On March 18, 2009 I purchased two roundtrip tickets to Puerto Rico through your site. I am attaching my confirmed itinerary and credit card authorization in the amount of $776.40 to state my case.
On March 20, a charge posted to my checking account (I paid for the tickets with my debit card) in the amount of $2008.40 with Jet Blue as the merchant (the airline I booked through your site). As you can see, I never authorized this amount and due to this fact I did not have extra money in my account to cover such a large amount of money.
When I discovered this error I immediately contacted Jet Blue because they were the merchant that deducted $2088.40 from my account.
Upon contacting Jet Blue they immediately told me I purchased two tickets with insurance for $499 each (which does not even total $2088.40). Then, they immediately corrected that and said I purchased two full fare tickets totaling $2088.40. I read to them the confirmed itinerary and they told me that fare was no longer available. They said they could not honor the ticket that I purchased at that fare because your company input it as full fare tickets. They also told me that Travelocity deducted the $2088.40 from my account not Jet Blue.
In tandem, I called Travelocity while Jet Blue held for me. John was my customer service rep that took my call from Travelocity. When I asked for his extension or last name he would not provide either. When I explained I had a supervisor on the other phone at Jet Blue and that I would like to conference them to resolve this matter he refused and said he would call his contact at Jet Blue. I disconnected with Jet Blue after 40 minutes. John kept me on hold on and off for approximately 30 minutes explaining he needed to speak to his supervisor and Jet Blue.
When he came back on to tell me I would have to hold longer I told him I could not continue to hold and asked that he call me back once this was resolved, he said he could not do this and that if another call would come in that he could not continue with my issue. I was then concerned that we would get disconnected when I went in the elevator, I asked for his last name and number, he refused to give me this information. I gave him my cell number and requested if we were disconnected to please call me back since he would not give me his number. We got disconnected, John called back.
We got disconnected a second time and I never heard from John again. After waiting two hours for someone to call me back, I contacted Travelocity again. This time I requested a supervisor. Anthony received my request and attempted to help me. I was on this call for at least 40 minutes. At this point, I have spent 110 minutes trying to resolve this critical error. When Anthony returned he tried to tell me that I did not have a confirmed ticket, my money would be refunded and that he could help me try to find another fare. I read to him my confirmation itinerary, the confirmed amount and the flights.
He then told me they are not confirmed until booked, attempting to give me the run around regarding the tickets I purchased, booked, confirmed, and held the printed itinerary to. I also demanded that my unauthorized money deduction be refunded immediately, he told me that they could not do that and that it was Jet Blue's fault, not Travelocity. I explained I heard the same thing from Jet Blue. He did not care that my checking account was overdrawn. He just said it would be 48 hours before they could offer any help on the account. Then he proceeded to put me on hold after about 20 minutes of back and forth before Anthony told me my tickets were confirmed but he could not guarantee my refund because it was Jet Blue's error. He said that I had to wait 48 hours before contacting them again or until someone contacted me.
No one has contacted me. It is close to 36 hours later. I have sent letters to the CEOs of each company.
Posting to my checking account:
03-19 *DEBIT AUTHORIZATION Mar19 03:46p 8794 $ 2,088.40
AT 15:46 JETBLUE AIRWAYS CO FOREST HILLS
Confirmation on Itineray from Travelocity
2 Adults: $684.00 ( $342.00 per person )
Taxes & Fees:
We charged a total of $776.40 to your MasterCard XXXX-XXXX-XXXX-8794.
? Travelocity Fees and airline charges will be shown as separate line items on your credit card statements.
? Your credit card statement may show separate airline charges for each passenger, as listed below: XXXX $388.20, XXXX $388.20
NY, New York
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