Business Profile

Travel Agency

Travelocity.com

Complaints

This profile includes complaints for Travelocity.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

595 total complaints in the last 3 years.
149 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/28/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Confirmation number 0520ADM959 Expedia itinerary ************** The Inn at ********** in *************, ********** Booking Date: July 25, 2025 via Expedia We are two seniors with medical conditions. After driving for 7 hours and traveling with our dog we arrived late Friday night at The Inn at ********** in *************, ***********Shockingly, the front desk staff refused to show us to our room and canceled the reservation on the spot with no explanation or assistance.Both The Inn at ********** and Expedia refused to issue a refund or provide compensation. This complete lack of accountability and customer care is unacceptable.
Business Response
Date: 07/29/2025
30. July. 2025
Better Business Bureau
******, Oregon & ******************
RE: ************************ Case #********
Dear Better Business Bureau,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ****** *********** (BBB case number ********) regarding the hotel reservation at The Inn at ***********
Our records show that ******* *********** booked the hotel,and per the hotels policy, rooms are non-refundable for changes or cancellations. The hotels location was mentioned on our website at the time of booking, including a map for reference. However, we understand that driving 7 hours was long and tiring for ******* ***********.
We coordinated with the hotel and confirmed that the room issue caused trouble to ****** ***********. While the hotel agreed to provide a partial refund of 30% of the booking amount, but as we value ****** *********** therefore, we have credited the full amount. The booking value of $248.61 USD has been credited to the **** card ending in XXXX-8624 and should appear in the account within 7 to 10 business days. Also, the reward points of ***** One Key Cash have been restored to the Expedia account which was used towards this booking.
Furthermore, our frontline team has added 100 One Key Cash to Mariana ************ Expedia account as a gesture of goodwill. Please note that after a thorough review, we are unable to offer any further compensation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
******
Global Traveler Resolutions Team
Customer Answer
Date: 07/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ***********
Initial Complaint
Date:07/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 29th I was traveling and attempting to book a hotel room in ************* for one night. I booked a room through Travelocitys website for a hotel advertised to be in **************. When I got the confirmation email, the address was in *************** - over 40 miles in a different direction. I called immediately to cancel and Travelocity said they would try to help but no one at the hotel desk answered the phone; they said they would keep trying to help with this. I booked alternative an in ************** for that night through ******* Over the next few days I was told they would not be refunding me. So I disputed the charge with my credit card company- ***************. Travelocity submitted false information in response to my dispute: 1- filing that I checked into the hotel and made no complaints at arrival, and 2- falsifying the transaction date, and 3- referenced terms and conditions to non-refundable stay which again was only agreed upon due to their initial misrepresentation of the location of the hotel. *************** says they dont have the ability to stop payment due to their terms and conditions so I have been robbed of $172.13. Travelocity misrepresented the location of the hotel.Travelocity lied about my checking in to the hotel. Travelocity also falsified the transaction date to have occurred one day prior to the actual transaction date.I will upload documents which are (1) my screen shot of the transaction date from my phone, and then documents from *************** and the disputed charge. Documents show (small font) the three areas in which they lie about using the reservation and not complaining and then the falsified transaction date, page numbers "1 of 5"; and "5 of 5" respectively.
Business Response
Date: 07/28/2025
29.July.2025

Better Business Bureau

**********, **

Complaint Department

RE: Travelocity.com Case #********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. Travelocity is responding to the consumer complaint from ******** ****** (BBB case number ********) regarding Home2 Suites by ******************************************

Our records show that ******** ****** booked a non-refundable reservation. As per the policy, the selected room type and rate were non-refundable, and any changes or cancellations would not result in a refund.

However, since Ms. ****** had two reservations for the same date, we reached out to the hotel and requested a waiver for the one booked through Expedia. The other reservation, made through a different agency, was honored by the hotel. Unfortunately, the hotel did not respond in a timely manner and ultimately declined the refund request.

That said, we value our traveler, and as a gesture of goodwill, we have credited $172.13 USD to ********************** ending in XXXX-9519. Please allow 7 to ************************************************** the account.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
******
Global Traveler Resolutions Team
Customer Answer
Date: 07/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I am grateful for the time you have spent helping me with this matter. Thank you!

