disaster, help
Nov 27th, 2006, 10:52 PM
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disaster, help
My husband and I got married October 14, 2006. The next day we were set to go to Maui and stay at the Grand Wailea. I booked the trip through Travelocity on my credit card. It was a package deal-- hotel, shuttle, and airfare. The did not break down the cost of each. We traveled from Birmingham to Chicago on United. Then began our flight from Chicago to Hawaii. Three hours and fifteen minutes into our trip, they announced that there was bad news. There was an earthquake in Hawaii and we were not allowed to land anywhere in Hawaii, we were redirected to Chicago.
When we returned to Chicago, we met with the United representative and booked our trip home for the next evening. Then about an hour and a half later we made it to our hotel room and called the Grand Wailea. I told them my name and my situation and that I would be unable to keep my reservation since my airplane would not land. They instructed me to call Travelocity. Which I did.
Travelocity told me that it was no problem, that I would receive a refund. He attempted to call the Grand Wailea, but their line was busy. He said to call Travelocity back in 2-3 days since he could not reach the hotel, but I would be refunded the hotel and shuttle. I would have to call United for the airfare refund.
I called Travelocity back three days later and was told that the Grand Wailea called Travelocity and said that I was a no show. I told this representative that I had called the hotel (they did not take note of my call) and travelocity (which they did have a record of). What I believe happened is that since the hotel room was purchased by travelocity and not myself directly, the hotel was waiting for travelocity to call and cancel the reservation. At that time, I was told since I was a no show, I would be charged a fee. I told them I wanted a full refund, but no fee. I then asked to speak to their supervisor. Then I was told I would be given a full refund for the hotel and shuttle (no fee), but they could not tell me how the trip broke down (what portion of our payment had been for the hotel and shuttle) because the refund department did not have a phone. This refund was supposed to be distributed within 30 days.
That 30 days was up about 10 days ago. I called and e-mailed Travelocity earlier this week and was told that they would investigate my request and that they were having difficulty obtaining the refund from Grand Wailea. I told them that my refund should not be dependent upon their refund from Grand Wailea since I did all that I was supposed to do and it was their error. I then called Grand Wailea and was told that Travelocity had all day to notify them of the cancellation.
Also, United only refunded us the amount that Travelocity paid them and not the value of our tickets to Hawaii.
I am very frustrated and do not know what to do. Do I need to pursue legal action? What should be the next step because I can't seem to get anywhere. Thanks, amena1980
When we returned to Chicago, we met with the United representative and booked our trip home for the next evening. Then about an hour and a half later we made it to our hotel room and called the Grand Wailea. I told them my name and my situation and that I would be unable to keep my reservation since my airplane would not land. They instructed me to call Travelocity. Which I did.
Travelocity told me that it was no problem, that I would receive a refund. He attempted to call the Grand Wailea, but their line was busy. He said to call Travelocity back in 2-3 days since he could not reach the hotel, but I would be refunded the hotel and shuttle. I would have to call United for the airfare refund.
I called Travelocity back three days later and was told that the Grand Wailea called Travelocity and said that I was a no show. I told this representative that I had called the hotel (they did not take note of my call) and travelocity (which they did have a record of). What I believe happened is that since the hotel room was purchased by travelocity and not myself directly, the hotel was waiting for travelocity to call and cancel the reservation. At that time, I was told since I was a no show, I would be charged a fee. I told them I wanted a full refund, but no fee. I then asked to speak to their supervisor. Then I was told I would be given a full refund for the hotel and shuttle (no fee), but they could not tell me how the trip broke down (what portion of our payment had been for the hotel and shuttle) because the refund department did not have a phone. This refund was supposed to be distributed within 30 days.
That 30 days was up about 10 days ago. I called and e-mailed Travelocity earlier this week and was told that they would investigate my request and that they were having difficulty obtaining the refund from Grand Wailea. I told them that my refund should not be dependent upon their refund from Grand Wailea since I did all that I was supposed to do and it was their error. I then called Grand Wailea and was told that Travelocity had all day to notify them of the cancellation.
Also, United only refunded us the amount that Travelocity paid them and not the value of our tickets to Hawaii.
I am very frustrated and do not know what to do. Do I need to pursue legal action? What should be the next step because I can't seem to get anywhere. Thanks, amena1980
Nov 27th, 2006, 11:19 PM
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It seems to me that Travelocity ought to be responsible for EVERYTHING since they were the party collecting the fee for putting all of this together. It's absurd that they're making you do anything.
I guess I would keep calling Travelocity and keep asking for this person's boss until you get a satisfactory resolution.
Although it's kind of late in the game (I assume you paid for this trip ages ago), give your credit card company a call and ask them if you have any way to dispute the charges; probably not if you paid more than a few months ago, but it's worth a try.
Sorry this happened to you - good luck!
I guess I would keep calling Travelocity and keep asking for this person's boss until you get a satisfactory resolution.
