Aug 29, 2011 03:29 PM
3160 Views
Travelocity's website includes the Travelocity Customer's Bill of Rights. Right 6 is "You have the right to speak with someone and get help anytime." In my experience, Travelocity does not live up to this promise.
I was initially surprised and pleased when a customer service representative promised to call me back within 24 hours to resolve a problem with my ticket. You can imagine how my pleasure turned to annoyance when the 24 hours passed without any contact from Travelocity, neither by phone nor email.
I contacted Travelocity again and finally spoke to someone who promised to get back to me within 12 hours. This time I gave my phone number(in Japan), my email, and my spouse's phone number in the U.S.(just in case the Travelocity agent was unable to dial an international number). You'd think that after the first promise I'd be more wary of such "I'll get back to you" promises, but no, like the gullible fool I am, I believed the agent and sat around my home for 12 hours, bags packed and ready to go, waiting.
No call. No email. Nothing. Not to me in Japan, nor to my spouse in America.
I finally bought another ticket through another booking company. Shortly after this, a Travelocity agent did indeed call my number in Japan. He apologized and promised to look into recompense for my troubles. A measure of respect for the company started to creep back into my heart.
That was the last I heard from Travelocity.
My phone bill came last week. I spent over$200 on 19 international calls to Travelocity, with over 20 hours of calling(mostly on hold) in just 5 days. Ouch.
I will not be using Travelocity again.