Sincerely,

******** ******
Initial Complaint
Date:07/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an extremely disappointing experience with Travelocity. I booked a hotel stay that I had to cancel due to a change in plans. Both Travelocity and the hotel confirmed the cancellation was approved and that a refund would be issuedbut Travelocity never returned the money to me.After contacting their customer service multiple times, I was given conflicting answersfirst saying the refund was being processed, then later claiming it was non-refundable, even though the hotel clearly approved the cancellation and refund. It feels like Travelocity simply kept the money that wasnt theirs.Their customer service was unhelpful and evasive, and I was bounced between agents with no resolution. I trusted Travelocity to handle the booking professionally, but this experience has shown otherwise.I still did not receive the refund and I believe that Travelocity stole my money.
Business Response
Date: 07/25/2025
Jul 25, 2025

Better Business Bureau
**********, **
Complaint Department

RE: Travelocity Case: 15787611/BBB: ********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from Ms.**** ********* (BBB case number ********) regarding hotel.

Our records indicate Ms. **** booked a package reservation that includes outbound flights with *************** from ****** to ****** on July 5, 2025, a return flight with *************** on July 19, 2025, and a hotel stay at the ***************************** & Spa. We understand Ms. **** is requesting a refund.

Upon my investigation, Ms. **** contacted us on July 8, 2025, to request shorten her stay, changing her original checkout date from July 19, 2025, to July 12, 2025, and later to July 13, 2025. We reached out to the hotel regarding the refund, but they advised that we need to contact them once the traveler has checked out from the hotel.

Based on our research, we have processed a refund of USD ******** to Ms. ***** **************** card ending in 1003 on July 24, 2025.The refund should be credited to her account within 710 business days.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
***** *****
Global Traveler Resolutions Team
Initial Complaint
Date:07/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I set to rent a car from Travelocity. I made sure, It stated Free Cancellation just in case I had to Cancel for any. Well, I did have to cancel. I was refunded all except $100. I was told that was the free for cancelling. I explained to Travelocity that their webpage indicated free cancellation. I was denied the refund. it appears that they are doing false advertisement.I had up to August 9, 2025 to cancel. It is not even August.Once I read free cancellation I moved forward to make my reservation. I don't know what happened or why they want to charge me a $100.00 I want my money back.
Business Response
Date: 07/22/2025
22 July 2025,

Better Business Bureau
**********, **
Complaint Department
Re: Travelocity.com case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity.com regarding an issue with our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from *************** (BBB case number ********) regarding the car rental booking under the said itinerary 73174200514007.
According to our booking records, Mr. **** reserved a car rental for three days, from July 10 to July 13, 2025.

In an effort to assist him, we contacted the car rental provider directly to request a refund of the remaining amount. However, the provider declined the request, citing their cancellation policy, which states:
Cancellations made up to 24 hours before pick-up are subject to a fee of ****** USD or the total reservation amount, whichever is less. Cancellations made within 24 hours of pick-up are subject to a fee of ****** USD or the total reservation amount, whichever is less. No refunds will be issued for cancellations made after that time or in the case of no-shows.

As Travelocity serves as an intermediary between travelers and service providers, we are obligated to follow the policies set by our partners. We are sorry that we were unable to fully meet Mr. ***** expectations in this instance and truly understand his disappointment.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any questions or concerns regarding this matter, please feel free to contact us.

Regards,
****** K
Global Traveler Resolutions Team
Initial Complaint
Date:07/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have never had this much of a problem before. My girlfriend booked this flight for me and i broke my leg and could not travel. We requested a refund, and my girl spent over 4 hours on the phone with Southwest and Travelocity. Both blaming each other. So I am now using my website and newspaper to run advertising campaigns against ****************** and Travelocity to run 7 days per week until a full refund is issued. southwest confirm B6S5HX TRAVELOCITY **** # ************** "100 REASONS TO NEVER USE TRAVELOCITY OR FLY SOUTHWEST" MARKETING CAMPAIGN TO START 08/01/25
Business Response
Date: 07/23/2025
23 July 2025

Better Business Bureau
Travelocity - **********, **
Complaint Department

RE: Travelocity Case # 15570639

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from Mr. ****** ******* (BBB case number ********) regarding the refund of the flight booking.

