Travelocity review: Round trip to Australia

March 21, 2024

Case # [protected] (Expedia)

This letter is in response to Itinerary Number # [protected].

Customer Service:

On March 3, 2024, I received an email from Varun Goswami. This was in response to the letters I mailed February 5, 2024, via registered mail. The email transmission letter from Varun Goswami was not dated or signed. Luckily, I saved a copy of the email. Apparently, the email is no longer in my mailbox so the only way I can respond is by U.S. registered mail, again. In Mr. Goswami email to me, he sent a link to Travelocity link:- https://www.travelocity.com/lp/lg-terms, where it indicates information to visas, However, this link was not apparent to in any correspondences leading up to our departure for Australia.

We had our tickets and passports. There were no travel prohibitions, warnings, announcements, or additional entry requirements to go to Australia.

Travelocity has not responded, nor have they acknowledged receipt of my letter which was sent as registered mail.

Expedia/Travelocity had a duty to warn me of the ETA. To avoid a lawsuit and the filing of a complaint with the governing authority I’m trying to resolve this without taking further steps. Once again, I am requesting full reimbursement.

Inclusions:

Copy of Itinerary,

*VISA –

1. Entry requirements for the Philippines

2. Entry requirements for Paraguay

Copy of my letter, dated 2/3/2024 via registered mailed on 2/5/2024.

Varun Goswami, response letter 3/3/2024.

I received four tickets/boarding passes for flight #EY100 Etihad airlines as well as hotel accommodations at Hotel Mantra Southbank, Melbourne Australia. Travelocity’s agent did not advise me that there may be some restrictions for entering Australia, or at least suggest that I should investigate any possible restrictions/prohibitions, warnings, announcements, or additional entry requirements to go to Australia. I had plenty of time to investigate if I was warned, and this request for a full refund would have been necessary.

Carlotta J. Olton and Ricardo L. Olton

C: Expedia Group Corporate Office

Travelocity Corporate Office

Customer Service

Eyewitness News abc7NY

HSBC

Mantra Southbank Melbourne, Southbank

Jan 14, 2024 - Jan 21, 2024 | Itinerary # [protected]

Important Information

• Remember to bring your itinerary and government-issued photo ID for airport check-in and security

Price Summary

Roundtrip Flight

Hotel

_

Total $5,235.72

Subtotal $3,992.32

Taxes & Fees $1,243.40





New York (JFK) → Melbourne (MEL)

Jan 14, 2024 - Jan 21, 2024, 2 round trip tickets

CONFIRMED

Travelocity.com Booking ID 4QWTNQ

Your reservation is booked and confirmed. There is no need to call us to reconfirm this reservation.

Traveler Information

Carlotta Jane Olton

Adult No frequent flyer details provided

Ricardo Lopez Olton

Adult No frequent flyer details provided

* Seat assignments, special meals, frequent flyer point awards and special assistance requests should be confirmed directly with the airline.



Jan 14, 2024 - Departure 2 stops Total travel time: 33 h 5 m

New York Abu Dhabi 12 h 30 m

6,847 mi

JFK 10:00pm

Terminal 4 AUH 7:30pm +1 day

Terminal A

Etihad Airways 100

Economy / Coach (V) | ECONOMY VALUE

Layover: 2 h 55 m

Abu Dhabi Sydney 13 h 40 m

7,506 mi

AUH 10:25pm

Terminal A SYD 7:05pm +1 day

Terminal 1

Etihad Airways 454

Economy / Coach (V) | ECONOMY VALUE

Layover: 2 h 25 m

Sydney Melbourne 1 h 35 m

456 mi

SYD 9:30pm

Terminal 2 MEL 11:05pm

Terminal 3

(Arrives on Jan 16, 2024)

Etihad Airways 6535 Operated by Virgin Australia

Economy / Coach (V) | ECONOMY VALUE

Jan 20, 2024 - Return 1 stop Total travel time: 39 h 45 m

Melbourne Abu Dhabi 14 h 20 m

7,245 mi

MEL 4:10pm

Terminal 2 AUH 11:30pm

Terminal A

Etihad Airways 463

Economy / Coach (V) | ECONOMY VALUE

Layover: 10 h 40 m

Abu Dhabi New York 14 h 45 m

6,847 mi

AUH 10:10am

Terminal A JFK 3:55pm

Terminal 4

(Arrives on Jan 21, 2024)

Etihad Airways 101

Economy / Coach (V) | ECONOMY VALUE

Airline Rules & Regulations

Fare Rules and Restrictions

Restrictions include:

o Pay to choose your seat

o Bring a carry-on bag

o Bring a checked bag for free

o No refund 24 hours after booking

• We understand that sometimes plans change. We do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to you.

