Travelocity - Ticket NOT booked, charged 6 times (tried 3 times and 2 entries per try)

Hi, I would like to take attention of everyone who read this post. There is some sort of nexus going on with this company in association with Financial institutions and Airlines. I tried to book a flight from Newark to New Delhi for a particular date. After inputting all information and card details, when I submitted the ticket reservation, to my surprise, received a message on webpage as "Due to Technical glitch you may not be able to book ticket now. Please try later". I called the customer care and the guy guided me on booking ticket. Tried again and same issue. Third time the customer care guy tried to book ticket and asked me to pay extra $30 for service. I declined as the problem is with website and not me, and I tried myself twice. After an escalation, he agreed to book for free. He was also unsuccessful in booking to ticket for me. I checked my credit card statement just to make sure I am not charged. To my surprise, I was charged 6 times (2 records for each try). 3 entries for TRAVELOCITY.COM and 3 entries for VIRGIN ATLANTIC. Same time I made a call to Travelocity Customer care and I was assured that charges will be dropped within 24-48 hrs and I left the call then and there. Later after 3 days when charges were not removed, I started making calls to MOST PATHETIC call center of this company wherein the executive had no sense of talking to a person and rudely responding to my queries. Also, asking me full card information (including expiry date and secret code on back of card). I declined to provide secret code and asked him to take his supervisor on call and I was advised that the supervisor is busy and he will give call back on my number. Never received any call though..as expected. Later I initiated the same from my bank ie. BANK OF AMERICA. They declined to remove this as it's something Travelocity and Virgin Atlantic need to remove. After having 4 calls, finally was able to catch hold of both customer care on one call and after 120 hrs the charges for Travelocity.com were removed from statement. Interestingly charges for flight company Virgin Atlantic were not removed and Bank mentioned to me to ask Virgin Atlantic. Same was the case with Travelocity customer care as well. Called up Virgin atlantic customer care and came to know all such charges are handled by Travelocity.com as this is something you booked from their website and not VA website. Makes sense - but point is why to put charges twice for one transaction initiated by me? VA peopled didn't had any answer to it. Now I am totally pissed off with this and amount still pending in my statement. It's the temporary authorized entries which may not convert to posting and soaking up my credit limit, at the time when I have to use the card again to book another ticket. Please suggest any way to go forward. Any chances to put a law suit against Travelocity.com? Also, shall I include Virgin Atlantic in this or not?
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ID
#359263 Review #359263 is a subjective opinion of poster.
Service
Travelocity Customer Care
Loss
$3555
I called Travelocity to reschedule a trip that we had to cancel for medical reasons (a process which went incredibly easily and smoothly). The customer service person I spoke to had such a poor grasp of English that he incorrectly said every number in the process,...
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5 comments
Anonymous
#513309

Rtss

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ID
#327397 Review #327397 is a subjective opinion of poster.
Service
Travelocity Customer Care

Travelocity is the worst!

Buyer beware, be very aware of everything you do before you pay them a penny! We have spent thousands of dollars on our trip with Travelocity and there was one mistake that we figured they would fix for us. We specifically requested round trip flights from one airport to another, received one of our confirmations and realized that it was not RT, it took us back to the same city but another airport. We are flying out of this airport back home so being at the right location was very important. We have spent many, many hours speaking to all kinds of people and they will only cancel the original tickets and reorder new tickets but the cost is 150% of the original ticket price. They have the worst customer service and I am a manager for a customer service department in California. It is appalling! This was their mistake, their system booked the wrong trip but they refuse to take any responsibility. I will never do business with them again and to be honest we travel a lot so this is their loss!
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3 comments
Anonymous
#705829

If I Wanted To Talk To An Indian Or Paki Person, I Would Move To India Or Pakistan From Canada! :(

Anonymous
#505904

My rec is to call back and ask for an american agent. They will look into your res and the original etr (ticket) review the call and if it was an agent error,they will split pay to fix it.

As for not doing what the customer request in urgency is not true. The agents and the company have to obey by rules that are set in place by the airlines and by hotel. Yes you paid alot for,a vacation package sir but the vp are more restrictive.

All the rules are listed in the policies which consumers fail to read before they hit continue but with this rt flight id call back ask for an american agent. For possible agent error.

EccoLa
#501429

Yes, you nailed it. Even after making a mistake (which can happen; we're all human) Travelocity amplifies the problem exponentially with their hideously cavalier and incompetent "customer service." As a professional in customer service, you know that most customers will go away satisfied if you show a good faith effort to fix the original problem.

My experience with Travelocity is like yours: they showed BAD faith (no sense of urgency and no concern to fix the problem at all).

And whatever solution one does reach with them requires hours of waiting on hold, interacting with disinterested and unhelpful agents, and getting repeatedly disconnected "by accident". Just like they "accidentally" screw up reservations to begin with?....

