Sunday, October 14, 2007

Michele and I were on our way to San Francisco International when the programmed call came from Orbitz: “This is Orbitz calling with a flight cancellation alert.” Our early-morning flight to Dallas had been cancelled.

This was more of an issue than it usually is. We were on our way to the UK, primarily so I could speak at the annual meeting of the Society of American Travel Writers. Because the SATW negotiated ridiculously low air fares for attendees, there were a number of rules we had to follow, one of which was leaving from and returning to the same airport. Since I had to be in Dallas immediately after the SATW gig, we had to fly from Dallas in order to return there. Our British Air flight was set for fourish, so I had arranged the American flight to Dallas in order to ensure we had enough time to make the connection.

I called Orbitz first, which referred me to American, since this was the actual day of the flight. American told me the next flight to Dallas was oversold (a practice I despise, by the way); the next available flight was a connection through Orange County, arriving about 45 minutes before the UK flight departed. Any delay would cause us to miss our flight, and it would be iffy for our bags making the connection even if we did get there on time.

By the time we arrived at the airport, I was on the phone with British Air to find out what would happen if we missed the flight. Because the fare was so low, the answer was simple: The ticket would be cancelled. I called American again to see if they could put us on another carrier, but none got to Dallas any earlier than the one going first to Orange County.

Waiting in line at the American ticket counter, a thought struck me. I called American again and asked, “What about Oakland?” Oakland International Airport is just across the bay from SFO. Indeed, it turned out there was a flight that would get us there more than two hours early, and there were seats available. Why, I wondered, did I need to think of this?

I got to the counter where an American Airlines ticket agent very kindly helped make the change, ensuring we still had our return flight from Dallas to SFO. Then she handed me a taxi voucher, explaining that it was American’s fault the flight was cancelled (the plane had been removed from service) and that American would pick up the tab for the cab ride across the bay. That’s Michele holding the voucher below. (We had to leave our car at SFO for a couple reasons: We were returning to SFO and we had arranged 12 days of free parking at Park ‘N Fly using points earned from participating in the loyalty program...not transferable to Oakland.)

We got down to the cab line where not a single cabbie would honor the voucher. Each one had a different reason. There was no amount on it. They hadn’t seen one before. Their dispatcher wouldn’t let them. So it was $90 to get from SFO to Oakland.

We did make our flight to the UK, but it was no thanks to any of the travel providers involved. And if American ever gives you a taxi voucher, think twice before thanking them. It isn’t worth the paper on which it’s printed.

Posted by Shel in • Cabs • Online travel services • Planes
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Tuesday, May 15, 2007

I’ve been booking my flights on Orbitz for a few years, but after this morning, I’m going to become a loyal Expedia user—at least until Expedia screws up the way Orbitz did. Here’s the story.

Yesterday, I had to change my destination of my flight today. It was less than 24 hours before my flight—I called with the change at about 2 p.m. for a flight the next morning at 8:25 a.m. It took a while, but my credit card was charged nearly $300 for the change and I received a confirmation from the Orbitz agent who “helped” me.

I got to the airport early (thank God) only to find out I couldn’t check in at the automated terminal. When I talked to a ticket agent, she spent a confused five minutes with her computer, then told me I had to call Orbitz; they owned the reservation. So I did. What ensued was nearly an hour of frustration punctuated by about eight promises that things owuld only take five-to-10 minutes. Near the end of the call—most of it on hold—I was told I was going to be connected to the American Airlines representative.

“I’m going to miss my flight,” I said.

“You won’t miss your flight,” he promised.

“There’s a line for boarding passes and a security line and we board in 10 minutes,” I said.

“We’ll get you out on the next flight.”

I was put on hold again, then the American rep came on the line.

“Are you the Orbitz rep’s supervisor?” she asked.

“No, I’m the passenger.”

“What? I was waiting to talk to the Orbitz guy’s supervisor.” She had no idea what to do with me. “I’m with a group that works just with travel agents,” she told me. At this point, my flight was boarding in 10 minutes and I had no boarding pass. I went back to the ticket desk and two very helpful American ticket agents worked through the issue and got me my boarding passes. They explained that the original change was entered incorrectly by the Orbitz agent I called yesterday.

This is inexcusable. This should have been done right the first time, or at least caught before I showed up at the airport. If I hadn’t arrived early, I would have been hosed.

American rocks—at least, the two ticket agents who took the time to help me without ever losing their smiles rock. Orbitz, on the other hand, needs some serious attention paid to quality control.

Posted by Shel in • Airports • Online travel services
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