Travel Blog

A customer who's fed up with Travelocity.

Travelocity.

The folks at Delta cancelled the flight that I purchased. Should be no big deal, right? Right. Riiiight. It was a big deal. At 2:42 yesterday I got an email that said that I needed to call Travelocity right away, my flight reservation had changed. Turns out that my flight from Lansing to Cinncinati had been cancelled. However, I had been booked on a new flight.

So, I call Travelocity. Turns out the flight that I'd been booked on left lansing at 9:06 pm. This was problematic as my scheduled flight from Cinncinati to Atlanta left at 8:45pm. This is called a misconnect. The first gentleman I spoke with was certain that I needed to send my paper tickets back to the main Travelocity office in San Antonio so that I could be issued new tickets. I was assured that nothing could be done until I sent those paper tickets back. To accomplish the information transfer described above took around 20 minutes (most...

Well, I didn't just want a paper ticket that would misconnect me, so I called travelocity back. This time I spoke with a woman named Jennifer. Nice woman. She informed me that the fellow I'd just spoken with for the past 20 minutes was, in fact, dead wrong about sending my paper tickets back. All I needed to do was show up at the airport. Great, I thought, now all we needed to do was deal with the misconnect.

I don't know if any of you have ever been on hold with Travelocity.com, but if you have been, you're probably aware that their hold music is the sort that makes people go postal. It wouldn't have been so bad if I'd been on hold for, oh, say 10 or 15 minutes--but after 35 minutes of hold music I was about ready to start killing things.

I'm very grateful to these two women--Jennifer and the Delta representative. However, their employer, Travelocity, should be ashamed of itself. First of all, they should be properly trained so that they can deal with easy to fix problems--like mine--in something under the hour and a half that it took for them to figure out my minor problem.

I have a lot of sympathy for Jennifer. She was most likely working in India--where Travelocity has outsourced it's call center. That means that she was dealing with ornery Americans for her shift which probably went from something like Midnight to 10am, her time.

I don't really like dealing with pissy Americans ever! Imagine doing that on the night-shift. Regardless of her kind service, I'll probably refrain from working with Travelocity again. Too many stories of nightmares out there for me.

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