To all my social media followers, hunters, shooting sports enthusiasts, and travelers in general, I am obligated to share a change/circumstances in the travel industry and how a travel, company hotel, and airlines have failed their mission statements and essentially charging customers without providing a service for a paid fee.
This is not a reflection of the unfortunate reality of what a major storm does to schedules and the short bit of chaos typically associated with it. In general no one wins in making a destination on time or a company making a profit. My short story is not in regards to that, but in regards to how companies handle untangling a problem and getting us on our way.
My frustration and subsequent criticisms are directed at Travelocity, American Airlines and the Stratosphere Hotel. I was booked thru Travelocity to fly out of Syracuse this evening (Sunday) to be on location to attend Press Day at the range at the Shot show and conduct business the following two days. It is a favorite activity each year. Prior to this morning, I received a cancelation of my flight out of Syracuse shortly aver dinner time.
This would not be the first time of having things happen, get rerouted, spend long hours at a airport terminal but would arrive later than expected or maybe the next day. After four hours of attempting to contact Travelocity by phone or thru facebook messenger I gave up for the evening, leaving messenger open just in case. This morning was still no response on Facebook messenger which Travelocity steers you to for the more efficient responses and problem solving. Fail #1. Only until I left a complaint in their community section did I get a response. After two hours I am left with American Airlines cannot fly you there until 1/23 or they can cancel (today is 1/20, I was to fly back 1/24). If I cancel I will be refunded except for one night stay for a hotel they never got me to, and for a cancelation by the airline. Fail #2, #3
In my many years of traveling at any time that an airline could not get you there in a timely manner on their own flights they would put you on another airline in order to get you there and complete the service we pay for. Three day delay is not acceptable or reasonable to any traveler unless a massive emergency or disaster. 8”-12” of snow might be a half day delay even a day under more severe conditions, not as it is presented here.
After several back and forth repetitions of common sense with the representative trying to convey that getting me there on the 23rd after the show closes for the day does not work with me flying out to return home 6AM the following morning. Should not be that hard to comprehend on the customer service side of things.
I am informed that they will not refund my entire hotel bill even though it is a packaged deal and canceled by their partnered airline. American Airlines via observation of their policy of not putting me on another airline and offering another solution to get me there in a reasonable manner will lose me as a customer. Travelocity will also lose my business after two decades as a customer. The Stratosphere Hotel will no longer be a hotel of choice for participating in packaged travel bundles that engages in a poor practice of fleecing customers when airlines fail to get them there. Had I decided to change my plans I would fully expect a cancelation fee within a short notice of the stay. As this customer fail not only takes a portion of my money for services not rendered, it cost me far much more in lost business opportunities conducted at the show, and the loss of a great time of seeing old friends that I meet up with year after year.
To make matters worse, I have not been refunded a dime, money is in limbo and they now advise that I have to cover the cost in rebooking the trip. I find this hostile and more than inappropriate. Insult to injury and Fail #4
It is a heads up as to policies by Travelocity, American Airlines, and the Stratosphere Hotel and travel packages they promote that may not be in your best interests while traveling to the Shot show, hunting trips or favored destinations. Should not be this hard folks. Until we meet up again I wish you a much better and hassle free experience than I have had today in efforts of traveling to one of the best shows in the industry
Update… eventually I got a full refund on the entire package. American Airlines made no further effort to get me there in time to meet with customers despite that getting me there another day or two would have salvaged important business meetings. After engaging the NY Attorney General and disputing credit card charges, Stratosphere Hotel refunded upon disputed charges, whereas Travelocity, American Airlines eventually refunded in full and made no further efforts, and have lost any future business for any of my travel needs.
-MJ
© 2019 Mike Joyner- Joyner Outdoor Media
#travelocity #travelocityfail #travelocitysucks #americanairlines #americanairlinesfail #americanairlinesucks #stratospherehotel #customerservicefail #shotshow
RSS - Posts