Roya N.

Ok so up front the prices are good. Often Kayak.com beats them but they do have good rates. All is well if you don't need customer service re: your already purchased ticket. I have had to call a few times over the last few days and every time it was a minimum of an hour 1/2 wait... So they at least provide the option to receive a call back everytime they state it will be an hour & 1/2. One time it was within that time yes an hour & 1/2 later. The second time I did not receive a call back at all and 3 hours later I called again and set up another call back. It then took 2 hours to receive that call back. Once you get a representative some of them are really good others are average at best. The next day I had another question and again received the message that It would be at least an hour 1/2 and could receive a call back... that call back came nearly 5 hours later. Then to add insult to injury while I was on hold the call disconnected. I then had to call again. The system put me through to a rep. I was shocked... ended up that she could only help with hotel reservations. So for hotels the provide normal service. Then I was forwarded to the flights department and again it is an hour 1/2 wait or longer. I give them a 1 star even though they do provide adequate help when you get a hold of someone... and do have decent prices... because I find it appalling that ANY company would think it's ok to have a customer wait EVERY time they call for hours at a time & have a call back system that is flawed. It says ALOT about the ethics and character of the company that it would not have more reps available to be of assistance. If they have that many people calling they should err on the side of good customer service not poor. If this happened once or twice that it was this long of a wait I would just think that I called at a high volume time. However this happens EVERY TIME at all hours. I live in CA and it was the same thing at 9pm PST when I had to resubmit a call request which happened 2-21/2 hours later. Kayak.com provides excellent and accessible service. I have been using Kayak for at least 15 years and NEVER had such issues when using them. Plus kayak now sends you over to the airline to book your flight so if there are any issues you can go directly to the airline even for changes... unlike orbitz. You have to call them and end up in this never ending loop of just trying to get someone. Simply Orbitz this is not acceptable!