Azure Jane Lunatic (azurelunatic) wrote,
Azure Jane Lunatic
azurelunatic

Oh, so Travelocity wanted feedback on their *Customer Care Center*'s performance!!

Yep, I sure 'nuff got a second survey!

I am mostly unsatisfied with Travelocity in general. I am not at all satisfied with my most recent experience with Travelocity's Customer Care Center. The wait time to speak with an agent was fairly acceptable, however. During the call, the Customer Care Agent spoke to me in a professional and courteous manner. He did not understand the reason for my call, suggest or recommend options to help resolve my question, provide me with accurate information, explain Travelocity's service policies and product features -- or resolve my question! (The hotel manager had to do that.)

It took multiple calls to resolve my question. I was transferred once during my call. Travelocity's Service Guarantee "everything about your booking will be right or we'll work with our partners to make it right, right away" does not seem to have applied in this case.

I am 0% likely to recommend Travelocity for anything to a friend or colleague (or random internet stranger) based on my most recent experience with Travelocity's Customer Care Center (and am in fact likely to recommend that they look somewhere else).


Please feel free to provide any additional comments regarding your experiences with Travelocity including what we can do to serve you better. (Please limit your comments to less than 2000 characters.) (Oh, gosh, you shouldn't have.)

When I called this second time, the customer care agent did not sound as if he was aware of what had happened in the previous call, and did not show any inclination to attempt to make it right. He did not understand what I wanted, and I had to explain it at least three times to him, and almost badger him to get him to call the hotel manager that the first representative promised me would be called. He sounded as if he were trying to enforce a no refunds whatsoever under any circumstance policy, which was not consistent with what the first agent said, and kept telling me we'd checked out when we hadn't yet (the checkout time was in half an hour at that point). I had originally booked a single hotel room for 4 adults; my travel companion realized when she arrived (some hours ahead of me) that this would not be sufficient, and booked a 2nd room. I'd wanted the refund of the extra occupant fees as there now were no extra occupants. When I eventually spoke to a hotel manager she said that I could have gotten a refund had I contacted Travelocity at the time of the initial booking of the 2nd room (never mind that I was still on an airplane at that point). I considered the situation resolved at that point, with an answer I did not like. I have therefore given up my hopes of a resolution in my favor and am now merely sharing my experience with Travelocity with the internet. You can thank your customer care agent for that. Never booking a hotel through you guys again.
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