First, I’ll give you my advice. Then I’ll back up my case.
- When booking your next flight, book directly with an airline or with a trusted travel agent.
- If you do choose to book through a booking engine, don’t buy trip insurance.
My Reasons
I was on the edge of my seat a couple of weeks ago reading WanderMom’s account of her family’s flight to the U.K. being canceled. I felt really bad for WanderMom and her family but considered their experience to be an anomaly.
You see, I’ve been reluctant to jump on the bandwagon to say that the airline industry is a mess.
But I’m now convinced that it is. And booking-engines-as-middle-men are not helping.
I happened to take a peek at my April itinerary from Seattle to Bangkok (which I booked through Travelocity in December). I noticed that my layover in Taipei was 26 hours. 26 HOURS! My first thought was that I really screwed something up when I booked the ticket. Then I looked at the itinerary that I printed out right after making the reservation (thank goodness I’m so methodical) and saw that the original layover was just over 2 hours.
I discovered this on a Friday morning and I immediately got on the horn with Travelocity to find out “whassup”. (As a side note, I give all the customer service people I spoke with a lot of credit. Despite my rising concern, voice and anger, they all remained very calm and professional.)
And, one little piece of advice to Travelocity: please don’t try to mask the fact that you’re outsourcing your customer service to India by asking your employees to take on English names. This is simply insulting to me, as if I can’t hear their accent. (And folks, don’t call me racist, I wrote about a book about travel to India–I love the country and people–which is probably exactly why I don’t want to be misled about where exactly I’m calling.)
Without going through the full transcript, here’s the gist of what happened:
Friday morning
“Ben”, at Travelocity, told me that my original flight had been canceled and that I had been put on a flight the next day. I explained that it was unacceptable for me to arrive a day late. “Ben” said that all other flights that day were full and he tried calling EVA Airlines to confirm that they would refund my ticket so I could rebook on another airline. He said the phone connection to EVA was bad and he couldn’t get through. It wasn’t until later that I realized he was in India, trying to call EVA in Seattle — where I was calling from — and he couldn’t get through. He took my number and told me someone would get back to me in 4 to 8 hours (not 48). Absolutely someone would call me back. 35 minutes on the phone.
Saturday morning
No one from Travelocity called me back on Friday so I called again. I explained the issue to another agent (didn’t catch his heavy-Indian-accented-name) and remained on hold as he tried to decipher the issue. Got disconnected after about 25 minutes.
I called again and was helped by “Bond”. He told me that no one called me back on Friday because they never got through to EVA Airlines. And now EVA was closed for the weekend. It was his recommendation that I trust that EVA would give me a full refund and that I go ahead and book another flight to Bangkok through Travelocity.
I countered, “What if EVA doesn’t refund my flight and I book with you. I’ll have 2 flights then.” “Yes, good point, madame, maybe that’s not a good idea. Wait until Monday to rebook after we’ve confirmed the refund with EVA airlines.”
I asked, “What about the trip insurance I purchased when I booked my ticket? Does that guarantee my refund?”
“No.”
Apparently, if the airline cancels your flight, your SOL with the trip insurance you purchased. It doesn’t cover the cancellation and you don’t get a refund if the issue is with the airline!
My only option was to wait through the weekend and call on Monday morning to see about the refund from EVA on the ticket. Oh, and it would take 2 – 3 months for the refund to show up on my credit card. 25 minutes on the phone
Monday morning
I called again and this time spoke with “Kevin”. I explained that I was told to call back on Monday morning to confirm my full refund through EVA so that I could rebook my ticket for a more suitable flight. He was attempting to sort out the issue and get EVA on the phone. After about 40 minutes, I got tired of waiting and, while I was on my landline phone on hold with Travelocity, I called EVA directly on my cell phone.
I immediately was connected with a woman who was able to book me on a flight that leaves 30 minutes after my original flight out of Taipei. She wanted to know if it was OK that I would get in a half hour late into Bangkok? A HALF HOUR? You mean as opposed to the 26-hour layover in Taipei? Uh, yeah! That works for me.
On the other line, “Kevin” finally had gotten through to EVA where they offered the same flight that I had just re-booked directly. “Kevin” was kind enough to stay on the phone with me until an email arrived with my new itinerary. 1 hour on the phone (2 phones, actually)
Thursday morning
Thinking I should request seating assignments and vegetarian meals through the EVA site, I logged back into Travelocity to find out my ticket number. When I did so, I noticed that my itinerary had been reduced to: Taipei to Bangkok with a return the very next day back to Taipei. HUH? What happened to Seattle to Taipei?
