After receiving an email alert from Orbitz that a flight I had booked with them had been cancelled (4 hours before departure), I tried to reach their customer service dept. To find a solution and book me on another flight (The cancelled flight was the short leg of a 2-leg intercontinental trip).
It took me more than 45 minutes on hold to get a live person (who identified himself as "Luigi"), and who promptly assured me that he "could not see any cancellation for that flight".
To begin with, I asked him to please write down my telephone number so that he could call me back in case we got disconnected (I just didn't want to wait thru another 45 min. On hold again, and then have to go thru the whole identification and problem explanation process again if the call got dropped%u2026). He reluctantly wrote down my call back number after telling me that "he was not supposed to do that"%u2026
I then asked him to please go to the (British Airways) site and ascertain for himself that the flight in question has indeed been cancelled. After another 15 minutes on hold, he gets back on the line and agrees that, indeed, the flight had been cancelled, and that he needed to talk to a supervisor to arrange any kind of re-booking on another flight.
I asked him to please do that. He then placed me on hold a second time, and within 5 seconds, the call was disconnected, and of course, I was never called back (or contacted in any other way%u2026)! I was a very frequent customer of Orbitz and they have all my contact info on file.
I was able to book another flight (at my expense...) on a SWISS flight that allowed me to make my connecting flight (LHR to SFO), but certainly with no help or advise from Orbitz's customer service dept.!
Orbitz' "Luigi" was totally un-invested in my problem, failed to provide any assistance or guidance (and I'm pretty certain that he just didn't feel like doing his job and decided to just disconnect the call%u2026)
There are plenty of other, more customer-friendly companies with which to book economical flights, and I will never use Orbitz.com again!
Jean-Michel B. - Monterey, CA
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