Michael Finney of “7 On Your Side,” a consumer advocacy program on the television station KGO in San Francisco, recently reported on the woes of a Travelocity customer. Scott Stanton of Willits, California shoots video around the world. About a year ago Stanton used Travelocity.com to book a flight on Air China. When he checked in for the flight, things got weird. The clerk at the counter told him he had two seats on the same flight, and that he had paid for both, even though he was traveling alone. Immediately, Stanton called Travelocity. The travel agency told him it would credit his account back, and not to worry about it. Then, post-trip, his bank statement showed not only a charge for two Air China tickets — $1,079 each — but also a double charge of the $24 Travelocity booking fee. This time Travelocity told Stanton that it wouldn’t reimburse him until Air China paid it back, and that it could take up to 90 days to process the refund. More than a little ticked off, Stanton contacted the consumer advocacy television program “7 On Your Side.” Program staff investigated the issue, and Travelocity said it would give Stanton a refund. But then Stanton encountered another hitch: Travelocity would refund his money only by crediting the same debit card he had used to purchase the airline ticket… a debit card account he no longer had. “7 On Your Side” staff stepped in again, and Travelocity sent Stanton a refund check. So, a happy ending at last for Stanton. And for the rest of us? How do we keep from being double-charged? By keeping careful records, according to KGO’s website:
Travelocity … was still looking into why the system did not catch Stanton’s double-booking. … [It] regrets the delay in refunding the money. If you ever find yourself with two tickets, keep all receipts and both ticket numbers, so you can quickly prove that you didn’t buy or use both seats.
As ever, caveat emptor… buyer beware!