Several weeks ago I booked travel and lodgings through Travelocity, online, for a board meeting that I was invited to attend. I later learned that I was not required to attend this board meeting and subsequently requested a refund from Travelocity. This is their refund policy:
• Please note this trip includes airfare that is non-refundable. After purchase, you may only cancel the complete trip (air and hotel together). A cancellation service fee and other charges will apply.
• If you cancel prior to Sat, Sep 19, 2009, you will be refunded your purchase price, minus any flight or hotel cancel fees totaling $ 472.35.
• This trip is non-refundable on or after Sat, Sep 19, 2009.
I interpret this as saying that I CAN cancel the ENTIRE trip if done so at least a day prior to the actual trip. It also says that I can expect a refund, minus cancellation fees. However, it then says that the cancellation fees are 100% of the purchase price. I interpret this as them defining refund as forfeit.
I have worked my way up from telephone customer support to the Executive Offices of Travelocity finally receiving the following "resolution":
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Thank you for taking the time to advise us of the situation you encountered with your reservation. Our priority is to offer complete and accurate information as well as superior customer service at all times. We apologize for the delay in responding to your issue.
After a review of your file, Travelocity has determined per the terms and conditions agreed to online your reservation is non-refundable and is subject to a full penalty. Once airline tickets are issued they are subject to the rules and polices of that specific airline. The airline tickets on Alaska Airlines are non-refundable but can be used for future travel on any Alaska Airlines destination. Per the rules and policies of Alaska Airlines, you will retain the credit in the amount of $341.20 for one year from the date of issuance, August 8, 2010, less the airline reissue fee of $75.00 plus any additional fare difference. The fare rules also state if your ticket was issued by a travel agency and if you contact Alaska Airlines directly, the reissue fees increase to $125.00. As goodwill, Travelocity will waive our $30.00 reissue fees.
The Hyatt Regency Bellevue also has a penalty of 100% if cancelled after September 16, 2009. We may be able to recover this cost for you and refund the hotel portion in the amount of $131.15. Currently, your reservation is still active and if not cancelled before the travel date you will forfeit the value of your airline tickets. Please contact our customer service department to cancel your reservation at your earliest convenience at 888-709-5983.
We apologize for any inconvenience this may have caused. Please be assured that you are a valued customer and we look forward to your continued patronage. Should you require additional information, or if we may be of further assistance, please do not hesitate to contact us.
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To me this is just a long and friendly way of rewording their no-refund policy. However it also includes warnings not to contact either the hotel of the airline directly or I will suffer further penalties in what they are calling a credit.
I have also contacted the credit card company I used to make this purchase online requesting cancellation of the charges. I was told that Travelocity's no-refund policy prevents them from doing this.
As of today this trip is still in the future. In other words, I am asking for a refund on services I no longer need, that they have not yet rendered, and which they can easily resell.
Is there any way I can get a refund for these unused services, or do I have to just sit back and let them get away with this theft?
• Please note this trip includes airfare that is non-refundable. After purchase, you may only cancel the complete trip (air and hotel together). A cancellation service fee and other charges will apply.
• If you cancel prior to Sat, Sep 19, 2009, you will be refunded your purchase price, minus any flight or hotel cancel fees totaling $ 472.35.
• This trip is non-refundable on or after Sat, Sep 19, 2009.
I interpret this as saying that I CAN cancel the ENTIRE trip if done so at least a day prior to the actual trip. It also says that I can expect a refund, minus cancellation fees. However, it then says that the cancellation fees are 100% of the purchase price. I interpret this as them defining refund as forfeit.
I have worked my way up from telephone customer support to the Executive Offices of Travelocity finally receiving the following "resolution":
======
Thank you for taking the time to advise us of the situation you encountered with your reservation. Our priority is to offer complete and accurate information as well as superior customer service at all times. We apologize for the delay in responding to your issue.
After a review of your file, Travelocity has determined per the terms and conditions agreed to online your reservation is non-refundable and is subject to a full penalty. Once airline tickets are issued they are subject to the rules and polices of that specific airline. The airline tickets on Alaska Airlines are non-refundable but can be used for future travel on any Alaska Airlines destination. Per the rules and policies of Alaska Airlines, you will retain the credit in the amount of $341.20 for one year from the date of issuance, August 8, 2010, less the airline reissue fee of $75.00 plus any additional fare difference. The fare rules also state if your ticket was issued by a travel agency and if you contact Alaska Airlines directly, the reissue fees increase to $125.00. As goodwill, Travelocity will waive our $30.00 reissue fees.
The Hyatt Regency Bellevue also has a penalty of 100% if cancelled after September 16, 2009. We may be able to recover this cost for you and refund the hotel portion in the amount of $131.15. Currently, your reservation is still active and if not cancelled before the travel date you will forfeit the value of your airline tickets. Please contact our customer service department to cancel your reservation at your earliest convenience at 888-709-5983.
We apologize for any inconvenience this may have caused. Please be assured that you are a valued customer and we look forward to your continued patronage. Should you require additional information, or if we may be of further assistance, please do not hesitate to contact us.
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To me this is just a long and friendly way of rewording their no-refund policy. However it also includes warnings not to contact either the hotel of the airline directly or I will suffer further penalties in what they are calling a credit.
I have also contacted the credit card company I used to make this purchase online requesting cancellation of the charges. I was told that Travelocity's no-refund policy prevents them from doing this.
As of today this trip is still in the future. In other words, I am asking for a refund on services I no longer need, that they have not yet rendered, and which they can easily resell.
Is there any way I can get a refund for these unused services, or do I have to just sit back and let them get away with this theft?