They apologized and said they would take care of it. I was put on hold as my wife found us a different hotel to stay at. They came back on and said the property wouldn't allow for a refund. I was shocked. I then spent the rest of the day trying to get my money back.
We missed the first day of our vacation because Travelocity has zero customer service and is perfectly happy to take your money. Even though you pay them directly, their customer service people cannot authorize a refund and will argue with you for hours.
Just find a hotel and book directly with them. We asked to cancel a night but they refused saying that there is a minimum 2 nights booking. Get buying tips about Travel Sites delivered to your inbox.
Thank you, you have successfully subscribed to our newsletter! Enjoy reading our tips and recommendations. This automatic charge does not show up in the pricing when you "reserve" your car. It's also a bit obscure in the "itinerary" when you receive it. Travelocity sent a separate email about the additional charge, but I get hundreds of emails in that inbox, and since I didn't do anything other than reserve the car, I didn't pay attention to that particular Travelocity email.
It's not clear from the get-go that your price is going to be higher due to this charge, which is not right in my opinion. Travelocity rebooked my canceled flights without notifying me. I had to cancel those flights and fight with them to issue a credit.
When I went to use the credit, it had disappeared, though I had the email with credit reference number. I received credit for a canceled flight. Called to use the credit and was told the remaining balance would be refunded.
Never received refund. Called again, they said they did not see any refund to call the airlines. Called the airlines, they seen the refund but I had to talk to Travelocity. I called again and was told I had no refund only a credit.
Pretty sad, spoke with 3 different agents and not one of them had the same information. I prefer Booking. On Oct. I used Travelocity and screenshot every page I went through to the end. I uploaded the app after payment was made. What marketing strategies have been most effective in converting users of competitor sites onto the Travelocity platform? We have a lot of options in our toolbox to bring customers into the Travelocity booking environment — from targeted email marketing to search engine marketing to special deals for packages or for mobile customers.
While these are important customer acquisition tools, what is even more important is to keep customers coming back to Travelocity again and again. Our brand campaigns featuring the Roaming Gnome go a long way to keeping Travelocity top of mind, while our best-in-class customer service — epitomized by our Customer 1st Guarantee — works to create satisfied, and therefore loyal, customers.
Any general advice you could offer budding entrepreneurs aiming to successfully rise above the noise? One piece of advice would be to stay true to the core of your brand and to find a consistent thread that ties your messages and campaigns together through the years.
For Travelocity, while the phraseology of our messaging has evolved to reflect changing customer needs and expectations, the core idea that Travelocity is committed to helping people expand their horizons through travel has never wavered. And of course, the Roaming Gnome — who first appeared in Travelocity advertising in — has been inspiring Travelocity customers through his exploits for some 13 years — and he is still going strong!
Having this level of consistency allows brands to build equity over the years much more effectively than the up-and-down, stop-and-go fashion that is the hallmark of brands that lurch from campaign to campaign without a singular guidepost upon which a true long-term brand message can be built. One of the great things about the travel industry is that we never run out of amazing new sights and sounds to excite people about the prospect of travel. We are always adding new properties and destinations to our site, and by following the Roaming Gnome on Twitter and Instagram, there is always a new bit of travel inspiration to get people ready for their next journey.
And of course, we always look forward to rolling out a new campaign featuring the Roaming Gnome — so keep your eyes open for that as well! Founders Summit Learning Library. Thousands of hours and millions of dollars have been invested in the technologies, training, processes and policies serving as the foundation for Customer Championship to identify how Travelocity can further excel for customers once the trip has been booked.
Some of these areas include:. The first set of agents who went through the new training received immediate and positive customer feedback. The bottom line is to show customers that on top of great prices, there is a personal side to Travelocity and that we will stand behind our customers every step of the way. Customer Championship has already had a big impact with Travelocity employees. That experience was invaluable and I have been telling everyone I know about how nice Travelocity was in fixing our problems and providing excellent customer service.
In February , a customer accidentally booked a flight with a return date one month to the day later than they had wanted. When the customer alerted Travelocity to the situation, the agent resolved the issue immediately at no additional cost to the customer. And then, in the spirit of Customer Championship, the agent notified supervisors on his team, who ran a query to determine if others might have made a similar error. Travelocity then proactively resolved the same issue for a number of other customers.
Had the problem gone unnoticed, the customers would have arrived at the airport for their return flight home one month too early. Since then, Travelocity has continued to research this and notify customers who may have unintentionally booked the wrong return date.
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