Otherwise known as "64 steps in my futile attempt to use my company's service to buy airline tickets for my parents to visit California in June..."

Each of the following represents my interaction with one web page.

  1. visit travel.yahoo.com (aka, re-branded travelocity)
  2. enter dates, airports, passenger count
  3. choose outbound flight/price/dates (this takes a while, but let's assume it's one step)
  4. choose return flight/price
  5. decline hotel offer
  6. review summary, agree to restrictions, and click "buy now"
  7. choose electronic ticketing
  8. enter parents names and contact info
  9. look at seat map and select outbound, leg #1 seats
  10. look at seat map and select outbound, leg #2 seats
  11. look at seat map and select return, leg #1 seats
  12. look at seat map and select return, leg #2 seats
  13. enter credit card details, including CC number into HTML "password" field, which prevents proofreading
  14. find out that "credit card number is invalid"
  15. attempt to return to previous page using "Return To Previous Page" button only to find that service maintains poor state and all data is lost
  16. fuck! start over
  17. visit web site
  18. enter dates, airports, passenger count
  19. choose outbound flight/price
  20. choose return flight/price
  21. decline hotel offer
  22. review summary, agree to restrictions, and click "buy now"
  23. choose electronic ticketing
  24. enter parents names and contact info
  25. look at seat map and select outbound, leg #1 seats
  26. look at seat map and select outbound, leg #2 seats
  27. look at seat map and select return, leg #1 seats
  28. look at seat map and select return, leg #2 seats
  29. enter credit card details, including CC number into HTML "password" field, which prevents proofreading
  30. find out that "credit card number is invalid"
  31. attempt to return to previous page using "Return To Previous Page" button only to find that service maintains poor state and all data is lost
  32. fuck! start over
  33. visit travel.yahoo.com
  34. enter dates, airports, passenger count
  35. choose outbound flight/price
  36. choose return flight/price
  37. decline hotel offer
  38. review summary, agree to restrictions, and click "buy now"
  39. choose electronic ticketing
  40. enter parents names and contact info
  41. look at seat map and select outbound, leg #1 seats
  42. look at seat map and select outbound, leg #2 seats
  43. look at seat map and select return, leg #1 seats
  44. look at seat map and select return, leg #2 seats
  45. enter credit card details, including CC number into HTML "password" field, which prevents proofreading
  46. find out that "credit card number is invalid"
  47. attempt to return to previous page using "Return To Previous Page" button only to find that service maintains poor state and all data is lost
  48. fuck! start over
  49. visit web site
  50. enter dates, airports, passenger count
  51. choose outbound flight/price
  52. choose return flight/price
  53. decline hotel offer
  54. review summary, agree to restrictions, and click "buy now"
  55. choose electronic ticketing
  56. enter parents names and contact info
  57. look at seat map and select outbound, leg #1 seats
  58. look at seat map and select outbound, leg #2 seats
  59. look at seat map and select return, leg #1 seats
  60. look at seat map and select return, leg #2 seats
  61. enter credit card details for different credit card, including CC number into HTML "password" field, which prevents proofreading
  62. find out that "credit card number is invalid"
  63. attempt to return to previous page using "Return To Previous Page" button only to find that service maintains poor state and all data is lost
  64. write pissed off weblog post about horrible on-line travel sites and tell people in charge of yahoo travel


I feel like Bart Simpson when Lisa electrifies the cookie jar.

I still do not have the tickets. But I've decided that the hour I spent on this (each page takes 5-20 seconds to respond, not counting my typing) so far (oh, and I had to spend a lot more time that I should have to find the "best fare" that I really wanted) is an hour I'll never get back.

Did I mis-type my CC number three times in a row? Who the hell knows? I can't read it back on screen. I did it via cut-n-paste the third time, using a different CC, but that didn't seem to help.

Travelocity really doesn't want my money, do they? From now on, I'm probably going to just call a human. This service feels like it was designed by a group of sadistic psychology drop-outs.

