Today I spent an hour and a half trying to reach customer service in order to change some tickets. I tried doing it online, and the website pointed out the penalties involved which were acceptable to me. But in order to change the ticket, one has to call customer service, and when I called the indicated number, the expected wait time was "greater than 30 minutes". I was hung up on twice by their phone system after more than 30 minutes waiting, and in the end I couldn't reach anyone. I need to change the oubound flight of a changeable ticket and I can't do so because Orbitz does not bother to staff itself properly, and the airline can't touch a ticket until after the first leg has been flown. I bought nearly 5000 dollars worth of tickets on this online travel agency in the past year, and after this experience I think I'll just buy directly from the airlines, even if it sometimes costs a bit more. My conclusion is that the management of this website wants to bring in the cash, and at the time of providing service, provide only sufficient to avoid charges of fraud. But their "service" is only going through the motions - it's extremely hard to reach anyone, and even harder to reach someone knowledgeable. Buyer beware. The website will take your money, and if you make no changes to anything, you might even get what you bought. But if you need to do any change in plans, *this is not a website for you*.
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