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Travelocity

Customer Service Ratings and Comments

Travelocity is ranked #245 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 23.33 out of a possible 200. This score rates Travelocity customer service and customer support as Terrible.

NEGATIVE Comments

84 Negative Comments out of 86 Total Comments is 97.67%.

POSITIVE Comments

2 Positive Comments out of 86 Total Comments is 2.33%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Terrible Overall Customer Service Rating
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  • Looked up airfare on travelocity.com and it came back with good fares, but when I tried to finalize & book it, the website told me it was soldout. After going around and around with Travelocity, they would not honor the fare that their website showed, even though those I talked to at Travelocity said it's a "technical glitch" on their site. WHAT? They are deceiptful. Don't use them, I don't trust them at all now.

    notravelocity 8/22/10 3:30PM

  • I booked a hotel through travelocity. When I got there, it was a crack hotel with the lobby locked and a sign to use the window on the side. There, I found a speaker and a slide through cash drawer like in a gas station in a bad neighborhood. They finally unlocked the lobby, and the smell that hit me was hard to explain.(not good). I wisely asked to see the room before I checked in. Nasty only begins to describe it. On getting home, I immediately called travelocity. After about a half hour, habeeb told me to wait while he called the hotel. The manager was not back so habeeb informed me I would need to call back the next day. The next day, both times I contacted travelocity I spoke with what sounded like young indian women. Both times they told me the manager of the hotel was not in and I would need to call back. The last one suggested I send customer service an e-mail and they could probably help me, or maybe call when the manager of the crack hotel was in as he would be the one to decide if I could get a refund. This will be the last time I book anything through Travelocity. Customer Service, I think not.

    johnnile 8/16/10 3:26PM

  • Horrible, Horrible, Horrible!!!!! I booked a room in Beijing. The room was a special price, but made no mention of being an INTERIOR room with a double bed!!!! I called Travelocity to complain and see if they could change the room. They put me from Indian customer service rep to Indian customer service rep over and over and over for about 2 hours and finally said I would have to call back on a different day! I have never had such terrible service in my life. They didn't even understand that it was a different time of the day in China than in the USA! It was the LAST time I ever used Travelocity. I will NEVER EVER EVER use it again.

    Anonymous 7/31/10 11:55AM

  • Have tried for 3 days now to get a flight that has a disconnect in it (due to airline time change on a flight) with no luck - outsourced to India, no kidding!
    I'm never using Travelocity again, and will have to cancel and redo this entire trip.
    Biggest pain in the butt with travel in a very long time.
    How disappointing for all of us and for Travelocity since they will just go under.
    No Americans want to have to hassle so much for things are really so simple. People in India are persistent, but completely unable to help.

    Unhappy 7/29/10 9:41AM


  • Thrifty car rental confirmation# f78h57
    Having booked airline tickets (jet blue) and car rental (thrifty) thru Travelocity for July 21st, we arrived in Hyannis eager to pick up our rented care from Thrifty. We were pickup by a Thrifty employee in a Kia Forte, and driven to Hyannis Thrifty office. I filled out the paperwork, and asked for the keys, the employee told me the keys were already in my Kia Forte. I told the employee that I believed I had rented a bigger car, and showed him my confirmation number, and partially downloaded printout. He informed me that for that amount of money I could not have rented a bigger car.
    On the evening of the 21st I check the e-mail confirmation from Travelocity ,which showed I had rented a standard vehicle (Dodge Avenger or similar).I then checked Travelocity’s Thrifty car information against Thrifty’s on web site, and found out they weren’t the same. I then called Travelocity’s customer care to see if they could help. I talked for about 1 hour with an employee who was very hard to communicate with, and had no concept what a Kia Forte was, ( he asked me to spell KIA).He asked me to hold while he called Thrifty, after 3-4 minutes he came back on the line, and told me if I wanted a upgrade car I would get one at no increase in cost .I thanked him, and said I would go tomorrow for the upgrade.
    On the 22nd about 11a.m.we arrived at Thrifty. I explained the story to a different person who told me that Travelocity had probably contacted corporate. He said he would help us, he just didn’t have a larger car available, but if I could come back tomorrow he would have something for us. I thanked him and said I’d be back about the same time tomorrow.
    July 23 2010…We arrived at Thrifty Hyannis offices about 10-10:30.I went inside and was met by the same employee I had rented the car from on the 21st.I again explained the story, and his response was, that’s what Travelocity says, and are you going to pay a cost upgrade. He then told me he had a Honda Civic I could have. I agreed, but then saw the two cars side by side, and was told I’d have to take the car next door to get a state inspection sticker….
    I pretty much told him to shove the car, that he was a jerk, and asked if they have all their customers take their cars to inspection stations. I told him I’d pay for the 2 days, but I’m going to rent somewhere else...
    I payed the bill of $88, and we walked away…..We( my wife and her flip-flops) walked down the road, crossed a 4 lane highway, cut thru T.J.Max parking lot, walked down the another road cutting thru more driveways, crossed another 4 lane highway, and finally arrived at Enterprise Car rental.
    They had a Dodge Avenger( standard size) which is really a lot bigger than the ( standard size) KIA or HONDA.

    Anonymous 7/25/10 6:07PM

  • This is the WORST travel website I have ever used!!!!! I will NEVER use Travelocity again! Their customer service and booking personnel are rude, abrupt, and can barely understand what you're saying. I felt so frustrated at the process of rebooking my flight that I almost wanted to forego the money just to not have to deal with these people anymore. I would rather have spent a little more using Priceline or any other company than Travelocity. I will NEVER use this company again!!!

    Anonymous 7/21/10 8:50PM

  • All customer service is outsourced to India....the folks there are poorly trained by Travelocity to provide the correct answers to questions being asked of them. From now on, I will book directly with the Airlines and never use an online travel service again....Expedia, Travelocity, Priceline,etc all outsource.......