Posted by jzawodn at March 24, 2004 04:47 PM

Reader Comments
# Jonathan Disher said:

My boss signed me up for Northwest Airlines' WorldPerks when we started travelling last year. Since December 15th, I've gained Gold Elite status (and 115,000 miles), so I now have access to the "elite" phone reservation number. I've found it to be immensely more useful than the website.

on March 24, 2004 05:26 PM
# Gee said:

Thanks for sharing. That really fucking sucks. Really. Why don't you try calling their CEO and venting, Mr. The-Whole-Revolves-Around-Me. Looking forward to your next blog about some incredibly fucking petty detail that you make a huge big ranting deal about.

on March 24, 2004 05:36 PM
# Mike P. said:

Uh-huh, anyways...

I've had about the same experience with Travelocity; I even received a confirmation notice which was followed two days later by a 'sorry, we can't book your ticket for you' note. I was booking far in advance, but I've not even thought about them since.

on March 24, 2004 05:54 PM
# Chris O'Donnell said:

I started using Preview Travel in 1996, which got sucked up into Travelocity back in the boom days, and I've never had a problem with them. I haven't traveled a whole lot recently, so maybe the service has gone way downhill. It used to be great though.

on March 24, 2004 06:15 PM
# Alden Bates said:

Did it provide instructions on how to format the CC number? I've seen some sites which require you to leave out the spaces, and some which require you to use hyphens, and all sorts of weird things...

on March 24, 2004 06:16 PM
# Courtney said:

Weird. I've used travelocity for all of my admittedly few airline bookings (once or twice a year for the last three years), including international, and I've never had a problem - not even requiring No Tax since it was a state gov't card on one....

on March 24, 2004 07:03 PM
# Jason said:

Oh man...it sucks that you are wasting time with this, but I must admit that I was laughing my ass off reading that entry.

on March 24, 2004 07:17 PM
# david said:

I imagine somebody at Yahoo must be reading right now..

"Holy crap, John is that us?"
"Travel? Yep."
"Hey, sound the clean it up alarm."

I really do feel sorry for others that had to go through the same process..that really just sucks. It makes you lose business when your UI doesn't work the way its supposed to. Its actually the stupidest reason to lose business as well- just because your UI isn't designed properly.

Oh well.

on March 24, 2004 07:39 PM
# anonymous said:

Well, that or forwarding it off to Travelocity to have them fix the fucking mess since they're tired of trying to convince them it's a problem.

on March 24, 2004 08:00 PM
# Gnomon said:

This is too incredibly nerdy for words, so I apologize in advance, but the Simpsons episode to which you're referring is "Duffless", 9F14, and originally aired on 1993-02-18. Search forward for "Bart's turn" in the linked capsule file to reach the exact segment.

on March 24, 2004 08:34 PM
# Michael Moncur said:

Say what you will about anticompetitive dehumanizing megacorporate world-crushing monopolies, but I always have a very easy time booking travel with Expedia.com.

on March 24, 2004 08:36 PM
# Dominik said:

"attempt to return to previous page using "Return To Previous Page" button only to find that service maintains poor state and all data is lost"

Oh I hate this too. I happens always after long forms.

Other great error measage:
"Your session has been determinated"

on March 25, 2004 02:09 AM
# Jake said:

I agree. My wife and I also checked out Travelocity and found Expedia to be a much more satisfying service in every regard.. (Including pricing)

on March 25, 2004 05:17 AM
# gabriel ricard said:

I generally tend to use CheapTickets, but they're not perfect either. One time I found a great fare on their site, and I "saved" it to purchase later. Well, when I went back the next day to purchase the fare it wouldn't let me. The fare didn't disappear or anything, there was just a bug (which they admitted to) in their system that stopped people from being able to order saved fares.

When I finally decided to call them up and ask why I couldn't buy it and they told me to just do the search again and then purchase it - THEN the fare was gone. They accepted responsibility for the bug, but they declined giving me the same, or similar deal or even a discount for having lost a cheaper fare - even thought it was THEIR FAULT that I couldn't order it.

on March 25, 2004 06:26 AM
# Jeff Judge said:

Try Orbitz; it's cheap, easy to use and has an excellent system of trip status notification (ie - flights have changed, cancelled, etc).

on March 25, 2004 06:27 AM
# said:

You have been able to do all of this faster if you didn't document the whole thing. I mean, if I stopped a documented every single time I hit the back button on a browser and lost my form data, I'd probably not get very much done.

on March 25, 2004 07:42 AM
# justin said:

eurostar's booking service preserves state very well - never had a problem ever with booking on it.


on March 25, 2004 08:22 AM
# Peter said:

Jeremy Zawodny's blog
Linux, Perl, MySQL, Open Source, and whatever other random [edit]bitching and moaning [edit]catches my interest...

j/k. all good stuff.

on March 25, 2004 10:07 AM
# pb said:

Could be related to Travelocity's recent redesign.

