I want to share my experience with American Forces Travel so others can make an informed decision.
I booked a hotel reservation through their website and, due to a schedule conflict, needed to cancel the same day. My cancellation was well within the terms of their stated cancellation policy. To make sure everything was handled properly, I called their customer service directly. The representative verbally confirmed that my reservation had been cancelled, and I relied on that confirmation.
Unfortunately, the cancellation was never processed, and my credit card was later charged for the full amount.
When I contacted American Forces Travel to resolve the issue, they stated they had no record of my call. I provided my Verizon phone records showing the exact date and time of my calls, but they still denied ever receiving them and would not take responsibility.
What is most disappointing is the lack of accountability and trust. If I had missed the cancellation window, failed to call, or simply not shown up, I would accept the charge. But being told directly that the reservation was cancelled — and then being charged anyway — reflects very poorly on their customer service and internal processes.
I served in the military my entire career, and this was my first time using a travel service that markets specifically to military personnel. Based on this experience, I do not recommend booking through American Forces Travel and would strongly advise others to proceed with caution. I would not trust their customer service or rely on verbal confirmations.
This experience felt dishonest and has completely eroded my confidence in doing business with them again.
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