In China Mieville’s Perdido Street Station, there is a scene in which Mayor Rudgutter parleys with the ambassador of Hell. It’s a negotiation he has performed before, but is nevertheless disconcerting; although the ambassador appears as a well-spoken and immaculately dressed man, his words are accompanied by a faint echo from deep in the Pit below, “in the appalling shriek of one undergoing torture.”
I’m pretty sure I heard the same thing on the phone with Orbitz last night.
Our story begins several months ago, when I booked a round-trip ticket to attend a conference in Greece. (I normally wouldn’t even bother relating this little adventure, except that extensive focus-grouping has revealed that readers love nothing more than chronicles of our travel-related follies.) It was in September, just after I had moved to LA, and various things came up that couldn’t be neglected — unfortunately, and uncharacteristically, I ended up canceling the trip at the last minute. Which was too bad, as I had paid $1600 for the fare on Orbitz.
But all was not completely lost — they let you keep the unused ticket for up to a year, and later on you can exchange it for some other international trip on the same airline (paying whatever change fees and fare differences apply, of course). As it turns out, I’ll be traveling to England later this month, so last week I attempted to use my credit from the Greece flight to pay for the ticket.
It wasn’t as easy as it might have been. First, despite being one of those explicitly web-based companies that wants you to do everything online, and makes some effort to hide their phone number from you, this specific transaction is one you can’t do on the web, you have to call them up. Where, of course, the department you want to speak to is not one of the options you are given by the automated voice system that answers the phone. But that’s not the issue here. Once I did reach a human being, I explained what I wanted to do, and was told that I needed to mail the paper ticket back to them via a service that could track its progress, and call back once I could demonstrate that the package was in transit.
So okay, I did that, and Sunday called back, ready to get a new itinerary. In fact I had previously gone onto Orbitz and found exactly the itinerary I wanted. It was a little complicated, since I wanted to fly from LAX to London, take the train to Durham a few days later, and then fly back to LA from Durham, but I found a semi-reasonable set of flights that got me back to LA only half an hour after midnight. And a tiny bit of extra trickiness, as the return flight from London to LA (after a short flight from Durham to Heathrow) actually stopped at Dulles for two hours before continuing on with the same flight number — as I painstakingly described to the guy on the phone.
But at least it was a relatively cheap ticket — only $700 or so. Once they added a $200 change fee and various miscellaneous gouging add-ons, the whole thing came to about $1000. Which was less than the $1600 I had originally spent, so I was going to be out about $600. (What, you didn’t think they were just going to give it back to me, did you?) But I accepted that, as you always lose big-time when you try to make such changes.
But then yesterday when they emailed me the itinerary, there was a bit of a surprise. (Yes, for some reason it takes a day to email the itinerary — some times the Tubes are just a little clogged, you know.) And the return flight had me going from London to Dulles and staying there, not continuing on to LAX. I might not even have noticed, had I not gone to choose seats on the flight — all of the flight numbers and departure times were right, which is all I usually pay attention to.
So I called again, and explained the problem. In particular, I explained that I had asked to take that flight all the way back to LAX, and their agent had obviously not typed that in, which was their mistake. They pointed out that the agent verified the itinerary with me before booking it, which I’m ready to believe is true. It was my mistake not to catch that the flight he had me on didn’t continue to LA, although an easy mistake to make — that’s what happens when you pay attention primarily to the flight numbers and departure times.
Can they fix things by putting me on the flight that I had asked for, the leg going from Dulles to LAX? Sure they can — for the fare difference, plus another $200 change fee, for a total of $300 extra. Even though they had screwed up? Yes. Could that $300 come out of the $600 of free money I was already giving them? No. How many minutes of frustrating phone conversation would it take to uncover these pleasant truths? About 45.
So $300 of my money has disappeared into the ether, as the result of an easily-correctable mistake. It’s not my first bad experience with Orbitz — they are notorious for doing things slightly wrong, and making them nearly impossible to fix, or at least gouging you whenever a fix is required. For example, if you book a hotel through them, the hotel is completely unable to fix or alter anything about the reservation; only Orbitz can do so, and they’re not always so helpful about it. (Other examples of Orbitz’s evil ways here, here, here.) But it will be my last, as I’m not going to be using them any more.
In fact, I’d like to call for a boycott. If I remember correctly, Bill O’Reilly was able to bring down the government of France by asking his listeners to stay away from French products. Surely if CV readers stayed away from Orbitz in droves, the company would spiral into a tailspin of bankruptcy and shame. (Or at least give me a sense of personal vengeance, which is more important.) So let’s get on that right away, okay? It’s about time we used the power this blog to make the world a better place.
