Is This A Good Business Practice Or Consumer Fraud

[shamasdog 1]

Members who fly in the USA

 

I am a world traveler with over 45 years experience in everything from the old tri

tail Connies and DC 3s to 777s. I carry cards from Delta, United, Continental, Eva Air, Korean Air and Bangkok Air.

 

I have used Orbitz from it's inception and always enjoyed dealing with them and have never had a problem - Till - Two days ago I went on line with Orbitz and initiated a search for Business Class travel from SDF to LAX. I found an offer using American Airlines, SDF to DFW to LAX, all advertised as First Class. I purchased the fare.. I went through the normal process and once the deal was done and my card had paid their fee, I printed out my Itinerary. I was shocked to see that I was booked as Economy.

I called Orbitz Customer Service and was told I had made an error and to cancel my flight and try again. NOPE, I told her to cancel my flight then I would try again. She did and I did with the exact same results, First Class advertised and Economy delivered.

 

I emailed Orbitz and did some research. The next morning I called Orbitz Customer Service again and the lady I spoke with acknowledged that they had had other people who took exception to this practice in this type of promo. She called American Air and then told me that there was no problem, I would get my seats. I told her there was a problems in the fact that Orbitz had used false advertisement and committed consumer fraud by using the Bait and Switch tactic. I was told I was getting first class and paid what they had wanted but was delivered economy. There is a problem.

 

Pretty quick I was talking with a supervisor. This lady started off with a stern attitude which I quickly and firmly disputed. I called her and Orbitz dishonest and underhanded business people and reminded her that they did in fact offer First Class Travel with out exception or note of otherwise circumstances and then delivered Economy, and did it 2 times. I called this illegal, deceptive, the poorest of business practices and despicable.

 

She did admit that I had a point and she called American Air and got back with me. She told me I had premium seats and that everything would be OK. NO I replied, I had paid for First Class and my receipt still says Economy. If I had wanted Economy at full fair I would have used another airline and not Orbitz and AA, I wanted what I had been promised and what I had paid for. I was told that the best she could do was offer me a $50 coupon for my troubles. I told her I wasn’t in this for financial gain, I was in this to dispute unethical and illegal business practices.

 

Orbitz isn't to easy company to contact. I did find a list of senior officers and sent emails. I have received 2 replies, one from the Senior VP for Operations who promised an investigation and the other from the Senior VP for Customer Relations. admitting that I was correct and that they would have to rework the way they present these promos.

 

Today I filed charges with the Federal Trade Comission and sent an inquiry to the Congressional Subcommittee on Trade, Commerce and Consumer protection.

 

I have sent a complaint to my Attorney General Consumer Protection Division and contacted my newspaper's Consumer Advocate and the Sunday Travel section Editor.

I've also posted warnings on numerous websites that have thousands of world travelers.

 

I have now found out that AA calls this scam an economy full fair with upgrade IF a seat is available. I call it false advertisement and Consumer Fraud, I call it business at it's worst, dishonest, and below the standards of 3rd world countries.

 

Shamas O'Dognasty

Edited April 9, 2009 by shamasdog

[jacko 8,815]

I have had something similar here, booking via a UK website that might or might not, have been Orbitz. I was trying to book a biz class fare, and when I looked at the booking (prior to hitting the pay button fortunately), noticed the class. At first I thought the mistake was simply a wrong class field in the booking, and that I would get Biz.... but I wasn't prepared to take that risk.

 

I guessed it to be a software glitch, either with Orbitz or the airline.

 

This is not a mispriced product on a supermarket shelf where you can insist you pay the sticker price. Orbitz point at AA. they will point back to Orbitz. Go elswhere, at least they let you cancel without charge.

 

The idea that an upgrade will be offered (perhaps, if available and nobody else wants it) is not First Class and you are correct to say it is dishonest. Don't risk a coronary.

Edited April 9, 2009 by jacko

[joekicker 53]

I'd sure like to hear all follow-up on this. Sure sounds deceptive and seems like AA should be responsible for a LOT of first-class travel. I wonder what the govt will say.

[nidnoyham 30]

They have Kevin spacey doing their F/C service advertising in the UK.

 

This is the first TV marketing campaign for AA, that I can remember. Perhaps there is a glitch in the computer S.Ware. created to fill the anticipated rise in bookings ?

[wetwillie 12]

If your going to start flying AA get used to getting fucked. They are the one airline I will never fly again especially through Dallas.

[Mr.Dream Transport 0]

I agree about Orbitz normally being a pretty great alternative to booking with airlines directly. I know I've had good experiences with them, almost always the shortest flight times I could find for the money.

 

I think that they delay buying the tickets from the airlines until they are able to get the best rates, even after your purchase is made. Thats a bit scary to me, especially if your on a tight schedule, as they will often email you back that your return flights have been changed.

 

I would hope that it was unintentional from Orbitz, and just some sort of communication glitch with AA.

[9cisco999 107]

I truly respect all the efforts you've made to address this bullshit.

 

 

 

good luck with your battle.

[bigdelta 46]

If your going to start flying AA get used to getting fucked. They are the one airline I will never fly again especially through Dallas.

Only other carrier through DFW would be Southworst.No much of a choice.