• Tickets are nonrefundable, nontransferable and name changes are not allowed.

• Please read the complete penalty rules for changes and cancellations (Opens in a new window.) applicable to this fare.

• Please read important information regarding airline liability limitations (Opens in a new window.).

Additional Flight Services

• The airline may charge additional fees for checked baggage or other optional services.

o Additional fees for your flight to Melbourne

o Additional fees for your flight to New York





Mantra Southbank Melbourne

Jan 16, 2024 - Jan 20, 2024, 1 room | 4 nights

CONFIRMED

Confirmation # EXP-[protected]



We have confirmed your hotel reservation with the property.

View hotel details

31 City Road, Southbank, VIC, 3006 Australia

Tel: [protected], Fax: [protected]

Check-in

• Check-in time starts at 2:00 PM

• Check-in time ends at 11:30 PM

• Minimum check-in age is: 18

• To make arrangements for check-in please contact the property at least 24 hours before arrival using the information on the booking confirmation. Guests will be asked to provide the property with a copy of their government-issued photo ID before arrival. Guests planning to arrive outside of normal check-in hours must contact the property in advance for check-in instructions. Front desk staff will greet guests on arrival.

• If a late check-in is planned, contact this property directly for their late check-in policy.

Important Hotel Information

Although Travelocity does not charge a fee to change or cancel your booking, Mantra Southbank Melbourne may still charge a fee in accordance with its own rules & regulations.

• Free cancellation until Dec 17 at 11:59pm (AUS Eastern Standard Time)

• Cancellations or changes made after 11:59pm (property local time) on Dec 17, 2023 or no-shows are subject to a property fee equal to 100% of the total amount paid for the reservation.

• Prices and hotel availability are not guaranteed until full payment is received. If you would like to book multiple rooms, you must use a different name for each room. Otherwise, the duplicate reservation will be canceled by the hotel.

• View your online itinerary for additional rules and restrictions.

Room One Bedroom Apartment

Includes: Full Breakfast

Confirmation #: EXP-[protected]

Reserved for Carlotta Jane Olton

2 adults

Requests 1 Queen Bed, non-smoking room



Additional Hotel Services

The below fees and deposits only apply if they are not included in your selected room rate.

You'll be asked to pay the following charges at the property:

• Deposit: AUD 100 per accommodation, per stay

We have included all charges provided to us by the property.

The price shown above DOES NOT include any applicable hotel service fees, charges for optional incidentals (such as minibar snacks or telephone calls), or regulatory surcharges. The hotel will assess these fees, charges, and surcharges upon check-out.



Need help with your reservation?

• Visit our Customer Support page.

• Call Travelocity customer care at [protected]

• For faster service, mention itinerary #[protected]





Complete Your Trip

Get rested

Add a Hotel

Get around

Add a Car

Get out and explore

Add an activity

Find deals on rides to your Hotel

Get a Ride





CARLOTTA J. OLTON

66 SUNSET DR, HEMPSTEAD NEW YORK, 11550

516.538.0909 – H, 646.338.4515 – M

[protected]@verizon.net, [protected]@gmail.com

February 3, 2024

Travelocity Itinerary: [protected]

On November 22, 2023, I booked a trip to Melbourne, Australia for my husband and myself. As we have done many times we saved to go on this trip. We knew how expensive it was $5,345.72, however, we were determined. So, when we had sufficient funds, we booked our trip through Travelocity.

