Saturday, January 30, 2010

Travelocity is of NO HELP

I hate trashing anyone on-line... but it seems this plane-ticket provider has left us with no option but to trash them. Since we can't seem to get a decent response from them for our problem, we will now take the route of the less noble, but certainly fulfilling, the route of calling them for what they are.

As you very well know, my husband was supposed to be on his way to the Philippines on January 28, 2010. Unfortunately, the worse of the worst things happened and the itinerary was changed on the DAY of the flight itself!!!

I cannot understand how any decent juridical person can make a commitment, based on an exchange of currencies, to fly a natural person from one country to another, and renege on that commitment without as much as a bat of the eyelashes. Well, Travelocity and Asiana really got one over us. My husband's flight via Delta (Jan 28)(Flint-Minneapolis-Seattle) and Asiana (Jan 29)(Seattle-Seoul-Manila)was changed to:

Flight change for your 01/28/2010 tripFriday, 29 January, 2010 06:25a.m.
We have learned that the airline has changedthe flight schedulefor your trip on January 28, 2010 to Seattle/Tacoma. This is a significant change from your original itinerary.

Your immediate action is required.

Please call our Customer Support Center right away to review the available options provided by the airline and to confirm your flight schedule for this trip. We are open 24 hours a day, 7 days a week.

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CUSTOMER SUPPORT

THU 28 JAN
Delta Air Lines Flight 7996 operated by PINNACLE DBA DELTA CONNECTION (on Canadair Regional Jet)
Departs: Flint FNT at 07:05 AM
Arrives: Minneapolis International Airport MSP at 07:49 AM 28 JAN

1 Stop - change planes in Minneapolis, MN (MSP)
Connection Time: 1 hr 41 mins

Delta Air Lines Flight 3064 operated by NORTHWEST AIRLINES (on Boeing 757-300)
Departs: Minneapolis International Airport MSP at 09:30 AM
Arrives: Seattle/Tacoma International Airport SEA at 11:22 AM 28 JAN

THU 28 JAN
Asiana Airlines Flight 271 (on Boeing 777)
Departs: Seattle/Tacoma International Airport SEA at 01:20 PM
Arrives: Seoul Incheon International Airport ICN at 06:05 PM 29 JAN

1 Stop - change planes in Seoul, South Korea (ICN)
Connection Time: 89 hrs

55 mins

Asiana Airlines Flight 213 (on Boeing 777)
Departs: San Francisco International Airport SFO at 12:00 PM
Arrives: Seoul Incheon International Airport ICN at 05:50 PM 3 FEB

WED 3 FEB
Asiana Airlines Flight 703 (on Airbus A321-100/200)
Departs: Seoul Incheon International Airport ICN at 07:45 PM
Arrives: Manila Ninoy Aquino International Airport MNL at 10:55 PM 3 FEB

THU 4 FEB
Asiana Airlines Flight 271 (on Boeing 777)
Departs: Seattle/Tacoma International Airport SEA at 01:20 PM
Arrives: Seoul Incheon International Airport ICN at 06:05 PM 5 FEB

FRI 5 FEB
Asiana Airlines Flight 703 (on Airbus A321-100/200)
Departs: Seoul Incheon International Airport ICN at 07:45 PM
Arrives: Manila Ninoy Aquino International Airport MNL at 10:55 PM 5 FEB

I can't half understand it either. But from what I gather we can choose the option of either arriving on February 3 or February 5!!! A lay-over of almost 5 days! And what is worse is that this option was given on the day of the flight itself! I received the e-mail 6 A.M. January 29 Manila Time!!!

My husband didn't choose to take the flight, but in trying to rebook the best that Asiana gave us was a Minneapolis-Seattle-Seoul-Manila flight on February 2. The problem was we had to get a connecting flight via Delta that would coincide with Asiana's on that day! Travelocity was of NO HELP! And Asiana even had us pay for the difference of the new itinerary to the old one, which was $199.

On top of that, the hotel I booked could no longer be updated to a different date because it was less than 24 hours before check-in.

My husband cannot get any cooperation from either Travelocity or Asiana. They left us completely to our own defenses about a connecting flight. And Travelocity said in their website that they would do everything to work with their partners to find the best flight possible for its customers! We were left hanging at the last minute of the flight! Left with two choices which was no choice at all: 1) take the old itinerary and get a lay-over of 5 days or more; or 2) choose a new one.. but sleep over at the airport because it couldn't be avoided... there was no nearer connecting flight! Take note that in the last one they offered no help with Delta than just to turn us over to Delta!

Next time.. I will get an itinerary with one airline company and never again with Asiana! Also, never again will I deal with Travelocity.. they are incompetent and heartless people.. willing to sell over my husband and allow a man of advanced age to suffer the inconvenience of a long flight and sleeping over at an airport (that breaks my heart) when we had paid for a shorter itinerary.

2 comments:

  1. As a post script to this horrible experience. There are lessons learned from this online booking. 1) As much as possible, do not rebook multiple carrier flights, it is a nightmare to rebook, and one or more tickets will be wasted because you can't get a rebooking that will always have compatible schedules for connections; 2) When rebooking do not deal with third-party providers, they have no real capacity to make decisions and they only frustrate you in the end.

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  2. Yep, you got that right. I usually stay with the same carriers because I use frequent flyer miles in conjunction with a CC that I carry. I am uncomfortable using third party for flights but I use them for hotels and rental cars.

    Joseph

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