6/30/2008

Utmost Frustration!

It is with utmost disappointment that I'm writing this letter to travelocity. It is even more disappointing since I've been a loyal travelocity customer and a VIP member for a while. I have reiterated this story to so many travelocity customer care agents so many times that it makes me very annoyed to have to write it down one more time. But I have to and I'm hoping that someone will take charge and accountability for this matter as I've been bounced around so many times that I'm getting to ultimate frustration with your customer care agents. To start with my trip ID is 6813 0578 7190 I booked my ticket from Seattle to San Francisco for June 27-Jul 6 originally and I paid $206 for a Virgin America flight. A week before my flight I decided to make changes to the time of my flight and I called travelocity. They told me that it will be a $140 charge difference and I agreed and provided my credit card information. I was put on hold for half an hour so that travelocity agent could confirm the change with the airline, after half an hour they told me that the change is confirmed and I'm good to go. 24 hours later I got an email from travelocity saying that my ticket was not confirmed by the airline, so I called back and after a 2 hour conversation they told me that the ticket prices have gone up and now I have to pay even more to make the change to my ticket. I asked travelocity to not make any changes and just give me my original ticket back and to my surprise they mentioned that my original ticket was canceled!!! I do not understand why you would cancel a ticket before being able to confirm a new ticket for your customers!!! This is not acceptable! So after staying on the phone for a couple of hours they went ahead and made the change and confirmed it with the airline again and ASSURED me that this time it will go through and everything is all taken care of. I agreed that my credit card will be charged for the fair difference. A day later I get another email saying that my ticket was not confirmed by the airline, so I call travelocity again and this time they tell me that there is some problems with the credit card, so I provide all the details one more time and they tell me that the ticket is good to go and again they put me on hold to confirm with the airline. I was ASSURED that the ticket was confirmed and everything is good to go. My flight is the next day and I arrive at the airport at 6 am since my flight is at 7:15 am. Virgin America searches for my ticket for half an hour and after not being able to find my ticket I call travelocity to get my airline confirmation code. They pulled up my reservation and right there it said " CANCELED"!!!! The airline informed me that travelocity had canceled my ticket!!!!!!!!!!!!! I asked travelocity why they would cancel my ticket and not let me know and they said, sorry we didn't even know until just now!!! So I'm at the airport and it's 6:45 am and I HAVE to get on that flight. My only option was to purchase a ticket right there at the airport and I ended up paying $224 for a one way ticket to San Francisco. After arriving in San Francisco I call travelocity and ask to speak with a supervisor who was not really able to help me except to offer me to re-issue my ticket for the return. I told them that I DO NOT TRUST THEM anymore, and even if they tell me that they re-issued my ticket and it's all confirmed and good to go that I actually will have a ticket when I get to the airport. So I asked them to just cancel my ticket and not bother!!! So now, not only I paid $206 for my original ticket + I had to pay $224 for my flight to San Francisco, but I also have to purchase a separate ticket to fly back to Seattle. This is not acceptable and I hope someone in travelocity will take responsibility and accountability for this matter and will reimburse me for all the damage they've caused me! I hope you make all the effort to compensate your VIP customer for what I have gone through as per your own statement: At Travelocity... ...our commitment to you is that everything about your booking will be right, or we'll work with our partners to make it right , right away.