Orbitz.com
No service in a crisis - Orbitz customer service

I reserved, on Orbitz.com, a round-trip from San Jose, Ca. To JFK (NY) on Jetblue. The return leg of my trip, scheduled for 8/28, was canceled due to hurricane Irene. I tried to re-schedule by going to orbitz.com, but was advised that I would need to call their 800 customer service to re-book a flight canceled by the hurricane. I was on hold for TWO HOURS! Before I finally gave up. I was also unable to reach anyone at Jetblue. I managed to re-book a new flight with a different airline out of a different airport (LaGuardia) through Travelocity. I know this was a difficult situation for everyone, but you knew this was coming. The storm was forecast to hit the northeast for days before my trip. I feel that you could have been more prepared by either 1) Bringing in more phone support people so that wait times were not impossibly long or 2) Providing a mechanism for your customers caught in this situation to re-book online. I feel that a travel booking site should be rated, in part, by it's customer support when problems arise. Unfortunately, this problem was foreseeable and was not dealt with effectively. After this experience, I need to think twice before booking with Orbitz in the future.

Company: Orbitz.com
Country: USA

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