Our records indicate that Mr. ******* booked a flight from ************, IN to *************, **, with a scheduled departure date of June 24, 2025, under Itinerary # **************.

Upon reviewing your reservation details, we can confirm that the booking was made under a non-refundable rate. However, we promptly contacted the airline to request a refund on your behalf.

To proceed further, we request Mr. ******* for the medical documents and doctor's note so that we share them with the airline for further review and consideration.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Dhamandeep S.
Global Traveler Resolutions Team
Initial Complaint
Date:07/13/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We booked the Park MGM through Travelocity. We had 4 travelers and prepaid for a room with 2 queens. We get to the property and they only had a king bed, and suggested someone would have to sleep on the floor. Travelocity would not rebook us to another property and could not provide an immediate refund. All this was happening at 2am in the morning. We want compensation for the extreme inconvenience.
Business Response
Date: 07/15/2025
July 15, 2025,

Better Business Bureau
**********, **
Complaint Department

RE: Expedia reference number: ******** // BBB Reference Number: 23592772

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

We understand that Mr. ******* ***** claimed that, despite having a confirmed reservation for 2 queen beds, upon arrival, only 1 king-size bed was offered to him.

Our records indicate that Mr. ******* booked a two-night hotel reservation at Park MGM Las Vegas, **************************************************. Check-in was scheduled for July 12, 2025, and check-out was scheduled for July 14, 2025.

Upon reviewing Mr. ******** claim, we found that due to unexpected room unavailability caused by overbooking (which the hotel performed), the hotel was unable to accommodate Mr. ******** family in the original room category upon arrival. However, we have been informed that the hotel successfully moved Mr. ******** family into the originally reserved room category the following day of their stay.

We deeply regret the inconvenience this situation caused and sincerely apologize for the disruption to your stay. As a gesture of goodwill and appreciation for your patience, we have added a USD 100 coupon to your Travelocity account associated with the booking. This credit can be applied toward a future eligible reservation. The coupon will remain valid through August 31, 2026. For full details and applicable terms of use, we invite you to review the information available at the following link: ******************************************

Also, we have noted Mr. ********* shared experience and will share it with the relevant team for business improvement.

We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.

Sincerely,
******** ******
Global Traveler Resolutions Team
Initial Complaint
Date:07/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 28, 2025 I scheduled and paid for a rental car at ****** in ******, ***** through Travelocity's site for July 11, 2025 at the cost of $59.54. I reserved it nearly 7 months in advance to make sure I got an automatic at the best possible price. Today, I arrived at the address listed on my reservation, which was at the ********************, at 8:30am. I could not find the rental company, so I asked two different information booths, two different police officers, two rental car agencies that where there and a variety of customers at the station. I was told by all that ****** does not exist at the station. I called two help lines listed for Addcar, and two listed on Travelocity. I also tried the chat help through Travelocity. I got no answer at any numbers listed and the chat was also no help. After walking around for 45 minutes, I went to ***** and had to pay 139 euros ($162.45) for their last automatic car available, which was the same model I reserved through Travelocity in January (see Yaris on receipt). I believe I should be reimbursed for both fees, totaling $221.99. When looking at ****** website, it states they are located at the airport, though the address I was given is at the train station (two entirely different parts of the city). I tried calling Travelocity to dispute it tonight but am in ****** and got a recording that I will be charged for the call since I am not in the **. I do not return to the ** for a month and do not want to wait to report this. Thank you for any assistance in helping me get reimbursed.
Business Response
Date: 07/14/2025
Jul 14, 2025

Better Business Bureau
**********, **
Complaint Department

RE: Travelocity Case: 15169468/BBB: ********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from Ms.********* ********** (BBB case number ********) regarding car rental.

Our records indicate that Ms. ********* booked a car rental with AddCar from July 11 to July 12, 2025, in ******, along with the Travel Protection Rental Car Protection Plan. We understand Ms. ********* is requesting a refund.

Upon my investigation, Ms. ********* was unable to pick up the car.