And suggestions for alternative sensible ways to make complicated travel arrangements are welcome.
I have had some run-ins with airlines too. I think one of the reasons the airline industry is hurting so bad is they are so unwilling to work with you. I just had Delta completely change my itinerary on me to very inconvenient times without my authorization. And if I try to get new flights, of course more service charges and flight difference fees. This is my second such instance with Delta. They gave me trouble last summer too and would only fix the situation for money so I am also on the boycott campaign.
Sean,
I’m with you, brother. No Orbitz for me.
In the last couple of years i have used the airlines themselves to book travel, rather than going through the online searching/booking services. I do this simply because of the economic downturn in air travel; most airlines are posting special sales for segments of their markets either three weeks or earlier, and/or two or three days just before my planned travel day. I can book a cheap fare, and then just before i travel i can check out the supersales and rebook, saving money and maintaining mostly personal control over my reservations and tickets. Hotel chains, and even rental car companies, are following suit these days.
I had the same problem with Orbitz in NZ. Problem was that the University has them as the travel agent. I managed to get permision from the Admin of Uni to switch agents, and when i said -“Too bad I’m going with a different agent” they replied that they know i can’t cus its university travel. I hung up, less than 5mins later they called back and was bending over backwards to help. They even “found” a better conecting flight that saved me $300–all in 5 mins. I didn’t change agents, and I got to alter my travel plans 4 times after the first flight and all “fees” were waived. The University still took there travel busnisues to someone else.
I would like to say one good thing about Orbitz – I had booked a hotel in Orlando through Orbitz with a three star rating. When I arrived, the lobby was very nice. I got my room key, drove to the back, where there was a bunch of garbage laying all over the parking lot. The room was a smoking room (I specifically asked for non-smoking) and looked like it hadn’t been updated since the 70’s. They then switched me to another room, but the bleach smell was so bad, it burned my nostrals. I went back to the desk and requested my money back. They said since I made the booking through Orbitz, I had to call them. I called 1-800-555-1212, got the number for Orbitz, and they took care of it. They also stated that the hotels RATE THEMSELVES. I will never book a hotel based on rating again – only with reputable hotel chains.
Only 300 dollars wasted? Goodness, let me tell you, you are very lucky.
The CEO of our small company and a team of workers were going to a foreign company for a long business trip. As we have had terrible experiences with Orbitz before, we tried not to use the terrible “it” to book the flights.
But as luck had it, the seats were filling up even as we spoke with the airline, so we needed to use Orbitz. Woe is us. Woe.
So we got their flight booked and off they went. No troubles there, everything was just perfectly fine. And so four or so weeks passed uneventfully.
But then the terror began.
Our team finished the work on time, and we flew them out, all but the CEO who stayed to fine-tune the system. Originally, he was scheduled to fly out with the rest of the team, so we needed to change the flight.
Our CFO will not relive that terrible experience, but it all turned out to mean over 700$ in charges and 5 terrible hours in time for our CFO.
But for some basics they repeatedly:
1. Acted like her question made no sense what so ever.
2. Gave her the flight information over and over.
3. Put her on hold with music that was: Classical music with scratchy high notes and absent low notes… impossible to imagine, and infinitely bad.
4. Put her on hold, waited a few minutes and HUNG UP. Hung up!
5. Referred her to people they had absolutely NO business being referring her to.
6. Not to mention trying to change a flight that had already happened. Can’t change the past Orbitz.
So, on the whole, none of us in our company, or any of our friends or relatives will EVER use the company from… Hell, heck and beyond.
At our Company, we call Orbitz’s TLC policy: Torture Lowly Customer. As out CFO eloquently says: “I hope they go to Business Hell.”
Boycott Ahoy!
-Ryath
Orbitz needs to be more careful who they sponsor for hotels.
I booked a hotel on their site for 75 Euro. When I checked in I had to pay another 3% because I used a credit card. You need to tell their customers in advance you will be charged an additonal fee for credit cards. In addtion the hotel did not have any towels. Hard to get dry in the morning after a shower when you find out there are no towels.
The Rembrandtplein Hotel in Amsterdam is a dump.
Elly at Orbitz could not handle this problem without my giving her my credit card number I used about 5 weeks ago. An example of a stupid policy and an employee with no brains.
I will never use Orbitz again. They have dumb employees and rip off the customer.