    Very dissatisfied
    Mike

    Anonymous 7/20/10 12:39PM

  • Customer service is horrible, their guarantee is a hoax, their system is always down and cannot get difference

    taro 7/14/10 5:11PM

  • When I stayed at a hotel that Travelocity booked for me, I was charged by Travelocity and by the hotel. I was on hold for 15 minutes with Travelocity, just to hear that they couldn't do anything for me and I would have to talk to the hotel. The hotel took care of it for me, but I found out if I had not even used Travelocity in the first place, I would have received a cheaper rate. There was a 10% difference between the rate given on travelocity and by the hotel. The hotel couldn't help me, since Travelocity had already charged me.

    Anonymous 7/13/10 9:40AM

  • Yeah they are pretty much a pain, but I got what I needed done. They are typically courteous but most of them have no power to do anything to help, plus their is a language barrier. Most people that I've talked to are from India.

    Anonymous 7/13/10 7:35AM

  • Travelocity GAVE MY CHARGE CARD INFORMATION, including number to SAVINGSACES; they, SavingsAces then withrew monies from my checking account (as my debit card is treated as a charge card)...Exactly $19.99 taken from my account...whatever you do make sure you do not check off receiving subscriptions. That is what they told me - I checked off subscription so now they have the right to take monies out of my checking account.

    Nancy 7/7/10 9:02AM

  • I am beyond frustrated with Travelocity. While I don't have too much trouble understanding their outsourced reps and they are always polite, they never solve the problem! I booked a trip through Travelocity several months ago which included vouchers for park tickets and transportation that I needed to print through their website. However, the website "can't find my trip". I have called at least 5 times, sent at least 6 e-mails and they keep apologizing and offering some solution...but not one that will work! Seriously, how hard is it to fix a glitch in their website?! How hard is it to get the vouchers to me?! I will never use Travelocity again. I have used Orbitz several times in the past and have never had an issue. Travelocity is horrible!!!

    amy4444 6/28/10 10:08AM

  • I bought Travel Protection through Travelocity and it showed the transaction on the confirmation page that I printed out, but when I called to cancel my trip ( due to family illness) Travelocity said SO SORRY but a tech error on their part, VOIDED our insurance. I am out $3,000.00 at this time and asked to WAIT UP to 90 days to see if Delta will refund my ticket.

    jsparks53 6/28/10 8:05AM

  • Really is it that cheap to outsource to India?... talked to three people with very poor English. nobody could give me a United States number to call.

    my problem is that i used there Hotel Secret Price thingy. i clicked on a three star and it ended up giving me a two star in a whole other city. they were unwilling to help me with the problem, luckily Visa will.

    cadbry 6/23/10 10:40AM

  • Called to speak to customer service agent. Impatient representative. Very hard to understand. Poor customer service skills. Blargh!!!!

    Anonymous 6/23/10 8:59AM

  • I will never ever use Travelocity again. I had to reschedule my trip due to ending up admitted in the hospital. They charged me all sorts of fees and then when I got to the Hotel-they didn't even have my reservation b/c Travelocity sent them the wrong information. I spent one entire day of my vacation on the phone with them, and they never even helped me. The hotel set me up with a room w/o a reservation for the day and this was only resolved the next day. Lets just say my vacation got off to a horrible start.

    I also spent over 6 hours on the phone trying to reschedule the trip and well it was never fully fixed until the second day of my vacation.

    pissedattravelocity 6/22/10 4:41AM

  • I recently booked a flight for my fiance who, as well as myself, server in the U.S. military. She took several days of leave, over the 4th of July weekend, to go home and visit her family. I don't mean to play the military card, but it's no secret that we don't make a great deal of money and also don't get a whole lot of time off. I reserved the flight for her with my credit card. The flight was booked over the phone with an agent. Some how he reserved the return flight for the same day of the following month. I called the following day to change the flight and spoke with several representatives. I was transfered numerous times with zero result. I was also disconnected at least 4 times. The final rep. stated that he would call me back in about a half an hour. I waited 2.5 hours with no call. When I called back, I was put through the same routine, taking about 20 minutes to finally speak with a supervisor. She explained to me that because the flight was already confirmed, it would cost me $300 to change the flight to the date it was originally set for. I explained to her that the flight we needed was almost $100 less for a one way ticket. After I declined her offers and attempts to take more of my money. I tried explaining that I didn't feel as though I was at fault, and therefore, shouldn't be responsible for the payment. At that point she became rather rude with me and I decided to call the airline myself. The airline's charges with significantly less than that of Travelocity. I was told that the charges were that of the airline. Not Travelocity. The airline gave me a much lesser price than Travelocity and well, the numbers just didn't add up. This time I was able to fix my own problem. And I wasn't looking for any handouts. But, I feel as though I have been cheated by Travelocity. I also feel that i received very poor service from them. I will never use them again. Nor, will I refer them to anyone unless i receive compensation for the money i wasted on something as simple as changing a flight.

    Anonymous 6/18/10 2:28AM

  • Absolutely disgusting.
    They are impossible to contact outside the US.
    I will never use them again.

    Don't do it!!!

    jeffers 6/17/10 6:37AM

  • The people that answer the phones do not even understand English!!!! I have to spell my name EACH time I call. They NEVER call back, they say they will take care of the problem & send an e-mail confirmation but NEVER DO!!!! I have reached the top of the food chain in India, or where ever the call center is located, & have gotten NO WHERE!!! I am trying to contact the head office but I guess it can only be reached by snail mail. There is no American phone number or e-mail address. Run, do not walk, away from Travelocity. I will walk before I book ANYTHING thru Travelocity again.

