A trip from San Francisco to Buenos Aires, Argentina is no short hop. Liliana Elena Maculus-Levin found the flights she wanted on Travelocity, departing on Dec. 2, 2015 and returning Jan. 20, 2016.
Jan. 20.
Remember that date.
The trip had four connections, both coming and going. Since one of the layovers was in Santiago, Chile, Maculus-Levin decided to change their travel plans and stay in Santiago for five days before continuing on to Buenos Aires.
She contacted Travelocity to make the change. They were able to accommodate her request at a cost of $1,396, which Maculus-Levin paid.
“Here is when everything starts getting crazy,” she laments. “We were on hold for four hours because the agent, Julia, made some mistakes trying to change our returning flight, even though we did not ask, need, nor wanted her to change.”
Thinking everything was straightened out, Maculus-Levin was quite upset when she received an email with the new itinerary. Julia had mistakenly changed their return flight to Dec. 20, rather than the Jan. 20 date they originally booked.
This time, when Maculus-Levin called Travelocity, she asked for a supervisor, and was subsequently transferred to Katherine in the corporate department.
Katherine stated she would have to listen to the whole recording of the phone call with Julia to determine what exactly had transpired before she could do anything. Maculus-Levin said Katherine treated her badly, “railroading us throughout the conversation.”
The situation was not resolved.
Since then, Maculus-Levin has contacted Travelocity numerous times. She talked to two other supervisors on Aug. 29 and Sept, 4. Both promised her they would get it taken care of, but did not follow through.
Travelocity contacted Maculus-Levin on Sept. 8. She was relieved that they were finally going to get her return flight reinstated to Jan. 20. But that’s not why they were calling her – they wanted to let her know there was a change to the flight and schedule to Santiago. When Maculus-Levin asked about the return flight, they informed her it is on schedule for Dec. 20, 2015.
Maculus-Levin again contacted Travelocity, but can’t get the return ticket corrected. Every call brings with it new frustrations. She speaks with someone different, who doesn’t know anything about her case, and has to explain the whole situation from the beginning.
This seems like an agent’s mistake that should and could be easily corrected. Why it has become such a snafu is a mystery. Maculus-Levin is at her wit’s end.
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