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Travelocity Complaint - Institutional incompetance
Travelocity Complaint

Travelocity Complaint

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Institutional incompetance


We had a flight booked from portland me to NYC. We recieved an e mail the day of the flight that our flight had been cancelled and rebooked for the following afternoon (we would miss our event)

We followed company procedure called the appropriate numbers and had the following experience.

On hold and disconnected repeatedly from 1:00 pm till after 6:00 pm

The only way I got to speak with a supervisor was after choosing the option to purchase a new trip ( wait time of less than 2 minutes vs over an hour and a half on the service line

The supervisor offered no solutions
I was verbally promised a refund for half our trip costs as we were now renting a car and driving down.

I asked for the name of the person in charge of customer service to direct this feedback to. - it is against company policy to release that info

I asked for a corporate number and was told "we don't have one" and eventually told " we don't give that out"

I was given a po box number to send my complaints to

I asked for the name of the CEO and was told it was against company policy to release that info

I truly believe that this incompetance is by design. To get the consumer to give up

I might suggest that they change the hold music. Listening to come fly with me and hotel California feels very ironic while on hold for more than 5 hours


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