Travelocity
Reviews and Complaints

Booked ticket through Travelocity, taking CX and AC from HK/Seoul/Vancouver/Victoria. But CX cancelled our flight and reschedule to another day which we cannot connect the AC flight to Canada. I was also told that I cannot have my refund but only airline credit for use within one year. But I want my money US$5, 145 back instead of airline credit.

Called Travelocity and talk to at least 5-6 agents, strange thing is that the line always got cut off in the miiddle of the call, and no agent called me back to follow up the call. Sent several emails to Travelocity to request to talk to the supervisor in Asia, but never receive any call response. Travelocity only provide a general number for me to call, but the call keep me waiting for 30 minutes without be able to talk to an agent.

Really very frustrated with the service Travelocity provided. Due to CX sudden cancellation, it screwed up my whole family trip and I have to look for somewhere else to book the tickets.

Travelocity needs to respond and arrange cancellation and refund.

Complaint from Hong Kong

Every time I visit the Travelocity site it automatically enters the dates and destination of my upcoming flight because it is somehow reading my email (also open). This is a overt and direct violation of my privacy violation. There is literally no other way they could have pre-loaded destinations and dates without "reading" my emails. This has happened to me on two separate occasions in two separate months of the year.

We just got here and we have stayed in about every hotel in Tuscaloosa and this is the 1st hotel the pool water is freezing cold
Apr 23, 9:19 PM
We would like this resolved by 1st thing in the morning.
Apr 23, 9:20 PM
I just found out the pool is not heated? Why would you have an indoor pool. It heated. We will be checking out in the morning with a refund please.
Apr 23, 9:22 PM
Read Apr 23, 10:35 PM
I'm sorry this has happened to you during your stay here our pool its self isn't heated but the room our pool is in is heated to make it feel like summer year round. I appreciate your honesty and letting us know about your stay and we will be taking care of you charges due to problems during your stay.
Thank you again.
Apr 23, 10:37 PM

I had a tripped booked with them to go to New York from September 28, 2020 to October 8, 2020. We were to stay at Yotel New York. As a result of Covid, we had to cancel our trip. Travelocity reached out to Yotel New York, and they agreed that we could have a full credit for the booking as long as it was used within a year. Yotel provided a reference number to Travelocity and advised them to contact them when we were ready to book a new reservation. I made my first call to them at the beginning of May 2021 to make a new reservation. They told me that they had tried to call Yotel New York, but were not getting through. They said they would email me within 24 to 48 hours to advise of the status. They never did. I called back again and they said they had reached someone at Yotel, but that person told them that the system that would have my credit on it was an older system that they did not have access to, and that Travelocity would have to email their request with all of the details. They said they would email Yotel again and that they would get back to me in 24 to 48 hours. This same call happened at least 4 times before I decided to call the hotel directly. The hotel was extremely difficult to get a hold of anyone. When I finally did, they told me the same thing, that they did not have access to the old system where the credit would be. They said they would get a manager to try to access it and then they would call me back. They never did. I had to make several more long distance calls before I finally found someone who could confirm that I have a credit, BUT she said that she didn't have the authority to make the booking, it would have to be a manager. Then I went 2 weeks trying to get through to the manager, who then told me that the money was actually still with Travelocity since Yotel had decided to close completely during Covid. He said that Travelocity would have to contact him to make the reservation.
Thus began another round of calls to Travelocity who told me no less than 8 times on 8 different occasions the same BS..."We have assigned this issue to our offline team, and someone will respond to you by email within 24 to 48 hours." NOT ONE TIME has anyone from Travelocity reached out to me in 2.5 MONTHS. On July 6, 2021 I called and requested a supervisor. Of course they weren't available, and a request had to be submitted for a call back. They told me a supervisor would call me in 1 to 3 hours. That never happened. I called again on July 12 to speak to a supervisor and was told the same thing. I never received a call back. Both Travelocity and Yotel New York acknowledge that I have a credit, there is NO REASON it should take this long to simply make a reservation using that credit. I have wasted countless hours on hold, made 15 - 20 phone calls, incurred almost $60 in long distance charges, and I STILL do not have my reservation made.
I have called yet again today (have to wait for a call back) to request their Corporate office contact information.
This is BY FAR, the WORST customer service I have ever received.
I do not recommend using Travelocity. They are not interested in meeting their customers needs.

