Travelocity
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No Follow Through & Horrible Customer Service
Like many other travelers our flights were cancelled to Peru in early April due to Covid and once we saw that things didn't look to get any better we decided to get our money back. When we called Travelocity they advised us to contact the Airline (Latam) so we did. Latam then advised us that we needed to go through Travelocity so we called them again. Travelocity advised us that this was incorrect and they would contact the airline and get back to us (which they never did) so I followed up (There were several calls back and forth trying to get a hold of a Supervisor to escalate the issue since Travelocity Reps would tell us one thing and the airline would tell us another. When I finally got a hold of a Travelocity Supervisor he advised me that they had contacted the airline and that the refund process would take 12 weeks. I then received and email from Travelocity requesting our passport numbers so that they could finish processing our refund with the airline. I called around week 4 and 6 to follow up the rep advised me that they still hadn't received anything from the airline. Now it's week 14, I called the airline and they advised me that their last communication with Travelocity was 14 weeks ago when they called to find out about the process of refunds however they had not submitted any documentation for the request. I called Travelocity and was advised by the rep that a supervisor had already put in the request, when I confronted him with the information the airline gave me he "put me on hold" and then hung up. I waited a few minutes (because they always as for a number "just in case the call drops") but no he never called back. And here I am waiting another hour on hold, 14 weeks with no refund and no answers.