Back on the phone. I spoke with “Michelle” to find out what the problem was. “Don’t worry… I will help you.” Really!? No one has apparently helped me yet.
She had to get EVA back on the phone to confirm the flights. For some reason it was not showing up properly in the Travelocity system but it was OK on the EVA site. Another 25 minutes on the phone
Total phone time – more than 3 hours.
It’s no secret that airlines are canceling and consolidating flights like crazy in order to fly as full as possible. I’m OK with that. I really am.
But if I have to spend 3+ hours on the phone and potentially lose my added trip insurance if the flight gets canceled, hmmm, I’m a not-so-happy-camper.
Until the airlines stabilize, the best advice I can give is to book directly whenever possible so you’re dealing directly with the company that can fix the problem or work with a travel agent whom will work on your behalf.
I’ve got many more flights I’ve yet to book this year. I’ll keep ya posted on how THAT goes!
Travel Well (and definitely, despite the hassles, keep on traveling!),
Beth
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Traveler says
And these middlemen wonder why we research on their site but then go book directly with the airlines? If I’m going to be talking to someone in India either way, why use the middleman? Plus if I book with Continental or Southwest, I’m talking to someone in my own country, someone whose name really IS Ben or Michelle.
Kina says
You are SOooo right! You should NEVER purchase insurance through a booking website of from the carrier. Those plans are chock full of loopholes to ensure they won’t have to cover a THING.
I always get trip insurance directly from an insurance company. They make sure to explain things to me that I normally wouldn’t have asked about, and they will go to bat for me when things like this happen. Twice now I have had an airline unexpectedly cancel a flight on me, and my insurance company made all the arrangements for me to get me on a new flight, while everyone else waited in line. And the other time, they sent me to a really nice hotel until I could fly out the next day. Paid for everything. http://www.worldwidemedical.com
traveluv says
Believe it or not, this professional travel writer has NEVER purchased a ticket online. I reached the point a while ago where for for any semi-complicated flight, I use a travel agent. I’d rather pay a small fee for expertise, than have that sick feeling in the pit pit of my tummy while hitting “purchase.”
Suzanne says
I had a similar (though not as painful) experience last year with a flight to Paris that I booked through Expedia. I was scheduled to leave on Christmas Day and fly Chicago – Washington and then Washington – Paris. On Christmas Eve I checked on the flight in the morning and everything was fine; I checked again in the evening and it showed me on a nonstop flight from Chicago-Paris on the 26th. When I called the airline first, they told me that the flight to Washington had been cancelled so they re-booked me on the other flight.I asked why they hadn’t notified me and they said that because I had booked through Expedia they weren’t the ones obligated to let me know. So I called Expedia and they didn’t even know that the flights had been changed — they however got United on the line again and were able to change me to a Chicago-Munich-Paris flight on Christmas Day.
I have to say that given the fact that it was Christmas Eve, the person I spoke with at Expedia and the second person I spoke to at United were extremely helpful.
marina villatoro says
great article. i feel the same way, i really like people on the phone when i’m buying. i’ve had problems when buying on line thru the booking engines, and you have no idea what’s up. once i got charged twice, FOR A TICKET THAT I NEVER RECEIVED!!!
The Travel Expert(a) and an Expat with a Twist
Eddie Starr says
This is exactly why I believe in the power of my American Express card and member benefits. The greatest thing about using the AMEX card, I can view every transaction online and dispute anything that I did not authorize. A few years ago, I had an experience with Priceline.com , they were not willing to refund airline tickets even though it was an “emergency situation” They argued that I did not purchase travel insurance. They did not care about why I was unable to make the flight, they were not willing to negotiate, after an hour of getting nowhere with Priceline Customer Service, I called my AMEX Rep,, “Not to worry, everything will be taken care of.” (Take that Priceline) If you travel exceptionally frequently, think about buying an Annual Travel Coverage plan from globaltravelshield.com, at less than 300 a year, it is easy to say ” I will never need that”… Well, I broke a tooth in Seoul while visiting the W-Hotel on a Saturday evening, I needed immediate help as I was in much discomfort. The trip to the Samsung Medical Center’s Ortho-Department plus the cost of services rendered was phenomenal, I had no idea about how one broken tooth would cost over “4,830,000 Won” (3,500USD)
Thank the Heavens I had American Express Travel Insurance through Global Travel Shield, all costs, completely coverd.
