Travelocity
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Traveling Vegas SHOT Show Fail
I am obligated to share a change/circumstances in the travel industry and how a travel company hotel, and airlines have failed their mission statements and essentially charging customers without providing a service for a paid fee. This is not a reflection of the unfortunate reality of what a major storm does to schedules and the short bit of chaos typically associated with it. My short story is in regards to how companies handle untangling a problem and getting us on our way I was booked thru Travelocity to fly out of Syracuse to Las Vegas this evening (Sunday) Prior to this morning, I received a cancelation of my flight out of Syracuse shortly aver dinner time. This would not be the first time of having things happen, get rerouted, spend long hours at a airport terminal but would arrive later than expected or maybe the next day. After four hours of attempting to contact Travelocity by phone or thru facebook messenger I gave up for the evening, leaving messenger open just in case. This morning was still no response on Facebook messenger which Travelocity steers you to for the more efficient responses and problem solving. Fail #1. Only until I left a complaint in their community section did I get a response. After two hours I am left with American Airlines cannot fly you there until 1/23 or they can cancel (today is 1/20, I was to fly back 1/24). If I cancel I will be refunded except for one night stay for a hotel they never got me to, and for a cancelation by the airline. Fail #2, #3 In my many years of traveling at any time that an airline could not get you there in a timely manner on their own flights they would put you on another airline in order to get you there and complete the service we pay for. Three day delay is not acceptable or reasonable to any traveler unless a massive emergency or disaster. 8”-12” of snow might be a half day delay even a day under more severe conditions, not as it is presented here. After several back and forth repetitions of common sense with the representative trying to convey that getting me there on the 23 after the show closes for the day does not work with me flying out to return home 6AM the following morning. Should not be that hard to comprehend on the customer service side of things. I am informed that they will not refund my entire hotel bill even though it is a packaged deal and canceled by their partnered airline. American Airlines via observation of their policy of not putting me on another airline and offering another solution to get me there in a reasonable manner will lose me as a customer. Travelocity will also lose my business after two decades as a customer. The Stratosphere Hotel will no longer be a hotel of choice for participating in packaged travel bundles that engages in a poor practice of fleecing customers when airlines fail to get them there. Had I decided to change my plans I would fully expect a cancelation fee within a short notice of the stay. As this customer fail not only takes a portion of my money for services not rendered, it cost me far much more in lost business opportunities conducted at the show' To make matters worse, I have not been refunded a dime, money is in limbo and they now advise that I have to cover the cost in rebooking the trip. I find this hostile and more than inappropriate. Insult to injury and Fail #4