Travelocity
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Stay away from Travelocity.
Travelocity could be an exceptional organization. But not when something goes wrong. And not with me. I booked an International flight with Travelocity early March. A couple of weeks later I was emailed that one of the segments with the flight from Dallas to Colorado Springs - was cancelled. I would have been stuck in Dallas. They assured me they would rectify this situation. After about two weeks of emails, I finally received an email that said it was fixed. They found another route, from Chicago this time. Resolved - or so I thought. As I approached my trip just 3 days away, I looked closer at the itinerary and discovered that the original cancelled segment had indeed been corrected, I would return via Chicago. However, a different segment had been omitted. I had no segment from Istanbul back to the US. Now I would have been stuck in Istanbul! I called Travelocity at 3:20pm. I talked to 3 different people up the ladder before I reached a supervisor in the Corporate office (Helen) who acknowledged that a Travelocity agent had made a mistake and it was not my fault.By now it is 4:30. She said she would work to resolve this problem. I had been on and off hold for so long (over 2 hours) that my phone died while I was on hold with Helen. I got a voice message from Helen with a call back number. That call back number said, "This is not a working number." I had to call the main Travelocity number and start at square one. Only this time my hold times were even longer. I was routed to the various levels again due to the expense of this problem. And with each supervisor level the hold times were over an hour. I finally got back to the Corporate office and spoke with a new person Rosie. She explained there was no direct lines back to the Corporate level and immediately took my phone number if we got cut off. Rosie was great. I was literally on and off hold with Rosie for 3 hours and 41 minutes - from 5:30pm to 9:15pm. She continued to check in with me every 10 min. as she did whatever it is she got my segment reinstated. It was clearly Travelocity's fault, and I did appreciate their owning that. Kudos to Rosie. However, Travelocity failed big time. Someone dropped the ball and allowed one of my segments to expire - therefore stranding me in Istanbul. It did cost them $2,000 to resolve this. I am grateful it got resolved. But it took up most of my day. I will not use Travelocity again in the future. I recommend that others avoid them too. If there's a problem, be prepared to wait and wait and wait, hold and hold and hold, before there's a resolution. Plan on most of the day. Travelocity is a large company. Come on, there's got to be a more efficient way to handle problems, especially when it's an employee's mistake. Again, thank you Rosie if you see this. Sincerely, Shari