Orbitz is the best.

on March 25, 2004 03:16 PM
# todde@timaonline.com said:

you shoulda used www.fareseek.com

For hotels you shouda used www.us-vacation-guides.com

on March 25, 2004 03:17 PM
# Arcterex said:

Not to ask silly questions, but did you try to type out the CC number in a text window and copy it into the text field, so you know you didn't make any mistakes?

Not that it's not a good (for people != you that is) story :)

on March 25, 2004 04:08 PM
# Jeremy Zawodny said:

Arcterex: Yes. You didn't read the whole post, huh?

on March 25, 2004 04:16 PM
# JD said:

That's why I like Expedia!

Just like Amazon, Expedia will handle your back/forward buttons of browser without any troubles at all! You can browse hotels, book it, go till 3 step. Then go again and browse hotels. All these while you are using back/forward buttons! I, myself being web developer, can imagine how much trouble they would have taken to write such solid code. I highly recommend it!


on March 26, 2004 11:26 AM
# alex said:

Just when you thought it would be easy to get tickets online! I would rather order them direct from the airlines.

on March 26, 2004 05:01 PM
# justin said:

what's staggering is that sites like Travelocity actually have a problem in this day and age with state preservation.
Understandable in the past when the web was taking off and the tech was relatively new - inexcusable now.

on March 27, 2004 02:56 AM
# Shantanu Oak said:

1. I fully agree that even the sites like Yahoo needs to improve their interface.
2. I have never used the service, therefore pardon me if I am wrong, but I thouht that once I enter all the details in Yahoo wallet, they will never ask for it again.
3. There is a bookmarklet (view passwords) to convert those stars in the password feald. http://shantanuoak.com/sites/links4.php

on March 29, 2004 07:35 AM
# Lenny said:

I booked two tickets for my fiance and myself today to a flight from Manila to New York. Two hours later received a call from Embassy that her visa will not be ready for the time of the flight.
Called Travelocity right away and ask to cancel the booking.
Well 4 hours is a long time when money is involved. They told me there is nothing they can do and tickets are non refundable non exchangeable and basically they don't care whatever I will fly or not since my card was already charged. I'm not rich person and 1400 make a difference. So now I wonder how they still doing business. If you are about to buy a ticket from Travelocity, please do yourself a favor DON'T.
Just call airline directly and at least they will disclose all the fine print with you.
As myself I will never use Travelocity again, considering that I'm flying every year they just have lost a lot of money, much more that they made of this booking.
The only way to punish this kind of behavior is to take your business to another vendor, there is plenty around.

on July 22, 2004 06:51 AM
# Butter Bing said:

Hey, this is about Yahoo! Travel, which is far behind Travelocity.com's own site in the technology department. Yahoo! probly won't spend any time or money to work with Travelocity to upgrade since they get paid a big annual fee by Travelocity upfront and don't care.

on September 15, 2004 02:35 PM
# Connie said:

My experience: Tried to book a hotel room. It took me to a page that asked me to fill in personal info (address, etc.) I did it, hit finished, it came back I needed to fill in my e-mail address. There was absolutely no place to fill in the e-mail address. I looked and looked. Even the directions listed everyting you needed to fill in and did not say anything about e-mail. Weird and a big waste of time. Expedia got my business.

on August 21, 2005 02:36 PM
# Richard said:

Warning !!! Do not use Travelocity, unless you enjoy being taken !!
I purchased 2 airline tickets for my honeymoon and selected seats using their website..5 seconds later my Itinerary showed seats far apart both ways(good start for a honeymoon).I immediately verbally requested my seats.Not available!..I was told no refunds(nah nah)It has been 4 hours since then and their site still shows the same seats available!!!!This is a gross mis-representation to the unsuspecting consumer and with no recourse. Looks like I got_____before the honeymoon.....Aghhh.
My advice..use the Airlines own sites and forget online travel agencies for the occasional flyer.

