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A Marine STRANDED by Orbitz and Delta - a letter to Glenn Beck
PLEASE LINK THIS OR POST IT EVERYWHERE - it is a fact and I can back it up - our soldiers need a voice!
My son is in the Marines, stationed in
Hawaii.
He was in training for the last six weeks with no contact to the outside world and returned to base on 04/18/09.He is being deployed early – the 15th of May and they only gave him seven days leave, 04/20/09 to 04/27/09.I made reservations on 04/04/09 with Orbitz for his leave, four days of flights and three days to visit his before going off to
Afghanistan on the 15th.His tickets did not arrive and I contacted Orbitz and Delta, they said simply go to the airport and they will issue new tickets since his did not arrive.He showed up this morning at the Delta counter and they said there was NOTHING they could do but sell him new tickets.He and I called Orbitz and they said take the confirmation e-mail to Delta and they would resolve it, which he did – and Delta refused and Orbitz supervisor said there was nothing further they could do.All this in a 12 hour period after returning from a six week field training period – nothing can be done.I am working towards resolving this matter by any means possible, but since when do we treat our soldiers like common baggage. My son should have had 4 weeks leave, but it was shortened due to them needing his position filled quickly.We may not get to see him before he leaves, if he is injured or worse – killed – do you think anyone at Delta, Orbitz or the rest of the world will care.An excerpt from my last message to OrbitzShame on you folks - my son is supposed to be on a flight tomorrow a 7 day leave with 4 on flights and then off to
Afghanistan. I purchased the tickets, emailed twice last week and called this evening trying to make sure he could be taken care of and you can do nothing for him. He was in training for the last 6 weeks with no contact to the outside world and this is his only chance to get home before being shipped off - again - shame on you folks. I will do my best to spread this story to anyone that will listen! I am uncertain what good this letter will do, but I must shout to the world somehow – how can you treat our soldiers this way…Shame on Orbitz, Delta…
7 Responses to “A Marine STRANDED by Orbitz and Delta - a letter to Glenn Beck”
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April 20, 2009 at 8:59 pm
Totally hear and feel for you my friend. I will pray for you and your son and that you will have him by your side for years to come.
I will also try to spread the story around.
God bless you and your family.
April 20, 2009 at 9:18 pm
Thank you so very much for your support. At this time, I did manage to get him on a flight, he has lost two days of leave trying to get this taken care of. Something he will never get back. I would be unable to express the fear, anxiety, greif and total loss of his spirit, as he was facing cold and un-cooperative customer support. Hours on hold, dropped calls, empty answers, one telling him to call the other. He just finished a six week desert program, during the second week he became very ill with the flu. For seven days, while sitting in a foxhole and doing firewatch, shaking and feverish, he said used me as his motivation. They had simple meds for fever, but no rest or medical relief. He said “dad, I just pushed through, you always led by example and I did what you would have done. But nothing you ever did prepared me to handle the way these people are treating me.” I heard my 19 year old son, who is so proud to serve for his family and country, questioning his decision as he was shuffled to the end of an overseas call center. Again thank you for your kind words, he will make it for a brief few days, but to date, I have heard NOTHING from Orbitz or Delta and I filled out every customer service form I could find!
April 22, 2009 at 3:29 pm
Dear 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
April 22, 2009 at 5:28 pm
Dear CustRelsGal,
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
April 23, 2009 at 9:02 am
04/23/09 e-mailed the Orbitz itinerary to CusRelsGal as requested…
April 23, 2009 at 4:30 pm
Got off the phone with Orbitz - they initiated the call. It was clear there was a breakdown in communication from the website entry and some miss-information provided with regards to Delta’s options.
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