    GASRAT69 6/10/10 5:41PM

  • Also having problems getting a problem solved because no one answers the phone. Hour+ on hold, this is deplorable. There are plenty of people looking for jobs who would be glad to answer the phone. Once before when I had to resolve a problem, I actually did reach someone, but they were less than helpful

    Traveling Minister 6/9/10 1:18PM

  • Travelocity charged my credit card for a trip and cancelled the reservation. After a very frustrating conversation in India who didn't understand my problem because it wasn't a part of her script, I followed here instructions and made another reservation. They charged my credit card for the second trip and then canceled my reservation. I now had two charges on my card which was then over it's credit limit. After a 40 minute session of being on hold with India, they finally reversed the charges. The agents in India don't listen to the problem.
    Instead they immediately try to classify the call to one of their scripts. I will never use Travelocity again and resent them shipping American jobs overseas to incompetents who do not speak English very well.

    boycotttravelocity 6/9/10 6:50AM

  • I have never written a review before. But my experience with Travelocity was soo bad, that I had to come on here to vent. I've never dealt with such terrible customer service. I felt very comfortable when booking my reservation when they verbally guaranteed me that they would match any lower price that i found on another website up until the day of the trip. Two days later, I found the exact same package (same flight & hotel combo) for $700 cheaper, but they would not honor their promise. Then when i tried to cancel my reservation, they have kept me on hold for well over an hour, and i am currently sitting here on hold listening to some terrible elevator music about to blow my brains out.

    I seriously must have spoken to 10 different customer service reps and It sounded like each one of them was on their first day of the job.

    Anonymous 5/26/10 8:10PM

  • I am spening an absolute week of torture trying to contact Travelocity. I have e mailed daily for the last six days with no response and have spent at leat three hours today trying to contact them by phone. I have called their customer help line 5 times today and each time have waited for in excess of 30 minutes to reach a live person at one of their call centres. These calls are charged at premium rate and are managed from I think India. Each person I have talked to has not been able to help me: all I get is platitiudes, i.e We are trying to help, but do not have any usefull information. This is truly the worst custmer service I have ever experienced and I would strongly advise any potential customer to think again before using Travelocity.

    Anonymous 5/20/10 12:29PM

  • Having reviewed the website, I will never use this company again. I had all the same issues described from former disgruntled users. I wish I had read these before I used them. Their offices are in Dehli or similar city in India. Unbelievable 6 hour nightmare on the phone with no solution.

    P/O'd 5/17/10 1:36PM

  • Travelocity does NOT check out hotels and we got a dump at Days Inn Winston-Salem, Hanes. Will NEVER use Travelocity again!

    Anonymous 5/14/10 6:46PM

  • Travelocity is the worst reservation system ever. I am currently on hold with them trying to straighten out the second trip they screwed up for me. They have transferred me from one bad elevator music hold system to the next. Please spread the word to use anybody else!

    Anonymous 5/4/10 7:46PM

  • I booked a trip, then had to change return flight. The canceled the entire trip and booked a one-way return and charged $800. Tried to get it fixed and was put on hold for two hours with 4 different "supervisors" telling me to please hold. This is worse than bad.

    Anonymous 5/1/10 5:39PM

  • The most disgusting sevice ever!!!
    Voltures!!! Trash.
    Waste of life calling a bunch of idiots taht have no tact with customers

    sanabriarose@aol.com 5/1/10 10:38AM

  • Super saver hotel is a joke. I booked a 4-star in SLC only to find that the hotel was officially a 3 star, but in reality only a 2 star. We did not stay at the hotel. It was a horrible hotel. Travelocity promised a refund and even sent us an email confirmation, after two hours on the phone, but after 30 days they said they refected the refund. The saga continues. Do not use Travelocity!

    Anonymous 4/29/10 6:55AM

  • Unbelievable. Been on hold for over an hour. My father died and we are to fly out tomorrow and cant get hold of anyone. Way to much. This company really needs to get its self together

    Disgrunteled 4/28/10 4:33PM

  • Not happy at all! I made reservations for one night, and admittedly, it was a non-refundable reservation. However, when my son broke his ankle two days before we were to leave for his out of state hockey tryout, I thought I'd try to cancel the reservation and get my money back. I was elated when the first representative told me that he would be able to get me a refund, and that it would be credited to my account within a few days. Over the next 10 days, I received three separate emails telling me that my refund request would be processed by the finance department on a separate day--each time the date was different. Finally, after not receiving my refund and getting yet another "your refund request will be processed by..." letter, I decided to call to see what was going on. I still am not sure because the man with whom I spoke had a serious problem speaking English. After spending nearly an entire hour on the phone, most of it on hold, I understood him to say that the refund would take 14 BUSINESS days. It's been 14 business days now, and still no refund. I contacted them a total of three times, spent a massive amount of time on hold being forced to listen to the worst possible hold music in world history for most of that time, and had serious difficulty understanding the "customer service" agent. It was only $146 (less than others on this site have lost), but still... After telling everyone how great Travelocity was after my initial experience, I have done a complete 180. I travel at least 10-12 times a year for hockey, and will never use travelocity again. Expedia has always been better for us, and I should have used it again.

    schusma28 4/28/10 2:38PM

  • I will never use Travelocity again. Recently returned from a trip to New Orleans that ended up costing me double what it should have. I had purchased the trip protection plan but that is a rip off even though it was due to a medical condition that my plans had to be changed. Each operator gave me a different answer and quoted a different cost to make the changes and never even bothered to make a change in the airline reservations. I had to go directly through the airline the day before to get on the plane that I needed. Never use this company as you are better off going through the airlines and hotels directly!

    patorlow 4/26/10 12:02PM

  • This company is a nightmare to deal with, they contract out of the United States and so if you have a problem with reservations or trip changes, the first words out of their mouth is that "they are sorry but they can not help you with the issue" not to mention that the language barrier compounds to the issue at hand. It's like pouring gasoline on an inferno, you will be frustrated beyond your imagination. "My issue" as it was eliquently put to me can't be corrected without me having to pay almost $400.00 more, I needed to change my return flight from May 19th to May 20th, I had purchased the insurance which should have covered me but because my reasons for the change did not fall within THEIR guidlines, I would have to pay additional monies and that was just for the flight, we didn't even get to what is was going to cost me for an additional night at my hotel and car rental. It's BUYER BEWARE when dealing with Travelocity, at one point or another, you will lose your money, you will lose your patience and most of all, you will lose plenty of precious time dealing with knuckleheads who don't care. I was transferred 5 times before I finally gave them a piece of my mind, the last rep I dealt with was not empathetic what so ever, they got me on this trip but NEVER AGAIN.

