Simply awful customer service...
Written: Jun 06 '07 (Updated Jun 07 '07)
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"...it is their mistake..."
I booked my a first-class one-way ticket for $186.79 on May 20th, 2007. The only reason I had bought the ticket is because I believe at that price, a first-class ticket is a good deal. I received the confirmation e-mail from Orbitz immediately after my booking. I received no other e-mail communication from Orbitz until 9 days later on May 29th, an apology was sent saying that "Due to a technical error, your reservation confirmation information incorrectly indicated that you booked a first-class reservation. In fact, you were confirmed for travel in economy class and charged for an economy-class ticket." I was offered no chance to rebook or request a refund of the ticket (on the day of the e-mail, the same flight, economy class, was offered for $137 on Orbitz.com, significantly less than what I had payed). No gestures were made on Orbitz's part to amend this error either.
I e-mailed Orbitz customer service on June 1st (see attached e-mail correspondence) seeking a solution to this issue. The reply instructed me to call customer service which I did on June 5th. After explaining the situation to the customer service representative, I was subsequently lectured on how I ought to understand the inner workings of ticket booking and that a non-refundable ticket cannot be first-class. Afterwards, I was questioned repeatedly about whether I had booked the ticket correctly ("Are you sure you booked first-class?") and asked to forward the confirmation e-mail that I received from Orbitz (sent on June 7th). The representative was unsympathetic and unwilling to help (she at first claimed that I have to fax the confirmation and when I mentioned that I had no access to fax machines, she again questioned whether I was telling the truth. I was finally told that it was okay to forward the confirmation e-mail).
The reply I received from the customer service was again "standardized" (see below, "...we apologise...") and ask me to call again. This time, the responsibility was dumped on to the airline (see below, "... it is their mistake...") even though I purchased the ticket through orbitz. All I was seeking was acknowledgment of their mistake, gestures to amend this mistake, and compensation for loss. Instead, all I received was excuses after excuses and many insincere apologies with absolutely no actions.
Our correspondence
In chronological order:
After booking my ticket on May 20th...
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From: Orbitz Traveler Care
Date: May 29, 2007 12:29 PM [9 days after booking]
Subject: Important information about your reservation
Dear Orbitz traveler,
We're sending you this message to confirm your recent purchase of a ticket on US Airways.
Due to a technical error, your reservation confirmation information incorrectly indicated that you booked a first-class reservation. In fact, you were confirmed for travel in economy class and charged for an economy-class ticket.
We regret the error and apologize for any inconvenience.
Thanks for traveling with Orbitz.
Sincerely,
The OrbitzTLC Team
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Date: Jun 1, 2007 12:52 AM
Subject: Re: Important information about your reservation
To: Orbitz Traveler Care
Dear Customer Service,
I find this error and excuse unacceptable. On the day of purchase, I purchased this ticket/itinerary at a higher price because I believed, based on the information provided by your website, that it is a first-class ticket, and that makes the higher price acceptable.
However, now that you've presented a different situation, I feel that I have paid a higher price for what I would like to pay for a economy-class ticket due to your error. I therefore demand that Orbitz takes some actions to make up for the difference between first-class and economy-class.
I understand that you regret the error. However, an e-mail like this with no action taken does not remedy any feeling of being cheated by your company and it makes me wonder I can ever trust the information provided on orbitz.
Sincerely,
daydrmgirl
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From: Customer Service
Date: Jun 1, 2007 4:33 AM
Subject: Re: Important information about your reservation
Dear daydrmgirl,
Thank you for contacting Orbitz.
We sincerely apologize for the inconveniences caused.
However, with regards to your query, we suggest you to contact Orbitz Customer Service support at xxx or internationally at xxx as we are unable to resolve this issue via e-mail. Our agents will be glad to help you.
We value you as a customer and look forward to serving you again in the future.
Sincerely,
Sana
OrbitzTLC
After calling customer service and forwarding the confirmation e-mail as instructed:
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From: Customer Service
Date: Jun 6, 2007 6:04 PM
Subject: Re: Fwd: Important information about your reservation
Dear Orbitz Customer,
Thank you for contacting Orbitz.
With regards to your query, please note that we apologise on behalf the airline, it is their mistake. However, for better assistance in this regards, please contact our Orbitz customer service at xxx or Internationally at xxx. Our agents will help you further.
We value you as a customer and look forward to serving you again in the future.
Sincerely,
Anusha
OrbitzTLC
After sending a long-winded angry official e-mail:
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From: Customer Service
Date: Jun 7, 2007 12:43 AM
Subject: Re: Disappointment in your service
Dear daydrmgirl,
Thank you for contacting Orbitz.
We apologize if you feel that we were unable to provide you with adequate customer service when you contacted us. However, please be assured that customer satisfaction is important to us and we are here to assist you the best way we can.
With regards to your query, please note, Orbitz does not currently have the ability to upgrade your reservation's class of service. You will need to contact the airline directly to explore this option.
For your reference, to find the airline toll-free numbers, please follow these steps:
1. Go to the 'Customer Service' tab located on the upper right corner of the Orbitz home page.
2. Under the heading 'Search Frequently Asked Questions' enter 'airline numbers' in the box provided and click 'Search.'
3. Click the question 'Where can I find airline toll-free numbers?' On this page you will find the airline toll free numbers.
Despite the impression this has left with you, we hope you will be forgiving enough to afford us your continued support.
We value you as a customer and look forward to serving you again in the future.
Sincerely,
Bobby
OrbitzTLC
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Date: Jun 7, 2007 12:49 AM
Subject: Re: Disappointment in your service
To: Customer Service
Hi,
In case the customer service representative did not pay ANY attention to what I said, here's a quick recap, "All I am seeking is acknowledgment of your mistake, gestures to amend this mistake, and compensation for my monetary (and now time in dealing with your inefficient customer service) loss." This reply e-mail accomplished none of the three - Orbitz apologized for me "feeling" that Orbitz did not provide adequate service, while Orbitz, in reality, DID NOT provide adequate service. No mention of any sort of gestures/compensation except, again, blaming the airline company.
And thank you very much, but I can find the airline numbers without your pre-typed standardized FAQ help.
Truly yours,
daydrmgirl
Unbelievable... they are not listening...
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From: Customer Service
Date: Jun 7, 2007 1:30 AM
Subject: Re: Disappointment in your service
Dear daydrmgirl,
Thank you for contacting Orbitz.
In response to your query, concerning your refund, we advise you to contact our Customer Service Representative on 1-888-656-4546 or internationally on 1-312-416-0018.
We value you as a customer and look forward to serving you again in the future.
Sincerely,
Gerrard
OrbitzTLC
Recommended:
No
What product did you purchase or try to purchase? Plane ticket
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About the Author
Location: Texas!
Reviews written: 39
Trusted by: 2 members
About Me: Made in Taiwan. Exported to the US of A in 2001.
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