Travelocity
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Book direct with the airlines
I booked a multicity ticket from Phnom Penh back to Phnom Penh on Vietnam Airlines for an elderly friend. Mid trip I needed to change the final leg from Hong Kong to Phnom Penh by one day. The fare rules clearly stated when I booked the fare was changeable for a fee plus fare difference. I was happy to pay. I spent 9 hours on their Facebook Chat to be told it could not be done even though the new date had seats. I called the head office of Vietnam Airlines in Hanoi who rebooked the flight. Said it was not a problem and I had to pay $160-. But as I had booked through Travelocity they had to reissue the ticket. Again on the Facebook chat link for a few hours and they refused to reissue the ticket. In my view a breach of contract but I am not a lawyer. All I got from Travelocity was that THEY had no inventory. I feel it is just not worth their time to reissue a customers ticket, as the commission on the ticket has already been paid to Travelocity. They have their commission so basically do not care. Travelocity told me over a 3 day period they would call Vietnam Airlines. They never did. The airline sent me a full history of the booking (PNR purge) and there was zero contact from Travelocity. The staff too have very poor english. I am unsure where the calls were redirected from the States but their grammar and lack of basic understanding said it all. I had to buy a new ticket on Cathay for over $300-. Vietnam Airlines were fantastic to deal with and tried their best. They told me to book direct with the airline in future. I would not use Travelocity or any Agent site after this. I will only book with the airlines direct. Keep away from Travelocity.