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Here’s what happened to the Richards: Shortly after booking their tickets from Denver to Oaxaca, Mexico, last spring, they got a call from Travelocity, telling them that their outbound flight to Mexico City had been canceled by Mexicana. The couple booked an alternate flight through their online agent. Or so they thought.
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If you’re confused about the online travel agencies’ service and price guarantees, take a number. So am I.
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Ginny Mahl is Travelocity’s vice president of sales and customer service — the woman behind the online travel agency’s vaunted Travelocity Guarantee. I asked Mahl about getting the best customer service from a travel Web site, and how her company is doing its part.
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Even though Kim Ryan’s airline just went out of business, her online travel agent assures her she’ll still be able to fly to Hawaii for her honeymoon. But that doesn’t happen. She’s forced to buy a new ticket and spend an extra night on the island, and now the travel agency is dragging its feet on a refund. Can this honeymoon be saved?
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There are many predictions that airlines will be consolidating, and we know they are cutting services. Now, it appears that online travel agencies are going through some sort of consolidation — the biggest are owned by four big companies.
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Jamie Tuttle’s roommate books tickets from Bahrain to Atlanta through Travelocity. But they never arrive, and when she’s forced to pay for a second set of tickets, neither her online agency nor her airline seem willing to refund the first pair she couldn’t use. After her credit card steps in and helps her recover the money, Travelocity sends her another bill. What now?
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Travelocity’s Roaming Gnome needs no introduction. This summer, everyone’s favorite lawn ornament is embarking on what he calls the Summer of Possibilities tour to promote the season’s travel bargains. The gnome’s social media friends vote on his next destination, and away he goes. I couldn’t pass up the opportunity to interview the reclusive statue.
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A new startup adds its reviews to the Internet. These reviews are conducted by paid journalists and claim to be totally independent. Will they make a difference. Time will tell.
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When Martha Schmidt tries to cancel her airline tickets, her online agent promises to help her reuse the credit quickly. But after eight hours on the phone and an email promising a response “within four to eight hours” she feels as if she’s being stonewalled. Are her tickets missing in action?
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