Don’t do it! DON’T DO IT! Don’t book that flight with Travelocity!
It’s been a couple of months, but I finally gave up with Travelocity. They messed up my vacation last year and I’ve been waiting for some sort of resolution afterwards, but have received none. Well, here’s the story:
I booked a trip to Canada on Travelocity. A month before the trip, I got an e-mail from them saying that one of the flights got cancelled and we had to re-book. Re-booking had us changing our whole itinerary which forced us to transfer in Detroit, something which I was trying to avoid. They blamed Korean Air for the cancelled flight. I trusted the customer service representative on the phone, a heavily-accented man named “Allen,” and went along with it.
Had a decent flight to Canada but really didn’t enjoy my lengthy stay in Detroit International. There’s a couple of jokes about Detroit that could be made, but we should all just move on.
The day before my trip back to Seoul, I decided to check my iPhone app which tracks my flights. I noticed that the last flight of my itinerary (on Asiana) was missing. This was odd because it’s the day before my flight and I didn’t receive any messages from Travelocity. I decided to call customer service, and lo and behold, I get to speak with “Allen” again. After being on hold several times, he tells me that Asiana cancelled the flight and I had to stay overnight in Tokyo to catch the next flight. And since I would be staying the night, I had to book a hotel, but I shouldn’t worry because since Asiana cancelled the flight, they would be covering my expenses no problem. Actually, I was more annoyed that I was missing a day at work and that I was told about the cancelled flight just a day ahead. Still, I went along with “Allen” since they already had my money (“No refunds!”) and I really had no choice at the moment.
I arrived in Tokyo and went to the Asiana kiosk. The representative looked at the records of their correspondence with Travelocity and it showed that they repeatedly tried to confirm the booking with Travelocity but for some reason Travelocity just simply didn’t respond to them. The flight wasn’t cancelled, Travelocity just didn’t confirm my booking either due to ignorance or ineptitude. So I was forced to stay in a hotel because it was too late to get in the flight. And since Asiana didn’t drop the ball and they have proof that it was indeed Travelocity that caused the problems, I should settle my hotel bill with them.
I stayed in the most boring hotel in Tokyo. Roomy but boring, nothing around but a 7-Eleven, the airport, and other airport hotels.
The next day, I arrived in Seoul and sent a message to Travelocity recounting the incident along with the proof Asiana agents gave me. I also requested for compensation for grievance and missing a day at work. I got a message saying that I should send my complaint to another Travelocity address.
I sent my complaint to the other address, and then I got a canned response saying my business was valuable and that they’re looking into it. In the meantime, I should send my complaint to the address I sent my first message to. I did and I waited. A month later, I asked for a follow-up and I got a canned response. No explanation, nothing.
Last week, I sent another message and here’s part of the response I got from a customer service rep named Elroy Lobo, probably a bot:
“Please be advised that we have made a sincere effort to address the issues brought to our attention. We assure you that no attempt was made to trivialize or disregard your comments and observations. While we understand your position, we feel that our resolution was fair and equitable.”
WHAT RESOLUTION? WHAT WAS FAIR AND EQUITABLE?
I could be angrier, but weeks have passed since the incident and I only lost a couple of hundred dollars. I’ve read horror stories online of people losing thousands, and not just normal trips, but significant trips like honey moons or group vacations. It makes me wonder however if that is standard operating procedure for Travelocity. Mess up people’s flights, have them send their complaints to various addresses for weeks, then finally have them give up as their tempers cool. It’s actually funny how the Better Business Bureau has Travelocity at an A+ rating when thousands of stories online are more horrible than mine. It’s probably because ratings and reviews have to be vetted not only by BBB but the business itself… which kinda makes the review process worthless.
In any case. Don’t do it. Save yourself the hassle and don’t book with Travelocity. Elroy Lobo, I know you don’t exist. I hope you catch a computer virus. And to all the “Allen”s I talked to, I hope you’re proud of what your doing, messing up people’s vacations and making First World life just a tad bit miserable.
Each time I have spare time, I try hard not to crank call “Allen” and make his life miserable, and for that, I feel like a saint. Living a good life is the best revenge, but annoying the heck out of “Allen” would really hit the spot right now.