    Trod007 4/25/10 12:21PM

  • Absolutely unbeleivable bad experience. I have now called them 4 times just to get a an Itemized receipt broken out by day what the charge would be. Need this for a business expense. Company will not accept non itemized receipts.

    I still havent gotten the receipt from them. I was promised not one not two not even three times that it would be sent to me in 48 hours, Then it was 24 hours, Finally someone said I will get that to you in 4 hours. Well I got a receipt... Yah except it was the wrong amount.. Didnt match what they charged my credit card.. Nor was it broken out by day. This is absolutely the worst experience I have had with any company.

    Greg 4/22/10 1:43AM

  • Made a hotel reservation through Travelocity 3 days before arrival date. Called hotel a couple of hours before arriving but told Travelocity never faxed reservation to hotel. After calling Travelocity several times and put on hold for a couple of hours the representatives finally found another hotel but this was only possible after insisting to them to solve our issue right away since reservation had been made days before. Customer service center calls are answered in another country and we had a very hard time understanding what they said. Very unpleasant experience, first and last time we use Travelocity. Very poor customer service.

    Anonymous 4/20/10 7:22PM

  • horrible...horrible experience..........

    need to amend a booking...been on hold for 3 hrs.........ad then when i finally get thru' the stupid person at the other end puts me on hold for another hour and then the phone gets cut.......so not only have i lost time.......but also money as i was calling from london

    Nita 4/20/10 3:25AM

  • they do not listen, they just repeat the same thing over. They cut you off.

    unbelievably negative experience!

    Anonymous 4/16/10 3:52PM

  • Ok so here I am planning a destination wedding for my fiance and I. And I was apparently stupid to book it through Travelocity. I booked my flight and an hour later received my iternary and it was wrong so i called, spent three hours on the phone on hold for most of it. Then I got someone who could not speak english. Now i am not prejustice but seriously if you are going to work for a company that deals with alot of people daily then please be able to speak the language of the person you are speaking with clearly!!! I couldn't understand what the rep was saying and when i asked her to get a supervisor for me she just continued to say that she was helping me as best as she could. So now that my intinerary has changed three times in the past month I am scared to even show up to the airport in fear that I dont really have tickets.. I will NEVER use this company again. And I wish there was someone that I could call and complain to and actually get some reassurance that my plans will be ok. But apparently no one really runs this company.. I really hope that they are out of business soon.

    nessaheick 4/6/10 7:31PM

  • As previously stated by other reporters, the seats I reserved on American flights through Travelocity were not sent on to the airline, and my family including small children ended up flighing stand - by! Even though I booked the tickets and got reserved seats on my confirmation in November 2009 for a trip in March 2010 because we have small children, we had to arrive at the airport in both directions much earlier than necessary to ensure we sat together.
    For a 10 day European vacation for 4 of us we only saved a couple of hundred dollars over the cost of flights and hotel.
    IT IS NOT WORTH THE HASSLE, DON'T FALL FOR IT!!

    Anonymous 3/27/10 10:03AM

  • DO NOT USE TRAVELOCITY!

    My family and I have traveled to Europe yearly since 2002. We have used various agencies to book our travel, but our 2010 trip was the first through Travelocity. It was a HORRIBLE experience!

    First issue was that I was presented with a seat map to select our seats (there were 5 in our party). The seats did not show on the final itenerary so I called and was told that seat assignments would not be available until 24 hours before the flight. This was new as NO OTHER of our previous European flights were like that. On Expedia, Orbitz or Delta, I was able to confirm seats at the time of booking.

    When I called 24 hours before our flight, I was told then that we would have to go to the airport to reserve our seats. When I asked about my previous calls, the agent could not find them until I pushed to talk to a supervisor and then he "suddenly" found them. I was on hold over 90 minutes and would not be transferred to a supervisor. I finally gave up - both on the call and on Travelocity. NEVER AGAIN!

    TravelIrv 3/14/10 2:51PM

  • Don't use travelocity! They refuse to fix their own clerical errors and demand you buy a new ticket! If you call to complain, they just put you on hold. I left my phone off hook for 8 hours and it remained on hold!

    Al 3/8/10 9:58AM

  • I would like anyone considering to use Travelocity to book a flight or anything to go else where. I called directly to talk to a rep so that there would be no mistakes for my vacation. I was WRONG!!!!! after being on the phone for 3 hours the flight that I thought I had scheduled and PAID for was not there. Looking at my statement I found that I had been charged for 3 different flights for the same day all leaving at different times from different airports. When I called to speak to someone again about the charges I was told that I did not have a reservation booked with them. I had a email in my had with my comformation number the electronic flight number every thing the woman told me that I did not have a flight with them and she doesnt know what those charges were for. REALLY your agent booked my flight or so I thought. I guess when they tell you that your going to fly out this day at this time and give them your credit card number thats not a guarentee. I sure thought it was. When I was talking to the woman about the fact that I had talked to someone who assisted me with my flight she asked me why I didnt just go online to book my flight. So sorry to bother you. So my trip I thought I was paying 600 dollars for some how turned into 2500 and no one there knows why that is. I found out later that my flight was booked through a different company. Thats why Travelocity did not show a record of my flight reservation. I wish some one could explain that to me I call this company to book my flight and they go through a different company and know one tells me that. Now I am in the web of going through 2 companies to find out if I was double if not triple booked on flights. On top of that Travelocity charged me 30 twice and know one there can explain that to me either. 24-48 hours my account should be credited my sixty dollars back. I didnt even use them for my reservation I thought I was but they went through a different company I guess thats a need to know bases and I am just the customer with the money and I dont need to know that they are using someone else to book my trip but charge me 60 dollars because. Save your self the heart ache and go some where else. ANYWHERE else they are scammers.

