Travelocity Kicks Off 10-Year Anniversary with Full Launch of Proactive Customer Alert System; Commitment to ‘Customer Championship’ Strengthens as the Roaming Gnome Becomes the ‘Proactive Enforcer’ of the Travelocity Guarantee

SOUTHLAKE, Texas, Feb 28, 2006 (BUSINESS WIRE) — Further cementing its position as an innovator in the
travel industry — as was the case a decade ago when it launched as
the first online travel site and one of the first in ecommerce —
Travelocity ( today announced the full roll out of
a proactive alert system designed to make travelers aware of
inconveniences they could face before leaving for their trip.

As this marks the next stage and deepening of the Travelocity
Guarantee ( and the Travelocity Bill of
Rights (, each has been updated
accordingly to reinforce Travelocity’s dedication to empowering
travelers with a know-before-you-go mindset.

“We are still the only major online travel site that guarantees
our customers’ entire experience with us from beginning to end,” said
Michelle Peluso, Travelocity president and CEO. “We will continue to
be passionate about standing behind our customers’ trips and when
issues do arise, they need only call us to invoke the Travelocity
Guarantee. It’s as simple as that.”

Proactive Problem Prevention

Designated as an integral component of Travelocity’s customer
advocacy-based “Customer Championship” program launched 10 months ago,
“proactive problem prevention” involves a dedicated team in the
Travelocity customer care group identifying and investigating issues
that may occur during customers’ trips. The team reviews issues that
are brought to Travelocity’s attention, like noisy, ongoing
construction at a popular resort, and then alerts customers with
travel plans to the resort to advise them of the concern and help them
make informed decisions about their travel plans.

“Proactive problem prevention has been a pilot program in our
customer care centers from the earliest days of Customer
Championship,” Peluso said. “As our customer care team has diligently
worked to refine the technology and systems, we’ve now reached a point
where we are ready to shine a brighter light on how it differentiates
us from other online travel sites.”

A new Travelocity Roaming Gnome(SM) television advertisement,
making its debut tonight (Feb. 28th) during the two-hour season
premiere of the Emmy-award winning “Amazing Race” on CBS at 9:00 p.m.
EST, will play a central role in communicating this message to
consumers. In the spot, the Roaming Gnome, now the “Proactive
Enforcer” of the Travelocity Guarantee, is behind-the-scenes as a
Travelocity customer care representative contacts various travelers
prior to their trips. During the calls, the customers are informed
that the pool at their hotel will be closed, and then Travelocity
offers the option to stay at another hotel with a pool in working
order if they would like.

“If you’re a Mom or Dad on vacation with the kids, the last thing
you want is to arrive at the hotel and find out that the pool is
closed,” Peluso said. “With our proactive alert system in place, we
are now able to consistently and efficiently execute a process to
avoid instances like this.”

In fact, between Jan. 15 – Feb. 16, 2006, under the guidelines of
proactive problem prevention, Travelocity contacted more than 1,000
customers in advance of their trips and advised them that hotel pools
would be closed temporarily for renovations.

But there’s more to proactive problem prevention than keeping
customers informed about hotels with closed swimming pools. For
example, the customer care team recently sprung into action on behalf
of Travelocity customers flying to the Los Cabos International Airport
over the next several months. To accommodate the rapid increase of
visitors to Los Cabos, the airport is undergoing renovations. In order
to keep customers traveling to the destination fully informed,
Travelocity sent emails alerting them to the situation and suggesting
they allow extra time at the airport. To date, this email
communication has been sent to more than 1,700 Travelocity customers.

About Travelocity

Travelocity(R) is committed to being the traveler’s champion —
before, during and after the trip — and guarantees everything about a
customer’s booking will be right. If it’s not, Travelocity will work
with its partners to make it right, right away. This customer-driven
focus, backed by live 24/7 phone support, great prices and powerful
shopping technology has made Travelocity the fifth largest travel
agency in the U.S. — booking $7.4 billion in travel worldwide in
2005. Based in Southlake, Texas, Travelocity also owns and operates
Travelocity Business(SM) and GetThere(R) for corporate travelers,, a leader in European online travel and ZUJI, a leader
in Asia-Pacific online travel. Travelocity is owned by Sabre Holdings
Corporation (NYSE:TSG), a world leader in travel commerce.

SOURCE: Travelocity

Vollmer Public Relations
Amanda Borichevsky, 972-488-4790 
Sie Soheili, 972-488-4790