Travelocity ripoff Dishonesty and unprofessional: booked wrong cruise: date, ship and trip; failed to correct it; were unable to maintain "customary" client relations; took 24 hours to respond when called; did not sent trip confirmation and billed for it Southlake Texas
This is an e-mail messge that has being sent to the Travelocity Employees who were "helping us" over the 24 hour period and resulting in ruining my vaction plans.
Leslie Soy, Deb McGuire, Michelle, Michelle Johnson, Kim Tamber
Who ever else it may concern.
We are very upset customers because my Wife now has been put in a bad position of not having travel plans for her vacation on July 24th and is trying to get a new booking for July 24th through someone else. It would appear that you purposefully delayed giving us a response which would benefit you because it puts us in this difficult position.
This is a follow up and acknowledgment of our discussion with Leslie Soy with Travelocity on July 20th.
At approximately 6:30 PM EST Leslie Soy after two days of being delayed, stated that Travelocity was unable confirm our booking for July 24th - 31st cruise 7-Night Western Caribbean (Miami Round-Trip) Cruise on the Navigator of the Seas for $ 1099.00 including flights for a total of $3,204.98. We had scheduled the trip and never received a confirmation when calling to inquire
as to why we had not received the confirmation the record associated with the confirmation number we were given had the wrong dates which were in August associated with it. Even at this time we have still never received the confirmation. The booking was for July 24th - 31st.
After two days of talking with 4 - 5 different people not getting the error resolved and getting the run around, waiting on hold for hours and being unable to receive a confirmation for the July 24th - 31st cruise we attempted to book we will be going elsewhere and do not wish to book this cruise. The confirmation number #1461800 and the record associated with it was not the correct one and are is not valid we never requested a cruise for August. We have notified the credit card company of the issue.
We will not be doing business with you any longer."
On July 20th, 2004 about 7:00pm about half an hour after finishing conversations with cutomer support from unfriendly travel bureau, I had:
1. my charges disputed with my credit card(travelocity did not consider reversing wrongdoing)
2. and cruise booked and confirmation sent properly with ...Expedia.com
Barbara
Troy, Michigan
U.S.A.
1 Updates & Rebuttals
Barbara
Troy,Michigan,
U.S.A.
This is a prior email fax - they repeatedly delayed resolving the issue so that we got closer to the departure date and would have a more difficult time finding other options
#2Author of original report
Wed, July 21, 2004
CC: Sabre Holdings Corporation Southlake, TX 76092
Michelle Peluso Senior Vice President and President and Chief Executive
Officer Sam Gilliland President and Chief executive officer of Sabre Holdings
Dear Sirs and Madams,
We are very disturbed as to the way our booking has been handled. And Travelocity is being very slow to resolve it with only several days left to departure it is almost as if it is being delayed with purpose.
This is to notify you that at this time we still have not yet received an mail confirmation for our cruise booked for July 24th through 31st 2004. We have not been able to receive a verbal confirmation either. In fact during our phone inquiry as to why we have not received a confirmation we find that the database has the wrong dates, being that they are in August. My wife's vacation is in July so we cannot possibly go on a cruise in August.
This needs to be rectified immediately. You need to tell us if we have this cruise July 24th through 31st 2004 booked or not so that we can make other arrangements or bookings for next week. There was mention of additional fees or costs, or cancellation fees; this is not our issue the agent who seemed to have some difficulty communicating in English selected the wrong dates or
got confused working in different screens or was simply not well trained.
What occurred is outlined below.
We booked a cruise on Sunday July 18th. The next evening July 19th we had not yet received a confirmation e-mail which the agent said we would get. So we called to find out why. We were transferred to another department and after waiting 73 minutes on hold a person came on and looked up our confirmation number. When she read the detail it had the wrong dates. The dates were in August my wife explained that the correct dates were 7/24/04 -7/31/05. We then spent about 3 hours on the phone trying to get it resolved but the Royal Caribbean people that could resolve it were no longer available and would be back in the morning. They left it with they would be calling us back in the morning. We had been speaking to a Deb McGuire and Michelle.
I explained the following to them as it had occurred the day before.
We had searched Travelocity and found a cruise 7-Night Western Caribbean (Miami Round-Trip) Cruise on the Navigator of the Seas for $ 1099.00. Rather than having a button to schedule online it said to call 877-815-5446. So we called. We explained to the agent that we called because the listing said we needed to call and could not schedule online.
We asked the agent about the "starting at $549.00" he asked where we had seen that. We told him and he navigated in his browser to the point that we were (so we were looking at the same screen) during this time he asked us the dates, number of people etc. so that he could get to the same screen we were looking at. He said that the probably was not available because that price usually is only available several months in advance; He said all that was available was what was listed below. So we said okay we would take the $1099.00 one that we had called about which had July dates not August. Which means not only did the agent get a verbal request for July dates he was able to visually see the July dates displayed on his screen.
He said okay, and then we asked if we could get a price on the flights. He then came back after a while and said he could not find a return flight. So we said that we could stay an extra day in Miami if he could find a flight on the next day. He said he could try that and he would need to go to go to a different screen or something. He then came back after a while and said
that he was able to find a return flight on the same day (return from ship)and confirmed the total package price. I then gave the phone to my wife whogave the personal information and credit card information. He ran the credit card through and said very thing was fine and gave us a confirmation number.
At no time did mention August dates.
He said we would get a confirmation out to us via email trip details and costs.
The agent we spoke to at times seemed to have some trouble communicating and understanding English this may have contributed to this issue. I will say that everyone we spoken to has been very courteous polite and nice.
Calling on July 19th Michelle stated she could see that a confirmation had not been sent to us and thought that this was odd and unusual. She read the email address back to us and it was correct. We still have not received any type of an email confirmation.
Also note that the only cruise dates that required a phone call were in fact 7/24 - 7/31 and could not have been mistaken for August. Also the agent was looking at the same page we were.
As you might expect we are a little concerned because my wife's vacation and cruise starts on this Saturday and this is only a few days away and time is of the essence.
Now there was some mention of canceling and fees and additional increased costs. We will not be paying any more for this trip then agreed on, as we did not make any mistakes and as soon as we became aware that an error was made we notified you of the mistake.
Have received no calls as of this time I called at 11:38 AM July 20, 2004.Called Deb and left a message. Apparently Deb does not come in to 4 PM based on her voice mail. Calling 800 numbers. They had said they would call Royal Caribbean in the morning and then call us. Talking to Michelle (different from previous night) she is looking at the notes. How was this going to be
taken care of in the morning? At 12:14am I am on hold waiting for customer service talked to Kim Tamber finished about 12:39 PM. She said give us of till 5:00 end of business day to resolve it. She said that they needed to talk to the agent supervisor. They had yesterday evening and this morning to accomplish this.
If you can not confirm our 7/24/04 - 7/31/05 cruise by the end of business today July 20, 2004 5:00 PM EST both verbally and via email, we will consider it to have never been properly booked. We did not book any cruises in August. We will be notifying the Credit Card Company of the issue to not
allow any charges.
We hope you will resolve this is quickly. We will not pay more than the agreed upon price we are open and flexible as to any creative solutions you may have. Sabre Holdings does 2.05 Billion in sales so I think that shouldput this transaction in perspective and we should not suffer any additional
monetary burdens because of your mistake.