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Travelocity Complaint - Customer Service - Vacation Packages
Travelocity Complaint

Travelocity Complaint

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Customer Service - Vacation Packages


I booked a vacation package for our family of 4 including flight, hotel and car. We received notification from travelocity that US Airways had canceled the flight. When I called the phone number provided (which turned out to be multiple times after disconnections), the automated system never sent me to the correct department. Multiple holds and transfers were required. At one point, a representative stated "thank you for calling Expedia". Another time I connected to a voicemail system that stated "customer service was available from 8 am to 5pm". When I finally reached the correct department, I was informed that US Airways had already rebooked the flight, which was an unacceptable red-eye. The process to change involved 4 hours of my time, including retelling my story to different agents after disconnections, multiple holds while "supervisor" approval was sought & US Airways was contacted, waiting for a call back at 12:30 am, and attempts to suggest alternative flights I did not desire. I finally received resolution by demanding to be connected to a supervisor and refusing to be put on hold until the reservation was changed. Interestingly, the "supervisor" was able to do this in about 20 minutes without calling US Airways and without putting me on hold. I would suggest Travelocity make it easy for customers to be called back promptly from a disconnection from the same agent. I would also suggest that agents be trained to transfer customers directly to those who are empowered to correct the problem. I was offered a $100 coupon on a future booking for my inconvenience. Though the gesture is appreciated, due to the unacceptable time spent resolving this issue, in the future I will book directly with the airline regardless of the package discount.


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