A Chandler couple turned to 3 On Your Side for help after being unable to use a travel site’s refund to book a new trip. CHANDLER, AZ (3TV / CBS 5) – Ricardo and Teri Carrillo got married 4 years ago and have never taken their honeymoon. But that was supposed to change last year when they finally found the time to take a vacation. “We looked at all the deals online and decided to book the entire package through Travelocity,” Teri told 3 On Your Side. Using the popular travel site, Teri says they’ve booked a trip to Cancun, Mexico, including their resort and plane ticket. “We planned it, booked it for May 2020. But, like most countries in the world, it was canceled,” she said. “Because of COVID?” Asked Gary Harper of On Your Side. “Yes, because of COVID,” she replied. Teri says that while the resort returned all of its money, Travelocity opted to issue two airline credits in the amount of $ 461.96 each for a total of $ 923.92. It was the cost of their original tickets. book this Cancun vacation using these credits. “We have received our first vaccine and we are finally ready to make our trip,” she said. But that’s easier said than done. Because when Teri logs into Travelocity to book a flight, she says the site refuses to let her apply her $ 923.92 credit. And she tried countless times. “It’s like you’re lost in this virtual galaxy of nothing. You can’t do nothing. You can’t find a person. “Teri says she’s not alone. After visiting Travelocity’s Facebook page, she found that other consumers were having the exact same problem.” I was reading it and saw a woman say that she had been taking care of this for 3 years. months trying to get money back or use travel credit. “3 On Your Side got involved and I asked Travelocity to look into Teri’s issue by issuing a refund or allowing her to use her $ 923.92 credit. Some consumers like Teri can’t apply their credit but because of 3 On your side they said they would work with her to get the issue resolved quickly. “I mean, they had no problem taking the money. So give it to them. people their credit, ”Teri said.“ I want my credit or my money because that’s what we paid for. ”Well, again, Travelocity says they are investigating the issue. I will definitely let you know. if they issue a refund or at least a credit for that viewer Tracking Report: Gary Harper, 3 On Your Side, postpones weeknights on 3TV News to 9. Copyright 2021 KPHO / KTVK (KPHO Broadcasting Corporation). All rights reserved.