Travelocity.com
Request for trip itinary and payment receipt

I purchased 2 airline tickets for my dad and my sister. I also purchased the protection for both of them. I asked the agent very specific questions about the protection plan at the time of booking. I told her exactly that my sister was sick and she might not make the trip. He told me that I would get my money back for both of them if my sister cannot travel due to illness.
Unfortunately my sister actually died a day before the flight. I called travelocity explained the situation and cancelled the flights and asked them about how to start the process of getting my money back. The indian agent replied " let me check the airline policy on these tickets " to see if you're qualified for a refund." I stopped her and said i purchased insurance for these tickets. She replied saying she doesn't know anything about the insurance policy and that I need to call the insurance policy directly and discuss that with them. I actually paid travelocity for the tickets and insurance protection and now they don%u2019t know anything about the insurance policy. I finally got in touch with the insurance company and they told me that they need a copy of the death certificate, itinerary, and receipt. I told the indian customer service agent exactly what I needed and he told me that I'd receive this info by email within 24 - 48 hrs (Travelocity deleted the flights itinerary from my online account after they cancelled the flights). The first email that I received was a cancellation confirmation that stated the flights were canceled without any itinerary information. I called back again someone else told me again that she put in the request and I'd receive the info by email within 24 - 48 hrs. It's been more than 48 hrs still without any email. 24 %u2013 48 hrs to send an email?
By the way the cancellation email I received showed that they gave credit for the cancelled flights and it said that the flights must be booked under the same names. I called again and asked them how a dead person can book a flight. The agent couldn%u2019t answer that question.

Company: Travelocity.com
Country: USA

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