Travelocity

Dear Travelocity Customer Service,

On Saturday 7/10, my wife booked a one way flight with you on U.S. Airways from Phoenix to Chicago O’Hare. Th intended departure date was 7/21. My son is in the Marines but has received orders to report to Okinawa Japan in August. My wife completed the transaction on line but when the confirmation came through, the departure date defaulted to Dec. 17th.. When my wife called your customer service about the incorrect date she was told that there was a $180 fee to change the date. This fee is more than what we were charged for the ticket. We were basically given the choice to pay the change fee or use or lose the ticket on the Dec.17th date. So now I have a ticket with my son’s name on it for Dec 17th and it can’t be used because he will be in Japan. Is there anything that can be done here?
Thank you for your time,
Sincerely,
Kevin Campbell
camp1981@aol.com

I can not get checked in with the password of DQFVADg (AirTran
Airlines] nor my check in code of MC!TnD. My flight is 234.
Please email me where I can locate the checkin.
Thank You,
Mary Estella Alston
My phone number is 229-234-5016

Dear Customer Service -

Why can I get a better deal on your flights with a service like http://www.offers.com/travelocity/ than I can on your own website?

Please remove me from your E-Mail list and do not use this anymore as I have deleted all travel and member ship with your company and no longer able to fly or leave my city as my health has greatly deferred me from any future travel. Thank you Bernard Hartman, 1-30-2011.

My husband and I booked a Celebrity Summit (3/11/11)cruise through you. When we called last week to ask if any upgrades were available we were told by one of your agents that we could get a Concierge class stateroom Guarantee for the same price as our very nicely placed Veranda room as the latter was “in demand”.
We demurred at first and then called back to agree. The change was made and THEN we were told that it would be an additional $60. Of course, the original room had been rebooked. No record made at Travelocity’s end of this pro bono offer and despite the fact that a roomful of people were party to this proposal here, your agent denied that it ever took place. Now my husband (who happens to be a pretty well known trial attorney in NY) had run out of patience trying to deal with this situation and just gave the agent his credit card and an admonishment to me to not book through Travelocity again and have fun Tweeting about this, CruiseCritic and Facebook, too. I thought of contacting you first before anything dire was done as I had been previously delighted with my Travelocity dealings before.
With thanks for looking into this,
Barbara Ruderman
BOOKED UNDER barrymr@mac.com

My name is Sharon Turban.  Today, Friday, June 17th I purchased a roundtrip flight to Ft. Myers from Chicago.  My email address is incorrect.  The correct address is turbantwo@aol.com.  My cell phone number is also incorrect. The correct number is 847-204-9234.  Please correct these errors.  Thank you!  Sharon M. Turban

Dear Travelocity,
 
I purchased two round trip tickets for my wife and me to travel from Pittsburgh to San Francisco from your website, and I am extremely sorry I did.
 
The problem began when your website had automatically checked the insurance option.  I did not consciously choose it. This was a well thought out revenue enhancement scheme on your company’s part.  When I caught it, I found you also have other things in place to support this in case somebody catches it as I did. I explained each of these below.
 
When I noticed an additional charge on my credit card, I called your office. When connected, I was routed to your outsourced office in India.  The representative could not tell me the details of the insurance, so we agreed I would look into it and call back. I later learned that he dishonestly logged that I had agreed to keep the insurance.   
 
When I called back a few days later as the representative and I had agreed on, I was again routed to your overseas office.  This time the representative was adamant that I had broken a three day rule.  I told him your representative never told me about the three day rule.  This was obviously another setup to make sure I would be stuck with the dubious purchase. From here it just got worse.
 
I called back and asked to speak to the US office.  When I got the US office, the US representative wanted to help me delete the insurance option, but I she wanted a policy insurance number. I agreed to look this up and call back, which I did.
 
When I called back, I again got the US office.  The representative again asked for the number and couldn’t believe I wasn’t given one.  She checked the e-mail and found that I indeed had not been given one (another step in your scheme).  She suggested I send an e-mail to the consumer relations office, which I did.
 
When I wrote to the consumer relations office, yet another step in your scheme appeared.  They, the folks in your outsourced office, replied with a poorly written e-mail full of sentence fragments, missing commas, and oddly placed coordinating conjunctions.  Worse yet, it was a cut and paste job from a form letter.  The real problem was that the letter claimed the insurance could not be cancelled because I am not a US resident. I am a prior military serviceman who lives in Indiana Pennsylvania.  The only nonresident is your outsourced staff.  The letter also said a refund could not be processed because I had not finished my trip.  Please recall that your outsourced office refused to help me because I, although I had not yet begun, had not called in within three days.  I realized at this point that this was circuitous game that would never end, and that was exactly what your company intended.
 
 
Furious with this letter, I called back again. Again I was sent to your overseas office. Realizing that no good could come from talking to your overseas office, I asked to be transferred to the US office.  The Indian representative thought it would be funny to put me on hold for 48 minutes. He won. I closed the call after 48 minutes.  I called back and asked again for the number of the US office. I was told he did not have one, so I asked to be transferred.  He thought it would be funny to transfer me to a Spanish speaking line. It’s nice that your overseas office enjoys their work, but I am not amused. I hung up and called back.
 
When I called back, I again reached the overseas office, so I asked to speak to a supervisor.  The supervisor transferred me to the US office.  I was told there was nothing your US office could do.  I then asked for a copy of the policy that was forced upon me.  The US office could not provide one, but the representative gave me the number of the insurance office. 
 
When I called the insurance office, the last part of the game continued to play out.  I asked the representative to cancel the policy. She was very nice and helpful, but she explained she could not. I then asked for my policy number and a copy of my policy.  She told me she was unable to give me either.  Very well played Travelocity; very well played.
 
If you have read this far, you can see a serious of events that your company has allowed to happen or more likely put in place:
 
You created a website that auto clicked an option to trick unsuspecting customers into accepting the insurance option
 
You put an Indian office in charge of the customer service for your US based company.  The Indian representatives work very hard to keep control of things there (and amuse themselves).  When they do, they do a horrible job.  They instructed me to call back, and when I did they posed a rule to trap me.  When I inquired further, they decided to play games to frustrate me to the point I would give up.  Well, that last part is not happening.
 
You allowed the Indian office to field your customer complaint e-mails.  The result was that they could play even more games. It’s a case of putting the fox in charge of the hen house. 
 
You made sure I would not be given the policy number so I could cancel the policy or the policy so I could use it in the event I needed it.
 
 
Despite the games you put in place which are just morally wrong, your office owes me a refund for the following reasons:
 
I did not consciously purchase this option.
 
Your representative misrepresented the procedure to pursue a refund.
 
I was not given a policy number for the insurance when I purchased it, nor was I given a policy number or a copy of the policy when I asked for one. Thus, I was charged for something I never actually received.
 
Please understand that I hope we can come to a resolution about this. If we cannot, however, I will dispute this charge with my credit card company.  I will also choose never to purchase another ticket from your company.
 
 
Regards,
 
Dr. John R. Baker

I would like to have Kansas City deleted from the destinations you are watching for us.  When I tried to log on to do this, I discovered that my password is our OLD e-mail address, and I couldn’t log on.  Our new e-mail is graffics@gmail:disqus .com.  (We have received forwarded messages for a year or more).  You could change my password to the new e-mail.  Let me know if this is OK.  Janet Graff
(I do not think you should publish requests such as this for everyone to read.  It is just for you to make a correction)