Travelocity
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BOOK THROUGH LITERALLY ANYONE ELSE
BOOK THROUGH LITERALLY ANYONE ELSE. Travelocity is horrendous. My mother booked a round trip flight and had an unexpected death in the family. The funeral ended up being the day after her initial return flight was scheduled, so she needed to move her return flight. No change fees, should be easy right? WRONG. After their system told us we needed to contact customer service to change the reservation, it took more than 6 HOURS to finally speak to someone. We each were continually hung up on, redirected, etc. The agent I finally connected with ensured me that he would rebook her flight and charge the difference of the new flight to her card ($275). She agreed and he then said the system was down so she would have to contact the airline directly to change it. She called the airline and they were going to charge an insane fee for not going through Travelocity to change the flight. Upon hearing this, I started a new marathon of trying to get back in contact with an agent at Travelocity. The new agent said the new flight would now cost almost $400 (the same one that was $275 initially). He said the prices fluctuate and we should have booked it when it was $275 despite explaining that the system was down. We then learned that the initial agent CANCELLED HER FLIGHT WITHOUT HER PERMISSION. Knowing the system was down, he still decided to cancel her flight without informing her. After several more hours on the phone, the airline informed me that her flight was cancelled by Travelocity. Travelocity is now requiring a death certificate to get a refund for the flight that THEY CANCELLED WITHOUT PERMISSION. Book through the airline directly or any other travel site. Travelocity is a JOKE. Her sister passed and now she’s out almost $800 due to their errors. The worst customer service I have ever dealt with. If you have any issues, you will continually be hung up on, redirected, or disconnected. DO NOT USE TRAVELOCITY.