A year ago, I had to cancel a family trip to Orlando. We had booked all our reservations through Travelocity and we had to cancel because of an emotionally stressful event that occurred with our son. At the time, I called Travelocity and was directed to an agent who helped me and who refunded our hotel fees, but not the airfare or the tickets into Universal Studios Orlando. They did offer credit on the airfare, however. Today I contacted them to get information on the credit and how would I use it, and discovered that all of our information regarding the trip had been reassigned to a different person including both the Trip ID number as well as the flight confirmation number! I spent nearly an hour on the phone with THREE agents in India, trying to locate the information just so I could determine how much credit I actually had left. It took threats of state and federal lawsuits (literally!) to finally get someone who understood what I needed, and even then I had to provide my entire credit card information (which left me uncomfortable). I will try to contact the trip insurance people to see if they may get me a refund of the money, but if not, I know that I will never use Travelocity again once I use up this credit.
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