On a trip to DFW from COS, I booked flight and car rental through Travelocity, car rental being from Thrifty. I was offer at the time of booking, a slight discount to pay up front instead of at the counter...I paid up front, printed receipt of 534 bucks. When I arrived at the Thrifty/Dollar Counter, I was told Travelocity had never paid Thrify, was denied a car and when I objected and tried to show the Thrifty agent, I was told to either move away or deal with the police. When I called Travelocity, after a 40 minute hold, I was told there was nothing they could do, I had to deal with Thrifty, when I got back in touch with Thrifty the said they never received the funds, thus I had to deal with Travelocity. I WILL NEVER DEAL WITH EITHER TRAVELOCITY NOR THRIFTY AGAIN. Absolutely horrible customer service and rude curt agents who just want to get you gone and out of the way, they could care less if they took your money wrongly. Try National and Priceline, much better folks.

Here is my argument in a nutshell.

Yavapai Lodge should be paid in full for the booking as they bear no fault in this escapade.
Travelocity should refund me directly for 2 rooms out of their own corporate pocket for their own error, as your website gives false and misleading distances for the hotels in question.
I booked a room at the Yavapai Lodge because it was supposed to be 10.6 miles from the North rim of the Grand Canyon. Please see enclosed screenshot of your active Travelocity site.
I live in North Carolina and am not familiar with the Canyon, so when I arrived for my stay at the North Rim, I found out that the Yavapai Lodge (and others listed in complete error on your site) were 235 miles and a 4.5 to 5 hour drive away. As it was the same day, the 24 hour cancellation policy had expired.
Even though I have travel insurance supplied by Travelocity for the rooms, the language does not allow for booking errors caused by the agent.

I am confident you will do the right thing here and refund the costs of the 2 rooms that I was unable to use due to errors on your site, In addition, I would encourage you to modify the listing shown on the enclosed screenshot as I am sure other have suffered the same challenges that could have ruined a vacation

[protected], and [protected], June 24-25, $218.32 each

I await your response
Alan Roman

I booked a hotel room through Travelocity- when I call to get an itinerary or confirmation # - it states there is no booking but it is being taken out of my account. I tried on the phone, the app, the sight. All state no booking under me but it is obviously being taken out of my account. I just want the number. Also - I went to attach a picture of it coming out of my account and everything I typed was erased - just another annoyance after trying to reach someone for over 7 hours. The virtual assistant is not helpful if you don't have a number. I just want the confirmation or itinerary number so I can use the hotel room that I am obviously paying for - and let me add to this. I cannot upload the picture of the $ coming out of my account. Wow! This is very irritating

In 2020 I booked a family trip for 9 to Cozumel to be used March 2021. Because of covid we cancelled that trip, I booked a trip to Key West in June. Was told we had credits for flights of 129.00 per person. My daughter was told that the credits were used on Key West trip. They were not. I want something in writing from Travelocity showing the credits. Also it is impossible to get through on the phone, and online chat is a joke. I am very upset, I spent alot of money for this gift to my children. It was a Christmas gift. I have used Travelocity in the past several times, never had these issues before. If we cannot resove this issue, I will never use Travelocity again.

Hotel Name: Baymont hotel by Wyndham
Address: 250 Outlet Center Dr
Georgetown, KY 40324
As a professional who's worked in the hotel and tourism industry for over 10 years, I have never seen such incompetence as was displayed at this location. Within 30 minutes after receiving my room key and going up to look at the room. I noticed that the beds were too small. I called downstairs to ask for an upgrade and the receptionist informed me that I had to pay the full price for the new room. I explained to her that is not things work in the hospitality industry. She exclaimed that she was not aware. She informed me that she would reach out to the manager to see how she should proceed. I reiterated to her that I only want to upgrade my room to a suite. She decided to see what she had and informed me that she had approximately 5 suites available. I relayed to her that I was willing to pay the difference in price between the rooms.
After speaking to her manager or owner (she frequently interchanged between the two titles), I was told that I had already made a mess in the room, this is without them ever observing what the room looked like. A hotel guess told me (after explaining to him the situation) that it sounds like there's some ill intentions towards me because a buddy of his was able to change his room after being there for one night and had 4 more nights remaining. I'm not saying it's racism but it sure felt like it.
Additionally the hotel has 2 items in their exercise/weight room (an elliptical and a treadmill.), wow. The hotel does not leave the AC on and has a mildew scent in the rooms. Many patch jobs on walls and ceilings that looks like an amateur took a shot at it. Hotel staff lacks training

Called months ago, asking to consolidate the refund for 3 tickets I'd purchased and cancelled due to covid. I was told it was going to be resolved and then never heard back. Now I can't reach an operator for the life of me. $400.00 worth of credit now useless.

I received an email notification of flight scheduled change. How can you change my flight without consideration of the purpose for which the travel was intended. I requested cancellation of flight since I had to reschedule my appointment and flight options available does not favour me. Now my flight has been cancelled but there is no update on refund.