In additon you have hotels that are dumps on their system. The good news is the Internet and blogs allows millions of others to learn how poorly managed Orbitz is.
Orbitz should take off their phone number for customer service when they have employees that have no ability to solve problems. In addtion Elly would not tranfer me to a supervisor because after giving her the confirmation number I had no idea what card I used for the reservation.
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I am currently on hold with Orbitz. I have been on hold now for about ten minutes, but I fear hanging up as I might forfeit the “progress” I have made thus far.
I had a similar experience with Orbitz and the cancellation of a flight. But my story is cruelly twisted by an email that I wish I had never gotten. After cancelling my flight to Houston, I received an email from Orbitz that read: Kristen – need a flight to Houston? Fares starting at $104 r/t.
I eagerly clicked on the link and searched in vain for the cheap fare. The best I could get was around $230. So, I finally found the “Customer Care” phone number and dialed. I am sure that I am talking to someone in India. “May I have your reservation number?” “I dont have a reservation, I want to make a reservation.” “Great, I will transfer you to the sales department.” Remember this as it is important later.
Let me interrupt my story by telling you that I have just been hung up on for the third time…Can you believe this sh../???x@#%?
So, the sales department tries to sell me a $215 ticket. When I ask about the $104 fare, they tell me they are sold out. Okay. I will live. Next day. Receive the same email about $104 airfare. “Let me transfer you to the sales department.” “What about the $104 fare?” “I am sorry, let me transfer you to the promotions department.” HANG UP
Today, I get an email:
Kristen – need a flight to Houston? Fares starting at $77 r/t. So, just to be a smart ass, I call and ask for the promotions department. “We dont have a promotions department.” “So let me speak to your supervisor.” HANG UP
So, I call back. I know, get a life, Kristen. Finally get someone to understand the issue I am having with the old “bait and switch” technique and he puts me on hold and then we lose the connection.
I WILL NEVER USE ORBITZ AGAIN.
Oh, and by the way, I booked my flight to Houston with a very friendly person from American Airlines.
had a ticket from january from orbitz from jfk to madrid… they emailed over a month saying it was cancelled… since then i have a spent a month on the phone with them fighting for my refund which is yet to happen… overall i am unable to purchase another ticket and will not be pursuing my travel plans this summer thanks to orbitz… they say maybe sixty days for the refund… i would never advise using them and like someone previously mentioned to only use them to search various airlines and then book through the individual airline…
How Orbitz acted after better business buearu intervention, in response to:
Consumer’s Original Complaint :
Consumer alleges in July 2006, someone used my credit card to purchase tickets on their website. I contacted my credit card company and they agreed it was a fraudulent purchase. In Feb 2007 Orbitz says they understand I disputed the charges and while Chase determined I was not liable, Orbitz still thinks I should pay them. The amount in dispute is greater than $240.00 .
Consumer’s Desired Resolution:
To resolve this complaint I would like the company to stop sending this to collections and clear my account. Also, acknowledge the previous correspondence sent by certifiedmail on March 2007. The record locater number is XXXXXX.
BBB Processing
04/06/2007 fpp BBB Complaint Received by BBB
04/06/2007 fpp BBB Member or MIP Complaint Validated by BBB Operator
04/06/2007 otto MAIL Send Acknowledgement to Consumer
04/06/2007 otto BBB Inform MIP Member of Complaint
04/06/2007 WEB BBB RECEIVE BUSINESS RESPONSE : Contact Name and Title: Jeff Moss Customer Rltns
Contact Phone: 312-894-5000
Contact Email: customerrelations@orbitz.com
Dear Mr. XXXX:
Thank you for contacting Orbitz. I appreciate this opportunity to review and respond to you inquiry.
Inquiries sent to the Better Business Bureau are sent to the Customer Relations Team at Orbitz for review as we are able to assist with nearly every type of inquiry. Matters concerning fraud are handled only by that area and can not be addressed in this forum.
If your bank accepted your dispute as fraud, they may have offered a credit; however, Orbitz may choose to pursue the matter. This dispute will have to be settled with disputes@orbitz.com and sufficient proof of fraud provided.
I regret I am unable to assist you further with this matter.
Sincerely,
Jeff Moss
Customer Relations
04/06/2007 kmm MAIL Forward Business response to Consumer
04/10/2007 WEB BBB RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)
4/9/2007
In response to the invoice associated with record locator: AP200101MBECULGU.
I mailed my initial response to Orbitz via certified mail return reciept request, on 2/13/2007.
