Why is travel related customer service so hard to do well? What is the problem? It's not neurosurgery!

In my previous post, I related the issue of a hotel mix-up that happened to the Mexican Karate Team in Toronto to compete in a world tournament. Travelocity made the mistake of booking them at a Brampton, Ontario Howard Johnson's when they should have been booked in Toronto. After several calls back and forth with Travelocity they did the right thing and cancelled the bookings in Brampton and made a new reservation for the team at the Howard Johnson's in Toronto at no additional charge. Everthing seemed fine, but a half hour ago I got a call from one of the coaches (my friend) that the hotel wanted to charge them for the whole stay again! I am back on the phone with Travelocity customer service call centre again and somewhere, somehow communication broke down because even though the reservation was made it was not made clear to Howard Johnson's downtown that there were to be no charges! I cannot believe one has to do this more than once. Quality control is a big issue here.

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One SUPERVISOR gave us the new reservation confirmation numbers yesterday. She made it clear that the new hotel would not make any charges that Travelocity was going to take care of this. Now the hotel in Toronto tells the Travelocity customer service agent they cannot allow the guests to enter their rooms before someone at some headoffice tells them to do so. So now I am on hold waiting for a Travelocity agent who appears to be on hold with Howard Johnson's head office in order to solve this problem. All the while there is a team of karate kids as young as 8 years old who have spent the entire day at a gruelling tournament and need to get into their rooms to take showers and get some rest! This is so unacceptable to me. I am certain that this will be the very last time these travelers ever book anything with Travelocity.....Well, Travelocity is back on the phone telling me that head office is calling the Howard Johnson's to inform them that Travelocity is picking up any charges that apply and to let the guests into their rooms. THE INCOMPETENCE! I just called the Hotel and even though someone from HJ called the woman still has no idea what's going on. She says her system does not show who pays for the rez. I am livid. Back on the phone with Travelocity! Wating for a supervisor... to be continued.

(read the tweets related to this experience at www.twitter.com/jaimehorwitz)

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Jaime