Travelocity review: Unforeseen visa requirement during transit and flight rescheduling

My name is Glory Tarimo, and I am writing to express my deep dissatisfaction and frustration regarding the recent experience my friend (Clara Mbalase) and I encountered while attempting to travel with a booking made through Travelocity.

Today, 2nd of May, 2024, my friend and I arrived at the airport for our scheduled flight, only to be informed at the check-in counter that we were required to have a transit visa for our layover (only 7 hours of which we would be staying inside the airport) in Canada. This requirement came as a complete surprise to us, as it was never communicated to us during the booking process or in any correspondence from Travelocity.

As international students studying at the University of North Florida (UNF) in the United States, we meticulously planned our travel arrangements to ensure a smooth journey to our destination. However, the lack of notification about the transit visa requirement has not only caused immense inconvenience but also significant financial strain on us.

Furthermore, upon being informed of the visa requirement, we were presented with the option of rescheduling our flight at an additional cost of $611.30. This amount is exorbitant and unreasonable, especially considering our status as students on a limited budget. The only available alternative flight option provided to us would also significantly prolong our travel time, with an estimated journey of 44 hours, resulting in a delay of two days to reach our destination.

We understand that unforeseen circumstances can arise during travel, but the lack of transparency regarding the visa requirement and the unreasonably high cost of rescheduling have left us feeling extremely disappointed and stranded.

In light of this situation, we kindly request the following:

A refund of any additional charges incurred for rescheduling our flight.

Assistance in finding a more reasonable and expedient alternative flight option to reach our destination.

We trust that Travelocity values its customers and is committed to providing satisfactory solutions to issues such as this. We appreciate your prompt attention to this matter and look forward to a swift resolution.

Thank you for your understanding and cooperation.