After a very hard time chatting with a virtual online agent (Axel F
Travelocity Customer Support Team), and insisting that an email confirmation of cancellation be sent, which was eventually done. The email specifically states that refund would be credited to the account from which payment was authorized and that I should follow up with the airline. I have called the airline (Westjet) but to my surprise, I was told that I have to follow up with the travel agency that I booked with that they were sorry the travel agency should have explained in details to me. What they should have explained is what I still do not know. All attempt to get an update on refund has been unsuccessful and records show that I do not have any upcoming travel.

We rented a car on 5/6/21, itinerary number [protected] for a quoted price of $165.75. When we arrived at the rental counter, the agent told us that Travelocity had rented us a car that didn't exist. Our only options at that point were to either rent a different car for more than twice the price, or take Lyft from Denver to Colorado Springs and back. Both options were significantly more expensive than the offer we accepted from Travelocity. The total for all Lyft rides was $250.62, a difference of $84.87. In addition, we opted not to make certain excursions while on the trip to avoid additional costs, and so missed out.

We had the option of booking through a different agency for a similar price but chose to book with Travelocity instead. When we discovered the error, we called the other agency only to be told the previous offer was no longer valid.

For the extra money we spent, plus the damage caused to our trip itinerary by not having access to a rental car, and the exposure to COVID-19 caused by having to share a car with a Lyft driver for an extended time, we're seeking compensation from Travelocity in the amount of $300.

itinerary # [protected]
flight on Condor originally scheduled I 2020. cancelled
Attempted to rebook for 2021. unable to go because of Covid.
Requested refund. Have spoken with 8 customer service people over 4 months. No resolution or follow-up.
Simply request a refund and will rebook at later date when travel his allowed.
Have used Travelocity in the past on numerous occaisions with no issues.
This has been the worst service I have ever received.

Travelocity Lies! I have $2000 worth of flight credits for tickets booked through Travelocity using carrier American Airlines. I've called American Airline 3 different times to ask for the AA Airfare credit policy. The process goes as follows. Original ticket owner must rebook replacement ticket. Remaining balance is issued in the form of Travel Voucher. The Travel Voucher can be used on ANY traveler not on the original itinerary. Travelocity CLAIMS they "follow the policies of its travel partners and airline providers." BUT THEY DO NOT. The will NOT issue the remaining balance in the form of a travel voucher and they will NOT allow the remaining balance to be booked in any other traveler name. Travelocity claims that is AA policy. Its not. Call them! I challenge you Travelocity to call AA, conference me on the line so the truth can be heard. But of course, you won't do that. Instead you make me wait online for 7.5 hours for a rep to tell me you follow AA policies, when you don't! You cant get ahold of any human by email, FB messenger, Instagram messenger, or website chat tool. The worst customer service I have ever experienced and the fact that they openly lie online (it is stamped all over there website) should make every consumer run.

I am so mad and since you do not stand behind your customer per NU car rental I will NEVER be using your service again. 15min after I made reservation I called and found out the MCO location is not at the airport and I have very bad experiences with doing off site car rental. I have no choice because it did not state off site it stated MCO which is the Orlando airport. I have used you prior and never had an issue. I just got a job where I will traveling a lot in 2022. I will no longer be using your service for any of my travel US or Internationality. Please see the email trail for the reason why. By the way still waiting 4 hours later for a return call.
Here is the email trail:

From: Lorraine Cardoza
Sent: Friday, April 16, 2021 1:50 PM
To: NÜ Car Global Reservations
Cc: help@nucarrentals.com
Subject: RE: confirmation number 6090767987NU Lorraine Cardoza 463493

Hello,

I will keep my current reservation under 6090767987NU, you give me no other choice. However I will be putting in my complaint and will no longer be using Travelocity for future travel due this non cancelation policy. You should put you are an offsite from the MCO airport that was not noted anywhere in my reservation.

I hope I do not have any issues picking up my car due to flight delay or your driving being ill (which has happen to me before). I bill $30.00 an hour or any fraction for my time and inconvenience due to your business practice.

We will see how it goes on May 28 thru June 3rd. I will call when I get to the airport at 10:45pm for the shuttle per your instruction. Hopefully your cars are not dirty and old where I will have issues while on my trip in Florida.

I am very unhappy so far with the dishonesty in your company. I travel a lot for busines so we will see how you do from your competitors.

Thank you!
Lorraine

Lorraine Cardoza
Sr. Client Advocate

PSA Insurance & Financial Services
11311 McCormick Road, 5th Floor
Hunt Valley, MD 21031-8622
877-716-6618 x 427 Direct Line
410-773-4158 Fax
877-716-6618 Toll Free
Infobox@psafinancial.com Company Email
lcardoza@psafinancial.com Personal Email

Wealth Management / Risk Management / Employee Benefits
Learn more: www.psafinancial.com/services.html

From: NÜ Car Global Reservations
Sent: Friday, April 16, 2021 11:29 AM
To: Lorraine Cardoza
Cc: help@nucarrentals.com; [protected]@gmail.com
Subject: Re: confirmation number 6090767987NU Lorraine Cardoza 463493

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

Click link below to view or add comments
https://nucarrentals.freshdesk.com/helpdesk/tickets/463493

6090767987NU
Off Airport

Dear Lorraine,

Thank you for contacting NU Car Global Reservations.

