Carolyn of Longmeadow, MA, writes:
The
following is part of the letter we wrote to Travelocity.
I
am writing to regarding a horrible experience we had with reservations
we made thru Travelocity.
On
Sept. 2 we traveled from Hartford, CT to Tampa, FL. Our flight was due to leave Hartford at 3:30PM and arrive in
Tampa at 7:30. Due to
delays, we did not arrive until 8:30.
By the time we were picked up by InterAmerican it was 9:00.
It
took us at least 15 minutes to get from the airport to the InterAmerican
office. It was miles from the airport and located in a run-down part of
Tampa. We had no idea where we were and it was now dark.
When
I told the employee my name and spelled it for him, he informed me that
he had no reservation under my name.
I
showed him the confirmation from Travelocity.
When he looked up the booking reference it had another name
associated with it - not our name.
It was obvious there was a mix up, but the employee (whose name
is "Bobbi") refused to honor the reservation.
When
I asked him about all the cars he had in the lot, he said they were for
people with reservations. Never mind that I did have a
reservation.
Considering
the circumstances, I became very angry.
We had an hour's drive ahead of us as our final destination was
Sarasota. We had no choice
but to load our luggage back on the van to go back to the airport and
pray that we could get a car through another rental company.
On
the way back to the airport, my wife spoke with a Mr. C. from the
InterAmerican Miami office. He seemed to understand our predicament and
I thought we might yet be able to have our reservation honored.
Imagine
my surprise when Mr. C. told my wife that I was rude to his employee
(Bobbi) and because of that he would uphold Bobbi's decision to not
honor our reservation.
When
my wife asked him what he would do under the circumstances, he proceeded
to lecture her about the futility of raising her voice. In other
words, I get mad because they don't honor my reservation at 9:30 at
night with no backup plan, then they understand our situation, but don't
reconsider because I got mad.
This
company should not be on the internet. They are not equipped to handle
that type of customer.
I
tried reaching Mr. K. (the general manager from the Miami office). He
would not return my call. The manager from the Tampa called, but
although he understood our situation he sided with his employee and
refused to give us any satisfaction.
I
was finally able to rent a car thru Hertz at an additional $20.00 per
day.
We
had to pay double for our car rental as we finally were able to rent
another car. the extra cost was $100.00 but the aggravation was beyond
belief.
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