CHANDLER, AZ (3TV/CBS 5) -- Teri Carrillo says she and her husband can finally fly to Mexico to enjoy the honeymoon that they never took.
"We are so excited. We cannot wait to get out of here and take a vacation," Teri told 3 On Your Side. "Thanks to 3 On Your Side because we would not be here if it weren't for that."
When Teri logs on to Travelocity to book a flight, she says the site refuses to let her apply her $923.92 credit.
In a previous 3 On Your Side report, Teri explained how she used a popular travel website called Travelocity to book two roundtrip airline tickets to Cancun. She booked them early last year, but then the pandemic hit, and the flights were canceled. Travelocity said it couldn't return the couple's money. Instead, Travelocity chose to issue two airline credits in the amount of $461.96 per ticket for a total of $923.92, so they could book a future vacation. And that's exactly what they want to do now.
"We got our first vaccine, and we're ready to take our trip finally," she said.
But they can't. Every time they log on to Travelocity's website, it refuses to accept their $923 in credit. And Teri says she's not the only one. On Travelocity's Facebook page, numerous consumers complain of having the exact same problem.
"I was reading through it, and I saw a woman say she's been dealing with this for three months trying to get her money back or use her travel credit," Teri explained.
Teri says she has spent countless hours trying to get Travelocity to help, but she can't reach anyone on the website or when she calls. She says it like Travelocity is holding her money hostage. So, 3 On Your Side got involved. Once we did, Travelocity reached out to Teri and booked two roundtrip tickets to Cancun using her $923 credit.
The travel website never explained to 3 On Your Side why so many consumers are having problems. But Teri says she is glad the ordeal is over, thanks to 3 On Your Side.
"So, we never would have gotten through without 3 On Your Side, and this has been the best experience," Teri said. "I'm so grateful that I called you."
These viewers say they're thrilled to be taking this trip finally. Remember, they were married four years ago and never took their honeymoon. Now, they are.