Travelocity Follow Up
Last week I documented my experience getting “stuck” after purchasing a package from Travelocity.
In short: My airline ticket name was incorrectly entered by an agent. The agent could not correct the name, OR refund the $1,300 price. He only offered to “exchange” it for another package. I requested a far cheaper $65 hotel “package” to get rid of the $1,300 on my card.
Joel Frey from Travelocity read my story and commented promising follow up. This week he refunded the $65 “hotel package,” (the substitute I didn’t really want,) and also sent a $100 credit towards future use on Travelocity.
In his email to me he noted my frustration and apologized. I sensed some ambiguity over whether myself or the agent entered my name, so in my thank you email back I included the following:
I do want to clarify: The name was improperly entered by the AGENT, not by me. Because my original package was declined I had called back and accepted a higher price. The package was cancelled and reprocessed over the phone, not by me on the website.
I’ve entered my name on hundreds of web forms and have never once misinterpreted or incorrectly entered my own name in the “first name” and “last name” fields.
I’m very big on personal responsibility, and I read many travel complaints involving customer caused screw-ups and wonder how people can accept tickets and packages without reviewing the clearly printed summary and details that they selected, but in this case the error, (and lack of correction,) was on the agent side.
Joel also wrote that they will use this as additional training with agents so that names are processed correctly, especially given airlines’ strict policies. Hopefully phone agents can be more empowered to assist others who find themselves in the same situation.
My thanks for the quick response and outreach. I have a weekend in New York City coming up, so perhaps I’ll use the credit to make a dent in a hotel price – and hopefully have an better Travelocity story upon return.
Related: Travelocity Last Minute Packages