I was issued a voucher and an apology, while doing nothing with regards to the incident as it played out. In retrospect, the pressures of the time restraint till boarding, the period we hadn’t seen him and his impending deployment, all contributed greatly.

Orbitz showed a sincere desire on the companies part to make things right. If they would have taken a defensive stand, I would have been asked exact times, dates, references, etc. They didn’t! They took my word for the events as I remembered and accepted responsibility. In addition, they found a glitch in Delta’s return tickets that would have stranded him on the third leg of his trip.

Orbitz has done a terrific job of identifying the problem, offering resolution and follow-up. They care about today, tomorrow and yesterday – that is a winning attitude!

This does not excuse either of them for what happened, it is however the first step towards resolving future issues. Also, it should be noted, Delta has made no attempt to identify any problems to date. As noted above, had Orbitz not stepped in, he would have been stranded again!

Obritz has been very cooperative and helpful in this matter, I appreciate the fact I was given a voice and it was heard!

Thank you Obritz, shame on Delta!

Scott

I will forward along as much information as I can, as I have had more time to better format my letter as it pertained to the incident.

However these are facts and I would prefer to keep in an open forum - why did I not receive any information to three e-mail requests on your “Customer Service” website. It clearly stated it might take up to three hours. I didn’t get anything back – in fact this is the first response from anyone at Orbitz!

Secondly, I was given no tracking numbers for tickets and was put in an endless loop of trying to find tracking numbers both via phone and the website. It stated go to “My Trips” for the information – none given.

Third, why – if my letters and requests were submitted on your website, multiple phone calls, dates, location and first name posted here, isn’t there a red light flashing on a console somewhere? Why would it take three days after the incident for a response – on a website with no affiliation?

I have first hand knowledge of corporate structure and the “trickle down” information process required to get on the radar – however I did get my son on a flight – nothing can be done to recover the time and days lost. His fate is sealed in an order packet that includes eight months of forward observation in Afghanistan beginning on 05/15/2009.

Think to yourself, where is the “panic button” of customer support, when we need to put down the procedure manual and pick up on qualified personnel that act upon emergencies with authority needed to address a fluid situation.

While I am encouraged by your contact, I hold little hope it will help my son, his siblings or my own despair, fear and discouragement as the events unfolded.

Bottom line, its much too late for my son, but I will work diligently to help make sure it doesn’t happen to anyone else – you will get information promptly!

In a “nutshell”, his tickets were hung up by UPS, he was in desert training. We were trying to find them for four days prior to the flight. We were finally told he could go to the counter. He started 30 hours before his flight, following Orbitz and Delta’s instructions. He had his itinerary printed from Orbitz, seating information, flight and ticket numbers, everyone agreed he had paid for the flights and it was him. But no paper ticket, no travel - PERIOD! In fact the response from Delta counter “Your not getting on this flight without tickets!”. The offer of new tickets at $1000.00 plus was his only option according to Delta with NO options from Orbitz.

You cannot give him his days back – nothing can, it is was shameful and unwarranted procedural loop to call centers that had no answers.

I will do my best to spread the word about this, it would be in your best interest to resolve future problems and commit to damage control - as we certainly have been “damaged”.

With regards,

Scott

I work for Orbitz Customer Relations and would like to see if I can assist with this issue.

If you would please write me at customerrelations@orbitz.com with the information pertaining to the booking, I will be happy to review this matter on your behalf.

Sincerely,

CustRelsGal

I will also try to spread the story around.

God bless you and your family.