TRAVELOCITY MY EXPERIENCE WITH TRAVELOCITY Dallas Texas
My Experience with Travelocity.
During the return trip to Miami, after a mandatory evacuation from our home in Cutler Bay, Florida due to Hurricane Irma, I booked 3 rooms for my family traveling in 3 cars with our 91 year old mother, a baby and pets. We were fatigued and wanted to get some sleep. Getting through to reservations was fast and efficient. When I booked the 3 rooms the agent explained the no penalty cancellation policy should I need to cancel within the no penalty window.
When the Hotel called and asked me if I was confirming my reservation, I replied yes, that with any luck we hope to be there in about 5 hours.
Deteriorating road and traffic conditions and fuel availability issues made it apparent that we would not make the first reservation. We were still desperate for a break, so I called Travelocity back and asked the agent to change our reservation to the following day. This agent was happy to reserve the 3 rooms for the following day, but stated he could not help me with the cancellation and gave me a different number to call in order to cancell the first reservation.
Immediately after finishing with the 2nd reservation I thanked the agent and called the number he gave me to cancel, well with-in the window. The voice-mail put me on hold and for over 45 minutes I heard repeated recordings apologizing for the inconvenience due to the high volume of calls. This happened repeatedly. We continued moving as much as possible and when it became apparent that we could not get to the 2nd reservation either I continued my efforts to get through to Cancellations, Only now I was trying to cancel reservation number 2 also and still, repeatedly, I could not get through. The best I could get from Travelocity were recordings apologizing for the inconvenience due to high call volume.
When I finally was able to get through I was told my call was outside the window and that I was tagged as a no-show and would be responsible for payment.
I desputed the charge with American Express. Travelocity has refused to issue a refund.
I will litigate. My phone records will support my efforts while dealing with the conditions of the day.