Complaint Review: Travelocity

I went thru the motions of making reservations, understanding the policy completely. I hit the button to confirm and place my order. The next screen informed me that there was no flight and I should refer to a 12 digit ID number. I had no ID#. I went back through all of the pages (screens) throughout the reservation process; no ID#.

I immediately called the Customer Service number, spoke to a lady called Hannah. She took my VISA number and confirmed no charge had been made and no reservation had been made with Travelocity. She assured me there would be no problem; to call back if there was a charge and it would be refunded.

Now, when you sign up on Yahoo Travelocity, they make you open an email account. So I did. That comes into play later.

Well, I did get a charge. So I called, like Hannah said. It's like it's another planet. They have no record of my call to Hannah. Now all they do is refer to their policy. Now they say I had 24 hours to check that email they made me set up and file any complaint at that time. Well, of course I did not check for any confirmation on that stupid email because Hannah had assured me there was no reservation made and no charge made. Why would I check this email?

In talking with the same 888 number, they now say there is no record of Hannah and my money is non-refundable. Now keep in mind, had it all gone through, I didn't want a refund. I wanted to go on my trip. I can use this ticket at a different time, but the cost is $100 more!

The problem is that I made no mistake. I didn't change my mind. I didn't want to change a ticket. Their website screwed up and behind the scenes, I was charged in error. I just want them to reverse the error. They say they cannot do that because I didn't respond to the email. But I had no reason to check the email; Hannah told me there was no reservation or charge.

This is theft; a fraudulent charge. Every company in the world has a way to reverse their errors. But they are blaming me because it isn't "documented'. Well, I have the person, date and time of my call, but they are denying it! They assure me that my call to them is fully documented, but how can I trust it when Hannah's was documented. And we are talking India.

There should be an investigation. I am a senior and live on Social Security. Every dollar counts. I was prepared to purchase the ticket with no refund, but I was told I had no reservation. In fact, Hannah even went so far as to say, "Do you want to make your reservation through me?" Thank God I didn't because then I would have two tickets I couldn't use.

I since made reservations with Southwest and cannot use the ticket I made through Travelocity. I made those reservations because Travelocity told me there were no reservations made that fateful night!

Mary
Agoura Hills, California
U.S.A.