Date: Sun, 02 May 2010 16:36:04 -0700
To: Joel Frey
Subject: Hi Joel, it's alapoet from Twitter
Hello Joel,
I have, today, had the worst customer service experience of my life, thanks to Travelocity.
Last December, I bought a round-trip ticket from Travelocity, and then was hospitalized for emergency surgery and was unable to make the first leg of the trip.
I continued to receive updates (on Feb. 11, Feb. 25, March 9, and March 21) on my apparently still valid round-trip ticket. The most recent itinerary update was received just a few weeks ago for the return trip portion, which was supposed to happen today.
As my flight was to leave at 7:05 a.m., we had to get up at 4 a.m. After driving 50 miles to the airport and trying to check in, THEN I find out that my ticket had, in fact, been cancelled in December when I missed the first part of the round trip due to emergency surgery.
I was never notified that my ticket had been cancelled -- and, in fact, I continued to receive itinerary updates on a regular basis FOR THIS TICKET.
Any reasonable person would conclude, based on these itinerary updates FROM TRAVELOCITY, that I still had a valid ticket.
That was not the case. The airline agents, and then the Travelocity agents (who were very challenged in their English and almost impossible to understand) were singularly unhelpful, just quoting "policy" to me over and over and NEVER addressing the fact that Travelocity sent my itinerary updates for this ticket, WHICH DID NOT MENTION IT WAS CANCELLED.
I have been a Travelocity customer for 13 years now, since 1997. Due to today's events, I will never, ever use your company again.
Further, I intend to tell everyone I know about your abysmally bad customer service.
I intend to use the platforms available to me to spread the word far and wide about your MISLEADING emails sent to me, updating an itinerary for a ticket THAT HAD BEEN CANCELLED FOR MONTHS.
Unhappy customer? You bet!
Am I also one who is (unfortunately for your company) able to spread the word far and wide?
YOU BET.
Steve Elliott
.......
Additional Resources
Travelocity Sucks
ecorover - Travelocity Sucks: Boycott Travelocity
Travelocity Complaints: Travelocity Sucks and Has Horrible Customer Service!
epinions: Travelocity Sucks
Travel with RJ: Travelocity Sucks!
my3cents.com: Travelocity Sucks and Has Horrible Customer Service
flyertalk: Beware - Travelocity Sucks!
usabilityworks.org: Travelocity Continues To Suck
Kworthy.com: Travelocity Sucks
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1 comment:
I feel your pain!! I recently went through a similar ordeal with them. I had to call customer service 4 different times to have my money returned to me and the last time I called I was on the phone with them for over 4 hours!! I was finally issued a refund and I actually just recently got a survey from them about my 'customer service' experience! I blew that up! Their customer service is the most atrocious I've EVER had to deal with and the fact that they have absolutely NO ONE that speaks English is just another reason that I will NEVER use them again!!
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