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.
Q uestion: I’m writing to you because of a really difficult situation that I have with Travelocity.
My girlfriend and I had a set of multi-destination tickets that we booked through the site. We called Travelocity to ask if we could change one of our flights from Chicago to Washington. An agent told me it would cost another $300. She was nice but her English was not all that great. I got a confirmation email, but without any numbers.
Instead of charging me $300, Travelocity billed me another $4,000. They re-issued all the flights again, including the transatlantic flight.
I’ve been on the phone with their agents for the past month or more, trying to get this fixed. Eventually, they told me that if I cancel the remaining flights I would get a refund, which I agreed to. The refund was to appear on my credit card in one to two billing cycles. I re-arranged my travel plans and bought the tickets I needed elsewhere.
However, I then received an e-mail that said Travelocity is “unable to refund” the money. I called to see what was happening, and several agents and supervisors said that the refund is no longer possible but that I can get credit for future purchases, provided that flights take place within a year. Do you have any advice? —
Marko Grdesic, Madison, Wis.
Answer: Next time, don’t change your flights. Oh, who am I kidding? Plans change, and Travelocity should have been able to handle this request without sucking another $4,000 from your bank account.