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ID
#322662 Review #322662 is a subjective opinion of poster.
Service
Travelocity Customer Care

Travelocity BAD choice.

Travelocity mixed up our entire vacation. Booked a family trip and they double booked us w/ our names 4 times therefore my sister & her husband stayed behind because they couldn't change names on ticket come on common sense how can we use 4 seats under same names. Even airlines said same thing then you try and fix it and you speak to people you can't understand & I'm not racist in any way. Then they refuse to give you a refund it's a long story of complaints my advice to you is not to use them doesn't matter if they cheaper in the long run it's better to pay the extra and save the heartache. We have always used orbits n thought we would try travelocity but never ever ever again will we use them. The worst part never an apology after speaking to a supervisor I asked him could we at least get an apology . Bad customer service Beware
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1 comment
Anonymous
#477585

Travelocity can't even handle carrier changes affecting connections. When its carrier changed a flight connection, Travelocity twice told me they were going to call me back within 48-72 hours.

They never called or sent and e-mail. Use EXPEDIA or go directly to the airline.

ID
#310550 Review #310550 is a subjective opinion of poster.
Service
Travelocity Customer Care
Loss
$2
I have been a Travelocity customer for over 10 years. I made a flight reservation via phone on 3/2/12 as I was using a credit from an earlier cancelled flight. When I received the confirmation email, the return flight was wrong. I called them today to get it fixed...
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Anonymous
#450249

The same thing happened to me except the date of departure was all wrong. I make the booking with a customer service representative.

A *** of a time tryin to get to customer support. Finally did and they said they would check the tape recordings used for accuracy etc. Did not call me back as agreed. I had to call them only to be told the 'documentation' by the agent claims I made the mistake, not them.

They will not provide any proof and expect me to accept I was in the wrong, not them.

Stay away!!

ID
#302350 Review #302350 is a subjective opinion of poster.
Service
Travelocity Customer Care
In January 2012 I was provided the "wrong" information by a Travelocity's customer service agent when changing the dates on my flight travels . The agent told me that there would be a host of fees to change the date, but she informed me that if I was to cancel the...
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3 comments
Anonymous
#718086

Just found out the hard way - very pleasant customer service reps but obviously they work off of different fares than I was getting up on computer. Their quotes were at least 200 more than airfares I could see on my computer site.

Would have cost me more for the rebooking even after credit applied than if I booked whole new flights! So pretty much lost money.

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ID
#301368 Review #301368 is a subjective opinion of poster.
Service
Travelocity Customer Care

Travelocity's Customer Service SUCKS! Let's go Gnome hunting!!

Travelocity customer service SUCKS! United changed my flight to something that didnt work for us. I called to get it fixed and after an hour hold time was told to give a call back number and someone would return my call in 72 hours. That call never. 5 days later i call back and tried again. again, after an hour on hold i was told i would get a call back within 72 hours. NO CALL BACK AGAIN. 5 days later I call back and try again. This time I first spoke to "Mike" (using American names is just silly) i sat on hold for 30 min befor i was disconnected. Next I spoke with "John" (silly I say) John gave me the 72 hour call back answer to which I responded that there was no way in *** I get off the line until my flights were fixed. He put me on hold for 2 hours. an hour into that call I called back (while holding the line) using my cell phone and spoke to "Shawn" (really? Shawn?) i demanded "Shawn" put me through to his supervisor (still on hold with "John") "Shawn" put is supervisor "Regan" (ok that one just made me laugh) an hour and half later my flights get fixed but instead of telling me that i get hung up on. This ruined an evening with my family and wasted hours of my valuable time. No one even asked if there was anything they could to make up for this terrible inconvenience. And to top it all off this is the only way to lodge a complaint. I would like to be compensated for such horrible treatment. Upgrades? Credits? Discounts? SOMETHING! ACT LIKE YOU CARE ABOUT CUSTOMERS!! BTW I understand saving some money by using over seas call centers but please... stop insulting us with the fake American names. If your name is Rajesh dont try to tell me your name is RANDY! -Mark (Or should I say Manjul)
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ID
#298865 Review #298865 is a subjective opinion of poster.
Service
Travelocity Customer Care