Although it's kind of late in the game (I assume you paid for this trip ages ago), give your credit card company a call and ask them if you have any way to dispute the charges; probably not if you paid more than a few months ago, but it's worth a try.
Sorry this happened to you - good luck!
Nov 28th, 2006, 01:02 AM
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OK..United only refunded the amount they were paid by Travelocity..that makes sense to me since that's all they got for your trip.
And what was the difference in the amount that the airline refunded and what you actually paid?
I agree that you'll probably have to dispute this with your CC issuer.
They will undoubtedly ask you whether or not you have tried to contact Travelocity, the hotel, etc. Make a note of when you made those contacts. It is unfortunate that you couldn't get the name of the person at the hotel you talked to. However, this was all probably a non-delivery of goods/services paid for..or at least most of them.
Good luck.
And what was the difference in the amount that the airline refunded and what you actually paid?
I agree that you'll probably have to dispute this with your CC issuer.
They will undoubtedly ask you whether or not you have tried to contact Travelocity, the hotel, etc. Make a note of when you made those contacts. It is unfortunate that you couldn't get the name of the person at the hotel you talked to. However, this was all probably a non-delivery of goods/services paid for..or at least most of them.
Good luck.
Nov 28th, 2006, 04:43 AM
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The first thing I would do in your place is write a letter detailing everything in easy to read format and include the dates and times of all your phone conversations both with the hotel, travelocity and anyone else involved. Get the name of a person in customer service dept. at Travelocity and MAIL IT return receipt requested. Make sure you have a clear last sentence of what you want them to do. (ie I expect you to issue a full refund in the amount of $xxx to my credit card account number XXXXX by Dec. 15. You might want to add something like "It's my hope you will do the right thing so I don't have to seek legal counsel."
Meanwhile, I did a search online (google) on "refunds from travelocity" I came across this page
http://www.tripso.com/archives/2004/...ng_refund.html
Mr. Elliott is the travel ombudsman at National Geographic and sounds like a good person to contact for help. Probably one of your local tv stations also has people that help others get satisfaction. Most travel magazines like Conde Nast Traveler also have ombudsmen who help consumers. YOu might try contacting one or more of them while you try to get resolution on your own.
Good luck and keep us posted.
Meanwhile, I did a search online (google) on "refunds from travelocity" I came across this page
http://www.tripso.com/archives/2004/...ng_refund.html
Mr. Elliott is the travel ombudsman at National Geographic and sounds like a good person to contact for help. Probably one of your local tv stations also has people that help others get satisfaction. Most travel magazines like Conde Nast Traveler also have ombudsmen who help consumers. YOu might try contacting one or more of them while you try to get resolution on your own.
Good luck and keep us posted.
Nov 28th, 2006, 08:13 AM
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Contact your credit card. Call them immediately, as there is a time limit - probably 60 days.
After that, send the credit card company a detailed letter with all names and dates and amounts and YOU tell them how much you want to be refunded (100%).
The credit card company should be able to get back at least a part of your payment.
After that, send the credit card company a detailed letter with all names and dates and amounts and YOU tell them how much you want to be refunded (100%).
The credit card company should be able to get back at least a part of your payment.
Nov 28th, 2006, 10:57 AM
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Get copies of phone bills. Even if your call was "free" (such as cell calls) can you get a record of having called?
If you called an 800 (888 877 866 etc) number, there should be a record of what number made the call -- if that was from your home or office, or even hotel, that could be "ammunition" in your favor, but you'd have to subpeona those records, since they are the hotel's, or agent's records.
Good luck, but as in most consumer problems, always get names, titles, etc. - advice a little late, I know, but maybe can save some other reader some headaches in the future.
If you called an 800 (888 877 866 etc) number, there should be a record of what number made the call -- if that was from your home or office, or even hotel, that could be "ammunition" in your favor, but you'd have to subpeona those records, since they are the hotel's, or agent's records.
Good luck, but as in most consumer problems, always get names, titles, etc. - advice a little late, I know, but maybe can save some other reader some headaches in the future.
Nov 28th, 2006, 11:40 AM
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<<Also, United only refunded us the amount that Travelocity paid them and not the value of our tickets to Hawaii.>>
I am confused by this statement. When I booked a package with Expedia, the cost of the air and hotel was shown as separate charges on my credit card statement. When my trip was cancelled due to Hurricane Wilma, I was refunded the exact airfare amount shown on my credit card statement. What do you consider fair value?
I agree that Travelocity should be responsible for refunding the hotel charges.
I am confused by this statement. When I booked a package with Expedia, the cost of the air and hotel was shown as separate charges on my credit card statement. When my trip was cancelled due to Hurricane Wilma, I was refunded the exact airfare amount shown on my credit card statement. What do you consider fair value?
I agree that Travelocity should be responsible for refunding the hotel charges.
Nov 28th, 2006, 03:30 PM
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Thanks for all the responses. I am just sooo frustrated.
