Q: I’m autograph to you because of a absolutely difficult bearings that I accept with Travelocity.
My adherent and I had a set of multidestination tickets that we appointed through the site. We alleged Travelocity to ask if we could change one of our flights from Chicago to Washington. An abettor told me it would amount an added $300. She was nice, but her English was not all that great. I got a acceptance e-mail, but after any numbers.
Instead of charging me $300, Travelocity billed me $4,000. They reissued all the flights again, including the trans-Atlantic flight.
I’ve been on the buzz with their agents for the accomplished ages or more, aggravating to get this fixed. Eventually, they told me that if I aish the actual flights I would get a refund, which I agreed to. The acquittance was to arise on my acclaim agenda in one to two announcement cycles. I re-arranged my biking affairs and bought the tickets I bare elsewhere.
However, I afresh accustomed an e-mail that said Travelocity is “unable to refund” the money. I alleged to see what was happening, and several agents and admiral said that the acquittance is no best accessible but that I can get acclaim for approaching purchases, provided that flights booty abode aural a year. Do you accept any advice? — Marko Grdesic, Madison, Wis.
A: Next time, don’t change your flights. Oh, who am I kidding? Affairs change, and Travelocity should accept been able to handle this appeal after sucking an added $4,000 from your coffer account.
Your adventure is a cautionary account about adopted buzz agents and the causeless complication of airline catch systems. It helps to attending at this from the angle of an online biking bureau and an airline.
A big online biking bureau wants to save money, so it hires bargain agents for whom English isn’t a aboriginal language. It abstracts the amount accumulation will be added than the added amount of anxiety that get busted up because of accent issues.
An airline, on the added hand, wants a abiding thing. It wants cheeks in seats, or, added precisely, it wants the money from those tickets. Once you accomplish to a fare, it’s in the carrier’s best absorption to accomplish it difficult to change. So it hits you with fees for authoritative changes, and it about absolutely gave Travelocity a adamantine time aback it approved to accomplish a distinct abuse to your multi-itinerary trip.
These two armament are conspiring to actualize your $4,000 headache.
How could you accept prevented this? First, you should accept backward off the buzz as abundant as possible. Some flight changes can be fabricated online — it’s not bright if castigation was one of them — but I would accept approved that afore phoning Travelocity. Aback you were affiliated with an abettor who you couldn’t understand, you could accept asked for addition adumbrative or artlessly concluded the alarm (politely) and alleged aback until you got through to addition who could allege your language.
As for the refund, the buzz is the atomic able way to analyze about that. Put your appeal in writing. Send an e-mail. Your case will get a tracking number, and Travelocity will be able to accredit to it whenever you analyze about the money.
I asked Travelocity to accept addition attending at your case. It promised to investigate, but bristles months later, you still hadn’t accustomed your money. So I asked the aggregation again, and this time, it issued a abounding refund.
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