On March 11, 2020, on the advice of one of my husband's physicians, I initiated action to cancel our upcoming trip planned for March 28, 2020. On March 14th, I was able to complete and submit a refund request on-line. As any follow-up with Travelocity was not possible, I followed up prior to the end of March directly with Air Transat, the airline supplying the service. Transat customer service informed me that they had issued a credit voucher that would expire on April 4, 2022, that Travelocity would in turn process and forward to me.
Between March 31st and April 27th, I followed up with Travelocity on numerous occasions and was always told that my credit voucher had been sent or was going to be sent to my email address within 48 hrs. Despite all their affirmations, this never happened. Obviously, this lack of forthrightness started chipping away at my opinion of Travelocity's credibility. On April 27th, 2020, at my wits' end, I insisted on speaking with a supervisor. I was transferred to Mustafa – who did finally forward a credit voucher - valid only until March 28, 2021 (a full year less than what Transat was according) and subject to numerous conditions. Mustafa also informed me that if I was able to provide appropriate medical documentation explaining why my husband would not be able to travel for an undetermined period of time, this would be forwarded to Air Transat along with a request for reimbursement. Obviously, they offer no guarantee that the request will be accepted but they say they will forward it to the department in charge of making these decisions at Air Transat. I did obtain an attestation from my husband's oncologist that he was not authorized to travel and this was forward to Mustafa by email, along with my request for a full reimbursement, on May 1, 2020.
On May 19th, I followed up with Ahmed at Travelocity who confirmed that my request for a full refund (including seat selection and prepaid baggage allowance fees paid directly to Transat) had been accepted. He also advised that it would take between 7 to 30 days before the refund would appear in my credit card account. Needless to say, I was delighted that I could finally close the file on this one! How misleading Ahmed's words proved to be. Second incident that completely destroyed any credibility that Travelocity had left.
On June 9th, as there were still no credits appearing in my credit card account, I once again followed up with Travelocity. The person I spoke with this time in customer service said she could see only my request for reimbursement - which was still pending – no refund. At that point, I asked to speak to a supervisor and was transferred to Joe. Joe then explained that my request for reimbursement and the medical attestation by my husband's oncologist had not yet been forwarded to Transat – practically a month and a half after being forwarded! He told me that, in order to activate the process of having Travelocity forward the documents to Air Transat, I would have had to phone again after having sent through the documents. This does not make any sense and had definitely not been mentioned in the previous conversation with Mustafa. Even their automatic response to my email in question made no reference to the need to phone again. As I insisted in having something in writing, on June 9th, Joe forwarded an email stating that finally my request for a refund with the supporting document had been forwarded to Air Transat and that it could take up to 72 hours to get a response from the airline, following which I should geta response from Travelocity.
As my husband is presently under treatment for stage 4 kidney cancer, I do feel that we qualify for a full refund from Air Transat. However, after all the disappointments experienced with Travelocity, I have no hope whatsoever that I will ever receive satisfaction. The 72 hours Joe mentioned has now expired. Travelocity has not gotten back to me and I don't expect they ever will
