I always try to book flights directly from the airlines whenever possible, but in our somewhat last minute arrangements to attend the World Cup, we had flights booked through Travelocity from San Francisco, CA to São Paulo, Brasil. Our original flight was from SFO to São Paulo with layovers in Miami and Manaus. As is customary, I called the airlines to select and confirm our seats 2 weeks before leaving and was surprised to find out that the route had been changed, that we now had layovers in Miami and Orlando. TAM airlines suggested that I call Travelocity to have them issue tickets, explaining that the tickets for the re-routing hadn't been issued. I hung up with TAM, called Travelocity and was told that everything was fine with the issuing of the re-routed tickets.
Imagine the horror when we arrived at the check in counter at SFO to find that neither TAM Airlines or American Airlines would honor the tickets that Travelocity issued. Both airlines indicated that on April 19th Travelocity had re-routed our tickets, but did not issue valid tickets for the change. We spent several hours on the phone on hold in the airport with Travelocity's customer service. We were even hung up on several times. There was really no accountability or ownership of the issue whatsoever. The American Airlines agent was able to issue us a boarding pass to Miami, only because that portion of the itinerary hadn't changed. We made a quick decision to try to get to Miami, in the hopes that Travelocity could fix the rest of our itinerary during our red eye flight. In the back of my mind I was thinking if we could get to Miami, as a last resort we could at least try to get on one of the flights to São Paulo that leave almost every hour.
We arrived in Miami at 5:00am local time and proceeded to spend hours on hold with Travelocity as we missed our connecting flights because we weren't allowed boarding passes due to the invalid issuing of the tickets. With both of our mobiles plugged into the wall, both on hold with Travelocity, my partner and I looked at each other in delirious expressions of exhaustion. "What are we going to do? WHAT ARE WE GOING TO DO??!!!" we were both asking each other. I put my mobile on speaker so that I could start looking up same day tickets from Miami to São Paulo. Within an hour, we were running to catch a flight for tickets that we'd just purchased moments before. The doors had already closed, but we were fortunate enough that they let us on. We made it to São Paulo by the skin of our teeth and were only about an hour later than our "invalid' itinerary.
Since arriving in Brasil, we've been communicating with Travelocity via Skype credit regarding an acceptable resolution. This week their corporate customer service has agreed to provide us with a full refund. It has been quite a nightmare. If we didn't make it to Miami, we may not have made it here at all.
All this to say, I have a couple of travel recommendations from this week:
- MAC Zoom Waterfast lash mascara - highly recommend. It's really water proof and works great if you find yourself sobbing in an airport.
- Travelocity - not so much.
As a cautionary tale, always book directly through the airline whenever possible. Perhaps friends shouldn't let friends use Travelocity.