In a world of airline code-sharing and outsourced call centers, who takes ultimate responsibility when something goes wrong with your flight?
Q uestion: Last year, I booked a flight from Washington to Bozeman, Montana on US Airways, through Travelocity. About a month later, US Airways changed my flight schedule, leaving too little time for my connection in Denver.
Travelocity worked with the airline to make the change so that I could take a later flight to alleviate this problem and there was to be no charge. But when my credit card statement arrived there was an additional charge of $1,534 for this same flight.
I have contacted Travelocity numerous times through calling and e-mails and I am still being told it is US Airways holding it up. I have contacted US Airways and am getting nowhere. I have contacted my credit card company and was told that if I said I did not authorize the charge my flight would be canceled.
Am I in some sort of bureaucratic travel hell? What can I do to get this refund? —
Peggy Kite, Charlottesville, Va.
Answer: You shouldn’t have been charged extra to fix your flight. Instead, Travelocity should have worked with US Airways to ensure you were taken care of.
Q uestion: I am writing to complain about poor service I received in connection with Travelocity’s price guarantee. We recently returned from an 11-night trip to Cancun, Mexico. Our package, which included airfare and accommodations at the Valentin Imperial Maya all-inclusive resort, cost $4,615.
About a week before we left, I found the exact same package on Travelocity for $1,170 less. I filled out a form on its site and followed up several times by email. I sent screenshots as proof. Each time they responded they claimed to have not received the proof. Finally, I posted the proof to a website to be sure they could see it.
Last night, I called Travelocity and was told they would get back to me in a few hours by phone. They did not. I have always been happy with Travelocity’s service — until now. Why is this such a problem? Travelocity has a guarantee. Is it asking too much for them to honor it? —
Steven Estrella, Fort Washington, Pa.
Answer: You qualified for Travelocity’s price guarantee, which promises a $50 coupon and up to $500 back if you find a “qualifying” lower rate up until the day before you check in. Travelocity should have processed your claim — or at least responded to it — promptly.