on September 27, 2005 08:37 PM
# Kate O. said:

Exactly what Richard and Lenny said. I never ever ever will be using travelocity or yahoo again. I booked a trip to San Diego a month and a half ago. I realized I made a mistake 2 minutes after hitting the purchase button. I was on the phone with Yahoo's customer service for 1/2 hour. They told me they would refund me but that it would take 30 days for the refund to show up on my charge card. There was no confirmation.

Fast forward to the week before the vacation. I call back in again to complain that I hadn't been refunded and my tickets were not cancelled. Well, they took care of me again, saying they were very sorry. I was told I would be refunded the full amount and that the trip will be cancelled.

All I got was an email saying the trip had been cancelled. And the cancellation charge equalled the charge of the trip. How convenient. I've now been on the phone for an hour, listening to their horribly insane musak.

So... they will not only offer you NO customer support if you do make reservations. But they LIE to you REPEATEDLY. I think consumer affairs needs to hear about this.

on September 30, 2005 10:03 AM
# Jordet said:

My 1st experience with Travelocity was flawless. The 2nd however was not unlike jamming a toothpick in my eye with a sledgehammer! I went thru the online process no problems... I reviewed the order, then hit submit. I got an email confirmation with itenery. TOTALLY WRONG!!! The flight was reversed and the times and dates were completely different! I was enjoying their "On-Hold" music within 30 sec!

15 min. later, I was talking to.... Scratch that.... I was ATTEMPTING to communicate with some poor girl, who's second... no.... fourth language was English. Her solution to the problem was to cancel the trip and give me refund which was to promptly appear on my CC in 30 days. I told her that did not work for me as it would not help me reach my destination. She repeated this "solution" 3 times apparently thinking that I would finally break down and decide I did not need to take the trip. Much to her chagrin, I asked to speak to her supervisor. Much to my delight, I got to work on memorizing their "on hold" music again.

45 min. later, her Dad picked up... I went thru the the whole sob story again to which he offered the same unacceptable solution. we proceeded to go rounds back and forth with each other until I FINALLY scored the KO in the final round (or so I thought) He agreed to refund the money immediately and rebook the tickets with the CORRECT info.

He DID re-book the tickets successfully however, it took another 4 calls and 30 days to get the refund!

Fond memories,

on November 23, 2005 03:11 PM
# Sam Sheppard said:

Yes, Travelocity sucks!! I booked a one-night in NC on a trip to MD for a funeral. I read the fine print carefully. Then I booked 4 nights at the Marriot Courtyard in Columbia, MD. Why read the fine print again? I should have!! I checked out 2 days early but could not get a refund!! My fault? Yes... Will I EVER use Travelocity again? NO! Will I EVER stay at a Marriot property again? NO!!

on December 2, 2005 09:44 AM
# Jared said:

I work at Travelocity and all your promblems are your own fault and we don't give a shit what you do, so if want to go somewhere else then go ahead we will still always be in business and your piss ass little complaints do nothing to us so pass this along I DARE YOU.

on March 30, 2006 12:59 PM
# DT said:

Coming from Travelocity, I can say that Jared is not a Travelocity representative, and should realize the legal liability involved with this.

I apologize for letting this go on and for the frustration I've seen from each of you. We take all customer service issues very seriously. I am forwarding this information to appropriate teams in the company.

on May 31, 2006 08:54 AM
# Susan R Meyer said:

I booked a flight to Portland, Maine on Travelocity about a week ago. I requested a PM flight, and when the list came up showing a 6:40 flight, I was delighted, booked, paid, exited and thought nothing of it. Well, I should have thought twice. And read more carefully, as it turns out. The flight was NOT 6:40 PM but 6:40 AM. Since my conference ends at 1:00 PM, that won't work for me.
I called Travelocity, explained that this was clearly some sort of systems issue, and attempted to get them to rebook the flight at no additional cost to me. The customer service rep. said no. His supervisor said no. HIS supervisor said no. And told me it would cost me $130 to re-book a $147 flight.
My real issue, however, is not the lost money (although I'm not happy about it) but rather the attitude with which I was treated by each of the five people I spoke with. Each and every one of them took considerable time and great pains to tell me exactly why this was all my fault. They didn't stick to "we're so sorry this happened, but we are unable to waive the change fee." No! Each one of them made sure that I knew that this was all my fault and exactly how I had brought this on myself.
Travelocity said:
"If you'd called within 24 hours, we could have fixed this," I was told. "It's your fault for not calling sooner."
"You should have checked the time more carefully. You must have looked at the display by price, not time."
"It was your error. Our system is never wrong."
OK - so the lessons for me are:
1. check everything at least twice before clicking confirm.
2. Never ever ever do business with Travelocity again.

on July 3, 2006 07:18 AM
# Jared said:

Jared here I figured I would make one LAST appearance to defend myself and by the time this is read by anyone my computer will be on a moveing van heading far away from here so this is posted from an ex employee of travelocity and I will tell you why they suck and list all the reasons they don't care about customer service and then you won't here from me again. DT said I didn't work at Travelocity well I did at the time he posted I didn't I gladly gave my resigination some month before because I knew I would be moveing soon and because they screwed me out of alot of money in comissions. So lets look at why I can tell you they don't give a shit about customer service.
1. Takeing away american jobs and giving them to India where most of them don't speak good english and you can't seem to get them to understand your promblem or can't understand them but I am sure Travelocity saved some money on payroll.
2. You purchase a 14 day advance ticket at 9:45 p.m. pst and it sits around in queue for 20 minutes so when it's ticketed at 12:05 a.m. cst no more 14 day advance guess what you loose.
3. I can't tell you how many times I had a customer call and thier ticket had been issued but multiple times if they catch it within 24 hrs. great if not you have to send in your credit card statement showing us proof. Of course if we gave a shit about the customer we would clearly be able to see our mistake and correct it and if you used a debit card I hope you have some extra money sitting around because you are screwed.
4. How many people have seen a rate advertised for a flight, hotel or cruise only to try and get and fail and all we do is feed you some line of BS as to why we are not going to honor an advertised price?
5. How many of you hotel clerks like our easy billing system for our hotels. 6. Speaking of hotels we are required to offer you what we call an MMH hotel which may be the best price if you are not military, AARP, AAA or senior citizen but try to get a rate for one of the above on a good buy hotel(the ones with the green tags) not going to happen we are going to tell you that is the best rate.
Well I have defended myself and really not told anyone here something they already didn't know.I must leave for good I have movers waiting on me. I will continue in the future to bash the shit out of Travelocity and tell everyone I come in contact with how bad they are and as an ex employee I will have more of a chance to have a listening ear. This is Jared saying good bye.

on July 13, 2006 01:00 PM
# Sandy said:

I booked a trip to see my son graduate from boot camp. I was told by the booking agent that if the dates needed to be changed, their trip insurance would cover it. I paid the extra $81 thinking it was a good investment. When the military moved up the graduation date, I called travelocity to change the reservation. I was informed by the 1st person I talked to it was covered and to call the insurance company. They said it wadn't covered, I called travelocity back, the next person there said it wasn't covered. I had to pay a cancellation fee and was told they would look into the pobbibility of a refund in 3 to 4 weeks.

on July 25, 2006 04:40 PM
# Linn said:

I booked travel early today from Boise, ID to Columbus, OH through the Travelocity web site. I received a call later in the day from Travelocity and they informed me that the lay-over from one of my connecting flights was under the acceptable lay-over time (40 minutes is the minimum time and my lay-over time was 35 minutes). I was at work and didn't have time to deal with the situation so I called my wife and she called Travelocity. After spending 45 minutes on the phone, Travelocity told my wife there were no alternative options (without paying a lot more money for brand new flights). So I called Travelocity later that evening. I spent 1/2 hour on the phone with a very courteous representative and he found new flights using less connections than what our original itinerary stated. Also, he was able to find a better price. He told me it would take 4-5 minutes to finish processing the new flights. During that time we became disconnected. When I called back, the new representative I talked with could not access any information from my previous phone call so I had to start over with new flight information. After almost an hour on the phone, the new representative could only find flights that were more expensive and she suggested I accept these new flights. I told her that I was upset that I would have to pay more for their mistake. Why would their web site allow a customer to choose flight curriculum with inadequate lay-over time? This was not my mistake. Travelocity said there was nothing they could do about it. I told her to book my original itinerary (with the inadequate lay-over time - hopefully 35 minutes should be enough time). After another 15 minutes, she claimed she booked the flights. I have yet to receive a confirmation.