Based on our research, we truly sorry for the experience. We have processed a total refund of $182.90 to ************************* ending in 9650. The refund should be credited to her account within 710 business days. Please note that the refund was issued in two parts: $162.90 for the new booking and $20 for the Travel Protection Rental Car Protection Plan, totaling $182.90.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
***** *****
Global Traveler Resolutions Team
Initial Complaint
Date:07/10/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
TRAVELOCITY IS A SCAM- DO NOT USE- CALL THE ***** DIRECTLY FROM A ****** SEARCH IF YOU HAVE ANY ISSUES TRAVELOCITY WILL SCAM YOU INTO BELIEVEING YOU ARE TALKING TO THE *****-SO YOU CAN NOT GET YOUR MONEY BACK FROM THE TRAVELOCITY BOOKING- TRAVELOCITY ACTUALLY WILL PRETEND TO BE A ***** REPRESENTATIVE- BUT THEIR INFORMATION IS OUTDATED AND INCORRECT- CONSUMERS PLEASE HEAR ME- I TRIED TO CALL THE ***** AFTER I BOOKED IT FROM TRAVELOCITY'S CONFORMATION PAGE - TRAVELOCITY REMOVED THE ***** ACTUAL CONTACT NUMBER AND PLACED THEIR COMPANY'S NUMBER THERE INSTEAD TO KEEP CUSTOMERS FROM REACHING THE ACTUAL ***** THIS IS THE LOWEST DOWN LOW SHAMEFUL SCAM I HAVE COME ACCROSS FROM SUCH A PUBLIC BUSINESS- EXPEDIA'S PARTNER- !(I HAVE A RECORDED CONVERSATION OF THE ENTIRE CONVERSATION AS PROOF) I WANTED TO CANCEL MY BOOKING BECAUSE OF A NON-WORKING POOL-TRAVELOCITY CONFIRMED THAT THE POOL WAS NOT WORKING AND THAT IT WAS NOTATED ON THE ***** BOOKING SITE- (LIE) after the back and forth of argument Travelocity said that they would contact the hotel to cancel the reservation. Travelocity charged me $200 for the cancellation (even though I had insurance for any incident of cancellation and requested the cancellation within the hour) I said NO and I tried to call the hotel from my Travelocity Booking Information- and THE NUMBER LISTED TURNED OUT TO BE ANOTHER TRAVELOCITY BOOKING **** PRETENDING TO BE A ***** **** Travelocity mis- represented the hotel's contact information to avoid having the reservation canceled properly to include issuing a full refund for the misleading and outdated hotel *************** DID I FIND THIS OUT I FINALLY ******D THE ACTUAL ***** AND THEY SAID THAT THE POOL WAS WORKING- OMGEE- AND TRAVELOCITY DID NOT CALL THEM TO DISCUSS THE CANCELLATION OR REFUND-AND THAT THEY NEVER DEAL WITH 3RD PARTY COMPANY'S. I COULD HAVE HAD AN WONDERFUL VACATION PEOPLE PLEASE BEWARE- TRAVELOCITY IS NOT A GOOD COMPANY TO TRUST
Business Response
Date: 07/16/2025
July 17, 2025

Better Business Bureau
**********, **
Complaint Department

RE: Travelocity Case # ******** // BBB Case ********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.

Travelocity is responding to the consumer complaint from Mr.*** ****** (BBB case number ********) regarding a hotel booking.

Our records indicate that the traveler booked a stay at *********************************/******* with check-in on July 03 and Check-out on July 06, 2025, under the itinerary number **************. We understand that Mr. ****** is requesting a full refund.

Upon further research we found that an email was sent to the traveler sharing information about the pool not being available. We spoke to the hotel, and it was advised that the hotel charged USD200.62 and a refund of the same amount was processed by the hotel on July 03, 2025, to the original form of payment.

We are truly sorry for the experience Mr. ****** had, to make up for the hassle we have issued a refund of USD50 to the original form of payment i.e. **************** card ending with 1006. The refund usually takes ***** working days to reflect in the account.

