Travelocity
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Refuses to cancel and refund fully refundable flight.
I booked a flight with United Airlines through Travelocity. I paid about $100 extra for my ticket for it to be fully refundable if I needed to cancel the flight. Well, a few weeks after I booked the flight, I indeed needed to cancel it. On the confirmation email sent from Travelocity for the flight, there is a link to cancel or change the flight if need be. I clicked on the link and it sent me to a virtual agent that could help me. After choosing the flight to cancel, the virtual agent said it would try to see what it could do. The three little dots indicating that it was sending a message was up for hours after that. I finally asked it to contact an agent. I was in contact with someone named Jenny (though Jenny still messaged like a bot, so I’m not sure if it was a real person). After the (probably automated) message of Jenny saying she would read through my messages with the virtual agent to get caught up on the situation, she just said “Hi.” Not, “Hi, how may I help you,” but “Hi.” I then proceeded to say I wanted to cancel my flight and provided all the necessary information for Jenny to look up my flight and how to cancel it. Jenny then proceeded to tell me that I could not cancel my ticket and it was nonrefundable. I then provided text straight from the confirmation email where it said that my ticket included cancellation. After rechecking, Jenny still insisted that I could not cancel and could not get my money back. She offered me airline credit that is good for 12 months but could not see that I could cancel my ticket and it was in fact fully refundable. I went to the United Airlines website and was able to cancel my flight in a few short minutes and got the notice that I would get a full refund within a week. So, to offer some advice, DO NOT book with Travelocity. If you have booked with Travelocity and need to cancel or change your flight, do so on the airline website, not through Travelocity. p.s. I have the confirmation email from Travelocity and screenshots of the conversation with Jenny for evidence.