I reserved a hotel room and needed to change it to the week prior. I called the hotel who said that needed to cancel through the Travelocity app. I did so with a virtual agent. At the end of the cancellation and a discussion with agent a ballon popped up to select the one o wanted to cancel along with a question ‘cancel then?’I chose the one I wanted to cancel and thought it was complete. A full month later I received an email reminding me of my stay. (???) so I cancelled again… this was the day before the stay. I contacted the virtual agent again and told them I had cancelled. One hour later on the chat they told me I hadn’t confirmed. I told themWhat had transpired on the chat and asked why it had not been canceled. They told me that I had not confirmed and that I would not receive a refund. There was no recourse other than to contact the hotel. They were sympathetic but said they had not received a cancellation. They do not process the transaction until I check out- which I won’t be - the transaction would not go through so they would not receive the funds from Travelocity. They offered me a discount on a future stay. Basically Travelocity would keep the $ from the transaction. I think the virtual cancellation is confusing and too casual. In the future I will book with the hotel directly.

This company dishonest when it comes to airline credits. We had canceled credit with American through Travelocity. I initially used part of the credit for a trip to Orlando. After this there was $665 each for both my husband and I remaining. Also, the link for me to access the credit disappeared, and I now had to go through a chat agent to use the remaining credit. I’m guessing they take away the access in hopes you forget to use it. Anyway, I found a flight to St Thomas for $1980 (total for both of us) on the Travelocity app. Immediately I tried to book this with a chat agent. According to them the price was $2600 - basically negating the value of one credit. If I had booked the flight myself it included seat selection, but their more expensive flight was random assignment. Upon inquiring why the price difference compared to what was advertised on the app I was informed prices change quickly. Strange because when I went back in it was still advertised as $1980. I tried again the next morning when I found the price for $1880. Same go around different agent. I then asked if I could book the flight myself and have the credit applied and refunded after purchase. You guessed it, that’s not allowed either. I have already reported this as a scam to the BBB, and I am also considering reporting this to my states attorney general. I have seen that Travelocity has been involved in class action lawsuits. Lesson learned.

I’ve been a customer for over 10 years. Unlike real companies, it doesn’t mean a thing. The one time in 10 years I needed help, because the Travelocity app failed to complete the booking of my flight with British Airlines, even though they charged my credit card, they effectively stole $600 from me. When I called customer support, which is located in India, and trying to explain to the customer support rep the issue I was dealing with (for 30 min), I was eventually told that they could not help me, after acknowledging that their app was at fault. Their suggestion was to call British Airlines and explain that Travelocity changed me $600 for upgrading to economy plus, and that they needed to honor the upgrade. Of course when I tried that the BA rep explained that there wasn’t anything they could do because I booked using Travelocity. When I called Travelocity customer support again and asked to speak with a manager, I was disconnected TWICE!! And, get this. On the same day, my credit card was fraudulently used to book two tickets on Indigo!!!! I had to cancel my credit card and file a complaint. The credit card company refunded the money, conducted an investigation and confirmed that the charges were fraudulent. Clearly Travelocity needs to investigate the fraudulent activity their customer support reps are engaging in. Oh by the way, the name of the customer support rep I spoke with multiple time is Glenn.

So they messed up my reservation with the airlines and it literally took me over 3 hours on the phone to get it resolved. Actually, it took me over 2 hours of trying just to get to speak with a person. Not because they are busy, but rather because their automated phone system won’t put you through to a person without an itinerary number. Guess what, I had an itinerary number; however, the itinerary number they emailed me for my flight didn’t work. I literally had to book a rental car and use that itinerary number to get through on the phone to get my flight issue resolved. After being on the phone for an hour getting the flight mistake resolved, the resulting airline credit didn’t show up in my account, so I called them again. They said it would have to go through their team and someone would call me within 2 hours. Still haven heard from them 7 hours later. Looks like I’ll spend another hour on the phone with them. If I didn’t have to use Travelocity to get my airline credit money applied to an airfare, I would absolutely never deal with them again!!! It is almost impossible to speak with a person and even when you do get through they aren’t exactly attentive to getting things resolved. May not seem like a big deal, but imagine trying to get an answer/fix to a problem with a reservation and you were short on time. Not so good!!!