We also request all our customers to contact us through the chat or numbers available on our official website only.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
******* *****
Global Traveler Resolutions Team
Initial Complaint
Date:07/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a flight and did not notice or see any detail stating it was non refundable.,I encountered a death in my family unexpectedly and needed to cancel my flight and rental car booked thru Travelocity. I went on line to cancel. First, i was able to cancel my package but only the flight cancelled not the car rental although it was "bundled." Then i tried to call to get my refund and was told i needed to call united airline directly with a copy of my dead relatives death certificate because they take it seriously. I was advised no refund but a travel credit. I then reached out for a manager but got the run around. Finally, transferred to a supervisor who puts me on hold fot 20 mins and then tells me that the policy says the ticket was non refundable. I asked to escalate and was told no. I feel as if the non refundable language was hidden. I had no idea. I am unable to recoup my money and feel defrauded.
Business Response
Date: 07/08/2025
July 9th, 2025

Better Business Bureau
**********, **
Complaint Department

RE: Travelocity Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Travelocity regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. Travelocity is responding to the consumer complaint from ***** ******** (BBB case number ********) regarding refund if reservation booked with Air Canada under itinerary 73162406275074.

Considering the points ***** raised, I have checked the booking session and my records reflect that we have mentioned below information under Important Flight Information. Tickets are non refundable and non transferable. Itinerary changes are permitted fee may apply. For any refund due to death in family ***** must fill an online form of ***************, website link - ************************************. Documentation required, Copy of death certificate.

As the reservation was non-refundable, any refund remains subject to the airlines discretion. I can also confirm that our supervisors previously shared this information during phone calls, but ***** declined to complete the required form or provide supporting documentation. Thank you for allowing us the opportunity to address these concerns. If you have any further questions or need additional assistance, please feel free to contact us.

Thanks,
***** *****
Global Traveler Resolutions Team
Customer Answer
Date: 07/08/2025

Complaint: 23568761

I am rejecting this response because: The small print stating the flight was non refundable was not clear or where i could easily view. Upon cancel, i did not receive any pop up control advising that i acknowledge the flight was non refundable. I think that can and should be improved. Additionally, i paid my money to Travelocity, it is a big step for any person or senior to then have to call united airline to explain what i first and already explained to Travelocity. I think they should be solely responsible for refunding my money. I would like a refund immediately.

Sincerely,

***** ********
Initial Complaint
Date:07/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The website was deceiving and I was unaware I was purchasing a vacation package. I was just trying to look over details of the vacation and it went ahead and placed the order with my credit card that only was able to be on there because of my Face ID and it all happened so quickly and I was unable to get a refund for that portion of the package when I wasn't purchasing it to begin with. I would NEVER have went a head to the next page if the button said "purchase" or "confirm the amount". I have never purchased a vacation prior.
Business Response
Date: 07/09/2025
09 July 2025
Better Business Bureau

******, ****** & ***********************;
Complaint Department

RE: Expedia/ Case ID: ********

Dear Better Business Bureau,

Thank you for forwarding the consumer complaint received from Ms. ***** ******* (BBB case number ********). We understand that she is requesting a refund for her package reservation (flight and hotel) under itinerary number ************** as We are sorry for the hassle caused to her.

Upon reviewing the case, we confirmed that Mr. ******* booked a travel package including both a flight and hotel reservation on December 11, 2023 via mobile site.

The flight consisted of a one-way combined fare: the outbound flight was scheduled with *****************, departing from ******* to ********************* on December 31, 2023, with the return flight on January 4, 2024 via ***************. The total flight cost was ******** USD. The hotel booking was with ******* Grand Los Cabos All Inclusive, scheduled from December 31, 2023 to January 4, 2024, with a reservation amount of ******** USD.

The flight portion of the package was voided on the same day it was booked i.e. December 11, 2023.

As for the hotel reservation, we reached out to the property to request an exception for a full refund. Unfortunately, the hotel was unable to accommodate our request, citing its non-refundable policy. Regretfully, we are unable to process a refund for the hotel portion of the package.

Please feel free to reach out if you have any further questions or need assistance.

Sincerely,
****** Buttan
Global Traveler Resolutions Team
Customer Answer
Date: 07/09/2025

Complaint: 23565347

I am rejecting this response because: the website was deceiving and I did not know I was confirming the booking - I was just looking at the options. I have NEVER used the website prior. I would have never confirmed it. Whatever the button said when proceeding to look at the details didn't say I was purchasing the bundle.

Sincerely,

***** *******

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