Travelocity Guarantee

Travelocity.ca Guarantee - From the Price, to the Room, to the Trip, It's the Most Comprehensive Guarantee in the Industry
Travelocity Guarantee

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To invoke the Guarantee, fill out the online form.

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    From the Price, To the Room, To the Trip, It's Guaranteed

    At Travelocity.ca, we believe that the world is a magical place.  Our purpose is to get you on your way and then to roam the world beside you.  We invite you to Go & Smell the Roses while enjoying the peace of mind associated only with the Travelocity.ca Guarantee.  If something isn't right on your trip and you inform us immediately, we'll work with our partners to make it right, right away.

    Price

    We Guarantee the Best Price

    If you find a lower price online, we will match it*.

    If you find a qualifying lower rate than the one you booked on Travelocity.ca and complete the guarantee form in a timely manner we'll refund you the difference between what you paid and this lower price.

    Room

    We Guarantee the Room

    We'll let you know before you go if we learn of something that might impact your stay.

    If you haven't left yet, we'll contact you when we learn of a change to a feature or amenity promised by your hotel. And, if you arrive at your hotel to find that an amenity is not as described on our website--for example the pool is closed--contact us immediately and we'll find a comparable hotel for you at no additional cost (unless you decide to upgrade, which will be at your own expense).

    If we learn of an issue from any of our partners or customers that might make your trip less enjoyable--like a pool closure--we'll contact you before your trip and let you know.

    You arrive at the hotel and it's overbooked or has lost your reservation, we'll work directly with the hotel to get you a room in that hotel or a comparable one at no extra charge to you. Any upgrades, however, will be at your own expense.

    If you arrive at your hotel room to find that your ocean view is of something different than what you booked, call us immediately, and we'll ask the hotel to honor their commitment to you, or find you a room with an ocean view at a comparable hotel at no extra cost (any upgrades will be at your own expense).

    Trip

    We Guarantee the Trip

    Our 24/7 customer support team is here to ensure that your booking is right, or we'll work with our partners to make it right, right away.

    If you purchase electronic airline tickets and notify us by 11:59PM (Central Time) on the same calendar date of your purchase that you've booked the wrong dates, names, or flight times, we'll let you cancel your airline tickets without charging a cancellation fee. (This policy does not apply to Spirit Airlines, USA 3000 Airlines or to packages.)

    If the threat of a hurricane makes travelling to your destination unsafe, we'll contact you to give you the opportunity to change your travel plans, and then we'll work with our travel partners to make any itinerary changes at the most reasonable cost to you.

    If we are notified by the airline that they have changed your flight schedule, then we will contact you by phone or email to let you know. If the new itinerary provided by the airline isn't valid, we request that you get back in contact with us immediately so that we can re-accommodate you according to the airline's policy, subject to availability. The longer you wait to call us back, however, the fewer options you will have.

    If your airline cancels your flight and you're stuck without help to find a hotel for the night, we'll do the legwork to locate a hotel that meets your needs at a reasonable price.

    If you get to the rental car counter and the car type you reserved is sold out, we'll work with that rental company or another company to get you the car-type you booked (any upgrades will be at your own expense).

    What is the Travelocity.ca Price and Service Guarantee?

    1. The Travelocity.ca Price and Service Guarantee ("Price and Service Guarantee") is available to travelers who have booked travel on Travelocity.ca ("Travelocity") on or after August 25, 2006.
    2. For prepaid "Good Buy" Hotels and Top Secret Hotels, non-prepaid Hotels, Cruises, Create Your Own vacation packages, and Activities, if you find a Qualifying Lower Rate within twenty-four (24) hours of booking, we will provide you with the following per booking:
      • A refund of the difference between the price you paid through Travelocity.ca and the Qualifying Lower Rate up to $500CDN per booking.
    3. The Travelocity.ca Price and Service Guarantee does not cover pre-packaged vacations booked through Canadian tour operators.
    4. For Top Secret Hotel bookings, all bookings are final. Please note that this also means that the "no change or cancel fees" section of the Travelocity.ca Service Guarantee is not applicable to Top Secret Hotels--as no changes or cancellations are permitted for these type of bookings.
    5. A Qualifying Lower Rate is a lower rate found on Travelocity.ca or another Canadian-based Web site that satisfies the requirements of these Terms and Conditions, as determined by Travelocity in its sole discretion.
    6. Customers must opt-in to receive e-mails from Travelocity.ca in order to take advantage of select promotional offers.

    When does the Price and Service Guarantee apply?

