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Travelocity

Customer Service Ratings and Comments

Travelocity is ranked #209 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 21.22 out of a possible 200. This score rates Travelocity customer service and customer support as Terrible.

NEGATIVE Comments

44 Negative Comments out of 45 Total Comments is 97.78%.

POSITIVE Comments

1 Positive Comment out of 45 Total Comments is 2.22%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating
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  • 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 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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