I paid for a 7-day cruise to the Caribbean in addition to a pre-cruise vacation package (2 night stay at a hotel car) starting on April 9. I had paid for the entire package in full in January.
The trouble started on first day. After getting to the Alamo service in Fort Lauderdale, I was told that my car service had been registered for pick up and return in Orlando despite having written proof that the pick up point was Fort Lauderdale (return point in Miami) and verbal confirmation from a customer rep two weeks before. I get in touch with Travelocity, and after 2 hours they are able to get me another rental with plans to return the car in Fort Lauderdale and return it to the same site (along with a transfer to Miami). The rep assured me that I would be covered under what I had prepaid earlier and would not have to pay anything in addition. So, I took the car.
About a day later, travelocity calls me to tell me the drop off point has changed to Miami again. So I take the car to Miami without incident after I check out of the hotel. Only when I return from the cruise I find out I have been charged by the hotel and Alamo car service again.
Unfortunately, the swine flu epidemic has caused increased wait times for travelocity customer service. After numerous calls, disconnects and transfers I speak to the hotel and car division rep who says I had no recent trips listed on the travelocity database. (Which I should have suspected after logging in to check the details of my past trip and finding nothing there). He transferred me to the cruise department but refused to give me the number (since I had been disconnected multiple times) citing that it was "an internal transfer". After a few minutes, I was disconnected. I tried to reach travelocity via email, but I kept getting automated responses to use the customer service hotline.
Additionally, I called Carnival Cruise Lines to complain, but they referred me to Travelocity. I somehow do not have access to my previous cruise info on the carnival website as well, but I saved the confirmation and itinerary on my pc (luckily!).
Being quite fed up, it was suggested to me to dispute the charged on my credit card and so far, that seems to have worked.
0 comments