I would like to warn everyone here - DO NOT USE TRAVELOCITY for any of your trips!!!
Share this with your friends to make them aware. TRAVELOCITY is a bunch of SCAMMERS!!!
It is a long story, but after reading it you may save yourself a huge headache in the future by avoiding this agency and booking your trips directly with the airlines, no matter which one you choose to fly.
I just went through a horrible experience with TRAVELOCITY. I booked a trip through their website on 11/9/12 and 2 weeks later on 11/25/12 I received an email notifying me that one of my flights has been changed by the airline, I no longer have valid connection times, and I need contact Travelocity to make changes to my itinerary.
First, I need to mention that my flights were through Delta and Aeroflot (Russian airlines). Delta made a change to one of their flights.
Here the horror story begins:
I called Travelocity right away and asked them to provide options for me in order to resolve this issue with my connection times.
First of all, when you call this agency you have to talk to someone in India (I am not kidding) who has no idea what customer service is, nor cares, and doesn't want to deal with your itinerary problems.
On 11/25 I spent 40 min on the phone with Travelocity, mostly on hold because they were "trying to reach" the airlines. The Travelocity agent told me that they cannot reach the airlines and they will call me back later after they do so.
NO ONE calls back from this agency - period.
I contacted them again on Monday 11/26 explaining my situation and going through the same process of being on hold for another 40 min without any positive results. And again I was told that Travelocity will call me back as soon as they reach the airline company and find an acceptable connection for me. No one called back...
Here I started to wonder if I will be able to resolve this issue. Since the change was done by Delta, I called Delta hoping for a solution. Unfortunately Delta informed me that the tickets were not issued by Delta airlines and they cannot make any changes to my tickets; they can offer a new connection flight, but the actual change has to be done through Travelocity.
I looked up my credit card charges and found out that my tickets were issued by Aeroflot. I called Aeroflot (here speaking Russian came in very handy) and explained my situation. The agent from Aeroflot looked up my itinerary and told me that it is possible to make changes to my flights, but it has to be done by Travelocity since I booked through them, even though Aeroflot issued tickets.
Here I am calling Travelocity again....as you can guess without any positive outcome.
11/28 and 11/29 I spent another 2 hours total trying to get through the concrete wall of Travelocity customer service. No success. They just cannot reach the airlines to verify new flight options - you've gotta be kidding me! I call Delta, call Aeroflot and get a hold of them without any problems and Travelocity agent cannot reach them?
I reached out to Travelocity via their FB page hoping to find help there. What a joke!
Some Travelocity lady named Elaine, who responds to negative posts on their FB page gives me the e-mail address (firstname.lastname@example.org) to contact them and assures you that you will be helped with itinerary problems.
Her words: "This team was created specifically to address the needs and concerns of our Facebook community and is comprised of Sr. associates eager to help."
Needless to say - another SCAM from Travelocity! No help from them either!
I called Delta explaining the whole situation and my frustrations with Travelocity and BEGGING for help. The lady from Delta was kind enough to call Travelocity herself through their contact numbers and connected me on the same phone call. The Travelocity agent was given flight options by Delta to fix my itinerary issues. I was more than happy with the provided options and agreed to the changes. Here, I thought, was the happy ending....
The Travelocity agent verifies with me my new itinerary and tells me that they now have to reach Aeroflot to make changes to the actual tickets for the agreed itinerary since the tickets were issued by Aeroflot. I was on hold for 1 hour 30 min waiting for the Travelocity agent to reach Aeroflot. She didn't reach them....she was trying to call the Aeroflot office in Russia, but due to the time difference of 10 hours that office was closed and I needed to call Travelocity back when the Russian office opens the next day. I almost lost it.....but told her to call the US based Aeroflot office; she replied - this is the only number I have...
I hung up and called the Aeroflot office in Washington DC explaining what a circus I am dealing with and BEGGING for help again. The Aeroflot customer service representative from Washington DC tells me that the office in New York has all authorizations to make any changes to the tickets and Travelocity must call them instead of calling the office in Russia.
I was back to my daily routine - calling Travelocity AGAIN...
After being on hold for 2 hours this time (I am not kidding), the Travelocity agent tells me that they have reached the Aeroflot office in the US and they can make changes to my tickets.
Hallelujah!!!! It takes me 3 minutes to reach any airline company and it takes 2 hours for the Travelocity agent...
Honestly, I was ready to report Travelocity to the Better Business Bureau; not sure I would win, but at least to make a point. I had much more than enough...
So, 6 days later, about 9 hours worth of phone calls (mostly of which being on hold), and who knows how many nerve cells lost I have new tickets.
3 out of 4 flights operated by Delta, but the tickets were issued by Aeroflot - go figure...
I pray I won't run into some issues while traveling.
And the final drop - after changes have been done, Travelocity agent told me that he sent e-mail confirmation with new itinerary to my e-mail address. I asked him to don't disconnect until I receive email from him - I no longer trusted anyone there. He waited about 2 minutes and hung up - I never recieved email. After he hung up I rushed to the Travelocity website to look if I can see changes there. Thank goodness I could see it there...
I needed a tissue after I printed out my new itinerary.
This trip was booked to surprise my Dad on his 70th birthday. I lost my Mom back in May 2012?. My Dad still lives in Russia by himself now (I live in the States), and he turns 70 this January/. I really hate to leave him alone on this day and I booked this trip to go there with my daughter, Audrey, and surprise him:.
A huge thanks To Delta who helped out and got a hold of the worthless Travelocity agents/. This is the 2nd time I am traveling Delta this year and Delta had my back both times,. (1st time it was completely different story)..
Book your tickets with airlines DIRECTLY/. Avoid travel agencies such as Travelocity". I haven't had to deal with Orbitz, Kayak and so on, but I wouldn't be surprised if they have the same customer service as Travelocity does - as in non-existent!
This was my 1st and last time booking trips through Travelocity and I no longer will use any other travel agencies. 2f63ee7