Travelocity
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Abysmal customer support experience with Travelocity
I had an abysmal experience with Travelocity support this evening. I received a call from the reserved hotel this evening indicating that the King room I had booked through Travelocity was not available. However another room with 2 beds was available. If that was okay, he recommended I contact Travelocity to change the room and get a refund for the lower price. Gary from the hotel indicated he would confirm this when Travelocity would call him. I proceeded to try to use the Virtual Agent to make this change but was told I needed to talk to an agent. I called and had to navigate a frustrating menu until prompted for my itinerary number. Unable to enter that number quick enough (I was on my mobile phone),the call was dropped. I wrote down the 14 digit number and called again. After navigating the same frustrating menu, I entered the number. Things got worse. An agent came on the line who could not clearly speak English. Nor would she listen to me. Ske kept taling about a penalty charge for the change. I asked for a supervisor and was placed on hold. I gave up after 30 minutes. I then called the hotel and worked with them - they were very supportive in contrast to Travelocity. To add insult to injury, I found out I could have saved a substantial amount by booking directly through the hotel. Travelocity = higher room prices and extremely poor customer service. I will not be doing business ever again with Travelocity.