    1. The Price and Service Guarantee applies to the following products booked on Travelocity.ca: Hotels, Cruises, Create Your Own vacation packages (Flight + Hotel), and Activities.
    2. In order to be a Qualifying Lower Rate, the lower rate must be for an identical booking, as described in these Terms and Conditions. All booking details, including the following, must exactly match the details of the product you booked on Travelocity.ca: specific carrier or provider (including class of service), hotel (including room type), cruise line (including ship and cabin category), applicable refund policy, dates and times of travel or service, routings (for example, same stopovers), and other booking details.
    3. For any standalone product purchased on Travelocity.ca, a Qualifying Lower Rate must be a rate for another standalone product. For example, for a standalone Hotel booking made on Travelocity.ca, a Qualifying Lower Rate shall not include the hotel portion of a Create Your Own vacation package on Travelocity.ca, or the hotel portion of a vacation package on any other Canadian-based Web site.
    4. Qualifying Lower Rates do not include rates on Web sites where the carrier, property, itinerary, or similar booking details are opaque or unknown until after purchase, or where prices are determined by any sort of auction or bidding. Qualifying Lower Rates do not include errors or mistakes.
    5. A Qualifying Lower Rate must be both advertised and available to the general public on a Canadian-based Web site. Qualifying Lower Rates shall not include corporate discounts or rates, group rates, charter rates, rewards program rates, incentives, meeting rates, convention rates, consolidator or interline prices, or prices available only by using a coupon, or any other rates or promotions not offered to the general public. A Qualifying Lower Rate may not come from a Web site which requires you to call to get the rate, or from an email that you received. For Cruises, the Qualifying Lower Rate must be quoted and booked in U.S. dollars (without reference to currency converters). For Create Your Own vacation packages, "Good Buy" Hotels, Top Secret Hotels, and Activities, the Qualifying Lower Rate must be quoted and booked in Canadian dollars (without reference to currency converters).
    6. In order to be a Qualifying Lower Rate, Travelocity.ca must be satisfied that you meet all requirements otherwise imposed on the lower price, including residency, regional, membership, age-related, and other requirements.
    7. The Price and Service Guarantee applies only to the base cost, and not tax recovery charges and service fees, of standalone Hotel and Cruise bookings. For such bookings, any service fee or tax recovery charge is not considered in determining whether you have found a Qualifying Lower Rate. For example, with respect to a standalone Hotel booked on Travelocity.ca, the Price and Service Guarantee applies only to the base cost of the room rate, not including any tax recovery charges and service fees. For all Create Your Own vacation packages, including Flight + Hotel, Flight + Hotel + Car and/or activities packages, tax recovery charges and service fees are included in determining whether you have found a Qualifying Lower Rate.
    8. For Cruises, the Price and Service Guarantee applies only to the cost of the cruise, including port charges, which you booked on Travelocity.ca. The cost of additional items in your cruise booking, such as air or land components, insurance, shipboard credits, free upgrades, transfers, pre- or post-cruise hotel stays, onboard amenities, gift cards/certificates, cash back and/or dollars off, or other add-ons or optional items are not subject to the Price and Service Guarantee, and shall not be considered in determining whether you have found a Qualifying Lower Rate.

    How do I invoke the Price and Service Guarantee?

    1. You must contact us by completing and submitting the form in a timely manner (as described below) on our Web site at
      http://leisure.travelocity.ca/Promotions/0,,TCYCA|4818|mkt_main,00.html:
      • For qualifying bookings of prepaid "Good Buy" Hotels (excluding Top Secret Hotels), the Price and Service Guarantee request must be submitted prior to the day of check in.
      • For qualifying bookings of Top Secret Hotels, non-prepaid Hotels, Create Your Own vacation packages (such as Flight + Hotel), Cruises, and Activities, the Price and Service Guarantee request must be submitted within 24 hours after completing your booking.
      To be a Qualifying Lower Rate, the lower rate must be available for booking at the time you contact us, as determined by Travelocity.ca. Travelocity.ca will not accept screenshots or other purported evidence of a lower price.
    2. All requests, including receipts and required documentation, are subject to Travelocity.ca's verification. Travelocity.ca's decisions are final. By submitting a Price and Service Guarantee request, you fully and unconditionally agree that you are bound by these Terms and Conditions and by Travelocity.ca's decisions. Travelocity.ca will not grant any Price and Service Guarantee request that it believes, in its sole discretion, is the result of a printing or other error or is made in bad faith.
    3. For qualifying Cruise bookings, we will verify your claim upon receipt of claim. For qualifying bookings of prepaid "Good Buy" Hotels (excluding Top Secret Hotels) and Create Your Own vacation packages (Flight + Hotel), we will verify your claim after your trip has begun. After we verify your claim, you will receive a Promo Code within 7-10 days, where applicable. You will receive the price difference refund within 30 days after we verify your claim, except for Cruise bookings. The refund will be in the form of a credit to the credit card you used to pay for your trip.
    4. For Cruise bookings, you must have either paid for the booking in full or paid a deposit on it, in order to qualify for the Price and Service Guarantee. If you paid a deposit, we will adjust the final amount due to reflect the lower price. If you have paid in full, a refund will be mailed to you approximately two weeks after the date of your cruise or we will credit your original form of payment (such as the credit card you used for payment).

    Other important information

    1. Limit: Each customer shall be limited to five (5) Price and Service Guarantee claims per customer per calendar month, regardless of the number of accounts used by the customer. Any modifications, changes or cancellations made to an existing booking that has an associated Price GTE claim will result in voiding of the claim.
    2. Promo Code Terms: Each Create Your Own vacation package or Cruise booking that is verified to be entitled to invoke the Price and Service Guarantee shall be limited to one (1) $50CDN Promo Code per booking. The Promo Code shall expire one (1) year from the date of issuance, and shall not be replaced if lost. The Promo Code may be redeemed only once and has no cash value. You may not post the Promo Code on the Internet or any public forum, or forward or transfer the Promo Code to any other person. If you violate these Promo Code Terms, Travelocity reserves all of the rights and remedies available to it, including charging your credit card for the amount of the Promo Code not to exceed $50CDN, canceling your reservation without a refund to you, and all other remedies available to Travelocity. Use of the Promo Code is subject to Travelocity's User Agreement and Privacy Policy.
    3. Travelocity.ca reserves the right in its sole discretion to modify or discontinue the Price and Service Guarantee or to restrict its availability to any person, at any time, for any reason, and without prior notice or liability to you. Travelocity.ca's failure to enforce any provision of these Terms and Conditions shall not constitute a waiver of that provision. The terms contained in the Travelocity.ca User Agreement are incorporated and made a part of these Terms and Conditions.
    4. A description of the Price and Service Guarantee and Frequently Asked Questions is available at http://www.travelocity.ca/priceandserviceguarantee?Service=TCYCA.