I returned from a trip to LA last Wednesday and am very unhappy about what occurred. When I arrived at LAX I was informed that my flight would be stopping in Chicago. I had booked the flight intentionally because it was shown as a direct flight and there was no indication that there would be any stops. The person at the American desk said there was another direct flight that morning but it was already sold out. I had no option but to take this flight. The American desk and the Travelocity customer service person seemed to think that it should be a consolation that I wouldn't have to change planes in Chicago but I couldn't care less. A stop is a stop and it should have been listed on the site when I was booking especially one that was an hour and a half in length.
I called the Travelocity customer service line and spoke with "John" who was beyond unhelpful. John kept insisting that I was not reading the itinerary correctly. He refused to believe that my itinerary did not show a stop. Regardless of the number of times I told him that I was looking right at it and this information was not shown he would not stop insisting that I was misunderstanding or reading it incorrectly. This quite naturally made me furious. I told him that this line of discussion was unproductive and only serving to make things worse which he acknowledged but didn't manage to let go of. He offered to book me on another flight for $180 which frankly at this point was insulting. I said to him, "So there is nothing your company is wiling to do to make this right." and he replied, "Yes that's correct". He told me that I could send a message and the itinerary to the customer relations email address. I expressed to him that it would be very difficult for me to write this email address down since I was in the security line and he refused to email the address to me or tell me where else I could find it which was extremely inconvenient given the circumstances.
I could not be more dissatisfied with this experience. It was bad enough that the flight I selected was not accurately represented but to also get such terrible customer service on top of it was too much. I can forgive easily when the mistake is acknowledged and efforts are taken to make up for the error but instead I was told I was either dumb or lying neither of which is acceptable in any way.
I sent Travelocity a copy of my itinerary so that they could clearly see there is no indication of a stop for flight 1544 from LAX to DCA on June 16th. My only guess is that "John" was looking at my flight from DCA to LAX on the 12th in which I did have a layover in Chicago of which I was aware when booking my flight. I tried to suggest to him that he was not looking at the right flight information but he refused to listen to me and kept insisting I was the one in the wrong.
I was hopeful that someone at Travelocity could rectify this situation and restore my faith in their company but its been four days and I have gotten no response. I sent this info to the customer relations email address as well as in a response to a survey request asking me to rate the service I received from their customer care line. I've gotten nothing in return.
I have to say though that after reading about the experiences of others I think I got of pretty lucky and will not use Travelocity again before something worse happens! When I did a search on bad customer service and Travelocity I was amazed by the number of outraged customers. I'm shocked that a company thinks they can get away with this! I hope more people do their reserach on Travelocity before using them. I wish I had!
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