Orbitz Complaint - Changing of Flight - Bad Customer Service
TAMPA, FLORIDA -- I have been a loyal orbits customer for quite sometime. Past History show Dec/03 was the day I started buying from them rather than my parent’s travel agent.
Throughout the years I have no problem with them but since there is not whole lots of changes need to be made on the flight that I am flying.
In my account, I have my wife, kid, friends and family member in there if they want me to assist them with buying ticket, since I talk soooo good about them, I can do it. One time, my wife, book a flight to Mexico with the wrong name and we were able to cancel it fairly quickly and also fee was like 15 dollar or so (which sound reasonable for a travel agent (specially a online one)) last year 2005 I even order 4 tickets from Tampa to Taiwan (each ticket $1,239.30 USD. they were not the cheapest but since the were good in service, I gave it to them)
So what went wrong??? This time I am going to Taiwan with my wife and kid. (this trip from LAX to Taipei was free from a family member) so only have to worry Tampa to LAX and back.
At first we were plan to stay for 3 weeks but we kind of know date might get change or something. So without checking Orbits NEW canceling fee I told my wife, it is ok, lets just order it early with orbits and they seem to be very easy to cancel w/ pretty good canceling fee.
So 2 days ago I found out my flight will be coming back a week and half early. @.@
This is when hell breaks loose. I will not go into detail on how bad customer service it was, how long did I have to wait, how many times did the India service people hang up on me nor how long they asked one question then put me on hold forever.
I call them this morning to found out that it would close me 90 dollar each ticket to cancel(which it cost 210 per ticket) and 130 dollar to change flight (not include the increase price they will do on other flight) ***please keep in mind I am traveling with 2 other *** to cancel flight would cost me $270 dollar?? that is 45% of my flight price. It is almost easier for me to deal with Air Train myself then buying from them. Orbits was suppose to be my Travel Agent which suppose act like one. I had to change my flight from LAX to Taipei twice and guess that how much that travel agent charge me?? NOTHING!!!
I should have just order from them.
Anyway, so this morning after 2 hours.... with all those stuff happen... I got place on hold for 20 mins... my wife suggest to call at night because we need to go to the hospital, my sister in law just had baby yesterday. so I said ok since I am night person anyway. So after a long busy day, I call Orbits at July 8th 2am, I explain my issue again, we ran into same problem. So finally I decided, I will talk to the supervisor, the agent explain no supervisor is there (I never hear of a no supervisor on site since I work at a call center as well) in the end, that call got hung up as well. Finally I got a guy who want to help me (I insist of speaking to supervisor) he told me, how come I didn’t call during normal business hour?. However, he was a little helpful, he transfer me to another person still at India (fyi)(also I believe she was the one hung up on me) In the end, they transfer me to Air Train (which I forgot to talk about, when I got hung up, I did tried to call Air Train, the person who pick up the phone told me to call Orbits (it is normal, just like if I have a travel agent) I explain to the person that I am being mistreated and just need this fix. transfer to supervisor of Air Train, (which got place on hold for 30 mins) She just told me to call Orbits and did not care about my issue.)
So before transferring to Air Train, the lady (who I believe hung up on me before) told me it would cost me $573 dollar to get it move from Aug 4th to July26 or 25. *** please keep in mind it cost me $673 for the tickets *** I told the Air Train guy, I am not in the hurry nor in business that need to be a time frame. I just need to go home but wont get charge for an arm or leg. In the end with couple price throwing to me (which I am not happy with) the guy told me. Same flight info and they change the date from Aug 4th to July 25. Total of $180 fee. I took it and call it a day. I will have to call the other travel agent to move the flight to the earlier time to arrive LAX (which again NO ADDITIONAL FEE)
Orbits were supposed to be my travel agent and yet they did not do their job. They were suppose look out for their customer’s best interest but yet they over charge me (as usually they are 5-15 dollar higher than buying from the company) but since as a travel agent, I know they make more than that. And yet they do not do their job. I might as well go out to McD and eat a value meal then sh.t in the bathroom and throw that sh.t back to my face. I will never use Orbits again and tomorrow, all my friends and family will found out. Lately I feel there is a trend of lack of customer service. What happen to the good old customer are number 1. Keep us happy and word of the mouths will be the best ad you will ever get. A good product (which in their hand was service) would be the key. They outsource the customer service to India which does not do their job or does not have the tool to so. Please train them better, provide better tools or move the customer service back to US.
My voice is not as big as a VP or some Exec but today was not acceptable.