WEDNESDAY, MAY 31, 2006

I tried Orbitz.com a couple months ago for the first time and I really liked how the site worked. It was easy to use and was great for finding flights and hotels. But after using it just once, I found out how much they completely suck. Here's why you should never, ever use them for travel reservations:
1. HOTEL INFO IS WRONG: I booked a hotel that was listed as being 0.4
miles from the city center of Cologne, Germany. There was also a map on the
site that showed it very close to the city center. After booking the hotel,
I found out that it is really over 50 miles from the city.
2. TERRIBLE CUSTOMER SERVICE: It is impossible to get help from these
guys. The people who answer the emails are unable to help you with anything
and tell you to call the 800 number to get help. If you call the 800 number,
you are placed on hold for over an hour only to get connected to someone who
needs to transfer you to another department.
3. THEY KEEP POOR RECORDS: The customer service people base all their
decisions on the records their systems keep, but the records in their systems
are almost always wrong.
4. YOU CAN'T CANCEL A RESERVATION: I attempted to cancel the hotel reservation
that I made in Germany but was unable to do it via phone, email, or the web.
I had to call my credit card company to dispute the charge. The credit card
company investigated the dispute and refunded my money.
5. THEY ARE TRYING TO RIP ME OFF: After getting the refund from my credit
card company, Orbitz customer service will now talk to me. Their system won't allow them to cancel my reservation because
it would refund my card again. So, they are expecting me to pay the
full bill. The hotel info on the webpage has been updated so that it now correctly says
the hotel is 50 miles from Cologne, however, Orbitz denies that it ever
listed it as being 0.4 miles from the city. Now, they are sending a collection
agency after me to pay the full bill!