Fast forward, tickets paid in advance, we’re packed, pre-check-in online, boarding passes printed out, valid passports, smiles of anticipation on our faces, taxi to the airport, all set to go. We arrived at JFK airport, January 14, at 6:40 pm for our Flight EY100 on Etihad Airways departing 10:00 pm (22:00). We waited on line for our turn at the check-in counter to drop off our luggage. We were asked for an ETA. Confused, we had no idea what was being asked of us.

We asked “What’s an ETA?” After they explained, we had no idea that an ETA was something other than an estimated time of arrival. It turned out that Travelocity failed to disclose that we needed an ETA or Electronic Travel Authority visa to travel to Australia! Travelocity failed us with assistance such as providing links to securing the required ETA application in advance of our departure.

While at JFK, we frantically tried to get on our scheduled flight, we applied for the ETA through Australia on-line and by reaching out to Travelocity for assistance. After being on the phone with Travelocity representative, Mel, for over 2 ½ hours, I was told that we would have to be rebooked at but at an additional charge in the amount of $3,808.10. The earliest departure date was for January 22nd departure, with an arrival date in Melbourne of January 24th. Meanwhile, Travelocity did not secure a hotel at that time. Mel asked me not to reach out to the hotel Mantra at Southbank directly and that he would ask for the ‘no show’ charges to be reimbursed to us.

I have several emails indicating that Travelocity was unable to reach Mantra at Southbank. Anxious that I had confirmed the new departure date for our dream vacation, I had no confirmation on the hotel reservation that Mel said he would take care of. After several calls to Travelocity in order to finalize hotel arrangements myself spanned a period of 5 days, none was given until the 19th of January at 8:17pm prior to our departure when I received confirmation from Cassie (bless her!). It should be noted that I had to initiate all inquiries for the hotel reservations 2 days before departure, otherwise we would have had no hotel accommodations!

Due to the circumstances, we should not be charged the cost of the initial trip since Travelocity failed to inform us that we needed to secure an ETA visa to board the flight to Australia in the first place. After all, even a set of ready to assemble furniture comes with instructions, a list or tools required and links to helpful sites.

It should be standard procedure that a travel agency should advise their client when special applications are required and if possible, assist with it.

The cost of the trip that we didn’t take however was paid for on November 22, 2023

$1,230.32 - TRAVELOCITY*[protected] TVLY.com WA

$2,002.70 Carlotta Jane Olton - ETIHAD A [protected] ABU DHABI CA

$2,002.70 Ricardo Lopez Olton - ETIHAD A [protected] ABU DHABI CA

$ 110.00 Car Service to/from airport

I want to be reimbursed in full for the following amount of $5,345.72. Thank you.

Carlotta J. Olton and Ricardo L. Olton

C: Expedia Group Corporate Office

Travelocity Corporate Office

Customer Service

Eyewitness News abc7NY

HSBC

Hi Carlotta,

My name is Varun, and I am from the Global Escalations Team at Expedia Group. This is regarding the correspondence sent to our head office related to the itinerary number [protected].

I understand that your flight was canceled due to visa requirements not being met. After reviewing the details of your case, it seems that you reached out to our frontline team seeking a refund for both the flights and hotel reservation associated with this itinerary. However, it appears that you were not satisfied with the response you received.

I'd like to draw your attention to the terms of use that you agreed to prior to booking your reservation. These terms state that, travelers are responsible for ensuring they meet all foreign entry requirements and that their travel documents, including passports and visas, are in order. It's important to note that Travelocity does not possess specialized knowledge regarding foreign entry requirements or travel documents. We strongly encourage travelers to review any travel prohibitions, warnings, announcements, or advisories issued by relevant governments before booking international travel. Therefore, unfortunately, a refund for the flight reservation is not feasible in this case.

Furthermore, I contacted the hotel Mantra Southbank Melbourne to ask for the refund, however they decided to stick to their policies and denied the refund request. Travelocity works as a third party intermediary for our traveler and travel provides, and has to abide by to the policies provided by the travel provider such as Mantra Southbank Melbourne in this instance.

The above information related to visa can be found under the link:- https://www.travelocity.com/lp/lg-terms. However, if you have any question or need to contact me, please feel free to write back.

Regards,

Varun Goswami

Global Traveler Resolutions Team

Expedia Group