Orbitz Informative - Customer service - flight changes
Why I didn't go with Travelocity - I do not know. I booked a flight to Bangkok through Orbitz and later realized I needed to change the dates. I called and after about 30 minutes on hold I was told I cannot change any of the dates and would have to lose my almost $1000 or take the flight. I explained I cannot take the flight and was told there was nothing Orbitz could do. I decided to call back. After another eternity on hold (I truly have never encountered such a long wait time with ANY business) I was told that actually I could change my flight although there would be a penalty and I would have to reschedule with a certain amount of time. Great. I rearranged all my personal and business obligations and called Orbitz to reschedule. After 45 minutes on hold I was told that I cannot change my flights. At all. I explained that during my last call, the representative at Orbitz had called the airlines and verified I could change my flight. I was told that, well now I can't. No explanation on how I could get 2 very different accounts on my options from the same company. I insisted on speaking with a supervisor and after 20 minutes I was transferred to Dan. During this time I am sure they were hoping I would get exasperated and hang up. I assured them I would wait all day to speak with someone. When I told Dan that Orbitz needed to help me out in some way since they gave me erroneous information and I had worked hard to change personal and professional obligations based on this information - he said there was nothing they could do. He suggested I "just take the flight" the next day to Bangkok. This rendered me speechless for a moment but I explained, very slowly and clearly, that the reason I was calling Orbitz was to reschedule because I CANNOT just take the flight the next day.
I think what bothered me most was the unprofessional attitude, the fact that no one could tell me what my real options were in rescheduling and the fact that Orbitz just doesn't care. They got my money and that was the end of their interest in me. I told Dan he should get some pride in his work and maybe go work for Travelocity. Not surprisingly, he laughed and said maybe I was right. And hung up.