on September 28, 2006 10:40 PM
# Mark said:

If you ever expect a refund from Travelocity whether the cancellation is your fault or not. YOU NEED PATIENT... TO DEAL WITH THEIR AGENTS. And I'll tell you why. You will get different responses from different agent every time you call. My trip was cancelled back on 6/13/2006. Long story short, after many calls and long waits "please hold for 3-4 min, sound familiar huh!), and loud words exchanged. I got the refund approval from a supervisor on 8/29. I was promissed to get a refund after 7 business days. Called back on 9/5 and was told to wait another 30 business days from 8/29, and appologies were poured out heartlessly. Called on 10/6 and refund still in process.

Sorry for long story, but worth to read...
Called on 10/17 and shocked that agent Garey told me refund already processed and should check with my credit company. Called my credit company (Chase) and they didn't see any refund to my CLOSED account, and they said there's no problems to receive a refund to a CLOSED account. Was asked to fax in my request to the Correspondent Dept along with my Chase statement and explanation. Called Chase back to see if they received my fax. Well, another pain to deal with Chase, I had to send another fax to see if they already received my last fax because there is no phone number to contact the Correspondent dept. Called Travelocity to find out exactly when they processed the refund and hoping to get a reference number or something, and instead found something new this time. God knows why, but I was told the refund was rejected by Chase, huh? I was about to go insane because different agents telling me different stories in the same day!!!
Called Chase back to inquire but useless and was advised to speak to Travelocity supervisor to get a direct refund to my name, which I didn't think possible, and I think Chase didn't want to help. Frustrated! Called Travelocity again, well they couldn't find my file even with the Trip Id I always used, and then was told to wait another 7-14 days because they just requested a new refund blah.... blah.... Very patient and determined to fight... and requested to speak a supervisor. Well, the supervisor reaffirmed the refund rejected and there is no reasons for them to keep the refund. Earlier other agent told me to wait for another 7-14 days because they have to get the money from the airline/hotel, which freaked me out.... The supervisor gave out the day when it was processed 11/9 (another different answer, you see), no reference number, then asked me to speak to the Billing Dept and I said "no" because I don't want to talk to ANOTHER AGENT. I asked her for a refund to me directly, and was told it's impossible, and can't do anything now since the Refund Processing Dept is closed. Was promissed to refund tomorrow. You see what a bad day I have had so far. I was about to burst and scream...:-0000. Called Chase one last time and request to speak to a supervisor. She sounded sympathetic to my situation and promissed to contact Chase Correspondent Dept. to make a note not to reject and watch out for the new refund, and gave them my cell number to call me back. I forgot to ask for her name, but have an instinct that she's an honest and professional lady from TX. I spent about the whole day making calls to Travelocity and Chase back and forth about 6-7 times, and was exhausted, but decided to share my experience on-line so others won't fall into the same trap. Well, in my case the trip was cancelled due the weather. I closed the credit account because I didn't expect to cancel the trip. So lesson learned: NOT TO CLOSE YOUR CREDIT ACCOUNT until after your trip. That would save me half the trouble or so...

I will update as to what will happen next tomorrow 10/18, whether or not I receive any calls from Chase and then I will call Travelocity on the next day or so.

on October 17, 2006 05:42 PM
# Mark said:

Horrible Experience with Travelocity and Chase Credit Card continued...

10/19 - Talked to Travelocity agent (Tia) and she insisted they can only refund to Chase. Demanded to speak to her supervisor and her supervisor (Lindsay) said the system was down, and promised to cal back in 1/2 hour. Well, she called back in more than one hour later and left a voicemail saying that they're working with the Billing dept and advised me to call back tomorrow.

