I thought you should know about the issue that I am facing with Travelocity as I feel it constitues a blatent disregard for the consumer and for providing adequate service. Please review the e-mail string below. As you will see, I have been dealing with this for a month and have yet to get a legitimate answer about a simple question.
Pittsburgh Cancellation Confirmation
From: The Travelocity Team (xxx)
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Sent: Fri 8/03/07 2:10 PM
Reply-to: The Travelocity Team (xxx)
To: xxxx
Customer Care | My Stuff
Cancellation Confirmation
Thank you for using Travelocity.
Dear xx,
Your hotel reservation has been cancelled. Your original payment method MasterCard xxxx-xxxx-xxxx-4528 has been refunded $ 0.00.
My reply on the same day: I spoke with someone on the phone and was told that the cancellation fee is $25. When I received
this email, however, I am confused because it says that the cancellation fee is the entirety of the
fee. Please let me know what the actual case is.
Xxxx
Their reply to me:
Dear xxx,
Thank you for writing to Travelocity.
Per your request we have viewed hotel reservation under Trip Id: 372050852290. A review of our record shows that your is canceled per your request. Please be informed that your credit card is charged a full cancelation penalty as per the hotel policies. We would like to inform you that in order to avoid the cancelation penalty you should cancel the reservation 24 hours prior to your arrival date. If you have any further concerns please feel free to write back to us.
Regards,
Travelocity Customer Service
travelocity.com/
My response
Hello, I have to say that I am extremely disappointed. I do not understand why I was told on the phone
that I would only be subject to a $25 cancellation fee. If I had been informed that I would not be
refunded any money, then I would have made a greater attempt to rectify my travel situation which,
at this point, is irreconsilable. I understand that you, personally, have nothing to do with this
issue, but I honestly feel that your representative intentionally deceived me hoping that I would
not check the confirmation or verify that my credit card was refunded within 30 days.
I will definitely not use your company again and will tell everyone else I know to stay clear as your
representatives are either incompetent or charlatans. I fully intend on sending a mass e-mail to my
co-workers letting them know to beware.
Thank you for your time
xxxx
Their reply to me (from a different person)
Sent: Sat 8/04/07 12:16 AM
To: xxxxxx
Dear Adam, Thank you for responding, We have reviewed your hotel reservation with "HILTON PITTSBURGH". As per our record we see that there is a complete penalty on canceling the reservation. I'm forwarding your e-mail to our Consumer Relations Department for further investigation. They will be in contact with you directly, should they require further information. If you require additional information or if we may be of further assistance, you may contact Consumer Relations directly at: E-mail: consumer. [email protected] Address: Travelocity Consumer Relations 11603 Crosswinds Way Suite 125 San Antonio, Texas 78233
Regards,
I then contacted their Consumer Relations Department regarding my dissatisfaction and this is the response that I received a week later:
Sent: Thu 8/16/07 2:08 PM To: (xx) Travelocity Trip ID 372050852290
Dear Adam, Thank you for taking the time to advise us of the situation you encountered with reservation purchased through Travelocity.com. Our priority is to offer complete and accurate information as well as superior customer service at all times. A review of our records indicate that your reservation was cancelled on August 03 as per your request. The cancellation policy of your reservation is listed on your email confirmation for the reservation that you received from Travelocity and is listed as below. Cancellations or changes are subject to a cancellation penalty. You may be charged a cancellation fee from 25.00 upto the full cost of your stay.
Therefore, you were charged an entire amount as a cancellation fee and we are unable to refund this penalty. Please accept our apologies for any inconveniences. You are a valued customer and we look forward tofuture opportunities to serve you. Should you need further assistance, please do not hesitate to contact us.
Consumer Relations
My response:
Hello, I have to say that I am continually frustrated with you organization's handling of this situation. I would have been PERFECTLY FINE paying the full fee had I not been lied to. I have had 4 people e-mail me about this, pretending to be some sort of resolution when no one has addressed my complaint. I am NOT complaining about my money. I am complaining about the fact that your organization hires either incompetent or willfully malignant employees. Not once has this been address or has anyone mentioned any sort of disciplinary action for my being lied to. I waited on hold for 15 minutes while your representitive looked up the correct policy. If you listen to the recording of my call you will hear that I was very pleasantly surprised to discover that my fee was only $25 as I was expecting to pay the full charge.
Then, hours later I received an e-mail that said that my confirmation was confirmed and that I was being charged the full amount. I never received a phone call or e-mail saying that there was a mistake made. As a result, I can only assume that there was an attempt to deceive me and hope that I ignored the issue.
Additionally, no one who has contacted me has addressed this issue. With each successive e-mail I have gotten more frustrated. I have been willing to drop my complaint and, every time, I get an infuriating responsethat does not address the true issue. I work in customer service and I know that this is not the way to de-escalate a customer. I am not holding you personally responsible as I understand that there are policies that you are obligated to follow. I would, however, like to speak with someone who has the authority to talkto me about something other than the hotel's policy.
If I do not receive a prompt response I will be filing a complaint with the Better Business Bureau as well as posting warnings to all consumer fraud related forums. I am only asking for a valid explanation as to why I was lied to and then sent something contrary to what I was told a mere hour later without any mention of why I was told something different on the phone.
Xxxxx
Their response, which STILL does not answer my question:
Sent: Mon 8/20/07 7:35 PM To: (xxx) Travelocity Trip ID 372050852290
Dear Adam, Thank you for taking the time to advise us of the situation you encountered with reservation purchased through Travelocity.com. Our priority is to offer complete and accurate information as well as superior customer service at all times. A review of our records indicate that your reservation was cancelled on August 03 as per your request. The cancellation policy of your reservation is listed on your email confirmation for the reservation that you received from Travelocity and is listed as below. Cancellations or changes are subject to a cancellation penalty. You may be charged a cancellation fee from 25.00 upto the full cost of your stay.
Therefore, you were charged an entire amount as a cancellation fee and we are unable to refund this penalty. Please accept our apologies for any inconveniences. You are a valued customer and we look forward tofuture opportunities to serve you. Should you need further assistance, please do not hesitate to contact us.
Sincerely,
Consumer Relations
Adam
Tempe, Arizona
U.S.A.
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