I only travel with AMEX.
jamie says
Great post Beth. I have two things to say:
1. I’ve had some great customer service from India.
2. I used travelocity once, and they sold me a ticket on a non-existent flight from Florence to Gatwick.
When I queued up at the Alitalia desk in Florence to protest, they told me my issue was with Travelocity, not them. I asked if it happened often, and they said it did. In the end, they rebooked us through Rome. It goes without saying that crappy connections and toddlers are a bad combination, but we were relieved.
I’ve never booked through a 3rd party again. I’m just not flexible enough to weather the inevitable snafus.
Nora - The Professional Hobo says
I echo your sentiment about booking directly with airlines as opposed to through online middle-agencies who can’t offer a lick of customer service. Bleh.
One note about layovers: If you are destined to have a layover that exceeds (I think) 8 hours, (maybe 12), then the airline is obligated to put you up overnight at a hotel, transfers and meals included.
This is exactly what happened to me in Taipei (enroute to Bangkok), and I had a wonderful night at a great resort – all expenses paid. Word to the wise though: you won’t have access to your checked baggage, so be sure to have all the provisions you need in your carry-on!
Beth says
I’m not alone?
sharon says
I just got off the phone with Travelocity and spent a good 45 minutes speaking with two guys from India, “Simon” and “David”. What SHOULD have taken a few minutes IF I had spoken to someone in the American MidWest, took far too long and I could NOT HEAR what they were saying to me. At one point the Indian Rep even said to me that I was yelling and he could hear me and would I lower my voice. Being very impatient now because they could not find the cancelled reservation or the correct credit card, I said to him that “Yes, I was yelling because I could NOT hear him as communications from India to the the mountains of Western North Carolina were very bad”. Well, that cut his nasty little attitude. I have sent Travelocity emails asking that they use American Call Centers so that I could HEAR AND UNDERSTAND what was being said to me. It takes three times longer to deal with people from india than it does in dealing with Americans. Now, I have nothing against the Indians and they are polite and do try to help, BUT, I can NOT hear or understand them and they can not seem to understand what I am trying to accomplish – so there I am spending three times longer to do simple things. I have had it. I too am going to go to the airlines after checking flights/costs and go direct. No more Travelocity or Expedia – I have had it.
Martin White says
This is the second email I received from Travelocity after complaining about NOT being able to hear and understand the Indian workers from the Call Center. I have no problem with the good people of India, but I could not hear or understand what was being said to me. I realize that it is much cheaper to outsource to India rather than use Americans in the Mid-West, and I do have a problem with companies NOT employing our own American workers. I also recognize that American workers cost a great deal more than their Indian counterparts – However, I can NOT hear nor understand what the Indian Call Center people are saying to me and it takes about 3 times longer to get anything done over the phone with those Indian workers. Below is Travelocity’s email to me regarding my complaints about inability to hear/understand – Expedia also uses Indian Call Centers as well (so noted).
Dear Valued Customer,
All of us at Travelocity know that outsourcing to India is a tough issue, but we want to make sure you heard our side of the story before reaching any final conclusions.
A few thoughts for you:Our competitors (Expedia and Orbitz and several airlines) outsource to India and the Philippines years ago. We tried incredibly hard to make our operation in Clintwood successful, but in the end, we lost $55 million in 2003, in large part because we had significantly higher call center and fulfillment costs than our competitors. If we continue to absorb such hefty losses, we won’t be able to provide jobs for any of our employees, nor will we be able to have great deals for our consumers.
You may always choose to write back to us with your concern, we will definitely assist you with your concern.
Sincerely,
Harry T
Travelocity Customer Care
Joel Frey says
Hi Beth…I wanted to extend our apologies to you and to assure you and your readers that this is not a typical customer experience when booking at Travelocity. We’re taking a closer look at what we could have done better here. If you’d like to share anything else, feel free to contact me directly.
Joel Frey
Travelocity
Beth says
Hmmm, Joel. I have contacted you directly and still haven’t heard back from you. More than a week and counting.