    KayteeBugg 3/5/10 9:53PM

  • DO NOT USE TRAVELOCITY IF YOU WANT TO GO ANYWHERE - TERRIBLE - FLIGHT SCHEDULE CHANGES ARE YOUR RESPONSIBILITY - THEY ARE NOT HELPFUL AND THEY DO NOT TAKE NOTES THAT MATCH THE CONVERSATION YOU HAVE WITH THEM -

    Anonymous 3/3/10 11:00AM

  • We had a flight cancellation due to an issue with the plane so that much is United's fault. I called travelocity to get rebooked and ended up on hold for a loooong time. Once I got through, I couldn't understand the person I was speaking with and was then again put on hold again only to be shoved off to the airline. They didn't do a damn thing. Why do they have that clause on the statement that you have to call them before making changes? I could have called the airline directly myself. So we spent 12 hours in an airport and it took 26 hours to get from the west coast to the east coast... and they couldn't even get me to the state I live in. I had to drive 3.5 hours home from Boston. That wasn't much of a deal.

    karen marie 2/24/10 10:33AM

  • It is clear that travelocity has contracted for its customer service with a country outside of the U.S. I struggle with this, not because I do not appreciate the rich diversity of other cultures, but because I have concerns about how this has taken jobs from people in my area of the U.S. This is also related to my complaints about their customer service.

    I had error in my flight booking that I did not discover until about a week after I booked the trip. The error was that instead of returning on 3/7, I would be returning on 4/7. I reviewed the flight arrival and departure dates, and somehow missed that the month was wrong, or, they somehow changed it after I entered it correctly. An understandable error. I didn't notice the error in my confirmation - my admin assistant actually found it when she was processing the travel reimbursement application. I don't think it was my fault that my return flight was scheduled one month later than the actual day on which I wanted to return - however, it may have been my fault.

    I've called 5 times, twice to agents, once to someone who could rebook my flight (I had to go through an agent), and once to a supervisor (I had to go through an agent). I'm still waiting for a call from a supervisor to tell me whether I was the one who made the mistake or if they made the mistake on their end.

    It was difficult to understand the representatives as I had the following annoyances: 1) Understanding the representative. They have accents that made it hard to understand who was charging me what fee and how much those fees would be if charged. 2) The scripts. They always started out on their script by saying, "If you told us within 24 hours we could have done something." If I'd realized my mistake right away, I would have - but I didn't. I tried to tell them I'd heard this when I called before they told me, but they would follow the script anyway. 3) They never deviated from the script to show me that they cared about me as a person. 4) I would have felt a lot better if they had said something like, lets see what I can do to help you. 5) If it was my fault, I know I have to pay for my mistake, but I would think that travelocity could go through its system to find me something better than "the difference in the cost of the flight (quoted as $700) and a rescheduling fee ($150)"

    I asked if they could hurry things along in their checking the "technology footprint" as my departure date is next week and my options for getting home on time get more expensive by the minute. I was told there was no "phone point of contact" - that they send e-mails, the e-mails are taken in the order that they are received. I was also told there was no one I could talk to on the phone with besides the supervisor.

    I don't know how this is going to work out - I'm sure it is not going to be good for me. I am going to speak with the airlines to see if they might be more flexible.

    mommawhoisdisappointed 2/24/10 10:32AM

  • I had booked airline tickets to fly from Indianapolis to Norfolk, VA and return. Although my return dates were flexible, I absolutely had to be in Norfolk by 9:00 AM on Saturday, Feb. 13, 2010. So, I booked for the day prior to allow myself extra time for weather delays, etc.

    And, as luck would have it, weather did cause severe delays and cancellations all weekend long. My flight connection in Newark, NJ was going to be missed, so I called Travelocity and explained the situation. They said to "work it out with the airline"; so, I did. Next the whole flight got canceled, so again I called Travelocity and was told, "work it out with the airline"; so, I did. Continental put me on a US Air flight going to another nearby city (Greenville, NC).

    Later that evening, that flight was canceled, too and it was announced that no other bookings would be issued until the following day. I was also told that the earliest time I would get to Norfolk, or Greenville, would be after 9:30 AM the following morning, which was too late for my appointment. So, I called Travelocity to get my money refunded to me only to find they had already canceled my reservation and confirmation number.

    Travelocity said they were not responsible for weather delays and cancellations and that all ticket sales are non-refundable. I reminded them that that stipulation was only valid if I canceled my own reservation, which I did not do. Then, they told me it was the airline's issue and I would have to get my refund from them. I tried that, but Continental said I purchased the ticket from Travelocity, so the refund was their burden.

    I called Travelocity back and they again, told me to work out any refund with the airline. So, I asked them to re-book me on a another flight, then. Their response was that because my reservation had been canceled, I would have to pay a new booking fee, which would amount to almost $1500, even though THEY were the ones who canceled my reservation, unbeknownst to me!

    awilber625 2/24/10 9:09AM

  • Never in all my life have I been sooo mad at any company. Prior to my experience of the last few days I thought Travelocity was great. The web site is good and easy to use. That was until I had to make a small change in my itinerary for one of my employees and got put on hold (to India) for hours. They kelp coming back on the phone and I would have to explain the whole thing again and again, then they would put me on hold for 45 minutes. I cant get off the phone because I have to make this change. After over two and a half hours...yes thats right...two and a half hours the said it was all set. So....the next day I went to check my Travelocity itinerary only to find out they cancelled the wrong guys flight. I called again to make a simple change of name...this was their fault. Guess what...two more hours plus some. They said it was all taken care of until the next day I look on the list and now the flight doesnt even show up at all! AARRGGGGG!! One more call, I get through to a person within five minutes. I tell the Indian girl that I had previously been placed on hold for hours. She appologizes and then...puts me on hold. I look at the clock and wait for 34 minutes then I think..."I will just call back again so I grab another phone and call and get right through to a guy. I tell him in plain slow, consise english not to put me on hold for any reason...he complies and a half an hour or so later my issue is resolved. ANY ONE WOULD BE NUTS TO EVEN TRY TRAVELOCITY IF YOU VALUE YOUR TIME AT ALL. They took six hours out of my life that I can never get back...all to make one small change.

