Travelocity failed to notify us of a schedule change on one leg of our trip from Kansas City to New Zealand. We got to the KC airport to find that the only flight that day to Los Angeles with that carrier had already left. We had to purchase tickets with another airline for $1,954 so that we could make the next leg of the trip that left LAX that night.
Travelocity was no help at all when we were in crisis— trying to figure out how to get to LAX that day; the carrier we were supposed to take ended up helping us get in touch with the only other carrier who had 5 seats open that day.
It has been a nightmare to try to get customer service from travelocity. They refuse to reimburse us for the money we had to spend to get to LAX; instead, they keep going back to the original carrier to try to get us refunds for the flight that we missed.
In many hours spent on 4 phone calls and many emails in the last 4 months, i was never able to talk to the same person twice. It was like starting over every time.
The situation was just resolved— the original carrier has offered to refund the ticket prices of the flight we missed. I'm thankful that someone stepped up, but in my opinion the responsible party ducked all responsibility and has no incentive to change their notification procedures.
As i've told them more than once, it boggles my mind that a travel company bases critical notifications (schedule changes, etc.) on email— a communications medium that is less than 100% reliable. They don't even try to get confirmation that the customer has received the email! Then, when something like this happens (as it is bound to from time to time), they won't take responsibility for their failure to notify.
0 comments