I have been contacted via email by Travelocity on three occasions now concerning changes to my upcoming flight to Hawaii. I understand that Travelocity is not at fault for changes to my itinerary, however, the two times I have had to call your customer service line I have been thoroughly disappointed. The first rep I dealt with I could hardly understand and he was rude. After being on the phone for 40 minutes I was told that he could not help me and that I would have to contact United Airlines directly. The only flights he was able to put me on would have put my arrival time in Hilo at 8:00 or 9:00pm. I purposely purchased my original ticket largely due to flight times (arriving before 8:00pm). Thus, the options he offered were unacceptable. This seems ironic since one of your claims is that if something changes with a customer's flights you will help take care of the issue (which obviously didn't work in this case). The second time I called to make changes due to flight times changing, the hold system seemed to be broken as it just keep repeating over and over that "someone would be with me shortly" - at least 5 minutes of this repetitive message continued non-stop. When someone finally answered my call, they were rude. The connection was not good and I could not hear them. I asked them to repeat themselves just once and they yelled at me "I NEED TO KNOW WHO I AM SPEAKING WITH!!!" This very rude rep then proceeded to tell me that there were no issues with the flight. I stated that I had received an email that I didn't have enough time to connect on one leg of the trip. She said that the issue was actually that I had contacted United and changed the flight on my own (which I had done a month prior because Travelocity couldn't help me) and that I should ignore this email. I then repeated that the flight times had changed and I had only 27 minutes to catch my connecting flight. She then realized that indeed had an issue, however, yet again, I could not be helped through Travelocity - which I was more than happy with this time so that I did not have to deal with someone who clearly was not interested in being polite (which should be part of the job requirement).
Thank goodness I am on the phone with United now since they actually know how to treat customers and they can accomplish what needs to be done.
I will NOT being using Travelocity in the future to book my flights and I will make sure I encourage my friends and co-workers to go somewhere else. If my experience with your reps only results with no help in changing flights whatsoever you should probably take that guarantee off of your website. Lastly, I realize that this feedback section is for the online site, but I was unable to find a feedback section for customer service via telephone.
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