    t james 2/19/10 6:11PM

  • after going through hell trying to rebook a package and the hr long waits with travelocity.. i finally booked a vacation! no thanks to travelocity! after demanding service or i'd complain to their head office (as if i can find any contact information to even made a complaint) now they cant find my package.. i leave in a week i haven't received my confirmation email...( i had booked the week before) so called agents are giving me attitude b/c i dared to be annoyed!
    i will never book with travelocity again! DONT EVER BOOK WITH TRAVELOCITY! THEY MAKE LIFE DIFFICULT NOT ANY EASIER...

    sm 2/16/10 8:29AM

  • I booked a hasty flight with Travelolocity , on arriving at my destiny realizing that I booked the wrong date tried to change it the agent was not very understanding. The rep for travelocity wanted to change a change fee of $500. Then the rep stated I can rebook for $900.00 that was crazy, I only paid $340 for round trip to Detroit. I contacted the airline they were must more understanding.

    Anonymous 2/11/10 5:06PM

  • Rented a PayLess car thru Trvelocity. The weekly rate of the car was accurate, but the estimate for taxes and fees was $45.92 and they ended up costing me $88.61. I was on hold for about an hour when I finally got to talk to someone. She was in the process of talking to her manager when the call was disconnected.

    jfprior 2/10/10 5:22PM

  • OMG.

    I've been on hold for an hour. The first time I called, I was connected with an operator in less than 5 minutes. My first problem was that I assumed too much. I assumed that the bookings calendar would automatically be set to the present month, so I booked my ticket, and when I went to confirm it in my e-mail, I was totally, shocked out of my life almost, to see that it was booked for the next month! So I called and the nice operator lady (I'm guessing she was from India?) confirmed that I would get a full refund with no cancellation fee with in 5-6 business days. So hopefully it goes the way she said, cause I can't afford to lose $769.90 over a slight mistake of the eyes. So now, I called back, because "supposedly" travelocity can't book tickets including infants under 2 years of age, and that you're suppose to call after making the booking to book the infant. So after I switched the dates and made sure it was all correct, I am now on hold, to add the infant to the ticket, and have been waiting for now over an hour. This is just so crazy to me! I can't believe the first time I had an awesome operator who thank goodness helped me out, but now it's like they're all sleeping on the job!

    randumb 2/10/10 7:12AM

  • I tried to book through website. Didn't make my reservation but charged me for than 300 twice. Then said would release charges, only to see them reappear 3 bus days later. Don't bother, i've waited over an hour on hole trying to get someone to understand plain English.

    Sb 2/9/10 5:05PM

  • Maybe the worst customer service (via phone)
    I have experienced.

    Tried several times to contact succeeded only once Placed on hold for up to 90 minutes. No system for telling you where you are in the que.

    When they finally answered it was as if I was interrupting them.

    God help anyone who may have to contact these folks in an emergency.

    jocko 2/4/10 9:40PM

  • This sort of customer service is exactly why we need a consumer protection agency. This sort of treatment should not be allowed. I just have a simple question regarding my itinerary and I've already been on hold for 35 minutes. Pathetic.

    snolan6970 2/2/10 8:45AM

  • First time booking a flight through Travelocity and I just found out that the customer service is just terrible. You can spend hours on call for just simple issues.

    Avoid this company, use Expedia or others instead.

    Anonymous 1/31/10 8:56AM

  • Worst customer service known to man and the trip insurance that they offer seems to be a "bait and switch" plan as it does not seem to cover anything. I would never again book a trip using this company. As has been noted in previous commnets all of their customer service reps are located in India and they seem either unwilling or unable to help you when a problem comes up that is not on their flow charted "answer/response" sheet....

    David H 1/26/10 12:13PM

  • I purchased a ticket and $200,000 medical, eval and repatriation insurance together, as the trip was not possible without insurance per the tour company I was joining in Cairo.

    The insurance confirmation did not come as promised, so I called and spoke with Tina at Travelocity on 1/21. I carefully explained several times that without the medical, evacuation and repatriation insurance, the airfare was not usable. They were purchased as a package on the website and had to be confirmed as a package or canceled. She was very secretive, so at one point, I asked what the big secret was that I could not know what the booking number or insurance details were. Eventually, she gave me a reference number and said she would be sending the coverage confirmation and details by email. I waited another 4 days and am now told there is no insurance and I can not cancel the airline portion of the trip. The VISA company was able to cancel the THREE insurance charges for the ONE insurance police purchase that does not exist (according to the insurance company). The original insurance charge was already canceled. If Travelocity was legit, why sell non-existent policies, then charge three or four times for them? There are more honorable ways to make money. Rene, supervisor in India, has just advised me that if I did not have proof of conversation with Tina, it didn't happen. You must record all Travelocity conversations for your protection. I would suggest going elsewhere, read other comments regarding their "poor" service.

    Shameonthem 1/25/10 4:28PM

  • Tonight, I booked a flight and hotel. I attempted to contact Travelocity to adjust the departure time. I first attempted to use their online feature. It was a dead link.

    I then tried to call them. I was on hold for 30 minutes the first time before I had to do something else. The second time 55 minutes, PRIOR to finding that any change to my reservation whatsoever was a $300 fee. BTW, their email "contact us" is setup to have a field state you have not completed the form correctly when all forms are complete. THANKS Travelocity - Great job. I sure hope the Amazing Race drops you. I couldn't rate the remaining items below, because I never was able to find anyone.

    pscary1 1/13/10 10:25PM

  • Long story but NEVER using them again - LESSON LEARNED. Do NOT trust their Best Price Guarantee - I sent them screen shots and iternari/TRIp ID # of those who booked the exact same flights after me and was still refused a refund.

