To whom it may concern,
My wife and me booked two airline tickets to Taiwan for December of last year, but I could not make the trip and only my wife went. When I called to cancel my ticket last year, the customer support lady told me that I could not refund it (even though the website says I could) but I could use the ticket for anytime of this year.
As it turned out, one of my friend is getting married in Japan, so I decided to use the unused ticket for that trip. I sent the ticket back to Travelocity (Texas) in the end of February, and on March 2nd, I received a call informing me that there is a problem, and that the airline has a restriction on changing the destination. I then called NW airline, and they said there is no such restriction. So I was bounced between Travelocity and NW airline for two hours on the phone. Eventually NW Airline says if I could get the ticket back, they can issue me a ticket at the airport.
So on the same day, 2nd of March, I called Travelocity and requested the ticket to be sent back immediately, the customer support agreed and told me not to worry. On the 3rd of March, I called again to confirm, and the customer support says not to worry again. Once again, on the 6th of March, I called and the customer support says it’s not sent out yet, but not to worry. It wasn’t until today, the 10th of March, that I received it (via 2-day FedEx), but the airline says it’s two days too late. If the ticket was sent back to me the day I requested, it could still have the value (as one of the customer support claims not).
Just now I got off the phone with several of the customer supports, and they spoke very rudely on that it’s not their problem for their slow response and lack of communication on letting me know when the paper-ticket is becoming no value.
I have wasted $900, plus the amount of time on the phone, causing my headache. Is outsourcing really such a good idea? I have always enjoyed Travelocity (when I don’t have to deal with customer support), but I will certainly look elsewhere for my frequent travel need. I look forward hearing back from you.
boo travelocity
Dispute the charge? Ask for a refund? At least get your cash back.
I have called Travelocity to ask for a refund, but they refused because they think it’s my problem that the ticket has become useless. On the other hand, I am considering having American Express to dispute the charge for me. Thanks for the option that I thought had already lost.