We purchased tickets from Trevelocity for our family to fly from Toronto to Florida on April 5, returning April 14. The total cost of these tickets was $2,257.12. Following completion of the order, we did not receive a confirmation e-mail with the travel itinerary.

Due to a busy family life, we did not pay much attention to this at that time, assuming that our travel arrangements were set. As the departure date is getting closer, we searched our e-mails for the itinerary only to find that it had not been received.

My wife contacted Travelocity to get a copy of the itinerary. Imagine our horror when we received the itinerary and discovered that the ‘return leg’ has the origin as Toronto and the destination as Fort Myers, Florida. Obviously, this is wrong as we are already in Florida and need to travel home on that date.

Since discovering this issue I have made multiple attempts to speak with a representative from your company that can help us to resolve this situation with common sense and compassion. Unfortunately, to date, all that I have experienced are individuals that recite ‘the policy’ to me.

Changes made following the policy would cost us in excess of $1,800.00. I simply cannot afford this amount.

I requested that my situation be escalated to a senior manager for further assistance. I also e-mailed Travelocity executives. I received no response.

To date I have been contacted by a Social Media Support Rep but all he has been able to do was direct me back to the contact center, who once again recited the policy to me.

Work with me to resolve this issue. I am a reasonable person and understand that we have contributed to this situation, and so I hope that we can come to some kind of agreement that will allow me and my family to travel to Florida and home again without breaking the bank.