    Anonymous 1/8/10 12:27PM

  • Those booking "Last Minute Packages" would be well served to know that if the AGENT makes a mistake and enters your name and information incorrectly you will NOT get a refund.

    You will only be offered a refund. Full story:

    http://www.futuregringo.com/index.php/2009/12/30/travelocity-last-minute-packages/

    James Van Dellen 12/30/09 1:43PM

  • Do not use Travelocity I got over charged by Travelocity for 120$. The charge was for an error in my flights. The told me that I was going to have a surcharge of 247$ but I got 367$ instead. All the documents (e-mails) after my changes made are for 247$ surcharge, but Travelocity now says that the 120$ fee that is more is their fee. But it does not figure on any papers that they sent me.

    They say that they will satisfy you when you use their services, but after the use ...

    DO NOT BOOK ANY FLIGHTS WITH TRAVELOCITY.

    Anonymous 12/29/09 4:27PM

  • Worst customer service ever. Could hardly understand the supervisor as all calls are out of India.

    Anonymous 12/18/09 5:02PM

  • BAD BAD BAD BAD is all that I can that I can NEVER AGAIN will I book any type of TRIP with them the air line changed my flight to a departure time that wont work for me, on the 22nd they promised to get me an answer in three days well 8 days later they never called me back so I started calling them what a JOKE to say the least now its two to three billing cycles to refund my money that SUCKS

    Robert D 11/30/09 2:17PM

  • when i changed my air tickets i was not told there would be a 70% penalty when i went to rebook the tickets. if i had been told that i would not have canceled them. it took almost a month to get them to agree to listen to the tape of the conversation, then they said they didnt have the tape. i have talked to 8 people including managers, they all sound like indian robots who read their computer screen and say you were told about the penalty. the worst customer service from a big company i have ever seen

    by666 11/12/09 6:24AM

  • I don't understand the policy plan that Travelocity has. It doesn't make any sense to the customer. You called with an issue and all they do is transfered you to another rep, which send you to another rep. They told to called the Insurance Provider and he said that I need to speak with the travel agent. I am very disappointed with the services. Nobody gives you a stright answer. I

    Anonymous 11/10/09 11:03AM

  • This is the third time I have tried to get this mattter corrected. The first two times I tried I was connected to service representatives who's english was not understandable. This last time I finally hung up after waiting for 20 minutes for someone to answer the call. I book a round trip flight to Anchorage around the first of October. I got sick on the 13th and had to cut my trip short to seek medical treatment for Dysentary. I tried to change flights with a travelocity representative twice the evening of the 14th and had no success. Their comprehension of the english language was either severely limited or they were trained to be conveniently obscure in their handling of my problem. I have used travelocity in the past with few or no problems. But the indifference of their handling of my problem will make me avoid using their service in the future if this is not handled to my satisfaction. My frustration in dealing with Travelocity drove me to book a return flight on NWA at a cost of $909.70. If their is anyone out their from travelocity that actually reveiws these complaints I would certainly appreciate the refund on the return flight or even better if they would cover the cost of my NWA flight. Bob Lansing

    Bob Lansing 11/2/09 9:40AM

  • I have now been on the phne for 39 minutes trying to figure out the procedures if any of how to cancel, move, or credit a flight due to flu like symptoms, possibly H1N1, and I cant get any answers. What a shame. I'm exhausted, tired, chilled, achy, all I want to do is go to bed, but I don't want the Department of Defense to have to suck up the cost of this ticket.

    josephcellini 10/27/09 6:51PM

  • I will never use this company again. Write, call, email, do whatever you want - all you are going to get is transferred to a call center in India where they will read a script to you.

    RippedOff 10/26/09 2:39PM

  • We purchased 2 airfare tickets from Travelocity with Airtran and our flight was posponed for 3 hours and then another 1:30 because of huricane Bill. After almost 5 hours of waiting the Airtran agent accepted our cancelation and gave us s refund receipt for 458.50. The problem is that we paid Travelocity with Amex and it's been 2 months and they are still telling us that the maoney are being processed. We spoke with Travelocity Customer Service for about 5 hours (total time) during this 2 months and their service is the worst I ever encountered. They barely speak and understend English. We filed a claim with Amex and a complaint with Better Business Bureau and I consider taking action on Twitter and youtube. This kind of service is unaceptebale in US

    FLAVIUS 10/23/09 6:57PM

  • Will never use TRAVELOCITY. They are interested only our $$ but NOT in providing CUSTOMER SERVICE. Was on hold for more than 1 hour.

    Mark 10/6/09 5:09AM

  • I will never use Travelocity again.
    Booked an airline ticket several weeks before I was to go.
    The airline Northwest and travelocity advertised lower fares using the same flight numbers.
    I called Travelocity and they would do nothing.

    djmagid 10/5/09 1:52PM

  • NEVER USE TRAVELOCITY!!!!! THEY CLAIM THEY WILL HELP YOU AND WHAT A SCAM THAT IS!! I BOOKED THE WRONG HOTEL BY MISTAKE AND AM NOW LOCKED IN AT A DIRTY,DISCUSTING HOTEL AND MY RESERVATION IS 4 MONTHS AWAY!!!! NEVER AGAIN WILL I USE SUCH A LOUSY COMPANY THAT DOESN'T CARE ABOUT CUSTOMER SERVICE AND TO BOOT, THEY DON'T SPEAK ENGLISH!!!!!!!

    UNSATISFIED!!! 10/1/09 8:56AM

  • I will never use Travelocity again! They say they back up/ guarantee but in reality they just blame the airline and charge double for changes! Do NOT use they do not help you but say repeatedly..."it's the airline not us". What is the point of using them if they offer no protection?'

