Travelocity.com
Travelocity customer service sucks

I booked a Cancun vacation through Travelocity and was notified via email to call them immediately as a flight had changed. I spent more than 30 minutes holding after they went through my itinerary and explained that due to a cancelled flight by United, I would miss my connecting flight. Their alternative would have cost me nearly a full day of my vacation. I asked if they could switch me to a different airline. After a long wait they told me no. I asked to speak to someone else as I felt that since the cancellation was due to the airline - not me - they should be able to accomodate me. We were somehow disconnected and nobody called me back.
I finally found time to call them back a few days later and they told me (after several long holds) that they could fly me out a day earlier and back a day later to more closely meet my original travel plans but the extra hotel expense would not be reimbursed OR I could get a full refund. I told them to go ahead and rebook (a day early and returning a day later) but I needed to talk to my husband.
The next day, I called to tell them we wanted the full refund and for them to rebook us on the American airline schedule. I've now been on the phone for more than 50 minutes and have spoken to three different foreigners trying to resolve this. Each time, I've asked if they can call me back once they have information for me and they all say that I need to hold instead. HORRIBLE! I still don't know what is going to happen.

Company: Travelocity.com
Country: USA

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