Travelocity- Online Travel

Travelocity.com - based in San Antonio, TX

I have been contacting Travelocity since April regarding purchasing 5

tickets on their site in January of 2007 and arriving at the airport in

April to have no reservations on the airline! NO ONE WILL CONTACT ME!

I have gone down every route that they ask- emailed complaints & proof,

faxed, registered letters. I have even contacted the Better Business

Bureau & Consumer Affairs - nothing so far. Here is the story -

1. January 9, 2007 - I booked (online) round trip

airfare from Boston to West Palm Beach, FL on JetBlue for travel on

4/18/07 and returning on 4/28/07 through

Travelocity.com. Later that evening, I received via my home e-mail

address, a CONFIRMATION email for my trip. (see attached for a copy of

my confirmation email)

2. January 2007 - On or around January 12th -

17th, I received 2 calls on my home voice mail from a Travelocity

representative, that were inaudible (each call was one day apart). I

called Travelocity on the evening of the second call and spoke to a

representative (I did not get a name or ID #, but it was a woman) - I

explained that I received a message from Travelocity, but couldn't hear

what it was about. She kindly, explained that they were just confirming

that I booked my trip and she went over the itinerary with me, which

matched my confirmation email. I confirmed that it was correct and she

said "Thank you for using Travelocity.com. Is there anything else that

I can assist you with?" I told her that I was all set and we both ended

the phone call. I have not received any further phone calls or email

contact from Travelocity.com since then. I use my home phone and home

email daily for business purposes, so I am constantly checking both. I

also archive all of my emails and have never received any contact from

Travelocity.com since my email on January 9th.

3. April 4, 2007 - Getting excited for my trip, I

decided that I would go online and confirm my trip on the

Travelocity.com website. I forgot my Log-in name and emailed

Travelocity.com. I promptly received an automated response with the

log-in name (see attached email for date confirmation). I logged in and

under "My Stuff" pulled up an itinerary for my trip, which had all the

same information as my confirmation email: my flights, the travelers

names, the amount charged to my credit card, etc.

4. April 17, 2007 - The evening before an early

departure for the airport with my husband, 4 year old, 2 year old and an

elderly mother-in-law, I logged into Travelocity.com ONE MORE TIME to

confirm that nothing had changed on our itinerary.... It remained the

same under "My Stuff". I also checked online w/ JetBlue and

MassPort.com to confirm that the flights were scheduled to leave on

time.

5. April 18, 2007 - Having my flight confirmed and

still having heard NOTHING to the contrary from Travelocity.com, I

packed up my family and left the house at 6:00 a.m. When arriving at

JetBlue curbside check-in, I learned that we were NOT BOOKED on any

JetBlue flight AT ALL. WE HAD NO RESERVATION. Since it was April

vacation here in Massachusetts, the lines were long and many people were

traveling. I had to move out of line and contact Travelocity.com.

* I logged onto the internet at the airport to pull up the

itinerary on "My Stuff" AGAIN. All looked fine - no changes.

* I called Travelocity.com and went through the automated system

that AGAIN confirmed that I had a reservation leaving in 1 hour on that

day.

* I optioned to speak to a representative who for the FIRST TIME

informed my that there was a problem with my credit card that I used

when I booked back on January 9th 2007 and that I actually had NO

RESERVATION AT ALL!

* I calmly explained the situation to the representative who

claimed that he understood my frustration, but could not help me. He

"claimed" that Travelocity.com had tried to contact me via telephone and

email. As explained before, I only received 2 phone calls from

Travelocity.com and I promptly returned the call to confirm. Also

previously mentioned, I have only received 2 emails from Travelocity.com

since booking, both are attached. 1- is the confirmation email and 2 is

the log-in automated response...

* With not having any options at all while standing at the

airport, the representative transferred me to JetBlue, with no promise

of later assistance, no guidance on how to proceed to fix this problem

with my CONFIRMED reservation.

* My husband stood in line at the JetBlue counter and I stayed

on hold to see who could fix this first. Since lines were out the door

at Logan Airport (not Travelocity's fault of course...), I reached

JetBlue first on the phone and they didn't seem to care that I booked w/

Travelocity.com and I had to buy 5 new airline tickets at full April

vacation week prices. I had to separate the family and send my husband

first. I returned home w/ my 2 children and mother-in-law to return

later for our flight that evening.

* Returning home I contacted Travelocity.com again - First

entering my phone # and listening to the automated system say "Oh, I see

you have already started your trip. Let me transfer you to a

representative." I was then transferred to Roger, who had to listed to

me explain the entire situation again. As I was explaining to Roger, I

was also staring at the itinerary and confirmation email AGAIN online.

I printed out the itinerary again and that is also attached. Roger

instructed me to contact Consumer Relations and give copies of the

emails and itineraries - which I am doing now that I have returned

because I did not have access to a fax machine and had no option to mail

the documents in....

6. I received confirmation from Travelocity.com that I

paid $1,100.00 for this trip (I do not receive the bill for this credit

card at home, it goes to my husband's business and is paid by his

employees - having not been contacted that there was I problem, I never

had anyone check it...). We then had to pay approx. $2,500 for 5 new

tickets (I will forward receipts for the new flights when I actually

speak with someone willing to be responsible). I should be reimbursed

for the difference.

I WILL NEVER USE TRAVELOCITY AGAIN AND WOULD LIKE TO WARN OTHERS ABOUT

USING THEM - I have confirmation emails that the flights were ticketed

and was able to access all of my trip information up until the trip was

supposed to start via telephone & internet. Now, not one person at

Travelocity will take the responsibility to even speak with me.

Horrible business practices and I am the one out the extra money.

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