Unable to Resolve Problem
Written: Dec 02 '01
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The Bottom Line
Until a customer service system is in place, stay away
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I ran into a "bait and switch" problem with Orbitz where I booked a car (Payless) to use locally when my car was in the shop. I got a good rate ($20/day), but when I went to pick up the car I was told "that rate doesn't apply to local rentals, you must have an airline ticket. Your rate is 50% higher, you should have clicked on the terms and conditions" (even though there was no indication on any of the information presented that the rate was in any way restricted and no other car rental company seems to do this). I contacted Orbitz since they were the source of the price/reservation and after hearing back via e-mail in 3 days, the first and last message on the subject was "I don't know anything about this, I'll pass it along to my supervisor when he returns from vacation next week". It's apparent to me that Orbitz does not have a real customer service system in place, but relies on "whoever is around when a problem comes in" with no mechanism to follow-up or close out a complaint issue. I believe this is a fundamental flaw for a company in the online travel business. In my case it was only a small amount of money lost, but it could have easily as been problems with a flight and lack of a procedure/mechanism for problem resolution is a serious shortcoming. I'll stick with Travelocity and Expedia.
Recommended:
No
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Epinions.com ID:
csh
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Reviews written: 2
Trusted by: 0 members
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