It would appear that you have booked a prepaid reservation which is a non-cancellable type of booking. As stated in our auto-response email, we will waive our "non-cancellable" policy. If you need to cancel your reservation, we will provide up to a 100% credit* of your prepaid amount for future use valid for 1 year at any NU Car Rental location worldwide.

To take advantage of this offer please:

• reply to this email with your current confirmation number stating that you wish to accept the future credit so we may close this ticket

• when ready to use the credit, make a new "Pay on Arrival" reservation on your original website, same renter's name and credit card

• contact us with both the old and new confirmation numbers and the credit will be applied toward your new reservation

If you are in need of further assistance, Please respond to this email directly so that we are all on the same page. We appreciate and value you as a customer!

Sincerely,
MF

Reservation Affiliates -
NÜ Car Reservations Customer Care
Toll Free (US) 1.877.535.7117
International 1.210.201.0280
https://www.nucarrentals.com

Statement of Confidentiality
The contents of this email message and any attachments are confidential and are intended solely for addressee. The information may also be legally privileged. This transmission is sent in trust, for the sole purpose of delivery to the intended recipient. If you have received this transmission in error, any use, reproduction or dissemination of this transmission is strictly prohibited. If you are not the intended recipient, please immediately notify the sender by reply email or at (877) 535-7117 and delete this message and its attachments, if any.

On Fri, Apr 16 at 9:21 AM, Lorraine Cardoza wrote:
Hello,

I just booked this car rental 15min ago and did not realized you are not located in the airport. We do not want to rent from an offsite location and we need you to cancel our reservation. No where did it say you are off site from MCO (which is the airport code for direct rental at the airport). You should advised you are off site, we have had horrible experiences with renting off site and do not wish to book anything like that.

Please confirm that our reservation has been cancelled with no plenty.

Reservation is under my husband Richard Cardoza phone 317-522-7539, our email in the reservation can be responded to if needed [protected]@gmail.com

Thank you!
Lorraine

Lorraine Cardoza
Sr. Client Advocate

PSA Insurance & Financial Services
11311 McCormick Road, 5th Floor
Hunt Valley, MD 21031-8622
877-716-6618 x 427 Direct Line
410-773-4158 Fax
877-716-6618 Toll Free
Infobox@psafinancial.com Company Email
lcardoza@psafinancial.com Personal Email

We booked the hotel from travelocity and received the confirmation email.
We booked in advance as it was Saturday and not so many hotels would be available.

We fully trusted travelocity and believed our room would be secured, however when we went to the hotel we booked from travelocity at 10pm after sightseeing and tired looking for some rest, the hotel receptionist just told us there were no room available and he said he had already told Travelocity . We didn't even get informed by Travelocity even after the trip. Instead Travelocity just emailed and asked the feedback of the hotel.

Since it was Saturday 10pm, we had hard time looking for a hotel to stay . We finally found the hotel available but it was terrible, we had to pay $100 more than we planned, waisted a couple hours looking for a new hotel and driving while we were very tired and it was almost midnight when we got to the new hotel.

This experience was totally not acceptable and I think travelocity should have informed us if there was no room available.

I am so frustrated. I reserved a car on Monday, April 12 for a trip at the end of the month. As soon as I hit the confirm button, I received an email from family telling me that the trip had to be canceled. I immediately called a Travelocity. I waited on hold for one hour. Then I called back and chose the option to none called back. I never received a call back. I tried the virtual assist and and was told I could not get a refund. I called again on Tuesday and repeated the same routine. It is now Ednesday and o am no closer to getting assistance. I am having a hard time trying to figure out why I would ever use or recommend Travelocity again.

I booked a flight with American Airlines thru Travelocity.com a week ago on March 27, 2021. My credit card was charged and Travelocity.com reflected the trip. AA.COM states I do not have any current reservations. A check of Travelocity.com sometimes confirms this trip and sometimes has no record of it. I was kept on hold for 4 hours and 40 minutes before I gave up trying to contact them. At this time I have no idea of the status of this trip scheduled for Apr 24-27.

The wife and I planned a trip to Hilton Head Island thru travelocity. The wife did not travel due to Covid symptoms. My connecting flight into Hilton Head was late due to inclement weather and the rental car service was closed. (Avis) Summary...I paid $888 for the trip. The wife did not travel and I did not get a rental car. I am not too concerned about the air travel but i would like to be reimbursed or a voucher for the car that I did not use.