Kindly note until BBB intervention I had not even received a written response from Orbitz addressing my initial response, only more bills demanding payment, a payment which as I explained in my initial letter that under law I am not liable or responsible for.
If you wish to recover this payment, you need to speak with Chase, my credit card company. Under the Fair Credit Billing act (which is federal law) I understand that Chase is liable & responsible for any fraudulent charges on my account, not the cardholder.
Your collections department needs to stop sending me invoices, that being said I have contacted that Chicago Better Business Bureau office and filed a complaint subject to your questionable collection practices.
I suggest you send a copy of this correspondence to the attention of your General Counsel’s office for their review so they may advise your staff on the ramifications of your current business practices, also it is imperative that your collections staff understand the finer points of the Fair Credit Billing act and how it may pertain to some of the questionable actions they have taken with my case.
Now, be advised regarding record locator: XXXXXXXXXXXX; effective immediately Orbitz must vacate any claim they might have of me owing anything on this account.
Thank you for your time and consideration,
XXXX XXXX
addtl info: On 4/9 I spoke with Karen Klein Orbitz General Counsel and advised her of the complaint.I also e-mailed Karen Klein a copy of all corrospondence to kklein@orbitz.com and cc’d disputes@orbitz.com as suggested by Jeff Moss of Orbitz customer relations in his inital rebuttal to my complaint with the Chicago BBB. I am now waitng to hear back from Orbitz General Counsel and/or the Orbitz dispute department. Thank you to the BBB staff who have helped me facilitate this process.
04/10/2007 kmm EMAIL Forward Consumer Rebuttal to Business
04/11/2007 WEB BBB RECEIVED BUSINESS’ RESPONSE TO REBUTTAL : Dear Mr. XXXX:
I asked our Revenue Protection Manager to update me on your file. He has advised that the matter has been closed and no further action is being taken. The Disputes Department should also be emailing you this information.
Sincerely,
Jeff Moss
Customer Relations
04/11/2007 kmm EMAIL Send Consumer Bus. Response – Close AJR
04/11/2007 otto BBB Inform Business – Case Closed AJR
04/11/2007 kmm BBB Case Closed AJR
They finally gave up on getting me to pay, I am now glad to air their dirty collections practices before the forum. They are atempting to take advantage of anyone they can, avoid Orbitz!!!
If you are reading this basically you like me were suckered into a deal with Orbitz. I feel for you. You have two options now – you can rant and rave into the void (I have nothing against that) or you can get the most you can out of Orbitz with the least (but still considerable) effort.
Basically the way the operate is with very poor trained, very low-pay workers in call centers in emerging markets.
They are clueless and cannot really assist you. Getting cross, shouting, asking to speak to a supervisor – its all useless. They only give first names, so there is no come back. So in short realize before you call that you are speaking to someone paid way less than a dollar an hour, who speaks okayish English, has probably never stayed in hotel or flown in plane in their lives, doesn’t know anything about the travel business AND has their finger on the hang-up button.
The way the call center workers operate is the moment anything gets confusing or complicated, or the caller is irate they simply drop the call. Its no skin off their back, Orbitz (or its sub-contractors) designed the system to not be accountable. There is no follow up to the caller that you last spoke to i.e. you cannot actually get them again. So basically what I did, after about 10 hours of exasperated calls, was as follows. I worked out exactly what the solution to my problem was. Basically the person needed to call KLM and change the reservation. I got her the KLM reservation number in Holland, told her what buttons to press, phoned KLM in Holland (who said only the travel agent can do the change), asked them to make a note of what needed to change. And the talked the Orbitz call center staff through the process step by step. It worked.
Anyway here are some tips for how to manage your losses with Orbitz:
1) See if you can sort it out yourself first. You will have to do this anyway to “train” the Orbitz call center staff.
2) If its a small amount of money at stake ask yourself “is it worth 10 hours on the phone to staff who know nothings and can do little?”
3) If it is not a small amount of money or you are stuck here is what to do:
a) Find out exactly what the call center staff will need to do, who they need to phone, phone the people they need to phone and prepare them, give Orbitz staff as detailed a description as you can of what they need to do.
b) Do not get angry or they will punish you by keeping you on hold for 45 minutes and then cut you off.
Important – allocate time to this. Its not a quick call. Set yourself down, get coffee notepads, get in a comfortable chair and prepare to spend much of the day on the task.
Good luck
Orbitz is a stupid companty. no info about how you get refund from your OVERPAYING FOR AIRFAIR OR HOTEEL RATES).
If someone doesnt want to pay any fees DONT BOOK A TRAVEL!