10/20 - Called Travelocity and got transfered to the Billing dept after being screened by one agent and one supervisor, just about 45' of waiting and explaining about my case. Spoke to Johnathan in Billing dept and asked him if it is possible to transfer my refund to another credit card. He told me to check back in 7 business days since they might have to start a new refund??? Also sent another email to Customer Care and later got a reply saying they're working on it and advised me to check back in 7 days. So I thought, well they're actually doing something serious this time. Guess what, another surprise!!!

11/1/2006 - Called Travelocity Billing Dept., spoke with agent Shera and she told me to call my bank because the refund was made on 9/11. So I requested to speak to her supervisor. She transfered me to her supervisor Sandra Nobel, and the supervisor persited that the refund was made to Chase and gave me an Authorization Code used during the transaction. So I called Chase, but they couldn't do anything because they don't have my active account just like before, and advised to fax to the Corespondence dept. again. By the way, I got a fax replied to my previous fax from this department on 10/20, and they informed me that they requested the Credit bureaus to remove my account information, which was not what I had asked for (I had asked them if they received my refund from Travelocity and if so, please pay me back.) Today I sent them another fax letter explaining the problem, the misunderstanding, their replied fax which was not what I had asked for, the information that Travelocity Dept provided me, and so forth. I then called Travelocity back again and I had to explain to another agent in the Billing Dept before she could transfer me to Sandra. Sandra still rememberd me because I just talked about over an hour ago, and I asked her to check and confirm that Travelocity already paid to Chase, and she said, "yes, sure, 100% Mr. Mark...". Well, now it's on the hand of Chase, I think...
I also tried to access my Chase online account and thinking I can send them a "secure e-mail", but got denied. I guessed they purged my account??? So I can only hope Chase Correspondence Dept. reply to my fax soon. I have prayed and promised to make a 10% donation to my church when I get my money back. What else can I do???


on November 1, 2006 02:07 PM
# Connie said:

OMG!! Travelocity is awful. Had the same problem,only travelocity said they never got my pt, but i had charges on there from Delta. I finaly called delta and they ressolved the situation. TRAVELOCITY BURN IN HELL, I'll never get my 4+ hours I lost during this ordeal!! Don't use trvelocity.com you'll suffer the consequences!

on November 3, 2006 03:19 AM
# Lee Larson said:

No one should EVER be surprised by any person or agency that says 'Come on down!' or 'I'm here to help.' Anyone in a position to screw you over will more than likely be unable to overcome the urge to do so.

on December 20, 2006 10:53 PM
# Mark said:

I want to put a closure on my case, just in case people are curious as to what happened since then...

Well, I faxed to Chase 3 times and waited, waited, and waited. No fax replied at all. I then sent e-mails to Customer Relation (Internet email) Dept. Got mixed answers just like those from Customer Service (Phone) Dept. Then on the end of October, I got a letter in the mail from Chase stating they got the money, but need to identify the purchase/merchant/etc, and they said that it usually takes 30 days to resolve the problem. So I faxed them my receipt and documents on 11/6/2006. And I hoped to get my money back before the end of the 2006 at least, but NO, NADA, ZIP, no single letter from Chase nor Travelocity. More than 60 days passed and on 01/03/2007 I faxed Travelocity again, and also sent e-mail to Travelocity asking them what's going on. Well, a few days later Travelocity responded that their record showed the refund was already made but only show the cost of the hotel, not including the air fare. So I e-mailed them again asking them to verify.

On 01/08/2007 I sent a formal fax letter to Chase to inform them that this would be my last letter before I will file a complaint with the Consumer Affair. Not sure if it was a coincident or because of this letter, the next day I got a FIRST call ever from Chase telling me that I will get my money within a week. On the same day, I also got another call from Travelocity!?

Things went well after that all of the sudden. They Fedex'd the check to me on Friday 1/12/2007. GOOD GRIEF!!! My wife and I thanked GOD that we got our money back. BTW, before the year ended we made a special offering (for the refund) to our church as we had prayed...

With that I wish that people don't have to go through what we went - about 6 months to get a refund, worst thing is you're not sure if you will get it!


Some words for Travelocity and Chase: Be more responsible and understanding to your customers' special situation like mine.

