I purchased a hotel and flight package from LA to Cabo San Lucas several weeks ago. This package has since gone down over $200, plus there is now a free hotel upgrade offered. I called Orbitz, explaining that since is the EXACT same package, I would like them to honor the new rate (I would be happy to take a credit, as I have been a loyal Orbitz consumer for many years) and help me connect to the hotel so I could secure the free upgrade now being offered. After speaking to a rep and getting nowhere, I had to call back the next day to speak to a supervisor. She was incredibly condescending and unhelpful. I work in marketing for a Fortune 500 company and would never allow our customer service dept to speak to people like this. I understand that the Price Assurance does not extend to vacation packages, but I'm shocked that Orbitz wouldn't at least offer me a credit and instead would risk losing me as a customer as well as my fiance, friends, and family. The supervisor, Brianna, kept repeating in a bored tone that the flight was nonrefundable (which had nothing to do with it since the new price was for the exact same package - same flight and same hotel on the same dates).
I've always been happy with Orbitz in the past but I was appalled at their unwillingness to reach a solution that would satisfy me. Simply shrugging off my concern was not only disrespectful but a terrible business practice. With all the other online travel options out there, they should be more mindful of keeping their customers happy.
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