Travelocity Complaint

On June 2, 2007, I booked a trip through Travelocity for my wife and I to

travel to California for some quiet time. Our teenage son was going to

church camp and we decided that since we had never taken a trip for

ourselves in our 16 years of marriage (including no honeymoon), that it was

time. We were set to travel on June 12th.

The morning of our trip, we woke to find a large pool of water soaking our

bedroom carpeting. We had to make a last minute decision to cancel our

trip. After calling a plumber, I called Travelocity.

After about an hour on the phone, I was told that everything had been taken

care of. Our airfare had been credited to our account. The rental car was

cancelled and credited to our credit card. The only problem according to

Travelocity was that they could not reach the hotel regarding our refund. I

was asked to call back the next day.

On June 13th, I called Travelocity again and was placed on hold while they

called the hotel. After a lengthy hold, they came back on the line and said

that they needed to speak with the resident manager before they could issue

a refund. That same day, I sent an email to the Marriott hotel about my

problem. The next day, I had an email from the resident manager apologizing

for the situation and further stating that they had credited Travelocity for

our refund, over $900.00.

On June 15, 2007, I called Travelocity again about my refund. Again after a

lengthy hold time, I was told that my refund had been approved and that it

would be 7-10 business days before it would show up on my credit card

statement.

On June 22, 2007, I called Travelocity again. They looked through my

records and confirmed that a refund had been promised in the correct amount.

However, the person who entered my refund made an error. So, it would be

yet another 7-10 days before I would receive the refund.

On June 29, 2007, I called Travelocity yet again. I explained to the agent

about the whole situation and before he pulled up my account, said that my

refund was in process. He made a comment that there had been a lot of

cancellations on "this trip" and that I needed to be patient. That comment

led me to believe that he was not even looking at my account. So, I asked

him how much my refund was for and he could not tell me. I asked him to

please look up my reservation number which the agent begrudgingly did.

After a few minutes, the agent came back and said that my refund was still

in process and gave me the correct amount due. He said that I still had

three more days to make a full 10 and that I should be patient. I asked him

if I was sure to get my refund no later than July 4th and he assured me that

would be the case.

On July 6th, I called Travelocity yet again as the refund still was not

showing up on my credit card. I was told that the refund was entered

improperly into the system and that it would be another 15 days before I

would receive my refund. So, at this point, my refund is due to reach my

credit card by July 21st. Nearly six weeks after I was promised a refund in

7-10 days.

This was my first experience with Travelocity and will certainly be my last.

The fact that all agents on the telephone are in a different company and

difficult to understand was frustrating enough. The fact that they will

have had my refund for nearly 2 months is inexcusable.