Even with Orbitz’s notoriously inept customer service – behind that facade of campy commercials and flash games, there’s…more facade – this is a new one. Reader Missdona booked a room at the Bellagio hotel last week. Yesterday, the price dropped $20. She tried to lock in the lower rate but was unable to online and the phone people consistently put her on long hold only to disconnect her or refused to help. She decides to cancel and book with the hotel direct. A phone rep tells her that cancelling will cost $25.

Because she’s so pissed, Missdona decides to eat $5 just to cost Orbitz money, along with all her future business.

Her letter, inside.

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Missdona writes:

“Had a terrible customer service experience with Orbitz. I booked the Bellagio for 11/15 through their website last week. Yesterday, the price drops $20.

Orbitz has no web-friendly way to confirm the lower rate. They want me to cancel and rebook, charging a $25 fee. If I booked through Bellagio, there would be no fee.

I call customer service.

– Voice Prompts — to someone who confirms my phone number and can’t help me– transfers me to a “number that is disconnected or no longer in service”
– Voice Prompts — to someone who confirms my phone number and can’t help me– transfers me to a hotel specialist that puts me on hold until it gets disconnected
– Voice Prompts — to someone who confirms my phone number and can’t help me– transfers me to a hotel specialist that tells me it’s “impossible” to adjust the price on the hotel without the cancellation fee. I ask for the manager who tells me that it “just can’t be done.” I assert that if she wont help me, she’ll lose the booking and I’ll gladly eat the $25 fee to re-book with the hotel directly. She refuses to help me.

I cancel the reservation online and re-book with the hotel directly.

I hope that Orbitz enjoys that $25, because it’s the last dime they’ll ever get from me.”

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