Question: 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.