scamming, stealing, lying, time-wasting, thieving (you might get my point by now!)
How about contacting their PR department to let them know you are about to release detailed complaints to all the consumerist media you can possibly reach, publicizing that Travelocity is happy to scam students traveling abroad to study, stealing large amounts of money from them without remorse.
In my experience customer service phone lines are a sham these days. I’m sure all those names you have are not real people, and that their prescribed job is to tell you what you want to hear and get you off the line. I’m sure you have wasted more money on calls – money that Travelocity continues to swindle out of you.
Travelocity is scamming, they should own up to their fraud and be made to pay. And Hugh Jones should take his next vacation sightseeing Niagra Falls from the inside of a barrel.
A bait and switch story:
http://www.my3cents.com/showReview.cgi?id=57285
Sorry for multiple comments but the blood boils!
Travelocity says they follow “Consumer WebWatch” (Consumer Reports) standards – file an internet fraud complaint at Consumer WebWatch: http://www.consumerwebwatch.org/for-consumers.cfm
complaintsboard.com: http://www.complaintsboard.com/complaints/travelocity-c78.html
This is the consumer rights fighter for the Guardian: http://www.guardian.co.uk/money/series/capitalletters
I have heard that Twittering a company can really help in the complaint department…They hate having bad things said about them on Twitter…there is also this email
joel.frey@travelocitycom
Well I won’t book on travelocity anymore. Sorry to hear what happened to you.
Boourns! I hope you get some resolution soon without much more stress. Coincidentally, I just saw on the news that Expedia.ca is being threatened by a class-action lawsuit – you are not alone!
NOW SOON TO BE DAUGHTER-IN-LAW why haven’t I heard of this in more detail? I am just an old traveler but a few extra bucks to a good travel agent next time. When you get here we will get ahold of the family att. my niece and start filing a law suit. A few well placed ads in the texas newspapers and a trip in the old truck to Texas and a shot of German temper, we will get the ball rolling! This internet sets everyone up for good thrumming. The thieves of this world enjoy the improbable chance of ever seeing the victim. The old smoke and mirrors we will see about that Dad
I am with my dad on this one. It is very important to take action. I think you have made a lot of the right moves to this point but a good letter from an attorney and help in matters never hurt. Plus we will be in Oklahoma City so I can always go for an adventure. It will all work out for the best I am sure, especially with your polite mentality. I am with others in the fact that I would have lost my mind on them by now! Guess that is why we are meant for each other so that you can take cases such as this.
I say grab ‘em by the balls – literally & figuratively – and twist until they cry uncle. Girl, if there’s anyone who can knock some heads together and get results, it’s you.
What is the current status of this situation?
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