Travelong

Travelong, a travel agency with a physical office in New York City at 135 W 50th St, presents a complex picture for potential customers. While its long history, established in 1933, might suggest reliability and expertise, a deep dive into its modern operations and customer feedback reveals significant concerns that travelers should carefully consider before booking. The primary source of confusion and complaints stems from its direct and often opaque relationship with Fareportal, the parent company of major online travel agencies like CheapOair and OneTravel. Many customers booking through these online platforms may not realize they are ultimately dealing with the corporate entity of Travelong Inc.

The Connection to CheapOair

Numerous customer reviews explicitly state that Travelong is, for all practical purposes, CheapOair. This connection is not just anecdotal; legal disclaimers on CheapOair's website have named Travelong, Inc. as an affiliate. This is a critical piece of information for consumers. The expectation when dealing with a company named "Travelong" with a Manhattan address might be that of a more traditional, perhaps more personal, travel consultancy. However, the reality appears to be that it functions as a corporate name behind a massive, high-volume online booking engine. This disconnect is central to many of the frustrations expressed by its clients.

Services and Offerings

On paper, Travelong and its associated brands offer a comprehensive suite of travel services. These are standard for most large tour operators and include:

• Flight Bookings: Access to deals across hundreds of airlines for both domestic and international travel.
• Accommodation: A large inventory of hotels and other lodgings.
• Transportation: Options for car rentals.
• Vacation Packages: Bundled deals that combine flights and hotels, often promoted as a way to save money.

The company specializes in corporate travel management, providing customized programs for business clients. However, the bulk of its public-facing business and the source of most online reviews are individual leisure travelers using its online platforms.

Significant Customer Service Deficiencies

The most alarming aspect of Travelong's profile is the overwhelmingly negative customer feedback, resulting in an extremely low rating. The issues reported are not minor inconveniences but fundamental failures in service and communication.

Communication Breakdown

A recurring theme in complaints is the near impossibility of effective communication. Customers report a severe lack of responsiveness, with emails and calls going unanswered for weeks. In one instance, a group of nine travelers mentioned that when they finally reached a representative, the agent would mute the call and ignore them until they gave up and hung up. This pattern suggests a systemic problem within their customer service department, leaving clients unable to get booking support for critical issues with their travel planning.

Problematic Booking and Cancellation Policies

One of the most concerning practices reported involves cancellation fees. A review highlighted a $75 cancellation fee being charged even for flights cancelled within the federally mandated 24-hour free cancellation window. This practice, if accurate, is highly questionable and a major red flag for anyone seeking flexible booking options. Other clients have struggled with rescheduling flights, feeling that the company's policies were designed to make it difficult to get refunds or make changes, ultimately leading to the customer losing their money.

Serious Allegations

Beyond poor service, the company has been linked to very serious complaints. One customer filed a credit card fraud complaint, alleging their stolen information was used to purchase a ticket through Travelong. While this is an allegation from a single user, it raises significant questions about the security and vetting processes for secure travel bookings on their platforms.

Conclusion: A High-Risk Choice for Travelers

While Travelong has a long history and a corporate presence in New York, its modern identity as the entity behind low-cost OTAs like CheapOair is fraught with documented problems. The vast number of negative reviews points to a business model that may prioritize volume over quality and customer support. The pattern of poor communication, questionable fees, and difficulty in resolving issues makes booking through this agency a significant risk.

Potential customers should be aware that the low initial price on a travel deal might come at a high cost if any changes, cancellations, or problems arise. It is imperative to read the fine print of all terms and conditions, particularly regarding cancellations and service fees. Given the severe and consistent nature of the complaints, travelers looking for a reliable travel partner with dependable support would be well-advised to exercise extreme caution and consider other agencies with a stronger, more positive public reputation.