Good bye and Good luck!

on January 23, 2007 08:41 AM
# LMF said:

Have spent 2 hours trying to cancel a total trip package to no avail. Travelocity's policy is to frustrate you into giving up. Be warned. NEVER book with this company EVER. If you have to cancel, you'll be screwed, even though you are guaranteed satisfaction. You'll be told that you have to be transferred to a Total Trip Department. As far as I can tell, it doesn't exist.

Without question, the worst and most dangerous anti-consumer friendly corporation I've ever dealt with.

Save your money and time. Go elsewhere.

on March 5, 2007 03:38 PM
# MLp said:

Actual Customer Service letter that I just SENT!
am on hold with Travelocity and have been so for well over an hour. My husband and I decided to fly from Seattle to Reno so that we could attend our daughter's camp's Parent Night at Lake Tahoe tonight.

We were thrilled to find a perfect flight/hotel/car for our impromptu flight on Travelocity which we booked yesterday.We were disappointed when we logged into Alaska's site to check in and print boarding passes and received an error message indicating the flight had been cancelled and that we should call Alaska's 800 number. We did that and the rep tried to find 2 seats to Reno from Seattle today --and there just weren't any available.

I called Travelocity to cancel the package. I have been on the phone with a total of FIVE --FIVE support reps. I now have the heartiest irritation building after an hour and a half of your annoying muzak.

God! If only the whiny woman and nasally man discussing informative information in hipster tones would stop. Ick. After years of using your service, I am prepared to resort to horse and buggy --if this annoying muzak is what I'm reduced to--while trying to find customer support. That's right. I said it. She is whiny. He is nasally. Hipster banter is not appreciated.

Each one of your FIVE reps asked first why my husband and I missed the flight. Do you not train your support personnel to listen?! Alaska CANCELLED my flight! Therefore, we were not there--as...as ...as....wait for it. THERE WAS NO LONGER A FLIGHT. We are not in the habit of arriving for something that doesn't exist.

Finally. REP 5 contacted Alaska and confirmed the airline cancelled the flight.

Alaska is agreeable with refunding my money. In 30 business days. 6 WEEKS?! 6 WEEKS?! I must say that both Travelocity and Alaska were ready and able to TAKE my money instantly. Both companies clearing over a billion dollars in revenue per QUARTER and you can't figure out how to get my 600 bucks refunded in less than 30 business days?

Do me a favor--please don't send me the 25 dollar voucher, good for use in the next 12 months--and please don't offer me 15% off of my next whatever.

Travelocity and Alaska? You were my favorites. I am so sad.

on August 2, 2007 05:21 PM
# KATRINA said:

Let me tell you what happen to me. I am a single mother of 3 along with a part-time student at DePaul University. I do not make much but did decide to treat myself on a cruise to the Bahamas. Well I saw an advertisement for this 3 nights and 4 day cruise on Travelocity. It stated $249 but because I was taking this trip alone my total was $387. It was the weekend of my birthday had a long semester, received good grades and decided to treat myself. Because I was on a budget I contacted a friend that works for Delta purchased a buddy pass from him and began to look forward to my overdue vacation, did I mention I do not travel this would have been my second time traveling in my life. Well the cruise ports from Miami Fl, I was unaware that this was spring break and Easter holiday. To get to my point I planned to fly out on Thursday 3/20, on Thursday morning a 1am my friend called and said that all flights were booked going out of Chicago. I went to the airport in hopes to get lucky. Well it did not happen. Not only was Delta very insensitive to the matter of me happening to get to Miami so that I would not miss my cruise. Travelocity who I booked my cruise through had no sympathy at all. They simply stated that because I did not pay $99 for insurance on a 3 day cruise it was nothing that they could do. Very, Very, Very, Very, insensitive. I went back to the airport on Friday in hopes to get an early flight to catch my cruise and all flights were canceled due to the weather. I contacted Travelocity to ask them if they could just move the cruise to another date. No, was all I got, you should have purchased the insurance. The insurance is ridiculous. I have a co- worker who went to Aruba on a $2000 trip and spent $30 on her insurance. Travelocity has the worse policies ever.

on March 25, 2008 02:31 PM
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