The first thing it looks like I should do is contest the payment with the credit card company. This is made complicated by the fact that United has given an $800 refund. The trip was 3900 and Travelocity was unable to break down the cost of hotel, airfare and shuttle when I asked them.
I have actually already e-mailed Mr. Elliot and he has contacted Travelocity. I will also write Conde Nast. Thanks
Unfortunately, I did not purchase the Travel Insurance, but it was through Travelocity, so I'm not sure if it would even help me.
Thanks for all of your advice, I will try to follow all of your advice and hope for the best.
The first thing it looks like I should do is contest the payment with the credit card company. This is made complicated by the fact that United has given an $800 refund. The trip was 3900 and Travelocity was unable to break down the cost of hotel, airfare and shuttle when I asked them.
I have actually already e-mailed Mr. Elliot and he has contacted Travelocity. I will also write Conde Nast. Thanks
Unfortunately, I did not purchase the Travel Insurance, but it was through Travelocity, so I'm not sure if it would even help me.
Thanks for all of your advice, I will try to follow all of your advice and hope for the best.
Nov 28th, 2006, 04:49 PM
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I'm so sorry about what you're going through.
1. I would contact your CC company. You were charged for a product that was not delivered. Under the fair credit billing act, you should be refunded. Tell your CC that you've tried to in good faith to deal with Travelocity. Let them know that you did get $800 back from United. I'll admit that I'm surprised they gave you back money. I think Travelocity should be the one refunding you fully.
We've gotten a full refund without any problem from our CC company when a trip to French Polynesia didn't happen. Our situation was a bit more black and white than yours (the cruise line filed for bankruptcy and stopped operating).
Here's the law:
http://www.ftc.gov/bcp/conline/pubs/credit/fcb.htm
2. Do any of your local tv stations have an investigative reporter or a consumer reporter? They love stories like yours (no offense) and could get it resolved for you if you don't mind telling it on camera.
Good luck.
1. I would contact your CC company. You were charged for a product that was not delivered. Under the fair credit billing act, you should be refunded. Tell your CC that you've tried to in good faith to deal with Travelocity. Let them know that you did get $800 back from United. I'll admit that I'm surprised they gave you back money. I think Travelocity should be the one refunding you fully.
We've gotten a full refund without any problem from our CC company when a trip to French Polynesia didn't happen. Our situation was a bit more black and white than yours (the cruise line filed for bankruptcy and stopped operating).
Here's the law:
http://www.ftc.gov/bcp/conline/pubs/credit/fcb.htm
2. Do any of your local tv stations have an investigative reporter or a consumer reporter? They love stories like yours (no offense) and could get it resolved for you if you don't mind telling it on camera.
Good luck.
Nov 28th, 2006, 05:30 PM
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Amena1980, thanks for that additional information. I cannot believe that Travelocity is unable to breakdown the trip cost. It sounds like you spoke to someone completely imcompetent. Good luck and keep after them!
Nov 28th, 2006, 06:37 PM
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It's a totally confusing and sucky situation. My regrets!
I hope you get it all straightened out. My god, "you didn't cancel." HELLO! It was an earthquake and you had to turn around in-air and go back home!
I hope you get it all straightened out. My god, "you didn't cancel." HELLO! It was an earthquake and you had to turn around in-air and go back home!
Nov 28th, 2006, 09:18 PM
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Was there any reason why you couldn't have continued to Maui the next day? The earthquake was on the Big Island and I don't rememeber hearing about damage on Maui, just Oahu.
I'm sorry that you're having all this trouble.
I'm sorry that you're having all this trouble.
Nov 29th, 2006, 03:22 AM
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Be sure you send Travelocity a link to this thread.
Please keep us posted of the outcome. Makes me leery of using their service when I read this kind of report.
Would REALLY like to know if they resolve this for you, or if you have to go through hell pursuing it yourself. Good luck!
Please keep us posted of the outcome. Makes me leery of using their service when I read this kind of report.
Would REALLY like to know if they resolve this for you, or if you have to go through hell pursuing it yourself. Good luck!
Nov 29th, 2006, 12:53 PM
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Trip insurance will cover trips screwed up by weather I think. But you always want to be sure to file a claim as soon as you think you need to because they have a "window" for filing.
Alas, no insurance...
Alas, no insurance...
Nov 29th, 2006, 01:06 PM
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Thanks again, I will definitely appeal to the tv stations! In answer to one of your questions, the next flight that United could give us to Maui was two days after our original departure. Maui lost power for a few hours, even though it didn't face a lot of damage. Unfortunately, it was at that exact time of uncertainty (power loss) that the airport decided not to accept our flight. 
Dec 1st, 2006, 04:04 PM
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I finally got through to someone at sense with Travelocity. They are going to give me a refund. They are even investigating my refund from United and may add to the airfare refund. We'll see. This has been an awful experience.