RIPPED OFF AT TRAVELOCITY

Who is responisble for my INSANITY??? WILLIAM SHATNER AND TRAVELOCITY!!!!!! I have a real experience for your next TV Ad... It is Traveolocity going banrupt...because they have made all their customers mad.... If someone chooses TRAVELOCITY instead the airline, priceline or KAYAK... Exceed their expectations and they will ALWAYS come back It should be as EZ as 123, take our money and complete the transaction Let us look forward to our upcomming travels and a little relax'n Not keep us frustrated and on hold for hours As our feelings of TRAVELOCITY increasingly sours Taking over 6 hours to plan a vacation not one, twice , three times or four Until my wife and I are banging our heads on the floor Has ANYONE at travelocity been on hold with your obnoxious music and inproper music loops There is no way in haiti the COO knows this happening.... it is a series of OOPS This is LACK of execution from one COO to another And I can guarentee you my company and 25000 employees will never again bother With a company that promises the sky and fails to deliver the unltimate sensation On every level of execution you have ruined my families vacation The good news is the INTERNET and SOCIAL MEDIA is our ULTIMATE VOICE AND FOR THE LOVE OF GOD...NEVER USING TRAVELOCITY IS DEFFINATELY OUR CHOICE And IF I have my way until my DYING DAY I will be telling the story and will share what we are Feelin A Nightmare to share over the WEB with a few hundred MILLION Yes, at 2 hour and 7 minutes my anger has went from hot to cold I am in pure disbelief that I am still on hold WHY WHY WHY is it so hard to figure out... We have had 3 more choices, and they come back to say they are out Why give us the option just to come back and say not available...as I moan Am I on Candid camera or in the twilight Zone :(((((((( A sucessfull completion with 17 total hours flying time, 1 red eye and 3 stops.... our air travel has hit an ALL TIME LOW And to top all that off...none of our family is even on the same row I am not joking..this entire storey is TRUE... Travelocity...I have only 3 words left... SHAME ON YOU!!!!!!
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4 comments
Anonymous
#455183

I too had a big problem with Bestfares, Travelocity.

My Notes to Travelocity:

I am connecting with you to get my money reimbursed in the amount of $1202.80.

I personally found & booked on-line round trip tickets with jetblue to go from Oakland CA to Washington DC/Dulles

My wife had another emergency spinal surgery and we could not make this flight.

My original request was to change the dates for another time.

My first point of contact was to connect with jetblue directly.

Jetblue informed me they could not help me because the tickets were purchased from a third party vender.

I then followed up with calls into Bestfares, when I was ask questions to identify myself.

I was told they could not verify that I was not giving the correct information....over and over.

The questions were what is your emails address? (the same email you are reading this complaint)

I was told my email was not correct. (over and over)

The other question is what is your credit card number?

I was told repeatedly, the credit card numbers I offered were not correct. (I only have two credit cards and gave both cards numbers)

I sent emails below to the return emails below to cancel my flight.

I felt I used all my options were not being guiven proper customer service or responded to properly.

I contact American Express to explain what I had done to stop payment.

I was cocerned of being conned by an internet site.

Now, I am being charged again....

It is a matter of principle: This is wrong to expect anyone to pay for a flight NOT used when the attempts and efforts were made to ask for a date change.

I seriously doubt the jetblue had an empty seat on this flight during the Christmas Holidays.

It is my opinion: Your Representative refused to work with me, she kept telling me I did not have the correct information over and over.

REPLAY THE TAPES FROM MY CALL.

These are difficult economic times and I do not have money to waste.

Forwarding address for the check:

Greg

Anonymous
#434059

You arent THAT mad if you took the time to make it rhyme.

Anonymous
#433587

The first reason to increase the price is change in flights....no I had paid on credit card as the threat of a rise in price was on the screen constantly while filling in my information....then my

Last year dealt with another company that didn't name was too long for the ticket ( as on my passport it is long ) WHAT??!?

Anonymous
#429334

Willaim Shatner was spokesperson for priceline you ***-you are mad at the traveling gnome!

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ID
#296870 Review #296870 is a subjective opinion of poster.
Service
Travelocity Customer Care

Travelocity - Travlelocity messed up my flight

Booked flight from Reno to Seattle with Travelocity; The flight info was never available. "flight info is unavailable" Spent an hour and a half trying to get a refund on the phone, Calls were dropped three times. Agents are in India (I'm guessing). I called US air and they couldn't pull up records that matched what an agent told me from Travelocity. Unbelievably poor customer service. I honestly think they booked a flight that didn't exist, then made the record of my transaction unavailable. It created a mess in my business travel, extra days spent, missed appointments.
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ID
#296245 Review #296245 is a subjective opinion of poster.
Service
Travelocity Customer Care

Travelocity - Customer Service Cannot speak CLEAR english

After talking with numberous representatives to get a flight ticket changed to an earlier date, I can assure you that ALL REPRESENTATIVES have a heavy accent that is NOT easlily understood! If I didn't need to change the ticket I WOULD HAVE GIVEN UP!!!! I will not use them again!!!!! They have reps tell you the same thing over and over then transfer you to another department so that you can explain your story over again. Then they tell you the exact same thing the previous rep already told you. Apparently they are in no hurry at all either. It takes forever to get anything done!!!!
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ID
#295656 Review #295656 is a subjective opinion of poster.
Service
Travelocity Customer Care
Loss
$268