    Anonymous 9/23/09 7:37PM

  • I made the mistake of trying to rent a car through Travelocity. I made the reservation and at the end of the process, I was instructed to click on "$20 Cash Rebate". I did so and found that the web site I was directed to was "down". I called Travelocity Customer Service and told them. When the agent couldn't help me, I asked for the supervisor. THAT IS WHEN THE LINE WENT DEAD. I called again and was told that the rebate was not through Travocity, but through another company and I was to call them. SAVE TIME, AGGREVATION, AND BOOK CARS DIRECT.....This was a time waste miserable experience.

    Anonymous 9/11/09 11:41AM

  • I booked a trip thru Sam' Club to Disney World--first big mistake--offered a package deal--wrong??? Flight and rooms were thru Travelocity-worst rooms at the resort--worst seats on the plane-also Sam's Club doesn't tell you there is a seperate charge in the package for the airline tixs. Never again--never again for Disney--all of it is a RIP! Thousands of dollars wasted!!!

    Anonymous 8/15/09 3:25PM

  • They have simply raised the bar for poor service. I followed the instructions given in their email after I made my trip plans and paid for them. There was a problem during the trip and I was told that I should have ignored their instructions and I should contac the individual carrier directly myself. They simply refused to help me.

    Anonymous 8/9/09 7:30PM

  • This was the worst experience that I have ever had booking flights. Twice I tried to book them online and after my information was entered, it would say that an error had occurred. I had to call twice to verify that my credit card had not been charged, however that is to be seen. The third time, I called, I had no idea what the operator was saying on the other end, I had to hang up and call back a fourth time. This girl was somewhat better at her English, but still very difficult to understand. She charged me an additional $75 to key the info into the computer. She then came up with a price almost $300.00 more than their website quoted. She argued with me for fifteen minutes that the price was correct. After I refused to back down, then she came up with the price that I told her it should have been. This ordeal took a total of four hours. This was ridiculous!!!

    Anonymous 8/7/09 9:45PM

  • I tried for over two hours last night to make a reservation. I then contacted travelocity and waited for 10 minutes. Then I got two Incidans whom I couldn't understand and now I still don't know if I have a reservation. I have now been on the computer trying to check for my reservation for almost two hrs, have TRIED to contact customer srvice online. NOTHING. I will NRVER use Travelocity. You need to do something about your service.

    Anonymous 7/9/09 1:45PM

  • I work at a hotel here in colorado and I just wanted to let everyone know that travelocity is a huge scam! they put you in the cheapest rooms in our hotel and 9 times out of 10 you will have a better rate booking your room through the hotel directly. What they do is charge you more than get the cheapest room at one of our hotels and then they make commission of of you! Often the credit card that travelocity gives us declines and guest's lose out on hundreds of dollars! Why? Because if you call the costumer care line given above you will be on hold for hours! no one ever answers! It is so annoying getting reservations from travelocity because i know that more than likely this company is going to mess something up and I at the front desk will end up getting yelled at by the VERY angry guest who booked their vacation through them! DO NOT USE THEM

    Anonymous 7/1/09 3:09PM

  • worst service ever in the history of Airline services. I had tried to call them for 4 hours but they keep transfering me. I give up and lost my $900 US dollars

    binu5 6/30/09 7:07PM

  • Terrible, horrible, pathetic, and unreliable company. I’ll never ever go through them again. I reserved a package with them last year, and we tried to make some changes. They gave us credit for the airlines supposedly good for a year. This year we tried to use the credit they said they will refund the amount minus $200 dollars for some kind of service. I’ve been waiting for over 3 weeks without hearing a word. When I call they don’t answer…………Now I’m stuck can’t reserve a vacation because I don’t know if I’ll get my money back or not. I call and I’m on hold for over 40 minutes no one answers…………..DO NOT GO THROUGH THEM!
    Very upset customer from Oklahoma City, OK

    babraham 5/26/09 8:14AM

  • Terrible wait on rep to answer phone, this is pathetic.

    Anonymous 5/17/09 8:07PM

  • Unfortunately my experience with Travelocity was disappointing. I had booked a flight on-line only to get an e-mail requesting to call customer service. When I got in contact with a Travelocity agent I was informed that there was a discrepency in the connecting flights at one of the airports. (Lay over regulations require a 30 minute interval between flights, my connecting flight had a lay over of 24 minutes) Due to their error the only option they could offer was to cancel the existing reservation and produce an entirely new one. In addtion, they were not going to honor the price from my original itinerary and would have me pay the difference in cost, which is unacceptable because that was not an error on my part, but theirs. All the while Travelocity continues to give me the run around saying that it was the verification process on my credit card-- stating that the address didn't match my billing address, then it was the misconnecting flight. Although, Travelocity attempted to find another flight - they said there was no other option they could offer me, except to cancel and create an enitrely new reservation. Back to square one. So, I canceled the reservation and now am looking for buisness else where. The time to correct a problem that wasn't even my own was not worth it and Travelocity should get there act together for a more satisfactory experience for customers overall. I would not recommend Travelocity to anyone.

    Anonymous 5/2/09 3:19PM

  • you MUST WANT TO DISCORAGE people from calling ....that is the ONLY reason you would choose hold mucic as HORRIBLE AS YOU HAVE....HIDIOUS!!!!!

    Tina 2/25/09 2:58PM

  • Submit your comment >>
  • I just called Travelocity and had no problems at all. They were fast and courtious.I guess I got lucky.

    Anonymous 6/8/10 8:54PM

  • I actually just called their customer service and a nice lady with very decent english was able to help me out within 3 min. Was holding only for about 5 min maybe which is normal.
    Reading all the reviews, I guess I was lucky... ))) My problem in fact was not complicated at all, so maybe that's why it was resolved easily.

    Imperator 11/28/09 10:25AM



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